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"Leave Comment, Was this helpful -yes/no" -what are the ways to enable it in Incident search results

Sruthi_2511
Tera Contributor

Tuesday - last edited Tuesday

Hi Community,

 

I am working with Knowledge Articles in ServiceNow and a UI behavior difference between Related Search Results preview and the full Knowledge Article view which is OOTB.

When opening a Knowledge Article from Related Search Results (preview panel/pop-up) from Incident: which is OOTB

  • The article opens in a limited preview mode
  • “Helpful (Yes/No)” option is not visible
  • “Leave a comment” section is not available
  • Sruthi_2511_0-1777384574645.png

     


     

However, when I open the same article directly (full view): 

  • I can see Helpful (Yes/No)
  • I can see Leave a comment
  • Full feedback and interaction options are available

Sruthi_2511_1-1777384254106.png

 

Can you please suggest how can I achieve this

  • Either enable “Helpful (Yes/No)” and “Leave a comment” in the preview panel

    OR

  • Configure the system so that clicking a Knowledge Article from search results opens the full article directly instead of preview

 

Labels:
0 Helpfuls
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1 REPLY 1

Vishal Jaswal
Giga Sage

Wednesday

Hello @Sruthi_2511 - As far as I know it is not possible within the preview as ServiceNow hasn't provided any such feature, however you can always create HI Case to ServiceNow for the same. End users can make a right click on the KB Article, open link in new tab and then perform such actions.


Hope that helps!
0 Helpfuls