Create Knowledge Base Article Events

SmarterTrack's event-driven architecture gives system administrators the ability to be notified when an event occurs in the system. Most commonly, administrators and agents use this feature to receive an email notification when a knowledge base article is created. Although the steps below show you how to create the most commonly used knowledge base event, the procedure is similar for the other knowledge base events.

Applies to SmarterTrack 11.x-12.x

Creating Agent-level Knowledge Base Events 
To create an agent level knowledge base event that sends an email when a knowledge base article is created, follow these steps:

  1. Log in to the SmarterTrack management interface as an agent.
  2. Click the settings icon.
  3. Expand the My Settings folder in the navigation pane and click My Events. A list of existing events will load in the content pane.
  4. Click New in the content pane toolbar. A new event window will load in a popup window.
  5. In the Name field, type a name for the event.
  6. In the Category field, select Knowledge Base from the list.
  7. In the Type field, select KB Article Created from the list.
  8. Click OK.
  9. Assign the event a name.
  10. Click the Action tab.
  11. Click Add Action.
  12. In the Action field, select Send Email from the list.
  13. Complete the required from and to address fro the Send Email event action.
  14. Click Save.

This will create a basic email notification using the default configuration. All other configuration settings and conditions are optional. For more information, please refer to the KB Events page in the SmarterTrack Online Help.

Creating System-level Knowledge Base Events 
To create a system-level knowledge base event that sends an email when a knowledge base article is created, follow these steps:

  1. Log in to the SmarterTrack management interface as an administrator.
  2. Click the settings icon.
  3. Expand the Configuration folder in the navigation pane and click System Events. A list of existing system events will load in the content pane.
  4. Click New in the content pane toolbar.
  5. In the Name field, type a name for the event.
  6. In the Category field, select Knowledge Base from the list.
  7. In the Type field, select KB Article Created from the list.
  8. Click OK.
  9. Assign the event a name.
  10. Click the Action tab.
  11. Click Add Action.
  12. In the Action field, select Send Email from the list.
  13. Complete the required from and to address fro the Send Email event action.
  14. Click Save.

This will create a basic email notification using the default configuration. All other configuration settings and conditions are optional. For more information, please refer to the KB Events page in the SmarterTrack Online Help.

Applies to SmarterTrack 6.x - 10.x

Creating Agent-level Knowledge Base Events
To create an agent level knowledge base event that sends an email when a knowledge base article is created, follow these steps:

  1. Log in to the SmarterTrack management interface as an agent.
  2. Click the settings icon.
  3. Expand the My Settings folder in the navigation pane and click My Events. A list of existing events will load in the content pane.
  4. Click New in the content pane toolbar. A new event window will load in a popup window.
  5. In the Name field, type a name for the event.
  6. In the Category field, select Knowledge Base from the list.
  7. In the Type field, select KB Article Created from the list.
  8. Click OK.
  9. Assign the event a name.
  10. Click the Action tab.
  11. Click Add Action.
  12. In the Action field, select Send Email from the list.
  13. Complete the required from and to address fro the Send Email event action.
  14. Click Save.

This will create a basic email notification using the default configuration. All other configuration settings and conditions are optional. For more information, please refer to the KB Events page in the SmarterTrack Online Help.

Creating System-level Knowledge Base Events
To create a system-level knowledge base event that sends an email when a knowledge base article is created, follow these steps:

  1. Log in to the SmarterTrack management interface as an administrator.
  2. Click the settings icon.
  3. Expand the System Settings folder in the navigation pane and click System Events. A list of existing system events will load in the content pane.
  4. Click New in the content pane toolbar.
  5. In the Name field, type a name for the event.
  6. In the Category field, select Knowledge Base from the list.
  7. In the Type field, select KB Article Created from the list.
  8. Click OK.
  9. Assign the event a name.
  10. Click the Action tab.
  11. Click Add Action.
  12. In the Action field, select Send Email from the list.
  13. Complete the required from and to address fro the Send Email event action.
  14. Click Save.

This will create a basic email notification using the default configuration. All other configuration settings and conditions are optional. For more information, please refer to the KB Events page in the SmarterTrack Online Help.

 

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