ServiceGrid Article - Multilanguage

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Overview

Cisco ServiceGrid provides different application languages in the web based user interface. The end user can select their preferred language.

Languages

The Language ISO Codes are stored in the SD Database. These codes are used to assign the following to a user:

  • User-Language
  • Application-Language

All languages, which are supported as Application Language by the SD Applications, have a value for the Locale set in the language table.

  • English / en
  • Deutsch / de
  • Czech / cs
  • Croatian / hr
  • Hungarian / hu
  • Polish / pl
  • Romanian / ro
  • Slovak / sk

These languages can be selected as Application Language by the user and should be implemented by the following:

  • language specific property files
  • language specific buttons

To translate the SD Application into a new language, a language specific property file has to be created and all buttons should be translated.

Language specific elements Buttons
Buttons used in the SD Application are gif files stored in different directories for each language. The names of similar buttons are the same for each language. The entry in the property file defines the directory path to the language specific button.
Text in the Property Files
For each language, a property file exists, containing all literals (more than 2600) used in the SD application. The property file consists of one line per entry containing the key and the translation.
For example, property file for German.

Users = Benutzer
Key=Users
Translation=Benutzer

The entries in the property file may have different forms as follows:
Entries for buttons
For example, property file for German.

goButtonBTN = ../images/german/goButton.gif

Entries with space characters in the key
For example, property file for German.

Change\ master\ data = Stammdaten ändern

Entries with parameters
For example, property file for German.

Helpdesk\ was\ changed = Helpdesk wurde geändert auf <>


Translation tables in the database

The Cisco ServiceGrid database contains tables to store and manage the translations using property files. All keys and all translations for each language are stored in these tables.

Following are the programs used for translation:

Program
Description
Generate Property File

This program is used to generate a property file for a language.

To translate into a new language or to add a new key, the data in the translation tables in the SD database should be changed or created.

The new property file will be generated using the Generate Property File program.

The property files should not be changed manually.

Upload keys
This program is used to upload new or changed keys from the CSV files into the SD database.
Upload Translations
This program is used to upload new or changed translations from the CSV files into the SD database.
Download translations
This program is used to downlaod keys and translations from the SD database into a CSV or XLS file.


NOTE: All translation work can be done in an Excel sheet, or any other program which can read and write CSV or XLS files format.

Translation process Text
Step 1: Download all Keys including Theme and Usage into a XLS file.
Step 2: Translate in this file using Excel or other tool.
Step 3: Upload the file (as CSV) into the database.
Step 4: Generate a new Property file.
Step 5: Link the Property file into the SD application code.
Step 6: Test the application.

Buttons
Step 1: Translate the texts on the buttons.
Step 2: Use a graphics program to create the new buttons.
Step 3: Store the new buttons in the language specific buttons directory.
Step 4: Change the directory path for the buttons in the XLS translation file.

Key categories
To make the translation work smooth, more than 2,600 keys are categorized using Theme and Usage.

  • Theme: The area the word or sentence belongs to. For example, Contract, User, and so on.
  • Usage: The usage of the word or sentence. For example, service, installation, repair, and so on.

Best order of steps
The best way to translate is to obey this order:

Step 1:

  • Usage: Basic, Theme: All, (see Chapter Basic terms)
  • Usage: All, Theme: Date
  • Usage: Buttons, Theme: All
  • Usage: Functions, Theme: All

Step 2:

  • Usage: Simple, Theme: All
  • Usage: Message, Theme: All

Step 3:
Usage: Error, Theme: All

The following are the basic terms:

Key
Theme
Description
Action
Action
An action is performed by the editor of a call by clicking on the action list on the right side of the screen. An action is connected to a call detail form. Actions can be customized.
Activities
Activity
An activity is connected to a call and contains work time, travel time, and description fields.
ActivityType
Activity
The activity type is used to categorize activities (for example, service, installation, repair, and so on).
BPartner
Company
A business partner is a company, who is acting as service provider or service customer in a service contract.
Calculation
Logistic
A calculation is used to calculate expenses and revenue in a call.
CallDetail
Call
The call detail is the form displaying the call data. Call detail forms can be customized using setups.
Caller
Common
A caller is the person requesting for a service.
CallID
Call
The CallID is the unique number of a call in the SD database.
CallList
Call
The call (tracking) list is the list displaying selected calls. Call lists can be customized using setups.
CallOpen
Call
The CallOpen time is the date and time when a call was opened.
CallState
Callsystem
The call state is the state of a call in the workflow. The list of possible call states is defined by the customer and customized in the callsystem.
CallSystem
Callsystem
A callsystem is the definition of a specific workflow and contains the list of status codes and successors, the list of actions, the call detail and call tracking list setups, the priority codes, failure types, problem types, severities and categories.
CallTracking
Call
The call tracking (list) is a list displaying selected calls. Call lists can be customized using setups.
Categories
Common
Categories are used to define a hierarchy (tree) for classification of a call.
Communication
Communication
A communication specifies the method for sending and receiving messages.For example, mail, SMS, SOAP, and so on.
Company
Company
A company is mandatory in the SD database. A company may be divided into organizations. Users are members of organizations of a company.
Contact
Connection
The contact person is the person in a call who should be contacted for questions or information.
ContractElement
Contract
The contract element within a contract describes the service level.
Converter
Converter
A converter is a method used by the SD platform to send and receive call transactions.
Country
Common
A country (for example, Austria, Germany, Poland).
Customer
Common
The (service) customer is the business partner in a contract requesting services from the service provider.
Device
Device
A device is a component in the inventory having a unique identification (serial number). A device may be a hardware or software component. (for example, desktop, printer, office software, and so on).
DeviceType
Device
The device type is the identification or name of the device given by the manufacturer (for example, MS Project XP, T42, C4678A).
Dictionary
CommonContent
The dictionary is part of the common content module of SD and contains information about fields in the SD application.
Dispatching
Common
Dispatching is the process of routing a call to a queue or technician.
Document
Logistic
A document contains the data about receive, return, ship, and transfer of parts.
Download
UploadDownload
Download functions are used to export data from the SD database into CSV or XLS files.
Editor
Common
The editor is the user having rights to change a call, device or location.
EMail
Common
Email is one of many communication methods to send or receive data from or to the Cisco ServiceGrid platform.
FailureType
Callsystem
Failure types may be used to categorize a call.
Filename
Common
A filename is required when uploading data from CSV files to the SD database.
Helpdesk
Call
The hepldesk (person) is the user creating a new call.
History
Common
History records are used to store the history of calls and devices in the SD database. Logistic Inventory is the method of counting and updating parts stock numbers.
Location
Location
Locations are used to group devices. Each device has to be referenced to a location. Locations belong to organizations of a company.
Login
Common
Login (into the SD platform) requires username and password.
Logout
Common
Logout (from the SD platform).
Manufacturer
Common
The manufacturer of a device.
Mapping
Callsystem
Mappings are used to map status codes of the different call systems of service provider and service customer side. It is a method to store company specific data which has to be mapped to certain values in the SD.bridge process.
Menu
Common
Menus contain the SD modules in the first level and menu entries (for example, Locations, Devices, and so on) in the second level.
Message
Message
A message may be sent through a communication from the SD platform to a receiver.
MyAccount
Common
MyAccount is the menu entry to enable the user to change their own data.
MyArchive
Common
MyArchive is the menu entry granting access to the users’ archived reports.
MyCompany
Company
My company is the menu entry granting access to all data of its own company.
MyCustomers
Common
My customer is the menu entry showing a list of all customers in the user's contracts.
MyProviders
Common
My provider is the menu entry showing a list of all providers in the user's contracts.
MyReports
Report
My report is the menu entry giving access to the user’s collection of report groups.
Organizations
Organization
An organization is part of a company. Users are members of organizations and organizations have service contracts with other organizations.
Owner
Device
The owner of a device is the person who is responsible for the device (for example, the notebook).
Parent
Call
A parent call is connected to one or more child calls.
Part
Logistic
A (spare) part is an item which hold on stock and does not have a serial number.
Password
Common
The password is required for login into the SD platform.
Portal
Common
A portal is an application providing login and access for users of other applications. Using the SD SOAP Web services, functions and data from the SD platform can be integrated and used by a portal.
Priority
Callsystem
Priorities are used to categorize the call.
ProblemType
Callsystem
Problem types are used to categorize a call.
Provider
Common
The (service) provider is the business partner in a contract providing services to the service customer.
Queue
Queue
Queues are used to dispatch calls to a group (queue) of technicians.
Receiver
Message
The receiver is the person or system receiving messages from the SD platform.
Recovery
Call
The Recovery (time) is the time when the incident or service request is solved. The recovery time is part of the Service Level Agreement (SLA).
Response
Contract
The response (time) is the time when the incident or service request is responded by the service provider. The response time is part of the Service Level Agreement (SLA).
Rootdevices
Device
A root device is a device having other devices as sub devices, thus building a hierarchy (tree) of devices.
Scheduler
Scheduler
Schedulers are used to send data to a receiver automatically at certain dates and times (for example, reports every Friday at 22:00).
Sender
Message
The sender of a message is the person or system sending a message to the Cisco ServiceGrid platform.
ServiceLevel
Common
The service level contains the service time (for example, Mon to Fri 8:00-17:00), the agreed response time and recovery time.
Setup
Setup
Setups are used to customize call lists, call detail forms and location lists.
Severity
Callsystem
The severity may be used as additional categorization criteria in the call.
Shipment
Logistic
Parts are shipped to the customer within a repair action.
Skill
Skill
Skills are attributes of a technician.
SLA
Contract
The SLA is the service level agreement between provider and customer.
Solution
Solution
Solutions are records in the SD.solution database and may be searched by the editor of a call.
Status
Common
Status are used as call states and may be used as location states and device states.
Store
Logistic
A store is a location used as store in parts logistic.
Subdevices
Device
A sub device is a device having other devices as root devices, thus building a hierarchy (tree) of devices.
Successor
Callsystem
A successor is the status which may follow another status. The list of status and successors form the workflow within a call system.
Summary
Common
The summary function is used to group and summarize devices in SD.inventory.
Technician
Technician
A technician is a person who is a member in a queue. Calls may be routed to queues and technicians.
Template
Template
Templates are used to define the content of a message. Within a template all fields of a call can be used. Templates are written as XSL Transformations.
Timeline
Report
The timeline is one parameter of reports. For example, Year, Month, Week, and Day.
Tree
Common
Trees are used to display data on the screen in hierarchical order. For example, device tree, location tree, and so on.
Trigger
Trigger
A trigger is a rule, defining when a message should be sent.
Upload
Common
Upload functions are used to import data from CSV files into the SD database.
User
User
A user is a person having login rights into the SD platform or a person which is referenced in a call.
View
Common
A view displays the content of a call in a window using a template.


Customer specific Texts

Beside the translation of texts and buttons in the application user interface, there are a number odd customer specific texts in different tables which are as follows:


Basic Data - MyCompany

  • Templates (Template texts)
  • ActivityTypes (Shortname, Name)
  • DeviceStatusTypes (Shortname, Name)
  • Queues (Shortname, Name)
  • Callsystem
  • Workflow

               CallAction (Shortname, Name)
               CallStates (Shortname, Name)

Codes

              Priorities (Shortname, Name)
              Severities (Shortname, Name)
              Failuretypes (Shortname, Name)
              Problemtypes (Shortname, Name)
              Categories (Shortname, Name)

Setups

             CallTracking (Labels)
             CallDetail (Labels)

Organisations (Shortname, Name, Address)


Basic Data - Contracts

  • Contracts (Shortname, Name)
  • Contractelements (Shortname, Name, Categories)

Basic Data – Users

Users (Firstname. Lastname, Address)
Common Content Text-Values
Therer are number of text entries which are not translated because these terms are international valid terms:

  • IMAC Types. For example, Install, Move, Add, and Change.
  • Reques Types. For example, Incident, Problem, Change, and Service.
  • Names of Countries. For example, Germany, Austria, Poland, and so on.
  • Names of Languages. For example, Deutsch, English, Polish, and so on.
  • Names of Time zones. For example, Europe/Vienna, Europe/Berlin, Europe/Warsaw, and so on.
  • Names of UNSPSC-Classes. For example, Hardware, Software, Computer, Desktop, and so on.
  • Communication types. For example, SMTP, FTP, SOAP, and so on.


For a complete list of Cisco ServiceGrid Articles, go to the List of Articles page.




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