Playbook translation

[Laurent Ergen]

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 

[Ankita23]

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

[Laurent Ergen]

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

[santosh_k]

@Laurent Ergen  Please follow the steps for playbook translation:

1. In the filter bar, type and enter sys_pd_process_definition.list.
2. Select the playbook that you want to add translations for.
3. Open the Translated Messages tab.
   All of your playbook text is listed here.
4. Open a piece of text that you want to translate.
5. From the Language drop-down, select the language that you want to translate to.
6. In the Message field, enter the translation.
7. Right-click on the form header to open the context menu, and select Save.
   Your translation is saved.

If my response helped please mark it Helpful .👍

Regards,
Santosh