creating a feedback task when a customer comments on a knowledge artcle

OluseyiS3924078
Tera Contributor

4 hours ago

I have a requirement to generate a feedback task when a customer comments on a knowledge article.

I made some configuration changes to enabled the feature in ALL - Knowledge > Administration in the Actionable Feedback prosperities section.  I tested and still no tasks were created.
As anyone done anything similar.  Like a business rule possibly?

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Huynh Loc
Mega Sage

5m ago

Hi @OluseyiS3924078 ,

Out of the box, ServiceNow does NOT create a Knowledge Feedback Task when a user only leaves a comment on a Knowledge Article.

Actionable Feedback tasks are generated only for:

  • Flagged articles
  • Star ratings (typically < 3)
  • Marked unhelpful

Plain comments are stored in the kb_feedback table and do NOT trigger a feedback task by default.

Therefore, enabling “Actionable Feedback” alone is not sufficient if your requirement is comment-based feedback → task creation

You will have to create via Business rule that runs when article is commented 

refer the below article where same question answered:
https://www.servicenow.com/community/developer-forum/assistance-creating-a-custom-knowledge-feedback...

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