Does anyone uses an Out Of The Box knowledge feedback task implementation?
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10-09-2023 07:30 AM - last edited Tuesday
We are using knowledge feedback and knowledge feedback tasks (setup like it is explained here: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0712422).
However it is not clear what should happen (OOTB) once a feedback task has led to a new version of an knowledge article.
The ServiceNow documentation states:
| Resolve the feedback task In the Resolution Code field, select the code for resolving the article. In the Resolution notes field, enter the reason for the resolution and click Update. An email notification is sent to the feedback submitter. The email notification includes the portal URL for the article from where the feedback submitter can accept or reject the feedback. |
However, on my PDI I seem to miss the notification flow which informs the feedback submitter that a new (version of a) knowledge article is ready to be accepted or rejected.
Does anyone use this OOTB flow?
And if not, how do you inform the feedback submitter that he/her feedback has been processed?
In the OOTB flow the feedback submitter also does not get a confirmation notification mail that his/her feedback has been received and will be processed.
The contact with the submitter is only through notification mails as the feedback task is not shown among the regular requests on the portal.
Should this valuable feedback not be treated like other requests to make the handling more transparant for both the submitter and the handler?
