Updating Knowledge Article

[Snehitha1]

Can we modify or create notification to article author when an update is done. Article updates should send a notification to Knowledge Article author that there was a change done in the article.

[Dan O Connor]

@Snehitha1 Yes this is possible using Flow Designer or platform notifications.

If you navigate to Notifications and filter to the Knowledge table you can see the notifications currently present.

If you create a new notification

- Set the Trigger to be when a record is updated (specify a field if you want to be specific about the notification)

- Set Who to Send To to be the user in the author field

- Set What to Send to be whatever you want the notification to contain

[JamesEcoStratus]

Yes, in ServiceNow, you can modify or create notifications to inform the Knowledge Article author when an update is made to an article.

In ServiceNow, you can customize or establish notifications that will notify the Knowledge Article author whenever an update is applied to an article.

You have a couple of approaches to accomplish this task.

Option #1: Using Notification Workflows and Events

Here's a step-by-step guide to implementing this option:

1. Create or Modify Notification Event:
• Access "System Definition" > "Notification" > "Notification Events."
• Generate a new Notification Event or modify an existing one to activate when a knowledge article is updated. You can base it on the "Knowledge - Article Updated" event or craft a custom event tailored to your requirements.
2. Configure Notification:
• Inside the Notification Event record, define the specifics of the notification. This includes specifying the recipient (the Knowledge Article author), composing the message content, and setting any conditions that govern when the notification should be dispatched.
3. Create a Notification Workflow:
• Navigate to "System Definition" > "Notification" > "Notification Workflows."
• Establish a new Notification Workflow or employ an existing one. Associate it with the Notification Event created in Step 1.
4. Define Workflow Activities:
• In the Notification Workflow record, outline the workflow activities. Typically, this will involve sending an email or another type of notification to the Knowledge Article author. You can incorporate placeholders in the message body to include dynamic information such as article details.
5. Configure Workflow Triggers:
• Set up the conditions that should trigger this Notification Workflow. This would typically encompass specifying when an article undergoes an update.
6. Activate the Workflow:
• Once your Notification Workflow is configured, activate it to make it operational.
7. Test and Monitor:
• Verify the notification system by updating a knowledge article and ensuring that the author receives the expected notification. Continuously monitor the system to confirm that notifications are dispatched as intended.

By adhering to these steps, you'll be able to establish a notification system in ServiceNow that keeps Knowledge Article authors informed whenever an article is updated, facilitating effective communication about changes made to their articles.

Option #2: Utilizing Flow Designer

Flow Designer in ServiceNow provides a visual interface for designing intricate workflows, including the creation of notifications. Here's a summary of how to employ Flow Designer to send notifications when a knowledge article is updated:

1. Access Flow Designer:
• Log in to your ServiceNow instance.
• Proceed to "Flow Designer" located within the "Automation" section.
2. Create a Flow:
• Initiate the process by clicking "Create Flow" to initiate a new workflow.
3. Configure Triggers:
• Include a trigger that dictates when the flow should execute. In this context, you'd set up a trigger that activates when a knowledge article is updated. You may need to employ conditions or scripts to detect article updates.
4. Add Notification Action:
• Within the flow, insert an action for sending a notification. You have the flexibility to opt for an email notification or select another preferred notification method.
5. Configure Notification Content:
• Customize the content of the notification, including specifying the recipient (the Knowledge Article author) and composing the message content. You can integrate dynamic data from the knowledge article into your notification message.
6. Test and Activate:
• Validate the functionality of the flow to ensure it operates as expected. Afterward, activate the flow to make it operational.

Please bear in mind that the specifics of Flow Designer may have evolved or changed depending on your ServiceNow version. To ensure that you're employing the most up-to-date features and best practices for setting up notifications within Flow Designer, I recommend referring to the latest ServiceNow documentation or seeking guidance from ServiceNow experts.

Good Luck!

James @Ecostratus

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[Community Alums]

Hi @Snehitha1 ,

I have same requirement can you please tell how you have configured.