Is it possible to report knowledge gap from other than Agent workspace

[Ayaka KAZAMA]

In order to create "knowlede gap" Knowledge Feedback Tasks, I know I can do that from Agent Workspace.

Is it possible to create the tasks from the default view of the incident?

If possible, how can I find the configration?

[Allen Andreas · Accepted solution]

Hi,

I believe out of box, there isn't a feature that creates a knowledge feedback task, etc. but the way it works for incident is that you'd check the "knowledge" checkbox and then once the incident is closed, a draft knowledge article is created for review/edit and then can be published.

You can always create a UI Action for this that creates a knowledge feedback task for the platform UI.

Please mark reply as Helpful/Correct, if applicable. Thanks!

[Michael QCKM]

And that only works well if the person closing the Incident adds good, useful, meaningful, knowledge article worthy notes... otherwise, garbage in/garbage out KB Drafts. (creating more work for the Author who's got to research the actual situation and find a solution and write it up well, or close/delete the Draft... oftentimes troublesome.)
Sure, your Agents are supposed to already be writing good ticket notes, but...

[Allen Andreas]

Hi,

That's a concern that you can position towards ServiceNow, perhaps in the Idea Portal

Otherwise, as I mentioned, you'd have to create this functionality for a concept of knowledge feedback tasks within the incident process. My reply was merely explaining the current functionality for the default platform incident to knowledge process.

Thanks for your reply though.

-Allen

[Michael QCKM]

Allen, I'm sorry... I wasn't pointing that sharp stick at you. I was merely replying based on what we've seen with that function. Your explanation was totally fine. (Sorry... I didn't mean to come off like a jerk)