What does the "request language" custom field do?

[Capi _resolution_]

Hi,

I keep seeing the "request language" in JSM, and I'm not exactly what it does. I have tried to find documentation, but the only thing I can find is this: https://developer.atlassian.com/cloud/jira/service-desk/rest/intro/#request-language.

I'm a bit confused just by looking at the first sentence:

"By default, responses are translated based on the requesting user's language preference, or the Jira site default language if anonymous."

It talks about translating requests, but I'm not aware that JSM translates request content in any way. Am I wrong? Is this something Atlassian is working on? Can it already be done through the Jira Cloud Platform APIs?

[Angélica Luz · Accepted solution]

Hello @Capi _resolution_,

Thank you for your question!

The Request Language field shows the language that the customer is using in the customer portal.

This only works if the languages set in the project are visible to customers and up to date. They can select any language on their profile, but it will only show on the Request language the ones that were added to the project. 

• Provide help in multiple languages

With this said, if the customer goes to their profile in the customer portal and changes their language, for example, to Portuguese or Spanish, once they create a ticket, it will show their language, so agents will know what language they are using.

If they don’t change the language or the preferred language is not visible, it will show by default “English”.

Hope this helps!

If you have any other questions regarding this matter, please let us know.

Kind regards,
Angélica

[Capi _resolution_]

Thanks for the reply Angelica!

It's all clear now.