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]

Try this and let me know what your result is :

Navigate to System Definition → Business Rules.

Create a Before Insert Business Rule on kb_feedback_task.

Add the following script:

(function executeRule(current, previous /*null when async*/) {

// Get the parent feedback record
var fb = current.feedback.getRefRecord();

if (!fb) {
return;
}

// If the feedback is from "helpful = No" or has a rating
if ((fb.helpful == false) || (fb.rating && fb.rating > 0)) {
// Prevent the comment from being saved against the article
current.comments = ''; // removes the text so it won't display
}

// If it's a direct comment (no rating, helpful not set/true), keep as-is

})(current, previous);

[Keszia]

Thanks for helping me however this business rule doesn't work as the kb_feedback_task doesn't have a parent - the comment is still posted underneath the article. Here's what I've observed with these comments and the related tables:

kb_feedback	Direct article comment	Feedback comment
Useful value-	-	No
Rating value	(empty)	1, 2, 3 (4 and 5 don't trigger feedback tasks or ask for comments)
Reason value	-	(contains anything)
Live message value	(contains something, matches Comments value)	(empty)
Comments value	(is anything, tends to be wrapped in <p>)	(is anything)
kb_feedback_task
Feedback Task Type value	-	User feedback
Reason value	-	(is anything)
Description value	-	(contains something, matches Comments value)

It seems that the kb_feedback_task doesn't get created unless the comment is posted.

I had a business rule on the kb_feedback table that deleted the comment after insert but the associated feedback task was never created. I have also tried a UI Policy to hide the comment which hasn't worked.

[Ct111]

Ignore the earlier code.

I think if you comment out the modal code you wont have the comments ever posted in the article itself

Here is your modal

kb-feedback-task-modal

Link:

YOURINSTANCEURL/sp_ng_template.do?sys_id=e215143f53330300cc376512a2dc3414&sysparm_record_target=sp_ng_template&sysparm_record_row=2&sysparm_record_rows=3&sysparm_record_list=sp_widget%3Da47ea1cb0b9432004ce28ffe15673a5b

[Keszia]

I don't think that is the place I need to edit - that looks like the code that sets the look/contents of the feedback pop up. I'll try look at the widget that you suggested in your other comment.

[Ct111]

ok, just to be clear there is nothing OOB , about the stuff you are looking for. You might have to do customization