---
sourceDocument: Australia ServiceNow AI Platform Capabilities
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/de-DE/servicenow-platform

 Release :

    - australia

ft:locale :

    - de-DE

ft:publication_title :

    - Australia ServiceNow AI Platform Capabilities

ft:clusterId :

    - platcap

bundleId :

    - platcap

workflow :

    - Platform


---

# Work on a feedback task

# Work on a feedback task {#ariaid-title1}

* Freigeben Version: Australia
* 
* Aktualisiert 12. März 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 Minuten Lesedauer

You can change the state of a task and resolve or reassign tasks generated by article feedback.

## Vorbereitungen

Role required: knowledge

## Warum und wann dieser Vorgang ausgeführt wird

* 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.
{#review-reassign-feedback-task__ul_wvn_gtr_3fb}

## Prozedur

1. Navigate to AllKnowledgeFeedback ManagementMy 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:{#review-reassign-feedback-task__table_bcn_c21_l2b__entry__2}

   | Feedback task form field | Information from article feedback form |
   |:-|:-|
   | Reason | The selected reason for the feedback. |
   | Description Hinweis: 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. |
   [ ]

   {#review-reassign-feedback-task__table_bcn_c21_l2b}
4. Work on the feedback task.

   | Change the feedback task state to | If 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](https://servicenow-prod.fluidtopics.net/qtjyuYCGYgTlyiJwJy_zyQ "Knowledge contributors can create and edit knowledge articles within a knowledge base to share information across your organization.") 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 select Update. This triggers an email notification for the feedback task submitter. Use Work notes field, to track any work about the feedback task internally with the knowledge team. |
   | Resolved | Resolve the feedback task. In the Resolution Code field, select the code for resolving the article from the available options: * Updated article * Created article * Updated search configuration * No action * Others {#review-reassign-feedback-task__ul_rkp_4t2_zdc}In the Resolution notes field, enter the reason for the resolution and select 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. Hinweis: 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 KnowledgeFeedback ManagementMy Closed Tasks. |
   |-|-|

   {#review-reassign-feedback-task__choicetable_s2y_yck_4db}