Knowledge Management widget showing 0 counts of articles in KBs

[Jeffrey Schoer]

We have a customer trying to implement Knowledge Management in Service Portal, and have encountered a problem.

When accessing the Service Portal, the Knowledge Base Browse widget shows the correct knowledge bases, but the count of articles is 0. The widget is the ootb one, as well as a duplicate. Affected users can see the articles in the back end (via Knowledge > Articles > All).

Interestingly, there are a handful (~5) of users who do get a correct count of articles. These users do no share a role (in one case the user has no roles or groups allocated). Note: Several users that have the admin role are also getting 0 counts.

Customer has tried repairing the Knowledge Management Core and Knowledge Management - Service Portal plugins, and has done a cache.do. The knowledge bases are added to the portal via the m2m, and the articles are not expired.

Is there anywhere else, or a KB property we are missing, that would prevent some users from seeing counts?

[Luke Van Epen]

There is a property which sets what the "count" actually means, by default it only counts # of views from the past 30 days. You could change this to be 0 which means all time, and that might fix it. 

Properties are:

glide.knowman.search.show_view_count

glide.knowman.view_age.days

[Jeffrey Schoer]

Thanks Luke,

Have tried adjusting both of those properties in the various true/false combinations and it has not resolved the issue.

Cheers

[Jeffrey Schoer · Accepted solution]

Update:

The user onboarding script was not setting a language for new users. It seems that the article count shows articles in your language and therefore was returning 0.

The users that were able to see the correct count had been created prior to the script, and therefore had a user language preference already set.

Setting a language on an affected user resolved the issue and returned the correct counts.