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    Mike Morris
    Accented Characters in Email Addresses Causing Rejection by...
    Topic posted February 6, 2015 by Mike MorrisRed Ribbon: 250+ Points 
    310 Views, 8 Comments
    Title:
    Accented Characters in Email Addresses Causing Rejection by SOAP API
    Content:

    When one of our SOAP integrations tries to create a contact record in RightNow where the email address contains an accented character (example: 'áccented@domain.com'), the creation fails and the following error message is returned:

    Pattern does not match: value 'áccented@domain.com'' does not match pattern '^((([-_!#$%&'*+/=?^~`{|}\w]+([.][-_!#$%&'*+/=?^~`{|}\w]*)*)|("[^"]+"))@[0-9A-Za-z]+([\-]+[0-9A-Za-z]+)*(\.[0-9A-Za-z]+([\-]+[

    I remember there being a configuration setting that determined the valid email address format (which I think may be hidden now), but I also remember there being an issue that we ran into at my previous company where the SOAP API didn't leverage that config setting anyway. When I attempt to create a contact manually in the agent console with the email address above, I'm able to do it successfully.

    Has anyone else run into this?  Is it possible that the API just doesn't support non-latin characters?

    Version:
    August 2014

    Comment

     

    • Allan Schrum

      There is a configuration setting that allows a regular expression to be used to override the default validation. Unfortunately, this is only available in the Agent Desktop for use within the Agent Desktop.

      Regards,

      -Allan

    • Mike Morris

      Thanks for the response, Allan.  So, is that another way of saying that the SOAP API only uses the default validation, and therefore does not support accented characters / non-Latin characters?  If so, are there any plans to add that support, as major email providers such as Google/Gmail are doing so (see link below), and there will be an increasing number of email addresses in the user community that RightNow (Oracle Service Cloud) apparently can't handle in it's API?  Is there any kind of workaround in the meantime?

      http://www.zdnet.com/article/gmail-to-support-accented-and-non-latin-characters/

      Thanks,

      Mike

    • Allan Schrum

      Yes.  smiley

      This is an active topic (consistent, unified validation) that is being discussed. Unfortunately, with how this type of validation occurs, there is no workaround. If an idea comes up I'll have it posted, but for now it remains a problem.

      Regards,

      -Allan

    • Mike Morris

      Is there any schedule set (even tentatively) for when the SOAP API will be updated to support accented / non-Latin characters?

    • Mike Morris

      One other question - does the SOAP API supported accented characters in other fields?  For example, can text containing accented characters be posted into an incident note thread through the API?

    • Allan Schrum

      Yes. UTF-8 characters are supported (up to 3-byte UTF-8 characters, 4-byte UTF-8 characters are not supported).

      Regards,

      -Allan

    • Mike Morris

      Another question on this topic: Are accented characters in email addresses supported in other functions of the product?  Specifically:

      1. Forms in Customer Portal (Ask A Question, Chat Launch, etc.). Note: We are still using CP v2
      2. Techmail (will an email received from an email address containing an accented character be rejected?)
      3. APIs other than the SOAP API?

      Thanks,

      Mike

    • venkata balla

      Hello Mike,

         Accented characters are supported in CP.

      Thanks

      Venkata