About SNOW kb_use table write access

mandy2 · ‎11-02-2015

Hello all,

Do anyone know well about SNOW kb_use table?

From the OOB ACL, I found knowledge_admin role is required to write, delete, create records in that table.

But from my testing with below instance, Build date: 09-03-2015_1003, if we dont grant any role to user, after he view any articles in portal, then check the kb_use.list and notice that there is a new entry generated for the user, indicates who, when viewed which article.

Does it mean every user (no knowledge_admin role is required) can write record into kb_use for this version of instance?

My own instance:

Statistics for: Demo Server @ dev12687.service-now.com:80 at: Mon Nov 02 03:20:08 PST 2015 (Refresh)

Connected to cluster node: app128180.sin1.service-now.com:dev12687001

Build name: HEAD (Fuji)

Build date: 09-03-2015_1003

Build tag: glide-fuji-12-23-2014__patch8-08-25-2015

Instance name: dev12687

Instance ID: c7c5bc4c6f5b750023b2a9cc5d3ee40f

Node ID: 53f486e121de5d294f66d1057d685645

IP address: 10.132.128.180

MID buildstamp: 2015-09-03-1003

Load-balancer status: Singleton:Online

Database latency: 15

Offering: enterprise

But when I tested on another instance with Build date: 08-27-2015_1458, user who has no role, after viewed the articles on portal, there will unable to generate any entries for that user. Looks like special role is required.

So I tried to grant "knowledge" role to that user, and view some articles again on portal, new entries can be generated in kb_use.

Statistics for: Demo Server @ pearsonhrdev.service-now.com:80 at: Mon Nov 02 03:20:02 PST 2015 (Refresh)

Connected to cluster node: app128076.lhr1.service-now.com:pearsonhrdev002

Build name: HEAD (Fuji)

Build date: 08-27-2015_1458

Build tag: glide-fuji-12-23-2014__patch7-hotfix3-08-25-2015

Instance name: pearsonhrdev

Instance ID: c513c0686fb3b10023b2a9cc5d3ee41b

Node ID: a65de1e271181018caa1f1a9ed9625e4

IP address: 10.201.128.76

MID buildstamp: 2015-08-27-1458

Load-balancer status: Online

Database latency: 13

Offering: enterprise

I noticed the Build date is different. Is that because of the version difference? Do anyone have the same experience pls?

sergiu_panaite · ‎11-02-2015

Hi there,

Out of box there is a scheduled job that updates the knowledge use "Count Knowledge Use". And, table kb_use has a reference field pointing to kb_knowledge, so when kb_knowledge gets a new record, kb_use should get one as well.

Regards,

Sergiu

mandy2 · ‎11-02-2015

Hi,

Yes, I read this article about how the count works for kb_use.

How are knowledge article use count and view count added in kb_use table from attach to incident

But in my case, it's different, I just want to know if any special role required to write user's VIEW articles activities into kb_use table.

Because the behavior can not be reproduce in my personal instance. The only difference we can find is build number: good one is Build date: 09-03-2015_1003, not working one is Build date: 08-27-2015_1458.

sergiu_panaite · ‎11-02-2015

I think the instance where it's not working (Fuji P7HF3) is affected by a known problem (PRB636452). This PRB has been fixed starting with Fuji P8 (your dev instance), so any users without any roles viewing a KB article would trigger a platform to add an entry in kb_use:

ServiceNow KB: PRB636452: The kb_use table in Knowledge v3 does not work for users without roles (KB...

I would this helps.

Regards,

Sergiu