Jira service management and Knowledge base user access reporting

[Dejan Kocic]

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.

[Ingo Wenke · Accepted solution]

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]

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]

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]

So, how I can see portal views?

[Ingo Wenke]

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]

Yes, portals like this. Correct.

Thx. Will check.