Create incident button is showing on knowledge article before i check Helpful? as No

[RichardSaunders]

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?

[RichardSaunders · Accepted solution]

This is expected behavior in V3 Knowledge

Reply from ServiceNow...

We are placing this incident in Solution Proposed.

Issue Summary:

Knowledge System Property does not work"Show "Create Incident" link after a Knowledge article is rated not helpful."The Create Incident button always show even if the article hasn't been rated helpful or not. Steps1. Open a knowledge article

Solution Proposed:

The issue you reported is out of box functionality. As the UI has changed from V2 to V3 the expected behavior is to have a "create incident" button on header regardless of feedback provided.

If you need functionality same as V2. This would be a great candidate for an enhancement request. I can open up an enhancement request for you, however, it carries more weight when a customer opens the request. The reason is you have more detailed information on the use case and business case that the form asks. You can find out more about the enhancement request process and our methods for reviewing them at KB0547257.

You can see the Enhancement request by navigating to Self Service --> Enhancement Requests.

Please note that several factors contribute to the overall prioritization of an Enhancement Request and not all will necessarily become part of the product.

I am moving this incident to the solution proposed since I have provided the requested information. If you're satisfied with this information, please click "Accept Solution".

However, if you have any additional questions or concerns regarding this information, please do not hesitate to contact me.

[Andras Kisgyorg]

Thanks Richard for getting back to us with the support's answer.

As I see the Create Incident button can still be disabled by setting the Knowledge property Show "Create Incident" link after a Knowledge article is rated not helpful.

to No (disabled) , but this would hide the button as well as the Yes/No voting function altogether.

Andras

[adaml_johnson]

I'd actually agree it makes more sense like this. Just leaves it to the customer if they want to create an incident or not and is always clear where the button is located.

Perhaps making it an option but otherwise I'd vote for the way it is in V3.

[RichardSaunders]

I would also agree. My only gripe would be that the System Property Show "Create Incident" link after a Knowledge article is rated not helpful should indicate it only relates to v2 then i wouldn't have wasted any time troubleshooting.