I'm wanting to setup some reports relating to the use of Knowledge in our department. I've done a few but am stuck with the following;
I'm wanting to report on how many Incidents have been resolved using knowledge. We have a separate report on general Knowledge use (using the kb_use table), but I'm wanting purely knowledge used to resolve incidents.
I've currently trying to report using the "Relevant Document Detail [cxs_rel_doc_detail]" table. I have the following conditions setup.
It's less than ideal. I have the 'relevant document contains 00' as i'm only trying to capture incidents. it picks up on our incident naming which is currently INC0034799. Without the 00 caveat it picks up on other artifacts.
I'm sure there is a much better way to achieve what i'm wanting to do. I've searched the forums but couldn't find anything that helped. Any suggestions would be appreciated. Excuse my ignorance, I'm learning as i go with this.
You should be able to use the Relevant Knowledge - Task [cxs_relevant_doc_task] table to report on knowledge previewed\attached to an incident.
I get a report similar to this when using.
Thanks David, I'm just looking at that table now. I may need a bit more info though.
- Data Table is 'Relevant Knowledge - Task'
- I'll chose the type of report; step line, bar etc
- What do you have set for your grouping and trend in the 'configure' tab?
- Do you need to set related conditions?
- How do you tell it to only report on incidents?
I'm looking at:
