If you are using 7.4 then there are some LANDesk recomended patches that you need to apply and one of these is to do with effectiveness on the web. These may have been applied in DEV but not prod??
If you are running 7.5, then you need to remove the trigger referred to in the above and do a couple of other small changes as part of the upgrade, again something that might have been done in DEV only?
We currently are using 7.3.1 and we want to roll this automatic article process into production for other analysts to use as well as users. But with the effectiveness not working this is pushing this behind a bit.
Any other ideas?
After contacting support it started to work correctly.