KB Articles Modified custom report showing large number of items modified by [Internal System]
Problem reported by Steven Chenery - January 7 at 9:53 PM
Resolved
Hi Team,

Previously, we were on version 13.0.6564 and the report looked as below:
As you can see, it contains a small number of articles that were all modified during the specified time period and have the names of valid users against them.

Since our upgrade to 14.1.6781 we have seen a change in the "KB Articles Modified" section of our weekly report.
Now, it looks like this:

We are currently on version 100.0.6911 of SmarterTrack Enterprise and experiencing the same issue.

We have found the following:
  • Not all KB articles listed were created in the time period specified (the report runs weekly and instead shows the recently created/modified articles, up to the preset row limit of 100).
  •  Setting the report to report on 10,000 items shows that all KB items are being modified by this user again and again (sweeps occur between 9:54 PM and 6:50 AM, every 25-120 minutes. ALL articles are hit in every sweep). This is based on the observed daily sweep pattern below.

12:15 AM
1:33 AM
2:01 AM
2:25 AM
2:42 AM 
3:15 AM 
3:44 AM 
4:34 AM
4:56 AM 
6:50 AM 
9:54 PM
10:19 PM
10:50 PM

Based on a random check, all 10 of the randomly selected KB articles were listed as modified during every sweep. To clarify, some process is causing every KB article to be modified every day at each of the times listed above. 

In the upgrade to 14.1, there was a change in how attachments were processed in that you could no longer upload them to the KB in general and reference them, but instead have to embed them specifically to a page. Was there some sort of attachment checker included with that release that would be searching through all articles? Is there some other process that would be doing this? Is this a known issue? 

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Andrew Barker Replied
Employee Post
Thank you for bringing this to our attention. We are currently working on a fix for this issue.

Andrew Barker
Software Developer
SmarterTools Inc.
(877) 357-6278
www.smartertools.com

0
Andrew Barker Replied
Employee Post Marked As Resolution
This issue was resolved in build 6948, released on January 10. Keep in mind that this fix only applies going forward, and existing history will be unaffected.

Andrew Barker
Software Developer
SmarterTools Inc.
(877) 357-6278
www.smartertools.com

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