how to make comments on a knowledge article mandatory when a low rating is specified

alipia123 · ‎12-06-2023

hi has anyone had experience of making knowledge article comments mandatory when an article is low rated? I cant use the OOTB knowledge feedback functionality as not all the areas using the functionality want to implement it. I was trying using a UI policy but its not working.

Dr Atul G- LNG · ‎12-06-2023

Hi @alipia123

could you please share screenshot of UI policy to cross check. If i am not wrong , you need to modify OOTB comments section for this.

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Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
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Dr Atul G- LNG · ‎12-06-2023

Hi @alipia123

Best link

https://www.servicenow.com/community/developer-forum/how-to-make-a-comment-in-knowledge-article-as-m...

https://www.servicenow.com/community/itsm-forum/how-can-i-make-mandatory-the-rating-to-knowledge-art...

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

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alipia123 · ‎12-07-2023

Thanks Atul - assuming that I would need to modify or clone the OOTB knowledge article comments widget to force this behaviour looking at the links?

Dr Atul G- LNG · ‎12-07-2023

Hi @alipia123

True, so it is like a customization and need to modify (after clone) the OOTB widget,

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

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