Consolidated Incident Report that shows if an incident has Knowledge not attached/attached

[Thompson]

Hello All,

I'm trying to build a report for my team where are I can see how many incidents have knowledge attached and how many incidents do not have knowledge attached.

I was able to generate a report where knowledge is used with the help of 'Knowledge Applied to Tasks', I still cant figure out how to find incidents with No knowledge attached.

I hate to do the manuel way and looking for just 1 report that will give a consolidated incident report with and without knowledge attached.

Any help is much  appreciated. 

Regards,

Thompson

[Erik24]

Hi,

I would also be very interested in this, I have not found a OOB way to get a consolidated report with % of tickets with knowledge attached. Our dev team added a custom hidden checkbox on the Case form to pull for reports, but I would prefer if it didn't include any custom configs.

Regards,

Erik

[I_]

I'm also trying to find the same, I've asked if our dev team can create a relationship between this table and the incident and incident_sla tables, I'll let you know what I find out. Im interested to see how others have done it as there doesn't seem to be an ootb way

Ian

[Eoghan Sinnott · Accepted solution]

Hi Thompson, 

As far as I'm aware this functionality doesn't exist OOTB. As soon as someone attaches an article it will create an entry on that table, but there doesn't seem to be any option to show when that field is blank. We've tried from the m2m_kb_task table and also from the incident table and adding the 'attached knowledge' in the related field conditions without any luck.

As a work around we've made it mandatory that a KB has to be attached to all incidents before they can be saved/resolved. We then have created a 'NO KB Found / "KB0" ' article that the agents can use when they can't find a KB to attach. There's a report set up for this specific KB and is monitored weekly to see if there are genuine outstanding gaps in the knowledge base and new articles created from this. It's also a good way of updating articles with relevant meta data/identifying coaching opportunities for the agents.

Thanks,

[Dennis25]

You can find out how many Incidents do not have Knowledge Applied by creating a report on the Incident table.

Then use the "Related List Condition" to filter for Incidents where there are no records in the "Attached Knowledge" related list.

Refer documentation on related list conditions here