Who linked an article to a ticket

[MOKRA]

Hi.

I've been trying to figure out how to see this but cannot seem to find any documentations about this.

Is there a way to see who actually linked an article to a ticket?

Currently we have reports showing how many closed tickets an assignee has with an knowledge article attached to the ticket, however this gives an false impression as the actual press of "link article" could have been done by someone else instead of the assignee that closes the ticket.

For example: 

Peter creates a ticket that he was unable to solve, this ticket is then sent to 2nd/3rd level who then links a knowledge article to the ticket, the ticket is sent back to 1st level team and another assignee Frank gets the ticket and then closes it. 

This means when we looked at closed tickets with knowledge attached then Frank has the closed ticket with the attached knowledge, but it wasn't him who actually linked to the article but someone else.

So what we want to know is who linked an article to a ticket, not who resolved/closed a ticket with an article attached.

We are running on Tokyo version of ServiceNow and we do not have performance analytics.

[Dr Atul G- LNG]

As per my experience and knowledge @MOKRA  the L1 also link the knowledge article to the tickets. There is contextual search available on Incident form , when you tab out from Short description the list of article displayed and L1 can attach that to incident.

[MOKRA]

My question is not on attaching articles, its tracking who actually attached an article.

I can easily look up and find all closed tickets that has a knowledge article attached, but that doesn't tell me who it was that actually attached the article, it could have been attached by a colleague who didn't work on the ticket.

We are trying to spot / find out who actually uses and attaches the articles. 

If I create a ticket, but a colleague other than me links an article to that ticket, if I look at closed tickets by me that has knowledge attached, that ticket will show up for me, even though i wasn't the one who made the link between the article and the ticket.

[Eoghan Sinnott · Accepted solution]

Hi MOKRA, 

You should be able to accomplish this using the "Knowledge Applied to Tasks [m2m_kb_task]' table.

If you create a report on this table, the 'Created By' option displays who "Created" the action of attaching the knowledge to the task/ticket.

In the example below I created a ticket and attached two different articles as different users and it displays correctly.

[MOKRA]

Perfect, thank you - this was exactly the table I was looking for.