Expired or to be Expired KB Article Notification

[Rum]

Hello,

I'm looking for a best way to set up notifications that can be sent to KB article owner / author when there are expired KB articles or KB articles will expire in certain time frame....etc. I was looking to notify the individual (KB author), however, this may not work well as when employee leaves the organization, the notification won't work. Is there a way to send to team (which would be challenging to identify that in ServiceNow) based on the original author?

Any help on different options is appreciated.

Thanks

Rum Ung

[James Chun · Accepted solution]

Hey @Rum,

There is an OOB notification that is sent out before the expiry date. Have a read at the "Email notifications for expiring knowledge articles" section in this link - https://docs.servicenow.com/bundle/washingtondc-servicenow-platform/page/product/knowledge-managemen...

Looking at the documentation, it looks like the recipient includes not just the author but includes the knowledge base owner and managers, and revisers. So it looks like it will cover your use case, hope it helps!

Cheers

[James Chun · Accepted solution]

Hey @Rum,

There is an OOB notification that is sent out before the expiry date. Have a read at the "Email notifications for expiring knowledge articles" section in this link - https://docs.servicenow.com/bundle/washingtondc-servicenow-platform/page/product/knowledge-managemen...

Looking at the documentation, it looks like the recipient includes not just the author but includes the knowledge base owner and managers, and revisers. So it looks like it will cover your use case, hope it helps!

Cheers

[Rum]

Good info for us to take a look. The other option I thought about was if possible to associate the team that the author reports to and somehow could send notification to the team. This way could help with sending notification to employees already left the organization.

[Sumanth16 · Accepted solution]

Hi @Rum ,

 A lot of users who revise articles are just helping out and do not need to know what an article is retiring. So with this, we can just have the author and knowledge group managers know which articles are coming up for retirement.

https://www.servicenow.com/community/now-platform-articles/flow-designer-demo-automate-knowledge-exp...

For sending to the group, the group should have specific criteria to pull into flow designer (or) code. Adding Checkbox (or) Identification checkbox configuration needed on the group.

If I could help you with your Query then, please hit the Thumb Icon and mark it as Correct !!

Thanks & Regards,

Sumanth Meda