Tickets from HTML Emails - iso 8859-1 vs utf-8 umlauts

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Legga
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Tickets from HTML Emails - iso 8859-1 vs utf-8 umlauts

Post by Legga »

Hello everyone,

I'm stuck at the following problem.
Everything is configured for utf-8.
Since a couple of days there is an issue where ticket created from emails have a problem with umlauts.
The topic / subject works fine but the body text as I open a ticket shows not the umlauts but some replacements.

I cannot get it, why this html emails create an iframe with addtitional 8859-1 metatag
<meta http-equiv="Content-Type" content="text/html; charset=utf-8; charset=iso-8859-1">

Funfact: it only happens in Firefox. Chrome, Edge and Internet Explorer have no issues and use utf-8.
In the Config.pm I also added defaultcharset, but it does not chance anything.
On the database everything is configured for utf-8

Even if I ansower on such a ticket with the umlaut-issue, the new created email is fine, because it seems to be converted to utf-8

May anyone know how to stop the emailparser to create charset-iso 8859-1?
I already modified the part, were it says "if charset unknown, use 8859"
Edit: I updated to 6.0.38 in hope the issue is gone, but its not

Thank you!
reneeb
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Re: Tickets from HTML Emails - iso 8859-1 vs utf-8 umlauts

Post by reneeb »

Can you provide a sample email? (activate the PlainView sysconfig option and download the mail - and please remove any sensitive/personal data)
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Legga
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Re: Tickets from HTML Emails - iso 8859-1 vs utf-8 umlauts

Post by Legga »

Hello reneeb,

sorry for the late respond.
I changed the setting as you said and activated it.
I just found the download :-) Didn't ever do that before. I attached it as an zip, because eml istn allowed to upload. I cut off the sensitive data from the header.
OTRS getting the mail by POP3.
I also tested a new ticket, just created after the changes above.
The subject still works
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jojo
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Re: Tickets from HTML Emails - iso 8859-1 vs utf-8 umlauts

Post by jojo »

The E-Mail is nor correct HTML as Umlauts ar not HTML encoded e.g. &Auml;

The characters are encoded as ISO 8859-1 within the HTML part. In my OTRS test installation this mail shows up correctly, so it seems to be an issue in your installation

You also should switch off the usage of Word as editor in Outlook and send proper multipart mime messages
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Legga
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Joined: 03 Dec 2021, 18:25
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Re: Tickets from HTML Emails - iso 8859-1 vs utf-8 umlauts

Post by Legga »

you may have any clues were to begin to fix this?

btw, sent a mail from OWA, also the same issue
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