Is there a way to know how many users viewed an incident #?

[ritaaudi]

Hi:

Is there a way to track how many users viewed an incident? Like INC12345? Some audit trail?

Thank you, Rita

[Allen Andreas]

Hi,

There's something out of box that can help with this, you'd want to use the record's sys_id though.

Please use this post and scroll down to see where Berny starts to talk about using the event log and user.view (also this is what Drew (the other poster who replied to your question) is referring to below that is covered in more user friendly detail in the link right below this).

https://community.servicenow.com/community?id=community_question&sys_id=81c78be9db1cdbc01dcaf3231f96...

Otherwise, there isn't anything that's extremely user friendly...you'd have to use a custom option for that, sort of detailed in this post:

https://community.servicenow.com/community?id=community_question&sys_id=2d71cb29db98dbc01dcaf3231f96...

Please mark reply as Helpful/Correct, if applicable. Thanks!

[Allen Andreas]

Hi,

I just wanted to check in on this. If my reply helped guide you correctly, please mark it as Helpful & Correct.

Thank you!

[DrewW]

So this sounds simple but its complicated.  What do you mean by viewed?  Is viewed just going to the form?  What about the list, report, export or web service?

If all you want is to count the number of people who have opened the form then there is a "view" event that is triggered every time they load the form.  So you can just add a field to the incident called something like view count and then run a job once a day that summarizes the "user.view" events in the sysevent table and add those numbers to the existing total.
https://<YOUR_INSTANCE>.service-now.com/nav_to.do?uri=%2Fsysevent_list.do%3Fsysparm_query%3Dsys_created_onONToday@javascript:gs.beginningOfToday()@javascript:gs.endOfToday()%255Etable%253Dincident%255Ename%253Duser.view%26sysparm_first_row%3D1%26sysparm_view%3D

If you want to capture all of the other stuff then you need to take apart the data in the syslog_transaction table and that gets a lot more complicated.

[Jaspal Singh]

Hi Rita,

As comments above state there isn't anything OOB that fits your requirments but few links suggested by Allen can be given a check for some custom workarounds. In addition, you can check how it works for knowlege article where view count increases after every view & build something using that as base.

Though there does not exists anything for record view there exists a table Report Stats (report_stats) that shows how many times report has been executed, set as homepage, etc. which may be useful in future.