If you have configured your system to be multilingual, you can add and edit translations for the fields on the Article window. In this way, users can receive knowledge in their preferred language. Also, if you are logged in to Web Desk in a culture other than the base culture and you create an article, you are given the option to create the article either in the base culture or in your own culture. More information about this is provided in Creating articles when you are not in the base culture.
If required, you can prevent users from adding translations to specific attributes on the Article object by setting the property Is Localized? to False for that attribute in Object Designer. For more information about this and about setting up a multilingual system, see the Designer Guide.
You cannot use this technique for HTML-enabled fields. For those fields, you need to import the translations – for more information, see the Designer Guide.
The Configure Localized Resources dialog appears.
To add a new culture, select it from the list, then click Add.
You can also add translations using console in a similar way.
When you have added your translations and rebuilt the knowledge indexes (see Building the knowledge database), users can search for and read knowledge articles in their own language. Text that has been translated appears in their language of choice, and text that has not been translated appears in the default language for your system.
For example, if your base language is English, and an English-speaking user logs in, they can search for knowledge in English and find articles in English.
If a German-speaking user logs in, they can search for knowledge in German and find the same articles but with German translations where they have been provided. If a string has not been translated, it appears in the default language - in this example, English.
Remember to keep all of the different language versions up to date. If you make a change to an article in the default language, make sure you also update the other languages.
If you create an article when you are logged in to Web Desk as a user whose culture is not set to the base culture, a dialog appears asking you to choose the language that you want to create the article in. You can create the article either in the base culture or the culture of your user account. If you create the article in your user culture and don't supply the base culture translation, the base language value is set to Not Defined, and can be updated later.
If you are logged in to Web Desk using a culture that is not the base culture, Articles and CIs are the only multilingual items that you can create. You cannot modify the base culture for an existing article unless you are logged in using the base culture.
You can create and modify articles in Ivanti Workspaces or console only if you are logged in using the base culture.
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