v1.9.7 - Strange issue with Backspace key & draft saving

[calebpaine]

I've had multiple staff members complain that pressing the backspace key while the "Save Draft" message is up causes the cursor to skip back to the first position (row 1 col 1) and is very frustrating to them as they're typing out a message. We've made no changes to the server or software. As we're still on a (slightly) older 1.9.7 I can only attribute it to something in one of the JS libraries, or a change in browser behavior with said JS. So for the only offender seems to be FireFox.

Seems to be similar, though not exactly the same as #2322

[ghost]

I got similar complaints from my agents with osticket 1.9.11 (and 1.9.8.1) in combination with firefox 39. It is not so easy to replicate this (at least for me). They use it the whole day and writing much faster than me and they can reproduce it multiple times a day. In our case the cursor disappears suddenly (when using backspace during the writing) and the writing of text continues at the first position of the redactor window. This is my environment:

osTicket-Version v1.9.11 (c1b5a33) — Up to date
Server-Software Apache
MySQL-Version 5.5.44
PHP-Version 5.4.43-1~he.0

[oneilak]

i have the same problem in v 1.9.11

[TinkerFu]

Same issue. Version 1.9.11, Firefox 39.0.3. It;s driving me insane. As a temporary fix I installed noscript. Not the best solution but at least now I can type.

[calebpaine]

I can confirm first hand the issue still exists in Firefix 40.0.2

[keanpedersen]

I think this issue might be solved with version 10.2.3 of Redactor, which was released on August 15. Changelog includes:

• Issue in Firefox when in linebreaks mode using Backspace lead sometimes to cursor disappearance

[greezybacon]

I agree. I saw that fix and will work on upgrading redactor in osTicket-1.8 develop-next

[gitfve]

Where to get a fix for the problem? I use v1.9.12 and the problem still exist.

[ghost]

As you can see will be the fix the implementation of a newer redactor version in osTicket 1.10 (osTicket-1.8 develop-next). So you will have to wait until 1.10 is stable or as a workaround use a different browser..

[lehha]

+1
wait for stable version, this error is a terrible inconvenience...

[PeopleInside]

Very terrible! I have loosed a ticket reply for that because write my response to a ticket was very difficoult... so i switched to non HTMl by the button <> and when sended the reply all my text was loost, not sent and not visible again by pressing back button.

I AM also waiting the 10 relase as solve also the issue with registration link who not work if the user is logged as guest and are viewinf ticket So two beautiful issue to resolve with the new version, hope can be relased soon.

[gitfve]

When to expect a working solution for the editor problem?

[PeopleInside]

Right question :) is not a small issue... is very hard to manage tickets.

[calebpaine]

This is a pretty major issue, I understand that 1.10 has a lot of new stuff in it, would it be possible to just make a point release of 1.9 to fix this bug? OSTicket is pretty much impossible to use with Firefox if rich-text is enabled, so we've been forced to turn it off.

[rjboer]

1.9.12 and have this too, its driving some of the staff nuts..
Can't we change redactor for another editor?

[rjboer]

Perhaps too early to cheer, following the instructions of Draconis, on the website of osticket, i believe our osticket was fixed.
We weren't able to reproduce the issue (yet).

On line 308 of redactor-osticket.js located in folder js of your osticket installation :
if (settings.url.indexOf('ajax.php/draft') != -1
change: ajax.php/draft into ajax.php.draft

On a sidenote:
Two quick spaces followed by a quick backspace equals an enter, but only once every two times :P Redactor is one big easter egg :P

[PeopleInside]

Thanks for share @rjboer

[rjboer]

That didn't quite cut it, the editor still loses focus... (only focus this time, it does not reset itself to the beginning of the line, seen only one error)
We now set the save interval to 10000 (beginning of the file redactor-osticket.js, mentioned before), such that no saves occur.

Be aware to restart apache..for changes to come through

However, i think it has something to do with the following.....
save
Saves cursor position in Redactor.
This is useful in case, for example, you want to open a modal window and perform some actions in it. In this case, Redactor will lose focus and cursor position. To restore focus cursor position, you should save it first using selection.save and restore afterward using selection.restore.

this.selection.save();

restore
Restores cursor position (previously saved by selection.save)

this.selection.restore();

[Curium]

Hi guys,
I see it has been quiet here for some time. Anyone found a good solution? I have the same problem on version 1.9.12 so this isn't patched yet.

[greezybacon]

The v1.10 branch (develop) contains a newer version of Redactor, version 10.2.2. Since it's an upstream issue, I'm hoping the upgrade will resolve it.

[Curium]

Great news! This is really driving me crazy :)
Any preliminary time line on the v1.10 release?

[greezybacon]

We're poised to make an rc3 release. It's proving pretty stable, so that will likely be the final release candidate release

[Curium]

Thumbs up!

[calebpaine]

It looks like 1.9 branch has had two interim patches I didn't see, .13 & .14, anyone tested these yet to see if it resolves this issue?

[phamquocbuu]

My hacked file, the bug fixed :)

https://gist.github.com/cosmospham/78974d588805fc3cc9b8c3deac71f54d

[FossPrime]

@comfine have you tried msigley's patch? try it in a private session to avoid using a cached version.

I can confirm it's still happening on develop with the latest firefox

Steps to reproduce

0. use firefox
1. start a ticket reply
2. type some text
3. wait around 15 seconds until the draft saved popup shows up
4. hit the backspace key

Expected behavior

A character gets deleted.

Actual behavior

textarea loses focus and your input does not go in.

[msigley]

@rayfoss I was writing a response to this yesterday and apparently I never hit save.

I believe this is actually two issues, buggy redactor, which I believe the 10.2.5 update helps with but doesn't eliminate and draft saves and deletions broken due to older mysql logic and MariaDB. The workaround I found for the draft issue can be found in this issue report:
#3193

[msigley]

The real fix for this issue is to replace redactor with a more FOSS friendy editor like tinymce, but this is gonna be alot of work.

[comfine]

msigley: i tried the fix you posted in #3193, and also, i installed the redactor update/fix posted by you, but i still have problems with a jumping cursor (just some minutes ago the cursor jumped two rows down while i was typing inside a already written text). :-(

[msigley]

Firefox? You could try using chrome. Get Outlook for Android On Sat, Feb 11, 2017 at 7:24 AM -0500, "comfine" <notifications@github.com> wrote: msigley: i tried the fix you posted in #3193, and also, i installed the redactor update/fix posted by you, but i still have problems with a jumping cursor (just some minutes ago the cursor jumped two rows down while i was typing inside a already written text). :-( — You are receiving this because you commented. Reply to this email directly, view it on GitHub, or mute the thread.

[comfine]

Of course WE could use another browser, but do you agree, that we cannot force all the customers to use another browser!?

[msigley]

Is your firefox up to date? Maybe you could starr working on replacing redactor with tinymce?

[comfine]

we are using the ESR-Release, but our customer had the same Problem with the newest Firefox-Version!

...my attempts to contribute some code were not sucessfully in the past, but i would love it to support the OS-Ticket-project, but right now we have to close almost 200 Tickets (with a very small team) before i could spend some time for other things :-(

[BlackTiger63]

I also would like this fixed. I'm NOT happy with Chrome so I won't change to it only for Osticket because then I get other issues with other things.
And my Firefox is up to date (51.0.1) and having the same problem on v 1.10 even after commenting a line to disable draft in redactor.js as suggested on the forums.
I did not try any tips from Github yet, since they seem not to help if I read it correctly here.

[PeopleInside]

I do not like Chrome too. I love Firefox :D

[bogdandanielb]

@msigley thanks for sharing that.
You can grab the latest version from here: https://github.com/yiiext/imperavi-redactor-widget/blob/master/assets/redactor.min.js
I'm not sure about the licensing since Redactor is not open source anymore: https://imperavi.com/redactor/license/

[comfine]

i am sorry, but we are using 10.2.5 and the problem is still present! i reported the bug at redactor now.

[PeopleInside]

I AM using this solutions: #2373 (comment)
and for me works.

[comfine]

@PeopleInside Which Firefox-Version do you use?

[PeopleInside]

Firefox 53

[comfine]

We have 52.0.2 - problem occured yesterday last time... i updatet to 53 now, but i suppose, it'll happen again. The bug i opened at the github-link from bogdandanielb was closed, as this was just a php-widget, not redactor by itself...so there's no hope from this site, that something will change.

@PeopleInside - it is very interesting, that you can not see this bug anymore at your setup, while we still do! can you provide detail-information? is your firefox 32 or 64 bit? which OS do you use? have you disabled the "autosave-Draft"-function?

[PeopleInside]

No but maybe some issue continue to be... I was having an issue that in the time I was write a message cursor sometimes went moved... I solved this issue.

[lehha]

I think that BUG appear when a popup "Draft saved" is opens, may be he taken cursor focus? Before that popup, backspace work normal.

[comfine]

@PeopleInside it would be helpful if you could tell us, which OS you use, which Bit-Version of FF you use, i suppose, you said "NO" regarding my question if you disabled the autosave-drafts-function, is that right?

[PeopleInside]

Are you able to see the cursor issue also in visitor side?
I never disabled autosave as from I remember. I replaced the editor text with the text in the comment I mentionated.
However if you need talk with me you can visit my github profile, and here find my website link where you can start a chat. I AM sorry for issue in OsTicket, this is an old bugs and I also be forced to apply a patch unofficial for made OsTicket support PHP 7.1

[comfine]

@PeopleInside i wrote you at gitter without response... anyway, again over here:

i could see the problem at client-side aswell, yes, but maybe this was before i applied the new redactor-version - i am not sure about this. it would be really interesting which OS you use and which FF-bit-Version. if you are 100% sure, that the problem is fixed at your side something different or additional then the patch must be still causing this issue!

PS: i reloaded the ostickets-backend now by pressing STRG+F5 - maybe the old JS-File was still in the cache and maybe this caused the issue - i will report back....

[bogdandanielb]

@comfine my current setup is the following:

• osTicket Core, v1.10
• Redactor 10.2.5 - snatched from the link provided in my earlier post and replaced existing 10.2.2 version
• Firefox 53.0 (32-bit)
• Windows 10 Professional edition

The issue I had was on Agent panel when responding to existing tickets and pressing backspace.
Let me know if you need more information.

[comfine]

@bogdandanielb
you are talking about the backspace-problem, right? but can you see other problems with jumping cursors, for example if you write inside a written text (some additional sentence in between...) the cursor just jumps to another line?

i could see, that it happened always at the same position. in my text has been two ! - and when i wanted to write a letter before this, some problem occured, multiple times ( i don't remember exactly if the cursor was jumping, or if the pressed letters didnt appear....) - there seem to be some other bugs in Redactor 10.2.5 aswell. :-( ....so the only solution, as this is closed source now... would be to replace the WYSIWYG-Editor ...or fork the last version and fix the problem... but i am not that good in JS and i dont have the time :-(

i posted in the other thread this morning:
problem still occurs!
Cursor jumps arround sometimes... for example, when i write in the middle of a written text, sometimes the cursor just jumps to the next line while i type in some letters, so this is not the backspace-problem... but still a "Cursor-Jumping-Problem".

@PeopleInside: can you please tell me which OperatingSystem you use?

[bogdandanielb]

@comfine I had that issue too where the cursor was moving to a different location when trying to add additional words to existing text. I cannot seem to reproduce that issue anymore. This was in addition to the backspace issue which was triggered usually when using this key after a space.
Can you create a small video, perhaps, so I can follow the steps on my side?
Are you using the same firefox version as I do?

[comfine]

@bogdandanielb i am sorry, i cannot reproduce like you - if it'll be reproducable in any case i will try to capture a video....

our environment:
Firefox 53.0 32 bit
osTicket v1.10
Redactor 10.2.5
Windows Server 2012R2 (so we are on "Windows 8.1" instead of Window 10 (Windows Server 2016) - maybe this happens only in Windows 8.1) - i'll try to keep an eye on that as far as possible.

[msigley]

@bogdandanielb You are reading that change log wrong. OSTicket uses the original Redactor, not Redactor II (closed source version) which is what that change log is for. Redactor switched to closed source around July 2015:
https://imperavi.com/blog/long-overdue-quick-update/
https://imperavi.com/blog/redactor-superior-in-every-way/

Redactor 10.2.5, which we both found at the link below, appears to be the last unofficial publicly available update to Redactor, which is why I suggested the only real fix to these issues is to replace Radactor with a another WYSIWYG editor that is FOSS. TinyMCE is probably the best choice given its widespread use in Wordpress.
https://github.com/yiiext/imperavi-redactor-widget/blob/master/assets/redactor.min.js

[bogdandanielb]

@msigley You are correct, that change log was a bit misleading for me.
Anyway, 10.2.5 works fine for me at the moment but I will continue testing it and get back in case the issue persists.

[comfine]

why are all these bugs simply closed? they are still persist and still annoying!