Hello ServiceNow Community,
I am currently facing an issue regarding the value setting of the "Feedback Task Type" field.
[Background]
We are using the "Report Knowledge GAP" feature, and have confirmed that in our PDI (Personal Developer Instance), the "Feedback Task Type" field is automatically set to "Knowledge gap - manual." However, when we try the same operation in the customer's SBX (Sandbox) instance, the "Feedback Task Type" field is left blank.
[Issue]
Although we are performing the same record creation and information linkage in both PDI and the customer's SBX instance, only in the customer's SBX does the "Feedback Task Type" field remain empty.
I have heard that the value for this field is set by logic or a business rule different from the standard "Report Knowledge GAP" functionality, but I do not know the details.
[What I want to achieve]
I would like to know the specific logic for setting the value in the "Feedback Task Type" field, as well as the location of any related business rules or scripts (such as table names or script names). Any advice on possible reasons for the different behavior between PDI and the customer's SBX instance would also be greatly appreciated.
Thank you very much for your time and support.
