When are the "KD_Submit" Activity Notifications sent out when using Knowledge Management in CA Service Desk Manager (CA SDM)?

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Article ID: 19733

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Updated On:

Products

CA IT Asset Manager CA Software Asset Manager (CA SAM) ASSET PORTFOLIO MGMT- SERVER SUPPORT AUTOMATION- SERVER CA Service Desk Manager - Unified Self Service KNOWLEDGE TOOLS CA Service Management - Asset Portfolio Management CA Service Management - Service Desk Manager

Issue/Introduction

Description:

"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?

Solution:

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)

Environment

Release: UAPMAC990JPP-12.6-Asset Portfolio Management-Asset Configuration
Component: