CA Service Management

Hello CA Communities

I am hoping someone might be able to help with a solution on how to manual rate or weigh an article.

For example, If I have 15 articles for the same "category" or "subject", and when I search I would like search results to bring my default (main page) to the top of the list. I would prefer to use a default page or FAQ's page and then link directly to the document.

Thank you

Hi Kelly,

Perhaps the following articles can be of assistance:

Is it possible to reset the User Votes rating on a - CA Knowledge 

What is FAQ rating and How to change the FAQ ratin - CA Knowledge 

You can actually run the following command to see the SQL we use when performing any operation in SDM:

pdm_logstat -f sqlclass.c MILESTONE

Then rate a document and you should see something similar to the line below written to your sdtlog:

(UPDATE SKELETONS SET HITS = ? , USER_SLV_CNT = ? , VOTE_COUNT = ? , AVG_RATING = ? , SD_ACCEPTED_HITS = ? , LAST_HIT_DATE = ? , LAST_VOTE_DATE = ? WHERE ID = ?) Input (<HITS:int>3|<USER_SLV_CNT:int>1|<VOTE_COUNT:int>1|<AVG_RATING:float>2|<SD_ACCEPTED_HITS:int>0|<LAST_HIT_DATE:int>1494963634|<LAST_VOTE_DATE:int>1494963688|<ID:int>400001)

So based on the above, the FAQ Rating is being calculated by HITS, USER_SLV_CNT, VOTE_COUNT, AVG_RATING, SD_ACCEPTED_HITS from the skeletons table.

You just have to play around with these fields to increase the FQA ratings to push your required documents into the TOP solutions.

Thanks,

Scott

Hello,

Will we need to modify these in a SQL query?

Yes you would need to depending on which articles you would like at the top of the list.

How frequently the document was accessed in the past ==> HITS

How helpful the document was to users ==> VOTE_COUNT, AVG_RATING

HITS, USER_SLV_CNT, VOTE_COUNT, AVG_RATING, SD_ACCEPTED_HITS are key fields that drive the FAQ rating.

It should also be possible to use the command pdm_extract SKELETONS > output.txt to pull the data out of the table; you can then modify output.txt as needed, and load it back in with the pdm_load command, if you'd prefer that route. Keep in mind, though, that pdm_load can get a little tricky, and it's only a step removed from directly poking at the database. I'd strongly recommend taking backups before doing any SQL updates or data loads, just in case something goes sideways.

And as a quick followup - the pdm_extract SKELETONS command is case-sensitive, at least in the table name portion. pdm_extract expects the name of the table in exactly the case it's utilized elsewhere in the product, and our Knowledge-related data is kept in the "SKELETONS" table, so it's necessary to have it in all-caps if you're doing an extract or load against that table.

If you decide to do it thru DBMS tools then after that you would need to run

pdm_cache_refresh -t SKELETONS

kwilcox2 

Do you have any additional questions regarding this topic?

If not, please mark one of the provided answers as Correct so that this thread can be closed.

Hello Paul,  Is there any way to do this through the GUI?  

kwilcox2 

I am not aware of any way to perform this via the CA SDM UI.

You would either have to use the pdm_extract/pdm_load or SQL query method.

If you wanted to to push up the documents rating via the GUI, you would need to find it and rate it a few times:

===

Kind Regards,

Brian