Duration of a knowledge article from Last updated to present day In Service Now Reports

[Manikanta Kota]

I want to Show the Duration of a knowledge article from Last updated to present day In Service Now Reports or Using Performance analytics. 

Regards, 

Manikanta. Kota

[Sai Krishna6147 · Accepted solution]

Hi @Manikanta Kota 

Using Performance Analytics:
1. Enable PA on the Knowledge Table:

• If PA is not already enabled for the Knowledge [kb_knowledge] table, you’ll need to create indicators for tracking the sys_updated_on date.

2.Create an Indicator for Last Updated Duration:

• Navigate to Performance Analytics > Indicators > Automated Indicators.
  Create a new indicator that tracks the time since the last update of a knowledge article.
  Set the Condition to include knowledge articles of interest and ensure that sys_updated_on is tracked.

3.Create a Formula Indicator (for the duration):

• Go to Performance Analytics > Indicators > Formula Indicators.
• Create a formula that calculates the difference between the current date and the sys_updated_on field.

javascript

javascript: gs.daysAgo(indicator.sys_updated_on)

• Use this formula indicator in dashboards and scorecards to show the duration.

4.Create Dashboards or Widgets:

• You can now create PA dashboards or widgets to visualize the time duration for each article or group of articles. Use a trend chart, scorecard, or other visualizations to show the duration since the last update.

Tips:

• If you want a more dynamic measure, you can also create a real-time calculated field in the database for more precise reporting.
• You can further refine the filters or breakdowns to display specific knowledge article categories, groups, or statuses.

[Sai Krishna6147 · Accepted solution]

Hi @Manikanta Kota 

Using Performance Analytics:
1. Enable PA on the Knowledge Table:

• If PA is not already enabled for the Knowledge [kb_knowledge] table, you’ll need to create indicators for tracking the sys_updated_on date.

2.Create an Indicator for Last Updated Duration:

• Navigate to Performance Analytics > Indicators > Automated Indicators.
  Create a new indicator that tracks the time since the last update of a knowledge article.
  Set the Condition to include knowledge articles of interest and ensure that sys_updated_on is tracked.

3.Create a Formula Indicator (for the duration):

• Go to Performance Analytics > Indicators > Formula Indicators.
• Create a formula that calculates the difference between the current date and the sys_updated_on field.

javascript

javascript: gs.daysAgo(indicator.sys_updated_on)

• Use this formula indicator in dashboards and scorecards to show the duration.

4.Create Dashboards or Widgets:

• You can now create PA dashboards or widgets to visualize the time duration for each article or group of articles. Use a trend chart, scorecard, or other visualizations to show the duration since the last update.

Tips:

• If you want a more dynamic measure, you can also create a real-time calculated field in the database for more precise reporting.
• You can further refine the filters or breakdowns to display specific knowledge article categories, groups, or statuses.

[Anantha27 · Accepted solution]

Hi @Manikanta Kota 

You can use the filter navigation on which how many days or months you need to adjust from the conditions and if you run the conditions then you may get the result.

Thank you

[thullurishalini]

Hi @Manikanta Kota 

To show the duration of a knowledge article from the last updated date to the present day in ServiceNow, you can use either Reports or Performance Analytics. Here’s a summary of how to do it:

Using Reports:

1. Create a New Report: Navigate to Reports > Create New.
2. Select Table: Choose the Knowledge table.
3. Add Conditions: Set conditions to filter the articles you want to include.
4. Add Calculated Field: Create a calculated field to determine the duration from the last updated date to the current date.
5. Configure Visualization: Choose a suitable visualization (e.g., bar chart, list) to display the duration.

Using Performance Analytics:

1. Activate Performance Analytics: Ensure Performance Analytics is activated and configured.
2. Create Indicator: Define an indicator to measure the duration from the last updated date to the present day.
3. Set Up Data Collection: Schedule data collection jobs to gather the necessary data.
4. Create Dashboard: Build a dashboard to visualize the indicator and track the duration over time.

Thanks & regards
Shalini.