I wanted to bring up an observation regarding how hyperlinks and related articles behave when knowledge articles are translated in ServiceNow, and I’d love to know your input.
Scenario for context:
How translation works in our portal: Every time an article is translated, it generates a new article/KB ID for the translated article. See example below:
- Original Article: KB00001 (English, machine-translated)
- Translated article: KB00002
- Hyperlinked Article: KB00050 (also machine-translated)
- Related Article: KB00050 (English)
What we’ve noticed:
- When an article is translated (e.g., into Spanish via the customer portal), the hyperlinks still point to the English versions, which makes sense since the original English KB IDs are embedded in the article body.
- However, the related article/related content are missing entirely in the translated versions.
English/Original Version:
Machine Translated version
This means that authors must manually re-add related links and map each translated version of the related articles individually within each translated article. This could lead to inconsistencies and additional manual effort, especially when managing multiple translations.
My questions:
- Is this SNOW's default behavior?
- Is there a known workaround or best practice to preserve related article links across translations?
- Is this something that’s being addressed in future releases?
- Would it be advisable to raise a demand or enhancement request for this?
Thank you so much!
Sorry I realized I placed it in Developer forum and I can't move it. Thank you again!
