Keep formating while editing received ticket

[stevenf]

Hello,

I know this will sound like a very strange question, but is it possible to retain formating of ticket while editing it. Now, when I try to edit ticket, formating dissapears as in all text is transfromed in one paragraf. In source there is   inside p tags but in edtior there is no new line.

Also, this dosen't happens while writing response, only when try to edit received ticket.

Hesk version 2.6.7.
Mods for Hesk 2.6.3

[mkoch227]

In edit_post.php, find (should be around line 495):

Code: Select all

<?php if ($modsForHesk_settings['rich_text_for_tickets']): ?>

change to

Code: Select all

<?php if ($ticket['html']): ?>

Save, upload, and test. I haven't had a chance to test this yet so let me know how it goes

[stevenf]

Unfortunately, it didn't help cause after saving changes, there is no more row spacing no matter how much I add them.

[mkoch227]

Found another line that needed to be changed. In edit_post, find at line 483:

Code: Select all

$html = $modsForHesk_settings['rich_text_for_tickets'] ? 1 : 0;

change to

Code: Select all

$html = $ticket['html'] ? 1 : 0;

[stevenf]

It worked on first received ticked, but on second received reply same thing happens.

[mkoch227]

Sorry for the delay. I finally had a chance to look at this page in a bit more detail, and I think I worked all the kinks out of it. The issue with the page, as originally thought, was that the flag to use the HTML editor was using the helpdesk's setting, and not the "html" property of the ticket itself. However, after fixing that, the page still looked at the original ticket message's "html" property, even if you were editing a reply. Therefore, if you changed HTML settings between replies, or if customers can't use rich text, etc, this would cause issues.

Anyhoo, try replacing your edit_post.php file with this one: https://gitlab.com/mike-koch/Mods-for-H ... t_post.php and see what happens. If you still have issues, please send me a PM with (1) your helpdesk URL, (2) login credentials so I can view the ticket with issues,and (3) read-only database access so I can see certain fields pertaining to tickets/replies.

[stevenf]

Thank you for reply. I will try this.

Also just to ask, is there anywhere option to set up default font of 12px in ticket response?

[mkoch227]

Also just to ask, is there anywhere option to set up default font of 12px in ticket response?

I'm not sure exactly what you mean. Do you mean the actual text editor? If so, you'll need to modify the content.css file in inc/tiny_mce/3.5.11/themes/advanced/skins/default. Find:

Code: Select all

body, td, pre {
    color: #000;
    font-family: Verdana, Arial, Helvetica, sans-serif;
    font-size: 10px;
    margin: 8px;
}

Then change font-size to the size you want. This does not change the font size when viewing the response after it is submitted. I plan on making the editor font size and actual display font size consistent so the user will actually see how the response will look.

[stevenf]

Thank you for reply. That file worked for editing received ticket without HTML editor so no formating will be lost.