How to fetch approver and comments when notification table is Knowledge

Winnie P · ‎03-15-2022

Hello all, I have seen a few posts relating to my query but have not found an answer that works.

My notification is on the knowledge table. When the approver rejects a kb article, the notification is not showing the approver name or approver comments - it is blank. How can I fetch these details to display it on the notification. What is best method please? Is creating email scripts the only way? Will I need 2 emails scripts, 1 for comments and 1 for approver?

Our approval process for KB articles have 2 approver levels:

Approver 1 = Peer Reviewer
Approver 2 = Knowledge Manager

Our current notification is set up as follows:

Thank you.

Tony Chatfield1 · ‎03-15-2022

Hi, the relationship between a knowledge article and it's approvals is a 1 to many relationship, and so there is no direct mapping to the approval record.
if you want to include the 'approval' record details in your notification then you could trigger your notification from sysapproval_approver and then dot.walk back to your KB record.
The other option would be to use a notification email script to query sysapproval_approver for the approval record, but running the notification on sysapproval_approver would be the cleanest solution.

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Winnie P · ‎03-16-2022

So I have got this far by creating 2 email scripts - however they are not showing the current Approver or current Approver.comments - appears to show what looks like, last approver/comments? Any assistance would be very helpful.

email script to fetch Approver.comments:

email script to fetch Approver:

Ankur Bawiskar · ‎03-16-2022

Hi,

if your notification is on kb_knowledge then it should work

did you try adding logs?

Regards
Ankur

Regards,
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader

Winnie P · ‎03-20-2022

Thank you for your reply Ankur.