Create a notification when reaching 20 download attempts

[MStritt]

I'm looking to create a notification, when 20 download attempts (knowledge articles) are made by any logged in user (Customer Support Portal) during a 24 hour period. How/where would I run a query to provide/show that information? And, tie it to a notification?

[AshishKM]

Hi @MStritt , 

The main part , how to count the download ( or attempts ) for this notification else you can apply required filter and trigger the notification. 

The kb_use table count the view but not the download. 

https://www.servicenow.com/community/developer-forum/is-there-a-table-to-check-the-number-of-downloa...

In the below thread Jaspal Singh has given an idea but that from system log tables, you can check.

https://www.servicenow.com/community/knowledge-managers/is-there-a-view-download-count-for-attachmen... 

-Thanks,

AshishKMishra

Please accept solution and mark helpful for others if it helps you

[Tai Vu]

Hi @MStritt 

Let's try the below approach.

1. Create an Event Registry in the Knowledge [kb_knowledge] for the Notification.

2. Create a Script Action triggered when the event attachment.read fired.

3. Add condition only runs when table is kb_knowledge. Then calculate the total event in the day to verify if it reaches 20 times.

Sample below.

var date_query = "sys_created_onONToday@javascript:gs.beginningOfToday()@javascript:gs.endOfToday()";

var gaEvent = new GlideAggregate('sysevent');
gaEvent.addQuery('name', 'attachment.read');
gaEvent.addQuery('table', current.getTableName());
gaEvent.addQuery('instance', current.getUniqueValue());
gaEvent.addEncodedQuery(date_query);
gaEvent.groupBy('instance');
gaEvent.addAggregate('COUNT', 'sys_id');
gaEvent.query();
if(gaEvent.next()){
	var total =  parseInt(gaEvent.getAggregate('COUNT', 'sys_id'));
	if(total === 20){
		var grKnowledge = new GlideRecord('kb_knowledge');
		if(grKnowledge.get(current.table_sys_id)){
			gs.eventQueue('<your_notify_event_name>', grKnowledge); //Replace your event name
		}
	}
}

Cheers,

Tai Vu

[AshishKM]

Hi @Tai Vu ,

Thanks for sharing code here , does this code count the total downloads or just read.  

-Thanks

[Tai Vu]

Hi @AshishKM 

The approach above is referenced from your comment.

One observation I've made is that when we click on the attachment, it opens the following URL.

URL: https://<instance_name>/sys_attachment.do?sys_id=<the_sys_id_attachment_record>

Following this, the event attachment.read gets triggered.

In scenarios where the instance utilizes the Document Viewer in the Knowledge [kb_knowledge] table, we may need to explore another way to identify when users open the Viewer or download the content.

Cheers,

Tai Vu