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When this reported to ServiceNow support, they said that the article can't be unflagged because the article version is Outdated (b/c it was just updated in step #2 above).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

[Leri Andrews]

We ran into this OOTB behaviour for feedback tasks and had to modify it.  An article received feedback (or a flag) and a feedback task is created.  A member of the ownership group has to assign the feedback task to themselves to resolve it. We found that if they looked at the feedback task and thought 'Oh yes, I need to change that' and then changed it before resolving then they could not act on the task any more because it related to an old version of the article. We also ran into the problem where if the author was not in the ownership group they could not assign the task to themselves.

I'm afraid I do not know the technical way we resolved it but I suspect it involved some customization we will later regret.  I know though that telling an author that they cannot resolve their own feedback and that they must close a task saying what they have done to an article before they have done anything to the article was not going down very well !!!