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

[lucasjt]

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.

I didn't notice anything strange about User Preference.

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

Thanks! ❤️

[Rajesh Chopade1 · Accepted solution]

Hi @lucasjt 

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

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

[Dr Atul G- LNG]

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

[lucasjt]

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.

[Dr Atul G- LNG]

Hi @lucasjt 

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

[lucasjt]

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...