Report Knowledge Gap function outside of Service Operations Workspace?

[CaitlynD]

We are not currently using the Service Operations Workspace (still exploring this as an option) - but the Report Knowledge Gap function it uses seems far more helpful than the Knowledge tick box when resolving an incident in classic view.

Classic view - knowledge tick box takes only the additional comments (often customer/tech back and forth) and only creates a draft after the call has been closed/doesn't assign an author or notify who originally ticked the box.

Report Knowledge Gap function however would just send knowledge managers a task and then we could assign this to the most suitable person to write the article. Is there any way of replacing the knowledge tick box with the report/task function?

[BrianProvencher]

Following up on this, it looks like a simple record producer that creates a record on the kb_feedback_task table. Hopefully that points you in the right direction.

[MyleneKM]

Hello, today we have the option to report a gap from an Incident and / or from a case.

Do you need if it's possible to report a gap from a request? Do we have best practices on this topic?

Thanks for your help.