Cannot paste into FreshService using Firefox 55.0.3 (32-bit)

  • 7 September 2017
  • 13 replies

Received reports that agents using Firefox can not copy and paste text anywhere into FreshService.  After some testing we were able to replicate when using Firefox version 55.0.3.  Copy/paste is still working on an older version of Firefox (54.0.1) but when Firefox is restarted it automatically updates.

When you copy text from another application and try to paste it into FreshService the page jumps to the bottom and the text is not copied.  This happens whether you use Ctrl P, or right click and select Paste, or even using Firefox's own Paste function.

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13 replies

Any update on this one at all, been reported by a few of our agents too

We are looking into this and will come back with an update soon.


Received the same info from our agents

I have the same problem in 55.0.3 (64-bit) as well.


 Same problem here, and it's REALLY annoying.

I have agents that are experiencing this as well. Can we have an update pls?

I'm still getting this error.

I think this is a workaround for this issue. It was tested on a fresh install of firefox. Your results may vary.

I am not an employee of FreshService.

I'm not responsible for anything that happens to you because of this solution.

Proceed at your own risk.

1. In the FireFox URL bar, type about:config and press Enter.

2. Type "clipb" into the search bar.

3. Double Click on "dom.event.clipboardevents.enabled". This should change the "Status" to "modified" and the "Value" to "True"

4. Close all FireFox tabs, then open a new FireFox window, navigate to a text field in FreshService and test.

Hope this helps someone. If this works for you, you have my permission to take full credit at your organization so that you look like a super cool hero to someone.

Following the above directions from Karim changes the value of dom.event.clipboardevents.enabled to false as indicated in the picture.  This did resolve the issue, but it is definitely a workaround which could break functionality elsewhere on the web.  When this setting is defaulted, the onpaste event is calling redactor.js which returns a NS_ERROR_FAILURE in Firefox which is apparently a XSS error in this context.  Is there any update from support on this issue?

Update: We will be fixing copy and paste issues using Firefox by 3rd week of October.


Thanks for addressing this. Quite annoying since Firefox is my main browser, and the workaround breaks other things I do. I have to use Chrome just for Fresh Service which is unacceptable as a long-term solution. I have a feeling Fresh Service intercepts the paste process to validate data, which it should be very careful about doing (or just completely avoid doing at all in the future).


Update: The fix will be little delayed from the date announced earlier, we are targeting coming Monday (23rd).


Resolved : The issue with copy paste from Firefox has been resolved in todays deployment.