KBA assignment on Incidents

[Adrian Karabin]

Hi,

I need to create report that contains following columns:

INC number | INC creation date | KBA number attached | Who attached KBA | When KBA was attached

Is there a possibility to do that with standard reporting tool?

[Uncle Rob]

The table you're looking for is m2m_kb_task

Here's a report I built... simple list view.  Only thing that sucks is that the labels don't contain their dot-walk instructions.  But basically you use the task reference to go get created/createdby... that tells you when the ticket was created (and by who).  Then I just use created/createdby on the base m2m_kb_task.  That stores the user who made the relationship happen.

[Adrian Karabin]

Hello Robert,

thank you for your quick reply.

I created report based on table name you recommended and in terms of columns it is exactly what I was looking for.

However I noticed that report does not include tickets that does not have Knowledge Record attached in Related Links, like on the screen bellow. Is there any way to bypass it so it can only check Knowledge Record field from Relationship tab?

[Uncle Rob]

What table is that related list pointing at?

[Adrian Karabin]

It's pointing at kb_knowledge table.

Our solution was to change how relationship works. Now every newly attacked Knowledge record will be always visible in Related links, thus table you proposed should work right now. The downside of it is that we can't use it for data from past.