Is there a way to capture who has viewed a knowledge article?

[Xavier_Wharton]

Hello,

Someone in my organization asked if there is a way to track who has viewed an article within ServiceNow. 

I know there is a view count; however, is there a way to capture who has viewed an article, too? And if so, are there any suggestions for capturing that in a report? 

[Siddhesh Gawade · Accepted solution]

Hello @Xavier_Wharton ,

Yes, there is way !!!

You can use kb_use table. to track who has viewed an article. 

If any user views an article new record entry is being created showing which user viewed the article.

Check out below link for more reference:

How can I produce a report of who viewed our KB articles 

Can I find out who has viewed my articles? 

Can I find out who has viewed my articles? 

Kindly mark the answer ✔️Correct or Helpful ✔️If it addresses your concern.

Regards,

Siddhesh

[Dr Atul G- LNG · Accepted solution]

Hi @Xavier_Wharton 

You can created report on kb_use table.

[Xavier_Wharton]

I was able to locate the table, so thank you for that. However, I notice that the table contains the KB article number and different versions. However, there is no field that shows the KB article title. 

I have informed the requestor that this is likely by design, however is there a way to bring in that information either on the kb_use table or via a report? 

If the latter (report), what would be the simplest way to bring that in? The goal is to see what articles members of a specific team are looking at and make this visible to a knowledge manager. 

I did confirm that the knowledge manager can view the kb_use table. 

[Siddhesh Gawade · Accepted solution]

Hello @Xavier_Wharton ,

Does this resolved you issue ? If yes, It would be great if you mark my response as CORRECT or Helpful so that others can see this on top of the list and get benefited by this.

Thanks & Regards,

Siddhesh

[Xavier_Wharton]

I'm going to test this out now in my Dev environment and report back ASAP. Thank you.