is it necessary to have feedbacks and ratings for an outdated or retired KB?

[krishnaRedE]

Hello Friends,

is it necessary to have feedbacks and rating for an outdated or retired KB? is it possible to auto cancel or close them, what is best practice here.

Also i am looking for an effective review process, in the way that just not only reminding Authors through notifications when review time comes and to create a task for them, please suggest.

Thank you!

[JulietChicago]

For a review process, you can assign the feedback tasks. What we are tying to do is for articles that are approaching the valid to date, assign the ownership group a feedback task to review the article to republish/update/retire.

Not sure if this will help us but we will try it.

[Kim27]

I could see a scenario in which a user would use feedback to request that the date be updated or the article be republished. 

I've asked my SN dev team to look into automatically creating a task for articles that are 30 days out from their valid date. There is no traction yet, but if anyone else has automated that process, I'd love to hear how you did it. 

[Leri Andrews]

Previously we customized a solution using the feedback tasks to do exactly what you are suggesting.  It worked as well as the feedback tasks do - namely you end up with expired articles AND outstanding expiry tasks.  Your organisation might be different than mine though 🙂

Now we are OOTB entirely, I just have to harangue authors who ignore the expiry emails each month. 

[Kim27]

Hi Leri, I don't think we use the word "harangue" enough, and it's so true! The problem we face is that expired articles are this "thing" that is separate from other work. The theory is that by creating a task that can be seen along with other tasks being worked more visibility will be achieved by both the article owners and their supervisor.

Right now we have systems set up outside of ServiceNow to try and manage articles that are past their valid to date. One thing we have done that is somewhat successful is to create a PowerApp that helps us track the notifications sent to authors for expired articles. It's all manual right now, but once the data is added, an email is sent, and since the email doesn't come from ServiceNow it seems to get more traction.