KB Comment Notifications

Kevin_Goodwin

I am looking for ways to get a notification setup for when a user adds a comment to a KB. Currently it's a manual process where I have to look at the KB dashboard and hope to remember the last time a comment was left or notice that the count changed. Is anyone setup with notifications for when comments are left?

Brian_Wiest

We accomplished this via SQL job that scans the [KnowledgeArticle$Comment] for any created date for the last 24 hours and sends an email to a review group. 

Silas_Sulser

Would this solve your problem? https://community.cireson.com/discussion/2964/notifications-for-kb-article-comments#latest

James_Atance

Hi Kevin,

I dont think this is possible as there are no Workflows for Comments being added to a KB within SCSM and nothing is available for this within the Portal, I would recommend raising a feature request for this.

Brian_Wiest

We accomplished this via SQL job that scans the [KnowledgeArticle$Comment] for any created date for the last 24 hours and sends an email to a review group. 

Silas_Sulser

Would this solve your problem? https://community.cireson.com/discussion/2964/notifications-for-kb-article-comments#latest

Kevin_Goodwin

Thanks for the suggestion Brian, we will take a look at that.

Silas, thanks for pointing out the feature request. I added a vote but sadly it doesn't look like it has enough behind it to get on the roadmap yet.

Thanks!

Brian_Wiest

Here is the query. Then just setup a command to have it email out the results.

with x as (

select

a.ArticleID, 

a.Title,

c.comment,

c.CreatedDate CommentDate,

datediff(hour, c.createddate,current_timestamp) CommentAgeInHours,

'https://portal.com/KnowledgeBase/View/' + convert(varchar(20), a.articleid) + '#/' Link

from knowledgearticle a

join knowledgearticle$comment c on c.KnowledgeArticleID = a.ArticleID

)

select *

from x

where 24 <= commentageinhours --and commentageinhours < 48

order by articleid, commentdate

Kevin_Goodwin

Awesome, thank you Brian!

Silas_Sulser

A commenting feature without notifications is totally useless, it's even dangerous, because important content can easily be ignored for ages....You can only find new comments, by randomly clicking on KBs