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

older
making sysconfig work from web gui

Martignier, Philippe

28 Jul 2011 28 Jul '11

7:31 a.m.

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 Subject: Re: [otrs] Replace the rich editor with TinyMCE To: "User questions and discussions about OTRS." Message-ID: 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 OTRS V3 has "CKEditor" which is a newer version of the old FCKEditor but obviously it might have some of the same issues.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 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 Subject: Re: [otrs] Replace the rich editor with TinyMCE To: "User questions and discussions about OTRS." Message-ID: 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@wipo.int Phone : 00 41 022 338 72 36 Building : NC Office : 3, 316

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Jan.Dreyer＠bertelsmann.de

28 Jul 28 Jul

7:58 a.m.

New subject: Replace the rich editor with TinyMCE (Michiel Beijen)

Hi Philippe, you won't by chance publish a diff/patch/howto for your modifications?! Regards Jan Dreyer -----Ursprüngliche Nachricht----- Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Martignier, Philippe Gesendet: Donnerstag, 28. Juli 2011 09:32 An: otrs@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 Subject: Re: [otrs] Replace the rich editor with TinyMCE To: "User questions and discussions about OTRS." Message-ID: 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 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 Subject: Re: [otrs] Replace the rich editor with TinyMCE To: "User questions and discussions about OTRS." Message-ID: 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@wipo.int Phone : 00 41 022 338 72 36 Building : NC Office : 3, 316

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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 Subject: [otrs] Duplicate event notifications To: "User questions and discussions about OTRS." Message-ID: <4E2DE644.9030803@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@ADDRESS' from 'ITSupport System '. 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@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@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@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@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@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@ADDRESS'. The PERSON@ADDRESS bits are to clean the log of email addresses. PERSON@ADDRESS is one person, PERSON2@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 Subject: Re: [otrs] Duplicate event notifications To: "User questions and discussions about OTRS." Message-ID: 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 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@ADDRESS' from 'ITSupport System '. 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@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@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@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@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@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@ADDRESS'.

The PERSON@ADDRESS bits are to clean the log of email addresses. PERSON@ADDRESS is one person, PERSON2@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>

Anant Jain

10:26 a.m.

New subject: Replace the rich editor with TinyMCE (Michiel Beijen)

I'd be interested in implementing TinyMCE as well. :D AJ On 7/28/11 1:28 PM, "Jan.Dreyer@bertelsmann.de" wrote:

...

Hi Philippe,

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

Regards Jan Dreyer

-----Ursprüngliche Nachricht----- Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Martignier, Philippe Gesendet: Donnerstag, 28. Juli 2011 09:32 An: otrs@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 Subject: Re: [otrs] Replace the rich editor with TinyMCE To: "User questions and discussions about OTRS." Message-ID:

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 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 Subject: Re: [otrs] Replace the rich editor with TinyMCE To: "User questions and discussions about OTRS." Message-ID: 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@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.

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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 Subject: [otrs] Duplicate event notifications To: "User questions and discussions about OTRS." Message-ID: <4E2DE644.9030803@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@ADDRESS' from 'ITSupport System '. 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::_SendNotificati on] Sent agent 'Customer Updated Ticket - To IT Group' notification to 'PERSON@ADDRESS'. Jul 25 16:34:49 joxer OTRS-CGI-10[18708]: [Notice][Kernel::System::Ticket::Event::NotificationEvent::_SendNotificati on] Sent agent 'Customer Updated Ticket - To IT Group' notification to 'PERSON2@ADDRESS'. Jul 25 16:34:49 joxer OTRS-CGI-10[18708]: [Notice][Kernel::System::Ticket::Event::NotificationEvent::_SendNotificati on] Sent agent 'Customer Updated Ticket - To IT Group' notification to 'PERSON3@ADDRESS'. Jul 25 16:34:50 joxer OTRS-CGI-10[18708]: [Notice][Kernel::System::Ticket::Event::NotificationEvent::_SendNotificati on] Sent agent 'Customer Updated Ticket - To IT Group' notification to 'PERSON@ADDRESS'. Jul 25 16:34:50 joxer OTRS-CGI-10[18708]: [Notice][Kernel::System::Ticket::Event::NotificationEvent::_SendNotificati on] Sent agent 'Customer Updated Ticket - To IT Group' notification to 'PERSON2@ADDRESS'. Jul 25 16:34:50 joxer OTRS-CGI-10[18708]: [Notice][Kernel::System::Ticket::Event::NotificationEvent::_SendNotificati on] Sent agent 'Customer Updated Ticket - To IT Group' notification to 'PERSON3@ADDRESS'.

The PERSON@ADDRESS bits are to clean the log of email addresses. PERSON@ADDRESS is one person, PERSON2@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 Subject: Re: [otrs] Duplicate event notifications To: "User questions and discussions about OTRS." Message-ID:

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 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@ADDRESS' from 'ITSupport System '. 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@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@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@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@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@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@ADDRESS'.

The PERSON@ADDRESS bits are to clean the log of email addresses. PERSON@ADDRESS is one person, PERSON2@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>

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Anant Jain
Jan.Dreyer＠bertelsmann.de
Martignier, Philippe