What happens to the data when a user votes a Knowledge Base article as helpful?

Within JIRA Service Desk, when a user views an article they have the option to vote the article as helpful or not. I'm curious as to what happens to this data...? Does the helpfulness of an article change the order in which articles appear when a user inputs similar key words? (i.e. if an article has five helpful votes, does this appear higher in the list to one that only has three helpful votes?)

Is there a way you can view how many helpful votes an article has?

Appreciate there are a few questions here, but any help to understand this would be gratefully received smile

1 answer

Raised a Support Request with Atlassian in regards to the above questions. Answers were as follows:

  1. What happens to the data when someone votes the article helpful or not?
    1. They are stored into the database for reporting purposes. You can check out the Knowledge Base reports from the SD project's Reports menu.
  2. Does the helpfulness of an article change the order in which articles appear when a user inputs similar key words?
    1. No, this doesn't affect the Confluence pages themselves or the way they appear through search in the SD Customer Portal.
  3. Is there a way you can view how many helpful votes an article has?
    1. Yes, there is, but not through the GUI. You can run this SQL query in the db to find it out:

      SELECT sep.param_value as "Page Title", se.event_key as "Helpful / Not Helpful", count(se.event_key) as "Counts" FROM ao_0201f0_stats_event_param sep inner join ao_0201f0_stats_event se on sep.stats_event_id = se.id where sep.param_name = 'pageTitle' and se.event_key like '%helpful%' group by sep.param_value, se.event_key;

 

@Helen Griffiths-  building off of this, is there a way to build sql to count how many views an article has gotten?

Atlassian in their wisdom has not chosen to provide a mechanism that provides number of views per article vs in aggregate.  What is the point of putting articles out as proactive customer solution to reduce reported tickets if you cant MEASURE the impact and modify as needed???

Any ideas are welcomed!

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