How to enable non-administrator ServiceDesk users to access advanced Knowledge Base functions

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Article ID: 179749

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Updated On:

Products

ServiceDesk

Issue/Introduction

 

Resolution

Question
When using the standard Knowledge Base submission form, which is under Submit Request > Knowledge Base > Submit KB Entry, this includes only basic features. For example, images are not able to be attached. However, while logged in as an administrator, going to the Knowledge Base tab, there are extra buttons, such as Add Article, that offer enhanced features. For example, images are able to be attached. You want to know how to enable non-administrators to be able to use these enhanced features.

Answer

There is no out of box method for enabling enhanced features for the Submit KB Entry (the non-administrator Knowledge Base entry) form. This has been submitted as a feature request:

FEATURE REQUEST: Add ability to add images to standard Knowledge Base entry form
https://kb.altiris.com/article.asp?article=52467&p=1

By default, only administrators have the ability to use the enhanced Knowledge Base features. Workarounds for this include adding permissions to the Knowledge Base Categories web part or adding the Portal.SuperAdmin permission to a group.

Workaround 1: Add permissions to the Knowledge Base Categories web part:

  1. In ServiceDesk, while logged on as an administrator, click on the Knowledge Base tab.
  2. Click on the Default Article Category (or the category to be edited) in the Categories drop down list.
  3. Click on the Action button for the Default Articles Category web part > Edit Category.
  4. Click on the Permissions tab.
  5. Click on the Edit button for the group to be edited, or click on the Add New Permissions button to add a new group.
  6. Under the Allow column, change Can Add article to this category.
  7. Click on the Update button.
  8. Click on the Save button.

Workaround 2: Add the Portal.SuperAdmin permission to a group:

  1. In ServiceDesk, while logged on as an administrator, go to the Admin tab > Users > List Groups.
  2. Click on the Action button of the group to add the permission to and then click on Permissions.
  3. Click to enable Portal.SuperAdmin.
  4. Click on the Save button.