translation

[mathewirene]

I've noticed that when my Dutch-speaking colleague closes an incident, the resolution code she chooses (and saves) is not the same as the one that appears on my Service Now screen. For example, if she chooses "opgelost - permanent" and saves it, I see "résolu sans action". Each resolution code written in Dutch gives another resolution code in French. I've checked this on several incidents.

This is an incident created by a user. May i know how can we check this and what could be the possible reasons for the cause?

[Ricardo26 · Accepted solution]

Hi,

The choices have three properties: label, value and language. The reason behind this is that you can have many labels to the same value in different languages.

E.g. Imagine that in the incident table you have a field category that is available in two languages: English and French.

The category "technology" has a value "1".

The category "technologie" has a value "1".

The value stored in the database for this incident is "1".

If the user is using Servicenow in french, he will see the french label: "technologie"

If the user is using Servicenow in english, he will see the english label: "technology".

If this answer was helpfull, please mark as helpfull or accept the answer.

[Ricardo26 · Accepted solution]

Hi,

The choices have three properties: label, value and language. The reason behind this is that you can have many labels to the same value in different languages.

E.g. Imagine that in the incident table you have a field category that is available in two languages: English and French.

The category "technology" has a value "1".

The category "technologie" has a value "1".

The value stored in the database for this incident is "1".

If the user is using Servicenow in french, he will see the french label: "technologie"

If the user is using Servicenow in english, he will see the english label: "technology".

If this answer was helpfull, please mark as helpfull or accept the answer.

[mathewirene]

where can i check this. In which table?

[Dr Atul G- LNG]

Hi @Ricardo26 

Check these tables:

[Ankur Bawiskar · Accepted solution]

@mathewirene 

this is due to ServiceNow’s localization and translation framework for choice fields like resolution code.

Seems something is mis-configured as part of translation

Everything you ever wanted to know about the 5 translation tables 

How to debug

-> Go to the incident record in list view and add the field “resolution code” (not the label, but the actual field/value). See what text or value is stored

-> Go to the dictionary entry for the resolution code field (on the incident table). Open the "Choices" section. Review the choices for every language. ServiceNow allows you to specify different labels for the same value in different languages—check if the mapping is correct, or if some values do not exist in all languages.

-> Use the table sys_choice to see if every possible value in Dutch has an equivalent in French (and vice versa). Look for missing, incorrect, or duplicate translations

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏