Accented letters not behaving properly.

[ethal]

When we attempt to type names (users) which contain accented letters, they do not resolve. For example, if a tech is filling in an Incident form for one of our Paris office users, and that name contains one or more accents, the name does not appear from the pop-up menu of matching names. Instead, we have to click on the magnifying glass located by the user field, then search using only the letters preceeding the accented letter. Sometimes, we have to specify the first name instead as the last name may have accents on the first or second letter. Of course, if the first name is a common one, then we have even more difficulty locating the user. This has been causing much hardship for our technicians.

Has anyone else encountered this issue? Was there a work-around or solution which was identified?

Thanks.

P.S. When we don locate the name, it initially appears with additional unwanted characters. This can make it look like gibberish. Only upon saving the ticket does the name appear as desired.

[#2]

If you type in the first few characters of the name, sufficient that the accented name appears in the drop down beneath the field but isn't an exact match, do the accents show up properly down below?

There was a bug (since fixed) where did didn't display a lot of unusual characters (anything outside the 7 bit asci) correctly down in that area. Trying to figure out of these are related.

When I do this on current source, it seems to work fine for me. For example, I created a user named:

Abcí‹asdasd Manager

And was able to type past the í‹ successfully.

So it looks like it's fixed in current source (the July 5th release), but it'd be nice to know for sure. Would you mind trying to see if you could replicate the problem on /demo?

[ethal]

[ATTACH]24[/ATTACH]

I have attached a screenshot. If we type the preceeding letters, the name appears, but has additional unwanted characters.

[#4]

This looks like the bug I was thinking of.

Could you try to see what happens if you create a user with that name on /demo and attempt to auto complete their name?

My theory of the crime is that this has already been fixed and it will work properly on /demo (and it'll hence work properly on your instance as of July 5th).

[ethal]

I logged onto http://www.service-now.com/demo/ and created a user with the last name of "Oyhénart". When I then typed the first three letters of the last name within a new Incident ticket, the full user name appeared without error. When I typed the fourth letter, however, the name disappeared. This is because the fourth letter contains an accent. Is it possible to setup functionality so that it recognizes letters regardless of whether they are accented? Otherwise, the main issue will persist.