Image upload bug after update to ckeditor 3.6.2

[Bull]

Hi!

I made (on our testsystem) an update of ckeditor 3.4.2 to 3.6.2 as described in http://forums.otrs.org/viewtopic.php?f= ... t=ckeditor and with adjusting Frontend::RichTextPath in Framework -> Core::Web.
Everthing looked fine but now with that modifications it isn't possible to upload an images to the server for embedding it into a note.

Details:
1. Selecting the local image file works fine


2. but when I press the Send-Button something strange happens with the text panel - it will be replaced with the topmost part of my OTRS window and you can see the right corner of the banner (with executable code):


3. Pressing the OK-Button leads to an error message "Image source URL is missing".

Your help is appreciated.

[jojo]

have a look in the logfile if there is any hint.

[Bull]

Hi!
Which log? I looked in /opt/otrs/var/log and /var/log but there seems nothing be logged for this action...

[jojo]

Apache error log...

[Bull]

Ah, ok:
Nothing to see in error_log.
In access_log this entries were generated, when I try the image upload:

10.205.6.106 - - [20/Dec/2011:16:34:20 +0100] "GET /otrs-web/js/thirdparty/ckeditor-3.6.2/plugins/image/dialogs/image.js?t=B8DJ5M3 HTTP/1.1" 304 - "http://10.106.25.12/otrs/index.pl?Actio ... ketID=2021" "Mozilla/5.0 (Windows; U; Windows NT 6.1; de; rv:1.9.2.24) Gecko/20111103 Firefox/3.6.24 ( .NET CLR 3.5.30729)"
10.205.6.106 - - [20/Dec/2011:16:34:20 +0100] "GET /otrs-web/js/thirdparty/ckeditor-3.6.2/skins/default/dialog.css?t=B8DJ5M3 HTTP/1.1" 304 - "http://10.106.25.12/otrs/index.pl?Actio ... ketID=2021" "Mozilla/5.0 (Windows; U; Windows NT 6.1; de; rv:1.9.2.24) Gecko/20111103 Firefox/3.6.24 ( .NET CLR 3.5.30729)"
10.205.6.106 - - [20/Dec/2011:16:34:48 +0100] "POST /otrs/index.pl?&CKEditor=RichText&CKEditorFuncNum=0&langCode=de HTTP/1.1" 200 87447 "http://10.106.25.12/otrs/index.pl?Actio ... ketID=2021" "Mozilla/5.0 (Windows; U; Windows NT 6.1; de; rv:1.9.2.24) Gecko/20111103 Firefox/3.6.24 ( .NET CLR 3.5.30729)"

On the production server witk the old ckeditor version 3.4.2 I can see:

10.205.6.106 - - [20/Dec/2011:16:37:06 +0100] "GET /otrs-web/js/thirdparty/ckeditor-3.4.2/plugins/image/dialogs/image.js?t=AA4E4NT HTTP/1.1" 304 - "http://10.106.25.14/otrs/index.pl?Actio ... ketID=1222" "Mozilla/5.0 (Windows; U; Windows NT 6.1; de; rv:1.9.2.24) Gecko/20111103 Firefox/3.6.24 ( .NET CLR 3.5.30729)"
10.205.6.106 - - [20/Dec/2011:16:37:06 +0100] "GET /otrs-web/js/thirdparty/ckeditor-3.4.2/skins/default/dialog.css?t=AA4E4NT HTTP/1.1" 304 - "http://10.106.25.14/otrs/index.pl?Actio ... ketID=1222" "Mozilla/5.0 (Windows; U; Windows NT 6.1; de; rv:1.9.2.24) Gecko/20111103 Firefox/3.6.24 ( .NET CLR 3.5.30729)"
10.205.6.106 - - [20/Dec/2011:16:37:24 +0100] "POST /otrs/index.pl?&CKEditor=RichText&CKEditorFuncNum=0&langCode=de HTTP/1.1" 200 450 "http://10.106.25.14/otrs/index.pl?Actio ... ketID=1222" "Mozilla/5.0 (Windows; U; Windows NT 6.1; de; rv:1.9.2.24) Gecko/20111103 Firefox/3.6.24 ( .NET CLR 3.5.30729)"
10.205.6.106 - - [20/Dec/2011:16:37:25 +0100] "GET /otrs/index.pl?Action=PictureUpload;FormID=1324395406.10103628.1811162;ContentID=inline8220.26563824568.1324395406.10103628.1811162@otrs.profi-ag.de HTTP/1.1" 200 31142 "http://10.106.25.14/otrs/index.pl?Actio ... ketID=1222" "Mozilla/5.0 (Windows; U; Windows NT 6.1; de; rv:1.9.2.24) Gecko/20111103 Firefox/3.6.24 ( .NET CLR 3.5.30729)"
10.205.6.106 - - [20/Dec/2011:16:37:25 +0100] "GET /otrs/index.pl?Action=PictureUpload;FormID=1324395406.10103628.1811162;ContentID=inline8220.26563824568.1324395406.10103628.1811162@otrs.profi-ag.de HTTP/1.1" 200 31142 "http://10.106.25.14/otrs/index.pl?Actio ... ketID=1222" "Mozilla/5.0 (Windows; U; Windows NT 6.1; de; rv:1.9.2.24) Gecko/20111103 Firefox/3.6.24 ( .NET CLR 3.5.30729)"

Hint: The error is reproducable with an Firefox client 7.x

[jojo]

Please check if there are any other references to the old ckeditor. Did you also delete all caches?

[Bull]

I now executed /opt/otrs/bin/otrs.DeleteCache.pl and I removed manually any /opt/otrs/var/tmp/SysConfig-Cache_Kernel_Config_Files_*.pm => same behavior of ckeditor.
Searching for "ckeditor-3.4.2" in the entire otrs-tree leads to

Kernel/Config/Files/Framework.xml: <String Regex=""><OTRS_CONFIG_Frontend::WebPath>js/thirdparty/ckeditor-3.4.2/</String>
Kernel/Config/Files/ZZZAAuto.pm:$Self->{'Frontend::RichTextPath'} = '<OTRS_CONFIG_Frontend::WebPath>js/thirdparty/ckeditor-3.4.2/';

Timestamps of that files:

-rw-rw-r-- 1 otrs www 279468 Oct 11 14:04 Kernel/Config/Files/Framework.xml
-rw-rw-r-- 1 otrs www 255908 Dec 20 17:16 Kernel/Config/Files/ZZZAAuto.pm

[jojo]

well than this should be ok.

Why did you change the editor?

[Bull]

Why did you change the editor?

There is a awful disablity in ckeditor 3.4.2 (and still in 3.6.2):
You can't mark some text lines and format them afterwards with another font or color - you have to select the desired format before you write or paste some text
That's awful if you copy some log/script output, which is only readable with fixed width signs, and want to paste it above the last written lines.
My Workaround (editing the HTML source code) is not practible for the other agents...

We recently migrated from OTRS 2.4.5, which used fckeditor 2.6.4.1 - that worked fine
Maybe the solution is to change back to that fsckeditor version?

[jojo]

Marking a text and changing color, font etc works like a charm on 3.11 (Firefox

[Bull]

... works like a charm on 3.11 (Firefox

What do you mean with "3.11" ?

[jojo]

oh sorry, OTRS 3.0.11

[Bull]

Hmm, but we already have OTRS 3.0.11 - and with that version we got the ugrade to ckeditor (3.4.2) and those problems...

Now for something different:
Meanwhile I guess, the described problems are not caused by ckeditor. I checked http://dev.ckeditor.com/wiki/Bugs and testing the demo Website http://ckeditor.com/demo I couldn't reproduce the bugs. So the real reason for the described behavior might be in another part of the system?

[jojo]

there could be a lot of possible causes, like caches etc

[zhakal]

Clearing the cache doesn't work on this case.
We had the same issue, I resolved it by removing the button on our environment as it wasn't needed.

But if you look inside the 3.4.2 folder you have a file called OTRS-PATCHES.txt, have you done these steps?

If not you need to follow the description here and the files you need is inside the 3.4.2 _source folder
Copy them to the 3.6.2 location (same place as in 3.4.2) then apply the patch.
Does this happen afterwards?