ServideDesk is sending out emails to approvers for invalid KB Articles.

Products

• ServiceDesk

Issue/Introduction

The customer started receiving emails for approvals for KB Articles that they didn't create.  The customer would like to know how to stop these emails from sending. 

The KB Articles received had this type of number format:

Task #	Description	Priority
KB-000012.2	Determine whether or not this article should progress further for approval	Normal
KB-000014.2	Determine whether or not this article should progress further for approval	Normal
KB-000015.2	Determine whether or not this article should progress further for approval	Normal
KB-000017.2	Determine whether or not this article should progress further for approval	Normal
KB-000018.2	Determine whether or not this article should progress further for approval	Normal
KB-000019.2	Determine whether or not this article should progress further for approval	Normal
KB-000020.2	Determine whether or not this article should progress further for approval	Normal
KB-000021.2	Determine whether or not this article should progress further for approval	Normal

Environment

ServiceDesk 8.5 RU3

Cause

The following was identified:

• Reviewed "ReportProcess" table for any KB-0000## entries. 9 Entries exist showing for the SD.KBSubmission project, but no entries for the KB numbers in question.
• Queried the "Task" table for any KB-0000## entries. Found entries for the 9 showing in "ReportProcess" table and the 8 that are showing in the customer's report mentioned as example.

Resolution

As the entries are not showing in the "ReportProcess" table, the different search functions inside ProcessManager will not find them when a search is performed. The customer stated they don't use the KB Submission project.

The recommendation is removing the link from the portal to prevent new issues from occurring.

To address the existing tickets we need to update the "Task" table and  set the "IsCompleted" field to 1 so Workflow believes the tasks are resolved.

The following query needs to be run to address this issue:

UPDATE Task
SET IsCompleted = 1
WHERE WFTaskNumberPrefix LIKE 'KB-0000%'
 AND WFTaskNumberPrefix NOT IN (
  SELECT ReportProcessID AS 'WFTaskNumberPrefix' 
  FROM ReportProcessID
  WHERE ReportProcessID LIKE 'KB-0000%')