Create actionable feedback task when article is flagged/not helpful

[Rose17]

Hi All,

The requirement is- whenever article under specific knowledge bases, for eg- articles under Knowledge Base- IT, Service Desk, Hardware are flagged or marked as not helpful, actionable feedback task should be created under that article.

Feedback task should contain following information about the article as follows-

1. Description of task should contain- Article number, ownership group of article, additional comments(while flagging the article, the reason we provide).

2. Task should be assigned to- 'ABC' assignment group

3. Submitted by should be populate the name who flagged the article or marked the article as not helpful.

Currently, when article is flagged or marked as not helpful, no task is created.

Could someone help me to achieve this?

@Ankur Bawiskar Your help is highly appreciated.

Thanks in advance.

[Rose17]

@Ankur Bawiskar Could you please help on this?

[Musab Rasheed]

Hi Rose,

Please enable below two properties it will create at least task and on top of it , write before BR to make other adjustment. Mark my answer as correct or hit like based on impact.

https://yourinstance/sys_properties.do?sys_id=4945254453723300db47ddeeff7b122f&sysparm_record_target=sys_properties&sysparm_record_row=7&sysparm_record_rows=12&sysparm_record_list=nameCONTAINSfeedback%5EORDERBYname

https://yourinstance/sys_properties.do?sys_id=a7cc6dfa53730300cc376512a2dc34ac&sysparm_record_target=sys_properties&sysparm_record_row=8&sysparm_record_rows=12&sysparm_record_list=nameCONTAINSfeedback%5EORDERBYname

Also, this is how my form looks like and most of things is not needed to configured and best to let it be like OOB but in case of assignment group then write Assignment rule like below.

Task form screenshot

AAssignment rule screenshot.

[Musab Rasheed]

Hi,

if your query is solved, please mark my answer as correct and close the thread

Regards,

Musab