KA reporting- is there a way to report on the exact time/date an article is viewed?

v_sopha · ‎10-08-2015

I'm trying to pull reports on the following;

1. How many times an article has been viewed?

2. Who viewed the article and when (date) and time the article was view by each person.

I'm able to pull the data on who viewed the article but I can't seem to find the field (if it even exist) on when that individual viewed the article?

Can somehow point me to where I can get this data?

Uncle Rob · ‎10-08-2015

The knowledge table (kb_knowledge) has a field called view count. Each of those views is stored as an individual record in the kb_use table.

There's property that dictates how old a view has to be before it isn't counted any more. By default, any view that happened over 30 days ago is not counted.

Knowledge -> Properties -> "Number of days (integer, default 30) used when summing article views. Views older than this are not considered when sorting articles based on view count. 0 means consider all views."

To know exactly when an article was viewed by a specific user, you'll be looking at the "created" field on the kb_use table.

View solution in original post

katherinejones · ‎10-15-2015

I want to mention that I believe there is a defect with regard to the number of views getting updated, which is fixed in Fuji Patch 8 (PRB636452 - The kb_user table in Knowledge v3 does not work for users without roles: ServiceNow KB: PRB636452: The kb_use table in Knowledge v3 does not work for users without roles (KB...).

I looked at this about 2 weeks ago and as I recall, determined that the issue has been in effect for some time, perhaps as far back as the original Fuji release.

Uncle Rob · ‎10-15-2015

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