How to make a comment in knowledge article as mandatory, when the rating is lower than 2 star

Sangeetha8
Tera Contributor

‎05-19-2023 01:09 AM

Hi All,

 

I had a requirement to make the "add your comment " as mandatory when the knowledge article is rated less then 2 star in portal.

Is this possible to do?

 

Anyone can help me on this

 

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2 REPLIES 2

Ratnakar7
Mega Sage
Mega Sage

‎05-19-2023 01:47 AM

Hi @Sangeetha8 ,

 

You can achieve this by using UI Policies in ServiceNow. Here's how you can do it:

  • Create a new UI policy.
  • Give the UI policy a name and a description.
  • Set the Table to "kb_feedback" (the table that stores knowledge article ratings and comments).
  • Define a condition that checks if the rating is less than 2 stars. For example, the condition could be rating < 2.
  • Under "Advanced", select the "Make mandatory" checkbox for the "Comment" field

 

Thanks,

Ratnakar

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Sangeetha8
Tera Contributor
In response to Ratnakar7

‎05-19-2023 01:55 AM

Hi @Ratnakar7 

Thanks for your Reply.

 

I am not asking this in form level ,I want this to be mandatory in service portal

Sangeetha8_0-1684486418962.png

I need the "Add your comments" as mandatory when we rate the article less than 2