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Description

The Knowledge Article View Count in a Knowledge Article List (that comes from the Knowledge table) does not match the number from the Viewed field on the Knowledge Use table.

Resolution

The list view of the kb articles is controlled by the property called: glide.knowman.view_age.days. This property is available in Knowledge > Administration > Properties, labeled: Number of days (integer, default 30) used when summing article views. Views older than this are not considered when sorting articles based on view count. 0 means consider all views.

The count on the list view is also controlled by the daily scheduled job Count Knowledge Use (/nav_to.do?uri=sys_trigger.do?sys_id=377187cd0a0a0b52005a19f2d02d178e).

In the first line of the script, the variable is set to the value of the glide.knowman.view_age.days property (therefore, it's controlled by the 30 days default):

var days = gs.getProperty("glide.knowman.view_age.days", "30"); 

This is the property used to "see" the KB article on the list views, as it is specified: "Views older than this are not considered when sorting articles based on view count", this would be the reason for the view discrepancy (against the kb_use table). If you wish to change this behavior, you can change the value to 0, as "0 means consider all views" (and the views will start adding up and not topping after 30 days). 

Article Information

Last Updated:2019-08-20 03:27:36
Published:2019-08-20