Work on a feedback task

You can change the state of a task and resolve or reassign tasks generated by article feedback.

Before you begin

Role required: knowledge

About this task

• If no ownership group is assigned to the article, the feedback task is available to you as the author or reviser of the article.
• If an ownership group is assigned to the article, a feedback task is assigned to you as an ownership group manager. As a manager, you can reassign the task to another group member. All group members see the feedback task in All Open Tasks. As a group member, you can reassign the task to yourself to appear in My Assigned Tasks.

Procedure

1. Navigate to All > Knowledge > Feedback Management > My Assigned Tasks.
2. Select a feedback task.
3. Review the feedback given by the submitter.
   When a feedback task is generated, the information in the article feedback form is copied to the feedback task form as follows:

   Feedback task form field	Information from article feedback form
   Reason	The selected reason for the feedback.
   Description Note: If feedback is negative and the Details field is left blank, this field indicates whether the article was not helpful or rated poorly.	Text in the Details field.

4. To work on the feedback task:

   Change the feedback task state to	If you want to
   Work in progress	Start working on the feedback task. You can save the feedback task and edit the article or create a new article if the information in the existing article is irrelevant or obsolete.
   Awaiting information	Request clarification from the feedback submitter. In the Additional Comments field, enter information you need from the submitter and select Update. This triggers an email notification for the feedback task submitter. Use Work notes field, to track any work about the feedback task internally with the knowledge team.
   Resolved	Resolve the feedback task. In the Resolution Code field, select the code for resolving the article from the available options: Updated article Created article Updated search configuration No action Others In the Resolution notes field, enter the reason for the resolution and select Update. An email notification is sent to the feedback submitter. The email notification includes the portal URL for the article from where the feedback submitter can accept or reject the feedback.
   Closed	Close the feedback task without the submitter having to accept the feedback resolution. Note: If the submitter accepts the feedback resolution, the state for the feedback task is automatically set to Closed. You can view all closed feedback tasks in your queue by navigating to Knowledge > Feedback Management > My Closed Tasks.