Administration → Serena Request Center → Configuring Request Center → Configuring the Knowledge View → Assigning Knowledge Center Privileges
Access to Knowledge Center articles is controlled by two mechanisms:
When contributors submit articles, they specify whether the article has public or private visibility. Any SBM user can access public articles. Private articles can only be accessed by users or groups that belong to the visibility group that is associated with the article.
If an article has private visibility, the contributor must select a visibility group for it. Administrators assign users and groups to visibility groups as described below. If users are not part of the visibility group for private articles, the article will not be displayed for them on the Knowledge tab.
To add, modify, or delete visibility groups, access the KM Visibility Group auxiliary table by selecting Manage Data from the Options menu in Work Center.
To assign privileges for articles:
At a minimum, article contributors and publishers must be assigned to the roles discussed in Knowledge Management Roles.
If you integrate Knowledge Management with Service Manager, consider assigning users who will contribute articles to roles listed in the following table. This enables these users to contribute articles as they resolve requests for change, problems, and incidents.
|Incident Management||Level 1 Tech, Level 2 Tech, or Level 3 Tech|
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