CSM Case API returning English display values despite French translations configured

satishyanam · 4 hours ago

Hello Team,

We are consuming the ServiceNow CSM Case API and are attempting to retrieve localized French display values for choice fields.

https://www.servicenow.com/docs/r/api-reference/rest-apis/case-api.html

API usage : /api/sn_customerservice/case?sysparm_query=number=XXXXX&sysparm_display_value=all&sysparm_fields=number,state,priority,short_description

Observed Behavior

The response returns English display values for fields such as:

{

"result": [

{

"number": {

"name": "number",

"label": "Number",

"value": "********",

"display_value": "*********",

"type": "string"

},

"state": {

"name": "state",

"label": "State",

"value": "1",

"display_value": "New",

"type": "integer"

},

"priority": {

"name": "priority",

"label": "Priority",

"value": "2",

"display_value": "2 - High",

"type": "integer"

},

"short_description": {

"name": "short_description",

"label": "Short Description",

"value": " acknowledgement test",

"display_value": "acknowledgement test",

"type": "string"

},

"case_action_summary": {

"name": "case_action_summary",

"label": "Case Action Summary",

"value": null,

"display_value": "",

"type": "reference"

},

"sys_id": {

"label": "Sys ID",

"value": "************",

"displayValue": "***************",

"type": "GUID"

}

]

}

Localization Configuration Verified

We have verified that French translations exist in the sys_choice and sys_documentation table and looks good.

Testing Performed

We tested requests with header:

Accept-Language: fr

Accept-Language: fr-CA

Accept-Language: fq

However, the API always continues to return only English display labels.

Questions

Does the CSM Case API (/api/sn_customerservice/case) support localized display values based on user language or request headers?
Is Accept-Language supported by this API?
When is used(sysparm_display_value=all), should translated labels from sys_choice be returned?
If localization is supported, what is the recommended configuration to retrieve French labels?
If localization is not supported by the Case API, what is the recommended approach for retrieving translated choice labels for CSM fields?

Reviewed the Case API documentation but could not find any references to localization or language-specific response behavior.

Thank you for your guidance.

Kieran Anson · 2 hours ago

Localisation will be based on the user account the integration is running at. I'm not familiar with the header you're trying to pass and wh