Best Reports for indentifying areas which can be improved by Knowledge?

[StephLindorff]

Knowledge Centered Support theory tells us not to go looking for knowledge to improve; the users will tell us what they need.   However, when you're launching the knowledge program, it's very helpful to promote managerial engagement by starting the conversation with "I noticed that a lot of incidents are incorrectly assigned to your team..." etc. and then explain how knowledge can improve that situation.

Just talking with people on the various support teams will identify the pain points - which reports do you use to put metrics around a known concern?   For instance, how would I identify incidents that started with one team, were assigned to another then bounced back to the original team?

What other reports do you routinely use to identify areas of improvement?

[StephLindorff]

Guy - I like the addition of checking for knowledge use.   Thanks.

[StephLindorff]

Thanks for the suggestion Robert!

Though number of assignments is a valuable metric, I'm interested in incidents that are reassigned back to the original group.   Specifically, I'm looking for incidents that have been mis-assigned by the service desk and then returned to them so I need to show every group a particular incident has been assigned to.

[rgm276]

Stephanie

There are a couple of ways you could look for those types of issues

1) Create a custom field and build in some logic around it

for example we have a custom field on our incident that allows staff to request a "Review" of an incident

this is our current drop down list of options to choose, if a group feels we need to review it

OR

2) You could use what I call the "hashtag" method, if you want to focus on a smaller area/group

and can control some of the inputs

By enter #MISROUTED or other keyword (ie as #hashtags) into CLOSE NOTES (or another field that is reportable w/ contains) , you could quickly identify what tickets are the candidates for what ever issue you are trying to solve

for example, a query might look like this

[gyedwab · Accepted solution]

The "hashtag" method also brings up tackling this issue from a process perspective -- perhaps using the Coaching Loops plugin to review incidents that have been re-assigned multiple times and having deciding if the tag needs to be applied.

[StephLindorff]

Good idea!   I've been wanting to play with the Coaching Loops - sounds like the time has come.

I am feeling a bit stubborn, though, about finding a way to report the assignment history.   There should be a way to leverage the incident Activity Log for a report.

Thanks for all the ideas though!

Steph