Knowledge article reject notification not going to Author

[Winnie P]

Hello Team, just looking for any help please with the Reject notification relating to KB articles.  When I created a new KB article today & rejected it, the notification goes to the Author, working as expected. But when I reject a KB article created last month, the reject notification is going to the 'Peer Reviewer' person. Where can I check to fix this issue please? Thank you.

[Anil Lande · Accepted solution]

Hi,

This Reject notification is triggered from the Workflow through Create Event activity.

It checks for the field 'revised_by' if the field is not empty then the Reviewer will receive notification otherwise Author will receive notification.

If you want to change behavior then you need to modify the logic here.

Thanks,
Anil Lande

[Winnie P]

Thank you for your reply Anil. As our notification is customized, adding the Create Event in the Workflow did the trick. Appreciate your help.

Regards, Winnie

[shloke04]

Hi @Winnie Poelima 

Knowledge articles are tied to a Knowledge Base where the Approval and Reject workflow are defined and through the workflow the Notifications can be controlled( This is one way).

Suggested Approach:

What may be happening for you what I can suspect here is, there might be a change in the logic through which the Notification gets sent to the user(Can be author or anyone else here) recently which might have the latest Workflow context attached to it and so is working fine.

But for records in past when they were created, those records might be following the old workflow version context only and hence it is not going to the Author and is going to some other user defined in old workflow version

See screenshot below:

Like for example, for IT as a Knowledge Base I am showing below:

Now if you open this workflow, you can validate what has been written here to debug this further.

Navigate to the module "Active Context" as shown below:

Now search for your Knowledge which is having this problem of going to a different user in the Related Record column as shown below:

Open the record and click on Show Workflow as shown below for example:

Check if the version of Workflow shown here is same or different to your current version of workflow which is tied to Knowledge Base of Knowledge article created.

This way it will help you to debug further.

Hope this helps. Please mark the answer as correct/helpful based on impact.

Regards,
Shloke