Translation in email Notifications

HARIRATHNA U
Tera Contributor

Sunday

Hi Team,

 

There is a requirement to populate the choices field(State and Resolution code) in Brazilian Portuguese in the email notifications.

Brazilian Portuguese user is able to see the state and resolution code choices in Brazilian Portuguese but the same does not work for email notifications. State and Resolution code field choices show up in English. All other fields in notifications is displays in Brazilian Portuguese except the state and resolution code choice fields which show up in English.

 

How the choice fields can be shown in Brazilian Portuguese language instead of English language?

Your help is highly appreciated.

 

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Matthew_13
Kilo Sage

Monday

This is OOTB ServiceNow behavior from what I have seen.

On forms, choice fields State, Resolution Code are translated using the user’s session language. Email notifications dont automatically use that language context, so they fall back to the base English choice values.

My Recommended Fix:
In the notification, use the display value instead of the raw field:

${state.getDisplayValue()}
${resolution_code.getDisplayValue()}

Also; make sure the choices are translated in System Localization → Translated Text for pt-BR.
With those two in place, the values will appear in Brazilian Portuguese in emails.

 

@HARIRATHNA U - Please mark as Accepted Solution and Thumbs Up if you find Helpful!!

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HARIRATHNA U
Tera Contributor
In response to Matthew_13

Tuesday

@Matthew_13 

 

In System Localization we can't able to create Translated text as the choice table is not showing while selecting the document please check in below screenshot but FYI we created choices we created in 2 languages.

HARIRATHNAU_2-1767695752896.png

 

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Matthew_13
Kilo Sage
In response to HARIRATHNA U

Tuesday

I can explain the usual cause and what to check.

In System Localization → Translated Text, the record can only be created when:

  1. The document table you select actually stores its labels in sys_choice.

  2. The field name in the target table has a matching Choice record with Language = pt-BR and any second language.

  3. You choose the correct table such as sn_customerservice_case or the custom table that holds state and resolution_code.

The Choice table will not appear in the selector when:

  • The base table has no translatable choice field definition, or

  • You are selecting the wrong table (for example an import/staging table instead of the business table), or

  • The translation is created only at the choice label level in sys_choice, not in Translated Text.

Action you take:

  • Open the target table dictionary → confirm the field type is Choice and references sys_choice.

  • Go to sys_choice.list → filter by:

    • Table = your case table

    • Element = state / resolution_code

    • Language = pt-BR
      and verify both language labels exist there.

  • Create the translation directly on the sys_choice label if Translated Text module does not allow it.

Email notifications will use whatever getDisplayValue() returns from sys_choice translations, not the Translated Text table.

 

@HARIRATHNA U - Please mark as Accepted Solution and Thumbs Up if you find Helpful!!

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