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  1. Jira Service Management Data Center
  2. JSDSERVER-12316

Spinning icon for Text Field in Customer Portal create request screen

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    • Icon: Bug Bug
    • Resolution: Fixed
    • Icon: Highest Highest
    • 5.4.3, 5.7.0, 4.20.19
    • 5.4.1, 4.20.16, 5.5.0, 4.20.17, 5.4.2, 5.6.0, 5.6.1
    • Customer Portal
    • None

      Problem

      There is a continuous spinning icon for text fields when it is configured to appear in the Customer Portal create request screen

      Environment

      JSM 5.4.1
      JSM 5.5.0

      Steps to Reproduce

      1. Install JSM and create a Service project
      2. Create a Text Field (multi-line) custom field and add to the project screens
      3. Configure the request type for the project
      4. Add the custom field to a request type
      5. Navigate to the portal and access that request type screen

      Expected Results

      1. The field appears as just a regular text field box
        • Screenshot taken from JSM 5.4.0

      Actual Results

      1. Top bar of the box has a continuous loading icon, as if it's waiting for RTE to be loaded

      Workaround

      A work around for this bug is setting the following feature flag "sd.customer.portal.wysiwyg.editor.skeleton.loader.disabled"

      Follow this link for instructions: https://confluence.atlassian.com/jirakb/how-to-manage-dark-features-in-jira-959286331.html 

      Notes

      • Doesn't happen in JSM 5.4.0
      • Although just a cosmetic issue, it causes a lot of misunderstanding to end users and customers who think something may be loading

        1. Screenshot_2023-01-18 19.53.02 PM.png
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        2. Screenshot_2023-01-18 19.53.55 PM.png
          Screenshot_2023-01-18 19.53.55 PM.png
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            [JSDSERVER-12316] Spinning icon for Text Field in Customer Portal create request screen

            Janelle Johnson added a comment - - edited

            We are also having the same issue in 5.6.. 

            Janelle Johnson added a comment - - edited We are also having the same issue in 5.6.. 

            Ulf Johansson added a comment - - edited

            We have this issue.

            We run JSM 5.6.0 in our Azure tenant on Windows server.
            In front of Jira we have Azure Application Gateway.
            Dark feature "sd.customer.portal.wysiwyg.editor.skeleton.loader" is not enabled.

            Is there patch coming in JSM 5.6.1?

            Ulf Johansson added a comment - - edited We have this issue. We run JSM 5.6.0 in our Azure tenant on Windows server. In front of Jira we have Azure Application Gateway. Dark feature "sd.customer.portal.wysiwyg.editor.skeleton.loader" is not enabled. Is there patch coming in JSM 5.6.1?

            Gonchik Tsymzhitov added a comment -

            Thank you! great for 4.20.18

            Gonchik Tsymzhitov added a comment - Thank you! great for 4.20.18

            Waqar Mustafa added a comment -

            same issue in 5.5.0 and 5.6.0 versions (STG and PROD environments)

            Waqar Mustafa added a comment - same issue in 5.5.0 and 5.6.0 versions (STG and PROD environments)

            Dana M. Jansen added a comment -

            Same issue in 5.6.0

            Dana M. Jansen added a comment - Same issue in 5.6.0

            Jeff Maynard added a comment -

            We're having the same issue on 5.4.2.

            Jeff Maynard added a comment - We're having the same issue on 5.4.2.

            Thomas Bowes (Inactive) added a comment -

            Hi eb67d692c416,

            The feature behind this flag allows users to begin typing up their descriptions on the customer portal create request form, and comments on the customer portal request view without mark up features, while the WYSIWYG editor (what you see is what you get) loaded. This is particularly useful for users with slower internet connections. 

            Thomas Bowes (Inactive) added a comment - Hi eb67d692c416 , The feature behind this flag allows users to begin typing up their descriptions on the customer portal create request form, and comments on the customer portal request view without mark up features, while the WYSIWYG editor (what you see is what you get) loaded. This is particularly useful for users with slower internet connections. 

            Michael Mohr added a comment -

            BTW at least for us that disabled dar feature does not solve our problem. Currently Atlassian is investigating if this problem is caused by a Security Application gateway through that customers access our JSD Portal.

            Michael Mohr added a comment - BTW at least for us that disabled dar feature does not solve our problem. Currently Atlassian is investigating if this problem is caused by a Security Application gateway through that customers access our JSD Portal.

            Marcus Matos added a comment -

            What are the functional impacts of setting the sd.customer.portal.wysiwyg.editor.skeleton.loader.disabled feature flag? I'm unable to locate any additional information on this flag, and I'd like to avoid being surprised to find some feature no longer works.

            Marcus Matos added a comment - What are the functional impacts of setting the sd.customer.portal.wysiwyg.editor.skeleton.loader.disabled feature flag? I'm unable to locate any additional information on this flag, and I'd like to avoid being surprised to find some feature no longer works.

            Michael Mohr added a comment - - edited

            also impact us on JSD Version 4.20.13

            Deeper investigations shows that when this problem is happening a HTTP 307 (temporary redirects) is responded to the client with a curious URL like

            https://jiraservicedesk.dieboldnixdorf.com/mwg-internal/de5fs23hu73ds/progress?id=OogopiUn5ITuMdxqZxWD3rKjeWRR_4BSeTmJKIvJvV4,

            So why does Atlassian JSD temporary redirect to this curious URL. Se related JSD Ticket for further information like HAR files. 

            Michael Mohr added a comment - - edited also impact us on JSD Version 4.20.13 Deeper investigations shows that when this problem is happening a HTTP 307 (temporary redirects) is responded to the client with a curious URL like https://jiraservicedesk.dieboldnixdorf.com/mwg-internal/de5fs23hu73ds/progress?id=OogopiUn5ITuMdxqZxWD3rKjeWRR_4BSeTmJKIvJvV4, So why does Atlassian JSD temporary redirect to this curious URL. Se related JSD Ticket for further information like HAR files. 

              d905be0698b9 Thomas Bowes (Inactive)
              ywoo Yit Wei
              Affected customers:
              24 This affects my team
              Watchers:
              61 Start watching this issue

                Created:
                Updated:
                Resolved: