question Email notification for Expiring KB in ServiceNow AI Platform forum

Email notification for Expiring KB

anurima — Wed, 13 Mar 2019 05:43:03 GMT

I want to trigger a email notification every 6 months to Article owner, Knowledge Admin and Knowledge Manager when a KB article is to expire, 14 days before.

I have created an event, a notification and also a schedule job.

I checked in event log, event is getting triggered when I am executing now but email notification is not triggering.

Can anyone please tell what wrong I am doing here.

I have attached the screenshot.

Notification:

Scheduled Job:

Re: Email notification for Expiring KB

Ankur Sharma — Wed, 13 Mar 2019 06:07:34 GMT

Hi Arunima,

Assuming the email sending is enable,Can you please the following:

1. Click on 'Preview Notification' and check if it displays email preview correctly. I don't see any issues with the email body but can't see what's in the template used. System will not generate an email if mail script throws error(if used).

2. Grab the parameter 1 from the event log which is user sys id. Check in the user table if the user profile is active or if user has email address configured.

3. Check the user preference and see if user has not disabled the notifications(all or this particular).

Let me know if it helps.

Re: Email notification for Expiring KB

anurima — Wed, 13 Mar 2019 06:42:53 GMT

I have selected the check box send to event creator, so the email should come to me.

Looked for the user sys ID, that's mine which is active and email is configured.

Email preview is showing the same email body which is been written. I have not used any mail script.

Re: Email notification for Expiring KB

Jagadeesh R1 — Wed, 13 Mar 2019 07:59:30 GMT

Hello,

Please confirm if the event is also created on the kb_knowledge table and try giving the following eventQueue Code.

gs.eventQueue('kb.valid.check',ka,ka.author.sys_id,null);

If the event is generated and the notification is not sent, it might be the case of error in the email body content or notification preferences.If the preferences are right the issue might be in template or email body. Please send in the screen shot of event and template as well

Regards,

jagadeesh

Re: Email notification for Expiring KB

Ankur Sharma — Wed, 13 Mar 2019 08:25:12 GMT

Interesting, have a look at the following documents.

Troubleshooting notification emails

Email diagnostics

KB0538135

Let me know if it helps.

Re: Email notification for Expiring KB

kente — Wed, 13 Mar 2019 08:43:00 GMT

Have you checked part 3 that Ankur suggest?

Its not if the ID is active and email is configured.

It is "are notificiions disabled"

And also notification preferences

Re: Email notification for Expiring KB

anurima — Thu, 14 Mar 2019 03:41:13 GMT

Hi Jagadeesh,

Here is the screenshot of Event and Notifcation Template.

Although I am confused , The preview record in the Preview Notifcation is auto selecting the same KB every time, and when I am manually changing the KB record, nothing happens.

Is there any mail script which can be given in the notification?