Welcome to the Lionbridge App

• 1: Terminology
• 2: How the Lionbridge App Works with Oracle Eloqua
• 3: Using this Guide
• 4: How to Contact Lionbridge Connector Support
• 4.1: Submitting a Support Ticket
• 4.2: Information to Include in a Support Ticket
• 4.3: Viewing and Updating Your Support Ticket in Zendesk
• 4.4: Signing Up for a Zendesk Account for Lionbridge Connectors
• 4.5: Getting a Zendesk Password if You Previously Emailed Lionbridge Connectors

1 - Terminology

Asset	A content item that you manage using Eloqua, for example, articles, product descriptions, advertisements, photos, and video clips. Assets are instances of asset types.
Asset type	An object that you use to create assets of that type. An asset type is represented by a content entry form, where the set of fields define the type of content you will provide. For example, an Article asset type may have fields “Headline,” “Abstract,” “Author,” “Post Date,” and “Body,” which are the content that composes the article.
CloudBroker	Lionbridge’s server application for hosting the Lionbridge App for Oracle Eloqua. As a SaaS (Software as a Service), Eloqua does not support installing the Lionbridge App or any other external applications on its server. Therefore, the Lionbridge App is hosted on the Lionbridge CloudBroker server.
Freeway	The name of the Lionbridge translation portal for submitting content to and retrieving content from the Lionbridge translation provider.
FTP Server	File Transfer Protocol (FTP) is a standard network protocol used to transfer files from one host to another host over a TCP-based network, such as the Internet. Translation providers may receive and send files for translation using an FTP server.
Keys	The Lionbridge App uses keys to establish a secure, discrete connection between the app instance and the Platform. Very important: Do not copy the CMS address keys to multiple instances, because this is a violation of the License Agreement. Using the same CMS address keys on multiple instances will cause the Lionbridge App or Connector to behave unexpectedly, which can result in lost translation content, orphaned projects, and inaccurate translation status reports. The Lionbridge Connector team will support technical issues caused by duplicating or incorrectly installing CMS address keys only on a time and materials basis.
Lionbridge	The publisher of the Freeway translation portal and a translation provider. Users connect to the Freeway translation portal to submit content to and retrieve content from the Lionbridge translation provider.
Lionbridge App for Oracle Eloqua (App)	The software that Lionbridge has developed and provides, which plugs into your Eloqua environment to provide connectivity to CloudBroker and our hosted Platform. In this document it is referred to as the Lionbridge App. This is the software you set up as you work through this guide.
MT	Machine translation. The translation provider can be a machine translation service, such as Google Translate.
Producer	CMS or another content system that sends content or documents out for translation. In this case, this is Eloqua.
Provider	A provider of translation services. The delivery of assets to the provider may be via an FTP server or a TMS connector.
SDL TMS	SDL Translation Management System™ is a global information management application.
Site	A site is your company’s implementation of the Lionbridge App for Oracle Eloqua.
Support Asset	Supporting documents and their metadata.  Support assets are not translated by the translation provider, but they provide helpful context for the translator.
TMS	Translation management system that the translation provider uses.

2 - How the Lionbridge App Works with Oracle Eloqua

The Lionbridge App is an important part of the Lionbridge translation solution.

The Lionbridge App is registered as an app within Oracle Eloqua. Its functionality is displayed to the users as part of Oracle Eloqua.

As a SaaS (Software as a Service), Oracle Eloqua does not support installing the Lionbridge App or any other external applications on its server. Therefore, the Lionbridge App is hosted on the Lionbridge CloudBroker server.

Your translation systems architecture might look like the configuration above. It may have additional content producers or translation providers, but the core concepts remain the same.

During implementation, the Lionbridge Connectors team works with you and your translation providers to configure and test the other elements of your translation solution, which are the connections to your translation providers' systems.

3 - Using this Guide

Purpose of this guide

This guide describes everything you need to know to set up the Lionbridge App for Oracle Eloqua (Lionbridge App). It describes how to register the Lionbridge App in Oracle Eloqua, and how to set it up in CloudBroker.

Recommendation: Review the user guide to fully understand the powerful features of the Lionbridge App.

Who should use this guide

This guide is intended for Eloqua administrators or system integrators.

What your company setup should be

This document assumes that:

• Your company is already using Oracle Eloqua.
• The Lionbridge Connector Team has set up CloudBroker for your company to use the Lionbridge App to send out content for translation from Oracle Eloqua.
• The Lionbridge Connector Team has set up the Content API to send content to your translation providers.

What you should already know

This document assumes that:

• You have a strong working knowledge of Oracle Eloqua and its features.
• You are familiar with your company’s translation process and requirements.
• You have valid user credentials to log into Oracle Eloqua.
• You have valid user credentials to log into the AppCloud Developer section of Oracle Eloqua.
• You have valid user credentials to log into CloudBroker as a site administrator.

How to find out more about the Lionbridge App for Oracle Eloqua

For information on using the Lionbridge App for Oracle Eloqua to send and receive content for translation, read the Lionbridge App for Oracle Eloqua User Guide.

Documentation conventions

This guide uses the following conventions:

Convention	Description
Bold	Highlights screen elements such as buttons, menu items, and fields.
Courier	Highlights input, file names, and paths.
Italics	Highlights terms for emphasis, variables, or document titles.
>	Indicates a menu choice. For example, “Select Assets > Landing Pages.”

4 - How to Contact Lionbridge Connector Support

Email @: connectors@lionbridge.com You can submit a support ticket either:

• by email

• from the Lionbridge Connector Zendesk page, using your web browser: https://connectors.zendesk.com/

4.1 - Submitting a Support Ticket

1. Do one of the following:

   • Email connectors@lionbridge.com, and cc (carbon copy) anyone to include in the ticket correspondence.

Important: Include the information and attachments in your email that are listed in the sub-sections below.

• Create a ticket in Zendesk:

  • a. Open the Lionbridge Connector Zendesk page in your browser: https://connectors.zendesk.com.

  • b. Sign in to Zendesk.

    Note: If you do not have sign-in credentials yet, then click either Sign up or Get a password, and follow the onscreen instructions.

    Important: Include the information and attachments that are listed in the sub-sections below.

  • c. Click Submit a request.

  • d. In the CCs field, add anyone to include in the ticket correspondence.

  Zendesk automatically creates a ticket and responds to everyone included in the cc field.

2. Everyone in the original cc receives updates unless they request to be removed from the ticket.

Important: Check your email spam folder (especially first-time Zendesk users) as sometimes email notifications from Zendesk are marked as spam.

When the issue is resolved, Lionbridge closes the ticket.

4.2 - Information to Include in a Support Ticket

• client name
• CMS or content system name and version
• Connector or App version installed
• name of job for which the issue occurs
• date of job submission
• detailed description of the issue
• any error text–copy and paste, if applicable

Files to attach to the support ticket:

• CMS log files for the date the issue occurred
• Connector or App log files for the date the issue occurred
• screen capture of the issue

4.3 - Viewing and Updating Your Support Ticket in Zendesk

Important: You must log into Zendesk to view your support tickets there.

1. Open the Lionbridge Connector Zendesk page in your browser: https://connectors.zendesk.com.

2. Enter your credentials, and click Sign in.

Note: If you do not have sign-in credentials yet, then click either Sign up or Get a password, and follow the onscreen instructions.

3. After signing in, click My activities to view the tickets you opened or where you are cc’d.

4. To update tickets, you can reply or attach files.

For more information, refer to “Submitting and tracking support requests” in Zendesk’s Help Center guide for end-users, at: https://support.zendesk.com/hc/en-us/articles/203664386-Help-Center-guide-for-agents-and-end-users.

Important: Zendesk refers to a support ticket as a support request. These terms are interchangeable.

4.4 - Signing Up for a Zendesk Account for Lionbridge Connectors

You can create a new Zendesk account for Lionbridge Connectors.

Note: If you have previously emailed Lionbridge Connectors Support at connectors@lionbridge.com to create a support ticket, you can get a password for your email account. For detailed instructions, see “How to Get a Password if You Have Previously Emailed Lionbridge Connectors.”

To sign up for a Zendesk account:

1. Open the Lionbridge Connector Zendesk page in your browser: https://connectors.zendesk.com.

2. Click Sign up link.

The Sign up page opens.

3. Enter your name and email address, and select I’m not a robot check box.

4. Click Sign up.

   The Sign-up complete page opens. You will receive a verification email shortly with a verification link that enables you to sign in. If you do not receive an email within a few minutes, please check your junk or spam folder.

5. Click the link in the verification email to create a password and sign into Zendesk.

4.5 - Getting a Zendesk Password if You Previously Emailed Lionbridge Connectors

If you have previously emailed Lionbridge Connectors Support at connectors@lionbridge.com to create a support ticket, you can get a password for your email account.

To get a password:

1. Open the Lionbridge Connector Zendesk page in your browser: https://connectors.zendesk.com.

2. Click the Get a password link.

The Please set me up with a new password page opens.

3. Enter the email address from which you emailed Lionbridge Connectors Support (connectors@lionbridge.com).

4. Click Submit.

   Zendesk sends you an email with instructions for creating your password.

5. Follow the instructions in the email from Zendesk to create your password.

You can now sign in to Zendesk to create, view and update your support tickets.