Is there a log of record views in mobile agent?

[Michael Culhan1]

We have a report based on a PA indicator that collects the number of incidents viewed by an agent each day (yes, this may be a stupid indicator but that is the requirement).  PA gets the views from user.view records in the sysevent table.  This works fine for incidents viewed in the platform, agent workspace (this actually took some jimmying to create an event upon incident view) and mobile classic.  However when agents view incidents from the mobile agent app, an user.view record is not created.  As an alternative, I've been looking at the syslog_transaction table, specifically records where Original Application is ITSM Mobile Agent and URL starts with /api/now/sg/document.  The trouble is, this kind of transaction record is generated for both list views and record views (and probably some other stuff as well).  Is there any other way to approach this to isolate only the case where the agent goes into a record?  I've also looked at User Experience Analytics but this doesn't have the specific user id's.  

[Rameswar1 · Accepted solution]

Hi Michael,
URL/ User Agent on the syslog_transaction may not help you with a working solution here. As you have noticed, unlike the classic app, there is not much that can differentiate whether a transaction is from the app or the platform solely based on the transaction log.

One out-of-the-box solution that I can suggest would be having the UX analytics for mobile enabled: User Experience Analytics for mobile applications

Since you already have an event for this, I guess you can create a funnel report based on that event to track this metric: Create a funnel report

 

[Michael Culhan1]

Thanks for your reply.  I tried User Experience Analytics a while back but the userid's are anonymized because this data resides in a central repository.  Do you know if the source data for UEA is stored somewhere locally on the instance?  This would probably give me what I need.

[Rameswar1]

Yeah, that is a challenge with UXA, ServiceNow does not store/share that data anywhere locally on the UXE DB, the user id shown is actually a hashed (SHA256 hashing is used) value of the sys_id of the individual user.
So, if let's say you want to find if a particular user used the applet, you may still pick their sys_id, convert it to the corresponding SHA256 hash value (you can find online tools for this), and then you can try to locate that on the UXA board. Unfortunately, however, this doesn't work where you would want to have a board that presents all the user names straight away.

So, utilizing the UXA would still require some manual work in this particular use case but if you wish to view an overall pattern of how a particular applet, for example, is used then my approach would help. 

[Michael Culhan1]

Thanks, this is helpful.  "Unfortunately, however, this doesn't work where you would want to have a board that presents all the user names straight away."  This is exactly what I'm trying to do, lol.  I have a table report that has agents in rows and indicators in columns (incident views, comments, incidents closed, etc.).  This allows managers to see what agents are up to in SN in a given time period .  I am trying to add another column with incident views in ITSM Mobile Agent, this way they can see this data in the context of all the other activity data.  

Does UXA have an API from which I could grab the data?  I didn't see one.  If not, I'll probably just use the syslog_transaction records.  Each time a user views a record in the mobile app a record is created with URL starting with /api/now/sg/document?DocumentId.  Sometimes there are multiple records close in time to each other, I might try to filter some of them out if the time stamps are identical.  It won't be a perfect indicator but at least managers can compare the agents to each other.