how can i see how much times a KB article is been viewed with in a particular period of time ?

sunthosh
Tera Contributor

I see that ; it is been accessed 3 times.

find_real_file.png

How can i find at what period these were viewed. (EX: To check how much times a KB is accessed in the past 3 days)

1 ACCEPTED SOLUTION

Dave Smith1
ServiceNow Employee
ServiceNow Employee

If you have rights, simply type "kb_use.list" in the navigator filter.   Mine looks like:


kb_use.png



Hope that helps!


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20 REPLIES 20

amazingly brilliant


Dave Smith1
ServiceNow Employee
ServiceNow Employee

Look in the transaction log (System Log > Transactions) - this will contain a list of all transactions performed against the instance.



If you know the article number, filter this in the URL field, for example: /kb_view.do?sysparm_article=KB0000001



You can then filter against dates/times to ascertain when, or against user to see who viewed it.


wow.. great. But these logs won't be there for a long period right ?


Dave Smith1
ServiceNow Employee
ServiceNow Employee

Not as far as I'm aware - I believe they're flushed out periodically or once a specific quota is reached, whichever is sooner, to contain consumption, so reporting against the [syslog_transaction] table will be limited to the dataset available.



An alternative is to set up a business rule against an "insert" operation of the [kb_use] table (or an "insert" operation on [syslog_transaction], filtering by URL containing "/kb_view.do") that injects the required data into another table, so you've got an audit table you can report against. Although this goes against the idea of having a single source of record, any truncation of the transaction log table won't affect this audit table - but you may want to keep an eye on just how large this grows.



I would have thought the [kb_use] table ought to work for what you need - try creating reports against that.


awesome, rocked it..



Can you elaborate on this please ?



        Writing an business rule for getting on [ syslog_transaction ] and how to store it in other table