Matthew Puglisi
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Posts posted by Matthew Puglisi
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11 hours ago, Victor said:
Did you have a look at the thread started by your colleague where we discussed and explained the exact same "issue" you describe here?
No, in fact I did not. I looked through several threads, so I've no idea how I missed that one. I apologize. I'll carry on the discussion there. Thanks!
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My colleagues and I have seen this as a recurring issue and have noticed many of our Chinese emails being processed in this way. This is a serious issue as it means that many of our Chinese-speaking customers are not getting serviced properly and likely are not even aware of the issue. This then results in a bad impression of our Service Desk from the perspective of our Chinese-speaking customers. This may also affect other languages as well.
For the Admins, here are some Message tracking IDs for various errors we have received:
ERROR: Failed to add message to the inbound queue. Operation[mail::addMessageToQueue] The XMLXC request message contains invalid characters for the UTF-8 encoding scheme
imap4-Service Desk-550493b7b08253a5 imap4-Service Desk-e41dbdd809c08196 imap4-Service Desk-2068a108ca7b42ba imap4-Service Desk-99ac61b2227ace7e imap4-Service Desk-1693a278d8a669d7 imap4-Service Desk-d5b6b907649d15dd imap4-Service Desk-90039ab599533746 imap4-Service Desk-60bcdcb437a19ee4 imap4-Service Desk-c2cd672e8e73bda0 imap4-Service Desk-616bbb1a172ba219 imap4-Service Desk-29299283b066c275 imap4-Service Desk-578086da095bc570 imap4-Service Desk-5c8286e31ad14d97 imap4-Service Desk-5562b92897d31e0b imap4-Service Desk-5d5e63c9640554b6 imap4-Service Desk-32e7b9d8b9e0938c imap4-Service Desk-662d4c87a064dd62
BONUS ERROR: Illegal byte sequence
imap4-Service Desk-a079ae1ca8eb5d2a
As you can see, we are getting a LOT of UTF-8 encoding errors.
SUGGESTION: Furthermore, I would submit that these error messages are effectively useless to our support team as it abstracts away the useful content into a cryptic ASCII-based RFC822 formatted text file attachment. It would be FAR better, as a service tech, if you took the opposite approach. That is, to display the message in its original form (replacing only the unsupported characters with question marks or squares; as we commonly see where unsupported characters were transcoded), and instead attach the error message for reference with the Hornbill Development Team. This way, we can at least have enough of the original message in tact to be able to support our customers while working through the technical issue on the backend with the Hornbill Development Team.
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Please delete.
I just realized that my error is different that this particular case and have therefore re-posted as a new topic since I could not find another related case.
Thanks,
Matthew
Hornbill ESP Message Processing Error
in Service Manager
Posted
This thread led me to the following Microsoft article regarding UTF-8 with Chinese characters:
When you use Outlook to send an HTML e-mail message to an Exchange Server 2007 user, the e-mail message appears garbled, or it contains Asian characters | Microsoft Support
This eventually led me to a client-side solution (albeit not ideal). The only way I was able to get Hornbill to process one of at least 18 different failed emails we received was to do the following:
Actions / Other Actions / Encoding / More -> Scroll down and select “Unicode (UTF-8)”
The major downside is that the Chinese (or possibly other incompatibly formatted characters) will be turned into complete gibberish. In my tests, only the English characters survived, but for our purposes that usually enough to at least start a dialog with our customer and get additional details if necessary. I think the global solution might be to push a group policy that sets Outlook to default to UTF-8 for outgoing emails, but we are still looking into this.