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]

Agree, any lower environment to test?

Also is only 1 user or all user having ths issue?

[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

[lucasjt]

Oh, thanks Rajesh. I just checked and it is disabled. When it is disabled, the user will not receive email, right?

[Dr Atul G- LNG · Accepted solution]

Yes.