Standard Ticket Conversations Widget: How to Set Enter Key Adds New Line

[Kyle Krick]

I've upgraded a test instance to Quebec from Orlando (skipped Paris) and I noticed the new Ticket page (/sp?id=ticket) widgets. The Standard Ticket Tab widget loads/pulls in the new Standard Ticket Conversations widget. This new conversation widget does not have an option to specify what hitting the enter key does (either enter a new line, or submit the comment). I've poked through the code of the Standard Ticket Conversations widget and see that it's Client Script is checking for a setting to determine the behavior in line 335-336:

if ($scope.data.enterKeyAddsNewLine)
    return; // must click Send button to submit 

Does anyone know where $scope.data.enterKeyAddsNewLine is defined? I know there was a system property (glide.service_portal.comment.enter_adds_newline) that the old ticket conversations widget could be configured to check, but setting that system property does not seem to affect this new widget.

This is a significant issue due to user habits and training, so it's holding up the upgrade to Quebec.

[Kieran Anson · Accepted solution]

Interesting and I'm not sure if this is an oversight.

The std_ticket_conversation contains the following to assess whether to use a new line or not:

data.enterKeyAddsNewLine = false;
	if (options.enter_key_behavior == "System property")
		data.enterKeyAddsNewLine = gs.getProperty("glide.service_portal.comment.enter_adds_newline") == "true";
	else if (options.enter_key_behavior == "New line")
		data.enterKeyAddsNewLine = true;

But the standard ticket tab widget doesn't pass a property with the getWidget. I'd expect a "enter_key_behaviour" as part of the object.

I'm not sure what support (HI) will say / whether they'll just advise to clone the widget.

[Kyle Krick]

Hi Kieran,

I think you are correct. This looks like an oversight in the new widget. I think the Standard Ticket Tab widget should have an option for setting the enter key behavior which it should then pass to Standard Ticket Conversations widget. I will request this improvement on the HI portal.

Thanks for taking a look with me, I just wanted to make sure I wasn't missing something obvious! If I get a response from HI Portal I'll post here for others edification.

[Vincent Miedema]

Hi Kyle,

Any update on this? It doesn't seem to be solved in Quebec Patch 4 Hotfix 2 to which we're currently upgrading, in any case.

[Kyle Krick]

Hi there,

I think if I recall from the HI Portal ticket that they will be fixing this in a future major release. It may be included in Rome, but I can't remember off the top of my head.

[Sam Dey1]

Hey,

So in any widget when you come across c.data.something or $scope.data.something - usually the data variable is populated in the Server Script, and then that is accessed via the $scope. or c. from the client script. 

So in your case, in the widget in the server script check out the lines - 58 to 62. It seems that the enterKeyAddsNewLineis being populated based on - 

1. if through options you are passing enter_key_behavior as System Property then it is grabbing the value from a system property called - 'glide.service_portal.comment.enter_adds_newline'

2. if through the widget options you are passing the enter_key_behavior as Newline then it is directly setting the value of the enterKeyAddsNewLineis as True

Finally on this topic, you can still make the system go to ticket page instead of the standard ticket page. This is done through a Page route record, which basically reroutes a page from one specific page to another but the url still shows as the original page. So in this case the url will still mention the page as ticket but it has been rerouted to  the new standard ticket page. You can simply make the page route record as inactive and it will behave as it is suppose to be.

Cheers,

Sam

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