How to get Knowledge Views and Useful rating report

[ST9]

I am very new to Reporting Module and wanted to get report on Knowledge Views and Useful rating report (cumulative since creation).

I could see that there is a table called kb_use which gives details about times viewed etc. But when I was creating a report on kb_knowledge  table then there is column for View Count and Rating ...so Shall i create a report on kb_use table or kb_knowledge table. Does Kb_knowledge gives me cumulative view and rating count since creation??

[Kalyani21]

Hello Author,

 If you just need a report, try reporting on kb_use. For the same purpose please refer the following link as well:

1. https://docs.servicenow.com/bundle/quebec-servicenow-platform/page/use/dashboards/application-content-packs/knowledge-management-dashboard.html
2. https://community.servicenow.com/community?id=community_question&sys_id=ae5e6a8cdb0dc8182be0a851ca961948

Please mark the answer as correct or helpful..

Regards,

Kalyani Shaha

[ST9]

I wanted to know what is the difference between the view count in kb_knowledge and kb_use table then?

[Prasad Pagar · Accepted solution]

Hi @ST

You can report on any of them its just that ServiceNow store data in Kb_use table and then pass it kb_knowledge table.

Under System Policy > Script Actions there are two scripts that are triggered by event on view/use of articles. These are named Knowledge Use and Knowledge View, and are the scripts that are incrementing the count and adding records to kb_use.

See this article for more insights

http://sn.sptrac.com/?p=810#:~:text=The%20kb_use%20table%20indicates%20when,in%20the%20Grouped%20by%20field.)

https://docs.perspectium.com/display/helium/Share+Knowledge+articles+when+view+count+changes

Please mark my answer correct and helpful if applicable.

Thank you
Prasad

[er_anmolmittal]

In this case in simple words, we can say that the data remains same?

View count = Use Count.