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Jira service management and Knowledge base user access reporting

Dejan Kocic September 12, 2023

Is there a way or an add-on application which will help me creating reports about Jira Service Management portal and knowledge base access?

In reality I need to understand what knowledge base articles users access and read, so we could say I need reporting on knowledge management content consumption.

 

 

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Ingo Wenke September 12, 2023

Hi @Dejan Kocic ,

within JSM, have a look at Reports > Request deflected.

This report is about the usage of your KB and how many requests have been deflected by KB articles.

Jira like, you can down drill this report.

Dejan Kocic September 12, 2023

Thx @Ingo Wenke this is great.

Do you know maybe are those views actual JSM users access or JSM counts registered visitors access too.

Ingo Wenke September 12, 2023

The KB usage counts views via the portal.

JSM customers (your "registered visitors access") use the portal, JSM Service Agents (your JSM Users ?) use the internal view (Confluence).

Dejan Kocic September 12, 2023

So, how I can see portal views?

Ingo Wenke September 12, 2023

The requests of the portal itself?

Like https://mysite.atlassian.net/servicedesk/customer/portals

I don't know if there is such data available. 

This would be sth for Matomo or Google Analytics.

Dejan Kocic September 12, 2023

Yes, portals like this. Correct.

Thx. Will check.

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