Mixed language in JSM notifications

Francesco Carullo MMS July 29, 2024

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,

 

languages.png

Any advice?

Thanks

Francesco

 

2 answers

1 vote
Dexter de Vera
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
July 29, 2024

Hi @Francesco Carullo MMS ,

You can check the language support in that project.

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

image.png

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

image.png

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 July 29, 2024

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
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
July 29, 2024

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 July 29, 2024

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

 

1 email model:

 

eng.png

 

2: new request notification:

eng_created.png

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

Dexter de Vera
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
July 29, 2024

If Italian is your default language, can you screenshot the project's default email template instead of English translation? It's just beside the translation tab. 

image.png

Francesco Carullo MMS July 29, 2024

here you go:

ita.png

Dexter de Vera
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
July 29, 2024

Hi @Francesco Carullo MMS ,

Based on the screenshot it should send the correct Italian text in email.

I request assistance from the Atlassian Support team to check your issue. An Atlassian Support Engineer will review the post and respond to this thread within 2 business days.

Hope it helps.

Thank you!

Like Francesco Carullo MMS likes this
Francesco Carullo MMS July 29, 2024

@Dexter de Vera thank you!

0 votes
Nadhila Savira
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
July 29, 2024

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 September 11, 2024

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
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
September 12, 2024

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 September 12, 2024

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.

 

BR

Nadhila Savira
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
September 12, 2024

Hi Sandro,

Alright, it seems like something our support team could help look into further. Since you are replying to an existing community thread, I have no information about your site to go with, and I would not want you to share more about your site on a public forum.

Could you open a support ticket please? We'd be happy to help you further there. https://support.atlassian.com/contact/

Sandro Quartieri September 12, 2024

Hi Nadhila,

I've already opened a ticket

https://support.atlassian.com/requests/CA-3147362

Thanks

Sandro Quartieri September 16, 2024

Hi Nadhila,

have you some news?

Andy Heinzer
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
September 18, 2024

Hi @Sandro Quartieri 

This particular problem you are reporting is slightly different than the original post.  In your case we have an existing improvement ticket for the translation of the satisfaction surveys (CSAT) over in JSDCLOUD-14555.  I would recommend watching this ticket for an update.

Sandro Quartieri September 18, 2024

Hi Andy,

thanks for the reply, I'm surveying the ticket.

However, I have another problem. as you can see from the screenshot below, the ticket status is also not traslated and is still in english (for example, Closed instead of Chiuso).

Do you thing this two problems are related?

 

Best Regards

Nadhila Savira
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
September 19, 2024

Hi Sandro,

Could you create your own post on the issues you're facing please? I would say it is best to do this so other people would be able to see your issues and be able to contribute from a clean slate.

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