Reporting on Content Item usage in the Service Portal

[Ben Draeger]

Hi All, 

We have a several Content Items on our service portal (mostly with a bit of information text and a link to an internal company page). 

I'm looking to run a report where I can see the number of views each Content Item is receiving to help inform which ones we should prioritise into a Catalog Item, rather than sending the customer to another website which may contain a form for a different system. 

When looking at the out of the box usage reports for the Service Portal, I can only see Catalog Item views, and looking at the sp_log table, the entries are listed, but there is no information about which Content Item is being viewed. 

Should I be looking at a different table or is it possible to view the Content Item ID or name from the sp_log entry?

Any advice would be much appreciated, thanks!

[Community Alums]

Hi @Ben Draeger ,

You are in the right direction of using sp_log table.

Column "text" will capture the name of your content item. Column "table" can be used to filter the results related to content items only and look for the number of clicks.

Mark my answer correct & Helpful, if Applicable.

Thanks,
Sandeep

[Ben Draeger]

Thanks @Sandeep Dutta,

The log entries don't appear to contain any values for 'table' or 'text' in the list view, is there a field on the Content Items that needs to be populated for this to appear?

As an example, this is a screenshot of a log entry where I've visited a content item. 

[Charlotte]

Hi Ben,

did you find a way to report on Content Items? 

We have the same requirement 🙂

Thx!

[Ben Draeger]

Hi Charlotte, 

Best I could find in the end was using the 'Search Signal Result Events' table which displays which Catalog/Content Item or Knowledge Article result was provided to the customer in the portal in the search. 

https://<<instancename>>/sys_search_signal_result_event_list.do?sysparm_query=search_signal_event.search_event.application_table%3Dsp_portal&sysparm_view=

All the best!