Will user be able see the kb article, if has the read criteria for that article but the article and user's system language is different?

[Afsar Hussain]

Hi, 

There is 'kb****' knowledge article under "someKB" Knowledge base. The user has read criteria that is mentioned in the Knowledge base. There is no read criteria at knowledge article level. The user's preferred language is 'Netherlands' but in the article the language field has value 'German'. 

So will that user be able to see that article on the portal if he tries to search it? 

At the moment, when I impersonate with that user I am not able to see that article when trying to search with the article number Or short description. 

If he will not be able to see, then why? 

Regards, 

Afsar

[Yousaf · Accepted solution]

Hi Afsar,

If your company has locations around the world, chances are you need to support multiple languages.

Some organisations have a policy of using English while others support a core set of languages or the languages of the locations in which they operate.

ServiceNow has very rich localisation capabilities and currently supports 22 languages (https://docs.servicenow.com/bundle/orlando-platform-administration/page/administer/localization/task...)

Implementing the language plugins will allow your users to view the Service Portal for instance in the language of choice.

A French user will see the forms localised in French etc. What of the knowledge articles though?

You may also have knowledge articles in multiple languages. Although you can control who can see what within a knowledge base you may find that articles published in a KB can be viewed by users but somehow not returned from a Knowledge Search.

So for instance, as a French user, I may have access to knowledge articles published in the French Knowledge Base. There might be an article in English called “How to fix a slow computer” which I can see, yet if I search for these exact terms, it will not return any results.

This is because , by default, the search engine will only return results in the language of the user.

In order to change that behaviour and display search results in all available languages simultaneously,  you need to enable the glide.knowman.enable_multi_language_search property.

This is done by going to to Knowledge > Administration > Properties> Knowledge Search Properties > Enable multi language search and select the Yes check box

Reference : Article

Mark Correct or Helpful if it helps.

Thanks,
Yousaf

[Afsar Hussain]

Thanks Yousaf.