Re: [otrs] Template char set issues

24 Aug 2011

      Hi Neil,

Sorry, I misunderstood you. I thought you were talking about replies, but you have in fact implemented templates in OTRS.

Try and check out what charset your AgentTicketEmail.dtl is in. There's a very easy way to do that:

file AgentTicketEmail.dtl

If I do that, I get

AgentTicketEmail.dtl: ASCII English text, with very long lines

Guessing from the way the translation files for OTRS works, it could be that OTRS only accepts ISO-8859-1 as input and then converts it on the fly for output. If your AgentTicketEmail.dtl is in UTF-8, try converting it to ISO-8859-1, using this command:

iconv --from-code=UTF-8 --to-code=ISO-8859-1 AgentTicketEmail.dtl >AgentTicketEmail.dtl.iso

And then switch files around manually to see what works. Remember to restart httpd if you run mod_perl.

Lars

From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Neil Simpson
Sent: Tuesday, August 23, 2011 4:13 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Template char set issues

Hi,

thanks for the tip lars.

mysql looks like this currently:
SHOW VARIABLES LIKE "character_set_%";
+--------------------------+----------------------------+
| Variable_name            | Value                      |
+--------------------------+----------------------------+
| character_set_client     | latin1                     |
| character_set_connection | latin1                     |
| character_set_database   | utf8                       |
| character_set_filesystem | binary                     |
| character_set_results    | latin1                     |
| character_set_server     | latin1                     |
| character_set_system     | utf8                       |
| character_sets_dir       | /usr/share/mysql/charsets/ |
+--------------------------+----------------------------+

i don't see how this has anything to do with the DB though.  The templates are all in AgentTicketEmail.dtl. i have a toggle which shows/hides the templates and then you simply click a button for whichever template.

an example template looks like:

                                <input type="hidden" name="Subaction" value="StoreNew"/>
                                <input type="hidden" name="ServiceID" value="23"/> <!-- Operations::User Management -->
                                <input type="hidden" name="TypeID" value="20"/> <!-- Operation -->
                                <input type="hidden" name="Dest" value="20||2nd Level::Technical Support"/>

                                <input type="hidden" name="CustomerID" value="091007251053349620001C"/> <!-- Dead Letter Office -->
                                <input type="hidden" name="SelectedCustomerUser" value=""/> <!-- "Enter User Details Here" -->
                                <input type="hidden" name="ExpandCustomerName" value="2"/>
                                <input type="hidden" name="Cc" value=""/>
                                <input type="hidden" name="NextStateID" value="2"/>
                                <input type="hidden" name="Subject" value="Your private cert"/>
                                <input type="hidden" name="Body" value="
Dear ,
<br>
Chèr(e) utilisateur, utilisétrice,
etc etc
"/>
</form>

As you can see from the body text it shows correctly in the AgentTicketEmail.dtl but not when selected inside of otrs even though the page source says it's using utf-8.

You mentioned changing the templates in otrs admin, where is that an option, i don't know of anywhere i can do that.

thanks in advance

Neil

On Tue, Aug 23, 2011 at 3:38 PM, Lars Jørgensen mailto:lajo@kb.dk> wrote:
Hi Neil,

The templates are stored in the database - is the db charset also utf-8? MySQL can be a bitch when you want to convert charsets in the tables. Last time I did it, I had to create a dump with one charset, drop the database, recreate it in utf-8 and restore the dump. Also, I had to change all "create table"-statements in the dump to create the tables in utf-8.

I don't know if there is an easier way (now), but if you only have a few templates, you should consider correcting them inside OTRS Admin and then worry about the database at a later point in life.

Lars

From: otrs-bounces@otrs.orgmailto:otrs-bounces@otrs.org [mailto:otrs-bounces@otrsmailto:otrs-bounces@otrs.org] On Behalf Of Neil Simpson
Sent: Tuesday, August 23, 2011 2:55 PM
To: otrs@otrs.orgmailto:otrs@otrs.org
Subject: [otrs] Template char set issues

Hello,

Just upgraded from 2.4.7 and now all self-made templates do not show correctly. I have everything set to UTF-8 and yet i still have strange characters instead of the correct character.

I have tried setting the UTF-8 options manually in each template/form but this does not effect it.

the "page source" shows in the header " <meta http-equiv="Content-type" content="text/html;charset=utf-8" /> " so it should be set.

if i manually paste some french/german text into the text field it is shown correctly, only if i use a template does it not show correctly.

httpd.conf is default UTF-8.

running out of ideas.

thanks for any guidance.

Neil

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