---
title: Work on a feedback task
description: You can change the state of a task and resolve or reassign tasks generated by article feedback.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/servicenow-platform/knowledge-management/review-reassign-feedback-task.html
release: australia
product: Knowledge Management
classification: knowledge-management
topic_type: task
last_updated: "2026-03-12"
reading_time_minutes: 2
breadcrumb: [Using Knowledge Management, Knowledge Management, Manage content capabilities, Extend ServiceNow AI Platform capabilities]
---

# 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 **All** > **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:

<table id="table_bcn_c21_l2b"><thead><tr><th>

Feedback task form field

</th><th>

Information from article feedback form

</th></tr></thead><tbody><tr><td>

**Reason**

</td><td>

The selected reason for the feedback.

</td></tr><tr><td>

**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.

</td><td>

Text in the **Details** field.

</td></tr></tbody>
</table>4.  Work on the feedback task.

<table id="choicetable_s2y_yck_4db"><thead><tr><th align="left" id="d492162e162">

Change the feedback task state to

</th><th align="left" id="d492162e165">

If you want to

</th></tr></thead><tbody><tr><td id="d492162e171">

**Work in progress**

</td><td>

Start working on the feedback task. You can save the feedback task and edit the article or [create a new article](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/servicenow-platform/knowledge-management/create-knowledge-article.md) if the information in the existing article is irrelevant or obsolete.

</td></tr><tr><td id="d492162e190">

**Awaiting information**

</td><td>

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.

</td></tr><tr><td id="d492162e211">

**Resolved**

</td><td>

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
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.

</td></tr><tr><td id="d492162e250">

**Closed**

</td><td>

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** &gt; **Feedback Management** &gt; **My Closed Tasks**.

</td></tr></tbody>
</table>
**Parent Topic:**[Using Knowledge Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/servicenow-platform/knowledge-management/using-knowledge-management.md)