How can i pull a report showing how many times a knowledge article has been rated?

Andrei4 · ‎06-10-2019

Hello ServiceNow experts,

I`m trying to figure out how many times a knowledge article posted in a customer facing knowledge base has been rated. While i do see the number of views and the actual rating, it`s of no use for me unless i find out how many people rated that article and even when it was last rated.

Any ideas? It would like to have this on the knowledge management dashboard so it would need to be refreshing itself on a regular basis.

Waleska · ‎06-10-2019

You could make a report off the kb_feedback table and set the condition to be "Rating is not empty". You can then choose however you want to view it but you can use a list view and group by Article number or you can create a bar chart etc, whatever you want for the data you want to see.

Let me know if you have any questions!

View solution in original post

Waleska · ‎06-11-2019

Correct. And if you click on Choose Columns in the configure section, add the Rating column and you can see what ratings were given.

Andrei4 · ‎06-11-2019

Thanks i appreciate the help!

Ellie2 · ‎07-22-2019

I have an issue relating to this in that I have a report with condition Rating Not empty and when I check randomly the articles that have a 1 or 2 rating in my report list for example I find that some articles don't have the rating feedback attached to the article. I am puzzled where this information obtained from. There seems to be some bug with this.

If you have come across this also or have any idea please share 🙂

Nearly forgot I also looked for the articles in the tbl: kb_feedback and cannot find the articles there either.