Knowledge_manager role includes the itil role - Support and Troubleshooting

Knowledge_manager role includes the itil role Description  Knowledge_manager role includes the ITIL role

Resolution The ITIL role is automatically included when granting the knowledge_manager role. Knowledge_manager without the ITIL role will not be able to see the "My approvals" module. Currently, only users with the approver_user role can see the 'My approvals' module. If this module is needed by the knowledge managers, you can update the module to add the knowledge_manager role. https:// .service-now.com/nav_to.do?uri=sys_app_module.do?sys_id=e0f011dbff02110053ccffffffffff9b As for the approval records, the OOB security rules on the sysapproval_approver record allow the owner of the approval to read, write or delete the record. You can adjust the security rules as per your requirement as well.