Not Recieving Auto Responses

[subarugeek]

All,

I have just recently set up the 4.0.2 Appliance and cant seem to get the Queue Auto Responses to work. According to the System Log it does looks like OTRS is sending them, but they never get received.

Here is an excerpt from the log:

Code: Select all

Fri Dec 12 11:00:11 2014 	info 	OTRS-CGI-57 	Sent auto response (SendAutoReply) for Ticket [2014121257000019] (TicketID=36, ArticleID=) to '"test test" <my_test_account@gmail.com>'.
Fri Dec 12 11:00:11 2014 	error 	OTRS-CGI-57 	FEHLER: ungültige Byte-Sequenz für Kodierung »UTF8«: 0xa0

I think its interesting that before each auto response is sent it throws the other error in German, which translates to:

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ERROR : invalid byte sequence for encoding »UTF8«: 0xa0

I have looked and haven't been able to find any useful information about this issue. I'm willing to do what ever it takes to get this working, if there is any more information that someone would like to see I will provide it for you.

Thanks in advance!

[Aleksei]

Had the same problem. This post helped me:

viewtopic.php?t=26915

I found out, that in notification message I was trying to send was some not-utf symbols (Russian in my case), that cause the error.
So try to check message you are sending (even subject field) and queue name.

Good luck!

[Aleksei]

Some updates on this problem:

After some testing I also found out another case when notification stop working and syslog show error (FEHLER: ungültige Byte-Sequenz für Kodierung »UTF8«: 0xa0):
If I create new notification and just copy-paste text into "Notofication -> *Text" area from any previous notification, for some reason this will generate error. But if I enter the same text manually from the scratch - it will work perfectly.
So I assume it's kind of bug with text editor there.

PS. Watch out of "enter" in the end of the notification text, its also can cause the error.

[Krishopper]

I have been plagued by this issue for almost two full months, and after filing a bug report that hasn't received any attention, I dug further.

I found a solution which requires a simple patch to Notification.pm.

Please see http://bugs.otrs.org/show_bug.cgi?id=10970 for my findings.



The issue is that when OTRS works on a notification, it currently does the
following:

1. Gets notification from database
2. Replaces <OTRS...> variables in the notification with their respective
values
3. Sends the updated notification text out to each individual user

Between steps 2 and 3, the updated text is not encoded. If any of the
variables contain double spaces, they are HTML non-breaking white spaces
(&nbsp), which are 0xa0 and are also not UTF-8.

The text needs to be encoded after the variable replacement and before the
messages are sent out.

Code: Select all

1088a1089,1107
>     # get encode object
>     my $EncodeObject = $Kernel::OM->Get('Kernel::System::Encode');
> 
>     # convert subject
>     $Notification{Subject} = $EncodeObject->Convert(
>         Text  => $Notification{Subject},
>         From  => 'utf-8',
>         To    => 'utf-8',
>         Force => 1,
>     );
> 
>     # convert body
>     $Notification{Body} = $EncodeObject->Convert(
>         Text  => $Notification{Body},
>         From  => 'utf-8',
>         To    => 'utf-8',
>         Force => 1,
>     );
>