'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.

[kc1959]

Thanks.

But I'm specifically talking about the KB Feedback records' 'Flagged' field and not the field on the KB article - the 'Flagged' field on the article remains set until the last of the 'Flagged' comments are resolved so there may be several other flagged comments outstanding.

From my original posting....

- 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'

... we don't want this feedback/comment to be visible to ALL after the 'Flagged' check box is unchecked (which occurs as soon as the feedback is resolved).