Catalog items are not appearing in Search results using AI search when using language translation

Vasudhevan2
Tera Contributor

‎06-20-2023 06:45 AM

We have enabled language translation and AI search in our instance. I have activated few languages manually in sys_languages table, instead of activating language packs. This is because we have language packs available for limited number of languages and we are supporting few languages which do not have language pack with in ServiceNow. The third party translator that we are using, is translating the the catalog item name, short description and description. We also have enabled the system property for global fallback language 'glide.ais.translate.enable_global_language_fallback' and localization framework plugin. Now when the user set their preferred language to any non-English languages and start searching in the preferred language or in English, no catalog items are returned in the search results. I tried creating the records in Messages table and 'sys_translated_text' table with the translation for a catalog item name such that the translated text is same as the English name. For example if we have a catalog item 'Laptop issue', I will add a translated text say in Dutch where the translated text is also 'Laptop issue' to see if at least English search is working. Unfortunately nothing is working. We tried re-indexing the Catalog item AI search Indexed source as well. Has any one faced such an issue and suggest a way forward? 

Thanks in advance!

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Ravi Chandra_K
Kilo Patron
Kilo Patron

‎06-21-2023 06:11 AM

Hi @Vasudhevan2 

here are few things you can do.

1)try clearing system cache by cache.do command. (I have observed this many times with system translations, the system will be up to date with translated data when we do this, but this command has to be used cautiously and to be used only when needed.)

2) refer https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0713597

3) as you told you have created records in translated tables, just cross verify by changing the instance language and opening the record (you can copy link and open it in different language instance).

 

Regards,

Ravi Chandra.

 

Regards,

Ravi Chandra.

 

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