When users reply to tickets via their iPhones, the message comes through via email, but the ticket shows this error.
| Subject: | Error: SysAid was unable to process the content of the email. Please check the user's email and encoding. | |
| Body: | Incorrect string value: '\xEF\xBF\xBD\xEF\xBF\xBD...' for column 'msg_body' at row 1 |
+1
Hi
To address the issue where users receive an error message when replying to tickets via their iPhones, it appears that there is a problem with the email encoding that SysAid is unable to process. This can be due to special characters or encoding used by the iPhone's email client that SysAid cannot interpret correctly. Here are the steps to troubleshoot and resolve this issue:
1. Check the email encoding settings in SysAid to ensure they are set to handle the encoding used by iPhones. Navigate to Settings > Integration > Email.
2. In the Outgoing Emails Settings section, set the Encoding field to 'utf-8'.
3. In the Content Type field, select 'HTML' from the drop-down list.
4. In the Content Charset field, enter 'utf-8'.
5. Save the changes and test by replying to a ticket from an iPhone to see if the error persists.
6. If the issue continues, consider using regular expressions to trim the body of the email message to remove any unsupported characters or strings. Navigate to the relevant section in SysAid to configure this.
We will continue troubleshooting with the ticketed opened in HD.
Have a nice day!
Hello ALexanderChr,
Steps 2, 3, and 4 are correct. We do not have anything identifiable in our emails to trim from. Is there anything else?
-Jesse
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