How to get running total of number of Knowledge Articles?

NameHere · ‎10-13-2016

In our old system we were able to use Tableau to help us do some analytics. One report that I'm trying to recreate now that we have our new system (ServiceNow) is a running total of number of Knowledge Articles. For reference, here's what it looked like in Tableau before...

I've tried to use ServiceNow's Report module to create this same type of graph but am unable. The below shows my attempt...

So really the above graph would then just show how many Knowledge Articles we made each month, not a running total.

I even tried an Aggregation by Sum instead of Count - but the problem with Aggregation by Sum is that it only allows for 4 fields (Rating, Updates, Use Count, View Count) to Sum on, not the total number of Knowledge Articles.

Is there a way to do this in ServiceNow? We have the Express version now but will be upgrading this week to Enterprise.

Thanks for all your help community!!!

mrswann · ‎10-13-2016

I think and you will need to check with your Account rep that you can have some free version of PA which is limited to Incident content pack without any adjustments to dashboards, collectors, indicators, etc..

The premium is unlimited and you get content packs galore, plus you can modify and build your own

The difference (to just normal Reporting) would be , it will run a job over a period of time and take some predefined date parameters - so for Knowledge you may want to know created or you may want to know published...

as an example it may want to check [ Published <= Today, and retired is empty or > today ] which means at that point in time it was published, and that will create an aggregation value (count) for that date

It will then continue to generate and record that value - against which you can form a time series visualisation and track that

View solution in original post

ryan_fraser · ‎12-06-2016

Hi Jon,

This report will definitely require the use of Analytics, if you'd like to be able to see the history/trend of KB articles that are 'active'.

From looking at the screenshot you provided, it looks like the reporting filter is based on 'created = today' within Performance Analytics. In order to capture a running trend of KB articles that are 'active' (instead of active=true && created=today), you will want to use a different Indicator Source, and then indicators based on that new Indicator Source.

GOOD NEWS! As of Helsinki, there have been a HUGE number of content packs added to Performance Analytics (see full list here: Available Performance Analytics content packs), including Knowledge Management!

NameHere · ‎12-13-2016

Thanks for the help!!!

We were able to get the premium version of Performance Analytics activated in our Stage environment. It works and we can create custom dashboards, indicators, etc. Also, it looks like they auto turned on the content pack for Knowledge. See below screenshot:

I am somewhat able to create my desired graph but it still has its flaws. It just shows a solid, straight line of the number of articles that we have at the date. See below screenshot:

I'd like an aggregation over time based on created date to show them increasing instead. Maybe PA can't do this? I bet it can, I just don't have the right Breakdown somehow. Or maybe I just need to take the PA training. Even after that, I still don't think I'd be able to create this:

I really wish I could find an expert in Performance Analytics!!! I'll also reach out to my account representative and his associates.

Just wanted to give you, Ryan and mrswann, an update and see if you had any further advice. I really appreciate the assistance!

Thanks,

-Jon Wayman

eyholliegregg · ‎12-13-2016

That collection is possible...you want to create an indicator that collects daily for all knowledge articles without a created on stipulation. You would get a point for every day (from the collection's initiation) of total count of articles.