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1462d52e131e6d8d14cf000da905b690c90edf8b
scripts/Perl OTRS/Kernel/Modules/AgentTicketEmail.pm
Andre Geißler 1462d52e13 init III
2024-10-14 00:08:40 +02:00

3444 lines
123 KiB
Perl
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# --
# Copyright (C) 2001-2019 OTRS AG, https://otrs.com/
# --
# $origin: otrs - aeb33d800716e2a6653597aa86314c4cbdadb678 - Kernel/Modules/AgentTicketEmail.pm
# --
# 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::Modules::AgentTicketEmail;
use strict;
use warnings;
use Mail::Address;
use Kernel::System::VariableCheck qw(:all);
use Kernel::Language qw(Translatable);
our $ObjectManagerDisabled = 1;
sub new {
my ( $Type, %Param ) = @_;
# allocate new hash for object
my $Self = {%Param};
bless( $Self, $Type );
my $Config = $Kernel::OM->Get('Kernel::Config')->Get("Ticket::Frontend::$Self->{Action}");
# get the dynamic fields for this screen
$Self->{DynamicField} = $Kernel::OM->Get('Kernel::System::DynamicField')->DynamicFieldListGet(
Valid => 1,
ObjectType => [ 'Ticket', 'Article' ],
FieldFilter => $Config->{DynamicField} || {},
);
# get form id
$Self->{FormID} = $Kernel::OM->Get('Kernel::System::Web::Request')->GetParam( Param => 'FormID' );
# create form id
if ( !$Self->{FormID} ) {
$Self->{FormID} = $Kernel::OM->Get('Kernel::System::Web::UploadCache')->FormIDCreate();
}
# ---
# ITSMIncidentProblemManagement
# ---
# Check if ITSMIncidentProblemManagement is used.
my $OutputFilterConfig = $Kernel::OM->Get('Kernel::Config')->Get('Frontend::Output::FilterElementPost');
if ( $OutputFilterConfig->{ITSMIncidentProblemManagement} ) {
$Self->{ITSMIncidentProblemManagement} = 1;
}
# ---
return $Self;
}
sub Run {
my ( $Self, %Param ) = @_;
my $Output;
# store last queue screen
if ( $Self->{LastScreenOverview} && $Self->{LastScreenOverview} !~ /Action=AgentTicketEmail/ ) {
$Kernel::OM->Get('Kernel::System::AuthSession')->UpdateSessionID(
SessionID => $Self->{SessionID},
Key => 'LastScreenOverview',
Value => $Self->{RequestedURL},
);
}
# get param object
my $ParamObject = $Kernel::OM->Get('Kernel::System::Web::Request');
# get upload cache object
my $UploadCacheObject = $Kernel::OM->Get('Kernel::System::Web::UploadCache');
# get needed objects
my $TicketObject = $Kernel::OM->Get('Kernel::System::Ticket');
my $QueueObject = $Kernel::OM->Get('Kernel::System::Queue');
my $MainObject = $Kernel::OM->Get('Kernel::System::Main');
my $ConfigObject = $Kernel::OM->Get('Kernel::Config');
my $Debug = $Param{Debug} || 0;
my $Config = $ConfigObject->Get("Ticket::Frontend::$Self->{Action}");
my $CustomerUserObject = $Kernel::OM->Get('Kernel::System::CustomerUser');
# get params
my %GetParam;
for my $Key (
qw(Year Month Day Hour Minute To Cc Bcc TimeUnits PriorityID Subject Body
TypeID ServiceID SLAID OwnerAll ResponsibleAll NewResponsibleID NewUserID
NextStateID StandardTemplateID Dest ArticleID LinkTicketID
)
)
{
$GetParam{$Key} = $ParamObject->GetParam( Param => $Key );
}
# ACL compatibility translation
my %ACLCompatGetParam;
$ACLCompatGetParam{OwnerID} = $GetParam{NewUserID};
# hash for check duplicated entries
my %AddressesList;
# MultipleCustomer To-field
my @MultipleCustomer;
my $CustomersNumber = $ParamObject->GetParam( Param => 'CustomerTicketCounterToCustomer' ) || 0;
my $Selected = $ParamObject->GetParam( Param => 'CustomerSelected' ) || '';
# get check item object
my $CheckItemObject = $Kernel::OM->Get('Kernel::System::CheckItem');
if ($CustomersNumber) {
my $CustomerCounter = 1;
for my $Count ( 1 ... $CustomersNumber ) {
my $CustomerElement = $ParamObject->GetParam( Param => 'CustomerTicketText_' . $Count );
my $CustomerSelected = ( $Selected eq $Count ? 'checked="checked"' : '' );
my $CustomerKey = $ParamObject->GetParam( Param => 'CustomerKey_' . $Count )
|| '';
if ($CustomerElement) {
if ( $GetParam{To} ) {
$GetParam{To} .= ', ' . $CustomerElement;
}
else {
$GetParam{To} = $CustomerElement;
}
my $CustomerErrorMsg = 'CustomerGenericServerErrorMsg';
my $CustomerError = '';
my $CustomerDisabled = '';
my $CountAux = $CustomerCounter++;
# check email address
for my $Email ( Mail::Address->parse($CustomerElement) ) {
if ( !$CheckItemObject->CheckEmail( Address => $Email->address() ) )
{
$CustomerErrorMsg = $CheckItemObject->CheckErrorType()
. 'ServerErrorMsg';
$CustomerError = 'ServerError';
}
}
# check for duplicated entries
if ( defined $AddressesList{$CustomerElement} && $CustomerError eq '' ) {
$CustomerErrorMsg = 'IsDuplicatedServerErrorMsg';
$CustomerError = 'ServerError';
}
if ( $CustomerError ne '' ) {
$CustomerDisabled = 'disabled="disabled"';
$CountAux = $Count . 'Error';
}
push @MultipleCustomer, {
Count => $CountAux,
CustomerElement => $CustomerElement,
CustomerSelected => $CustomerSelected,
CustomerKey => $CustomerKey,
CustomerError => $CustomerError,
CustomerErrorMsg => $CustomerErrorMsg,
CustomerDisabled => $CustomerDisabled,
};
$AddressesList{$CustomerElement} = 1;
}
}
}
# MultipleCustomer Cc-field
my @MultipleCustomerCc;
my $CustomersNumberCc = $ParamObject->GetParam( Param => 'CustomerTicketCounterCcCustomer' ) || 0;
if ($CustomersNumberCc) {
my $CustomerCounterCc = 1;
for my $Count ( 1 ... $CustomersNumberCc ) {
my $CustomerElementCc = $ParamObject->GetParam( Param => 'CcCustomerTicketText_' . $Count );
my $CustomerKeyCc = $ParamObject->GetParam( Param => 'CcCustomerKey_' . $Count )
|| '';
if ($CustomerElementCc) {
my $CustomerErrorMsgCc = 'CustomerGenericServerErrorMsg';
my $CustomerErrorCc = '';
my $CustomerDisabledCc = '';
my $CountAuxCc = $CustomerCounterCc++;
if ( $GetParam{Cc} ) {
$GetParam{Cc} .= ', ' . $CustomerElementCc;
}
else {
$GetParam{Cc} = $CustomerElementCc;
}
# check email address
for my $Email ( Mail::Address->parse($CustomerElementCc) ) {
if ( !$CheckItemObject->CheckEmail( Address => $Email->address() ) )
{
$CustomerErrorMsgCc = $CheckItemObject->CheckErrorType()
. 'ServerErrorMsg';
$CustomerErrorCc = 'ServerError';
}
}
# check for duplicated entries
if ( defined $AddressesList{$CustomerElementCc} && $CustomerErrorCc eq '' ) {
$CustomerErrorMsgCc = 'IsDuplicatedServerErrorMsg';
$CustomerErrorCc = 'ServerError';
}
if ( $CustomerErrorCc ne '' ) {
$CustomerDisabledCc = 'disabled="disabled"';
$CountAuxCc = $Count . 'Error';
}
push @MultipleCustomerCc, {
Count => $CountAuxCc,
CustomerElement => $CustomerElementCc,
CustomerKey => $CustomerKeyCc,
CustomerError => $CustomerErrorCc,
CustomerErrorMsg => $CustomerErrorMsgCc,
CustomerDisabled => $CustomerDisabledCc,
};
$AddressesList{$CustomerElementCc} = 1;
}
}
}
# MultipleCustomer Bcc-field
my @MultipleCustomerBcc;
my $CustomersNumberBcc = $ParamObject->GetParam( Param => 'CustomerTicketCounterBccCustomer' ) || 0;
if ($CustomersNumberBcc) {
my $CustomerCounterBcc = 1;
for my $Count ( 1 ... $CustomersNumberBcc ) {
my $CustomerElementBcc = $ParamObject->GetParam( Param => 'BccCustomerTicketText_' . $Count );
my $CustomerKeyBcc = $ParamObject->GetParam( Param => 'BccCustomerKey_' . $Count )
|| '';
if ($CustomerElementBcc) {
my $CustomerDisabledBcc = '';
my $CountAuxBcc = $CustomerCounterBcc++;
my $CustomerErrorMsgBcc = 'CustomerGenericServerErrorMsg';
my $CustomerErrorBcc = '';
if ( $GetParam{Bcc} ) {
$GetParam{Bcc} .= ', ' . $CustomerElementBcc;
}
else {
$GetParam{Bcc} = $CustomerElementBcc;
}
# check email address
for my $Email ( Mail::Address->parse($CustomerElementBcc) ) {
if ( !$CheckItemObject->CheckEmail( Address => $Email->address() ) )
{
$CustomerErrorMsgBcc = $CheckItemObject->CheckErrorType()
. 'ServerErrorMsg';
$CustomerErrorBcc = 'ServerError';
}
}
# check for duplicated entries
if ( defined $AddressesList{$CustomerElementBcc} && $CustomerErrorBcc eq '' ) {
$CustomerErrorMsgBcc = 'IsDuplicatedServerErrorMsg';
$CustomerErrorBcc = 'ServerError';
}
if ( $CustomerErrorBcc ne '' ) {
$CustomerDisabledBcc = 'disabled="disabled"';
$CountAuxBcc = $Count . 'Error';
}
push @MultipleCustomerBcc, {
Count => $CountAuxBcc,
CustomerElement => $CustomerElementBcc,
CustomerKey => $CustomerKeyBcc,
CustomerError => $CustomerErrorBcc,
CustomerErrorMsg => $CustomerErrorMsgBcc,
CustomerDisabled => $CustomerDisabledBcc,
};
$AddressesList{$CustomerElementBcc} = 1;
}
}
}
# set an empty value if not defined
$GetParam{Cc} = '' if !defined $GetParam{Cc};
$GetParam{Bcc} = '' if !defined $GetParam{Bcc};
# get Dynamic fields form ParamObject
my %DynamicFieldValues;
# ---
# ITSMIncidentProblemManagement
# ---
# to store the reference to the dynamic field for the impact
my $ImpactDynamicFieldConfig;
# ---
# get needed objects
my $DynamicFieldBackendObject = $Kernel::OM->Get('Kernel::System::DynamicField::Backend');
my $LayoutObject = $Kernel::OM->Get('Kernel::Output::HTML::Layout');
# cycle through the activated Dynamic Fields for this screen
DYNAMICFIELD:
for my $DynamicFieldConfig ( @{ $Self->{DynamicField} } ) {
next DYNAMICFIELD if !IsHashRefWithData($DynamicFieldConfig);
# extract the dynamic field value from the web request
$DynamicFieldValues{ $DynamicFieldConfig->{Name} } = $DynamicFieldBackendObject->EditFieldValueGet(
DynamicFieldConfig => $DynamicFieldConfig,
ParamObject => $ParamObject,
LayoutObject => $LayoutObject,
);
# ---
# ITSMIncidentProblemManagement
# ---
# impact field was found
if ( $DynamicFieldConfig->{Name} eq 'ITSMImpact' ) {
# store the reference to the impact field
$ImpactDynamicFieldConfig = $DynamicFieldConfig;
}
# ---
}
# convert dynamic field values into a structure for ACLs
my %DynamicFieldACLParameters;
DYNAMICFIELD:
for my $DynamicField ( sort keys %DynamicFieldValues ) {
next DYNAMICFIELD if !$DynamicField;
next DYNAMICFIELD if !$DynamicFieldValues{$DynamicField};
$DynamicFieldACLParameters{ 'DynamicField_' . $DynamicField } = $DynamicFieldValues{$DynamicField};
}
$GetParam{DynamicField} = \%DynamicFieldACLParameters;
# ---
# ITSMIncidentProblemManagement
# ---
my %Service;
if ( $Self->{ITSMIncidentProblemManagement} ) {
# get needed stuff
$GetParam{DynamicField_ITSMCriticality} = $ParamObject->GetParam(Param => 'DynamicField_ITSMCriticality');
$GetParam{DynamicField_ITSMImpact} = $ParamObject->GetParam(Param => 'DynamicField_ITSMImpact');
$GetParam{PriorityRC} = $ParamObject->GetParam(Param => 'PriorityRC');
$GetParam{ElementChanged} = $ParamObject->GetParam(Param => 'ElementChanged') || '';
# check if priority needs to be recalculated
if ( $GetParam{ElementChanged} eq 'ServiceID' || $GetParam{ElementChanged} eq 'DynamicField_ITSMImpact' || $GetParam{ElementChanged} eq 'DynamicField_ITSMCriticality' ) {
$GetParam{PriorityRC} = 1;
}
if ( $GetParam{ServiceID} ) {
# get service
%Service = $Kernel::OM->Get('Kernel::System::Service')->ServiceGet(
ServiceID => $GetParam{ServiceID},
IncidentState => $Config->{ShowIncidentState} || 0,
UserID => $Self->{UserID},
);
if ( $GetParam{ElementChanged} eq 'ServiceID' ) {
$GetParam{DynamicField_ITSMCriticality} = $Service{Criticality};
}
# recalculate impact if impact is not set until now
if ( !$GetParam{DynamicField_ITSMImpact} && $GetParam{ElementChanged} ne 'DynamicField_ITSMImpact' ) {
# get default selection
my $DefaultSelection = $ImpactDynamicFieldConfig->{Config}->{DefaultValue};
if ($DefaultSelection) {
# get default impact
$GetParam{DynamicField_ITSMImpact} = $DefaultSelection;
$GetParam{PriorityRC} = 1;
}
}
# recalculate priority
if ( $GetParam{PriorityRC} && $GetParam{DynamicField_ITSMImpact} ) {
# get priority
$GetParam{PriorityID} = $Kernel::OM->Get('Kernel::System::ITSMCIPAllocate')->PriorityAllocationGet(
Criticality => $GetParam{DynamicField_ITSMCriticality} || $Service{Criticality},
Impact => $GetParam{DynamicField_ITSMImpact},
);
}
}
# no service was selected
else {
# do not show the default selection
$ImpactDynamicFieldConfig->{Config}->{DefaultValue} = '';
# show only the empty selection
$ImpactDynamicFieldConfig->{Config}->{PossibleValues} = {};
$GetParam{DynamicField_ITSMImpact} = '';
}
# set the selected impact and criticality
$DynamicFieldValues{ITSMCriticality} = $GetParam{DynamicField_ITSMCriticality};
$DynamicFieldValues{ITSMImpact} = $GetParam{DynamicField_ITSMImpact};
# Send config data to JS.
$LayoutObject->AddJSData(
Key => $Self->{Action} . 'ShowIncidentState',
Value => $Config->{ShowIncidentState},
);
}
# ---
# transform pending time, time stamp based on user time zone
if (
defined $GetParam{Year}
&& defined $GetParam{Month}
&& defined $GetParam{Day}
&& defined $GetParam{Hour}
&& defined $GetParam{Minute}
)
{
%GetParam = $LayoutObject->TransformDateSelection(
%GetParam,
);
}
if ( !$Self->{Subaction} || $Self->{Subaction} eq 'Created' ) {
my %Ticket;
if ( $Self->{TicketID} ) {
%Ticket = $TicketObject->TicketGet( TicketID => $Self->{TicketID} );
}
# header
$Output .= $LayoutObject->Header();
$Output .= $LayoutObject->NavigationBar();
# notify info
if ( $Self->{TicketID} && $Self->{Subaction} eq 'Created' ) {
$Output .= $LayoutObject->Notify(
Info => $LayoutObject->{LanguageObject}->Translate(
'Ticket "%s" created!',
$Ticket{TicketNumber},
),
Link => $LayoutObject->{Baselink}
. 'Action=AgentTicketZoom;TicketID='
. $Ticket{TicketID},
);
}
# store last queue screen
if (
$Self->{LastScreenOverview}
&& $Self->{LastScreenOverview} !~ /Action=AgentTicketEmail/
&& $Self->{RequestedURL} !~ /Action=AgentTicketEmail.*LinkTicketID=/
)
{
$Kernel::OM->Get('Kernel::System::AuthSession')->UpdateSessionID(
SessionID => $Self->{SessionID},
Key => 'LastScreenOverview',
Value => $Self->{RequestedURL},
);
}
# get split article if given
# get ArticleID
my %Article;
my %CustomerData;
my $ArticleFrom = '';
my %SplitTicketData;
if ( $GetParam{ArticleID} ) {
my $Access = $TicketObject->TicketPermission(
Type => 'ro',
TicketID => $Self->{TicketID},
UserID => $Self->{UserID}
);
if ( !$Access ) {
return $LayoutObject->NoPermission(
Message => "You need ro permission!",
WithHeader => 'yes',
);
}
# Get information from original ticket (SplitTicket).
%SplitTicketData = $TicketObject->TicketGet(
TicketID => $Self->{TicketID},
DynamicFields => 1,
UserID => $Self->{UserID},
);
my $ArticleBackendObject = $Kernel::OM->Get('Kernel::System::Ticket::Article')->BackendForArticle(
TicketID => $Self->{TicketID},
ArticleID => $GetParam{ArticleID},
);
%Article = $ArticleBackendObject->ArticleGet(
TicketID => $Self->{TicketID},
ArticleID => $GetParam{ArticleID},
);
# check if article is from the same TicketID as we checked permissions for.
if ( $Article{TicketID} ne $Self->{TicketID} ) {
return $LayoutObject->ErrorScreen(
Message => $LayoutObject->{LanguageObject}->Translate(
'Article does not belong to ticket %s!', $Self->{TicketID}
),
);
}
$Article{Subject} = $TicketObject->TicketSubjectClean(
TicketNumber => $Ticket{TicketNumber},
Subject => $Article{Subject} || '',
);
# save article from for addresses list
$ArticleFrom = $Article{From};
# if To is present
# and is no a queue
# and also is no a system address
# set To as article from
if ( IsStringWithData( $Article{To} ) ) {
my %Queues = $QueueObject->QueueList();
if ( $ConfigObject->{CustomerPanelOwnSelection} ) {
for my $Queue ( sort keys %{ $ConfigObject->{CustomerPanelOwnSelection} } ) {
my $Value = $ConfigObject->{CustomerPanelOwnSelection}->{$Queue};
$Queues{$Queue} = $Value;
}
}
my %QueueLookup = reverse %Queues;
my %SystemAddressLookup
= reverse $Kernel::OM->Get('Kernel::System::SystemAddress')->SystemAddressList();
my @ArticleFromAddress;
my $SystemAddressEmail;
if ($ArticleFrom) {
@ArticleFromAddress = Mail::Address->parse($ArticleFrom);
$SystemAddressEmail = $ArticleFromAddress[0]->address();
}
if ( !defined $QueueLookup{ $Article{To} } && defined $SystemAddressLookup{$SystemAddressEmail} ) {
$ArticleFrom = $Article{To};
}
}
# body preparation for plain text processing
$Article{Body} = $LayoutObject->ArticleQuote(
TicketID => $Article{TicketID},
ArticleID => $GetParam{ArticleID},
FormID => $Self->{FormID},
UploadCacheObject => $UploadCacheObject,
AttachmentsInclude => 1,
);
if ( $LayoutObject->{BrowserRichText} ) {
$Article{ContentType} = 'text/html';
}
else {
$Article{ContentType} = 'text/plain';
}
my %SafetyCheckResult = $Kernel::OM->Get('Kernel::System::HTMLUtils')->Safety(
String => $Article{Body},
# Strip out external content if BlockLoadingRemoteContent is enabled.
NoExtSrcLoad => $ConfigObject->Get('Ticket::Frontend::BlockLoadingRemoteContent'),
# Disallow potentially unsafe content.
NoApplet => 1,
NoObject => 1,
NoEmbed => 1,
NoSVG => 1,
NoJavaScript => 1,
);
$Article{Body} = $SafetyCheckResult{String};
# show customer info
if ( $ConfigObject->Get('Ticket::Frontend::CustomerInfoCompose') ) {
if ( $Article{CustomerUserID} ) {
%CustomerData = $CustomerUserObject->CustomerUserDataGet(
User => $Article{CustomerUserID},
);
}
elsif ( $Article{CustomerID} ) {
%CustomerData = $CustomerUserObject->CustomerUserDataGet(
CustomerID => $Article{CustomerID},
);
}
elsif ( $SplitTicketData{CustomerUserID} ) {
%CustomerData = $CustomerUserObject->CustomerUserDataGet(
User => $SplitTicketData{CustomerUserID},
);
}
elsif ( $SplitTicketData{CustomerID} ) {
%CustomerData = $CustomerUserObject->CustomerUserDataGet(
CustomerID => $SplitTicketData{CustomerID},
);
}
}
if ( $Article{CustomerUserID} ) {
my %CustomerUserList = $CustomerUserObject->CustomerSearch(
UserLogin => $Article{CustomerUserID},
);
for my $KeyCustomerUserList ( sort keys %CustomerUserList ) {
$Article{From} = $CustomerUserList{$KeyCustomerUserList};
}
}
}
# multiple addresses list
# check email address
my $CountFrom = scalar @MultipleCustomer || 1;
my %CustomerDataFrom;
if ( $Article{CustomerUserID} ) {
%CustomerDataFrom = $CustomerUserObject->CustomerUserDataGet(
User => $Article{CustomerUserID},
);
}
for my $Email ( Mail::Address->parse($ArticleFrom) ) {
my $CountAux = $CountFrom;
my $CustomerError = '';
my $CustomerErrorMsg = 'CustomerGenericServerErrorMsg';
my $CustomerDisabled = '';
my $CustomerSelected = $CountFrom eq '1' ? 'checked="checked"' : '';
my $EmailAddress = $Email->address();
if ( !$CheckItemObject->CheckEmail( Address => $EmailAddress ) )
{
$CustomerErrorMsg = $CheckItemObject->CheckErrorType()
. 'ServerErrorMsg';
$CustomerError = 'ServerError';
}
# check for duplicated entries
if ( defined $AddressesList{$Email} && $CustomerError eq '' ) {
$CustomerErrorMsg = 'IsDuplicatedServerErrorMsg';
$CustomerError = 'ServerError';
}
if ( $CustomerError ne '' ) {
$CustomerDisabled = 'disabled="disabled"';
$CountAux = $CountFrom . 'Error';
}
my $Phrase = '';
if ( $Email->phrase() ) {
$Phrase = $Email->phrase();
}
my $CustomerKey = '';
if (
defined $CustomerDataFrom{UserEmail}
&& $CustomerDataFrom{UserEmail} eq $EmailAddress
)
{
$CustomerKey = $Article{CustomerUserID};
}
elsif ($EmailAddress) {
my %List = $CustomerUserObject->CustomerSearch(
PostMasterSearch => $EmailAddress,
);
for my $UserLogin ( sort keys %List ) {
# Set right one if there is more than one customer user with the same email address.
if ( $Phrase && $List{$UserLogin} =~ /$Phrase/ ) {
$CustomerKey = $UserLogin;
}
}
}
my $CustomerElement = $EmailAddress;
if ($Phrase) {
$CustomerElement = $Phrase . " <$EmailAddress>";
}
if ( $CustomerSelected && $CustomerKey ) {
%CustomerData = $CustomerUserObject->CustomerUserDataGet(
User => $CustomerKey,
);
}
push @MultipleCustomer, {
Count => $CountAux,
CustomerElement => $CustomerElement,
CustomerSelected => $CustomerSelected,
CustomerKey => $CustomerKey,
CustomerError => $CustomerError,
CustomerErrorMsg => $CustomerErrorMsg,
CustomerDisabled => $CustomerDisabled,
};
$AddressesList{$EmailAddress} = 1;
$CountFrom++;
}
# get user preferences
my %UserPreferences = $Kernel::OM->Get('Kernel::System::User')->GetUserData(
UserID => $Self->{UserID},
);
# store the dynamic fields default values or used specific default values to be used as
# ACLs info for all fields
my %DynamicFieldDefaults;
# cycle through the activated Dynamic Fields for this screen
DYNAMICFIELD:
for my $DynamicFieldConfig ( @{ $Self->{DynamicField} } ) {
next DYNAMICFIELD if !IsHashRefWithData($DynamicFieldConfig);
next DYNAMICFIELD if !IsHashRefWithData( $DynamicFieldConfig->{Config} );
next DYNAMICFIELD if !$DynamicFieldConfig->{Name};
# get default value from dynamic field config (if any)
my $DefaultValue = $DynamicFieldConfig->{Config}->{DefaultValue} || '';
# override the value from user preferences if is set
if ( $UserPreferences{ 'UserDynamicField_' . $DynamicFieldConfig->{Name} } ) {
$DefaultValue = $UserPreferences{ 'UserDynamicField_' . $DynamicFieldConfig->{Name} };
}
next DYNAMICFIELD if $DefaultValue eq '';
next DYNAMICFIELD
if ref $DefaultValue eq 'ARRAY' && !IsArrayRefWithData($DefaultValue);
$DynamicFieldDefaults{ 'DynamicField_' . $DynamicFieldConfig->{Name} } = $DefaultValue;
}
$GetParam{DynamicField} = \%DynamicFieldDefaults;
# get split article if given
# create html strings for all dynamic fields
my %DynamicFieldHTML;
my %SplitTicketParam;
# in case of split a TicketID and ArticleID are always given, send the TicketID to calculate
# ACLs based on parent information
if ( $Self->{TicketID} && $Article{ArticleID} ) {
$SplitTicketParam{TicketID} = $Self->{TicketID};
}
# fix to bug# 8068 Field & DynamicField preselection on TicketSplit
# when splitting a ticket the selected attributes must remain in the new ticket screen
# this information will be available in the SplitTicketParam hash
if ( $SplitTicketParam{TicketID} ) {
# get information from original ticket (SplitTicket)
my %SplitTicketData = $TicketObject->TicketGet(
TicketID => $SplitTicketParam{TicketID},
DynamicFields => 1,
UserID => $Self->{UserID},
);
# set simple IDs to pass them to the mask
for my $SplitedParam (qw(TypeID ServiceID SLAID PriorityID)) {
$SplitTicketParam{$SplitedParam} = $SplitTicketData{$SplitedParam};
}
# set StateID as NextStateID
$SplitTicketParam{NextStateID} = $SplitTicketData{StateID};
# set Owner and Responsible
$SplitTicketParam{UserSelected} = $SplitTicketData{OwnerID};
$SplitTicketParam{ResponsibleUserSelected} = $SplitTicketData{ResponsibleID};
# set additional information needed for Owner and Responsible
if ( $SplitTicketData{QueueID} ) {
$SplitTicketParam{QueueID} = $SplitTicketData{QueueID};
}
$SplitTicketParam{AllUsers} = 1;
# set the selected queue in format ID||Name
$SplitTicketParam{FromSelected} = $SplitTicketData{QueueID} . '||' . $SplitTicketData{Queue};
for my $Key ( sort keys %SplitTicketData ) {
if ( $Key =~ /DynamicField\_(.*)/ ) {
$SplitTicketParam{DynamicField}{$1} = $SplitTicketData{$Key};
delete $SplitTicketParam{$Key};
}
}
}
# cycle through the activated Dynamic Fields for this screen
DYNAMICFIELD:
for my $DynamicFieldConfig ( @{ $Self->{DynamicField} } ) {
next DYNAMICFIELD if !IsHashRefWithData($DynamicFieldConfig);
my $PossibleValuesFilter;
my $IsACLReducible = $DynamicFieldBackendObject->HasBehavior(
DynamicFieldConfig => $DynamicFieldConfig,
Behavior => 'IsACLReducible',
);
if ($IsACLReducible) {
# get PossibleValues
my $PossibleValues = $DynamicFieldBackendObject->PossibleValuesGet(
DynamicFieldConfig => $DynamicFieldConfig,
);
# check if field has PossibleValues property in its configuration
if ( IsHashRefWithData($PossibleValues) ) {
# convert possible values key => value to key => key for ACLs using a Hash slice
my %AclData = %{$PossibleValues};
@AclData{ keys %AclData } = keys %AclData;
# set possible values filter from ACLs
my $ACL = $TicketObject->TicketAcl(
%GetParam,
%ACLCompatGetParam,
%SplitTicketParam,
Action => $Self->{Action},
ReturnType => 'Ticket',
ReturnSubType => 'DynamicField_' . $DynamicFieldConfig->{Name},
Data => \%AclData,
UserID => $Self->{UserID},
);
if ($ACL) {
my %Filter = $TicketObject->TicketAclData();
# convert Filer key => key back to key => value using map
%{$PossibleValuesFilter} = map { $_ => $PossibleValues->{$_} }
keys %Filter;
}
}
}
# to store dynamic field value from database (or undefined)
my $Value;
# in case of split a TicketID and ArticleID are always given, Get the value
# from DB this cases
if ( $Self->{TicketID} && $Article{ArticleID} ) {
# select TicketID or ArticleID to get the value depending on dynamic field configuration
my $ObjectID = $DynamicFieldConfig->{ObjectType} eq 'Ticket'
? $Self->{TicketID}
: $Article{ArticleID};
# get value stored on the database (split)
$Value = $DynamicFieldBackendObject->ValueGet(
DynamicFieldConfig => $DynamicFieldConfig,
ObjectID => $ObjectID,
);
}
# otherwise (on a new ticket). Check if the user has a user specific default value for
# the dynamic field, otherwise will use Dynamic Field default value
else {
# override the value from user preferences if is set
if ( $UserPreferences{ 'UserDynamicField_' . $DynamicFieldConfig->{Name} } ) {
$Value = $UserPreferences{ 'UserDynamicField_' . $DynamicFieldConfig->{Name} };
}
}
# get field html
$DynamicFieldHTML{ $DynamicFieldConfig->{Name} } =
$DynamicFieldBackendObject->EditFieldRender(
DynamicFieldConfig => $DynamicFieldConfig,
PossibleValuesFilter => $PossibleValuesFilter,
Value => $Value,
Mandatory =>
$Config->{DynamicField}->{ $DynamicFieldConfig->{Name} } == 2,
LayoutObject => $LayoutObject,
ParamObject => $ParamObject,
AJAXUpdate => 1,
UpdatableFields => $Self->_GetFieldsToUpdate(),
);
}
# run compose modules
if (
ref $ConfigObject->Get('Ticket::Frontend::ArticleComposeModule') eq
'HASH'
)
{
# Get Queue settings if 'Dest' param was set in the URL.
my %GetParam;
$GetParam{Dest} = $ParamObject->GetParam( Param => 'Dest' );
if ( $GetParam{Dest} && $GetParam{Dest} =~ /^(\d{1,100})\|\|.+?$/ ) {
$GetParam{QueueID} = $1;
my %Queue = $QueueObject->GetSystemAddress( QueueID => $GetParam{QueueID} );
$GetParam{From} = $Queue{Email};
}
my %Jobs = %{ $ConfigObject->Get('Ticket::Frontend::ArticleComposeModule') };
for my $Job ( sort keys %Jobs ) {
# load module
if ( !$MainObject->Require( $Jobs{$Job}->{Module} ) ) {
return $LayoutObject->FatalError();
}
my $Object = $Jobs{$Job}->{Module}->new(
%{$Self},
Debug => $Debug,
);
# get params
PARAMETER:
for my $Parameter ( $Object->Option( %GetParam, Config => $Jobs{$Job} ) ) {
if ( $Jobs{$Job}->{ParamType} && $Jobs{$Job}->{ParamType} ne 'Single' ) {
@{ $GetParam{$Parameter} } = $ParamObject->GetArray( Param => $Parameter );
next PARAMETER;
}
$GetParam{$Parameter} = $ParamObject->GetParam( Param => $Parameter );
}
# run module
my $NewParams = $Object->Run( %GetParam, Config => $Jobs{$Job} );
if ($NewParams) {
for my $Parameter ( $Object->Option( %GetParam, Config => $Jobs{$Job} ) ) {
$GetParam{$Parameter} = $NewParams;
}
}
}
}
# get all attachments meta data
my @Attachments = $UploadCacheObject->FormIDGetAllFilesMeta(
FormID => $Self->{FormID},
);
# get and format default subject and body
my $Subject = $Article{Subject};
if ( !$Subject ) {
$Subject = $LayoutObject->Output(
Template => $Config->{Subject} || '',
);
}
my $Body = $Article{Body} || '';
if ( !$Body ) {
$Body = $LayoutObject->Output(
Template => $Config->{Body} || '',
);
}
# make sure body is rich text (if body is based on config)
if ( !$GetParam{ArticleID} && $LayoutObject->{BrowserRichText} ) {
$Body = $LayoutObject->Ascii2RichText(
String => $Body,
);
}
# in case of ticket split set $Self->{QueueID} as the QueueID of the original ticket,
# in order to set correct ACLs on page load (initial). See bug 8687.
if (
IsHashRefWithData( \%SplitTicketParam )
&& $SplitTicketParam{QueueID}
&& !$Self->{QueueID}
)
{
$Self->{QueueID} = $SplitTicketParam{QueueID};
}
my $Dest = '';
if ( !$Self->{QueueID} && $GetParam{Dest} ) {
my @QueueParts = split( /\|\|/, $GetParam{Dest} );
$Self->{QueueID} = $QueueParts[0];
$Dest = $GetParam{Dest};
}
# html output
my $Services = $Self->_GetServices(
%GetParam,
%ACLCompatGetParam,
%SplitTicketParam,
CustomerUserID => $CustomerData{UserLogin} || '',
QueueID => $Self->{QueueID} || 1,
);
my $SLAs = $Self->_GetSLAs(
QueueID => $Self->{QueueID} || 1,
Services => $Services,
%GetParam,
%ACLCompatGetParam,
%SplitTicketParam,
);
$Output .= $Self->_MaskEmailNew(
QueueID => $Self->{QueueID},
NextStates => $Self->_GetNextStates(
%GetParam,
%ACLCompatGetParam,
%SplitTicketParam,
CustomerUserID => $CustomerData{UserLogin} || '',
QueueID => $Self->{QueueID} || 1
),
Priorities => $Self->_GetPriorities(
%GetParam,
%ACLCompatGetParam,
%SplitTicketParam,
CustomerUserID => $CustomerData{UserLogin} || '',
QueueID => $Self->{QueueID} || 1
),
Types => $Self->_GetTypes(
%GetParam,
%ACLCompatGetParam,
%SplitTicketParam,
CustomerUserID => $CustomerData{UserLogin} || '',
QueueID => $Self->{QueueID} || 1
),
Services => $Services,
SLAs => $SLAs,
StandardTemplates => $Self->_GetStandardTemplates(
%GetParam,
%ACLCompatGetParam,
%SplitTicketParam,
QueueID => $Self->{QueueID} || '',
),
Users => $Self->_GetUsers(
%GetParam,
%ACLCompatGetParam,
QueueID => $Self->{QueueID},
%SplitTicketParam,
),
ResponsibleUsers => $Self->_GetResponsibles(
%GetParam,
%ACLCompatGetParam,
QueueID => $Self->{QueueID},
%SplitTicketParam,
),
FromList => $Self->_GetTos(
%GetParam,
%ACLCompatGetParam,
%SplitTicketParam,
CustomerUserID => $CustomerData{UserLogin} || '',
QueueID => $Self->{QueueID}
),
TimeUnits => $Self->_GetTimeUnits(
%GetParam,
%ACLCompatGetParam,
%SplitTicketParam,
ArticleID => $Article{ArticleID},
),
FromSelected => $Dest,
To => $Article{From} // '',
Subject => $Subject,
Body => $Body,
CustomerID => $SplitTicketData{CustomerID},
CustomerUser => $SplitTicketData{CustomerUserID},
CustomerData => \%CustomerData,
Attachments => \@Attachments,
LinkTicketID => $GetParam{LinkTicketID} || '',
TimeUnitsRequired => (
$ConfigObject->Get('Ticket::Frontend::NeedAccountedTime')
? 'Validate_Required'
: ''
),
%SplitTicketParam,
DynamicFieldHTML => \%DynamicFieldHTML,
MultipleCustomer => \@MultipleCustomer,
MultipleCustomerCc => \@MultipleCustomerCc,
MultipleCustomerBcc => \@MultipleCustomerBcc,
);
$Output .= $LayoutObject->Footer();
return $Output;
}
# deliver signature
elsif ( $Self->{Subaction} eq 'Signature' ) {
my $CustomerUser = $ParamObject->GetParam( Param => 'SelectedCustomerUser' ) || '';
my $QueueID = $ParamObject->GetParam( Param => 'QueueID' );
if ( !$QueueID ) {
my $Dest = $ParamObject->GetParam( Param => 'Dest' ) || '';
($QueueID) = split( /\|\|/, $Dest );
}
# start with empty signature (no queue selected) - if we have a queue, get the sig.
my $Signature = '';
if ($QueueID) {
$Signature = $Self->_GetSignature(
QueueID => $QueueID,
CustomerUserID => $CustomerUser,
);
}
my $MimeType = 'text/plain';
if ( $LayoutObject->{BrowserRichText} ) {
$MimeType = 'text/html';
$Signature = $LayoutObject->RichTextDocumentComplete(
String => $Signature,
);
}
return $LayoutObject->Attachment(
ContentType => $MimeType . '; charset=' . $LayoutObject->{Charset},
Content => $Signature,
Type => 'inline',
NoCache => 1,
);
}
# create new ticket and article
elsif ( $Self->{Subaction} eq 'StoreNew' ) {
my %Error;
my $NextStateID = $ParamObject->GetParam( Param => 'NextStateID' ) || '';
my %StateData;
if ($NextStateID) {
%StateData = $Kernel::OM->Get('Kernel::System::State')->StateGet(
ID => $NextStateID,
);
}
my $NextState = $StateData{Name};
my $NewResponsibleID = $ParamObject->GetParam( Param => 'NewResponsibleID' ) || '';
my $NewUserID = $ParamObject->GetParam( Param => 'NewUserID' ) || '';
my $Dest = $ParamObject->GetParam( Param => 'Dest' ) || '';
# see if only a name has been passed
if ( $Dest && $Dest !~ m{ \A (\d+)? \| \| .+ \z }xms ) {
# see if we can get an ID for this queue name
my $DestID = $QueueObject->QueueLookup(
Queue => $Dest,
);
if ($DestID) {
$Dest = $DestID . '||' . $Dest;
}
else {
$Dest = '';
}
}
my ( $NewQueueID, $From ) = split( /\|\|/, $Dest );
if ( !$NewQueueID ) {
$GetParam{OwnerAll} = 1;
}
else {
my %Queue = $QueueObject->GetSystemAddress( QueueID => $NewQueueID );
$GetParam{From} = $Queue{Email};
}
my $CustomerUser = $ParamObject->GetParam( Param => 'CustomerUser' )
|| $ParamObject->GetParam( Param => 'PreSelectedCustomerUser' )
|| $ParamObject->GetParam( Param => 'SelectedCustomerUser' )
|| '';
my $CustomerID = $ParamObject->GetParam( Param => 'CustomerID' ) || '';
my $SelectedCustomerUser = $ParamObject->GetParam( Param => 'SelectedCustomerUser' )
|| '';
my $ExpandCustomerName = $ParamObject->GetParam( Param => 'ExpandCustomerName' )
|| 0;
my %FromExternalCustomer;
$FromExternalCustomer{Customer} = $ParamObject->GetParam( Param => 'PreSelectedCustomerUser' )
|| $ParamObject->GetParam( Param => 'CustomerUser' )
|| '';
$GetParam{QueueID} = $NewQueueID;
$GetParam{ExpandCustomerName} = $ExpandCustomerName;
# get sender queue from
my $Signature = '';
if ($NewQueueID) {
$Signature = $Self->_GetSignature(
QueueID => $NewQueueID,
CustomerUserID => $CustomerUser
);
}
if ( $ParamObject->GetParam( Param => 'OwnerAllRefresh' ) ) {
$GetParam{OwnerAll} = 1;
$ExpandCustomerName = 3;
}
if ( $ParamObject->GetParam( Param => 'ResponsibleAllRefresh' ) ) {
$GetParam{ResponsibleAll} = 1;
$ExpandCustomerName = 3;
}
if ( $ParamObject->GetParam( Param => 'ClearTo' ) ) {
$GetParam{To} = '';
$ExpandCustomerName = 3;
}
for my $Number ( 1 .. 2 ) {
my $Item = $ParamObject->GetParam( Param => "ExpandCustomerName$Number" ) || 0;
if ( $Number == 1 && $Item ) {
$ExpandCustomerName = 1;
}
elsif ( $Number == 2 && $Item ) {
$ExpandCustomerName = 2;
}
}
# create html strings for all dynamic fields
my %DynamicFieldHTML;
# cycle through the activated Dynamic Fields for this screen
DYNAMICFIELD:
for my $DynamicFieldConfig ( @{ $Self->{DynamicField} } ) {
next DYNAMICFIELD if !IsHashRefWithData($DynamicFieldConfig);
my $PossibleValuesFilter;
my $IsACLReducible = $DynamicFieldBackendObject->HasBehavior(
DynamicFieldConfig => $DynamicFieldConfig,
Behavior => 'IsACLReducible',
);
if ($IsACLReducible) {
# get PossibleValues
my $PossibleValues = $DynamicFieldBackendObject->PossibleValuesGet(
DynamicFieldConfig => $DynamicFieldConfig,
);
# check if field has PossibleValues property in its configuration
if ( IsHashRefWithData($PossibleValues) ) {
# convert possible values key => value to key => key for ACLs using a Hash slice
my %AclData = %{$PossibleValues};
@AclData{ keys %AclData } = keys %AclData;
# set possible values filter from ACLs
my $ACL = $TicketObject->TicketAcl(
%GetParam,
%ACLCompatGetParam,
CustomerUserID => $CustomerUser || '',
Action => $Self->{Action},
ReturnType => 'Ticket',
ReturnSubType => 'DynamicField_' . $DynamicFieldConfig->{Name},
Data => \%AclData,
UserID => $Self->{UserID},
);
if ($ACL) {
my %Filter = $TicketObject->TicketAclData();
# convert Filer key => key back to key => value using map
%{$PossibleValuesFilter} = map { $_ => $PossibleValues->{$_} }
keys %Filter;
}
}
}
my $ValidationResult;
# do not validate on attachment upload
if ( !$ExpandCustomerName ) {
$ValidationResult = $DynamicFieldBackendObject->EditFieldValueValidate(
DynamicFieldConfig => $DynamicFieldConfig,
PossibleValuesFilter => $PossibleValuesFilter,
ParamObject => $ParamObject,
Mandatory =>
$Config->{DynamicField}->{ $DynamicFieldConfig->{Name} } == 2,
);
if ( !IsHashRefWithData($ValidationResult) ) {
return $LayoutObject->ErrorScreen(
Message =>
$LayoutObject->{LanguageObject}
->Translate( 'Could not perform validation on field %s!', $DynamicFieldConfig->{Label} ),
Comment => Translatable('Please contact the administrator.'),
);
}
# propagate validation error to the Error variable to be detected by the frontend
if ( $ValidationResult->{ServerError} ) {
$Error{ $DynamicFieldConfig->{Name} } = ' ServerError';
}
}
# get field html
$DynamicFieldHTML{ $DynamicFieldConfig->{Name} } = $DynamicFieldBackendObject->EditFieldRender(
DynamicFieldConfig => $DynamicFieldConfig,
PossibleValuesFilter => $PossibleValuesFilter,
Mandatory =>
$Config->{DynamicField}->{ $DynamicFieldConfig->{Name} } == 2,
ServerError => $ValidationResult->{ServerError} || '',
ErrorMessage => $ValidationResult->{ErrorMessage} || '',
LayoutObject => $LayoutObject,
ParamObject => $ParamObject,
AJAXUpdate => 1,
UpdatableFields => $Self->_GetFieldsToUpdate(),
);
}
# get all attachments meta data
my @Attachments = $UploadCacheObject->FormIDGetAllFilesMeta(
FormID => $Self->{FormID},
);
# get customer user object
my $CustomerUserObject = $Kernel::OM->Get('Kernel::System::CustomerUser');
# Expand Customer Name
my %CustomerUserData;
if ( $ExpandCustomerName == 1 ) {
# search customer
my %CustomerUserList;
%CustomerUserList = $CustomerUserObject->CustomerSearch(
Search => $GetParam{To},
);
# check if just one customer user exists
# if just one, fillup CustomerUserID and CustomerID
$Param{CustomerUserListCount} = 0;
for my $CustomerUserKey ( sort keys %CustomerUserList ) {
$Param{CustomerUserListCount}++;
$Param{CustomerUserListLast} = $CustomerUserList{$CustomerUserKey};
$Param{CustomerUserListLastUser} = $CustomerUserKey;
}
if ( $Param{CustomerUserListCount} == 1 ) {
$GetParam{To} = $Param{CustomerUserListLast};
$Error{ExpandCustomerName} = 1;
my %CustomerUserData = $CustomerUserObject->CustomerUserDataGet(
User => $Param{CustomerUserListLastUser},
);
if ( $CustomerUserData{UserCustomerID} ) {
$CustomerID = $CustomerUserData{UserCustomerID};
}
if ( $CustomerUserData{UserLogin} ) {
$CustomerUser = $CustomerUserData{UserLogin};
}
}
# if more the one customer user exists, show list
# and clean CustomerUserID and CustomerID
else {
# don't check email syntax on multi customer select
$ConfigObject->Set(
Key => 'CheckEmailAddresses',
Value => 0
);
$CustomerID = '';
# clear to if there is no customer found
if ( !%CustomerUserList ) {
$GetParam{To} = '';
}
$Error{ExpandCustomerName} = 1;
}
}
# get from and customer id if customer user is given
elsif ( $ExpandCustomerName == 2 ) {
%CustomerUserData = $CustomerUserObject->CustomerUserDataGet(
User => $CustomerUser,
);
my %CustomerUserList = $CustomerUserObject->CustomerSearch(
UserLogin => $CustomerUser,
);
for my $CustomerUserKey ( sort keys %CustomerUserList ) {
$GetParam{To} = $CustomerUserList{$CustomerUserKey};
}
if ( $CustomerUserData{UserCustomerID} ) {
$CustomerID = $CustomerUserData{UserCustomerID};
}
if ( $CustomerUserData{UserLogin} ) {
$CustomerUser = $CustomerUserData{UserLogin};
}
if ( $FromExternalCustomer{Customer} ) {
my %ExternalCustomerUserData = $CustomerUserObject->CustomerUserDataGet(
User => $FromExternalCustomer{Customer},
);
$FromExternalCustomer{Email} = $ExternalCustomerUserData{UserMailString};
}
$Error{ExpandCustomerName} = 1;
}
# if a new destination queue is selected
elsif ( $ExpandCustomerName == 3 ) {
$Error{NoSubmit} = 1;
$CustomerUser = $SelectedCustomerUser;
}
# show customer info
my %CustomerData;
if ( $ConfigObject->Get('Ticket::Frontend::CustomerInfoCompose') ) {
if ( $CustomerUser || $SelectedCustomerUser ) {
%CustomerData = $CustomerUserObject->CustomerUserDataGet(
User => $CustomerUser || $SelectedCustomerUser,
);
}
elsif ($CustomerID) {
%CustomerData = $CustomerUserObject->CustomerUserDataGet(
CustomerID => $CustomerID,
);
}
}
# check email address
PARAMETER:
for my $Parameter (qw(To Cc Bcc)) {
next PARAMETER if !$GetParam{$Parameter};
for my $Email ( Mail::Address->parse( $GetParam{$Parameter} ) ) {
if ( !$CheckItemObject->CheckEmail( Address => $Email->address() ) ) {
$Error{ $Parameter . 'ErrorType' }
= $Parameter . $CheckItemObject->CheckErrorType() . 'ServerErrorMsg';
$Error{ $Parameter . 'Invalid' } = 'ServerError';
}
my $IsLocal = $Kernel::OM->Get('Kernel::System::SystemAddress')->SystemAddressIsLocalAddress(
Address => $Email->address()
);
if ($IsLocal) {
$Error{ $Parameter . 'IsLocalAddress' } = 'ServerError';
}
}
}
# if it is not a subaction about attachments, check for server errors
if ( !$ExpandCustomerName ) {
if ( !$GetParam{To} ) {
$Error{'ToInvalid'} = 'ServerError';
}
if ( !$GetParam{Subject} ) {
$Error{'SubjectInvalid'} = 'ServerError';
}
if ( !$NewQueueID ) {
$Error{'DestinationInvalid'} = 'ServerError';
}
if ( !$GetParam{Body} ) {
$Error{'BodyInvalid'} = 'ServerError';
}
# check if date is valid
if (
!$ExpandCustomerName
&& $StateData{TypeName}
&& $StateData{TypeName} =~ /^pending/i
)
{
# convert pending date to a datetime object
my $PendingDateTimeObject = $Kernel::OM->Create(
'Kernel::System::DateTime',
ObjectParams => {
%GetParam,
Second => 0,
},
);
# get current system epoch
my $CurSystemDateTimeObject = $Kernel::OM->Create('Kernel::System::DateTime');
if ( !$PendingDateTimeObject || $PendingDateTimeObject < $CurSystemDateTimeObject ) {
$Error{'DateInvalid'} = 'ServerError';
}
}
if (
$ConfigObject->Get('Ticket::Service')
&& $GetParam{SLAID}
&& !$GetParam{ServiceID}
)
{
$Error{'ServiceInvalid'} = 'ServerError';
}
# check mandatory service
if (
$ConfigObject->Get('Ticket::Service')
&& $Config->{ServiceMandatory}
&& !$GetParam{ServiceID}
)
{
$Error{'ServiceInvalid'} = ' ServerError';
}
# check mandatory sla
if (
$ConfigObject->Get('Ticket::Service')
&& $Config->{SLAMandatory}
&& !$GetParam{SLAID}
)
{
$Error{'SLAInvalid'} = ' ServerError';
}
if ( $ConfigObject->Get('Ticket::Type') && !$GetParam{TypeID} ) {
$Error{'TypeInvalid'} = 'ServerError';
}
if (
$ConfigObject->Get('Ticket::Frontend::AccountTime')
&& $ConfigObject->Get('Ticket::Frontend::NeedAccountedTime')
&& $GetParam{TimeUnits} eq ''
)
{
$Error{'TimeUnitsInvalid'} = 'ServerError';
}
}
# run compose modules
my %ArticleParam;
if ( ref $ConfigObject->Get('Ticket::Frontend::ArticleComposeModule') eq 'HASH' ) {
my %Jobs = %{ $ConfigObject->Get('Ticket::Frontend::ArticleComposeModule') };
for my $Job ( sort keys %Jobs ) {
# load module
if ( !$MainObject->Require( $Jobs{$Job}->{Module} ) ) {
return $LayoutObject->FatalError();
}
my $Object = $Jobs{$Job}->{Module}->new(
%{$Self},
Debug => $Debug,
);
# get params
my $Multiple;
PARAMETER:
for my $Parameter ( $Object->Option( %GetParam, Config => $Jobs{$Job} ) ) {
if ( $Jobs{$Job}->{ParamType} && $Jobs{$Job}->{ParamType} ne 'Single' ) {
@{ $GetParam{$Parameter} } = $ParamObject->GetArray( Param => $Parameter );
$Multiple = 1;
next PARAMETER;
}
$GetParam{$Parameter} = $ParamObject->GetParam( Param => $Parameter );
}
# run module
$Object->Run(
%GetParam,
StoreNew => 1,
Config => $Jobs{$Job}
);
# get options that have been removed from the selection
# and add them back to the selection so that the submit
# will contain options that were hidden from the agent
my $Key = $Object->Option( %GetParam, Config => $Jobs{$Job} );
if ( $Object->can('GetOptionsToRemoveAJAX') ) {
my @RemovedOptions = $Object->GetOptionsToRemoveAJAX(%GetParam);
if (@RemovedOptions) {
if ($Multiple) {
for my $RemovedOption (@RemovedOptions) {
push @{ $GetParam{$Key} }, $RemovedOption;
}
}
else {
$GetParam{$Key} = shift @RemovedOptions;
}
}
}
# ticket params
%ArticleParam = (
%ArticleParam,
$Object->ArticleOption( %GetParam, %ArticleParam, Config => $Jobs{$Job} ),
);
# get errors
%Error = (
%Error,
$Object->Error( %GetParam, Config => $Jobs{$Job} ),
);
}
}
if (%Error) {
if ( $Error{ToIsLocalAddress} ) {
$LayoutObject->Block(
Name => 'ToIsLocalAddressServerErrorMsg',
Data => \%GetParam,
);
}
if ( $Error{CcIsLocalAddress} ) {
$LayoutObject->Block(
Name => 'CcIsLocalAddressServerErrorMsg',
Data => \%GetParam,
);
}
if ( $Error{BccIsLocalAddress} ) {
$LayoutObject->Block(
Name => 'BccIsLocalAddressServerErrorMsg',
Data => \%GetParam,
);
}
# get and format default subject and body
my $Subject = $LayoutObject->Output(
Template => $Config->{Subject} || '',
);
my $Body = $LayoutObject->Output(
Template => $Config->{Body} || '',
);
# make sure body is rich text
if ( $LayoutObject->{BrowserRichText} ) {
$Body = $LayoutObject->Ascii2RichText(
String => $Body,
);
}
#set Body and Subject parameters for Output
if ( !$GetParam{Subject} ) {
$GetParam{Subject} = $Subject;
}
if ( !$GetParam{Body} ) {
$GetParam{Body} = $Body;
}
# get services
my $Services = $Self->_GetServices(
%GetParam,
%ACLCompatGetParam,
CustomerUserID => $CustomerUser || '',
QueueID => $NewQueueID || 1,
);
# reset previous ServiceID to reset SLA-List if no service is selected
if ( !$GetParam{ServiceID} || !$Services->{ $GetParam{ServiceID} } ) {
$GetParam{ServiceID} = '';
}
my $SLAs = $Self->_GetSLAs(
%GetParam,
%ACLCompatGetParam,
QueueID => $NewQueueID || 1,
Services => $Services,
);
# header
$Output .= $LayoutObject->Header();
$Output .= $LayoutObject->NavigationBar();
# html output
$Output .= $Self->_MaskEmailNew(
QueueID => $Self->{QueueID},
Users => $Self->_GetUsers(
%GetParam,
%ACLCompatGetParam,
QueueID => $NewQueueID,
AllUsers => $GetParam{OwnerAll}
),
UserSelected => $NewUserID,
ResponsibleUsers => $Self->_GetResponsibles(
%GetParam,
%ACLCompatGetParam,
QueueID => $NewQueueID,
AllUsers => $GetParam{ResponsibleAll}
),
ResponsibleUserSelected => $NewResponsibleID,
NextStates => $Self->_GetNextStates(
%GetParam,
%ACLCompatGetParam,
CustomerUserID => $CustomerUser || '',
QueueID => $NewQueueID || 1,
),
NextState => $NextState,
Priorities => $Self->_GetPriorities(
%GetParam,
%ACLCompatGetParam,
CustomerUserID => $CustomerUser || '',
QueueID => $NewQueueID || 1,
),
Types => $Self->_GetTypes(
%GetParam,
%ACLCompatGetParam,
CustomerUserID => $CustomerUser || '',
QueueID => $NewQueueID || 1,
),
Services => $Services,
SLAs => $SLAs,
StandardTemplates => $Self->_GetStandardTemplates(
%GetParam,
%ACLCompatGetParam,
QueueID => $NewQueueID || '',
),
CustomerID => $LayoutObject->Ascii2Html( Text => $CustomerID ),
CustomerUser => $CustomerUser,
CustomerData => \%CustomerData,
TimeUnitsRequired => (
$ConfigObject->Get('Ticket::Frontend::NeedAccountedTime')
? 'Validate_Required'
: ''
),
FromList => $Self->_GetTos(),
FromSelected => $Dest,
Subject => $LayoutObject->Ascii2Html( Text => $GetParam{Subject} ),
Body => $LayoutObject->Ascii2Html( Text => $GetParam{Body} ),
Errors => \%Error,
Attachments => \@Attachments,
Signature => $Signature,
%GetParam,
DynamicFieldHTML => \%DynamicFieldHTML,
MultipleCustomer => \@MultipleCustomer,
MultipleCustomerCc => \@MultipleCustomerCc,
MultipleCustomerBcc => \@MultipleCustomerBcc,
FromExternalCustomer => \%FromExternalCustomer,
);
$Output .= $LayoutObject->Footer();
return $Output;
}
# challenge token check for write action
$LayoutObject->ChallengeTokenCheck();
# create new ticket, do db insert
my $TicketID = $TicketObject->TicketCreate(
Title => $GetParam{Subject},
QueueID => $NewQueueID,
Subject => $GetParam{Subject},
Lock => 'unlock',
TypeID => $GetParam{TypeID},
ServiceID => $GetParam{ServiceID},
SLAID => $GetParam{SLAID},
StateID => $NextStateID,
PriorityID => $GetParam{PriorityID},
OwnerID => 1,
CustomerID => $CustomerID,
CustomerUser => $SelectedCustomerUser,
UserID => $Self->{UserID},
);
# set ticket dynamic fields
# cycle through the activated Dynamic Fields for this screen
DYNAMICFIELD:
for my $DynamicFieldConfig ( @{ $Self->{DynamicField} } ) {
next DYNAMICFIELD if !IsHashRefWithData($DynamicFieldConfig);
next DYNAMICFIELD if $DynamicFieldConfig->{ObjectType} ne 'Ticket';
# set the value
my $Success = $DynamicFieldBackendObject->ValueSet(
DynamicFieldConfig => $DynamicFieldConfig,
ObjectID => $TicketID,
Value => $DynamicFieldValues{ $DynamicFieldConfig->{Name} },
UserID => $Self->{UserID},
);
}
# ---
# ITSMIncidentProblemManagement
# ---
if ( $Self->{ITSMIncidentProblemManagement} && $GetParam{ServiceID} && $Service{Criticality} && !$GetParam{DynamicField_ITSMCriticality} ) {
# get config for criticality dynamic field
my $CriticalityDynamicFieldConfig = $Kernel::OM->Get('Kernel::System::DynamicField')->DynamicFieldGet(
Name => 'ITSMCriticality',
);
# get possible values for criticality
my $CriticalityPossibleValues = $DynamicFieldBackendObject->PossibleValuesGet(
DynamicFieldConfig => $CriticalityDynamicFieldConfig,
);
# reverse the list to find out the key
my %ReverseCriticalityPossibleValues = reverse %{ $CriticalityPossibleValues };
# set the criticality
$DynamicFieldBackendObject->ValueSet(
DynamicFieldConfig => $CriticalityDynamicFieldConfig,
ObjectID => $TicketID,
Value => $ReverseCriticalityPossibleValues{ $Service{Criticality} },
UserID => $Self->{UserID},
);
}
# ---
# get pre loaded attachment
@Attachments = $UploadCacheObject->FormIDGetAllFilesData(
FormID => $Self->{FormID},
);
# get submit attachment
my %UploadStuff = $ParamObject->GetUploadAll(
Param => 'FileUpload',
);
if (%UploadStuff) {
push @Attachments, \%UploadStuff;
}
# prepare subject
my $Tn = $TicketObject->TicketNumberLookup( TicketID => $TicketID );
$GetParam{Subject} = $TicketObject->TicketSubjectBuild(
TicketNumber => $Tn,
Subject => $GetParam{Subject} || '',
Type => 'New',
);
# check if new owner is given (then send no agent notify)
my $NoAgentNotify = 0;
if ($NewUserID) {
$NoAgentNotify = 1;
}
my $MimeType = 'text/plain';
if ( $LayoutObject->{BrowserRichText} ) {
$MimeType = 'text/html';
$GetParam{Body} .= '<br/><br/>' . $Signature;
# remove unused inline images
my @NewAttachmentData;
ATTACHMENT:
for my $Attachment (@Attachments) {
my $ContentID = $Attachment->{ContentID};
if (
$ContentID
&& ( $Attachment->{ContentType} =~ /image/i )
&& ( $Attachment->{Disposition} eq 'inline' )
)
{
my $ContentIDHTMLQuote = $LayoutObject->Ascii2Html(
Text => $ContentID,
);
# workaround for link encode of rich text editor, see bug#5053
my $ContentIDLinkEncode = $LayoutObject->LinkEncode($ContentID);
$GetParam{Body} =~ s/(ContentID=)$ContentIDLinkEncode/$1$ContentID/g;
# ignore attachment if not linked in body
next ATTACHMENT
if $GetParam{Body} !~ /(\Q$ContentIDHTMLQuote\E|\Q$ContentID\E)/i;
}
# remember inline images and normal attachments
push @NewAttachmentData, \%{$Attachment};
}
@Attachments = @NewAttachmentData;
# verify html document
$GetParam{Body} = $LayoutObject->RichTextDocumentComplete(
String => $GetParam{Body},
);
}
else {
$GetParam{Body} .= "\n\n" . $Signature;
}
# lookup sender
my $TemplateGenerator = $Kernel::OM->Get('Kernel::System::TemplateGenerator');
my $Sender = $TemplateGenerator->Sender(
QueueID => $NewQueueID,
UserID => $Self->{UserID},
);
my $ArticleObject = $Kernel::OM->Get('Kernel::System::Ticket::Article');
my $ArticleBackendObject = $ArticleObject->BackendForChannel( ChannelName => 'Email' );
# send email
my $ArticleID = $ArticleBackendObject->ArticleSend(
NoAgentNotify => $NoAgentNotify,
Attachment => \@Attachments,
TicketID => $TicketID,
SenderType => $Config->{SenderType},
IsVisibleForCustomer => $Config->{IsVisibleForCustomer},
From => $Sender,
To => $GetParam{To},
Cc => $GetParam{Cc},
Bcc => $GetParam{Bcc},
Subject => $GetParam{Subject},
Body => $GetParam{Body},
Charset => $LayoutObject->{UserCharset},
MimeType => $MimeType,
UserID => $Self->{UserID},
HistoryType => $Config->{HistoryType},
HistoryComment => $Config->{HistoryComment}
|| "\%\%$GetParam{To}, $GetParam{Cc}, $GetParam{Bcc}",
%ArticleParam,
);
if ( !$ArticleID ) {
return $LayoutObject->ErrorScreen();
}
# set article dynamic fields
# cycle through the activated Dynamic Fields for this screen
DYNAMICFIELD:
for my $DynamicFieldConfig ( @{ $Self->{DynamicField} } ) {
next DYNAMICFIELD if !IsHashRefWithData($DynamicFieldConfig);
next DYNAMICFIELD if $DynamicFieldConfig->{ObjectType} ne 'Article';
# set the value
my $Success = $DynamicFieldBackendObject->ValueSet(
DynamicFieldConfig => $DynamicFieldConfig,
ObjectID => $ArticleID,
Value => $DynamicFieldValues{ $DynamicFieldConfig->{Name} },
UserID => $Self->{UserID},
);
}
# remove pre-submitted attachments
$UploadCacheObject->FormIDRemove( FormID => $Self->{FormID} );
# link tickets
if (
$GetParam{LinkTicketID}
&& $Config->{SplitLinkType}
&& $Config->{SplitLinkType}->{LinkType}
&& $Config->{SplitLinkType}->{Direction}
)
{
my $Access = $TicketObject->TicketPermission(
Type => 'ro',
TicketID => $GetParam{LinkTicketID},
UserID => $Self->{UserID}
);
if ( !$Access ) {
return $LayoutObject->NoPermission(
Message => "You need ro permission!",
WithHeader => 'yes',
);
}
my $SourceKey = $GetParam{LinkTicketID};
my $TargetKey = $TicketID;
if ( $Config->{SplitLinkType}->{Direction} eq 'Source' ) {
$SourceKey = $TicketID;
$TargetKey = $GetParam{LinkTicketID};
}
# link the tickets
$Kernel::OM->Get('Kernel::System::LinkObject')->LinkAdd(
SourceObject => 'Ticket',
SourceKey => $SourceKey,
TargetObject => 'Ticket',
TargetKey => $TargetKey,
Type => $Config->{SplitLinkType}->{LinkType} || 'Normal',
State => 'Valid',
UserID => $Self->{UserID},
);
}
# set owner (if new user id is given)
if ($NewUserID) {
$TicketObject->TicketOwnerSet(
TicketID => $TicketID,
NewUserID => $NewUserID,
UserID => $Self->{UserID},
);
# set lock
$TicketObject->TicketLockSet(
TicketID => $TicketID,
Lock => 'lock',
UserID => $Self->{UserID},
);
}
# else set owner to current agent but do not lock it
else {
$TicketObject->TicketOwnerSet(
TicketID => $TicketID,
NewUserID => $Self->{UserID},
SendNoNotification => 1,
UserID => $Self->{UserID},
);
}
# set responsible (if new user id is given)
if ($NewResponsibleID) {
$TicketObject->TicketResponsibleSet(
TicketID => $TicketID,
NewUserID => $NewResponsibleID,
UserID => $Self->{UserID},
);
}
# time accounting
if ( $GetParam{TimeUnits} ) {
$TicketObject->TicketAccountTime(
TicketID => $TicketID,
ArticleID => $ArticleID,
TimeUnit => $GetParam{TimeUnits},
UserID => $Self->{UserID},
);
}
# should i set an unlock?
if ( $StateData{TypeName} =~ /^close/i ) {
# set lock
$TicketObject->TicketLockSet(
TicketID => $TicketID,
Lock => 'unlock',
UserID => $Self->{UserID},
);
}
# set pending time
elsif ( $StateData{TypeName} =~ /^pending/i ) {
# set pending time
$TicketObject->TicketPendingTimeSet(
UserID => $Self->{UserID},
TicketID => $TicketID,
%GetParam,
);
}
# ---
# ITSMIncidentProblemManagement
# ---
if ( $Self->{ITSMIncidentProblemManagement} ) {
# get the temporarily links
my $TempLinkList = $Kernel::OM->Get('Kernel::System::LinkObject')->LinkList(
Object => 'Ticket',
Key => $Self->{FormID},
State => 'Temporary',
UserID => $Self->{UserID},
);
if ( $TempLinkList && ref $TempLinkList eq 'HASH' && %{$TempLinkList} ) {
for my $TargetObjectOrg ( sort keys %{$TempLinkList} ) {
# extract typelist
my $TypeList = $TempLinkList->{$TargetObjectOrg};
for my $Type ( sort keys %{$TypeList} ) {
# extract direction list
my $DirectionList = $TypeList->{$Type};
for my $Direction ( sort keys %{$DirectionList} ) {
for my $TargetKeyOrg ( sort keys %{ $DirectionList->{$Direction} } ) {
# delete the temp link
$Kernel::OM->Get('Kernel::System::LinkObject')->LinkDelete(
Object1 => 'Ticket',
Key1 => $Self->{FormID},
Object2 => $TargetObjectOrg,
Key2 => $TargetKeyOrg,
Type => $Type,
UserID => $Self->{UserID},
);
my $SourceObject = $TargetObjectOrg;
my $SourceKey = $TargetKeyOrg;
my $TargetObject = 'Ticket';
my $TargetKey = $TicketID;
if ( $Direction eq 'Target' ) {
$SourceObject = 'Ticket';
$SourceKey = $TicketID;
$TargetObject = $TargetObjectOrg;
$TargetKey = $TargetKeyOrg;
}
# add the permanently link
my $Success = $Kernel::OM->Get('Kernel::System::LinkObject')->LinkAdd(
SourceObject => $SourceObject,
SourceKey => $SourceKey,
TargetObject => $TargetObject,
TargetKey => $TargetKey,
Type => $Type,
State => 'Valid',
UserID => $Self->{UserID},
);
}
}
}
}
}
}
# ---
# get redirect screen
my $NextScreen = $Self->{UserCreateNextMask} || 'AgentTicketEmail';
# redirect
return $LayoutObject->Redirect(
OP => "Action=$NextScreen;Subaction=Created;TicketID=$TicketID",
);
}
elsif ( $Self->{Subaction} eq 'AJAXUpdate' ) {
my $Dest = $ParamObject->GetParam( Param => 'Dest' ) || '';
my $CustomerUser = $ParamObject->GetParam( Param => 'SelectedCustomerUser' );
my $ElementChanged = $ParamObject->GetParam( Param => 'ElementChanged' ) || '';
# get From based on selected queue
my $QueueID = '';
if ( $Dest =~ /^(\d{1,100})\|\|.+?$/ ) {
$QueueID = $1;
my %Queue = $QueueObject->GetSystemAddress( QueueID => $QueueID );
$GetParam{From} = $Queue{Email};
}
# get list type
my $TreeView = 0;
if ( $ConfigObject->Get('Ticket::Frontend::ListType') eq 'tree' ) {
$TreeView = 1;
}
my $Tos = $Self->_GetTos(
%GetParam,
%ACLCompatGetParam,
CustomerUserID => $CustomerUser || '',
QueueID => $QueueID,
);
my $NewTos;
if ($Tos) {
TOs:
for my $KeyTo ( sort keys %{$Tos} ) {
next TOs if ( $Tos->{$KeyTo} eq '-' );
$NewTos->{"$KeyTo||$Tos->{$KeyTo}"} = $Tos->{$KeyTo};
}
}
my $Signature = '';
if ($QueueID) {
$Signature = $Self->_GetSignature(
QueueID => $QueueID,
CustomerUserID => $CustomerUser,
);
}
my $Users = $Self->_GetUsers(
%GetParam,
%ACLCompatGetParam,
QueueID => $QueueID,
AllUsers => $GetParam{OwnerAll},
);
my $ResponsibleUsers = $Self->_GetResponsibles(
%GetParam,
%ACLCompatGetParam,
QueueID => $QueueID,
AllUsers => $GetParam{ResponsibleAll},
);
my $NextStates = $Self->_GetNextStates(
%GetParam,
%ACLCompatGetParam,
CustomerUserID => $CustomerUser || '',
QueueID => $QueueID || 1,
);
my $Priorities = $Self->_GetPriorities(
%GetParam,
%ACLCompatGetParam,
CustomerUserID => $CustomerUser || '',
QueueID => $QueueID || 1,
);
my $Services = $Self->_GetServices(
%GetParam,
%ACLCompatGetParam,
CustomerUserID => $CustomerUser || '',
QueueID => $QueueID || 1,
);
my $SLAs = $Self->_GetSLAs(
%GetParam,
%ACLCompatGetParam,
CustomerUserID => $CustomerUser || '',
QueueID => $QueueID || 1,
Services => $Services,
);
my $StandardTemplates = $Self->_GetStandardTemplates(
%GetParam,
%ACLCompatGetParam,
QueueID => $QueueID || '',
);
my $Types = $Self->_GetTypes(
%GetParam,
%ACLCompatGetParam,
CustomerUserID => $CustomerUser || '',
QueueID => $QueueID || 1,
);
# update Dynamic Fields Possible Values via AJAX
my @DynamicFieldAJAX;
# cycle through the activated Dynamic Fields for this screen
DYNAMICFIELD:
for my $DynamicFieldConfig ( @{ $Self->{DynamicField} } ) {
next DYNAMICFIELD if !IsHashRefWithData($DynamicFieldConfig);
my $IsACLReducible = $DynamicFieldBackendObject->HasBehavior(
DynamicFieldConfig => $DynamicFieldConfig,
Behavior => 'IsACLReducible',
);
next DYNAMICFIELD if !$IsACLReducible;
my $PossibleValues = $DynamicFieldBackendObject->PossibleValuesGet(
DynamicFieldConfig => $DynamicFieldConfig,
);
# convert possible values key => value to key => key for ACLs using a Hash slice
my %AclData = %{$PossibleValues};
@AclData{ keys %AclData } = keys %AclData;
# set possible values filter from ACLs
my $ACL = $TicketObject->TicketAcl(
%GetParam,
%ACLCompatGetParam,
CustomerUserID => $CustomerUser || '',
Action => $Self->{Action},
TicketID => $Self->{TicketID},
QueueID => $QueueID || 0,
ReturnType => 'Ticket',
ReturnSubType => 'DynamicField_' . $DynamicFieldConfig->{Name},
Data => \%AclData,
UserID => $Self->{UserID},
);
if ($ACL) {
my %Filter = $TicketObject->TicketAclData();
# convert Filer key => key back to key => value using map
%{$PossibleValues} = map { $_ => $PossibleValues->{$_} } keys %Filter;
}
my $DataValues = $DynamicFieldBackendObject->BuildSelectionDataGet(
DynamicFieldConfig => $DynamicFieldConfig,
PossibleValues => $PossibleValues,
Value => $DynamicFieldValues{ $DynamicFieldConfig->{Name} },
) || $PossibleValues;
# add dynamic field to the list of fields to update
push(
@DynamicFieldAJAX,
{
Name => 'DynamicField_' . $DynamicFieldConfig->{Name},
Data => $DataValues,
SelectedID => $DynamicFieldValues{ $DynamicFieldConfig->{Name} },
Translation => $DynamicFieldConfig->{Config}->{TranslatableValues} || 0,
Max => 100,
}
);
}
my @TemplateAJAX;
# update ticket body and attachements if needed.
if ( $ElementChanged eq 'StandardTemplateID' ) {
my @TicketAttachments;
my $TemplateText;
# remove all attachments from the Upload cache
my $RemoveSuccess = $UploadCacheObject->FormIDRemove(
FormID => $Self->{FormID},
);
if ( !$RemoveSuccess ) {
$Kernel::OM->Get('Kernel::System::Log')->Log(
Priority => 'error',
Message => "Form attachments could not be deleted!",
);
}
# get the template text and set new attachments if a template is selected
if ( IsPositiveInteger( $GetParam{StandardTemplateID} ) ) {
my $TemplateGenerator = $Kernel::OM->Get('Kernel::System::TemplateGenerator');
# set template text, replace smart tags (limited as ticket is not created)
$TemplateText = $TemplateGenerator->Template(
TemplateID => $GetParam{StandardTemplateID},
UserID => $Self->{UserID},
CustomerUserID => $CustomerUser,
);
# create StdAttachmentObject
my $StdAttachmentObject = $Kernel::OM->Get('Kernel::System::StdAttachment');
# add std. attachments to ticket
my %AllStdAttachments = $StdAttachmentObject->StdAttachmentStandardTemplateMemberList(
StandardTemplateID => $GetParam{StandardTemplateID},
);
for ( sort keys %AllStdAttachments ) {
my %AttachmentsData = $StdAttachmentObject->StdAttachmentGet( ID => $_ );
$UploadCacheObject->FormIDAddFile(
FormID => $Self->{FormID},
Disposition => 'attachment',
%AttachmentsData,
);
}
# send a list of attachments in the upload cache back to the clientside JavaScript
# which renders then the list of currently uploaded attachments
@TicketAttachments = $UploadCacheObject->FormIDGetAllFilesMeta(
FormID => $Self->{FormID},
);
for my $Attachment (@TicketAttachments) {
$Attachment->{Filesize} = $LayoutObject->HumanReadableDataSize(
Size => $Attachment->{Filesize},
);
}
}
@TemplateAJAX = (
{
Name => 'UseTemplateCreate',
Data => '0',
},
{
Name => 'RichText',
Data => $TemplateText || '',
},
{
Name => 'TicketAttachments',
Data => \@TicketAttachments,
KeepData => 1,
},
);
}
my @ExtendedData;
# run compose modules
if ( ref $ConfigObject->Get('Ticket::Frontend::ArticleComposeModule') eq 'HASH' ) {
# use QueueID from web request in compose modules
$GetParam{QueueID} = $QueueID;
my %Jobs = %{ $ConfigObject->Get('Ticket::Frontend::ArticleComposeModule') };
JOB:
for my $Job ( sort keys %Jobs ) {
# load module
next JOB if !$MainObject->Require( $Jobs{$Job}->{Module} );
my $Object = $Jobs{$Job}->{Module}->new(
%{$Self},
Debug => $Debug,
);
my $Multiple;
# get params
PARAMETER:
for my $Parameter ( $Object->Option( %GetParam, Config => $Jobs{$Job} ) ) {
if ( $Jobs{$Job}->{ParamType} && $Jobs{$Job}->{ParamType} ne 'Single' ) {
@{ $GetParam{$Parameter} } = $ParamObject->GetArray( Param => $Parameter );
$Multiple = 1;
next PARAMETER;
}
$GetParam{$Parameter} = $ParamObject->GetParam( Param => $Parameter );
}
# run module
my %Data = $Object->Data( %GetParam, Config => $Jobs{$Job} );
# get AJAX param values
if ( $Object->can('GetParamAJAX') ) {
%GetParam = ( %GetParam, $Object->GetParamAJAX(%GetParam) );
}
# get options that have to be removed from the selection visible
# to the agent. These options will be added again on submit.
if ( $Object->can('GetOptionsToRemoveAJAX') ) {
my @OptionsToRemove = $Object->GetOptionsToRemoveAJAX(%GetParam);
for my $OptionToRemove (@OptionsToRemove) {
delete $Data{$OptionToRemove};
}
}
my $Key = $Object->Option( %GetParam, Config => $Jobs{$Job} );
if ($Key) {
push(
@ExtendedData,
{
Name => $Key,
Data => \%Data,
SelectedID => $GetParam{$Key},
Translation => 1,
PossibleNone => 1,
Multiple => $Multiple,
Max => 100,
}
);
}
}
}
# convert Signature to ASCII, if RichText is on
if ( $LayoutObject->{BrowserRichText} ) {
# $Signature = $Kernel::OM->Get('Kernel::System::HTMLUtils')->ToAscii( String => $Signature, );
}
my $JSON = $LayoutObject->BuildSelectionJSON(
[
{
Name => 'Dest',
Data => $NewTos,
SelectedID => $Dest,
Translation => 0,
PossibleNone => 1,
TreeView => $TreeView,
Max => 100,
},
{
Name => 'Signature',
Data => $Signature,
Translation => 1,
PossibleNone => 1,
Max => 100,
},
{
Name => 'NewUserID',
Data => $Users,
SelectedID => $GetParam{NewUserID},
Translation => 0,
PossibleNone => 1,
Max => 100,
},
{
Name => 'NewResponsibleID',
Data => $ResponsibleUsers,
SelectedID => $GetParam{NewResponsibleID},
Translation => 0,
PossibleNone => 1,
Max => 100,
},
{
Name => 'NextStateID',
Data => $NextStates,
SelectedID => $GetParam{NextStateID},
Translation => 1,
Max => 100,
},
{
Name => 'PriorityID',
Data => $Priorities,
SelectedID => $GetParam{PriorityID},
Translation => 1,
Max => 100,
},
{
Name => 'ServiceID',
Data => $Services,
SelectedID => $GetParam{ServiceID},
PossibleNone => 1,
Translation => 0,
TreeView => $TreeView,
Max => 100,
},
{
Name => 'SLAID',
Data => $SLAs,
SelectedID => $GetParam{SLAID},
PossibleNone => 1,
Translation => 0,
Max => 100,
},
{
Name => 'StandardTemplateID',
Data => $StandardTemplates,
SelectedID => $GetParam{StandardTemplateID},
PossibleNone => 1,
Translation => 1,
Max => 100,
},
{
Name => 'TypeID',
Data => $Types,
SelectedID => $GetParam{TypeID},
PossibleNone => 1,
Translation => 0,
Max => 100,
},
@DynamicFieldAJAX,
@TemplateAJAX,
@ExtendedData,
],
);
return $LayoutObject->Attachment(
ContentType => 'application/json; charset=' . $LayoutObject->{Charset},
Content => $JSON,
Type => 'inline',
NoCache => 1,
);
}
else {
return $LayoutObject->ErrorScreen(
Message => Translatable('No Subaction!'),
Comment => Translatable('Please contact the administrator.'),
);
}
}
sub _GetNextStates {
my ( $Self, %Param ) = @_;
my %NextStates;
if ( $Param{QueueID} || $Param{TicketID} ) {
%NextStates = $Kernel::OM->Get('Kernel::System::Ticket')->TicketStateList(
%Param,
Action => $Self->{Action},
UserID => $Self->{UserID},
);
}
return \%NextStates;
}
sub _GetUsers {
my ( $Self, %Param ) = @_;
# get users
my %ShownUsers;
my %AllGroupsMembers = $Kernel::OM->Get('Kernel::System::User')->UserList(
Type => 'Long',
Valid => 1,
);
# get ticket object
my $TicketObject = $Kernel::OM->Get('Kernel::System::Ticket');
# just show only users with selected custom queue
if ( $Param{QueueID} && !$Param{AllUsers} ) {
my @UserIDs = $TicketObject->GetSubscribedUserIDsByQueueID(%Param);
for my $GroupMemberKey ( sort keys %AllGroupsMembers ) {
my $Hit = 0;
for my $UID (@UserIDs) {
if ( $UID eq $GroupMemberKey ) {
$Hit = 1;
}
}
if ( !$Hit ) {
delete $AllGroupsMembers{$GroupMemberKey};
}
}
}
# check show users
if ( $Kernel::OM->Get('Kernel::Config')->Get('Ticket::ChangeOwnerToEveryone') ) {
%ShownUsers = %AllGroupsMembers;
}
# show all users who are owner or rw in the queue group
elsif ( $Param{QueueID} ) {
my $GID = $Kernel::OM->Get('Kernel::System::Queue')->GetQueueGroupID( QueueID => $Param{QueueID} );
my %MemberList = $Kernel::OM->Get('Kernel::System::Group')->PermissionGroupGet(
GroupID => $GID,
Type => 'owner',
);
for my $MemberKey ( sort keys %MemberList ) {
if ( $AllGroupsMembers{$MemberKey} ) {
$ShownUsers{$MemberKey} = $AllGroupsMembers{$MemberKey};
}
}
}
# workflow
my $ACL = $TicketObject->TicketAcl(
%Param,
Action => $Self->{Action},
ReturnType => 'Ticket',
ReturnSubType => 'Owner',
Data => \%ShownUsers,
UserID => $Self->{UserID},
);
return { $TicketObject->TicketAclData() } if $ACL;
return \%ShownUsers;
}
sub _GetResponsibles {
my ( $Self, %Param ) = @_;
# get users
my %ShownUsers;
my %AllGroupsMembers = $Kernel::OM->Get('Kernel::System::User')->UserList(
Type => 'Long',
Valid => 1,
);
# get ticket object
my $TicketObject = $Kernel::OM->Get('Kernel::System::Ticket');
# just show only users with selected custom queue
if ( $Param{QueueID} && !$Param{AllUsers} ) {
my @UserIDs = $TicketObject->GetSubscribedUserIDsByQueueID(%Param);
for my $GroupMemberKey ( sort keys %AllGroupsMembers ) {
my $Hit = 0;
for my $UID (@UserIDs) {
if ( $UID eq $GroupMemberKey ) {
$Hit = 1;
}
}
if ( !$Hit ) {
delete $AllGroupsMembers{$GroupMemberKey};
}
}
}
# check show users
if ( $Kernel::OM->Get('Kernel::Config')->Get('Ticket::ChangeOwnerToEveryone') ) {
%ShownUsers = %AllGroupsMembers;
}
# show all users who are responsible or rw in the queue group
elsif ( $Param{QueueID} ) {
my $GID = $Kernel::OM->Get('Kernel::System::Queue')->GetQueueGroupID( QueueID => $Param{QueueID} );
my %MemberList = $Kernel::OM->Get('Kernel::System::Group')->PermissionGroupGet(
GroupID => $GID,
Type => 'responsible',
);
for my $MemberKey ( sort keys %MemberList ) {
if ( $AllGroupsMembers{$MemberKey} ) {
$ShownUsers{$MemberKey} = $AllGroupsMembers{$MemberKey};
}
}
}
# workflow
my $ACL = $TicketObject->TicketAcl(
%Param,
Action => $Self->{Action},
ReturnType => 'Ticket',
ReturnSubType => 'Responsible',
Data => \%ShownUsers,
UserID => $Self->{UserID},
);
return { $TicketObject->TicketAclData() } if $ACL;
return \%ShownUsers;
}
sub _GetPriorities {
my ( $Self, %Param ) = @_;
# get priority
my %Priorities;
if ( $Param{QueueID} || $Param{TicketID} ) {
%Priorities = $Kernel::OM->Get('Kernel::System::Ticket')->TicketPriorityList(
%Param,
Action => $Self->{Action},
UserID => $Self->{UserID},
);
}
return \%Priorities;
}
sub _GetTypes {
my ( $Self, %Param ) = @_;
# get type
my %Type;
if ( $Param{QueueID} || $Param{TicketID} ) {
%Type = $Kernel::OM->Get('Kernel::System::Ticket')->TicketTypeList(
%Param,
Action => $Self->{Action},
UserID => $Self->{UserID},
);
}
return \%Type;
}
sub _GetServices {
my ( $Self, %Param ) = @_;
# get service
my %Service;
# check needed
return \%Service if !$Param{QueueID} && !$Param{TicketID};
# get options for default services for unknown customers
my $DefaultServiceUnknownCustomer
= $Kernel::OM->Get('Kernel::Config')->Get('Ticket::Service::Default::UnknownCustomer');
# check if no CustomerUserID is selected
# if $DefaultServiceUnknownCustomer = 0 leave CustomerUserID empty, it will not get any services
# if $DefaultServiceUnknownCustomer = 1 set CustomerUserID to get default services
if ( !$Param{CustomerUserID} && $DefaultServiceUnknownCustomer ) {
$Param{CustomerUserID} = '<DEFAULT>';
}
# get service list
if ( $Param{CustomerUserID} ) {
%Service = $Kernel::OM->Get('Kernel::System::Ticket')->TicketServiceList(
%Param,
Action => $Self->{Action},
UserID => $Self->{UserID},
);
}
return \%Service;
}
sub _GetSLAs {
my ( $Self, %Param ) = @_;
# get sla
my %SLA;
if ( $Param{ServiceID} && $Param{Services} && %{ $Param{Services} } ) {
if ( $Param{Services}->{ $Param{ServiceID} } ) {
%SLA = $Kernel::OM->Get('Kernel::System::Ticket')->TicketSLAList(
%Param,
Action => $Self->{Action},
UserID => $Self->{UserID},
);
}
}
return \%SLA;
}
sub _GetTos {
my ( $Self, %Param ) = @_;
# get config object
my $ConfigObject = $Kernel::OM->Get('Kernel::Config');
# check own selection
my %NewTos;
if ( $ConfigObject->Get('Ticket::Frontend::NewQueueOwnSelection') ) {
%NewTos = %{ $ConfigObject->Get('Ticket::Frontend::NewQueueOwnSelection') };
}
else {
# SelectionType Queue or SystemAddress?
my %Tos;
if ( $ConfigObject->Get('Ticket::Frontend::NewQueueSelectionType') eq 'Queue' ) {
%Tos = $Kernel::OM->Get('Kernel::System::Ticket')->MoveList(
%Param,
Type => 'create',
Action => $Self->{Action},
UserID => $Self->{UserID},
);
}
else {
%Tos = $Kernel::OM->Get('Kernel::System::SystemAddress')->SystemAddressQueueList();
}
# get create permission queues
my %UserGroups = $Kernel::OM->Get('Kernel::System::Group')->PermissionUserGet(
UserID => $Self->{UserID},
Type => 'create',
);
# build selection string
QUEUEID:
for my $QueueID ( sort keys %Tos ) {
my %QueueData = $Kernel::OM->Get('Kernel::System::Queue')->QueueGet( ID => $QueueID );
# permission check, can we create new tickets in queue
next QUEUEID if !$UserGroups{ $QueueData{GroupID} };
my $String = $ConfigObject->Get('Ticket::Frontend::NewQueueSelectionString')
|| '<Realname> <<Email>> - Queue: <Queue>';
$String =~ s/<Queue>/$QueueData{Name}/g;
$String =~ s/<QueueComment>/$QueueData{Comment}/g;
# remove trailing spaces
$String =~ s{\s+\z}{} if !$QueueData{Comment};
if ( $ConfigObject->Get('Ticket::Frontend::NewQueueSelectionType') ne 'Queue' )
{
my %SystemAddressData = $Kernel::OM->Get('Kernel::System::SystemAddress')->SystemAddressGet(
ID => $Tos{$QueueID},
);
$String =~ s/<Realname>/$SystemAddressData{Realname}/g;
$String =~ s/<Email>/$SystemAddressData{Name}/g;
}
$NewTos{$QueueID} = $String;
}
}
# add empty selection
$NewTos{''} = '-';
return \%NewTos;
}
sub _GetSignature {
my ( $Self, %Param ) = @_;
# prepare signature
my $TemplateGenerator = $Kernel::OM->Get('Kernel::System::TemplateGenerator');
my $Signature = $TemplateGenerator->Signature(
QueueID => $Param{QueueID},
Data => \%Param,
UserID => $Self->{UserID},
);
return $Signature;
}
sub _GetTimeUnits {
my ( $Self, %Param ) = @_;
my $AccountedTime = '';
# Get accounted time if AccountTime config item is enabled.
if ( $Kernel::OM->Get('Kernel::Config')->Get('Ticket::Frontend::AccountTime') && defined $Param{ArticleID} ) {
$AccountedTime = $Kernel::OM->Get('Kernel::System::Ticket::Article')->ArticleAccountedTimeGet(
ArticleID => $Param{ArticleID},
);
}
return $AccountedTime ? $AccountedTime : '';
}
sub _GetStandardTemplates {
my ( $Self, %Param ) = @_;
my %Templates;
my $QueueID = $Param{QueueID} || '';
my $ConfigObject = $Kernel::OM->Get('Kernel::Config');
my $QueueObject = $Kernel::OM->Get('Kernel::System::Queue');
if ( !$QueueID ) {
my $UserDefaultQueue = $ConfigObject->Get('Ticket::Frontend::UserDefaultQueue') || '';
if ($UserDefaultQueue) {
$QueueID = $QueueObject->QueueLookup( Queue => $UserDefaultQueue );
}
}
# check needed
return \%Templates if !$QueueID && !$Param{TicketID};
if ( !$QueueID && $Param{TicketID} ) {
# get QueueID from the ticket
my %Ticket = $Kernel::OM->Get('Kernel::System::Ticket')->TicketGet(
TicketID => $Param{TicketID},
DynamicFields => 0,
UserID => $Self->{UserID},
);
$QueueID = $Ticket{QueueID} || '';
}
# fetch all std. templates
my %StandardTemplates = $QueueObject->QueueStandardTemplateMemberList(
QueueID => $QueueID,
TemplateTypes => 1,
);
# return empty hash if there are no templates for this screen
return \%Templates if !IsHashRefWithData( $StandardTemplates{Create} );
# return just the templates for this screen
return $StandardTemplates{Create};
}
sub _MaskEmailNew {
my ( $Self, %Param ) = @_;
$Param{FormID} = $Self->{FormID};
# get config object
my $ConfigObject = $Kernel::OM->Get('Kernel::Config');
# get list type
my $TreeView = 0;
if ( $ConfigObject->Get('Ticket::Frontend::ListType') eq 'tree' ) {
$TreeView = 1;
}
# get layout object
my $LayoutObject = $Kernel::OM->Get('Kernel::Output::HTML::Layout');
# set JS data
$LayoutObject->AddJSData(
Key => 'CustomerSearch',
Value => {
ShowCustomerTickets => $ConfigObject->Get('Ticket::Frontend::ShowCustomerTickets'),
},
);
# build string
$Param{OptionStrg} = $LayoutObject->BuildSelection(
Data => $Param{Users},
SelectedID => $Param{UserSelected},
Translation => 0,
PossibleNone => 1,
Name => 'NewUserID',
Class => 'Modernize',
);
my $Config = $Kernel::OM->Get('Kernel::Config')->Get("Ticket::Frontend::$Self->{Action}");
# build next states string
$Param{NextStatesStrg} = $LayoutObject->BuildSelection(
Data => $Param{NextStates},
Name => 'NextStateID',
Class => 'Modernize',
Translation => 1,
SelectedValue => $Param{NextState} || $Config->{StateDefault},
);
# build Destination string
my %NewTo;
if ( $Param{FromList} ) {
for my $FromKey ( sort keys %{ $Param{FromList} } ) {
$NewTo{"$FromKey||$Param{FromList}->{$FromKey}"} = $Param{FromList}->{$FromKey};
}
}
if ( !$Param{FromSelected} ) {
my $UserDefaultQueue = $ConfigObject->Get('Ticket::Frontend::UserDefaultQueue') || '';
if ($UserDefaultQueue) {
my $QueueID = $Kernel::OM->Get('Kernel::System::Queue')->QueueLookup( Queue => $UserDefaultQueue );
if ($QueueID) {
$Param{FromSelected} = "$QueueID||$UserDefaultQueue";
}
}
}
if ( $ConfigObject->Get('Ticket::Frontend::NewQueueSelectionType') eq 'Queue' ) {
$Param{FromStrg} = $LayoutObject->AgentQueueListOption(
Data => \%NewTo,
Multiple => 0,
Size => 0,
Class => 'Validate_Required Modernize ' . ( $Param{Errors}->{DestinationInvalid} || ' ' ),
Name => 'Dest',
TreeView => $TreeView,
SelectedID => $Param{FromSelected},
OnChangeSubmit => 0,
);
}
else {
$Param{FromStrg} = $LayoutObject->BuildSelection(
Data => \%NewTo,
Class => 'Validate_Required Modernize ' . ( $Param{Errors}->{DestinationInvalid} || ' ' ),
Name => 'Dest',
TreeView => $TreeView,
SelectedID => $Param{FromSelected},
);
}
# customer info string
if ( $ConfigObject->Get('Ticket::Frontend::CustomerInfoCompose') ) {
$Param{CustomerTable} = $LayoutObject->AgentCustomerViewTable(
Data => $Param{CustomerData},
Max => $ConfigObject->Get('Ticket::Frontend::CustomerInfoComposeMaxSize'),
);
$LayoutObject->Block(
Name => 'CustomerTable',
Data => \%Param,
);
}
# prepare errors!
if ( $Param{Errors} ) {
for my $ErrorKey ( sort keys %{ $Param{Errors} } ) {
$Param{$ErrorKey} = $LayoutObject->Ascii2Html( Text => $Param{Errors}->{$ErrorKey} );
}
}
# From external
my $ShowErrors = 1;
if (
defined $Param{FromExternalCustomer}
&&
defined $Param{FromExternalCustomer}->{Email} &&
defined $Param{FromExternalCustomer}->{Customer}
)
{
$ShowErrors = 0;
$LayoutObject->Block(
Name => 'FromExternalCustomer',
Data => $Param{FromExternalCustomer},
);
$LayoutObject->AddJSData(
Key => 'DataEmail',
Value => $Param{FromExternalCustomer}->{Email},
);
$LayoutObject->AddJSData(
Key => 'DataCustomer',
Value => $Param{FromExternalCustomer}->{Customer},
);
}
# Cc
my $CustomerCounterCc = 0;
if ( $Param{MultipleCustomerCc} ) {
for my $Item ( @{ $Param{MultipleCustomerCc} } ) {
if ( !$ShowErrors ) {
# set empty values for errors
$Item->{CustomerError} = '';
$Item->{CustomerDisabled} = '';
$Item->{CustomerErrorMsg} = 'CustomerGenericServerErrorMsg';
}
$LayoutObject->Block(
Name => 'CcMultipleCustomer',
Data => $Item,
);
$LayoutObject->Block(
Name => 'Cc' . $Item->{CustomerErrorMsg},
Data => $Item,
);
if ( $Item->{CustomerError} ) {
$LayoutObject->Block(
Name => 'CcCustomerErrorExplantion',
);
}
$CustomerCounterCc++;
}
}
if ( !$CustomerCounterCc ) {
$Param{CcCustomerHiddenContainer} = 'Hidden';
}
# set customer counter
$LayoutObject->Block(
Name => 'CcMultipleCustomerCounter',
Data => {
CustomerCounter => $CustomerCounterCc++,
},
);
# Bcc
my $CustomerCounterBcc = 0;
if ( $Param{MultipleCustomerBcc} ) {
for my $Item ( @{ $Param{MultipleCustomerBcc} } ) {
if ( !$ShowErrors ) {
# set empty values for errors
$Item->{CustomerError} = '';
$Item->{CustomerDisabled} = '';
$Item->{CustomerErrorMsg} = 'CustomerGenericServerErrorMsg';
}
$LayoutObject->Block(
Name => 'BccMultipleCustomer',
Data => $Item,
);
$LayoutObject->Block(
Name => 'Bcc' . $Item->{CustomerErrorMsg},
Data => $Item,
);
if ( $Item->{CustomerError} ) {
$LayoutObject->Block(
Name => 'BccCustomerErrorExplantion',
);
}
$CustomerCounterBcc++;
}
}
if ( !$CustomerCounterBcc ) {
$Param{BccCustomerHiddenContainer} = 'Hidden';
}
# set customer counter
$LayoutObject->Block(
Name => 'BccMultipleCustomerCounter',
Data => {
CustomerCounter => $CustomerCounterBcc++,
},
);
# To
my $CustomerCounter = 0;
if ( $Param{MultipleCustomer} ) {
for my $Item ( @{ $Param{MultipleCustomer} } ) {
if ( !$ShowErrors ) {
# set empty values for errors
$Item->{CustomerError} = '';
$Item->{CustomerDisabled} = '';
$Item->{CustomerErrorMsg} = 'CustomerGenericServerErrorMsg';
}
$LayoutObject->Block(
Name => 'MultipleCustomer',
Data => $Item,
);
$LayoutObject->Block(
Name => $Item->{CustomerErrorMsg},
Data => $Item,
);
if ( $Item->{CustomerError} ) {
$LayoutObject->Block(
Name => 'CustomerErrorExplantion',
);
}
$CustomerCounter++;
}
}
if ( !$CustomerCounter ) {
$Param{CustomerHiddenContainer} = 'Hidden';
}
# set customer counter
$LayoutObject->Block(
Name => 'MultipleCustomerCounter',
Data => {
CustomerCounter => $CustomerCounter++,
},
);
if ( $Param{ToInvalid} && $Param{Errors} && !$Param{Errors}->{ToErrorType} ) {
$LayoutObject->Block(
Name => 'ToServerErrorMsg',
);
}
if ( $Param{Errors}->{ToErrorType} || !$ShowErrors ) {
$Param{ToInvalid} = '';
}
if ( $Param{CcInvalid} && $Param{Errors} && !$Param{Errors}->{CcErrorType} ) {
$LayoutObject->Block(
Name => 'CcServerErrorMsg',
);
}
if ( $Param{Errors}->{CcErrorType} || !$ShowErrors ) {
$Param{CcInvalid} = '';
}
if ( $Param{BccInvalid} && $Param{Errors} && !$Param{Errors}->{BccErrorType} ) {
$LayoutObject->Block(
Name => 'BccServerErrorMsg',
);
}
if ( $Param{Errors}->{BccErrorType} || !$ShowErrors ) {
$Param{BccInvalid} = '';
}
my $DynamicFieldNames = $Self->_GetFieldsToUpdate(
OnlyDynamicFields => 1
);
$LayoutObject->AddJSData(
Key => 'DynamicFieldNames',
Value => $DynamicFieldNames,
);
# build type string
if ( $ConfigObject->Get('Ticket::Type') ) {
$Param{TypeStrg} = $LayoutObject->BuildSelection(
Data => $Param{Types},
Name => 'TypeID',
Class => 'Validate_Required Modernize ' . ( $Param{Errors}->{TypeInvalid} || ' ' ),
SelectedID => $Param{TypeID},
PossibleNone => 1,
Sort => 'AlphanumericValue',
Translation => 0,
);
$LayoutObject->Block(
Name => 'TicketType',
Data => {%Param},
);
}
# build service string
if ( $ConfigObject->Get('Ticket::Service') ) {
$Param{ServiceStrg} = $LayoutObject->BuildSelection(
Data => $Param{Services},
Name => 'ServiceID',
Class => 'Modernize '
. ( $Config->{ServiceMandatory} ? 'Validate_Required ' : '' )
. ( $Param{Errors}->{ServiceInvalid} || '' ),
SelectedID => $Param{ServiceID},
PossibleNone => 1,
TreeView => $TreeView,
Sort => 'TreeView',
Translation => 0,
Max => 200,
);
$LayoutObject->Block(
Name => 'TicketService',
Data => {
ServiceMandatory => $Config->{ServiceMandatory} || 0,
%Param,
},
);
$Param{SLAStrg} = $LayoutObject->BuildSelection(
Data => $Param{SLAs},
Name => 'SLAID',
SelectedID => $Param{SLAID},
Class => 'Modernize '
. ( $Config->{SLAMandatory} ? 'Validate_Required ' : '' )
. ( $Param{Errors}->{SLAInvalid} || '' ),
PossibleNone => 1,
Sort => 'AlphanumericValue',
Translation => 0,
Max => 200,
);
$LayoutObject->Block(
Name => 'TicketSLA',
Data => {
SLAMandatory => $Config->{SLAMandatory} || 0,
%Param,
},
);
}
# check if exists create templates regardless the queue
my %StandardTemplates = $Kernel::OM->Get('Kernel::System::StandardTemplate')->StandardTemplateList(
Valid => 1,
Type => 'Create',
);
# build text template string
if ( IsHashRefWithData( \%StandardTemplates ) ) {
$Param{StandardTemplateStrg} = $LayoutObject->BuildSelection(
Data => $Param{StandardTemplates} || {},
Name => 'StandardTemplateID',
SelectedID => $Param{StandardTemplateID} || '',
Class => 'Modernize',
PossibleNone => 1,
Sort => 'AlphanumericValue',
Translation => 1,
Max => 200,
);
$LayoutObject->Block(
Name => 'StandardTemplate',
Data => {%Param},
);
}
# build priority string
if ( !$Param{PriorityID} ) {
$Param{Priority} = $Config->{Priority};
}
$Param{PriorityStrg} = $LayoutObject->BuildSelection(
Data => $Param{Priorities},
Name => 'PriorityID',
SelectedID => $Param{PriorityID},
Class => 'Modernize',
SelectedValue => $Param{Priority},
Translation => 1,
);
# pending data string
$Param{PendingDateString} = $LayoutObject->BuildDateSelection(
%Param,
Format => 'DateInputFormatLong',
YearPeriodPast => 0,
YearPeriodFuture => 5,
DiffTime => $ConfigObject->Get('Ticket::Frontend::PendingDiffTime') || 0,
Class => $Param{Errors}->{DateInvalid} || ' ',
Validate => 1,
ValidateDateInFuture => 1,
);
# show owner selection
if ( $ConfigObject->Get('Ticket::Frontend::NewOwnerSelection') ) {
$LayoutObject->Block(
Name => 'OwnerSelection',
Data => \%Param,
);
}
# show responsible selection
if (
$ConfigObject->Get('Ticket::Responsible')
&& $ConfigObject->Get('Ticket::Frontend::NewResponsibleSelection')
)
{
$Param{ResponsibleUsers}->{''} = '-';
$Param{ResponsibleOptionStrg} = $LayoutObject->BuildSelection(
Data => $Param{ResponsibleUsers},
SelectedID => $Param{ResponsibleUserSelected},
Name => 'NewResponsibleID',
Class => 'Modernize',
);
$LayoutObject->Block(
Name => 'ResponsibleSelection',
Data => \%Param,
);
}
# Dynamic fields
# cycle through the activated Dynamic Fields for this screen
DYNAMICFIELD:
for my $DynamicFieldConfig ( @{ $Self->{DynamicField} } ) {
next DYNAMICFIELD if !IsHashRefWithData($DynamicFieldConfig);
# skip fields that HTML could not be retrieved
next DYNAMICFIELD if !IsHashRefWithData(
$Param{DynamicFieldHTML}->{ $DynamicFieldConfig->{Name} }
);
# get the html strings form $Param
my $DynamicFieldHTML = $Param{DynamicFieldHTML}->{ $DynamicFieldConfig->{Name} };
$LayoutObject->Block(
Name => 'DynamicField',
Data => {
Name => $DynamicFieldConfig->{Name},
Label => $DynamicFieldHTML->{Label},
Field => $DynamicFieldHTML->{Field},
},
);
# example of dynamic fields order customization
$LayoutObject->Block(
Name => 'DynamicField_' . $DynamicFieldConfig->{Name},
Data => {
Name => $DynamicFieldConfig->{Name},
Label => $DynamicFieldHTML->{Label},
Field => $DynamicFieldHTML->{Field},
},
);
}
# show time accounting box
if ( $ConfigObject->Get('Ticket::Frontend::AccountTime') ) {
if ( $ConfigObject->Get('Ticket::Frontend::NeedAccountedTime') ) {
$LayoutObject->Block(
Name => 'TimeUnitsLabelMandatory',
Data => \%Param,
);
}
else {
$LayoutObject->Block(
Name => 'TimeUnitsLabel',
Data => \%Param,
);
}
$LayoutObject->Block(
Name => 'TimeUnits',
Data => \%Param,
);
}
# Show the customer user address book if the module is registered and java script support is available.
if (
$ConfigObject->Get('Frontend::Module')->{AgentCustomerUserAddressBook}
&& $LayoutObject->{BrowserJavaScriptSupport}
)
{
$Param{OptionCustomerUserAddressBook} = 1;
}
# show customer edit link
my $OptionCustomer = $LayoutObject->Permission(
Action => 'AdminCustomerUser',
Type => 'rw',
);
my $ShownOptionsBlock;
if ($OptionCustomer) {
# check if need to call Options block
if ( !$ShownOptionsBlock ) {
$LayoutObject->Block(
Name => 'TicketOptions',
Data => {
%Param,
},
);
# set flag to "true" in order to prevent calling the Options block again
$ShownOptionsBlock = 1;
}
$LayoutObject->Block(
Name => 'OptionCustomer',
Data => {
%Param,
},
);
}
# ---
# ITSMIncidentProblemManagement
# ---
# make sure to show the options block so that the "Link Ticket" option is shown
# even if spellchecker, address book and OptionCustomer is turned off
if ( $Self->{ITSMIncidentProblemManagement} && !$ShownOptionsBlock ) {
$LayoutObject->Block(
Name => 'TicketOptions',
Data => {
%Param,
},
);
# set flag to "true" in order to prevent calling the Options block again
$ShownOptionsBlock = 1;
}
# ---
# show attachments
ATTACHMENT:
for my $Attachment ( @{ $Param{Attachments} } ) {
if (
$Attachment->{ContentID}
&& $LayoutObject->{BrowserRichText}
&& ( $Attachment->{ContentType} =~ /image/i )
&& ( $Attachment->{Disposition} eq 'inline' )
)
{
next ATTACHMENT;
}
push @{ $Param{AttachmentList} }, $Attachment;
}
# add rich text editor
if ( $LayoutObject->{BrowserRichText} ) {
# use height/width defined for this screen
$Param{RichTextHeight} = $Config->{RichTextHeight} || 0;
$Param{RichTextWidth} = $Config->{RichTextWidth} || 0;
# set up rich text editor
$LayoutObject->SetRichTextParameters(
Data => \%Param,
);
}
# get output back
return $LayoutObject->Output(
TemplateFile => 'AgentTicketEmail',
Data => \%Param
);
}
sub _GetFieldsToUpdate {
my ( $Self, %Param ) = @_;
my @UpdatableFields;
# set the fields that can be updateable via AJAXUpdate
if ( !$Param{OnlyDynamicFields} ) {
@UpdatableFields = qw(
TypeID Dest NextStateID PriorityID ServiceID SLAID SignKeyID CryptKeyID To Cc Bcc
StandardTemplateID
);
}
# cycle through the activated Dynamic Fields for this screen
DYNAMICFIELD:
for my $DynamicFieldConfig ( @{ $Self->{DynamicField} } ) {
next DYNAMICFIELD if !IsHashRefWithData($DynamicFieldConfig);
my $IsACLReducible = $Kernel::OM->Get('Kernel::System::DynamicField::Backend')->HasBehavior(
DynamicFieldConfig => $DynamicFieldConfig,
Behavior => 'IsACLReducible',
);
next DYNAMICFIELD if !$IsACLReducible;
push @UpdatableFields, 'DynamicField_' . $DynamicFieldConfig->{Name};
}
return \@UpdatableFields;
}
1;
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