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.

[erikacuare]

Hi! 
I've tried to perform below in my PDI and when I check it on kb_use table, I can see the used set to true value.

1. When performing a contextual search on the Incident form in the Platform and clicking the "Attach" button.

But in my current project instance this related search is not visible, I've also search through script if there are script for  "used" but I couldn't find any.  May I know if there's other action it how it would set to TRUE?