We implemented the functionality to allow a user to either add a KB URL or the actual KB article content to an incident however it seems that it broke the ability to accurately report from M2M_KB_Task table because it broke the business rule on the cxs_rel_doc_detail table which adds records to the M2M_KB_Task table. The cxs_rel_doc_detail table shows when a person previews a knowledge article, and/or attaches that knowledge article to an incident. Now records are only added to cxs_rel_doc_detail table when a user clicks on Preview and then “Attach to Incident” from that Preview window. However, if a person clicks on “Attach link” or “Attach article”, these actions are not recorded in cxs_rel_doc_detail. We are not able to find the functionality for where clicking the Attach button creates a record in the cxs_rel_doc_detail table. Does anyone know how to report on all KB's attached to an incident regardless of how the KB was actually attached? Is there a way to report the number of incidents regardless of how many KB's were attached because currently it counts the incident again for every KB article attached?
