Emails for Approvals in Knowledge Base only send to owner

[stefanelm]

Hello all,

We have defined different Knowledge Bases with workflow "Knowledge - Approval Publish". Each knowledge base has an owner and several managers. After an Articel is published for each owner and for the managers an approval record is created in the sysapproval_approver table.

Now we have the problem, that the Email "KM: Approve article for publishing" is triggerd only for the onwer of the knowledge base.

Normally sending emails has nothing to do with the article. The email would always have to be sent as soon as a new entry is created in the sysapproval_approver table and the status changes to requested.

As written, an approval entry is created for each user, but an email is not generated for everyone. Only for the user of the knowledge base.

Does anyone have a similar problem or know what the problem is?

[SanjivMeher]

When I look at the OOB email, in the who will receive, only the approver is sent approval email.

If you have both owners and managers, based on the approval workflow, it should create more than one Approval record. And one of them needs to approve. But if for you only one record is created, check the workflow, if there was any change made to the workflow to only send approval to the owner

[stefanelm]

Hello and sorry for my late response. Thank you very much for the explanation. 

Everything you wrote looks exactly the same in our customer's system. Both the notification and the workflow are OOB and nothing has been changed here. I've already looked at exactly these places.

Unfortunately, an email is still only created for the knowledge base owner.

Best regards,

Stefan