Knowledge base notifications not working.

[clivebushell]

Hi,

For some reason the knowledge base notifications are not working, either for myself as the creator of KB articles or the members of the testers team who are getting INC and CHG notifications fine.

I have looked at the E-Mail notifications show below

and when you open the Knowledge base notifications, Knowledge Close Created for example

You can see that both myself and Donna are listed under the users who will get the notification and the group testers which both myself and Donna are a member of.

Other options

I'm not sure what else I am missing but when I create a new article and then publish it, I don't get any mails at all

Kind regards

Clive Bushell

[Sheeba_Sriniva1 · Accepted solution]

Hi Clive,

Are you creating a knowledge article directly or from a submission? Notifications on kb_submission table will be triggered only when articles created from a KB Submission? A submission can be created from an Incident or problem record depending on the property value 'glide.knowman.submission.workflow property'. You can find additional information here - Create knowledge from an incident or problem.

You will have to setup notifications on 'kb_knowledge' table if you are looking to trigger notifications on articles created.

Thanks

Sheeba Srinivasan

[Jason Occhialin]

I think Sheeba is on the right track. In the Helsinki release, the Knowledge application seeds 10 notifications and those notifications are against the kb_submission and the kb_social_qa_answer tables. If you are submitting a new record from "Create New" under the knowledge application, that's writing to the kb_knowledge table. As a simple test, try submitting a new record from the "Open Submissions" module which is the kb_submission table.

As a side note, one easy way to know which table a module references is by hovering over it. A little hover event displays at the bottom of your browser indicating the table in question. In this example, I am hovering over "Create New".