How to use the Knowledge Report Card in Service Desk Manager
search cancel

How to use the Knowledge Report Card in Service Desk Manager

book

Article ID: 12155

calendar_today

Updated On:

Products

CA Service Desk Manager CA Service Management - Service Desk Manager

Issue/Introduction

What sort of information can be obtained from the Knowledge Report Card? How can the Knowledge Report Card be configured and where can the results be seen? 

Environment

Service Desk Manager 14.1 and 17.x

All Supported Operating Systems

Resolution

The Knowledge Report Card shows who created knowledge documents, which documents have been accessed, which documents were voted on, etc.

The Knowledge Report Card can be configured as per below.

  1. Go to Knowledge -> Knowledge Report Card on the ADMINISTRATION tab

  2. Turn on the option "Run the Report Card calculation" and specify the calculation schedule. 

The results of the Knowledge Report Card can be seen in the following 3 ways:

  • Knowledge Report Card tab.  By default, users assigned to the Knowledge Manager Role has this tab.

  • View -> Knowledge Report Card on the KNOWLEDGE tab



  • The legacy Business Object (CABI/BOXI) out of the box report "Knowledge Management Metrics"

Additional Information

Define Knowledge Report Card Statistics:
https://techdocs.broadcom.com/us/en/ca-enterprise-software/business-management/ca-service-management/17-3/using/knowledge-management/knowledge-management-reports-and-metrics/define-knowledge-report-card-statistics.html

Web-Based Reports for Knowledge Management:
https://techdocs.broadcom.com/us/en/ca-enterprise-software/business-management/ca-service-management/17-3/using/knowledge-management/knowledge-management-reports-and-metrics.html