Hi all, we are currently taking a look and addressing this ticket for the remainder of this year. If you are interested in contributing your valuable insights please fill out this form here https://forms.gle/BzLkWkUbXsa8J6CTA
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Problem Definition
JIRA Service Desk comes with built-in reports for "Article usage" and "Article effectiveness".
However, the metrics "Article views" and "Problems solved by articles" are only shown at an aggregate level. There is no indication of which articles were viewed, or which articles helped solve a problem.
Suggested Solution
As an agent, I would like to know:
- How many times each article was viewed within the customer portal
- For each article, actual responses to "Did this article help?" This would include number of "Yes" responses, number of "No" responses, and number of times the question was not answered.
- Who Sent Articles/Article Usage to Resolve Issues. The report only shows who has created the article.
For example, this could be shown in a summary table with a row for each article, and a column for each metric. To simplify the display, the data could be shown for one time period at a time.
Suggestion
JSDSERVER-6721 Inaccurate details tables for Knowledge base Article usage and Article effectiveness reports
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