Knowledge Base Review System

[#1]

Hi,

I was wondering if Service-Now has a review system in place for knowledge base articles?

So, if, after 6 months, an article has not been updated, it can be flagged for review.

Thanks,

Gail 🙂

[andysmith]

Hi, thanks for this information. I have implemented the script on our test instance using a scheduled job and it has changed the status of half of the knowledge base documents >160 to "review". However some of the documents haven't been updated since 2009 and still have a status of "published". Is there a know reason behind this? I have tried testing the script further but I cannot work out why the older knowledge bases statu's aren't changing.

Thanks

[coolboy]

Chk query parameters.
Or you can copy query after filtring required records from Kb_knowledge table by right click and copy query it will qive you encoded query.

[andysmith]

Ok, again thanks for this information. I think it has just been a issue with my parameters as it appears to work now and copying the query shows the functions I have used in the script.

One last question though, how would I then go about generating an email notification to notify the author after the knowledge status has changed to "review"?

I have looked at the email notifications module but cannot see how I can link the email notifications to the scheduled job and vice versa. Will this require further scripting of this there an easier way to do this in Service Now?

Thanks

[coolboy]

@ Andy if you want to send email to Author then you need to write a business rule which will create event then you can register this event and then fire email.

Wiki link ----> http://wiki.service-now.com/index.php?title=Events_and_Email_Notification and in param 1 you can select autors email id.

cheers

[andysmith]

Hi,

I really appreciate your the help I have been receiving and I am slowly getting there. I am struggling at the last hurdle now in sending the knowledge base document owner an email to notify them of the review.

On the Email Notification screen when I enter my name into the User field and test the scripts, I successfully receive all of the emails as expected relating to documents that require a review. However I don't want to receive all of the emails because I want the author/created by users to receive the emails for each document so when I enter 'sys_created_by" into the User Field on the Email Notification form, all of the emails are rejected and in the email logs the Error string says "Email contains no recipients, send ignored".

The name "sys_created_by" is the element name of the created by field which lives on the same knowledge base table and all of the knowledge base documents have a created by name assigned to them.

If there any reason why these emails are failing?

Hope this makes sense.

Many Thanks