Knowledge Management Feedback Tasks

[Saisree Kota]

Hi,

Recently we have installed a knowledge Management Advanced plugin.

Enabled some properties to create knowledge feedback tasks when rating is below 3 or atricle is marked as not helpful.

Knowledge Feedback Tasks are being created in kb_feedback_task table as expected but unable to change the state of the kb feedback task.

Need help/ guidance in understanding the Working of Knowledge management feedback tasks.

Thanks,

Saisree

[mhegde1 · Accepted solution]

Hi @Saisree Kota ,

From the screenshot we can see that state field is readonly.

Please check if there any UI policy for this field or check the dictionary level of the field.

Thanks,

[Saisree Kota]

Hi @mhegde1 ,

Thankyou for your help.

State Field is Readonly in the base table. Made the changes to the Field by creating Dictionary Override for that field and able to change the knowledge feedback task state now.

Thankyou 

[AndersBGS]

Hi @Saisree Kota ,

The user that is trying to change state - is that user admin/knowledge admin or? Have you followed the guide for setup: https://docs.servicenow.com/bundle/tokyo-servicenow-platform/page/product/knowledge-management/task/...

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

best regards

Anders

[Saisree Kota]

Hi @AndersBGS ,

I followed the docs, feed back task is getting created but unable to change state.

admin is trying to change the state