Importing data into ServiceNow using an outbound SOAP function via a MID Server causes two-byte utf-8 encoded characters to be displayed as two latin1 characters rather than the utf-8 character the two bytes represent, even when the XML header specifies the encoding as utf-8.

<?xml version="1.0" encoding="UTF-8"?>
<httpHeader name="Content-Type" value="text/xml; charset=utf-8"/>

For example, the name "Sälgsjön Bergtäkt" appears as "Sälgsjön Bergtäkt".

Those characters appear correctly when imported directly without using a MID Server. They also appear correctly when fetched with SoapUI.

Steps to Reproduce


These steps require the use of two ServiceNow instances.

  1. On one instance, update a problem record Short description with Swedish characters (such as ÅÄÖåäö). The characters appear correctly after the record has been saved.
  2. On a separate instance that has access to a MID Server, configure the MID Server to communicate with the first instance.
  3. On the second instance, create an outbound SOAP function that goes through the MID Server to query the problem table from the first instance: https://<instance>.service-now.com/problem.do?WSDL

Expected behavior: the short description in the SOAP response appears exactly as in the problem record

Actual behavior: the short description in the SOAP response appears differently than in the instance's problem record, two-byte utf-8 characters are displayed as two separate latin1 characters.



  1. On the system hosting the MID Server, edit <MID install directory>\conf\wrapper.conf 
  2. Add the following line to the file:  
    • wrapper.java.additional.10=-Dfile.encoding=UTF-8 
  3. Restart the MID Server.

Related Problem: PRB627408

Seen In

Eureka Patch 10
Eureka Patch 2
Eureka Patch 4 Hot Fix 1
Eureka Patch 8
Fuji Patch 2 Hot Fix 1
Fuji Patch 3

Fixed In


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Article Information

Last Updated:2015-09-21 10:44:31