creating a feedback task when a customer comments on a knowledge artcle
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3 weeks 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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3 weeks 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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