Collect Viewing Data for the PSU Help Center

Owned by Michele Bromley
Last updated: Oct 14, 2022 by Kelly Thomas
3 min read

The PSU Help Center has a vast library of articles within it. Occasionally there will be a need to see how those articles are performing as well as how the PSU Help Center itself is performing in terms of views. Below are a set of instructions for how you can find the Viewing Data for the PSU Help Center, one by date and the other by article.

How to Find Viewing Data by Date

While it may seem like this data would be inside of Confluence, this data resides within Jira Service Management. Follow the instructions below to retrieve that data.

  1. Log into the Jira Service Management using your Odin credentials.

  2. Once you have logged into the Jira Service Management, select the Projects tab at the top of the window and then select the IT Service Desk.

  3. Using the left-hand menu, select Reports under the Knowledge section.

  4. Select Requests deflected.

  5. Within this section, underneath the header, there is a option under Show. The default option presents the Past 7 days. If you select the text reading Past 7 Days, you can change the range of the date to be:

    1. Past 48 hours

    2. Past 14 days

    3. Past 30 days

    4. Past quarter by day

    5. Past quarter by week

    6. Past year by week

    7. Past year by month

    8. Custom range

  6. The view is split into two parts. One part is a visual graph that can interacted with by hovering your cursor over the dot above the particular date. The other part is listed below within a table showing a range of Date, Requests deflected in portal and Article views from portal.

Note: when you go to the IT Service Desk Project, the system will sometimes bring you to the Queues section. You can get back to the main menu for that project by selecting Back to project.

How to Find Viewing Data by Article

The information for viewing data by the article follows the same path as the instructions above. First read and follow the instructions above before following the steps below.

  1. Follow the instructions in How To Find Viewing Data by Date and select the time range of viewing information.

  2. Depending on the time range that was selected, article views will either be broken down by hour or day on the far left and article views on the right. To see the number of article views for a specific article, select the number under the column Article view from portal for the time/date of interest row.

  3. Articles are listed from most viewed to least viewed, which will require scrolling through the list manually to find the article. The view for the particular article will be listed to the right of the article listed under the Views column.

Note: An easier way to find the article of interest if it is not immediately at the top of the article is to the Find command. When the command is used, a text box will appear providing you a space to write the text you are looking for. Depending on the word, there may be multiple uses. Using the arrow keys next to the text box will allow you scroll through the different uses of the word. Below are the instructions for Windows and Apple computers.

Windows: select the Control (Ctrl) and F keys at the same time.

Apple: select the command and F keys at the same time.

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