Special characters not showing correctly in request forms

[Selim Cumart]

Dear JIRA-Team,

I have the problem that special characters like ä, ö, ü etc. are not showing correctly in our service desk portal when using a request form.

My charset encoding is set to utf-8, so it should work properly.

I'm using a Windows Server 2016 with IIS and tomcat. I am using the ISAPI Filters to provide our service desk to our subdomain http://service.qmrt.biz

Thanks in advance,

cumart

[razvojSW]

Was this solved? We are using the Jira Service Desk (4.0.0) which it is installed beside Jira server. We are having trouble with Č Š Ž letters. 

On the Jira Server everything works fine the only issue is Jira Service Desk.  

Anyone know the solution? 

Thank you. 

[Michal Nedela]

hello, did someone of you resolved it ? we have the same in our Customer Portal :) . Thanks Michal

[EspaceProprio]

We got the same issue on our 3.16.1 environnement, in french.

[Andy Heinzer]

I found that your version of service desk appears to be 3.16.1.  I have the same version in my testing, however when I switch my system language in Jira to German, and then create a new service desk sample project, I do see the umlauts such as ü in the customer portal.   So I'm not yet convinced this is a bug in Service Desk or the translation pack yet.

You mentioned your charset encoding is UTF-8, that is a good thing to check here.  I am rather a big fan of the KB JIRA Application internationalisation and encoding troubleshooting for checking off all the possible configuration settings in Jira's startup.  The part I find usually helps in cases like this are the settings:

• Start JIRA with the variable -Dfile.encoding=utf-8 and -Dsun.jnu.encoding=UTF-8. See Setting properties and options on startup.

But I understand that might not be the solution here.  It sounds like you have an IIS reverse proxy that is filtering or redirecting traffic to Jira's Tomcat instance.

I'm curious if you perhaps followed a guide such as Proxying Atlassian server applications with Microsoft Internet Information Services (IIS).   Or some other similar guide.

It might help to better isolate this problem and see if the proxy is the cause, by following the steps in How to bypass a Proxy and SSL to test network connectivity.  If you can bypass the traffic, even temporarily, to avoid this proxy and then test to see if you can recreate this problem, that will tell us more about whether or not your proxy is the cause of this incorrect characters being displayed.

What do these characters look like when you visit the page?

[Selim Cumart]

Hi Andrew,

thanks for your answer.

I checked off the internationalisation and encoding troubleshooting and my JIRA variables before I wrote this ticket and these are set to utf-8.

As you can see, the special characters were shown correctly on the service desk, but the formatting errors occur on the request forms.

I followed the Proxying Atlassian server applications with Microsoft Internet Information Services (IIS) guide.

We need the service solution in near future, so it would be great if we could find a solution.

[Andy Heinzer]

As you can see, the special characters were shown correctly on the service desk, but the formatting errors occur on the request forms.

However I cannot see this problem.  I have tried to reproduce this problem in my own environment.  I have changed my Jira system language to German, created a new service desk project, and then tried to create a new request using the customer portal.  In my testing, I can not reproduce this problem in the same version of Service Desk (3.16.1).

What is different in my environment from yours?  Admittedly, my Jira site is not utilizing a proxy in front of it.  So it could be there is a problem with the way the proxy is handling the text on the page.   This is why I suggested the steps in How to bypass a Proxy and SSL to test network connectivity.  This would at least give us a better understanding of where the problem exists.

Could you screenshot exactly where you see this problem?  I cannot login to your site to see this problem.   Are these characters in the request type default fields? Or in custom fields? Or is this happening for user input text that is attempted to be saved to those fields?