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 |
|
The following was identified:
ServiceDesk 8.5 RU3
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%')