I have installed smartertrack on our server 2 years ago with IIS 7 as the web server. Lately, i found so many incoming spool eml files that never become ticket in our department. They were just have failed in their status and have no success when i do 'retry' action.
This issue also happen on creating ticket via API web services.
My first intuition, it is because of encoding problem on database/tables or maybe inside the application itself. I am using MySql v.5.5.3.x as the database and find out that bodytext/bodyhtml in a ticketmessages table have UTF-8 encoding. There are several our respondent send their message using 'emojis'/icon or stuff blended in their message. i am suggesting it should be use utf8mb4 as the encoding and utfmb4_unicode for the collation. But i believe others solution may applied to this problem.
in Diagnostics under setting, i have checked the Errors log and see this error as below :
Failed to add the message to ticket number 'xxx-xxxxxxxx-xxxx' Incorrect string value: '\xF0\x9F\x98\x80\xF0\x9F...' for column 'BodyHtml' at row 1 Incorrect string value: '\xF0\x9F\x98\x80\xF0\x9F...' for column 'BodyHtml' at row 1
Due to above error, message was not store on the database. This is also happen when create new ticket as well as add message to existing ticket.
The error always happen when there is strange character in the original message or in the 'Subject' of mail, but message/ticket with plain text or html format are working correctly.
We don't have plan to upgrade to version 13, since i have done fresh installation with this version but the problem is still there. Version 13 also still using UTF8 as the recommended encoding character.
We don't mind if 'emoji' or other chars are unreadable, but at least it should be store the rest of readable text to the database so agents can still read and not miss any single ticket. please fix this serious error really soon. Thank you