Knowledge Feedback Task

Sweta1012
Tera Contributor

‎08-25-2023 07:47 AM

Hi Everyone, 

Can anyone tell me the process how knowledge feedback tasks are getting generated? Even after flagging the article or rating it below the limit set in its property in system properties, it is creating a feedback and getting captured under feedback tab in kb_feedback table. But i want to know how to generate feedback tasks which exactly gets captured in kb_feedback task table. I tried many ways still not able to figure out how these are exactly getting generated. Could anyone help me with this? 

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9 REPLIES 9

Sweta1012
Tera Contributor
In response to The Matrix

‎08-28-2023 12:33 AM

I have tried creating the task as per the document, all plugins are also activated, but still, only feedback is getting created, kft is not. I will try once again. Thank you so much

0 Helpfuls

Alexis Fillos
Tera Contributor

‎09-20-2023 09:49 AM

I'm having the same problem.

I didn't have this at another company. The feedback and task were created at the same time. I have the same question!

0 Helpfuls

rahulsrivastav1
Tera Contributor

‎01-15-2024 02:04 AM

@Sweta1012: Hello Sweta,

After rating an article there will be one popup which says "Thank you for the feedback. Please provide additional details. "

This popup will not come when your visit any article by clicking on VIEW ARTICLE. It will only come when you visit any article through KNOWLEDGE SERVICE PORTAL. Please follow below steps and you will get the task.

 

  • Open the Knowledge Service Portal (kb) not the standard Service Portal (sp), eg: https://<instance-name>.service-now.com/kb
  • Search and open a knowledge article
  • Scroll to the bottom of the page to see 'Rate this article', click on 2 stars.
  • A popup, Thank you for the feedback, should appear.
    • Pick a reason and add your comments, then click Submit.

After following above steps cross check your knowledge feedback task table. You will find your task

 

FYI : Before following the above steps please activate below plugins and set the values for below properties

Plugins :

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

Properties :

glide.knowman.feedback.enable_actionable_feedback_for_helpful

glide.knowman.feedback.enable_actionable_feedback_for_rating   

                    Thanks 🙂