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This section helps you understand how to customize your application instance for use by a global user community.

How Internationalization and Localization Works   

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The administrator can also override the existing translation for any record of the system level language catalog. For example, you can add the translation for a new custom field. You can also change the translation for the system defined term Support Group in your local language.

Enable Localization

A configuration parameter ENABLE_SHARING_OF_LANGUAGE_TRANSLATIONS must be set to Yes to enable the internationalization and localization. After you enable, the translations for the custom fields in your locale and language are shared with the model slice. Sharing with the model slice improves the quality of translations. As the model slice is used to create new slices, the newly created slices can use more language catalog items.

Select MANAGE, ADMINISTRATION, User Preferences, My Profile and set your language preference. The application replaces the UI text elements with the matching entries in the language of the selected locale. The application also replaces all system defined entities with the matching entries in the language of the selected locale. Examples of  system defined entities are auto routes, workflow actions, and communication templates.

Entities Only Available in English

CA Cloud Service Management renders the following entities only in English:

• Login page
• Session Expiration Message
• Number formats
• Abbreviations
• Matching Conditions and the SQL queries
• Data Extract Labels
• Log output
• Email IDs and domain names.
• Licenses.
• Enabling Schedulers and Job Triggers.

Assumptions and Intended Behavior

The assumptions and intended behavior that are related to localization in the application are as follows:

Creating and Modifying Entities and Records

• The administrator is expected to enter primary data in English. The system does all the language lookups using English as the search key.
• Entities in the predefined areas such as workflows, templates, defined searches must be created and modified in English. Once the entity is created, the administrator can add equivalent field translations where the application accepts more language-based values.
• The application looks up the Name and Description for communication templates, ticket templates, reports, defined searches, workflow actions, and task flows or groups against the language catalog. The application localizes these entities on the Self-Service user and analyst interfaces only if the translations are available.
• The application replaces the response text in the feedback forms only if the language catalog includes the translations.

Locale Selection

The locale of the browser or the external portal does not affect the locale of CA Cloud Service Management. The application uses the locale as defined in the User Profile.

Localization Impact

Localization has an impact on the following application features:

Localized Defined Searches

You can modify the defined searches to display the results in the language of the user locale. To add a prefix i18n_ to the column names, modify the select query. For example, modify the status column to i18n_status in the select query. The application automatically translates the query results for such columns. If the related defined search has i18n_ prefixed columns, the ad-hoc reports display the translated data.

Bulk Process Data

You can import language translations into the system by using Bulk Process Data. The Language Catalog sheet enables you to enter the keys and the relevant translations in different languages.

Localization of Email Configuration

The administrator configures the communication templates to enable the outgoing communication according to the locale preference of logged in user. You can create the communication templates in English and then add the translations for any supported languages. The system defined communication templates have predefined translations.

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• Search Communication History: The Search Communication History lists the communication records with the locale in which the communication record has been sent.

Known Limitations

You have the following limitations when you use a localized version in any of the supported locales other than English:

• The bold or italicized characters are not supported in the Asian languages.
• Table sorting functionality is based on character sorting and has been validated only for English input values. Sorting do not work for other languages.
• If the password is specified in a language other than English, the password strength validations do not work appropriately. For example, number of characters, special characters, and integers.
Passwords do not work for different languages like Chinese or Japanese.
• Any localized calendar with a different start day of the week or local calendars are not supported. For example, start day of the week as Saturday.
• The browser locale controls the status bar messages. If the application makes an AJAX request, the status message gets translated.
• The label captions of the Browse button for File Uploads depend the browser. The application does not control them.
• Confirmation prompt dialogs with buttons such as Ok, Cancel, and Confirm depend on the browser. The application does not control them.
• Web service internationalization has some limitations.
• In the trend reports, when data points are based on months, the names of months appear in English.
• A user with a locale other than default has to specify the search criteria only in English. To get proper results while searching from Home, enter values such as Impact, Urgency, Priority, or Source fields in English.
• For any searches in ticket types, the user can select the input value from the available drop-down list. The system translates the locale language to English and then runs the query to generate correct results.
Alphabetical sorting of the items in lists as in Ticket Templates is based on character sorting.
• SERVICE REQUEST
• INCIDENT
• PROBLEM
• CHANGE REQUEST
• TASK TICKET
• TICKET
• CASE
• RE:
• FW:
• Out of the Office
• Returned Mail
• auto: cn
• mailer-daemon
• undeliverable:
• Approved
• Rejected

Build Language Catalog

CA Cloud Service Management supports the following languages:

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1. Select MANAGE, ADMINISTRATION, Tools, Language Catalog to view a list of screen elements of the application.
   To fetch new entries from the predefined areas like Action Name and Templates, click Update Elements .

2. Override Existing Translation: To provide a custom translation for an existing key, click the Translation Available field corresponding to the desired key.
   Note: The Key field displays the source text in English. The same source text is also displayed in the English Text field. The Translation Available field displays information on the languages in which the key has been translated. 

3. Click Edit in the Translations tab to edit the Language and Translated Text fields.
4. Add Translation for New Keys: Click the + button.
5. Specify the Language and the Translation Text for the key.  
   The key must be unique. You can edit the key name, language, and translated text.
6. Click Save to save the new key entry.
   The language catalog is ready with translations for new keys.

Valid Locales

CA Cloud Service Management supports the following languages:

Timezones

The Timezone field in CA Cloud Service Management is a Read Only field. You are not required to set the timezone for a given user manually. The timezone and the timestamp that is visible to users in the application depends on the system in use. When a user logs in to the application, the user account timezone value is synched with the system in use.

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