Need to Get List of Incident without KB attached in the Related List

[vishal065]

Hi,

Is there a way to pull a report in order to fetch the list of Incidents having no Knowledge attached in it's related list ?

Regards

Vishal

[Alikutty A]

Hi,

You can create a List report on incident table with filter condition as Knowledge is false. (Assuming Knowledge is attached upon resolution)

Thanks

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[vishal065]

Hi Alikutty,

Thanks for your response.

There are many cases where Knowledge is unchecked and article is attached to the Incident.

In that case the report's data is not correct.

Is there any other method to achieve this ?

Regards
Vishal

[Alikutty A]

Hi Vishal,

I do not see a direct way to get your data on all incidents that don't have an article. You can additionally get the list of article attached to an incident from the m2m_kb_task table. Please try this URL and see if it adds additional data.

https://your_instance_name.service-now.com/m2m_kb_task_list.do?sysparm_query=task.sys_class_name%3Di...

Replace with your instance name.

I suggest to export data from both the queries to get a unique list of incidents that have articles attached. Then compare it against the full list of incidents to get those entries which are not having articles (Need some excel work)

Thanks

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[Alayna1]

This does not yield the correct results. When setting Knowledge to false all it means is that there was no Knowledge article created as a result of the resolved INC. 

Looking for something completely different. Need to know how to find which INCs were resolved where the IT Support agent did not attach (use) a Knowledge Article to get to resolution.