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AI Search catalog item translations

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Dante Ditan
Kilo Sage

‎05-25-2022 08:20 AM

Hello,

We are running issues on the AI search for translations. What we are trying to achieve is when I search the english name of the catalog item it should be displayed on other language such as Brazilian Portuguese. I read the documentation in Rome that this should be working as OOB. We have translations added on this catalog item in Translated text.

find_real_file.png

Any help would be much appreciated.

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Brian Bakker
ServiceNow Employee
ServiceNow Employee

‎05-25-2022 09:37 AM

Hello Dante,

Please review the community article Enabling Multilingual Search with AI Search. 

"In the case of Catalog Item search, if a field lacks a translation in the user’s session language, AI Search effectively falls back to exact matching against the English-language field value".

Therefore, if searching for an English term as a Brazilian Portuguese user, if the catalog name has the translated text in Brazilian Portuguese, then it will not return any results for the English term, as per your screenshot. Search for the Brazilian Portuguese catalog item name and it will return it in the results for the Brazilian Portuguese user.

If you want to change this AIS behavior, please raise a new idea for an enhancement to bring this to the attention of our AIS Product Management team.

The other suggestion is to use both the Brazilian Portuguese and English catalog name in the Brazilian Portuguese translated text for the Catalog Item, such as "Special award | Prêmio especial", so that a Brazilian Portuguese user can search using both English and Brazilian Portuguese terms.

Hope this helps.

Regards,

Brian

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Brian Bakker
ServiceNow Employee
ServiceNow Employee
In response to Dante Ditan

‎05-26-2022 06:12 AM

Hello Dante,

These are Catalog Item Record Producer [sc_cat_item_producer] records and not [sc_cat_item] records. I would need to test this in my out-of-box Rome instance. I suggest you raise a case with ServiceNow Support to assist you further.

Regards,

Brian

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Dante Ditan
Kilo Sage
In response to Brian Bakker

‎05-26-2022 07:20 AM

We just applied your solution to use the Special Award with | on the translated text and it worked. Thank you so much!