1. Fusion Service Questions and Answers
  2. Why can't I see any data in my knowledge reporting dashboard?

Why can't I see any data in my knowledge reporting dashboard?

Sometimes latest data doesn't appear in knowledge reporting dashboards. To make the missing data available in your knowledge reporting dashboards, you need to schedule and run the following knowledge processes:

Schedule Process Name Description Impacted Dashboards Recommended Frequency
Knowledge Article View Aggregation Use this scheduled process to aggregate data on the number of articles that have been viewed. Knowledge Management Views Hourly
Knowledge Search Aggregation Use this scheduled process to aggregate data on the number of knowledge base searches that users have performed. Knowledge Question Analysis Hourly
Knowledge Workflow Aggregation

Use this scheduled process to aggregate data on the use of workflow, such as how long articles spend on each workflow step.

Schedule this job only if you're using knowledge workflow.

Article Workflow Dashboard Hourly
Refresh Service Categories for Reporting Use this scheduled process to make category names available in your knowledge reports.

If you create a report from the "Knowledge Management - Article Category Real Time" subject area or use one of the dashboards listed here and find that there are no results, then you need to run this scheduled process.

 All Knowledge Breakdown, Knowledge Management Views Daily

To schedule a knowledge process:

  1. Go to Tools, and click Scheduled Processes.
  2. Click Schedule New Process.
  3. In the Schedule New Process dialog box, select Job as the process type.
  4. In the Name field, enter one of the following required jobs, and click OK.
    • Knowledge Article View Aggregation
    • Knowledge Search Aggregation
    • Knowledge Workflow Aggregation
    • Refresh Service Categories for Reporting
  5. Click Process Options, choose the options you want, and click OK to return to the Process Details page.
  6. Click Advanced and for Run select Using a schedule.
    • For the Knowledge Article View Aggregation, set the following:
      • Frequency: Hourly/Minute
      • Time Between Runs: Hours 1 Minutes 0
      • Start Date
      • End Date
    • For the Knowledge Search Aggregation, set the following:
      • Frequency: Hourly/Minute
      • Time Between Runs: Hours 1 Minutes 0
      • Start Date
      • End Date
    • For the Knowledge Workflow Aggregation, set the following:
      • Frequency: Hourly/Minute
      • Time Between Runs: Hours 1 Minutes 0
      • Start Date
      • End Date
    • For the Refresh Service Categories for Reporting, set the following:
      • Frequency: Daily
      • Days Between Runs: 1
      • Start Date
      • End Date
  7. Click Submit.