Report Knowledge Gaps from incident and auto-assign?

andreahart
Tera Contributor

‎07-28-2023 09:26 AM

When a knowledge gap is reported from an incident, a knowledge feedback task (KFT) is generated. The KFT is generated, but there is no assignee/author. Is there a way to auto-assign the KFT to the assignee or assignment group of the incident?

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Kim27
Tera Guru

‎07-31-2023 07:51 AM

Hi, are you using knowledge demand insights? You can create assignment rules based on conditions you specify. 

  1. Navigate to All > Knowledge Demand Insights > Knowledge Gap Assignment.
  2. In the Assignment Rules list, click New.
  3. On the Assignment rule form, fill in the fields.
     

The "Applies to tab" is where you are able to set conditions. 

https://docs.servicenow.com/en-US/bundle/utah-servicenow-platform/page/product/knowledge-management/...

Jenna
Tera Expert

‎09-19-2023 02:06 PM

I have this same question. Is there a script that can auto-assign the KFT to the user that opens it? 

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