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Description


Often customers log incident claiming that when they provide a feedback on a knowledge article, a feedback record is created in the Knowledge Feedback table (kb_feedback) but a feedback task (kb_feedback_task) is not created

 

Procedure


Pre-requisites

1) These plugins need to be activated (com.snc.knowledge_advanced & com.snc.knowledge_serviceportal).

2) When the plugins are active, the following two properties need to be set.

 PropertyValue
Create actionable feedback task when an article is marked as not helpful. (glide.knowman.feedback.enable_actionable_feedback_for_helpful)Yes
Create actionable feedback task when an article is rated at or lower than this value. 0 or no value indicates that actionable feedback tasks are not enabled for Rating type feedback. (glide.knowman.feedback.enable_actionable_feedback_for_rating)                                         3

 Note: A value greater than 0 needs to be set for the Feedback Task to be created according to the documentation:

https://docs.servicenow.com/bundle/london-servicenow-platform/page/product/knowledge-management/task/configure-act-know-feedback-properties.html

 

Process

1) Open the Knowledge Service Portal (kb) not the standard Service Portal (sp), eg:

https://instancename.service-now.com/kb

2) Search and open a knowledge article

3) Scroll to the bottom of the page to see 'Rate this article', click on 2 stars.

4) A popup (Thank you for the feedback) should appear, pick a reason and comments, then click Submit. see screenshot

5) Verify the kb_feedback and kb_feeback_task tables and notice new records being created.

 

 

Addition Information


This feature is available in the London release

Article Information

Last Updated:2018-10-09 23:41:00
Published:2018-09-20