Knowledge Base Workflow Notifications
Purpose: The WorkFlows module is equipped with a functionality allowing users to receive emails about events taking place in the system. By "events" we mean change of statuses for tasks, which are assigned to Knowledge Base and Help Desk objects (articles or tickets) and together constitute a workflow.
Prerequisites: Initial Novo Software Settings
Steps:
- Click Admin->Setup->Settings: WorkFlows->Knowledge Base
- On this page, there is a list containing actions to be performed under certain conditions:
- Enable desired Settings
- Send Notification when New Task is Added –Notification is sent to the user assigned to this task.
- Send Notification when Task is Completed - Notification is sent to the user assigned to the next Task.
- Send Notification when Task is Rejected - Notification is sent to the user assigned to the previous Task and to the Task Article author.