Enhancing the ITSM Solution Through Inline Language Translation Integration
By: Danny Tung
Canada’s federal and provincial governments employ bilingual staff. Our ITSM solution supports multiple languages, allowing self-service employees and Subject Matter Experts (SMEs) to create and update support or service tickets in their preferred language. By integrating an inline language translation capability into the ITSM platform, users can view translated content instantly, improving clarity, accessibility, and operational efficiency.
Requirements
St. Lawrence Seaway Management Corp. (SLSMC) employs a bilingual workforce and has deployed our ITSM solution to deliver support and services across IT, HR, and other enterprise functional units.
When a French-speaking self-service employee submits a support or service request, an English-speaking SME picks up the ticket because bilingual support staff are unavailable. Without translation, the assigned SME may face delays and frustration in addressing the support or request.
SLSMC is therefore seeking inline translation integration capabilities in the ITSM solution, allowing SMEs to instantly translate context on-the-fly within the ITSM solution interface, without switching between language versions or external tools.
This seamless, real-time translation layer eliminates language barriers within the context of the tickets they are viewing.
Solution
Inline language translation is integrated into the ITSM solution through a connection to the cloud translation service via REST API. The technical workflow is outlined below.
ITSM as the Platform: Provides a user interface (UI) where a context field can be selected and the translation is displayed directly within the submitted ticket
Automatic Detection: Our ITSM solution detects the user’s language preference when they log into the system.
Translation API as the Engine: This component functions as the core engine, leveraging a cloud-based translation service to deliver real-time translations.
The Middleware: Our ITSM solution offers an integration bridge connecting to the built-in REST API, with no custom coding necessary for basic operations. The middleware executes the following steps:
1. Waits for users to submit translation requests through the ITSM solution user interface.
2. Identifies the language preference chosen by the SME at login (e.g., English).
3. Securely transmits the contextual data to the designated Translation API.
4. Captures the translated context sent back from the API.
5. Delivers the translation context back to the ITSM solution interface for display beneath the original content in the ticket.
The following screenshot demonstrates the result of inline translation performed by the middleware.
Key Benefits
Reduce Resolution Times: Subject Matter Experts can understand issues immediately without relying on a human translator to convert the content into their preferred language.
Enhanced User Experience: End-users can view and interact with support and service tickets in their native language.
Increased Efficiency: Eliminates the cumbersome process of manually copying text into an external translation site and pasting the results back into the ITSM solution, thereby improving efficiency and service quality, regardless of language barriers.
Global Collaboration: Enables seamless collaboration between multilingual support personnel and end-users throughout the ticketing process.
Improved Service Level Management: End-user tickets submitted in multiple languages can be addressed by any available Subject Matter Expert, regardless of language proficiency, supporting the achievement of agreed Service Level Objectives (SLOs) and improving key performance indicators (KPIs).
Driving Continuous Improvement in Enterprise Service Management
At RealIT Management, we continue to drive innovation in enterprise observability, ITSM, and ITAM solutions for our clients. We facilitate ITIL process review workshops and provide detailed process gap analyses to enhance and streamline ticket workflows. Tailored administrator and user training is offered, specifically designed to align with each client’s specific requirements.