[otrs] Replace the rich editor with TinyMCE (Michiel Beijen)

Jan.Dreyer at bertelsmann.de Jan.Dreyer at bertelsmann.de
Thu Jul 28 07:58:18 GMT 2011


Hi Philippe,

you won't by chance publish a diff/patch/howto for your modifications?!

Regards
Jan Dreyer


-----Ursprüngliche Nachricht-----
Von: otrs-bounces at otrs.org [mailto:otrs-bounces at otrs.org] Im Auftrag von Martignier, Philippe
Gesendet: Donnerstag, 28. Juli 2011 09:32
An: otrs at otrs.org
Betreff: Re: [otrs] Replace the rich editor with TinyMCE (Michiel Beijen)

Hello Michiel

The issues I got happen in the precise following case:

An agent is copying and pasting some text, tables from different sources (web, stand-alone applications).
When submitting the text everything seemed ok, but when we got the reply with our response below, we can see that there are some fonts that are bigger than others and other formatting stuff like this.

We implemented a modify function that allows us to modify every article in a ticket, so I am able to go back to this article with mixed fonts, modify, put in html mode and pick the code .. there I can see that there is a big mess with html (being imported from the copying-pasting stuff)

The problem with the editors used by OTRS is that there are not WYSIWYG.

TinyMCE is WYSIWYG so it solves my problem.

I finally succeed in installing this new editor, everything works fine and I have a plenty of new functions like fullscreen, preview, print, ... The only thing I need to arrange is about the spellchecker.

Hope it helps :)

Message: 2
Date: Mon, 25 Jul 2011 18:17:03 +0200
From: Michiel Beijen <michiel.beijen at gmail.com>
Subject: Re: [otrs] Replace the rich editor with TinyMCE
To: "User questions and discussions about OTRS." <otrs at otrs.org>
Message-ID:
        <CABD0r12wROL7AxXRE8FQkMaznVtBcv+JsCN=MThE_T1zLvWayA at mail.gmail.com>
Content-Type: text/plain; charset=UTF-8

Out of curiosity, what kind of issues did you have with the FCKEditor?
 OTRS V3 has "CKEditor" which is a newer version of the old FCKEditor but obviously it might have some of the same issues.

On Mon, Jul 25, 2011 at 16:03, Martignier, Philippe <Philippe.Martignier at wipo.int> wrote:
> Hi Martin,
>
> Many thanks for your quick answer. I am an old developer (Cobol, MS-Access, ...) but am not afraid to go into code.
>
> So I think I have to remove the code about the default editor and put the one of tinyMCE (provided by them) instead?
>
> And I just place the files in \var\httpd\htdocs\js where there is the fckeditor ?
>
> Will look at your example !
>
> Philippe
>
> Message: 2
> Date: Mon, 25 Jul 2011 15:08:16 +0200
> From: Martin Edenhofer <martin at edenhofer.de>
> Subject: Re: [otrs] Replace the rich editor with TinyMCE
> To: "User questions and discussions about OTRS." <otrs at otrs.org>
> Message-ID: <BEE92E5E-3BAD-4E29-B722-E361BC5552CB at edenhofer.de>
> Content-Type: text/plain; charset="us-ascii"
>
> Hi Philippe,
>
> it's not planned, but yes, you can replace the RTE. The file which you need to change is Kernel/Output/HTML/Standard/RichTextEditor.dtl (you need to have developer skills to do the replacement).
>
> As another example of RTE replacement see http://edenhofer.de/p/aloha-editor/ (OTRS 3 with Aloha Editor "beta" - http://www.aloha-editor.org/).
>
> ?-Martin
>
> http://edenhofer.de/
>
> On 25.07.2011, at 14:36, Martignier, Philippe wrote:
>
>> Hi there,
>>
>> I have several issues using OTRS 2.4.8 about copy and paste with html tags.
>>
>> It seems that TinyMCE is a better editor than the one used by default 
>> in OTRS. (I tried also the one in OTRS 3.0 but it is the same as 
>> before just with a new look)
>>
>> My questions:
>>
>> 1) is it possible to change this rich text editor with another one?
>>
>> 2) where and what file(s) to modify? I imagine there is a call to a 
>> javascript with the text field in parameter
>>
>> Thanks for any help,
>>
>> Philippe
>>
>> Philippe Martignier
>> Communications Division
>> Customer Service Center
>> Email : Philippe.Martignier at wipo.int
>> Phone : 00 41 022 338 72 36
>> Building : NC
>> Office : 3, 316
>>
>>
>> World Intellectual Property Organization Disclaimer:
>>
>> This electronic message may contain privileged, confidential and 
>> copyright protected information. If you have received this e-mail by 
>> mistake, please immediately notify the sender and delete this e-mail 
>> and all its attachments. Please ensure all e-mail attachments are 
>> scanned for viruses prior to opening or using.
>
> -------------- next part -------------- An HTML attachment was 
> scrubbed...
> URL: 
> <http://lists.otrs.org/pipermail/otrs/attachments/20110725/77f52fed/at
> tachment.html>
>
> ------------------------------
>
> ---------------------------------------------------------------------
> OTRS mailing list: otrs - Webpage: http://otrs.org/
> Archive: http://lists.otrs.org/pipermail/otrs
> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
>
> End of otrs Digest, Vol 34, Issue 131
> *************************************
>
> World Intellectual Property Organization Disclaimer:
>
> This electronic message may contain privileged, confidential and 
> copyright protected information. If you have received this e-mail by 
> mistake, please immediately notify the sender and delete this e-mail 
> and all its attachments. Please ensure all e-mail attachments are 
> scanned for viruses prior to opening or using.
> ---------------------------------------------------------------------
> OTRS mailing list: otrs - Webpage: http://otrs.org/
> Archive: http://lists.otrs.org/pipermail/otrs
> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
>


------------------------------

Message: 3
Date: Mon, 25 Jul 2011 16:55:16 -0500
From: Jay Coleman <jlc at dalelands.org>
Subject: [otrs] Duplicate event notifications
To: "User questions and discussions about OTRS." <otrs at otrs.org>
Message-ID: <4E2DE644.9030803 at dalelands.org>
Content-Type: text/plain; charset=ISO-8859-1; format=flowed

We have an event notification for "ArticleCreate" to send a note to a user group ("IT"), that is sending 2 identical notices every time.  We have turned of all the notifications under the agent profiles.

In the logs, I get things like this:

Jul 25 16:34:48 joxer OTRS-CGI-10[18708]:
[Notice][Kernel::System::Ticket::Article::ArticleSend] Sent email to 'CUSTOMER at ADDRESS' from 'ITSupport System <SUPPORT at ADDRESS>'.
HistoryType => SendAnswer, Subject => Re: [Ticket#2011072210000013] [IT Support] Jet Training; Jul 25 16:34:49 joxer OTRS-CGI-10[18708]:
[Notice][Kernel::System::Ticket::Event::NotificationEvent::_SendNotification]
Sent agent 'Customer Updated Ticket - To IT Group' notification to 'PERSON at ADDRESS'.
Jul 25 16:34:49 joxer OTRS-CGI-10[18708]:
[Notice][Kernel::System::Ticket::Event::NotificationEvent::_SendNotification]
Sent agent 'Customer Updated Ticket - To IT Group' notification to 'PERSON2 at ADDRESS'.
Jul 25 16:34:49 joxer OTRS-CGI-10[18708]:
[Notice][Kernel::System::Ticket::Event::NotificationEvent::_SendNotification]
Sent agent 'Customer Updated Ticket - To IT Group' notification to 'PERSON3 at ADDRESS'.
Jul 25 16:34:50 joxer OTRS-CGI-10[18708]:
[Notice][Kernel::System::Ticket::Event::NotificationEvent::_SendNotification]
Sent agent 'Customer Updated Ticket - To IT Group' notification to 'PERSON at ADDRESS'.
Jul 25 16:34:50 joxer OTRS-CGI-10[18708]:
[Notice][Kernel::System::Ticket::Event::NotificationEvent::_SendNotification]
Sent agent 'Customer Updated Ticket - To IT Group' notification to 'PERSON2 at ADDRESS'.
Jul 25 16:34:50 joxer OTRS-CGI-10[18708]:
[Notice][Kernel::System::Ticket::Event::NotificationEvent::_SendNotification]
Sent agent 'Customer Updated Ticket - To IT Group' notification to 'PERSON3 at ADDRESS'.

The PERSON at ADDRESS bits are to clean the log of email addresses.
PERSON at ADDRESS is one person, PERSON2 at ADDRESS is a second person, and so on.

An ideas on how I can track down why it is sending duplicates?

Thanks,
Jay


------------------------------

Message: 4
Date: Mon, 25 Jul 2011 18:47:22 -0400
From: Gerald Young <crythias at gmail.com>
Subject: Re: [otrs] Duplicate event notifications
To: "User questions and discussions about OTRS." <otrs at otrs.org>
Message-ID:
        <CAKk-oU+VOwNtZTS_Bt9ApT2LEK6g3ft0ZcH1acW3PX12UsZY+g at mail.gmail.com>
Content-Type: text/plain; charset="iso-8859-1"

Since it's a NotificationEvent, start there.

On Mon, Jul 25, 2011 at 5:55 PM, Jay Coleman <jlc at dalelands.org> wrote:

> We have an event notification for "ArticleCreate" to send a note to a 
> user group ("IT"), that is sending 2 identical notices every time.  We 
> have turned of all the notifications under the agent profiles.
>
> In the logs, I get things like this:
>
> Jul 25 16:34:48 joxer OTRS-CGI-10[18708]: 
> [Notice][Kernel::System::**Ticket::Article::ArticleSend]
> Sent email to 'CUSTOMER at ADDRESS' from 'ITSupport System <SUPPORT at ADDRESS>'.
> HistoryType => SendAnswer, Subject => Re: [Ticket#2011072210000013] 
> [IT Support] Jet Training; Jul 25 16:34:49 joxer OTRS-CGI-10[18708]: 
> [Notice][Kernel::System::** 
> Ticket::Event::**NotificationEvent::_**SendNotification] Sent agent 
> 'Customer Updated Ticket - To IT Group' notification to 'PERSON at ADDRESS'.
> Jul 25 16:34:49 joxer OTRS-CGI-10[18708]: [Notice][Kernel::System::** 
> Ticket::Event::**NotificationEvent::_**SendNotification] Sent agent 
> 'Customer Updated Ticket - To IT Group' notification to 'PERSON2 at ADDRESS'.
> Jul 25 16:34:49 joxer OTRS-CGI-10[18708]: [Notice][Kernel::System::** 
> Ticket::Event::**NotificationEvent::_**SendNotification] Sent agent 
> 'Customer Updated Ticket - To IT Group' notification to 'PERSON3 at ADDRESS'.
> Jul 25 16:34:50 joxer OTRS-CGI-10[18708]: [Notice][Kernel::System::** 
> Ticket::Event::**NotificationEvent::_**SendNotification] Sent agent 
> 'Customer Updated Ticket - To IT Group' notification to 'PERSON at ADDRESS'.
> Jul 25 16:34:50 joxer OTRS-CGI-10[18708]: [Notice][Kernel::System::** 
> Ticket::Event::**NotificationEvent::_**SendNotification] Sent agent 
> 'Customer Updated Ticket - To IT Group' notification to 'PERSON2 at ADDRESS'.
> Jul 25 16:34:50 joxer OTRS-CGI-10[18708]: [Notice][Kernel::System::** 
> Ticket::Event::**NotificationEvent::_**SendNotification] Sent agent 
> 'Customer Updated Ticket - To IT Group' notification to 'PERSON3 at ADDRESS'.
>
> The PERSON at ADDRESS bits are to clean the log of email addresses.
>  PERSON at ADDRESS is one person, PERSON2 at ADDRESS is a second person, and 
> so on.
>
> An ideas on how I can track down why it is sending duplicates?
>
> Thanks,
> Jay
> ------------------------------**------------------------------**------
> --- OTRS mailing list: otrs - Webpage: http://otrs.org/
> Archive: 
> http://lists.otrs.org/**pipermail/otrs<http://lists.otrs.org/pipermail
> /otrs> To unsubscribe: 
> http://lists.otrs.org/cgi-bin/**listinfo/otrs<http://lists.otrs.org/cg
> i-bin/listinfo/otrs>
>
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.otrs.org/pipermail/otrs/attachments/20110725/d8711e8d/attachment-0001.html>

------------------------------

Message: 5
Date: Mon, 25 Jul 2011 18:51:45 -0700
From: "Robert Woodworth" <robertw at a10networks.com>
Subject: [otrs] making sysconfig work from web gui
To: "'User questions and discussions about OTRS.'" <otrs at otrs.org>
Message-ID: <059a01cc4b36$93417700$b9c46500$@com>
Content-Type: text/plain;       charset="us-ascii"

I finally got this thing up and working with OTRS3 on Ubuntu10.

Incoming mail created tickets in the raw queue.
Im happy about that.

2 more problems:

First, how do I use the "sysconfig" option from the web gui ?
When I click on it, I get this:

SysConfig
Result
Please enter a search term to look for settings.
Powered by OTRS 3.0.9


Where am I supposed to enter a search string?
There isn't any place I can find.

Other problem:
I can manually send mail, no problem, but OTRS cant.
No errors in the mail log, in fact no mention that it even tried in the mail log.

Im running postfix with sasldb authentication.
As I said, mail works from command line.

I must have missed something in the OTRS config?




------------------------------

Message: 6
Date: Tue, 26 Jul 2011 09:04:35 +0200
From: Michiel Beijen <michiel.beijen at gmail.com>
Subject: Re: [otrs] Duplicate event notifications
To: "User questions and discussions about OTRS." <otrs at otrs.org>
Message-ID:
        <CABD0r132-FzFjbtcXn4zT7bth69LOSuoMMhUHbp-KHfavgXKNA at mail.gmail.com>
Content-Type: text/plain; charset=UTF-8

Hi Jay, could it be that Person1 and Person2 are in two groups?
There's a current bug report open for the event based module that if a
Person1 has more then one permission group (say Group A and Group B), and you create an event based notification for Group A and Group B,
Person1 gets two notifications.

--
Mike

On Mon, Jul 25, 2011 at 23:55, Jay Coleman <jlc at dalelands.org> wrote:
> We have an event notification for "ArticleCreate" to send a note to a 
> user group ("IT"), that is sending 2 identical notices every time. ?We 
> have turned of all the notifications under the agent profiles.
>
> In the logs, I get things like this:
>
> Jul 25 16:34:48 joxer OTRS-CGI-10[18708]:
> [Notice][Kernel::System::Ticket::Article::ArticleSend] Sent email to 
> 'CUSTOMER at ADDRESS' from 'ITSupport System <SUPPORT at ADDRESS>'. 
> HistoryType => SendAnswer, Subject => Re: [Ticket#2011072210000013] 
> [IT Support] Jet Training; Jul 25 16:34:49 joxer OTRS-CGI-10[18708]:
> [Notice][Kernel::System::Ticket::Event::NotificationEvent::_SendNotifi
> cation] Sent agent 'Customer Updated Ticket - To IT Group' 
> notification to 'PERSON at ADDRESS'.
> Jul 25 16:34:49 joxer OTRS-CGI-10[18708]:
> [Notice][Kernel::System::Ticket::Event::NotificationEvent::_SendNotifi
> cation] Sent agent 'Customer Updated Ticket - To IT Group' 
> notification to 'PERSON2 at ADDRESS'.
> Jul 25 16:34:49 joxer OTRS-CGI-10[18708]:
> [Notice][Kernel::System::Ticket::Event::NotificationEvent::_SendNotifi
> cation] Sent agent 'Customer Updated Ticket - To IT Group' 
> notification to 'PERSON3 at ADDRESS'.
> Jul 25 16:34:50 joxer OTRS-CGI-10[18708]:
> [Notice][Kernel::System::Ticket::Event::NotificationEvent::_SendNotifi
> cation] Sent agent 'Customer Updated Ticket - To IT Group' 
> notification to 'PERSON at ADDRESS'.
> Jul 25 16:34:50 joxer OTRS-CGI-10[18708]:
> [Notice][Kernel::System::Ticket::Event::NotificationEvent::_SendNotifi
> cation] Sent agent 'Customer Updated Ticket - To IT Group' 
> notification to 'PERSON2 at ADDRESS'.
> Jul 25 16:34:50 joxer OTRS-CGI-10[18708]:
> [Notice][Kernel::System::Ticket::Event::NotificationEvent::_SendNotifi
> cation] Sent agent 'Customer Updated Ticket - To IT Group' 
> notification to 'PERSON3 at ADDRESS'.
>
> The PERSON at ADDRESS bits are to clean the log of email addresses.
> ?PERSON at ADDRESS is one person, PERSON2 at ADDRESS is a second person, and 
> so on.
>
> An ideas on how I can track down why it is sending duplicates?
>
> Thanks,
> Jay
> ---------------------------------------------------------------------
> OTRS mailing list: otrs - Webpage: http://otrs.org/
> Archive: http://lists.otrs.org/pipermail/otrs
> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
>


------------------------------

---------------------------------------------------------------------
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

End of otrs Digest, Vol 34, Issue 132
*************************************

World Intellectual Property Organization Disclaimer:

This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using.
---------------------------------------------------------------------
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs


More information about the otrs mailing list