Overview

Based on the user’s profile language, auto-translation dynamically detects the source language of the text and translates it into the user’s preferred language. This applies to the subject and description fields of tickets and to journal records in the Service Desk. Users can also edit journal comments and choose the target language for translation.

Auto-translation is additionally suggested when editing localized values. These are the default fields where auto-translation is enabled, but the feature can be configured and extended to other text fields as described below.

Enhance text helps improve the quality of your text in the language you are using. It automatically corrects spelling and grammatical errors, refining the wording to make the text clearer and more readable. Once the text is enhanced, the changes are applied immediately, and the original version cannot be restored. Therefore, it is essential to review the text before using this option. By default, the Enhance text option is suggested for all editable text fields in the Service Desk, Service Catalog, and Administration applications.

Prerequisites

• Matrix42 Enterprise Service Management deployment v.12.1.3 or higher.
• Licence Certificate: ITSM 2023 Advanced/Enterprise or ITSM 2025 Enterprise 
• In case of Matrix42 Intelligence as Translation/Text enhancement Provider - Matrix42 Intelligence Subscription required (Action Credit Model in use); Alternatively, Open AI can be used as a translation provider (customer API key required)
• Activated and configured via Administration settings

Configuration

Administration application → Settings → Regional Settings → Auto Translate & Correct section:

• Enable Auto Translate
• Enable Text Enhancement
• Language Engine:
  • M42 Intelligence (default)
  • OpenAI (gpt-3.5-turbo)
  • OpenAI (gpt-4o-mini)
  • OpenAI (gpt-4-turbo)
• Service Connection: a configured service connection that will process the text, e.g. M42 Next for M42 Intelligence Language Engine or Open AI for other Language Engines. See also, Service Connections.

When enabled, the current auto-translation and text enhancements, including configuration details, are shown on the Global System Settings preview page in the Auto Translate & Correct section as follows:   

Auto-Translate

Default Auto-Translate Fields

Tickets, Incidents, and Service Requests

By default, the auto-translate option is available in the Service Desk for the following fields in the Tickets, Incidents, and Service Request activities:

• Summary
• Description
• Journal entries

 The Translate option is available in the Preview and Dialog Layouts for the mentioned activities.

The journal comment section allows translation of the edited text to the selected language: 

When auto-translation is applied, both versions, original and translated, can be previewed and edited before the comment is submitted:

If necessary, you can also add multiple translations of the original version in other languages.

The submitted comment preserves the translated and the original versions of the text and shows it as a journal record.

Enter Localization Mode

Auto-translation can be applied in the localization editor as shown on the example below. The following options are suggested:

• Missing: auto-translation will be applied for the fields that don't have any translation yet
• All: auto-translation is applied to all localized fields
• Translate from …:  the auto-translation is applied for specific language only

Enabling Auto-Translate for Other Fields in Layouts

To add the Translate option to other fields than default, the following conditions should be met:

1. Auto Translate action is available for the Application.
2. The translate option can be enabled for the following Control Descriptors:

• Textbox
• Rich Text Box
• Text Literal
• HTML Literal
  See also, Literals. 

Example

To add a Translate option to the Subject of the Announcement Preview page in the Self Service Portal:

1. Enable Auto Translate action: In the Administration application → User Interface → Actions → edit Auto Translate action → General → Appearance → extend the Applications field and add the necessary Application to the list, e.g., Self Service Portal
   

   

2. Change Layout: edit the necessary Layout in the Layout designer, select the necessary field, and set the Translatable property for the Subject field to true:
   

   

   
   The Translatable property is present as the edited field is a Text Literal Control Descriptor. 
3. Save and Publish the Layout to apply changes. The field with the Translate option will look as follows in the Self Service Portal:
   

   

Enhance

Enhance text improves text content by automatically correcting spelling and grammatical mistakes in the original language of the text. 

By default, the Enhance option is suggested for all editable control descriptors: 

• Textbox
• Textbox area
• Rich textbox
• Journal

Auto Correct action defines in which applications the Enhance option is available. You can manage this action in the Administration application → User Interface → Actions → Auto Correct action.