Clear Knowledge Ratings & View Count From KB Articles

[ian_berridge]

Hi all!

We've recently ran a pretty thorough overhaul on the organization and composition of our KB database and there are a few legacy articles that still have ratings on them. I've written a business rule that works just fine if I want to set the value from 1-5, but I can't quite figure out how to have it clear the rating entirely. "0" just reads as a "1" in terms of display, but does show 0 when actually looking at the rating record. I've also made sure to delete all the rating records.

Similarly, we want to start fresh on views to track which articles are gaining the most traction. Deleting the view entries did not reset the actual number, and a business rule to set the View Count to 0 (which I believe should be a valid value), isn't functioning the way I expect it to. I would hazard a guess it's because the code on the back end for view count is incremental and overriding my number, but I'm honestly not sure.

Any assistance would be greatly appreciated.

Thanks!

Ian Berridge

[ServiceNowSteve]

Here's one way you can do it.

1. Choose your KB

      2. Go to it as an admin and click the record for that KB

      3. In the record go to form design and add the rating field

  4. While still in the Form designer, with the Rating field added click the options and uncheck read only.

5. Save the form then go back to the KB in admin view, the rating box should now be there and you should be able to delete the numerical value associated to it.

6. Follow the same steps for the view count.

[ian_berridge]

Thanks for the reply Steve! We actually ended up fixing the script over the weekend, but this is certainly a quick way to do a couple articles as needed.