Knowledge Base: Solution Usage Score Is Not Calculating Correctly (Doc ID 1478855.1)

Last updated on FEBRUARY 06, 2022

Applies to:

Symptoms

The Knowledge Base Solution Usage Score is not calculating correctly.
The concurrent program "Knowledge Management Calculate Solution Usage Score" updates the usage score in the cs_kb_sets_b table.
However, most values in CS_KB_SETS_B.USAGE_SCORE are not populated correctly.

The concurrent has been running daily with no errors.

When a Knowledge Base article is linked to a Service Request, you can choose from the standard screen either "Useful" or "Possibly Useful" "Not Useful".

1. If you link an article to a Service Request, and choose Outcome =  Useful: Usage Score = 0 (expected answer is  10)
2. If you link an article to a Service Request, and choose Outcome =  Possibly Useful: Usage Score = 1 (correct, no issue)

Expected Behavior:

CS_KB_SETS_B.USAGE_SCORE should be populated correctly.

The standard functionality is supposed to calculate it:
 
Usage Score = 10*LS + 1*L + 0.1*PF + 0.01*VS -  0.01*NF”
where LS, L, PF, VS, and NF are the usage type weights which can be found by using this sql:

SELECT lookup_code, meaning FROM cs_lookups WHERE lookup_Type = 'CS_KB_USAGE_TYPE_WEIGHT'

The standard values for this look up are as follows:

 LS (Linked to External Object & Solved) = 10
 PS (Linked to External Object and Possibly Solved the Issue) = 1
 PF (Positive Feedback) = 0.1
 VS (Viewed Solution)   = 0.01
 NF (Negative Feedback) = -0.1

Steps:

1. Create a Knowledge Base Solution (article)
2. Create a Service Request
3. In the Service Request form, link the article to the Service Request, and tag it as "Useful"
4. Run the "Knowledge Management Calculate Solution Usage Score"
5. select usage_score from cs_kb_sets_b where set_number = < Solution Number > => It is calculated as 0.

If in step #3, you tag it as "Possibly Useful" the get usage_score = 1, which is correct.

Changes

 None.

Cause

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