Re: [rt-users] Rich text editor disabled after update to 4.2.4
You can inspect that file with some web-developement tool in your browser, look on the given line 2403 and then try to identify the .js file from where that line originate (squished .js file contains all .js files that RT uses, merged together). This should help you figure out to what is this property attached. btw RT_SiteConfig.pm Set($MessageBoxRichTextHeight, 400); -mJ From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Robert Shaker Sent: Tuesday, May 20, 2014 8:01 PM To: rt-us...@bestpractical.com Subject: Re: [rt-users] Rich text editor disabled after update to 4.2.4 Also, the chrome console reveals this, which I did not notice before. event.returnValue is deprecated. Please use the standard event.preventDefault() instead. Uncaught TypeError: Cannot read property 'MessageBoxRichTextHeight' of undefined squished-884af658b44cdd5c585766ea0a0518ba.js:2403 From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Robert Shaker Sent: Tuesday, May 20, 2014 1:51 PM To: rt-us...@bestpractical.com Subject: [rt-users] Rich text editor disabled after update to 4.2.4 Hello mailing list, I have updated my RT installation to 4.2.4 just this Friday, and now we have noticed that the rich text editor seems to no longer be working. When I reply to a ticket it shows the quoted text like before, but now it is a garbled mess of HTML as it is not translating properly. Does anyone have any idea what's going on? Thank you, Bob Shaker | Co-op IT analyst Arden Companies | Bombay Outdoors 30400 Telegraph Rd, Suite 200, Bingham Farms, MI 48025 http://www.ardencompanies.com/ ArdenCompanies.com http://bombayoutdoors.com/ BombayOutdoors.com cid:image001.jpg@01CF49DF.644DF900 _ ARDEN A Global Company Celebrating over 50 years of making your life more comfortable! This message may contain confidential and/or privileged information. If you are not the addressee or authorized to receive this for the addressee, you must not use, copy, disclose, or take any action based on this message or any information herein. If you have received this message in error, please advise the sender immediately by reply e-mail and delete this message. This OUTBOUND E-mail and Document(s) has been scanned by an Antivirus Server. _ ARDEN A Global Company Celebrating over 50 years of making your life more comfortable! This message may contain confidential and/or privileged information. If you are not the addressee or authorized to receive this for the addressee, you must not use, copy, disclose, or take any action based on this message or any information herein. If you have received this message in error, please advise the sender immediately by reply e-mail and delete this message. This OUTBOUND E-mail and Document(s) has been scanned by an Antivirus Server. -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] Unable to paste into Rich Text Editor since upgrading to RT 4.2.4
I have seen this when users are copying text from some MS app (like Misrosoft Outlook) on Windows OS with shortcut CTRL+C and pasting with CTRL+V. The clipboard contains a lot of MS formating data that RT doesnt like. When they use shortcut CTRL+SHIFT+V, then plain text is pasted and it works OK. From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Jan Kurianski Sent: Saturday, May 17, 2014 12:58 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] Unable to paste into Rich Text Editor since upgrading to RT 4.2.4 Since upgrading to RT 4.2.4, users are unable to paste into the rich text editor. Only bothered to reproduce this with Google Chrome on a Mac, as the error indicates that the problem is browser-wide. Steps to reproduce: 1. Ensure your configuration has the Rich Text Editor enabled. 2. Reply to any ticket (or compose a new ticket). 3. Click on the text editor to give it focus. 4. Paste, using keyboard shortcut. What happens: Nothing. What is expected: Text from the clipboard appears in the editor. Chrome shows the following errors in the console (where https://redacted/rt is the root of my RT site): GET https://redacted/rt/Ticket/plugins/pastefromword/filter/default.js?t=D08E 404 (Not Found) squished-884af658b44cdd5c585766ea0a0518ba.js:3325 Uncaught TypeError: undefined is not a function squished-884af658b44cdd5c585766ea0a0518ba.js:4040 The dynamic GET originates from this file (when un-squished): /opt/rt4/share/static/RichText/ckeditor.js CKEDITOR.getUrl(a.config.pasteFromWordCleanupFile||d+filter/default.js) A hacky patch that solves the problem for me: /opt/rt4/share/static/RichText/config.js 47a48,50 // Since ckeditor is always used from an /rt/Controller, use '../' to get back to the RT root directory. config.pasteFromWordCleanupFile = '../static/RichText/plugins/pastefromword/filter/default.js'; Cheers, Jan -- RT Training - Dallas May 20-21 http://bestpractical.com/training
[rt-users] passing requests - change gueue or make links
How do you implement the principle of passing requests(tickets) between departments? Let's say we've got departments like this 1) help-desk 2) radio networks 3) network operations center Customer contacted help-desk. Help-desk is not able to resolve this so they need to pass this request to the radio networks department. Radio department will change for example some frequency and in order to finish their job they need some cooperation from the NOC department. Finally the costumer needs to be informed by help-desk about the resolution. In every request to a different department for this specific ticket the options are: 1) the user will change the ticket's queue according to a desired department 2) the user will create a new ticket with queue according to a desired department and make the link (referred to by) between this two tickets Both options have pros and cons regarding to transparency of workflow, implementing SLAs for diff queues, number of tickets, user friendliness, reporting demands etc.. Just need your opinions - experiences. thanks and regards Martin -- RT Training in New York, October 8th and 9th: http://bestpractical.com/training
