Knowledge[kb_knowledge], the view count help

[Ralton Stewart]

In the Service Now Table "Knowledge[kb_knowledge]", the view count is a total of all views towards a KB article. Is there a way to count the unique user view count?
Basically what I mean is, if 1 user views a KB article 10 times the current view count field shows it as 10 total views but my request is to have a field to have per user view count meaning if 1 user views a KB article 10 times then the new field should have the unique user view count value as 1. Is this possible?

[Dr Atul G- LNG · Accepted solution]

Hi @Ralton Stewart 

You can create a Score report 

and use view as like:

https://www.servicenow.com/community/platform-analytics-forum/creating-report-with-unique-views-coun...

[Dr Atul G- LNG · Accepted solution]

Hi @Ralton Stewart 

You can create a Score report 

and use view as like:

https://www.servicenow.com/community/platform-analytics-forum/creating-report-with-unique-views-coun...

[AndersBGS]

Hi @Ralton Stewart ,

In general you can follow the article created by Adam Stout for Dashboard utilization: https://www.servicenow.com/community/performance-analytics-blog/tracking-and-reporting-on-dashboard-... but replace below code:

gr.addQuery('url', 'STARTSWITH', '$pa_dashboard.do?').addOrCondition('url', 'STARTSWITH', '$dashboards.do?');

with 

gr.addQuery('url', 'STARTSWITH', '$kb_view.do?');

as when looking in sys_ui_navigator_history table, you will se below for when a knowledge article is read:

By doing this, you will get a list view of which users that have accessed which knowledge article. 

Afterwards you can create a report based on the newly created table. 

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

best regards

Anders

[AndersBGS · Accepted solution]

Hi @Ralton Stewart ,

Actually, utilize the kb_use table, this shows everything that you would like to know:

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

best regards

Anders