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!

[Sndeveloper Adm]

Hi,

How did you set this up ?do you have any workflow for this ? can you please explain ?

[Maura]

I'll be curious to hear the responses here. For us the submitters get an opportunity to accept the resolution but most don't so I manually close after a period of time. It feels like this could be more automated (like auto closing after a few days or an article is published). 

[Kristin J]

I don't have a KFT practice where I work, but I've seen it through getting responses from a KFT related to a ServiceNow article I commented on. Looking at Maura's comment, I feel like that's a classic user response...many (most) don't reply 😃  However the SN response to me was that my feedback was resolved and that I could accept the changes, or that if I didn't reply it would close in 14 days.

FWIW, as a customer I'm happy with an auto-close, if that action is clearly stated in my notification. As a manager, I'm happy supporting my team in keeping tickets current having given customers a reasonable time to respond.

[Johan van den H]

I think it would be more user friendly to handle knowledge feedback tasks in the same way other tasks and incidents are handled, by making them appear in the My Tickets list together with the other requests and incidents.

The current handling by sending a link through e-mail is old fashioned and discourages users to leave their valuable feedback.