Email notifications for Suggesting

[DanEvers]

I've enabled Suggesting for a Knowledge Base that I'm an owner of. Is there a setting I can select that will send me an email when someone posts a suggestion on one of the articles in my KB?

[AnveshKumar M · Accepted solution]

Hi @DanEvers 

I don't think there is an out of the box configuration to send notification KB owner, but you can ask your ServiceNow admin/developers to build a custom notification for this. You can follow the below guidelines for creating the custom notification.

1. Navigate to System Notification -> Email -> Notification and click one New  button on top left corner.

2. In the page opened fill the details like below,

• Name: KB Suggested notification to Owner
• Table: Knowledge Feedback (kb_feedback)
• In When to Send Section:
  • Send when: Record is Inserted or updated
  • Inserted : Check the check box
  • Conditions: Flagged || IS || True
• Who will receive section:
  • Users/Groups in fields: Article.Knowledge base.Owner (Select this using dot walk, you can also select KB Managers along with owner if you want)
• What it will contain section:
  • Subject: A New Suggestion has been added to article ${article.number} 
  • Message HTML: 

    Hello ${article.kb_knowledge_base.owner},

    A new suggestion has been added to the Article ${article.number}

    Suggestion: ${comments}

3. Save the form.

Screenshots for all of the above steps:

The final output when an article got a suggestion:

Please mark my answer helpful and accept as solution if it helped 👍✔️