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Incident text issues between AD and a external web page related to text encoding

Accepted answer
edited Jun 2, 2016 3:44PM in Integrations and APIs 1 comment


Hi everyone,
We have the Agent Desktop integrated with a different web site than CP, that works like an secundary portal.
In some cases, an agent can send an incident to that secundary portal, in order to the incident be solved by another sector.

There is an issue when the incident thread text is posted at that Portal. The words with special characters are posted wrongly.
The same occurs when the incident is updated from the secundary portal and after to this, the incident is readed in the Agent Desktop.
Can it solved setting a RightNow configuration? or this incident thread text encoding can be only handled from the external portal?

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