Knowledge Feedback Task Auto populates Assigned to field from the author of article, how can I change it?

muhammad4 · ‎08-09-2022

I have enabled Actionable Feedback options to create a task if the knowledge article is marked unhelpful, or is given 3 stars or less. The Feedback task is automatically assigned to the author of the article, but I would like to have it be assigned to the knowledge manage of the Knowledge base, or a specific person.

How can I make this change? Where can I find the rule/script which sets the assigned to as the author?

Thank you!

Chaitanya Redd1 · ‎08-09-2022

Hi,

You may update the Script in the Knowledge Feedback Task Assignment rule to auto assign feedback tasks as per requirement. Navigate to "/sysrule_assignment.do?sys_id=18708c8567030300d358bb2d07415a64" and update the script.

Dictionary overrides are to restrict the list of available values for assigned to and assignment group when manually assigning the feedback task.

If my answers help. Please mark it as helpful.

Regards,

Chaitanya

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JV2 · ‎03-30-2023

It seems to be a glitch on the assignment rule. You see that the logic first assignment is to the article author. Then, with no ELSE following, there's a set of if/else conditions, with the last ELSE assigning the task to the article revised_by. It means that even if the task is initially assigned to the author, it's later re-assigned to the reviser.

It looks like an ELSE was intended to be in this rule, right after the first IF.

Kyle Brown · ‎04-03-2023

I don't think this is a glitch, I think it's an intended behaviour based on who is the most likely to be able to action the feedback.

Following the logic it will only be assigned to the revised_by if:

- It's an internal article (ln 4)

- KM Advanced is enabled (ln 6)

- The article has no assignment group (ln 7)

- The article has a populated revised by (ln 10)

If the revised by is the author, happy days, if it's not, this just means you're sending the feedback to the last person who made changes to the article, which should normally be a sensible option.