Knowledge Articles updated by the Consultants

[RohitDhiman]

Requirement: To capture the Knowledge articles(KB) created or updated in a month.
For this, we have created the following two reports:

Report 1: Knowledge articles created by the consultant and in the published state - It's available in Service now.

Report 2: Knowledge articles updated by the consultant and in the published state (Screenshot attached). We check the 'revised by' field for the updating of KB articles.

Problem: Whenever the KB article is updated, the 'revised by' field is updated by the consultant who is modifying that KB article. However, the 'created by' field of that KB article is also getting updated. As a result, we are unable to fetch accurate data.

Could someone please help me with how to fetch the correct data?

[Dr Atul G- LNG]

Hi @RohitDhiman 

I tested this in my PDI and  I think is expected behaviour. As new version getting created every time so the user who create new version wll replace it. but if you want to report report as pr version

[RohitDhiman]

Hi @Dr Atul G- LNG,

Thank you for the input. I have tested this further. If an approver approves the KB article, the version is also updated. As a result, we are unable to fetch the actual modifier of that KB article.

Regards,
Rohit Dhiman

[Dr Atul G- LNG]

Yes @RohitDhiman 

This is expected behaviour, bcz KB work on version system and each action update version.

You may need to update your query with state = Published. 

[RohitDhiman]

Hi @Dr Atul G- LNG,

Thank you for your input. The report has been generated for the published KB articles, with a screenshot attached. However, it does not fulfill our requirement to verify the actual modifier of the KB.
Is it possible to generate a report where we can exclude the approvers from the list?

Regards,
Rohit Dhiman