question Knowledge article approval notification in Developer forum

Knowledge article approval notification

Kaps2 — Fri, 20 Jan 2023 02:05:14 GMT

Knowledge article approval notification in DEV working properly, but when i test in PROD approver name and article number showing undefined

Re: Knowledge article approval notification

Community Alums — Fri, 20 Jan 2023 05:43:09 GMT

Hi @Kaps2 ,

This is because the Notification is not able to find the Knowledge article and Approver in PROD instance.

To fix this, make sure you have the same Knowledge article which is in Dev should be available and publised in PROD as well.

Same goes with Approver, make sure you have the same approver in PROD too.

Re: Knowledge article approval notification

Kaps2 — Fri, 20 Jan 2023 06:08:54 GMT

Approver is available in prod also, when i create knowledge article approver received notification but in that name is undefined and article no. also undefined.

Re: Knowledge article approval notification

Community Alums — Fri, 20 Jan 2023 06:26:49 GMT

Hi @Kaps2 ,

The default approvers are the Knowledge Base Owner and the Knowledge Base manager(s).

Go ahead and check on the respective Knowledge Base who are Owner and managers:

Example :

Re: Knowledge article approval notification

Kaps2 — Fri, 20 Jan 2023 06:37:57 GMT

we have configured approval based on knowledge category. and approval also triggering check screenshot and these user received notification also

Re: Knowledge article approval notification

Kaps2 — Fri, 20 Jan 2023 06:40:59 GMT

Check this notification in PDI "KM: Approve article for publishing"

Re: Knowledge article approval notification

Community Alums — Fri, 20 Jan 2023 06:41:15 GMT

Hi @Kaps2 ,

If you see your screenshot, the "Approval for " is missing .

Check the configuration again which you have tweaked based on Category.

Re: Knowledge article approval notification

Community Alums — Fri, 20 Jan 2023 06:43:55 GMT

i cannot check your PDi @Kaps2

Re: Knowledge article approval notification

Kaps2 — Fri, 20 Jan 2023 07:07:00 GMT

You can check your pdi also, it is default notification

Re: Knowledge article approval notification

Community Alums — Fri, 20 Jan 2023 07:11:18 GMT

Hi @Kaps2 ,

I am aware of the OOTB notification, what my ask is what conditions have you added that i cannot see until you share the screenshot here.

Please share "When to send" and "who will receive" section please.

Re: Knowledge article approval notification

M_Batko — Fri, 20 Jan 2023 13:03:30 GMT

Hello Kaps, you've mentioned you're "testing" this in PROD. Are you doing it via the "Preview Notification" pop-up in your PROD instance? If so, please make sure to select a "Preview Record" in the same popup - this will populate the values, assuming you do have such an approval pending there and everything is configured accurately as per Sandeep's advice.

Ideally, we wouldn't be doing testing in production environments, only in sub-prod when all the environments are in synch.