Multi-Language Support for Mail Notification

Service Manager allows you to notify people (endusers, analysts, bosses etc.) by mail. Larger companies that span accross multiple countries may have a requirement to send out mails in different languages – depending on the language a specific person speaks. Service Manager allows you to do this by using multilanguage notification templates.

When you take a closer look at the User CIs you will see that an attribute “Locale” exists. In many cases, this attribute will not contain a value – but with exact this value we are able to control the notification language.


If you open a notification template (or create a new one) you have the possibility to define text in multiple languages (bottom right). In this example I have created a new template for incidents and wrote some text in english and german.



Then, I created a personal notification subscription that sends a mail to my mailbox every time a new incident is created. Depending on the Locale settings on my User CI, the mail is sent in different languages.



Cool, huh? But what possibilities exist to control the Locale attribute on the User CI’s? In the next part of this serie I will show you how to automatically update the Locale attribute of User CIs.

bye bye

About Marcel Zehner

Microsoft Azure MVP
This entry was posted in SCSM and tagged , , , , . Bookmark the permalink.

9 Responses to Multi-Language Support for Mail Notification

  1. Abhishek Shukla says:

    Hi Marcel,
    I really like your concept, its really very interesting & I’d like to wait for your next update on the same.

    Abhishek Shukla

  2. BJ Smith says:

    I have notifications setup for English and French. Some of the time, the French notification is sent in English even though the locale is French. Have you seen this before?


  3. Hi Marcel,

    First, I would like to thank the various posts related to SCSM 2012. Has saved me a few times! 🙂

    About notifications, in my case I do not need the multi-language function so, there is a possibility of making a default language for that?
    Or maybe change the Locale attribute on the User CI’s at once to the only language that I use?
    Because if we don’t select a Locale, the SCSM sends the English notification.


    • Marcel Zehner says:


      The easiest way to achieve that is to just enter the text you want to send out in the ENGLISCH (US) area of the template. Just write the text you want to send there and leave all the other languages blank. Then you don’t have to worry about the locale attribute on the User CIs.


      • Hello,

        Thanks for the reply; I test it, but if I do that, the variables are sent in English.
        Example: “Uma atividade foi atribuída a você! MA101 Status: Pending”

        The text goes in Portuguese, but the variables goes in English.

        What can I do to make the variables to goes in Portugues too?


      • Marcel Zehner says:


        Not sure, but is there a portuguese translation for those values? If not, you have to add them.


  4. Hey!

    Yes, there is a Portuguese translation.
    I solved my problem creating all the templates in portuguese and setting the locale and timezone I want for all users with this (


  5. Florin Franculescu says:

    Hi Marcel, great article but I’m wondering how the email Multilanguage notification works in SCSM 2012 (SP1). The problem is that I have the ‘Locale’ and the ‘time zone’ empty under User CI, I configured the email notification in English (US) and Italian, and by default the emails notification arrive in Italian. This is strange because it was supposed to use English template as the default language, isn’t it? If I set the time zone under User CI nothing changes, I receive the emails in Italian too, but if I set the Locale on US, I received them in English. I want to use the English Language as default language and Italian only for the Italian users, do you have any idea how to set the default language in English without modify the Locale parameter? The SCSM server language and location are both in English US. Thanks a lot

  6. i686 says:

    Thanks. This is great.

    One question though. How can i change this on 1200 users at the same time? Is there some powershell cmdlets i can use?

Leave a Reply

Fill in your details below or click an icon to log in: Logo

You are commenting using your account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )

Connecting to %s