Use Localization to translate default and additional help desk field values such as Status, Category, Priority, Level, and more into multiple languages. This ensures users across regions can view familiar, translated terms within the application. For example, default Level values like “Tier 1, Tier 2, Tier 3” can be displayed as “Niveau 1, Niveau 2, Niveau 3” when a user switches their preferred language to French. Additionally, you can also translate ESM directory configurations (ESM-enabled setups) and custom configurations to provide a complete localized experience.
To configure Localization,
Go to Admin > General Settings > Translations > Localization.
Select languages in which you want to translate the field values. For ESM setups, language selection can only be done in ESM Directory > General Settings > Localization.
Select entities.
Click Save to generate translated values for the selected entity values. All the default field values will be translated. However, if you want the custom field values to be translated as well, you can follow the Import and Export Entity Localization method.
Note: Once you select entities and save them, you can no longer remove them. However, you can move the translated entity values to the draft state. Only the languages selected in the ESM Directory will be listed in the instance. If you want to add more language to the list, ask your OrgAdmin to add the required languages from ESM Directory > General Settings > Localization.
From the Localization list view, you can publish the localization for specific languages, keep them visible only to admins, or place them in drafts. Select a localization and click on the language and change the status to Only to Admin or Published.
If the entities have custom field values, you can export those entity values into your system and update the corresponding translated values and import them back to the application. That way, even the custom values of entities will be localized.
Click the Actions icon beside each entity in the list view and select Import/Export.
You can also change the status of the language from the list view by using the Update Language button.
Use the Edit Language option to add or remove languages or even add new entities to the localization. Please note, you will be allowed to select a maximum of five languages only. You cannot remove entities you have already selected.
