Knowledge feedback task

[kali]

Hi All,

In knowledge feedback task there is impact and priority how does the system take this value and where to put configurations for this

[Max Dore]

Hi @kali, please check this documentation and properties

https://docs.servicenow.com/bundle/washingtondc-servicenow-platform/page/product/knowledge-managemen...

Enter a value from 1 to 5 to specify the rating threshold for generating a feedback task.

For example, if you set this value to 3, a feedback task is generated when a user selects three or less stars to rate an article.

Note: If you enter '0', a negative article feedback does not generate a feedback task.

[kali]

Hi @Max Dore,

Thanks for your response , however in the knowledge feedback table if you check the list layout there is two columns impact and priority from where does the system take this value ?

Thanks in advance

[Tai Vu]

Hi @kali 

In the Knowledge Feedback Task, the fields Impact, Urgency, and Priority inherit their default values from the dictionary, which comes from the parent table (Task).

If you need to manage the priority matrix, you can find it in the Priority Data Lookup. You can refer to the sample from Incident.

Ref: Define priority lookup rules

There isn't a Data Lookup specifically defined for KFT. However, you can create one similar to the Incident setup, which would also apply to KFT.

Cheers,

Tai Vu