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.

[Abhilasha G T]

hi @SumanthDosapati ,

I don't want to deactivate the OOB BR.

I need another custom BR so that i can change/increase the order of execution.

when the article is flagged and provided the rating as 2 or less than 2 , as per OOB (based on property setting ) feedback task is created

my requirement is,

If the Article is from say knowledge creation KB,

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

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

can you provide me the script to achieve this.

Regards,

Abhilasha

[Abhilasha G T]

hi @SumanthDosapati ,

Need to inform you that , i found the solution ,

There is an OOB Assignment Rule named “Knowledge Feedback Task Assignment.” We need to add conditions for excluding custom Knowledge Bases in this rule.

and need to create a separate Assignment Rule for custom Knowledge Bases .

[mohammedafi]

You can do this in Knowledge Properties

[mohammedafi]

check the knowledge properties you can do it here directly