Setting up service desk

Idiom Frequently asked questions

setting up service desk?

WorldServer Service Desk is a Web application for business users and other content owners to submit documents to be translated, monitor their progress, and download translated documents, without the need to know how to use WorldServer itself.
This chapter describes how to set up Service Desk for use within your own organization. It describes these high-level steps:

  • Obtain and install a Service Desk license.
  • Create source and target folders.
  • Create locales.
  • Create a linkage.
  • Create users.
  • Create vendors.
  • Create a cost model.
  • Create a workflow.
  • Add content categories.
  • Set up default workflows.
  • Optional: Customize Service Desk.

Acquiring and Installing a License
Idiom WorldServer Service Desk requires a license. To install it:

  • Ask Idiom Technical Support for a Service Desk license key.
  • In WorldServer, go to Management > Administration > Licenses.
  • Click Add to add your license key.
  • Enter the license key you received and click Save.

Creating Source and Target Folders
In this section, you create folders accessible to WorldServer. These folders will contain source content and target content.
We recommend that you organize the folder hierarchy as follows:
AIS mount\locale\document-type

  • AIS mount is the point of connection between WorldServer and the content you are working with.
  • Locale indicates the language, sometimes combined with a country.
  • Document-types are distinguished by different workflows. (If you have only one workflow, then you need just one document-type.)

Idiom recommends this organization because locales require configuration and setup, but the settings you establish are inherited at lower levels in the file hierarchy. It is also valid to organize with document-type at a higher level of the hierarchy, but doing so requires much more work when you add a new locale.
As an example, say that your project requires languages English, German, and Spanish. In addition, you have workflows for two document-types, Marketing and Sales. We recommend that you organize folders as follows, where the first level is the AIS mount:

We recommend that you design your own file hierarchy now and refer to it as you work through the steps in the next few sections.

Establishing a Mount

  • Decide which mount you want to use, or create one:
    In WorldServer, go to Management > Asset Interface System > AIS Mounts.
  • Browse through the mounts that already exist. If the one you want to use exists, note its name and proceed to Adding Folders.
  • Note: Service Desk supports the File System mount type only.
  • Otherwise, ensure that the mount point you want to create exists on the disk (or create the folder now).
  • Create a new mount by clicking Add.
  • In the Name field, provide a name that you will remember (example, MyServiceDesk).
  • From the Type list, select File System.
  • In the Directory Path field, enter the path for the mount point.
  • Click Save.

Adding Folders
To add folders:

  • In WorldServer, go to Explorer.
  • In the left pane, select the mount you established, for example, MyServiceDesk.
  • Click Assets > New.
  • In the Type area, select Filesystem directory.
  • Supply a name for the folder, for example, English.
    NOTE: You can use any human-readable name for the folders. We encourage you to use a consistent set of names, and a set of names that your users will understand.
  • Click OK.
  • Repeat this process, creating the folders you have designated for Service Desk.

Creating and Associating Locales
Use WorldServer to create locales and associate them with the folders you created earlier.
To create a locale:

  • In WorldServer, go to Management > Business Rule Linkage > Locales.
  • Either identify an existing locale that you want to use or create a new one.
  • Click Add, then select the Locale you want to use.
    WorldServer uses the Language value as the default name of this locale. Many WorldServer administrators replace the default value with a short name that combines the standard language and country codes, such as en_US for English (United States) or es_MX for Spanish (Mexico).
  • Either add users to the locale or return to this page later after you've created the users who should be members of this locale.

To associate locales to the folders you created earlier:

  • In WorldServer, go to Management > Asset Interface System > View and Change Properties.
  • In the list of attributes, select the Locale checkbox and click Show Columns to display a Locale column in the assets table.
  • In the table, in the Folders and Assets column, expand the folders by clicking on the plus sign (+) until you see the locale folders that you created.
  • On the row containing a locale folder, click Change.
  • On the Change Properties dialog box, in the Locale area, click Set value explicitly for this asset.
  • From the Value list, select the locale to associate with this folder.
  • Click OK.
  • Repeat this process for each locale-folder and locale.

Creating Linkage between Source and Target Locales and Folders
A linkage establishes a relationship between two locales. More specifically, a linkage associates a source locale with its target. For example, say that for your project, your source is in English and you are translating to German and Spanish. You need to create a linkage between English and German, and another between English and Spanish, as follows:

  • Go to Management > Business Rule Linkage > Linkage.
  • Click Launch Linkage Editor.
  • Expand the directory tree under Source Locale to find the folder associated with the source locale.
  • Expand the directory tree under Target Locale to find the folder associated with the target locale.
  • Under the toolbar, select the Source Locale and Target Locale from the two lists. For example, from the Source Locale list, select en_US. From the Target Locale list, select German. The appropriate folder under each locale type is highlighted (because you associated locales with folders in an earlier step).
  • Use your mouse to drag from the highlighted source folder to the highlighted target folder, for example from the English folder to the German folder. An arrow appears, linking the two folders.
  • Click File > Save.

Creating Users
Create Service Desk users. For example, create a user who does project management in Service Desk and WorldServer, and create nother user who submits files to be translated:

  • In WorldServer, go to Management > User Setup > User Types and click Project Manager.
  • On the Project Manager dialog box, near the bottom of the page, select Service Desk and click Save.
    This assigns Service Desk privileges to the Project Manager user type.
  • Go to Management > User Setup > Users.
  • Click Add and follow the prompts to create this new user, following these specific guidelines:
    For the project manager:
    • From the User Type list, select Project Manager.
    • From the Locales area, select all the locales in which the project manager will create projects.

    For the user who submits files:
    • From the User Type list, select Service Desk.
    • From the Locales area, select all the source and target locales with which the user will work.
  • Click Save.

Creating a Vendor (optional)
Decide which translation vendor you will use to estimate the cost of projects submitted by Service Desk users, or create a new one:

  • In WorldServer, go to Management > User Setup > Vendors.
  • Provide values for the vendor.
  • In the Users area, select the translator who works for this vendor and click the arrow to move the name into the Users in vendor list.
  • Click Save.

Creating a Cost Model (optional)
Create a cost model to automate the process of estimating the cost of translations:

  • In WorldServer, go to Management > Linguistic Tool Setup > Cost Model Setup > Cost Models.
  • Click Add.
  • In the Cost Model dialog box:
    • Supply a name.
    • In the Usage area, select Use for Service Desk Projects.
    • From the Source Locale list, select the language or locale in which your material is originally written.
    • (Optional) Select the vendor you are working with.
    • Fill in the cost per word for each type of segment match.
    • Click Save.

NOTE: You can create multiple cost models in WorldServer. Service Desk uses the cost model you most recently selected to use with Service Desk (the Use for Service Desk Projects option.) If you have not selected any cost model for use with Service Desk, your Service Desk users cannot estimate costs before submitting content to be translated.

Creating a Workflow
Work with someone who knows how to create workflows to create a workflow for each document-type you are working with. The basic steps are:

  • In WorldServer, go to Management > Workflow > Workflows.
  • Click Add.
  • In the Workflow Editor, use the Insert menu or the toolbar to fill in the human and automatic steps, and the transitions linking them, between the Start symbol and the Finish symbol.
  • Ensure that you select a user for each human action and for the Auto Error action.
  • Click Workflow > Save.

Adding Content Categories
Content categories correlate to the document-type folders you created earlier. As an example, if you created folders for Sales and Marketing, you might want to create content categories for marketing materials and sales white papers. In this step, you create the document type for which you created folders earlier:

  • In WorldServer, go to Management > Asset Interface System > Content Categories.
  • Click Add Root Category.
  • In the Create Category dialog box:
    • Supply a human-readable category name, for example, Sales white papers.
    • From the Category Type list, choose Points to an AIS path.
    • In the Usage area, select Use in Service Desk.
    • In the AIS path field, exactly type the path to the AIS folder you will work in. In this example, you might type /MyServiceDesk/English/sales
      To find the path, go to Explorer.
    • Make sure the Linkage Aware checkbox is cleared.
    • Click OK.

Setting up Default Workflows
When you set up default workflows, you are associating the document types with the workflows. Proceed as follows:

  • In WorldServer, go to Management > Business Rule Linkage > Default Workflow Table.
  • In the Default Workflow Table, in the left column, navigate to the folder containing the source language, for example, English.
  • At the bottom of the page, select the checkboxes associated with the target locales, and then click Show Columns to display a column for each locale. In this example, check German and Spanish.
  • At the intersection of each source and target language, select the workflow to associate with that transformation. For example, on the English row, select one workflow from the list under German and select the same or another workflow from the list under Spanish.

Customizing Service Desk
You can change the appearance of Service Desk pages by modifying styles in the servicedesk.css file. If you are running WorldServer on Windows using the Tomcat server installed by Idiom, the file is in the following directory:
\Program Files\Idiom\WorldServer\tomcat\webapps\ws\servicedesk\
You can also replace the header graphics with a graphic of the same dimensions. If you are running WorldServer on Windows using the Tomcat server installed by Idiom, the graphics are in the following directory:
\Program Files\Idiom\WorldServer\tomcat\webapps\ws\images\servicedesk\
In this release, you cannot add text to Service Desk pages, nor can you add pages.