Permission model

Serviceware Knowledge has an authorization model based on roles and views.

The need for information within a company varies in accordance with individual departments and functions. In order to provide individual readers with only the knowledge that is relevant to them, the stored knowledge is structured via an authorization system by Serviceware Knowledge.

Furthermore, all readers can adapt their own user account to individual needs in some areas and structure the displayed knowledge.

Andi is a consumer and as a member of the consumers user group he is allowed to search for, read and rate articles in Serviceware Knowledge. He is interested in topic B and D.
Tim is an Editor. As a member of the user groups editors and consumers, he may write, edit, delete and evaluate texts as well as read, search and rate texts in Serviceware Knowledge. Tim is interested in topic B and C.
Suse is an Administrator. As a member of the Administration and consumers user groups, Suse is allowed to administer, manage users and search for, read and rate texts in Serviceware Knowledge. Suse is interested in all topics and can see all views.

The assignment of roles and views controls which users see which content and whether they are allowed to edit it. The user groups constitute the core of the rights system. A user uses Serviceware Knowledge and can belong to several user groups and thus several roles and have access to different views.

Assigning roles to user groups

A role is assigned to each user group.

The Editor role is an example of this. This role is associated with permissions that allow users to perform certain activities system-wide. For example, Editors are allowed to edit content.

Assigning views to user groups

Content is assigned to the user groups.

This is done by assigning views that summarize the available relevant knowledge for different usages – for example, for 1st level support and 2nd level support or in accordance with Finances or Personnel topics.

By assigning these views to the individual user groups, read access to the knowledge is controlled and only the knowledge that is relevant to the readers is made accessible to them. Again, it is often the case that multiple views are available to a user group.

In the default configuration, in Serviceware Knowledge, three roles are available to which Permissions are assigned:

Consumer: Consumers can search for and read information in Serviceware Knowledge, they can comment and rate content and receive messages.
Editors: Editorial team members create, maintain and update knowledge articles. They decide on the subject-related mapping of knowledge to user groups. They rate suggestions and evaluations and send messages.
Administrators: Administration manages users, user groups, views and roles. Administrators also make system settings.