Knowledge Feedback Task generated when feedback user clicks "No Thanks" on feedback form

[ecagle]

Per ServiceNow, this is expected behavior:  With actionable feedback, when negative feedback is received (per applicable knowledge properties) and the user clicks "No thanks" on the feedback form (rather that "Submit), a KFT is generated.

Does this make sense to anyone?  Has anyone found a way around this?  What is the purpose of the "No thanks" button?

Reference:

Knowledge Feedback task is getting created even if we click anywhere on the pop up window. - Support...

Actionable Feedback Window has two buttons at the bottom – "Submit" and "No thanks". Feedback form a...

Idea Portal (closed idea): View Idea Page - ServiceNow Community

[Sam Goode · Accepted solution]

If you click the Helpful? - No button:

• A new record gets created in kb_feedback
• The feedback details form is displayed to try and capture more info

• If you complete the form:
• The Reason and Comments field on the kb_feedback form are populated
• If you don't complete the form:
• The feedback is still recorded in kb_feedback, but Reason will be None.

Once the kb_feedback record is created, if you have actionable feedback tasks enabled, a new task in kb_feedback_task may be created, depending on several properties.

In San Diego, a new KM property was added to only generate a feedback task when a reason is submitted. (glide.knowman.feedback.enable_explicit_feedback).

[ecagle]

Thanks for the additional information!  I would clarify that if you don't complete the form, the feedback is still recorded in kb_feedback, but Reason will be Other.

[luca_]

I had the same problem. I found the solution in a Business Rule.
Check the BR: "Knowledge Feedback Task Creation"
On the Advanced tab, the condition field is probably empty. By default it has the following value:

new KBFeedbackTask().canCreateFeedbackTask(current)