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03-25-2022 06:33 PM
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:
Idea Portal (closed idea): View Idea Page - ServiceNow Community
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03-28-2022 01:21 AM
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).

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03-28-2022 01:21 AM
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).
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03-28-2022 07:30 AM
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.
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06-24-2024 01:39 AM
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)