K1000 users with special characters in the name field are unable to open a ticket via email
A user with a special character in the name cannot open a ticket with service desk.
The email address itself contains the transliterated character but the name field contains a special character like the German umlauts äöü.
The user does not get any error message when he sends an email to the service desk, but the email does not trigger the creation of a ticket.
This is caused by a software defect, filed under K1-18709.
Engineering is working to fix this defect in a future version. Currently no ETA available.
As a workaround train the users to open a ticket using the web interface.
Engineering will fix the software defect in a future release.