Understanding Subscription-Based Notifications

[nikita_mironov]

Hi All
I need a hint as I'm totally lost. I activated the Subscription Based Notifications plug in in our Sandbox instance, read 3 times the WIKI articles about Subscription Based Notifications but I still can not achieve the following:

My ITIL user wants to get notified about all work notes updates in P1 incidents.

What I've done:
1) Created work notes notifications firing for incident.worknotes, added notification for table incident
2) logged in as ITIL user and create Subscription Based Notification selecting the work notes notification + "Critical issues" filter.
Created P1 and added worknotes - no notification

However Subscription Based notifications work perfectly for default notifications like "CIs Affected"

What am I doing wrong?

[Jay_Ford]

Do you have a Business Rule that actually fires the incident.worknotes? If so write a log entry when it is fired to make sure it is in fact firing.

[Roger19]

If got the same problem. The event is firing. you can see it in the event-log, but no mail.
It seems that every out-of-box examples is bound to a field of the triggered table, like "incident.assigned_to". But In my case, I want to have a subscription, which informs me about any new knowledge article. So I don't have the relation between kb_knowledge and the user of the subscription.

Client-callable in the business rule does not work (and does not make any sens).

In the businessrule is a simple call:
gs.eventQueue("knowledge_new2", current, gs.getUserID(), gs.getUserName());

[nikita_mironov]

Hi
The event is incident.worknotes_added, sorry. Yes, I do see it in events after I update the work notes.
Name: incident.worknotes_added
State: Processed
Table: incident
Instance: 85180f220a0a8c040119117e43052b39
User ID: 1f83f3c40a0a3c0e74190d039eee8cc4
Processed: 31-03-2010 04:05:26
URI: incident.do?sys_id=85180f220a0a8c040119117e43052b39&sysparm_stack=incident_list.do?sysparm_query=active=true
Param1: 1f83f3c40a0a3c0e74190d039eee8cc4
Param2: nikita.mironov

[Jay_Ford]

I checked this out on my dev system and my notifications wouldn't send either until I made my Business Rule client callable.

Hope this helps...