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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:
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.)
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:
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 B2C Service manuals and documentation online, refer to the Documentation for Oracle B2C Service Products.