Managing email notifications in Knowledge Management

  • Release version: Australia
  • Updated March 12, 2026
  • 6 minutes to read
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    Summary of Managing Email Notifications in Knowledge Management

    This guide details how to manage email notifications within the Knowledge Management application in ServiceNow. Notifications help users stay informed about knowledge articles and related tasks, enhancing collaboration and efficiency. Admins must enable specific plugins for different notification types.

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    Key Features

    • Feedback Tasks: Notifications are sent for various feedback task events, such as comments, resolutions, and task assignments, when the Knowledge Management Core plugin is activated.
    • Subscriptions: Users receive notifications for actions on subscribed articles, including comments, checkouts, revisions, and publications, contingent upon the activation of the Knowledge Management Core and Advanced plugins.
    • Approval Workflow: Notifications are triggered for article approval processes, informing authors and relevant managers about the status of articles submitted for publication.
    • Translation Tasks: Notifications regarding translation assignments and completions are available when the appropriate plugins are activated.
    • Expiring Articles: Notifications for articles nearing expiration are sent monthly, allowing authors and managers to decide on extending validity, upon enabling the respective property in the Knowledge Management Core plugin.
    • AQI Reviews: Notifications for article quality index reviews inform authors about AQI submissions on articles, depending on the plugin activation.

    Key Outcomes

    By managing email notifications, ServiceNow customers can ensure timely communication regarding knowledge management tasks, enabling efficient handling of feedback, article updates, and expirations. This proactive approach helps maintain the quality and relevance of knowledge articles within the organization.

    Reminders enable relevant users to review knowledge articles and complete tasks associated with them.

    By default, the Knowledge Management application includes the following types of email notifications:

    You can decide if you must receive any knowledge notifications by setting notification preferences. For more information, see Set knowledge notification preferences.

    Email notifications for knowledge article feedback tasks

    The email notifications for knowledge article feedback tasks are available when your administrator activates the Knowledge Management Core plugin (com.glideapp.knowledge).

    The following table describes the recipient list of notifications for knowledge article feedback tasks and the associated conditions when a notification is sent.

    Table 1. Recipient list of the email notification for knowledge article feedback tasks
    Notification Condition Recipients
    KM Feedback Task: Commented A comment was added to a user feedback task. User who was assigned the feedback task
    KM Feedback Task: Created A user feedback task was created. User who was assigned the feedback task
    KM Feedback Task: Info from Submitter More information was requested from the submitter of a user feedback task. User who submitted the feedback task
    KM Feedback Task: Reassigned A user feedback task was reassigned. User who was reassigned the feedback task
    KM Feedback Task: Resolution Accepted A resolution described in a user feedback task was accepted. User who was assigned the feedback task
    KM Feedback Task: Resolution Rejected A resolution described in a user feedback task was rejected. User who was assigned the feedback task
    KM Feedback Task: Resolved A user feedback task was set as resolved. User who submitted the feedback task

    Email notifications for knowledge subscriptions

    The email notifications for knowledge subscriptions are available when your administrator activates the Knowledge Management Core plugin (com.glideapp.knowledge). For notifications associated with ownership groups, your administrator must also activate the Knowledge Management Advanced plugin (com.snc.knowledge_advanced).

    The following table describes the recipient list of notifications for knowledge subscriptions and the associated conditions when a notification is sent.

    Table 2. Recipient list of the email notification for knowledge subscriptions
    Notification Condition Recipients
    KM Subscription Group: Article checkout A subscribed knowledge article was checked out
    • Author (if no Ownership group is associated with the article)
    • Ownership group manager and members (if an Ownership group is associated with the article)
    • Revisers
    Note:
    The user who checked out the article does not receive the notification.
    KM Subscription Group: Article commented A comment was added to a subscribed knowledge article
    • Author (if no Ownership group is associated with the article)
    • Ownership group manager and members (if an Ownership group is associated with the article)
    • Revisers
    KM Subscription: Article published A knowledge article was created in a subscribed knowledge base
    • knowledge base owner
    • Knowledge base subscribers
    KM Subscription: Article revised A subscribed knowledge article was edited
    • Knowledge base owner
    • Knowledge article subscribers
    • Author
    • Revisers
    KM Subscription: Article revised in subscribed KB A knowledge article in a subscribed knowledge base was edited.
    • Knowledge base owner
    • Knowledge article subscribers
    • Author
    • Revisers
    • Knowledge base subscriber
    Note:
    An email notification is sent to a reviser of a knowledge article when the article versioning feature is enabled.

    Email notifications for knowledge article approval publishing workflow

    The email notifications for knowledge article approval publishing workflow are available when your administrator activates the Knowledge Management Core plugin (com.glideapp.knowledge).

    The following table describes the recipient list of notifications for the knowledge article approval publishing workflow and the associated conditions when a notification is sent.

    Table 3. Recipient list of the email notification for the knowledge article approval publishing workflow
    Notification Condition Recipients
    KM: Approve article for publishing A knowledge article was approved for publishing with the ownership group feature disabled. Knowledge base owner and managers
    A knowledge article was approved for publishing with the ownership group feature enabled. Ownership group manager and members
    KM: Article approved for publish A knowledge article was approved for publication. User (author or reviser) who submitted the article for approval
    KM: Article rejected for publish A knowledge article was rejected for publication. User (author or reviser) who submitted the article for approval
    Note:
    An email notification is sent to a reviser of a knowledge article when the article versioning feature is enabled.

    Email notifications for translation tasks

    The email notifications for translation tasks are available when your administrator activates the Knowledge Management Advanced plugin (com.snc.knowledge_advanced) and I18N: Knowledge Management Internationalization Plugin v2 plugin (com.glideapp.knowledge.i18n2). The 18N: Internationalization plugin (com.glide.i18n) activates the I18N: Knowledge Management Internationalization Plugin v2 plugin.

    The following table describes the recipient list of notifications for translation tasks on knowledge articles and the associated conditions when a notification is sent.

    Table 4. Recipient list of the email notification for translation tasks
    Notification Condition Recipients
    KM Translation Task: Assigned to me A translation task was assigned. User who was assigned the translation task
    KM Translation Task: Closed A translation task was closed after the translated version of the knowledge article was published.
    • User who was assigned the translation task
    • User who submitted the translation task

    Email notifications for expiring knowledge articles

    The email notifications for expiring knowledge articles are available when your administrator activates the Knowledge Management Core plugin (com.glideapp.knowledge) and sets the value of the glide.knowman.enable_article_expiry_notification property to true. By default, the property value is set to false.

    Knowledge articles have an expiration date set using the Valid to field when creating the article. Articles do not appear in search results after the Valid to date.

    On the first day of each month, the application sends an email notification to a list of authorized recipients to remind them about articles that are scheduled to expire in the next month. The user can then determine whether to extend the Valid to date to continue providing access to the article.
    Note:
    To extend the Valid to date of a knowledge article, see Edit a knowledge article
    The content of the email notification is determined by the number of articles expiring in the coming month.
    • Up to 10 – The email notification includes a list of article links displayed in a tabular format and arranged in ascending order by their Valid to date. Clicking a link opens the article in ServiceNow AI Platform.
    • More than 10 – The email notification includes a View the list of expiring articles link, which when accessed opens a list in ServiceNow AI Platform of all articles expiring in the next month.

    The following table describes the recipient list of notifications for expiring knowledge articles and the associated conditions when a notification is sent.

    Table 5. Recipient list of the email notification for expiring knowledge articles
    Notification Condition Recipients
    KM: Article Expiry Warning An article is scheduled to expire in the next month with the ownership group feature disabled.
    • Author
    • Knowledge base owner and managers
    • Reviser for the updated and checked-out versions
    An article is scheduled to expire in the next month with the ownership group feature enabled.
    • Author
    • Knowledge base owner and managers
    • Reviser for the updated and checked-out versions
    • Ownership group manager and members
    Note:
    An email notification is sent to a reviser of a knowledge article when the article versioning feature is enabled.

    Email notifications for article quality index (AQI) reviews

    The email notifications for an article quality index review on knowledge articles are available when your administrator activates the Knowledge Management Advanced plugin (com.snc.knowledge_advanced).

    The following table describes the recipient list of notifications for an AQI review on knowledge articles and the associated conditions when a notification is sent.

    Table 6. Recipient list of the email notification for AQI reviews
    Notification Condition Recipients
    KM: AQI on Article An AQI was performed and submitted on a knowledge article with the ownership group feature disabled.

    User (author or reviser) who last updated the article
    KM: AQI on Ownership Group Article An AQI was performed and submitted on a knowledge article with the ownership group feature enabled.
    • User (author or reviser) who last updated the article
    • Ownership group
    Note:
    An email notification is sent to a reviser of a knowledge article when the article versioning feature is enabled.