Entity Confirmation Message "We have [entity] as [node name] -- Can this be changed?

[Mary Beth Hutch]

I have a requirement to change the language used when enabling the customer to confirm that the entity found is correct. The example I have is, "We have Timeout or Logged out due to inactivity as Which Error, is this correct?"

As you can see, this is not really grammatically correct, and I am not sure who the "We" is that is referenced.

I tried creating a sys_ui_message for each of the possibly entity matches, but it is being ignored - I created them in both global and ITSM Virtual Agent Conversation scopes in case that mattered. 

[Alex Coope - SN]

@Mary Beth Hutch,

So there's a quite a bit to unpack here. The first being, has this string presented in the UI with an "MSG" prefix with the I18n debugger enabled so that you know for sure it's not hard-coded? The reason I ask is because that does not look like an ootb string provided by us (because of the grammatical issue you highlight. I've also checked one of my source instances and I can't find it),

What I'm also thinking is that this might be a "concatenated" string (it's one that's made up of multiple objects which often causes issues like this - I briefly talk about it in our "In Platform Language Support Guide" post),

Ultimately, it all depends on the source. So if you can find how the source is structured (e.g. in the originating script), then you'll know how to either correct it or translate it accordingly. If you can show a screenshot of exactly how the string is presented in the UI I might be able to give you a pointer,

Many thanks,
Kind regards

[Mary Beth Hutch · Accepted solution]

Hey there! Thank you for the reply - I do agree this is more likely a concatenated string, vs hard coded, because I know the message includes the node name (which I define) for example, and the entity (again, I define that) that is found. If concatenated string were the source, how would I proceed? I thought I knew where you were going, so I tried creating a UI Message for "We have" to replace with with the language I am hoping to use, but it was also ignored. 

I unfortunately cannot provide a screenshot - I also cannot easily reproduce in a PDI because this requires AI/Predictive Intelligence!

EDIT: I feel silly... I started looking with a colleague, and they quickly found the cause! There is ALREADY a UI Message with a Key "We have {0} as {1}, is this correct?" 

I simply updated the message to be what I need, and VOILA! The message is now updated! I hope this helps someone else who is having a brain-dead moment 😄

[Alex Coope - SN]

Ah awesome, glad you were able to sort it 👍