KB helpfulness feedback notifications and management issue
Problem reported by Sébastien Riccio - 11/18/2020 at 10:06 PM
Hello ST,

We had setup an event to be notified when a feedback is added to our KB articles (i.e. for Not helpfulnes feedback reports) so we are aware what to improve.

However we have multiple articles that have such feedbacks and we never received a notification.

Here is the event we added:

and the related action

Are we doing it wrong ? Is there an issue with this event trigger ?

I've checked the logs and found no evidence of an attempt to send a mail after a KB article received a feedback.
That's the first problem. 

The second problem seems that there is no way, in the management interface, to list the KB articles ordered by feedbacks count or ordered by articles that recently received feedbacks.
The advanced search for example does not provide a filter like for example : "has feedback".

So basically we must browse every article and check the feedback tab ... not very helpful to handle helpfulness reviews.

Do you have some hint on how to achieve what we're trying to do ?

Thanks a lot
Sébastien Riccio
System & Network Admin

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