Email are not getting triggered when a subscribed knowledge article is edited

[Nivedha G]

Hi,

  I have subscribed a knowledge article,and when editing is done on that article the "KM Subscription: Article revised" notification should be triggered and the author,subscriber should get email based on OOTB.

But,I am not getting any notification? Could I know any possible reason why its not getting triggered?

Thanks in advance

[Revanth Karra]

Dear Diya Sankar,

Hi @Nivedha G . Hope you're doing great! 

I can give you, Potential Causes and Solutions + Troubleshooting Steps + Reproducing steps. 

Note:

1. You've subscribed to a knowledge article.
2. When the article is edited, the "KM Subscription: Article revised" notification isn't triggering emails for the author or subscriber (you).

POTENTIAL CAUSES AND SOLUTIONS:

Inactive Notification:

The "KM Subscription: Article revised" notification might be inactive.

"Fanout to Stream" Unchecked:

The "Fanout to stream" option for the "Revised Article" activity type might be unchecked.

Subscription Issue:

There might be an issue with your subscription to the article itself.

Permissions:

You or the author might lack the necessary permissions to receive notifications.

Customizations:

Customizations to Confluence or notifications could be interfering.

TROUBLESHOOTING STEPS:

Check Notification Status:

Go to Confluence administration > System Settings > Notifications.

Find "KM Subscription: Article revised" and verify it's "Active."

Verify "Fanout to Stream" Setting:

In Confluence administration, navigate to System Settings > Activity Stream.

Find "Revised Article" under Activity Types.

Ensure "Fanout to the stream" is checked.

Resubscribe to the Article:

In the problematic knowledge article, unsubscribe and then resubscribe.

Review Permissions:

Confirm that you and the author have the necessary permissions to view and receive notifications for the knowledge base.

Check for Customizations (if applicable):

If you've made customizations to Confluence or notifications, temporarily disable them to see if they're causing the issue.

REPRODUCING STEPS:

1. Log in to Confluence as an administrator.
2. Go to System Settings > Notifications.
3. Search for "KM Subscription: Article revised."
4. If it's inactive, activate it.
5. Go to System Settings > Activity Stream.
6. Find "Revised Article" under Activity Types.
7. Ensure "Fanout to the stream" is checked.
8. Now, as a regular user:
   Go to a knowledge article you're subscribed to.
9. Unsubscribe from the article.
10. Subscribe to the article again.

Tips:

1. After making changes, clear your browser cache and try subscribing to an article again to test if the notification works.
2. Consult Confluence documentation for specific details on managing notifications and permissions.
3. By following these steps and considering the potential causes, you should be able to resolve the missing notification issue and ensure you receive email updates when a subscribed knowledge article is edited.

Can you please try and let me know if it's working?

Kindly, please mark my solution as Helpful/Correct, if applicable. If I could help you with your Query then, please hit the Thumb Icon and mark as Correct!!

Thanks & Regards, 

Revanth. K

Product Test Automation Engineer

[Ramesh S Reddy]

Hi Nivedha,

Did you got the solution for your query, cause I also got the same issue..

If you resolved the issue please let me know.

Thanks