Customer portal announcement failed to be updated

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要約

Help center announcement subject and/or message failed to be updated when language support is used.
Depending on user preferred language in their user profile, the translated string defined for the respective language (if any) will be used.
Bug ticket is raised for this matter --  JSDSERVER-7076 - Getting issue details... STATUS

環境

JSD 4.11 and above.

診断

To validate if the translated announcement subject and/or message is replacing the update, check if the user preferred language/locale is identified with the following approach:

  1. Check the user preferred language from User profile, whom is failing to update the help center announcement.
  2. Navigate to Jira Service Desk Project settings » Language support to see if the language identified from Step 1 is added to the list
    OR
    Run the following SQL query against the Jira database:

    SELECT DISTINCT"LOCALE" FROM "AO_C7F17E_LINGO_TRANSLATION";

原因

With language support added to Jira Service Desk (from JSD 4.11 and above), we can translate:

  • リクエスト タイプ (名前、説明、フィールド、グループ)

  • ポータル名

  • お知らせ (ログイン、ヘルプ センター、およびポータル)

  • カスタマー通知

When translated string is defined, updates to the announcement subject and/or message will be constantly overwritten by the translated string.

回避策

  1. Check the user preferred language from User profile, whom is failing to customise the help center announcement.
  2. If the same language can be found in Project settings » Language support remove the translated string from the relevant announcement field so that the update can be reflected as user is customising it.
    If the same language is locked in as default language or can't be found on the Language support page, changes can to be done via database.


Update global announcement subject/message: 

  1. Jira を停止します。
  2. Backup the Jira database
  3. Run the following SQL query against Jira database to identify the locale (e.g: there are different variant of English locale e.g: en-US, en-AU):

    SELECT DISTINCT"LOCALE" FROM "AO_C7F17E_LINGO_TRANSLATION";
  4.  Run the following SQL query against Jira database to identify the ID of the Help Center announcement subject and/or message from the AO_C7F17E_LINGO_TRANSLATION table for the the locale you want to update.
    (info) Just as precaution, validate if the correct row is returned by checking that the CONTENT value matches the announcement that user is seeing.

    • Global announcement header:

      SELECT * FROM "AO_C7F17E_LINGO_TRANSLATION"
      WHERE "LOCALE" = 'en-US'
      AND "LINGO_REVISION_ID" in
      (
      	SELECT MAX("ID") from "AO_C7F17E_LINGO_REVISION" WHERE "LINGO_ID" =
      	(
      		SELECT "ID" from "AO_C7F17E_LINGO" WHERE "LOGICAL_ID" = 'global.jsds.announcement.helpCenter.header'
      	)
      );

      (info) Replace the LOCALE value with the one that user want to update (identified from Step 3).

    • Global announcement message:

      SELECT * FROM "AO_C7F17E_LINGO_TRANSLATION"
      WHERE "LOCALE" = 'en-US'
      AND "LINGO_REVISION_ID" in
      (
      	SELECT MAX("ID") from "AO_C7F17E_LINGO_REVISION" WHERE "LINGO_ID" =
      	(
      		SELECT "ID" from "AO_C7F17E_LINGO" WHERE "LOGICAL_ID" = 'global.jsds.announcement.helpCenter.message'
      	)
      );

      (info) Replace the LOCALE value with the one that user want to update (identified from Step 3).

  5. Once we confirmed that the above results match the announcement subject and/or message that user is trying to modify, run the following UPDATE query against Jira database:

    1. Update global announcement header:

      UPDATE "AO_C7F17E_LINGO_TRANSLATION" SET "CONTENT" = '<NEW_SUBJECT_HERE>' WHERE "ID" = <ID>;

      (info) Replace <NEW_SUBJECT_HERE> with the new subject, and <ID> with the ID returned in the first query from Step 4.

    2. Update global announcement message:

      UPDATE "AO_C7F17E_LINGO_TRANSLATION" SET "CONTENT" = '<NEW_SUBJECT_HERE>' WHERE "ID" = <ID>;

      (info) Replace <NEW_MESSAGE_HERE> with the new message, and <ID> with the ID returned in the second query from Step 4.

  6. Jira の起動


Update specific JSD project announcement subject/message: 

  1. Jira を停止します。
  2. Backup the Jira database
  3. Run the following SQL query against Jira database to identify the locale (e.g: there are different variant of English locale e.g: en-US, en-AU ):

    SELECT DISTINCT"LOCALE" FROM "AO_C7F17E_LINGO_TRANSLATION";
  4.  Run the following SQL query against Jira database to identify the ID of the Help Center announcement subject and/or message from the AO_C7F17E_LINGO_TRANSLATION table for the the locale you want to update.
    (info) Just as precaution, validate if the correct row is returned by checking that the CONTENT value matches the announcement that user is seeing.

    • Global announcement header:

      SELECT * FROM "AO_C7F17E_LINGO_TRANSLATION"
      WHERE "LOCALE" = 'en-US'
      AND "LINGO_REVISION_ID" in
      (
      	SELECT MAX("ID") from "AO_C7F17E_LINGO_REVISION" WHERE "LINGO_ID" =
      	(
      		SELECT "ID" from "AO_C7F17E_LINGO" WHERE "LOGICAL_ID" = 'jsds.announcement.portal.<PORTAL_ID>.header'
      	)
      );

      (info) Replace <PORTAL_ID> with the customer portal ID and the LOCALE value with the one that user want to update (identified from Step 3).

    • Global announcement message:

      SELECT * FROM "AO_C7F17E_LINGO_TRANSLATION"
      WHERE "LOCALE" = 'en-US'
      AND "LINGO_REVISION_ID" in
      (
      	SELECT MAX("ID") from "AO_C7F17E_LINGO_REVISION" WHERE "LINGO_ID" =
      	(
      		SELECT "ID" from "AO_C7F17E_LINGO" WHERE "LOGICAL_ID" = 'jsds.announcement.portal.<PORTAL_ID>.message'
      	)
      );

      (info) Replace <PORTAL_ID> with the customer portal ID and the LOCALE value with the one that user want to update (identified from Step 3).

  5. Once we confirmed that the above results match the announcement subject and/or message that user is trying to modify, run the following UPDATE query against Jira database:

    1. Update global announcement header:

      UPDATE "AO_C7F17E_LINGO_TRANSLATION" SET "CONTENT" = '<NEW_SUBJECT_HERE>' WHERE "ID" = <ID>;

      (info) Replace <NEW_SUBJECT_HERE> with the new subject, and <ID> with the ID returned in the first query from step 4).

    2. Update global announcement message:

      UPDATE "AO_C7F17E_LINGO_TRANSLATION" SET "CONTENT" = '<NEW_SUBJECT_HERE>' WHERE "ID" = <ID>;

      (info) Replace <NEW_MESSAGE_HERE> with the new message, and <ID> with the ID returned in the second query from step 4).

  6. Jira の起動






最終更新日 2021 年 8 月 16 日

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