Knowledge Use (Tab) vs. Use Count (field)???!!!

Urdana · ‎01-28-2020

Is someone going to help me??? I need to know what is the difference between USE COUNT (field) and KNOWLEDGE USE (tab) in an article.

I have been looking everywhere in your KB for four days and there is NO information at all.

I AM NOT ASKING ABOUT THE DIFFERENCE BETWEEN USE COUNT vs. VIEW COUNT

This is an urgent issue we are experiencing!!

Ajay_Chavan · ‎01-28-2020

Hi There,

Use Count in KB article in number of time the article has been attached to a Task.

and

KNOWLEDGE USE tab will give you details like

1.User has Used a particular article a

2. User has vied a particular article

for more details you can play around with knowledge management also refer servicenow docs

if this helps please mark correct and helpful response

Regards,

aj

Glad I could help! If this solved your issue, please mark it as ✅ Helpful and ✅ Accept as Solution so others can benefit too.*****Chavan A.P. | Technical Architect | Certified Professional*****

View solution in original post

Brian Lancaster · ‎01-28-2020

So doing some testing the Knowledge Use tab seems to track every time someone view the article including who viewed it and when. The use count filed is not updating or me so I'm guessing that this is an old deprecated field that is not longer used.

Urdana · ‎01-28-2020

That is exactly what happens to me.

So the VIEW COUNT is basically a feature that does not work?

Thanks

Brian Lancaster · ‎01-28-2020

Most likely it is a old field from a much older version of ServiceNow that is no longer used. Like the SLA Due on the incident table. This field became deprecated after the moved to the incident_sla table so you could have more the one SLA on an incident. But they could not get ride of it in case a customer was using it at one time.

Urdana · ‎01-28-2020

Thank you Brian!