This documentation supports the 23.3 version of BMC Helix ITSM.

To view an earlier version, select the version from the Product version menu.

Supported languages and locales

This topic describes the limitations and exceptions for languages supported by BMC Helix ITSM. For a complete list of supported languages, see BMC Helix ITSM compatibility matrix.

Language and locales are set by your browser locale or your preferred language that you have entered in the AR System User Preference form. To view BMC Helix ITSM in a locale that is based only on your profile preference without depending on your browser, see Centralized configuration.

(UC only) When you change the browser locale, options such as Status, Priority, Urgency, and so on for any ticket type are localized in the locale you have set, but the values available under these options are not localized. This issue occurs because the metadata that drives these values is not refreshed. To view localized values, you must log out of BMC Helix ITSM, refresh the browser, and then login to BMC Helix ITSM. As an alternative method, you can navigate to Screen Configuration and click Refresh Server Cache to get the localized metadata from BMC Helix ITSM


  • Administration screens and online documentation are available only in the English language.
  • BMC Service Request Management does not support Russian localization.
  • For Russian locale, notifications in BMC Helix ITSM are not supported.
Related topic

Known and corrected issues

Setting user preferences and CCS parameters for Progressive Web Applications Open link

Setting centralized preferences with the AR System User Preference form Open link

Customizable language functionality based on user preference

As a service desk agent, you can access the Smart IT user interface (UI) in your preferred language by updating your browser locale. However, you can view the UI in your preferred language without updating your browser locale settings. To enable this feature, your administrator must set the useARUserPreferenceForLocalization CCS parameter to true. When the feature is enabled, the UI is displayed in your preferred language that you have opted on the AR System User Preference form. This feature eliminates the need to update the locale setting in your browser every time you access the UI. By default, this parameter value is set to false.

If you have not opted for any preferred language on the form, the UI is displayed according to your browser locale setting. For more information about the useARUserPreferenceForLocalization CCS parameter, see Centralized configuration.


The feature localizes only the screen name and its associated field names based on your language preference. The values in the fields are not translated. The online documentation is available only in the English language.

To configure the language as per the AR System User Preference

  1. Navigate to the AR System Administration Console. 
  2. Click System > General > Centralized Configuration.
  3. In the AR System Configuration Generic UI form, set the following parameters:

    Component NameParameter ValueReference topic
    com.bmc.arsys.smartit > *useARUserPreferenceForLocalizationtrueCentralized configuration
    com.bmc.arsys.midtier > DockerMTClusterUseruseARUserPreferenceForLocalizationtrue

    Setting user preferences and CCS parameters for Progressive Web Applications Open link

  4. Click Apply.

Administrators and service desk agents can change the language from the AR System User Preference form. For more information, see Locale preferences Open link .

Hebrew language limitations

The following limitations occur in the universal client:

  • Create change request Dates tab—In the collision calendar, dates are displayed left-to-right. Calendar widgets for scheduled and actual dates display correctly.

  • Dashboard—When you mouse over the Backlog charts, the dates display in dd mm yyyy format.

  • Consoles—Columns resize from right-to-left in the Ticket, Knowledge, and Asset consoles. However, the resize widget is on the right side of the column header, which is more intuitive for left-to-right resizing. To increase the width of columns on the Ticket console, you must drag the first column bar to right instead of left.

  • Browser—When you use BMC Helix ITSM on the Internet Explorer or Edge browser, if you change the browser locale to Hebrew that supports Right-to-Left (RTL) orientation, you will notice that on the Ticket, Asset, and Knowledge console when you add multiple columns which exceed the viewport width, the last few columns are not displayed when you scroll to left of the console or when you resize the column width. This happens due to the third party compatibility issue of the console grid of the Internet Explorer or Edge browser with languages that support RTL. It is recommended that you use BMC Helix ITSM on other browsers such as Chrome or Firefox.

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