View Log and View Count for a Knowledge Article Differ

[Coralyn Notting]

I'm trying to figure out why the View Log for a Knowledge Article and the view count differ. Not only are the number of views vastly different (and I understand that an author/ editor would have more views during the creation/ editing phases), but there are many more unique names than what could be accounted for in the article's view count. Does anyone know why this is the case?

[David Reynolds]

I would also like to know if there is a simple way to reset the article view count or even better, exclude the number of times an author views an article.

[Dr Atul G- LNG]

Hi @David Reynolds @Coralyn Notting 

I am not 100% sure, this is achievable OOTB

[Dave Littlejohn]

I believe the "used" can be true and adding an entry on the table when someone attaches the article but doesn't view it. While I don't recommend this, I have seen people attach the article and can see they didn't view it because they "know what the article says."

I don't believe the view log counts the draft and review states when viewing articles so the author / editor views are not included if the article was in one of those states. This was tested by going into a draft article, checking view count, then going back to the article and clicking view article, then checking the view count once more. The test resulted in no additional views in the view log count.

[Leri Andrews · Accepted solution]

Can you be more specific on where you are seeing the problem - perhaps with screenshots.  The view count on an article is usually set over a period of time such as 'last 30 days' whereas the knowledge use table can show a longer period of time.  You may also be seeing quick page refreshes or redirects