SAP Knowledge Base Article - Public

3833607 - Workflow Rules Business Object "Ticket" is labeled "Mensagem" (Message) in Portuguese logon

Symptom

- Workflow Rules: business object "Ticket" is labeled "Mensagem" (Message) in Portuguese logon
- In the Portuguese UI, the Ticket business object of Workflow Rules is labeled "Mensagem" (Message), so administrators who work in Portuguese do not recognize it.

Environment

SAP Cloud for Customer 

Reproducing the Issue

1. Log on to C4C with an administrator user, language Portuguese (Brazil).
2. Go to Administrador > Regras de fluxo de trabalho (Administrator > Workflow Rules).
3. In the rule list, check the column Objeto de negócio of the rules created on the ticket object on XX and XY  202X: "Mensagem".
4. Click Novo (New) and open the drop-down Objeto de negócio (Business Object): it has "Mensagem" and no "Ticket".
5. Log on again in English and repeat steps 2 to 4: the same rules and the drop-down show "Ticket".

Cause

This is a known localization quirk within the metadata mapping of the SAP C4C Workflow Rules engine. While the front-facing service desk UI displays it correctly as "Ticket", the background Business Object framework (technically ServiceRequest) maps to "Mensagem" when the administrator session is loaded in Portuguese.

Resolution

Administrators facing this behavior should utilize one of the following two validated workarounds:

Option 1: Select "Mensagem" in Portuguese Sessions
If you must maintain workflow rules while logged into a Portuguese session, select "Mensagem" under the Objeto de negócio (Business Object) column. The underlying logic, conditions, and actions will execute correctly for Tickets.
Option 2: Use an English Session (Recommended Best Practice)
To avoid any confusion or misalignments caused by localized translations:
  1. Log out of the current C4C session.
  2. Log back in selecting English as the UI language.
  3. Navigate to Administrator -> Workflow Rules.
  4. The object will correctly display its standard name: "Ticket".

See Also

Additional information:

Keywords

ap c4c, workflow rules, business object, ticket, mensagem, portuguese ui, translation error, servicerequest, administration, bug, workaround, localization, system configuration, sap cloud for customer, cloud for customer, sap service, ticket workflow, missing object, c4c admin, language quirk , KBA , LOD-CRM-WKF , Workflow , Known Error

Product

SAP Cloud for Customer core applications 2608