User does not receive notification/email about knowledge base articles.

lucasjt
Tera Contributor

Hello everyone, I hope you are well and healthy!

 

I have a case with a client, where a user is not receiving the notification email about new publications in the "Contact Center" knowledge base.

 

I checked the subscription management, it is indeed signed.

 

lucasjt_0-1710937671175.pnglucasjt_1-1710937761841.pngI didn't notice anything strange about User Preference.

 

Can anyone help me with a guide to continue the investigation?

Thanks! ❤️

2 ACCEPTED SOLUTIONS

Rajesh Chopade1
Mega Sage

Hi @lucasjt 

Have you checked on user profile, 'Notification' is enable?

RajeshChopade1_0-1710938423736.png

 

Also check in 'Email logs', notification sent from ServiceNow or not.

 

I hope my answer helps you to resolve your issue, please mark my answer correct and helpful accordingly.

thank you

View solution in original post

Yes.

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If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

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View solution in original post

8 REPLIES 8

Dr Atul G- LNG
Tera Patron
Tera Patron

Is this issue with 1 user or all? Hope you check all email notification as well.

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

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I only received information from the customer that an employee has this problem.
I checked the instance's email box, there was nothing in her email.

Hi @lucasjt 

 

Could you please add yourself and other user to do testing, if you are receiving email or not?

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

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Yes, you could add me, but you would have to wait for any updates from the customer in the knowledge base.
Because it is a production/final instance, we cannot "burn" records...