Creating custom error messages in Service Desk

Document ID : KB000020059
Last Modified Date : 04/02/2019
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Occasionally, customers may have a requirement to customise the error messages that appear when an end user is operating the Service Desk application.  


Instead of this message appearing when an invalid year is inputted on a date field:
"The Month for the Start Time is invalid"

The need may be for this to read:
"The Month for the Starting Time is invalid"

    Service Desk Manager 12.6 and higher

    One will need to modify the message catalog.  This is the "pdm.xml" which contains all of the error codes and corresponding descriptive text.

    To modify the message catalog, complete the following steps:

    1. Refer to the format of pdm.xml that is located in $NX_ROOT\bin.
    2. Create a customized copy of pdm.xml and place it in the $NX_ROOT\site\mods\msg_catalog directory.
    3. Add, modify, or add and modify messages in the XML message files from the previous step.
    4. Restart Service Desk Manager service.
    Additional Information:
    We do not advise changing the msg id integer value as this will make it impossible to identify the unique error code that also presents when a given scenario takes place.