Knowledge flagged comments?

klautrup
Kilo Expert

Hi,

It seems to me that the 'Flag article' button does not work as documented here:
https://docs.servicenow.com/bundle/helsinki-it-service-management/page/product/knowledge-management/...

find_real_file.png

If I in an instance running Helsinki hit the 'Flag article' button and filling the pop-up 'comments' it seems to be visible to all users both itil + self-service.

Example:

A published article owned by user Charlie Whitherspoon having the 'knowledge' + 'itil' roles:

find_real_file.png

If I as 'itil' user Beth Anglin create a flagged comment:

find_real_file.png

And then impersonate another itil user Bud Richman (not the article 'author') that flagged comment is visible:

find_real_file.png

Likewise it is visible to self-service user Amelia Caputo :

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This is a bug right since the documentation indicates otherwise?
Is it easy to fix, so only the sender + article 'author' is able to read the flagged comment?

And when the article author Charlie Whitherspoon replies to the flagged comment:

find_real_file.png

It is not visible even to Beth Anglin who created the flagged comment that Charlie is answering.
How do I fix so replies to flagged comments are visible to the user who created the flagged comment?

Regards,

Kristian

1 ACCEPTED SOLUTION

Hi Kristian,



This issue has been addressed by PRB668156- Flagging a knowledge article adds a public comment as Comments for flagged articles should only be visible to the author, the user who entered the comment, or the KB owner or manager. This problem is already fixed in Istanbul release.



Let me know if you still have any questions.



Thanks,


Kalindi Mehta


View solution in original post

5 REPLIES 5

Uncle Rob
Kilo Patron

I've never relied on hidden Flag comments, but that definitely looks counter to the intent outlined in Docs.
Great find.


klautrup
Kilo Expert

Further observations are that when the user who created the original flagged comment all though not seeing the reply from the author, then replies to her own original flagged comment then suddenly the reply from the article author becomes visible.



Here is an example where the ITIL user Beth Anglin has created a flagged comment and article author Charlie Whiterspoon has replied, but Beth doesn't see the reply:


find_real_file.png



Until she comments her own original flagged comment where both her own new added comment becomes visible as well as Charlie Whitherspoon's previous reply:


find_real_file.png


find_real_file.png



If then viewing the same article as a self-service user a self-service user is able to see it all:


find_real_file.png



Which is of course also wrong since only the user who adds the flagged comment and the article author replying to it should be able to see the conversation (perhaps also the knowledge manager of the containing knowledge base).



Finally I also observe that for normal comment (not flagged) it is the same behaviour where I would expect both the original comment and all replies to be fully visible to both itil + self-service users, but they are not.


Hi Kristian,



This issue has been addressed by PRB668156- Flagging a knowledge article adds a public comment as Comments for flagged articles should only be visible to the author, the user who entered the comment, or the KB owner or manager. This problem is already fixed in Istanbul release.



Let me know if you still have any questions.



Thanks,


Kalindi Mehta


kalindimehta
ServiceNow Employee
ServiceNow Employee

This is working as it is designed. An info banner as feedback that you've flagged the article.


This was addressed by PRB627189 which was closed as Not a Problem.


Following it the link to KB article:


ServiceNow KB: When a user flags a knowledge article in the Knowledge v3 UI, the comment is not visi...