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  1. Jira Service Management Data Center
  2. JSDSERVER-5328

Request Form Not Translated Correctly in Customer Portal

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      Issue Summary

      When a customer selects a different language than the system language used by JIRA, some system fields for example "summary", "attachments" are not translated.
      though the description of some of these fields are correctly translated as seen in the image below:

      Steps to Reproduce
      1. Access JIRA Service Desk customer portal as a customer.
      2. Change the profile language to German or other supported languages (System Language is set to English).
      3. Save the change.
      4. Attempt to create an issues in the customer portal.
      Expected Behavior

      JIRA would translate the issue fields to the language the customer selected.

      Actual Behavior

      JIRA Service Desk would show the fields in the language which JIRA is set to rather than the one selected by the customer.

      Note:
      • This functionality seems to have been addressed in JIRA Service Desk Cloud as seen here
      • Changing the system language does not change this behavior.
      • System fields would be expected to be translated if the language pack is bundled with Jira.
      • Custom fields have an option to translate them at Jira Administration > issues > Custom fields, but this does not seem to be used by Service Desk.

        1. screenshot-1.png
          25 kB
          Ismael Olusula Jimoh

            [JSDSERVER-5328] Request Form Not Translated Correctly in Customer Portal

            Benjamin Suess added a comment -

            This is resolved by the JSM Language Support see https://confluence.atlassian.com/servicemanagementserver/providing-help-in-multiple-languages-1014679294.html 

            This supports translating all fields including custom fields.

            Note Assets custom fields are not translating correctly, which is addressed in JSM 5.16.0. https://jira.atlassian.com/browse/JSDSERVER-7217 

            Benjamin Suess added a comment - This is resolved by the JSM Language Support see https://confluence.atlassian.com/servicemanagementserver/providing-help-in-multiple-languages-1014679294.html   This supports translating all fields including custom fields. Note Assets custom fields are not translating correctly, which is addressed in JSM 5.16.0. https://jira.atlassian.com/browse/JSDSERVER-7217  

            Arne Verbist added a comment -

            We need custom fields to be translated on the forms as well.. any updates on this?

            Arne Verbist added a comment - We need custom fields to be translated on the forms as well.. any updates on this?

            Tobias Schär added a comment - - edited

            This bug is still presen in 4.20.x... what the hell is this? This is impairing the usability quite drastically.

            Atlassian: Please don't abandon DC support completely even if you focus on Cloud atm. This is not what we use our software for..

            PS: Only custom fields are affected by this (normal text fields), but not all, which makes the error even stranger.

            Tobias Schär added a comment - - edited This bug is still presen in 4.20.x... what the hell is this? This is impairing the usability quite drastically. Atlassian: Please don't abandon DC support completely even if you focus on Cloud atm. This is not what we use our software for.. PS: Only custom fields are affected by this (normal text fields), but not all, which makes the error even stranger.

            Pujanito added a comment -

            Can't believe this easy-to-resolve bug still lurks here and is "gathering feedback". If the translation of a custom field is not shown based on the language of the customer, this is a horrible bug and should be resolved immediately. And here we go waiting for it to be addressed after over three years...

            Pujanito added a comment - Can't believe this easy-to-resolve bug still lurks here and is "gathering feedback". If the translation of a custom field is not shown based on the language of the customer, this is a horrible bug and should be resolved immediately. And here we go waiting for it to be addressed after over three years...

            Kevin Mowrey added a comment -

            Here in 2020 still waiting for this. Appears to have been available in Cloud for years, but not server. Some of us cannot go the cloud route.

            Kevin Mowrey added a comment - Here in 2020 still waiting for this. Appears to have been available in Cloud for years, but not server. Some of us cannot go the cloud route.

            Nicolas Neumann added a comment -

            Hi Atlassian,

            is there a solution in the latest upgrades?

            Best regards,

            Nicolas

            Nicolas Neumann added a comment - Hi Atlassian, is there a solution in the latest upgrades? Best regards, Nicolas

            Bojana Vasic added a comment -

            Hi,

            I completely agree that the priority should be A-Critical/P1 instead...

            Thanks!

            Bojana Vasic added a comment - Hi, I completely agree that the priority should be A-Critical/P1 instead... Thanks!

            Nicolas Neumann added a comment - - edited

            In addition also the issue type translation, which I did as JIRA administrator, isn't shown in the customer portal.

            The optional introduction text can't be translated in the project administration for the portal settings.

             

            Actually the Priority isn't low, because no company can support customers in different languages. This has an enormous impact.

            Nicolas Neumann added a comment - - edited In addition also the issue type translation, which I did as JIRA administrator, isn't shown in the customer portal. The optional introduction text can't be translated in the project administration for the portal settings.   Actually the Priority isn't low, because no company can support customers in different languages. This has an enormous impact.

              Unassigned Unassigned
              ijimoh Ismael Olusula Jimoh (Inactive)
              Affected customers:
              31 This affects my team
              Watchers:
              20 Start watching this issue

                Created:
                Updated:
                Resolved: