Can we add a "KB ID" field in an Incident template and have it increment the use count ?

[Rene Dugas]

Hi,

Our Knowladge managerment team closely follows the % of KB use in Incidents.

On the other side, we have technicians that need to fill many incidents on a daily basis and they are looking for shortcuts so the use of Incident templates as increased,

With that said, you can imagine that KB use is decreasing at the same speed.

Is there a way to add a KB ID field in Incident templates and to have the use count increment 1 use when that template is used in an Incicent ?

Thanks in advance !

[Kieran Anson]

Do the incident templates contain the content of the knowledge article, or a link to a KB article? Are you able to provide an example of what these templates contain?

[Rene Dugas]

Hi Kieran, 

Our analyst fill the work note field with a link giving access to the KB, but it doesn't count as a use. (see screen capture)

And there is not "KB ID" field that can be added.

On the same note, I found a post on the KBM forum asking the same thing from another point of view.

https://www.servicenow.com/community/knowledge-managers/using-incident-templates-with-attached-knowl...

Rene

[Kieran Anson]

I would probably implement a business rule to check the journal entry and create a record in the kb_use table