Knowledge feedback task submission with missing info.

[dev_S]

Hi Team,

I need a help with a requirement where when user submits feedback through employee center portal for a article by clicking on " helpful no " then a popup will come with options this is already there in our system.

Thank you for the feedback

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The article is incomplete

The article contains incorrect information

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when other option is selected "comments need to mandatory "as the assigned to person wants to know why the user clicked on helpful no. But without submitting the comments if user closes the popup the feedback is getting submitted same for the "Rate This article "when user select the 1 or 2 or 3 stars the the above popup will as mentioned above.

So now I need to configure if the user selects " Helpful No " or selects 1 or 2 or 3 Stars (Rate This article) and selects the other options comments need to be mandatory without entering the comments feedback should not be submitted for both the cases.

Thanks in advance.

@Ramesh Lohar  @Dr Atul G- LNG  @Gianluca Roncat  @AndersBGS 

[Dr Atul G- LNG · Accepted solution]

Hi @dev_S 

Looks like some coding is needed here, which isn’t my strong area. Let’s wait for input from others.

[KrishnaMohan]

Hi @dev_S ,

ServiceNow Default Feedback Task creation and flow.

• When the article is flagged, a feedback task will be created and assigned to the author of the article.
• In addition, we can configure(OOB) as below using properties

1. Create feedback tasks when an article is marked as not helpful. 
2.  feedback tasks are created only if the user submits proper reasons for negative feedback.
3. Create feedback tasks when an article is rated at or lower than this value(example 2 star out of 5 star).
   

However for mandatory fields you should do customize/modify the widgets i.e Knowledge Article Helpful and Knowledge Article Content

If my response helped please mark it correct and close the thread so that it benefits future readers.

Thanks and Regards
Krishnamohan

[Vignesh Subrama]

Hi @dev_S ,

There is a OOB solution to configure if a KFT is required or NOT for the other and no comments entered or marked closed without any action after marking not helpful.

The property glide.knowman.feedback.enable_explicit_feedback was introduced in the ServiceNow San Diego release. This property controls whether a Knowledge Feedback Task (KFT) is generated only when a user explicitly provides a reason for their feedback, or if it's generated even when the user simply clicks "not helpful" or gives a low rating. 

More specifically, this property was added to specifically generate a KFT only when a reason is submitted, impacting how actionable feedback tasks are handled. Prior to this, KFTs might have been generated simply based on a low rating or by clicking "not helpful" without any reason provided. 

Therefore, if you're using a ServiceNow instance upgraded to San Diego or later, and you're seeing KFTs being generated even without explicit reasons, you might want to check if this property is set to true. If it is, and KFTs are still being created without explicit reasons, then there might be customizations to the related business rules, as noted in some ServiceNow documentation.