Authors receiving a request to approve/reject an article?

[CaitlynD]

Hi

This has only happened once so far but I have a knowledge base where I am the only knowledge manager. There are around 5 or 6 authors. I've had an email today from two of the authors who received a prompt to approve or reject an article that had entered review state within that knowledge base. Am I correct that those emails should only come to me and not to the other authors? If so, what could cause this?

Thanks

Caitlyn

[pavani_paluri · Accepted solution]

Hi @CaitlynD ,

You’re right — normally knowledge approval notifications should only go to the designated knowledge manager(s) for that knowledge base, not to all authors. Authors are typically notified when their own article moves through states draft or review or published, but they shouldn’t be asked to approve other people’s submissions unless they’ve been added as approvers.

You can check below things:

Knowledge base settings: Check the Knowledge Managers and Knowledge Contributors roles assigned to the base. If authors were accidentally given the knowledge_manager role, they’ll get approval prompts.
Workflow configuration: Each knowledge base can have its own approval workflow. If the workflow was customized to include author or contributor groups in the approval step, those users will receive approval emails.
User role inheritance: Sometimes users inherit roles through groups. For example, if an author is in a group that has the knowledge_manager role, they’ll be treated as managers.
Notification setup: The notification that goes out on Article enters review may have been configured to send to more than just managers. Check the recipients list in the notification record.

Mark it helpful if this helps you to understand. Accept solution if this give you the answer you're looking for

Kind Regards,

Pavani P

[CaitlynD]

Thank you Pavani - I've checked the list of roles and they do appear to have the knowledge manager role attached. It says it wasn't inherited but also has a blank space in Granted By so I'll need to ask about the audit trail on this. Thanks!

[Tanushree Maiti]

Hi @CaitlynD ,

Yes, you are correct . Those email should have been going to you. 

Check your   Knowledge - Approval Publish workflow which is  is designed to send approvals to the Knowledge Base manager, not the author. check whether it is customized.

Refer: 

https://www.servicenow.com/community/servicenow-ai-platform-forum/knowledge-article-reject-notificat...

https://berkeley.service-now.com/kb_view.do?sys_kb_id=b59ae2be1b1025d03411c918624bcb71