Relaod hat auch nichts gebracht. Hier mal der komplette code:
# --
# Kernel/Modules/AgentTicketZoom.pm - to get a closer view
# Copyright (C) 2001-2012 xxx,
http://otrs.org/
# --
# $Id: AgentTicketZoom.pm,v 1.176 2012/01/27 12:59:40 mb Exp $
# --
# This software comes with ABSOLUTELY NO WARRANTY. For details, see
# the enclosed file COPYING for license information (AGPL). If you
# did not receive this file, see
http://www.gnu.org/licenses/agpl.txt.
# --
package Kernel::Modules::AgentTicketZoom;
use strict;
use warnings;
use Kernel::System::CustomerUser;
use Kernel::System::LinkObject;
use Kernel::System::EmailParser;
use Kernel::System::SystemAddress;
use Kernel::System::DynamicField;
use Kernel::System::DynamicField::Backend;
use Kernel::System::VariableCheck qw(:all);
use vars qw($VERSION);
$VERSION = qw($Revision: 1.176 $) [1];
sub new {
my ( $Type, %Param ) = @_;
# allocate new hash for object
my $Self = {%Param};
bless( $Self, $Type );
# check needed objects
for my $Needed (
qw(ParamObject DBObject TicketObject LayoutObject LogObject QueueObject ConfigObject UserObject SessionObject)
)
{
if ( !$Self->{$Needed} ) {
$Self->{LayoutObject}->FatalError( Message => "Got no $Needed!" );
}
}
# set debug
$Self->{Debug} = 0;
# get params
$Self->{ArticleID} = $Self->{ParamObject}->GetParam( Param => 'ArticleID' );
$Self->{ZoomExpand} = $Self->{ParamObject}->GetParam( Param => 'ZoomExpand' );
$Self->{ZoomExpandSort} = $Self->{ParamObject}->GetParam( Param => 'ZoomExpandSort' );
if ( !defined $Self->{ZoomExpand} ) {
$Self->{ZoomExpand} = $Self->{ConfigObject}->Get('Ticket::Frontend::ZoomExpand');
}
if ( !defined $Self->{ZoomExpandSort} ) {
$Self->{ZoomExpandSort} = $Self->{ConfigObject}->Get('Ticket::Frontend::ZoomExpandSort');
}
$Self->{ArticleFilterActive}
= $Self->{ConfigObject}->Get('Ticket::Frontend::TicketArticleFilter');
# define if rich text should be used
$Self->{RichText}
= $Self->{ConfigObject}->Get('Ticket::Frontend::ZoomRichTextForce')
|| $Self->{LayoutObject}->{BrowserRichText}
|| 0;
# strip html and ascii attachments of content
$Self->{StripPlainBodyAsAttachment} = 1;
# check if rich text is enabled, if not only stip ascii attachments
if ( !$Self->{RichText} ) {
$Self->{StripPlainBodyAsAttachment} = 2;
}
# ticket id lookup
if ( !$Self->{TicketID} && $Self->{ParamObject}->GetParam( Param => 'TicketNumber' ) ) {
$Self->{TicketID} = $Self->{TicketObject}->TicketIDLookup(
TicketNumber => $Self->{ParamObject}->GetParam( Param => 'TicketNumber' ),
UserID => $Self->{UserID},
);
}
$Self->{CustomerUserObject} = Kernel::System::CustomerUser->new(%Param);
$Self->{LinkObject} = Kernel::System::LinkObject->new(%Param);
$Self->{SystemAddress} = Kernel::System::SystemAddress->new(%Param);
$Self->{DynamicFieldObject} = Kernel::System::DynamicField->new(%Param);
$Self->{BackendObject} = Kernel::System::DynamicField::Backend->new(%Param);
# get dynamic field config for frontend module
$Self->{DynamicFieldFilter}
= $Self->{ConfigObject}->Get("Ticket::Frontend::AgentTicketZoom")->{DynamicField};
return $Self;
}
sub Run {
my ( $Self, %Param ) = @_;
# check needed stuff
if ( !$Self->{TicketID} ) {
return $Self->{LayoutObject}->ErrorScreen(
Message => 'No TicketID is given!',
Comment => 'Please contact the admin.',
);
}
# check permissions
my $Access = $Self->{TicketObject}->TicketPermission(
Type => 'ro',
TicketID => $Self->{TicketID},
UserID => $Self->{UserID}
);
# error screen, don't show ticket
if ( !$Access ) {
return $Self->{LayoutObject}->NoPermission( WithHeader => 'yes' );
}
# get ticket attributes
my %Ticket = $Self->{TicketObject}->TicketGet(
TicketID => $Self->{TicketID},
DynamicFields => 1,
);
# get acl actions
$Self->{TicketObject}->TicketAcl(
Data => '-',
Action => $Self->{Action},
TicketID => $Self->{TicketID},
ReturnType => 'Action',
ReturnSubType => '-',
UserID => $Self->{UserID},
);
my %AclAction = $Self->{TicketObject}->TicketAclActionData();
# check if ACL resctictions if exist
if ( IsHashRefWithData( \%AclAction ) ) {
# show error screen if ACL prohibits this action
if ( defined $AclAction{ $Self->{Action} } && $AclAction{ $Self->{Action} } eq '0' ) {
return $Self->{LayoutObject}->NoPermission( WithHeader => 'yes' );
}
}
# get lock state
if ( $Self->{Config}->{RequiredLock} ) {
if ( !$Self->{TicketObject}->TicketLockGet( TicketID => $Self->{TicketID} ) ) {
$Self->{TicketObject}->TicketLockSet(
TicketID => $Self->{TicketID},
Lock => 'lock',
UserID => $Self->{UserID}
);
my $Success = $Self->{TicketObject}->TicketOwnerSet(
TicketID => $Self->{TicketID},
UserID => $Self->{UserID},
NewUserID => $Self->{UserID},
);
# show lock state
if ($Success) {
$Self->{LayoutObject}->Block(
Name => 'PropertiesLock',
Data => {
%Param,
TicketID => $Self->{TicketID},
},
);
}
}
else {
my $AccessOk = $Self->{TicketObject}->OwnerCheck(
TicketID => $Self->{TicketID},
OwnerID => $Self->{UserID},
);
if ( !$AccessOk ) {
my $Output = $Self->{LayoutObject}->Header(
Type => 'Small',
Value => $Ticket{Number},
);
$Output .= $Self->{LayoutObject}->Warning(
Message => 'Sorry, you need to be the ticket owner to perform this action.',
Comment => 'Please change the owner first.',
);
$Output .= $Self->{LayoutObject}->Footer(
Type => 'Small',
);
return $Output;
}
# show back link
$Self->{LayoutObject}->Block(
Name => 'TicketBack',
Data => {
%Param,
TicketID => $Self->{TicketID},
},
);
}
}
else {
$Self->{LayoutObject}->Block(
Name => 'TicketBack',
Data => {
%Param,
%Ticket,
},
);
}
# mark shown ticket as seen
if ( $Self->{Subaction} eq 'TicketMarkAsSeen' ) {
my $Success = $Self->_TicketItemSeen( TicketID => $Self->{TicketID} );
return $Self->{LayoutObject}->Attachment(
ContentType => 'text/html',
Content => $Success,
Type => 'inline',
NoCache => 1,
);
}
# mark shown article as seen
if ( $Self->{Subaction} eq 'MarkAsSeen' ) {
my $Success = $Self->_ArticleItemSeen( ArticleID => $Self->{ArticleID} );
return $Self->{LayoutObject}->Attachment(
ContentType => 'text/html',
Content => $Success,
Type => 'inline',
NoCache => 1,
);
}
# article update
elsif ( $Self->{Subaction} eq 'ArticleUpdate' ) {
my $Count = $Self->{ParamObject}->GetParam( Param => 'Count' );
my %Article = $Self->{TicketObject}->ArticleGet(
ArticleID => $Self->{ArticleID},
DynamicFields => 0,
);
$Article{Count} = $Count;
# get attachment index (without attachments)
my %AtmIndex = $Self->{TicketObject}->ArticleAttachmentIndex(
ArticleID => $Self->{ArticleID},
StripPlainBodyAsAttachment => $Self->{StripPlainBodyAsAttachment},
Article => \%Article,
UserID => $Self->{UserID},
);
$Article{Atms} = \%AtmIndex;
# fetch all std. responses
my %StandardResponses = $Self->{QueueObject}->GetStandardResponses(
QueueID => $Ticket{QueueID},
);
my $Content = $Self->_ArticleItem(
Ticket => \%Ticket,
Article => \%Article,
AclAction => \%AclAction,
StandardResponses => \%StandardResponses,
Type => 'OnLoad',
);
if ( !$Content ) {
$Self->{LayoutObject}->FatalError(
Message => "Can't get for ArticleID $Self->{ArticleID}!",
);
}
return $Self->{LayoutObject}->Attachment(
ContentType => 'text/html',
Charset => $Self->{LayoutObject}->{UserCharset},
Content => $Content,
Type => 'inline',
NoCache => 1,
);
}
# write article filter settings to session
if ( $Self->{Subaction} eq 'ArticleFilterSet' ) {
# get params
my $TicketID = $Self->{ParamObject}->GetParam( Param => 'TicketID' );
my $SaveDefaults = $Self->{ParamObject}->GetParam( Param => 'SaveDefaults' );
my @ArticleTypeFilterIDs = $Self->{ParamObject}->GetArray( Param => 'ArticleTypeFilter' );
my @ArticleSenderTypeFilterIDs
= $Self->{ParamObject}->GetArray( Param => 'ArticleSenderTypeFilter' );
# build session string
my $SessionString = '';
if (@ArticleTypeFilterIDs) {
$SessionString .= 'ArticleTypeFilter<';
$SessionString .= join ',', @ArticleTypeFilterIDs;
$SessionString .= '>';
}
if (@ArticleSenderTypeFilterIDs) {
$SessionString .= 'ArticleSenderTypeFilter<';
$SessionString .= join ',', @ArticleSenderTypeFilterIDs;
$SessionString .= '>';
}
# write the session
# save default filter settings to user preferences
if ($SaveDefaults) {
$Self->{UserObject}->SetPreferences(
UserID => $Self->{UserID},
Key => 'ArticleFilterDefault',
Value => $SessionString,
);
$Self->{SessionObject}->UpdateSessionID(
SessionID => $Self->{SessionID},
Key => 'ArticleFilterDefault',
Value => $SessionString,
);
}
# turn off filter explicitly for this ticket
if ( $SessionString eq '' ) {
$SessionString = 'off';
}
# update the session
my $Update = $Self->{SessionObject}->UpdateSessionID(
SessionID => $Self->{SessionID},
Key => "ArticleFilter$TicketID",
Value => $SessionString,
);
# build JSON output
my $JSON = '';
if ($Update) {
$JSON = $Self->{LayoutObject}->JSONEncode(
Data => {
Message => 'Article filter settings were saved.',
},
);
}
# send JSON response
return $Self->{LayoutObject}->Attachment(
ContentType => 'application/json; charset=' . $Self->{LayoutObject}->{Charset},
Content => $JSON,
Type => 'inline',
NoCache => 1,
);
}
# store last screen
if ( $Self->{Subaction} ne 'ShowHTMLeMail' ) {
$Self->{SessionObject}->UpdateSessionID(
SessionID => $Self->{SessionID},
Key => 'LastScreenView',
Value => $Self->{RequestedURL},
);
}
# article filter is activated in sysconfig
if ( $Self->{ArticleFilterActive} ) {
# get article filter settings from session string
my $ArticleFilterSessionString = $Self->{ 'ArticleFilter' . $Self->{TicketID} };
# set article filter for this ticket from user preferences
if ( !$ArticleFilterSessionString ) {
$ArticleFilterSessionString = $Self->{ArticleFilterDefault};
}
# do not use defaults for this ticket if filter was explicitly turned off
elsif ( $ArticleFilterSessionString eq 'off' ) {
$ArticleFilterSessionString = '';
}
# extract ArticleTypeIDs
if (
$ArticleFilterSessionString
&& $ArticleFilterSessionString =~ m{ ArticleTypeFilter < ( [^<>]+ ) > }xms
)
{
my @IDs = split /,/, $1;
$Self->{ArticleFilter}->{ArticleTypeID} = { map { $_ => 1 } @IDs };
}
# extract ArticleSenderTypeIDs
if (
$ArticleFilterSessionString
&& $ArticleFilterSessionString =~ m{ ArticleSenderTypeFilter < ( [^<>]+ ) > }xms
)
{
my @IDs = split /,/, $1;
$Self->{ArticleFilter}->{SenderTypeID} = { map { $_ => 1 } @IDs };
}
}
# return if HTML email
if ( $Self->{Subaction} eq 'ShowHTMLeMail' ) {
# check needed ArticleID
if ( !$Self->{ArticleID} ) {
return $Self->{LayoutObject}->ErrorScreen( Message => 'Need ArticleID!' );
}
# get article data
my %Article = $Self->{TicketObject}->ArticleGet(
ArticleID => $Self->{ArticleID},
DynamicFields => 0,
);
# check if article data exists
if ( !%Article ) {
return $Self->{LayoutObject}->ErrorScreen( Message => 'Invalid ArticleID!' );
}
# if it is a html email, return here
return $Self->{LayoutObject}->Attachment(
Filename => $Self->{ConfigObject}->Get('Ticket::Hook')
. "-$Article{TicketNumber}-$Article{TicketID}-$Article{ArticleID}",
Type => 'inline',
ContentType => "$Article{MimeType}; charset=$Article{Charset}",
Content => $Article{Body},
);
}
# generate output
my $Output = $Self->{LayoutObject}->Header( Value => $Ticket{TicketNumber} );
$Output .= $Self->{LayoutObject}->NavigationBar();
$Output .= $Self->MaskAgentZoom( Ticket => \%Ticket, AclAction => \%AclAction );
$Output .= $Self->{LayoutObject}->Footer();
return $Output;
}
sub MaskAgentZoom {
my ( $Self, %Param ) = @_;
my %Ticket = %{ $Param{Ticket} };
my %AclAction = %{ $Param{AclAction} };
# else show normal ticket zoom view
# fetch all move queues
my %MoveQueues = $Self->{TicketObject}->MoveList(
TicketID => $Ticket{TicketID},
UserID => $Self->{UserID},
Action => $Self->{Action},
Type => 'move_into',
);
# fetch all std. responses
my %StandardResponses
= $Self->{QueueObject}->GetStandardResponses( QueueID => $Ticket{QueueID} );
# owner info
my %OwnerInfo = $Self->{UserObject}->GetUserData(
UserID => $Ticket{OwnerID},
);
# responsible info
my %ResponsibleInfo = $Self->{UserObject}->GetUserData(
UserID => $Ticket{ResponsibleID} || 1,
);
# generate shown articles
# get content
my @ArticleBox = $Self->{TicketObject}->ArticleContentIndex(
TicketID => $Self->{TicketID},
StripPlainBodyAsAttachment => $Self->{StripPlainBodyAsAttachment},
UserID => $Self->{UserID},
DynamicFields => 0, # fetch later only for the article(s) to display
);
# add counter
my $Count = 0;
for my $Article (@ArticleBox) {
$Count++;
$Article->{Count} = $Count;
}
# get selected or last customer article
my $ArticleID;
if ( $Self->{ArticleID} ) {
$ArticleID = $Self->{ArticleID};
}
else {
# find latest not seen article
ARTICLE:
for my $Article (@ArticleBox) {
# ignore system sender type
next ARTICLE
if $Self->{ConfigObject}->Get('Ticket::NewArticleIgnoreSystemSender')
&& $Article->{SenderType} eq 'system';
# get article flags
my %ArticleFlag = $Self->{TicketObject}->ArticleFlagGet(
ArticleID => $Article->{ArticleID},
UserID => $Self->{UserID},
);
next ARTICLE if $ArticleFlag{Seen};
$ArticleID = $Article->{ArticleID};
last ARTICLE;
}
# set selected article
if ( !$ArticleID ) {
if ( @ArticleBox && $Self->{ZoomExpandSort} eq 'normal' ) {
# set first article as default if normal sort
$ArticleID = $ArticleBox[0]->{ArticleID};
}
elsif ( @ArticleBox && $Self->{ZoomExpandSort} eq 'reverse' ) {
# set last article as default if reverse sort
$ArticleID = $ArticleBox[$#ArticleBox]->{ArticleID};
}
# set last customer article as selected article replacing last set
for my $ArticleTmp (@ArticleBox) {
if ( $ArticleTmp->{SenderType} eq 'customer' ) {
$ArticleID = $ArticleTmp->{ArticleID};
}
}
}
}
# remember shown article ids if article filter is activated in sysconfig
if ( $Self->{ArticleFilterActive} && $Self->{ArticleFilter} ) {
# reset shown article ids
$Self->{ArticleFilter}->{ShownArticleIDs} = undef;
my $NewArticleID = '';
my $Count = 0;
ARTICLE:
for my $Article (@ArticleBox) {
# article type id does not match
if (
$Self->{ArticleFilter}->{ArticleTypeID}
&& !$Self->{ArticleFilter}->{ArticleTypeID}->{ $Article->{ArticleTypeID} }
)
{
next ARTICLE;
}
# article sender type id does not match
if (
$Self->{ArticleFilter}->{SenderTypeID}
&& !$Self->{ArticleFilter}->{SenderTypeID}->{ $Article->{SenderTypeID} }
)
{
next ARTICLE;
}
# count shown articles
$Count++;
# remember article id
$Self->{ArticleFilter}->{ShownArticleIDs}->{ $Article->{ArticleID} } = 1;
# set article id to first shown article
if ( $Count == 1 ) {
$NewArticleID = $Article->{ArticleID};
}
# set article id to last shown customer article
if ( $Article->{SenderType} eq 'customer' ) {
$NewArticleID = $Article->{ArticleID};
}
}
# change article id if it was filtered out
if ( $NewArticleID && !$Self->{ArticleFilter}->{ShownArticleIDs}->{$ArticleID} ) {
$ArticleID = $NewArticleID;
}
# add current article id
$Self->{ArticleFilter}->{ShownArticleIDs}->{$ArticleID} = 1;
}
# check if expand view is usable (only for less then 400 article)
# if you have more articles is going to be slow and not usable
my $ArticleMaxLimit = 400;
if ( $Self->{ZoomExpand} && $#ArticleBox > $ArticleMaxLimit ) {
$Self->{ZoomExpand} = 0;
}
# get shown article(s)
my @ArticleBoxShown;
if ( !$Self->{ZoomExpand} ) {
for my $ArticleTmp (@ArticleBox) {
if ( $ArticleID eq $ArticleTmp->{ArticleID} ) {
push @ArticleBoxShown, $ArticleTmp;
}
}
}
else {
@ArticleBoxShown = @ArticleBox;
}
# resort article order
if ( $Self->{ZoomExpandSort} eq 'reverse' ) {
@ArticleBox = reverse @ArticleBox;
@ArticleBoxShown = reverse @ArticleBoxShown;
}
# show article tree
$Param{ArticleTree} = $Self->_ArticleTree(
Ticket => \%Ticket,
ArticleID => $ArticleID,
ArticleMaxLimit => $ArticleMaxLimit,
ArticleBox => \@ArticleBox,
);
# show articles items
$Param{ArticleItems} = '';
ARTICLE:
for my $ArticleTmp (@ArticleBoxShown) {
my %Article = %$ArticleTmp;
# article filter is activated in sysconfig and there are articles that passed the filter
if ( $Self->{ArticleFilterActive} ) {
if ( $Self->{ArticleFilter} && $Self->{ArticleFilter}->{ShownArticleIDs} ) {
# do not show article if it does not match the filter
if ( !$Self->{ArticleFilter}->{ShownArticleIDs}->{ $Article{ArticleID} } ) {
next ARTICLE;
}
}
}
$Param{ArticleItems} .= $Self->_ArticleItem(
Ticket => \%Ticket,
Article => \%Article,
AclAction => \%AclAction,
StandardResponses => \%StandardResponses,
ActualArticleID => $ArticleID,
Type => 'Static',
);
}
if ( $Self->{ZoomExpand} ) {
$Self->{LayoutObject}->Block(
Name => 'TicketItemMarkAsSeen',
Data => { TicketID => $Ticket{TicketID} },
);
}
# age design
$Ticket{Age} = $Self->{LayoutObject}->CustomerAge( Age => $Ticket{Age}, Space => ' ' );
# number of articles
$Param{ArticleCount} = scalar @ArticleBox;
$Self->{LayoutObject}->Block(
Name => 'Header',
Data => { %Param, %Ticket, %AclAction },
);
# run ticket menu modules
if ( ref $Self->{ConfigObject}->Get('Ticket::Frontend::MenuModule') eq 'HASH' ) {
my %Menus = %{ $Self->{ConfigObject}->Get('Ticket::Frontend::MenuModule') };
MENU:
for my $Menu ( sort keys %Menus ) {
# load module
if ( !$Self->{MainObject}->Require( $Menus{$Menu}->{Module} ) ) {
return $Self->{LayoutObject}->FatalError();
}
my $Object = $Menus{$Menu}->{Module}->new(
%{$Self},
TicketID => $Self->{TicketID},
);
# run module
my $Item = $Object->Run(
%Param,
Ticket => \%Ticket,
ACL => \%AclAction,
Config => $Menus{$Menu},
);
next MENU if !$Item;
if ( $Menus{$Menu}->{PopupType} ) {
$Item->{Class} = "AsPopup PopupType_$Menus{$Menu}->{PopupType}";
}
$Self->{LayoutObject}->Block(
Name => 'TicketMenu',
Data => $Item,
);
}
}
# get MoveQueuesStrg
if ( $Self->{ConfigObject}->Get('Ticket::Frontend::MoveType') =~ /^form$/i ) {
$MoveQueues{0}
= '- ' . $Self->{LayoutObject}->{LanguageObject}->Get('Move') . ' -';
$Param{MoveQueuesStrg} = $Self->{LayoutObject}->AgentQueueListOption(
Name => 'DestQueueID',
Data => \%MoveQueues,
CurrentQueueID => $Ticket{QueueID},
);
}
if (
$Self->{ConfigObject}->Get('Frontend::Module')->{AgentTicketMove}
&& ( !defined $AclAction{AgentTicketMove} || $AclAction{AgentTicketMove} )
)
{
my $Access = $Self->{TicketObject}->TicketPermission(
Type => 'move',
TicketID => $Ticket{TicketID},
UserID => $Self->{UserID},
LogNo => 1,
);
$Param{TicketID} = $Ticket{TicketID};
if ($Access) {
if ( $Self->{ConfigObject}->Get('Ticket::Frontend::MoveType') =~ /^form$/i ) {
$Self->{LayoutObject}->Block(
Name => 'MoveLink',
Data => { %Param, %AclAction },
);
}
else {
$Self->{LayoutObject}->Block(
Name => 'MoveForm',
Data => { %Param, %AclAction },
);
}
}
}
# show created by if different then User ID 1
if ( $Ticket{CreateBy} > 1 ) {
$Ticket{CreatedByUser} = $Self->{UserObject}->UserName( UserID => $Ticket{CreateBy} );
$Self->{LayoutObject}->Block(
Name => 'CreatedBy',
Data => {%Ticket},
);
}
# ticket type
if ( $Self->{ConfigObject}->Get('Ticket::Type') ) {
$Self->{LayoutObject}->Block(
Name => 'Type',
Data => { %Ticket, %AclAction },
);
}
# ticket service
if ( $Self->{ConfigObject}->Get('Ticket::Service') && $Ticket{Service} ) {
$Self->{LayoutObject}->Block(
Name => 'Service',
Data => { %Ticket, %AclAction },
);
if ( $Ticket{SLA} ) {
$Self->{LayoutObject}->Block(
Name => 'SLA',
Data => { %Ticket, %AclAction },
);
}
}
# show first response time if needed
if ( defined $Ticket{FirstResponseTime} ) {
$Ticket{FirstResponseTimeHuman} = $Self->{LayoutObject}->CustomerAgeInHours(
Age => $Ticket{FirstResponseTime},
Space => ' ',
);
$Ticket{FirstResponseTimeWorkingTime} = $Self->{LayoutObject}->CustomerAgeInHours(
Age => $Ticket{FirstResponseTimeWorkingTime},
Space => ' ',
);
if ( 60 * 60 * 1 > $Ticket{FirstResponseTime} ) {
$Ticket{FirstResponseTimeClass} = 'Warning';
}
$Self->{LayoutObject}->Block(
Name => 'FirstResponseTime',
Data => { %Ticket, %AclAction },
);
}
# show update time if needed
if ( defined $Ticket{UpdateTime} ) {
$Ticket{UpdateTimeHuman} = $Self->{LayoutObject}->CustomerAgeInHours(
Age => $Ticket{UpdateTime},
Space => ' ',
);
$Ticket{UpdateTimeWorkingTime} = $Self->{LayoutObject}->CustomerAgeInHours(
Age => $Ticket{UpdateTimeWorkingTime},
Space => ' ',
);
if ( 60 * 60 * 1 > $Ticket{UpdateTime} ) {
$Ticket{UpdateTimeClass} = 'Warning';
}
$Self->{LayoutObject}->Block(
Name => 'UpdateTime',
Data => { %Ticket, %AclAction },
);
}
# show solution time if needed
if ( defined $Ticket{SolutionTime} ) {
$Ticket{SolutionTimeHuman} = $Self->{LayoutObject}->CustomerAgeInHours(
Age => $Ticket{SolutionTime},
Space => ' ',
);
$Ticket{SolutionTimeWorkingTime} = $Self->{LayoutObject}->CustomerAgeInHours(
Age => $Ticket{SolutionTimeWorkingTime},
Space => ' ',
);
if ( 60 * 60 * 1 > $Ticket{SolutionTime} ) {
$Ticket{SolutionTimeClass} = 'Warning';
}
$Self->{LayoutObject}->Block(
Name => 'SolutionTime',
Data => { %Ticket, %AclAction },
);
}
# test access to frontend module for Customer
my $Access = $Self->{LayoutObject}->Permission(
Action => 'AgentTicketCustomer',
Type => 'rw',
);
if ($Access) {
# test access to ticket
my $Config = $Self->{ConfigObject}->Get('Ticket::Frontend::AgentTicketCustomer');
if ( $Config->{Permission} ) {
my $OK = $Self->{TicketObject}->Permission(
Type => $Config->{Permission},
TicketID => $Ticket{TicketID},
UserID => $Self->{UserID},
LogNo => 1,
);
if ( !$OK ) {
$Access = 0;
}
}
}
# define proper DTL block based on permissions
my $CustomerIDBlock = $Access ? 'CustomerIDRW' : 'CustomerIDRO';
$Self->{LayoutObject}->Block(
Name => $CustomerIDBlock,
Data => \%Ticket,
);
# show total accounted time if feature is active:
if ( $Self->{ConfigObject}->Get('Ticket::Frontend::AccountTime') ) {
$Ticket{TicketTimeUnits} = $Self->{TicketObject}->TicketAccountedTimeGet(%Ticket);
$Self->{LayoutObject}->Block(
Name => 'TotalAccountedTime',
Data => \%Ticket,
);
}
# show pending until, if set:
if ( $Ticket{UntilTime} ) {
if ( $Ticket{UntilTime} < -1 ) {
$Ticket{PendingUntilClass} = 'Warning';
}
$Ticket{PendingUntil} .= $Self->{LayoutObject}->CustomerAge(
Age => $Ticket{UntilTime},
Space => '<br/>'
);
$Self->{LayoutObject}->Block(
Name => 'PendingUntil',
Data => \%Ticket,
);
}
# show owner
$Self->{LayoutObject}->Block(
Name => 'Owner',
Data => { %Ticket, %OwnerInfo, %AclAction },
);
# show responsible
if ( $Self->{ConfigObject}->Get('Ticket::Responsible') ) {
$Self->{LayoutObject}->Block(
Name => 'Responsible',
Data => { %Ticket, %ResponsibleInfo, %AclAction },
);
}
# get the dynamic fields for ticket object
my $DynamicField = $Self->{DynamicFieldObject}->DynamicFieldListGet(
Valid => 1,
ObjectType => ['Ticket'],
FieldFilter => $Self->{DynamicFieldFilter} || {},
);
# cycle trough the activated Dynamic Fields for ticket object
DYNAMICFIELD:
for my $DynamicFieldConfig ( @{$DynamicField} ) {
next DYNAMICFIELD if !IsHashRefWithData($DynamicFieldConfig);
next DYNAMICFIELD if !defined $Ticket{ 'DynamicField_' . $DynamicFieldConfig->{Name} };
next DYNAMICFIELD if $Ticket{ 'DynamicField_' . $DynamicFieldConfig->{Name} } eq '';
# get print string for this dynamic field
my $ValueStrg = $Self->{BackendObject}->DisplayValueRender(
DynamicFieldConfig => $DynamicFieldConfig,
Value => $Ticket{ 'DynamicField_' . $DynamicFieldConfig->{Name} },
ValueMaxChars => 25,
LayoutObject => $Self->{LayoutObject},
);
my $Label = $DynamicFieldConfig->{Label};
$Self->{LayoutObject}->Block(
Name => 'TicketDynamicField',
Data => {
Label => $Label,
},
);
if ( $ValueStrg->{Link} ) {
$Self->{LayoutObject}->Block(
Name => 'TicketDynamicFieldLink',
Data => {
Value => $ValueStrg->{Value},
Title => $ValueStrg->{Title},
Link => $ValueStrg->{Link},
$DynamicFieldConfig->{Name} => $ValueStrg->{Title},
},
);
}
else {
$Self->{LayoutObject}->Block(
Name => 'TicketDynamicFieldPlain',
Data => {
Value => $ValueStrg->{Value},
Title => $ValueStrg->{Title},
},
);
}
# example of dynamic fields order customization
$Self->{LayoutObject}->Block(
Name => 'TicketDynamicField_' . $DynamicFieldConfig->{Name},
Data => {
Label => $Label,
},
);
$Self->{LayoutObject}->Block(
Name => 'TicketDynamicField_' . $DynamicFieldConfig->{Name} . '_Plain',
Data => {
Value => $ValueStrg->{Value},
Title => $ValueStrg->{Title},
},
);
}
# customer info string
if ( $Self->{ConfigObject}->Get('Ticket::Frontend::CustomerInfoZoom') ) {
# customer info
my %CustomerData;
if ( $Ticket{CustomerUserID} ) {
%CustomerData = $Self->{CustomerUserObject}->CustomerUserDataGet(
User => $Ticket{CustomerUserID},
);
}
$Param{CustomerTable} = $Self->{LayoutObject}->AgentCustomerViewTable(
Data => \%CustomerData,
Ticket => \%Ticket,
Max => $Self->{ConfigObject}->Get('Ticket::Frontend::CustomerInfoZoomMaxSize'),
);
$Self->{LayoutObject}->Block(
Name => 'CustomerTable',
Data => \%Param,
);
}
# get linked objects
my $LinkListWithData = $Self->{LinkObject}->LinkListWithData(
Object => 'Ticket',
Key => $Self->{TicketID},
State => 'Valid',
UserID => $Self->{UserID},
);
# get link table view mode
my $LinkTableViewMode = $Self->{ConfigObject}->Get('LinkObject::ViewMode');
# create the link table
my $LinkTableStrg = $Self->{LayoutObject}->LinkObjectTableCreate(
LinkListWithData => $LinkListWithData,
ViewMode => $LinkTableViewMode,
);
# output the simple link table
if ( $LinkTableStrg && $LinkTableViewMode eq 'Simple' ) {
$Self->{LayoutObject}->Block(
Name => 'LinkTableSimple',
Data => {
LinkTableStrg => $LinkTableStrg,
},
);
}
# output the complex link table
if ( $LinkTableStrg && $LinkTableViewMode eq 'Complex' ) {
$Self->{LayoutObject}->Block(
Name => 'LinkTableComplex',
Data => {
LinkTableStrg => $LinkTableStrg,
},
);
}
# article filter is activated in sysconfig
if ( $Self->{ArticleFilterActive} ) {
# get article types
my %ArticleTypes = $Self->{TicketObject}->ArticleTypeList(
Result => 'HASH',
);
# build article type list for filter dialog
$Param{ArticleTypeFilterString} = $Self->{LayoutObject}->BuildSelection(
Data => \%ArticleTypes,
SelectedID => [ keys %{ $Self->{ArticleFilter}->{ArticleTypeID} } ],
Translation => 1,
Multiple => 1,
Sort => 'AlphanumericValue',
Name => 'ArticleTypeFilter',
);
# get sender types
my %ArticleSenderTypes = $Self->{TicketObject}->ArticleSenderTypeList(
Result => 'HASH',
);
# build article sender type list for filter dialog
$Param{ArticleSenderTypeFilterString} = $Self->{LayoutObject}->BuildSelection(
Data => \%ArticleSenderTypes,
SelectedID => [ keys %{ $Self->{ArticleFilter}->{SenderTypeID} } ],
Translation => 1,
Multiple => 1,
Sort => 'AlphanumericValue',
Name => 'ArticleSenderTypeFilter',
);
# Ticket ID
$Param{TicketID} = $Self->{TicketID};
$Self->{LayoutObject}->Block(
Name => 'ArticleFilterDialog',
Data => {%Param},
);
}
# check if ticket need to be marked as seen
my $ArticleAllSeen = 1;
ARTICLE:
for my $Article (@ArticleBox) {
# ignore system sender type
next ARTICLE
if $Self->{ConfigObject}->Get('Ticket::NewArticleIgnoreSystemSender')
&& $Article->{SenderType} eq 'system';
# get article flags
my %ArticleFlag = $Self->{TicketObject}->ArticleFlagGet(
ArticleID => $Article->{ArticleID},
UserID => $Self->{UserID},
);
# last if article was not shown
if ( !$ArticleFlag{Seen} ) {
$ArticleAllSeen = 0;
last ARTICLE;
}
}
# mark ticket as seen if all article are shown
if ($ArticleAllSeen) {
$Self->{TicketObject}->TicketFlagSet(
TicketID => $Self->{TicketID},
Key => 'Seen',
Value => 1,
UserID => $Self->{UserID},
);
}
# init js
$Self->{LayoutObject}->Block(
Name => 'TicketZoomInit',
Data => {%Param},
);
# return output
return $Self->{LayoutObject}->Output(
TemplateFile => 'AgentTicketZoom',
Data => { %Param, %Ticket, %AclAction },
);
}
sub _ArticleTree {
my ( $Self, %Param ) = @_;
my %Ticket = %{ $Param{Ticket} };
my @ArticleBox = @{ $Param{ArticleBox} };
my $ArticleMaxLimit = $Param{ArticleMaxLimit};
my $ArticleID = $Param{ArticleID};
my $TableClasses;
if ( $Self->{ConfigObject}->Get('Ticket::UseArticleColors') ) {
$TableClasses .= 'UseArticleColors';
}
# build thread string
$Self->{LayoutObject}->Block(
Name => 'Tree',
Data => {
%Param,
TableClasses => $TableClasses,
},
);
# check if expand/collapse view is usable (only for less then 300 articles)
if ( $#ArticleBox < $ArticleMaxLimit ) {
if ( $Self->{ZoomExpand} ) {
$Self->{LayoutObject}->Block(
Name => 'Collapse',
Data => {
%Ticket,
ArticleID => $ArticleID,
ZoomExpand => $Self->{ZoomExpand},
ZoomExpandSort => $Self->{ZoomExpandSort},
},
);
}
else {
$Self->{LayoutObject}->Block(
Name => 'Expand',
Data => {
%Ticket,
ArticleID => $ArticleID,
ZoomExpand => $Self->{ZoomExpand},
ZoomExpandSort => $Self->{ZoomExpandSort},
},
);
}
}
# article filter is activated in sysconfig
if ( $Self->{ArticleFilterActive} ) {
# define highlight style for links if filter is active
my $HighlightStyle = 'menu';
if ( $Self->{ArticleFilter} ) {
$HighlightStyle = 'PriorityID-5';
}
# build article filter links
$Self->{LayoutObject}->Block(
Name => 'ArticleFilterDialogLink',
Data => {
%Param,
HighlightStyle => $HighlightStyle,
},
);
# build article filter reset link only if filter is set
if ( $Self->{ArticleFilter} ) {
$Self->{LayoutObject}->Block(
Name => 'ArticleFilterResetLink',
Data => {%Param},
);
}
}
# show article tree
ARTICLE:
for my $ArticleTmp (@ArticleBox) {
my %Article = %$ArticleTmp;
# article filter is activated in sysconfig and there are articles
# that passed the filter
if ( $Self->{ArticleFilterActive} ) {
if ( $Self->{ArticleFilter} && $Self->{ArticleFilter}->{ShownArticleIDs} ) {
# do not show article in tree if it does not match the filter
if ( !$Self->{ArticleFilter}->{ShownArticleIDs}->{ $Article{ArticleID} } ) {
next ARTICLE;
}
}
}
# show article flags
my $Class = '';
my $ClassRow = '';
my $NewArticle = 0;
my %ArticleFlag = $Self->{TicketObject}->ArticleFlagGet(
ArticleID => $Article{ArticleID},
UserID => $Self->{UserID},
);
# ignore system sender types
if (
!$ArticleFlag{Seen}
&& (
!$Self->{ConfigObject}->Get('Ticket::NewArticleIgnoreSystemSender')
|| $Self->{ConfigObject}->Get('Ticket::NewArticleIgnoreSystemSender')
&& $Article{SenderType} ne 'system'
)
)
{
$NewArticle = 1;
# show ticket flags
$Class .= ' UnreadArticles';
$ClassRow .= ' UnreadArticles';
# just show ticket flags if agent belongs to the ticket
my $ShowMeta;
if (
$Self->{UserID} == $Article{OwnerID}
|| $Self->{UserID} == $Article{ResponsibleID}
)
{
$ShowMeta = 1;
}
if ( !$ShowMeta && $Self->{ConfigObject}->Get('Ticket::Watcher') ) {
my %Watch = $Self->{TicketObject}->TicketWatchGet(
TicketID => $Article{TicketID},
);
if ( $Watch{ $Self->{UserID} } ) {
$ShowMeta = 1;
}
}
# show ticket flags
if ($ShowMeta) {
$Class .= ' Important';
}
else {
$Class .= ' Unimportant';
}
}
# if this is the shown article -=> set class to active
if ( $ArticleID eq $Article{ArticleID} && !$Self->{ZoomExpand} ) {
$ClassRow .= ' Active';
}
my $TmpSubject = $Self->{TicketObject}->TicketSubjectClean(
TicketNumber => $Article{TicketNumber},
Subject => $Article{Subject} || '',
);
# check if we need to show also expand/collapse icon
$Self->{LayoutObject}->Block(
Name => 'TreeItem',
Data => {
%Article,
Class => $Class,
ClassRow => $ClassRow,
Subject => $TmpSubject,
ZoomExpand => $Self->{ZoomExpand},
ZoomExpandSort => $Self->{ZoomExpandSort},
},
);
if ($NewArticle) {
$Self->{LayoutObject}->Block(
Name => 'TreeItemNewArticle',
Data => {
%Article,
Class => $Class,
},
);
}
# Bugfix for IE7: a table cell should not be empty
# (because otherwise the cell borders are not shown):
# we add an empty element here
else {
$Self->{LayoutObject}->Block(
Name => 'TreeItemNoNewArticle',
Data => {},
);
}
# Determine communication direction
if ( $Article{ArticleType} =~ /-internal$/smx ) {
$Self->{LayoutObject}->Block( Name => 'TreeItemDirectionInternal' );
}
else {
if ( $Article{SenderType} eq 'customer' ) {
$Self->{LayoutObject}->Block( Name => 'TreeItemDirectionIncoming' );
}
else {
$Self->{LayoutObject}->Block( Name => 'TreeItemDirectionOutgoing' );
}
}
# show attachment info
# Bugfix for IE7: a table cell should not be empty
# (because otherwise the cell borders are not shown):
# we add an empty element here
if ( !$Article{Atms} || !%{ $Article{Atms} } ) {
$Self->{LayoutObject}->Block(
Name => 'TreeItemNoAttachment',
Data => {},
);
next ARTICLE;
}
# download type
my $Type = $Self->{ConfigObject}->Get('AttachmentDownloadType') || 'attachment';
# if attachment will be forced to download, don't open a new download window!
my $Target = '';
if ( $Type =~ /inline/i ) {
$Target = 'target="attachment" ';
}
my $ZoomAttachmentDisplayCount
= $Self->{ConfigObject}->Get('Ticket::ZoomAttachmentDisplayCount');
my $CountShown = 0;
ATTACHMENT:
for my $Count ( 1 .. ( $ZoomAttachmentDisplayCount + 2 ) ) {
next ATTACHMENT if !$Article{Atms}->{$Count};
if ( $CountShown == 0 ) {
$Self->{LayoutObject}->Block(
Name => 'TreeItemAttachment',
Data => {
%Article,
},
);
if ( keys %{ $Article{Atms} } > 1 ) {
$Self->{LayoutObject}->Block(
Name => 'TreeItemAttachmentIconMultiple',
Data => {
%Article,
},
);
}
else {
$Self->{LayoutObject}->Block(
Name => 'TreeItemAttachmentIconSingle',
Data => {
%Article,
%{ $Article{Atms}->{$Count} },
},
);
}
}
$CountShown++;
# show more info
last ATTACHMENT if $CountShown > $ZoomAttachmentDisplayCount;
# show attachment info
$Self->{LayoutObject}->Block(
Name => 'TreeItemAttachmentItem',
Data => {
%Article,
%{ $Article{Atms}->{$Count} },
FileID => $Count,
Target => $Target,
},
);
}
}
# return output
return $Self->{LayoutObject}->Output(
TemplateFile => 'AgentTicketZoom',
Data => { %Param, %Ticket },
);
}
sub _TicketItemSeen {
my ( $Self, %Param ) = @_;
my @ArticleIDs = $Self->{TicketObject}->ArticleIndex(
TicketID => $Param{TicketID},
);
for my $ArticleID (@ArticleIDs) {
$Self->_ArticleItemSeen(
ArticleID => $ArticleID,
);
}
return 1;
}
sub _ArticleItemSeen {
my ( $Self, %Param ) = @_;
# mark shown article as seen
$Self->{TicketObject}->ArticleFlagSet(
ArticleID => $Param{ArticleID},
Key => 'Seen',
Value => 1,
UserID => $Self->{UserID},
);
return 1;
}
sub _ArticleItem {
my ( $Self, %Param ) = @_;
my %Ticket = %{ $Param{Ticket} };
my %Article = %{ $Param{Article} };
my %AclAction = %{ $Param{AclAction} };
# cleanup subject
$Article{Subject} = $Self->{TicketObject}->TicketSubjectClean(
TicketNumber => $Article{TicketNumber},
Subject => $Article{Subject} || '',
);
$Self->{LayoutObject}->Block(
Name => 'ArticleItem',
Data => { %Param, %Article, %AclAction },
);
# show created by if different from User ID 1
if ( $Article{CreatedBy} > 1 ) {
$Article{CreatedByUser} = $Self->{UserObject}->UserName( UserID => $Article{CreatedBy} );
$Self->{LayoutObject}->Block(
Name => 'ArticleCreatedBy',
Data => {%Article},
);
}
# mark shown article as seen
if ( $Param{Type} eq 'OnLoad' ) {
$Self->_ArticleItemSeen( ArticleID => $Article{ArticleID} );
}
else {
if (
!$Self->{ZoomExpand}
&& defined $Param{ActualArticleID}
&& $Param{ActualArticleID} == $Article{ArticleID}
)
{
$Self->{LayoutObject}->Block(
Name => 'ArticleItemMarkAsSeen',
Data => { %Param, %Article, %AclAction },
);
}
}
# show article actions
# select the output template
if ( $Article{ArticleType} !~ /^(note|email-noti)/i ) {
# check if compose link should be shown
if (
$Self->{ConfigObject}->Get('Frontend::Module')->{AgentTicketCompose}
&& (
!defined $AclAction{AgentTicketCompose}
|| $AclAction{AgentTicketCompose}
)
)
{
my $Access = 1;
my $Config = $Self->{ConfigObject}->Get('Ticket::Frontend::AgentTicketCompose');
if ( $Config->{Permission} ) {
my $Ok = $Self->{TicketObject}->TicketPermission(
Type => $Config->{Permission},
TicketID => $Ticket{TicketID},
UserID => $Self->{UserID},
LogNo => 1,
);
if ( !$Ok ) {
$Access = 0;
}
}
if ( $Config->{RequiredLock} ) {
my $Locked = $Self->{TicketObject}->TicketLockGet(
TicketID => $Ticket{TicketID}
);
if ($Locked) {
my $AccessOk = $Self->{TicketObject}->OwnerCheck(
TicketID => $Ticket{TicketID},
OwnerID => $Self->{UserID},
);
if ( !$AccessOk ) {
$Access = 0;
}
}
}
if ($Access) {
# get StandardResponsesStrg
$Param{StandardResponses}->{0}
= '- ' . $Self->{LayoutObject}->{LanguageObject}->Get('Reply') . ' -';
# build html string
my $StandardResponsesStrg = $Self->{LayoutObject}->BuildSelection(
Name => 'ResponseID',
ID => 'ResponseID',
Data => $Param{StandardResponses},
);
$Self->{LayoutObject}->Block(
Name => 'ArticleReplyAsDropdown',
Data => {
%Ticket, %Article, %AclAction,
StandardResponsesStrg => $StandardResponsesStrg,
Name => 'Reply',
Class => 'AsPopup PopupType_TicketAction',
Action => 'AgentTicketCompose',
FormID => 'Reply' . $Article{ArticleID},
ResponseElementID => 'ResponseID',
},
);
$Self->{LayoutObject}->Block(
Name => 'ArticleReplyAsDropdownJS' . $Param{Type},
Data => {
%Ticket, %Article, %AclAction,
FormID => 'Reply' . $Article{ArticleID},
},
);
# check if reply all is needed
my $Recipients = '';
KEY:
for my $Key (qw(From To Cc)) {
next KEY if !$Article{$Key};
if ($Recipients) {
$Recipients .= ', ';
}
$Recipients .= $Article{$Key};
}
my $RecipientCount = 0;
if ($Recipients) {
my $EmailParser = Kernel::System::EmailParser->new(
%{$Self},
Mode => 'Standalone',
);
my @Addresses = $EmailParser->SplitAddressLine( Line => $Recipients );
ADDRESS:
for my $Address (@Addresses) {
my $Email = $EmailParser->GetEmailAddress( Email => $Address );
next if !$Email;
my $IsLocal = $Self->{SystemAddress}->SystemAddressIsLocalAddress(
Address => $Email,
);
next ADDRESS if $IsLocal;
$RecipientCount++;
}
}
if ( $RecipientCount > 1 ) {
$Param{StandardResponses}->{0}
= '- ' . $Self->{LayoutObject}->{LanguageObject}->Get('Reply All') . ' -';
$StandardResponsesStrg = $Self->{LayoutObject}->BuildSelection(
Name => 'ResponseID',
ID => 'ResponseIDAll',
Data => $Param{StandardResponses},
);
$Self->{LayoutObject}->Block(
Name => 'ArticleReplyAsDropdown',
Data => {
%Ticket, %Article, %AclAction,
StandardResponsesStrg => $StandardResponsesStrg,
Name => 'Reply All',
Class => 'AsPopup PopupType_TicketAction',
Action => 'AgentTicketCompose',
FormID => 'ReplyAll',
ReplyAll => 1,
ResponseElementID => 'ResponseIDAll',
},
);
$Self->{LayoutObject}->Block(
Name => 'ArticleReplyAsDropdownJS' . $Param{Type},
Data => {
%Ticket, %Article, %AclAction,
FormID => 'ReplyAll',
},
);
}
}
}
# check if forward link should be shown
# (only show forward on email-external, email-internal, phone, webrequest and fax
if (
$Self->{ConfigObject}->Get('Frontend::Module')->{AgentTicketForward}
&& ( !defined $AclAction{AgentTicketForward} || $AclAction{AgentTicketForward} )
&& $Article{ArticleType} =~ /^(email-external|email-internal|phone|webrequest|fax)$/i
)
{
my $Access = 1;
my $Config = $Self->{ConfigObject}->Get('Ticket::Frontend::AgentTicketForward');
if ( $Config->{Permission} ) {
my $OK = $Self->{TicketObject}->TicketPermission(
Type => $Config->{Permission},
TicketID => $Ticket{TicketID},
UserID => $Self->{UserID},
LogNo => 1,
);
if ( !$OK ) {
$Access = 0;
}
}
if ( $Config->{RequiredLock} ) {
if ( $Self->{TicketObject}->TicketLockGet( TicketID => $Ticket{TicketID} ) )
{
my $AccessOk = $Self->{TicketObject}->OwnerCheck(
TicketID => $Ticket{TicketID},
OwnerID => $Self->{UserID},
);
if ( !$AccessOk ) {
$Access = 0;
}
}
}
if ($Access) {
$Self->{LayoutObject}->Block(
Name => 'ArticleMenu',
Data => {
%Ticket, %Article, %AclAction,
Description => 'Forward article via mail',
Name => 'Forward',
Class => 'AsPopup PopupType_TicketAction',
Link =>
'Action=AgentTicketForward;TicketID=$Data{"TicketID"};ArticleID=$Data{"ArticleID"}'
},
);
}
}
# check if bounce link should be shown
# (only show forward on email-external and email-internal
if (
$Self->{ConfigObject}->Get('Frontend::Module')->{AgentTicketBounce}
&& ( !defined $AclAction{AgentTicketBounce} || $AclAction{AgentTicketBounce} )
&& $Article{ArticleType} =~ /^(email-external|email-internal)$/i
)
{
my $Access = 1;
my $Config = $Self->{ConfigObject}->Get('Ticket::Frontend::AgentTicketBounce');
if ( $Config->{Permission} ) {
my $OK = $Self->{TicketObject}->TicketPermission(
Type => $Config->{Permission},
TicketID => $Ticket{TicketID},
UserID => $Self->{UserID},
LogNo => 1,
);
if ( !$OK ) {
$Access = 0;
}
}
if ( $Config->{RequiredLock} ) {
if ( $Self->{TicketObject}->TicketLockGet( TicketID => $Ticket{TicketID} ) )
{
my $AccessOk = $Self->{TicketObject}->OwnerCheck(
TicketID => $Ticket{TicketID},
OwnerID => $Self->{UserID},
);
if ( !$AccessOk ) {
$Access = 0;
}
}
}
if ($Access) {
$Self->{LayoutObject}->Block(
Name => 'ArticleMenu',
Data => {
%Ticket, %Article, %AclAction,
Description => 'Bounce Article to a different mail address',
Name => 'Bounce',
Class => 'AsPopup PopupType_TicketAction',
Link =>
'Action=AgentTicketBounce;TicketID=$Data{"TicketID"};ArticleID=$Data{"ArticleID"}'
},
);
$Self->{LayoutObject}->Block(
Name => 'AgentArticleComBounce',
Data => { %Ticket, %Article, %AclAction },
);
}
}
}
# check if phone link (outbound) should be shown
if (
$Self->{ConfigObject}->Get('Frontend::Module')->{AgentTicketPhoneOutbound}
&& (
!defined $AclAction{AgentTicketPhoneOutbound}
|| $AclAction{AgentTicketPhoneOutbound}
)
)
{
my $Access = 1;
my $Config = $Self->{ConfigObject}->Get('Ticket::Frontend::AgentTicketPhoneOutbound');
if ( $Config->{Permission} ) {
my $OK = $Self->{TicketObject}->TicketPermission(
Type => $Config->{Permission},
TicketID => $Ticket{TicketID},
UserID => $Self->{UserID},
LogNo => 1,
);
if ( !$OK ) {
$Access = 0;
}
}
if ( $Config->{RequiredLock} ) {
my $Locked = $Self->{TicketObject}->TicketLockGet(
TicketID => $Ticket{TicketID}
);
if ($Locked) {
my $AccessOk = $Self->{TicketObject}->OwnerCheck(
TicketID => $Ticket{TicketID},
OwnerID => $Self->{UserID},
);
if ( !$AccessOk ) {
$Access = 0;
}
}
}
if ($Access) {
$Self->{LayoutObject}->Block(
Name => 'ArticleMenu',
Data => {
%Ticket, %Article, %AclAction,
Description => 'Phone Call Outbound',
Name => 'Phone Call Outbound',
Class => 'AsPopup PopupType_TicketAction',
Link => 'Action=AgentTicketPhoneOutbound;TicketID=$Data{"TicketID"}'
},
);
}
}
# check if phone link (inbound) should be shown
if (
$Self->{ConfigObject}->Get('Frontend::Module')->{AgentTicketPhoneInbound}
&& (
!defined $AclAction{AgentTicketPhoneInbound}
|| $AclAction{AgentTicketPhoneInbound}
)
)
{
my $Access = 1;
my $Config = $Self->{ConfigObject}->Get('Ticket::Frontend::AgentTicketPhoneInbound');
if ( $Config->{Permission} ) {
my $OK = $Self->{TicketObject}->TicketPermission(
Type => $Config->{Permission},
TicketID => $Ticket{TicketID},
UserID => $Self->{UserID},
LogNo => 1,
);
if ( !$OK ) {
$Access = 0;
}
}
if ( $Config->{RequiredLock} ) {
my $Locked = $Self->{TicketObject}->TicketLockGet(
TicketID => $Ticket{TicketID}
);
if ($Locked) {
my $AccessOk = $Self->{TicketObject}->OwnerCheck(
TicketID => $Ticket{TicketID},
OwnerID => $Self->{UserID},
);
if ( !$AccessOk ) {
$Access = 0;
}
}
}
if ($Access) {
$Self->{LayoutObject}->Block(
Name => 'ArticleMenu',
Data => {
%Ticket, %Article, %AclAction,
Description => 'Phone Call Inbound',
Name => 'Phone Call Inbound',
Class => 'AsPopup PopupType_TicketAction',
Link => 'Action=AgentTicketPhoneInbound;TicketID=$Data{"TicketID"}'
},
);
}
}
# check if split link should be shown
if (
$Self->{ConfigObject}->Get('Frontend::Module')->{AgentTicketPhone}
&& ( !defined $AclAction{AgentTicketPhone} || $AclAction{AgentTicketPhone} )
)
{
$Self->{LayoutObject}->Block(
Name => 'ArticleMenu',
Data => {
%Ticket, %Article, %AclAction,
Description => 'Split this article',
Name => 'Split',
Link =>
'Action=AgentTicketPhone;TicketID=$Data{"TicketID"};ArticleID=$Data{"ArticleID"};LinkTicketID=$Data{"TicketID"}'
},
);
}
# check if print link should be shown
if (
$Self->{ConfigObject}->Get('Frontend::Module')->{AgentTicketPrint}
&& ( !defined $AclAction{AgentTicketPrint} || $AclAction{AgentTicketPrint} )
)
{
my $OK = $Self->{TicketObject}->TicketPermission(
Type => 'ro',
TicketID => $Ticket{TicketID},
UserID => $Self->{UserID},
LogNo => 1,
);
if ($OK) {
$Self->{LayoutObject}->Block(
Name => 'ArticleMenu',
Data => {
%Ticket, %Article, %AclAction,
Description => 'Print this article',
Name => 'Print',
Class => 'AsPopup PopupType_TicketAction',
Link =>
'Action=AgentTicketPrint;TicketID=$Data{"TicketID"};ArticleID=$Data{"ArticleID"}'
},
);
}
}
# check if plain link should be shown
if (
$Self->{ConfigObject}->Get('Frontend::Module')->{AgentTicketPlain}
&& $Self->{ConfigObject}->Get('Ticket::Frontend::PlainView')
&& ( !defined $AclAction{AgentTicketPlain} || $AclAction{AgentTicketPlain} )
&& $Article{ArticleType} =~ /email/i
)
{
my $OK = $Self->{TicketObject}->TicketPermission(
Type => 'ro',
TicketID => $Ticket{TicketID},
UserID => $Self->{UserID},
LogNo => 1,
);
if ($OK) {
my $Link
= 'Action=AgentTicketPlain;TicketID=$Data{"TicketID"};ArticleID=$Data{"ArticleID"}';
$Self->{LayoutObject}->Block(
Name => 'ArticleMenu',
Data => {
%Ticket, %Article, %AclAction,
Description => 'View the source for this Article',
Name => 'Plain Format',
Class => 'AsPopup PopupType_TicketAction',
Link => $Link,
},
);
}
}
# do some strips && quoting
KEY:
for my $Key (qw(From To Cc)) {
next KEY if !$Article{$Key};
$Self->{LayoutObject}->Block(
Name => 'RowRecipient',
Data => {
Key => $Key,
Value => $Article{$Key},
Realname => $Article{ $Key . 'Realname' },
},
);
}
# show accounted article time
if (
$Self->{ConfigObject}->Get('Ticket::ZoomTimeDisplay')
&& $Self->{ConfigObject}->Get('Ticket::Frontend::AccountTime')
)
{
my $ArticleTime = $Self->{TicketObject}->ArticleAccountedTimeGet(
ArticleID => $Article{ArticleID}
);
$Self->{LayoutObject}->Block(
Name => 'ArticleAccountedTime',
Data => {
Key => 'Time',
Value => $ArticleTime,
},
);
}
# get the dynamic fields for article object
my $DynamicField = $Self->{DynamicFieldObject}->DynamicFieldListGet(
Valid => 1,
ObjectType => ['Article'],
FieldFilter => $Self->{DynamicFieldFilter} || {},
);
# cycle trough the activated Dynamic Fields
DYNAMICFIELD:
for my $DynamicFieldConfig ( @{$DynamicField} ) {
next DYNAMICFIELD if !IsHashRefWithData($DynamicFieldConfig);
my $Value = $Self->{BackendObject}->ValueGet(
DynamicFieldConfig => $DynamicFieldConfig,
ObjectID => $Article{ArticleID},
);
next if !$Value;
next if $Value eq '';
# get print string for this dynamic field
my $ValueStrg = $Self->{BackendObject}->DisplayValueRender(
DynamicFieldConfig => $DynamicFieldConfig,
Value => $Value,
ValueMaxChars => 160,
LayoutObject => $Self->{LayoutObject},
);
my $Label = $DynamicFieldConfig->{Label};
$Self->{LayoutObject}->Block(
Name => 'ArticleDynamicField',
Data => {
Label => $Label,
},
);
if ( $ValueStrg->{Link} ) {
# output link element
$Self->{LayoutObject}->Block(
Name => 'ArticleDynamicFieldLink',
Data => {
Value => $ValueStrg->{Value},
Title => $ValueStrg->{Title},
Link => $ValueStrg->{Link},
$DynamicFieldConfig->{Name} => $ValueStrg->{Title}
},
);
}
else {
# output non link element
$Self->{LayoutObject}->Block(
Name => 'ArticleDynamicFieldPlain',
Data => {
Value => $ValueStrg->{Value},
Title => $ValueStrg->{Title},
},
);
}
# example of dynamic fields order customization
$Self->{LayoutObject}->Block(
Name => 'ArticleDynamicField' . $DynamicFieldConfig->{Name},
Data => {
Label => $Label,
Value => $ValueStrg->{Value},
Title => $ValueStrg->{Title},
},
);
if ( $ValueStrg->{Link} ) {
# output link element
$Self->{LayoutObject}->Block(
Name => 'ArticleDynamicField' . $DynamicFieldConfig->{Name} . 'Link',
Data => {
Value => $ValueStrg->{Value},
Title => $ValueStrg->{Title},
Link => $ValueStrg->{Link},
$DynamicFieldConfig->{Name} => $ValueStrg->{Title}
},
);
}
else {
# output non link element
$Self->{LayoutObject}->Block(
Name => 'ArticleDynamicField' . $DynamicFieldConfig->{Name} . 'Plain',
Data => {
Value => $ValueStrg->{Value},
Title => $ValueStrg->{Title},
},
);
}
}
# run article view modules
my $Config = $Self->{ConfigObject}->Get('Ticket::Frontend::ArticleViewModule');
if ( ref $Config eq 'HASH' ) {
my %Jobs = %{$Config};
for my $Job ( sort keys %Jobs ) {
# load module
if ( !$Self->{MainObject}->Require( $Jobs{$Job}->{Module} ) ) {
return $Self->{LayoutObject}->ErrorScreen();
}
my $Object = $Jobs{$Job}->{Module}->new(
%{$Self},
TicketID => $Self->{TicketID},
ArticleID => $Article{ArticleID},
);
# run module
my @Data = $Object->Check( Article => \%Article, %Ticket, Config => $Jobs{$Job} );
for my $DataRef (@Data) {
if ( !$DataRef->{Successful} ) {
$DataRef->{Result} = 'Error';
}
else {
$DataRef->{Result} = 'Notice';
}
$Self->{LayoutObject}->Block(
Name => 'ArticleOption',
Data => $DataRef,
);
for my $Warning ( @{ $DataRef->{Warnings} } ) {
$Self->{LayoutObject}->Block(
Name => 'ArticleOption',
Data => $Warning,
);
}
}
# filter option
$Object->Filter( Article => \%Article, %Ticket, Config => $Jobs{$Job} );
}
}
%Article = $Self->{TicketObject}->ArticleGet(
ArticleID => $Article{ArticleID},
DynamicFields => 0,
);
# get attachment index (without attachments)
my %AtmIndex = $Self->{TicketObject}->ArticleAttachmentIndex(
ArticleID => $Article{ArticleID},
StripPlainBodyAsAttachment => $Self->{StripPlainBodyAsAttachment},
Article => \%Article,
UserID => $Self->{UserID},
);
$Article{Atms} = \%AtmIndex;
# add block for attachments
if ( $Article{Atms} && %{ $Article{Atms} } ) {
my %AtmIndex = %{ $Article{Atms} };
$Self->{LayoutObject}->Block(
Name => 'ArticleAttachment',
Data => {},
);
my $Config = $Self->{ConfigObject}->Get('Ticket::Frontend::ArticleAttachmentModule');
ATTACHMENT:
for my $FileID ( sort keys %AtmIndex ) {
my %File = %{ $AtmIndex{$FileID} };
$Self->{LayoutObject}->Block(
Name => 'ArticleAttachmentRow',
Data => \%File,
);
# run article attachment modules
next ATTACHMENT if ref $Config ne 'HASH';
my %Jobs = %{$Config};
JOB:
for my $Job ( sort keys %Jobs ) {
# load module
if ( !$Self->{MainObject}->Require( $Jobs{$Job}->{Module} ) ) {
return $Self->{LayoutObject}->ErrorScreen();
}
my $Object = $Jobs{$Job}->{Module}->new(
%{$Self},
TicketID => $Self->{TicketID},
ArticleID => $Article{ArticleID},
);
# run module
my %Data = $Object->Run(
File => {
%File,
FileID => $FileID,
},
Article => \%Article,
);
# check for the display of the filesize
if ( $Job eq '2-HTML-Viewer' && !%Data ) {
$Data{DataFileSize} = ", " . $File{Filesize};
}
elsif ( $Job eq '2-HTML-Viewer' && %Data ) {
$Data{DataFileSize} = ", " . $Data{Filesize};
}
$Self->{LayoutObject}->Block(
Name => $Data{Block} || 'ArticleAttachmentRowLink',
Data => {%Data},
);
}
}
}
# show body as html or plain text
my $ViewMode = 'BodyHTML';
# in case show plain article body (if no html body as attachment exists of if rich
# text is not enabled)
if ( !$Self->{RichText} || !$Article{AttachmentIDOfHTMLBody} ) {
$ViewMode = 'BodyPlain';
# remember plain body for further processing by ArticleViewModules
$Article{BodyPlain} = $Article{Body};
# html quoting
$Article{Body} = $Self->{LayoutObject}->Ascii2Html(
NewLine => $Self->{ConfigObject}->Get('DefaultViewNewLine'),
Text => $Article{Body},
VMax => $Self->{ConfigObject}->Get('DefaultViewLines') || 5000,
HTMLResultMode => 1,
LinkFeature => 1,
);
# do charset check
if ( my $CharsetText = $Self->{LayoutObject}->CheckCharset( %Ticket, %Article ) ) {
$Article{BodyNote} = $CharsetText;
}
}
# show body
# Create a reference to an anonymous copy of %Article and pass it to
# the LayoutObject, because %Article may be modified afterwards.
$Self->{LayoutObject}->Block(
Name => $ViewMode,
Data => {%Article},
);
# restore plain body for further processing by ArticleViewModules
if ( !$Self->{RichText} || !$Article{AttachmentIDOfHTMLBody} ) {
$Article{Body} = $Article{BodyPlain};
}
# return output
return $Self->{LayoutObject}->Output(
TemplateFile => 'AgentTicketZoom',
Data => { %Param, %Ticket, %AclAction },
);
}
1;
Was mache ich falsch?