IT Knowledge Management

1. Overview

Authoring, review, publication, and consumption of knowledge articles supporting ITSM agents and self-service portals.

2. Entity summary

Name	data_object	Description
Knowledge Articles	knowledge_articles	Knowledge-base articles backing self-service portals and agent-assist tools, moving through draft, review, published, and retired.

flowchart TD
  classDef master fill:#d4f4dd,stroke:#27ae60,color:#0b3d20;
  classDef platform_builtin fill:#e0e0e0,stroke:#424242,color:#1a1a1a;
  knowledge_articles["Knowledge Articles"]
  users["Users"]
  users -->|"authored"| knowledge_articles
  users -->|"approved"| knowledge_articles
  users -->|"authors"| knowledge_articles
  users -->|"authored articles"| knowledge_articles
  class knowledge_articles master;
  class users platform_builtin;

3. Entities catalog

#	data_object	canonical code	singular	plural	role	mastered in	mastered label	necessity	personal_content	entity_type	write tier	notes
1	knowledge_articles	knowledge_articles	Knowledge Article	Knowledge Articles	master	-	-	required	-	operational_workflow	:manage	-

4. Aliases and industry synonyms

(none: no industry-scoped aliases for this scope)

5. Relationships

5.1 Intra-scope edges

(none: no relationships with both endpoints inside the scope)

5.2 Built-in edges (users and other platform built-ins)

from	verb	to	cardinality	necessity	owner_side	delete_mode	fk_format	notes
users	authored	knowledge_articles	one_to_many	optional	source	clear	reference	-
users	approved	knowledge_articles	one_to_many	optional	source	clear	reference	-
users	authors	knowledge_articles	one_to_many	optional	source	clear	reference	-
users	authored articles	knowledge_articles	one_to_many	required	source	restrict	reference	-

5.3 Cross-scope edges

5.3a Outbound from this scope’s masters and contributors

Edges this scope drives: the in-scope endpoint has role of master or contributor.

from	verb	to	cardinality	necessity	delete_mode	fk_format	notes
knowledge_articles	publishes_to	knowledge_base_articles	one_to_one	optional	none	n/a	-
customer_cases	references	knowledge_articles	many_to_many	optional	none	n/a	-
knowledge_base_articles	sources	knowledge_articles	one_to_many	optional	none	n/a	-
intent_definitions	informs	knowledge_articles	one_to_many	optional	none	n/a	-
hr_cases	references	knowledge_articles	many_to_many	optional	none	n/a	-
service_problems	documented_in	knowledge_articles	one_to_many	optional	none	n/a	-
service_incidents	resolved_with	knowledge_articles	many_to_many	optional	none	n/a	-

5.3b Context edges on embedded shells and consumed entities

Edges the canonical owner drives, shown for context: the in-scope endpoint has role of embedded_master, consumer, or derived.

(none: no context cross-scope edges on this scope’s embedded shells or consumed entities)

6. Cross-domain context

6.1 Master consumers (other modules / domains that embed this scope’s masters)

data_object	other module / domain	role	necessity	notes
knowledge_articles	CSM-CASE-MGMT (Case Management) - CSM	contributor	optional	-
knowledge_articles	CSM-KNOWLEDGE (Customer Knowledge Surface) - CSM	contributor	required	-
knowledge_articles	HRSD-CASE-MGMT (HR Case Management) - HRSD	consumer	optional	-
knowledge_articles	HRSD-EMPLOYEE-PORTAL (Employee Self-Service Portal) - HRSD	embedded_master	required	-
knowledge_articles	HRSD-KNOWLEDGE (HR Knowledge) - HRSD	embedded_master	required	-
knowledge_articles	ITSM-STARTER (IT Service Desk Starter) - ITSM	embedded_master	optional	-

6.2 Outbound handoffs (events this scope publishes)

source module	target domain	target module	trigger_event	transition	payload	integration	friction	description
ITSM-KNOWLEDGE	KMS	(domain-level)	knowledge_article.published	(state_change)	knowledge_articles	api_call	medium	Published ITSM knowledge articles sync to the broader KMS knowledge base.

6.3 Inbound handoffs (events this scope reacts to)

(none: no inbound handoffs whose payload is in this scope)

6.4 Master providers (modules / domains that own masters this scope embeds)

(none: this scope embeds no masters owned elsewhere; every entity is mastered here)

7. Lifecycle states

knowledge_articles (Knowledge Article)

order	state_name	initial?	terminal?	requires_permission?	derived gate	description
1	draft	✓	-	-	-	Author is drafting the article; freely editable.
2	in_review	-	-	-	-	Submitted for editorial/SME review; body locked from free edits.
3	published	-	-	✓	itsm-knowledge:publish_article	Article is live and visible to consumers.
4	retired	-	✓	-	-	Article withdrawn from circulation; retained for audit.

8. Permissions and business rules (derived)

8.1 Permissions

permission	tier	description	included in :admin?
itsm-knowledge:read	baseline-read	Read access to every entity in the module	✓
itsm-knowledge:manage	baseline-manage	Edit operational records	✓
itsm-knowledge:admin	baseline-admin	Edit reference data and inherit every workflow gate below	-
itsm-knowledge:publish_article	workflow-gate (lifecycle)	Transition knowledge_articles into state published	✓

8.2 Business rules

(none: no flag-derived business rules)

9. Roles, RACI, and responsibilities (derived)

Baseline roles, the permission hierarchy, and RACI realization are DERIVED from this scope’s entity-type write tiers + process_raci; none of it is stored in the catalog (the deployer provisions it from this blueprint).

9.1 ITSM-KNOWLEDGE

Baseline roles:

role	baseline grant
itsm-knowledge_viewer	itsm-knowledge:read
itsm-knowledge_manager	itsm-knowledge:manage

Permission hierarchy:

permission	includes
itsm-knowledge:admin	itsm-knowledge:manage
itsm-knowledge:manage	itsm-knowledge:read
itsm-knowledge:admin	itsm-knowledge:publish_article

RACI realization:

(none: no process_raci assignments wired to this module’s gated processes yet)

9.2 Functional ownership and default grants

responsibility	business function	default role	default tier
owner	IT Service Desk	admin	:admin
contributor	IT Operations	manage	:manage
contributor	Security	manage	:manage
consumer	Finance	read	:read
consumer	Human Resources	read	:read