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    Beth Bell
    Creatiing a report that show if the incident and Knowledge...
    Topic posted August 10, 2017 by Beth BellRookie 
    53 Views, 2 Comments
    Title:
    Creatiing a report that show if the incident and Knowledge base
    Content:

    I am creating a report based on Incident table and Account table filtered by queue. Also shows if incident was escalated and to which queue. The trouble I am having is reporting on if an incident's response has an article attached I want to count. Same way with if the incident does not have an article attached.  I have tried user_trans.type='Answer Link Attached' with both count distinct and count.  The number I get back do not match.

    Thanks all!

    Version:
    Feb 2017

    Answer

     

    • Carl Elliott

      Beth,

      Your question is hard to follow.  Have you looked at report ID 172 Answers utilized by Agents.  Sounds like the report you want to create.  

    • Beth Bell
      Carl Elliott said:

      Beth,

      Your question is hard to follow.  Have you looked at report ID 172 Answers utilized by Agents.  Sounds like the report you want to create.  

      View original

      I have attached the report definition.  Yes, I have, it is helping some but still leaving out incidents with a answer link attached in reply.

      Thanks!

      Beth