502 lines
17 KiB
Perl
502 lines
17 KiB
Perl
# --
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# Copyright (C) 2001-2019 OTRS AG, https://otrs.com/
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# --
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# This software comes with ABSOLUTELY NO WARRANTY. For details, see
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# the enclosed file COPYING for license information (GPL). If you
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# did not receive this file, see https://www.gnu.org/licenses/gpl-3.0.txt.
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# --
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package Kernel::Modules::AgentTicketMerge;
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use strict;
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use warnings;
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use Kernel::System::VariableCheck qw(:all);
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use Kernel::Language qw(Translatable);
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use Mail::Address;
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our $ObjectManagerDisabled = 1;
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sub new {
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my ( $Type, %Param ) = @_;
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my $Self = {%Param};
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bless( $Self, $Type );
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return $Self;
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}
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sub Run {
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my ( $Self, %Param ) = @_;
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my $Output;
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my %Error;
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my %GetParam;
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my $LayoutObject = $Kernel::OM->Get('Kernel::Output::HTML::Layout');
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if ( !$Self->{TicketID} ) {
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return $LayoutObject->ErrorScreen(
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Message => Translatable('No TicketID is given!'),
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Comment => Translatable('Please contact the administrator.'),
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);
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}
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my $ConfigObject = $Kernel::OM->Get('Kernel::Config');
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my $TicketObject = $Kernel::OM->Get('Kernel::System::Ticket');
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# get config param
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my $Config = $ConfigObject->Get("Ticket::Frontend::$Self->{Action}");
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# check permissions
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my $Access = $TicketObject->TicketPermission(
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Type => $Config->{Permission},
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TicketID => $Self->{TicketID},
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UserID => $Self->{UserID}
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);
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# error screen, don't show ticket
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if ( !$Access ) {
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return $LayoutObject->NoPermission( WithHeader => 'yes' );
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}
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# get ACL restrictions
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my %PossibleActions = ( 1 => $Self->{Action} );
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my $ACL = $TicketObject->TicketAcl(
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Data => \%PossibleActions,
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Action => $Self->{Action},
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TicketID => $Self->{TicketID},
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ReturnType => 'Action',
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ReturnSubType => '-',
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UserID => $Self->{UserID},
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);
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my %AclAction = $TicketObject->TicketAclActionData();
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# check if ACL restrictions exist
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if ( $ACL || IsHashRefWithData( \%AclAction ) ) {
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my %AclActionLookup = reverse %AclAction;
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# show error screen if ACL prohibits this action
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if ( !$AclActionLookup{ $Self->{Action} } ) {
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return $LayoutObject->NoPermission( WithHeader => 'yes' );
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}
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}
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# get ticket data
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my %Ticket = $TicketObject->TicketGet( TicketID => $Self->{TicketID} );
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# get lock state && write (lock) permissions
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if ( $Config->{RequiredLock} ) {
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if ( !$TicketObject->TicketLockGet( TicketID => $Self->{TicketID} ) ) {
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my $Lock = $TicketObject->TicketLockSet(
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TicketID => $Self->{TicketID},
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Lock => 'lock',
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UserID => $Self->{UserID}
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);
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# Set new owner if ticket owner is different then logged user.
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if ( $Lock && ( $Ticket{OwnerID} != $Self->{UserID} ) ) {
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# Remember previous owner, which will be used to restore ticket owner on undo action.
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$Param{PreviousOwner} = $Ticket{OwnerID};
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my $Success = $TicketObject->TicketOwnerSet(
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TicketID => $Self->{TicketID},
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UserID => $Self->{UserID},
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NewUserID => $Self->{UserID},
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);
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# Show lock state.
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if ($Success) {
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$LayoutObject->Block(
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Name => 'PropertiesLock',
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Data => {
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%Param,
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TicketID => $Self->{TicketID}
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},
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);
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}
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}
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}
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else {
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my $AccessOk = $TicketObject->OwnerCheck(
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TicketID => $Self->{TicketID},
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OwnerID => $Self->{UserID},
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);
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if ( !$AccessOk ) {
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my $Output = $LayoutObject->Header(
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Value => $Ticket{Number},
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Type => 'Small',
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BodyClass => 'Popup',
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);
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$Output .= $LayoutObject->Warning(
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Message => Translatable('Sorry, you need to be the ticket owner to perform this action.'),
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Comment => Translatable('Please change the owner first.'),
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);
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$Output .= $LayoutObject->Footer(
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Type => 'Small',
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);
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return $Output;
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}
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# show back link
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$LayoutObject->Block(
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Name => 'TicketBack',
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Data => { %Param, TicketID => $Self->{TicketID} },
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);
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}
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}
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else {
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# show back link
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$LayoutObject->Block(
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Name => 'TicketBack',
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Data => { %Param, TicketID => $Self->{TicketID} },
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);
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}
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# merge action
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if ( $Self->{Subaction} eq 'Merge' ) {
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# challenge token check for write action
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$LayoutObject->ChallengeTokenCheck();
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# get all parameters
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for my $Parameter (qw( From To Subject Body InformSender MainTicketNumber )) {
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$GetParam{$Parameter} = $Kernel::OM->Get('Kernel::System::Web::Request')->GetParam( Param => $Parameter )
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|| '';
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}
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# rewrap body if no rich text is used
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if ( $GetParam{Body} && !$LayoutObject->{BrowserRichText} ) {
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$GetParam{Body} = $LayoutObject->WrapPlainText(
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MaxCharacters => $ConfigObject->Get('Ticket::Frontend::TextAreaNote'),
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PlainText => $GetParam{Body},
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);
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}
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# get check item object
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my $CheckItemObject = $Kernel::OM->Get('Kernel::System::CheckItem');
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# removing blank spaces from the ticket number
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$CheckItemObject->StringClean(
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StringRef => \$GetParam{'MainTicketNumber'},
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TrimLeft => 1,
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TrimRight => 1,
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);
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# check some stuff
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my $MainTicketID = $TicketObject->TicketIDLookup(
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TicketNumber => $GetParam{'MainTicketNumber'},
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);
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# check if source and target TicketID are the same (bug#8667)
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if ( $MainTicketID && $MainTicketID == $Self->{TicketID} ) {
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$LayoutObject->FatalError(
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Message => Translatable('Can\'t merge ticket with itself!'),
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);
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}
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# check for errors
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if ( !$MainTicketID ) {
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$Error{'MainTicketNumberInvalid'} = 'ServerError';
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}
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if ( $GetParam{InformSender} ) {
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for my $Parameter (qw( To Subject Body )) {
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if ( !$GetParam{$Parameter} ) {
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$Error{ $Parameter . 'Invalid' } = 'ServerError';
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}
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}
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# check forward email address(es)
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if ( $GetParam{To} ) {
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for my $Email ( Mail::Address->parse( $GetParam{To} ) ) {
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my $Address = $Email->address();
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if (
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$Kernel::OM->Get('Kernel::System::SystemAddress')
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->SystemAddressIsLocalAddress( Address => $Address )
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)
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{
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$LayoutObject->Block( Name => 'ToCustomerGenericServerErrorMsg' );
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$Error{'ToInvalid'} = 'ServerError';
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}
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# check email address
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elsif ( !$CheckItemObject->CheckEmail( Address => $Address ) ) {
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my $ToErrorMsg =
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'To'
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. $CheckItemObject->CheckErrorType()
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. 'ServerErrorMsg';
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$LayoutObject->Block( Name => $ToErrorMsg );
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$Error{'ToInvalid'} = 'ServerError';
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}
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}
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}
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else {
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$LayoutObject->Block( Name => 'ToCustomerGenericServerErrorMsg' );
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}
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}
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if (%Error) {
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my $Output = $LayoutObject->Header(
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Type => 'Small',
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BodyClass => 'Popup',
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);
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# add rich text editor
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if ( $LayoutObject->{BrowserRichText} ) {
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# use height/width defined for this screen
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$Param{RichTextHeight} = $Config->{RichTextHeight} || 0;
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$Param{RichTextWidth} = $Config->{RichTextWidth} || 0;
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# set up rich text editor
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$LayoutObject->SetRichTextParameters(
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Data => \%Param,
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);
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}
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$Param{InformSenderChecked} = $GetParam{InformSender} ? 'checked="checked"' : '';
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$Output .= $LayoutObject->Output(
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TemplateFile => 'AgentTicketMerge',
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Data => { %Param, %GetParam, %Ticket, %Error },
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);
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$Output .= $LayoutObject->Footer(
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Type => 'Small',
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);
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return $Output;
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}
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# challenge token check for write action
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$LayoutObject->ChallengeTokenCheck();
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# check permissions
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my $Access = $TicketObject->TicketPermission(
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Type => $Config->{Permission},
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TicketID => $MainTicketID,
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UserID => $Self->{UserID},
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);
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# error screen, don't show ticket
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if ( !$Access ) {
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return $LayoutObject->NoPermission( WithHeader => 'yes' );
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}
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my $TicketMergeResult = $TicketObject->TicketMerge(
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MainTicketID => $MainTicketID,
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MergeTicketID => $Self->{TicketID},
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UserID => $Self->{UserID},
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);
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# check errors
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if (
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$Self->{TicketID} == $MainTicketID
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|| !$TicketMergeResult
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|| $TicketMergeResult eq 'NoValidMergeStates'
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)
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{
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my $Output = $LayoutObject->Header(
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Type => 'Small',
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BodyClass => 'Popup',
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);
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if ( $TicketMergeResult eq 'NoValidMergeStates' ) {
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$Output .= $LayoutObject->Notify(
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Priority => 'Error',
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Info => 'No merge state found! Please add a valid merge state before merge action.',
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);
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}
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# add rich text editor
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if ( $LayoutObject->{BrowserRichText} ) {
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# use height/width defined for this screen
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$Param{RichTextHeight} = $Config->{RichTextHeight} || 0;
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$Param{RichTextWidth} = $Config->{RichTextWidth} || 0;
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# set up rich text editor
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$LayoutObject->SetRichTextParameters(
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Data => \%Param,
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);
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}
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$Output .= $LayoutObject->Output(
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TemplateFile => 'AgentTicketMerge',
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Data => { %Param, %Ticket },
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);
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$Output .= $LayoutObject->Footer(
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Type => 'Small',
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);
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return $Output;
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}
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else {
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# send customer info?
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if ( $GetParam{InformSender} ) {
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my $MimeType = 'text/plain';
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if ( $LayoutObject->{BrowserRichText} ) {
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$MimeType = 'text/html';
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# verify html document
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$GetParam{Body} = $LayoutObject->RichTextDocumentComplete(
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String => $GetParam{Body},
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);
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}
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my %Ticket = $TicketObject->TicketGet( TicketID => $Self->{TicketID} );
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$GetParam{Body} =~ s/(<|<)OTRS_TICKET(>|>)/$Ticket{TicketNumber}/g;
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$GetParam{Body}
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=~ s/(<|<)OTRS_MERGE_TO_TICKET(>|>)/$GetParam{'MainTicketNumber'}/g;
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my $EmailArticleBackendObject = $Kernel::OM->Get('Kernel::System::Ticket::Article')->BackendForChannel(
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ChannelName => 'Email',
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);
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my $ArticleID = $EmailArticleBackendObject->ArticleSend(
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TicketID => $Self->{TicketID},
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SenderType => 'agent',
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IsVisibleForCustomer => 1,
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HistoryType => 'SendAnswer',
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HistoryComment => "Merge info to '$GetParam{To}'.",
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From => $GetParam{From},
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Email => $GetParam{Email},
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To => $GetParam{To},
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Subject => $GetParam{Subject},
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UserID => $Self->{UserID},
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Body => $GetParam{Body},
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Charset => $LayoutObject->{UserCharset},
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MimeType => $MimeType,
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);
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if ( !$ArticleID ) {
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# error page
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return $LayoutObject->ErrorScreen();
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}
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}
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# redirect to merged ticket
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return $LayoutObject->PopupClose(
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URL => "Action=AgentTicketZoom;TicketID=$MainTicketID",
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);
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}
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}
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else {
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my $ArticleObject = $Kernel::OM->Get('Kernel::System::Ticket::Article');
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# Get last customer article.
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my @Articles = $ArticleObject->ArticleList(
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TicketID => $Self->{TicketID},
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SenderType => 'customer',
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OnlyLast => 1,
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);
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# If the ticket has no customer article, get the last agent article.
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if ( !@Articles ) {
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@Articles = $ArticleObject->ArticleList(
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TicketID => $Self->{TicketID},
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SenderType => 'agent',
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OnlyLast => 1,
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);
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}
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# Finally, if everything failed, get latest article.
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if ( !@Articles ) {
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@Articles = $ArticleObject->ArticleList(
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TicketID => $Self->{TicketID},
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OnlyLast => 1,
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);
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}
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my %Article;
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for my $Article (@Articles) {
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%Article = $ArticleObject->BackendForArticle( %{$Article} )->ArticleGet(
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%{$Article},
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DynamicFields => 1,
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);
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}
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# merge box
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my $Output = $LayoutObject->Header(
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Value => $Ticket{TicketNumber},
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Type => 'Small',
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BodyClass => 'Popup',
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);
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# prepare salutation
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my $TemplateGenerator = $Kernel::OM->Get('Kernel::System::TemplateGenerator');
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my $Salutation = $TemplateGenerator->Salutation(
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TicketID => $Self->{TicketID},
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ArticleID => $Article{ArticleID},
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Data => {%Article},
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UserID => $Self->{UserID},
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);
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# prepare signature
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my $Signature = $TemplateGenerator->Signature(
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TicketID => $Self->{TicketID},
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ArticleID => $Article{ArticleID},
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Data => {%Article},
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UserID => $Self->{UserID},
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);
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# prepare subject ...
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$Article{Subject} = $TicketObject->TicketSubjectBuild(
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TicketNumber => $Ticket{TicketNumber},
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Subject => $Article{Subject} || '',
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);
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# prepare from ...
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$Article{To} = $Article{From};
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my %Address = $Kernel::OM->Get('Kernel::System::Queue')->GetSystemAddress( QueueID => $Ticket{QueueID} );
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$Article{From} = "$Address{RealName} <$Address{Email}>";
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# add salutation and signature to body
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if ( $LayoutObject->{BrowserRichText} ) {
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my $Body = $LayoutObject->Ascii2RichText(
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String => $ConfigObject->Get('Ticket::Frontend::MergeText'),
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);
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$Article{Body} = $Salutation
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. '<br/><br/>'
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. $Body
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. '<br/><br/>'
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. $Signature;
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}
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else {
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$Article{Body} = $Salutation
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. "\n\n"
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. $ConfigObject->Get('Ticket::Frontend::MergeText')
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. "\n\n"
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. $Signature;
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}
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# add rich text editor
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if ( $LayoutObject->{BrowserRichText} ) {
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# use height/width defined for this screen
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$Param{RichTextHeight} = $Config->{RichTextHeight} || 0;
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$Param{RichTextWidth} = $Config->{RichTextWidth} || 0;
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# set up rich text editor
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$LayoutObject->SetRichTextParameters(
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Data => \%Param,
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);
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}
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$Output .= $LayoutObject->Output(
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TemplateFile => 'AgentTicketMerge',
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Data => { %Param, %Ticket, %Article, }
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);
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$Output .= $LayoutObject->Footer(
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Type => 'Small',
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);
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return $Output;
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}
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}
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1;
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