init III
This commit is contained in:
702
Perl OTRS/Kernel/System/PostMaster/FollowUp.pm
Normal file
702
Perl OTRS/Kernel/System/PostMaster/FollowUp.pm
Normal file
@@ -0,0 +1,702 @@
|
||||
# --
|
||||
# Copyright (C) 2001-2019 OTRS AG, https://otrs.com/
|
||||
# --
|
||||
# This software comes with ABSOLUTELY NO WARRANTY. For details, see
|
||||
# the enclosed file COPYING for license information (GPL). If you
|
||||
# did not receive this file, see https://www.gnu.org/licenses/gpl-3.0.txt.
|
||||
# --
|
||||
|
||||
package Kernel::System::PostMaster::FollowUp;
|
||||
|
||||
use strict;
|
||||
use warnings;
|
||||
|
||||
our @ObjectDependencies = (
|
||||
'Kernel::Config',
|
||||
'Kernel::System::DynamicField',
|
||||
'Kernel::System::DynamicField::Backend',
|
||||
'Kernel::System::Log',
|
||||
'Kernel::System::Ticket',
|
||||
'Kernel::System::Ticket::Article',
|
||||
'Kernel::System::DateTime',
|
||||
'Kernel::System::User',
|
||||
);
|
||||
|
||||
sub new {
|
||||
my ( $Type, %Param ) = @_;
|
||||
|
||||
# allocate new hash for object
|
||||
my $Self = {};
|
||||
bless( $Self, $Type );
|
||||
|
||||
# get parser object
|
||||
$Self->{ParserObject} = $Param{ParserObject} || die "Got no ParserObject!";
|
||||
|
||||
# Get communication log object.
|
||||
$Self->{CommunicationLogObject} = $Param{CommunicationLogObject} || die "Got no CommunicationLogObject!";
|
||||
|
||||
return $Self;
|
||||
}
|
||||
|
||||
sub Run {
|
||||
my ( $Self, %Param ) = @_;
|
||||
|
||||
# check needed stuff
|
||||
for (qw(TicketID InmailUserID GetParam Tn AutoResponseType)) {
|
||||
if ( !$Param{$_} ) {
|
||||
$Self->{CommunicationLogObject}->ObjectLog(
|
||||
ObjectLogType => 'Message',
|
||||
Priority => 'Error',
|
||||
Key => 'Kernel::System::PostMaster::FollowUp',
|
||||
Value => "Need $_!",
|
||||
);
|
||||
return;
|
||||
}
|
||||
}
|
||||
my %GetParam = %{ $Param{GetParam} };
|
||||
|
||||
# get ticket object
|
||||
my $TicketObject = $Kernel::OM->Get('Kernel::System::Ticket');
|
||||
|
||||
my $OwnerID = $GetParam{'X-OTRS-FollowUp-OwnerID'};
|
||||
if ( $GetParam{'X-OTRS-FollowUp-Owner'} ) {
|
||||
|
||||
my $TmpOwnerID = $Kernel::OM->Get('Kernel::System::User')->UserLookup(
|
||||
UserLogin => $GetParam{'X-OTRS-FollowUp-Owner'},
|
||||
);
|
||||
|
||||
$OwnerID = $TmpOwnerID || $OwnerID;
|
||||
}
|
||||
|
||||
if ($OwnerID) {
|
||||
my $Success = $TicketObject->TicketOwnerSet(
|
||||
TicketID => $Param{TicketID},
|
||||
NewUserID => $OwnerID,
|
||||
UserID => $Param{InmailUserID},
|
||||
);
|
||||
}
|
||||
|
||||
my $ResponsibleID = $GetParam{'X-OTRS-FollowUp-ResponsibleID'};
|
||||
if ( $GetParam{'X-OTRS-FollowUp-Responsible'} ) {
|
||||
|
||||
my $TmpResponsibleID = $Kernel::OM->Get('Kernel::System::User')->UserLookup(
|
||||
UserLogin => $GetParam{'X-OTRS-FollowUp-Responsible'},
|
||||
);
|
||||
|
||||
$ResponsibleID = $TmpResponsibleID || $ResponsibleID;
|
||||
}
|
||||
|
||||
if ($ResponsibleID) {
|
||||
my $Success = $TicketObject->TicketResponsibleSet(
|
||||
TicketID => $Param{TicketID},
|
||||
NewUserID => $ResponsibleID,
|
||||
UserID => $Param{InmailUserID},
|
||||
);
|
||||
}
|
||||
|
||||
# get ticket data
|
||||
my %Ticket = $TicketObject->TicketGet(
|
||||
TicketID => $Param{TicketID},
|
||||
DynamicFields => 0,
|
||||
);
|
||||
|
||||
my $Comment = $Param{Comment} || '';
|
||||
my $Lock = $Param{Lock} || '';
|
||||
my $AutoResponseType = $Param{AutoResponseType} || '';
|
||||
|
||||
# Check if owner of ticket is still valid
|
||||
my %UserInfo = $Kernel::OM->Get('Kernel::System::User')->GetUserData(
|
||||
UserID => $Ticket{OwnerID},
|
||||
);
|
||||
|
||||
# 1) check user, out of office, unlock ticket
|
||||
if ( $UserInfo{OutOfOfficeMessage} ) {
|
||||
|
||||
$TicketObject->TicketLockSet(
|
||||
TicketID => $Param{TicketID},
|
||||
Lock => 'unlock',
|
||||
UserID => $Param{InmailUserID},
|
||||
);
|
||||
|
||||
$Self->{CommunicationLogObject}->ObjectLog(
|
||||
ObjectLogType => 'Message',
|
||||
Priority => 'Notice',
|
||||
Key => 'Kernel::System::PostMaster::FollowUp',
|
||||
Value => "Ticket [$Param{Tn}] unlocked, current owner is out of office!",
|
||||
);
|
||||
}
|
||||
|
||||
# 2) check user, just lock it if user is valid and ticket was closed
|
||||
elsif ( $UserInfo{ValidID} eq 1 ) {
|
||||
|
||||
# set lock (if ticket should be locked on follow up)
|
||||
if ( $Lock && $Ticket{StateType} =~ /^close/i ) {
|
||||
|
||||
$TicketObject->TicketLockSet(
|
||||
TicketID => $Param{TicketID},
|
||||
Lock => 'lock',
|
||||
UserID => $Param{InmailUserID},
|
||||
);
|
||||
|
||||
$Self->{CommunicationLogObject}->ObjectLog(
|
||||
ObjectLogType => 'Message',
|
||||
Priority => 'Notice',
|
||||
Key => 'Kernel::System::PostMaster::FollowUp',
|
||||
Value => "Ticket [$Param{Tn}] still locked.",
|
||||
);
|
||||
}
|
||||
}
|
||||
|
||||
# 3) Unlock ticket, because current user is set to invalid
|
||||
else {
|
||||
|
||||
$TicketObject->TicketLockSet(
|
||||
TicketID => $Param{TicketID},
|
||||
Lock => 'unlock',
|
||||
UserID => $Param{InmailUserID},
|
||||
);
|
||||
|
||||
$Self->{CommunicationLogObject}->ObjectLog(
|
||||
ObjectLogType => 'Message',
|
||||
Priority => 'Notice',
|
||||
Key => 'Kernel::System::PostMaster::FollowUp',
|
||||
Value => "Ticket [$Param{Tn}] unlocked, current owner is invalid!",
|
||||
);
|
||||
}
|
||||
|
||||
# get config object
|
||||
my $ConfigObject = $Kernel::OM->Get('Kernel::Config');
|
||||
|
||||
# set state
|
||||
my $State = $ConfigObject->Get('PostmasterFollowUpState') || 'open';
|
||||
if (
|
||||
$Ticket{StateType} =~ /^close/
|
||||
&& $ConfigObject->Get('PostmasterFollowUpStateClosed')
|
||||
)
|
||||
{
|
||||
$State = $ConfigObject->Get('PostmasterFollowUpStateClosed');
|
||||
}
|
||||
if ( $GetParam{'X-OTRS-FollowUp-State'} ) {
|
||||
$State = $GetParam{'X-OTRS-FollowUp-State'};
|
||||
}
|
||||
|
||||
my $KeepStateHeader = $ConfigObject->Get('KeepStateHeader') || 'X-OTRS-FollowUp-State-Keep';
|
||||
if (
|
||||
( $Ticket{StateType} !~ /^new/ || $GetParam{'X-OTRS-FollowUp-State'} )
|
||||
&& !$GetParam{$KeepStateHeader}
|
||||
)
|
||||
{
|
||||
$TicketObject->TicketStateSet(
|
||||
State => $GetParam{'X-OTRS-FollowUp-State'} || $State,
|
||||
TicketID => $Param{TicketID},
|
||||
UserID => $Param{InmailUserID},
|
||||
);
|
||||
|
||||
$Self->{CommunicationLogObject}->ObjectLog(
|
||||
ObjectLogType => 'Message',
|
||||
Priority => 'Debug',
|
||||
Key => 'Kernel::System::PostMaster::FollowUp',
|
||||
Value => "Ticket state will be left unchanged! State: $State.",
|
||||
);
|
||||
}
|
||||
|
||||
# set pending time
|
||||
if ( $GetParam{'X-OTRS-FollowUp-State-PendingTime'} ) {
|
||||
|
||||
# You can specify absolute dates like "2010-11-20 00:00:00" or relative dates, based on the arrival time of the email.
|
||||
# Use the form "+ $Number $Unit", where $Unit can be 's' (seconds), 'm' (minutes), 'h' (hours) or 'd' (days).
|
||||
# Only one unit can be specified. Examples of valid settings: "+50s" (pending in 50 seconds), "+30m" (30 minutes),
|
||||
# "+12d" (12 days). Note that settings like "+1d 12h" are not possible. You can specify "+36h" instead.
|
||||
|
||||
my $TargetTimeStamp = $GetParam{'X-OTRS-FollowUp-State-PendingTime'};
|
||||
|
||||
my ( $Sign, $Number, $Unit ) = $TargetTimeStamp =~ m{^\s*([+-]?)\s*(\d+)\s*([smhd]?)\s*$}smx;
|
||||
|
||||
if ($Number) {
|
||||
$Sign ||= '+';
|
||||
$Unit ||= 's';
|
||||
|
||||
my $Seconds = $Sign eq '-' ? ( $Number * -1 ) : $Number;
|
||||
|
||||
my %UnitMultiplier = (
|
||||
s => 1,
|
||||
m => 60,
|
||||
h => 60 * 60,
|
||||
d => 60 * 60 * 24,
|
||||
);
|
||||
|
||||
$Seconds = $Seconds * $UnitMultiplier{$Unit};
|
||||
|
||||
# get datetime object
|
||||
my $DateTimeObject = $Kernel::OM->Create('Kernel::System::DateTime');
|
||||
$DateTimeObject->Add( Seconds => $Seconds );
|
||||
$TargetTimeStamp = $DateTimeObject->ToString();
|
||||
}
|
||||
|
||||
my $Updated = $TicketObject->TicketPendingTimeSet(
|
||||
String => $TargetTimeStamp,
|
||||
TicketID => $Param{TicketID},
|
||||
UserID => $Param{InmailUserID},
|
||||
);
|
||||
|
||||
# debug
|
||||
if ($Updated) {
|
||||
$Self->{CommunicationLogObject}->ObjectLog(
|
||||
ObjectLogType => 'Message',
|
||||
Priority => 'Debug',
|
||||
Key => 'Kernel::System::PostMaster::FollowUp',
|
||||
Value =>
|
||||
"Pending time update via 'X-OTRS-FollowUp-State-PendingTime'! State-PendingTime: $GetParam{'X-OTRS-FollowUp-State-PendingTime'}.",
|
||||
);
|
||||
}
|
||||
}
|
||||
|
||||
# set priority
|
||||
if ( $GetParam{'X-OTRS-FollowUp-Priority'} ) {
|
||||
|
||||
$TicketObject->TicketPrioritySet(
|
||||
TicketID => $Param{TicketID},
|
||||
Priority => $GetParam{'X-OTRS-FollowUp-Priority'},
|
||||
UserID => $Param{InmailUserID},
|
||||
);
|
||||
|
||||
$Self->{CommunicationLogObject}->ObjectLog(
|
||||
ObjectLogType => 'Message',
|
||||
Priority => 'Debug',
|
||||
Key => 'Kernel::System::PostMaster::FollowUp',
|
||||
Value =>
|
||||
"Priority update via 'X-OTRS-FollowUp-Priority'! Priority: $GetParam{'X-OTRS-FollowUp-Priority'}.",
|
||||
);
|
||||
}
|
||||
|
||||
# set queue
|
||||
if ( $GetParam{'X-OTRS-FollowUp-Queue'} ) {
|
||||
|
||||
$TicketObject->TicketQueueSet(
|
||||
Queue => $GetParam{'X-OTRS-FollowUp-Queue'},
|
||||
TicketID => $Param{TicketID},
|
||||
UserID => $Param{InmailUserID},
|
||||
);
|
||||
|
||||
$Self->{CommunicationLogObject}->ObjectLog(
|
||||
ObjectLogType => 'Message',
|
||||
Priority => 'Debug',
|
||||
Key => 'Kernel::System::PostMaster::FollowUp',
|
||||
Value =>
|
||||
"Queue update via 'X-OTRS-FollowUp-Queue'! Queue: $GetParam{'X-OTRS-FollowUp-Queue'}.",
|
||||
);
|
||||
}
|
||||
|
||||
# set lock
|
||||
if ( $GetParam{'X-OTRS-FollowUp-Lock'} ) {
|
||||
|
||||
$TicketObject->TicketLockSet(
|
||||
Lock => $GetParam{'X-OTRS-FollowUp-Lock'},
|
||||
TicketID => $Param{TicketID},
|
||||
UserID => $Param{InmailUserID},
|
||||
);
|
||||
|
||||
$Self->{CommunicationLogObject}->ObjectLog(
|
||||
ObjectLogType => 'Message',
|
||||
Priority => 'Debug',
|
||||
Key => 'Kernel::System::PostMaster::FollowUp',
|
||||
Value =>
|
||||
"Lock update via 'X-OTRS-FollowUp-Lock'! Lock: $GetParam{'X-OTRS-FollowUp-Lock'}.",
|
||||
);
|
||||
}
|
||||
|
||||
# set ticket type
|
||||
if ( $GetParam{'X-OTRS-FollowUp-Type'} ) {
|
||||
|
||||
$TicketObject->TicketTypeSet(
|
||||
Type => $GetParam{'X-OTRS-FollowUp-Type'},
|
||||
TicketID => $Param{TicketID},
|
||||
UserID => $Param{InmailUserID},
|
||||
);
|
||||
|
||||
$Self->{CommunicationLogObject}->ObjectLog(
|
||||
ObjectLogType => 'Message',
|
||||
Priority => 'Debug',
|
||||
Key => 'Kernel::System::PostMaster::FollowUp',
|
||||
Value =>
|
||||
"Type update via 'X-OTRS-FollowUp-Type'! Type: $GetParam{'X-OTRS-FollowUp-Type'}.",
|
||||
);
|
||||
}
|
||||
|
||||
# set ticket service
|
||||
if ( $GetParam{'X-OTRS-FollowUp-Service'} ) {
|
||||
|
||||
$TicketObject->TicketServiceSet(
|
||||
Service => $GetParam{'X-OTRS-FollowUp-Service'},
|
||||
TicketID => $Param{TicketID},
|
||||
UserID => $Param{InmailUserID},
|
||||
);
|
||||
|
||||
$Self->{CommunicationLogObject}->ObjectLog(
|
||||
ObjectLogType => 'Message',
|
||||
Priority => 'Debug',
|
||||
Key => 'Kernel::System::PostMaster::FollowUp',
|
||||
Value =>
|
||||
"Services update via 'X-OTRS-FollowUp-Service'! Service: $GetParam{'X-OTRS-FollowUp-Service'}.",
|
||||
);
|
||||
}
|
||||
|
||||
# set ticket sla
|
||||
if ( $GetParam{'X-OTRS-FollowUp-SLA'} ) {
|
||||
|
||||
$TicketObject->TicketSLASet(
|
||||
SLA => $GetParam{'X-OTRS-FollowUp-SLA'},
|
||||
TicketID => $Param{TicketID},
|
||||
UserID => $Param{InmailUserID},
|
||||
);
|
||||
|
||||
$Self->{CommunicationLogObject}->ObjectLog(
|
||||
ObjectLogType => 'Message',
|
||||
Priority => 'Debug',
|
||||
Key => 'Kernel::System::PostMaster::FollowUp',
|
||||
Value =>
|
||||
"SLA update via 'X-OTRS-FollowUp-SLA'! SLA: $GetParam{'X-OTRS-FollowUp-SLA'}.",
|
||||
);
|
||||
}
|
||||
|
||||
# get dynamic field objects
|
||||
my $DynamicFieldObject = $Kernel::OM->Get('Kernel::System::DynamicField');
|
||||
my $DynamicFieldBackendObject = $Kernel::OM->Get('Kernel::System::DynamicField::Backend');
|
||||
|
||||
# dynamic fields
|
||||
my $DynamicFieldList =
|
||||
$DynamicFieldObject->DynamicFieldList(
|
||||
Valid => 1,
|
||||
ResultType => 'HASH',
|
||||
ObjectType => 'Ticket',
|
||||
);
|
||||
|
||||
# set dynamic fields for Ticket object type
|
||||
DYNAMICFIELDID:
|
||||
for my $DynamicFieldID ( sort keys %{$DynamicFieldList} ) {
|
||||
next DYNAMICFIELDID if !$DynamicFieldID;
|
||||
next DYNAMICFIELDID if !$DynamicFieldList->{$DynamicFieldID};
|
||||
my $Key = 'X-OTRS-FollowUp-DynamicField-' . $DynamicFieldList->{$DynamicFieldID};
|
||||
if ( defined $GetParam{$Key} && length $GetParam{$Key} ) {
|
||||
|
||||
# get dynamic field config
|
||||
my $DynamicFieldGet = $DynamicFieldObject->DynamicFieldGet(
|
||||
ID => $DynamicFieldID,
|
||||
);
|
||||
|
||||
$DynamicFieldBackendObject->ValueSet(
|
||||
DynamicFieldConfig => $DynamicFieldGet,
|
||||
ObjectID => $Param{TicketID},
|
||||
Value => $GetParam{$Key},
|
||||
UserID => $Param{InmailUserID},
|
||||
);
|
||||
|
||||
$Self->{CommunicationLogObject}->ObjectLog(
|
||||
ObjectLogType => 'Message',
|
||||
Priority => 'Debug',
|
||||
Key => 'Kernel::System::PostMaster::FollowUp',
|
||||
Value =>
|
||||
"DynamicField update via '$Key'! Value: $GetParam{$Key}.",
|
||||
);
|
||||
}
|
||||
}
|
||||
|
||||
# reverse dynamic field list
|
||||
my %DynamicFieldListReversed = reverse %{$DynamicFieldList};
|
||||
|
||||
# set ticket free text
|
||||
my %Values =
|
||||
(
|
||||
'X-OTRS-FollowUp-TicketKey' => 'TicketFreeKey',
|
||||
'X-OTRS-FollowUp-TicketValue' => 'TicketFreeText',
|
||||
);
|
||||
for my $Item ( sort keys %Values ) {
|
||||
for my $Count ( 1 .. 16 ) {
|
||||
my $Key = $Item . $Count;
|
||||
if (
|
||||
defined $GetParam{$Key}
|
||||
&& length $GetParam{$Key}
|
||||
&& $DynamicFieldListReversed{ $Values{$Item} . $Count }
|
||||
)
|
||||
{
|
||||
# get dynamic field config
|
||||
my $DynamicFieldGet = $DynamicFieldObject->DynamicFieldGet(
|
||||
ID => $DynamicFieldListReversed{ $Values{$Item} . $Count },
|
||||
);
|
||||
if ($DynamicFieldGet) {
|
||||
my $Success = $DynamicFieldBackendObject->ValueSet(
|
||||
DynamicFieldConfig => $DynamicFieldGet,
|
||||
ObjectID => $Param{TicketID},
|
||||
Value => $GetParam{$Key},
|
||||
UserID => $Param{InmailUserID},
|
||||
);
|
||||
}
|
||||
|
||||
$Self->{CommunicationLogObject}->ObjectLog(
|
||||
ObjectLogType => 'Message',
|
||||
Priority => 'Debug',
|
||||
Key => 'Kernel::System::PostMaster::FollowUp',
|
||||
Value =>
|
||||
"DynamicField (TicketKey$Count) update via '$Key'! Value: $GetParam{$Key}.",
|
||||
);
|
||||
}
|
||||
}
|
||||
}
|
||||
|
||||
# set ticket free time
|
||||
for my $Count ( 1 .. 6 ) {
|
||||
|
||||
my $Key = 'X-OTRS-FollowUp-TicketTime' . $Count;
|
||||
|
||||
if ( defined $GetParam{$Key} && length $GetParam{$Key} ) {
|
||||
|
||||
# get datetime object
|
||||
my $DateTimeObject = $Kernel::OM->Create(
|
||||
'Kernel::System::DateTime',
|
||||
ObjectParams => {
|
||||
String => $GetParam{$Key}
|
||||
}
|
||||
);
|
||||
|
||||
if ( $DateTimeObject && $DynamicFieldListReversed{ 'TicketFreeTime' . $Count } ) {
|
||||
|
||||
# get dynamic field config
|
||||
my $DynamicFieldGet = $DynamicFieldObject->DynamicFieldGet(
|
||||
ID => $DynamicFieldListReversed{ 'TicketFreeTime' . $Count },
|
||||
);
|
||||
|
||||
if ($DynamicFieldGet) {
|
||||
my $Success = $DynamicFieldBackendObject->ValueSet(
|
||||
DynamicFieldConfig => $DynamicFieldGet,
|
||||
ObjectID => $Param{TicketID},
|
||||
Value => $GetParam{$Key},
|
||||
UserID => $Param{InmailUserID},
|
||||
);
|
||||
}
|
||||
|
||||
$Self->{CommunicationLogObject}->ObjectLog(
|
||||
ObjectLogType => 'Message',
|
||||
Priority => 'Debug',
|
||||
Key => 'Kernel::System::PostMaster::FollowUp',
|
||||
Value =>
|
||||
"DynamicField (TicketTime$Count) update via '$Key'! Value: $GetParam{$Key}.",
|
||||
);
|
||||
}
|
||||
}
|
||||
}
|
||||
|
||||
my $ArticleObject = $Kernel::OM->Get('Kernel::System::Ticket::Article');
|
||||
my $ArticleBackendObject = $ArticleObject->BackendForChannel(
|
||||
ChannelName => 'Email',
|
||||
);
|
||||
|
||||
my $IsVisibleForCustomer = 1;
|
||||
if ( length $GetParam{'X-OTRS-FollowUp-IsVisibleForCustomer'} ) {
|
||||
$IsVisibleForCustomer = $GetParam{'X-OTRS-FollowUp-IsVisibleForCustomer'};
|
||||
}
|
||||
|
||||
# Check if X-OTRS-FollowUp-SenderType exists, if not set default 'customer'.
|
||||
if ( !$ArticleObject->ArticleSenderTypeLookup( SenderType => $GetParam{'X-OTRS-FollowUp-SenderType'} ) )
|
||||
{
|
||||
$Self->{CommunicationLogObject}->ObjectLog(
|
||||
ObjectLogType => 'Message',
|
||||
Priority => 'Error',
|
||||
Key => 'Kernel::System::PostMaster::FollowUp',
|
||||
Value => "Can't find valid SenderType '$GetParam{'X-OTRS-FollowUp-SenderType'}' in DB, take 'customer'",
|
||||
);
|
||||
$GetParam{'X-OTRS-SenderType'} = 'customer';
|
||||
}
|
||||
|
||||
$Self->{CommunicationLogObject}->ObjectLog(
|
||||
ObjectLogType => 'Message',
|
||||
Priority => 'Debug',
|
||||
Key => 'Kernel::System::PostMaster::FollowUp',
|
||||
Value => "Going to create follow up for TicketID '$Param{TicketID}'.",
|
||||
);
|
||||
|
||||
# do db insert
|
||||
my $ArticleID = $ArticleBackendObject->ArticleCreate(
|
||||
TicketID => $Param{TicketID},
|
||||
SenderType => $GetParam{'X-OTRS-FollowUp-SenderType'},
|
||||
IsVisibleForCustomer => $IsVisibleForCustomer,
|
||||
From => $GetParam{From},
|
||||
ReplyTo => $GetParam{ReplyTo},
|
||||
To => $GetParam{To},
|
||||
Cc => $GetParam{Cc},
|
||||
Subject => $GetParam{Subject},
|
||||
MessageID => $GetParam{'Message-ID'},
|
||||
InReplyTo => $GetParam{'In-Reply-To'},
|
||||
References => $GetParam{'References'},
|
||||
ContentType => $GetParam{'Content-Type'},
|
||||
Body => $GetParam{Body},
|
||||
UserID => $Param{InmailUserID},
|
||||
HistoryType => 'FollowUp',
|
||||
HistoryComment => "\%\%$Param{Tn}\%\%$Comment",
|
||||
AutoResponseType => $AutoResponseType,
|
||||
OrigHeader => \%GetParam,
|
||||
);
|
||||
return if !$ArticleID;
|
||||
|
||||
$Self->{CommunicationLogObject}->ObjectLog(
|
||||
ObjectLogType => 'Message',
|
||||
Priority => 'Debug',
|
||||
Key => 'Kernel::System::PostMaster::FollowUp',
|
||||
Value => "Follow up created for TicketID '$Param{TicketID}' (ArticleID: '$ArticleID')",
|
||||
);
|
||||
|
||||
$Self->{CommunicationLogObject}->ObjectLookupSet(
|
||||
ObjectLogType => 'Message',
|
||||
TargetObjectType => 'Article',
|
||||
TargetObjectID => $ArticleID,
|
||||
);
|
||||
|
||||
my %CommunicationLogSkipAttributes = (
|
||||
Body => 1,
|
||||
Attachment => 1,
|
||||
);
|
||||
|
||||
ATTRIBUTE:
|
||||
for my $Attribute ( sort keys %GetParam ) {
|
||||
next ATTRIBUTE if $CommunicationLogSkipAttributes{$Attribute};
|
||||
|
||||
my $Value = $GetParam{$Attribute};
|
||||
next ATTRIBUTE if !( defined $Value ) || !( length $Value );
|
||||
|
||||
$Self->{CommunicationLogObject}->ObjectLog(
|
||||
ObjectLogType => 'Message',
|
||||
Priority => 'Debug',
|
||||
Key => 'Kernel::System::PostMaster::FollowUp',
|
||||
Value => "$Attribute: $Value",
|
||||
);
|
||||
}
|
||||
|
||||
# write plain email to the storage
|
||||
$ArticleBackendObject->ArticleWritePlain(
|
||||
ArticleID => $ArticleID,
|
||||
Email => $Self->{ParserObject}->GetPlainEmail(),
|
||||
UserID => $Param{InmailUserID},
|
||||
);
|
||||
|
||||
# write attachments to the storage
|
||||
for my $Attachment ( $Self->{ParserObject}->GetAttachments() ) {
|
||||
$ArticleBackendObject->ArticleWriteAttachment(
|
||||
Filename => $Attachment->{Filename},
|
||||
Content => $Attachment->{Content},
|
||||
ContentType => $Attachment->{ContentType},
|
||||
ContentID => $Attachment->{ContentID},
|
||||
ContentAlternative => $Attachment->{ContentAlternative},
|
||||
Disposition => $Attachment->{Disposition},
|
||||
ArticleID => $ArticleID,
|
||||
UserID => $Param{InmailUserID},
|
||||
);
|
||||
}
|
||||
|
||||
# dynamic fields
|
||||
$DynamicFieldList =
|
||||
$DynamicFieldObject->DynamicFieldList(
|
||||
Valid => 1,
|
||||
ResultType => 'HASH',
|
||||
ObjectType => 'Article'
|
||||
);
|
||||
|
||||
# set dynamic fields for Article object type
|
||||
DYNAMICFIELDID:
|
||||
for my $DynamicFieldID ( sort keys %{$DynamicFieldList} ) {
|
||||
next DYNAMICFIELDID if !$DynamicFieldID;
|
||||
next DYNAMICFIELDID if !$DynamicFieldList->{$DynamicFieldID};
|
||||
my $Key = 'X-OTRS-FollowUp-DynamicField-' . $DynamicFieldList->{$DynamicFieldID};
|
||||
if ( defined $GetParam{$Key} && length $GetParam{$Key} ) {
|
||||
|
||||
# get dynamic field config
|
||||
my $DynamicFieldGet = $DynamicFieldObject->DynamicFieldGet(
|
||||
ID => $DynamicFieldID,
|
||||
);
|
||||
|
||||
$DynamicFieldBackendObject->ValueSet(
|
||||
DynamicFieldConfig => $DynamicFieldGet,
|
||||
ObjectID => $ArticleID,
|
||||
Value => $GetParam{$Key},
|
||||
UserID => $Param{InmailUserID},
|
||||
);
|
||||
|
||||
$Self->{CommunicationLogObject}->ObjectLog(
|
||||
ObjectLogType => 'Message',
|
||||
Priority => 'Debug',
|
||||
Key => 'Kernel::System::PostMaster::FollowUp',
|
||||
Value => "Article DynamicField update via '$Key'! Value: $GetParam{$Key}.",
|
||||
);
|
||||
}
|
||||
}
|
||||
|
||||
# reverse dynamic field list
|
||||
%DynamicFieldListReversed = reverse %{$DynamicFieldList};
|
||||
|
||||
# set free article text
|
||||
%Values =
|
||||
(
|
||||
'X-OTRS-FollowUp-ArticleKey' => 'ArticleFreeKey',
|
||||
'X-OTRS-FollowUp-ArticleValue' => 'ArticleFreeText',
|
||||
);
|
||||
for my $Item ( sort keys %Values ) {
|
||||
for my $Count ( 1 .. 16 ) {
|
||||
my $Key = $Item . $Count;
|
||||
if (
|
||||
defined $GetParam{$Key}
|
||||
&& length $GetParam{$Key}
|
||||
&& $DynamicFieldListReversed{ $Values{$Item} . $Count }
|
||||
)
|
||||
{
|
||||
# get dynamic field config
|
||||
my $DynamicFieldGet = $DynamicFieldObject->DynamicFieldGet(
|
||||
ID => $DynamicFieldListReversed{ $Values{$Item} . $Count },
|
||||
);
|
||||
if ($DynamicFieldGet) {
|
||||
my $Success = $DynamicFieldBackendObject->ValueSet(
|
||||
DynamicFieldConfig => $DynamicFieldGet,
|
||||
ObjectID => $ArticleID,
|
||||
Value => $GetParam{$Key},
|
||||
UserID => $Param{InmailUserID},
|
||||
);
|
||||
}
|
||||
|
||||
$Self->{CommunicationLogObject}->ObjectLog(
|
||||
ObjectLogType => 'Message',
|
||||
Priority => 'Debug',
|
||||
Key => 'Kernel::System::PostMaster::FollowUp',
|
||||
Value =>
|
||||
"Article DynamicField (ArticleKey) update via '$Key'! Value: $GetParam{$Key}.",
|
||||
);
|
||||
}
|
||||
}
|
||||
}
|
||||
|
||||
# set ticket title
|
||||
if ( $GetParam{'X-OTRS-FollowUp-Title'} ) {
|
||||
|
||||
$TicketObject->TicketTitleUpdate(
|
||||
Title => $GetParam{'X-OTRS-FollowUp-Title'},
|
||||
TicketID => $Param{TicketID},
|
||||
UserID => $Param{InmailUserID},
|
||||
);
|
||||
|
||||
$Self->{CommunicationLogObject}->ObjectLog(
|
||||
ObjectLogType => 'Message',
|
||||
Priority => 'Debug',
|
||||
Key => 'Kernel::System::PostMaster::FollowUp',
|
||||
Value => "Title update via 'X-OTRS-FollowUp-Title'! Value: $GetParam{'X-OTRS-FollowUp-Title'}.",
|
||||
);
|
||||
}
|
||||
|
||||
# write log
|
||||
$Self->{CommunicationLogObject}->ObjectLog(
|
||||
ObjectLogType => 'Message',
|
||||
Priority => 'Notice',
|
||||
Key => 'Kernel::System::PostMaster::FollowUp',
|
||||
Value => "FollowUp Article to Ticket [$Param{Tn}] created "
|
||||
. "(TicketID=$Param{TicketID}, ArticleID=$ArticleID). $Comment,",
|
||||
);
|
||||
|
||||
return 1;
|
||||
}
|
||||
|
||||
1;
|
||||
Reference in New Issue
Block a user