Knowledge Article View Counts

[CDelaney]

Good morning,

Is there a way to tell in KM views reporting whether a view occurred as a result of user intervention (clicked a link or manually refreshed the page) vs ServiceNow page timeout which prompts a relaunch of the browser tab? Our org has instituted a 60-minute automatic timeout when there has been no user activity on the page to ensure they are viewing latest published version.

Thanks

[Mark Manders · Accepted solution]

That difference isn't measured, unfortunately. It's just measuring the views, not what 'caused' the article to be viewed.

[sanjay08]

Hey Mark,
Is there any way that we could able to find how view counts works in ServiceNow. I need similar logic for emails. when user opened preview email. i need count how many times it opened

[Mark Manders]

Create your own question. Replying to someone else's question with a completely unrelated question won't help you in finding a solution.