Patent Publication Number: US-11385916-B2

Title: Dynamic translation of graphical user interfaces

Description:
BACKGROUND 
     Enterprises are increasing their global presence, with offices spread across different countries and continents. As a result, not all enterprise employees or customers may speak the same languages. Disparate languages become a barrier to operations when two or more employees cannot communicate with one another, or when an enterprise employee cannot communicate with a customer of the enterprise. Often this attempted communication takes place by way of graphical user interfaces within information technology tools, these tools including incident reporting, knowledgebase, or virtual chat applications. While automated translation mechanisms can be integrated into these tools, such features typically take an “all or nothing” approach to translation, such as translating all displayed text and/or not clearly indicating what has been translated. 
     SUMMARY 
     The embodiments herein provide graphical user interfaces that facilitate translation so that users who do not have any common language fluency can communicate with one another. In particular, these interfaces allow a user to specify a preferred language, and mechanisms to translate other languages appearing in the interfaces into the preferred language. The translation may involve either replacing the original text with the translated text, or positioning the translated text adjacent to or nearby the original text. Further, the user may be able to toggle whether the translated text is highlighted. This facilitates communication between users in different regions, countries or cultures without having to involve an individual who is multilingual. Additionally, dialogs between users can include these or other translation features to facilitate chat-like communication in real-time or near-real-time. 
     Accordingly, a first example embodiment may involve a database containing a plurality of items related to a software application, wherein a user profile specifies a preferred language, and wherein a particular item of the plurality of items includes text strings in the preferred language and in one or more other languages. The first example embodiment may also involve one or more processors configured to: generate, for display on a client device associated with the user profile, a graphical user interface containing (i) the text strings in the preferred language and in the other languages, (ii) a control for dynamic translation, and (iii) one or more text input controls, wherein the control for dynamic translation is deactivated, wherein a first set of the text strings in the other languages are displayed within the text input controls, and wherein a second set of the text strings in the other languages are not displayed within the text input controls; transmit, to the client device, a representation of the graphical user interface; receive, from the client device and by way of the graphical user interface, an indication that the control for dynamic translation has been activated; possibly in response to receiving the indication, cause the text strings in the other languages to be translated into the preferred language; generate, for display on the client device, an update to the graphical user interface, wherein the graphical user interface as updated includes translations of the first set of the text strings into the preferred language appearing adjacent to the first set of the text strings in the other languages, and wherein the graphical user interface as updated also includes translations of the second set of the text strings into the preferred language replacing the second set of the text strings in the other languages; and transmit, to the client device, a representation of the graphical user interface as updated. 
     A second example embodiment may involve retrieving, from a database, a particular item of a plurality of items related to a software application, wherein the particular item includes text strings in a preferred language and in one or more other languages. The second example embodiment may also involve generating, for display on a client device associated with a user profile that specifies the preferred language, a graphical user interface containing (i) the text strings in the preferred language and in the other languages, (ii) a control for dynamic translation, and (iii) one or more text input controls, wherein the control for dynamic translation is deactivated, wherein a first set of the text strings in the other languages are displayed within the text input controls, and wherein a second set of the text strings in the other languages are not displayed within the text input controls. The second example embodiment may also involve transmitting, to the client device, a representation of the graphical user interface. The second example embodiment may also involve receiving, from the client device and by way of the graphical user interface, an indication that the control for dynamic translation has been activated. The second example embodiment may also involve, possibly in response to receiving the indication, causing the text strings in the other languages to be translated into the preferred language. The second example embodiment may also involve generating, for display on the client device, an update to the graphical user interface, wherein the graphical user interface as updated includes translations of the first set of the text strings into the preferred language appearing adjacent to the first set of the text strings in the other languages, and wherein the graphical user interface as updated also includes translations of the second set of the text strings into the preferred language replacing the second set of the text strings in the other languages. The second example embodiment may also involve transmitting, to the client device, a representation of the graphical user interface as updated. 
     In a third example embodiment, an article of manufacture may include a non-transitory computer-readable medium, having stored thereon program instructions that, upon execution by a computing system, cause the computing system to perform operations in accordance with the first and/or second example embodiment. 
     In a fourth example embodiment, a computing system may include at least one processor, as well as memory and program instructions. The program instructions may be stored in the memory, and upon execution by the at least one processor, cause the computing system to perform operations in accordance with the first and/or second example embodiment. 
     In a fifth example embodiment, a system may include various means for carrying out each of the operations of the first and/or second example embodiment. 
     These, as well as other embodiments, aspects, advantages, and alternatives, will become apparent to those of ordinary skill in the art by reading the following detailed description, with reference where appropriate to the accompanying drawings. Further, this summary and other descriptions and figures provided herein are intended to illustrate embodiments by way of example only and, as such, that numerous variations are possible. For instance, structural elements and process steps can be rearranged, combined, distributed, eliminated, or otherwise changed, while remaining within the scope of the embodiments as claimed. 
    
    
     
       BRIEF DESCRIPTION OF THE DRAWINGS 
         FIG. 1  illustrates a schematic drawing of a computing device, in accordance with example embodiments. 
         FIG. 2  illustrates a schematic drawing of a server device cluster, in accordance with example embodiments. 
         FIG. 3  depicts a remote network management architecture, in accordance with example embodiments. 
         FIG. 4  depicts a communication environment involving a remote network management architecture, in accordance with example embodiments. 
         FIG. 5A  depicts another communication environment involving a remote network management architecture, in accordance with example embodiments. 
         FIG. 5B  is a flow chart, in accordance with example embodiments. 
         FIG. 6A  depicts an incident report, in accordance with example embodiments. 
         FIG. 6B  depicts a virtual chat script, in accordance with example embodiments. 
         FIG. 6C  depicts a set of knowledgebase articles, in accordance with example embodiments. 
         FIG. 7A  depicts a graphical user interface, in accordance with example embodiments. 
         FIG. 7B  also depicts a graphical user interface, in accordance with example embodiments. 
         FIG. 7C  also depicts a graphical user interface, in accordance with example embodiments. 
         FIG. 7D  also depicts a graphical user interface, in accordance with example embodiments. 
         FIG. 7E  also depicts a graphical user interface, in accordance with example embodiments. 
         FIG. 8A  also depicts a graphical user interface, in accordance with example embodiments. 
         FIG. 8B  also depicts a graphical user interface, in accordance with example embodiments. 
         FIG. 8C  also depicts a graphical user interface, in accordance with example embodiments. 
         FIG. 8D  also depicts a graphical user interface, in accordance with example embodiments. 
         FIG. 9  is a flow chart, in accordance with example embodiments. 
     
    
    
     DETAILED DESCRIPTION 
     Example methods, devices, and systems are described herein. It should be understood that the words “example” and “exemplary” are used herein to mean “serving as an example, instance, or illustration.” Any embodiment or feature described herein as being an “example” or “exemplary” is not necessarily to be construed as preferred or advantageous over other embodiments or features unless stated as such. Thus, other embodiments can be utilized and other changes can be made without departing from the scope of the subject matter presented herein. 
     Accordingly, the example embodiments described herein are not meant to be limiting. It will be readily understood that the aspects of the present disclosure, as generally described herein, and illustrated in the figures, can be arranged, substituted, combined, separated, and designed in a wide variety of different configurations. For example, the separation of features into “client” and “server” components may occur in a number of ways. 
     Further, unless context suggests otherwise, the features illustrated in each of the figures may be used in combination with one another. Thus, the figures should be generally viewed as component aspects of one or more overall embodiments, with the understanding that not all illustrated features are necessary for each embodiment. 
     Additionally, any enumeration of elements, blocks, or steps in this specification or the claims is for purposes of clarity. Thus, such enumeration should not be interpreted to require or imply that these elements, blocks, or steps adhere to a particular arrangement or are carried out in a particular order. 
     I. Introduction 
     A large enterprise is a complex entity with many interrelated operations. Some of these are found across the enterprise, such as human resources (HR), supply chain, information technology (IT), and finance. However, each enterprise also has its own unique operations that provide essential capabilities and/or create competitive advantages. 
     To support widely-implemented operations, enterprises typically use off-the-shelf software applications, such as customer relationship management (CRM) and human capital management (HCM) packages. However, they may also need custom software applications to meet their own unique requirements. A large enterprise often has dozens or hundreds of these custom software applications. Nonetheless, the advantages provided by the embodiments herein are not limited to large enterprises and may be applicable to an enterprise, or any other type of organization, of any size. 
     Many such software applications are developed by individual departments within the enterprise. These range from simple spreadsheets to custom-built software tools and databases. But the proliferation of siloed custom software applications has numerous disadvantages. It negatively impacts an enterprise&#39;s ability to run and grow its operations, innovate, and meet regulatory requirements. The enterprise may find it difficult to integrate, streamline, and enhance its operations due to lack of a single system that unifies its subsystems and data. 
     To efficiently create custom applications, enterprises would benefit from a remotely-hosted application platform that eliminates unnecessary development complexity. The goal of such a platform would be to reduce time-consuming, repetitive application development tasks so that software engineers and individuals in other roles can focus on developing unique, high-value features. 
     In order to achieve this goal, the concept of Application Platform as a Service (aPaaS) is introduced, to intelligently automate workflows throughout the enterprise. An aPaaS system is hosted remotely from the enterprise, but may access data, applications, and services within the enterprise by way of secure connections. Such an aPaaS system may have a number of advantageous capabilities and characteristics. These advantages and characteristics may be able to improve the enterprise&#39;s operations and workflows for IT, HR, CRM, customer service, application development, and security. 
     The aPaaS system may support development and execution of model-view-controller (MVC) applications. MVC applications divide their functionality into three interconnected parts (model, view, and controller) in order to isolate representations of information from the manner in which the information is presented to the user, thereby allowing for efficient code reuse and parallel development. These applications may be web-based, and offer create, read, update, delete (CRUD) capabilities. This allows new applications to be built on a common application infrastructure. 
     The aPaaS system may support standardized application components, such as a standardized set of widgets for graphical user interface (GUI) development. In this way, applications built using the aPaaS system have a common look and feel. Other software components and modules may be standardized as well. In some cases, this look and feel can be branded or skinned with an enterprise&#39;s custom logos and/or color schemes. 
     The aPaaS system may support the ability to configure the behavior of applications using metadata. This allows application behaviors to be rapidly adapted to meet specific needs. Such an approach reduces development time and increases flexibility. Further, the aPaaS system may support GUI tools that facilitate metadata creation and management, thus reducing errors in the metadata. 
     The aPaaS system may support clearly-defined interfaces between applications, so that software developers can avoid unwanted inter-application dependencies. Thus, the aPaaS system may implement a service layer in which persistent state information and other data are stored. 
     The aPaaS system may support a rich set of integration features so that the applications thereon can interact with legacy applications and third-party applications. For instance, the aPaaS system may support a custom employee-onboarding system that integrates with legacy HR, IT, and accounting systems. 
     The aPaaS system may support enterprise-grade security. Furthermore, since the aPaaS system may be remotely hosted, it should also utilize security procedures when it interacts with systems in the enterprise or third-party networks and services hosted outside of the enterprise. For example, the aPaaS system may be configured to share data amongst the enterprise and other parties to detect and identify common security threats. 
     Other features, functionality, and advantages of an aPaaS system may exist. This description is for purpose of example and is not intended to be limiting. 
     As an example of the aPaaS development process, a software developer may be tasked to create a new application using the aPaaS system. First, the developer may define the data model, which specifies the types of data that the application uses and the relationships therebetween. Then, via a GUI of the aPaaS system, the developer enters (e.g., uploads) the data model. The aPaaS system automatically creates all of the corresponding database tables, fields, and relationships, which can then be accessed via an object-oriented services layer. 
     In addition, the aPaaS system can also build a fully-functional MVC application with client-side interfaces and server-side CRUD logic. This generated application may serve as the basis of further development for the user. Advantageously, the developer does not have to spend a large amount of time on basic application functionality. Further, since the application may be web-based, it can be accessed from any Internet-enabled client device. Alternatively or additionally, a local copy of the application may be able to be accessed, for instance, when Internet service is not available. 
     The aPaaS system may also support a rich set of pre-defined functionality that can be added to applications. These features include support for searching, email, templating, workflow design, reporting, analytics, social media, scripting, mobile-friendly output, and customized GUIs. 
     Such an aPaaS system may represent a GUI in various ways. For example, a server device of the aPaaS system may generate a representation of a GUI using a combination of HTML and JAVASCRIPT®. The JAVASCRIPT® may include client-side executable code, server-side executable code, or both. The server device may transmit or otherwise provide this representation to a client device for the client device to display on a screen according to its locally-defined look and feel. Alternatively, a representation of a GUI may take other forms, such as an intermediate form (e.g., JAVA® byte-code) that a client device can use to directly generate graphical output therefrom. Other possibilities exist. 
     Further, user interaction with GUI elements, such as buttons, menus, tabs, sliders, checkboxes, toggles, etc. may be referred to as “selection”, “activation”, or “actuation” thereof. These terms may be used regardless of whether the GUI elements are interacted with by way of keyboard, pointing device, touchscreen, or another mechanism. 
     An aPaaS architecture is particularly powerful when integrated with an enterprise&#39;s network and used to manage such a network. The following embodiments describe architectural and functional aspects of example aPaaS systems, as well as the features and advantages thereof. 
     II. Example Computing Devices and Cloud-Based Computing Environments 
       FIG. 1  is a simplified block diagram exemplifying a computing device  100 , illustrating some of the components that could be included in a computing device arranged to operate in accordance with the embodiments herein. Computing device  100  could be a client device (e.g., a device actively operated by a user), a server device (e.g., a device that provides computational services to client devices), or some other type of computational platform. Some server devices may operate as client devices from time to time in order to perform particular operations, and some client devices may incorporate server features. 
     In this example, computing device  100  includes processor  102 , memory  104 , network interface  106 , and input/output unit  108 , all of which may be coupled by system bus  110  or a similar mechanism. In some embodiments, computing device  100  may include other components and/or peripheral devices (e.g., detachable storage, printers, and so on). 
     Processor  102  may be one or more of any type of computer processing element, such as a central processing unit (CPU), a co-processor (e.g., a mathematics, graphics, or encryption co-processor), a digital signal processor (DSP), a network processor, and/or a form of integrated circuit or controller that performs processor operations. In some cases, processor  102  may be one or more single-core processors. In other cases, processor  102  may be one or more multi-core processors with multiple independent processing units. Processor  102  may also include register memory for temporarily storing instructions being executed and related data, as well as cache memory for temporarily storing recently-used instructions and data. 
     Memory  104  may be any form of computer-usable memory, including but not limited to random access memory (RAM), read-only memory (ROM), and non-volatile memory (e.g., flash memory, hard disk drives, solid state drives, compact discs (CDs), digital video discs (DVDs), and/or tape storage). Thus, memory  104  represents both main memory units, as well as long-term storage. Other types of memory may include biological memory. 
     Memory  104  may store program instructions and/or data on which program instructions may operate. By way of example, memory  104  may store these program instructions on a non-transitory, computer-readable medium, such that the instructions are executable by processor  102  to carry out any of the methods, processes, or operations disclosed in this specification or the accompanying drawings. 
     As shown in  FIG. 1 , memory  104  may include firmware  104 A, kernel  104 B, and/or applications  104 C. Firmware  104 A may be program code used to boot or otherwise initiate some or all of computing device  100 . Kernel  104 B may be an operating system, including modules for memory management, scheduling and management of processes, input/output, and communication. Kernel  104 B may also include device drivers that allow the operating system to communicate with the hardware modules (e.g., memory units, networking interfaces, ports, and buses) of computing device  100 . Applications  104 C may be one or more user-space software programs, such as web browsers or email clients, as well as any software libraries used by these programs. Memory  104  may also store data used by these and other programs and applications. 
     Network interface  106  may take the form of one or more wireline interfaces, such as Ethernet (e.g., Fast Ethernet, Gigabit Ethernet, and so on). Network interface  106  may also support communication over one or more non-Ethernet media, such as coaxial cables or power lines, or over wide-area media, such as Synchronous Optical Networking (SONET) or digital subscriber line (DSL) technologies. Network interface  106  may additionally take the form of one or more wireless interfaces, such as IEEE 802.11 (Wifi), BLUETOOTH®, global positioning system (GPS), or a wide-area wireless interface. However, other forms of physical layer interfaces and other types of standard or proprietary communication protocols may be used over network interface  106 . Furthermore, network interface  106  may comprise multiple physical interfaces. For instance, some embodiments of computing device  100  may include Ethernet, BLUETOOTH®, and Wifi interfaces. 
     Input/output unit  108  may facilitate user and peripheral device interaction with computing device  100 . Input/output unit  108  may include one or more types of input devices, such as a keyboard, a mouse, a touch screen, and so on. Similarly, input/output unit  108  may include one or more types of output devices, such as a screen, monitor, printer, and/or one or more light emitting diodes (LEDs). Additionally or alternatively, computing device  100  may communicate with other devices using a universal serial bus (USB) or high-definition multimedia interface (HDMI) port interface, for example. 
     In some embodiments, one or more computing devices like computing device  100  may be deployed to support an aPaaS architecture. The exact physical location, connectivity, and configuration of these computing devices may be unknown and/or unimportant to client devices. Accordingly, the computing devices may be referred to as “cloud-based” devices that may be housed at various remote data center locations. 
       FIG. 2  depicts a cloud-based server cluster  200  in accordance with example embodiments. In  FIG. 2 , operations of a computing device (e.g., computing device  100 ) may be distributed between server devices  202 , data storage  204 , and routers  206 , all of which may be connected by local cluster network  208 . The number of server devices  202 , data storages  204 , and routers  206  in server cluster  200  may depend on the computing task(s) and/or applications assigned to server cluster  200 . 
     For example, server devices  202  can be configured to perform various computing tasks of computing device  100 . Thus, computing tasks can be distributed among one or more of server devices  202 . To the extent that these computing tasks can be performed in parallel, such a distribution of tasks may reduce the total time to complete these tasks and return a result. For purposes of simplicity, both server cluster  200  and individual server devices  202  may be referred to as a “server device.” This nomenclature should be understood to imply that one or more distinct server devices, data storage devices, and cluster routers may be involved in server device operations. 
     Data storage  204  may be data storage arrays that include drive array controllers configured to manage read and write access to groups of hard disk drives and/or solid state drives. The drive array controllers, alone or in conjunction with server devices  202 , may also be configured to manage backup or redundant copies of the data stored in data storage  204  to protect against drive failures or other types of failures that prevent one or more of server devices  202  from accessing units of data storage  204 . Other types of memory aside from drives may be used. 
     Routers  206  may include networking equipment configured to provide internal and external communications for server cluster  200 . For example, routers  206  may include one or more packet-switching and/or routing devices (including switches and/or gateways) configured to provide (i) network communications between server devices  202  and data storage  204  via local cluster network  208 , and/or (ii) network communications between server cluster  200  and other devices via communication link  210  to network  212 . 
     Additionally, the configuration of routers  206  can be based at least in part on the data communication requirements of server devices  202  and data storage  204 , the latency and throughput of the local cluster network  208 , the latency, throughput, and cost of communication link  210 , and/or other factors that may contribute to the cost, speed, fault-tolerance, resiliency, efficiency, and/or other design goals of the system architecture. 
     As a possible example, data storage  204  may include any form of database, such as a structured query language (SQL) database. Various types of data structures may store the information in such a database, including but not limited to tables, arrays, lists, trees, and tuples. Furthermore, any databases in data storage  204  may be monolithic or distributed across multiple physical devices. 
     Server devices  202  may be configured to transmit data to and receive data from data storage  204 . This transmission and retrieval may take the form of SQL queries or other types of database queries, and the output of such queries, respectively. Additional text, images, video, and/or audio may be included as well. Furthermore, server devices  202  may organize the received data into web page or web application representations. Such a representation may take the form of a markup language, such as the hypertext markup language (HTML), the extensible markup language (XML), or some other standardized or proprietary format. Moreover, server devices  202  may have the capability of executing various types of computerized scripting languages, such as but not limited to Perl, Python, PHP Hypertext Preprocessor (PHP), Active Server Pages (ASP), JAVASCRIPT®, and so on. Computer program code written in these languages may facilitate the providing of web pages to client devices, as well as client device interaction with the web pages. Alternatively or additionally, JAVA® may be used to facilitate generation of web pages and/or to provide web application functionality. 
     III. Example Remote Network Management Architecture 
       FIG. 3  depicts a remote network management architecture, in accordance with example embodiments. This architecture includes three main components—managed network  300 , remote network management platform  320 , and public cloud networks  340 —all connected by way of Internet  350 . 
     A. Managed Networks 
     Managed network  300  may be, for example, an enterprise network used by an entity for computing and communications tasks, as well as storage of data. Thus, managed network  300  may include client devices  302 , server devices  304 , routers  306 , virtual machines  308 , firewall  310 , and/or proxy servers  312 . Client devices  302  may be embodied by computing device  100 , server devices  304  may be embodied by computing device  100  or server cluster  200 , and routers  306  may be any type of router, switch, or gateway. 
     Virtual machines  308  may be embodied by one or more of computing device  100  or server cluster  200 . In general, a virtual machine is an emulation of a computing system, and mimics the functionality (e.g., processor, memory, and communication resources) of a physical computer. One physical computing system, such as server cluster  200 , may support up to thousands of individual virtual machines. In some embodiments, virtual machines  308  may be managed by a centralized server device or application that facilitates allocation of physical computing resources to individual virtual machines, as well as performance and error reporting. Enterprises often employ virtual machines in order to allocate computing resources in an efficient, as needed fashion. Providers of virtualized computing systems include VMWARE® and MICROSOFT®. 
     Firewall  310  may be one or more specialized routers or server devices that protect managed network  300  from unauthorized attempts to access the devices, applications, and services therein, while allowing authorized communication that is initiated from managed network  300 . Firewall  310  may also provide intrusion detection, web filtering, virus scanning, application-layer gateways, and other applications or services. In some embodiments not shown in  FIG. 3 , managed network  300  may include one or more virtual private network (VPN) gateways with which it communicates with remote network management platform  320  (see below). 
     Managed network  300  may also include one or more proxy servers  312 . An embodiment of proxy servers  312  may be a server application that facilitates communication and movement of data between managed network  300 , remote network management platform  320 , and public cloud networks  340 . In particular, proxy servers  312  may be able to establish and maintain secure communication sessions with one or more computational instances of remote network management platform  320 . By way of such a session, remote network management platform  320  may be able to discover and manage aspects of the architecture and configuration of managed network  300  and its components. Possibly with the assistance of proxy servers  312 , remote network management platform  320  may also be able to discover and manage aspects of public cloud networks  340  that are used by managed network  300 . 
     Firewalls, such as firewall  310 , typically deny all communication sessions that are incoming by way of Internet  350 , unless such a session was ultimately initiated from behind the firewall (i.e., from a device on managed network  300 ) or the firewall has been explicitly configured to support the session. By placing proxy servers  312  behind firewall  310  (e.g., within managed network  300  and protected by firewall  310 ), proxy servers  312  may be able to initiate these communication sessions through firewall  310 . Thus, firewall  310  might not have to be specifically configured to support incoming sessions from remote network management platform  320 , thereby avoiding potential security risks to managed network  300 . 
     In some cases, managed network  300  may consist of a few devices and a small number of networks. In other deployments, managed network  300  may span multiple physical locations and include hundreds of networks and hundreds of thousands of devices. Thus, the architecture depicted in  FIG. 3  is capable of scaling up or down by orders of magnitude. 
     Furthermore, depending on the size, architecture, and connectivity of managed network  300 , a varying number of proxy servers  312  may be deployed therein. For example, each one of proxy servers  312  may be responsible for communicating with remote network management platform  320  regarding a portion of managed network  300 . Alternatively or additionally, sets of two or more proxy servers may be assigned to such a portion of managed network  300  for purposes of load balancing, redundancy, and/or high availability. 
     B. Remote Network Management Platforms 
     Remote network management platform  320  is a hosted environment that provides aPaaS services to users, particularly to the operator of managed network  300 . These services may take the form of web-based portals, for example, using the aforementioned web-based technologies. Thus, a user can securely access remote network management platform  320  from, for example, client devices  302 , or potentially from a client device outside of managed network  300 . By way of the web-based portals, users may design, test, and deploy applications, generate reports, view analytics, and perform other tasks. 
     As shown in  FIG. 3 , remote network management platform  320  includes four computational instances  322 ,  324 ,  326 , and  328 . Each of these computational instances may represent one or more server nodes operating dedicated copies of the aPaaS software and/or one or more database nodes. The arrangement of server and database nodes on physical server devices and/or virtual machines can be flexible and may vary based on enterprise needs. In combination, these nodes may provide a set of web portals, services, and applications (e.g., a wholly-functioning aPaaS system) available to a particular enterprise. In some cases, a single enterprise may use multiple computational instances. 
     For example, managed network  300  may be an enterprise customer of remote network management platform  320 , and may use computational instances  322 ,  324 , and  326 . The reason for providing multiple computational instances to one customer is that the customer may wish to independently develop, test, and deploy its applications and services. Thus, computational instance  322  may be dedicated to application development related to managed network  300 , computational instance  324  may be dedicated to testing these applications, and computational instance  326  may be dedicated to the live operation of tested applications and services. A computational instance may also be referred to as a hosted instance, a remote instance, a customer instance, or by some other designation. Any application deployed onto a computational instance may be a scoped application, in that its access to databases within the computational instance can be restricted to certain elements therein (e.g., one or more particular database tables or particular rows within one or more database tables). 
     For purposes of clarity, the disclosure herein refers to the arrangement of application nodes, database nodes, aPaaS software executing thereon, and underlying hardware as a “computational instance.” Note that users may colloquially refer to the graphical user interfaces provided thereby as “instances.” But unless it is defined otherwise herein, a “computational instance” is a computing system disposed within remote network management platform  320 . 
     The multi-instance architecture of remote network management platform  320  is in contrast to conventional multi-tenant architectures, over which multi-instance architectures exhibit several advantages. In multi-tenant architectures, data from different customers (e.g., enterprises) are comingled in a single database. While these customers&#39; data are separate from one another, the separation is enforced by the software that operates the single database. As a consequence, a security breach in this system may impact all customers&#39; data, creating additional risk, especially for entities subject to governmental, healthcare, and/or financial regulation. Furthermore, any database operations that impact one customer will likely impact all customers sharing that database. Thus, if there is an outage due to hardware or software errors, this outage affects all such customers. Likewise, if the database is to be upgraded to meet the needs of one customer, it will be unavailable to all customers during the upgrade process. Often, such maintenance windows will be long, due to the size of the shared database. 
     In contrast, the multi-instance architecture provides each customer with its own database in a dedicated computing instance. This prevents comingling of customer data, and allows each instance to be independently managed. For example, when one customer&#39;s instance experiences an outage due to errors or an upgrade, other computational instances are not impacted. Maintenance down time is limited because the database only contains one customer&#39;s data. Further, the simpler design of the multi-instance architecture allows redundant copies of each customer database and instance to be deployed in a geographically diverse fashion. This facilitates high availability, where the live version of the customer&#39;s instance can be moved when faults are detected or maintenance is being performed. 
     In some embodiments, remote network management platform  320  may include one or more central instances, controlled by the entity that operates this platform. Like a computational instance, a central instance may include some number of application and database nodes disposed upon some number of physical server devices or virtual machines. Such a central instance may serve as a repository for specific configurations of computational instances as well as data that can be shared amongst at least some of the computational instances. For instance, definitions of common security threats that could occur on the computational instances, software packages that are commonly discovered on the computational instances, and/or an application store for applications that can be deployed to the computational instances may reside in a central instance. Computational instances may communicate with central instances by way of well-defined interfaces in order to obtain this data. 
     In order to support multiple computational instances in an efficient fashion, remote network management platform  320  may implement a plurality of these instances on a single hardware platform. For example, when the aPaaS system is implemented on a server cluster such as server cluster  200 , it may operate virtual machines that dedicate varying amounts of computational, storage, and communication resources to instances. But full virtualization of server cluster  200  might not be necessary, and other mechanisms may be used to separate instances. In some examples, each instance may have a dedicated account and one or more dedicated databases on server cluster  200 . Alternatively, a computational instance such as computational instance  322  may span multiple physical devices. 
     In some cases, a single server cluster of remote network management platform  320  may support multiple independent enterprises. Furthermore, as described below, remote network management platform  320  may include multiple server clusters deployed in geographically diverse data centers in order to facilitate load balancing, redundancy, and/or high availability. 
     C. Public Cloud Networks 
     Public cloud networks  340  may be remote server devices (e.g., a plurality of server clusters such as server cluster  200 ) that can be used for outsourced computation, data storage, communication, and service hosting operations. These servers may be virtualized (i.e., the servers may be virtual machines). Examples of public cloud networks  340  may include AMAZON WEB SERVICES® and MICROSOFT® AZURE®. Like remote network management platform  320 , multiple server clusters supporting public cloud networks  340  may be deployed at geographically diverse locations for purposes of load balancing, redundancy, and/or high availability. 
     Managed network  300  may use one or more of public cloud networks  340  to deploy applications and services to its clients and customers. For instance, if managed network  300  provides online music streaming services, public cloud networks  340  may store the music files and provide web interface and streaming capabilities. In this way, the enterprise of managed network  300  does not have to build and maintain its own servers for these operations. 
     Remote network management platform  320  may include modules that integrate with public cloud networks  340  to expose virtual machines and managed services therein to managed network  300 . The modules may allow users to request virtual resources, discover allocated resources, and provide flexible reporting for public cloud networks  340 . In order to establish this functionality, a user from managed network  300  might first establish an account with public cloud networks  340 , and request a set of associated resources. Then, the user may enter the account information into the appropriate modules of remote network management platform  320 . These modules may then automatically discover the manageable resources in the account, and also provide reports related to usage, performance, and billing. 
     D. Communication Support and Other Operations 
     Internet  350  may represent a portion of the global Internet. However, Internet  350  may alternatively represent a different type of network, such as a private wide-area or local-area packet-switched network. 
       FIG. 4  further illustrates the communication environment between managed network  300  and computational instance  322 , and introduces additional features and alternative embodiments. In  FIG. 4 , computational instance  322  is replicated across data centers  400 A and  400 B. These data centers may be geographically distant from one another, perhaps in different cities or different countries. Each data center includes support equipment that facilitates communication with managed network  300 , as well as remote users. 
     In data center  400 A, network traffic to and from external devices flows either through VPN gateway  402 A or firewall  404 A. VPN gateway  402 A may be peered with VPN gateway  412  of managed network  300  by way of a security protocol such as Internet Protocol Security (IPSEC) or Transport Layer Security (TLS). Firewall  404 A may be configured to allow access from authorized users, such as user  414  and remote user  416 , and to deny access to unauthorized users. By way of firewall  404 A, these users may access computational instance  322 , and possibly other computational instances. Load balancer  406 A may be used to distribute traffic amongst one or more physical or virtual server devices that host computational instance  322 . Load balancer  406 A may simplify user access by hiding the internal configuration of data center  400 A, (e.g., computational instance  322 ) from client devices. For instance, if computational instance  322  includes multiple physical or virtual computing devices that share access to multiple databases, load balancer  406 A may distribute network traffic and processing tasks across these computing devices and databases so that no one computing device or database is significantly busier than the others. In some embodiments, computational instance  322  may include VPN gateway  402 A, firewall  404 A, and load balancer  406 A. 
     Data center  400 B may include its own versions of the components in data center  400 A. Thus, VPN gateway  402 B, firewall  404 B, and load balancer  406 B may perform the same or similar operations as VPN gateway  402 A, firewall  404 A, and load balancer  406 A, respectively. Further, by way of real-time or near-real-time database replication and/or other operations, computational instance  322  may exist simultaneously in data centers  400 A and  400 B. 
     Data centers  400 A and  400 B as shown in  FIG. 4  may facilitate redundancy and high availability. In the configuration of  FIG. 4 , data center  400 A is active and data center  400 B is passive. Thus, data center  400 A is serving all traffic to and from managed network  300 , while the version of computational instance  322  in data center  400 B is being updated in near-real-time. Other configurations, such as one in which both data centers are active, may be supported. 
     Should data center  400 A fail in some fashion or otherwise become unavailable to users, data center  400 B can take over as the active data center. For example, domain name system (DNS) servers that associate a domain name of computational instance  322  with one or more Internet Protocol (IP) addresses of data center  400 A may re-associate the domain name with one or more IP addresses of data center  400 B. After this re-association completes (which may take less than one second or several seconds), users may access computational instance  322  by way of data center  400 B. 
       FIG. 4  also illustrates a possible configuration of managed network  300 . As noted above, proxy servers  312  and user  414  may access computational instance  322  through firewall  310 . Proxy servers  312  may also access configuration items  410 . In  FIG. 4 , configuration items  410  may refer to any or all of client devices  302 , server devices  304 , routers  306 , and virtual machines  308 , any applications or services executing thereon, as well as relationships between devices, applications, and services. Thus, the term “configuration items” may be shorthand for any physical or virtual device, or any application or service remotely discoverable or managed by computational instance  322 , or relationships between discovered devices, applications, and services. Configuration items may be represented in a configuration management database (CMDB) of computational instance  322 . 
     As noted above, VPN gateway  412  may provide a dedicated VPN to VPN gateway  402 A. Such a VPN may be helpful when there is a significant amount of traffic between managed network  300  and computational instance  322 , or security policies otherwise suggest or require use of a VPN between these sites. In some embodiments, any device in managed network  300  and/or computational instance  322  that directly communicates via the VPN is assigned a public IP address. Other devices in managed network  300  and/or computational instance  322  may be assigned private IP addresses (e.g., IP addresses selected from the 10.0.0.0-10.255.255.255 or 192.168.0.0-192.168.255.255 ranges, represented in shorthand as subnets 10.0.0.0/8 and 192.168.0.0/16, respectively). 
     IV. Example Device, Application, and Service Discovery 
     In order for remote network management platform  320  to administer the devices, applications, and services of managed network  300 , remote network management platform  320  may first determine what devices are present in managed network  300 , the configurations and operational statuses of these devices, and the applications and services provided by the devices, as well as the relationships between discovered devices, applications, and services. As noted above, each device, application, service, and relationship may be referred to as a configuration item. The process of defining configuration items within managed network  300  is referred to as discovery, and may be facilitated at least in part by proxy servers  312 . 
     For purposes of the embodiments herein, an “application” may refer to one or more processes, threads, programs, client modules, server modules, or any other software that executes on a device or group of devices. A “service” may refer to a high-level capability provided by multiple applications executing on one or more devices working in conjunction with one another. For example, a high-level web service may involve multiple web application server threads executing on one device and accessing information from a database application that executes on another device. 
       FIG. 5A  provides a logical depiction of how configuration items can be discovered, as well as how information related to discovered configuration items can be stored. For sake of simplicity, remote network management platform  320 , public cloud networks  340 , and Internet  350  are not shown. 
     In  FIG. 5A , CMDB  500  and task list  502  are stored within computational instance  322 . Computational instance  322  may transmit discovery commands to proxy servers  312 . In response, proxy servers  312  may transmit probes to various devices, applications, and services in managed network  300 . These devices, applications, and services may transmit responses to proxy servers  312 , and proxy servers  312  may then provide information regarding discovered configuration items to CMDB  500  for storage therein. Configuration items stored in CMDB  500  represent the environment of managed network  300 . 
     Task list  502  represents a list of activities that proxy servers  312  are to perform on behalf of computational instance  322 . As discovery takes place, task list  502  is populated. Proxy servers  312  repeatedly query task list  502 , obtain the next task therein, and perform this task until task list  502  is empty or another stopping condition has been reached. 
     To facilitate discovery, proxy servers  312  may be configured with information regarding one or more subnets in managed network  300  that are reachable by way of proxy servers  312 . For instance, proxy servers  312  may be given the IP address range 192.168.0/24 as a subnet. Then, computational instance  322  may store this information in CMDB  500  and place tasks in task list  502  for discovery of devices at each of these addresses. 
       FIG. 5A  also depicts devices, applications, and services in managed network  300  as configuration items  504 ,  506 ,  508 ,  510 , and  512 . As noted above, these configuration items represent a set of physical and/or virtual devices (e.g., client devices, server devices, routers, or virtual machines), applications executing thereon (e.g., web servers, email servers, databases, or storage arrays), relationships therebetween, as well as services that involve multiple individual configuration items. 
     Placing the tasks in task list  502  may trigger or otherwise cause proxy servers  312  to begin discovery. Alternatively or additionally, discovery may be manually triggered or automatically triggered based on triggering events (e.g., discovery may automatically begin once per day at a particular time). 
     In general, discovery may proceed in four logical phases: scanning, classification, identification, and exploration. Each phase of discovery involves various types of probe messages being transmitted by proxy servers  312  to one or more devices in managed network  300 . The responses to these probes may be received and processed by proxy servers  312 , and representations thereof may be transmitted to CMDB  500 . Thus, each phase can result in more configuration items being discovered and stored in CMDB  500 . 
     In the scanning phase, proxy servers  312  may probe each IP address in the specified range of IP addresses for open Transmission Control Protocol (TCP) and/or User Datagram Protocol (UDP) ports to determine the general type of device. The presence of such open ports at an IP address may indicate that a particular application is operating on the device that is assigned the IP address, which in turn may identify the operating system used by the device. For example, if TCP port  135  is open, then the device is likely executing a WINDOWS® operating system. Similarly, if TCP port  22  is open, then the device is likely executing a UNIX® operating system, such as LINUX®. If UDP port  161  is open, then the device may be able to be further identified through the Simple Network Management Protocol (SNMP). Other possibilities exist. Once the presence of a device at a particular IP address and its open ports have been discovered, these configuration items are saved in CMDB  500 . 
     In the classification phase, proxy servers  312  may further probe each discovered device to determine the version of its operating system. The probes used for a particular device are based on information gathered about the devices during the scanning phase. For example, if a device is found with TCP port  22  open, a set of UNIX®-specific probes may be used. Likewise, if a device is found with TCP port  135  open, a set of WINDOWS®-specific probes may be used. For either case, an appropriate set of tasks may be placed in task list  502  for proxy servers  312  to carry out. These tasks may result in proxy servers  312  logging on, or otherwise accessing information from the particular device. For instance, if TCP port  22  is open, proxy servers  312  may be instructed to initiate a Secure Shell (SSH) connection to the particular device and obtain information about the operating system thereon from particular locations in the file system. Based on this information, the operating system may be determined. As an example, a UNIX® device with TCP port  22  open may be classified as AIX®, HPUX, LINUX®, MACOS®, or SOLARIS®. This classification information may be stored as one or more configuration items in CMDB  500 . 
     In the identification phase, proxy servers  312  may determine specific details about a classified device. The probes used during this phase may be based on information gathered about the particular devices during the classification phase. For example, if a device was classified as LINUX®, a set of LINUX®-specific probes may be used. Likewise, if a device was classified as WINDOWS® 2012, as a set of WINDOWS®-2012-specific probes may be used. As was the case for the classification phase, an appropriate set of tasks may be placed in task list  502  for proxy servers  312  to carry out. These tasks may result in proxy servers  312  reading information from the particular device, such as basic input/output system (BIOS) information, serial numbers, network interface information, media access control address(es) assigned to these network interface(s), IP address(es) used by the particular device and so on. This identification information may be stored as one or more configuration items in CMDB  500 . 
     In the exploration phase, proxy servers  312  may determine further details about the operational state of a classified device. The probes used during this phase may be based on information gathered about the particular devices during the classification phase and/or the identification phase. Again, an appropriate set of tasks may be placed in task list  502  for proxy servers  312  to carry out. These tasks may result in proxy servers  312  reading additional information from the particular device, such as processor information, memory information, lists of running processes (applications), and so on. Once more, the discovered information may be stored as one or more configuration items in CMDB  500 . 
     Running discovery on a network device, such as a router, may utilize SNMP. Instead of or in addition to determining a list of running processes or other application-related information, discovery may determine additional subnets known to the router and the operational state of the router&#39;s network interfaces (e.g., active, inactive, queue length, number of packets dropped, etc.). The IP addresses of the additional subnets may be candidates for further discovery procedures. Thus, discovery may progress iteratively or recursively. 
     Once discovery completes, a snapshot representation of each discovered device, application, and service is available in CMDB  500 . For example, after discovery, operating system version, hardware configuration, and network configuration details for client devices, server devices, and routers in managed network  300 , as well as applications executing thereon, may be stored. This collected information may be presented to a user in various ways to allow the user to view the hardware composition and operational status of devices, as well as the characteristics of services that span multiple devices and applications. 
     Furthermore, CMDB  500  may include entries regarding dependencies and relationships between configuration items. More specifically, an application that is executing on a particular server device, as well as the services that rely on this application, may be represented as such in CMDB  500 . For example, suppose that a database application is executing on a server device, and that this database application is used by a new employee onboarding service as well as a payroll service. Thus, if the server device is taken out of operation for maintenance, it is clear that the employee onboarding service and payroll service will be impacted. Likewise, the dependencies and relationships between configuration items may be able to represent the services impacted when a particular router fails. 
     In general, dependencies and relationships between configuration items may be displayed on a web-based interface and represented in a hierarchical fashion. Thus, adding, changing, or removing such dependencies and relationships may be accomplished by way of this interface. 
     Furthermore, users from managed network  300  may develop workflows that allow certain coordinated activities to take place across multiple discovered devices. For instance, an IT workflow might allow the user to change the common administrator password to all discovered LINUX® devices in a single operation. 
     In order for discovery to take place in the manner described above, proxy servers  312 , CMDB  500 , and/or one or more credential stores may be configured with credentials for one or more of the devices to be discovered. Credentials may include any type of information needed in order to access the devices. These may include userid/password pairs, certificates, and so on. In some embodiments, these credentials may be stored in encrypted fields of CMDB  500 . Proxy servers  312  may contain the decryption key for the credentials so that proxy servers  312  can use these credentials to log on to or otherwise access devices being discovered. 
     The discovery process is depicted as a flow chart in  FIG. 5B . At block  520 , the task list in the computational instance is populated, for instance, with a range of IP addresses. At block  522 , the scanning phase takes place. Thus, the proxy servers probe the IP addresses for devices using these IP addresses, and attempt to determine the operating systems that are executing on these devices. At block  524 , the classification phase takes place. The proxy servers attempt to determine the operating system version of the discovered devices. At block  526 , the identification phase takes place. The proxy servers attempt to determine the hardware and/or software configuration of the discovered devices. At block  528 , the exploration phase takes place. The proxy servers attempt to determine the operational state and applications executing on the discovered devices. At block  530 , further editing of the configuration items representing the discovered devices and applications may take place. This editing may be automated and/or manual in nature. 
     The blocks represented in  FIG. 5B  are examples. Discovery may be a highly configurable procedure that can have more or fewer phases, and the operations of each phase may vary. In some cases, one or more phases may be customized, or may otherwise deviate from the exemplary descriptions above. 
     In this manner, a remote network management platform may discover and inventory the hardware, software, and services deployed on and provided by the managed network. As noted above, this data may be stored in a CMDB of the associated computational instance as configuration items. For example, individual hardware components (e.g., computing devices, virtual servers, databases, routers, etc.) may be represented as hardware configuration items, while the applications installed and/or executing thereon may be represented as software configuration items. 
     The relationship between a software configuration item installed or executing on a hardware configuration item may take various forms, such as “is hosted on”, “runs on”, or “depends on”. Thus, a database application installed on a server device may have the relationship “is hosted on” with the server device to indicate that the database application is hosted on the server device. In some embodiments, the server device may have a reciprocal relationship of “used by” with the database application to indicate that the server device is used by the database application. These relationships may be automatically found using the discovery procedures described above, though it is possible to manually set relationships as well. 
     The relationship between a service and one or more software configuration items may also take various forms. As an example, a web service may include a web server software configuration item and a database application software configuration item, each installed on different hardware configuration items. The web service may have a “depends on” relationship with both of these software configuration items, while the software configuration items have a “used by” reciprocal relationship with the web service. Services might not be able to be fully determined by discovery procedures, and instead may rely on service mapping (e.g., probing configuration files and/or carrying out network traffic analysis to determine service level relationships between configuration items) and possibly some extent of manual configuration. 
     Regardless of how relationship information is obtained, it can be valuable for the operation of a managed network. Notably, IT personnel can quickly determine where certain software applications are deployed, and what configuration items make up a service. This allows for rapid pinpointing of root causes of service outages or degradation. For example, if two different services are suffering from slow response times, the CMDB can be queried (perhaps among other activities) to determine that the root cause is a database application that is used by both services having high processor utilization. Thus, IT personnel can address the database application rather than waste time considering the health and performance of other configuration items that make up the services. 
     V. IT Applications with Translatable Information 
     As noted above, the expansion of enterprises has led to situations where enterprise employees, customers, and users in general may not all speak the same language. This can result in confusion, delays, and errors in operations as there may be a need for translation between native languages, and some of these translations may not be sufficiently accurate. In order to understand the scope of the problem, it is helpful to review types of applications that may be supported in an enterprise. 
     A remote network management platform may support multiple applications by way of graphical user interfaces presented to users of computational instances. Each of these applications may display textual information during its operation. This textual information may be a candidate for translation so that users who do not share a common language can still communicate. In this section, records from three types of applications are discussed: incident reports, online chat records, and knowledgebase articles. But the embodiments herein may apply to other types of IT records or non-IT records. 
     A. Incident Reports 
     Incident reports are often opened by IT users to describe a problem that they have experienced. Each incident report may also be referred to as a record. While incident reports may exist in various formats and contain various types of information, an example incident report  600  is shown in  FIG. 6A . Incident report  600  consists of a number of fields in the left column, at least some of which are associated with values in the right column. 
     Field  602  identifies the originator of the incident, in this case Bob Smith. Field  604  identifies the time at which the incident was created, in this case 9:56 AM on Feb. 7, 2018. Field  605  is a text string that provides a short description of the problem. Field  606  is a description of the problem, as provided by the originator. Thus, field  606  may be a free-form text string containing anywhere from a few words to several sentences or more. Field  608  is a categorization of the incident, in this case email. This categorization may be provided by the originator, the IT personnel to whom the incident is assigned, or automatically based on the context of the problem description field. 
     Field  610  identifies the IT personnel to whom the incident is assigned (if applicable), in this case Alice Jones. Field  612  identifies the status of the incident. The status may be one of “open,” “assigned,” “working,” or “resolved” for instance. Field  614  identifies how the incident was resolved (if applicable). This field may be filled out by the IT personnel to whom the incident is assigned or another individual. Field  616  identifies the time at which the incident was resolved, in this case 10:10 AM on Feb. 7, 2018. Field  618  specifies the closure code of the incident (if applicable) and can take on values such as “closed (permanently)”, “closed (work around)”, “closed (cannot reproduce)”, etc. Field  620  identifies any additional notes added to the record, such as by the IT personnel to whom the incident is assigned. Field  622  identifies a link to an online article that may help users avoid having to address a similar issue in the future. Field  622  might not be filled out in all records. 
     Incident report  600  is presented for purposes of example. Other types of incident reports may be used, and these reports may contain more, fewer, and/or different fields. For example, a priority field may indicate the relative important and/or urgency of the problem described in the incident report. 
     Incident reports, such as incident report  600 , may be created in various ways. For instance, by way of a web form, an email sent to a designated address, a voicemail box using speech-to-text conversion, and so on. These incident reports may be stored in an incident report database or table therein that can be queried. As an example, a query in the form of a text string could return one or more incident reports that contain the words in the text string. 
     B. Online Chat Records 
     Online chat systems are one-to-one, one-to-many, or many-to-many messaging applications that allow users to communicate with one another using text, audio, images, and/or video. One or more users may join a chat room, and messages that each user types into a text entry box may be transmitted to all users in the room. This allows information to be shared in a semi-real-time manner, more quickly and interactively than via email for example. 
     Enterprise IT departments may allow technology users to confer with IT personnel by way of online chat systems. Incoming chat requests may be queued for servicing by IT personnel when the latter become available. Once engaged, the chat session may involve back-and-forth messaging between the user and an agent. As these messages may be helpful for auditing purposes, as well as for identifying common types of IT problems, records of online chats may be stored in a database. 
     In some cases, enterprises may use virtual agents. A virtual agent is a program that simulates a live human agent by using pre-defined or dynamically generated messages arranged in a conversation flow that is intended to answer a user&#39;s question or solve a user&#39;s problem. In some cases, all incoming chat requests may be initially answered by virtual agents that will either address the user&#39;s request or hand off the chat to a human agent. 
       FIG. 6B  depicts example online chat record  630 . It consists of several messages between participants Alice and Bob. Bob might or might not be a virtual agent. Each message in online chat record  630  includes indications of the sender  632 , the recipient  634 , a timestamp  636  of when the message was sent, and the content  638  of the message. 
     Many online chat records may be stored in a database. This database may be queried to determine how IT personnel have addressed technology problems and requests in the past. 
     C. Knowledgebase Articles 
     Unlike incident reports and online chat records, both of which provide some indication of how a specific user&#39;s problem or request was resolved, knowledgebase articles are longer, pre-written guides or sets of instructions for addressing certain types of problems. Often, many users have the same technology problems over and over, such as how to reset their enterprise passwords or how to access Wifi networks in various locations. Thus, IT personnel may write knowledgebase articles that address these issues. These articles may take the form of flat files, hyperlinked files, database content, or combinations thereof. 
     In general, knowledgebase articles are longer, more detailed, and more pedagogical than the information in incident reports or online chat records. Therefore, they provide a way for users or IT personnel to quickly address common problems. 
       FIG. 6C  depicts knowledgebase  640 , which may be a database file server, or some other form of storage. Knowledgebase  640  contains five articles  642 ,  644 ,  646 ,  648 , and  650 , addressing password reset, Wifi access, new laptop requests, spam filter access, and VPN software installation, respectively. Other topics may be present. 
     VI. Example Graphical User Interfaces Facilitating Translation 
     For any of the applications described above, as well as other applications supported by a computational instance of a remote network management platform, translation can be facilitated by a number of distinct user interface capabilities. These capabilities may be implemented using program logic to generate user interfaces and variations thereof, and information may be stored in database records in order to save configurations and translations of application content. 
     Herein, the term “content” may be used to refer to what is being translated. This content may be textual in nature (e.g., ASCII or Unicode text), but also may include images with or without textual matter as well as other types of content. For example, images may be “translated” by replacing one with another, where the replacement image is in better accordance with the language and or culture to which translation is desired. Thus, translations are not limited to text even though the examples herein are text-oriented. 
     In a multi-language environment, each user of a computational instance may be able to select his or her preferred language. This is the language in which the user wishes to view content. Thus, for example, some users may select English as their preferred language, while others may select French, Spanish, Chinese, and so on. Nonetheless, other users may enter data into the computational instance in their own preferred languages. This can result in certain items within applications having data in multiple languages. Consequently, it may be difficult for any one user to make sense of the item as a whole. 
     As an example,  FIG. 7A  depicts a graphical user interface for an incident report. This graphical user interface includes panes  700 ,  704 ,  710 ,  716 , and  722 , each containing a number of graphical and/or textual elements. Some of the textual elements are in different languages. Notably, the graphical user interface of  FIG. 7A  is shown for purposes of illustration, and other types of content and/or arrangements of content may be used without departing from the embodiments herein. 
     Throughout the discussion of  FIGS. 7A, 7B, 7C, 7D, and 7E , it is assumed that the user&#39;s preferred language is English, and that non-English text appearing in the associated graphical user interfaces can be detected and translated to English. For example, a detection module may be able to determine the language of various units of content by considering the type of script (e.g., Latin, Cyrillic, Arabic, or Chinese), words present, and character patterns used within each unit of content. Further, the system may use an internal or external translation model or service (e.g., GOOGLE® Translate, IBM® Language Translator, or MICROSOFT® Translator) that is pre-trained for translating various input languages to various output languages. 
     A user or system administrator may select a particular external translation model or service for use with dynamic translation. In some embodiments, the computational instance may block certain types of personally identifying information (e.g., email addresses, postal addresses, phone numbers, government identifiers, and/or credit card numbers) from being transmitted to the selected external translation model or service. 
     Pane  700  includes dynamic translation button  702 . This button is represented as a movable switch or toggle that can be used to turn off or on dynamic translation of content on the graphical user interfaces. In  FIG. 7A , button  702  is set to “off”, which indicates that dynamic translation of elements is not being shown. A user may select, actuate, or otherwise activate button  702  to turn dynamic translation on. 
     Pane  704  includes general information related to the incident report, including text  706  prominently displaying its short description (in Croatian), as well as a depiction of its state (“In progress”) and priority (“1-Critical”). Pane  704  also includes actuatable buttons  724  and  726 . These buttons may also be referred to as “controls” and might not always appear in the form of buttons. When actuated, button  724  changes the state of the incident report to “Resolved”. When actuated, button  726  saves any changes made to the incident report. Pane  704  further includes selectable tabs that control what is displayed below pane  704 . As shown, details tab  708  is selected, which causes panes  710 ,  716 , and  722  to be displayed. 
     Pane  710  depicts the incident report&#39;s state and priority again, this time in drop down menus so that the current values can be changed. Pane  710  also includes editable versions of the incident report&#39;s short description and description (both in Croatian) in text input boxes  712  and  714 , respectively. Notably, these text input boxes (which may also be referred to as “text input controls” and might not always appear as boxes) are depicted with dashed lines to indicate that the user can edit the text therein. Thus, any changes made to this text would be saved to database upon actuation of button  726 . 
     Pane  716  includes an activity text box in which the user can enter activity taken regarding the incident report (currently this text box is empty), as well as a history of such activities. Activity record  718  includes text entered in Croatian, while activity record  720  includes text entered in English. Notably, the text in activity records  718  and  720  represent a dialog between users writing in Croatian and English presented in reverse chronological order. 
     Pane  722  includes brief summaries three other incident reports deemed to be possibly related to this incident report. In particular, an agent assist module may conduct a contextual search for additional incidents related to the displayed incident report. This may involve, in the case where multiple languages are represented in the incident database, translating at least parts of the incident reports into a common language and performing the contextual search on the translated incident reports. While one of these possibly related incidents is in English (INC00012347), another is in French (INC00012345) and yet another is in Spanish (INC00012346). 
     When a remote network management platform is deployed in multiple countries or regions, it is virtually inevitable that users will speak disparate languages. This implies that, in some situations, two or more users who communicate via an application will be unable to find a common language in which both have a reasonable degree of fluency. As a result, enterprise operations are likely to be slowed by this communication barrier, and misunderstandings and mistakes become more likely. 
     In order to address these and other issues, the embodiments herein facilitate dynamic translation from one or more source languages into a preferred language of a user. The procedures and outcomes of such translations are shown in  FIGS. 7B-7E . 
       FIG. 7B  depicts the graphical user interface of  FIG. 7A  with button  702  actuated to the “On” position. Doing so causes dynamic translation of all non-preferred languages appearing in the graphical user interface into the preferred language. In these embodiments, it is assumed that the preferred language is English. Thus, the text in Croatian, French, and Spanish is translated to English. 
     In particular, text that is not appearing in a text input box is translated in place, with the translation to English replacing or overwriting the text in the non-preferred language. This is shown for text  706 , activity records  718  and  720 , and related incident reports of pane  722 . On the other hand, the non-English text appearing in text input boxes  712  and  714  is kept in place while the English translations of these texts, text boxes  712 A and  714 A respectively, appear below their associated non-English texts. 
     Not translating the content of text input boxes  712  and  714  in place avoids the English translations accidentally being saved to database should the user actuate save button  726 . Keeping a copy of the original, non-translated text as a “ground truth” source is beneficial, as not all translations will perfectly capture the nuances of the original text. 
     Thus, when translating a graphical user interface—such as the one depicted in  FIG. 7A —into the preferred language, the computational instance may detect the language of each unit of text on the graphical user interface, and then for each unit of text not in the preferred language, translate that text to the preferred language. For units of text not in text input boxes (or that otherwise cannot be changed by the user), the computational instance replaces the original text with the associated translation on the graphical user interface. For units of text in the text input boxes, the computational instance creates a new text box, container, or user interface element with the translation positioned respectively adjacent to the original text. Alternatively, the computational instance may just display the translation positioned as such. Here, the term adjacent may mean immediately above, below to the left of, to the right of, or within a predetermined distance (e.g., in pixels, inches, or millimeters) of the original text. 
     Notably, the translation may be display-only, in that it is shown on the graphical user interface, but does not get written to database in a way that replaces the original, non-translated text. In some embodiments, however, the translated text may be stored in a cache (e.g., within the computational instance) for a period of time (e.g., minutes, hours, or days) so that cached translations can be used instead of submitting the non-translated text to a translation model or service. This saves computational power and helps provide common translations rapidly. 
     In  FIG. 7B , highlight translated button  728  is also present. This button may appear when dynamic translation button  702  is set to “On”, and may disappear when dynamic translation button  702  is set to “Off”. Actuating highlight translated button  728  may result in translated text on the graphical user interface being highlighted or otherwise emphasized. 
     Such highlighting is shown in  FIG. 7C . Particularly, text  706 , text box  712 A, text box  714 A, the user-entered text in in activity record  718 , and the user-entered text in related incidents of pane  722  are all highlighted with a shaded background. In practice, this background shading may be yellow, red, green, or any color that helps emphasize the translated text. In alternative embodiments, the highlighting may make the text bold, italicized, underlined, or emphasized in some other fashion. 
     This highlighting feature is useful because it allows the user to rapidly determine which text has been translated to the preferred language (in this case, English). In situations where the text appearing on the graphical user interface is stilted, awkward, or hard to understand, the user can decide if these properties are due to possible translation errors, and the user can potentially obtain another translation of the original text (e.g., by copying and pasting the original text into a web-based translation model or service). 
     In further embodiments, hovering a cursor or mouse pointer over translated text (highlighted or not) may cause a popup window to appear showing the non-translated version of the text. This is depicted in  FIG. 7D , where mouse pointer  730  is hovering over the translation of the user-entered text in in activity record  718 . Popup window  732  is displayed, showing the original, non-translated version of this text. 
     Additionally, popup window  732  includes a query asking the user, “Does the translation seem accurate?” This query is accompanied by two buttons allowing the user to answer “yes” or “no”. In this way, popup window  732  allows bilingual users to provide feedback regarding the accuracy of the translation. In some embodiments, this feedback may be used to update and potentially improve the translation model or service. 
       FIG. 7E  depicts the result of the user actuating child incidents tab  740 . Panes  710  and  716  are replaced with pane  742 . Pane  742  provides a list of further incident reports that have been marked as being related to the displayed incident report. Since dynamic translation button is still set to “On”, the computational instance translates child incident text in non-preferred languages into the preferred language. As shown in  FIG. 7E , this occurs for text  744  and text  746 . Since highlight translated button  728  is also set to “On”, text  744  and text  746  are highlighted. 
     While  FIGS. 7A-7E  depict translation from non-preferred languages Croatian, French, and Spanish into the preferred language of English, other translations are possible. The embodiments herein facilitate translation from any one or more non-preferred language into any preferred language. 
     In various embodiments, other users of the graphical user interface may have different preferred languages, and the dynamic translation feature described above may adapt to these changes by translating other languages into these users preferred languages. For example, if a user has a preferred language of Croatian, the non-Croatian text shown in  FIG. 7A  may be translated to Croatian. 
     Further, a user may change his or her preferred language at any time and the computational instance may re-generate the graphical user interface accordingly. Thus, for example, if a user changes his or her preferred language from English to Spanish while the graphical user interface of  FIG. 7B  is displayed, the text that was originally in Spanish will be displayed while all other text may be translated into Spanish. 
     The following algorithm outlines how the above translation and highlighting may occur. Variations of this algorithm may exist in which features are omitted, additional features are added, or the features below are performed in a different order or combined in some fashion. The algorithm assumes that the graphical user interfaces herein are expressed HTML as web pages in the form of a document object model (DOM). The DOM is a tree or tree-like representation of a unit of a markup language (e.g., an WL, HTML, or JSON file). But other non-HTML and/or non-DOM representations may be used. 
     A first feature may involve loading an HTML page (representing a graphical user interface), obtaining therefrom the parent node of DOM, and parsing the page&#39;s HTML nodes recursively using until all the HTML elements have been considered. A second feature may involve creating a data structure to keep track of the HTML elements (in the current HTML page) in the form of key-value pairs. In this data structure, the key may be the HTML element, and the value may be the content inside that HTML element. 
     A third feature may involve detecting that the user has caused button  702  to be in the “On” position. This data structure is looped through and the content which is not in the user&#39;s preferred language is identified. A fourth feature may involve translating this content using an internal or external translation service as configured in the system. 
     A fifth feature may involve, when the translation is complete, adding a cascading style sheet (CSS) class attribute to the translated content indicating highlighting. If the field type of the HTML node is editable (e.g., a text input box), the translated content is added adjacent to the original content. If the field type is non-editable, only the translated content is shown and the original content is hidden, but a link or button is added so that the user can cause the original content to be displayed. 
     A sixth feature may involve determining that a user has actuated button  728  to the “On” position. In response, the CSS style properties in the class attribute that was used for the translated content are updated so that the translated content is highlighted. A seventh feature may involve determining that a user has actuated button  728  to the “Off” position. In response, the CSS style properties that were added in the above class attribute are removed. 
     An eighth feature may involve a user actuating button  702  to be in the “Off” position. In response, the original content is displayed. When either button  702  or button  728  is actuated, this selection is activated across all the page navigations in the application by using event listeners. 
       FIGS. 8A-8D  illustrate additional embodiments related to translation of a dialog between two or more users. In various types of applications, it may be beneficial for users to exchange information. For example, an incident management application may support storing real-time or non-real-time chats between users about particular incidents. This might allow the users to come to a better understanding of the problem related to the incident and possible solutions. 
     Nonetheless, if these users do not speak the same language, such an understanding may be more difficult to obtain. Urgent issues may remain unaddressed until personnel with the appropriate language skills are available. But with the dynamic translations described herein, language is no longer a major barrier. 
       FIG. 8A  depicts a graphical user interface for a user with a preferred language of French who is experiencing a problem. This user may have created an incident report, and is in the process of describing the problem. The graphical user interface shown may be a partial interface that is coupled or combined with a more generic interface of the incident management application. Nonetheless, it includes panes  800 ,  802 , and  812 . Other arrangements of various types of information may be present in such a graphical user interface. 
     Pane  800  includes a title “La Gestion des Incidents”, indicating that this interface related to incident management. Pane  802  includes diagram  806  representing comments entered regarding the present incident in reverse-chronological order. For instance, the user Leo may be able to enter text into text input control  804 . This text then appears in diagram  806 . For example, entry  810  represents the incident being created, and entry  808  represents Leo providing an initial description of the problem. Each entry with comments includes an actuatable element labelled “Traduire” which allows the user to translate the comments therein into the preferred language of French (since the comments entered so far are all in French, there is no need for translation yet). Pane  812  includes information identifying and/or describing the incident, such as its number, state, and priority. 
       FIG. 8B  depicts a further graphical user interface that could be used by an administrator with a preferred language of English who has been tasked with resolving the incident. This graphical user interface may also be a partial interface that is coupled or combined with a more generic interface of the incident management application. Nonetheless, it includes panes  820  and  822 . Other arrangements of various types of information may be present in such a graphical user interface. 
     Pane  820  includes information identifying and/or describing the incident, such as its number, state, and priority. Pane  822  includes represents comments entered regarding the present incident in reverse-chronological order. The administrator may be able to enter text into text input control  824 . This text then appears in in the comments. For example, the two comments attributed to Leo are shown as entries  828  and  832 , respectively. Each entry includes an actuatable element labelled “Translate” which allows the administrator to translate comments therein into the preferred language of English. For entry  828 , such a translation of the comment therein has been obtained and is shown in element  830 . Given this translation, the administrator now understands the comment from Leo, and responds accordingly in English, as shown in entry  826 . 
       FIG. 8C  depicts the same graphical user interface as  FIG. 8A , but with the administrator&#39;s comment appearing in entry  814 . From this interface, Leo can actuate the “Traduire” button to translate the comment into French. This translation is shown in element  818 . Further, entry  816  shown Leo&#39;s response. 
       FIG. 8D  depicts the same graphical user interface as  FIG. 8B , but with Leo&#39;s new comment (the response) shown in entry  834 . From this interface, the administrator can actuate the “Translate” button to translate the comment into English. This translation is shown in element  836 . 
     In this fashion, two or more users that do not share a common language can effectively communicate with one another. Additionally, a record of their communication, possibly including the translations, can be saved for future review. This mechanism allows a more flexible and rapid approach for addressing issues in real-time or near-real-time without having to locate and/or wait for an individual who is fluent in a particular language. 
     VII. Example Operations 
       FIG. 9  is a flow chart illustrating an example embodiment. The process illustrated by  FIG. 9  may be carried out by a computing device, such as computing device  100 , and/or a cluster of computing devices, such as server cluster  200 . However, the process can be carried out by other types of devices or device subsystems. For example, the process could be carried out by a computational instance of a remote network management platform or a portable computer, such as a laptop or a tablet device. 
     The embodiments of  FIG. 9  may be simplified by the removal of any one or more of the features shown therein. Further, these embodiments may be combined with features, aspects, and/or implementations of any of the previous figures or otherwise described herein. 
     Block  900  may involve retrieving, from a database, a particular item of a plurality of items related to a software application, wherein the particular item includes text strings in a preferred language and in one or more other languages. 
     Block  902  may involve generating, for display on a client device associated with a user profile that specifies the preferred language, a graphical user interface containing (i) the text strings in the preferred language and in the other languages, (ii) a control for dynamic translation, and (iii) one or more text input controls, wherein the control for dynamic translation is deactivated, wherein a first set of the text strings in the other languages are displayed within the text input controls, and wherein a second set of the text strings in the other languages are not displayed within the text input controls. 
     Block  904  may involve transmitting, to the client device, a representation of the graphical user interface. 
     Block  906  may involve receiving, from the client device and by way of the graphical user interface, an indication that the control for dynamic translation has been activated. 
     Block  908  may involve, possibly in response to receiving the indication, causing the text strings in the other languages to be translated into the preferred language. 
     Block  910  may involve generating, for display on the client device, an update to the graphical user interface, wherein the graphical user interface as updated includes translations of the first set of the text strings into the preferred language appearing adjacent to the first set of the text strings in the other languages, and wherein the graphical user interface as updated also includes translations of the second set of the text strings into the preferred language replacing the second set of the text strings in the other languages. 
     Block  912  may involve transmitting, to the client device, a representation of the graphical user interface as updated. 
     In some embodiments, causing the text strings in the other languages to be translated into the preferred language involves detecting that the text strings in the other languages are in the other languages; providing, to a translation model or service, the text strings in the other languages with an instruction to translate the text strings in the other languages to the preferred language; and receiving, from the translation model or service, translations into the preferred language of the text strings in the other languages. 
     In some embodiments, the system stores the translations into the preferred language in a cache, wherein subsequent requests for translation of one or more of the text strings in the other languages are served by the translations into the preferred language stored in the cache. 
     In some embodiments, the software application is one of an incident management application with the items representing incidents, a chat application with the items representing chats, or a knowledgebase application with the items representing articles. 
     In some embodiments, the graphical user interface as updated does not change positions of the text strings in the preferred language. 
     In some embodiments, the graphical user interface also includes a control for highlighting, wherein the control for highlighting is deactivated. These embodiments may involve: receiving, from the client device and by way of the graphical user interface as updated, a further indication that the control for highlighting has been activated; possibly in response to receiving the further indication, generating, for display on the client device, a further update to the graphical user interface, wherein the graphical user interface as further updated highlights translations into the preferred language; and transmitting, to the client device, a representation of the graphical user interface as further updated. 
     In some embodiments, the highlights include changing, for the translations into the preferred language, a background color, a text color, or a font. 
     Some embodiments may further involve: receiving, from the client device and by way of the graphical user interface as further updated, an additional indication that a user-controlled pointer is within bounds of a particular translation of the translations into the preferred language; possibly in response to receiving the additional indication, generating, for display on the client device, an additional update to the graphical user interface, wherein the additional update to the graphical user interface includes a popup window overlaid onto the graphical user interface, wherein the popup window includes a particular text string in one of the other languages, and wherein the particular translation is a translation of the particular text string; and transmitting, to the client device, a representation of the graphical user interface as additionally updated. 
     In some embodiments, the popup window includes a first actuatable control and a second actuatable control, wherein receiving actuation of the first actuatable control indicates that a user finds the particular translation to be accurate, and wherein receiving actuation of the second actuatable control indicates that the user finds the particular translation to be inaccurate. 
     In some embodiments, the preferred language is not one of the other languages. 
     In some embodiments, a second user profile specifies a second preferred language. These embodiments may involve: generating, for display on a second client device associated with the second user profile, a second graphical user interface containing (i) the text strings in the preferred language and in the other languages, (ii) a second control for dynamic translation, and (iii) one or more further text input controls, wherein the second control for dynamic translation is deactivated, wherein a third set of the text strings are displayed within the further text input controls, and wherein a fourth set of the text strings are not displayed within the further text input controls; transmitting, to the second client device, a representation of the second graphical user interface; receiving, from the second client device and by way of the second graphical user interface, a second indication that the second control for dynamic translation has been activated; possibly in response to receiving the second indication, causing the text strings to be translated into the second preferred language; generating, for display on the second client device, an update to the second graphical user interface, wherein the second graphical user interface as updated includes translations of the third set of the text strings into the second preferred language appearing adjacent to the third set of the text strings, and wherein the second graphical user interface as updated also includes translations of the fourth set of the text strings into the second preferred language replacing the fourth set of the text strings; and transmitting, to the second client device, a representation of the second graphical user interface as updated. 
     In some embodiments, the second preferred language is one of the other languages. 
     VIII. Closing 
     The present disclosure is not to be limited in terms of the particular embodiments described in this application, which are intended as illustrations of various aspects. Many modifications and variations can be made without departing from its scope, as will be apparent to those skilled in the art. Functionally equivalent methods and apparatuses within the scope of the disclosure, in addition to those described herein, will be apparent to those skilled in the art from the foregoing descriptions. Such modifications and variations are intended to fall within the scope of the appended claims. 
     The above detailed description describes various features and operations of the disclosed systems, devices, and methods with reference to the accompanying figures. The example embodiments described herein and in the figures are not meant to be limiting. Other embodiments can be utilized, and other changes can be made, without departing from the scope of the subject matter presented herein. It will be readily understood that the aspects of the present disclosure, as generally described herein, and illustrated in the figures, can be arranged, substituted, combined, separated, and designed in a wide variety of different configurations. 
     With respect to any or all of the message flow diagrams, scenarios, and flow charts in the figures and as discussed herein, each step, block, and/or communication can represent a processing of information and/or a transmission of information in accordance with example embodiments. Alternative embodiments are included within the scope of these example embodiments. In these alternative embodiments, for example, operations described as steps, blocks, transmissions, communications, requests, responses, and/or messages can be executed out of order from that shown or discussed, including substantially concurrently or in reverse order, depending on the functionality involved. Further, more or fewer blocks and/or operations can be used with any of the message flow diagrams, scenarios, and flow charts discussed herein, and these message flow diagrams, scenarios, and flow charts can be combined with one another, in part or in whole. 
     A step or block that represents a processing of information can correspond to circuitry that can be configured to perform the specific logical functions of a herein-described method or technique. Alternatively or additionally, a step or block that represents a processing of information can correspond to a module, a segment, or a portion of program code (including related data). The program code can include one or more instructions executable by a processor for implementing specific logical operations or actions in the method or technique. The program code and/or related data can be stored on any type of computer readable medium such as a storage device including RAM, a disk drive, a solid state drive, or another storage medium. 
     The computer readable medium can also include non-transitory computer readable media such as computer readable media that store data for short periods of time like register memory and processor cache. The computer readable media can further include non-transitory computer readable media that store program code and/or data for longer periods of time. Thus, the computer readable media may include secondary or persistent long term storage, like ROM, optical or magnetic disks, solid state drives, or compact-disc read only memory (CD-ROM), for example. The computer readable media can also be any other volatile or non-volatile storage systems. A computer readable medium can be considered a computer readable storage medium, for example, or a tangible storage device. 
     Moreover, a step or block that represents one or more information transmissions can correspond to information transmissions between software and/or hardware modules in the same physical device. However, other information transmissions can be between software modules and/or hardware modules in different physical devices. 
     The particular arrangements shown in the figures should not be viewed as limiting. It should be understood that other embodiments can include more or less of each element shown in a given figure. Further, some of the illustrated elements can be combined or omitted. Yet further, an example embodiment can include elements that are not illustrated in the figures. 
     While various aspects and embodiments have been disclosed herein, other aspects and embodiments will be apparent to those skilled in the art. The various aspects and embodiments disclosed herein are for purpose of illustration and are not intended to be limiting, with the true scope being indicated by the following claims.