Playbook translation
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06-28-2023 12:28 AM
Hello,
As anyone ever tried to translate a playbook?
The use case is : we want to display the playbook in the agent's language, even if a case is transferred to another agent (i.e. the newly assigned agent will see the translated playbook).
It seems to be poorly documented, and not using usual I18N components.
Any help/guidance would be highly appreciated
Laurent
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11-19-2024 06:31 AM
Hi Laurent,
Were you able to find a solution for this ? I'm running into similar requirement and it doesnt see to be achievable that easily.
Kind Regards,
Ankita
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11-25-2024 01:06 AM
Hey Ankita,
The NOW support team indicated that this was on the product road map, so we did not invest further in finding a solution. We first tried to configure one translated playbook in all languages, and trigger it based on the detected case language. The problem was that one case could be re-assigned to another agent, of another language. That implies to cancel the current playbook, re-trigger it and move it forward to the current step.
The only way we could find is to add text in all languages (3 in our context) in the same elements.
This was like:
TEXT IN ENGLISH:
lorem ipsum
------
TEXT IN FRENCH:
lorem ipsum
-----
TEXT IN DUTCH:
lorem ipsum
Not optimal, but considered as a viable workaround, waiting for the servicenow feature
