"Solves my Issue" knowledge reporting

Jamesk
Tera Expert

‎03-26-2024 04:06 AM

Hi,

 

We have recently configured AI Search on our portal for incident deflection and I was wondering, how can we report on incidents deflections using the "Solves my issue" button?

 

See attached screenshot.

 

Any other details required please let me know.

 

Regards

James

 

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Mark Manders
Mega Patron

‎03-26-2024 04:33 AM

So the button prevents the creation of an incident? I think you should add some code behind the button to also update a counter on the article?


Please mark any helpful or correct solutions as such. That helps others find their solutions.
Mark
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Anurag Tripathi
Mega Patron

‎03-26-2024 04:37 AM

Hi,

This doesn't exist today.

I am working on few Gen AI solutions at the moment and this is one of the things we are trying o figure out with ServiceNow , how to report and validate the prompts etc and over time se if it is improving or not.

 

-Anurag
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Jparks
Tera Contributor

‎03-28-2024 08:24 AM

Great Question James.  I was hoping to use this to show deflection of creating incidents (or in our case, a request), but wasn't able to find how "solves my issue" that relates to a KBA.  

0 Helpfuls

Robert-Antonio
Tera Contributor

‎04-04-2024 12:22 AM

Hello @Jamesk ,

The data you need is stored in the sys_search_signal_result_event_action table.

If this solves your inquiry, feel free to mark it as helpful/correct.

 

-Antonio