SmarterTrack 12.x Help

Knowledge Base Events

Administrators and agents can receive notifications or automate actions based on the following knowledge base events:

  • KB Article Created
  • KB Article Deleted
  • KB Article Flagged for Review
  • KB Article Modified
  • KB Article Reviewed
  • KB Article Stale
  • KB Feedback Abuse Reported
  • KB Feedback Approved
  • KB Feedback Blocked
  • KB Feedback Created
  • KB Feedback Deleted
  • KB Feedback Edited
  • Manual KB Event

Conditions

Depending on the event selected, the following event criteria are available:

  • Name - The friendly name for the event. Note: The Enabled checkbox must be marked in order for this event to trigger. Use this setting to temporarily disable events.
  • Event Type - The event that triggers the action.
  • Time of Day - The time frame during which the event occurs.
  • Day of Week - The day(s) of the week during which the event occurs.
  • Agent - The agent that modifies or creates articles.
  • Folder - The folder in which the knowledge base article is saved.
  • Article Title - The words that will trigger the event if found within the article title.
  • Keywords - The words that will trigger the event if listed as article keywords.
  • Summary - The words that will trigger the event if found within the article summary.
  • Body Text - The words that will trigger the event if found within the body of the article.
  • Marked as Draft - The article status that will trigger the event.
  • Marked as Private - The article status that will trigger the event.
  • Flagged for Review - The article status that will trigger the event.

Actions

Depending on the event selected, the following actions are available:

  • Alter Item Properties - Allows you to automatically change an article's Draft, Public/Private and Review status.
  • Call Web Page - Calls a web page that you specify, and that page can execute specific actions, queries or other methods based on whatever is coded on the page. For example, calling a web page that then initiates adding a task to a third-party task management application.
  • Log to File - Logs an action to a text file. This occurs once based on the max frequency set, regardless of how many times the event is fired.
  • Log to File (once per item) - Logs an action to a text file. This occurs once per each instance of the event firing and can be managed using the max frequency setting.
  • Notify External Provider - Calls an external provider that is created by the customer. For more information, see External Providers.
  • Send Email - Sends an email to a set of recipients. This occurs once based on the max frequency set, regardless of how many times the event is fired.
  • Send Email (once per item) - Sends an email to a set of recipients. This occurs once per each instance of the event firing and can be managed using the max frequency setting.
  • Use My Notification Profile - Uses any custom email addresses and/or SMS addresses that are used as part of a personal Notification Profile. This occurs once based on the max frequency set, regardless of how many times the event is fired.
  • Use My Notification Profile (once per item) - Uses any custom email addresses and/or SMS addresses that are used as part of a personal Notification Profile. This occurs once per each instance of the event firing and can be managed using the max frequency setting.