Keeping button enabled after leaving negative feedback on a knowledge article

[LizB]

We are using the Service Portal widget "Knowledge Article Helpful" to allow users to let us know whether an article is helpful or unhelpful.

We are changing the OTB behavior so that when a user clicks on "No" they must choose a reason and then leave additional information in the textarea Details field.  Currently, the user does not have to fill in the textarea Details field.

We also are changing the OTB behavior so that when a user clicks "No thanks" after the feedback pop-up is displayed, a feedback record (kb_feedback) is not created.  We only want them to create a feedback record when they have chosen a reason, provided additional details and then click Submit.

Use case:  A user decides they do not want to leave feedback by clicking "No thanks" because maybe they need to copy and paste something from the article.  We would like them to be able to click "No thanks" which will not create a feedback record, copy something from the article, and then allow them to click the below "No" button a second time to leave feedback.  However, the problem is that the button is disabled after clicking it the first time and viewing the feedback pop-up.  They have to refresh the webpage to enable the "No" button again.  Is there a way to keep the "No" button enabled?

[Allen Andreas]

Hello,

I'd recommend getting with the individual/team that helped customize this widget because out of box, at least in my Tokyo instance, when clicking yes or no, it still remains on the page and you could change your mind. So something in your customization must be causing it to hide from the screen.

Otherwise...please share more information as to your script because we can't really help you with the issue without seeing the customization, in detail, that you all have done.

Please mark reply as Helpful/Correct, if applicable. Thanks!

[LizB]

I spun up a developer Tokyo instance and the behavior I describe above is OTB.

I click the "No" button to indicate the the knowledge article was not helpful.

The "Thank you for the feedback" pop-up is displayed.

I click on "No thanks".

The pop-up disappears.

I try to click on the "No" button a second time to indicate the the knowledge article was not helpful.

Nothing happens - I do not see the pop-up, a feedback record is not inserted - the button seems to be disabled.

The use case is that the "No" button should remain enabled so that I can leave feedback.

[Vignesh Roshan1]

HI @LizB ,

I'm also experiencing the same issue in OOTB. When clicking on Nothanks on the second time the feedback pop-up doesn't appear. The user has to reload the page to provide anymore negative feedback.
Is this issue resolved for you? If yes, please provide the steps here.

Thanks,
Roshan

[LizB]

I did not resolve this issue.  Sorry about that.