Enable Search for Japanese characters in Workspace Search option of HR Agent Workspace

[Kanweshwar]

We have a requirement where we need to enable search for Japanese characters in the Workspace Search for HR Agent Workspace. As of now when we search any Japanese character the results show 0.

We have the I18N: Japanese Translations plugin installed for the instance.

I checked some ServiceNow docs and basis that added the attribute for Index Tokenizer Language for ja in collection field of HR core case table and reindexed the task table but still not able to achieve this.

Let me know if i am missing something or what configurations have to be done in order for this to work.

Also is it mandatory for a user to have their language set as Japanese to search for Japanese characters? We have cases where short description has some Japanese characters and the users language in set as English. He should be able to search those Japanese Characters too if possible.

[Wessel van Enk]

Hi @Kanweshwar,

To enable Japanese character search in HR Agent Workspace, the key is configuring the correct tokenizer and ensuring proper indexing. Also, users do not need to have their language set to Japanese—as long as the content includes Japanese characters and indexing is configured correctly, users with English UI settings can still search using Japanese input.

Here are some steps to check.

1. Set the Correct Tokenizer for Japanese

• Navigate to System Definition > Tables.
• Open the HR Core Case [sn_hr_core_case] table.
• In the Collection field, add this attribute:
  Index Tokenizer Language = Yes

This ensures the system uses the Japanese tokenizer for indexing.

2. Reindex the Right Table

• After setting the tokenizer, reindex the HR Core Case table (not just the Task table).
• Go to System Definition > Tables, open sn_hr_core_case, and click Reindex Table.
  
  

3. Confirm Workspace Search is Using the Correct Index

• Make sure the Zing index is updated and reflects the Japanese tokenizer configuration.
  
  

4. Verify Field-Level Indexing

• Ensure fields like Short Description or Description are indexed.
• If not, add them via System Definition > Text Indexes.

Once these steps are done, Japanese character search should work as expected in HR Agent Workspace.