How are Knowledge Gap records being closed when the Incident Closes?

[lonesoac01]

Hello all,

    I am seeing an issue where Knowledge Gap records in the kb_feedback_task table are being closed out when the related INC record is Closed.  How is that happening?

[Ankur Bawiskar]

@lonesoac01 

Did you check any business rule or flow is doing that?

[lonesoac01]

I found the business rule named: "incident autoclose".  I deactivated it, but the Knowledge gap record was still made inactive.  The BR I found was on the Incident table.

As for Flows, I honestly have not looked just be cause I dread it.  As far as I know, there is no good way to search Flows.

[Pradeep Thipani]

Hi @lonesoac01 ,

There are two UI actions on workspace with Report Knowledge Gap name, have you verified those ?

Link for UI Actions:

https://<<YOUR_INSTANCE>>.service-now.com/sys_ui_action_list.do?sysparm_query=table%3Dincident%5Ename%3DReport%20Knowledge%20Gap&sysparm_first_row=1&sysparm_view=

Thanks,

Pradeep

[Bhuvan]

@lonesoac01 

Check for any custom Business Rule or Client Script or Flow setting kb_feedback_task record to closed when incident is closed. This is not the out of box behavior.

For example, below incident and knowledge gap record was created

When incident was resolved & later closed, knowledge feedback task record is still open

Enable debug, replicate the issue and check which script is setting the KB feedback task to closed and make it inactive or update  the logic.

If this helped to answer your query, please mark it helpful & accept the solution.

Thanks,

Bhuvan