KB article showing differently for different users

[mbourla]

I've got a KB article which I updated a few weeks ago.  It looks fine when viewed as an admin user or as a normal ITIL user (other than me), but when I'm logged in (or impersonating) my own ITIL account I still see the old version.

The KB article requires ITIL role, which my own ITIL account definitely has.

This happens on different browsers (Chrome, IE), or in an incognito browser window (which suggests not a browser caching issue).

It's the same on a test instance which has just been created as a clone of our Production instance (which suggests it's not a ServiceNow caching issue).

Any ideas or suggestions?

Thanks!
Michael

[javier_messeri]

Hi,

Have you tried by doing a "cache.do"?

Also, did you recently updated to KB v3?If so, please let me know as maybe the links pointed from menus(modules) were not correctly updated after the migration.

Best regards,

Javier

[mbourla · Accepted solution]

Many thanks to everyone for your responses - appreciated.

From some experimentation, it seems to be that some sys_user records have an invalid value of 'NUL' for Language.   It's showing up in blue.   Whereas is should be English or empty.   The vast majority of the sys_user records have no Language defined.   Seems that it's only a whole pile of older records that have that invalid value.

Empirically from trying one or two it seems that users with that invalid Language setting get the old KB article version.   If I change Language from NUL to be empty on a user record, they then see the newer version of the article.   First time I did have to do a cache.do, but the next time I didn't - don't know why.

There isn't a language field on KB articles (I assume that means we don't have the KB Internationalization plugin enabled), but I assume it still somehow looks at the user's Language.   What I don't know is where it's getting the old version of the KB article from - I can't see it myself anywhere, but it definitely is.

So... that does seem to be the cause of the problem.   I'll get all 8000 or so offending Language values cleared, and possibly with a cache.do that should sort it out!

[Daniel Peel]

This NUL issue... effects other areas as well.  If set to NUL the users filter lookups will be blank.  I've love to know if anyone has found where/why this get's set.  We do not have multi language setup.  we've cleared the NUL values but they do creep back in over time.  

[mikemorales]

Hey Daniel,

Did you ever get a solution on this?  I know i had replied to another thread previously, but had to shelve working on a fix due to other priorities.  It has now come back up for something to work on.

We still randomly get users with the Blue NUL in on the sys_user.country and sys_user.language fields which causes other issues with their accounts.  It is worse when it is a developer and it impacts their build

Thank you,

Mike

[Daniel Peel]

I didn't get anything from SN about it.. but I did add a setting in our transform maps so during the LDAP imports we set the country and language.  This way it's always what we want it to be.