ServiceNow Reports (New UI): See Unresolved Knowledge Feedback

The See Unresolved Knowledge Feedback report shows all unresolved knowledge feedback for knowledge articles in assignment group(s), grouped by Service Offering.

You can make a copy of this report and modify the copy to suit your own needs.

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. Click on the Data Tab.
  6. Rename the report by changing or replacing the text in the Report name field from the Data Tab.
    The Data Tab selected with a cursor in the Report name field
    • Most of the time you will be making the current report yours by replacing the word Template with your Internet ID.
    • If you are changing something specific about the report in any meaningful way, make sure the title appropriately reflects the content AND remember to end your title with your Internet ID.
  7. Click the arrow to the left of the Run button and select Insert and Stay.
    The Insert and Stay option in the expanded menu .

A message will appear saying that the report has been created, and there will now be a Save button next to arrow.

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.

In the New Reports UI, the filters used in the report are collapsed by default.  Click the Open Condition Builder button open-condition-builder-filter-button-20180815.pngxto begin to modify the report using the guidelines below. 

Reports configuration view with arrow pointing to show/hide Filter icon. 

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.
    Kingston Assignment Group Filter with drop down list of different groups
  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 on the Configuration Tab:

  1. Click on the Configuration Tab (if needed).
  2. Use the drop down menu for Group By and choose the Technology field.
    Kingston Reports configuration tab with the Group By menu open and highlighting Technology
  3. 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 on the Configuration Tab:

  1. Click on the Configuration Tab (if needed).
  2. Use the drop down menu for Group By and choose the Assigned To field.
    Kingston Reports Configuration tab with the Group By drop down menu open and Assigned To option highlighted
  3. 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 on the Configuration Tab:

  1. Click on the Configuration Tab (if needed)
  2. Use the drop down menu for Group By and choose -- None -- as the field.
    Kingston Reports configuration tab with the Group By drop down menu open and the --None-- option highlighted
  3. To get the report with these changes click Run.

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

You can Change the Report Type if the current type is not meeting your needs. There are many different types you can try to see which best represents your data.

Running and saving the report

Once you've modified the criteria for your report:

 

  1. Click Run to make sure it contains the desired data and is displayed how you want.
  2. Click Save so you can use the report in the future.

Additional Information