Re: New Norwegian Translation for OTRS 3.0.4

On 29.12.2010 12:21, Eirik Wulff wrote:
> Hello,
>
> I like this initiative! I agree that the translation should be consistent whenever possible, and there are certainly some problems with the terminology used in the translation files. Agent and Owner should not be intermixed, I do apologise if I have done so in the file.
>
> I don't have any problems with using "Saksbehandler" as translation for 'Agent', and find it pretty much correct. Agents in OTRS work with tickets. A ticket thread represents a customer case, which the agent processes. In this scenario, the Agent works as a "Saksbehandler". To translate this term back to "case officer" will be a it misleading, but yes, it's probably the best match. The objection to the use of this word could be that OTRS uses a more wide term on purpose, and that the best translation of "Agent" is "Agent", which pretty much means the same in Norwegian as in English.
>
> My observation is that IT support staff in Norway seem to use the title "Supportmedarbeider" or some direct English titles. This could lead to the translation "Agent" = "Medarbeider" or "Ansatt", which translates back into "co-worker" or "employee". Not a very good choice of word, I think.
>
> In my opinion, the term "Saksbehandler" serves best for OTRS. It will cover most aspects of use: HelpDesk, IT support, IT development, government services and so on. But if the community think it is best for OTRS to use "Agent", we should do so.

Well, I have two primary objections to the use of the word 
"Saksbehandler". The first is as I wrote in my first mail, it is a term 
mostly used in areas that fall outside many of the users of OTRS, while 
"Agent" is a more generic term. But this of course is only my subjective 
opinion...

The other objection is that it makes the distinction between Agent and 
Owner more blurry. Even if one removes the inconsistent translations 
(i.e. if all the instances of "Owner" are changed to "Eier" so only 
"Agent" remains as "Saksbehandler"), the word itself makes the 
distinction unclear. As Lars Jørgensen recently pointed out in his mail, 
an "Agent" is anyone who CAN be assigned a ticket, while an "Owner" is 
the one who actually has it assigned...  "Saksbehandler" is a term that 
can easily be interpreted as "the person responsible for this ticket" 
(i.e. the Owner - which is probably why it also appears as a translation 
for Owner in several text strings), because the word is often used in 
that meaning.

Regardless, the most important thing I guess is to create consistency. 
As a minimum, all instances of "Owner" should be updated to "Eier". This 
one is pretty straightforward, and I guess there are no objections to 
this item. Second, all instances of "Agent" should be updated to EITHER 
"Agent" or "Saksbehandler", because right now both are in use. Here 
there needs to be some community agreement on which term is the most 
correct - particularly since they are currently BOTH used in the 
existing translation file. So other opinions on this are very much 
welcome. :)

Regards,
Lars Erik
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