Build a dashboard to track knowledge article usage in incident resolution

[Sujal Jamwal]

Detailed step by step solution needed to:

Build a dashboard to track:

1. knowledge article usage in incident resolution.

2. The creation and approval of knowledge article.

[Swapna Abburi]

Hi @Sujal Jamwal 

For your 1st question, you can configure report on "m2m_kb_task" table which will provide details of knowledge article mapped or used in the Incident.

Can you elaborate second question?

[Dr Atul G- LNG]

Hi @Sujal Jamwal 

1st :

https://www.servicenow.com/community/itom-forum/attached-kb-article-on-incident-report/m-p/903367

https://www.servicenow.com/community/csm-forum/need-to-pull-the-reports-with-attached-kb-articles-in...

2nd part: The creation and approval of knowledge article.

What do you mean by creation? Are you asking how many knowledge bases (KB) have been created? If so, you can check the kb_knowledge table.

Approval: The approval of a Knowledge Article (KA) depends on the Knowledge Base (KB). If the KB has an approval flow attached, then the KA will go through approval; otherwise, it will not.

There is no direct way to track this since the sysapproval_approver table does not display the article number.

This is as per design.

https://www.servicenow.com/community/service-management-forum/how-do-you-associate-an-approval-recor...