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?

[Bhuvan]

@lonesoac01 

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Thanks,

Bhuvan

[MackI]

HI @lonesoac01 

Based on the information provided, the automatic closure of Knowledge Gap (KFT) records when their related Incident (INC) records are closed is most likely due to a system property and an underlying synchronization mechanism for tasks associated with incidents.

Here's a breakdown of the probable cause:

Knowledge Feedback Task (KFT) Creation- You can create a Knowledge Feedback Task (KFT) record by selecting "Report Knowledge Gap" from an incident record. Once created, the KFT record can be viewed in the Knowledge Gaps related list on the Related records tab of the incident. This establishes a clear link between the incident and the KFT.
Synchronization of Incident Tasks on Incident Closure-- The sources indicate a synchronization mechanism for tasks related to an incident. Specifically, the com.snc.incident.incident_task.closure system property is responsible for defining actions taken on "incident tasks" based on the state of the incident.

When an incident is closed, this property dictates that any open incident task is set to Closed Incomplete.
When an incident is canceled, any open incident task is set to Closed Skipped.

KFTs as Incident-Related Tasks-Although the sources do not explicitly state that kb_feedback_task (the table for KFTs) is a child of the incident_task table or is directly referred to as an "incident task", it is a task record created in relation to an incident. Many other records, such as change requests and incident tasks, extend the generic Task table. It is highly probable that KFTs are treated as incident-related tasks within ServiceNow's system logic, and thus fall under the scope of the com.snc.incident.incident_task.closure property when the parent incident closes.
The "incident autoclose" Business Rule  that You mentioned deactivating a business rule named "incident autoclose". The sources refer to an "Autoclose Incidents" scheduled job that runs an Incident Autoclose business rule. This particular scheduled job and business rule are designed to auto-close incident records themselves based on their resolution or last updated date, and not necessarily the related tasks like KFTs directly. Therefore, deactivating this specific rule would prevent incidents from automatically closing, but once an incident does close (either manually or by other means), the separate mechanism governed by com.snc.incident.incident_task.closure would then trigger the closure of its associated tasks, including KFTs.
Recommendation: To investigate this further, you should check the status of the com.snc.incident.incident_task.closure system property in your ServiceNow instance. If this property is set to true (which is likely, given the observed behavior), it would cause related tasks, including KFTs, to close when the parent incident is closed.

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