Language filter for article searching on Incidents

[Mike Van Vooren]

We are looking for recommendations on how to allow our Incident workers see/attach a relevant knowledge article in a language different than their chosen one on the platform.  We already have articles published in multiple languages.  The issue is that the Incident workers can not see anything other than their chosen language.

The scenario is that we have an Incident worker who is using ServiceNow in English.  They are working with a Spanish speaking user and want attach a Spanish version of the article to the Incident.  Right now, they can't do that because they can only see the English articles.  They are also unable to share the Spanish version of the article with the user easily since they can not attach and share that article with the user.

Our Incident workers are using both the classic Incident form and Service Operations Workspace (ie: SOW).  We know we can not add a language filter to the Related Search Results widget in the classic form and SN says it is not possible to do OOB.  From the SOW side, we are currently using Agent Assist to find relevant articles.  And again, SN says it's not configurable to add a Language filter.  They have directed us to use "Recommended Actions" in place of Agent Assist.  Even here, we were told we can add a Language filter, but it only shows you your chosen Language and does not allow us to make it flexible for all Languages.

We are looking for any other suggestions you may have done that could help us.

[Mike Van Vooren]

Hi Leri.  Yes, this is a possibility too.  Not great, but still possible.