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Reporting based off the "Knowledge Base" field.

Cristian Peralta
Cristian Peralta Mar 24, 2023

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.

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Mikael Sandberg
Mikael Sandberg
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Mar 24, 2023 • edited

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.

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