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    Shripada Hebbar
    Incident Closure Using Knowledge (Knowledge...
    Topic posted November 16, 2017 by Shripada Hebbar, last edited November 16, 2017 
    220 Views, 1 Comment
    Incident Closure Using Knowledge (Knowledge Advanced) - Analytics Cookbook Recipe

    Incident Closure Using Knowledge

    (Knowledge Advanced)

    Insight into Volume of Incidents and Use of Knowledge in Closing Incidents


    Author: Shripada Hebbar

    Difficulty rating: (Beginner) 

    Target persona: Business Analyst, Training Manager, Knowledge Manager, Knowledge Administrator


    2 Tables (Incidents and user_trans)

    Columns using formulas (*)

    2 Filters

    Overall description/purpose:  

    To understand the volume of Incidents closed using Knowledge for a selected date range. There are two graphs in this report. The first graph shows the volume of incidents (Total Opened, Total Closed and Total Closed but linked to Knowledge) against Incident Created Week. 

    The second chart shows the ratio of Incidents closed using Knowledge to Total number of Closed Incidents during the same period. 

    Use case being served:  Gives the insight on volume of Incidents and usage of Knowledge in closing the Incidents.

    Developed on version:  17.2 onwards

    Screen shot:

    High level flow for report creation:  The only requirement to use this report is to import it. Once in Reports Explorer, click on New Report, and then Import Report definition.

    Master Chef Approved (a.k.a. Data Validated)? Yes

    Included are the following (in a .ZIP file):

    • PDF of report recipe
    • Human readable PDF report definition
    • XML Report definition 
    • Screen shot 

    17.2 onwards



    • Erica (Leep) Anderson

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