The Knowledge feedback task which is a new feature in London is not working as expected.

[kurnic2]

The Knowledge feedback task which is a new feature in London is not working as expected.

We have enabled the plugin "Knowledge Management Advanced Installer" and update the system properties "Create actionable feedback task when an article is marked as not helpful" to Yes.

But a knowledge task is still not getting created when a knowledge is set as not helpful.

Any advise ?

[VaranAwesomenow]

I just tried this on my personal dev and it worked for me, below is the feedback task.

Steps performed. verified if below plugins exist (Knowledge Management Advanced plugin and Knowledge Management - Service Portal plugins)

2. I checked that the system property is not available so added it, glide.knowman.feedback.enable_actionable_feedback_for_helpful (screenshot below),  (optionally I added it to the category Knowledge View so that it appears on the knowledge Actionable Feedback Properties for future use.

3. Opened a published article, gave feedback as not helpful and below task got generated.

[Pav2]

Hi Anil,

How do we add glide.knowman.feedback.enable_actionable_feedback_for_helpful.

Iam not able to follow how you did this please .

[Arjun2]

You should do rate it on serviceportal.

This link is useful.

https://hi.service-now.com/kb_view.do?sys_kb_id=c45f8df4db682744b2102926ca96197e&sysparm_rank=5&sysp...

[Kim Tillano]

Upon further investigation, setting it in the Knowledge > Administration > Properties was sufficient as long as the plugins are active (which they were).  In other words, I had done it correctly.  There was no reason to go to Policy > System Properties to validate the settings.

The caveat is that the article can only be accessed and rated directly through the knowledge portal in order for the feedback task to be generated.  You can not access the knowledge through the service portal.  That makes the feature almost worthless in our environment.  I am sure there must be a reason, but I still can not understand why there are multiple views for the same content.  It should all be, look and behave exactly the same.  No need to over complicate things.