How to make comment fields mandatory when someone marked knowledge article not helpful.

[Mukesh Singh]

Hi Developers,
We have a requirement to make comment field mandatory on knowledge articles when someone mark knowledge article as "Not Helpful" or "Rated as 3 or below" or "Flagged".

I have reviewed some documents and came to know all these buttons visible on "kb_view" form via some knowledge properties and not sure how to implement this requirement.

Please suggest.

[Hemant Goldar]

Hi @Mukesh Singh ,

Did you check the below support article?
https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0712422 

I hope this helps!

Regards,

Hemant 

[Mukesh Singh]

Hi Hemant,

Yes, In our case feedback and feedback task both gets created when someone marked as not helpful or rated as below 3. But comment field is optional.

We need to make comment field mandatory, when someone marked as not helpful or rated as 3 or below.

Please suggest.

[Bert_c1]

Hi @Mukesh Singh 

You can us a UI Policy to make field mandatory based on other field values.  See examples in your instance:

https://[instance_name].service-now.com/sys_ui_policy_list.do?sysparm_query=short_descriptionLIKEmandatory&sysparm_view= 

[Mukesh Singh]

Hi @Bert_c1  : I have already tried to create UI policy on Kb feedback table but no luck.

When we open any knowledge article, url shows kb_view("https://[instance_name].service-now.com/kb_view....") but there is no table exist with this name(kb_view) and buttons which are showing on knowledge article form (i.e. helpful or Flag Article or Rating) are visible through some knowledge properties.

So, Not sure on which table UI policy needs to be created.