Reporting on flagged field in knowledge management

[mohammedunwala]

Hi All,

We have a requirement to report flagged article to service desk at the end of every business day. Another requirement is to check and send the email only if there are articles that were flagged that day.

Proposed solution:

I was thinking of creating a custom date field called "Flagged date" on the knowledge table and update that date to current whenever an article is flagged. Then create a scheduled report with conditions 'Article Flagged = True' and 'Flagged Date = today' and run that report every night so that the system sends the list of articles flagged (if any) on that day to service desk.

My question to you all developers is this the right solution for this type of requirement? or is there a better, easier solution?

Also, I am new to scripting so not sure how will i set the custom field to update when the article is flagged?

Any help would be greatly appreciated.

Thanks,

Mohammed

[mohammedunwala]

Hi Chuck,

Would the sys_created_on field on the kb_feedback table give me the specific date when the article was flagged? or will it give me a date when the article was updated (and that could be any updates made)?

Regards,

Mohammed

[Chuck Tomasi · Accepted solution]

This would give you the date the article was flagged. It creates a new entry when articles are flagged, rated, commented, etc.

No scripting needed. Schedule that and check the box that says "Don't send if empty" (or something like that). I think that meets your requirements.

[mohammedunwala]

Hi Chuck,

Thanks! fo you help. I think the checkbox is called 'Omit if no records' on the scheduled report. I will implement this and test to see if it meets our requirement or not.

Cheers,

Mohammed

[Dave Smith1]

Mohammed Dul Bakir Unwala wrote:

I was thinking of creating a custom date field called "Flagged date" on the knowledge table and update that date to current whenever an article is flagged. Then create a scheduled report with conditions 'Article Flagged = True' and 'Flagged Date = today' and run that report every night so that the system sends the list of articles flagged (if any) on that day to service desk.

My question to you all developers is this the right solution for this type of requirement? or is there a better, easier solution?

My first question would be: what is the purpose of this report? It sounds like you're letting the service desk know about any flagged articles by sending a summary at the end of the working day.

My approach would be to have a notification sent to the article author upon the article being flagged. They can then be guided to Knowledge > Articles > Flagged in which they're able to read the flagged comment and determine the appropriate response.

I don't know how your organisation is structured, but I don't see flagged articles as something for the attention of the Service Desk - it's not an incident nor request; to me, the two most appropriate stakeholders are either the article contributor (author) or the KB librarian who may decide if the author needs to become involved.

Either way, what you're after is perfectly achievable. But whilst you asked for suggestions about solutions, I'm questioning the actual problem first.