glide.knowman.feedback.enable_actionable_feedback_for_helpful

[Rameswar4]

(glide.knowman.feedback.enable_actionable_feedback_for_helpful) --> When we enable this property the feed back should be store in kb feedback task table but it is not storing in that table storing in kb feedback.

If it storing in the kb feedback that's fine but in the popup some predefined reasons were there when user selecting those reason and submit the reason is not saving in the description,

[SANDEEP DUTTA]

Hi @Rameswar4 ,

It may happen that when a user provides feedback on a knowledge article, a feedback record is created in the Knowledge Feedback table (kb_feedback) but a feedback task (kb_feedback_task) is not created.

Pre-requisites

1. These plugins need to be activated:
   
   • com.snc.knowledge_advanced
   • com.snc.knowledge_serviceportal
2. When the plugins are active, the following two properties need to be set.

Property	Value
Create an actionable feedback task when an article is marked as not helpful. (glide.knowman.feedback.enable_actionable_feedback_for_helpful)	Yes
Create an actionable feedback task when an article is rated at or lower than this value. 0 or no value indicates that actionable feedback tasks are not enabled for Rating type feedback. (glide.knowman.feedback.enable_actionable_feedback_for_rating)	3

 Note: A value greater than 0 needs to be set for the Feedback Task to be created according to the documentation: Enable actionable knowledge feedback

Process

1. Open the Knowledge Service Portal (kb) not the standard Service Portal (sp), eg: https://<instance-name>.service-now.com/kb
2. Search and open a knowledge article
3. Scroll to the bottom of the page to see 'Rate this article', click on 2 stars.
4. A popup, Thank you for the feedback, should appear.
   
   • Pick a reason and add your comments, then click Submit.
     
     
5. Verify the kb_feedback and kb_feedback_task tables and notice new records being created.

From: KB0712422