Currently I have installed a newer kb plugin that enables an OOB notification script to send an email to the author of a KB article if any changes have been made to the article or if a comment has been left. This solves half of my problem, I now would like it if the KB Manager of that base could also receive it.
I cannot simply just enter an email because we have multiple Bases with different KB Managers operating them. Has anyone found a solution on how you can add KB Managers to the notification with the authors?
Below is the "who will receive" tab of the notification called KM Subscription: Article commented. The "Event parm 1 contains recipient" check box I believe is for notifying the author of the article.
Thanks for any tips or helpful comments in advanced.
Hello Chad,
I built those widgets based on how I'm practicing KM, in nearly all cases you will have to make adjustments to the queries, but not only that the logic that I've applied to them may not make sense for you.
Below I'm sharing some of them, but if you are interested in working on something tailored to your case I can make myself available to work with you. (let me know if that is something you can and are interested in doing)
I've not only built the KM dashboard but also one for the Service Desk analysts, the Service Desk Management, one for upper management as well as one for other ITIL teams, I've created nearly 250 reports that run on various dashboards.
These display both reporting information and action items.
This is the query I use for my day to day activity, I review the first article in the list and keep going, I'm currently sorting by empty category as I'm focusing on filling all of those out first:
This is the query to see the statistics on the amount of work done in the past 30 days, we use this to reward analysts that contribute to the knowledge base:
This query allows me to audit what analysts searched for in the KB (so if they are not resolving an incident and there is a KB for it we hold them accountable for not searching):
This query displays expired articles (those that have a pass due "valid to" date, in some cases re-publishing is warranted, in others they get retired:
This shows the views of the KB, this is what management looks at to gauge the value of the KB:
Then there are more complicated ones like this one, this is a widget that displays action items for the Service Desk (this is heavily influenced on our internal procedure so I don't believe it would be applicable by you, it's just to show how complicated these can get):
