Top Knowledge Usage Report

[Bryan_R]

Hello, 

I'm trying to run a "Top 10" report that will show the most used (knowledge articles attached to incidents) per day in a list format with the daily use and a sum for the week to be run daily. 

I added a screenshot of our current method (based out of an Access database) that we are trying to replicate as closely as possible. Any suggestions to get this kind of report in ServiceNow. We are looking at Performance Analytics; however, it is not currently live in our instance. 

[Slava Savitsky]

I think this is doable without Performance Analytics. Creating a report with the following settings would get you very close to your goal:

Source type: Table

Table: Knowledge Applied to Tasks [m2m_kb_task]

Type: Pivot

Row: Knowledge article

Column: Created

Aggregation: Count

Conditions: (Created – on – Last 7 days) AND (Task.Task type – is – Incident)

The only problem is that "Created" is a Date/Time field and not just Date, which means every value will be represented by a separate column (unless two entries were created at the exact same second). You should, however, be able to overcome this obstacle by creating a function field in [m2m_kb_task] table and using dayofweek() function there to translate "Created" timestamps into days of the week.

[Bryan_R]

I appreciate your feedback. I am working with my team's developers on the function field piece.