Understanding KB_Use Table

Wendell Hankins · ‎08-23-2019

I wanted to make sure I understand this correctly Used is when they attached article to a particular incident record correct?

Views mean is when it is populated from the short description field so if 4 articles populate that means that user would have 4 views per that incident record. If they change the short description and 7 articles populate they would have 11 views.

Or do they have to open a Article for it to count as a view.

If I reading our last month report right for Used it says false=8,267 & true=1,526

That means 8,267 articles were viewed but not attached out of that 1,526 were attached as solutions is that correct?

What is the column Total Views is that the total amount of times that article was viewed within a time span?

Is their a easy way to Pull incident tickets with the articles that are being attached with each ticket?

SanjivMeher · ‎08-23-2019

That means 8,267 articles were viewed but not attached out of that 1,526 were attached as solutions is that correct?

Thats correct

What is the column Total Views is that the total amount of times that article was viewed within a time span?

I didnt find Total Views. But if you are talking about Times Views column, that may be used in reporting. But equivalent to column viewed. It is always set to 1 I think.

Is their a easy way to Pull incident tickets with the articles that are being attached with each ticket?

You can create a report on m2m_kb_task to identify, which knowledge is attached to which incident

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Wendell Hankins · ‎08-26-2019

Thanks this is great! Which brings me to my next question during the case creation the agent is typing a short description which populates KB does this count as viewed or must the agent open the record for it to count as a view.

Thanks for the table is their a way to find all the tables along with description of the tables in ServiceNow?

SanjivMeher · ‎08-26-2019

User must open the record to count as a view

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Wendell Hankins · ‎08-26-2019

Thanks! This report table is awesome m2m_kb_task is their a table that tells you which cases did not get a KB attached? That way we can go back and look at these cases and find out why?

Also is their a easy way to see all the report tables in ServiceNow?