Summary
FAQ.Customer.RelatedArticles.js registers RichText editor event handlers using old CKEditor 4 event names. The current OTOBO RichText editor uses CKEditor 5, so the handlers for key, paste, and blur are not fired.
As a result, changes in the customer RichText body do not trigger the related FAQ article refresh logic.
Affected File
var/httpd/htdocs/js/FAQ.Customer.RelatedArticles.js
Actual Behavior
When typing, pasting, or leaving the RichText editor in the customer ticket message form:
- no RichText-related
console.log output appears
$('#Subject').trigger('change') is not executed from RichText events- related FAQ articles are not refreshed based on the updated body content
Expected Behavior
RichText editor interactions should trigger the existing FAQ related article refresh logic:
- key input should be detected
- paste should be detected
- blur/focus loss should be detected
- related FAQ articles should update when the body content changes
Technical Cause
The code uses CKEditor 4 style handlers:
CKEditorInstances['RichText'].on('key', ...)
CKEditorInstances['RichText'].on('paste', ...)
CKEditorInstances['RichText'].on('blur', ...)But Core.UI.RichTextEditor.js creates a CKEditor 5 ClassicEditor instance. CKEditor 5 requires different event APIs
Summary
FAQ.Customer.RelatedArticles.jsregisters RichText editor event handlers using old CKEditor 4 event names. The current OTOBO RichText editor uses CKEditor 5, so the handlers forkey,paste, andblurare not fired.As a result, changes in the customer RichText body do not trigger the related FAQ article refresh logic.
Affected File
var/httpd/htdocs/js/FAQ.Customer.RelatedArticles.jsActual Behavior
When typing, pasting, or leaving the RichText editor in the customer ticket message form:
console.logoutput appears$('#Subject').trigger('change')is not executed from RichText eventsExpected Behavior
RichText editor interactions should trigger the existing FAQ related article refresh logic:
Technical Cause
The code uses CKEditor 4 style handlers:
But Core.UI.RichTextEditor.js creates a CKEditor 5 ClassicEditor instance. CKEditor 5 requires different event APIs