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How to set up Knowledge Feedback and Knowledge Feedback Task - Support and Troubleshooting
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  • How to set up Knowledge Feedback and Knowledge Feedback Task
KB0712422

How to set up Knowledge Feedback and Knowledge Feedback Task


31526 Views Last updated : Sep 26, 2022 public Copy Permalink English (Original)
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KB Summary by Now Assist

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

  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 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

  1. Open the Knowledge Service Portal (kb) not the standard Service Portal (sp), eg: https://<instance-name>.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 add your comments, then click Submit.



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

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