Mixed language in JSM notifications
Asked by Francesco Carullo MMS:

HI,

I have a JSM customer portal available in 5 languages.

I noticed that sometimes the pre-set notifications mix these languages sending notification in 2 different languages (e.g. half italian, half english). I'm not talking about the content comment (e.g. added by an agent in Italian) mixed with pre-set notification contents (e.g. in english by default), I mean that all the contents of these notifications are pre-set automatic messages, they just mix up different languages,

![languages.png](https://community.atlassian.com/t5/image/serverpage/image-id/338553i45759FCCCAEA9163/image-size/large?v=v2&px=999 "languages.png")

Any advice?

Thanks

Francesco


Answers:
author: Dexter de Vera
body: Hi [@Francesco Carullo MMS](/t5/user/viewprofilepage/user-id/5436246) ,

You can check the language support in that project.

Go to project settings -\> Language support -\> click Italian

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/338561iB71656BAD0FE900C/image-size/large?v=v2&px=999 "image.png")

Go to Email templates then check if the text is translated.

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/338562iC5EED15738293F84/image-size/large?v=v2&px=999 "image.png")

You can manually update the text if needed.

You may check this document about translations for email templates.

<https://support.atlassian.com/jira-service-management-cloud/docs/review-update-or-add-translations-for-email-templates/>

Hope it helps!

Thank you!

comments: author: Francesco Carullo MMS
body: Hi [@Dexter de Vera](/t5/user/viewprofilepage/user-id/4657717) ,

thanks for your reply!

Actually, every text already has a translation in every language and all the templates are updated. It's just the behavior of the notification that is weird, it seems like they pick a piece of the Italian text and a piece of the English text and mix them together.

Any idea?

Thanks

Francesco


author: Dexter de Vera
body: Have you already checked the email template I posted (screenshot)? You can check it to see if it's translated correctly. Maybe you can show us the screenshot of the Italian translation of the email template.


author: Francesco Carullo MMS
body: Italian is my default language, please find below the english translations:

1 email model:

![eng.png](https://community.atlassian.com/t5/image/serverpage/image-id/338577iC54D6B110C745ADF/image-size/large?v=v2&px=999 "eng.png")

2: new request notification:

![eng_created.png](https://community.atlassian.com/t5/image/serverpage/image-id/338578i88558C1B0C0DFD9F/image-size/large?v=v2&px=999 "eng_created.png")

The notification mentioned in my original post is a mix of 1 (email model in English) and 2 (new request notification in Italian)


author: Dexter de Vera
body: If Italian is your default language, can you screenshot the project's default email template instead of English translation? It's just beside the translation tab.

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/338584iFDED83CAF439E13A/image-size/large?v=v2&px=999 "image.png")


author: Francesco Carullo MMS
body: here you go:

![ita.png](https://community.atlassian.com/t5/image/serverpage/image-id/338602iF2A0361BF6E7AEC3/image-size/large?v=v2&px=999 "ita.png")


author: Dexter de Vera
body: Hi [@Francesco Carullo MMS](/t5/user/viewprofilepage/user-id/5436246) ,

Based on the screenshot it should send the correct Italian text in email.

I request assistance from the Atlassian Support team to check your issue. An Atlassian Support Engineer will review the post and respond to this thread within 2 business days.

Hope it helps.

Thank you!


author: Francesco Carullo MMS
body: [@Dexter de Vera](/t5/user/viewprofilepage/user-id/4657717) thank you!


author: Nadhila Savira
body: Hi Francesco,

I've taken a look at your screenshots and it is unclear why this is happening, so I've gone ahead and created a support ticket for you. Please check your email inbox for a notification from us.

comments: author: Sandro Quartieri
body: Hi Nadhila,

I've exactly the same problem, the translation in the customer portale is ok, but the notifications via mail are mixed language. Can you please explain which solution has been adopted for this problem?

Thanks

![Screenshot 2024-09-12 084536.png](https://community.atlassian.com/t5/image/serverpage/image-id/346973i7DD90FBECC07D5BE/image-size/large?v=v2&px=999 "Screenshot 2024-09-12 084536.png")


author: Nadhila Savira
body: Hi Sandro,

You likely had not translated your Resolutions. You can go to https://\[site name\].atlassian.net/secure/admin/ViewResolutions.jspa and click **Translate Resolutions**.

![Screenshot 2024-09-12 at 13.54.11.png](https://community.atlassian.com/t5/image/serverpage/image-id/347060i832303A1701CC80E/image-size/large?v=v2&px=999 "Screenshot 2024-09-12 at 13.54.11.png")


author: Sandro Quartieri
body: Hi Nadhila,

sorry, but this is not the case, is not a resolutions translate problem.

The problem is that on the mail the translations of the variables are wrong. In this case for example the portal is ok

![Screenshot 2024-09-12 141000.png](https://community.atlassian.com/t5/image/serverpage/image-id/347066iA3CE8507BF84D697/image-size/large?v=v2&px=999 "Screenshot 2024-09-12 141000.png")

But the notification via mail, for the same ticket, is wrong

![Screenshot 2024-09-12 141222.png](https://community.atlassian.com/t5/image/serverpage/image-id/347069i038BDB00BE42BDA7/image-size/large?v=v2&px=999 "Screenshot 2024-09-12 141222.png")

And also the satisfaction feedbak from my previous message, are not related to resolutions.

BR


author: Nadhila Savira
body: Hi Sandro,

Alright, it seems like something our support team could help look into further. Since you are replying to an existing community thread, I have no information about your site to go with, and I would not want you to share more about your site on a public forum.

Could you open a support ticket please? We'd be happy to help you further there. <https://support.atlassian.com/contact/>


author: Sandro Quartieri
body: Hi Nadhila,

I've already opened a ticket

<https://support.atlassian.com/requests/CA-3147362>

Thanks


author: Sandro Quartieri
body: Hi Nadhila,

have you some news?


author: Andy Heinzer
body: Hi [@Sandro Quartieri](/t5/user/viewprofilepage/user-id/5590580)

This particular problem you are reporting is slightly different than the original post. In your case we have an existing improvement ticket for the translation of the satisfaction surveys (CSAT) over in [JSDCLOUD-14555](https://jira.atlassian.com/browse/JSDCLOUD-14555). I would recommend watching this ticket for an update.


author: Sandro Quartieri
body: Hi Andy,

thanks for the reply, I'm surveying the ticket.

However, I have another problem. as you can see from the screenshot below, the ticket status is also not traslated and is still in english (for example, Closed instead of Chiuso).

Do you thing this two problems are related?

Best Regards


author: Nadhila Savira
body: Hi Sandro,

Could you create your own post on the issues you're facing please? I would say it is best to do this so other people would be able to see your issues and be able to contribute from a clean slate.


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