Uni Solutions

Installation

Activate any of the oob "I18N: <language> Translations" plugins that you require.
Add any additional languages to the Language [preferred_language] field on the User [sys_user] table.
If translating Knowledge Articles, activate the “com.glideapp.knowledge.i18n2” plugin.
Install the 'AI Translations' Application.
Switch to the 'AI Translations' Application.
Go to 'AI Translations' -> 'Properties'
- Choose the Default Service and enter the API Key for that service.
Go to 'AI Translations' -> 'Scheduled Jobs' -> 'Populate all Languages'
- Click 'Execute Now'.
Go to 'AI Translations' -> 'Definitions'.
- Activate the ones you require. Add additional ones as needed.
Switch to the ‘Global’ application.
- Go to 'AI Translations' -> 'Definitions'.
- Set your filter to ‘Type’ = ‘Scheduled Translation’
- Go into each record individually.
- If you see the info message “Click here to update the table definition for: <table>”, click the link and do the following:
  - Go to the ‘Application Access’ tab.
  - Set ‘Accessible from’ to ‘All application scopes’.
  - Set ‘Can read’, ‘Can create’, and ‘Can update’ to true.
Go to 'AI Translations' -> 'Scheduled Jobs' -> 'Process AI Translations' -> Click 'Execute Now'

Scheduled Translations

The 'Process AI Translations' Scheduled Job will run weekly on Saturday at 1 AM by default. This can be changed if necessary.

Scheduled Job: Process AI Translations

Link: https://your_instance.service-now.com/sysauto_script.do?sys_id=6afeeaccdb8e6700458ccae3b996197a

The scheduled job will process all active Translation Definitions with Type set to Scheduled Translation.

Query the 'Table' based on the 'Condition'.
Insert a new row into the Translation table for each Field to Translate and Target Language pair.
Each row will attempt to locate an existing translation using the Primary Keys
- If an existing match is already found in the system, the State is set to Translated and the Translation Action is set to Existing Translation
- If an existing match is not found, the state defaults to Pending Translation. These will be processed after all of the definitions finish processing
After all definitions are processed, the application will translate any rows in a state of Pending Translation
- First, it will search the Translation and Translation Segment tables to see if we already have an existing translation. If one is found, we will use that instead of reaching out to your translation service.
- If an existing translation is not found, we will reach out to your translation service and obtain a translation. If the Type is HTML, first the Original Text (HTML) field will be broken out into Translation Segments. Only segments with a Type of Text will be sent to the translation service. HTML and special characters will not be sent to keep the character count down.
After translations are acquired, approval notifications will be sent to any Approval User(s) and/or Approval Group(s) related to the Translation Definition Target.
- Approvers have the option of modifying the translation before approving.
Once approval is obtained, or no approval is required, the translated text will be written to the appropriate table based on the Translation Target. The State will then be set to Translated and the record can be utilized to assist in future translations.

Here is an example of one of the definitions that come standard.

On Demand Translations

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On Demand translations can be obtained by a user on any table you specify in the Translation Definition table.

A user can obtain a translation by using the 'Translate' UI Action which by default is set to be accessed as a Form Context Menu (Right click on the header).

This context option will show up only if a definition is defined as On Demand for the table the user is currently on.

When a user clicks the Translate action, a form will pop up with a set of options as displayed below.

Source Language: Language you are translating FROM.
Target Language: Language you are translating TO.
What data do you want to translate?:
- Existing Data: Data saved at the database level for this record.
- New data not yet saved: Data that has been typed on this form but not saved.
Where to display the translation?:
- Display below field: The translation will be displayed in an info message below the field being translated.
- Update field value: The translation will overwrite any value in the field being translated.
Fields to translate: This will be a list of fields as defined in the Translation Definition Fields for that table. The checkbox next to them will default to true or false based on the On Demand Default field.

This is what the output would look like for this translation

Here is an example of one of the definitions that come standard.

Chat Translations

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Users can chat in any language they prefer with chat translations. Every user in the chat will be able to see the messages in their own language.

This works for your end users chatting with service desk agents via a service portal, one on one agent chats, and large chat rooms with users in many languages.

To utilize chat translations, go to the Translation Definition for the Live Feed Message [live_message] table and set active to true. Also make sure the Target Languages are popualted and active.

Message Locator

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Translation Definitions with a Type set to Message Locator will be used to fully populate the standard Message [sys_ui_message] table.

Message tags are located in UI Pages, UI Macros, Service Portal Widgets, and other places. In the code, they look like gs.getMessage("message here") and ${message here}. See examples below.

Here is an example of one of the definitions that come standard.

Homepage: AI Translations Homepage

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Report Name	Description
Overall Translation Progress	Type: Pie; Group by: State Use: View the percentage of your instance that is translated.
Overall Translation Progress by Table	Type: Bar; Group by: Translation Definition.Table; Stack by: State Use: View the overall progress for each table you are translating.
Translation Progress - Excluding Existing Translations	Type: Pie; Group by: State; Filter: Translation Action != Existing Translation Use: Similar to Overall Translation Progress but ignores any existing translations already in your system so you can view just what this application is translating.
Translation Progress by Table - Excluding Existing Translations	Type: Bar; Group by: Translation Definition.Table; Stack by: State; Filter: Translation Action != Existing Translation Use: Similar to Overall Translation Progress by Table but ignores any existing translations already in your system so you can view just what this application is translating.
Translation Counts	Type: Pivot Table; Row: Translation Action; Column: Translation Definition.Table Use: View the number of records being translated on each table.
Translations Pending Approval	Type: List; Group by: Translation Definition.Table; Filter: State = Awaiting Approval Use: See all the translations awaiting approval and who they are waiting on.
Characters Translated by Translation Service	Type: Trend; Group by: Translation Definition.Type; Trend by: Translated On; Per: Month Use: View the count of characters translated per month for the last 12 months broken out by Scheduled and On Demand Translations

Tables

Translation [x_271327_automated_translation]

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Field	Description
Characters Not Requiring Translation Service	Type: Integer Use: Count of characters translated without the use of the translation service.
Characters to Translate	Type: Integer Use: Count of characters left to be translated.
Characters Translated by Service	Type: Integer Use: Count of characters translated by the translation service.
Characters Used Prior Translation	Type: Integer Use: Count of characters that used saved translations.
Original Text	Type: String Use: Text that is to be translated
Original Text HTML	Type: HTML Use: HTML that is to be translated
Post-Translation Approval	Type: Reference Reference: Translation Approval [x_271327_automated_translation_approval] Use: Reference to the parent Translation Approval record for post-translation approvals.
Post-Translation Approved By	Type: Reference Reference: User [sys_user] Use: Reference to the user who approved this translation.
Pre-Translation Approval	Type: Reference: Translation Approval [x_271327_automated_translation_approval] Use: Reference to the parent Translation Approval record for pre-translation approvals.
Pre-Translation Approved By	Type: Reference Reference: User [sys_user] Use: Reference to the user who approved this to be translated.
Record	Type: Document ID Use: This is the record that is being translated.
Retranslation State	Type: Choice Choices: New, Complete Use: Will have a value if this is a retranslation of a record that has been previously translated. Triggered based on the 'Automatically re-translate upon update' option on a Translation Definition. New - New retranslation. Target record has not been updated yet. Complete - Target record has been updated with the translation.
Source Language	Type: Choice Choices: Pulled from the preferred_language field on the sys_user table. Use: The source language that the text will be translated from.
State	Type: Choice Choices: Pending Translation; Awaiting Approval; Translated Use: The overall state of this specific translation record. Pre-Translation Approval - Waiting on the Pre-Translation Approval's Users/Groups to approve. Pending Translation - Waiting on the scheduled translator to get to this record and translate it. Post-Translation Approval - Waiting on the Post-Translation Approval's Users/Groups to approve. Translated - We have a final translation.
Target Language	Type: Choice Choices: Pulled from the preferred_language field on the sys_user table. Use: The target language that the text will be translated to.
Total Characters	Type: Integer Use: Total character count of the text.
Total Words	Type: Integer Use: Total word count of the text.
Translated On	Type: Date Use: The date that the field was translated.
Translated Record	Type: Document ID Use: Reference to the translated record.
Translated Text	Type: String Use: Text that has been translated
Translated Text HTML	Type: HTML Use: HTML that has been translated
Translated Text Table	Type: Table Name Use: Name of the table that the translation is stored on.
Translation Action	Type: Choice Choices: Existing Translation, Translation Service, Used Prior Translation, Prior Translation Not Found, HTML Segmented, Error Use: Set when state changes to Translated. Existing Translation - Translation already exists in the system. Translation Service - Reached out to your specified translation service to obtain a translation. Used Prior Translation - Found a translation for that phrase in the system without needing to go to the translation service. Prior Translation Not Found - No matching saved translation found. Will reach out to acquire a translation from the translation service soon. HTML Segmented - HTML to be translated has been broken out into segments. Translation will occur on each segment individually. Error - The translation service did not respond. Will try again at the next scheduled run.
Translation Definition	Type: Reference Reference: Translation Definition [x_271327_automated_translation_definition] Use: The Translation Definition that was used to generate this Translation record. See Translation Definition table for additional details.
Translation Definition Field	Type: Reference Reference: Translation Definition Field [x_271327_automated_translation_definition_field] Use: The Translation Definition Field related to the Translation Definition that was used to generate this Translation record. See Translation Definition Field table for additional details.
Translation Definition Target	Type: Reference Reference: Translation Definition Target [x_271327_automated_translation_definition_target] Use: The Translation Definition Target related to the Translation Definition that was used to generate this Translation record. See Translation Definition Target table for additional details.
Translation Phase	Type: Choice Choices: Phase 1, Phase 2 Use: The application sort scheduled translations by source language, target language, and text in an attempt to speed up processing. If a translation record matches these elements of the previously processed record, we can use the same translation immediately. Phase 1 - This translation record does not match the source language, target language, and text of the prior translation record. Phase 2 - This translation record matches the source language, target language, and text of the prior translation record. Use the same translation without hitting the service again.
Translation Time	Type: Date/Time Use: The date/time that the field was translated.
Type	Type: Choice Choices: Text, HTML Use: This is set based on the field type of the field we are attempting to translate.
Words Not Requiring Translation Service	Type: Integer Use: Count of words translated without the use of the translation service.
Words to Translate	Type: Integer Use: Count of words left to be translated.
Words Translated by Service	Type: Integer Use: Count of words translated by the translation service.
Words Used Prior Translation	Type: Integer Use: Count of words that used saved translations.

Translation Segment [x_271327_automated_translation_segment]

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Field	Description
Characters	Type: Integer Use: Character count of the text.
Order	Type: Integer Use: Order in relation to other Translation Segments associated to its parent Translation record. Used to merge into the final Translated Text when translations are complete.
Original Image	Type: String Use: If Type=Image, this will be the image source pulled from the src attribute of the img element.
Original Text	Type: String Use: Text that is to be translated
State	Type: Choice Choices: Pending Translation; Translated; Translation Not Required Use: The overall state of this specific translation record. Pending Translation - Waiting on the scheduled translator to get to this record and translate it. Translated - We have a final translation. Translation Not Required - The text in this segment does not require any translation
Translated Image	Type: String Use: If Type=Image, this will be the translated image. If an image is attached to this record, this field will be automatically populated.
Translated Text	Type: String Use: Text that has been translated
Translation	Type: Reference Reference: Translation [x_271327_automated_translation] Use: Reference back to the Translation that this record is associated with.
Translation Action	Type: Choice Choices: Existing Translation; Translation Service; Used Prior Translation; Error Use: Set when state changes to Translated. Translation Service - Reached out to your specified translation service to obtain a translation. Used Prior Translation - Found a translation for that phrase in the system without needing to go to the translation service. Prior Translation Not Found - No matching saved translation found. Will reach out to acquire a translation from the translation service soon. Translation Not Required - Based on the Type, a translation may not be required for this segment. Custom Translation - Translation was added or modified during post-translation approval by the approver. Error - The translation service did not respond. Will try again at the next scheduled run.
Translation Phase	Type: Choice Choices: Phase 1, Phase 2 Use: The application sort scheduled translations by source language, target language, and text in an attempt to speed up processing. If a translation record matches these elements of the previously processed record, we can use the same translation immediately. Phase 1 - This translation record does not match the source language, target language, and text of the prior translation record. Phase 2 - This translation record matches the source language, target language, and text of the prior translation record. Use the same translation without hitting the service again.
Type	Type: Choice Choices: Text; Meta; Numbers and Characters only Use: This field determines if we need to actually translate the text or not. Text - This segment is text that we need to translate. Image - This segment is HTML of an IMG element. Meta - This is only HTML tags that do not need to be run through translation. Numbers and Characters only - This text is only numbers and special characters that we do not need to translate.
Words	Type: Integer Use: Word count of the text.

Translation Definition [x_271327_automated_translation_definition]

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Field	Description
Active	Type: True/False Use: Determines if this Translation Definition should be processed or ignored.
Automatically re-translate upon update	Type: True/False Use: Enable this option if you want to re-translate all related translated records when an update happens. Example: English knowledge article is updated; Automatically re-translate all child articles.
Condition	Type: Document ID Use: Under what condition should we process this Translation Definition. Ex. Only translate Knowledge Articles in a specific Knowledge Base.
Do not store translation	Type: True/False Use: Enable this option if you do not want to store translations in the Saved Translations table after they are acquired. Example: Do not save translations that occur on the HR Case table due to potential senstive information.
Language Field	Type: Field Name Use: The field on the Translation Definition Table which specifies what language this record is in.
Language Source	Type: Choice Choices: References the choices in the Language [preferred_language] field on the User [sys_user] table. Use: The source language that we are translating from.
Name	Type: String Use: Descriptor of this definition record. Generally similar to the table name being referenced.
Parent Field	Type: Field Name Use: If 'Yes' is selected for the Relate to Parent field, we need to specify what field to store the Parent in here.
Relate to Parent	Type: Choice Choices: Yes; No Use: Do we need to relate the translated document back to a parent document? Ex. Translated Knowledge Articles populating the 'Parent' field of an English article.
Table	Type: Table Name Use: The table we want this Translation Definition to process on.
Translation Target	Type: Choice Choices: Translation Definition Table; Translated Text Tables Use: Where the AI Translation application should store completed translations. Translation Definition Table - Store the translation in the same table defined in the 'Table' field on this record. Ex. new Knowledge Article per language Translated Text Tables - Store the translation in the out of the box localization tables seen under the 'System Localization' application.
Type	Type: Choice Choices: Scheduled Translation; On Demand Translation; Message Locator Use: Determines the type of definition Scheduled Translation - This definition will be processed based on your chosen schedule. See Scheduled Translations documentation for more details. On Demand Translation - This definition will be used when a user clicks on the 'Translate' action within a record on the table specified in this record. See On Demand Translations documentation for more details. External Translation - This definition will be used when attempting to acquire translations via REST/SOAP web services. Message Locator - This is used to find 'Message' tags within specific fields such as Service Portal Widgets and store them in the Message [sys_ui_message] table. A Scheduled Translation against the Message table will then translate those message tags. See Message Locator documentation for more details.

Translation Definition Field [x_271327_automated_translation_definition_field]

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Field	Description
Active	Type: True/False Use: Determines if this Translation Definition Field should be processed or ignored.
Display	Type: String Use: Displays the name of the field or 'Emails' based on the Type
Field	Type: Field Name Use: Specifies a field on the Translation Definition.Table that we want translated.
Field Type	Type: Choice Choices: Text, HTML Use: Type of field being translated. Simple text or an HTML field. Text - Field is a string. HTML - Field is an HTML field.
On Demand Default	Type: True/False Use: Determines if a field should be translated by default when a user is performing an On Demand translation. User has the option to check or uncheck fields as needed.
On Demand Order	Type: Integer Use: Order that fields will appear when users are translating a record On Demand
Translation Definition	Type: Reference Reference: Translation Definition [x_271327_automated_translation_definition] Use: Reference back to the Translation Definition that this record is associated with.
Type	Type: Choice Choices: Field, Emails Use: Specify what type of translation this is for. Field or email. Field - Translating a specific field. Emails - Translating emails related to the record.

Translation Definition Target [x_271327_automated_translation_definition_target]

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Field	Description
Action	Type: Choice Choices: Auto Approve; Requires Approval Use: Determines if we require an approval before processing any translations. Auto Approve - Automatically processes any translations without any approval required. Requires Pre-Translation Approval - Requires approval before acquiring translations Requires Post-Translation Approval - Requires approval processing the acquired translation
Active	Type: True/False Use: Determines if this Translation Definition Field should be processed or ignored.
Default Source Language	Type: True/False Use: Default value for the 'Source Language' on the On Demand translation form.
Default Target Language	Type: True/False Use: Default value for the 'Target Language' on the On Demand translation form.
Language Target	Type: Choice Choices: References the choices in the Language [preferred_language] field on the User [sys_user] table. Use: Specifies a language we want to translate all associated Translation Definition Fields.
On Demand Order	Type: Integer Use: Order that languages will appear when users are translating a record On Demand
Post-Translation Approval Groups	Type: List Reference: Group [sys_user_group] Use: List of groups that will be able to approve translations for this language against this Translation Definition.
Post-Translation Approval Users	Type: List Reference: User [sys_user] Use: List of users that will be able to approve translations for this language against this Translation Definition.
Pre-Translation Approval Groups	Type: List Reference: Group [sys_user_group] Use: List of groups that will be able to approve that translations be acquired for this language against this Translation Definition.
Pre-Translation Approval Users	Type: List Reference: User [sys_user] Use: List of users that will be able to approve that translations be acquired for this language against this Translation Definition.
Translation Definition	Type: Reference Reference: Translation Definition [x_271327_automated_translation_definition] Use: Reference back to the Translation Definition that this record is associated with.
Translation Service	Type: Choice Choices: Google, Microsoft, GeoFluent Use: Choose what translation service should be used to translate to this language.

Translation Definition Primary Key [x_271327_automated_translation_definition_primary_key]

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Field	Description
Field	Type: Field Name Use: Specifies a field as a primary key
Key Type	Type: Choice Choices: Match to current value; Match to 'Language Target'; Match to 'Record' Use: What are we matching this field against? Match to current value - Matches to the current value on the existing record that we are translating. Match to 'Language Target' - Matches to the 'Language Target' field on the Translation Definition Target table. Match to 'Record' - Matches to the sys_id of the 'Record' field on the Translation table.
Translation Definition	Type: Reference Reference: Translation Definition [x_271327_automated_translation_definition] Use: Reference back to the Translation Definition that this record is associated with.

Saved Translation [x_271327_automated_saved_translation]

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Field	Description
Characters	Type: Integer Use: Number of characters in the Original Text.
Language Source	Type: Choice Choices: Pulls choices from the preferred_language field on the sys_user table. Use: The language of the Original Text.
Language Target	Type: Choice Choices: Pulls choices from the preferred_language field on the sys_user table. Use: The language of the Translated Text.
Original Text	Type: String Use: The original text that is to be translated.
Translated Text	Type: String Use: The text that has been translated from the Original Text.
Translation Definition	Type: Reference Reference: Translation Definition [x_271327_automated_translation_definition] Use: Reference back to the Translation Definition that this record originated from.
Translation Definition Field	Type: Reference Reference: Translation Definition Field [x_271327_automated_translation_definition_field] Use: Reference back to the Translation Definition Field that this record originated from.
Type	Type: Choice Choices: Text, Image Use: Type of translation. Text or image. Text - Saved translation of text Image - Saved translation of an image

Translation Approval [x_271327_automated_translation_approval]

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Field	Description
Groups	Type: List Reference: Group [sys_user_group] Use: List of groups that can approve related translations.
Number	Type: String Use: Automatically generated translation number.
Remaining Characters	Type: Integer Use: Amount of characters left to translate.
Remaining Words	Type: Integer Use: Amount of words left to translate.
State	Type: Choice Choices: Awaiting Approval, Hold, Approved Use: Overall state of the Translation Approval parent record. Awaiting Approval - There are related Translation records awaiting approval. Hold - This record has been manually put on hold for a future date. Approved - All related Translation records ahve been approved.
Total Characters	Type: Integer Use: Total characters for all related Translation records.
Total Words	Type: Integer Use: Total words for all related Translation records.
Type	Type: Choice Choices: Pre-Translation Approval, Post-Translation Approval Use: Type of approvals required. Pre or Post Translation. Pre-Translation Approval - Related Translation records requrie approval before acquiring translations. Post-Translation Approval - Related Translation records require approval before processing acquired translations.
Users	Type: List Reference: User [sys_user] Use: List of users that can approve related translations.

External Translation [x_271327_automated_external_translation]

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Field	Description
HTML	Type: HTML Use: HTML to be translated.
Source	Type: String Use: Source of the external call. You will probably post with an application name here. Useful to report on usage per external application.
Source Language	Type: Choice Choices: Pulls choices from the preferred_language field on the sys_user table. Use: The language of the Text or HTML.
Target Language	Type: Choice Choices: Pulls choices from the preferred_language field on the sys_user table. Use: The language of the provided translation.
Text	Type: String Use: Text to be translated.
Translation	Type: Reference Reference: Translation [x_271327_automated_translation] Use: Reference to the Translation record used to acquire translations.
Type	Type: Choice Choices: Text, HTML Use: Type of text to be translated. Text or HTML.

Translation Exception [x_271327_automated_translation_exception]

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Field	Description
Active	Type: True/False Use: Determines if this Translation Exception should be processed or ignored.
Case Sensitive	Type: True/False Use: Determines if we need to match the 'Text' exactly or we can ignore its case.
Language Source	Type: Choice Choices: References the choices in the Language [preferred_language] field on the User [sys_user] table. Use: The source language that we are translating from.
Text	Type: String Use: Text that we have a translation exception against.
Type	Type: Choice Choices: Do Not Translate; Specific Translation Use: Specifies the type of exception we have. Do Not Translate - The translation service will be instructed not to translate this text. Useful for names of systems that should not be translated. Specific Translation - Allows you to specify exact translations in cases you believe the translation service will not provide what is required.

Translation Exception Language [x_271327_automated_translation_exception_language]

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Field	Description
Active	Type: True/False Use: Determines if this Translation Exception should be processed or ignored.
Language Target	Type: Choice Choices: References the choices in the Language [preferred_language] field on the User [sys_user] table. Use: The target language we are translating to.
Text	Type: String Use: Specify the translation that you want the system to always translate your required text to.
Translation Exception	Type: Reference Reference: Translation Exception [x_271327_automated_translation_exception] Use: Reference back to the Translation Exception that this record is associated with.

Translation Set [x_271327_automated_translation_set]

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Field	Description
State	Type: Choice Choices: New, In Progress, Complete Use: State of the translation set. New - New Translation Set. Updates will not be tracked in this record. In Progress - Updates will be tracked in the related Update Set. Complete - Updates will no longer be tracked in the related Update Set.
Update Set	Type: Reference Reference: Translation Exception [x_271327_automated_translation_exception] Use:

Properties

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System Property	Description
x_271327_automated.automated_translation.service	Default translation service used to perform your translations.
x_271327_automated.restrict_translated_instance	If you want to restrict scheduled translations to a single instance, populate the instance name here. Useful if you want to translate your production instance and not sub-prod instances.
x_271327_automated.automated_translation.google.api_key	Google Translate API Key
x_271327_automated.automated_translation.microsoft.api_key	Microsoft Translate API Key
x_271327_automated.automated_translation.sleep	Delay between each translation when processing scheduled translations. (in milliseconds) (0 = no delay)
x_271327_automated.disable_translations	Enable this to disable the application from reaching out to your translation service to acquire translations. Useful for your initial run where you want to get a count of characters/words that will be translated before sending them to the service.
x_271327_automated.do_not_utilize_prior_translations	Enable this to disable the application from checking for past translations before reaching out to your translation service.
x_271327_automated.automated_translation.data_to_translate	Default value for the question "What data do you want to translate?" for On Demand translations.
x_271327_automated.automated_translation.where_to_display_translation	Default value for the question "Where to display the translation?" for On Demand translations.
x_271327_automated.automated_translation.email_cutoff	Do not translate emails past this phrase. Useful to stop translating automated replies from the system.
x_271327_automated.enable_logging	Enable logging for the AI Translation application.
x_271327_automated.enable_logging.service	Log every call to the translation service
x_271327_automated.automated_translation.last_scheduled_run_time	Last time the scheduled translation definitions were processed (clear to perform a full scan on next schedule run)

AI Translations

Overview

Modules

Tables