418 lines
14 KiB
Perl
418 lines
14 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::AgentTicketEscalationView;
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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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our $ObjectManagerDisabled = 1;
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sub new {
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my ( $Type, %Param ) = @_;
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# allocate new hash for object
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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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# get session object
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my $SessionObject = $Kernel::OM->Get('Kernel::System::AuthSession');
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# store last queue screen
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$SessionObject->UpdateSessionID(
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SessionID => $Self->{SessionID},
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Key => 'LastScreenOverview',
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Value => $Self->{RequestedURL},
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);
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# store last screen
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$SessionObject->UpdateSessionID(
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SessionID => $Self->{SessionID},
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Key => 'LastScreenView',
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Value => $Self->{RequestedURL},
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);
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# get user object
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my $UserObject = $Kernel::OM->Get('Kernel::System::User');
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# get filters stored in the user preferences
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my %Preferences = $UserObject->GetPreferences(
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UserID => $Self->{UserID},
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);
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my $StoredFiltersKey = 'UserStoredFilterColumns-' . $Self->{Action};
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my $JSONObject = $Kernel::OM->Get('Kernel::System::JSON');
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my $StoredFilters = $JSONObject->Decode(
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Data => $Preferences{$StoredFiltersKey},
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);
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# get param object
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my $ParamObject = $Kernel::OM->Get('Kernel::System::Web::Request');
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# delete stored filters if needed
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if ( $ParamObject->GetParam( Param => 'DeleteFilters' ) ) {
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$StoredFilters = {};
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}
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# get the column filters from the web request or user preferences
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my %ColumnFilter;
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my %GetColumnFilter;
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COLUMNNAME:
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for my $ColumnName (
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qw(Owner Responsible State Queue Priority Type Lock Service SLA CustomerID CustomerUserID)
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)
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{
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# get column filter from web request
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my $FilterValue = $ParamObject->GetParam( Param => 'ColumnFilter' . $ColumnName )
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|| '';
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# if filter is not present in the web request, try with the user preferences
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if ( $FilterValue eq '' ) {
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if ( $ColumnName eq 'CustomerID' ) {
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$FilterValue = $StoredFilters->{$ColumnName}->[0] || '';
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}
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elsif ( $ColumnName eq 'CustomerUserID' ) {
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$FilterValue = $StoredFilters->{CustomerUserLogin}->[0] || '';
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}
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else {
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$FilterValue = $StoredFilters->{ $ColumnName . 'IDs' }->[0] || '';
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}
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}
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next COLUMNNAME if $FilterValue eq '';
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next COLUMNNAME if $FilterValue eq 'DeleteFilter';
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if ( $ColumnName eq 'CustomerID' ) {
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push @{ $ColumnFilter{$ColumnName} }, $FilterValue;
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push @{ $ColumnFilter{ $ColumnName . 'Raw' } }, $FilterValue;
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$GetColumnFilter{$ColumnName} = $FilterValue;
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}
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elsif ( $ColumnName eq 'CustomerUserID' ) {
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push @{ $ColumnFilter{CustomerUserLogin} }, $FilterValue;
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push @{ $ColumnFilter{CustomerUserLoginRaw} }, $FilterValue;
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$GetColumnFilter{$ColumnName} = $FilterValue;
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}
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else {
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push @{ $ColumnFilter{ $ColumnName . 'IDs' } }, $FilterValue;
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$GetColumnFilter{$ColumnName} = $FilterValue;
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}
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}
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# get all dynamic fields
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$Self->{DynamicField} = $Kernel::OM->Get('Kernel::System::DynamicField')->DynamicFieldListGet(
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Valid => 1,
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ObjectType => ['Ticket'],
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);
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DYNAMICFIELD:
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for my $DynamicFieldConfig ( @{ $Self->{DynamicField} } ) {
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next DYNAMICFIELD if !IsHashRefWithData($DynamicFieldConfig);
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next DYNAMICFIELD if !$DynamicFieldConfig->{Name};
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# get filter from web request
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my $FilterValue = $ParamObject->GetParam(
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Param => 'ColumnFilterDynamicField_' . $DynamicFieldConfig->{Name}
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);
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# if no filter from web request, try from user preferences
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if ( !defined $FilterValue || $FilterValue eq '' ) {
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$FilterValue = $StoredFilters->{ 'DynamicField_' . $DynamicFieldConfig->{Name} }->{Equals};
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}
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next DYNAMICFIELD if !defined $FilterValue;
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next DYNAMICFIELD if $FilterValue eq '';
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next DYNAMICFIELD if $FilterValue eq 'DeleteFilter';
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$ColumnFilter{ 'DynamicField_' . $DynamicFieldConfig->{Name} } = {
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Equals => $FilterValue,
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};
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$GetColumnFilter{ 'DynamicField_' . $DynamicFieldConfig->{Name} } = $FilterValue;
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}
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# starting with page ...
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my $Refresh = '';
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if ( $Self->{UserRefreshTime} ) {
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$Refresh = 60 * $Self->{UserRefreshTime};
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}
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# get layout object
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my $LayoutObject = $Kernel::OM->Get('Kernel::Output::HTML::Layout');
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my $Output;
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if ( $Self->{Subaction} ne 'AJAXFilterUpdate' ) {
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$Output = $LayoutObject->Header(
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Refresh => $Refresh,
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);
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$Output .= $LayoutObject->NavigationBar();
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}
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# Notify if there are tickets which are not updated.
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$Output .= $LayoutObject->NotifyNonUpdatedTickets() // '';
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my $CreateEndOfDayDateTimeObject = sub {
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my %Param = @_;
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my $DateTimeObject = $Kernel::OM->Create('Kernel::System::DateTime');
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if ( $Param{AddDays} ) {
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$DateTimeObject->Add( Days => $Param{AddDays} );
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}
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$DateTimeObject->Set(
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Hour => 23,
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Minute => 59,
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Second => 59
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);
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return $DateTimeObject;
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};
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my $NextWeekDateTimeObject = $CreateEndOfDayDateTimeObject->( AddDays => 7 );
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my $TomorrowDateTimeObject = $CreateEndOfDayDateTimeObject->( AddDays => 1 );
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my $TodayDateTimeObject = $CreateEndOfDayDateTimeObject->();
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# get config object
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my $ConfigObject = $Kernel::OM->Get('Kernel::Config');
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my $Config = $ConfigObject->Get("Ticket::Frontend::$Self->{Action}");
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# get params
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my $SortBy = $ParamObject->GetParam( Param => 'SortBy' )
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|| $Config->{'SortBy::Default'}
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|| 'EscalationTime';
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my $OrderBy = $ParamObject->GetParam( Param => 'OrderBy' )
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|| $Config->{'Order::Default'}
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|| 'Up';
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my %Filters = (
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Today => {
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Name => Translatable('Today'),
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Prio => 1000,
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Search => {
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TicketEscalationTimeOlderDate => $TodayDateTimeObject->ToString(),
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OrderBy => $OrderBy,
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SortBy => $SortBy,
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UserID => $Self->{UserID},
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Permission => $Config->{'TicketPermission'},
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},
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},
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Tomorrow => {
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Name => Translatable('Tomorrow'),
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Prio => 2000,
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Search => {
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TicketEscalationTimeOlderDate => $TomorrowDateTimeObject->ToString(),
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OrderBy => $OrderBy,
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SortBy => $SortBy,
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UserID => $Self->{UserID},
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Permission => $Config->{'TicketPermission'},
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},
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},
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NextWeek => {
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Name => Translatable('Next week'),
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Prio => 3000,
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Search => {
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TicketEscalationTimeOlderDate => $NextWeekDateTimeObject->ToString(),
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OrderBy => $OrderBy,
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SortBy => $SortBy,
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UserID => $Self->{UserID},
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Permission => $Config->{'TicketPermission'},
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},
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},
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);
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my $Filter = $ParamObject->GetParam( Param => 'Filter' ) || 'Today';
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# check if filter is valid
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if ( !$Filters{$Filter} ) {
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$LayoutObject->FatalError(
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Message => $LayoutObject->{LanguageObject}->Translate( 'Invalid Filter: %s!', $Filter ),
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);
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}
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# do shown tickets lookup
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my $Limit = $ParamObject->GetParam( Param => 'Limit' ) || 2000;
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my $OriginalLimit = 10_000;
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my $ElementChanged = $ParamObject->GetParam( Param => 'ElementChanged' ) || '';
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my $HeaderColumn = $ElementChanged;
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$HeaderColumn =~ s{\A ColumnFilter }{}msxg;
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my @OriginalViewableTickets;
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my @ViewableTickets;
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my $ViewableTicketCount = 0;
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# get ticket object
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my $TicketObject = $Kernel::OM->Get('Kernel::System::Ticket');
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# get ticket values
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if (
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!IsStringWithData($HeaderColumn)
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|| (
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IsStringWithData($HeaderColumn)
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&& (
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$ConfigObject->Get('OnlyValuesOnTicket') ||
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$HeaderColumn eq 'CustomerID' ||
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$HeaderColumn eq 'CustomerUserID'
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)
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)
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)
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{
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@OriginalViewableTickets = $TicketObject->TicketSearch(
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%{ $Filters{$Filter}->{Search} },
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Limit => $OriginalLimit,
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Result => 'ARRAY',
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);
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@ViewableTickets = $TicketObject->TicketSearch(
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%{ $Filters{$Filter}->{Search} },
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%ColumnFilter,
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Result => 'ARRAY',
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Limit => $Limit,
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);
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}
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my $View = $ParamObject->GetParam( Param => 'View' ) || '';
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if ( $Self->{Subaction} eq 'AJAXFilterUpdate' ) {
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my $FilterContent = $LayoutObject->TicketListShow(
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FilterContentOnly => 1,
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HeaderColumn => $HeaderColumn,
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ElementChanged => $ElementChanged,
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OriginalTicketIDs => \@OriginalViewableTickets,
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Action => 'AgentTicketStatusView',
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Env => $Self,
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View => $View,
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EnableColumnFilters => 1,
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);
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if ( !$FilterContent ) {
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$LayoutObject->FatalError(
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Message => $LayoutObject->{LanguageObject}
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->Translate( 'Can\'t get filter content data of %s!', $HeaderColumn ),
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);
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}
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return $LayoutObject->Attachment(
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ContentType => 'application/json; charset=' . $LayoutObject->{Charset},
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Content => $FilterContent,
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Type => 'inline',
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NoCache => 1,
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);
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}
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else {
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# store column filters
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my $StoredFilters = \%ColumnFilter;
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my $StoredFiltersKey = 'UserStoredFilterColumns-' . $Self->{Action};
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$UserObject->SetPreferences(
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UserID => $Self->{UserID},
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Key => $StoredFiltersKey,
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Value => $JSONObject->Encode( Data => $StoredFilters ),
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);
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}
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my %NavBarFilter;
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for my $FilterColumn ( sort keys %Filters ) {
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my @ViewableTickets = $TicketObject->TicketSearch(
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%{ $Filters{$FilterColumn}->{Search} },
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%ColumnFilter,
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Result => 'ARRAY',
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Limit => $Limit,
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);
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$NavBarFilter{ $Filters{$FilterColumn}->{Prio} } = {
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Count => scalar @ViewableTickets,
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Filter => $FilterColumn,
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%{ $Filters{$FilterColumn} },
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};
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}
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my $ColumnFilterLink = '';
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COLUMNNAME:
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for my $ColumnName ( sort keys %GetColumnFilter ) {
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next COLUMNNAME if !$ColumnName;
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next COLUMNNAME if !$GetColumnFilter{$ColumnName};
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$ColumnFilterLink
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.= ';' . $LayoutObject->Ascii2Html( Text => 'ColumnFilter' . $ColumnName )
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. '=' . $LayoutObject->Ascii2Html( Text => $GetColumnFilter{$ColumnName} );
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}
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# show ticket's
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my $LinkPage = 'Filter='
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. $LayoutObject->Ascii2Html( Text => $Filter )
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. ';View=' . $LayoutObject->Ascii2Html( Text => $View )
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. ';SortBy=' . $LayoutObject->Ascii2Html( Text => $SortBy )
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. ';OrderBy=' . $LayoutObject->Ascii2Html( Text => $OrderBy )
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. $ColumnFilterLink
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. ';';
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my $LinkSort = 'Filter='
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. $LayoutObject->Ascii2Html( Text => $Filter )
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. ';View=' . $LayoutObject->Ascii2Html( Text => $View )
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. $ColumnFilterLink
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. ';';
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my $LinkFilter = 'SortBy=' . $LayoutObject->Ascii2Html( Text => $SortBy )
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. ';OrderBy=' . $LayoutObject->Ascii2Html( Text => $OrderBy )
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. ';View=' . $LayoutObject->Ascii2Html( Text => $View )
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. ';';
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my $LastColumnFilter = $ParamObject->GetParam( Param => 'LastColumnFilter' ) || '';
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if ( !$LastColumnFilter && $ColumnFilterLink ) {
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# is planned to have a link to go back here
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$LastColumnFilter = 1;
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}
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$Output .= $LayoutObject->TicketListShow(
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TicketIDs => \@ViewableTickets,
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OriginalTicketIDs => \@OriginalViewableTickets,
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GetColumnFilter => \%GetColumnFilter,
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LastColumnFilter => $LastColumnFilter,
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Action => 'AgentTicketEscalationView',
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RequestedURL => $Self->{RequestedURL},
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Total => scalar @ViewableTickets,
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View => $View,
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Filter => $Filter,
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Filters => \%NavBarFilter,
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LinkFilter => $LinkFilter,
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TitleName => Translatable('Ticket Escalation View'),
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TitleValue => $Filters{$Filter}->{Name},
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Bulk => 1,
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Env => $Self,
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LinkPage => $LinkPage,
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LinkSort => $LinkSort,
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OrderBy => $OrderBy,
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SortBy => $SortBy,
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EnableColumnFilters => 1,
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ColumnFilterForm => {
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Filter => $Filter || '',
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},
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Escalation => 1,
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# do not print the result earlier, but return complete content
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Output => 1,
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);
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$Output .= $LayoutObject->Footer();
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return $Output;
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}
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1;
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