Managing notifications

This section describes how to enable and disable notifications. The tasks are performed by configuration administrators from the Custom Configuration tab of the Application Administration Console.

Important

You must have system System Administrator permissions to modify notification settings.

For the steps to create notifications, see Creating notifications(Action Request System documentation)

About notifications

Knowledge Management uses the email engine to send notifications to the specified users based on specific events that occurred during the lifecycle 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

From the Application Administration Console, click the Custom Configuration tab.
From the Application Settings list, select 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.