Triggers for "used" Flag Set to True in the [kb_use] Table

[senon]

Hello Experts,

I am currently investigating the conditions under which a record is created in the kb_use table when a knowledge article is used. The kb_use table contains a boolean field "used" to indicate whether a knowledge article has been utilized. My focus is on identifying the triggers that set "used" to True.

Based on my research, I have identified the following two cases where a record is created:

1. When performing a contextual search on the Incident form in the Platform and clicking the "Attach" button.
   
2. When using the "Attach" option within Agent Assist in Service Operation Workspace (SOW).
   

Are these the only out-of-the-box triggers for reporting the usage of knowledge articles by agents, or are there any other triggers that might create a record in the kb_use table? If you have additional insights or examples, please share the details.

Thank you for your assistance.
Best regard.

senon

[Ankur Bawiskar · Accepted solution]

@senon 

yes as per my knowledge only those 2 places.

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Ankur Bawiskar · Accepted solution]

@senon 

yes as per my knowledge only those 2 places.

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Ankur Bawiskar]

@senon 

Whenever an article is viewed from OOB article view page like kb_view or kb_article_view page, system increments the sys_view_count field for that article and at the same time an event is raised to add a row in kb_use table.

better explanation here

How sys_view_count and kb_use table works? 

Understanding KB_Use Table 

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Ankur Bawiskar]

@Shivalika 

Hope you are doing good.

Did my reply answer your question?

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Shivalika · Accepted solution]

Hello @senon 

Kb_use is populated when article is directly viewed, attachment is viewed, if it is viewed in portal, if it is viewed in native view. 

You can refer below also - How sys_view_count and kb_use table works? - Support and Troubleshooting

Understanding KB_Use Table - ServiceNow Community

Kindly mark my answer as helpful and accept solution if it helped you in anyway. This will help me be recognized for the efforts and also move this questions from unsolved to solved bucket. 

Regards,

Shivalika 

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