KnowledgeTools Report Card

[ANDRES MARQUEZ]

HI,

I'm trying to configure the Report Cart of KT, but when I access to this option always I get the following message: " Please run Report Card Calculation "

I configurated the "Automated Policies" and "Kwonledge Repord Card" some days ago,

 

What could be the problem?. Am I missing something to configure?

Regards.

[Karen Matoke]

Hi Andres,

I had not yet configured this in my 17.2.0.6 test environment. I confirmed that I received "Please run Report Card Calculation" when I clicked on View and then selected Knowledge Report Card, under Knowledge tab. 

I then configured it and set the initial calculation date and time to just 1 minute after the current time.  Afterwards, I again viewed the Knowledge Report Card and I received the expected results, as shown here:

Had you checked the logs in your environment for any errors?

Regards,
Karen

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Broadcom
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[ANDRES MARQUEZ]

HI,
I see. but then I don't understand why not can see mine. I found logs into stdlog than CA SDM was calculated the card report but I have this message always.
Regards.

[Karen Matoke]

Hi Andres,

Are you running 17.2?  Do you have a customized file named "op_kt_admin.cfg" present under $NX_ROOT\site\mods\www ?  If so, perhaps check the KT_SAVE_REPORT_CARD statement; out of the box, it should be "KT_SAVE_REPORT_CARD kt_admin_main MODIFY".  

Regards,

Karen

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Broadcom
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[ANDRES MARQUEZ]

HI,

I'm running  17.1.03 .
I haven't op_kt_admin.cfg file in $NX_ROOT\site\mods\www .

[Karen Matoke]

Does it occur in all environments, production as well as test? 

I see that there is a fix in this area, although description does not match, but if you raise a case, you may want to run tests with that fix applied, so environment should be at least 17.0.1.7 ( see DE51374 on this page: https://techdocs.broadcom.com/content/broadcom/techdocs/us/en/ca-enterprise-software/business-management/ca-service-management/17-1/Release-Notes/CA-Service-Management-17_1_0_7-Release-Notes/Fixed-Issues---17_1_0_7.html )

Regards,

Karen

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Broadcom
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[ANDRES MARQUEZ]

Hi,

I think that defect is not my problem. I looking for in Option Manager and I found this:

Do I need to have these options installed??

Regards.

[Karen Matoke]

Those options are not needed. I do not have them installed either.

Regards,

Karen

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kt_report_card_issue_status

Allow issue statistics to be calculated and displayed in the Reuse section of the Knowledge Report Card. The validity of the where clause is not checked.

Example: status='CL'

kt_report_card_request_status

Allow request statistics to be calculated and displayed in the Reuse section of the Knowledge Report Card. The validity of the where clause is not checked.

Example: status='CL'

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Broadcom
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[balasachin186]

Hi Karen,
If these options are not needed, could you pls clarify their usage? Also, I struggle to understand "Reuse" section of KRC. Is it the one where your document is shown in the screenshot you attached?

Thank you for your clarification,
Balaji.

[balasachin186]

Reason for my question - we have a user who reported that Solution Counts are not refreshed in the "Reuse" section. In our environment, we do not have the kt_report_card_request_status option installed. I presume this is needed for the statistics (like Hits, Vote Count, Solution Count, SSCount, FAQ Rating) to be refreshed in the "Reuse" section?

Thanks once again,
Balaji