Report on knowledge article attachments to interaction records?

[mburns74451]

Hi there,

Is there an out of the box way to report on knowledge articles attached to interaction records? Looks like this is built out for items tied to the task table, like incidents. Just haven't been able to find anything for interaction records and knowledge article attaching.

Something similar to this post would be ideal... Reporting on Knowledge Articles used to resolve In... - ServiceNow Community

Thanks!

[Allen Andreas]

Hi,

You can try reporting on the interaction_related_record table and looking at the Knowledge Article field.

That would have a value if an article was associated with the interaction record.

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

[mburns74451]

I got there earlier but didn't seem like you could configure the report to let you know if it was attached to the interaction record or not. We have some L2 groups that would like to measure how often knowledge articles are being attached to interaction records.

[Allen Andreas]

Hi,

Sorry if my reply above wasn't helpful.

The process would be that the agents would create that interaction related record and then choose the knowledge article, thus you can then report on it. Otherwise, there isn't anything automatically out of box that supports it and ServiceNow had stated they don't plan to add it (and make it easier), unfortunately.

The table record I mentioned has an interaction reference and knowledge article reference, those two things give the end result that it was attached/associated to the interaction.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0854171 

You could of course try and automate this, but the framework is there.

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

[Ethan Davies]

Hey,

There's nothing OOB that does this the same way as it works for task records as you mentioned. The official ServiceNow line is here.

It seems that the adding of the Knowledge Article as a Related Record as part of your Interaction process would be the recommended approach by ServiceNow (this is show in the article I linked). Once you add the interaction_related_record knowledge record you would be able to report on that Related List using standard reporting methods, or report directly from that table.

There are some custom solutions that you could make to get this to work exactly like the task process, but you would be customising the OOB workspace and interaction process / behaviours, and would need to design and develop with that consideration.