What is "Knowledge Use"?

[michaelrfisher]

ServiceNow Knowledge Management has a canned report called "Knowledge Use." I run it and look at it every week, but it is not at all clear to me what triggers a knowledge interaction being added to this table, especially since in most cases the value in the "Used" field is FALSE.

What the heck is this report showing me?

[michaelrfisher]

cxs_relevant_doc_task is a table that gets an entry any time an article is flagged as being relevant to a Task (not even just an Incident.) If you loink an article or click "This Helped", the action gets logged here.

I find this more specifically useful than the "Knowledge Use" table, but I also don't fully grok knowledge_use. Hence my inquiries. 🙂

[Chuck Tomasi]

FYI Michael,

The kb_use fields work like this (from our product owner.)

• kb_use.viewed is set to true when the article is viewed
• kb_use.used is set to true when the article is attached to a task through contextual search

[Chuck Tomasi]

Hi Michael,

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Thank you

[michaelrfisher]

Hmmm...I am not getting any traction from that because when I try to dotwalk over to kb_knowledge to show details about the article in question, those fields are coming across as blank. I suspect it's an ACL issue.

[Chuck Tomasi]

So you cannot click through the Article on a list of kb_use?