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 

[shloke04]

Is this what you are looking for or something else? Also by default some of these module are already available to knowledge role users and some to Knowledge Managers.

Please review and let us know here.

Regards,

Shloke

[YesuJonnala]

We can see feedback task created all the way .

but when it comes to actionable feedback task we can able to create from SP,KNSP and Agent wrokspace but not from ITIL view(kb_view). From ITIL view we need to customize to create the actionable feedback task

[shloke04]

Hi,

ITIL User already have access to create Knowledge feedback task. OOB there are two ACL which check for create access on Knowledge Feedback Task as mentioned below:

https://instance.service-now.com/nav_to.do?uri=sys_security_acl.do?sys_id=669bf3270f663300f9b1cb6afa767e12

Replace "instance' with your instance name.

This ACL allows users with "itil" OR "sn_incident_write" role to create knowledge feedback task

https://instance.service-now.com/nav_to.do?uri=sys_security_acl.do?sys_id=ce1c940d67030300d358bb2d07415a48

Replace "instance' with your instance name.

This allows any user with "knowledge" role to create Knowledge Feedback task.

But when you Navigate to the table "kb_feedback_task" Knowledge Feedback task , ITIL users from Native View does not have an option to create new task as shown below:

To enable this for ITL users, navigate to below List control link this is where it is disabled:

https://instance.service-now.com/nav_to.do?uri=sys_ui_list_control.do?sys_id=2b0a409667f30300d358bb2d07415a3c

Replace "instance' with your instance name.

Simply uncheck the checkbox named as "Omit New Button" as shown below:

Result:

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

Regards,
Shloke

[Lesley W]

Flagging an article from the 'ITIL' knowledge view also creates a KFT.

Knowledge > Homepage > Open Article > Flag Article

[YesuJonnala]

Yeah This is happening because of Reason/comments mandatory 

and also my requirement is to comments mandatory when user action article is not helpful or giving low rating/stars