Issue
For the latest information on this topic, see Verify the creation of a knowledge feedback task.
It may happen that when a user provides 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.
Pre-requisites
- These plugins need to be activated:
- com.snc.knowledge_advanced
- com.snc.knowledge_serviceportal
- When the plugins are active, the following two properties need to be set.
Property | Value |
Create an actionable feedback task when an article is marked as not helpful. (glide.knowman.feedback.enable_actionable_feedback_for_helpful) | Yes |
Create an 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: Enable actionable knowledge feedback
Process
- Open the Knowledge Service Portal (kb) not the standard Service Portal (sp), eg: https://<instance-name>.service-now.com/kb
- Search and open a knowledge article
- Scroll to the bottom of the page to see 'Rate this article', click on 2 stars.
- A popup, Thank you for the feedback, should appear.
- Pick a reason and add your comments, then click Submit.
- Pick a reason and add your comments, then click Submit.
- Verify the kb_feedback and kb_feedback_task tables and notice new records being created.