E-mail Notifications for Knowledge Record Actions

SummitAI Service Management Help

Loading

E-mail Notifications for Knowledge Record Actions

In the Knowledge Management module, for each action on a Knowledge Record, such as Knowledge Record Creation, Authorization, Approval, Publishing, Refer Back, Status Change, and Update, notification e-mails are sent.

These notification e-mails are sent based on the Notification Templates configured on the NOTIFICATION TEMPLATE page (Admin > Advanced > Notifications > Notification Template > Select a Tenant and Module as Knowledge Management).

The e-mail notifications are stored in the Queue Table and sent to the respective users when Send Mails For Summit job is executed.

E-mail Notifications

The following table displays the recipients who receive notifications based on the various actions performed on the Knowledge Records:

Table 1: E-mail Notifications for a Knowledge Record where the Workgroup is Selected

#	Action	Mail To	Mail Subject
1.	New Knowledge Record Created	Author	Knowledge Record added.
1.	New Knowledge Record Created	Authorizer	New Knowledge Record Added - Authorize
2.	Knowledge Record Authorized by the Authorizer	Author and Authorizer	The status of the Knowledge Record is changed to Authorized.
2.	Knowledge Record Authorized by the Authorizer	Approver(s)	The Knowledge Record is Authorized.
3.	Knowledge Record Not Authorized by the Authorizer	Author and Authorizer	The status of the Knowledge Record is changed to Not Authorized.
4.	Knowledge Record Referred Back to Author by the Authorizer	Author	Knowledge Record is referred back.
5.	Knowledge Record Approved by the Approver	Author and Approver	The status of the Knowledge Record is changed to Approved.
5.	Knowledge Record Approved by the Approver	Publisher(s)	The Knowledge Record is Approved.
6.	Knowledge Record Rejected by the Approver	Author and Approver	The status of the Knowledge Record is changed to Rejected.
7.	Knowledge Record Referred Back to Author by the Approver	Author and Authorizer	Knowledge Record is referred back.
8.	Knowledge Record Referred Back to Authorizer by the Approver	Authorizer	Knowledge Record is referred back.
9.	Knowledge Record Published by the Publisher	Author and Publisher	The status of the Knowledge Record is changed to Published
9.	Knowledge Record Published by the Publisher	Selected Workgroup Analysts	The Knowledge Record is Published.
10.	Knowledge Record Referred Back to Author by the Publisher	Author	Knowledge Record is referred back.
10.	Knowledge Record Referred Back to Author by the Publisher	Publisher(s)	Knowledge Record is referred back.
11.	Knowledge Record Referred Back to Authorizer by the Publisher	Authorizer	Knowledge Record is referred back.
11.		Publisher(s)	Knowledge Record is referred back to previous level.
12.	Knowledge Record Referred Back to Approver by the Publisher	Approver(s)	Knowledge Record is referred back.
12.	Knowledge Record Referred Back to Approver by the Publisher	Publisher(s)	Knowledge Record is referred back to previous level.
13.	Knowledge Record updated to Maintenance	Author and Analyst who update the Knowledge Record.	The status of the Knowledge Record is changed to Maintenance.
13.	Knowledge Record updated to Maintenance	Selected Workgroup Analysts	The Knowledge Record is in maintenance.

Table 2: E-mail Notifications for a Knowledge Record where no Workgroup is Selected

#	Action	Mail To	Mail Subject
1.	New Knowledge Record Created	Author	Knowledge Record added.
1.	New Knowledge Record Created	Authorizer (selected owner)	New Knowledge Record Added - Authorize
2.	Knowledge Record Authorized by the Authorizer	Author and Authorizer	The status of the Knowledge Record is changed to Authorized.
2.	Knowledge Record Authorized by the Authorizer	Approver(s)	The Knowledge Record is Authorized.
3.	Knowledge Record Not Authorized by the Authorizer	Author and Authorizer	The status of the Knowledge Record is changed to Not Authorized.
4.	Knowledge Record Referred Back to Author by the Authorizer	Author	Knowledge Record is referred back.
5.	Knowledge Record Approved by the Approver	Author and Approver	The status of the Knowledge Record is changed to Approved.
5.	Knowledge Record Approved by the Approver	Publisher(s)	The Knowledge Record is Approved.
6.	Knowledge Record Rejected by the Approver	Author and Approver	The status of the Knowledge Record is changed to Rejected.
7.	Knowledge Record Referred Back to Author by the Approver	Author and Authorizer	Knowledge Record is referred back.
8.	Knowledge Record Referred Back to Authorizer by the Approver	Authorizer	Knowledge Record is referred back.
9.	Knowledge Record Published by the Publisher	Author and Publisher	The status of the Knowledge Record is changed to Published.
9.	Knowledge Record Published by the Publisher	Analysts having access to at least one Workgroup of the selected Tenant.	The Knowledge Record is Published.
10.	Knowledge Record Referred Back to Author by the Publisher	Author	Knowledge Record is referred back.
10.	Knowledge Record Referred Back to Author by the Publisher	Publisher(s)	Knowledge Record is referred back.
11.	Knowledge Record Referred Back to Authorizer by the Publisher	Authorizer	Knowledge Record is referred back.
11.		Publisher(s)	Knowledge Record is referred back to previous level.
12.	Knowledge Record Referred Back to Approver by the Publisher	Approver(s)	Knowledge Record is referred back.
12.	Knowledge Record Referred Back to Approver by the Publisher	Publisher(s)	Knowledge Record is referred back to previous level.
13.	Knowledge Record updated to Maintenance	Author and Analyst who updates the record.	The status of the Knowledge Record is changed to Maintenance.
13.	Knowledge Record updated to Maintenance	Analysts having access to at least one Workgroup of the selected Tenant.	The Knowledge Record is in maintenance.

Note:

If there is no Workgroup defined for a Knowledge Record, while Publishing the KR or moving it to Maintenance status, the e-mail notifications are sent to all the Analysts who belong to the Workgroups of the selected Tenant.

Creating Knowledge Records With No Selected Workgroup

To create a Knowledge Record without selecting any Workgroup, see Adding Knowledge Records. Follow all the steps. Ensure that no Workgroup is selected.

Figure: NEW KNOWLEDGE RECORD page

See example

The following example explains to whom the notification e-mails are triggered when a KR, with no Workgroup defined, is published or moved to the Maintenance status:

Scenario

Let's consider a Department (Support) has two Workgroups: Application Support and CRM Support.

Workgroup Application Support has two Analysts, James and David.
Workgroup CRM Support has one Analyst, Charles.

See the following illustration:

Figure: Illustration

E-mail Notifications

The e-mail notifications are sent as per table 2. Since, no Workgoup is selected for the Knowledge Record, when the Knowledge Record is published or moved to Maintenance status, all the Analysts, in this case, James, David, and Charles receive the e-mail notifications.

Loading