What is the definition of "Knowledge Use"?

[michaelrfisher]

I see the OOTB report on "Knowledge Use", which seems to list anytime someone looks at a knowledge article. There is a column called "Used" which shows true/false values...but comparing the TRUE items with the Relevant Knowledge report, they don't align.

So, two questions:

• What exactly is the Knowledge User report showing, what triggers a line being added to this report?
• What does "Used" in this report mean?

[Ivano B]

Hi Michael

The used field is set to true by the 'Knowledge Use' Script Action, which is associated to the kb.use event.

The event is generated in Knowledge V2 when you use the Attach to Incident UI Action on a knowledge article, and possibly also Mark as Solution.

It does not appear to be used any longer in Knowledge V3.

More info here

http://wiki.servicenow.com/index.php?title=Legacy:Tracking_Knowledge_Articles#gsc.tab=0

That's it.

I hope this will help or answer your question..please if it does mark it  

[michaelrfisher]

Hmmm...so since we are running Knowledge V3, and we're therefore not using those v2 UI actions, why would some 4% of the entries in Knowledge Use show that field marked TRUE?