Not sure if this is a BUG or an ENHANCEMENT, however, I am noting as I entered about 30 KB articles, that almost EVERY article matches tickets in the system. Relevance rating is very low on some, however, some of the matches are quite funny. At least to me, but probably not to my customers who would be says, "What the heck...!"
I really think there needs to be the ability to set a minimum score, especially, if matching KB articles are returned when a ticket is generated. Otherwise, there are a lot of KBs returned that have NOTHING to do with the issue.
Kevin S. Anderson, President
Superlative Solutions, Inc.
www.ssiwt.com