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Mixed language in JSM notifications

Francesco Carullo MMS

HI,

I have a JSM customer portal available in 5 languages.

I noticed that sometimes the pre-set notifications mix these languages sending notification in 2 different languages (e.g. half italian, half english). I'm not talking about the content comment (e.g. added by an agent in Italian) mixed with pre-set notification contents (e.g. in english by default), I mean that all the contents of these notifications are pre-set automatic messages, they just mix up different languages,

Any advice?

Thanks

Francesco

Accepted answers

All comments

Dexter de Vera

Hi @Francesco Carullo MMS ,

You can check the language support in that project.

Go to project settings -> Language support -> click Italian

Go to Email templates then check if the text is translated.

You can manually update the text if needed.

You may check this document about translations for email templates.

https://support.atlassian.com/jira-service-management-cloud/docs/review-update-or-add-translations-for-email-templates/

Hope it helps!

Thank you!

Francesco Carullo MMS

Hi @Dexter de Vera ,

thanks for your reply!

Actually, every text already has a translation in every language and all the templates are updated. It's just the behavior of the notification that is weird, it seems like they pick a piece of the Italian text and a piece of the English text and mix them together.

Any idea?

Thanks

Francesco

Dexter de Vera

Have you already checked the email template I posted (screenshot)? You can check it to see if it's translated correctly. Maybe you can show us the screenshot of the Italian translation of the email template.

Francesco Carullo MMS

Italian is my default language, please find below the english translations:

1 email model:

2: new request notification:

The notification mentioned in my original post is a mix of 1 (email model in English) and 2 (new request notification in Italian)

Nadhila Savira

Hi Francesco,

I've taken a look at your screenshots and it is unclear why this is happening, so I've gone ahead and created a support ticket for you. Please check your email inbox for a notification from us.

Sandro Quartieri

Hi Nadhila,

I've exactly the same problem, the translation in the customer portale is ok, but the notifications via mail are mixed language. Can you please explain which solution has been adopted for this problem?

Thanks

Screenshot 2024-09-12 084536.png

Nadhila Savira

Hi Sandro,

You likely had not translated your Resolutions. You can go to https://[site name].atlassian.net/secure/admin/ViewResolutions.jspa and click Translate Resolutions.

Screenshot 2024-09-12 at 13.54.11.png

Sandro Quartieri

Hi Nadhila,

sorry, but this is not the case, is not a resolutions translate problem.

The problem is that on the mail the translations of the variables are wrong. In this case for example the portal is ok

Screenshot 2024-09-12 141000.png

But the notification via mail, for the same ticket, is wrong

Screenshot 2024-09-12 141222.png

And also the satisfaction feedbak from my previous message, are not related to resolutions.

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