Google Translate for Jira Service Management Current: Using Automation and Reports with Language Translation - Jira Service Desk Using Automation and Reports with Language Translation - Jira Service Desk Custom fields created by the appAs a base for using Jira's built-in automation and reporting functionality, the app provides a custom field that stores the "Customer Language" for every support case in your service desk. The Customer Language is determined in the first customer request.You can get three more custom fields when you enable the experimental features language sentiment and key phrases:Initial Sentiment Last SentimentKey Phrases.These custom fields are not available by default.Use Cases The three following use cases leverage the Project Automation feature which has been included as in the core of Jira Service Desk cloud. To access it:Navigate to the Service Desk project where you want to set the ruleEnter Project SettingsScroll towards the bottom of the left panel, until you find the Project Automation optionOn the automation screen, click on Create rule, at the right top Automation should not be mistaken with Legacy Automation, which contains legacy automation rules in Jira Service Desk cloud.The same automation functionality can be added to Jira Service Desk Server and Data Center with the Automation for Jira app from the Atlassian Marketplace. 1. Reassigning issues based on the customer languageBusiness caseIf you have native speakers of a language in your service desk team, you probably want them to own tickets in that language and override automated translations.You can do this by:Adding this language as "agent language" in settings and letting them handle the conversations in that language. With the built-in automation feature you can reassign an incoming request after the Jira Service Desk Language Tools determined the language of the request.Step-by-step GuideStep 1: Select customer language as triggerSelect the trigger Field value changedsearch for the field Customer Language and select itIn the second dropdown, choose the option to Edit issueSave the trigger to return to the rule menuStep 2: Specify the customer language in the conditionChoose to create a New conditionChoose the recommended option Issue fields conditionSelect again the Customer language fieldActivate the condition equalsInclude the value of the language that you want to reassign. In this example, it’s de for German.Save the conditionStep 3: Define to whom the issue will be reassigned as the actionIn the component list, select a New ActionSelect Assign Issue. You will see multiple options in the dropdown. The two more interesting are:Specify user. Select this action if there is a single user who can speak the selected languageUsers in a group. Select this action if there is more than one user who can speak the selected language, i.e. german-agents. Make sure to maintain this group.Step 4: Publish the ruleNow the rule has been completed. To start using it, simply:Give it a namePublish itInstructions for Server 2. Sending an E-Mail-Notification on the use of rarely used languagesFor some rarely used languages that you want to monitor, you can use an automation rule to send you an alert email is someone uses it. In the following example we use the Automation Lite for Jira app for cloud. If you don't have it yet, you can get it on the market place. It's free. Unfortunately for server the trigger that we use in this example is a PRO feature. You can try it for 4 weeks. Cloud: Server: 3. Escalating a service request with low language sentiment (experimental)Using the Microsoft Azure language analytics the app provides you with a language sentiment on each customer request and the following responses. Language sentiment comes with a value between 0 and 100 where 0 is worst and 100 is best.We recommend to experiment with this feature, if it the results are meaningful in your environment, as we made the experience that this is not always the case. Anyway, when you want to use this feature, you have to switch in on in the app settings of the project.Then you can do things like this:Cloud: Server: 4. Creating a queue for a specific languageAlternatively you can also easily create a service desk queue, based on the language detection feature of Jira Service Desk Language Tools: one queue for incoming German requests, one for Spanish, etc.The following screencasts show how to do this.Cloud: Server: SAML Single Sign-On is available for Atlassian Server & Atlassian Data Center products. Our Jira Data Center, Confluence Data Center, Bitbucket Data Center, Jira Server, Confluence Server, Bitbucket Server and other apps are all available on the Atlassian Marketplace.