KB User's Guide - SitePref Tab - Notification Settings
The Notification link in the SitePref tab allows you to control who receives feedback on your site's documents. To access, click on the
Notifications link on the left navigation bar.
Notification Settings page has several expandable/collapsible panels, one for each relevant notification preference. Click a panel to expand the available options for the desired setting. After changing the desired settings, click the Update button at the bottom of the page. See below for more information on each notification setting. Group Notification Email:
Group Notification Email section allows you to specify your individual or Group notification email address(es) where user feedback will be sent. It also allows you to specify a Notification/ reminder From email for your outgoing review reminder and expiration notification emails. If no address is provided, email@example.com will be used.
The Group notification email address(es) can contain a comma delimited list of addresses if you would like multiple people or groups to receive any feedback sent about a KB document.
The Notification / reminder From email
can contain only a single email address. Please make sure this is a valid email address to ensure successful message delivery and replies from recipients.
Document Feedback Notification:
Document Feedback Notification section contains an option to send user feedback to three possible recipient groups, any combination of which may be enabled:
Send user feedback to group contact email address(s): This will route feedback based on the "Group notification email" described above (if set) and/or the "Group contact address" shown on the "Group Spaces" page.
If the email address(es) set as the "Group notification email" differs from address(es) set as the "Group contact address", both/all will be used.
Send user feedback to document owner email address: This will route feedback based on the email address of the individual document owner.
If this is the only option checked, please ensure that all owners have valid email addresses set, and that document ownership is transferred when an owner leaves your group.
Send user feedback to topic-based contact email address(es): This will route feedback based on the "Contact email" that has been set for topics associated with the document. This includes contact addresses set for parent topics, even if the document is only associated with one of its children (regardless of how many levels removed they are from the parent). If both the parent and child topic have contact addresses set, both addresses will be used.
If this is the only option checked, please ensure that every document is associated with at least one topic, that those topics are enabled for the site(s) where it is published (i.e. internal vs external), and that every parent topic has a contact access set.
Email Listener allows KB Administrators to integrate the KB with modern ITSM tools which have listeners. The email listener triggers a ticket to be instantly created within the ITSM ticketing system. This feature allows you to add a second button (next to the Comment button) in addition to making other customizations to the email notification. This feature does NOT necessarily need to have the email address of an email listener. You may enter the email address of a group list (example: report accessibility issues to a specific group list). For more details, please refer to . KB User's Guide - SitePref Tab - Notification Settings: Configure the Email Listener
Documents In Review Reminder:
Documents In Review Reminder allows KB Administrators to remind authors via email that their documents are waiting to be reviewed within a specific amount of time, ranging from every 2 hours to every 30 days. The Reminder To email field allows KB Administrators to enter an email address, or multiple email addresses as long as they are comma delimited as well as change the message text that appears in the email. The Reminder Frequency allows you to specify the time interval between reminders. Reminder To email" is also used for Activation and Inactivation requests. If this is left blank, group contact email will be used for Activation and Inactivation requests.
Monthly Document Review Reminder:
Monthly Document Review Reminder section allows you to specify the age of unreviewed documents that are included in the monthly review reminder. This section also allows KB Administrators to change the message text that appears in the email along with the list of aging document(s). Review reminders are sent out to document owners on the first of each month. " Monthly review reminder is sent on the first of each month to the document owner and Cc email if specified. You may embed the list of aging documents in the text message by including the string "INSERT_DOCUMENT_LIST_HERE" (without the quotes).
Weekly Expiring Documents Notification:
Email notifications are sent weekly to inform document owners that documents are due to expire soon.
The Weekly Expiring Documents Notification section contains an option to choose how many days advanced notice to give the document owner before a document expires. KB Administrators can choose to include documents expiring within 7, 14, 21, or 28 days.
If a email is entered in the Notification Override Email field, the notifications will
only be sent to that email address. The document owner and the group notification email address will not receive the any expiring document notifications. List email address or multiple email address are allowed. Delimit multiple email addresses with a comma.
This section also allows KB Administrators to change the message text that appears in the email along with the list of expiring document(s). Expiring documents notifications are sent out to document owners every Monday.
Weekly expiring notification is sent to the document owner and group contact email, unless a Notification Override Email address is specified. Additionally, Bcc email can be specified.
Daily Expired Documents Notification:
Daily Expired Documents Notification section allows KB Administrators to change the content of the message text that appears in the email along with the list of document(s) that have just expired.
Daily Expired Documents notifications are only sent out
on the first day that the document has expired. This particular notification can occur on any day of the week, and is not restricted to onlyone day of the week. For example: the Weekly Expiring Documents notifications (that are referenced above) are only are mailed out on Mondays. The Group contact email is cc'd on these notifications. The Daily Expired Document notification is sent to the document owner and group contact email.
Document Activation Notification:
Document Activation Notification section notifies you that the document has been activated for your group space. The email notification will include 15 of the most recent changes from the document's Comments and Events. KB Administrators may also change the message text that appears in the email. The email notification will include the document ID number, the Title of the document, a link to the activated document in the KB Admin Tools and finally, the name and email address of the person who made the most recent update. If the Notification To email field is blank, this notification is disabled.
Active Content Export Reminder:
Active Content Export Reminder section allows KB Administrators to change the message text that appears in the email along with a reminder suggesting that the active KnowledgeBase content can be moved to a desktop computer for emergency use.
The reminder frequency threshold ranges from no notifications sent, to notifications sent once a week to sent every 52 weeks.
Content export reminder is sent to email specified above. No reminder is sent if no Reminder To email is specified.
The email subject line for the above emails is not customizable. Here's what they look like:
"Knowledge Base Review Reminder (8 documents)"
"Knowledge Base Content Expiring (5 documents)"
"Knowledge Base Content Expired (1 document)"