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Loading certain request types based on language

Gantner Jira Admin

Since JIRA Service desk server is not providing support for multilanguage so wondering whether it's possible to use following workaround or not and if yes then is there any addon or how it can be achieved?

JIRA Service Desk - English

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JIRA Service Desk - Dutch

Ondersteuning nodig
Een probleem melden

i'm going to add all these four service request types in SD portal. Now based on language of the customer, I would like to display request type.

I'm already familiar with the add-on "Translation for JIRA service desk" and it's good one. but the only problem is that if dutch customer comes in and if he search something then it will search in english content not in dutch content. So if i keep request type based on language then i can target search confluence KB based on language label.

Accepted answers

Karolina Lasoń [Deviniti]

Hey @Gantner Jira Admin,

It's possible to do this with another of our (Deviniti) add-ons: Extension for Jira Service Desk. After you install it, you need to:

Go to Visibility in Project Settings (you'll find it in the side menu under Extension)
In Visibility, you can set which user groups will see specific Request Types, i.e. User Group - Dutch will see your request types in Dutch, and User Group - English will see only the request types in English.

What's more, there's another add-on which can help you with assigning the issues in specific languages to agents that speak that language. I'm talking about Actions for Jira Service Desk. With this app you can set custom automation rules that will assign the issue to an agent. Here are the steps:

In Project settings go to Automation -> Add rule -> Custom rule
In When select Issue created
In If select Reporter lanugage
In Then select Assign user to issue

And you're set!

Hope that helps!

Cheers,

Karolina

All comments

Karolina Lasoń [Deviniti]

Hey @Gantner Jira Admin,

It's possible to do this with another of our (Deviniti) add-ons: Extension for Jira Service Desk. After you install it, you need to:

Go to Visibility in Project Settings (you'll find it in the side menu under Extension)
In Visibility, you can set which user groups will see specific Request Types, i.e. User Group - Dutch will see your request types in Dutch, and User Group - English will see only the request types in English.

In Project settings go to Automation -> Add rule -> Custom rule
In When select Issue created
In If select Reporter lanugage
In Then select Assign user to issue

And you're set!

Hope that helps!

Cheers,

Karolina

Gantner Jira Admin

Hi @Karolina Lasoń [Deviniti]

Thanks for your answer. I think this will still not help. We are creating usergroup = organization. It might happen that some customers from same organization is comfortable with english or some are not. Is it possible to have it always based on language selected in profile?

Karolina Lasoń [Deviniti]

@Gantner Jira Admin - unfortunately, it's not possible to have it always based on language selected in profile. And I don't think there's any solution that offers that. If you can, please go to our service desk and raise a request for new feature either for Actions for Jira Service Desk app or Translation for Jira Service Desk app.

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