Akeeba Ticket System

#39917 Canned Replies stopped working and display a greyed out display

Posted in ‘Akeeba Ticket System for Joomla! 4 & 5’
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Joomla! version
PHP version
Akeeba Ticket System version

Latest post by nicholas on Monday, 04 December 2023 04:28 CST

[email protected]


it's me again...apologies in advance.

I have noticed that "Canned Replies" have stopped working properly. When attemping to insert a canned reply a greyed out screen is displayed and I am forced to refresh the screen.

Here is a brief screen recording showing the issue:

Any thought or ideas what is causing this?

Thanks in advance!


[email protected]


After further testing it seems that the behavior I described is only applied to NON "super users". If I access a ticket as a super user, canned replies behave as expected.


I did update from 5.3.1 To 5.3.3 today, could this be related?




Akeeba Staff

This looks like a JCE bug which was fixed in the latest release a few days ago.

Your problem here happens in the editor, before our code runs. Our plugin says "when the user clicks this button you must display a modal dialog with such and such URL opened in an IFRAME inside it". JCE shows the modal background blocker overlay, but does not open the modal. This was, indeed, a bug that JCE had and fixed very recently, in version 2.9.52, see

If updating JCE does not help please contact its author, Ryan Demmer. He's more than happy to identify and fix this kind of issues.

Nicholas K. Dionysopoulos

Lead Developer and Director

🇬🇷Greek: native 🇬🇧English: excellent 🇫🇷French: basic • 🕐 My time zone is Europe / Athens
Please keep in mind my timezone and cultural differences when reading my replies. Thank you!

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