Enabling automatic translation for knowledge articles

As an administrator, you can streamline the translation process for knowledge articles by enabling automatic translation. You can use the translation service provided by BMC HelixGPT or can choose to integrate their own translation tool for added flexibility and customization. 

Automated translation capability offers:

• Simplified knowledge article lifecycle management.
• Ease of configuring your preferred locale.
• Ability to translate child articles.
• Flexibility to use your own translation tool.

KNOWLEDGE_ARTICLE_TRANSLATION parameter behavior

An administrator can enable automated translation for each Line of Business by configuring the KNOWLEDGE_ARTICLE_TRANSLATION parameter to HelixGPT or Custom.
This parameter activates automated translation for the specific line of business, ensuring consistent multilingual support across the organization.

If you access ISKM from BMC Helix ITSM, only the IT line of business is supported and selected by default. 

You can use BMC HelixGPT or a custom process for automatic translation.

Parameter name	Value	Behavior
KNOWLEDGE_ARTICLE_TRANSLATION	(Default) None	View the locales configured out-of-the-box for a knowledge article. Configure a new locale.
	HelixGPT  or Custom	Configure a new locale. Delete a newly added locale. Disable locales available out-of-the-box.

Before you begin

The following table describes the prerequisites for using BMC HelixGPT or the custom process.

Using BMC HelixGPT for automatic translation	Using a custom process for automatic translation
Make sure that BMC HelixGPT is enabled in your environment. For more information, see Configuring BMC Helix Innovation Suite Knowledge Management as a knowledge provider for BMC Helix ITSM.	Add the custom process to your environment.

To enable the automated translation capability

1. Log in to BMC Helix ITSM, and click Settings . 
2. Expand HelixGPT Configuration, and click Features.
3. On the General Settings tab, select KNOWLEDGE_ARTICLE_TRANSLATION.
   The Edit Configuration dialog box opens.
4. On the Edit feature configuration dialog box, from the Configuration Value list, select HelixGPT or Custom.
   The following screenshot shows the HelixGPT option selected for the KNOWLEDGE_ARTICLE_TRANSLATION parameter:
5. Click Save.

You have enabled the automatic translation through BMC HelixGPT in your environment.

(Optional) To configure a custom translation process

1. Select the Custom option for the KNOWLEDGE_ARTICLE_TRANSLATION parameter. 
   When you select the Custom option, the following instructions about using the sample process are displayed:
2. Click the Select button for the Custom Process For The Knowledge Article Translation list.
3. Click the Select list and select a process.
4. Click Save.

Your custom translation process is ready for use.

To configure locales for automatic translation

Administrators can add a new locale but cannot delete one once it is added. They can only make it inactive.

1. Log in to BMC Helix ITSM and click Application launcher  
2. Click the Knowledge Management application and click Settings .
3. From Knowledge Management, select Translation Locale.
4. The Manage Locale screen with a list of various locales is displayed. 
5. (Optional) Select a locale and change the status to Active or Inactive.
6. To add a new locale, click +Locale .
   The Create Locale dialog box is displayed:
   
7. From the Locale list, select a locale you want to add.
8. Click Save.

You have created a new locale. Agents can easily translate a published knowledge article to any locale with a single click.

Supported locales

You can configure the following locales for automatic translation:

• Arabic
• English
• German
• Chinese
• French
• Italian
• Japanese
• Spanish
• Turkish
• Russian
• Korean
• Greek
• Polish
• Portuguese
• Romanian
• Dutch
• Danish
• Finnish
• Norwegian
• Swedish
• Slovak
• Slovene
• Hungarian
• Bulgarian
• Czech
• Thai

For information about locales available out-of-the-box for BMC Helix ITSM, see Supported languages and locales.