Knowledge Gap / KFT records, update Status field / auto-close based certain conditions

[Tristan Elmore]

Hello,

I was wondering where within ServiceNow are the 'behaviors' of Knowledge Gaps set?

In particular, I'm wondering whether there is somewhere that auto-close criteria can be set-up for Knowledge Gaps, or even KFTs. I know that there are Assignment Rules for general Assignment Group routing, but I wasn't sure if there was something like that which could change ticket Status / update other fields based on certain conditions.

Our organization is currently on Quebec, but will be switching over to San Diego soon if there are any new features that might be available with that.

[Filipe Cruz · Accepted solution]

Hi @Tristan Elmore 
KFTs are stored in the kb_feedback_task. 
You can auto-close those tasks by multiple ways:

- Create a flow in flow designer that runs on those tasks and auto-close them after a couple of days;
- Create a scheduled job to pick all KFTs open more than X days ago and closed them.
- Create a BR when a new KFT is created in order to create an auto-closure event to be triggered in X days. That event will have a script action associated that will check if the KFT is still open: if so, close it.

Apart from this, I'm not sure if there is any additional mechanism to auto-close the KFT records.

Hope this helps!
If this answers your questions, you can mark my answer as a Correct Answer!

Thanks!

[Tristan Elmore]

Thanks so much!

In this case, it was a business rule (BR) that closed the KFT / Knowledge Gap 5 days after the parent Incident was closed. Instead of changing that business rule (BR), since it is Global and applies to all of our child records, we just put in an exception for KFTs on that BR.

[Filipe Cruz]

Hi Tristan!

Glad that you were able to surpass that issue!

Best Regards,

Filipe Cruz