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Description

Service Portal: KB articles displayed in the Contextual Search is not opening with the first click if the system language is set to any language other than English.

 

 

Steps to Reproduce

  1. On OOB NY P2 instance, Install German Language Plugin.
  2. Create a KB article for the German Language
  3. Change the language to German.
  4. Open Create Incident OOB record Producer on Service Portal.
  5. In the "Please describe your issue below" field, search for the keywords in the KB created in Step 2.
  6. On the KB articles displayed in the Contextual Search, Click on the KB article subject to see the content.
  7. Observe that nothing happens.
  8. Click on that same link again, KB article expands.

    Expected behavior: The KB article should expand on the first click.
    Actual behavior: The KB article expands only on the second click.

    NOTE: With the second click it works fine & also works fine if the system language is set to English.

 

Workaround

This problem has been fixed n the Orlando version. If you are able to upgrade, review the Fixed In or Intended Fix Version fields to determine whether any versions have a planned or permanent fix.

If the affected version is lower than the Orlando version then the workaround is to do a second click.

 

 


Related Problem: PRB1376294

Seen In

There is no data to report.

Intended Fix Version

Orlando

Safe Harbor Statement

This "Intended Fix Version" information is meant to outline ServiceNow's general product direction and should not be relied upon in making a purchasing decision. The information provided here is for information purposes only and may not be incorporated into any contract. It is not a commitment, promise, or legal obligation to deliver any material, code, or functionality. The development, release, and timing of any features or functionality described for our products remains at ServiceNow's sole discretion.

Associated Community Threads

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Article Information

Last Updated:2019-12-25 01:23:38
Published:2019-12-25