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270
Perl OTRS/Kernel/Output/HTML/Article/Chat.pm
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270
Perl OTRS/Kernel/Output/HTML/Article/Chat.pm
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# --
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# Copyright (C) 2001-2019 OTRS AG, https://otrs.com/
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# --
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# This software comes with ABSOLUTELY NO WARRANTY. For details, see
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# the enclosed file COPYING for license information (GPL). If you
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# did not receive this file, see https://www.gnu.org/licenses/gpl-3.0.txt.
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# --
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package Kernel::Output::HTML::Article::Chat;
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use strict;
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use warnings;
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use parent 'Kernel::Output::HTML::Article::Base';
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use Kernel::System::VariableCheck qw(:all);
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our @ObjectDependencies = (
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'Kernel::Config',
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'Kernel::Language',
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'Kernel::Output::HTML::Article::Base',
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'Kernel::Output::HTML::Layout',
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'Kernel::System::CustomerUser',
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'Kernel::System::HTMLUtils',
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'Kernel::System::Log',
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'Kernel::System::Ticket::Article',
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'Kernel::System::User',
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);
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=head2 ArticleFields()
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Returns common article fields for a Chat article.
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my %ArticleFields = $LayoutObject->ArticleFields(
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TicketID => 123, # (required)
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ArticleID => 123, # (required)
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);
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Returns:
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%ArticleFields = (
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Sender => { # mandatory
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Label => 'Sender',
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Value => 'John Doe',
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Prio => 100,
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},
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Subject => { # mandatory
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Label => 'Subject',
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Value => 'Article subject',
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Prio => 200,
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},
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...
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);
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=cut
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sub ArticleFields {
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my ( $Self, %Param ) = @_;
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# Check needed stuff.
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for my $Needed (qw(TicketID ArticleID)) {
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if ( !$Param{$Needed} ) {
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$Kernel::OM->Get('Kernel::System::Log')->Log(
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Priority => 'error',
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Message => "Need $Needed!",
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);
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return;
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}
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}
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my $ArticleBackendObject = $Kernel::OM->Get('Kernel::System::Ticket::Article')->BackendForArticle(%Param);
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my %Article = $ArticleBackendObject->ArticleGet(
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%Param,
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);
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my $Sender;
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my $SenderRealname;
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if ( IsArrayRefWithData( $Article{ChatMessageList} ) ) {
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# Get ID and type of first person in conversation.
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if (
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IsHashRefWithData( $Article{ChatMessageList}->[0] )
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&& $Article{ChatMessageList}->[0]->{ChatterType}
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)
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{
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# Get agent data.
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if ( $Article{ChatMessageList}->[0]->{ChatterType} eq 'User' ) {
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my %AgentData = $Kernel::OM->Get('Kernel::System::User')->GetUserData(
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UserID => $Article{ChatMessageList}->[0]->{ChatterID},
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NoOutOfOffice => 1,
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);
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$Sender = "$AgentData{UserFullname} <$AgentData{UserEmail}>";
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$SenderRealname = $AgentData{UserFullname};
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}
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# Get customer data.
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elsif ( $Article{ChatMessageList}->[0]->{ChatterType} eq 'Customer' ) {
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my $CustomerUserObject = $Kernel::OM->Get('Kernel::System::CustomerUser');
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my %CustomerData = $CustomerUserObject->CustomerUserDataGet(
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User => $Article{ChatMessageList}->[0]->{ChatterID},
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);
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my $CustomerName = $CustomerUserObject->CustomerName(
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UserLogin => $Article{ChatMessageList}->[0]->{ChatterID},
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);
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$Sender = "$CustomerName <$CustomerData{UserEmail}>";
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$SenderRealname = $CustomerName;
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}
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}
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}
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my $SenderDisplayType = $Kernel::OM->Get('Kernel::Config')->Get('Ticket::Frontend::DefaultSenderDisplayType')
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|| 'Realname';
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my $HiddenType = $SenderDisplayType eq 'Realname' ? 'Value' : 'Realname';
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my %Result = (
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Sender => {
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Label => 'Sender',
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Value => $Sender,
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Realname => $SenderRealname,
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Prio => 100,
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$HiddenType . Hidden => 'Hidden',
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},
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Subject => {
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Label => 'Subject',
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Value => $Kernel::OM->Get('Kernel::Language')->Translate('Chat'),
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Prio => 200,
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},
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);
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return %Result;
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}
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=head2 ArticlePreview()
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Returns article preview for a Chat article.
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$LayoutObject->ArticlePreview(
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TicketID => 123, # (required)
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ArticleID => 123, # (required)
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ResultType => 'plain', # (optional) plain|HTML. Default HTML.
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MaxLength => 50, # (optional) performs trimming (for plain result only)
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);
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Returns article preview in scalar form:
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$ArticlePreview = 'John Doe [2017-06-08 15:46:51] Hello, world!';
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=cut
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sub ArticlePreview {
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my ( $Self, %Param ) = @_;
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# Check needed stuff.
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for my $Needed (qw(TicketID ArticleID)) {
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if ( !$Param{$Needed} ) {
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$Kernel::OM->Get('Kernel::System::Log')->Log(
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Priority => 'error',
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Message => "Need $Needed!",
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);
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return;
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}
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}
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if ( $Param{MaxLength} && !IsPositiveInteger( $Param{MaxLength} ) ) {
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$Kernel::OM->Get('Kernel::System::Log')->Log(
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Priority => 'error',
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Message => "MaxLength must be positive integer!"
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);
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return;
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}
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my $ArticleBackendObject = $Kernel::OM->Get('Kernel::System::Ticket::Article')->BackendForArticle(%Param);
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my %Article = $ArticleBackendObject->ArticleGet(
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%Param,
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DynamicFields => 0,
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);
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my $Result = $Kernel::OM->Get('Kernel::Output::HTML::Layout')->Output(
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TemplateFile => 'ArticleContent/Chat',
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Data => {
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ChatMessages => $Article{ChatMessageList},
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},
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);
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if ( $Param{ResultType} && $Param{ResultType} eq 'plain' ) {
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$Result = $Kernel::OM->Get('Kernel::System::HTMLUtils')->ToAscii(
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String => $Result,
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);
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$Result =~ s{\n\s*\n}{\n}g; # Remove extra new lines.
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$Result =~ s/[^\S\n]+/ /g; # Remove extra spaces.
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if ( $Param{MaxLength} ) {
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# trim
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$Result = substr( $Result, 0, $Param{MaxLength} );
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}
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}
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return $Result;
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}
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=head2 ArticleCustomerRecipientsGet()
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Get customer users from an article to use as recipients.
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my @CustomerUserIDs = $LayoutObject->ArticleCustomerRecipientsGet(
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TicketID => 123, # (required)
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ArticleID => 123, # (required)
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);
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Returns array of customer user IDs who should receive a message:
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@CustomerUserIDs = (
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'customer-1',
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'customer-2',
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...
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);
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=cut
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sub ArticleCustomerRecipientsGet {
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my ( $Self, %Param ) = @_;
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for my $Needed (qw(TicketID ArticleID)) {
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if ( !$Param{$Needed} ) {
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$Kernel::OM->Get('Kernel::System::Log')->Log(
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Priority => 'error',
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Message => "Need $Needed!",
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);
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return;
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}
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}
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my %Article = $Kernel::OM->Get('Kernel::System::Ticket::Article')->BackendForArticle(%Param)->ArticleGet(%Param);
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return if !%Article;
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my $CustomerUserObject = $Kernel::OM->Get('Kernel::System::CustomerUser');
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my @CustomerUserIDs;
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CHAT_MESSAGE:
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for my $ChatMessage ( @{ $Article{ChatMessageList} // [] } ) {
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# Process all chat messages where the sender was a customer.
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next CHAT_MESSAGE if !$ChatMessage->{ChatterType} eq 'Customer';
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# Get single customer user from customer backend based on the ID address.
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my %CustomerSearch = $CustomerUserObject->CustomerSearch(
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UserLogin => $ChatMessage->{ChatterID},
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Limit => 1,
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);
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next CHAT_MESSAGE if !%CustomerSearch;
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# Save customer user ID if not already present in the list.
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for my $CustomerUserID ( sort keys %CustomerSearch ) {
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push @CustomerUserIDs, $CustomerUserID if !grep { $_ eq $CustomerUserID } @CustomerUserIDs;
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}
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}
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return @CustomerUserIDs;
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}
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1;
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