Symptoms

I set the REUSE indicator to 1. I expected this indicator to control how many draft articles are needed for the system to automatically suggest checking and publishing it. But apparently it doesn't work that way.

Solution

1. Go to Settings > Manage Filters > Articles > All Articles Requiring Review
2. Change the parameter Applications (total) >= to the set REUSE goal.
3. Check that you (or the desired account) have the KCS Role set to Experienced or Editor.
4. Link the draft article to a ticket a number of times equal to or greater than the REUSE threshold value (Settings > Metrics Goals).
5. Wait 24 hours and check for email notifications and the article status change to Unreviewed in the filter All Articles Requiring Review.

Cause

The REUSE check happens once a day. This performs two actions: 1) The article changes to the 'Unreviewed' status 2) Email notifications are sent to agents with KCS roles (configurable in Settings > Employee Settings) Experienced and Editor. Articles can also be seen in filters, such as in All Articles Requiring Review. The only caveat is if you change the REUSE goal, the filter settings also need to be adjusted (Settings > Manage Filters > Articles > All Articles Requiring Review) in the displayed number of applications condition.