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 ?

[Marek Stepien]

Hi Michael,

The "Link Checker" is our tool written under "System Definitions > Scheduled Jobs". It is developed in-house.  It took quite a lot of effort to write it and tested it. Partially because the Glide functions do not have the HTTP HEAD request implemented, which is normally used to test an existence and accessibility of an URL. Instead we use the GET request to test the URLs, which produced a number of false positives in the beginning. The heart of the script is:

        var request = new GlideHTTPRequest(url);
        var response = request.get();

You asked if the script is sharable. I'm not the author of the script, then sorry, I cannot share it.

[Pooja47]

@Marek Stepien  - The new Knowledge tasks sound interesting!! If you could provide the SN documentation link for this, it would be really helpful. Thank you

[Marek Stepien]

Hi Pihu,

the Knowlege Task is our own application we built on top of ServiceNow functions such as Knowledge Feedback and Feedback Task.

Recently we expanded the function, so it generates tasks for translations. When we revise an article that is translated to other languages, a Knowledge task is created for each of translations and assigned to the translators. It informs the translators that the original article has been updated. 

We added also a new field "Revision note" to the knowledge articles (kb_knowledge table) that needs to be filled with every revision. That field is copied to the task created for translators, so they know what have changed. 

Thanks,
Marek

[Michael QCKM]

P.S.

It seems (and I've yet to thoroughly investigate) that the Agent Workspace Module (where ALL new KM development is being done by SN) has also enabled Knowledge Feedback Tasks for Feedback from internal [ITIL users in NativeUI].

Meaning:

• Today, end-user-employee on a Service Portal can provide negative Feedback on a Portal, which creates a Feedback Task.
• Now, a Service Desk Agent using Agent Workspace can provide 'Flag It' Feedback and it also creates a FB Task... 
• SO... it seems that ALL Negative Feedback goes to a FB Task = great - IF YOU use Agent Workspace... if not ???
• I'm still a proponent of all Feedback (positive or negative) going to one place for Authors to see/work, but we'll get there I suppose... baby steps.

[Marek Stepien]

Yes, SN takes mini tiny baby steps so far in this area.

We made considerable changes to that business rule Dion mentioning above ("Knowledge Feedback Task Creation" on the 'kb_feedback' table records), and also added a field 'submitter' to 'kb_feedback' table, so we know who submits the feedback.

Now the 'Advanced' script in "Knowledge Feedback Task Creation" looks as follows:

(function executeRule(current, previous /*null when async*/) {
    var feedback_obj = {};
    feedback_obj.feedback = current.sys_id;
    
    if (!current.u_submitter)
    {
        if (current.sys_created_by == "guest")
            current.u_submitter = "Guest";
        else {
            var user = new GlideRecord('sys_user');
            user.addQuery('sys_id', current.user);  
            user.addQuery('sys_class_name', 'sys_user');
            user.query();
            if (user.next())
                current.u_submitter = "Internal";
            else
                current.u_submitter = "Customer";
        }
        current.update();
    }
    else if (current.u_submitter == "Publisher" ) {
        feedback_obj.state = 6; //the task is set to 'Resolved'
        feedback_obj.resolution_code = "Comment";
        feedback_obj.close_notes = "Publisher comment";
    }
    else if (current.u_submitter == "Reviewer" ) {
        feedback_obj.state = 6; //the task is set to 'Resolved'
        feedback_obj.resolution_code = "Comment";
        feedback_obj.close_notes = "Reviewer comment";
    }
    if(current.comments)
        feedback_obj.description = current.comments;
    else if(current.useful == "no")
        feedback_obj.description = gs.getMessage("{0} was marked as not helpful",current.article.getDisplayValue());
    else
        feedback_obj.description = gs.getMessage("{0} was rated low",current.article.getDisplayValue());
    feedback_obj.opened_by = current.user; // This is ADDED
    new KBFeedbackTask().createFeedbackTask(feedback_obj);
})(current, previous);

If the Publisher or Reviewer writes a comment and approves the request, the task is created but it is set to "Resolved", so the information is sent to the author, but the author do not need to take any action on it.

We made also changes in other places to get the entire feedback system working for us.

PS. We do not use Agent Workspace yet.