Welcome to the Connector

• 1: Terminology
• 2: How the Connector Works with SAP Commerce
• 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 SAP Commerce, for example, supported business objects.
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 Connector uses keys to establish a secure, discrete connection between the Connector 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 Connector for SAP Commerce (“Connector”)	The connector software that a Lionbridge company, has developed and provides, which plugs into your SAP Commerce installation to provide connectivity to our hosted Platform. In this document it is referred to as the Connector. This is the software you are installing and configuring as you work through this document.
MT	Machine translation. The translation provider can be a machine translation service, such as Google Translate.
Producer	CMS or another system that sends content or documents out for translation. In this case, this is SAP Commerce.
Provider	A provider of translation services. The delivery of assets to the provider may be via an FTP server or a TMS connector.
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 Connector Works with SAP Commerce

The Lionbridge Connector (“Connector”) is an important part of the Lionbridge Content API translation solution.

The Connector is installed on your system as an add-in to SAP Commerce. Its functionality is displayed to the users as part of SAP Commerce.

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 Connector team works with you and your translation providers to ensure your connector sends and receives content properly to and from your translation provider via Lionbridge Content API.

3 - Using this Guide

Purpose of this guide

This guide describes everything you need to know to install and configure the Lionbridge Connector (“Connector”) for SAP Commerce. It describes the delivery package contents, system requirements, installation instructions, and configuration procedures.

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

Who should use this guide

This guide is intended for SAP Commerce administrators and system integrators.

What you should already know

This document assumes that your company already has an installed instance of SAP Commerce. It assumes that you have a strong working knowledge of SAP Commerce and its features.

How to find out more about the Lionbridge Connector for SAP Commerce

For information on using the Lionbridge Connector to send and receive content for translation from SAP Commerce, read the Lionbridge Connector for SAP Commerce 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 Translation > Translate Asset.”

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.