How to make "details" as mandatory when Helpful is selected as "NO" in knowledge article

[sandeep24]

How to make "details" as mandatory when Helpful is selected as "NO" in knowledge article

Steps to reproduce.

1. Navigate to https://dev*****.service-now.com/kb

2. Open any of the article

3. Click on Helpful as "NO". Popup appear

4. How to make "Details" mandatory

[Satyanarayana C]

Hi,

Is this feedback popup a custom solution? If not, can you tell me which page are you referring to? I can check and let you know after I take a look at the widget.

In my dev instance i am not able to get the popup. 

Thanks

[sandeep24]

Hi Satya,

Thank you for your response..

This is OOB functionality only. We need enable below  property .

Procedure

1. Navigate to Knowledge > Administration > Properties.
2. In the Actionable Feedback Properties section, configure the following properties:

1. Create actionable feedback task when an article is marked as not helpful.

2.Create actionable feedback task when an article is rated at or lower than this value. 0 or no value indicates that actionable feedback tasks are not enabled for Rating type feedback

please refer: https://hi.service-now.com/kb_view.do?sysparm_article=KB0712422

https://docs.servicenow.com/bundle/london-servicenow-platform/page/product/knowledge-management/task...

[Satyanarayana C · Accepted solution]

Hi Sandeep,

Thanks for providing the details. The feedback popup is coming from the ng-template "kb-feedback-task-modal" attached to the widget - "kb-article-content".

To make details mandatory - you need to modify the method - c.submitFeedbackTask in the widget - "kb-article-content". If you see the method - "submitFeedbackTask", there is already code to make the reason mandatory. Implement the same for details also.

Thanks

[Satyanarayana C]

Hi Sandeep,

Please let me know if the issue is resolved.

If yes, could you please mark my answer correct and helpful.

Thanks