Important Update Effective February 1, 2024!
Due to recent changes in Jira and Confluence, we've made the tough decision to discontinue the OpenID Connect (OIDC)/OAuth app and no longer provide new versions for the newest Jira/Confluence releases as of January 31, 2024.
This is due to some necessary components no longer shipping with Jira/Confluence, which would require some extensive rewrites of the OIDC App.
User Management & Access Control
Can I restrict translation capabilities to certain projects within Jira?
Yes: Ticket Translation for Jira Service Management can be enabled on a project basis.
Can external clients or customers use the translation feature in Jira Service Desk without a full Jira account?
Customers of Jira Service Desk can interact with issues in their native language, and these interactions can be automatically translated. Access for external customers generally does not require a full Jira account, but specific permissions might need to be configured.
Are there any specific user permissions required to configure translation settings within the app?
Configuring translation settings within the app is restricted to Jira administrators.
Can translations be reviewed or modified by specific users before they're finalized?
Yes. Agents who want better control of their communications can use the translation editor, which will first show an automatic translation of their message and then allow them to make any desired changes before submitting it.
More information: For further reading, visit the Editor guide.
How do I manage API keys or third-party service credentials used for translation within the app?
Customers do not need to connect to any third-party services with their own credentials.
Is it possible to enable or disable the translation feature for individual users based on their preferences?
It’s not possible to enable or disable translation features on an individual basis. However, the Invisible mode allows agents to decide whether or not they want to rely on an automated translation. In this case, they should use an internal note and start it with the command “#translate”.
More information: For more on Invisible mode, see the Agent Guide.
Is there support for audit trails that log all user actions related to translations, including viewing and editing?
Since most of the translation flows are strictly automated (with the exception of the recently added translation editor), the app doesn’t include audit trails to log user views and edits.
Can the translation feature be enabled for guest or anonymous users in Jira Service Desk?
Yes: once activated in a project, translations will be triggered whenever a new customer request is created, no matter whether the customer is anonymous or not.
Is there a feature to automatically match issues with agents based on the agent's language preferences?
Yes: since the app stores the customer language in a custom field, this can be used to trigger automation rules to auto-assigned based on the agent’s languages (which should be captured in ad hoc groups).
More information: For additional details, check out the Automation and Reports page.