K2 Help Desk - Knowledgebase Reverted to Draft State Notifications
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3 hours ago
K2 Help Desk - Knowledgebase Reverted to Draft State Notifications
We have two issues with ServiceNow notifications regarding KB articles being reverted to draft state.
1. The first issue is that many of them are going to our RingCentral skills, which is artificially inflating contact numbers that we use to bill our clients, and which delay our team from doing billable work.
We have observed these notifications going to the following client skills: ABC Law, Applegate and Thorne, ArentFox Schiff, Banner and Witcoff, Bodman, Bredhoff Kaiser, Croke Fairchild, Crowe and Dunlevy, DC Advisory, Dechert LLP, Feldesman Leifer, Hall Estill, Irell and Manella LLP, Kahana Feld, Krieg Devault, Legal Aid Society, Mark G Anderson Consulting, McGlinchey Stafford, Merchant and Gould, Michael Best, Nuclear Threat Initiative, OHagan LLC, Patterson Belknap, Patzik Frank and Samotny, Phelps Dunbar, Quarles and Brady, Sherman Howard, Solomon Partners, Wiggin and Dana, Wilcox Savage.
We ask that no KB notifications be sent to any email address with the k2helpdesk.com domain.
2. The second issue with these reverted to draft state notifications is that most of them are erroneous.
They are being sent even when the KB is not being reverted to draft state. The three most recent examples are KB0034250 for Wiggin, KB0038090 for Phelps and KB0019892 for Irell.
What appears to be happening is that when a lead checks out a KB it creates a temporary sub-version, then when the KB is published the sub-version triggers a reverted-to-draft-state notification while the actual new version is published as a major version. For example with KB0034250, Sabrina Posey checked out the article which created version v22.01. When she published it was created as v23, but v22.01 triggered the reverted to draft state notification, even though the article itself was published successfully, and version v22.01 does not remain in draft state. Please let me know if you wish to discuss this.
Need solution:
any idea why that might be happening
