KB article showing differently for different users

mbourla · ‎12-19-2016

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

mbourla · ‎12-20-2016

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!

View solution in original post

mikemorales · ‎06-10-2019

@daniel

After all this time, i did find this article earlier today.

https://hi.service-now.com/kb_view.do?sysparm_article=KB0691453

At this point it does not look like it will be fixed.

Your idea of setting it during import might be a method for me to check out. Since this would populate it with something instead of system, which is what is being overwritten with NUL. I appreciate the feedback!

Thank you,

Mike