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Using Spotter to Automate Tasks

Spotter Scenario: Handle Irrelevant Known Issues

Use the "Handle irrelevant Known Issues" Spotter Scenario to send notifications or create tasks when Known Issue articles have been resolved for a set amount of time. You can add other conditions the articles must also meet for the actions to be triggered.

Roles and permissions:

To access Spotter, you must be an administrator or have a custom role with Spotter enabled in the Settings > Tools permissions.

To activate this Scenario:

Click the Spotter icon in the side panel on the left.
Click the Pre-Made Scenarios tab at the bottom to expand it.
Select the Handle irrelevant Known Issues Scenario.
Tip: Click the Knowledge Base filter to quickly find this Scenario.

(Optional) Enter a name, up to 120 characters, for the scenario. This makes the scenario easier to find, especially when using the same pre-made scenario multiple times.
Set the If condition that must be met before the Then actions are triggered:
1. Click time period in the If condition.
2. Enter the amount of time in which Known Issue articles can remain in the Resolved status before the Then actions are triggered.
3. Click the checkmark or press Enter on your keyboard.
(Optional) Click + Add an article based condition to add a condition that must also be met to trigger the Then action(s). Select the condition type and repeat this step if necessary:

Language

Labels

Category

7. Set the Then action(s) that will occur when the If condition is met:

Send notification

Click Notification next to Send.
Select a notification type:
- Email: Send an email notification to the relevant team member(s) and/or group(s):
  1. Click Recipient next to To.
  2. Choose who you'd like to receive the notification:
    - The article's author: All team members that have saved changes to the article.
    - The manager of the article's author: The managers of all team members that have saved changes to the article.
    - Team members: Select the team member(s) that will receive the notification.
    - Groups: Select the group(s) that will receive the notification.
  3. Click the checkmark at the bottom of the list.
- In-app notification: Send a notification to the Notifications feed of the relevant team member(s), manager(s), and/or group(s):
  1. Click Recipient next to To.
  2. Select the team member(s), group(s), or account managers that will receive the notification.
  3. Click the checkmark at the bottom of the list.
  4. (Optional) Click Send as an urgent notification to make the notification urgent. Note: Team members must click urgent notifications to remove them from their screen in the Wix Answers app.
    Tip: Click Preview next to the toggle to preview the notification.
- Slack Notification: Send a notification to your relevant Slack channel(s) or in a direct message to someone in Slack:
  Note: To use this feature, create an email address in Slack for the relevant channel or direct message.
  1. Click Slack mailboxes next to To.
  2. Enter the email address of the Slack channel or direct message and press Enter on your keyboard.
  3. Repeat the above step to add more Slack email addresses.
(Optional) Add another type of notification:
1. Click + Add Action below the notification you just set.
2. Select Send notification.
3. Repeat steps 1-2 above.

8. (Optional) Click + Add Action and select another Then action that will occur:

Create article task

9. Click Save & Activate.

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