How to support email inbound action for all languages

[Sachin G K1]

There is email inbound action which creates incident based on received email subject. But it works only for English language. I wish to create incident record irrespective of language used by user in email. How can we do this? How can email inbound action support multiple languages?

Thanks in Advance,

Sachin 

[Ratnakar7]

Hi @Sachin G K1 ,

The Dynamic Translation , Google Translate API with ServiceNow  and Google Cloud Translator Service spoke might help with this.

Thanks,

Ratnakar

[Riya Verma]

Hi @Sachin G K1 ,

Hope you are doing fine. 

If you want inbound email action to work on multiple language except english, there are list of step which you can follow in order to get this work for you. 

Below are steps to support multiple languages:

1. Implement language detection functionality within the email inbound action. This can be done by using language detection libraries or APIs that can analyse the email content and determine the language used.
2. Create a language mapping table or configuration where we can associate multiple languages with their respective incident creation rules. For example, you can map the subject keywords or patterns commonly used in different languages to specific incident creation rules
3. Modify the email inbound action logic to handle subject variations across different languages using regex expression.
4. Implement language-specific incident templates to capture language-specific details and ensure the appropriate information is recorded based on the detected language.
5. You can enhance language support capabilities by using updated language detection APIs available in order to improve the accuracy of identifying the knowledge.

Please mark the answer correct/helpful if it was useful .

Regards,

Riya Verma 

ServiceNow Developer

[Rahul Kumar17]

hi,

To make the email inbound action create incidents irrespective of the language used by the user in the email, you can modify the email processing logic to handle multiple languages. Here are some steps you can follow:

1. Language Detection: Implement a language detection mechanism to identify the language used in the email subject or content. There are various language detection libraries and APIs available that can analyze the text and determine the language. Choose a suitable language detection method and integrate it into your email processing logic.

2. Language Mapping: Create a language mapping table or configuration that associates each supported language with the corresponding incident category, subcategory, or any other relevant field values. For example, you might have a mapping that associates "French" with the incident category "General Inquiry" or "German" with the subcategory "Technical Issue."

3. Conditional Routing: Modify the email inbound action logic to include conditional routing based on the detected language. When processing an email, determine the language using the language detection mechanism. Then, based on the detected language, map it to the appropriate incident category, subcategory, or field values using the language mapping table.

4. Create Incidents: Create the incident record programmatically within the email processing logic. Set the relevant fields such as category, subcategory, subject, description, etc., based on the language mapping and other extracted information from the email. Ensure that all required fields are populated correctly.

5. Language-specific Templates: If necessary, consider creating language-specific email templates for incident acknowledgments or follow-up communications. Customize the templates to match the language used by the user. This step enhances the user experience and ensures consistent communication.

6. Testing and Iteration: Test the modified email inbound action with emails in different languages to ensure accurate language detection, proper mapping, and incident creation. Iterate and refine the logic as needed based on testing results and user feedback.

By incorporating language detection, mapping, and conditional routing into the email inbound action, you can support multiple languages and create incidents irrespective of the language used by the user in the email. This approach allows for a more inclusive and user-friendly experience for non-English speaking users.

Thanks,

Rahul Kumar