Make Comment field mandatory on kb_view(Portal view like) based on Helpful? Yes and No and also on low ratings

[raj99918]

Hi Team,

Make Comment field mandatory on kb_view(Portal view like) based on Helpful? Yes and No and also on low ratings for your reference am attaching the exact form

When user clicks on the Helpful? as No then Leave a comment should be mandatory and on low ratings as well.

Please help me in this case am trying for this solution from the last 14 days in the community but I didn't get anything anyone please look into this and help me out

[Kieran Anson]

Hi,

If you have knowledge feedback tasks enabled and the threshold hold set, you will receive a modal which provides a better user experiencing. Enforcing mandatory comments to users is poor user experience and will result in:

• No feedback being provided, users don't want to be forced to something extra when the feedback provides them no immediate value.
• Additional disgruntlement, they're already annoyed at finding a knowledge article that wasn't helpful, now you're wanting to probe them for additional information that is mandatory.

[raj99918]

Hi @Kieran Anson thanks for the reply but am not getting that feedback window when helpful is no even thought property "Create actionable feedback task when an article is marked as not helpful" (glide.knowman.feedback.enable_actionable_feedback_for_helpful) is set to yes. Can you please help me in this to get this window.

[Kieran Anson]

You need the Knowledge Management - Service Portal plugin to have the modal.

https://docs.servicenow.com/bundle/paris-servicenow-platform/page/product/knowledge-management/task/configure-act-know-feedback-properties.html

[raj99918]

Hi Already this plugin is installed in my instance and it’s active too but am not getting this feedback window