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Still getting feedback incidents after answer feedback was disabled
Answer ID 886   |   Last Review Date 12/31/2018

Why are we still getting feedback incidents?

Environment:

Answer and Site Feedback

Resolution:

It may be the feedback incidents you are receiving are from Site Feedback.

The default configuration of the end-user pages includes a feedback feature in two places:

  • Answer Feedback enabled as part of the answer rating section when viewing an answer.  Incidents that include Feedback for Answer ID X are submitted when a customer views an answer and answers the "Was this answer helpful?" with a value of No.

  • Site Feedback is enabled by default and displays on the Support Home page.


In the Customer Portal pages, by default, the answers detail page lets customers submit a Yes or No response to the "Was this answer helpful?" question. You can offer up to five options in the response to this question. If the customer answers No and provides information in the Your Feedback field, the question is converted automatically into an incident in the knowledge base.  (NOTE: These options may also be enabled on the mobile page set. For more information, refer to Answer ID 4055: Mobile pageset & widgets for Customer Portal.)

  • In the answers/detail.php file, the widget is called out:
     
    <rn:widget path="standard/feedback/AnswerFeedback" />  


To disable the feedback feature, edit the .php file to remove reference to the AnswerFeedback widget (and surrounding content such as labels and message bases).

If you have removed the AnswerFeedback widget and wish to re-enable it, you can access the default page configurations from the development/rightnow folders. For further information on resetting customer portal pages to their default, refer to Answer ID 4058: Resetting Customer Portal to default pages.

The Site Feedback feature display on the Support Home page in the sidebar elements (i.e. Contact Us area).  The standard.php file calls out the following widget in the Contact Us sidebar:

  • In the standard.php file, the widget is called out:

    <rn:widget path="feedback/SiteFeedback" />


For additional information on disabling this feature, refer to the 'Removing sidebar elements' in online documentation for the version your site is currently running.  To access Oracle Service Cloud manuals and documentation online, refer to the Documentation for Oracle Service Cloud Products.

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