Does anyone use the Report Knowledge Gap option in the Service Operations Workspace?

[Johan van den H]

We are moving to Service Operations Workspace.
Along with many nice features is the option to report a knowledge gap from any incident.

However, the only result I get when I fillout the form is that a Knowledge Feedback Task is created.

This task does not show any relevant info except a link to the parent incident.

I checked on my PDI and it shows the same behaviour.

Does anyone use this function in its default form?

 OOTB it now needs a central knowledge manager to assign the Knowledge Feedback Task to the relevant SME/team.
It would be more useful if the Knowledge Feedback Task was to be assigned to the knowledge ownership group / team that is repsonsible for the Service Offering mentioned in de parent incident.

[Grant Rowh]

We are struggling with a similar issue. If an instance has multiple restricted knowledge bases and several unrelated teams creating INC's, what is the solution?

[andreababch]

We use Knowledge Gap feature and review all currently. It would seem like that would need to be a customization to look at a certain field and assign. Not all Knowledge bases use ownership groups or the same fields to determine routing.  Also, we are using Knowledge Gap to flag when Knowledge is not used properly in a ticket too, so most of ours actually go back to the ServiceDesk to follow-up why couldn't find it.

Are you all using it each time someone cannot find knowledge? That seems like it would generate a huge amount of tasks and interested to hear experience.