How to notify the KB Manager when a comment has been left on a KB Article

[Jackie23]

Currently I have installed a newer kb plugin that enables an OOB notification script to send an email to the author of a KB article if any changes have been made to the article or if a comment has been left. This solves half of my problem, I now would like it if the KB Manager of that base could also receive it. 

I cannot simply just enter an email because we have multiple Bases with different KB Managers operating them. Has anyone found a solution on how you can add KB Managers to the notification with the authors? 

Below is the "who will receive" tab of the notification called KM Subscription: Article commented. The "Event parm 1 contains recipient" check box I believe is for notifying the author of the article. 

Thanks for any tips or helpful comments in advanced. 

[Nithya Nagaraja]

Hello Jackie

In the when to send tab of the notification, see the event that is getting triggered. 

Step1: Identify that event name

Step2: Identify the business rule on that notification table when this event is getting triggered

Step3: Add the kb manager to that event's 4th parameter

eventQueue(String name, Object instance, String parm1, String parm2, String queue)

Step4: update that event in the business rule to pass kb manager as param2

Step5: Select the checkbox "Event param 2 contains the recipient" on the notification

Vinay Polisetti
Conyx IT Solutions | ServiceNow experts
vinay@conyxit.com

[Jackie23]

Vinay, 

I was able to identify Step 1. The event name is sn_actsub.notify_about_article_commented

I am getting a little confused on step 2. I have looked in the business rule table and notification table. I am not seeing the business rule or where you can add the kb manager as a 4th parameter. Am I to edit the event or the business rule?

I am not sure where to identify the business rule.

Could you perhaps go into a little more detail of how I can find this information?

Thanks,

Jackie

[Lorenzo Stermie]

Hello Jackie,

I'm going to respond from a different angle.

If you have a lot of articles and traffic in your KB e-mail notifications may get lost trough the cracks.

I monitor everything in our knowledge bases from a dashboard:

Here is how I built the comments widget:

When someone leaves a comment I address it as soon as possible then I remove the flag

A dashboard like this can be used by multiple KB managers at the same time.

Hope it helps

Lorenzo

[Chad Wilhelm1]

Hello Lorenzo,

Can you send the query on the rest of the widgets  Our KM's have been asking for something like this.

Thanks,

Chad