Configuring locale fallback mechanism

Locale behavior affects all the BMC Service Request Management objects: SRDs, PDTs, AOTs, Questions, Navigational Categories, and Browse for Service details. If a Service Request Management object is not localized, the users cannot see the object.

Fallback mechanism for selecting a view

Service Request Management uses the following fallback lookup mechanism when selecting a view for the user's browser:

1. The Mid Tier first uses the locale defined in the AR System User Preference form.
2. If there are no user preferences, the system selects the appropriate view for the user's browser.
3. If the view with the user's preferred locale is not found, the system checks the operating system of the user's computer.
4. If there is no exact match during any of these stages, the fallback mechanism finds the closest possible locale to the one requested.
5. If no locale preference is set, a view with a blank locale, or the locale of operating system on the user's computer, is used.
6. If no locale preference is set and there is no view with a blank locale, an available view for the selected form appears. The resulting view then appears. For example, if a user has es_AR (Spanish_Argentina) selected as a preference, but there is no view created for es_AR, the view created with locale es appears. So creating a view with locale es covers all Spanish users, regardless of whether the user's preferred locale is es_AR or es_ES.

Fallback mechanism for Popular Services and DVF data

The application uses the following fallback lookup mechanism when selecting data, for example, displaying the Popular Services items in the Request Entry console:

1. The Request Entry console searches for data with the exact user locale, for example, en_US.
2. If the Request Entry console cannot find data with the en_US locale, it performs a wildcard search using en%.
3. If the Request Entry console still cannot find any data, it searches for data where the locale setting is null. When the data visualization field (DVF) retrieves data to display, it follows the same sequence as the Request Entry console.
4. The DVF searches for data with the exact user locale.
5. The DVF then performs a wildcard search, for example, en%.
6. The DVF then searches for data with a null locale value.
7. If the DVF still cannot find any data, it searches for the navigational category of the initial view.