Making "Comments" Field Mandatory Based on "Was Helpful" Widget Selection

[Massachusetts]

Hello ServiceNow Community,

I'm currently working on a customization in ServiceNow and facing a specific requirement. I need to make the "Comments" field mandatory only when a user selects "No" in the "Was Helpful" widget. This requirement should be applicable when accessing the article through both the "View Article" option and the /kb URL.

Additionally, I have the "Comments" field disabled by default, and I want it to be dynamically enabled and displayed only when the user clicks on the "No" button in the "Was Helpful" widget.

I've tried a few approaches, but I'm not getting the desired result. Has anyone successfully implemented a similar functionality or has insights on how to achieve this in ServiceNow?

Your guidance and suggestions would be highly appreciated!

Thank you,

I found that something similar is already working on Servicenow documentation

[Peter Bodelier]

Hi @Massachusetts 

To quote @Kieran Anson 

 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.

If you search the community, you may find some solutions (which partly work), but please push back to your stakeholders and educate them.