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

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vidhya8
Tera Contributor

‎06-23-2015 10:19 PM

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.

inc_km.png

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..

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vidhya8
Tera Contributor
In response to Uncle Rob

‎06-25-2015 08:48 AM

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:


kb_report.PNG


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


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servicenowkevin
ServiceNow Employee
ServiceNow Employee
In response to Uncle Rob

‎06-25-2015 08:17 AM

That's where it's creating the association when you associate an article to Incident using Attach to Incident. My understanding is that it would be there too. Britt Champeau may be able to confirm for us though.


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britt_champeau
ServiceNow Employee
ServiceNow Employee
In response to servicenowkevin

‎06-25-2015 09:41 AM

That's right, servicenowkevin and rfedoruk! It adds it right onto the task_rel_kb table.


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vidhya8
Tera Contributor
In response to servicenowkevin

‎06-25-2015 08:53 AM

Thanks servicenowkevin. Your input about Task-KB relationship was useful in guiding me find the right table to generate the report with Relevant Knowledge-Task. I am able to now pull up the article that helped, whether it was attached or marked helpful and the record to which it was attached/marked helpful.




the 'Correct answer' post has a screen capture that shows what the report looks like. Thanks for the inputs.


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