How to Assign Knowledge Feedback Tasks to Specific Groups Instead of Knowledge Article Author

[cmitchell2323]

Good Morning Everyone, I am trying to implement logic to have knowledge feedback tasks be assigned to a specific group instead of to the knowledge article author. When a user marks an article as Not Helpful, it should get generated to a specific group that will handle the knowledge feedback. How would I implement this? Currently, I am struggling with trying to find where the logic is located that handles the assignment of knowledge feedback tasks. Please let me know if you have any questions or clarifications, thanks!

[Tanushree Maiti · Accepted solution]

Hi @cmitchell2323 

As per this post  :

You may update the Script in the Knowledge Feedback Task Assignment rule to auto assign feedback tasks as per requirement. Navigate to "/sysrule_assignment.do?sys_id=18708c8567030300d358bb2d07415a64" and update the script.

Dictionary overrides are to restrict the list of available values for assigned to and assignment group when manually assigning the feedback task.

[cmitchell2323]

Good Afternoon Tanushree, I found the assignment rule you are referring to! Thanks for the help!