Roles and permissions

Separate drafting, specialist review, publication and reader access.

Permissions

Summarised from the authored role permissions. Scope restrictions such as “own records” still apply; these symbols do not indicate completeness or runtime access.

TableKB ManagerAuthorSubject Matter ExpertCompliance ReviewerSupport AgentCustomerViewer
master
Categories Manage / maintain: Manage content assignments, Categories, Templates, ContentGaps and KBSettingsNo table-specific permission statedNo table-specific permission statedNo table-specific permission statedNo table-specific permission statedNo table-specific permission statedNo table-specific permission stated
Templates Manage / maintain: Manage content assignments, Categories, Templates, ContentGaps and KBSettingsNo table-specific permission statedNo table-specific permission statedNo table-specific permission statedNo table-specific permission statedNo table-specific permission statedNo table-specific permission stated
KBSettings Manage / maintain: Manage content assignments, Categories, Templates, ContentGaps and KBSettingsNo table-specific permission statedNo table-specific permission statedNo table-specific permission statedNo table-specific permission statedNo table-specific permission statedNo table-specific permission stated
transaction
ArticlesNo table-specific permission stated Manage / maintain: Manage own Articles and draft ArticleTags, RelatedArticles and AttachedMedia only while Draft or ChangesRequestedNo table-specific permission statedNo table-specific permission statedNo table-specific permission statedNo table-specific permission statedNo table-specific permission stated
ContentGaps Manage / maintain: Manage content assignments, Categories, Templates, ContentGaps and KBSettingsNo table-specific permission statedNo table-specific permission statedNo table-specific permission statedNo table-specific permission statedNo table-specific permission statedNo table-specific permission stated
ArticleReviewRoundsNo table-specific permission statedNo table-specific permission stated View: View the exact assigned current ArticleReviewRounds packet View: View exact assigned current ArticleReviewRoundsNo table-specific permission statedNo table-specific permission statedNo table-specific permission stated
line item
ArticleTagsNo table-specific permission stated Manage / maintain: Manage own Articles and draft ArticleTags, RelatedArticles and AttachedMedia only while Draft or ChangesRequestedNo table-specific permission statedNo table-specific permission statedNo table-specific permission statedNo table-specific permission statedNo table-specific permission stated
RelatedArticlesNo table-specific permission stated Manage / maintain: Manage own Articles and draft ArticleTags, RelatedArticles and AttachedMedia only while Draft or ChangesRequestedNo table-specific permission statedNo table-specific permission statedNo table-specific permission statedNo table-specific permission statedNo table-specific permission stated
AttachedMediaNo table-specific permission stated Manage / maintain: Manage own Articles and draft ArticleTags, RelatedArticles and AttachedMedia only while Draft or ChangesRequestedNo table-specific permission statedNo table-specific permission statedNo table-specific permission statedNo table-specific permission statedNo table-specific permission stated
  • KB ManagerSubmit own draft changes through the same review policyPublish only the exact Approved roundWithdraw publicationConfirm review-only of an unchanged current versionView authorized article lifecycle and aggregate analyticsCannot substitute own decision for a required SME or Compliance Reviewer
  • AuthorSubmit or explicitly withdraw own current review roundView own assigned comments, gaps and maintenance findingsRead permitted published libraryNo edits during InReview/Approved, direct published snapshot changes or publishing decision
  • Subject Matter ExpertRequest changes with a reasonRead permitted published libraryNo self-review of authored submission, another reviewer decision or public publishing bypass
  • Compliance ReviewerRequest changes with reasonRead permitted published libraryNo self-review, unassigned decision, policy weakening or publishing bypass
  • Support AgentSubmit scoped helpfulness feedback and record widget useRequest a Helpdesk resolution promotionNo draft/review/raw telemetry access or automatic Author permission from promotion
  • CustomerRead only current published public projections after same-tenant and ancestor-category checks, including media and related targetsSearch the same public projectionSubmit own bounded feedback events
  • ViewerRead current published public/internal projections allowed by tenant membershipSearch the same allowed contentNo article mutation, review decision, publishing, raw customer comments or telemetry exports
Manage / maintain View Specific actions— No table-specific permission statedPermissions also apply to agents

The roles

KB Manager

Owns knowledge coverage, required review policy and publishing decisions.

Permissions and screens
  • Manage content assignments, Categories, Templates, ContentGaps and KBSettings
  • Submit own draft changes through the same review policy
  • Publish only the exact Approved round
  • Withdraw publication
  • Confirm review-only of an unchanged current version
  • View authorized article lifecycle and aggregate analytics
  • Suppress BrokenLinks with a reason
  • Cannot substitute own decision for a required SME or Compliance Reviewer
Article LifecycleInReview
Review NumberArticleSubmitted AtDecided At
Content Gap BoardOpen
Gap NumberQueryAudience ScopeAssigned To
Internal
Internal Knowledge LibraryCurrent
TitleSummaryAudienceContent Type
Internal Only
Author

Drafts and maintains assigned knowledge articles.

Permissions and screens
  • Manage own Articles and draft ArticleTags, RelatedArticles and AttachedMedia only while Draft or ChangesRequested
  • Submit or explicitly withdraw own current review round
  • View own assigned comments, gaps and maintenance findings
  • Read permitted published library
  • No edits during InReview/Approved, direct published snapshot changes or publishing decision
My DraftsDraft
Article NumberTitleCategoryDraft Created At
Open Broken LinksOpen
ArticleArticle VersionURLFailure Reason
Forbidden403
My Content GapsInProgress
Gap NumberQueryFirst Seen AtLast Seen At
Subject Matter Expert

Checks assigned submitted articles for technical accuracy.

Permissions and screens
  • View the exact assigned current ArticleReviewRounds packet
  • Decide own required SME ArticleApprovalSteps with a current revision/hash
  • Request changes with a reason
  • Read permitted published library
  • No self-review of authored submission, another reviewer decision or public publishing bypass
Pending SME ReviewsPending
ArticleReview RoundSubmitted RevisionSequence
Compliance Reviewer

Checks required assigned content under the configured review policy.

Permissions and screens
  • View exact assigned current ArticleReviewRounds
  • Decide own required compliance ArticleApprovalSteps
  • Request changes with reason
  • Read permitted published library
  • No self-review, unassigned decision, policy weakening or publishing bypass
Pending Compliance ReviewsPending
ArticleReview RoundSubmitted RevisionSequence
Support Agent

Searches approved knowledge while helping customers.

Permissions and screens
  • Read current ArticleVersions with allowed public/internal audience and their governed PublishedTags, PublishedLinks and PublishedMedia
  • Submit scoped helpfulness feedback and record widget use
  • Request a Helpdesk resolution promotion
  • No draft/review/raw telemetry access or automatic Author permission from promotion
Internal Knowledge LibraryCurrent
TitleSummaryAudienceContent Type
Internal Only
Public Article LibraryCurrent
TitleSummaryContent TypePublished At
Troubleshooting
Customer

Finds and rates current public answers.

Permissions and screens
  • Read only current published public projections after same-tenant and ancestor-category checks, including media and related targets
  • Search the same public projection
  • Submit own bounded feedback events
  • No working Articles body, internal snapshots, draft attachments, review packets, raw query/session logs or other customer feedback
Public Article LibraryCurrent
TitleSummaryContent TypePublished At
Troubleshooting
Viewer

Reads permitted internal knowledge without authoring responsibilities.

Permissions and screens
  • Read current published public/internal projections allowed by tenant membership
  • Search the same allowed content
  • No article mutation, review decision, publishing, raw customer comments or telemetry exports
Internal Knowledge LibraryCurrent
TitleSummaryAudienceContent Type
Internal Only
Public Article LibraryCurrent
TitleSummaryContent TypePublished At
Troubleshooting

How permissions work

Use same-tenant authenticated principal mapping and current role membership. Authors edit assigned drafts only; submitted content is locked. Required specialist reviewers decide their own exact current round and cannot self-review. KB Manager publishes only an approved packet. Customer/search/media/API projections serve the current permitted snapshot and never working article content; current ancestor category restrictions apply everywhere.

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