Umlauts (äöü) don't work in mail subject

iconist

Hi there,

we have tried many many suggestions from this forum but none of them worked for us so far...

Our problem: When a client sends us an email to our support address the German umlauts like ö, ä, ü are not getting displayed in the subject of the email. Furthermore everything which comes after an umlaut is not going to be displayed.

For example if someone writes:

"eine frage für den support"

will be displayed in the subject of the email as:

"eine frage f"

and the rest is missing...

The strange thing is that this is only in the email's subject and in the email's the umlauts work fine. Also we encountered that problem in the administration area of os ticket where the supporter's name is displayed. Here the umlauts in a name are going to be clipped either.

We also set the database's collate to "latin 1 german" as well as in the file "mysql.php" located in "includes"... but without any effect.

Our hoster is TMD in case that is important.

Thank you very much for any ideas!

alokhon

Hi,

We had the same problem. We find out that at least in our case the problem was caused by the format in which Outlook/Exchange sends messages. Using eg. gmail there was were problems. Messages sent using outlook had character encoding which was not compatible with osTicket.

This is silly but I can't remember from the top of my head that what was the actual fix for the problem but we got it working. But idea was that we needed to force osticket to read/write email headers using certain character set.

If this cannot help you enough, I'll try to remember post a follow up later on when my colleague comes back from holiday.

BR,

Atte