question Re: Understanding KB_Use Table in Platform Analytics forum

Understanding KB_Use Table

Wendell Hankins — Fri, 23 Aug 2019 20:40:10 GMT

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?

Re: Understanding KB_Use Table

SanjivMeher — Fri, 23 Aug 2019 21:09:03 GMT

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

Re: Understanding KB_Use Table

Wendell Hankins — Mon, 26 Aug 2019 15:30:16 GMT

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?

Re: Understanding KB_Use Table

SanjivMeher — Mon, 26 Aug 2019 15:49:42 GMT

User must open the record to count as a view

Re: Understanding KB_Use Table

Wendell Hankins — Mon, 26 Aug 2019 17:11:06 GMT

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?

Re: Understanding KB_Use Table

SanjivMeher — Mon, 26 Aug 2019 17:26:42 GMT

is their a table that tells you which cases did not get a KB attached?

No. There is no such table. You may need to export them into an excel and do a vlookup to find out the cases, not mapped to knowledge.

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

There is no simple way. You need to know about servicenow administration.

What I did is, opened the Tables and searched for all the tables that has kb word. Then found this table and opened it. And I was able to see the record I associated. So you need to do some research to find out.

Re: Understanding KB_Use Table

Tristan DeMoss — Wed, 13 May 2020 19:13:24 GMT

Does anyone know what columns m2m_kb_task and KB_Use share to run the Vlookup from?

Re: Understanding KB_Use Table

andreababch — Tue, 15 Jul 2025 11:33:50 GMT

Does anyone have an update on this? We are trying to produce link rate and want to add the field for knowledge found/not found on the Incident. It is too complicated without it being on the Incident table. Does anyone know if this might be planned for next release or has anyone done something like this?