How to Dynamically Track Knowledge Article View Origins

[Anil Karthik N]

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:

1. 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.
2. 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

[larralapid]

To dynamically track Knowledge Article view origins (e.g., who viewed it and from where), use a combination of:

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✅ 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

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✅ 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.

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✅ 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.

[Anil Karthik N]

view_use field is not available on kb_use table

Can you suggest any other way?