Email Notification in different languages

gowthamanbalu · ‎01-06-2017

Hi Team,

I thought of seeking help/advice from this group on one of the requirements I received.

Here it goes.

As We have diverse clients across geographical locations, ServiceNow email Notifications should be sent in the language selected in user profile (Only user prefers to receive notifications in their language).

1. Rather creating multiple notifications (i.e. Having same notifications in different languages), could we dynamically translate the notification content to the selected language? - ( I agree, it's a invalid ask)

2. If we have multiple notifications (i.e. Having same notifications in different languages), how could we handle and relate them to user profile?

3. Do we have any other alternate method to fulfill this requirement!! Thanks for looking into this!!

Regards, GB

Chuck Tomasi · ‎01-06-2017

Another option is to go with multiple notifications. I did this as a customer. All my notifications were triggered by events. For example the event my_table.record.assigned_to_me would trigger three, one in English, one in Spanish, and one in Chinese.

Notifications were named something like this (with corresponding subjects and bodies)

Assigned to me - EN

Assigned to me - ES

Assigned to me - ZH

Then, each of the three would respond to the event, but the filter did a simple check to see which one actually gets sent.

Example: Assigned to me - EN condition would be

Condition: Assigned to.Language | is | English

It made adding another language pretty straight forward when it came to translating notifications. No scripting involved (aside from the BRs that trigger the event.)

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raprohaska · ‎01-26-2017

Chuck,

I'm curious why you wouldn't promote using gs.GetMessage since it is language separated and works on the base fundamentals that drive language separated choice values and field labels?

Chuck Tomasi · ‎01-26-2017

Hi Aaron,

gs.getMessage() is definitely possible. In the context of notifications, I found it easier to construct the templates/bodies of the message using the ${fieldname} construct rather than putting everything in to a script and passing parameters to gs.getMessage(). Both require similar translation services on the back end. It was really a choice of what you want to maintain as new languages are added (or removed) and what you need to update when changes are made. It's a close decision (60/40 towards multiple notifications triggered from a single event then filtered on language in my opinion.)

gowthamanbalu · ‎02-14-2017

Here I got a concern.

Lets take I am creating a Notification for an assignment group. In that group, one member's language is English and another member has language as French. How could we handle such cases if we choose to go with multiple notifications for different languages.

Regards ~ GB

Chuck Tomasi · ‎02-14-2017

In this case you would have to break out the members of the group. I heard someone has something on Share that me helpful. I haven't looked yet.

johnram · ‎09-22-2017

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