Rich editor not present after upgrade from 4.2.0 - 4.2.7

RT Users
1

Hi All.

Today I upgraded our RT installation from 4.2.0 to 4.2.7. Most things are
working as expected, however for some reason the rich text editor is not
available anymore.
New tickets and reply’s default to text only.

I have tested the following:

  • checked that my account is set to use the WYSIWYG editor and the system
    wide parameter “MessageBoxRichText” is set to 1.

  • checked if any JavaScript errors or similar is thrown on the pages, but
    no issues there.

  • Cleared the Mason cache and restarted Apache (I assume this is also done
    as part of the upgrade, so was more of a try something attempt).

I have tried to search the mailing list to see if other people have
experienced something similar, which doesn’t seem to be the case.

Hopefully someone has an idea on what could be causing this.

Best Regards
Danny

2

Today I upgraded our RT installation from 4.2.0 to 4.2.7. Most things are
working as expected, however for some reason the rich text editor is not
available anymore.
New tickets and reply’s default to text only.

Please be more specific about the failure mode.
Do you see a grey box and can’t type or do you get a normal box.
What browsers?

  • Cleared the Mason cache and restarted Apache (I assume this is also done as
    part of the upgrade, so was more of a try something attempt).

This is generally the common failure mode.
If you’ve eliminated RT and browser cache, go looking for local
modifications and plugins that you’ve made or installed.

-kevin

3

Hi Kevin.

Thanks for the suggestions and for pointing me in the right direction.

I did some further investigation and traced it down to an old customization
I had done to var/local/html/Elements/MessageBox. After deleting the file
the rich text editor is back again.

Best regards,

Danny Jonstrup Krøger

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Facebo http://www.altapay.com/ok: Redirecting... Tue, Sep 16, 2014 at 4:22 PM, Kevin Falcone falcone@bestpractical.com wrote:

On Mon, Sep 15, 2014 at 11:30:12PM +0200, Danny Krøger wrote:

Today I upgraded our RT installation from 4.2.0 to 4.2.7. Most things are
working as expected, however for some reason the rich text editor is not
available anymore.
New tickets and reply’s default to text only.

Please be more specific about the failure mode.
Do you see a grey box and can’t type or do you get a normal box.
What browsers?

  • Cleared the Mason cache and restarted Apache (I assume this is also
    done as
    part of the upgrade, so was more of a try something attempt).

This is generally the common failure mode.
If you’ve eliminated RT and browser cache, go looking for local
modifications and plugins that you’ve made or installed.

-kevin

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RT Training - Boston, September 9-10
http://bestpractical.com/training