Knowledge metrics for 'This Helped' and 'Attach to Incident'

[vidhya8]

Would like a measurement put in place for the following:

• Count of instances an article was used as assistance to a ticket (from INC)
• # of KB articles attached to tickets

Both these are triggered when user clicks 'This Helped' and 'Attach to Incident' for a related article in INC contextual search.

I want to know how to configure the report (Report->CreateNew) to glean this data periodically. Which table , columns and conditions are to be selected to generate the report and how can I send this report to specific users periodically? Is there an automated way of doing this(out of the box preferred as I am not aware of scripting)

We are on Fuji..

[vidhya8 · Accepted solution]

Thanks rfedoruk. Your suggestion led me to another table Relevant Knowledge-Task [cxs_relevant_doc_task] that has the fields I was looking for:

KB number - The KB article that was marked as Helpful or attached

Relevance Type - Whether the Attach button or 'This Helped' button was selected

Relevant To - Source record to which the KB was attached/marked as helpful

the report looks like this:

I think we got what we were looking for. Thanks for all the support.

[Uncle Rob]

Well punch me straight in my eyeball.   I didn't know about that Relevant Knowledge Task.

[Andrew Blum]

Struggling to find the column in the Relevant Knowledge-Task [cxs_relevant_doc_task] table to report the number of times the 'This helped' button is clicked.  Is there a column on this table or another for this data point?

Here is an image of the button in question..

 

[servicenowkevin]

Try the task_rel_kb table. I report on this table weekly to show how often an article is associated to an incident. You'll be able to include the article ID in the report. There's some information in the many to many task product documentation.

If you need more assistance on how to configure that, let me know and I'll try to help.

[Uncle Rob]

servicenowkevin - When you click the Attach button on a KBA in contextual search, is that where its attaching it to?   The task_rel_kb table?