How are Knowledge Gap records being closed when the Incident Closes?

[lonesoac01]

Hello all,

    I am seeing an issue where Knowledge Gap records in the kb_feedback_task table are being closed out when the related INC record is Closed.  How is that happening?

 

[glideFather]

Hi @lonesoac01,

I just replicated in my PDI (ootb) and the Knowledge Feedback Task remains in New state after the Incident is Closed.

So it seems to be a customisation, nobody without access to your environment can help you 😕 but you can check business rules, (work)flows and scripts that are touching the [kb_feedback_task] table...