Phased rollout


This documentation supports the 21.05 version of BMC Service Request Management. To view an earlier version, select the version from the Product version menu.

Localizing SRDs and surveys

When you create an SRD, you can localize it to display text, such as questions and labels, in other languages. Questions from the original SRD are displayed on the Actions tab of the localized SRD. You can add and edit questions, edit instructions, edit displayed values and labels in the localized SRD. 

Best practice

  • Localize the navigational categories before you localize the SRD. If you do not, you will be prompted to create them when you attempt to save the SRD.
  • Create and sort questions, and add actions and mappings in the default (blank) locale before you localize an SRD to ensure that the questions, actions, and mappings are automatically applied to the localized SRD.
    For example, if your default locale is English, create all of the questions in the default (English) locale of the SRD, and select the order in which the questions should appear. Map the questions to variables and SR fields and thoroughly test the SRD in the system. After you are satisfied that the SRD is working as expected, localize the SRD.
  • The questions, response options, and mappings in each SRD locale must match the questions, response options, and mappings in the default locale. The questions and responses must also be in the same order and have the same intent in all locales. For example, the French locale of an SRD includes the same questions in the same order as the default locale, except that the questions and responses are in French. You cannot create a French locale of an SRD that has a different set of questions for French users.
  • If you need to make changes, you must do so only in the default locale for the SRD. New questions, actions, and mappings are automatically copied from the default locale to each associated locale for that SRD.

To localize SRDs

  1. Create the SRD.
    See Creating a standard SRD.
  2. Add all of the questions, actions, and mappings to the SRD in the default locale. Thoroughly test the SRD in the default locale to make sure it is working as expected.
    See Adding questions to an SRD and Using actions to auto-fill responses in a service request.
  3. Create a new locale for the SRD:
    1. Click Other Locales.
    2. In the Defined Locales dialog box, specify a new locale.
    3. Enter a user-friendly Title for this SRD, based on the new locale.
    4. Provide a Description based on the new locale.
    5. Click Add to save the locale.
      The questions, actions, and mappings from the default locale are copied to the new locale.
    6. (Optional) Add more locales as needed.
    7. Close the Defined Locales dialog box.
    8. Save the SRD.
  4. Localize the questions for each locale:
    1. Refresh the records in the Service Catalog Manager Console, for example, by running a search.
      The newly localized SRDs appear as separate records.
    2. View the localized SRD.
    3. In the Questions and Mappings dialog box, select each question, localize the question text, responses, and instructions, and apply your changes.
    4. Close the Questions and Mappings dialog box.
    5. Save the SRD.

Users can view the localized SRD in the Request Entry console when they log into the server.

Ensuring consistent search results on localized SRDs

The Mid Tier displays only those SRDs that match the locale defined in the Action Request System user preferences form. If an SRD is not localized, it might not be visible to your users. Therefore when deploying SRDs, an important best practice is to set the correct full locale for the localized versions. 

The AR System uses the following fallback lookup mechanism for displaying SRDs:

  1. The Request Entry console searches for data with the exact user locale, for example, fr_FR
  2. If there are no matches to the full locale, it performs a wildcard search using the language only, fr%.
  3. If there no matches, the server returns all SRDs with a null locale setting.
  4. If there are still no matches, the server returns all SRDs.

To localize SRD levels

  1. On the Custom Configuration tab of the Application Administration console, select Service Request Management > SRD Level > SRD Level, and click Open.
  2. Enter a locale, level, and status.
  3. Save the record.
  4. Click Other Locales.
  5. In the Defined Locales dialog box, select the new locale.
  6. Enter the new localized level text, and click Add.
    If you search for these new levels in the SRD Level dialog box, both items are available, each in their respective locale, Dutch and Portuguese.
    When the Service Catalog Manager creates the SRD, the locale level is available for use.

To localize surveys

  1. From the Service Catalog Manager console, select an SRD, and click View.
  2. Click the Service Request tab.
    If your application administrator created a default survey, its name appears.
  3. To exclude a survey from this SRD, select Disabled from the Status field.
  4. To create a custom survey for this SRD, select Custom from the Configuration field.
    Otherwise, the default survey is included with the SRD.
  5. Click Select.
  6. In the Search Survey form, select the company to which this survey applies, or select Global to make this survey available to all companies.
  7. To create a survey, click Create.
  8. In the Configure Survey dialog box, enter a name for your survey.
  9. Click Save.
    The dialog box closes and you are returned to the Search Survey form.
  10. Click Manage Questions.
    The Manage Questions dialog box appears.
  11. To create or modify questions in your survey, perform these steps:
    1. Specify a locale, if your questions must be localized, for example, en_US.
    2. Specify the numerical sequence, for example, 1.
    3. Define the question.
    4. Click Add or Modify.
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