Install, Configure, and Use Intento Translation Portal for ServiceNow

Intento Translation Portal adds on-demand translation of text and files to the ServiceNow Service Portal. Employees paste text or upload a file, pick one or more target languages, and download the result. Administrators control which languages, translation providers, and routings employees can use, and review all translation activity in a standard ServiceNow list view.

It is the third Intento app in the ServiceNow Store. Intento Translator translates Service Portal pages, Intento Language Hub translates knowledge articles, chats, and forms through Dynamic Translation, and the Translation Portal covers ad-hoc translation of text and files. All three run on Intento Language Hub, with access to 50+ machine translation and generative AI providers and 650+ languages.

This guide covers:

Before You Install
Install the Application
Connect to Intento
Assign Roles
Restrict Languages, Providers, and Routings (optional)
Add the Portal to a Service Portal Page
Interface Language
Translate Text
Translate Files
Translation History and Audit
Troubleshooting
Uninstall

Before You Install

Make sure you have the following:

A ServiceNow instance on the Zurich or Australia release, with Service Portal and Flow Designer active (both are active by default). No additional plugins are required.
An account with the admin role on the instance.
An active Intento Language Hub subscription and an Intento API key. To get one, contact sales@inten.to or your Customer Success Manager.
Outbound HTTPS (port 443) from your instance to https://api.inten.to. If your contract uses the EU data centre or a dedicated deployment, Intento provides the endpoint URL to use instead. No inbound connections and no MID Server are required.

The application does not modify or extend any out-of-the-box ServiceNow tables. It creates its own scoped table for translation history and stores translated files as standard attachment records.

Install the Application

Open the Intento Translation Portal listing in the ServiceNow Store and request the application for your instance.
In your instance, select All from the top menu and go to System Applications → All Available Applications → All.
Search for Intento Translation Portal and click Install.
When the installation completes, confirm the application appears in the Application Picker under the scope x_int67_intento_tp.

Connect to Intento

The API key and base URL are stored through the standard ServiceNow Connection & Credential framework. The application ships with the alias record already defined; you add a connection and a credential to it.

Go to Connections & Credentials → Connection & Credential Aliases.
Open the alias Intento Translation Portal Alias (x_int67_intento_tp.Intento_Translation_Portal_Alias).
In the Connections related list, click New and fill in:
1. Name: Intento Translation Portal Connection
2. Connection alias: Intento Translation Portal Alias
3. Connection URL: https://api.inten.to (or the endpoint URL Intento provided for your deployment)
Click Submit.
In the Credentials related list of the same alias, click New → API Key Credentials and fill in:
1. Name: Intento Translation Portal Credential
2. Credential alias: Intento Translation Portal Alias
3. API Key: the key you received from Intento
Click Submit.
Confirm both records appear under the alias and the alias is Active.

How the key is protected. The application reads the API key only inside a Flow Designer subflow (Intento API Call) that runs as the System user. No widget, client script, or Script Include ever handles the raw key, and employees need no elevated system roles to translate. The subflow ships with the application; there is nothing to set up in Flow Designer.

Assign Roles

The application adds two roles in its scope:

Role	Who gets it	What it allows
`x_int67_intento_tp.user`	Employees who translate	Use the Translation Portal widget; view, restore, download, and delete their own translation history
`x_int67_intento_tp.admin`	Administrators	Everything in `user`, plus the Advanced Configuration widget, the application menu modules, and organization-wide Translation History

Go to User Administration → Users (or assign the roles to a group under User Administration → Groups).
Open the user or group, and in the Roles related list add x_int67_intento_tp.user. Add x_int67_intento_tp.admin for administrators.
Save.

No other system roles (such as connection_admin) are needed.

Restrict Languages, Providers, and Routings (optional)

By default, employees can pick any language, provider, or routing that your Intento account exposes. A provider is a machine translation or generative AI service (Google, DeepL, Microsoft, OpenAI, and others). A routing is a translation configuration set up in Intento Language Hub: the provider choice for each language pair, plus the glossaries, tone-of-voice rules, and other requirements configured there. To limit what employees see, set allow or block lists.

The quickest way is the Advanced Configuration widget: go to Intento Translation Portal → Advanced Configuration in the application menu. It reads and writes the system properties below. You can also edit them directly under System Properties → All Properties, filtering on the category intento_tp_config.

Property	Default	Description
`x_int67_intento_tp.allow_auto_detect`	`false`	Enable source-language auto-detection. Off by default so that employees choose the source language explicitly.
`x_int67_intento_tp.language_access_mode`	empty	`allow`, `block`, or empty (no filter)
`x_int67_intento_tp.language_codes`	empty	Comma-separated language codes, for example `en,fr,de,es`
`x_int67_intento_tp.provider_access_mode`	empty	`allow`, `block`, or empty
`x_int67_intento_tp.provider_codes`	empty	Comma-separated provider IDs, for example `ai.text.translate.google.translate_api.v3`
`x_int67_intento_tp.routing_access_mode`	empty	`allow`, `block`, or empty
`x_int67_intento_tp.routing_codes`	empty	Comma-separated routing names

Changes apply the next time an employee loads the portal page.

If an access mode is set to allow and the matching code list is empty, employees see an empty list. Either fill in the codes or clear the access mode.

Add the Portal to a Service Portal Page

The application ships with two ready-made pages:

translation_portal — the employee-facing page with the Translation Portal widget, available at https://<instance>.service-now.com/sp?id=translation_portal
intento_translation_portal_configuration — the administrator page with the Advanced Configuration widget

To place the widget in one of your existing portals (for example, Employee Center):

Go to Service Portal → Service Portal Configuration → Pages.
Open the page where the widget should appear, or create a new page.
Drag the Translation Portal widget onto the container you want.
Save the page and open the portal URL to verify it loads.

The portal is also linked from the application menu, which has five modules: Translation Portal, Translation History, Privacy Policy, Advanced Configuration, and Contact Support.

Interface Language

The portal interface is available in ten languages: English, Chinese, Spanish, Arabic, Portuguese, French, Japanese, German, Russian, and Korean. It follows the language set in the user's ServiceNow profile. To open the portal in a specific language regardless of the profile, append &sysparm_language=<code> to the portal URL, for example /sp?id=translation_portal&sysparm_language=ja.

The interface language is separate from the translation languages: translation itself covers 650+ languages.

Translate Text

Open the Translation Portal page. The source and target language lists load within a few seconds.
On the Text tab, type or paste the text into the source pane.
Select the source language (or leave it on auto-detect if your administrator enabled it) and the target language. If your administrator exposed several providers or routings, pick one; otherwise the default applies.
Click Translate, or press Ctrl+Enter (Cmd+Enter on Mac).
The translation appears in the target pane, usually within a few seconds. Use the copy control to copy it. The translation is saved to your history.

Translate Files

Supported formats:

Type	Formats	Output
Documents	DOCX, XLSX, PPTX	Same format as the source
Text and markup	TXT, HTML, XML, XLIFF	Same format as the source
Scans and photos	BMP, JPG, JPEG, PNG	DOCX with the translated text

The maximum file size is 25 MB.

Open the File tab.
Drag a file into the upload area or use the file picker. The file is queued, so it survives a page reload.
Select one or more target languages.
Click Translate. Progress is shown per language.
Download each translated file individually, or click the ZIP download to get all target languages in one archive. Each translated file is also saved to your history.

The ZIP archive is assembled in the browser. No file leaves ServiceNow other than for the translation request itself.

Translation History and Audit

For employees. The History tab lists your past text and file translations. You can restore a text translation into the editor, copy it, download a translated file, select several files and download them as a ZIP, or delete an entry. Each user sees only their own history.

For administrators. Intento Translation Portal → Translation History opens the history table (x_int67_intento_tp_translation_portal) as a standard ServiceNow list view for the whole organization. Filter, sort, group, and export it like any other list. Each record shows:

who requested the translation and when (standard created-by and created-on fields)
source and target language
provider used
character count
start time, end time, and processing time
status (queued, in progress, completed, failed) and the error message if any
the Intento operation ID, which Intento support can use to trace a request

Source and translated text are stored on the record; translated files are stored as attachments to it. Retention follows your instance's policies for the table and for attachments.

Troubleshooting

The widget shows "Configuration Required" or a connection error. Check the alias x_int67_intento_tp.Intento_Translation_Portal_Alias: the Connection record points to https://api.inten.to (or your deployment URL), the Credential record contains a valid API key, both are linked to the alias, and the alias is Active.
Translation fails with HTTP 401 or 403. The API key is invalid or the subscription has expired. Contact Intento support to verify the key, then update the credential.
The language, provider, or routing list is empty. Check the connection (item 1). Then check the access-mode properties: an allow mode with an empty code list produces an empty list by design.
A file is rejected. Check the format against the table above and keep files under 25 MB. Split large documents if needed.
A translation does not finish. Check status.inten.to, then look at System Logs → Application Logs filtered by source x_int67_intento_tp. The log entries include the Intento operation ID.
An employee's history is empty although they translated. History is filtered by the account that created the records. Confirm the employee is signed in with the same account. Administrators see all records in the Translation History list.
Permission errors. Confirm the user has x_int67_intento_tp.user (or x_int67_intento_tp.admin).

If the problem persists, contact support@inten.to with the operation ID from the log or the history record.

Uninstall

The standard uninstall (System Applications → All Available Applications → Intento Translation Portal → Uninstall) removes all components in the application scope. Translated files stored as attachments are not removed automatically by ServiceNow when a scoped table is dropped. To clean them up first, run the pre-uninstall Background Script from the Installation Guide attached to the Store listing, then uninstall with "Retain tables and data" unchecked.

Support

Intento supports the application directly: support@inten.to or help.inten.to. Response and resolution times follow your Intento contract. You can also contact your Customer Success Manager.