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

Release : 17.3

Resolution

The solution will be included in the upcoming 17.3 RU21 patch.