Jamie, What I can talk about is what I have seen customers do.
First, scope what you really need to do. Is it really EVERY character field or just a few. In general, I have seen 4 to 5 fields are selected -- things like Short Description, Full Description, and Resolution are the most common. I have seen one who did work log entries too as those were exposed to the customer but that is more involved as you not only have to do the individual log field but fix workflow that pulls the worklog into a single text block to pull the right text. For each field you are going to translate, create a field with identical definitions to the field it is parallel to (size/permissions/and the like). In general they choose to use the new fields as the "locale" fields and the original fields as the "English" fields. This means that you leave the English view alone and change the language views to put the Parallel fields in place of the English fields. Now, you put in workflow that if TR.LocalShortDescription != NULL on a Create or Set, you use filters to pass the content to an external translator like the google translator and assign the result to the ShortDescription field. You do this for each of the parallel fields. You also have logic that if TR.Resolution (or any other field you think is set by the support staff) is changed, it translates out to the LocalResolution (or whatever) field. You want to capture the locale of the customer so you introduce a field to capture that. I think there is a keyword, but if not get from user preferences. That way you know what language you are translating to/from for this ticket. And, as a field, you can always override it if you need to. There are details, but you get the jist. Using parallel fields for key fields and an auto translator, you can use the locale VUI structure to show the right English or locale field to the user and do a level of data localization. I hope this helps, Doug Mueller -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Jamie Sent: Friday, April 24, 2015 6:27 AM To: [email protected] Subject: Re: Question on Languages and ITSM 8.1 Hello Doug - are you able to go into more detail about some of the automated language translation software that clients are using? If not, I can look at going through the Customer Connect group to see if they can get more information. The whole "multi-language" things always comes up within our organization and I always compare our Remedy system to an email. If someone types Spanish into an email, it's kind of up to you to translate it into English. However, your comment of automated language translation software is an interesting approach I hadn't necessarily thought about. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
