Knowledge notification are not getting triggered - when workflow state = outdated.

[Snehal Madakatt]

I want to trigger notification for knowledge article states:

1. KB article when created --state: draft

2. KB article will be retired --state: pending retirement

3. KB article is retired --state: retired

4. KB article is outdated --state: outdated

I have configured as below. But notifications are not getting triggered.

Kindly help.

[Gunjan Kiratkar]

Hi @Snehal Madakatt ,

Outdated option is not available OOB with instance.

It might be the custom choice created by someone in your instance. I tried with other choices and it works for me. May be you can try removing everyone from who will receive and try to put only your name in that user field and then check.

uncheck send to event creator, remove everyone from User/Group fields and User fields. Just put your name as admin in user.

[Snehal Madakatt]

In my instance its OOB. I have not created. Knowledge versioning is enabled..so this option is available i think. Other notification are getting triggered by using event in BR, but for outdated, its not getting triggered. I tried using flow designer as well, but for outdated its not getting triggered. I will try to find out other way.

Thankyou for responding my query.

[Rajesh_Bhise]

@Snehal Madakatt  - I would highly recommend you to use ServiceNow no code low code functionality e.g. Flow designer to send notifications rather to use traditional ways.

 1. you can use flows trigger on article state e.g. draft, retired and so on 

2. Then you can use OOTB action - Send email. add your details like, recepient, subject and body

3. publish the flow.

You can use Subflow as well but to trigger them you can use BR or Decision records.

Please mark this answer Helpful if you feel this way is correct.

Thank You,

Rajesh