This documentation supports the 22.1 version of BMC Helix ITSM: Smart IT. To view an earlier version, select the version from the Product version menu.The documentation for BMC Helix ITSM 23.3.00 has changed. To understand the changed documentation structure see, Where did the Smart IT documentation go?

Generating KCS custom reports

As a Knowledge-Centered Service (KCS) Coach, you can use the reporting capabilities in Smart Reporting to create KCS custom reports. 

Important

When the KCS Coach of a KCS knowledge author changes, the new KCS Coach can create and view the assessment results for the KCS knowledge author, using the KCS : AQI Results for Articles report. The new KCS Coach can also view the results of old assessments conducted by the previous KCS Coach, using the same report. The previous KCS Coaches continue to view the results of assessments they conducted, but cannot view the results of assessments conducted by the new KCS Coach. For more information, see Data dictionary.
Additionally, an AR System administrator or an unrestricted user having any KCS permission can view results of assessments conducted by KCS Coaches for any Company.

Related topics

Accessing Smart Reporting

Creating custom reports and charts

Before you begin

Before you generate KCS reports, ensure that:

  • You have the necessary KCS and Smart Reporting permissions.
  • Your administrator has configured some essential settings to generate the KCS reports. For more information on these settings, see Preparing-to-use-KCS-reports-in-Smart-IT.

To generate KCS custom reports

  1. In Smart IT, click Knowledge.
  2. Click the New Custom Report button.
  3. In Smart Reporting, on the Create new Report window, select the Knowledge-Centered Service (KCS) view.
  4. Drag preferred fields in the Rows and Columns area and specify other details.
    Custom Report.jpg 
  5. To activate the report, click Close Close button.jpg.
  6. In the confirmation message, click Yes.
  7. Under Report Settings, enter the name and description of the custom report.
  8. Select Knowledge-Centered Service from the drop-down, and the category to save KCS custom reports.
  9. (Optional) Specify the Display, Refresh, and Distribution Security options.
  10. Click Activate.

 

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