I recently upgraded our old 3.6.7 instance to 4.0.7 (Debian package).
Almost immediately, our helpdesk staff were moaning at me about the lack of
some features they had got used to in the old version. Looking at the
ticket screen, it looks to me like the message box for the comment/reply is
no longer a standard text box but some kind of specialist window.
The issues they have encountered so far are :-
Built-in browser spell checker no longer works
Copying and pasting into the box seems to keep html formatting, so large
text, images etc are being added when all they want really is a plain text
input
Entering some text into the message box, hitting the back button on the
browser, reading that page, hitting forward again to return to the ticket
screen, will cause the page to reload, rather than keep the text added
before the back/forwards operation.
I get the feeling that this message box is a reasonably big change to our
old RT version, so can anyone point me in the direction of some
documentation that would help me understand how to control this. I would
imagine that i could clear up all the issues with this message box very
quickly once I understood how to control it.
I recently upgraded our old 3.6.7 instance to 4.0.7 (Debian package).
Almost immediately, our helpdesk staff were moaning at me about the lack of
some features they had got used to in the old version. Looking at the
ticket screen, it looks to me like the message box for the comment/reply is
no longer a standard text box but some kind of specialist window.
Built-in browser spell checker no longer works
Copying and pasting into the box seems to keep html formatting, so large
text, images etc are being added when all they want really is a plain text
input
Entering some text into the message box, hitting the back button on the
browser, reading that page, hitting forward again to return to the ticket
screen, will cause the page to reload, rather than keep the text added
before the back/forwards operation.
I get the feeling that this message box is a reasonably big change to our
old RT version, so can anyone point me in the direction of some
documentation that would help me understand how to control this. I would
imagine that i could clear up all the issues with this message box very
quickly once I understood how to control it.
The message box is called CKEditor, they have their own docs if you
google.
They actually want all the functionality they used to have. The message box
seems to be getting in the way of it.
I can see how the RichText setting could influence the html stuff getting
pasted in, so I will try that, but having the ability to let the browser
spell checker work again, and be able to navigate away and back to the
ticket page and still have their text intact is a major need for them.
Hi, this doesn’t address the underlying question of how to change the MSG box, but if you’re using Firefox you can use the Lazarus plugin to “raise your text from the dead” in the scenario you describe. You need to toggle the box into plain text mode to get the right-click Lazarus restore option. After this you can toggle it back to HTML if you want. This toggle is one of the buttons on the wysiwyg Comment box control sorry can’t remember which one right now!
Chris Herrmann
Far Edge
+612 84251400
+614 03393309
Having played with the options available to each user, turning of the WYSIWYG
editor has certainly helped a lot.
By reverting to a more normal text box, spell checking is now working again
(browser functionality), and plain text is now the default for adding text,
so no unnecessary html input is taking place.
Pretty happy users again.
However, there is still the problem of traversing away and then back to the
ticket page - the message box reverts back to the original content, and any
text that may have been entered has been lost.
Is there anything that is different about the rendering of the tickets page
in 4.0.7 compared to 3.6.7 that will stop this from working ?
Having played with the options available to each user, turning of the WYSIWYG
editor has certainly helped a lot.
By reverting to a more normal text box, spell checking is now working again
(browser functionality), and plain text is now the default for adding text,
so no unnecessary html input is taking place.
spell checking actually works fine with CKEditor. If your browser
can’t do as-you-type checking (Chrome and Safari work for me), then
holding down option or alt while right clicking always brings up the
browser menus.
However, there is still the problem of traversing away and then back to the
ticket page - the message box reverts back to the original content, and any
text that may have been entered has been lost.
Is there anything that is different about the rendering of the tickets page
in 4.0.7 compared to 3.6.7 that will stop this from working ?
Sounds like a local customization that you didn’t forward port.
RT has never had something that saves content in the manner you
describe.
