Introduction

For the multi-language use, the new self-service supports the same languages as ESM does. Supported languages are:

• English
• Czech
• Danish
• Finnish
• French
• German
• Italian
• Norwegian
• Polish
• Spanish
• Swedish

Matrix42 supplies translations for the built-in fixed UI texts. Administrators are responsible for providing translations for any content they create (see "Translation Process" chapter below).

Preparation for Multi-Language Self-Service

Service Management Tool: Platform Settings

Before adding any localization, check and set platform settings. This needs to be done correctly, so that Self-Service works properly and localization of the content is possible for multi-language use.

• In the following settings, list the languages that are needed for translations:
  • languages
  • languages.translation.support
  • Note that values in these settings don't affect the visible languages in the translation tables in Self-Service's localization areas. These settings affect which languages are supported for the end users.

Set the Self-Service's Default Language

• The platform setting ess2.language sets the default language for Self-Service forms both in Self-Service Administration and in the Self-Service User Interface.
  • By default, the value is empty. In this case the master language is used as the default language.
  • Supported codes for languages are: en, cs, da, fi, fr, de, it, no, pl, sp, se
  • Default language can be set to be any of the supported languages

General Settings - Language Settings

In general settings the administrator can control what languages are available to configure and what are visible for end users on the Self-Service side.

By checking the box on the Available to Configure column, the administrator can enable languages before they are exposed to end users. This way the administrator can first configure all the languages, before they are made visible to the end users.

When administrator wants to release new languages for the end users, they need to check the box for the language on the Visible in Self-Service column. 

Once the the languages have been selected, the end users can then change the language for their account in the ESS2 by clicking their initials and selecting a language. The selected language persists over upcoming login sessions.

ESS2 UI Texts

Once language is set to be visible in the Self-Service, built-in fixed UI texts also supports multi-language use, but:

• The default greeting ("Hi, username") is translated as UI text, but the custom greeting text doesn't support multi-language yet.
• Built-in fixed UI texts are translated by Matrix42 by default and cannot be modified from the administrator interface.

Localization Guide

Translation Process

Localization can be done in following configuration areas:

Localization of the Homepage

• Homepage (aka Useful Links)
  • Translation table for URL or Link to Catalog.
  • Note that Links to Panels or Forms are translated in their respective areas.

Localization of the General Forms (and Catalog Forms)

Localization for forms is done one by one to each form individually through the localization table. The administrator can open the localization table for a specific form by first selecting the form that needs translation, and then clicking the Localization option.

Values with the grey background are not yet translated. Untranslated values use the default values (shown in italics) in the user interface.

Clicking on the text on the localization table, opens the translations menu, where selection is focused on text to be translated.

Note: 

Providing translations for keywords works similar way as providing keywords for form on Form Definition tab. Give the keyword and press space. User interface then automatically sets it to be a keyword tag.

For text elements on admin user interface, translations as rich text format is supported

What Cannot be Translated on the Form Localization Editor

• Dropdown fields (single & multivalue). 
  • If admin configures static string from any template to be used in drop-downs, the translations from the template side is used on the Self-Service user interface for end users.
  • If admin configures reference attribute from source template to be used in drop-downs, the drop-down shows only data card's primary attribute value which cannot be translated.
  • If the admin configures checkbox from any template to be used in drop-downs, the translations from the template side is used on the Self-Service user interface for end users.
  • Note: Custom values must be translated in the Localization tab

Localization of the Case Presentation

Display Names is renamed to Localization and all existing field names and their updates are migrated to new Localization table.

For translations, case presentation fields use ESM template translations by default.

In case master language term need to be changed to more end user friendly term, the administrator must define it in first column after the Attribute Name field. Translations to other languages follow similar logic like in the other Localization configuration areas.

Localization of the Panels

Translations for panels and their descriptions can be found and configured on the panel localization tab. Pen icon on the right-hand side of the table shows what rows can be edited.

Note: Panel might have panel groups, but in this case translations shall be done in panel groups side even they are visible on the Panel configuration. 

Localization of the Panel groups

Translations for panel groups and their descriptions can be found and configured on the panel group localization tab. Pen icon on the right-hand side of the table shows what rows can be edited.

Note that form names and their translations are visible in Localization configuration area, but their translations must done on forms localization

Areas Where Localization Is Not Supported

Following components or functionalities don't support multi-language yet:

• Catalog items and catalog categories.
• Some areas in shopping cart might miss multi-language.
  • For example, items in cart, content visible on confirmation page.
• Reference drop-down values.
• Announcements.
• Search for catalog content or catalog categories.
• Content in approvals.

Search in Multi-language Environments

By default, the end user's search uses the language that is selected for that user. In case the subject or keywords are not translated, the fallback for search language is the ESS2 default language set in the platform settings.

Note that in case form names are translated, but keywords are not:

• The translated form subject is used on end user language. 
• For searching from keywords, the keywords defined on the form main view are used.