Knowledge Article Approval Email Notification

[sseverance]

Hi folks! We have noticed that we do not have email notifications set up to send the author of a knowledge article an email when their knowledge article has been approved and is published. Can someone please point me in the direction for where this logic lives so we can put this functionality in place. We do have an email notification in place for when the knowledge article is rejected. Thanks! 

[RajveerSingh]

Hello @sseverance ,

Go to All > System Notification > Email > Notifications, filter by Table = Knowledge [kb_knowledge], and review the active notifications.

Since you already have a working notification for article rejection, start by examining that notification. Check whether it is triggered by a system event or by record conditions/field changes. This will help you identify the logic currently being used and make it easier to create a corresponding notification for when an article is approved and published.

If the rejection notification is event-based, review the associated event in System Policy > Events > Event Registry. If it's condition-based, you can use a similar approach with conditions such as Workflow State = Published and send the notification to the article author.

Hope this helps.

[vaishali231]

Hey @sseverance 

The first place I would check is System Notification > Email > Notifications for any notifications on the kb_knowledge table related to article publishing.

If you already have a notification for article rejection, compare its conditions and trigger logic with the publish process. In many implementations, a notification for the Published state is not configured by default and must be created separately.

Also review whether the article publication is being handled through:

1. A Knowledge Workflow (legacy workflow)
2. Flow Designer
3. A custom Business Rule or Script Action

A common approach is to create a notification on the kb_knowledge table that triggers when the article state changes to Published and sends an email to the article's Author.

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Regards

Vaishali Singh

Servicenow Developer
Linkedin - https://www.linkedin.com/in/vaishali-singh-2273361bb

[vaishali231]

hey @sseverance 

Hope you are doing well.

Did my previous reply answer your question?

If it was helpful, please mark it as correct ✓ and close the thread . This will help other readers find the solution more easily.

Thankyou & Regards

Vaishali Singh

Servicenow Developer
Linkedin - https://www.linkedin.com/in/vaishali-singh-2273361bb