Known limitations

The feature on the support page to start an email request is using the MAILTO protocol of the browser/operating system. This sends the details of an email to the user-configured default email application via a URL string.

Different browsers support different maximum lengths for URL strings. Internet Explorer supports 2,048 characters, and other browsers such as Google Chrome, Firefox, Safari, and Microsoft Edge support about 80,000. However, the MAILTO function is limited by a combination of the operating system, browser, and email application. For example, a combination of Windows 10 operating system, Google Chrome browser (v122), and Outlook 365 email application limits characters to about 2,000 (as of March 2024).

As Chinese and Japanese contain non-ASCII characters, the email subject and body need to be encoded to be used in the MAILTO URL which leads to about three times the size. The 2,000 character limit is, hence, reached quickly.
ASCII-based languages also need encoding for whitespace and special characters, which also increases the character count.

If the character limit for the operating system, browser and email application is exceeded, the email client will not open a new email when the user clicks on the button on the support page. In order to prevent this, the email subject and body must be configured to be as short as possible to fit into the 2,000 characters.
The length can be tested by using the JavaScript function encodeURIComponent(string) to encode the subject and body and then check the length of the resulting string.

The MAILTO link includes the recipient’s email address (helpdesk), the subject and the body which must be considered in character limit.

Currently, there aren’t automated load tests performed. This causes that the required quotas for core-quota are estimated by the development team and might be less accurate.

During the database migration on Oracle databases, the used migration tool, Entity Framework, logs an empty string as database name. E.g., "Migrating on database '' on server '<connection string>'". The Oracle connection string does not include a database name; instead, it uses the "service name" or "system identifier," which may explain why the log shows an empty database name. This seems to be an issue in the migration tool and does not imply a misconfiguration.

When updating the Frame Ancestor CSP values in the deployment configuration, all users need to clear the browser cache to apply the changes. This is because the browser caches the CSP values and does not re-fetch them on every request. Please refer to the browser documentation on how to clear the caches.

If Web Push Notifications do not work, this can have various causes. In the case that they work on an environment with e.g. Chrome, but not in Firefox, it could be that Service Workers are disabled. To check that, open Firefox and type about:config in the address bar. Search for dom.serviceWorkers.enable and make sure it is set to true. If it is set to false, enable it. Further information can be found in the Firefox Documentation.