Language Translations in Incident and Service Request Managements

Feature released in SummitAI Service Management (Tahoe SP3 HF01, Change Management)

What's New?

As a part of this enhancement the Audit Flow action in Incident Management and Service Request Management is translated to user selected language.

Earlier, if the user viewed the Audit Flow by using the Audit Flow option throughout the application, the contents were not translated.

Benefits

• This enhancement brings in multi language translation to Audit flow too.
• Better readability for users who wish to view Audit Flow of Incident or Service Request ticket in selected language.
• Improved customer experience as chronological view in Audit flow is available in user selected language. 

Prerequisites

To enable this feature, the Admin must add the following keys in the Web.config file and add Weglot key in “App:WeglotKey“

<add key="App:WeglotURL" value=https://api.weglot.com/translate?api_key= />

    <add key="App:WeglotKey" value="" /> // need to provide the Weglot key in value

    <add key="App:IsWeglotExportToExcelEnabled" value="true" />

Add the following key in the Web.config file to validate whether the columns are in English. During validation the columns to be translated, and which columns are to be excluded are verified.

<add key="App:WeglotIdentifyNonEnglishContent" value="[^a-zA-Z0-9().:@!?\"'*$#\[\];{}<>\/=|\\&^%~,_\-\s]" />

To view the Audit Flow in selected language, perform the following steps in Incident Management:

1. Navigate to Incident > Manage Incidents > My Incidents.
2. Change or Select the language to any language from the drop-down. For example the following image shows the Japanese language selection.

3.Select an Incident from the list of Incidents.

4.In the left collapsible actions panel click AUDIT FLOW.

Following fields are translated to user selected language -

1. Incident Logged
2. Incident Closed
3. Status - New, Assigned, Pending, In Progress, Resolved, Pending for Approval, Closed.

The similar Audit Flow Translation is implemented in Service Request Management. To view the Audit Flow in selected language, perform the following steps in Service Request Management:

1. Navigate to Request > Service Request List > Change the language and click AUDIT FLOW.
2. Change or Select the language to Japanese language.
3. Select a Service Request from the list.
4. In the left collapsible actions panel click AUDIT FLOW.