Knowledge Article Commented Notifications only send to original author

Tony K
Kilo Sage
Kilo Sage

‎03-01-2019 10:20 AM

Currently on London release and looking at using the oob notifications for knowledge. One notification called KM Subscription Article Commented should send a notification to the author when comments have been added to the article. The issue is that only the first author ends up being subscribed to the article. Later on if I or anyone would update the author (say if someone leaves) then the new author isn't automatically subscribed and therefore won't get notifications when comments are added from what I have seen in testing.

How has anyone else over come this? Should I just create a notification off the feedback table or come up with some way to auto subscribe each subsequent author to the article? 

 

 

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Sarup Paul
ServiceNow Employee
ServiceNow Employee

‎03-01-2019 10:15 PM

Hi Tony

That notification is setup to be sent to Author and Revisor. I'm assuming that you are using Article Versioning. When a new version is created (presumably) by a different person, they are designated as the "revisor" of that article. 

In the Madrid release, we added a feature called "ownership group"  that can be used to assign ownership to multiple persons via a group. The feedback is then routed to members of this group. 

You may also want to check out Feedback Management (released in London). 

 

Thanks

Sarup

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