question Re: ServiceNow email notifications sent in a wrong language - Istanbul in ServiceNow AI Platform forum

ServiceNow email notifications sent in a wrong language - Istanbul

Mussie — Wed, 05 Apr 2017 02:56:07 GMT

Hi Guys,

I have enabled multiple languages in the client Istanbul instance I am working on. Even though the default language is English emails notifications are being sent in Portuguese. I know you can create send email notification in different languages based on the language set on the user's profile. But the problem I am having is emails are being sent in Portuguese for everyone.

Any thoughts?

Mussie

Re: ServiceNow email notifications sent in a wrong language - Istanbul

abdulrizwan — Wed, 05 Apr 2017 07:59:15 GMT

Hi Mussie,

check condition of email notification "when to send"

If email body is in Portuguese and condition is set as irrespective of Language, then it will fire notification for any user language.

Re: ServiceNow email notifications sent in a wrong language - Istanbul

Mussie — Wed, 05 Apr 2017 23:00:07 GMT

Hi Abdul, this is happening for all notifications and all of them don't have language field in the condition. The email notifications are sent in Portuguese regardless of the user's language preference.

Mussie

Re: ServiceNow email notifications sent in a wrong language - Istanbul

danzak — Thu, 13 Apr 2017 00:37:40 GMT

Individual notifications are designed to only be for one specific language. If you have 100 English notifications and want to add Portuguese support, you'll need to either duplicate all 100 of those notifications (and add conditions like Abdul mentioned) or add scripting logic. Scripting as a solution likely won't work if your notification has more than one recipient (one recipient might want Portuguese while the other English).

The "Preview Notification" button on a Notification is really helpful for this as it can tell you what users will be included or not without actually triggering the notification. You'll be able to see if your Portuguese notifications would be sent to an English user. Play around with conditions until the English users are no longer getting the notifications.

This community post is pretty useful for describing what to do with duplicating notifications:

Multi-lingual Email notifications/templates

You can also search google for a scripting approach. I came across a couple that seemed like they would likely work.

Re: ServiceNow email notifications sent in a wrong language - Istanbul

Mussie — Mon, 17 Apr 2017 22:43:15 GMT

Thanks Dan, appreciate the reply. But my issue is not specific to a certain notification. Pretty much all the notification are being sent out in Portuguese and I am fairly sure that this is a system bug but has got not to do with the language settings. I have already logged a HI ticket and waiting for the response. Will update the post with the fix suggested.

Mussie

Re: ServiceNow email notifications sent in a wrong language - Istanbul

Daniel Draes — Tue, 18 Apr 2017 06:30:10 GMT

Bear in mind, the language of a notification to be send is not determined by the recipients language in his profile!! Unfortunately this is still a gap in our functionality.

So far the notifications are triggered in the language of the user triggering the notification. So if you trigger it (by updating a record) and your profile is set to portoguese, than the notification is send in your language. This is usually not what you want.

Therefor Dan's comment is spot on on how you should configure it.

Re: ServiceNow email notifications sent in a wrong language - Istanbul

Slava Savitsky — Fri, 09 Jun 2017 09:18:33 GMT

Hi Mussie

Have you managed to resolve the issue?

Re: ServiceNow email notifications sent in a wrong language - Istanbul

Slava Savitsky — Fri, 09 Jun 2017 09:24:52 GMT

Hi Daniel

Could you please give me some more details on how the system determines which notification to use depending on the language of the user who triggers it? Is there an attribute in the notification record that indicates its language and is matched against the language selected in the user's profile?

Re: ServiceNow email notifications sent in a wrong language - Istanbul

danzak — Fri, 09 Jun 2017 14:18:39 GMT

It's worth noting that notifications are not individualized per user. Let's say you have a notification where you send the notification to every member of a group. Only one email will be generated and it will be sent to all members of that group. Regardless if one member prefers English and one prefers Spanish, the notification will go out in only one language. Even if the notification has only one recipient, there is nothing to determine that user's language and all users should receive the same notifications in the same language even if that notification doesn't match their preferred language.

The workarounds currently are painful. Imagine you have a notification that goes out in English. You could duplicate that notification and create a Spanish form of the notification. Then in an email script attached to the notification you could remove recipients from the English version that prefer a non-English language. You would do this for each notification and each language you'd like to support. Clearly, this isn't the ideal approach, but there isn't a particularly good way to accomplish this currently.

Re: ServiceNow email notifications sent in a wrong language - Istanbul

Mussie — Wed, 14 Jun 2017 00:55:26 GMT

Hi Slava,

No, I didn't. I didn't even follow up with HI, somehow it has fallen through the cracks. Let me know if you manage to resolve this.

Mussie

Re: ServiceNow email notifications sent in a wrong language - Istanbul

richa83 — Thu, 21 Oct 2021 08:21:29 GMT

Did anyone find a solution to this? I am facing the same issue.

Regards

Richa

Re: ServiceNow email notifications sent in a wrong language - Istanbul

richa83 — Thu, 21 Oct 2021 08:45:48 GMT

Please ignore I found the solution

Here's the solution - https://hi.service-now.com/kb_view.do?sysparm_article=KB0784502.