feedback task

[JulietChicago]

HI ,

We understand feedback tasks go to the knowledge ownership group. 

However we place the configuration item on the article. WE want the feedback tasks to go to the support group on the configuration item field.

Can this be done?

[AshishKM]

Hi @JulietChicago , 

Yes, this can be done.

You need to use dot walking for getting the assignment group for KFT task.

Please check the code which is creating that KFT record and add the group routing logic.

Found this information:

There is BR "Knowledge Feedback Task Creation" running on Knowledge Feedback [kb_feedback] table and creating the Knowledge Feedback Task.

This BR is using OOTB method "createFeedbackTask" which is defined in the OOTB script include KBFeedbackTaskSNC and this READ ONLY. 

Solution/Workaround :

Write another BR on Knowledge Feedback Task [kb_feedback_task] table on insert and read the associated KB's CI field ( its reference type ) and using dot walking reach till support group.

Write below code in BR

// here current the feedback task object which has assignment group

current.assignment_group= current.feedback.article.cmdb_ci.support_group

Please test this, let me know if any issue/or/error.

-Thanks,

AshishKM