Managing notifications
About notifications
Knowledge Management uses the Email Engine to send notifications to specified users based on specific events that occurred during the life cycle of articles. You can configure the notification engine to select the notification type (email, alert, or pager) for each event, notification language, and other notification engine configuration options. For more information, see Creating notifications.
You must be familiar with the notification engine configuration to ensure that notifications used by Knowledge Management work properly.
The notification engine has several configuration levels. System administrators can set defaults for the message texts and the notification types in the locations listed in the following table:
Configuration locations
Form | Action |
|---|---|
SYS:Notification Messages | Create and modify notification message texts |
NTE:CFG-Notification Events | Creating and modifying notification event types |
Users can configure the notification language that is sent and received by them, the notification type, and disable notification for certain events in the Notifications tab of the People form.
Event types
Knowledge Management users receive notifications depending on the event type according to the information contained in the following table:
Notification event | Description | Message tag | Recipients |
|---|---|---|---|
Knowledge Assignment | Article assignment changes | RKM-KAM-AssigneeAssignment | Article Assignee |
Knowledge Ownership Assignment | Article ownership changes | RKM-KAM-OwnerAssignment | Article Owner |
Knowledge Cancel Request | Request to cancel an article is sent | RKM-KAM-CancelRequest | Article Assignee, Watch List subscriber |
Knowledge Cancel Rejection | Request to cancel an article is rejected | RKM-KAM-CancelRejection | Article Assignee, Watch List subscriber |
Knowledge Retire Rejection | Request to retire a published article is rejected | RKM-KAM-RetireRejection | Article Assignee, Watch List subscriber |
Knowledge Publish Rejection | Request to publish an article is rejected | RKM-KAM-PublishRejection | Article Assignee, Watch List subscriber |
Knowledge New Version | New version of a published article is created | RKM-KAM-NewVersion | Watch List subscriber |
Knowledge Update Request | Update request is received | RKM-KAM-UpdateRequest | Article Assignee, Watch List subscriber |
Knowledge Feedback | Feedback is received | RKM-KAM-Feedback | Watch List subscriber |
Knowledge New Article | Article is created | RKM-KAM-NewArticleCreated | Article Assignee, Watch List subscriber |
Knowledge Review Required | Article review is required | RKM-KAM-ReviewRequired | Article Assignee |
Knowledge Changed | Article is edited | RKM-KAM-ArticleChanged | Watch List subscriber |
Knowledge Status changed | Article status is changed | RKM-KAM-StatusChanged | Article Assignee, Watch List subscriber |
When you click New Version to create a new version of an existing knowledge article, the Knowledge Changed event is triggered along with Knowledge New Version. As a result, two separate notifications are generated.
Watch List notifications
The Watch List enables users to subscribe to an article in the Watch List. The recipients of the notification messages are the article owner, article assignee, and users who are subscribed to the article. Knowledge Management scans the RKM:WatchList forms and sends notifications to the relevant users.
Knowledge Management supports the following Watch List modes:
- User of a specific article
- User of a group of articles (grouped by categorization)
- Support Group users of a specific article
- Support Group users of a group of articles (grouped by categorization)
To disable notifications
Perform the following process to disable the notification functionality for all articles and all users:
- From the Application Administration Console, click the Custom Configuration tab.
- From the Application Settings list, choose Knowledge Management > Knowledge Management Configuration > Application Configuration, and click Open.
- Enter the Company you are configuring in the Company field, and click Search.
- In Knowledge Article > Notifications select Disable.
- Click Save.