Insert Text in Editor window - Opens a Blank Modal

[Sachin_Kumar]

Hi All,

I am building a custom app for ticket_conversation_editor placeholder.
The app is using interface method to insert text in editor window in already open editor. However a blank modal windows opens up whenever I click on app icon to insert the text in editor. Verified my code and there is no where I am opening or calling interface method to open any modal.

Any idea what could be the reason.

[Saif (Saif Ali Shaik)]

Oh.

@Sachin_Kumar - Is it possible you can share the zip file of the app that I can use to reproduce the issue? I am guess there can be possible difference in how you interface method is used.

[Sachin_Kumar]

Hi @Saif

Thanks for your response. It a sample custom app to put entire conversation history in reply editor. Please find below app code.

document.onreadystatechange = function () {
  if (document.readyState === 'interactive') renderApp();

  function renderApp() {
    var onInit = app.initialized();
    onInit
      .then(function getClient(_client) {
        window.client = _client;
        client.events.on('app.activated', renderReplyInEditor);
      })
      .catch(handleErr);
  }
};

function renderReplyInEditor() {

  client.data.get("ticket").then((ticketDetail) => {
    client.data.get("domainName").then((domainDetail) => {
      let ticket_conversations = getConversations(domainDetail.domainName, ticketDetail.ticket.id, 1, []);
      Promise.all([ticket_conversations]).then(function (data) {
        let conversations = data[0];
        console.log(conversations);

        let user_conversations = conversations.filter(converstation => (converstation.private === false));
        let conIdx = user_conversations.length - 1;
        if (user_conversations.length > 3) {
          client.interface.trigger("click", { id: "deleteQuotedText" })
            .then(function () {

              conIdx = user_conversations.length - 1;
              body_text = ``;
              for (let i = conIdx; i > 0; i--) {
                body_text += user_conversations[i].body;
              }
              client.interface.trigger("setValue", { id: "editor", text: body_text, replace: true });
            }).catch(handleErr);
        }
              
      }).catch(handleErr);
    }, error => {
      handleErr(error)
    });
  }, error => {
    handleErr(error)
  });
}

function getConversations(domainName, ticketId, page, conversations) {
  const dataUrl = `https://${domainName}/api/v2/tickets/${ticketId}/conversations`;
  const options = { headers: { "Authorization": "Basic <%= encode(iparam.apiKey) %>" } };
  return new Promise(function (resolve, reject) {
    client.request.get(dataUrl, options).then(function (data) {
      let response = JSON.parse(data.response);
      conversations = conversations.concat(response);
      page++;
      if (response.length != 0) {
        getConversations(page, conversations).then(function (data) {
          resolve(data);
        }, function () {
          resolve(conversations);
        });
      } else {
        resolve(conversations);
      }
    }).catch(function (err) {
      reject(err);
    });
  });
}

function handleErr(err = 'None') {
  console.error(`Error occured. Details:`, err);
}

And the manifest.json

{
  "platform-version": "2.2",
  "product": {
    "freshdesk": {
      "location": {
        "ticket_conversation_editor": {
          "url": "index.html",
          "icon": "styles/images/icon.svg"
        }
      }
    }
  },
  "whitelisted-domains": ["https://*.freshdesk.com"],
  "engines": {
    "node": "14.17.3",
    "fdk": "8.3.3"
  }
}

[Santhosh (Santhosh Balusamy)]

@Sachin_Kumar,
Good Day!
As per your code, there is nothing related to opening the modal, might be an issue with the product

Can you please share the App.zip to investigate further?

We will report it to the product team if it is a bug.

Thanks

[Sachin_Kumar]

Hi @Santhosh

Thanks for your response. PFA .zip
AddConversationsTrail_Debug.zip (7.3 KB)

[Santhosh (Santhosh Balusamy)]

@Sachin_Kumar,
Seems like this is an issue with the product,
Let me reach out to the product team and get it solved.

Thanks for reporting!

[Sachin_Kumar]

@Santhosh

Thanks a lot.

[Saif (Saif Ali Shaik)]

Seems like the Freshdesk team has recognized this is a problem, and the issue has been logged.