Is it possible to link a knowledge article to a related Support Ticket?

Question

I want to be able to report on the number of times a knowledge article is associated with resolving a support ticket/request, how many new Articles are created from a Support Ticket, and how many Support tickets are missing a Knowledge Article. Is this possible?

Rachel Thompson_g3z03u · Answer

Hello Dan, Thank you for the feedback! That does sound very promising on the reporting side of things. It appears the only reference in Community is adding a Jira Macro on the KB. I was looking for something to add to the Ticket or does it do both? Do you happen to know?

Dan Breyen · Answer

Hi Rachel, I can answer part of your question.  If you look in your JSM reports, there should be one called 'Requests Resolved'.  You may need to tweak it for your environment, but it should include "Requests resolved without an article"  Hope that helps.