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Occasional Contributor

notifications not sent for some of the articles published

I'm observing that under some of the scenarios, notification emails are not being sent out.

1. When I create a new article, save a draft and publish, the notification is not sent out.

2. When I create a new article and publish it, the notification is sent out.

3. When I switch users and publish an article, the notification is not sent out.

4. There are instances where users are subscribed to the KB; I'm also subscribed to the same KB. The users report that no notification was received, while I receive a notification for the same article.

Any solutions or if anyone else has had similar experiences?

3 Replies 3
Honored Contributor

Hi @srinivasp - what do your default notification settings look like for KB related notifications? 

Screen Shot 2020-02-28 at 9.10.12 AM.png

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Lili McDonald
Community Manager @ Amazon
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Occasional Contributor

srinivasp_0-1582906572549.pngsrinivasp_1-1582906599715.png

 

 

Honored Contributor

Using a regular user account (meaning, no special permissions) - I subscribed to a KB.
Then, using my Admin account, I tested your scenarios. Here are the results:

1. When I create a new article, save a draft and publish, the notification is not sent out.
- If the user has a role that has permissions to start articles/edit drafts, then the user receives an email notification even before publishing. The email notification states that a user "drafted a new article."
- If the user has no special permissions, when publishing the draft from the KB Dashboard, the user receives notification that a user "posted a new article."

2. When I create a new article and publish it, the notification is sent out.
- Same result.

3. When I switch users and publish an article, the notification is not sent out.
- Not sure how to test this. What's the difference in the user accounts?

4. There are instances where users are subscribed to the KB; I'm also subscribed to the same KB. The users report that no notification was received, while I receive a notification for the same article.
- Is it possible it is related to what I stated under #1 - that your account has special permissions for managing articles in that KB and therefore you are receiving notifications for drafts, ready to review, etc?

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Lili McDonald
Community Manager @ Amazon
Connect on LinkedIn

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