Prevent feedback tasks from also being added as a comment on articles

[Keszia]

I want to change the OOTB function that allows a feedback comment to also add as a comment on the article as it will create too many emails and noise.

I have an email notification that triggers when a feedback task has been assigned to me but with the OOTB settings on for article ratings, emails are also being triggered which I want to stop.

These are the settings I have configured:

This is what happens when a user leaves feedback:

To be clear - I do want emails to be triggered when comments are left on an article, but I don't want comments via these feedback tasks to be added as a comment. 

What can I change so that the comments from a feedback task don't get added as a comment?

[Ct111]

Have you crosschecked this property

"glide.knowman.show_user_feedback"

I would request you to go through below 

LINK

It would be good starting point.

[Keszia]

Thanks for the reply - changing this to 'never' disables comments entirely, so users can't comment on the article at all. I don't have comments disabled on the knowledge base.

I still want comments enabled, and for users to be able to leave comments, but I don't want the response given via feedback to be added as a comment.

[Ct111]

if you believe some user roles comments you would like to be visible on portal then you can allow that by "glide.knowman.show_user_feedback.roles" , but otherwise there is not complete way of removing it, either you can prevent user from commenting or you can do something like keep users from certain roles to comment .

For more information :

I would insist you to check these two links:

LINK1

LINK2

[Keszia]

Thank you. I have referred to those links in the past and haven't been able to find my answer because it is not based on role, it is based on how the comment (kb_feedback) was created.

• I want all users to be able to leave a comment directly on the article.
• I don't want comments created as a result of feedback (Helpful = No) or (Rating = ❤️ stars).
  • I want these comments to be added to the kb_feedback_task but not added as a comment on the article.

It's really just a filter, I guess, that determines to hide comments if it was part of a feedback rating/usefulness. Can that be done with a Business Rule or UI Policy? I have tried both and haven't found a script or setup that works.