Activity that triggers "KD_Submit" Activity Notifications

Products

• CA Service Desk Manager
• ServiceDesk
• CA Service Management - Service Desk Manager

Issue/Introduction

"KD_Submit" Activity Notifications are not sent out while other activities, like "Publish", will send a notification. When are the "KD_Submit" Activity Notifications sent when creating and editing knowledge documents in CA SDM?

Environment

Service Desk Manager v12.6 and higher

Resolution

When a Knowledge Document is created within a knowledge category, it triggers the "KD_SUBMIT" activity.

The "KD_SUBMIT" notification is sent out ONLY when there is no assignee set on the Knowledge Document.

Here is how the KD_SUBMIT notifications work:

1. When analysts create a new Knowledge Document within a Knowledge Category that has an owner and selects to assign the Knowledge Document to the Category Owner, the created knowledge document will have:
   
   
   1. Category Owner as the assignee and owner of the Knowledge Document
      
      
   2. Category Owner will receive a "Document Assigned" notification from the "KD_ASSIGNED" - Document Assigned Activity Notification
      
      
2. When analysts create a new Knowledge Document within a Knowledge Category that has no owner and selects to assign the Knowledge Document to the Category Owner, the created knowledge document will have:
   
   
   1. No contact become the assignee or owner of the Knowledge Document because the Knowledge Category does not have an owner specified.
      
      
   2. "Submit KD" notification is sent out based on the Knowledge Submitted (KD_SUBMIT) Activity Notification settings (Administration tab -> Notification -> Activity Notifications -> KD_SUBMIT - Knowledge Submitted)

Additional Information

For more information, see:

Create Knowledge Documents

Configure Knowledge Management Settings

How to Configure Notifications

How to Set Up Notification for an Activity