Knowledge Article Expiry notification not working (as expected)

[Rob Sestito]

Hey SN Comm Team,

We are noticing that it seems the notification is not being sent to the author, when it is not the original author.

We have the notification KM: Article Expiry Warning using the event kb.article.expiry.warning.

We have the scheduled job Notification for Article Expiry Warning running monthly on the first day, with the correct encoded query. Run this script is using new KBKnowledge().notifyForExpiringArticles();

The notification is using the mail script km_article_expiry_warning (here is the script):

(function runMailScript(/* GlideRecord */ current, /* TemplatePrinter */ template,
          /* Optional EmailOutbound */ email, /* Optional GlideRecord */ email_action,
          /* Optional GlideRecord */ event) {
	if(event.parm1 && event.parm2){
		var recepient = event.parm1;
		var inputParams = JSON.parse(event.parm2);
		var date = new GlideDate();
		date.addMonths(1);
		var monthName = date.getByFormat("MMMM");
		var articleIDs = inputParams.articleList;
		if(articleIDs){
			var emailContent = new KBKnowledge().getArticleExpiryContent(recepient,inputParams);
			template.print(emailContent.templateContent);
			email.setSubject("Knowledge articles expiring in "+monthName);
		}	
	}
})(current, template, email, email_action, event);

We have some HR Reps stating that they are not getting the email notification they should be getting when they are an author of an article that should have been triggered through the entire process shown above.

I have tested as myself being the author, execute the scheduled job and one of my articles (that I changed the valid to date) is getting hit perfectly. I changed myself as the author to someone else. Executed the scheduled job again and they did not get the email. I adjusted the notification within the Who will receive tab a few times to add the Author, parent author, parm 1 (already checked OOTB), and added Parm 2. Send to event creator is also checked. They still did not get the email through many tests. I then changed it back to myself as the author, and I did get the notification.

Seems as though the system is ignoring when the author is changed (not the original). Is this normal, as expected? Or, can someone help me figure out why the NEW author would be ignored?

Cheers,

-Rob

[mfhaciahmetoglu]

Hey, where can we find the new information?

[Rob Sestito]

Hey @mfhaciahmetoglu - 

The newer post is here: Knowledge Article expiry notification process - new author issue

While the newer post I created has other information, the actual work I followed along with was related to blog that I have referenced in the newer post.

Take a look and see if that information helps - if not, definitely recommend creating a post so that others within the community can help you!

Cheers,

-Rob