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    Anthony Smith
    18A - Answer Editor IssuesAnswered
    Topic posted March 13, 2018 by Anthony SmithSpecialist, last edited March 18, 2018 
    1981 Views, 46 Comments
    Title:
    18A - Answer Editor Issues
    Content:

    Anyone that is considering switching to 18A, as awesome as this release is because of the versioning and a bunch of other stuff however there is one thing that isnt included in the release notes, and looks like the documentation for 18A is still showing earlier version screenshots and not the current ones.

    The HTML editor is no longer colour coded, if your content editors are spending most of their time editing HTML (such as the ones in our team), then this will cause a bit of an issue.

    I escalated this as an SR and it looks unclear whether this feature will become available, here is part of the reply:

    "We had reached out to our development team about this same issue when we upgraded our own site and we were told that this was an expected change with the new answer editor so that it could better integrate with the Browser User Interface.

    I am going to re-ask our development team to scope this issue.
    If a defect is identified, the development team will scope a fix, schedule the work, and determine the target release(s) for the fix. The target release depends on the severity of the defect and the significance of the necessary code changes.  We are unable to provide you a date on which you can expect a fix but we will update this service request again in the future when the solution has been delivered within a maintenance pack or new release available for immediate upgrade.
    If the defect is not verified and found to be working as originally designed, we will update this service request with further information at that time."
     

    So if you rely heavily on working in source, you may want to keep this in mind before upgrading.

    --------------------

    Edit (March 19)

    We've since identified a few more faults that have been introduced as part of 18A. I've listed them in the Idea Lab (http://communities.rightnow.com/posts/8e4a409e37) but I'm hoping that'll be sorted in the next release as I can see many organisations struggling with this.

    • WYSIWYG gets two vertical scrollbars when the content gets to a certain size (roughly 30-60 lines, we haven't counted but it's nothing out of the ordinary). Also as an additional annoyance, if you scroll the "outer" scrollbar, then alt-tab to another page and come back, the scrollbar defaults back up to the top so you have to scroll down to the right area again.
    • Tool bar scrolls out of view - then one of theh vertical scrollbars is scrolled down, the toolbar (which is no longer pinned to the left but is now at the top) scrolls out of view.
    • Using "Paste as text" feature now adds <div> tags to every line instead of <p>, etc. This prevents editors from being able to complete certain actions in the WYSIWYG without editing the source e.g. changing bulletpoint level, etc.

    As a workaround we are now making most our edits in Notepad++ and then pasting the source back into the WYSIWYG as it seems to be a bit quicker and less frustrating for our content team.

    Version:
    18A

    Best Answer

    Jeff Elser

    Thanks to everyone for working together in this thread to try to find solutions or workarounds for these issues. I'm very sorry you've had to deal with these issues.

    Fixing the problems with the implementation of the new CKEditor is a high priority. We are working to get these issues resolved as quickly as we can (and including them in service packs if possible). If you encounter one or more of these issues, please submit an incident to customer care, even if you know other customers have already reported the defect. This will allow us to notify you when the issues are resolved.

    We are working hard to prevent this from happening again. We've quadrupled our regression testing and the number of test points is still growing. We've also implemented some organizational changes in dev and PM that should help catch similar usability issues in the future.

    Sorry again for this poor experience and thanks for your patience while we get it all sorted out.

    Answer

    • eleep

      Thank you for taking the time to share this change with the community, Anthony! We appreciate you taking the time to share this key difference here. Just wanted to let you know that I have also notified Documentation of this, so they can look into what updates would be appropriate.

      Best,

      Erica, Oracle Service Cloud

    • Dev

      The issues with the new editor, between lack of syntax highlighting and those weird two scrollbars, are driving our editing team nuts and, more importantly, are wasting their time tool-switching and finding new tools and workflows for something that used to work OK.

       

      Is there any way to install CKeditor plugins to add features like syntax highlighting?

    • Anthony Smith
      Dev said:

      The issues with the new editor, between lack of syntax highlighting and those weird two scrollbars, are driving our editing team nuts and, more importantly, are wasting their time tool-switching and finding new tools and workflows for something that used to work OK.

       

      Is there any way to install CKeditor plugins to add features like syntax highlighting?

      View original

      Yeah I was wondering how bad this woudl impact larger organisations. If Oracle doesnt address this soon and someone finds a fix, could someone post it here please. The amount of time we're wasting (and the disengagement of the content team) is pretty dissapointing.

      Surely the release team would've tested this before rolling this out and assessed the impact to customers? I understand wanting to align web and .Net interfaces, but not by taking away existing functionality and introducing new bugs that would've been spotted in the first 5 minutes of testing.

    • Mig Ponce

      This is a slightly different request/question but it's related to 18A CKEditor updates so I think this thread is a good place for it.

      Is there a way to customize the buttons available in the new CKEditor? For instance, I have a request to add a 'break' button ('br' tag) without going into the Source.

    • Heather Patryluk

      Hi there, I don't know if this will help and maybe you figured this out already, but if you use shift-enter in design mode, it will put a <br /> tag in the source mode. That's a workaround solution that Oracle provided to us.

      I also wanted to comment on the initial post that Anthony made in regards to the 18A Editor issues.Thanks goodness we saw his post!!  There are certainly a lot of issues with this editor. We tested the upgrade on a cloned site and everything look great, until we had our primary content editor test the editor. We have issued SR's for all the issues Anthony mentioned (and more) and have told Oracle that we will not upgrade until they are fixed - one of those being the double scroll bar issue. Oracle has come back  informing us:

      "During our investigation we have found that the new answer content editor is hosted in an embedded browser, so completely removing the second scroll bar is not possible. The outer scroll bar is necessary to allow access to the toolbar dialogs (e.g. insert image) which are displayed within the browser window but cannot be scrolled using the inner browser scroll bar. This is a third party library that we cannot change.

      However our development team has been working to improve the scrolling situation in this area overall. This fix has been accepted for the upcoming service pack. I will let you know when this fix is available for your testing."

      It certainly doesn't look promising at all.

      Another important SR we issued was the lack of the colored source code and we have been informed that this will not happen til much later in the year. 

      For other SR's that we have issued, Oracle has provided us with workarounds (mostly working with the source code) and say that they will continue to investigate and if they determine it's a bug then they will fix it and let us know the target release.

      From what we have seen we are VERY frustrated with this editor - seems like we have gone 10 steps backwards.

    • Anthony Smith

      Hey thanks for replying Heather. Yeah it's a real pain. All our content team are now working purely in Notepad++ and just pasting the code back into the editor. It's a shocking oversight, and the amount of time we're losing because of this is pretty significant.

      Lucky I also have 2 test sites available which aren't in 18A so I'm planning to replicate all customisations from our live site into the older test site which still has an "unbroken" WYSIWIG, and then basically create all content in our test site, and then once we're happy copy/paste source for individual answers into the live 18A site. Still a lot of double handling but I won't have the editors ripping their hair out because of double scrollbars and the editor buttons scrolling out of view.

    • Dev

      For what it's worth, the double scroll bar isn't an issue in Browser UI. Content teams may do well to switch.

    • Anthony Smith

      Hey yeah didnt think to try that, good point. Will test this out later today. Thanks!

    • Heather Patryluk

      Adam, let me know how the test goes with the BUI? We don't have it set up and not sure what it takes to get this going - will investigate this. But,  if it's not going to work for you then there's no  point in having our content editors use it.

    • Anthony Smith
      Heather Patryluk said:

      Adam, let me know how the test goes with the BUI? We don't have it set up and not sure what it takes to get this going - will investigate this. But,  if it's not going to work for you then there's no  point in having our content editors use it.

      View original

      We've tested it out, the weird double-scrollbar issue actually still persists in browsers but only for some answers, and for some users. Some are ok whether its Chrome, IE or Safari and all content looks ok, but a few of our editors who are using same browser versions, etc, and they're getting double scroll bars. Except at least the menu doesnt scroll out of view which was the biggest headache.

      So overall it's still far worse than 17D and earlier versions since there is no colour coding, and a bunch of other stuff which I'm sure you have found e.g. cannot highlight code and select it using the conditional tags, like you could before, etc. But the fact that the menu doesn't scroll out of view definitely helps.

      Maybe this was part of the strategy to get people off .NET and onto BUI so they don't have to maintain it once everyone moves across? I refuse to believe that Oracle would release this on purpose. As far back as I can remember to when I started using RN in about 2010, most releases were well tested, and even if there were bugs they were normally pretty minor. This is a huge change which took us back to what the WYSIWIG looked like 5-6 years ago, and somehow it just wasn't picked up during testing? I'm not one for conspiracy theories, but there is no other way to explain it.

      p.s. one of the editors just sent this as a list of advantages of BUI over 18A .NET console, they are definitely less stressed now that's for sure. I haven't had a stapler thrown at me since they have started using BUI.

      • Faster to navigate in and out of (especially when saving changes and checking them in browser as the local version re-opens once it has finished refreshing)
      • Pasting into WYSIWYG strips the formatting (font style)
      • Top menu scrolls with the page
    • Jeff Elser

      Thanks to everyone for working together in this thread to try to find solutions or workarounds for these issues. I'm very sorry you've had to deal with these issues.

      Fixing the problems with the implementation of the new CKEditor is a high priority. We are working to get these issues resolved as quickly as we can (and including them in service packs if possible). If you encounter one or more of these issues, please submit an incident to customer care, even if you know other customers have already reported the defect. This will allow us to notify you when the issues are resolved.

      We are working hard to prevent this from happening again. We've quadrupled our regression testing and the number of test points is still growing. We've also implemented some organizational changes in dev and PM that should help catch similar usability issues in the future.

      Sorry again for this poor experience and thanks for your patience while we get it all sorted out.

    • Anthony Smith
      Jeff Elser said:

      Thanks to everyone for working together in this thread to try to find solutions or workarounds for these issues. I'm very sorry you've had to deal with these issues.

      Fixing the problems with the implementation of the new CKEditor is a high priority. We are working to get these issues resolved as quickly as we can (and including them in service packs if possible). If you encounter one or more of these issues, please submit an incident to customer care, even if you know other customers have already reported the defect. This will allow us to notify you when the issues are resolved.

      We are working hard to prevent this from happening again. We've quadrupled our regression testing and the number of test points is still growing. We've also implemented some organizational changes in dev and PM that should help catch similar usability issues in the future.

      Sorry again for this poor experience and thanks for your patience while we get it all sorted out.

      View original

      Thanks very much Jeff!

    • Heather Patryluk

      Adam, thanks for the update.

       I also had our content editors also test the BUI and even though the double scroll bar is not there any longer, there are still major issue that need to be fixed before we can feel comfortable going ahead with the upgrade. We also noticed that manually adding a related answer to an answer is not available and we use this quite a bit, plus you can't see what was added  on an existing answer.

       

       

    • Heather Patryluk

      Forgot to mention that the double scroll bars appears when I made the browser window smaller - depending on the browser it occurred a different sizes.

    • Anthony Smith

      Yup looks like the double scroll bars depend on the resolution of the screen. Same with .NET - it almost looks like the devs used a really high resolution screen, and set the height of the window to match whatever res they had. But when someone uses a 1920x1080 or perhaps lower res screen, the secondary scrollbars occur. I guess essentially it's an iframe, so unless they can set the height to be dynamic, it'll always be a problem.

      Didn't actualy notice answer links missing as we're still only using Notepad++ so everyone just copies/pastes RN tags such as conditional content and links to other answers.

      Sounds like it's being given a higher priority so hopefully it'll get sorted sometime soon.