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

Thompson · ‎05-28-2023

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

Eoghan Sinnott · ‎05-29-2023

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,

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ITProMD · ‎11-14-2024

This was super helpful to me this morning, first off thanks for that.

To someone still learning the database/table side of the house, can you explain why you put sys ID = is not empty? If you are setting it to attached knowledge, I would've thought you'd put IS EMPTY if you want to show any incidents without KA's? Thank you!

Dennis25 · ‎11-17-2024

Hi,

The main point is that we are querying for records in "Incident" table that do not have related records in "Attached Knowledge" table.

So the important consideration to the Related List Condition is the "Equal to 0" part (which I had put in a green box in the original screenshot). You can also use "None" operator. I get the same results.

And you don't need to even put in a condition for the Related List Condition after that.

Example that worked for me:

OR

Sheh · ‎04-08-2024

Hi,

is there any solution for this ?

Thak you