Translations for Confluence for Jira Service Management users

 

In a nutshell

Using Translations for Confluence, you can create Knowledge Bases in various languages. These can then be accessed by Jira Service Management (previously Jira Service Desk) customers and agents.

Read our blog post about this feature: Create a multilingual knowledge base in Jira Service Management



 



Accessing Confluence Knowledge Base articles from Jira Service Management

The integration between Confluence and Jira Service Management (JSM) allows you to access a knowledge base (KB) article written in Confluence directly in JSM. Translations for Confluence takes this a huge step further by delivering the search results in the client's desired language (provided that this translation exists, of course).



Which language will be displayed in Jira Service Management?

The language of articles and titles depends on your Atlassian accounts and settings. We have created an overview with examples.

The user has an Atlassian account (for both Confluence & Jira / Jira Service Management)

KB article title and content will be displayed in...

KB article title and content will be displayed in...

Default Behaviour

→ Confluence User Profile language

If that language is not used on the Confluence page

→ Confluence System language



Here are a couple of examples:

Confluence User Profile Language 

Confluence System Language

KB article title & content displayed in...

Confluence User Profile Language 

Confluence System Language

KB article title & content displayed in...

German

English

  • German

  • If German macro is not used: English

English

English

English

Browser Setting (German)

English

German

 

Note: The JSM User language is not taken into account for the language of the KB articles.

 

Example: Search with Confluence set to English

Let’s look at an example: The client or an agent is looking for "zip" within Jira Service Management. The suggested article title is "How to create a Support ZIP".

 

Note that the preview text below the title is a mixture of German and English. This is because there are various language macros on that page. Unfortunately, we cannot influence how the preview is displayed in Jira Service Management. When clicked, the article will only be displayed in one language.

 

When clicked, the article is opened in English in the Jira Service Management interface.

KB article in English

Example: Search with Confluence set to German

The same search as above is carried out with Confluence set to German. This will deliver the suggested article’s title in German: "So erstellen Sie ein Support-Zip"

German search result

When clicked, the article is also opened in German in the Jira Service Management interface.

KB article in German

 

The user has a portal-only account

Accessing Confluence KB pages without a Confluence license is only possible if the Jira Service Management administrator changes the settings accordingly, see Give access to unlicensed users from JSM.

KB articles will be displayed in...

KB articles will be displayed in...

Default Behaviour

→ Browser language

If that language is not found on the Confluence page

→ Confluence System language

Notes:

  • The page title will always stay in the language it was originally written in.

  • The JSM User language is not taken into account for the language of the KB articles.

  • The article preview in the search results may show a mixture or languages if there are various language macros in use on the Confluence page. Unfortunately, we cannot influence how the preview is displayed in Jira Service Management. When clicked, the article will only be displayed in one language (browser language or Confluence System language).


Here are a couple of examples:

Browser Language

Confluence System Language

KB article content displayed in...

Browser Language

Confluence System Language

KB article content displayed in...

French

English

  • French

  • If French macro is not used: English

French

German

  • French

  • If French macro is not used: German

 

 

User has neither Confluence nor Jira Service Management account

In this case, the user cannot look for Knowledge Base articles.

 



Suggested Reading

Ready to start creating your multilingual knowledge base in Confluence? The following articles and manuals tell you everything you need to know.