Good point, I have never tried to create a Universe for this.
You currently can customize the provided Universe to include all the AR-hosted information (relationships, etc.)
RKM actually embeds some reporting, check out Docs on Support Site.
Note: We heared you, and want the next releases of RKM to provide reporting in a seamless and integrated fashion
Matt, BMC R&D
Many Thanks both for your instant replies. So as I understand the required information should be stored within database tables \ views hence Universe can be built on them for reporting purpose. I have briefly been through the available RKM documents.... the information I was looking for was really for ERD diagram i.e. underlying architecture for e.g. for Incident Management HPD_HELP_DESK is kind of the main view which is linked to many other views...The challenge I now have is understanding the underlying database architecture for this.
Any help\advice much appreciated.
Just to keep all updated, have managed to build an adhoc Universe. However as most of the information is stored in XML format oi.e. Article definition etc.. have ignored that part (however BO Universe can be built on XML... but due to project time constraints not looking into that). You can look into basic search information i.e. which user at what time searched what... but thats it. However fortunately this meets our user requirements hence sorted ou :-)
Thanks all for your inputs\advise. Let me know if I can be of any help.
You're already familiar with the current bi-directionbal integration with 7.5
We plan to go further with the next release.
I can't make detailed public forward looking statements, but you can request a roadmap call to Product Mgmt, using your BMC sales rep.
Hope you're enjoying your first weeks of RKM, Syd told me you asked very good Q
Have a great week-end,
For reporting/analytics against the xml docs:
We utilize a script, originally authored by Steve Green, but modified a bit, that will suck any or all information (depending
on what fields you want) into a .csv file. From there we import into SQL Server tables. At that point, you have pretty much
all information that is in the XML documents in a SQL server, single table. From there you have the ability to utilize any
reporting or analytics tool.
We also utilize MS-Access to pull in data from the SQL Server, manipulate and perform mass updates to over 11,000 documents
(ie adjusting categories, keywords, titles, etc...)
Hope what we are doing gives you some idea on how to work with the xml docs.
The script by Steve Greene is found in the BMC knowledgebase. It is a bat file to kick things off, and a vbs script that performs
the parsing and writing to the csv file. Very easy to modify to pull only the data you want, or place multiple category selection into
seperate fields. (THANKS STEVE.. GREAT UTILITY)
For Event Reporting/Analytics:
For enhanced reporting of the events, we created a single table, appended all search/view/use/print/browse events, then sucked in
the SDE incident high level data (incident, user id, create date). We had to create a lookup table of KM user ids mapped to SDE
user ids (they are stored differently). Once we had that done, we added our own session ids to the records (and logic such as events
within an hour of original where same session, create incident event terminated a session, new session started on next event)
That gave us a very clear view of the customer experience, what type of searchs, how many searches before opening incident, how long
they searched before opening incident, and has really helped in our improvement efforts.