Sent Email to caller when incident is created to their native lnguage

Hi Team,

I have a requirement to send an email notification to the Caller whenever a new Incident is created or updated. The email should automatically be sent in the Caller’s preferred/native language, based on the language selected in the User record (Language field).

Requirement Details:

• Table: Incident

• Trigger: When a new Incident is created (and updated if applicable)

• Recipient: Caller

• Language: Should match the Caller’s preferred language (User → Language field)

My Understanding:

ServiceNow supports multi-language functionality through:

• The Language field on the User record

• Translated email templates

• The Notification system automatically detecting the recipient’s language

Based on this, if the notification and email templates are properly translated, the system should automatically send the email in the Caller’s selected language.

Clarifications Needed:

1. Do we need to enable any specific system property to support this behavior?

2. Should we create translated versions of the Email Template using Message or Notification translations?

3. Is there anything additional required to ensure the system dynamically picks the Caller’s preferred language?

If anyone has implemented this before, could you please share the recommended approach or best practices?

Thanks in advance!