Why Aren't Article Subscriptions Sending?
THIS ARTICLE APPLIES TO:
ISSUE DESCRIPTION:
Article Subscriptions do not send automatically. They only send when manually submitting them via the "envelope icon" in the article's Properties page.
ROOT CAUSE:
The Article Subscription functionality in Knowledgebase requires a manual trigger to send these notifications to subscribers. This is to avoid subscription notifications when minor changes are made. For example, if you were to correct a typo and publish the corrected version, an automated process would notify all subscribers that there was an update, but to them the article would not be substantially different.
In order for an article subscription notification to be sent, the author/editor/administrator must submit it manualy using the envelope icon in the article Properties page of Article Management within the Admin Panel.
Please see this note from the product Help documentation, Article Subscription chapter.
SOLUTION OR WORK AROUND:
To send an Article Subscription notification:
- Access the article in the Admin Panel
- Click the Properties link
- Then scroll down to the Subscription area and click the "envelope icon"
- Fill out the subscription notification form and click Send.
- This will place the notification in the queue to be sent the next time the "KBSubscription" scheduled task runs (default is to run once a day).