This documentation supports the 23.3 version of BMC Helix ITSM: Knowledge Management.To view an earlier version, select the version from the Product version menu.

Generating predefined Knowledge Management reports with BIRT

BMC Helix ITSM provides a variety of predefined reports to give you quick and easy access to information about your system. Predefined Web reports help you to create formatted reports. Use the Report console to generate reports. If the predefined reports return more information than you need, you can manage the scope of the report by using qualifications.

You can also generate reports with your own qualifications, advanced qualifications, and saved qualifications. Results are returned in the form of a list or a list and chart. Reports can contain links that allow you to drill down from the report to view the data upon which the report is based, or to open the article.

You can save reports in several standard formats, including Adobe PDF and Postscript, and Microsoft Word, Excel, and PowerPoint formats.
The following table lists the predefined reports that are installed with BMC Helix ITSM: Knowledge Management, and the recommended best practices for using them.

Related topic

BMC Helix Dashboards overview

Generating reports with BIRTBMC Helix ITSM KCS Effectiveness and Efficiency dashboard


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.

Best practice: 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:

  • Compare the number of times an article is viewed versus the number of times it was used.
  • Use to measure the overall quality of the knowledge.

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.



 

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