Approach for Pending Retirement Notifications Without Email Triggers

[Perkyricha]

Seeking guidance on the best approach to manage “Pending Retirement” notifications for knowledge articles within Service Operations Workspace, without triggering email notifications. The goal is to ensure visibility and actionability for users while avoiding email-based alerts.

[pavani_paluri]

Hi @Perkyricha ,

You can handle this without emails by using Workspace visibility instead of notifications
Create a list/report for articles where:
State = Pending Retirement
Add it to Service Operations Workspace (dashboard or tab)

Make it actionable
Assign articles to owners → shows up in My Work
Add a badge/indicator on the form (e.g., “Pending Retirement”)

Stop emails
Disable the related notification under:
System Notification → Email → Notifications

Show Pending Retirement articles inside Workspace (lists + tasks) instead of sending emails.

Mark it helpful if this helps you to understand. Accept solution if this give you the answer you're looking for

Kind Regards,

Pavani P

[Tanushree Maiti]

Hi @Perkyricha 

Refer : Managing email notifications in Knowledge Management 

Since standard knowledge's 'Pending retirement' notification in ServiceNow is linked to Approval workflows or Valid To expiration settings, you’ll need to stop the related events from triggering email notifications.

Warning: As these are OOB setting, before doing it you should analysis impact first in Knowledge management space

a. Review the notifications delivered through the Knowledge Management Core plugin. Disable the out-of-the-box notifications associated with events such as kb.retirement/kb.expiring by marking those notifications as inactive

b. Filter notifications related to the Approval table that target Knowledge Base records. Update the conditions so they only trigger when Active = false, or exclude the specific knowledge base from the notification logic.