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  1. Jira Service Management Data Center
  2. JSDSERVER-6273

Non latin characters are displayed as question marks on the Service Desk Customer Portal

    • Icon: Bug Bug
    • Resolution: Not a bug
    • Icon: Low Low
    • None
    • 3.16.1, 4.0.0, 4.0.2
    • Customer Portal
    • None

      Summary

      Non latin characters are displayed as question mark characters "???????" on the Customer Portal

      Steps to Reproduce

      1. Install Service Desk 4.0.x
      2. Create a Service Desk project
      3. Go to Project Settings > Portal Settings
      4. Add Arabic characters to the introduction text
      5. Open the Customer Portal

      Expected Results

      Non latin characters are displayed properly on the Customer portal, as it's the case with older versions of Service Desk (for example 3.15.3):

      Actual Results

      The issue summary has non-ascii characters html encoded in a specific part of the email template as illustrated below:

      Workaround

      No known workaround for now

      Reason for closure of this ticket

      *******
      Verified that it was not a bug but a configuration issue when running JIRA on Windows. The issue was fixed after following the KB article https://confluence.atlassian.com/jirakb/jira-application-internationalisation-and-encoding-troubleshooting-203394762.html
      *******

        1. CustomerPortal_3.15.3.png
          CustomerPortal_3.15.3.png
          162 kB
        2. CustomerPortal_4.0.1.png
          CustomerPortal_4.0.1.png
          59 kB
        3. PortalSetting.png
          PortalSetting.png
          83 kB

            [JSDSERVER-6273] Non latin characters are displayed as question marks on the Service Desk Customer Portal

            Owen made changes -
            Workflow Original: JSD Bug Workflow v5 - TEMP [ 3117630 ] New: JAC Bug Workflow v3 [ 3126687 ]
            Lachlan G (Inactive) made changes -
            Affects Version/s Original: 4.0.1 [ 85597 ]
            Julien Rey made changes -
            Resolution New: Not a bug [ 12 ]
            Status Original: To Do [ 10071 ] New: Closed [ 6 ]
            Julien Rey made changes -
            Resolution Original: Invalid [ 6 ]
            Status Original: Done [ 10044 ] New: To Do [ 10071 ]
            Julien Rey made changes -
            Description Original: h3. Summary

            Non latin characters are displayed as question mark characters "???????" on the Customer Portal

            h3. Steps to Reproduce

            # Install Service Desk 4.0.x
            # Create a Service Desk project
            # Go to Project Settings > Portal Settings
            # Add Arabic characters to the introduction text
            # Open the Customer Portal
             !PortalSetting.png|thumbnail!

            h3. Expected Results

            Non latin characters are displayed properly on the Customer portal, as it's the case with older versions of Service Desk (for example 3.15.3):
             !CustomerPortal_3.15.3.png|thumbnail!

            h3. Actual Results
            The issue summary has non-ascii characters html encoded in a specific part of the email template as illustrated below:
             !CustomerPortal_4.0.1.png|thumbnail!

            h3. Workaround

            No known workaround for now

            *******
            Verified that it was not a bug but a configuration issue when running JIRA on Windows. The issue was fixed after following the KB article https://confluence.atlassian.com/jirakb/jira-application-internationalisation-and-encoding-troubleshooting-203394762.html
            *******
            New: h3. Summary

            Non latin characters are displayed as question mark characters "???????" on the Customer Portal

            h3. Steps to Reproduce

            # Install Service Desk 4.0.x
            # Create a Service Desk project
            # Go to Project Settings > Portal Settings
            # Add Arabic characters to the introduction text
            # Open the Customer Portal
             !PortalSetting.png|thumbnail!

            h3. Expected Results

            Non latin characters are displayed properly on the Customer portal, as it's the case with older versions of Service Desk (for example 3.15.3):
             !CustomerPortal_3.15.3.png|thumbnail!

            h3. Actual Results
            The issue summary has non-ascii characters html encoded in a specific part of the email template as illustrated below:
             !CustomerPortal_4.0.1.png|thumbnail!

            h3. Workaround

            No known workaround for now

            h3. Reason for closure of this ticket

            *******
            Verified that it was not a bug but a configuration issue when running JIRA on Windows. The issue was fixed after following the KB article https://confluence.atlassian.com/jirakb/jira-application-internationalisation-and-encoding-troubleshooting-203394762.html
            *******
            Julien Rey made changes -
            Description Original: h3. Summary

            Non latin characters are displayed as question mark characters "???????" on the Customer Portal

            h3. Steps to Reproduce

            # Install Service Desk 4.0.x
            # Create a Service Desk project
            # Go to Project Settings > Portal Settings
            # Add Arabic characters to the introduction text
            # Open the Customer Portal
             !PortalSetting.png|thumbnail!

            h3. Expected Results

            Non latin characters are displayed properly on the Customer portal, as it's the case with older versions of Service Desk (for example 3.15.3):
             !CustomerPortal_3.15.3.png|thumbnail!

            h3. Actual Results
            The issue summary has non-ascii characters html encoded in a specific part of the email template as illustrated below:
             !CustomerPortal_4.0.1.png|thumbnail!

            h3. Workaround

            No known workaround for now
            New: h3. Summary

            Non latin characters are displayed as question mark characters "???????" on the Customer Portal

            h3. Steps to Reproduce

            # Install Service Desk 4.0.x
            # Create a Service Desk project
            # Go to Project Settings > Portal Settings
            # Add Arabic characters to the introduction text
            # Open the Customer Portal
             !PortalSetting.png|thumbnail!

            h3. Expected Results

            Non latin characters are displayed properly on the Customer portal, as it's the case with older versions of Service Desk (for example 3.15.3):
             !CustomerPortal_3.15.3.png|thumbnail!

            h3. Actual Results
            The issue summary has non-ascii characters html encoded in a specific part of the email template as illustrated below:
             !CustomerPortal_4.0.1.png|thumbnail!

            h3. Workaround

            No known workaround for now

            *******
            Verified that it was not a bug but a configuration issue when running JIRA on Windows. The issue was fixed after following the KB article https://confluence.atlassian.com/jirakb/jira-application-internationalisation-and-encoding-troubleshooting-203394762.html
            *******
            Julien Rey made changes -
            Affects Version/s New: 3.16.1 [ 81891 ]
            Julien Rey made changes -
            Resolution New: Invalid [ 6 ]
            Status Original: Untriaged [ 11672 ] New: Done [ 10044 ]
            Julien Rey made changes -
            Labels Original: warranty
            Elton Santos made changes -
            Remote Link Original: This issue links to "JSDS-3711 (Bulldog)" [ 415067 ] New: This issue links to "JSDS-3711 (Bulldog)" [ 415067 ]

              Unassigned Unassigned
              jrey Julien Rey
              Affected customers:
              0 This affects my team
              Watchers:
              4 Start watching this issue

                Created:
                Updated:
                Resolved: