Knowledge Feedback Task Resolution

[BobbieG]

Hi everyone! I am reaching out to see what your process is for Knowledge Feedback Tasks. In our platform, it doesn't look like the KFTs will close themselves out. Do you have the agents that are working the tasks, resolve and then close them out manually? Or do you have a workflow set up to close automatically after a certain amount of time? Any information surrounding this process would be great!

Thank you!

[Andrew64 · Accepted solution]

Hello Bobbie, we have automated the closer of the KFTs after the task has been resolved for two weeks. It's a generous time for users to look back and say the issue isn't resolved.

[Sndeveloper Adm]

Hi @Andrew64 ,

How was this automated ?Our requirement is to - 'not to close KFT ( but keep it open with Knowledge Managers )  even though the Incident is closed'. Can you please help us to enable this feature ?

[Nanditha Aitha]

Hi I am having the same requirement can you please let me know how you have achieved this?

[Joel DeLaTorre]

In the environment I work in... KFTs go to the ownership group of the article in question. Someone from that group can assign themselves the task and work on it. We have notifications enabled for when a KFT gets generated. We also have it where if the impacted version of an article becomes unpublished and then a new version published the KFT will auto close with a resolution code of Updated Article. This is how we have set up KFTs to work, but we still struggle with getting teams to action them and actually work them.