KFT Task Notification

[ShankyGrover]

Hi All,

Background: In the dev instance, the KFT task triggers a notification to the user who submits feedback on the knowledge article when the status = resolved or awaiting information from the user. I recorded 2 update sets in dev.

1. Deactivated the notification that is triggered when the KFT Task status = awaiting information

2. Updated notification email script when KFT Task status is set to resolved.

I successfully moved the above 2 update sets in the Test environment.

Issue: Both the update sets are committed successfully, as in System notifications>notifications, I see the first one deactivated, and for the second update set, the right email script is available when I preview the notification. But, when I test the triggering of email in real time, KFT Task - no email is sent to the user who is available in the submitted by field.

I have checked System Definition>Business rules and found one rule named "Notifications on knowledge Feedback Task" in Dev, and this seems to be in sync with the Test environment.

Please could you help me in spotting the root cause further?

Many Thanks.

[Mark Manders]

Did you check the email settings on TEST? Is email sending on? Does the user have email receiving on and is it not unsubscribed to the notifications? Did you test with your own user and is 'send to event creator' set to false? 

[ShankyGrover]

Thanks, @Mark Manders. It was a matter of time, so it started working automatically later.

[sonamsharma8789]

Hi @ShankyGrover , 

Behind this kind of issue there could be many reason:

1. Check Notification Conditions

   • Open the notification record in Test.

   • Double-check:

     • Table = Knowledge Feedback Task (or correct table).

     • Condition → Matches exactly the states you expect (Resolved or Awaiting Information).

     • Advanced condition/script if any → ensure it evaluates to true in Test.

    Though the notification looks right in the record, the condition may not be met because of state dictionary values differing between Dev and Test.

   2. Check Recipient Settings

   • Notification → check "Who will receive" field.

   • Verify in the Test task record that this field is populated with a valid sys_user record having a valid email , is active account and "Do not notify" unchecked.

3. Check Email Outbox

• Go to System Logs > Emails > Sent/Inbox/Outbox in Test.

• See if the notification shows up there at all.

  • If it’s missing → notification condition failed.

  • If it’s there but not delivered → issue with user/email routing.

4. Check with Business Rule Debugging

• The BR “Notifications on Knowledge Feedback Task” is probably doing a gs.eventQueue call.

• In Test, verify that the Event tied to this BR is present in System Policy > Events.

• Verify the Notification is subscribed to the correct Event.

• Sometimes update sets don’t carry Events properly.

5. Check if Outbound Mail Disabled?

• In Test, sometimes mail sending is disabled.

• Check Email Properties (sys_properties):

  • glide.email.test.user (if set, all emails redirect to a test user).

  • glide.email.smtp.active should be true.

Please check if any one of above diagnosis will work. And Mark it helpful if get resolved .