Knowledge Article View Count

[Community Alums]

Hi Connection,

Counter of Knowledge Base articles in ServiceNow does not work as expected, The View Count on the Knowledge Article is getting reset to zero after we republish, Is there a way to stop it from resetting and show the static count.

Knowledge Management article versioning feature is used to create and maintain multiple versions of a knowledge article. The issue is the view count is not synced to new draft version from the old published.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1271259

As mentioned in the attached KB the sync of views after the draft version is created was never implemented in service now.This is not an bug because it has not been implemented and expected behavior, not a break/fix issue.

My ask is if  anyone has done any customization to achieve this. Please let me know if you have any questions. 

Best Regards,

Rafmine.

[Mark Manders]

This is the third time you are asking this question. Can you please close the previous ones, so people aren't trying to help you by giving the same information? 
Have you tried copying the old view count to the new one, when a new version is created? 

[Community Alums]

Hi Mark,

yep, i will close the previous ones, no i have not tried copying the old view count as I dont know how to do that, can you please help.

Best Regards,

Rafmine.

[Mark Manders]

On the article table (kb_knowledge) the 'sys_view_count' holds the number of views. If you update the 'publish' functionality (which would retire the old version) so it takes the view count from the old version, your there.

Since the number of the old version is the same and the state is published, you can query to that article to get the information.