On an incident form, related KB articles are shown in Related Search Results. When you click the Attach button or click Preview and Attach to Incident, the Use Count field does not increment even though a new record is inserted into the Knowledge Use table.

Steps to Reproduce

  1. Navigate to Incident > Open and find an incident form that has KB articles listed under Related Search Results.

  2. Select a KB article and click Attach or click Preview and Attach to Incident.

  3. Click Update.

  4. Navigate to Knowledge > Articles > All.

  5. Locate the record and open it.

  6. Right-click in the form header and choose Configure > Form Layout.

  7. Use the slushbucket to add the Use Count field and click Save.

    Note that the value of the field is still 0.

  8. Go to /

  9. Search the attached article in the Article" column and filter on [Used] [is] [true].

    A new record is there.


If you are able to upgrade, review the Fixed In field to determine the versions that have a permanent fix.


Related Problem: PRB707431

Seen In

Geneva Patch 1 Hot Fix 8

Fixed In

Helsinki Patch 12
Istanbul Patch 9

Associated Community Threads

There is no data to report.

Article Information

Last Updated:2019-05-21 11:35:45