Generating reports
Predefined report name | Display type | Description | Best practices |
|---|---|---|---|
Article History | List | Shows a list of article status changes and assignment events. | Use this report to track volume of work per assignee, and an article's life cycle. |
Feedback | Chart and list | Shows articles sorted by average feedback rating and Assignee. | Use this report to determine the quality of article content per article and to measure the overall quality of the knowledge. |
Articles Assignments | Chart and list | Shows articles sorted by Status, Support Groups, and Assignee. | Use this report to compare the number of articles assigned per Support Groups, number of articles per status, and the Assignee of each article. This report also enables you to gauge assignee workloads, and indicates whether you need to reassign tasks to other assignees. |
Articles up for Review |
| Shows articles that are due for review in the next x days. | Use this report to track articles that need to be reviewed by a specific date. |
No Search Results | List | Shows details of searches that return no results. Note: When a guest user performs a search with results, the Searched By column is blank. | Use this report to identify knowledge gaps because of missing content. |
Article Usage | List | Shows articles sorted by number of times Used/Viewed. | Use this report to track the usefulness of articles in solving issues, and the number of times it was opened for viewing. You can:
|
Articles with Update Requests | Chart and list | Articles sorted by number of update requests. | Use this report to track the number of times and dates on which updates were requested for an article. Use to also measure the overall quality of the knowledge. |
Use the following procedure to generate a report for BMC Helix ITSM: Knowledge Management in the Reporting Console.
If you have formatting problems in viewing reports from a browser, verify that report configuration settings are defined in the Action Request System User Preference form.
To generate a report
- Open BMC Helix ITSM: Knowledge Management and access the Reporting Console using one of the following options:
- In the BMC Helix ITSM: Knowledge Management Console, click Functions > Reports.
- Open an article and click Consoles > Reports.
- In the BMC Helix ITSM: Knowledge Management Console, click Functions > Reports.
- Verify that the All Reports parameter is selected in the Show field.
- In the Category field, select Knowledge Management, select one of the following options, and then select the name of the report:
- All Knowledge—Article History, Articles Assignments, Articles with Update Requests, or No Search Results
- Open Knowledge—Article Usage, Articles up for Review, or Feedback
- From the Reporting Console , select a report name whose form name begins with the RKM: prefix.
- (optional) By default, when you run a report, a built-in query is used to select the records included in the report. To change the report results, follow these steps:
- To override the built-in query to widen or change the report results, select Override.
- To add a qualification that narrows the report results, click Show Additional Filter.
Along with a list of available fields, two sections are displayed— the simple query builder and the advanced query builder. You use the simple query builder to quickly construct a simple query. Alternatively, advanced users can use the advanced query builder to build the query by using Action Request System query syntax.
- Click Run.
Enter any requested parameters, and click OK.
BMC Helix ITSM: Knowledge Management reports are the only reports that filter results using the Company parameter. However, this parameter is not displayed in the generated report.