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 ?

[Mohammed A Kha1]

we have the same issue. did anyone tried to connect the widget "Knowledge Article Helpful and Knowledge Article Comments" to service portal? to maintain consistency and re-use the widgets functionality from kb portal in Sp?

https://instance.service-now.com/sp

I am suspecting it will give a scope error.

[Dion3]

I've also been looking at the Actionable Feedback feature in Knowledge (London).

Provided you have installed the plugins, the following will allow Actionable Feedback Tasks to work from other locations.

Your Knowledge Feedback records will already be created even from feedback in Service Portal.

The Business Rule "Knowledge Feedback Task Creation" on the "table kb_feedback" requires a "Reason" field that is not empty.

This reason field is only populated from the KB portal via the "Thank you for the feedback" popup dialog "details" field.

Adjust the business rule with an added OR condition to include "Comments" being "not empty" or something similar.

Once done go and submit some feedback from the Service Portal on a Knowledge Article and your "Knowledge Feedback Task" will be created.

Hope this helps.

d.

[Mohammed A Kha1]

yes, that will create the feedback task from the service portal but if you want to collect feedback from knolwedge Self service then you need to setup another BR to get created plus their won't be any popup to choose the options like SP

https://dev283432.service-now.com/nav_to.do?uri=%2Fkb_view.do%3Fsys_kb_id%3De6462a54dbb6ffc0c8ce8fd339961936

[Kim Tillano]

Dion, I think this may have worked in my personal dev instance - we will need to set it up in our test environment.  Thanks for this!!

[Michael QCKM]

Did y'all figure out if/how to make these Tasks get created when ANY Feedback is given (not just Negative Feedback, and not only on the Service or Knowledge Portals?)

It would be easier if all Feedback created an ACTIONABLE Task that we could track, email, assign, and even auto-close if it's merely positive feedback with no comments - where there's nothing to be done.

As far as we are aware, these Tasks are only created with Negative Feedback provided via the Portal (Not Fulfiller views in NativeUI). Am I wrong?  Please tell.