Ticket subject issue

[erick.oliveira]

Script URL:
Version of script: 3.4.1
Hosting company:
URL of phpinfo.php:
URL of session_test.php:
What terms did you try when SEARCHING for a solution:

Write your message below:

After updating Hesk to 3.4.1 version, some Portuguese words like "Empréstimo" and "Permissão" are cutvoff when Hesk creates the ticket converting from e-mail.

Example: E-mail subject "Empréstimo 123", Hesk creates a ticket with subject "imo 123".
E-mail subject "Permissão", Hesk creates a ticket with subject "issão"

I already tested English (default) and pt_BR language pack.

Thank you in advance.

[Klemen]

Can you send a sample email that causes you trouble to pop3test AT hesk DOT com and I will test it here?

Also, what version of PHP are you running? It would help to see that and what extensions you have by uploading a phpinfo file to your server:
viewtopic.php?f=13&t=138

[erick.oliveira]

E-mail sent:

Subject: permissão
Erick Oliveira
Seg, 10/10/2022 16:33
Para:Ticket TI
teste

--------------------------------------------------------------------------------------------------

Open Ticket:

[#4WA-5NZ-TWXP] Novo chamado: issão
Ticket TI
Seg, 10/10/2022 16:35
Para:Erick Oliveira
Olá,

Um novo chamado foi aberto por Erick Oliveira com o título issão.

Código de identificação: 4WA-5NZ-TWXP
Número do Chamado: 20453

Mensagem:
teste

--------------------------------------------------------------------------------------------------

PHP Version 7.2.8


Let me know if you need more informations.

[Klemen]

Send the exact email message to pop3test AT hesk DOT com so I can test it, do not copy/paste it here.

[erick.oliveira]

Ok, email sent.

[Klemen]

Try this:

1. download this file: https://hesk.com/extras/hesk3/hesk341_c ... 59-1-2.zip
2. upload the "common.inc.php" inside to your Hesk "inc" folder (overwrite existing file)
3. test

[erick.oliveira]

Is it possible to send the file with ".7z" or ".rar" extension? Windows OS is marking the file as invalid.

Or send the text and I make the ".php" file.

[Klemen]

Looks like there was a problem with the upload, try this:
https://hesk.com/extras/hesk3/hesk341_c ... 59-1-2.zip

[erick.oliveira]

I've overwritten the file and it looks like the problem was solved. I'll wait until next week and give you a feedback.

Very thank you for the support.

[erick.oliveira]

Just giving a feedback, the new file solved the problem.

Thank you so much.

[Klemen]

Thanks for the update, glad that solved it

[wed]

Great THX KLEMEN it's solve our problem

[xxddgert]

@Klemen
Hi, this fix helped with Sweden language as well, thanks. But I have a few questions tho:
1. Do you plan to include this fix in next hesk release?
2. If I understood correctly, we need to insert our url key there. Can it be referenced from settings somehow, without need of hardcoding it there? Or jwe can just live it for now and with next release it will be fixed in proper way without hardcoding?
Thanks in advance!

[Klemen]

Yes, this fix will be included in the next update.

The URL key is only needed if you run the fetching script from the browser. Normally, you would run it from Cron and there is no need to add it there. See the steps again here:
https://www.hesk.com/knowledgebase/?article=91

[Klemen]

Fix included in Hesk 3.4.2