Get notified if Knowledge Article Changes

[saltemus]

Hi,

Does someone know how to make it so a "User" can easily get notified if a specific knowledge article changes.   I also want to be able to let the user decide which article.   I thought I could do a track or follow but I cant seem to find it.   I believe this is available in incidents but I do not see anything like this in knowledge articles.   Am I missing something or does this require a custom solution?

Thanks

Stephen

[TrevorK]

I do not recall anything in KB that does exactly what you want.

Depending on your skill level / desire / needs there are a couple options I can see:

1) Use a List field on the KB record that users can add / remove themselves from. A little clunky because the user would have to go into the KB edit view to use, so in my experience that's not where the "everyday" users go.

2) Create a button on the Knowledge Article viewer page that states "Notify me when article changes". Clicking on this button adds them into the list. If they are already in the list a button shows up that says "Remove me from notifications for this article" and they can remove themselves. The downside is that this will modify some OOB code.

3) Create a UI page that allows users to maintain their KB article subscriptions. The clear downside to this is that they wouldn't be able to do this from the Knowledge Article viewer page.

For me 1 is more for the process users, 2 is more for the everyday user, and 3 is for either.

I would first decide on who your audience is for this, if it's the everyday user then it seems like #2 is potentially a good solution because going to the Knowledge Record form itself is not something I think most everyday users will do.

[leochavez]

Hi Stephen,

The simple approach would be to create a email notification using the 'kb_knowledge' table.   Use the 'Number' column and 'is' condition within the 'When to send' condition, add the user email to the 'Who will receive', and customize the 'What it will contain' section with the email subject and body.

Again, it's simple approach and would get the job done, but not ideal if you need to do the same for a large amount of KB's.

- Leo

[saltemus]

Looks like we saw this as something available in the Jakata Release

[ashep99]

I have a Jakata out of the box test instance and can't see anything obvious to do this, it seems a cool add in to add this to a watch list. I am shooting in the dark but could you do something with a workflow that if you update a knowledge article for say the Network team, the network team get notified in email when it is updated? Not a clue how you would achieve this at the present time though. Sorry.