ServiceNow Reports (Classic UI): See Unresolved Knowledge Feedback

You can create and modify a report that shows you all unresolved knowledge feedback for knowledge articles in your assignment group(s), grouped by Service Offering.

In this article:

Running and making a copy of the report

  1. Click View / Run under Reports in the Application Navigator menu on the left. A list of available reports in ServiceNow loads, depending on your access privileges.
    Application navigator with arrow pointing to View / Run option in Reports section.
  2. Make sure Global or All is selected as a filter at the top of the Reports screen.
    A screenshot showing the location of the All Reports button at the top of the reports screen
  3. Search for Unresolved Knowledge Feedback (My Groups) - Template.
  4. Click the name of the report in the list to run it.
  5. Make a Copy of the report before modifying it.

Modifying the report

You will likely want to make modifications to this report in order to make it useful to you. Some common changes are outlined below.

Changing or updating the Assignment Group

If you belong to more than one Assignment Group and want to only see results for one assignment group:

  1. Find the Assignment Group filter.
  2. Either type to get predictive text and choose from a list or use the Search Box to find and populate the desired Assignment Group.
    A screenshot showing typed text and a predictive list of results for assignment group with service desk highlighted
  3. To get the report with these changes click Run.

Seeing unresolved feedback by Technology

You may want to see the information grouped by Technology instead. To do this you can change the Group By field:

  1. Use the drop down menu for Group By and choose the Technology field.
    A screenshot showing the dropdown menu under Group By with Technology selected
  2. To get the report with these changes click Run.

Seeing unresolved feedback by Assigned To

You may want to see the feedback grouped by who it is assigned to instead. To do this you can change the Group By field:

  1. Use the drop down menu for Group By and choose the Assigned To field.
    A screenshot showing the Group By dropdown with menu expanded and Assigned To highlighted in the list
  2. To get the report with these changes click Run.

Seeing a complete list of unresolved feedback

You may want to see a complete list of items instead of having them broken out into groups. To do this you can change the Group By field:

  1. Use the drop down menu for Group By and choose -- None -- as the field.
    A screenshot with the Group By dropdown with menu expanded and Group by -- None -- selected in the list
  2. To get the report with these changes click Run.

You may also want to add or remove fields from your list or change the report type.

Adding or removing fields (columns) from your list

One of the reasons you might want to use a List Report is to get additional fields that don't show on default reports in ServiceNow or to remove fields that are not necessary from the defaults.

Changing the report type

When making reports in ServiceNow, often the default type of bar, pie chart, or list will meet your needs. Sometimes, however, it does not and you may need a different type in order to better visualize or obtain full information.

Running and saving the report

  1. Once you've modified your criteria, click Run to run your report and make sure that it contains the information that you want it to have.
  2. Save and Schedule your Report so you can use it again in the future.