Report of top 100 articles viewed (list)

amarks
Tera Expert

Hi folks,

 

We are trying to produce a report for the top 100 articles viewed in the past 6 months, and I'm wondering if it is possible to get a list report.  We can do this outside of ServiceNow. We know there is a KB Articles Viewed widget in classic reporting that shows the top 10 and you can display the data table associated with it. Our users have also been able to generate a report using Platform Analytics for a top 20 report.

  • We want the report to include:
    The top 100 published articles in ranked order during the duration of the report
  • Display the can_read field for the article (currently published version)
  • Include the articles KB Category (currently published version)


Is that going to be possible to present a report like that from ServiceNow? What would be your approach and what type of effort would be involved?

Thanks,,

Adam

1 REPLY 1

MaryG
ServiceNow Employee

Hi Adam,

Yes, this should be achievable, although combining historical view counts with metadata from the currently published version is the part I'd validate first.

I'd start with the Knowledge Use (kb_use) table, filtering on Viewed = true and Created within the last six months. From there, aggregate views by article number across versions and sort descending.


The complication is that the Can Read criteria and KB Category need to come from the currently published article, rather than whichever version generated the views. A standard grouped report may not support that combination directly.


I'd first test the OOTB reporting options before considering a database view or scripted reporting solution. I'd also verify the
kb_use retention settings to ensure the full six months of history is available.


One question: when you say Can Read, are you looking for the names of the article-level user criteria, or the effective access permissions, including the knowledge base criteria? That distinction could affect the approach and effort.