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

vidhya8 · ‎06-23-2015

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 · ‎06-25-2015

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.

View solution in original post

SimonDunsmoor · ‎06-24-2015

Great question Vidhya Dharmarajan!! Eagerly awaiting the response! We are live in 7 weeks (EEK) and I'd love to have this info available at the end of our first week! Thank you for asking this!!

Uncle Rob · ‎06-24-2015

http://wiki.servicenow.com/index.php?title=Installed_with_Contextual_Search#gsc.tab=0

The tables you're looking for are Relevant Document (cxs_relevant_document) and Relevant Document Detail (cxs_rel_doc_detail)

vidhya8 · ‎06-24-2015

Thanks. That was very useful to know. I was able to run a report on 'Relevant Document Detail' and 'Relevant Document' but was unable to select the associated record (INC# or KB#) from the available choices. I was hoping to see 'Helped With' or 'Helped Document' to view the record that the search result helped resolve. As you can see from the screen captures 'Helped With' or 'Helped Document' choice is not visible in the list.

Relevant Document table:

Relevant Document Detail table:

Uncle Rob · ‎06-25-2015

In cxs_rel_doc_detail you'll find three fields that will help you.

relevance tracks whether or not a "this helped" or attachment (of KB to Task) happened. When there's an attachment, the value in Relevance Type is "attach"

This is where it gets confusing

cxs_relevant_doc (field) has a label of Relevant Document (capital D) and stores a sys_id which is a reference to the Relevant Document record (which is in turn a reference to the actual record)
relevant_doc (field) has a label of Relevant document (lower case D) stores a more traditional document reference field.

I haven't done a ton of reporting on document references, so I'm not sure how clean it will look in a report.