[resolved] Ticket truncated when sent from GMail if multiple spaces.

fbrochu

Hi, I create tickets when sent to a specific email address but I have a strange bug and it happens only with GMail. If I have the bad luck to write two or more consecutive spaces, the ticket created is truncated. I've found these two discussions who seems to have the same kind of issue but I'm unable to fix it :https://github.com/osTicket/osTicket-1.8/issues/410https://github.com/osTicket/osTicket-1.8/issues/633Using osTicket 1.9.5.1Thank you,

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fbrochu

I have removed the iconv line in : class.format.php (function encode) and mimeDecode.php (function _decodeHeader). However, the bug still happens.

ntozier

I would post that to one of the github threads. They might be able to assist you better with this.I've pinged the devs to take a look at this thread also.

fbrochu

Update - (posted it on GitHub too but no feedback)I've installed a second instance. Now both of them are on 1.9.8.1The original still has the problem.At first, the new instance don't. But if I take the database from the original and use it in the second instance, it doesn't work anymore.So it seems database related and not code related. Do you have any idea where I should look first ?

Chefkeks

Personally I have no idea what in the database would cause this. :/

peter

I think this is related to database encoding. Make sure tables/fields (e.g ticket_thread) encoding is set to utf8 and collation set to utf8_general_ci. Newer installs forces the correct encoding.

fbrochu

HOLY COW !!!! I FOUND IT !I can't believe it took me so long. Hardest bug ever... IT WAS NOT A BUG. It was my reply separator tag : I put a space in it.Well.... Everything works fine now !

Chefkeks

Great you found it! And thank you for sharing the solution with us here and over at github. I close this discussion and mark it as resolved. Feel free to open another discussion for a new topic.

Cheers,

Michael