Subscribe button on knowledge article on portal.

Sonam Sumbul1
Tera Contributor

Upon creating the article, when I try to open it in portal impersonated as the author, the 'Subscribe' button on the article shows as 'Subsrcibed' even though article is not subscribed by the author or is part of already subscribed knowledge base. However, when I check with my account for same article on portal it doesn't show as subscribed.
I validated this in my personal developer instance as well and this is how it is working OOTB.

 

Is there any specific reason why it would show as 'Subscribed' for author of article. Please share your inputs as this is weird unless there is a valid reason ServiceNow built it this way as the same behaviour is in personal instance as well. Why would an article show as 'Subscribed' only for the author even when it was not Subscribed by him/her.

1 ACCEPTED SOLUTION

Mark Manders
Mega Patron

The process is described here: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0852951

 

And to me it sounds logical. You subscribe to an article to receive notification on updates. If you are the author, I assume you want to know if some one is updating your article, since it's your work. That's why the BR in the mentioned article, subscribes the author automatically. 


Please mark any helpful or correct solutions as such. That helps others find their solutions.
Mark

View solution in original post

3 REPLIES 3

Mark Manders
Mega Patron

The process is described here: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0852951

 

And to me it sounds logical. You subscribe to an article to receive notification on updates. If you are the author, I assume you want to know if some one is updating your article, since it's your work. That's why the BR in the mentioned article, subscribes the author automatically. 


Please mark any helpful or correct solutions as such. That helps others find their solutions.
Mark

Thank you Mark, for sharing the valuable information.

Sonam Sumbul1
Tera Contributor

I believe the OOTB 'KM Subscription: Article revised' notification should trigger the notification to Author, Revised by of the article and the Owner of the Knowledge base. However, I observed the notification being triggered to only Author of the article and the Owner of Knowledge base. If OOTB business rule auto-subscribes author, revised by and owner then should it not notify all three. Please share your insights on this if anyone has come across anything like this or has any information regarding it.

Thanks in advance!