'Contact:' label remains in English in Initial Activity Log in Localized Environments

Products

• CA Service Management - Service Desk Manager
• CA Service Desk Manager

Issue/Introduction

In CA Service Desk Manager (SDM) localized environments (i.e. Portuguese Brazilian (PT-BR)), when a ticket is created via the Employee Self-Service interface, the 'Initial Activity Log' entry displays the "Contact:" label in English, even though other field labels are correctly localized.

Environment

CA Service Desk Manager 17.4.x and 17.5

Cause

The issue is caused by a duplicate string entry in the CA Service Desk Manager (SDM) message catalog.

Resolution

A permanent fix is scheduled to be included in the upcoming 17.4 RU6 (Q4 2026 - subject to change) and 17.5 RU1 (Q1 2027 - subject to change) cumulative patches. 

Workaround

To resolve the display issue, perform the following steps:

1.  Navigate to NX_ROOT\bin and locate the file `pdm.xml`.

2.  Navigate to NX_ROOT\site\mods\. Create a new folder named `msg_catalog` if it does not already exist.

3.  Copy `pdm.xml` from NX_ROOT\bin to NX_ROOT\site\mods\msg_catalog.

4.  Open NX_ROOT\site\mods\msg_catalog\pdm.xml using a text editor (e.g., Notepad++).

5.  Search for the string "Contact:" near **line 4094** (typically under a commented section). Delete this duplicate entry. Ensure the original localized string entry (near line 651) remains intact.

6.  Recycle the Service Desk Manager services for the changes to take effect.

7. Clear web browser cache