What triggers Knowledge Base article notifications?

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5 Comments

  • Nicole - Community Manager
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    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.

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  • Jennifer Rowe
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    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!

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  • Nicole - Community Manager
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    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. 

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

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  • Brett - Community Manager
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    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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