Re: New Norwegian Translation for OTRS 3.0.4

Hi Lars,

Consistency is a problem in OTRS translations, but I think we all strive to be as consistent as possible.

Regarding agent / owner, I think you need to make a clear distinction here. An Agent is a person who *can* work on the ticket, an owner is a person who *does* work on the ticket.

In my experience it can be confusing for new users of OTRS to grasp the lock/unlock thing (more on that in a moment), and couple that to the fact that a ticket can have no owner but still have an agent listed (the last person who worked on it), you really need to be clear in your translation so that "owner" is different from "agent".

The lock/unlock terminology makes sense in a programming environment, but when it comes to people working with OTRS it becomes confusing. Why is my tickets stored in "locked tickets"? Why would I lock a ticket, if I want to work on it?

In the Danish translation I have translated these to the equivalents of "assign" and "unassign". "Locked tickets" is translated to "my tickets".

So a ticket can either be assigned to an agent (who then becomes owner) or unassigned.

If an agent sees an unassigned ticket, he can "take" it (can't think of a good English word right now, I used the Danish "træk") and then it becomes "assigned" to him. If that agent no longer wished to work on the ticket, he han "release" it into the "unassigned" ticket pool. Same functionality as with lock/unlock, but it makes much more sense.


Lars

-----Original Message-----
From: [email protected] [mailto:[email protected]] On Behalf Of Lars Erik Utsi Gullerud
Sent: Wednesday, December 29, 2010 8:01 AM
To: Internationalization mailing list of OTRS.org
Cc: Eirik Wulff
Subject: Re: [otrs-i18n] New Norwegian Translation for OTRS 3.0.4

On 28.12.2010 22:15, Eirik Wulff wrote:
> Hi,
>
> I have updated the nb_NO translation to work better with v3.0.4. The 
> new file is not complete, there are some texts still missing, but the 
> customer interface and most of the agent interface seems to be complete.
>

I had recently started working on the same thing, however when looking 
at this I noticed the Norwegian translation have a few big 
inconsistencies that really ought to be cleared up, and hopefully this 
list can help sort out a few of the issues (and you don't have to be 
Norwegian for this, so don't stop reading. :)

There are several minor nits, however the big one I'd like some feedback 
on is the use of the norwegian word "Saksbehandler" as a translation for 
both Agent and Owner in several places. First of all, the use of the 
word "saksbehandler" at all is questionable. For the non-norwegians: The 
word itself literally translates to "case worker" but it is most 
commonly used in the meaning of staff one level up from common clerical 
staff, i.e. people who normally work on issues/cases independently. I 
believe the closest English word would be something like "officer" (e.g. 
"account officer", "case officer", "executive officer" and similar 
uses). I'm sure this is probably an appropriate word for certain users 
of OTRS, however it is a less generic term than the English original and 
is a word that is rarely used in e.g. IT companies or for support staff, 
which I suspect are major users of OTRS.

Also, the translations are inconsistent - Agent is sometimes translated 
as Saksbehandler, other times as Agent, and likewise Owner is sometimes 
translated to Saksbehandler and other times as Eier. It seems 
"Saksbehandler" is used a lot in the early translations while the others 
are added later.

I believe we should try to select one terminology and consistently apply 
that to the translation file where appropriate - be it "Saksbehandler" 
or "Agent/Eier", at least it should be the same. Any thoughts on the 
choice of words?

I have translated a few texts that is not in Eiriks version, as well as 
cleared up some other minor inconsistencies, if we can agree on the 
issue above I can send an updated version shortly with the additions and 
corrections made.

Regards,
Lars Erik

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