Linking to Knowledge Article from an e-mail notification for Approvals

[johnsgp]

When I request publication or retirement of a knowledge article and the workflow creates an approval (in the sysapproval_approver table), the "Approval for" field (sysapproval) in that table is blank.   According to the manual, Email Notifications - ServiceNow Wiki section 8.2 Linking to Related Records, it is linked to the related Task record (incident, change, problem, etc).   In the case of knowledge article approval, there is no task.

Is there any way to link to the knowledge article so that an e-mail notification can pick out things like the short description of the article?

[Brad Tilton · Accepted solution]

If the approval is not for a task it uses the document_id field. In that case you could look that up through a mail script and pull attributes.

[johnsgp]

Thanks, Brad - that's it!

[samwallace881]

Can you please tell me the exact way to do this?

My objective is to send an email notification to the approver of knowledge article publishing.

I have made so many different alterations to email notifications, events, business rules, templates, and scheduled jobs and still cannot get it to send me a notification saying 'a new article has been created and needs your approval'.....

<ugh>

[johnsgp]

Create an Email Notification on the Approval [sysapproval_approver] table.   In the 'When to send' tab, tick Inserted and Updated (you need 'Updated' as well because a rejected approval is reused on subsequent approval request), the Source table 'is' kb_knowledge and State 'changes to' Requested.   In the 'Who will receive' tab, select Approver in the Users/Groups in fields.   Then add your email template or subject/message in the 'What it will contain' tab.