Notification on knowledge feedback placed

[Pav2]

Hi i need to be able to create a incident when a feedback is placed on a Knowledge article and that to be assigned to a person

[Uncle Rob]

1)  "assigned to a person".  Who?  How would we know how to determine that for you?

2)  What have you tried so far?

[Pav2]

Hi Robert,

Thank you for your response.

I am wanting to create an request when a question is placed on the knowledge article.And the request to be assigned to the knowledge owner,If this makes sense.

I have seen the notification on Knowledge feedback and feedback tasks but wondering if creating a request is possible??

[robpickering]

While this is certainly possible, it's a lot of custom coding to get it to work, which could lead to issues when you upgrade.  If this is really the path you want to take, let us know and we'll get you going in the right direction.

At a high level:

1) You'd have a Business Rule watching the Knowledge Feedback table (kb_feedback) for inserts.

2) Upon insert of a record, you'd then create a REQ, RITM, TASK, whatever, copying the relevant information to the new record

3) You'd also look at the author and then assign the TASK record to them for remediation

Just want to re-inforce, all of this is handled automatically OOB with Knowledge Feedback Tasks...the only item you might want to customize is a Notification for when a Knowledge Feedback Task is created on a KB to the Author.

-Rob

[robpickering]

As of London, there is already a "Actionable Knowledge Task" that can be created directly from Feedback.  No need to create an Incident (also for ITIL purists it's not an interruption in service, so you really shouldn't be creating Incidents).

Here is ServiceNow's documentation on it:

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

Here is a Community article about getting this working:

https://community.servicenow.com/community?id=community_question&sys_id=07799878dba827888e7c2926ca96...

-Rob