Create Knowledge Base Article Events

This article applies to recent versions of SmarterTrack. View articles for SmarterTrack 12.x and earlier.

SmarterTrack's event-driven architecture gives System Administrators, Managers and Agents the ability to be notified when an event occurs in the system. Most commonly, System 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.

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 Menu icon, and from the dropdown select Settings.
  3. Under the My Settings header click My Events. A list of existing events will load in the content pane.
  4. To create a new event, click the New button in the content pane toolbar. This will open the New Event modal.
  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. Click the Action tab.
  10. Click Add Action.
  11. In the Action field, select Send Email from the list.
  12. Complete the required from and to address fro the Send Email event action.
  13. 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 a System Administrator.
  2. Click Menu icon, and from the dropdown select Settings.
  3. Under the Configuration header click on Events.
  4. Ensure the Global tab is selected.
  5. To create a new event, click the New button in the content pane toolbar. This will open the New Event modal.
  6. In the Name field, type a name for the event.
  7. In the Category field, select Knowledge Base from the list.
  8. In the Type field, select KB Article Created from the list.
  9. Click OK.
  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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