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CSM Intelligent Service Management provides the internationalization support through language catalogs at two different levels. The system level language catalog contains predefined translations of all the menus and screen options for the supported languages. In the application, every system defined communication template comes with a translation in each of the supported languages. Items such as field labels, action links, toolbar names, navigation group names, messages, are available in the supported languages. The names of workflow entities or descriptions, ticket template names or descriptions, task group names, defined search names or descriptions, CCTI values, custom field labels, system defined metric names or description, ticket status, ticket reason code, ticket phase, ticket priority, urgency, impact, and CI status are also available in the language the user selects.

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Entities Only Available in English

CSM Intelligent Service Management renders the following entities only in English:

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• 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 CSM Intelligent 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.

  Note: For more information about creating communication templates, see Create and Manage Communication Templates.

  Outgoing Communication

  The following behavior is expected from the automatic outgoing communication through entities. Examples for such entities are workflow actions and the SLA threshold violation:

  
  
  • If the translation for the used communication template is available in the locale of the intended recipient.
    The application generates the communication record in the language of the locale the recipient specifies. If the translation is not available, CSM Intelligent Service Management uses the Default communication record.
  • The application matches the language of the token values with communication record while replacing the token values with actual values. If the communication template uses custom fields, the custom field translation must be available in the locale of the user.

  The following behavior is expected from the manual outgoing communication through SendMail or Worklog Send as Mail:

  
  
  • The analyst can select the communication template to use and the locale to use while composing the message. The application transmits the communication record in the locale the analyst specifies. The application does not consider the locale of the recipient.
  • The application recomposes a message that is based on the action of the analyst. The analyst sends a request to regenerate values when the communication is sent at a specified date and time. In such cases, the application generates the message in the locale of the recipients.

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The following behavior is expected behavior when the communication records are delivered. The behavior is based on the locale of logged in user and the intended recipient, and the communication records generated.

• CSM Intelligent Service Management matches the locale of the recipient against the locale of the available communication record. If the locale matches, The application sends the localized communication record. If there is a mismatch, the default communication record is sent.
• The application decides the communication record while generating the communication record. The application then sends the communication record in the new locale of the recipient in the following conditions:
  When the locale of recipient changes after the generation of communication record, communication record is available in the new locale. When the communication record is not available in the new locale, the communication record is sent in the older locale.

Processing of Inbound Emails

CSM Intelligent Service Management parses the keywords in subject line to decide the action to take on the incoming email. The application creates a ticket or updates an existing ticket that is based on the keywords in the subject line. When the subject line contains keywords other than English, the translation of keyword is present in the language catalog to enable the keyword parsing.

To facilitate parsing of standard keywords, the application contains the translation of the following keywords in all the support languages. The first keyword match determines the locale of the message. The CSM Intelligent Service Management parses the message only for the identified locale.

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