Knowledge Base insert into ticket - Kayako

lee.black · **Knowledge Base insert into ticket -** 03-07-2007, 04:18 PM

Has anyone else had this problem.

If you have a knowledge base article which has text on multiply lines for example

Line1
Line2

then when you try and insert this into a ticket reply it appears as

Line1Line2

Making the reponse unreadilbe and the staff users having to correct the layout. when they could type the answer quicker.

Siora · 03-07-2007, 04:23 PM

Quote:

Originally Posted by lee.black

Has anyone else had this problem.

If you have a knowledge base article which has text on multiply lines for example

Line1
Line2

then when you try and insert this into a ticket reply it appears as

Line1Line2

Making the reponse unreadilbe and the staff users having to correct the layout. when they could type the answer quicker.

Yup, see my thread as well, it explains the same problem.

Chris Boulton · 02:21 AM

Rather interesting.

Can you open up modules/knowledgebase/staff_ajax.php.

Find:

Code:

		echo strip_tags($_kb["contents"]);

Replace with:

Code:

		echo strip_tags(str_replace(array("<br />", "<br>"), "\r\n", $_kb["contents"]));

Reported to bug tracker too - http://bugs.kayako.com/index.php?cmd=view&id=151

richm · 03-07-2007, 05:10 PM

Nice Chris! Thanks for that!

Also, your code tag for the fix has a typo and might cause confusion for some.
The opening tag is: [coed] should be (as I'm sure you know) [code]

Rich

richm · 03-07-2007, 05:19 PM

In looking at this, I'm wondering if there is some way to improve upon inserting KB articles in tickets...

Here is the scenario: If you insert a KB article that has images, the images don't currently get inserted (unless It's my particular configuaration that's wrong)

Could the insertion code have a check that if you are trying to insert an article that has images in it, it inserts a link to the article and a message that says "Please click on this link and review in our KnowledgeBase"

Or, it goes ahead and inserts the article as it currently does, but prefixes it with a shortl message "To view the images in this article, please go to http://yourdomain/pathtokbarticle"

Or, with no checking at all for images, automatically inserts the above message plus the link to the article in the KB, at the top.

Rich

Siora · 03-07-2007, 07:10 PM

Thanks Chris, I actually submitted this bug a while ago as well.
http://bugs.kayako.com/index.php?cmd=view&id=43
But they said that it couldn't not be reproduced. Seeing how many are having this issue the status needs to be changed.

Siora · 03-07-2007, 10:12 PM

That fix did not resolve my issue. The text is all over the place, looks like one big paragraph instead of the nicely formatted article that I created.

Did it work for anyone else?

What is the point of using the WYSIWYG editor when creating articles if you can't even insert the article correctly. Stupid if you ask me.

richm · 03-07-2007, 11:08 PM

I spoke too soon also. It helped with some articles, not so much with others.

I'm getting stuff like this: (which I'm guessing is getting trashed by the code tags in the article):

Error message when attempting to print via GreatDocs: Error Communicating with the serverIf you run PacketExtractor against this transaction you will see:
Request:

<?xml
version="1.0"?><PRINTERSLIST />
 
Response:
<html><body>Error
Communicating with the
server</body></html>

Solution: Check the GreatDocs services to ensure they are started
There are 3 GreaDocs services:
GreatDocs Communication Server
GreatDocs Print Server
GreatDocs Server Administration Interface

 

I've attached a screenshot of what it should look like.

Hopefully the community or kayako can come up with a way to make this workable, as the deeper I dig, the more frustration over a tool that should be a huge asset to my organization is becoming a pita.

Rich

richm · 03-07-2007, 11:10 PM

Screenshot would have helped.

Siora · 03-07-2007, 11:45 PM

Exactly...I get things like this as well as stuff where the line breaks don't work...it just becomes one big paragraph.

Such a retarded problem that needs to be addressed.

Chris Boulton · 04-07-2007, 02:30 AM

OK, I forgot to take in to account paragraphs.

Looking at the example which was pasted above, replace my fix with the following and let me know how it is then:

Quote:

$_kb["contents"] = str_replace(array(" ", " "), "\r\n", $_kb["contents"]); // New lines
$_kb["contents"] = str_replace("", "\r\n\r\n", $_kb["contents"]); // Paragraphs
$_kb["contents"] = strip_tags($_kb["contents"]); // Strip HTML
echo html_entity_decode($_kb["contents"]); // Convert any HTML entities such as < to <

Siora · 02:42 AM

Quote:

Originally Posted by Chris Boulton

OK, I forgot to take in to account paragraphs.

Looking at the example which was pasted above, replace my fix with the following and let me know how it is then:

Chris, can you incorporate bullets and numbers and bolds? If not bullets how bout numbers and bolds cause I formatted a lot of articles using the WYSIWYG numbers and would love if those could translate over. Right now even with your fix, the numbers disappear and all the points become one paragraph. I know this is asking for a lot but would help me greatly if this could be done.

richm · 07:12 AM

Chris, just tried your latest and it's much better with the example i posted earlier! Thank you!

Best regards,

Rich

lee.black · 13-07-2007, 11:33 AM

thanks very much for the code chris, have put this into my kayako and it works great.

just a shame kayajo canrt fix their own app or even send a reply to a ticket that has been open for 3 months.

craigbrass · 13-07-2007, 11:36 AM

Got a ticket ID for the ticket you are refering to? Jamie should be able to chase why it never got a reply if not to fix the issue but to find out why this happened.

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lee.black Offline New Member Posts: 18 Join Date: Jan 2007	Knowledge Base insert into ticket - 03-07-2007, 04:18 PM Has anyone else had this problem. If you have a knowledge base article which has text on multiply lines for example Line1 Line2 then when you try and insert this into a ticket reply it appears as Line1Line2 Making the reponse unreadilbe and the staff users having to correct the layout. when they could type the answer quicker.

Siora Offline Member Posts: 1,283 Join Date: Apr 2007 Location: Toronto Canada	03-07-2007, 07:10 PM Thanks Chris, I actually submitted this bug a while ago as well. http://bugs.kayako.com/index.php?cmd=view&id=43 But they said that it couldn't not be reproduced. Seeing how many are having this issue the status needs to be changed. Siora Solutions Inc. www.sioraIT.com

Siora Offline Member Posts: 1,283 Join Date: Apr 2007 Location: Toronto Canada	03-07-2007, 10:12 PM That fix did not resolve my issue. The text is all over the place, looks like one big paragraph instead of the nicely formatted article that I created. Did it work for anyone else? What is the point of using the WYSIWYG editor when creating articles if you can't even insert the article correctly. Stupid if you ask me. Siora Solutions Inc. www.sioraIT.com

Siora Offline Member Posts: 1,283 Join Date: Apr 2007 Location: Toronto Canada	03-07-2007, 11:45 PM Exactly...I get things like this as well as stuff where the line breaks don't work...it just becomes one big paragraph. Such a retarded problem that needs to be addressed. Siora Solutions Inc. www.sioraIT.com

lee.black Offline New Member Posts: 18 Join Date: Jan 2007	13-07-2007, 11:33 AM thanks very much for the code chris, have put this into my kayako and it works great. just a shame kayajo canrt fix their own app or even send a reply to a ticket that has been open for 3 months.

craigbrass Offline Senior Member Posts: 5,922 Join Date: Jun 2005 Location: Cumbria, UK	13-07-2007, 11:36 AM Got a ticket ID for the ticket you are refering to? Jamie should be able to chase why it never got a reply if not to fix the issue but to find out why this happened. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger