zephquamy
12-07-2007, 05:46 PM
In Cerberus 3 I had a query I ran weekly that would give me the number of times each tag was used in that week. Since we used Tags to associate our tickets with knowledge base articles this allowed me to quickly see what the most common issues for that week were.
Is there a way to do this in Cerberus 4? Since we aren't applying tags to tickets anymore the old way doesn't work. I can pull a list of the most viewed knowledge base articles but for the most part we're not actually opening the article, we're just copying the content from the Fetch and retrieve box and moving on.
Is there a way to track how many times specific search terms are used in Fetch and Retrieve? Or does anyone have a system they currently use to track something like this?
Is there a way to do this in Cerberus 4? Since we aren't applying tags to tickets anymore the old way doesn't work. I can pull a list of the most viewed knowledge base articles but for the most part we're not actually opening the article, we're just copying the content from the Fetch and retrieve box and moving on.
Is there a way to track how many times specific search terms are used in Fetch and Retrieve? Or does anyone have a system they currently use to track something like this?