Is there a standard way to measure time to approve/ publish knoweldge articles

[Maura]

We want to report on how long it takes to get an article published after it has been submitted for review. I have been doing this with a manual method, but wondered if there is a standard way to calculate that information using ServiceNow. We currently have a couple stages of our approval (first managers, then knowledge management group). 

Thanks,

[Harshit Jamwal1]

Hi Maura,

You can achieve this by writing a server side script.

If you have a created or Request at time stamp on the approval records.

Create one field for Calculated Time

Run when the stage gets changed to published and after insert or update.

In the script get the date time stamp value of Requested at or created and subtract it with the current time and the assign the diff to a newly created field.

I hope the above explanation helps.

Regards,

Harshit

Please mark the question as right if this helps.

[Leri Andrews · Accepted solution]

Have you checked the OOTB Knowledge dashboard?

[Maura]

Yes, I just found that. Although we've found OOB isn't always measuring how we think it should be so it would be helpful to figure out what calculations are happening.