View Counts decreasing!

[dmarkt]

Since our go-live about a month ago I have been monitoring the weekly KB views counts. I have a report scheduled to run at midnight every monday morning. I then subtract the previous weeks totals, so I can see weekly view counts. The problem is that now the counts are going down! I'm wondering if the counts are for only the last 30 days (if so - why!?). My metrics are now totally messed up and I am waiting to hear back from my developer on what can be done. (I assume the use counts will work the same way, but I am not yet tracking those....yet) Anyone else know about this? Any ideas or resolutions available?Many thanks.Diane

[venkatvraman17]

Out of the box system calculates the views for past 30 days. This can be modified using glide.knowman.view_age.days property on the Knowledge. There is a scheduled job configured in the system "Count Knowledge Use" which runs daily to update the views based on this configuration. Once you run this job after updating the property , view count will get updated. Hope this helps.

[servicenowkevin]

venkatraman venkatachalam has the correct answer here.

[katherinejones]

There is a concept related to View counts that I need to understand.

What actions exactly add to the View count for a KB?   Assuming it's definitely based on someone opening up the KB for viewing, does it matter whether it's opened from the self service portal interface versus opening a KB from the Knowledge Base views as I might do as an ITIL user?   What about someone that has a ticket open, uses the Search Knowledge icon and opens it from there?  

I also think there are several places where I can 'see' View Counts and I want to be sure I understand.  

1. There is the View Count field I see from the Knowledge table.   I have some reports using the Knowledge table and list views of KBs that include that field.

2.   When viewing a KB, down at the bottom where the Feedback function and the Permalink is displayed, there is Views: xx

3.   From the Self Service Portal > Knowledge, when I do a search, each KB in the search results includes xxx Views

Are these three exactly the same (drawing from the table, field, or calculation)?

If I read Venkat's information, it would seem that I can effectively force the tool to recalculate the View Count by counting only those actions that count as a View for the last X period of days.   If I change glide.knowman.view_age.days property on the Knowledge, are the number of views displayed in the two locations I noted above BOTH reset?

I may be interested in refreshing our view data so that it contains only the views from the last 180 or 270 days, hence my questions in this area.

Thank you for the information.

[Harshad3]

Hi Diane,

Did you find the solution for this issue?

I am facing the same issue that view count seems decreasing for one of my knowledge article.

system property glide.knowman.view_age.days has been set to 90 in my system.