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Hi, team.

I’m doing a project for a Russian speaking company in CIS. I’ve found out that if I add custom fields for the assets with Russian captions, Freshservice doesn’t create correct placeholders, so instead of something like {{asset.asset_name}} it creates {{asset.}} for all the fieds with cyrillic captions.

I thought that I migth create these fields with English captions, and then translate them in the translations file, but it seems that custom asset fields are not there at all, only ticket fields.

I also tried to create the fields in English first and then just rename them, but Freshservice changes the placeholder accordingly after renaming.

Ideas?

Hi, team.

I’m doing a project for a Russian speaking company in CIS. I’ve found out that if I add custom fields for the assets with Russian captions, Freshservice doesn’t create correct placeholders, so instead of something like {{asset.asset_name}} it creates {{asset.}} for all the fieds with cyrillic captions.

I thought that I migth create these fields with English captions, and then translate them in the translations file, but it seems that custom asset fields are not there at all, only ticket fields.

I also tried to create the fields in English first and then just rename them, but Freshservice changes the placeholder accordingly after renaming.

Ideas?

It looks like you're encountering an issue with Freshservice's handling of custom asset fields with Cyrillic captions. Here's a potential workaround:

  1. Create Fields in English: Start by creating all your custom asset fields with English captions. This ensures that the placeholders are generated correctly.

  2. Translation in User Interface: Instead of renaming the fields directly in Freshservice, consider using the UI translation feature (if available) to display the field names in Russian to the end-users. This way, the backend placeholder names remain in English, but the UI shows Russian captions.

  3. Check for API Options: If the UI translation feature isn't sufficient, you could use Freshservice's API to manage your custom fields and translations. This might give you more control over how the fields are displayed and handled.

  4. Feedback to Freshservice: Report this issue to Freshservice support. They might be able to offer a more direct solution or prioritize a fix for Cyrillic caption handling in custom fields.

This approach allows you to maintain functional placeholders while providing the necessary translations for your Russian-speaking users.

Hi, team.

I’m doing a project for a Russian speaking company in CIS. I’ve found out that if I add custom fields for the assets with Russian captions, Freshservice doesn’t create correct placeholders, so instead of something like {{asset.asset_name}} it creates {{asset.}} for all the fieds with cyrillic captions.

I thought that I migth create these fields with English captions, and then translate them in the translations file, but it seems that custom asset fields are not there at all, only ticket fields.

I also tried to create the fields in English first and then just rename them, but Freshservice changes the placeholder accordingly after renaming.

Ideas?

It looks like you're encountering an issue with Freshservice's handling of custom asset fields with Cyrillic captions. Here's a potential workaround:

  1. Create Fields in English: Start by creating all your custom asset fields with English captions. This ensures that the placeholders are generated correctly.

  2. Translation in User Interface: Instead of renaming the fields directly in Freshservice, consider using the UI translation feature (if available) to display the field names in Russian to the end-users. This way, the backend placeholder names remain in English, but the UI shows Russian captions.

  3. Check for API Options: If the UI translation feature isn't sufficient, you could use Freshservice's API to manage your custom fields and translations. This might give you more control over how the fields are displayed and handled.

  4. Feedback to Freshservice: Report this issue to Freshservice support. They might be able to offer a more direct solution or prioritize a fix for Cyrillic caption handling in custom fields.

This approach allows you to maintain functional placeholders while providing the necessary translations for your Russian-speaking users.

Thanks for your input. Creating asset fields in English is the actual solution I am using.
UI translations are not available for the custom asset fields - only for the ticket and task fields so far.
What do you mean by considering API to manage translations? How can I do it?
Issue is reported to Freshworks for quite some time already :-)

Thank you for your input. Creating asset fields in English is indeed a practical solution given the current limitations.

Regarding your question about using an API to manage translations, here's how you can approach it:

Using API to Manage Translations

1. Identify the Translation API:

  • There are several APIs available for translation services, such as Google Cloud Translation API, Microsoft Translator, and DeepL API. These services can automatically translate text into multiple languages.

2. Integrate the Translation API:

  • API Key: Obtain an API key from your chosen translation service provider.
  • API Calls: Use HTTP requests to send the text (e.g., custom asset fields) to the API and receive translations.

Example Workflow:

  1. Extract Text: Identify the text fields that need translation.
  2. Send Request: Make a POST request to the translation API with the text and target language.
  3. Receive Response: The API will return the translated text.
  4. Update Fields: Programmatically update the custom asset fields with the translated text.

3. Automate Translation Updates:

  • Develop a script or integration that periodically checks for new or updated custom asset fields and translates them automatically using the API.

Example Code Snippet (Python with Google Cloud Translation API):

from google.cloud import translate_v2 as translatedef translate_text(text, target_language):    translate_client = translate.Client()    result = translate_client.translate(text, target_language=target_language)    return resultr'translatedText']# Example usagetext_to_translate = "Custom asset field example"translated_text = translate_text(text_to_translate, 'es')  # Translate to Spanishprint(translated_text)

This approach can help you manage translations more efficiently while Freshworks works on extending UI translation capabilities to custom asset fields.

Reporting the Issue

It’s good to hear that the issue has already been reported to Freshworks. Following up regularly and providing detailed use cases can sometimes expedite feature requests.

If you need further assistance with integrating a translation API or have any other questions, feel free to reach out.

It seems Freshservice struggles with Cyrillic characters in custom fields. Your idea to use English captions initially is good, but since renaming changes the placeholders, try this workaround: create the fields in English, use those placeholders in your project, and add a note or documentation for the team explaining the fields. Unfortunately, custom asset fields don't appear in the translation files, so this might be the best approach for now.

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