Knowledge base notifications not working.

clivebushell · ‎10-14-2016

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 · ‎10-14-2016

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

View solution in original post

akashsrm100 · ‎10-14-2016

Try opening records and check which record is yours

if your notification is sent in type it will show as sent

clivebushell · ‎10-14-2016

I can only see Incident and SLA messages, nothing related to Knowledge

Clive

akashsrm100 · ‎10-14-2016

Hi clive

Check whether all the conditiions are met which you gave while creating notification.

Click on email diagnostic in navigaton bar check whether all connection are working fine.

clivebushell · ‎10-14-2016

Everything looks fine there, all green

akashsrm100 · ‎10-14-2016

Clive

I tried in my development instance its working fine

Try changing your condition to check whether notification is getting triggered