How can I find out how many times a KB article has been viewed in the GUI List view, and not just on the portal? Right now, the only count for articles being viewed is from the Portal, and many of our users read them from within ServiceNow in the li

leneemeyer · ‎11-03-2020

This is what I see when I am trying to determine how many views an article has had. I have confirmed, the only time the numbers go up is if an article is viewed in the Customer Portal, and not from within ServiceNow in the list view. I want to see the number of views from a list view as well, but do not know how to do this, or if it is even possible.

Thank you,

Lenee

katrinaarzadon · ‎12-13-2020

Hi Lenee,

If you open the KB article from the list view or platform, the View count column should increase too in OOB.

If you only view the KB article by clicking on the "i" icon, then it will not increase the View Count

Regards,

Kat

leneemeyer · ‎12-15-2020

Hi Kat,

Thanks for the reply. I just tried what you are saying and it doesn't work.

I assume you mean this icon next to the number? I always click the number, never the I, and I just tested it, and the number of views does not go up.

For the KB article shown below, the previous views were 4. I clicked this number, went into the article, and then went back to all published articles, the number of views was still 4. I then had a colleague do the same thing, she viewed the article from this view, and the number is still 4.

Now, if we go to the Knowledge Homepage, and search for 2006, this is what shows up. If you view it from here, the number of views goes up.

I'm trying to find out how many people are viewing the articles in all views. A lot of our teams would be viewing them in the list view... so, somehow it is not working. How do I fix it? Where do I start and what am I looking for?

Thanks!!

Lenee

katrinaarzadon · ‎12-15-2020

Hi leneemeyer,

Clicking the "i" icon next to the number will not increase the view as this is just a preview.

Also, if you open from the list view, by default, it will take you to the kb_knowledge page and there is a "View Article" there. If you click on the View Article, it will increase the view since this will take you to the kb_view form.

If you are just viewing on the kb_knowledge page, then this will not increase the View count unfortunately.

You can raise an Idea/Enhancement for this in the Idea Management Portal

Idea Management for customer enhancement requests

Regards,

Kat

leneemeyer · ‎12-15-2020

Thanks Kat,

I know if I click the "View Article" in the Related links, it does increase the view count, but I don't know of many who will open up an article in the list view, to click again another link to open up the article in a different view. <sigh>

I figured that was the case, but wanted to make sure.

I'll look into submitting an Idea, thanks for all your help!

Lenee