Knowledge article optimization not working as expected

[Deepika54]

Hi experts,

For knowledge article optimization, we see that the results are showing old dates. we have ran the 2 jobs called article optimization-now assist and scripted but still no results are coming. Can anyone please help where we are missing. Thanx in advance.

[MaryG]

Hi @Deepika54 
This sounds like a documented issue — worth checking KB3045479 ("Knowledge Center: Article Optimization does not show any data") on Now Support. The stale/missing results usually come down to the scheduled job running but not writing current results, for one of a few reasons:

1. Scheduled job query conditions
Confirm the job's query includes both your Knowledge Base filter and the OOB filters — specifically workflow_state!=retired^sys_class_name!=kb_knowledge_block. If the query conditions are off, the job runs but returns nothing to write.

2. Permissions of the user running the job
The user context executing the job needs write access to the target knowledge base(s). If it doesn't, the scan can complete without populating results.

3. Verify the results table directly
Check the kb_assist_scan_result table directly after running the job — that's where results land before surfacing on the Article Optimization dashboard. If the table is populating but the dashboard shows old dates, the issue is display/refresh; if the table itself isn't updating, it's the job query or permissions above.

I'd start by confirming the job query conditions and the executing user's KB write access, then re-run and check kb_assist_scan_result to confirm whether new records are being written.

[Deepika54]

[MaryG]

The empty kb_assist_scan_result table is the tell here. Not stale results, no results.

When a job runs clean but writes nothing, it's almost always that the user running the job doesn't have write access to the target Knowledge Base. The scan completes, silently writes nothing, and no error shows up. That's the exact scenario in KB3045479.

Two other things to check while you're in there:

• Your condition shows Class is Knowledge Base. The OOB filter should be workflow_state!=retired^sys_class_name!=kb_knowledge_block — excluding blocks, not filtering to a class. Worth confirming your current condition isn't quietly narrowing the set to nothing.
• Run it with Execute Now, then check kb_assist_scan_result right after. If it populates, the monthly cadence (day 22) was the reason you were seeing old dates. If it's still empty, it's the write access.

My money's on the KB write permission. Start there.