How do we track if an article was used to solve a specific INC ticket?

[k_ab]

As we roll out the knowledge base, we're trying to see how many times an article was used for the resolution of INC tickets. Is there any way to track this?

What are some other more interesting Knowledgebase trend stats that you guys are looking at right now?

[Chuck Tomasi]

There is a table called m2m_kb_task that can tell you how many times Knowledge has been applied to tasks (including incidents.)

That simply tells you that KBA was attached. I'm not sure you can actually tell if it helped resolve it or not unless you ask someone to check a box manually.

[robpickering]

Agree with Chuck.   You can assume that if an Incident was closed AND that incident had a KB attached, that the KB assisted with the resolution.   The more valuable metric we used at my former employer, AAA, was which articles assisted in AVOIDING an Incident all together.   These are the articles where the user clicks "this helped" or "helpful" when presented with a dynamic search BEFORE they have even submitted an Incident.   This is usually more valuable a measure of the effectiveness of a KB in my opinion.

To get the "this helped" clicks that avoided Incident creation you can search the "cxs_relevant_doc" table looking for displayed_on "table:incident" where source_doc is empty (this means they clicked "Helpful" on an article either in the KB or via the dynamic search).   You can also pull this same result where source_doc is actually the Incident number where the document was attached.   Take a look at that table to see your options.   You could then build a report for them.

There is also a "cxs_rel_doc_detail" table that includes the search terms, which could let you refine keywords on articles, but I think the above would be sufficient for your purposes.

-Rob

[SagarBhadke]

@robpickering @Chuck Tomasi  Here is mine follow up question, I wanna make report in HRSD, On the ESC, to make report on user satisfaction

1) By viewing which KB article, which HR case has been raised?

2) KB articles viewed but still HR case has been raised?

Please help me with this.

Thanks.

@k_ab