Issue with unflagging an article (resolving a flag)

[ecagle]

Good morning!

I have a scenario regarding unflagging (resolving a flag) an article:

1. User flags an article.
2. Author updates the article to resolve the flag.
3. Author tries to unflag the article, but the flag cannot be removed.

When this reported to ServiceNow support, they said that the article can't be unflagged because the article version is Outdated (b/c it was just updated in step #2 above).

Is that really how it should work?  It seems you should be able to unflag (resolve a flag) at any time.

Thanks,

Erika

[Lesley W]

Our flags create Knowledge Feedback Tasks which can be closed out. Perhaps look into KFTs?

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

https://docs.servicenow.com/bundle/quebec-servicenow-platform/page/product/knowledge-management/reference/r_KnowledgeProperties.html#act-knowledge-feedback-properties

[ecagle]

Thanks!  We are implementing actionable feedback this week and plan on disabling flagging except for Knowledge owners/managers.  We have decided to not create a KFT when flagging since the KFT would need to be resolved/closed along with unflagging the article (2 actions to fully resolve/close instead of just one).  If you don't unflag, then wouldn't the list of flagged articles keep growing over time?

[Lesley W]

We don't follow the list of flagged articles - just the KFTs 🙂

ie. 'My Assigned Tasks' and 'All Open Tasks' under Knowledge Application

[Keryn]

We are able to unflag a previous version of a KBA that got flagged, and we do it as part of our process each time we resolve a KFT ticket. However, I haven't seen where the KBA author was able to flag and then unflag a KBA.  For us, it is always someone else who flags the KBA, and then the KM team members can go and unflag it.