This documentation supports the 21.3 version of Smart Reporting.

To view an earlier version, select the version from the Product version menu.

Out-of-the-box BMC Knowledge Management reports and dashboard

A user can use the following out-of-the-box BMC Helix ITSM: Knowledge Management(Knowledge Management) reports and dashboard to understand Knowledge Management activity within the organization.

To open knowledge articles in BMC Helix ITSM: Smart IT 

If you navigate to BMC Helix ITSM: Smart Reporting from BMC Helix ITSM: Smart IT (Smart IT), and then click an Article ID hyperlink from Knowledge Management reports, the article is not cross-launched in Smart IT. 

To open a knowledge article in Smart IT, create a hyperlink object in Knowledge Management reports or views with DocID field, and add the Smart IT URL to the field. For example, add http://SmartITserver:port/ux/smart-it/#/search/##/ to the DoCID field.

Knowledge Management reports

Report nameDescription

Article Contributors

Lists all articles, grouped by authors and further split by the status of the articles.
Article DetailsLists all articles with respective statuses. It includes details like submit date, submitter, title, company, assignee, and assignee group.
Article FeedbackLists articles by average feedback rating, which helps to determine the quality of the content.
Article Publish TrendDisplays a trend chart of published articles created over time.
Article Statistics

Displays a pie chart of the number of articles and their current status. The pie chart has a preconfigured drill down.

The report includes Top Level Company, Next Level Assigned Group, Next level Assignee, and Final Drill to Article Details.

Article Usage and Feedback SummaryLists the number of times articles were opened for viewing and the quality of the articles by feedback ratings.
No Search Results for Knowledge Articles

Lists details of searches that return no results for knowledge articles (for the last 12 months).

Use this report to identify knowledge gaps regarding missing content in Knowledge Management.

Top 10 ArticlesLists the top 10 articles having a maximum number of views.
Unpublished Articles StatusDisplays a pie chart of the segregation of all unpublished articles by status. You can further drill down to an article details report.
Keywords Not Found

Lists details of searches that return no results for knowledge articles.

Use this report to identify knowledge gaps regarding missing content in Knowledge Management.

Number of Currently Flagged Articles

Lists the number of currently flagged articles in each category. With this report, you can drill through on the Number of Flagged Articles field to get more details about the currently flagged articles.

Number Of Flagged Articles - Detailed ReportLists details about the flagged articles.
Percentage of Tickets with Articles LinkedLists the number of incidents with articles linked. With this report, you can drill through on the Number of Articles Linked field to get more details about the incidents.
Percentage of Tickets with Articles Linked - Detailed ReportLists the percentage of tickets with articles linked.
Top N Scored Articles by Author

Lists the top N articles based on their usage.

Top Searched Keywords

Lists the top keywords with the number of times they were searched.

Knowledge Management dashboard

The Knowledge Management dashboard is built with the following configuration:

Dashboard nameContent categoryContent sub categoryDashboard filtersDashboard description
Knowledge DashboardBMC Remedy Operational ReportingKnowledge Management

Current Assignee

This dashboard includes a list of reports for Knowledge Management module, for example:

  • Article Statistics by Status
  • Article Usage and Feedback Summary
  • Top 10 used articles
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