Knowledge Manager unable to create Top Categories in Multi-Tenancy

Products

• CA Service Management - Service Desk Manager

Issue/Introduction

A "Knowledge Manager" cannot create new "Top" Knowledge Categories in a Multi-Tenancy environment if the Role "Knowledge Manager" has access to his own tenant only (Sub-Categories can be created)

1. setup SDM 17.3/RU22 as Multi Tenancy environment (Option Value: ON)
2. create a Service Provider Tenant
3. create a tenant (TenantA)
4. create userA for TenantA as "Knowledge Manager"
4.5 Open the Role "Knowledge Manager" and set
     Tenant Access: Contact's Tenant
     Tenant Write Access: Same as Tenant Acces
5. login as userA (Knowledge Manager)
6. open the Knowledge Categories
7. right click on "Top Alt-X"
-> "New Category" is inactive and cannot be created

Environment

Release : 17.3

Cause

Resolution

Creating a Category From Top is only permitted to Service Provider Contacts and the contacts who have All Tenant Access as it is a Public Object.Even though the user/contact is a Knowledge Manager, but since the Tenant Access is set to Contacts Tenant, the "Knowledge Manager" can only create categories on top of Knowledge Categories the contact has access to.