KB Notifications

[RRolling]

I have a question about Knowledge Base notifications/reminder emails.

I would like (and I'm not sure if this is Best Practice or something that is available out of the box) to have an email/notification sent to all people in the KB role when a KB article is created and waiting for approval.

I have a Knowledge Base which is using the out of the box "Knowledge - Approval Publish" Workflow but I have no way of setting up a notification to have someone go into the KB and post. 

What am I missing?  

Edit: I must add this is from submissions from Incidents.

[Allen Andreas]

Hi,

You would need to set manager(s) of the Knowledge - Knowledgebase in order for them to get approvals to publish articles.

When articles are created from Incidents, they enter in a draft state, so technically those aren't ready for publish.

So you'd need to have notifications sent (using the Notification feature) and create one for the Knowledge table and put workflow is draft or workflow changes to draft (if you can) and then choose who it would go to to finish working on the article and then click the publish button. That click doesn't actually publish the article, but instead goes to the manager(s) for them to then review it and then publish it officially.

Please mark reply as Helpful/Correct, if applicable. Thanks!

[RRolling]

Thanks for the reply!

I have myself set as the Manager and I have a Notification which I have been changing around but currently set like this:

Should the table be set to KB_Knowledge?

and should the condition be something else?

[Allen Andreas · Accepted solution]

Hi,

Close, it needs to look like this:

I just tested this myself and this will notify whoever you select on the next tab as soon as an article is "created" in the knowledge table in draft workflow (which is what they will come over in from the incident create knowledge checkbox that is chosen).

Please mark reply as Helpful/Correct, if applicable. Thanks!

[RRolling]

Again, thanks for replying but its still a no good. I've mirrored your screenshot but I still don't see any emails generated.

I wanted to reconfirm that I'm trying to get the the notification to send after someone closes an incident and checks this box.