user.view event to capture tickets views on Customer Portal.

[Community Alums]

Dear Community,

The 'user.view' event is designed to capture and create event log entries when users view tickets. Is there anything in ServiceNow that extends this capability to the Customer Service Portal? I want to be able to tell when portal users (users with snc_external role) view tickets. Any help or direction would be appreciated.

Thank you,
Arun

[Vikas-Malhotra]

Hi Arun,

You can create a View for case table and then show that view on the portal. And then, You can check the user activity similarly in the client transactions.

Please mark correct or helpful if it solves your query.

Thanks!

Vikas Malhotra

[Community Alums]

Thanks, Vikas. I have a view for the case table; however I am unsure how to add this to the script action (which creates entries in the sysevent table for the specific event - user.view). Here's what I have for the script action:

Thanks,
Arun

[khadija3]

There is a dashboard 'Customer Portal Usage' to track views on the CSM portal that you can access 

Customer Service -> Administration -> Portal Usage

[Community Alums]

Thanks for the response Khadija; but I dont see the 'Portal Usage' menu item on my instance. Here's what I have:

Regards,
Arun