'Flagged' Knowledge Feedback visible to end users

[kc1959]

Hello all,

a customer has asked me to investigate what she sees as an issue with knowledge comments (feedback) created by ITIL users using the 'Flag Article' button is Service Portal - here is the issue:

- an ITIL user has access to 'Flag Article' from the KB article via the Service Portal page

- the ITIL user submits some comments using 'Flag Article'

- the comment is subsequently only visible to the author and knowledge managers via the portal

- a knowledge manager reviews the comments in the back end (UI view) and the unchecks the 'Flagged' field which resolves the feedback

- PROBLEM: the comment is now visible to ALL Service Portal users as it is no longer 'Flagged'

These sort of comments are deemed to be 'sensitive' and should not be visible to all.

Is this correct behaviour?

I've tried using my personal OOTB instance and it functions the same way.

Many thanks in advance,

Keiron.

[BryanS413339635]

I believe this is controlled by a knowledge property. Set glide.knowman.use_live_feed to false.

[kc1959]

Thanks for the quick reply.

Unfortunately this is already set to false.

[Willem]

Hi Keiron,

That is default behavior. If you want to change it, you can add a condition to the ACL's or create a Business rule. Let me know if you need help with that.

Kind regards,

Willem

[Willem · Accepted solution]

Create a Business rule on Update, when the Flagged changes to true:

Set article to inactive:

Be aware that, whenever an article is flagged, and it is does not show anymore, users can not view the information. Even if it was flagged for a spelling error.