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

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?