ITSM Knowledge Article View Tracking

[DavidBReynolds]

Hello,

How often do you reset the knowledge article view count tracker? Is it every 30 days starting with the day an article is published? 90 days? Six months? A year? What time range gives you an accurate idea of user acceptance and self-service use?

What do you do when an article does not get any hits? Do you retire it or leave it up?

We normally require all articles be reviewed once a year. Some commonly used ones get updated much more often, though. Do you use a different method?

Thanks for your comments.

[Swapna Abburi]

Hi @DavidBReynolds 

The view count on knowledge article is calculated based on last 30 days view count. This can be managed using a property. You can increase it to 60 or 90 days depends on your requirement. Review frequency for articles depends on your organization requirements.

For example, we do process related knowledge articles review every 6 months to ensure they're up to date.