How to Customize Email Notifications for Knowledge Base Article Updates

ameliasun · ‎05-20-2025

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 · ‎05-21-2025

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

View solution in original post

ameliasun · ‎05-21-2025

Thank you Cheikh! I'll try it out.

ameliasun · ‎05-27-2025

Hi Cheikh,

I tried to add a new field but was not sure if it is the correct place. Can you please instruct? Thank you!

Add a new field.png