Report on Resolved Incidents with Attached Knowledge

[michaelrfisher]

I am running Knowledge Management v3 on Helsinki, and am looking for a way to report weekly on the number of Resolved Incidents in the previous week that have attached knowledge.

When an article has been attached, I can see the link in the Incident, but in the Report interface I am not finding how to grab and report on that.

Where should I look, please?

[michaelrfisher]

I am experimenting in the Knowledge Applied to Tasks [m2m_kb_task] table, but even though there's access kb_knowledge fields such as knowledge article.Number and knowledge article.Short description, those fields are coming back empty when I add them to the report. The dot ain't walking.

[michaelrfisher]

Another table I found which seems more useful is cxs_relevant_doc_task.

A record gets populated into this table anytime a knowledge article is linked to a task, or when "This Helped" is clicked. I have created a simple weekly report that is sent to the Service Desk to help them track which of their agents are searching and linking knowledge.

User	Created	Relevant to	KB number	KB short description	Relevance type
Bo   Adams	02-03-2017 20:45:00	Incident: INC0669548	KB0010418	Citrix - Application fails to   launch	attach
Eric Dossland	02-02-2017 07:46:00	Incident: INC0670333	KB0011039	Outlook — Not responding,   stopped working, freezes, or hangs	attach
Tim Nigel	01-31-2017 10:26:00	Incident: INC0668449	KB0011193	Apple iPad — Device Disabled	attach
Armand Gomez	02-02-2017 08:29:00	Incident: INC0670393	KB0011079	Microsoft Outlook 2013 — Secure   Mail inoperable or will not enable	attach
Bo Adams	02-03-2017 17:32:00	Incident: INC0669178	KB0010418	Citrix - Application fails to   launch	attach
Kimberly Lyft	02-01-2017 09:39:00	Incident: INC0669329	KB0011245	Stateless Redirection Process	attach
Kimberly Lyft	02-01-2017 09:39:00	Incident: INC0669329	KB0011245	Stateless Redirection Process	attach
Scott Stedman	01-31-2017 13:43:00	Incident: INC0668709	KB0011253	Citrix - How to Identify an Open   Session	attach

[EmilyAWN]

cxs_relevant_doc_task is exactly what I need for reporting, however, I don't have access to the table and my devs have shown me that cxs_relevant_doc_task doesn't show up under System Definition > Tables so they're at a loss as to how to get me access to report on that table. I even verified in my dev instance that it's not listed there. I have cxs_relevant_doc and cxs_rel_doc_detail but cxs_relevant_doc_task is missing. It does, however, appear in System Definition > Tables & Columns. What are we missing?

[Allen Andreas]

Hmm...so off the top I'm thinking that if you create a new field that is read only, or even hidden, and basically is scripted to log "true" like a boolean or something when a KB article is attached, then you can pull a report from the incident table and look at that. You could further also log the article title as well if you were wanted specifics.

That's just me randomly brainstorming.

I'm looking in to reports now to see if there's anything else that doesn't require all that.