How to Customize Email Notifications for Knowledge Base Article Updates

[ameliasun]

Hi everyone,

I’m looking for guidance on how to customize the email notifications sent to subscribers of a knowledge base article whenever the author updates the content. Specifically, I’d like to know if there’s a way for the author to draft or tailor the notification message to highlight the specific changes or context of the update—rather than relying on a generic system-generated message.

Has anyone implemented this or found a workaround that allows for more personalized communication with subscribers? Thanks in advance for your insights! 

[Cheikh Ahmadou]

By default, ServiceNow sends a generic notification when a knowledge article is updated — and it doesn't allow the author to customize the message per update. However, with a bit of customization, you can implement a way for authors to write their own update message and have that message included in the notification sent to subscribers.

1. Add a custom field on kb_knowledge for the author's update message

2. Modify the KB update process to capture this message before save

3. Update the email notification to include the custom message

4. Clear the custom message field after notification is sent

[ameliasun]

Thank you Cheikh for your suggestion! Do you know some instructions on 

1. How to add a custom field on kb_knowledge?

2. How to Modify the KB update process?

Is there any available instructions that I can follow? 

[ameliasun]

Thank you Cheikh for your suggestion!

Can you provide some insights if you have on:

1. How to add a custom field inside  kb_knowledge?

2 How to Modify the KB update process? 

If there is available ServiceNow instructions, please kindly share, thanks!

[Cheikh Ahmadou · Accepted solution]

1. Add a Custom Field:

-> u_update_note

• Go to System Definition > Tables

• Search for kb_knowledge

• Add a new field:

  • Name: u_update_note

  • Type: String or Journal Input

  • Label: Update Message for Subscribers

  • Add it to the Knowledge Article form

2. Modify the Notification Logic

You can either:

• Modify the existing Knowledge Base update notification, or

• Create a new notification specific to updated articles with a custom message

New Notification (Recommended)

• Trigger: When to send = Updated

• Table: kb_knowledge

• Conditions:

  • u_update_note IS NOT EMPTY

  • Optionally: Workflow State = Published

• Recipients:

  • Scripted: get subscribers from the kb_subscription table

(function getSubscribers() {
  var emails = [];
  var subs = new GlideRecord('kb_subscription');
  subs.addQuery('document', current.sys_id);
  subs.query();
  while (subs.next()) {
    if (subs.user.email) {
      emails.push(subs.user.email);
    }
  }
  return emails.join(',');
})();

• Email body:

Hello,

The knowledge article "${number} - ${short_description}" has been updated.

Message from the author:
${u_update_note}

View the article here: ${URI}

3. (Optional) Auto-clear the Update Message After Notification by using a business rule (after update) on kb_knowledge table