How are knowledge article use count and view count added in kb_use table from attach to incident

[lakshmir]

Hello all,

The article view count and use count increases each time the article is attached to incident.

It is out of box functionality.Can somebody explain from where it triggers to increase the count.

[andrew_venables · Accepted solution]

Hi Lakshmi,

The 'Attach to Incident' button comes from the UI Macro called 'kb_view_attach_button'.

Which calls a client JavaScript function named 'attachIncident2' in the UI Script 'KnowledgeFunctions'.

This in turn calls the function 'kbAttachArticle' of a Script Include called 'KnowledgeAjax'.

Inside the script include, an event is fired called kb.use and this event is picked up by a System Policy>Script Action named 'Knowledge Use' which creates a new record in the kb_use table indicating the kb has been used in an incident.

The use_count field on the kb_knowledge table isn't actually used for keeping this count, although you could quite easily use a business rule on the kb_use table to keep it sync'd.

The view count is stored in the sys_view_count field of the kb_knowledge record and is incremented whenever the article is viewed via kb_view.do

Hope this helps

Andy

[lakshmir]

Thanks a lot it was very helpful:)

[katherinejones]

Can you confirm that when a user goes through the steps of attaching knowledge to a task, that both the Use and the View counts increase by 1?   Specifically,

User has a task open, let's say an INC.

They use the Search Knowledge icon beside the Short Description field.

The see a KB in the search result that looks good and they select (open) it.

They use the Attach to Incident button.

They are returned to their INC and Update it.

Does that count as both a View and a Use?

[aliberc]

Do you have any information regarding the new updates with Geneva patches and how the Usage and Views are affected?

We were in a discussion of removing the step of attaching the KB articles but seems that this should be used in order to get the counts in usage of every article, do you know if filling the KB field could take the function of attaching the kb article?

Thank you!!