v1.10 - Image PASTE not working - from filesystem

[mlipok]

I took a screenshot from an app and I wanted to paste the screenshot to the ticket.
There is a small "progress bar" rather than a spinning wheel - which means data is being uploaded....
but the image does not appear on the edited ticket's content :(

[ntozier]

This is a redactor feature and should be addressed upstream with them (@JediKev @protich). In the meanwhile if you simply click the insert image icon and drag and drop the image you should have better luck.

[mlipok]

Thanks for answer
I will try your solution soon.

[mlipok]

Of course it works but I hope this will be fixed soon, as COPY PASTE images was one of the best feature in this HTML Editor.

[mlipok]

I notice that I get this kind of error:

[INSERT INTO `ost_attachment` SET `file_id` = 6093, `type` = 'D', `object_id` = 15488, `name` = 'screenshot-NG9O']

Duplicate entry '15488-6093-D' for key 'file-type'<br />
<br />
---- Wsteczne śledzenie ----<br />
#0 (główny katalog)/include/mysqli.php(204): osTicket->logDBError('DB Error #1062', '[INSERT INTO `o...')<br />
#1 (główny katalog)/include/class.orm.php(3133): db_query('INSERT INTO `os...', true, true)<br />
#2 (główny katalog)/include/class.orm.php(597): MySqlExecutor->execute()<br />
#3 (główny katalog)/include/class.attachment.php(161): VerySimpleModel->save()<br />
#4 (główny katalog)/include/ajax.draft.php(101): GenericAttachments->upload(Array)<br />
#5 (główny katalog)/include/ajax.draft.php(300): DraftAjaxAPI->_uploadInlineImage(Object(Draft))<br />
#6 [internal function]: DraftAjaxAPI->uploadInlineImage('15488')<br />
#7 (główny katalog)/include/class.dispatcher.php(145): call_user_func_array(Array, Array)<br />
#8 (główny katalog)/include/class.dispatcher.php(38): UrlMatcher->dispatch('15488/attach', Array)<br />
#9 (główny katalog)/include/class.dispatcher.php(120): Dispatcher->resolve('15488/attach', Array)<br />
#10 (główny katalog)/include/class.dispatcher.php(38): UrlMatcher->dispatch('/draft/15488/at...', NULL)<br />
#11 (główny katalog)/scp/ajax.php(262): Dispatcher->resolve('/draft/15488/at...')<br />
#12 {main}

But now this PASTE Image appears in editor.

[vieckzand]

I have the same error when copy paste image from clipboard (DB Error #1062). Can anyone solve for this?
Thank you

[sjaakverhoog]

Me to:
DB Error #1062 [INSERT INTOost_attachmentSETfile_id= 112,type= 'D',object_id= 184,name` = 'screenshot-FfHO'] Duplicate entry '184-112-D' for key 'file-type'

---- Backtrace ----
#0 (root)/include/mysqli.php(204): osTicket->logDBError('DB Error #1062', '[INSERT INTO o...') #1 (root)/include/class.orm.php(3133): db_query('INSERT INTO os...', true, true)
#2 (root)/include/class.orm.php(597): MySqlExecutor->execute()
#3 (root)/include/class.attachment.php(161): VerySimpleModel->save()
#4 (root)/include/ajax.draft.php(101): GenericAttachments->upload(Array)
#5 (root)/include/ajax.draft.php(300): DraftAjaxAPI->_uploadInlineImage(Object(Draft))
#6 (root)/include/class.dispatcher.php(145): DraftAjaxAPI->uploadInlineImage('184')
#7 (root)/include/class.dispatcher.php(38): UrlMatcher->dispatch('184/attach', Array)
#8 (root)/include/class.dispatcher.php(120): Dispatcher->resolve('184/attach', Array)
#9 (root)/include/class.dispatcher.php(38): UrlMatcher->dispatch('/draft/184/atta...', NULL)
#10 (root)/scp/ajax.php(262): Dispatcher->resolve('/draft/184/atta...')
#11 {main}`

[JediKev]

Could you please describe your environment and osTicket version as I can not reproduce this issue.

[sjaakverhoog]

[JediKev]

Are you trying to copy and paste on that tablet/phone or on a computer?

[sjaakverhoog]

No on a PC.. But i wasn't close tot my PC when your asked for more info. I want tot paste a received email from outlook with images inside the text. When i paste everything i see dubble "enter" lines and no images.

[JediKev]

Ok, firstly I'm running CentOS 7 with Apache and osTicket v1.10(latest) and I'm able to paste images all day long with no errors. You need to explain your environment in more detail so we can further try to replicate that issue.
Secondly, we do not support pasting from a Word Document and keeping its format and attachments.

[ntozier]

more reports here:
http://osticket.com/forum/discussion/89263/db-error-inserting-picture-in-topic

[thinkfuture]

Is there an update on this issue? Find it hard to believe that such a key element is lacking in the editor for a support application. Please advise.

[jane-t]

I am also getting this error. I am trying to paste images from the clipboard (screen grabs) they do not exist as files on my Windows PC, I just grab them with a screen grabber, copy the image to the clipboard and try and paste into the Editor (this worked fine with 1.8 which we were running previously to updating to 1.10)

[mlipok]

Try to paste them several times.
This should works sometimes, at least it works in this way for my case.
Could you confirm that this works in this way ?

[jane-t]

Thanks pasting twice does work.

[2ge]

I got same problem with v1.10-47-gb9f0937 (b9f0937), is there some fix ? - I have English pack installed only (default)

[INSERT INTO `ost_attachment` SET `file_id` = 331, `type` = 'D', `object_id` = 142, `name` = 'screenshot-lgbA']

Duplicate entry '142-331-D' for key 'file-type'<br />
<br />
---- Backtrace ----<br />
#0 (root)/include/mysqli.php(204): osTicket->logDBError('DB Error #1062', '[INSERT INTO `o...')<br />
#1 (root)/include/class.orm.php(3133): db_query('INSERT INTO `os...', true, true)<br />
#2 (root)/include/class.orm.php(597): MySqlExecutor->execute()<br />
#3 (root)/include/class.attachment.php(161): VerySimpleModel->save()<br />
#4 (root)/include/ajax.draft.php(101): GenericAttachments->upload(Array)<br />
#5 (root)/include/ajax.draft.php(300): DraftAjaxAPI->_uploadInlineImage(Object(Draft))<br />
#6 [internal function]: DraftAjaxAPI->uploadInlineImage('142')<br />
#7 (root)/include/class.dispatcher.php(145): call_user_func_array(Array, Array)<br />
#8 (root)/include/class.dispatcher.php(38): UrlMatcher->dispatch('142/attach', Array)<br />
#9 (root)/include/class.dispatcher.php(120): Dispatcher->resolve('142/attach', Array)<br />
#10 (root)/include/class.dispatcher.php(38): UrlMatcher->dispatch('/draft/142/atta...', NULL)<br />
#11 (root)/scp/ajax.php(262): Dispatcher->resolve('/draft/142/atta...')<br />
#12 {main}

[kest874]

Have noticed, if you past first then add your text it works every time.

[pespi123]

It also works, if you past on the same line as the text you previously wrote. The editor automatically adds a break before the image (tested in Chrome and Firefox).

This doesn't work, if you already tried to spam the image into the editor before...

[mlipok]

Big thanks this is just:
Eureka !!

[balojs]

Same problem

[mlipok]

@balojs could you also confirm that @pespi123 solution works for you ?

[eptiliom]

@mlipok The above solution does not work for me.

I get the following error message as soon as I try to paste.

EDIT:
This particular error was caused by inadequate permissions on the php upload_tmp_dir. I changed it to C:\temp in php.ini and then gave my apppool permissions to read and write to it. Now I am getting the same error as above.

[davidegiunchidiennea]

@JediKev your patch #4113 does fix the problem, thank you

[mlipok]

@davidegiunchidiennea as you can read from last @JediKev response the DevTeam has taken a decision to change editor at all (as far as I understand @JediKev statement).
So be patient in waiting for new version.

[Aka4Code]

@JediKev What's the status of this issue? Do you have any roadmap when you plan to release these changes in text editor?

[JediKev]

@Aka4Code

We never have/promise timelines for anything as we are always working on 1,000 things at a time, but it's coming. New/replacement text editor will be added in/after version 2.0. No set release date or development date for this version as we are still trying to release 1.11.x. Please stay tuned.

Cheers.

[Aka4Code]

@JediKev I'm sorry, I misunderstood your previous message:

I can't reveal these plans just yet but know changes are coming soon for the text editor.

• This was back in January, ten months ago...

I suppose if 1.11 is not yet ready, then version 2.0 and these changes in text editor will not come soon, at least not in next 2-3 years i predict :/ We have different understanding of coming soon statement I'm afraid.

Thank you for detailing, and that you prove me wrong, so I know whats real status of this issue.

Cheers.

[JediKev]

@Aka4Code

Well we do not have set release or development dates so all I can ever say is soon so...yea.

Cheers.

[osTicketRocks]

I also do have the issues with copy+pasting a screenshot into the WYSIWYG editor.
However, I only experience the problem in Firefox (latest update but earlier versions as well).
In Internet Explorer or Chrome I don't have any problems.

I already tried updating scp.js & redactor.min.js with the informations provided by JediKev - but sadly I didn't help.
Is there any mandatory information about this issue regarding Firefox?
(The customer that uses osTicket is not able to install other browser so only FF or IE able).

Thank you very much!

[Aka4Code]

@osTicketRocks this issue also exists in Chrome

[Aka4Code]

@JediKev please remember about this bug, maybe next release it will be possible? 1.11 is great work!

[mlipok]

btw.
I found that when I paste specyfic screenshot to ThunderBird email, and then copy them from ThunderBird then I have always no problem with pasting to osTicket.

[JediKev]

@Aka4Code

I still cannot reproduce this error. I tried with Mac, Linux, and Windows (v1.10.4-5 and v1.11) and I'm able to paste every time I did notice that you cannot paste a screenshot from a localhost site as it's not a publicly accessible image nor an image from the computer itself.

Cheers.

[CashDesk]

We are using windows and Chrome browser. We have it inhere always. Never works. Myabe this info helps?

[Aka4Code]

Our osTicket is not localhost - it's in publicly accessible hosting.

Image is pasted from clipboard - for example copied by Windows Snipping Tool
or from some graphic editor like Windows Paint.Net.

[Aka4Code]

Tested with Chrome and Windows 10 1809.
Same behavior with 1.10 and 1.11.

[JediKev]

@CashDesk

Unfortunately that does not help as I tested using the same and I'm able to paste.

@Aka4Code

I just tested using Windows Server 2016, Chrome (latest), and Snipping Tool and it works just fine:

Cheers.

[Aka4Code]

This config helps anything? Can I deliver to you some other logs?

[JediKev]

@Aka4Code

Thank you for that but it doesn't really help as I tested using osTicket hosted with NGINX, osTicket hosted with Apache, and osTicket hosted with IIS all let me paste images from Snipping Tool just fine. I'm not sure where the issue lies for you guys as it's working for me and the "errors" you guys post are not detailed errors, rather, error codes.

The only thing that will be helpful at this point is detailed error logs and an example image.

Cheers.

[Aka4Code]

How can I help? From what source you want this logs? Image I can deliver. Logs also, but I need to know from where you want me to get them. Apache logs/php logs/mysql logs/osticket logs or something different?

[JediKev]

@Aka4Code

Any errors that are related. Just make sure they have details and not just an error code.

Cheers.

[thctlo]

still errors in 0.12 ( but it works if you past 2x )

[ebonweaver]

Happens if you reply to a ticket email. Brand new install/setup. Actually don't think it's the same issue but a ticket with this issue was closed as a duplicate so...

[INSERT INTO ost_attachment SET type = 'H', object_id = 11, file_id = 1, inline = 1]

Duplicate entry '1-11' for key 'file_object'



---- Backtrace ----

#0 (root)/include/mysqli.php(199): osTicket->logDBError('DB Error #1062', '[INSERT INTO o...')<br /> #1 (root)/include/class.orm.php(3455): db_query('INSERT INTO os...', true, true)

#2 (root)/include/class.orm.php(658): MySqlExecutor->execute()

#3 (root)/include/class.thread.php(1189): VerySimpleModel->save()

#4 (root)/include/class.thread.php(1197): ThreadEntry->createAttachment(Array, 'powered-by-osti...')

#5 (root)/include/class.thread.php(1665): ThreadEntry->createAttachments(Array)

#6 (root)/include/class.thread.php(1677): ThreadEntry::create(Array)

#7 (root)/include/class.thread.php(2748): ThreadEntry::add(Array)

#8 (root)/include/class.thread.php(2963): MessageThreadEntry::add(Array, Array)

#9 (root)/include/class.ticket.php(2692): ObjectThread->addMessage(Array, Array)

#10 (root)/include/class.ticket.php(3099): Ticket->postMessage(Array, 'Email')

#11 (root)/include/class.thread.php(571): Ticket->postThreadEntry('M', Array)

#12 (root)/include/class.thread.php(839): Thread->postEmail(Array, Object(ThreadEntry))

#13 (root)/include/class.mailfetch.php(845): ThreadEntry->postEmail(Array)

#14 (root)/include/class.mailfetch.php(917): MailFetcher->createTicket(1)

#15 (root)/include/class.mailfetch.php(997): MailFetcher->fetchEmails()

#16 (root)/include/class.cron.php(25): MailFetcher::run()

#17 (root)/include/class.cron.php(110): Cron::MailFetcher()

#18 (root)/include/api.cron.php(19): Cron::run()

#19 (root)/include/api.cron.php(40): CronApiController->run()

#20 (root)/api/cron.php(23): LocalCronApiController::call()

#21 {main}

[sjxiong]

I have the same problem, when I tried to paste a picture in email reply, I got this error:

[JediKev]

@mlipok @vieckzand @Aka4Code @davidegiunchidiennea @osTicketRocks @CashDesk @thctlo @ebonweaver @sjxiong

The new/improved editor is released with v1.14-rc1 available here:

• https://osTicket.com/download

It is an RC so we do not recommend running in production. You may install a new instance to test copy/paste with the new editor. If you find any issues, please do a recursive search in this repo first to see if there is an issue created for it already and if not create you’re own issue report. Make sure to fill out the entire Issue Template for the best possible assistance.

Cheers.

[mlipok]

For now I can confirm that this problem is not occuring any more from time when we install v1.14.x
I think if any other user (@vieckzand @Aka4Code @davidegiunchidiennea @osTicketRocks @CashDesk @thctlo @ebonweaver @sjxiong) confirm that this is fixed .... then this ticket can be closed.

[dbummy]

When I upgraded to 1.14, it fixed this issue for me.

[CashDesk]

Upgrading to 1.14 solved the problem!

[thctlo]

Running 14.1 now and yes.. solved.