Sent Email to caller when incident is created to their native lnguage

[sgokul1407]

Hi Team,

I have a requirement to send an email notification to the Caller whenever a new Incident is created or updated. The email should automatically be sent in the Caller’s preferred/native language, based on the language selected in the User record (Language field).

Requirement Details:

• Table: Incident

• Trigger: When a new Incident is created (and updated if applicable)

• Recipient: Caller

• Language: Should match the Caller’s preferred language (User → Language field)

My Understanding:

ServiceNow supports multi-language functionality through:

• The Language field on the User record

• Translated email templates

• The Notification system automatically detecting the recipient’s language

Based on this, if the notification and email templates are properly translated, the system should automatically send the email in the Caller’s selected language.

Clarifications Needed:

1. Do we need to enable any specific system property to support this behavior?

2. Should we create translated versions of the Email Template using Message or Notification translations?

3. Is there anything additional required to ensure the system dynamically picks the Caller’s preferred language?

If anyone has implemented this before, could you please share the recommended approach or best practices?

Thanks in advance!

[Dominik Simunek]

Hi, my recommendation would be to look into the baseline feature for the Email Notification Translation described here: Multilingual email notifications • Zurich ServiceNow AI Platform Administration • Docs | ServiceNow. There is a dedicated plugin for it: Activate Glide Notification Translation • Zurich ServiceNow AI Platform Administration • Docs | Serv...

Be aware that you can do either Static or Dynamic translations of emails. For the Dynamic, you would need to have Dynamic Translation licensed, implemented, and consider the potential costs if you start dynamically translating thousands of sent emails, potentially.

[yashkamde]

Hello @sgokul1407 ,

Refer this :

Trigger email notifications based on the language selected 

How to set up dynamic translation for email notifications 

If my response helped mark as helpful and accept the solution.

[Ankur Bawiskar]

@sgokul1407 

you can use multi-lingual email notifications

How to set up dynamic translation for email notifications 

also check this

Emails in other languages - Easy to Complex - (updated) 

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