Report on Resolved Incidents with Attached Knowledge

[michaelrfisher]

I am running Knowledge Management v3 on Helsinki, and am looking for a way to report weekly on the number of Resolved Incidents in the previous week that have attached knowledge.

When an article has been attached, I can see the link in the Incident, but in the Report interface I am not finding how to grab and report on that.

Where should I look, please?

[Allen Andreas]

So check this out. I found a report called "Successful deflection articles by search term" and did some rough tests and I can get the report to show how many articles I've attached to a SN incident. I tested this first with just one...and then with 2 more and now I have a total of 3 entries under my name.

It may need some more tweaking, but this should be something along the lines of what you're looking for.

I'm unsure how to check if the incident has been resolved or not...but you can at least see usage:

[EmilyAWN]

Right, that's what I have already. Like I mentioned, cxs_relevant_doc_task is exactly what I need for reporting, however, I don't have access to the table and my devs have shown me that cxs_relevant_doc_task doesn't show up under System Definition > Tables so they're at a loss as to how to get me access to report on that table.

I even verified in my dev instance that it's not listed there. I have cxs_relevant_doc and cxs_rel_doc_detail but cxs_relevant_doc_task is missing. It does, however, appear in System Definition > Tables & Columns.

So if I want to get the results of that report, I have to have an admin run it, which is not ideal. I was just hoping someone knew how to change access permissions on a table that doesn't want to be found. If it's a table that is connected to an OOB report, you'd think you'd be able to grant access to it.

[Allen Andreas]

Hi Emily,

Yes....I read your post previously. I did not speak on it because I too can see that it isn't there. There is a solution, as I mentioned. Perhaps the admins can look in to allowing you access to that report.

[Bhagya7]

Hi,

Is it possible to filter only those incidents resolved on last week/yesterday from the report.

Thank u

[Michael QCKM]

...and from our experience, this only works if you have Contextual Search activated.  We deactivated ours because of the way it was implemented. The auto-results on the Incident screen were 1) Opening in a weird unsizable frame when clicking "Preview", covering up the Incident the Agent was working, and not allowing them to take ticket notes, AND 2) the Preview and Attach button were right there... Agents were just attaching without ever viewing the article.
We believe the "extras" that come with Contextual Search are awesome, but until the simple functionality is fixed, we will continue to struggle with poor OOB implementations.