Trigger email notifications based on the language selected in the Service Portal user preference setting (and NOT according to user settings in backend)

[Melinda7]

Hi all!

When I'm logged in as a user in ServiceNow frontend (Service Portal) and I change my Service Portal language (in user preferences) to German, I would like to receive all email notification emails in German. When I switch it back to English, I would like to receive them in English.

Therefore I would need to set this to work according to language setting in the SP, not according to the language set in the user profile settings in the system backend.

Does anyone please have any suggestions for checking/making sure that the language picking in the Portal affects the email notification language? Currently we only use English and German.

Any help would be kindly appreciated, thank you in advance! 🙂

[Ankur Swami]

Hi @Lili Ivany 

There is not OOTB process to do it. But yes it is possible by doing the custom logic.

1. When we change the language from the profile of the Portal then it is converted from the system property. The only way we can get the value from it by doing the script "gs.getSession().getLanguage()".

2. The custom logic for this is, You just need to create the custom field on the user profile "Portal Language".  

3. You need to set the custom field with the same language selected on the Portal. And it should be set when the language is changing. By default, you have to run the fix script on the User Profile to set the field the first time.

4. For the Notification part you have to create the Notifications in the different languages and apply the condition that "User >> Portal Language >> English", "User >> Portal Language >> German".

For any coding assistance required for this please let me know,

Mark correct/helpfull if this helps your query. 

Thanks,

Ankur Swami

[Alex Coope - SN · Accepted solution]

@LiLi Ivany,

The best way to set up notifications to work in other languages, is to essentially duplicate each notification designed to send to a persona (such as the Caller) whereby you add an additional aspect to the trigger condition of the notification:



So, this checks for the User's language preference (as set by their profile in the portal) this will only send this Japanese version of the notification because their language preference is Japanese. Where-as an English user would need to have the same but with a Language condition of "English" in this example.
- It's also worth highlighting that the body or notification's template would need to be in the respective language, which is another reason to duplicate the notifications in this way

This is not to say you need to do this for every single notification, just the ones you want to have in other languages,

To learn more about this and other similar topics with localization, check our training here


*** IMPORTANT NOTE ***
This method is now outdated and there's no need to duplicate email notifications any more:
- Dynamically translated emails can be done following this,
- Pre-translated email templates using the Localization Framework can be done following this,


Many thanks,
Kind regards