Request language now detected by language used in the ticket, and no longer by user profile

[Jean-Thierry Schoch]

Hello,

The request language field used to be linked to the user language in their profile.
We've seen that recently, the request language is linked to the one used within the ticket. For the same user, if the description is in English, the field will show English, but if it's in French, it'll be in French.

We frequently create issues with quite a lot of English in the text, generating a English detection, but for a french user. 

I found no way to go back to the old rule, as this new one is distorting our reporting by country.

Is there a way to do it ?
Thanks for your help

[Manon Soubies-Camy]

Hi @Jean-Thierry Schoch and welcome to Community!

I’m not aware of any recent changes to the “Request language” field, but it’s always been a tricky one to understand. This article explains how it works: Language Support and Request language field on Service Management projects.

If you want to create a report for requests raised by countries, an alternative is to create a custom field and use an automation rule to populate it, like this:

You can use this smart value to capture the reporter’s language:

{{reporter.locale}}

It's definitely not the easiest option though, but we're not able to update the Request language field through automation rules, and updating it via the workflow post-functions was not reliable either in my tests. Have you tried reaching out to Atlassian support to explain your use case?

Hope this helps!

- Manon