The create incident button is showing all the time even though Helpful? has not been checked as No.
This property is checked Show "Create Incident" link after a Knowledge article is rated not helpful.
Any ideas?
Hello Richard,
Yes, so the way I see is that the system property you referred to should be the key here.
glide.knowman.create_incident_link.display
Show "Create Incident" link after a Knowledge article is rated not helpful.
However, it seems this property does the above exact action upon "no" answer on kb_view_customer.do page,
where it controls whether to show or not show the Create incident link which looks like this:
This KB view page should be accessible in your instance at instancename.service-now.com/kb_view_customer.do?sysparm_article=KB00000123
In your example screenshot above the KB article is shown using the kb_view.do page and in this case,
it appears to show the Create Incident button regardless of article being helpful or not.
To answer your question, you can hide the Create incident button from the top bar by setting your referred property (glide.knowman.create_incident_link.display) as false, which property on that page should then hide the Yes/No feedback section as well together with the button.
Please let me know if this helped.
Best regards,
Andras
Strange, your image looks like an old UI or even knowledge v2?
I just checked my personal dev environment of Helsinki and it behaves and looks the same way. Clicking helpful has no affect of the Create incident button. I'm guessing this property must relate to legacy knowledge.
