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Email translation is not working if there are no content in the Notification Trigger - Known Error
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  • Email translation is not working if there are no content in the Notification Trigger
KB1291198

Email translation is not working if there are no content in the Notification Trigger


1420 Views Last updated : Oct 19, 2023 public Copy Permalink
KB Summary by Now Assist

Description

Email translation is not working if there are no content in the Notification Trigger. The main symptom is that Translated Email Contents" related list is empty.  Additionally, emails will only be properly translated if a Translated Notification (sys_translated_notification) exists.

sys_translated_notification -> OK
sys_translated_email_template -> NOK

Steps to Reproduce

1. log in as Admin
2. Go to sysevent_email_action records and open Virtual Agent Message Email Notification
3. Click the Request translations button and verify translation request has been sent to a user group
4. As a user belongs to the user group created above navigate to Notification framework -> My tasks
5. Open a task and click translate
6. Provide translations for the Notification and template
7. Go to Translated Notifications related List in sysevent_email_action and sys_translated_email_template record and verify Translations are listed for Spanish in the related list

Issue: As we are not having any content in Notification Trigger but using an Email template containing Subject and Messages Email notifications are not triggered in Spanish

Workaround

This problem which is also reported in PRB1652783 is/will be fixed in Vancouver ServiceNow Version

In the meantime, make sure you are at least in Utah version and that you include a notification body translation or  follow all the steps of KB1156957


Related Problem: PRB1608509

Potentially Seen In

There is no data to report.

Fixed In

Vancouver

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