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Information field is shown as hex - HPOV SD 4.5 (SP15)

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Michael Gregor
Outstanding Contributor.

Information field is shown as hex - HPOV SD 4.5 (SP15)

Most of our service calls are sent in by e-mail. Sometimes (estimate 1 out of 200 service calls) the description field is shown as hexadecimal by HPOV SD, even if the corresponding SQL database entry is alphanumeric. Even the description field could be shown as hex.

This problem seems to occur more often with spam than "real" e-mail calls.

We have been unable to reproduce the problem, except when mails are bounced unchanged to HPOV.

Any suggestions will be very much appreciated :-)

Please see attachement.
3 REPLIES
Robert S. Falko
Acclaimed Contributor.

Re: Information field is shown as hex - HPOV SD 4.5 (SP15)

Michael,

If your description is in hex, but your title is not, then this is clearly a bug of which HP needs to take care.

If when your description is in hex your title is also always in hex, then it may be a bug, and it may be an encoding of the mail that OVSD does not know how to handle.

I suspect that there are four areas in which to look :

- is the message 7bit, quoted printable, or 64 bit hex encoded (or other)

- what is the original character set of the message, including double byte/single byte, etc.

- what is the MIME type of the message

- are there any attachments ?

By the way, are you able to decode the hex to understand what the originial text was?

Good luck,
Josh
Robert S. Falko
Acclaimed Contributor.

Re: Information field is shown as hex - HPOV SD 4.5 (SP15)

Michael,

I do not know if this thread is at all related to your issue, but it might be worth investigation: http://forums1.itrc.hp.com/service/forums/questionanswer.do?threadId=1079348

-Josh
Michael Gregor
Outstanding Contributor.

Re: Information field is shown as hex - HPOV SD 4.5 (SP15)

Hi Josh.

Yes we are able to decode the hex code. It is usually an innocent text message, containing nothing special. Usually there are no attachments.

Michael