Respond to Questions from Linguists
This article is for Account Owners and Project Managers.
Issues are a way for users working on a translation workflow to communicate with other users about the original source content and translations. For example, a Translator might create an issue to ask a question about terminology in a particular string. By using Issues, you can record any communication about a string, and this can be seen by anyone working on it.
Issues streamline the translation workflow. Translators get answers to their questions about the original content so they can translate it quickly and correctly. Translation resources can review and provide feedback about translations collaboratively. Issues can be created, commented on, and resolved.
View Open Questions
Within a Project
- Go to Content > Translations > In Progress (Select a language). The number of open issues will be displayed in the upper right corner of the screen.
- Click Translation issues or Source issues to filter on strings with open issues.
At times, issues may not be closed before they reach the Published state. If you want to view all open issues on your project, use the Workflow filter in the In Progress queue to include Published content in your view.
Across your Account
See the Issues Report and Manage Issues articles to view all issues across your account.
Reply to a Question or Comment
If notifications are enabled, you'll receive an email when an issue is opened or commented on. Click the link in the email to go directly to the open issue where you can add a comment and/or close the issue if your question is answered.
Strings that are flagged with issues will have a red vertical bar on the left side of the string. To view and respond to an issue:
- Go to Content > Translations > In Progress (select a language). The number of open issues will be displayed in the upper right corner of the screen.
- Click on Translation issues or Source issues to filter on strings with open issues.
- Hover over a string and click View Issue.
- Click on the Issue text to expose the comment field.
- Enter your comment and click Comment to reply or Comment & Close to reply and close the ticket in one action.
Open an Issue
If you have a question for a linguist, it's best to reject content rather than just opening an issue. Rejecting content opens an issue, but also moves the content back into the linguist's view. If you open an issue on Published content, the linguist may be able to view the issue but will not necessarily be able to make changes to the translation.
Issues are automatically assigned a unique, sequential account-wide Issue ID Number. Users may refer to the issue number for convenience. Issue ID Numbers cannot be modified.
Though all issue participants can close an issue, we recommend that the user that opened an issue is the one to close the issue once their question has been answered.
- Question/Clarification: Question about the source content (e.g. what is a "Smart Inbox").
- Typo/Misspelling: Mistake in the source content (i.e. were vs. where).
- Review Translation: Translation requires rework.
- Doesn't Fit Space: Best translation does not fit the space allotted in the asset design.
- Placeholder Issue: Placeholder balancing or ordering is incorrect.
- Poor Translation: Translation does not meet tone, brand, or quality guidelines.
Examples of issue subtypes (source/translation) include:
- Doesn't Fit Space
- Placeholder Issue
- Poor Translation
- Review Translation
Subtypes can be customized for the account. Contact your Customer Success Manager to request custom subtypes. They are specific to either source or translation type.
|Source String Issue||Translation Issue|
|Agency Account Owner||
|Translation Resource / Translation Resource Manager||
|Account Owner /
Any email address can be added as a watcher to receive notifications about an issue being opened, commented on, or closed.
Tips for Managing Issues
- Account Owners and Project Managers should respond to source string issues as fast as possible. When Translators open source string issues, there is a good chance they are not able to proceed with translation or don’t feel confident in creating a translation because they need resolution of their question. Having a source string issue is also a strong indication that there might be a problem with how the string was captured. For example, placeholders might be incorrect. It’s possible the string shouldn’t be translated at all, or needs to be recaptured with updated integration.
- At any time, Account Owners and Project Managers can view and manage all open issues for all their projects from the Account Dashboard.
- Anyone can close an issue, but it is often good practice to let the person who opened an issue close it, to make sure they are satisfied with the resolution.
- When closing a source string of type "Clarification", consider adding an instruction to the string with a full and clear explanation of the string.
- You can manage your e-mail notification preferences from the Project Notifications tab of your Smartling profile.
- Account Owners and Project Managers can keep track of issues in the Issues Report.
- We recommend that issues get resolved before the translation is published. We allow content to be published with open issues because most users don’t want to hold up their translation workflow, however, it’s good practice to resolve all issues so that the reports will accurately reflect your project’s current state. If needed, you can return translations for editing after they are published in order to address the issue. Alternatively, you can opt to use Smartling’s pre-publishing functionality, so you can begin serving translations immediately, but wait to resolve all issues before they are published.