Reply ticket ajax form does not close when clicking on "Submit"

[OpenNingia]

How to reproduce:

• Submit a ticket from joomla
• Reply from OTRS
• Try to reply again from Joomla, a squeezebox with the reply form will open
• Insert some text and click on reply

What should happen: The squeezebox should close and the ticket reply submitted

What happens instead: The ticket is indeed submitted but the squeezebox is not closed ( you have to close it manually )

Early diagnosys: I see that in the onSuccess callback upon the form.send() method you check some json. However in my case the returned value is not a Json but an XHTML page, that raises an exception and the code stop there ( thus not closing the squeezebox )

[vittala]

Hi

Can you provide the content of the XHTML return that you're seeing from the reply submission.

Regards Vittal

[OpenNingia]

Yes I can :)

here: http://pastebin.com/b6d7HLjh

It looks like the home page of my joomla setup.

this generate an error here: $('otrsReplyForm').send({ onSuccess: function(resp) { console.log(resp);
var obj = Json.evaluate(resp); <<<---- EXCEPTION HERE parent.closeReply(obj.error,document.forms['otrsReplyForm'].elements['formtoken'].value); }, onFailure: function(resp){ alert("<?php echo JText::_('OTRS_ALERT_SUBMISSION_FAILED');?>"); parent.closeReply(null,document.forms['otrsReplyForm'].elements['formtoken'].value);} });

[vittala]

Hi

I suspect what we have here is an interaction in the Javascript causing problems, possibly with one of the modules or plugins you're using on the page. Some things to try:

• Try replying with a number of different browsers - do you get the same behaviour with all of them?
• Reply to a form with a Javascript debugger enabled - are any errors shown before the Json.evaluate?
• Temporarily disable the JCE MediaBox plugins and try a reply - see if it works then

Regards Vittal

[OpenNingia]

Hi,

thanks for the feedback. I can reproduce this issue on IE7, Firefox 8 and Chrome 17

disabling the JCE MediaBox didn't help

using the Chrome Javascript debugger I see some Errors:

• Refused to set unsafe header "Connection" This is before the json.evaluate()
• Uncaught SyntaxError: Unexpected token < This is, I think, the json.evaluate exception ( expected JSON, found XHTML :D )

regards,

Daniele

[vittala]

Hi

The 'unsafe header "Connection"' is a mootools problem, but should only be a warning, so probably not the source of this problem. Getting a web page back rather the json is something to check now.

Using Chrome's network debugger, let me know what is shown in the POST request Headers generated when you reply to the ticket. At the same time, check the error logs for the Joomla and OTRS servers, and the OTRS error log itself.

Regards Vittal

[OpenNingia]

Here:

Request Method:POST
Status Code:301 Moved Permanently
Request Headersview source
Accept:text/javascript, text/html, application/xml, text/xml, _/_
Accept-Charset:UTF-8,*;q=0.5
Accept-Encoding:gzip,deflate,sdch
Accept-Language:it-IT,it;q=0.8,en-US;q=0.6,en;q=0.4
Connection:keep-alive
Content-Length:206
Content-type:application/x-www-form-urlencoded; charset=UTF-8
Cookie:c3abe897e96fe479d41216021c49822a=014r6gjqhs6hdidmpljk0t3is1; 4f46b3a5af976d95e1faf41b40261d24=3487476e1733c6e4d31e76ee8a23f453
Host:flrsvspotsdktest.flr.gilbarco.com
Origin:http://flrsvspotsdktest.flr.gilbarco.com
Referer:http://flrsvspotsdktest.flr.gilbarco.com/joomla/index.php?option=com_otrsgateway&task=replyForm&ticketID=19
User-Agent:Mozilla/5.0 (Windows NT 5.1) AppleWebKit/535.8 (KHTML, like Gecko) Chrome/17.0.942.0 Safari/535.8
X-Requested-With:XMLHttpRequest
Form Dataview URL encoded
ticketID:19
option:com_otrsgateway
task:reply
view:ticket
format:raw
formtoken:1e8c791eab2d1d56665894b4b5864a18
41f29b3c6a8ad08cb41e1a9c6257ff4a:1
priorityID:2
StateID:4
replyText:<p>HOORAY!!!</p>
Response Headersview source
Connection:close
Content-Length:0
Content-Type:text/html; charset=UTF-8
Date:Wed, 30 Nov 2011 11:13:04 GMT
Location:http://flrsvspotsdktest.flr.gilbarco.com/joomla/index.php?option=com_content&view=frontpage&Itemid=1
P3P:CP="NOI ADM DEV PSAi COM NAV OUR OTRo STP IND DEM"
Server:Apache/2.2.3 (CentOS)
X-Powered-By:PHP/5.1.6

The status code has a strange value

[vittala]

Hi

The return message is a redirect to the homepage rather than the JSON that should be returned. Clearly, the com_otrsgateway module is processing the request (as the data's going into OTRS), but something on your site is hijacking the return data.

Do you have any apache rewrites in use or are you using any SEF components?

Regards Vittal

[OpenNingia]

I've disabled all SEF plugins without success, I'm currently investigate on whenever apache ( or another reverse proxy ) is involved. I'll advise you if this is the case.

[vittala]

I wonder if you're seeing this Joomla issue http://joomlacode.org/gf/project/joomla/tracker/?action=TrackerItemEdit&tracker_item_id=26889 (although this is for J1.7.1).

Regards Vittal

[OpenNingia]

Maybe but there is somethings that bugs me:

• I only have one language deployed/enabled ( en_gb )
• Isn't that 301 ( HTTP moved permanently ) stuff from webserver?
• That bug is closed with no (real) solution attached :O

[vittala]

I think this bug was about the language switcher module, as opposed to a specific installed language.

The 301 can either be produced by the webserver, or it can be produced by a Joomla plugin/module modifying the routing of results. Difficult to see what's going on without knowing the exact configuration of Joomla/apache/modules/components/plugins that you're running.

Unfortunately, I suspect the only way to narrow this down is to temporarily disable any extensions to try and see if there's a collision with a specific thing.

Regards Vittal

[OpenNingia]

I have a suspect! Would you try on your system with the "System - Alternate Home" plugin? We don't display our home page until the user is logged so we use that plugin to redirect the user to the home page upon login.

[vittala]

Alternative Home isn't a default Joomla plugin - can you let me know the software publisher and the version you're using - this should be shown on the Extension Manager -> Plugins page.

Regards Vittal

[vittala]

Hi

Try the following to deal with this issue. Edit the two files:

components/com_otrsgateway/views/attachment/view.raw.php
components/com_otrsgateway/views/ticket/view.raw.php

adding "jexit();" after the "parent::display( $tpl );" line:

parent::display( $tpl );
jexit();

Regards Vittal

[OpenNingia]

Hi, sorry for the late :)

we've made a step forward, however now I got a different issue. Look at this image:

http://imm.io/cQ9h

[vittala]

Hi

I think you're running into this PHP bug https://bugs.php.net/bug.php?id=43533

The solution should be to edit components/com_otrsgateway/views/attachment/tmpl/add.php, changing:

 parent.addAttachment( <?php echo escapeshellarg($this->result['error']); ?>,
                       <?php echo escapeshellarg($this->result['id']); ?>,
                       <?php echo escapeshellarg($this->result['name']); ?> );

to:

 parent.addAttachment( <?php echo ($this->result['error'] ? escapeshellarg($this->result['error']) : '""'); ?>,
                       <?php echo ($this->result['id'] ? escapeshellarg($this->result['id']) : '""'); ?>,
                       <?php echo ($this->result['name'] ? escapeshellarg($this->result['name']) : '""'); ?> );

Doing so will ensure the result Javascript parses regardless of the PHP version you're using.

Regards Vittal

[vittala]

Hi

I've just released version 0.9.2 of the component, which should resolve all the issues you've had on this issue. I'll close the issue, feel free to re-open if they're not dealt with.

Regards Vittal