AI Search: Search for Knowledge Base Articles in all languages

[Simon Ohle]

Hello,

our ServiceDesk wants to type in a KB number or a key-word and then receive the KB article of all languages. (Mostly German and English)

Currently, if we search for a KB Article (e.g.: "KB0011913") I only get the correct article if my language is set to German. I want to have this result as well, when my language is set to english.

Vice versa I want English Articles to show up if my user language is German.

"Enable global language fallback" is set to "true"
"glide.ais.translate.global_fallback_locale" is set to "en.US"

Any ideas? 

[adelina1]

I also have this problem and would love to have the answer. 🙂 

[ehgebla]

We have the exact same issue and I would love to know if anyone fixed this as well 😀

[ehgebla · Accepted solution]

Hi @Simon Ohle Hi @adelina1 ,
I think I have found the solution and it couldn't be easier actually. Also had no idea it was in the project documentation all the time - it should be known to more people!

Please refer to this ServiceNow documentation: Internationalization support for AI Search (servicenow.com)

You just copy the query for a custom filter of all the KB Articles you want to be searched through globally and add the query as a value in glide.ais.global_searchable_filter.kb_knowledge sys property later.
Works like a charm for us. Both, German and English speaking users can now browse through all knowledge articles via global AI search. (Taxonomy and connected content does NOT work though...)

Hope I could help!

Regards

Elena

[Simon Ohle]

@ehgeblaI will mark this as "Solution" even though I can't test it, since the project is already over. Thank you for providing a solution!