Solved Count Aging

Over time, the solved count of an unused answer will gradually decline or age.

If an answer has not been viewed for thirty days (the default setting), the solved count is automatically reduced. The solved count of unused answers also declines at a constant rate over time. Ultimately, if an answer has not been viewed for an extended period of time, the answer solved count can reach zero.

When you first create an answer, its rank in the knowledge base is low, thereby making it more difficult to access. Generally, you would not want aging to occur on new answers. By default, new answers will not be aged for thirty days. Your administrator can change the setting to specify an alternate aging period. Your administrator can also control the frequency and aggressiveness of aging on answers depending on your organization’s specific needs. Contact your administrator for more information about the Solved Count settings defined in your application.

When an answer solved count reaches zero, this usually means that the answer has not been viewed for a long time, and it is safe to assume that the information may be outdated or not useful. By default, these aged answers are automatically set to the Review status when their solved count reaches zero. This enables you to easily sort the outdated answers and update them. By default, the Review feature is disabled. Contact your administrator to enable this feature.

Now that you have thought about your processes for publishing answers and understand how the knowledge base grows and presents information, you need to know how to keep your knowledge base accurate and up-to-date.