Bizzare effects when letters are created via a CASE...

CRM 5.0
Our production CRM system is periodically copied into our regression system.
Sometime in late October it was noted that all apostrophe (') characters we being replaced by hash (#) characters when any letter was produced as part of a Case run. Letters produced by a Case are displayed as PDF documents in the WebIC, where as regular letters are displayed as Word docs. Anyway, taking a particular service ticket containing a letter created via the Case run I can attempt to view it in the Regression system, but it simply will not display. However, the same letter against the same service ticket does display in the Production system, although the Hash characters are being displayed instead of apostrophe characters.
If I a create a new letter in the Regression via a Case run it produces a letter which displays apostrophe's perfectly. But any new letters created in the same way within the Production system still show hashes in the letters.
To me it sounds like an OSS note has been applied to Production but not to Regression, however, if that were true QAS and Development would have the same problem as the OSS Notes would have to first be tested in them, but both QA and DEV displapostrophe's fine the Case letters.
I should add that any e-mails created as part of the same CASE run are sent out perfectly in both our production and regression environment so the problem only seems to affect letters. I was wondering if maybe the default printer settings might affect this in some way as I'm sure that when HTML is output by Smartforms it problems uses an alternative printer, maybe.
Has anyone encountered anything like this before?.
Gary King
Edited by: Gary King on Nov 30, 2009 1:15 PM

It would seem that the two senior agents do not have the right authority and this is somehow affecting the Case letters. We know this as other agents have produced Case letters and the apostrophe's have been displayed in the letters.

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