How to Dynamically Track Knowledge Article View Origins
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06-18-2025 07:51 AM
Hi All,
I have a requirement to track the origin of knowledge article views dynamically in the kb_use table.
Key aspects of the requirement:
- The origin should include every possible location (e.g., Virtual Agent, Workspaces, HRSS My IT, Now Mobile, etc.) without requiring manual updates whenever a new location is added.
- Existing records in the kb_use table should also be classified retroactively based on this new field.
Has anyone achieved a similiar solution. How can I achieve this?
Thanks in Advance
Anil Nuthakki

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06-18-2025 12:19 PM
To dynamically track Knowledge Article view origins (e.g., who viewed it and from where), use a combination of:
✅ 1.
Knowledge Use table (kb_use)
ServiceNow automatically logs views in the kb_use table, which includes:
user
knowledge (article reference)
date
view_source (can be extended)
📍Navigate to: Knowledge > Administration > Article Views
✅ 2.
Capture Source Context
To track the origin (referrer) such as Case, Incident, or Virtual Agent:
Option A:
Extend the view_source field
Add logic to populate the source when article is opened:
If article opened via sn_customerservice_case, populate view_source = "Case"
If via VA dialog, set it to "Virtual Agent"
Use a Business Rule or Script Include tied to the view logic.
Option B:
Pass source via URL parameter
When linking to the article, append:
?view_source=case
Then write a UI Script or use Client Scripts to log that value to kb_use.
✅ 3.
Reporting on Views
Create reports from kb_use, grouped by:
Article
User
Source (if tracked)
Date
This gives full audit capability of what was viewed, by whom, and via which channel.
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06-24-2025 03:49 AM
view_use field is not available on kb_use table
Can you suggest any other way?