Hello everyone, did someone successfully configure Case Deflection Configuration for HR Cases deflection using KB articles?
First I've tried it on client's instance but was not successful to trigger any Deflection Metrics records. So I've started fresh on PDI, installed all the plugins and tried to trigger deflection metrics there - no luck yet.
I followed steps and tips from ITSM implementation that are written down within this article:
https://www.servicenow.com/community/itsm-articles/self-service-analytics-implementation-guide-for-i...
Did not really find anything similar for HR.
I'm not getting any errors while running this code and I'm making sure that conditions for creating Case Deflection are true (record created in kb_use table - viewed=true, case not created in given time period etc.).
var deflectionAnalyticsService = new sn_ssa_core.SSADeflectionAnalyticsService();
deflectionAnalyticsService.captureDeflectionAnalytics('be61963cc3111110daf3eeb0d840dd27', 'user');
