KB Notifications

RRolling · ‎10-10-2018

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 · ‎10-11-2018

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!

Please consider marking my reply as Helpful and/or Accept Solution, if applicable. Thanks!

View solution in original post

RRolling · ‎10-11-2018

Nevermind I'm just impatient. I see the emails are now sending to me and other person I added. Thanks for your help.

Allen Andreas · ‎10-11-2018

Haha no worries. And yep, you caught a very important part here, in order for the article to actually be pushed from incident to the KB itself, the incident needs to be closed.

Side note: this is controlled by a BR, and you could change it to resolved, as my last company did, they were impatient, haha, and I advised against it, but yea...

Either way, glad you got it going.

Take care! 🙂

Please consider marking my reply as Helpful and/or Accept Solution, if applicable. Thanks!

prudhviraj1 · ‎05-09-2024

Hi Allen,

Regarding knowledge articles, when an employee clicks on stars or on helpful or not - getting 3 notification sof the same thing per each one of clicks. notification should be only once. how to set, kindly help