We have a number of documents in the knowledge base that are not attached to articles and we'd like to know how many times userss are accessing them; is it possible to use the effectiveness in the same way as it is for articles? The effectiveness attribute is already present in the Document object, but it's not updated when an user access the document.
Hello giorda62 ,
documents are the legacy way of adding information into the KB of Service Desk, which has been replaced by Articles.
Documents are left for backward compatibility but did not receive all the features of Articles.
please see here https://ivantiitsm.uservoice.com/ to add an enhancement request to get this feature available for documents as well.