Attached KB Article on Incident Report

Peter B · ‎01-25-2021

Hello Community,

I need help here - I am tasked to create a report that shows how many incidents have KB articles attached to them, any suggestions? On our incident's table, when you scroll down, there is a tab that says " Attached Knowledge" where you can attach an existing KB article that helped resolve the issue. I am looking to find out how to report on this thank you.

Maik Skoddow · ‎01-25-2021

Hi @Peter B ,

for your reporting use case you have to add a so called "Related List Condition":

Click on filter icon, then expand section "RELATED LIST CONDITION" and finally select "Attached Knowledge".

After refreshing report you will only get incidents with attached knowledge articles.

Kind regards
Maik

If my answer replied your question please mark appropriate response as correct so that the question will appear as resolved for other users who may have a similar question in the future.

View solution in original post

Maik Skoddow · ‎10-19-2021

Hi @Susan Thomas

you will not find the linked knowledge articles at incident records. The relation between incident and knowledge articles is n:m. That means many incidents can have many knowledge articles attached. A reference field at incident table can have only one value.

And by the way: The field "Knowledge Record" will hold a reference to knowledge record in case that knowledge article have been created out of the incident contents. In that case the field "Knowledge" would be "true".

Kind regards
Maik

manishK28021991 · ‎04-06-2024

HOW CAN I GET REPORT OF ALL INCIDENT CREATED WITH THE KB ARTICLE NUMBER

AshwiniSawant · ‎05-15-2025

Hello @Maik Skoddow,

Good day

I need to create a report in which users should be able to see which applications services have knowledge articles attached to them and also those records which don't have knowledge articles attached to Application Services.

Could you please suggest on this?