I've recently noticed that some of the ticket submissions aren't sent to the slack.
I've noticed that in these cases I'm getting 400 curl error from slack. After further debugging I've noticed that osticket-plugin was trying to send an empty message there.
This was caused by encoding error silently thrown by json_encode, that was trying to encode incorrectly formatted utf-8 string.
Why there was an incorrectly formatted utf-8 string you may ask? Because of substr usage in format_text function that is limiting all messages sent to slack to 500 characters.
The problem is that substr is incorrectly handling multi-byte characters, that may be cut in half. If your ticket have had such multi-byte character around index 500 -> you've got an error.
Solution? Use mb_substr that should treat these string more gently, and don't them in half
clonemeagain
commented
4 years ago
I've recently noticed that some of the ticket submissions aren't sent to the slack.
I've noticed that in these cases I'm getting 400 curl error from slack. After further debugging I've noticed that
osticket-pluginwas trying to send an empty message there.This was caused by encoding error silently thrown by json_encode, that was trying to encode incorrectly formatted utf-8 string.
Why there was an incorrectly formatted utf-8 string you may ask? Because of
substrusage informat_textfunction that is limiting all messages sent to slack to 500 characters.The problem is that
substris incorrectly handling multi-byte characters, that may be cut in half. If your ticket have had such multi-byte character around index 500 -> you've got an error.Solution? Use
mb_substrthat should treat these string more gently, and don't them in half