Reporting based off the "Knowledge Base" field.

[Cristian Peralta]

I would like to report off of tickets where the Knowledge Base field is empty. Is there any way to do this? I don't see a field ID for the Knowledge Base field I see on tickets.

[Mikael Sandberg · Accepted solution]

That is not possible, the Knowledge Base "field" is not a field, that is a link to your KBs and cannot be searched on in JQL. All that it does is allowing the agent to search your KBs and add a link to it as a reply to the customer. You do have a report that shows you how many requests have been deflected by a KB under Reports. You can also see the number of views for each KB if you go to Knowledge Base.