Build the Language Catalog

If you are using a non-English language, you must first create in English and then create translations for it. Creating in English enhances the way the search feature is used in the application. Serviceaide Intelligent Service Management supports the following languages:

• English
• Chinese
• Japanese
• Spanish
• French
• German
• Brazilian Portuguese
• Russian
• Swedish
• Finnish

Note: Documentation for Intelligent Service Management is only available in following languages:

• English
• Spanish
• Brazilian Portuguese

Intelligent Service Management provides 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. The Customized language catalog contains all the translations for custom defined entities and records like attributes, attribute values, workflow actions. You as an administrator must add the customized entity and the corresponding translation to the customized language catalog.

The configuration parameter ENABLE_SHARING_OF_LANGUAGE_TRANSLATIONS must be set to YES to enable internationalization and localization. Click your profile picture, select My Account, and set your language preference. Intelligent Service Management replaces the UI text elements and all system defined entities like auto-routes, workflow actions, communication templates with matching entries in the selected locale.

The configuration parameter LANGUAGE_SELECTION_FOR_USERS is used to select the languages that are to be available for end users to choose from in their profile and therefore present the user interface in that language. For all existing customers this parameter will be set to the languages that are currently being used in your environment. This parameter will also remove any communication templates in languages that are not available to end users.

Build Language Catalog

You can define translations for all the custom elements. You can provide translations for custom attributes, workflow actions, and communication templates. You can also override the system defined names and translations. For example, you can name a Support Group as Help Group and provide the translation for the string Help Group. The application replaces each occurrence of Support Group with Help Group, in the language of the selected locale.

Follow these steps:

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.