ServiceNow email notifications sent in a wrong language - Istanbul

Mussie
ServiceNow Employee
ServiceNow Employee

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

11 REPLIES 11

Daniel Draes
ServiceNow Employee
ServiceNow Employee

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.


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?


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.


Slava Savitsky
Giga Sage

Hi Mussie


Have you managed to resolve the issue?


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