Is there a view/download count for 'Attachment link' articles?
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02-04-2022 02:44 AM
We've enabled 'attachment link' on several articles where we want the attachment to be automatically downloaded. I've noticed that this behaviour doesn't increment the article's view count. Is there a separate download count recorded somewhere so we can track article usage?
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Knowledge Management
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02-04-2022 02:52 AM
Hi
You can find those details in kb_use table.
Thank you
Prasad
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02-04-2022 02:58 AM
Thanks Prasad. kb_use shows the article view count but when 'attachment link' is enabled users don't open/view the article as such because the attachment automatically downloads instead. I've noticed the view count doesn't increment in this scenario but I'd still like to track how many user's click on the link (and hence download the attachment).
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02-04-2022 03:10 AM
Hi Rachel,
I dont think so there is OOB way to understand how many users downloaded the attachment neither its getting stored in any table as per my knowledge.
Also as it just download it will be difficult to catch it in any field.
Thank you
Prasad
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02-04-2022 03:51 AM
Out of curiosity, what is the advantage you see to having the attachment download automatically? (I always like learning what strategies other KMs are using.)
I ask because we tend to find with our info that we have to provide a lot of context or instructions with whatever attachment we're providing. Therefore, we always have folks open an article and then grab the attachment they need.
Have you considered if gaining the view count would be worth turning off "Attachment Link" and having the attachment in a regular article?
(Granted, you still may not know exactly how many people downloaded the attachment - people could come to the article and not download your doc.)
In general, the lack of click-through rates in articles, from search, etc. has been a little frustrating. We'd love more analytics. (But I also hear some folks just use Google Analytics with ServiceNow in order to get the info they want.)
Anyway, just curious. Thanks for putting this question out there!
