English != English in v13.1.6600.17442

Problem reported by Kieran Garbutt - 2/6/2018 at 2:40 AM

Not A Problem

Hi. I ran into an issue with Knowledge Base articles not showing up for users. I have a ST installation configured with two languages (EN and DE) and was testing with an EN test user. I could not get articles showing on the KB page in portal or when I searched for specific terms in an article. If I changed the default language for the test user to DE, all of a sudden I could see the DE articles. Then I noticed that in the st_languages table, there were two rows for EN. I went back to the KB articles that I had written in EN, selected the other EN from the dropdown, and now the articles are visible. How can it come to pass that there are two rows for EN in the st_languages table? If I look at the "Language and Locale" tab in the settings of the ST installation, I only see two active languages. EN and DE.

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Derek Curtis Replied

2/6/2018 at 7:25 AM

Employee Post

Hi, Kieran. I'll have to get the developers to look into this one.

Derek Curtis COO SmarterTools Inc. (877) 357-6278 www.smartertools.com

Andrew Barker Replied

2/8/2018 at 10:53 AM

Employee Post

Kieran,

From your description, it sounds like you have the default, generic English language option (en), as well as a culture specific English language option - such as English (United States) which uses the code en-US. In the database, these will both appear with a CultureName of 'en', but the generic one will have a null LanguageName while the UnitedState options would have a LanguageName of 'US'. The generic option is created automatically by SmarterTrack during initial setup, while the culture specific option would have been created by someone with an Administrator role.

The KB articles and News items are presently filtered by looking for an exact language match, which is why you are seeing the behavior you have described. We are considering making adjustments to this behavior to allow KB articles and News items to be more flexible when assigned to generic languages. If we move forward with such a change, it would not become available until a future version release.

Andrew Barker Software Developer SmarterTools Inc. (877) 357-6278 www.smartertools.com

Kieran Garbutt Replied

2/11/2018 at 11:24 PM

Hi Andrew,

I suspected something along those lines, although looking at the st_languages table all of the LanguageName values are NULL. Is this an error then?

Andrew Barker Replied

2/12/2018 at 7:15 AM

Employee Post

That is unexpected. We have safeguards in place to prevent this sort of thing from occurring, so I'm not sure how this could have happened. It is something that can be fixed, but it will require more in-depth assistance than I can provide on the community. At this point, I would recommend opening a support ticket to help ensure that the appropriate changes are made without risking any data loss.

Andrew Barker Software Developer SmarterTools Inc. (877) 357-6278 www.smartertools.com

Eric McCarthy Replied

7/19/2018 at 10:15 AM

Employee Post

We have made a change in SmarterTrack version 14.1.6773 regarding generic and cultural specific languages.We now show the generic language items as well as culture specific language items if a culture specific language is the preferred language selected by an end user.

Eric McCarthy Software Developer SmarterTools Inc. (877) 357-6278 www.smartertools.com

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