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Analytics on what end-users are utilizing in the portal

Germaine_OvermanGermaine_Overman Customer IT Monkey ✭
Is there anything like a website heatmap or other analytics that easily tell me what ROs and KB articles an end -user is using and how they are getting there?   For example are they searching?   Are they using Favorites?   Are they drilling down through the menu listing of Service Catalog > Service Offering > RO?      I  am being asked about this so we can offer continuous improvement on our portal and also identify if the KnowledgeBase is being utilized (so is it worth the time to provide the end user information)

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Answers

  • Germaine_OvermanGermaine_Overman Customer IT Monkey ✭
    Thanks we are looking at a possible 3rd party solution.
  • Carol_LeeCarol_Lee Customer IT Monkey ✭

    Our Director is also asking similar questions. Who raises Incidents and Service Request the most? Who are our top 5 end users? Is this analytic feature available now in Sept 2020? Please advise.

  • Justin_WorkmanJustin_Workman Cireson Support Super IT Monkey ✭✭✭✭✭

    @Carol_Lee - It would be possible to query this data in the portal. This query should get pretty close to what you're after:

    SELECT 

    TOP 5 

    COUNT(1) AS 'NumberOfTickets', AffectedUser 

    FROM WorkItem

    GROUP BY AffectedUser

    ORDER BY NumberOfTickets DESC


    Then what it might look like in the portal:

    Here's a link to an article on creating dashboard queries and charts:

    https://kb.cireson.com/article/how-to-add-an-sql-chart-widget/1292

  • Carol_LeeCarol_Lee Customer IT Monkey ✭

    Thank you @Justin_Workman

    May I know how to drill down the type of work item they created? Say create one chart for Service Requests, and one for Incidents. Please advise.

    Thanks,

    Carol

  • Carol_LeeCarol_Lee Customer IT Monkey ✭

    I like this one better, because some SRs have null Affected User.

    SELECT 

    TOP 5 

    COUNT(1) AS 'NumberOfSRs', CreatedByUser 

    FROM WorkItem

    where WorkItemId like 'SR%'

    GROUP BY CreatedByUser

    ORDER BY NumberOfSRs DESC

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