" Knowledgebase ""Days in Workflow"" Notifications Sent From ""system@knowledgebase.net"" Email Address"

All Knowledgebase versions

Days in Workflow email notifications are sent from email address system@knowledgebase.net instead of the email address configured under System Settings in the Admin Control Panel. 

The data for the "days in workflow" notification is stored in (and called from) a different database table than the workflow change notifications. In the case of "days in workflow" the email "system@knowledgebase.net" is hard-coded to be added to the table whenever a workflow step is created. The workflow change notifications, however, are not coded to behave this way and will be sent with the email address you've specified in the Admin Panel.

This behavior is by design.

This issue is most often reported by Knowledgebase administrators who are curious as to why some notifications arrive from an address other than the one configured within the Admin Control Panel>System Settings page.

Please note that in the product documentation it says:

There are two e-mail address fields listed in the Notification area, one for support, and one for system. You can use the text fields to specify the from e-mail addresses for both support and system. The support e-mail notifies users when the passwords are changed. The system e-mail address is for other e-mail functions, such as workflow change notification, and article expiration or reminder e-mail.

It is important to note that the "Days in Workflow" reminders are not meant to be included in this description and we have asked that documentation be corrected to reflect the actual designed behavior more clearly in the case of these notification reminder messages.

If this issue continues after performing these steps, please contact our Support team at 877-373-7848 (option 2) or via email at cimsupport@moxiesoft.com.