Overview

Based on the user’s profile language, Text Translation dynamically detects the source language of the text and translates it into the user’s preferred language, ul This applies, by default, 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. User may configure other AI language in the User Profile→Personolization area

Text 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.

Text 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 Text 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 for Text Translate and Enhance
• Matrix42 Enterprise Service Management deployment v.26.1 or higher for Text Summarize
• Licence Certificate
• Activated and configured via Administration settings

Configuration

See how Text Translate and Ehannce need to be configured here

Auto-Translate

Default Text 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 Text-Translate for Other Fields in Layouts

Read how Text Translate can be enable for other fieilds here

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.

Text Summarization

When text is very long, action Summarize appear near text controls that allow to acheive next goals:

Description Summarization: Condense lengthy ticket descriptions into concise, understandable summaries.

Journal Summarization: Summarize extensive journal histories, including comments, updates, and internal notes.

Email Thread Summarization: Turn long email conversations into structured summaries.

After execution, text is summarized according to provided setting in User Profile→Personolization and display in M42 Assist panel on the right hand side