Hi Michiel, Michiel Beijen wrote:

Ivars,

You say the database is utf8, but what is the value of Admin > Sysconfig > Framework > Core > DefaultCharset? Also utf-8 Have you installed the Support package and what character encoding does it report? All set to utf-8

Database Check Comment Status Check "max_allowed_packet" setting. Your configuration setting is 16 MB. OK Check "query_cache_size" setting. 16 MB OK Check existing framework tables. 65 tables checked. OK Check database utf8 support. Your database version support utf8. OK Check if the client use utf8 for the connection. Your client connection is utf8. OK Check if the database use utf8 as charset. Your database character setting is utf8. OK Check the utf8 table charset collation. Your charset collation is set to utf8_general_ci. OK Check database version. MySQL 5.0.67-0ubuntu6 OK Ivars

Kind regards, -- Michiel Beijen Software Consultant +31 6 - 457 42 418 Bee Free IT + http://beefreeit.nl

2009/5/26 Ivars Strazdiņš mailto:ivars.strazdins@gmail.com>

Hi Michiel, thanks for reply. No, my OTRS instance is set to utf-8. Before OTRS installation. All OTRS database tables show encoding as utf8_general_ci. So, exactly the opposite is happening - for some reason OTRS wants to convert every message from utf-8 to iso-8859-1, which is erroneous and not needed. If the database is utf-8 encoded, why OTRS tries to change incoming messages to iso-8859-1 and how could I stop it? I found file /usr/share/otrs/scripts/database/otrs-initial_insert.mysql.sql - could it be related somehow?

With kind regards, Ivars

Michiel Beijen wrote:

Hi Ivars,

Your OTRS instance is set to iso-8859-1. If you receive a lot of mail that is encoded in a different character set, it might be a good idea to convert your database to utf8. See for instructions, in case you are using MySQL, the FAQ: http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=315 http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=315 <http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=315 http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=315>

As for your error message, I have not tested but just a guess: the iso-8859-1 (aka Latin1) contains only a subset of the characters that are available in utf8 (which supposedly contains 'every character' ;-) ) Now if someone whould send an email to OTRS using UTF8 character set, containing characters that are not present in Latin1 (such as russian, chinese, etc) it can not properly do conversion to Latin1 without data loss. That could be the reason of your error message.

Kind regards, -- Michiel Beijen Software Consultant +31 6 - 457 42 418 Bee Free IT + http://beefreeit.nl

2009/5/26 Ivars Strazdiņš mailto:ivars.strazdins@gmail.com mailto:ivars.strazdins@gmail.com>>

Hi OTRS users, how do stop OTRS from trying to convert incoming e-mail messages from utf-8 to other character set (iso-8859-1)? I am receiving administrator notifications like this:

Charset encode 'utf8' -=> 'iso-8859-1' (New Ticket [2009052610000014/Dati ar zvaigzni] created (TicketID=9,Queue=incoming,Priority=3 normal,State=new)) not supported! Charset encode 'utf8' -=> 'iso-8859-1' (Sent email to '"HELP" <***@***.com>' from 'customer <***@***.com>'. HistoryType => SendAutoReply, Subject => [Ticket#2009052610000014] Dati ar zvaigznīti;) not supported!

Thanks for your time, Ivars

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