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    Home Paris Now Platform Capabilities Now Platform capabilities Knowledge Management Automating feedback management to improve content Work on a feedback task

    Work on a feedback task

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    • Share this page

    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 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 toIf 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 click Update. This triggers an email notification for the feedback task submitter.

      Resolved Resolve the feedback task.

      In the Resolution Code field, select the code for resolving the article. In the Resolution notes field, enter the reason for the resolution and click 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.

    Tags:

    Feedback
    On this page

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    Release version
    Choose your release version

      Work on a feedback task

      • Save as PDF Selected topic Topic & subtopics All topics in contents
      • Unsubscribe Log in to subscribe to topics and get notified when content changes.
      • Share this page

      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 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 toIf 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 click Update. This triggers an email notification for the feedback task submitter.

        Resolved Resolve the feedback task.

        In the Resolution Code field, select the code for resolving the article. In the Resolution notes field, enter the reason for the resolution and click 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.

      Tags:

      Feedback

          Share this page

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