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Language Support and Request language field on Service Management projects

Language support is a great feature so we can translate the customer portal, request types, and notifications on a Service project.

Although it seems that the Request language field is set based on the language the customer selected on their profile in the portal, it actually doesn’t work like that.

What is the Request language for?

The Request language field allows administrators and agents to filter requests based on the language the ticket was raised.

The Request language field is searchable via JQL using advanced mode and it can be useful for:

  • Queues

  • Automation

  • SLA

  • Reports

How does it work?

The Request language works along with the Language support because the options on this field are only those added on the Language support (Project settings > Language support), but the value on a ticket will be set based on the content added to the summary and description, so this feature provides a smart detection and will read what the customer added to the request and it will store it on the Request language field.

  • If a customer selects a language on their profile that is not available on the project and adds a summary and description using this language, the Request language will be the default project language.

  • If a customer selects a language on their profile that is available on the project and creates a request in a language that is not available on the project, the request’s language will be set based on the customer’s profile language.

  • In case an agent creates a ticket on behalf of the customer, then, it will consider the agent’s profile language.

Examples:

Ticket created via the portal where the customer preferred language is set to Portuguese and the project’s default language is also Portuguese, but the summary and description are in English.

Request language: English.

Customer notifications: Portuguese

Screen Shot 2021-11-11 at 16.43.03.png 
Ticket created via the portal where the customer preferred language is French and summary/description is also in French, but the language is not available on the Language support.

Request language: English (project default).

Customer notifications: English

Screen Shot 2021-11-11 at 17.27.13.png 
The default language of the project is English, the preferred language of the customer is Portuguese (also available in the project), but the request was created in Japanese.

Request language: Portuguese.

Customer notifications: Portuguese

Screen Shot 2021-11-11 at 16.55.22.png 

Ticket created on behalf of the customer (via the Create button in Jira) with text in Punjabi.

Customer preferred language: French.

Project’s default language: English.

Agent’s language: Portuguese.

Request language: Portuguese.

Customer notifications: French

Screen Shot 2021-11-11 at 17.47.43.png

In the above examples, I used the customer portal and the Create button, but the same behavior happens if the ticket is created via e-mail, widget, and REST API.

Notifications:

Customers will receive notifications based on their profile language when it’s available in the project.

Links

Documentation:

Related Community Posts:

Known bugs:

Hope this article helps you to understand how this feature and custom field work.

Warm regards,
Angélica

2 comments

Ivan Lima Community Leader Nov 14, 2021

Great article, @Angélica Luz. Thanks for sharing. 👍🏼

Like Angélica Luz likes this

Thanks for sharing. Helpful!

Like Angélica Luz likes this

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