How do I run a report to see how many unique KBs were used (linked to inc) vs not used (not linked)?

[cavila]

We have a requirement to link a KB to an INC in order to set it as Resolved.  I want to find what percentage/number of our entire Published KBAs were linked to an incident in a defined timeframe.  Thanks in advance for your help!!

[AP4 · Accepted solution]

Hi, 

You can use the m2m_kb_task table.. it will show you the articles and corresponding INC (you will need to dot walk between knowledge and task tables to get what you need).

Hope this helps.

Regards,

[AndersBGS]

HI @cavila ,

Please see the community post from 2022, which I think is an answer to your question: https://www.servicenow.com/community/itsm-forum/view-how-often-kb-article-has-been-attached-to-incid...

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders

[AP4 · Accepted solution]

Hi, 

You can use the m2m_kb_task table.. it will show you the articles and corresponding INC (you will need to dot walk between knowledge and task tables to get what you need).

Hope this helps.

Regards,

[Kim27 · Accepted solution]

Using the "Knowledge applied to Tasks" table, I believe you will achieve your desired report as follows:

1. Set "report type" to "score" and choose one of the options that suits your needs
2.  Under "configure" choose "count distinct" and select "knowledge article"
3. Apply the filters
   1. knowledge article.workflow = Published and
   2. created = relative [desired timeframe] 
4. The result should show you the number of unique articles attached to incidents during the chosen timeframe