Knowledge view count is not showing correctly for re-published and expired articles

Sriram28
Tera Contributor

2 hours ago

Hello Team,

 

Knowledge articles view count is not working properly for re-published and expired knowledge articles.

 

If any idea, please any idea.

 

I don't have custom business rules.

 

Thanks,

Sriram

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AnjalPDijo
Mega Guru

2 hours ago

Hi @Sriram28 ,

This is a known issue in ServiceNow Knowledge Management. Please refer to the following links for more details:

🔗 KB2597584 – View Count Resets on Re-publish
🔗 KB0693819 – View Count Inconsistency

 

In addition to reviewing these, also try checking the relevant scheduled jobs and script includes in your instance that handle view tracking and article versioning. 

Hope this helps!

Regards,
Anjal

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