Deflection metrics for HR KB is not working as expectedIssue Deflection metrics for HR KB (HR Cases deflection using KB articles) is not populating on the Self Service Analytics Deflection Metrics table (ssa_deflection_metric).ReleasePlugin: HR Success Dashboard IndicatorsCauseRequired settings for the scheduled job 'HR KB Deflection Analytics for User' to run successfully is incompleteResolutionMake sure that below Restricted Caller Access records (RCA) are set to 'Allowed': Source: Script Include: ActivityUtilsSNCTarget Scope: Human Resources: Corehttps://{Instance}.service-now.com/nav_to.do?uri=sys_restricted_caller_access.do?sys_id=8fab6ad5c37dcad070770a359901314fSource: Script Include: SSADeflectionAnalyticsServiceSNCTarget Scope: Human Resources: Corehttps://{Instance}.service-now.com/nav_to.do?uri=sys_restricted_caller_access.do?sys_id=8112e109c371ced04f709d477a01315fSource: Script Include: DeflectionContextDAOTarget Scope: Human Resources: Corehttps://{Instance}.service-now.com/nav_to.do?uri=sys_restricted_caller_access.do?sys_id=9476455b47b686104fdcaf7b116d439Related LinksOther important points to consider: Make sure HR KB is not viewed through an impersonated user. As the code checks for the last time the user logged in, the HR KB has to be viewed by a logged in user. Make sure that after viewing the HR KB a record is populated in the 'kb_use' table. If necessary, for testing purposes, change the duration of the deflection calculation to a shorter period through searching for 'ssa_deflection_configuration_list.do' in the navigator, and editing the 'HR Cases deflection using KB articles' record. Make sure the duration of the configuration and scheduled job time is aligned.