Default report: Requests resolved

Question

In the default reports, the following report is described as :"Requests resolved – Lists the number of requests resolved with and without knowledge base articles"

How is the JSM recognizing if the request is resolved with KB articles or if it is resolved without KB articles?

Dan Breyen · Accepted Answer

Hi @assem.alghobary welcome to the community.  I've found to get a Request Resolved with an article will count if you add the KB article to a "Reply To Customer" by clicking the 'Share as Comment' icon when searching for your Knowledge Base articles in the Details section of your work item.

Hope that helps.

Marc -Devoteam- · Accepted Answer

Hi @assem.alghobary

Welcome to the community.

The requests resolved with an article is when an agent adds an article in the comment and share with the customer.

Without an article, its set a resolved only.