RT4.4.0 allows the user to add a bunch of file attachments per ticket. This works just fine and out-of-the-box. However, when choosing a different language for a particular user, sometimes the area where the user is supposed to drop the files in does not show the proper message and it does not work at all. Instead of showing the instructional message: “Drop files here or press Click”, the gray area is oddly empty.
We have detected this issue on our fresh RT4.4.0 installation when setting the user’s language to Catalan. As the next screenshot shows, the Drop files zone has no message:
Using the browser’s error console
There were no error messages in our rt.log. Apache was not registering RT errors either. So it seemed obvious to look for issues concerning the client’s HTML/Script code. Therefore, I accessed the Creation Ticket page while enabling the browser’s error console. As soon as the page was loaded, this is what shown up:
Apparently, a non-escaped string was the culprit. In this case, the string “S’ha produït un error”. The exact character triggering the error is the well-known ‘.
Instead of messing with the code, I preferred to change the previous string with another one that did not have the ‘ character. And then, send a message to the RT developers to let them know about the BUG. Therefore, I searched for the previous string inside the RT4.4.0 directory:
grep -R “t un error” *
po/ca.po:msgstr “S’ha produït un error”
And the workaround was basically to replace that string with this other one:
msgstr “La comanda ha fallat”
Which is pretty much the same.
After that I deleted the manson cache and reloaded the Apache instance of RT. This time, the Attachment Drop zone was rendered properly, allowing me to attach files. This is shown below: