Segregating Knowledge Articles by Owner

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    This document contains official content from the BMC Software Knowledge Base. It is automatically updated when the knowledge article is modified.


    PRODUCT:

    Remedyforce Service Desk


    COMPONENT:

    Remedyforce Spring 13



    PROBLEM:

    When specific knowledge articles should be visible to specific staff members, sharing rules will need to be added to the Knowledge Article object. This object will have to be set to Private as it is Public Read Write by default. To accomplish the segregation using the method described below the knowledge articles will need to be owned by as specific user. This user can be specially create just for this purpose. We will also set each sharing rule to “Based on criteria� option in the Share Settings. This will allow us the ability to share the knowledgebase article based on Owner ID with Public Groups or Roles. In this method we will be sharing KB articles owned by specific user with a public group.


    SOLUTION:

     

      Change Owner of Knowledge Article: 
    1. Login to Remedyforce as an administrator.  
    2. Select Setup | Knowledge Article.   
    3. Select All from the View dropdown and click Go.  
    4. Enable checkbox to the left of all the articles that need to be segregated.   
    5. Click Change Owner.   
    6. Click search button   to select new owner name.   
    7. Click Save. 
        
        
        
      Create Public Group: 
    1. Login to Remedyforce as an administrator.  
    2. Select Setup | Administration Setup | Manage Users | Public Groups.  
    3. Click New.  
    4. Enter “Knowledge Articleâ€� in Label field.  
    5. Select Users from Search dropdown.   
    6. Select user’s names that should be a member (staff users that will see specific articles).  
    7. Click Save. 
        
        
        
      Identifying Owner ID’s GUID to be used in criteria of sharing rule: 
    1. Login to Remedyforce as an administrator.  
    2. Select Setup | Administration Setup | Manage Users | Users.  
    3. Click on the name of the person that is set as the owner of the knowledge articles that need to be shared.   
    4. Copy the this users 15 character GUID located in the URL in the address field of your browser starting with “005â€�.    
    5. Paste this into a Notepad doc (will be used in next set of steps). 
        
        
        
      Setting the Knowledge Article object to Private and Creating Sharing Rule: 
    1. Login to Remedyforce as an administrator.  
    2. Select Setup | Administration Setup | Security Controls | Sharing Settings.  
    3. From the Manage sharing settings for dropdown select Knowledge Article.  
    4. Click Edit.  
    5. Next to select Private in the Default Access dropdown.   
    6. Click Save.   
    7. Click New in Knowledge Article Sharing Rules section.   
    8. Select Based on criteria radio button in Step 2: Select your rule type.   
    9. Select Owner ID from the Field dropdown.   
    10. Select Equals in the Operator dropdown.   

     


    Article Number:

    000008283


    Article Type:

    Solutions to a Product Problem



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