Customer attachment refreshes the page

[MargauxG]

Hello,

I've been looking for a solution for a week now on how to disable the page refresh when a customer uploads an attachment.
I have some kind of ticket form where dynamic fields appear and disappear depending on the selected service (I can show you the (long) code for that). But as soon as the attachment is uploaded, the page refreshes and every single dynamic fields appear whereas I want some to stay hidden.
I think I've tried every solution found on the internet...
in the attachment block (just below the RichText block) on the CustomerTicketMessage.dtl I tried :
- return false;
- Event.preventDefault;
- window.stop();
- some function to remove the meta tag
- changing the function "Core.Form.Validate.disableValidation" (which seems to be causing the refresh)
...
I even tried to modify the header using the agent one and the HTMLHeadBlockEvent function... Because for some reason, when an agent uploads an attachment, my ticket form doesn't change (which is what I want).

Has anyone a solution for me ? I'm beginning to desperate because that is my major bug preventing us from upgrading our current OTRS (3.0.11) to OTRS 3.3.1.

Thank you in advance.

[MargauxG]

Anyone please ?

[jojo]

as you changed the code you have to check your code

[reneeb]

You should research what the differences are between the customer interface and the agent interface...

[MargauxG]

The problem is not my code (I used this subject viewtopic.php?f=60&t=8032). I also tried global variable and cookies. Still doesn't work
The only difference with the agent interface is the header, and when I use the agent's header, nothing works anymore (can't event open the ticket page)

[crythias]

The answer is to figure out where to put the code so it's parsed upon refresh. Chances are, it may need to be outside of whatever dtl block it is.

[MargauxG]

it's seems the refresh occurs either at

Code: Select all

Core.Form.Validate.DisableValidation($Form);
 $Form.find('#AttachmentUpload').val('1').end().submit();

I tried to copy the code for hiding the dynamic fields in the function Attachment (having saved the serviceID before). But as you can imagine, it doesn't work either. I tried to put in the same block but not in the function, still nothing. So I have no other idea where to put it.
If I change those lines, I can't delete the attachment.

[Giulio Soleni]

I faced a similar issue some years ago and I used a javascript popup to ask me if I would like to keep the ticket compiled data or clean them up as soon as a refresh should update the page.
viewtopic.php?f=60&t=8032#p66824
This was more a workaround than a fix, tho...

[MargauxG]

Yes I saw your post, but quite franckly, I didn't really understand what your code did... and your code was for a template.In my case, strangely, the value of the dynamic field doesn't change (still got what was written inside), but every fields appears.