How to notify approvers when existing Knowledgebase Solutions are modified?

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    This document contains official content from the BMC Software Knowledge Base. It is automatically updated when the knowledge article is modified.


    PRODUCT:

    FootPrints Service Core


    COMPONENT:

    FootPrints Service Core


    APPLIES TO:

    11.6.09 and prior versions



    QUESTION:

    How to notify approvers when existing Knowledgebase Solutions are modified? Currently the way the configuration is in place, it only seems to notify the Approvers upon creation of a new Article.


    ANSWER:

    You may need to configure an Escalation Rule here. Within Footprints, navigate to Administration-Workspace-Automated Workflow-Escalation-Add Escalation
    Within the Escalation configuration, choose the following:

       
    1. Under the When to Run Tab, the Instant Escalation radio button against Escalation Type.
    2.  
    3. Select the radio button for Instantly escalate Issue after it has been created and/or edited
    4.  
    5. Place checkmark on Instant Escalation upon editing of Issue
    6.  
    7. Select Radio button for Create/edit must be by an agent
    8.  
    9. The Pending Solution Status under Status in the Issue Criteria Tab.
    10.  
    11. Lastly in the Actions Tab, select Send single-Issue notification mail to the following space-separated email addresses and input the email addresses here.

     


    Article Number:

    000131399


    Article Type:

    FAQ/Procedural



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