Can't upload images in customer portal

SuperDOS · Post by **SuperDOS** » 02 Jun 2016, 16:26

For some reason the image upload function doesn't work in the customer portal.

If I use the copy paste function I get this:

And if using the image upload function I get a login page?!

I'm on OTRS 5.10 with ITSM.

CentOS and Apache with the database on a separate server.
Use ArticleStoreFS

Image upload works fine in the Agent interface.

SuperDOS · Post by **SuperDOS** » 03 Jun 2016, 12:49

here's the ssl_request_log

Code: Select all

[03/Jun/2016:12:36:26 +0200] 192.168.100.70 TLSv1.2 ECDHE-RSA-AES128-GCM-SHA256 "POST /customer.pl?Action=PictureUpload&FormID=1464950179.9942062.72663585&OTRSAgentInterface=VGIgxexEXYLG3gE7idG8tgmb0LwIhxro&CKEditor=RichText&CKEditorFuncNum=0&langCode=en HTTP/1.1" 3736
[03/Jun/2016:12:36:36 +0200] 192.168.100.70 TLSv1.2 ECDHE-RSA-AES128-GCM-SHA256 "POST /customer.pl?Action=PictureUpload&FormID=1464950179.9942062.72663585&OTRSAgentInterface=VGIgxexEXYLG3gE7idG8tgmb0LwIhxro&responseType=json HTTP/1.1" 3713
[03/Jun/2016:12:36:59 +0200] 192.168.100.70 TLSv1.2 ECDHE-RSA-AES128-GCM-SHA256 "POST /customer.pl?Action=PictureUpload&FormID=1464950179.9942062.72663585&OTRSAgentInterface=VGIgxexEXYLG3gE7idG8tgmb0LwIhxro&responseType=json HTTP/1.1" 3713
[03/Jun/2016:12:37:28 +0200] 192.168.100.70 TLSv1.2 ECDHE-RSA-AES128-GCM-SHA256 "POST /customer.pl?Action=PictureUpload&FormID=1464950179.9942062.72663585&OTRSAgentInterface=VGIgxexEXYLG3gE7idG8tgmb0LwIhxro&responseType=json HTTP/1.1" 3713
[03/Jun/2016:12:46:00 +0200] 192.168.100.70 TLSv1.2 ECDHE-RSA-AES128-GCM-SHA256 "POST /customer.pl?Action=PictureUpload&FormID=1464950179.9942062.72663585&OTRSAgentInterface=VGIgxexEXYLG3gE7idG8tgmb0LwIhxro&responseType=json HTTP/1.1" 3713
[03/Jun/2016:12:46:13 +0200] 192.168.100.70 TLSv1.2 ECDHE-RSA-AES128-GCM-SHA256 "POST /customer.pl?Action=PictureUpload&FormID=1464950179.9942062.72663585&OTRSAgentInterface=VGIgxexEXYLG3gE7idG8tgmb0LwIhxro&CKEditor=RichText&CKEditorFuncNum=0&langCode=en HTTP/1.1" 3736

Nothing in the ssl_error_log or in the otrs.log

SuperDOS · Post by **SuperDOS** » 07 Jun 2016, 15:31

anyone with ideas where to look to resolve this?

SuperDOS · Post by **SuperDOS** » 04 Jul 2016, 14:44

Bump this one last time...

SuperDOS · Post by **SuperDOS** » 26 Jul 2016, 16:48

ran the debugger in chrome

Code: Select all

[CKEDITOR] Error code: filetools-response-error. [object Object]
   "[CKEDITOR] Error code: filetools-response-error."
   {
      [functions]: ,
      __proto__: { },
      responseText: "<!DOCTYPE html>
<html>
<!--                                                                           -->
<!--   OTRS: Copyright 2001-2015, xxx. This Software is under the AGPL.    -->
<!--          Web: http://otrs.com/ - Lists: http://lists.otrs.org/            -->
<!--  GNU AFFERO General Public License: http://www.gnu.org/licenses/agpl.txt  -->
<!--                                                                           -->
<head>
    <meta http-equiv="Content-type" content="text/html;charset=utf-8" />
    <meta id="viewport" name="viewport" content="">
    <script>
        (function(doc, win) {
            var viewport = doc.getElementById('viewport'),
                isIFrame = (win.top.location.href !== win.location.href),
                isPopup = (win.name.search(/^OTRSPopup_/) != -1);
            try {
              if (((!isIFrame && !isPopup) || (isIFrame && isPopup)) && (!localStorage.getItem("DesktopMode") || parseInt(localStorage.getItem("DesktopMode"), 10) <= 0)) {
                  view"
   }

[CKEDITOR] For more information about this error go to http://docs.ckeditor.com/#!/guide/dev_errors-section-filetools-response-error

Maybe someone has some ideas?

wurzel · Post by **wurzel** » 26 Jul 2016, 17:14

Hi,

you are using https? Is it enabled in sysconfig?

Sometimes I had issues with wrong settings and FAQ Module - it redirects to the login page.

Flo

SuperDOS · Post by **SuperDOS** » 26 Jul 2016, 17:46

Yes I do and it's set to https in sysconfig.

I can't understand why it's working in the agent interface but not in the customer portal.

Have another test otrs setup where it works. "only" difference is on that system I run the database on the same server as the otrs installation.

SuperDOS · Post by **SuperDOS** » 27 Jul 2016, 10:44

The error message details from the ckeditor documentation is:
filetools-response-error

Location: plugins/filetools/plugin.js Description: An error occurred when parsing the upload response. Text could not be parsed to JSON.
Additional data: responseText: Upload response text.

not sure what to make of that.

Edit:

Did some more digging and the response when uploading (https://otrstest.com/customer.pl?Action ... eType=json) is this webpage

JavaScript Not Available

In order to experience OTRS, you'll need to enable JavaScript in your browser.

Browser Warning

The browser you are using is too old. OTRS runs with a huge lists of browsers, please upgrade to one of these. Please see the documentation or ask your admin for further information.

Login
User name:
Password:
[Log In]
Powered by OTRS

SuperDOS · Post by **SuperDOS** » 31 Jan 2017, 18:36

Solved it.

had to change scriptalias in sysconfig since changes of URI.

justify · Post by **justify** » 21 Apr 2017, 14:38

SuperDOS wrote:Solved it.

had to change scriptalias in sysconfig since changes of URI.

Which Script alias and what did you change it to?

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