To Make Knowledge feedback comment mandatory in ITIL (kb_view.do) page

[mickydash2001]

Hi All,

How can I have a pop up box for asking reason (like below), if a knowledge article is marked as unhelpful from the backend ITIL page.

Actionable Feedback task is only applicable for portal, to add the similar functionalities in backend as well what needs to be done.

[Dr Atul G- LNG]

Hi @mickydash2001 

Please let us know, on beckend view/ native view where the user is marking Unhelpful. 

I think this can be achieve via UI policy

If Helpful = NO

Make 

comments / feedback column mandator ( hope this is OOTB)

[mickydash2001]

Hi @Dr Atul G- LNG 
Thanks for the response.
In the kb_view.do page at the end of each article we have following options to mark it as helpful or unhelpful

[Dr Atul G- LNG]

Hi @mickydash2001 

I am not this is straight forward but give a try like mentioned by @Jayant_M 

under this page

https://INSTANCENMAE.service-now.com/now/nav/ui/classic/params/target/sys_ui_page.do%3Fsys_id%3D11ef...

[Jayant_M]

Hi @mickydash2001 ,

Try creating one change client script with GlideModal to get the input from the user with popup. Refer the below video create the same.

https://www.youtube.com/watch?v=gohmwhFwGa4&t=939s

Please mark my response helpful if it resolves your issue