Canned Response On Internal Notes

sternen

I am attempting to mod viewticket.include.php to allow me to add canned responses to Internal Notes, but I am running into an issue.

I have been able to add the drop down box to canned responses to the Internal notes tabber. When I choose one of the canned responses I get the following error pop-up:

"The page at http://mysite.com(http://mysite.com) says:

Cannot handle the AJAX call. Error#0"

I hit Ok to continue and the same error pop-up immediately displays again, so I hit OK again.

Once I hit OK the second time I am able to select any of the canned responses I want and they are added to the text area. I can then submit the Internal Note update and they post to the db correctly.

Below is the code I have changed for the Internal Notes section of viewticket.include.php:

<div id="notes" class="tabbertab" align="left">

<h2>Post Internal Note</h2>

<p>

<form action="tickets.php?id=<?=$id?>#notes" name="notes" class="inline" method="post" enctype="multipart/form-data">

<input type="hidden" name="ticket_id" value="<?=$id?>">

<input type="hidden" name="a" value="postnote">

<div>

<label for="title">Note Title:</label>

<input type="text" name="title" id="title" value="<?=$info?>" size=30px />

</select><font class="error">* <?=$errors?></font></div>

MOD BEGIN CANNED RESPONSE ON INTERNAL NOTES

<div>

<? $sql='SELECT premade_id,title FROM '.KB_PREMADE_TABLE.' WHERE isenabled=1 '.

' AND (dept_id=0 OR dept_id='.db_input($ticket->getDeptId()).')';

$canned=db_query($sql);

if($canned && db_num_rows($canned)) {

?>

Canned Response: 

<select id="canned" name="canned"

onChange="getCannedResponse(this.options.value,this.form,'note');this.selectedIndex='0';" >

<option value="0" selected="selected">Select a premade reply</option>

<?while(list($cannedId,$title)=db_fetch_row($canned)) { ?>

<option value="<?=$cannedId?>" ><?=Format:($title)?></option>

<?}?>

</select>   <label><input type='checkbox' value='1' name=append checked="true" />Append</label>

<?}?>

</div>

END MOD CANNED RESPONSE ON INTERNAL NOTES

<div style="margin-top: 3px;">

<label for="note" valign="top">Enter note content.

<font class="error">* <?=$errors?></font></label><br/>

<textarea name="note" id="note" cols="80" rows="7" wrap="soft" style="width%"><?=$info?></textarea>

</div>

Any help anyone can give in sorting this out would be GREATLY appreciated.

sternen

I have dug into this further and it looks like changes would also have to be made to scp.js and ajax.kbase.php, as well.

To someone with little knowledge of javascript and ajax this would probably be a breeze to implement, unfortunately that is not me.

Anyone interested in giving it a shot?

sternen

This is something that I would really like to get work, and I have been scratching my head about it all day.

Anyone have an idea on how I might be able to get this to work? :

scottro

Sternen,

Your code (well the copy/pasted code ;) ) is good, however, you are missing a piece. Usually when I get an error I try to go track down what file lists that error and then investigate what trips the trigger to it. In this case the "Invalid form or tag" (what I got). This was located in the file you mentioned scp.js. So then I started investigating that. I found the fObj.response && resp section.

I don't know javascript very well either so I googled "fObj" but got no results, it wanted to suggest Obj instead. Then I realized "response" and "resp" are probably names a human put into osTickets - not Javascript standard code names or anything. So then I looked at the next line which was fObj.response.value=. Well if that wants to set the value to something then response must be the name of the object it wants to set. So then I went back to the other file and found that the textarea immediately following the Reply to Ticket section for replies is named and id'd "response". I then looked at the section you were trying to manipulate and found that the textarea there was named and id'd "note". So I then went back and after some trial and error changed the "function setCannedResponse" to the following code:

scp.js

function setCannedResponse(xmlreply,fObj)

{    if (xmlreply.status == Http.Status.OK)
    {
        var resp=xmlreply.responseText;
        if(fObj.response && resp){
            fObj.response.value=(fObj.append && fObj.append.checked)?trim(fObj.response.value+"\n\n"+resp)(resp)+"\n\n";
        }else if(fObj.note && resp){
            fObj.note.value=(fObj.append && fObj.append.checked)?trim(fObj.note.value+"\n\n"+resp)(resp)+"\n\n";                                
        } else {
            alert("Invalid form or tag");
        }
    }
    else{
        alert("Cannot handle the AJAX call. Error#"+ xmlreply.status);
    }

}

This gives it the else if statement and does the changes for the "note" textarea instead of the response textarea. Once I changed the code to the above the internal note worked with the canned responses.

sternen

Scottro,

You, sir, are my new best friend.

I know only a smattering of php, but no javascript. I don't think I would have ever figured that out.

Many many thanks!!!

Peter

scottro

Scottro,
You, sir, are my new best friend.
I know only a smattering of php, but no javascript. I don't think I would have ever figured that out.
Many many thanks!!!
Peter

No problem! Happy to help.

sternen

Scottro,

I finally got a minute to make the changes you suggested. When I try to add a canned response to internal notes I am still throwing the AJAX error. Once the error is cleared it works.

I had monkeyed around with the code to both the scp.js and the viewticket.inc.php files trying to get it to work before I posted the other night, so I copied back what I had in my first post and copied in your adjusted JS code. Still without luck.

Any thoughts? :

scottro

Scottro,
I finally got a minute to make the changes you suggested. When I try to add a canned response to internal notes I am still throwing the AJAX error. Once the error is cleared it works.
I had monkeyed around with the code to both the scp.js and the viewticket.inc.php files trying to get it to work before I posted the other night, so I copied back what I had in my first post and copied in your adjusted JS code. Still without luck.
Any thoughts? :

Sorry, I never got the AJAX error. Best thing I could suggest would be searching through the code to see if you can find that error. If its not an osTickets error then I'd google the error instead.

sternen

Thanks for answering so quickly.

The AJAX error I am getting is the one referenced in the javascript code you pasted (scp.js) in your earlier post. The code number I am getting is "0".

Peter

scottro

Thanks for answering so quickly.
The AJAX error I am getting is the one referenced in the javascript code you pasted (scp.js) in your earlier post. The code number I am getting is "0".
Peter

Well...hmm...since it does actually work after you hit ok....maybe just comment out the section pertaining to the ajax error?

function setCannedResponse(xmlreply,fObj)

{    if (xmlreply.status == Http.Status.OK)
    {
        var resp=xmlreply.responseText;
        if(fObj.response && resp){
            fObj.response.value=(fObj.append && fObj.append.checked)?trim(fObj.response.value+"\n\n"+resp)(resp)+"\n\n";
        }else if(fObj.note && resp){
            fObj.note.value=(fObj.append && fObj.append.checked)?trim(fObj.note.value+"\n\n"+resp)(resp)+"\n\n";                                
        } else {
            alert("Invalid form or tag");
        }
    }
/*
    else{
        alert("Cannot handle the AJAX call. Error#"+ xmlreply.status);
    }
*/

}

Thats probably not the best way to go about it but since I can't troubleshoot/test it thats all I can recommend for now ;)

sternen

Funny you should mention commenting out the error coding. I had it commented out until I got back to working on it this past weekend.

While it is keeping the pop ups with the error msg from appearing, I have to choose the canned response twice. The first time it does nothing, the second time it will insert the note. Wierd. :

Having to choose it twice isn't that bad... certainly faster than typing out the internal note in full. ;)

So, with the code you posted it works on the first click with no errors? This is confusing.

scottro

So, with the code you posted it works on the first click with no errors? This is confusing.

Yup, works exactly like the regular reply section.

Maybe try another browser? I'm using Firefox 3.5.11

sternen

Hmm... Firefox 3.6.8 on Mac, Safari,and for Windows: IE 8, Firefox 3.6.8 and Chrome. Same issue all around.

I think I just need to come work out of your office. Stuff works there!

LOL

adrianoam

i dont understand why, but after aquire lock ticket this function dont have any error