KB - FEEDBACK TASK ASSIGNMENT

[Abhilasha G T]

Hi Team,

I have a requirement like below,

AC1 - Given that I am a knowledge user (ITIL )
When I navigate to the Portal, and view an article in the ABC  Knowledgebase and select an article rating of 2 or below AND I submit feedback with a reason selected, or details entered
Then a feedback task is created and assigned to the article Author

AC2- Given that I am a knowledge user (ITIL )
When I navigate to the Service Operations Workspace, and view an article in the ABC Knowledgebase and select an article rating of 2 or below AND I submit feedback with a reason selected, or details entered
Then a feedback task is created and assigned to the article Author

AC3 - Given that I am a knowledge user (ITIL)
When I navigate to the Portal, and view an article in the ABC Knowledgebase and click to flag the article
Then a feedback task is created and assigned to the article Author

AC4 - Given that I am a knowledge user (ITIL)
When I navigate to the Service Operations Workspace, and view an article in the ABC Knowledgebase and click to flag the article
Then a feedback task is created and assigned to the article Author

For a particular KB, i want to have the above assignment rules (Flagging , rating and adding reason) to be achieved when the article viewed in Portal and in SOW.

How to achieve this.

Regards,

Abhilasha.

[SumanthDosapati]

@Abhilasha G T 

Knowledge Feedbacks are stored in kb_feedback table
Knowledge Feedback tasks are stored in kb_feedback_task table.

There's already an OOB Business rule with name "Knowledge Feedback Task Creation" which will create a knowledge feedback task based on the feedback recieved.

You need below two plugins for that

Plugins :

• com.snc.knowledge_advanced
• com.snc.knowledge_serviceportal

and below two properties can control that.

Properties :

glide.knowman.feedback.enable_actionable_feedback_for_helpful

glide.knowman.feedback.enable_actionable_feedback_for_rating   

For your specific requirement, you can write a After Insert business rule on kb_feedback table with conditions as

Article.Knowledge Base is ABC

AND

Flagged is TRUE

OR

Rating LESS THAN 3

In script you can write a glideRecord call to create a record in kb_feedback_task

Accept the solution and mark as helpful if it does, to benefit future readers.
Regards,
Sumanth

[Abhilasha G T]

hi @SumanthDosapati ,

Thanks for your Reply, as you mentioned i can see the OOB BR , Knowledge Feedback Task Creation ,

which is creating feedback task.

But as per OOB, Feedback task is created like below,

In the Article - if ownership group exist - Feedback task is created and assigned to ownership group

 In the Article - if no ownership group exist - Feedback task is created and assigned to Author

My requirement in above 2 scenarios, Feedback task should create assigned to Author itself.

Regards,

Abhilasha

[SumanthDosapati]

@Abhilasha G T 

In that case, since you dont want the OOB functionality, you have to either modify the OOB business rule or deactivate it and create and create a new one.

I would recommend to just deactivate the OOB one and create a new similar one as per your requirement to assign it to author.

But remember during upgrades, you get it as a skipped record since you modified the OOB record.

Accept the solution and mark as helpful if it does, to benefit future readers.
Regards,
Sumanth

[mohammedafi]

I agree with @SumanthDosapati's solution