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What triggers Knowledge Base article notifications?

  • January 29, 2018
  • 5 replies
  • 0 views
K

Has there been a change to what actions trigger an email to be sent to anyone following a Knowledge Base section? 

My understanding is that an email notification is sent if a new article is published in a section or if comments are added to an existing article. However, in the last week or so, I've received email notifications in the following situations:

- Removing a tag from an article

- Unpromoting an article

- Moving an existing article from one section to another section

In each of these instances, myself and other people following the related sections have received the same type of email notification as if it were a brand new article.

Is this a break or new functionality?  

    5 replies

    Nicole17
    • Nicole17
    • February 1, 2018

    Hey Kirsten - 

    This appears to be a bug. Our team is looking into it, because it's not supposed to function this way. We'll keep you posted as we get it sorted out.

    Jennifer16
    • Jennifer16
    • February 2, 2018

    Hi Kristen,

    As Nicole mentioned, we are looking into this.

    But I just wanted to clarify, that it is expected behavior for a notification to be sent when an article is moved from one section to another. That has always been true.

    Notifications should not be sent, though, when you add/remove tags or promote/unpromote articles. We are looking into that and will report back.

    Thanks!

    Nicole17
    • Nicole17
    • February 2, 2018

    Hey again Kirsten - 

    The Guide team has fixed the bug that was sending the notifications around removing things from promoted status and removing tags. As Jennifer said, switching things between sections should send a notification, but the others should be gone. 

    Let us know if you're still having issues/seeing this behavior. 

    Reshma11
    • Reshma11
    • August 1, 2019

    Is there documentation that lists out under what conditions a notification is triggered?

    Brett13
    • Brett13
    • Community Manager
    • August 5, 2019

    Hi Reshma,

    There's no documentation that goes into this specifically. However, your agents/users would be notified of any changes if they're subscribed to an Article, Section, or Community Post. You can find out more information that addresses this here: Using Help Center

    Let me know if you have any other questions :)

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