knowledge articles should send OOTB expiry notification for 30 and 60 days servicenow

p_n
Tera Guru

13 hours ago

OOTB notification works for 30 days. We tried to create a new email script to show content for articles eaxpiring in next 60 days. However the OOTB script include that triggers event considers authers/kb owners/kb manager etc, of articles expiring in 30 days. How to resolve this issue. All the authers/kb owners/kb managers should get the notification. We cannot update the script include as its read-only.

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pratikjagtap
Giga Guru
Giga Guru

12 hours ago

Hi @p_n ,

 

 

  • Clone the OOTB Script Include:

    • Create a new Script Include (e.g., CustomKBExpiryNotification).
    • Copy the logic from the OOTB Script Include.
    • Modify the condition to check for 60 days instead of 30.

  • Create a New Scheduled Job or Business Rule:

    • Trigger your custom Script Include for articles expiring in 60 days.
    • Ensure it fires the same event or a new custom event (e.g., kb.expiry.60days).

  • Create a New Notification:

    • Link it to your custom event.
    • Add recipients: authors, KB owners, KB managers.

If my response helped, please hit the 👍Thumb Icon and accept the solution so that it benefits future readers.

 

Regards,
Pratik

 

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Chaitanya ILCR
Mega Patron

12 hours ago

Hi @p_n ,

 

you can update the OOB scheduled job (Notification for Article Expiry Warning)

update as highlighted

changes changed it to run daily and commented few lines in the condition

ChaitanyaILCR_2-1761586803243.png

 

 

now go to the script include (KBKnowledge) this is for customers to override the OOB functionality of script include (KBKnowledgeSNC) which is readonly

and update it as this

ChaitanyaILCR_3-1761587352465.png

 

 

if you already have update the script include just append or update the method (notifyForExpiringArticles)

as below

var KBKnowledge = Class.create();

KBKnowledge.prototype = Object.extendsObject(KBKnowledgeSNC, {

    notifyForExpiringArticles: function() {
        if (gs.getProperty("glide.knowman.enable_article_expiry_notification", "false") === "true") {
            var userArticleMap = new function() {
                this._map = {};
                this.put = function(key, val) {
                    if (!this.containsKey(key)) {
                        this._map[key] = [];
                        this._map[key].push(val);
                    } else if (this._map[key].indexOf(val) == -1) {
                        this._map[key].push(val);
                    }
                };
                this.containsKey = function(key) {
                    return this._map.hasOwnProperty(key);
                };
                this.get = function(key) {
                    return this.containsKey(key) ? this._map[key] : null;
                };
                this.keys = function() {
                    var keys = [];
                    for (var key in this._map) {
                        if (this._map.hasOwnProperty(key)) {
                            keys.push(key);
                        }
                    }
                    return keys;
                };
            };

            var isVersioningEnabled = pm.isActive('com.snc.knowledge_advanced') && gs.getProperty("glide.knowman.versioning.enabled", "true") === "true";
            var gr = new GlideRecord('kb_knowledge');
            gr.addEncodedQuery("workflow_stateINpublished^kb_knowledge_base.active=true^valid_toRELATIVEGT@dayofweek@ahead@59^valid_toRELATIVELT@dayofweek@ahead@61");
            gr.orderBy('valid_to');
            gr.setCategory('homepage');
            gr.query();

            var isAOGEnabled = pm.isActive('com.snc.knowledge_advanced') && gr.isValidField("ownership_group") && gs.getProperty("glide.knowman.ownership_group.enabled", "true") === "true";
            while (gr.next()) {

                userArticleMap.put(gr.author + '', gr.getUniqueValue());

                if (isVersioningEnabled && gr.revised_by)
                    userArticleMap.put(gr.revised_by + '', gr.getUniqueValue());

                if (gr.kb_knowledge_base) {
                    userArticleMap.put(gr.kb_knowledge_base.owner, gr.getUniqueValue());
                    var kbManagers = gr.kb_knowledge_base.kb_managers;
                    if (kbManagers) {
                        var kbManagersList = kbManagers.split(',');
                        kbManagersList.map(function(kbmanager) {
                            userArticleMap.put(kbmanager + '', gr.getUniqueValue());
                        });
                    }
                }

                if (isAOGEnabled && gr.ownership_group) {
                    var aogMembers = new KBOwnershipGroup().getOwnershipGroupMembers(gr);
                    aogMembers.map(function(user) {
                        userArticleMap.put(user + '', gr.getUniqueValue());
                    });
                }
            }

            var maxArticleCount = 11;
            var users = userArticleMap.keys();
            var articleCount = 0;
            users.map(function(user) {
                var articleList = userArticleMap.get(user);
                articleCount = articleList.length;
                articleList = articleList.slice(0, maxArticleCount);
                var inputParam = {
                    articleList: articleList,
                    articleCount: articleCount,
                    isVersioningEnabled: isVersioningEnabled,
                    isAOGEnabled: isAOGEnabled
                };
                gs.eventQueue("kb.article.expiry.warning", null, user, JSON.stringify(inputParam)); //sending 11 articles displaying only 10 articles in email

            });
        }
    },

    type: "KBKnowledge"
});

 

Please mark my answer as helpful/correct if it resolves your query.

Regards,
Chaitanya

 

 

 

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