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Answers are being removed from our end-user pages
Answer ID 586   |   Last Review Date 10/10/2019

Why are public answers being removed from our end-user pages and set to a Review status?

Environment:

Answers, Configuration Settings
Oracle Service Cloud

Issue:

I have not set any answers to have a specific review date, yet I have noticed that some of our answers have been assigned to the Review status, even though no one has recently edited those answers. I have also noticed that sometimes public answers are reset to a Private status after they have been edited.

Resolution:

Answer Reassigned to Review Status

If the AR_AUTO_ENABLE  configuration setting is set to Yes, a public answer will be reassigned to the Review answer status when its score is reduced to zero due to inactivity. As a result, if this setting is enabled, answers may automatically get set to the Review status based on their solved count.

For more information on this feature, see Answer ID 778: Enabling Review On date field when editing answers.

To prevent answers from being set to Review, you can choose to disable this feature or superficially inflate the score for the answer after you re-publish it. To do this, go to the end-user pages and view the answer.  Then, click that the answer answered your question by 100%.  View the answer again and select that it answered your question by 100% again.  If you repeat this action 3-4 times, the score will be increased so that it is no longer 0. As a result, the answer will not get set to Review on the next run of the agedatabase utility, because the score is no longer 0.

If you choose to disable this feature and your site has multiple interfaces, if you disable the AR_AUTO_ENABLE setting for one interface, you must disable the setting for all interfaces in your site. If AR_AUTO_ENABLE is enabled on even one interface, it will affect all answers, regardless of which interface the answer is published to.

Path to setting(s): Select Configuration from the navigation area > Site Configuration > Configuration Settings > and search by Key.


Newly Published Answers:
When a new answer is published and the display position is Historical Usefulness, its score is initially zero. Newly published answers cannot be set to Review so long as the "New" icon is displayed next to it. This allows the new answer enough time to build up its score while it is listed as new. The ANS_NEW_INC_DURATION  configuration setting specifies the number of days after the answer is created (not necessarily from when it was published) that an answer will be flagged as new.


Changing Review Status to Public Status Type: 
I
f you would like answers to be assigned to Review but still be published to your site and visible to your site visitors, you can change the status type of the Review status to be public.

  1. From the Configuration > Application Appearance > Customizable Menus > expand System Menus > select Answer Statuses. 
  2. Change the status type and click Save & Close.

Setting a Review Date:
Answers may still get reassigned to the Review status if you have added and set the Review On date field within the answer workspace. If a date is set, and has passed, for an answer and TC_AR_DATE_ENABLE is enabled, answers will be set to Review.


Public Answers Getting Assigned to a Private Status

Agents without access to set answers to public can edit an answer.  However, because they do not have the ability to set answers to public, once saved, the answer status will change to private.  Someone with permissions to publish answers will need to re-set the status back to public.


For additional information, refer to the 'Answer Management' section in online documentation for the version your site is currently running. To access Oracle Service Cloud manuals and documentation online, refer to the Documentation for Oracle Service Cloud Products.

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