'Flagged' Knowledge Feedback visible to end users

kc1959 · ‎08-14-2020

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.

Willem · ‎08-14-2020

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.

View solution in original post

kc1959 · ‎08-17-2020

Many thanks Willem.

I mainly wanted to confirm that this is the OOTB behaviour to pass on the the customer.

I'll let them know that a BR is an option.

Thanks again.

kc1959 · ‎08-17-2020

Many thanks for taking the time to reply.

Unfortunately it's the KB Feedback that I wanted to hide and not the article - there is no 'Active' field on the feedback table but, perhaps, I can add one and use that to to hide the article from the Service Portal view.

Willem · ‎08-17-2020

Can you check:

glide.knowman.show_user_feedback.roles? What is it set to? For me it is empty

Other option is you can modify the ACL:

Add the roles you want to be able to see the comment. Or add any condition to the "Condtion" part.

kc1959 · ‎08-17-2020

Thanks again - in our instance (and my OOTB personal instance), the glide.knowman.show_user_feedback.roles is set to 'Knowledge View'.

I can look to amend the ACL but I will still have to identify that the feedback was previously set to 'flagged' which suggests adding a custom field and updating that via a BR.

Willem · ‎08-17-2020

When do you want to show it exactly? If you want to show it to specific roles and only when it is flagged, you can add roles and in condition add the following:

Step by step:

Then: