Broken tickets display

Hi.

First, I’m afraid my English is very poor, sorry… :expressionless:

We’re experiencing a strange behaviour on both our RT installation: when
someone reply (or comment) to a ticket (both via e-mail or via
webinterface) with a response containing some characters like

ᅵ

(useful in Italian language) then ticket visualization is broken for
this ticket: we can only see workflow until the response, but not
response itself and the following workflow.

All workflow is stored in db, and broken visualization only affect the
ticket with these characters.

If we change these character directly on database, a correct
visualization is restored.

We’d searching on internet, but we find nothing: if your response is
RTFM, pleas tell us what FM we must R… :wink:

Some informations:

  • platform is Gentoo Linux for ADM64
  • all servers (webservers and database) are fully UTF-8
  • webserver is Apache, RDBMS is Mysql Enterprise, MTA is Postix
  • RT version is 3.6.7
  • RT email input encoding is utf-8 iso-8859-1 us-ascii
  • Mysql version is 5.0.46 Enterprise
  • Mysql charset is binary
  • Apache version is 2.2.9
  • Apache default charset is UTF-8

Can someone help us?

Luca Villani - Dada.Net S.p.A.

Tel: +39 055 20021517 Mobile: +39 335 8753086
ICQ: 76272621 Skype: luca.villani

We’re experiencing a strange behaviour on both our RT installation: when
someone reply (or comment) to a ticket (both via e-mail or via
webinterface) with a response containing some characters like

�

(useful in Italian language) then ticket visualization is broken for
this ticket: we can only see workflow until the response, but not
response itself and the following workflow.

Just a guess, but check your version of Text-Quoted, old versions had
a tendency to coredump on some characters. You can try coming up to
2.05

-kevin

Kevin Falcone ha scritto:

We’re experiencing a strange behaviour on both our RT installation: when
someone reply (or comment) to a ticket (both via e-mail or via
webinterface) with a response containing some characters like

�

(useful in Italian language) then ticket visualization is broken for
this ticket: we can only see workflow until the response, but not
response itself and the following workflow.

Just a guess, but check your version of Text-Quoted, old versions had
a tendency to coredump on some characters. You can try coming up to
2.05

First, I’m terribly sorry for delay in my response, I was in summer
holidays (sailing in North Adriatic Sea). :frowning: :frowning: :frowning:

Our version of Text::Quoted is 2.02:

support01 ~ # equery list Text-Quoted
[ Searching for package ‘Text-Quoted’ in all categories among: ]

  • installed packages
    [I–] [ ] dev-perl/Text-Quoted-2.02 (0)
    support01 ~ #

As far as this is an high traffic cluster (about 3.000 tickets per week,
it’s dedicated to our worldwide CRM), we can’t simply upgrade a perl
module, we must plan this operation.

I can do this in a few days, next I will report…

Luca Villani - Dada.Net S.p.A.

Tel: +39 055 20021517 Mobile: +39 335 8753086
ICQ: 76272621 Skype: luca.villani