Actionable Feedback Details are not required or mandatory - Support and Troubleshooting

Actionable Feedback Details are not required or mandatory Issue User is able to click Submit without providing Details on Actionable Feedback. In the kb portal, after selecting No for 'Helpful?' on an article, the Details for actionable feedback are not required or mandatory. This results in the kb_feedback_task record having a description like "KBXXXXXXX was marked as not helpful". This may not be descriptive enough for the assignee to take action on.

Steps to Reproduce: 1. Activate Knowledge Management Service Portal Plugin 2. Set glide.knowman.feedback.enable_actionable_feedback_for_helpful to true 3. Go to the kb portal 4. View an article 5. Select No for 'Helpful?' 6. In 'Thank you for the feedback' popup, select 'Other' 7. Leave Details empty/blank 8. Click 'Submit' 9. Observe that a record is created in kb_feedback_task table. User should not have been allowed to click Submit without providing Details after selecting 'Other'

Cause Users are allowed to submit actionable feedback without providing any details. This is OOB behavior and is working as expected.

Resolution The workaround is as follows:

- Clone the Knowledge Article Content widget and make the following changes in it's client-script:

- In line 251, change ' c.data.reason="4" ' to ' c.data.reason="" '. if(!c.submitted){ c.data.reason = ""; c.data.details =""; }

- In line 298, change ' if(!c.data.reason) ' to ' if(!c.data.details) '. c.submitFeedbackTask = function(){ if(!c.data.details){ c.flagMessage = "${Please provide the mandatory details}"; $("#detailsComment").focus(); return false; } else{ c.submitted = true; c.closePopup(); } } If the customer wants the comment details to be mandatory only when the reason is "Other", do the following change: - In line 298, change ' if(!c.data.reason) ' to ' if(c.data.reason=="4" && !c.data.details) '. c.submitFeedbackTask = function(){ if(c.data.reason=="4" && !c.data.details){ c.flagMessage = "${Please provide the mandatory details}"; $("#detailsComment").focus(); return false; } else{ c.submitted = true; c.closePopup(); } }