The Rovo service agent widget on the Jira Service Management customer portal renders its UI strings in English only. This is not a translation-quality issue: the widget receives no locale at all, so no translation can ever apply to it.

Environment

Jira Service Management Cloud. Service space default language: French (France). Reporting user: account locale fr_FR, browser language fr. Rovo agent enabled on the customer portal.

Steps to reproduce

1. Set the service space default language to a non-English language (French here).
2. Enable a Rovo agent on the customer portal.
3. As a customer whose account locale and browser language are both French, open the portal and start a conversation in the widget.
4. Describe an issue, ask to open a ticket, and answer the agent's follow-up questions until it summarizes the request.

Expected result

Widget UI strings follow the user's language, consistently with the rest of the portal, which is fully localized.

Actual result

The conversation body is correctly in French - the model answers in the user's language. The widget's own UI strings stay in English. On the final confirmation step:

• the call-to-action button reads Raise request
• the field group label reads Additional Fields:

The same mixed localization appears in Space settings > Rovo, where 1 request type and Rovo agent on portal remain in English inside an otherwise French page.

Root cause evidence

The widget renders inside a shadow DOM host (#rovo-service-agent-widget-root) containing a cross-origin iframe served from rovo-widget-service...atl-paas.net. The iframe is embedded with only two query parameters:

/rovo/widget?siteId=...&widgetId=...

No locale, lang or equivalent is propagated. The widget therefore has no way to resolve the user's language and falls back to its default English bundle. Neither the account locale, the browser language, nor the service space default language reaches it.

This is also why the issue cannot be fixed or worked around by administrators: Language support, custom-content translations and the space default language only govern customer-authored content (request types, groups, announcements, email templates), never the product strings rendered by the widget.

Impact

This surface is customer-facing, not admin-facing. In a non-English deployment the whole self-service flow reads correctly in the user's language right up to the final action - the one string users cannot read. An untranslated call-to-action at the point of commitment directly undermines self-service adoption among the very population the virtual agent is meant to deflect.

Related

ROVO-241 reports the same missing-locale root cause on the Rovo Studio surface (component "Studio - Settings"). This report covers the distinct, customer-facing portal widget surface.