Why is kb_use generating multiple identical records?

[SakshyaR]

Hi All,

I need some clarification on how the kb_use table works.
I’m seeing multiple duplicate entries with the same timestamp for the same user (screenshot attached).

Can someone please help me understand:
• Why these duplicate records are generated?
• How exactly the kb_use table logs or captures usage?

Any guidance or insights would be appreciated.

Thank you!

[Dr Atul G- LNG]

Hi @SakshyaR 

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0693342

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1220880

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0715776

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0817930

[Chaitanya ILCR]

Hi @SakshyaR ,

I was able to replicate this

this happens when the users view the article from the contextual search 

as the users open the KB results and view the articles a event is fired (kb.view) 

if the users open the KB article twice the event gets fired twice (no.of view = number of events)

if the user had opened and viewed the article in short space may be being in the different tabs of the same browser the events will be fired and when the system processes them there is a script action that creates a kb_use record as these are events are in queue at the same time and process within no time the script action runs multiple times and creates the multiple kb_use records 

Please mark my answer as helpful/correct if it resolves your query.

Regards,
Chaitanya

[SakshyaR]

The KB article shown in the screenshot have different sys_ids. I searched the sys_ids in the kb_knowledge table and found two KB records — one is retired and the other is published.