Bug: Special Characters in Ticket Subject

Hello,

we are running RT 3.8.7 (from Debian Packages) together with PostgreSQL 8.4.1 in a German environment.

Unfortunalety, we cannot create tickets from the Web Interface (both Quick Create an Full Create) when the subject contains one of our German Special Characters like “ö” and the Content is emtpy:

[cid:image001.png@01CAA00F.F00EB610]

As soon as I add something into the content area, things work as expected. The same behavior can be observed in the regular Ticket screen.

The RT Log shows this, the text in curly Brackets {} are the translations of the error messages from Postgres into English. Note, that the F6 Character code “ö” in ISO-8859-1 and consorts, which is the single-byte encoding in use here when Unicode is not used.

[Thu Jan 28 10:49:24 2010] [warning]: DBD::Pg::st execute failed: FEHLER: ungültige Byte-Sequenz für Kodierung »UTF8«: 0xf6f6f60a {ERROR: Invalid Byte-Sequence for Encoding “UTF-8”}
HINT: Dieser Fehler kann auch auftreten, wenn die Bytesequenz nicht mit der Kodierung übereinstimmt, die der Server erwartet, welche durch »client_encoding« bestimmt wird. at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 509. (/usr/share/perl5/DBIx/SearchBuilder/Handle.pm:509) {This error can also occur if the Byte-Sequence does not match with the encoding expected by the server, set through “client_encoding”}
[Thu Jan 28 10:49:24 2010] [warning]: RT::Handle=HASH(0x4cc00e8) couldn’t execute the query ‘INSERT INTO Attachments (ContentType, Parent, Subject, Headers, Creator, MessageId, Created, TransactionId) VALUES (?, ?, ?, ?, ?, ?, ?, ?)’ at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 522
DBIx::SearchBuilder::Handle::SimpleQuery(‘RT::Handle=HASH(0x4cc00e8)’, ‘INSERT INTO Attachments (ContentType, Parent, Subject, Header…’, ‘text/plain’, 0, 'Test ', ‘MIME-Version: 1.0\x{a}X-Mailer: MIME-tools 5.427 (Entity 5.427)\x{a}S…’, 22, ‘’, ‘2010-01-28 10:49:24’, …) called at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 357
DBIx::SearchBuilder::Handle::Insert(‘RT::Handle=HASH(0x4cc00e8)’, ‘Attachments’, ‘ContentType’, ‘text/plain’, ‘Parent’, 0, ‘Subject’, 'Test ', ‘Headers’, …) called at /usr/share/perl5/DBIx/SearchBuilder/Handle/Pg.pm line 66
DBIx::SearchBuilder::Handle::Pg::Insert(‘RT::Handle=HASH(0x4cc00e8)’, ‘Attachments’, ‘ContentType’, ‘text/plain’, ‘Parent’, 0, ‘Subject’, 'Test ', ‘Headers’, …) called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1293
DBIx::SearchBuilder::Record::Create(‘RT::Attachment=HASH(0x2c16a10)’, ‘ContentType’, ‘text/plain’, ‘Parent’, 0, ‘Subject’, 'Test
', ‘Headers’, ‘MIME-Version: 1.0\x{a}X-Mailer: MIME-tools 5.427 (Entity 5.427)\x{a}S…’, …) called at /usr/share/request-tracker3.8/lib/RT/Record.pm line 289
RT::Record::Create(‘RT::Attachment=HASH(0x2c16a10)’, ‘TransactionId’, 188101, ‘Parent’, 0, ‘ContentType’, ‘text/plain’, ‘Headers’, ‘MIME-Version: 1.0\x{a}X-Mailer: MIME-tools 5.427 (Entity 5.427)\x{a}S…’, …) called at /usr/share/request-tracker3.8/lib/RT/Attachment_Overlay.pm line 143
RT::Attachment::Create(‘RT::Attachment=HASH(0x2c16a10)’, ‘TransactionId’, 188101, ‘Attachment’, ‘MIME::Entity=HASH(0x592b468)’) called at /usr/share/request-tracker3.8/lib/RT/Transaction_Overlay.pm line 514
RT::Transaction::_Attach(‘RT::Transaction=HASH(0x2c10e30)’, ‘MIME::Entity=HASH(0x592b468)’) called at /usr/share/request-tracker3.8/lib/RT/Transaction_Overlay.pm line 154
RT::Transaction::Create(‘RT::Transaction=HASH(0x2c10e30)’, ‘ObjectId’, 10150, ‘ObjectType’, ‘RT::Ticket’, ‘TimeTaken’, ‘’, ‘Type’, ‘Create’, …) called at /usr/share/request-tracker3.8/lib/RT/Record.pm line 1457
RT::Record::_NewTransaction(‘RT::Ticket=HASH(0x5929540)’, ‘Type’, ‘Create’, ‘TimeTaken’, ‘’, ‘MIMEObj’, ‘MIME::Entity=HASH(0x592b468)’, ‘CommitScrips’, 1, …) called at /usr/share/request-tracker3.8/lib/RT/Ticket_Overlay.pm line 656
RT::ticket::Create(‘RT::Ticket=HASH(0x5929540)’, ‘TimeEstimated’, ‘’, ‘Status’, ‘new’, ‘Queue’, ‘RequestTracker’, ‘AdminCc’, ‘’, …) called at /usr/share/request-tracker3.8/lib/RT/Interface/Web.pm line 982
HTML::Mason::Commands::CreateTicket(‘Attachments’, undef, ‘TimeEstimated’, ‘’, ‘Status’, ‘new’, ‘new-DependsOn’, ‘’, ‘Queue’, …) called at /usr/local/share/request-tracker3.8/html/Ticket/Display.html line 117
If you need any more information, please let me know.

Thanks in advance,
Torben Nehmer
Torben Nehmer
Diplom Informatiker (FH)
Business System Developer
CANCOM Deutschland GmbH
Messerschmittstr. 20
89343 Scheppach
Germany
Tel.: +49 8225 - 996-1118
Fax: +49 8225 - 996-41118
torben.nehmer@cancom.demailto:torben.nehmer@cancom.de
www.cancom.dehttp://www.cancom.de
CANCOM Deutschland GmbH
Sitz der Gesellschaft: Jettingen-Scheppach
HRB 10653 Memmingen
Geschäftsführer: Paul Holdschik, Christian Linder
Diese E-Mail und alle mitgesendeten Dateien sind vertraulich und ausschließlich für den Gebrauch durch den Empfänger bestimmt!
This e-mail and any files transmitted with it are confidential intended solely for the use of the addressee!

we are running RT 3.8.7 (from Debian Packages) together with PostgreSQL 8.4.1 in a German
environment.

There are some patches in 3.8-trunk (the merge of the
another_utf8_rework branch) that should resolve this issue.

-kevin

Hello Kevin,

we are running RT 3.8.7 (from Debian Packages) together with PostgreSQL 8.4.1 in a German
environment.

There are some patches in 3.8-trunk (the merge of the
another_utf8_rework branch) that should resolve this issue.

Thanks for the quick answer. Out of curiosity, when can we expect the next 3.8 release which would then include this fix (I presume)?

Best regards,
Torben Nehmer
Torben Nehmer
Diplom Informatiker (FH)
Business System Developer
CANCOM Deutschland GmbH
Messerschmittstr. 20
89343 Scheppach
Germany
Tel.: +49 8225 - 996-1118
Fax: +49 8225 - 996-41118
torben.nehmer@cancom.de
www.cancom.de
CANCOM Deutschland GmbH
Sitz der Gesellschaft: Jettingen-Scheppach
HRB 10653 Memmingen
Geschäftsführer: Paul Holdschik, Christian Linder
Diese E-Mail und alle mitgesendeten Dateien sind vertraulich und ausschließlich für den Gebrauch durch den Empfänger bestimmt!
This e-mail and any files transmitted with it are confidential intended solely for the use of the addressee!-----Ursprüngliche Nachricht-----
Von: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] Im Auftrag von Kevin Falcone
Gesendet: Donnerstag, 28. Januar 2010 18:25
An: rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] Bug: Special Characters in Ticket Subject

On Thu, Jan 28, 2010 at 11:55:40AM +0100, Nehmer Torben wrote:

-kevin