Enable actionable feedback tasks outside of portal and workspace

[mmichaels]

Hello, I understand actionable feedback can be applied to the portal and workspace:

However, is there a way to enable these same properties when a knowledge base article is viewed via Self-Service or Service Desk? As seen below:
 

Example: A help desk employee locates the above article, they give it a 1 star rating. I would like the below prompt to show and then an actionable feedback task gets created. The same goes for the Yes/No buttons next to "Helpful". If the KBA is marked as not helpful, the below prompt appears to provide more information, and then an actionable feedback task is created:

I am running the San Diego version - thank you.

 

[Saurav11]

hello,

I don't think there is any OOB way to enable it the inly way is to do a very heavy customization on the kb_view UI page but if ServiceNow itself has not attempted it I will suggest to not touch the UI page.

So I do not think you will be able to replicate it in Native UI.

Please mark answer correct/helpful based on Impact.

[mmichaels · Accepted solution]

Thankyou. I was able to locate a workaround.

If you modify the business rule "Knowledge Feedback Task Creation" (System Definition - Business Rules) - The filter conditions of "Reason is not - none" needs to be removed. A feedback task will be created if a user is not within the portal or workspace and viewing a KBA.

Additionally, I modified /sysrule_assignment.do?sys_id=18708c8567030300d358bb2d07415a64 to assign all feedback tasks to a specific user (based on my own business need); as I noticed in my instance they were automatically being assigned to System Administrator. You can choose a group within there as well as opposed to a user.

Regarding the "Thank you for the feedback prompt", this is still unavailable outside of the portal and workspace however it is available on the kb side (yourinstance.service-now.com/kb)

[Sweta10122]

Hi,

I am having the requirement to make the "Thank you for the feedback prompt" visible in backend view. Can you suggest what should be done for this?