I need to Enable actionable knowledge feedback task from ITIL view

[YesuJonnala]

As per Documentation from SNow :https://docs.servicenow.com/bundle/quebec-servicenow-platform/page/product/knowledge-management/task/configure-act-know-feedback-properties.html

The actionable feedback feature is available in the Knowledge Management Service Portal and Agent Workspace. To use the actionable feedback feature in other service portals, you can activate the Knowledge Article View page route map

we are looking for actionable feedback feature from ITIL view of article 

now we can able to see actionable feedback from Knowledge Management Service Portal,Agent Workspace and self service portal but not from ITIL view 

[Miguel Donayre]

Hello,

What do you mean by ITIL View?

The actionable knowledge feedback task feature is only for Portal and Agent Workspace. It was not designed for the Backend record view. 

[YesuJonnala]

Thanks for the response ..

we are looking to customize same task from ITIL view(attached) too.. 

[Eric G]

We would like to have the ability to leave ACTIONABLE Feedback tasks from the ITIL UI for knowledge articles.  Reason:  a very high percentage of users of our knowledge articles are the IT technicians working incident tickets.  Thus, they have the ITIL role and are accessing the knowledge articles in this UI. 

IF they would like to leave feedback on an article...there is no way to do it while in the INC record (another major issues) and if they take the time pull up the KB via a search while in the ITIL UI, they shouldnt have to navigate outside of the incident record much less to another portal to search for the same article to then leave feedback.  This a horrible experience for all.    Thus, the need to make it possible for the IT specialists using the knowledge article while on a call,  to leave actionable feedback  -so that article can be addressed if needed.

[shloke04]

Hi,

This is there by default. Did you had a look at the module "Feedback Management" under which all these tasks gets recorded as shown below.

Please check and you can add itil role to these modules to enable it for them. Also you need to consider checking the ACL as well if itil users are getting access to it or not.

Hope this helps. Please mark the answer as correct/helpful based on impact.

Regards,
Shloke