Optimize Service Portal search history report

[lukasrudaitis]

Hello,

I have this report on sp_log table to analyze search queries which didn't return any results.

And there is a problem I have encountered. Basically whenever end user search something in SP, depending on how fast the user types it gives suggestions. And at the point when suggestion is shown, the search query is recorded.  So I am seeing entries like this:

So this way I get a lot of search queries to analyze and most of them are useless..  Any ideas how to make this report more friendly, or any other ideas how to analyze search queries to get insights for improvements?

[Jace Benson]

So I opened a HI Ticket about this back on Dec 04, of 2017. 

Pretty much, it's an issue, they made a PRB, PRB1246448, and closed it saying, "We'll track this enhancement as a Story instead of in this Problem."

So I'm not sure when/how I'll get updated but I'll share here what was shared with me;

"We should improve sp_log entries made by search typeahead.

When searching on the service portal, there are multiple entries to the 'sp_log' table. This leads to a data integrity issue when the table is reported on (for example, the OOB report "Service Portal Search Terms")."

I'd urge you to open a HI ticket to try to show that this is something you'd also like to see improved, however who knows when/if it will made better.  In the mean time, those records to me are pretty worthless as they get overwhelmed with records as your screenshot shows.

[lukasrudaitis]

Thanks for info, I raised hi ticket as well.

[lukasrudaitis]

The response from hi was that there is no ETA or status on your existing enhancement request. And I was advised to submit another enhancement request for their consideration.

[Michael QCKM]

I too will have my in-house team raise a ticket on HI.
I didn't see this thread before I posted my own at https://community.servicenow.com/community?id=community_question&sys_id=4336a3dcdb575340d58ea345ca96... where lukasrudaitis told me of this thread.

The Service Portal was introduced new to us when we rolled our previous KB content into ServiceNow, and we noted right away that we could get no useful analytics on Portal KB usage.  This was a terrible oversight on the part of SN and needs to be fixed.