Symptoms
Certain text on Service Portal do not translate to the selected language as expected
Release
All releases supporting Service Portal
Cause
Missing entry in sys_translated_text table for the appropriate language and associated sp_instance record for the associated service portal widget instance
Resolution
- Create a record in sys_translated_text table where the DocumentID equals the sys_id of the sp_instance record (see KB0683179 link below for how to get to this value) on the Service Portal page, Table is sp_instance, and Field Name is Title
- Customers need to create a record in sys_translated_text for each corresponding language as per the steps below:
- From the Sys_translated_text New record form, click on the magnifying glass for the Document ID field to set the value for this field
- Select Instance (sp_instance) as the Table Name for the reference popup dialog
- Again click on the magnifying glass icon for Document ID field in the popup
- Filter the reference popup by SysID= (sysID of the sp_instance) record and save the Document ID selection by clicking OK (see screenshot below)
- Set the Field, Language, Table Name, and Value details as needed and save the sys_translated_text record
Additional Information
- How to identify the sp_instance record for a Service Portal Widget Instance: https://hi.service-now.com/kb_view.do?sysparm_article=KB0683179