A Knowledge Manager cannot create new Knowledge Categories in a Multi-Tenancy environment

Products

• CA Service Management - Service Desk Manager

Issue/Introduction

Issue:
A knowledge Manage cannot create a new Knowledge Category if his Tenany access is set to Contacts Tenant.

Steps:

-> Set up Multi-Tenancy and create an SP tenant, a Parent, and a few Child tenants.

-> For a user belonging to the Parent Tenant, assign the Knowledge Manager role.

-> For that role set Tenancy Settings as Contact's Tenant

-> Now log in as the Knowledge Manager user, go to Administration -> Knowledge -> Knowledge Categories

-> Right-click on the Top node. Notice that the New Category menu item is grayed out.

-> If the Tenancy Settings is changed back to All Tenants, the user can see the New Category option.

Environment

Service Desk Manager 17.3

Resolution

The fix will be included in 17.3 RU22 or later patch.