1.14.1 - some issues - osTicket Forum

1.14.1 - some issues

LesD

Just upgraded from the previous beta and after checking we still have these issues. I'm not sure whether they belong here or Github issues - so posting here first.

1. Pasting image on text line in an FAQ.
It used to be in earlier versions that one could paste/insert a small image next to text and it would appear on the same line.

This is no longer possible. It always appears on the next line.

Strangely, if I now edit an old FAQ created with an earlier version (1.11 or 1.12) it still behaves the old way - if I update the old FAQ now and add a small image it stays on the same line. But this can't be done with newer FAQs.

It was very useful to be able to insert a small image in-line.

Anyway to get that behaviour back?

2. Logged in as Agent - click on link to FAQ needs login as User.
We are heavily into creating FAQs and often insert links from one FAQ to an other.

When viewing an existing FAQ while logged in as Agent, if I click on a link to an other faq ".../kb/faq.php?id=106" it behaves like an invalid link - the index page opens. I have to log in as a User to be able to access the FAQ.

Surely an agent should be able to open such a link without having to log in again as a user.

To compound the issue, osTicket does not 'remember' the original failed url link after login. So I have to return to the original FAQ and click the link again, which will now work.

2b. External link to an FAQ when user is not logged in.
Till now our Knowledgebase did not require a user to log in. Users could click on links in our general documentation (outside osTicket) or in out actual application, and go direct to the appropriate FAQ.

Now that a login is required, users must remember to first log into osTicket before clicking on such links. If they do not, they are forced to log in but then must return to the original source of the link and click it again as the original url to the FAQ has been lost.

Fixing this would be a great boon for us and enhance usability greatly.

3. Delete FAQ deletes without warning.
Recently discovered to my cost that clicking the 'Delete FAQ' button is lethal! No chance to cancel or recover.

Badly needs an 'are you sure' question.

LesD

LesD 2b. External link to an FAQ when user is not logged in.
Till now our Knowledgebase did not require a user to log in. Users could click on links in our general documentation (outside osTicket) or in out actual application, and go direct to the appropriate FAQ.

Now that a login is required, users must remember to first log into osTicket before clicking on such links. If they do not, they are forced to log in but then must return to the original source of the link and click it again as the original url to the FAQ has been lost.

Fixing this would be a great boon for us and enhance usability greatly.

I don't think this point has been addressed yet.

As an addendum, I noticed today that if I enter a url like ".../scp/faq.php?id=129" without being logged in then after logging in the url I entered is actually executed and the correct FAQ is displayed immediately after the login.

This does not happen when the same is done using the User Portal - the original url is lost which is a major bind for the user who has clicked on an FAQ link in our software.

KevinTheJedi

@LesD

#1 Please post screenshot of what you mean as I'm not following you.

#2 Agents access the FAQs in the Agent Panel and Users visit the FAQs in the User Portal. If you use a direct FAQ link it will link to the User Portal so yes Agents would have to login to view them.

#3 We will llook into this.

Cheers..

LesD

KevinTheJedi #2 Agents access the FAQs in the Agent Panel and Users visit the FAQs in the User Portal. If you use a direct FAQ link it will link to the User Portal so yes Agents would have to login to view them.

I don't understand the workings of the two Portals but surely this is illogical and more importantly it is impractical when developing FAQs and testing them.

As the user ID and password is the same for both could it not log an agent automatically into the User Portal?

LesD

#1. In-line / next-line problem.
In trying to document this problem I think I have found the cause.

Starting with a blank FAQ, I type "x ." (letter x, a space, a dot).

The html for that is simply: x .

Using Snip&Sketch I snip a small image and paste it in front of the dot and I get

The html code behind that is:

x <figure><img src="/support/file.php?key=hslw55aktwj7b4cerethvrpsoisweer8&expires=1579046400&signature=38af68a1c2527e486163b11196bca479d400fc0c&id=1422" data-image="HslW55AkTWJ7b4cErethvrpsoiSWeeR8"></figure>.

The issue seems to be the insertion of the spurious "" before the dot.

Going into the html I remove the extra "" and go back to edit mode - no obvious change to the visual appearance. The html now has
x <figure><img src="/support/file.php?key=hslw55aktwj7b4cerethvrpsoisweer8&expires=1579046400&signature=38af68a1c2527e486163b11196bca479d400fc0c&id=1422" data-image="HslW55AkTWJ7b4cErethvrpsoiSWeeR8"></figure> . 

I click 'Add FAQ' and go back into edit mode and the html is
x <figure><img src="/support/file.php?key=hslw55aktwj7b4cerethvrpsoisweer8&expires=1579046400&signature=38af68a1c2527e486163b11196bca479d400fc0c&disposition=inline" data-image="HslW55AkTWJ7b4cErethvrpsoiSWeeR8" alt="image"></figure> .

Try a few times to remove the "" and it keeps coming back.

In the next post I will try and see why an old FAQ behaves differently.

LesD

Here is a trimmed down version from an old FAQ.

The html is
<ol><li>x <img src="/support/file.php?key=mwabku80igm8dbdvsgp0mw9anzp2jr4g&expires=1579046400&signature=e11df3b5e8fc68db25219f28323572d6572d5f4a&disposition=inline" data-image="MWaBKu80igM8DbDVSgp0Mw9aNzP2jr4g" alt="image">. Y</li></ol>

If I remove the 'ordered-list' option in the editor I get

with html
x <figure><img src="/support/file.php?key=mwabku80igm8dbdvsgp0mw9anzp2jr4g&expires=1579046400&signature=e11df3b5e8fc68db25219f28323572d6572d5f4a&disposition=inline" data-image="MWaBKu80igM8DbDVSgp0Mw9aNzP2jr4g" alt="image"></figure>. Y

Same issue with the extra "".

Identical results using an unordered-list.

Now that we have multiple lines, switching back to ordered-list can't turn it into a single line (due to all the extra p tags) unless one edits the raw html.

Recap
In an ordered or unordered list one can insert an image in-line with the text.

In normal text this is not possible due to the insertion of a spurious "".
Or rather there is a spurious "" inserted before the image and a spurious "" after the image.

KevinTheJedi

@LesD

#1 Hmmm...I just tested this with the same codebase and I'm not able to replicate that same issue. I copy an image and paste after xxx and it puts it on the same line:

Maybe it has something to do with the windows clipboard? Have you tried the same on a different computer/browser?

I don't understand the workings of the two Portals but surely this is illogical and more importantly it is impractical when developing FAQs and testing them.

Users view FAQs in User Portal as that's the only panel they can access. Agents Edit and View FAQs in the Agent Panel as that's what Agents log in to. If an Agent visits an FAQ link, the link points to the FAQ on the User Portal as that's the "final" version of the FAQ. If Agents want to view the FAQs, test them as Users would, and use the links they will need to login to the User Portal and view the Knowledgebase. If however you have some Internal FAQs you can make the links link back to the Agent Panel faqs like http://domain.tld/scp/faq.php?id=ID. This way when Agents click the link they stay in the Agent Panel. This link will not work for Users however as it links to the Agent Panel in which they do not have access.

We plan on changing FAQs altogether in v2.0 where agents Edit and View FAQs on the User Portal to avoid all of this.

As the user ID and password is the same for both could it not log an agent automatically into the User Portal?

They are not the same, a User session is different than an Agent session and both accounts are completely separate, so no, it can not auto login the agent as the User.

Cheers.

LesD

KevinTheJedi Maybe it has something to do with the windows clipboard?

This may help identify the issue - or maybe not.

I have used MySQL Workbench to edit ost_faq table record to remove the the and strings before and after and save the record.

I checked it and they are gone.

I then display the FAQ again and it is all broken over three lines! 🙁

Pressing ctrl+u to show the html behind the page I see the p tags are NOT there.

However if I open the same page in the agent portal and go into edit mode and then display the html using the <> button those p tags are shown.

I give up! 🙁

LesD

I'm not sure what your animation is supposed to show. It seems to be restricted to working only on an order or unordered list line - which works for me too.

The problem only occurs on a plain text line.

I have tried it on Edge on my computer with the same result.

I then went to a client's machine via RDP (on a different continent) and got the same on Firefox.

I'm using Chrome.

Your mention of the clipboard is, I think, not relevant as I have tried it not just with 'paste' but also using the 'image-insert' option.

Surely those and tags are being inserted by code rather than the browser?

KevinTheJedi

@LesD

Try this:

Save image somewhere on the computer
Double click to view the image
Copy the contents (CTRL + C)
Then paste inline in osTicket

Maybe something is wrong with the clipboard when pasting from Snip&Sketch?

Cheers.

LesD

Thanks I will try later - I'm just dashing out.

If it is a clipboard issue it is happening on several different PCs that I connect to via RDP from my PC.

Maybe my PCs clipboard is somehow effecting all the other remote PCs? Seems far fetched though anything is possible.

I think I will get out my notebook and try directly from there.

Thanks for all your time.