Use count field of the knowledge table

[charushk]

Hi,

Please assist on the below points
 I'm not able to understand when the use count field of the kb_knowledge table will be updated. i have referred so many pages. but not found appropriate answer.
My obseravation:
1) when we attach the knowledge article to the task/incident then new record will be added only in m2m_kb_task table.

2) When a user views a knowledge article from the portal then a new will be added to the kb_use table. but used field remians false and viewd field is true.
 not able to understand when used field of the kb_use table will be updated to true.
also when use count field will be incremented.

please assist.

[HrishabhKumar]

Hi @charushk ,

Let's break down how the kb_use table and the use_count field in the kb_knowledge table work.

Viewing a Knowledge Article:

When a user views a knowledge article from the portal, a record is added to the kb_use table.

The viewed field in the kb_use table is set to true, indicating that the article has been viewed.

The used field remains false because viewing an article does not count as using it in a task or incident.

Attaching a Knowledge Article to a Task/Incident:

When a knowledge article is attached to a task or incident, a record is added to the m2m_kb_task table.

This action alone does not update the kb_use table directly.

Incrementing the Use Count:

The used field in the kb_use table is typically updated to true when a knowledge article is applied or used to resolve a task/incident.

This is often managed through specific business rules or scripts that are configured to run when a knowledge article is applied in the context of a task/incident.

The use_count field in the kb_knowledge table is incremented when the used field in the kb_use table is set to true.

To summarize:

Viewing an article increments the view count but does not increment the use count.

Using an article to resolve a task or incident should increment the use count.

If the use_count is not being updated as expected, it might be worth checking the following:

Business rules or scripts that are responsible for updating the kb_use table and incrementing the use_count.

Ensure that these rules/scripts are correctly triggered when an article is used to resolve a task/incident.

Thanks,

Hope this helps.

If my response turns useful, please mark it helpful and accept solution.

[charushk]

The use_count field in the kb_knowledge table is incremented when the used field in the kb_use table is set to true.
I agree, but can u plz tell me when the used field in the kb_use table is set to true.

[charushk]

HrishabhKumar,
The use_count field in the kb_knowledge table is incremented when the used field in the kb_use table is set to true.
I agree, but can u plz tell me when the used field in the kb_use table is set to true.
Using an article to resolve a task or incident then it's not incrementing the use count😓