Knowledge Article Rejected Email Notification for Retirement

[Ash33]

Hi all

I have a requirement to send a notification to the knowledge author once the knowledge article is REJECTED on retirement.

Workflow: Click Retire UI action > State changes to Pending Retirement > Approval/Rejection is sent to approver > Requirement {if rejected, send an email to knowledge author}

How do I achieve the above requirement?

Thanks,
Ash

[Mark Manders]

Just create a notification on the knowledge article table. Condition = 'workflow changes to retired' and you send the email to the author. Straightforward, just like with every notification.

Maybe also follow this thread, although I have the feeling you know about it: https://www.servicenow.com/community/architect-forum/i-have-a-requirement-to-send-a-notification-to-...

[Ash33]

Its not straightforward.

When a knowledge article is in the pending_retirement stage, an approval is sent to the approver. Once approver rejects it, the state changes to "published". That is when I require the notification to be triggered to the author.

[Bhuvan]

@Ash33 

Workflow - 'Knowledge - Approval Retire'. When Approval is rejected, customize the workflow to send an email notification along with out of box WF activity 'Move Article to Initial State'

https://www.servicenow.com/docs/bundle/xanadu-servicenow-platform/page/product/knowledge-management/...

Thanks,

Bhuvan

[Ash33 · Accepted solution]

I configured this solution and it has worked for me.

Step 1: Create an event in the sysevent_register table.

for eg;

Name = knowledge.retire.rejected;
Table = kb_knowledge

Step 2:
After Update BR on kb_knowledge table
Script:

(function executeRule(current, previous /*null when async*/ ) {

    // Only run when state changes from pending_retirement to published

    if (previous.workflow_state == 'pending_retirement' &&

        current.workflow_state == 'published') {

var authorSysId = current.author.toString();

gs.eventQueue('kb.retirement.rejected', current, authorSysId);

    }

})(current, previous);

Step 3: Create notification on kb_knowledge table
When to send: event is fire
Event name: select event created in step 1
Who will receive:

Event parm 1 contains recipient;