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Some languages like Italian or Norwegian are not being indexed in JQLs


Maintenance may be required

Enabling the setting described in this article may affect existing automations, reports, SLAs or queues that are using the customer language custom field.

Make sure to review them and change them accordingly.

What's the problem?

  • Reserved words can't be used in JQLs.

  • Some reserved words  like "it" , "no" or "is" are identical to certain Google Translate language values, like Italian, Norwegian, and Icelandic.

  • As a result, JQLs that contain those values for the customer language custom field were not indexing issues with the affected values.

What's a reserved word?

A reserved word or stop word is a common English word that has been excluded from the Jira search index to preserve relevant results.

The list of stop words can be found at the end of this article.

Which customer languages are affected?

Reserved Word

Language Value

Language

as

as

Assamese

is

is

Icelandic

it

it

Italian

no

no

Norwegian

or

or

Oriya

to

to

Tonga (Tonga Islands)


How can I solve the indexing problem?

To solve this problem, we have created a specific setting in the configuration. 

Screen Shot 2022-02-23 at 4.18.59 PM.png

When the setting is enabled, the prefix "lang." will be added to all customer language values, making them indexable. 

The table below summarizes the values that must be used when the setting is enabled:


Reserved Word

Language Value

Language

Indexable Customer Language value

JQL parameter 

as

as

Assamese

lang.as

customer language~"lang.as"

is

is

Icelandic

lang.is

customer language~"lang.is"

it

it

Italian

lang.it

customer language~"lang.it"

no

no

Norwegian

lang.no

customer language~"lang.no"

or

or

Oriya

lang.or

customer language~"lang.or"

to

to

Tonga (Tonga Islands)

lang.to

customer language~"lang.to"


How does the new setting affect JQLs and automations that are working? 

When the lang. prefix is added, customer language values unaffected by this issue can be queried in both versions: with and without the prefix.

For example, issues in English can be queried with two JQL parameters:

  • customer language ~ "lang.en"

  • customer language ~ "en"