Customer visible Feedback Task notes not getting to the customer - How is this supposed to work?

[Lori1]

We are keeping up on our feedback tasks in order to improve our overall knowledge catalog but are running into the challenge of not being able to reach customers through the form in "customer visible" notes area.  We check to see if the feedback submitter has an email and if so, we post our questions regarding the comment and how we can improve the article to the submitter but we noticed, they never get that communication... I can't find anything on how that should work. We had thought that an email would be generated to the submitter from the feedback task, but there is no trace of an email going out. If impersonating the submitter we do not see any communication going to them on the portal side either..... How is that Additional Comments "customer visible" field supposed to work?

[Renee12]

We actually did not want notifications to go out to the submitter in our case so we turned them off.  It was on by default.  I can't remember where exactly that setting was, but you may want to check and see if it email notifications are activated for knowledge feedback tasks.

[mauramcgrath]

We have this same issue, it seems odd that it would be Additional Comments and not act like Additional Comments on other records. It would be great to be able to communicate this way when then comment should have been a ticket or something along those lines.

[Lori1]

I actually looked at that, and could only find settings associated with article creation as being enabled in terms of the notifications. I will poke around a little more and see if I can find where those settings are!

[Lori1 · Accepted solution]

Found it! It's on the table.  kb_feedback_task (Name: KM Feedback Task: commented