How to get a report reflecting incidents closed without KBA attached

[DaniJ]

Good afternoon,

I need assistance with a report in service now related to KBA. There is not an option in SN that reflects INC or SCtasks where KBA was not attached. I am able to see KBA that were used by getting data from Knowledge applied to Tasks [m2m_kb_task] but this does not reflect KBA not used. Any assistance would be appreciated.

[Neeraj31 · Accepted solution]

Hi Danijela,

Select the table name as "Incident" in report and in filter, do changes in Related list condition.

Select table as "Attached Knowledge" and select "Equal to 0" above table name.

Please mark reply as Helpful/Correct, if applicable. Thanks!

Thanks and Regards,

Neeraj Sharma

[Neeraj31 · Accepted solution]

Hi Danijela,

Select the table name as "Incident" in report and in filter, do changes in Related list condition.

Select table as "Attached Knowledge" and select "Equal to 0" above table name.

Please mark reply as Helpful/Correct, if applicable. Thanks!

Thanks and Regards,

Neeraj Sharma

[DaniJ]

Hello Neeraj,

Thank you but this does not reflect the correct data it does not show the incidents closed with and without KBA's. No matter what filter is used. Is there another way that you know of that would assist with this data. I tried pulling data from  Knowledge applied to Tasks [m2m_kb_task] but this only shows the once that were closed with KBA's used. Thank you 

[Neeraj31]

Hi Danijela,

You need to create 2 reports, one with KB (using m2m_kb_task) table and another without KB (using incident table with above condition). Also you need to set basic condition for closed incident. 

Please mark reply as Helpful/Correct, if applicable. Thanks!

Thanks and Regards,

Neeraj Sharma

[DaniJ]

Hello Neeraj,

Yes I understand they are two different report the issue that I have under incidents is that it does not reflect the correct data even with the above conditions you mentioned above. 

Thanks