This article explains how to integrate Microsoft Azure Translator with ServiceNow to translate texts into user-preferred languages and highlights the available out-of-the-box features.
Create a Translator resource in the Azure portal:
1) Open portal.azure.com, search for translator and click on Create Translator.
2) Fill in all the required details:
Subscription: Select one of your available Azure subscriptions.
Resource Group: You can create a new resource group or add your resource to a preexisting resource group that shares the same lifecycle, permissions, and policies.
Resource Region: Choose Global unless your business or application requires a specific region.
Name: Enter a name for your resource. The name you choose must be unique within Azure.
Pricing tier: Select a pricing tier that meets your needs:
Every subscription includes one free tier.
The free tier has the same features as paid plans and never expires.
Only one free tier resource is allowed per subscription.
Document translation is available only in paid tiers.
Language Studio works only with S1 or D3 tiers.
If you just want to try document translation, choose the Standard S1 tier.
3) Select Review + Create.
4) Open the Translator resource you created, go to Keys and Endpoint, and copy one of the keys along with the endpoint URL and region.
5) Thus, translator resource is now ready, and you can proceed with the integration in ServiceNow.
Dynamic Translation Integration with ServiceNow:
Plugins required:
1) Dynamic Translation
2) Dynamic Translation Spoke
3) Dynamic Translation for Agent Chat
4) Dynamic Translation for Virtual Agent
5) Internationalisation plugin
6) I18N: Arabic Translations, I18N: Brazilian Portuguese Translations, I18N: Czech Translations, I18N: Dutch Translations, I18N: Finnish Translations, I18N: French Canada Translations, I18N: French Translations, I18N: German Translations, I18N: Hebrew Translations, I18N: Hungarian Translations, I18N: Italian Translations, I18N: Japanese Translations, I18N: Korean Translations, I18N: Norwegian Translations, I18N: Polish Translations, I18N: Portuguese Translations, I18N: Russian Translations, I18N: Simplified Chinese Translations, I18N: Spanish Translations, I18N: Swedish Translations, I18N: Thai Translations, I18N: Traditional Chinese Translations, I18N: Turkish Translations
System properties to enable:
glide.dynamic.translation.enable.sync
com.glide.cs.dynamic.translation.enable.virtual_agent
glide.knowman.enable_multi_language_search
com.glide.cs.guest_session_resumable
glide.knowman.translation.enable_translation_task
Steps to set up connection between ServiceNow & Microsoft Azure:
Set the application scope to “Microsoft Azure Translator Service Spoke”
Navigate to All -> Integration Hub -> Connections & Credentials -> Connection & Credential Aliases
Search for MicrosoftTranslation in the Name field and open the record. Go to the Connections related list.
4. Create a new Credential. Select API Key Credentials as type of credential
5. Populate the Name & API Key with one of the keys generated in Azure for translator & save the record.
6. In the MS Translation Credentials record, populate the following fields with azure translator details:
Connection URL <=> Text translation of the azure translator
ocp-apim-subscription-region <=> Region as in azure translator
7. Update the record.
Activate Dynamic Translation:
Navigate to All -> Dynamic Translation -> Translator Configurations
Open the "Microsoft" record. Activate it and set Mark as default for translation and Mark as default for detection.
Dynamic Language Translation in ServiceNow provides three main capabilities:
Field-level dynamic translation - Refer to Enable dynamic translation for a field
Translate a knowledge article from a translation task: This can be done in two ways.
Way 1: Open a published Knowledge Article and go to the Related Links, click Translate
Select the target language → Click Machine Translate. Verify article body, short description and meta tags are translated.
Click on Create Draft Article. Verify a translated draft article is created and visible to contributors.
Once the article is published, users with the same language preference can search and view the article in their language in ESC portal.
Way 2: Navigate to a published Knowledge Article. Under Related Links, click Request Translations. Refer to Translate Knowledge article from a translation task to continue the next process.
3. Enable Dynamic Translation in Virtual Agent & Agent Chat: Refer to Enable Dynamic Translation for Virtual Agent
Similar to the steps mentioned in above document, navigate to All -> Conversational Interfaces -> Settings. Select Virtual Agent, on the Natural Language Understanding (NLU) card, select view all. Verify supported NLU languages open, in the enabled column, set value as true for all the languages.
Refer to Dynamic Translation for Agent Chat
Limitations in Dynamic Translations - Limitations
