used count in kb_knowledge is not matching with m2m_kb_task and Kb_use. Why?

[Naresh27]

hello Community,

Please help me to resolve with kb use count issue, As far as I understand that

• in (Kb_use table)
  • Whenever a user attach the article to the incident, at that moment a record will be inserted here with Used column as True, also with user name and Time.
  • Additionally, whenever a user Navigate to an article by its URL, another record will be inserted with Viewed as True.
• Attach to task (m2m_kb_task)
  • Whenever a user attach the article to the incident, at that moment a record will be inserted here with its attached Task and article
• Use count and view count in (Kb_knowledge)
  • Here to get use count and view count, I mostly guess they both increments every time a user attaches article to a Task and view by URL.

if this is the case,

for any particular article XYZ,

record count(with filter Used=True for XYZ) from kb_use   = Used Count in kb_knowledge for article XYZ = Record count (with filter by article XYZ) from m2m_kb_task.

But this is not the case,the numbers does not match for all articles, Used count from kb_knowledge >kb_use>m2m_kb_task.   Why? Do I am wrong in understanding these tables.

what is the reason for that. Please help me

Thanks

[michaelskae]

Hi Nadon,

Do you use the "Attached Knowledge" related list? Do you attach articles using "Edit..."?

If so, that UI Action won't add a record to kb_use - only a new record in m2m_kb_task. The "Edit..." UI Action is generic for all related lists, so will not have any contextual actions for Knowledge Management.

As far as I know, only the "attach" button as part of Contextual Search will log the attachment in m2m_kb_task:

Attach an article

Perhaps you can disable the "Edit..." button so only Contextual Search can be used - and will track all attaching events in kb_use?

Edit the List Control for the related list "Attached Knowledge" and select the "Omit Edit Button" option:

Configure list controls

Mike

[AP4]

I don't understand the differences as well and why the numbers (between Kb_use, Kb_knowlege, and m2m_kb_task tables) are not matching (as far as KB Article usage is concern).. Hopefully ServiceNow can clarify... Thanks.