Knowledge Base Article Expiration Notification

Chris Hoff · ‎08-06-2014

I have been tasked to setup a notification in our instance to periodically search the Knowledge Base for articles that are set to expire in 30 days or less, and then notify the author of the article with an email notification letting them know to update/retire the article. So far as I have found in the forums, the best way to accomplish this is to setup a Scheduled Job script to periodically search the KB table for articles meeting the conditions, and within this script kickoff an event. Also, there is an email notification that fires off when this event occurs. I have done this in my dev instance, and according to my event logs, the event kicks off and collects the right info in the event parameters, but the email notification still is not being sent. They are all running off of the Knowledge table, but I'm not sure why the email does not get sent ( continuously check the Outbox for the emails because sending is turned off in my dev instance. Any suggestions? I have the scripts available if anyone cares to take a look.

Screenshots added as requested Message was edited by: Chris Hoff

Subhajit1 · ‎08-07-2014

Hi Chris,

I would suggest you try with a simple Notification first and then try Mail Scripts if the first on works.

Then, there is no need of gr.update().

Third:- Pass gr.author as parm1 and gr.number as parm2(without the display values).

Thanks,

Subhajit

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samwallace881 · ‎11-12-2015

Genius! I was trying to figure out exactly how to filter the query...but my brain was fried after all day of work. Thanks!

Another, quick one on email notifications.

I am trying to send a notification to the approver of kb article submissions...I used the OOB change.itil.approve.role email template but don't know how to relate it to the kb table. Any suggestions?

manishm · ‎12-29-2021

FYI - ServiceNow has made it easier now. This can be achieved by turning on the following property:

glide.knowman.enable_article_expiry_notification