Knowledge Approval emails

[daniellethomson]

Hello!

I have created an approval email notification and template for a knowledgebase approval workflow and I cannot get the email to kick off. I have approval emails for Change and Request that fire based on task type Change/Request but I cannot find a condition for knowledge that is working. I thought it would be knowledge submission but that isn't it.

Any idea how to fire an approval email based on knowledge in review state to be approved to be published?

Thank you!

Danielle

[daniellethomson · Accepted solution]

Hi Leah,

I worked with HI on a solution for this and I have to create a mail script to make this work since the notification needs to come from the approval table but the fields are on the KB table. All is working for us now. I hope this helps!

[LMHoffman]

Hi Danielle,

We haven't gotten it working and I'm inexperienced with scripting.

I'll reach out to HI to see if they can help.

Appreciate you getting back with me!

[samwallace881]

Have you got this to work yet, Leah?

I am tasked with the same thing and can't get it to work.

I may be over-thinking it.

[LMHoffman]

Hi Sam, unfortunately we haven't, and I haven't had a chance to follow up with ServiceNow support.

I've set it up the same way as we do approvals for Change & Service Catalog, and still no go

If I find anything out, I'll let you know.

[jonmulherin]

We're on Fuji and I configured a notification to the approver as follows:

Notification configuration

Table: sysapproval_approver

Send When: Record Inserted or Updated

Condition:   Source table is kb_knowledge AND State is Requested

Send to: Approver

Content Type: HTML and plain text

Email Template name

Template configuration

Table: sysapproval_approver

Subject: ${document_id.sys_class_name} Article ${document_id.number} Approval Request

Message (Not HTML) follows

<div>Short description: ${document_id.short_description}</div>

<div>Knowledge base: ${document_id.kb_knowledge_base}</div>

<div>Category: ${document_id.kb_category}</div>

<div>Author: ${document_id.author}</div>

<div>Published: ${document_id.published}</div>

<div>Owning Group: ${document_id.u_owning_group}</div>

<div>  </div>

<div>

<div><hr /></div>

</div>

<div>${mailto:mailto.kbapproval}</div>

<div>

<div><hr /></div>

</div>

<div>Click here to view or reject the Approval Request: ${URI}</div>

<div>Click here to view ${document_id.sys_class_name} Article: ${document_id.URI_REF}</div>

mailto.kbapproval configuration

Table: sysapproval_approver

Subject: Re:${document_id.number} - approve

Message HTML: Click here to approve ${document_id.number}

Our knowledge admin decided not to go with a mailto reject link in the notification.   I had one in and removed it.   Configuration is the same as mailto.kbapproval other than changing "approve" to "reject" in the subject and message.

Hope this helps.