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Knowledge Article comment notification

Jason_MeyerJason_Meyer Customer Advanced IT Monkey ✭✭✭

Is there a way to setup some kind of notification for when a comment is left for a knowledge article?


  • Justin_WorkmanJustin_Workman Cireson Support Super IT Monkey ✭✭✭✭✭

    @Jason_Meyer - There's not a default mechanism for notifications on comments left on knowledge articles. What I would do if it's something you want is build an orchestrator runbook or a scheduled task that runs on some interval and queries the KnowledgeAritcle$Comment table looking for comments that have a CreatedDate that falls within the last interval and if so, send an email.

  • Jason_MeyerJason_Meyer Customer Advanced IT Monkey ✭✭✭

    Thanks Justin, appreciate all of your responses to my questions today. We'll look into it.

  • Adam_DzyackyAdam_Dzyacky Product Owner Contributor Monkey ✭✭✭✭✭

    Second Justin here. PowerShell, Orchestrator, or perhaps even a SQL Job could do this.

    1. Monitor a Table/Row - KnowledgeArticle$Comment
    2. Use KnowledgeArticleID from the above table to retrieve the Knowledge Article - KnowledgeArticle$
    3. Use the retrieved KnowledgeArticle to retrieve the Owner field, a GUID that represents an SCSM user
    4. Get the User from the CI$User table whose ID equals the above GUID.
    5. With the User from above, get their EmailAddress1 property

    Then you can send an email to the Owner of the KA with the Comment that was left.

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