Queue-Ansicht Kunden-Telefonnummer

beastmoar · Post by **beastmoar** » 01 Feb 2013, 11:22

Guten Morgen,

ich würde gerne in der Queue-Ansicht L die Kunden-Telefonnummer noch mit anzeigen lassen, geht das??

Grüße Alex

beastmoar · Post by **beastmoar** » 27 Mar 2013, 17:22

Kann keiner helfen? Anbei ein Foto, ich hätte es gerne unter Kundennummer...

Grüße
Alex

reneeb · Post by **reneeb** » 29 Mar 2013, 17:36

Dazu musst Du die Kernel/Output/HTML/Standard/AgentTicketOverviewPreview.dtl anpassen.

beastmoar · Post by **beastmoar** » 02 Apr 2013, 13:21

Hi,

ah cool danke dir! Kannst du mir noch sagen was ich angeben muss für Feld wenn ich Telefon aus LDAP hole? Dachte Feld UserPhone, aber irgendwie bekomme ich es nicht angezeigt

<label>$Text{"Telefon"}</label><div title="$QData{"UserPhone"} ($QData{"UserPhone"})">$QData{"UserPhone","15"} </div>

Grüße
Alex

reneeb · Post by **reneeb** » 02 Apr 2013, 14:06

Was hast Du denn in der "Map" in der Konfiguration des LDAP-Backends angegeben?

beastmoar · Post by **beastmoar** » 02 Apr 2013, 14:24

[ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ],

Grüße
Alex

beastmoar · Post by **beastmoar** » 04 Apr 2013, 14:42

Ich hab jetzt alles durchprobiert aber habs nicht geschafft

kann mir nochmal jemand helfen?

Grüße
Alex

reneeb · Post by **reneeb** » 04 Apr 2013, 15:05

Ich habe gerade nachgeschaut. Du müsstest die Datei Kernel/Output/HTML/TicketOverviewPreview.pm ändern. Dort gibt es eine Code-Zeile

Code: Select all

    if ( defined $Article{CustomerID} ) {

. Innerhalb des if-Blocks musst Du die Kundendaten holen und bei

Code: Select all

        $Self->{LayoutObject}->Block(
            Name => $CustomerIDBlock,
            Data => { %Param, %Article },
        );

mit übergeben. Im Template musst Du dann noch den Wert abgreifen.

beastmoar · Post by **beastmoar** » 05 Apr 2013, 07:35

sobald ich da was zusätzlich einfüge krieg ich immer error in otrs

glaub ich check das nicht wie du das meinst...

reneeb · Post by **reneeb** » 05 Apr 2013, 11:24

Alt:

Code: Select all

   # CustomerID and CustomerName
    if ( defined $Article{CustomerID} ) {
        $Self->{LayoutObject}->Block(
            Name => 'CustomerID',
            Data => { %Param, %Article },
        );

        # test access to frontend module
        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 => $Param{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 => { %Param, %Article },
        );

        if ( defined $Article{CustomerName} ) {
            $Self->{LayoutObject}->Block(
                Name => 'CustomerName',
                Data => { %Param, %Article },
            );
        }
    }

Neu

Code: Select all

   # CustomerID and CustomerName
    if ( defined $Article{CustomerID} ) {
        $Self->{LayoutObject}->Block(
            Name => 'CustomerID',
            Data => { %Param, %Article },
        );

        # test access to frontend module
        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 => $Param{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 => { %Param, %Article },
        );

        ### -----------   Ab hier neu ----------------- ###
        my %Customer = $Self->{CustomerUser}->CustomerUserDataGet(
            User => $Article{CustomerUserID},
        );
        ### -----------   Ab hier neu ----------------- ###

        if ( defined $Article{CustomerName} ) {
            $Self->{LayoutObject}->Block(
                Name => 'CustomerName',
                Data => { %Param, %Article, %Customer }, # <- hier noch kleine Änderung
            );
        }
    }

(ungetestet)

Edit: %User -> %Customer

beastmoar · Post by **beastmoar** » 16 Apr 2013, 10:15

ich habs irgendwie nicht hinbekommen

Grüße
Alex

reneeb · Post by **reneeb** » 16 Apr 2013, 13:35

Das heißt? Gibt es Fehlermeldungen? Wird die Telefonnummer einfach nicht angezeigt?

beastmoar · Post by **beastmoar** » 16 Apr 2013, 14:02

The server encountered an internal error or misconfiguration and was unable to complete your request.
Please contact the server administrator, webmaster@somenet.com and inform them of the time the error occurred, and anything you might have done that may have caused the error.
More information about this error may be available in the server error log.

Hab das jetzt in der TicketOverviewPreview:

# define proper DTL block based on permissions
my $CustomerIDBlock = $Access ? 'CustomerIDRW' : 'CustomerIDRO';

$Self->{LayoutObject}->Block(
Name => $CustomerIDBlock,
Data => { %Param, %Article },
);
### ----------- Ab hier neu ----------------- ###
my %Customer = $Self->{CustomerUser}->CustomerUserDataGet(
User => $Article{CustomerUserID},
);
### ----------- Ab hier neu ----------------- ###
if ( defined $Article{CustomerName} ) {
$Self->{LayoutObject}->Block(
Name => 'CustomerName',
Data => { %Param, %Article },
);
}
}
Hab ich irgendwas vergessen?

reneeb · Post by **reneeb** » 16 Apr 2013, 14:45

Du hast auf jeden Fall noch diese Änderung vergessen:

Code: Select all

Data => { %Param, %Article, %Customer }, # <- hier noch kleine Änderung

Warum der Fehler kommt, kann ich bei dem kleinen Ausschnitt nicht erkennen. Kannst Du die gesamte .pm mal hier posten (und bitte benutze die

Code: Select all

-Tags - bzw. den "Code"-Button über dem Eingabefeld)?

beastmoar · Post by **beastmoar** » 16 Apr 2013, 15:03

Code: Select all

# --
# Kernel/Output/HTML/TicketOverviewPreview.pm
# Copyright (C) 2001-2012 xxx, http://otrs.org/
# --
# $Id: TicketOverviewPreview.pm,v 1.72.2.1 2012/06/12 10:24:32 mg 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::Output::HTML::TicketOverviewPreview;

use strict;
use warnings;

use Kernel::System::CustomerUser;
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: 1.72.2.1 $) [1];

sub new {
    my ( $Type, %Param ) = @_;

    # allocate new hash for object
    my $Self = \%Param;
    bless( $Self, $Type );

    # get needed objects
    for (
        qw(ConfigObject LogObject DBObject LayoutObject UserID UserObject GroupObject TicketObject MainObject QueueObject)
        )
    {
        $Self->{$_} = $Param{$_} || die "Got no $_!";
    }

    $Self->{CustomerUserObject} = Kernel::System::CustomerUser->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::OverviewPreview")->{DynamicField};

    # get the dynamic fields for this screen
    $Self->{DynamicField} = $Self->{DynamicFieldObject}->DynamicFieldListGet(
        Valid       => 1,
        ObjectType  => ['Ticket'],
        FieldFilter => $Self->{DynamicFieldFilter} || {},
    );

    return $Self;
}

sub ActionRow {
    my ( $Self, %Param ) = @_;

    # check if bulk feature is enabled
    my $BulkFeature = 0;
    if ( $Param{Bulk} && $Self->{ConfigObject}->Get('Ticket::Frontend::BulkFeature') ) {
        my @Groups;
        if ( $Self->{ConfigObject}->Get('Ticket::Frontend::BulkFeatureGroup') ) {
            @Groups = @{ $Self->{ConfigObject}->Get('Ticket::Frontend::BulkFeatureGroup') };
        }
        if ( !@Groups ) {
            $BulkFeature = 1;
        }
        else {
            for my $Group (@Groups) {
                next if !$Self->{LayoutObject}->{"UserIsGroup[$Group]"};
                if ( $Self->{LayoutObject}->{"UserIsGroup[$Group]"} eq 'Yes' ) {
                    $BulkFeature = 1;
                    last;
                }
            }
        }
    }

    $Self->{LayoutObject}->Block(
        Name => 'DocumentActionRow',
        Data => \%Param,
    );

    if ($BulkFeature) {
        $Self->{LayoutObject}->Block(
            Name => 'DocumentActionRowBulk',
            Data => {
                %Param,
                Name => 'Bulk',
            },
        );
    }

    # init for table control
    $Self->{LayoutObject}->Block(
        Name => 'DocumentReadyStart',
        Data => \%Param,
    );

    my $Output = $Self->{LayoutObject}->Output(
        TemplateFile => 'AgentTicketOverviewPreview',
        Data         => \%Param,
    );

    return $Output;
}

sub SortOrderBar {
    my ( $Self, %Param ) = @_;
    return '';
}

sub Run {
    my ( $Self, %Param ) = @_;

    # check needed stuff
    for (qw(TicketIDs PageShown StartHit)) {
        if ( !$Param{$_} ) {
            $Self->{LogObject}->Log( Priority => 'error', Message => "Need $_!" );
            return;
        }
    }

    # check if bulk feature is enabled
    my $BulkFeature = 0;
    if ( $Param{Bulk} && $Self->{ConfigObject}->Get('Ticket::Frontend::BulkFeature') ) {
        my @Groups;
        if ( $Self->{ConfigObject}->Get('Ticket::Frontend::BulkFeatureGroup') ) {
            @Groups = @{ $Self->{ConfigObject}->Get('Ticket::Frontend::BulkFeatureGroup') };
        }
        if ( !@Groups ) {
            $BulkFeature = 1;
        }
        else {
            for my $Group (@Groups) {
                next if !$Self->{LayoutObject}->{"UserIsGroup[$Group]"};
                if ( $Self->{LayoutObject}->{"UserIsGroup[$Group]"} eq 'Yes' ) {
                    $BulkFeature = 1;
                    last;
                }
            }
        }
    }

    $Self->{LayoutObject}->Block(
        Name => 'DocumentHeader',
        Data => \%Param,
    );

    my $OutputMeta = $Self->{LayoutObject}->Output(
        TemplateFile => 'AgentTicketOverviewPreview',
        Data         => \%Param,
    );
    my $OutputRaw = '';
    if ( !$Param{Output} ) {
        $Self->{LayoutObject}->Print( Output => \$OutputMeta );
    }
    else {
        $OutputRaw .= $OutputMeta;
    }
    my $Output        = '';
    my $Counter       = 0;
    my $CounterOnSite = 0;
    my @TicketIDsShown;

    # check if there are tickets to show
    if ( scalar @{ $Param{TicketIDs} } ) {

        for my $TicketID ( @{ $Param{TicketIDs} } ) {
            $Counter++;
            if (
                $Counter >= $Param{StartHit}
                && $Counter < ( $Param{PageShown} + $Param{StartHit} )
                )
            {
                push @TicketIDsShown, $TicketID;
                my $Output = $Self->_Show(
                    TicketID => $TicketID,
                    Counter  => $CounterOnSite,
                    Bulk     => $BulkFeature,
                    Config   => $Param{Config},
                    Output   => $Param{Output} || '',
                );
                $CounterOnSite++;
                if ( !$Param{Output} ) {
                    $Self->{LayoutObject}->Print( Output => $Output );
                }
                else {
                    $OutputRaw .= ${$Output};
                }
            }
        }
    }
    else {
        $Self->{LayoutObject}->Block( Name => 'NoTicketFound' );
    }

    if ($BulkFeature) {
        $Self->{LayoutObject}->Block(
            Name => 'DocumentFooter',
            Data => \%Param,
        );
        for my $TicketID (@TicketIDsShown) {
            $Self->{LayoutObject}->Block(
                Name => 'DocumentFooterBulkItem',
                Data => \%Param,
            );
        }
        my $OutputMeta = $Self->{LayoutObject}->Output(
            TemplateFile => 'AgentTicketOverviewPreview',
            Data         => \%Param,
        );
        if ( !$Param{Output} ) {
            $Self->{LayoutObject}->Print( Output => \$OutputMeta );
        }
        else {
            $OutputRaw .= $OutputMeta;
        }
    }
    return $OutputRaw;
}

sub _Show {
    my ( $Self, %Param ) = @_;

    # check needed stuff
    if ( !$Param{TicketID} ) {
        $Self->{LogObject}->Log( Priority => 'error', Message => 'Need TicketID!' );
        return;
    }

    # check if bulk feature is enabled
    if ( $Param{Bulk} ) {
        $Self->{LayoutObject}->Block(
            Name => 'Bulk',
            Data => \%Param,
        );
    }

    # collect params for ArticleGet
    my %ArticleGetParams = (
        TicketID      => $Param{TicketID},
        UserID        => $Self->{UserID},
        DynamicFields => 0,
        Order         => 'DESC',
        Limit         => 5,
    );

    # check if certain article sender types should be excluded from preview
    my $PreviewArticleSenderTypes
        = $Self->{ConfigObject}->Get('Ticket::Frontend::Overview::PreviewArticleSenderTypes');
    my @ActiveArticleSenderTypes;
    if ( ref $PreviewArticleSenderTypes eq 'HASH' ) {
        @ActiveArticleSenderTypes
            = grep { $PreviewArticleSenderTypes->{$_} == 1 } keys %{$PreviewArticleSenderTypes};
    }

    # if a list of active article sender types has been determined, add them to params hash
    if (@ActiveArticleSenderTypes) {
        $ArticleGetParams{ArticleSenderType} = \@ActiveArticleSenderTypes;
    }

    # get last 5 articles
    my @ArticleBody = $Self->{TicketObject}->ArticleGet(
        %ArticleGetParams,
    );
    my %Article = %{ $ArticleBody[0] || {} };
    my $ArticleCount = scalar @ArticleBody;

    my %Ticket = $Self->{TicketObject}->TicketGet(
        TicketID      => $Param{TicketID},
        DynamicFields => 0,
    );

    # Fallback for tickets without articles: get at least basic ticket data
    if ( !%Article ) {
        %Article = %Ticket;
    }

    # user info
    my %UserInfo = $Self->{UserObject}->GetUserData(
        UserID => $Article{OwnerID},
    );
    %Article = ( %UserInfo, %Article );

    # create human age
    $Article{Age} = $Self->{LayoutObject}->CustomerAge( Age => $Article{Age}, Space => ' ' );

    # fetch all std. responses ...
    my %StandardResponses
        = $Self->{QueueObject}->GetStandardResponses( QueueID => $Article{QueueID} );

    $Param{StandardResponsesStrg} = $Self->{LayoutObject}->BuildSelection(
        Name => 'ResponseID',
        Data => \%StandardResponses,
    );

    # customer info
    if ( $Param{Config}->{CustomerInfo} ) {
        if ( $Article{CustomerUserID} ) {
            $Article{CustomerName} = $Self->{CustomerUserObject}->CustomerName(
                UserLogin => $Article{CustomerUserID},
            );
        }
    }

    # get acl actions
    $Self->{TicketObject}->TicketAcl(
        Data          => '-',
        Action        => $Self->{Action},
        TicketID      => $Article{TicketID},
        ReturnType    => 'Action',
        ReturnSubType => '-',
        UserID        => $Self->{UserID},
    );
    my %AclAction = $Self->{TicketObject}->TicketAclActionData();

    # run ticket pre menu modules
    my @ActionItems;
    if ( ref $Self->{ConfigObject}->Get('Ticket::Frontend::PreMenuModule') eq 'HASH' ) {
        my %Menus = %{ $Self->{ConfigObject}->Get('Ticket::Frontend::PreMenuModule') };
        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 => $Param{TicketID}, );

            # run module
            my $Item = $Object->Run(
                %Param,
                Ticket => \%Article,
                ACL    => \%AclAction,
                Config => $Menus{$Menu},
            );

            next if !$Item;
            next if ref $Item ne 'HASH';
            for my $Key (qw(Name Link Description)) {
                next if !$Item->{$Key};
                $Item->{$Key} = $Self->{LayoutObject}->Output(
                    Template => $Item->{$Key},
                    Data     => \%Article,
                );
            }

            # add session id if needed
            if ( !$Self->{LayoutObject}->{SessionIDCookie} && $Item->{Link} ) {
                $Item->{Link}
                    .= ';'
                    . $Self->{LayoutObject}->{SessionName} . '='
                    . $Self->{LayoutObject}->{SessionID};
            }

            # create id
            $Item->{ID} = $Item->{Name};
            $Item->{ID} =~ s/(\s|&|;)//ig;

            $Self->{LayoutObject}->Block(
                Name => $Item->{Block} || 'DocumentMenuItem',
                Data => $Item,
            );
            my $Output = $Self->{LayoutObject}->Output(
                TemplateFile => 'AgentTicketOverviewPreview',
                Data         => $Item,
            );
            $Output =~ s/\n+//g;
            $Output =~ s/\s+/ /g;
            $Output =~ s/<\!--.+?-->//g;

            push @ActionItems, {
                HTML        => $Output,
                ID          => $Item->{ID},
                Name        => $Self->{LayoutObject}->{LanguageObject}->Get( $Item->{Name} ),
                Link        => $Self->{LayoutObject}->{Baselink} . $Item->{Link},
                Target      => $Item->{Target},
                PopupType   => $Item->{PopupType},
                Description => $Item->{Description},
                Block       => $Item->{Block} || 'DocumentMenuItem',

            };
        }
    }

    my $AdditionalClasses = $Param{Config}->{TicketActionsPerTicket} ? 'ShowInlineActions' : '';

    $Self->{LayoutObject}->Block(
        Name => 'DocumentContent',
        Data => {
            %Param,
            %Article,
            Class             => 'ArticleCount' . $ArticleCount,
            AdditionalClasses => $AdditionalClasses,
            Created           => $Ticket{Created},              # use value from ticket, not article
        },
    );

    # if "Actions per Ticket" (Inline Action Row) is active
    if ( $Param{Config}->{TicketActionsPerTicket} ) {
        $Self->{LayoutObject}->Block(
            Name => 'InlineActionRow',
            Data => \%Param,
        );

        # Add list entries for every action
        for my $Item (@ActionItems) {
            my $Link = $Item->{Link};
            if ( $Item->{Target} ) {
                $Link = '#';
            }

            my $Class = '';
            if ( $Item->{PopupType} ) {
                $Class = 'AsPopup PopupType_' . $Item->{PopupType};
            }

            if ( $Item->{Block} eq 'DocumentMenuItem' ) {
                $Self->{LayoutObject}->Block(
                    Name => 'InlineActionRowItem',
                    Data => {
                        TicketID    => $Param{TicketID},
                        QueueID     => $Article{QueueID},
                        ID          => $Item->{ID},
                        Name        => $Item->{Name},
                        Description => $Item->{Description},
                        Class       => $Class,
                        Link        => $Link,
                    },
                );
            }
            else {
                my $TicketID   = $Param{TicketID};
                my $SelectHTML = $Item->{HTML};
                $SelectHTML =~ s/id="DestQueueID"/id="DestQueueID$TicketID"/xmig;
                $SelectHTML =~ s/for="DestQueueID"/for="DestQueueID$TicketID"/xmig;
                $Self->{LayoutObject}->Block(
                    Name => 'InlineActionRowItemHTML',
                    Data => {
                        HTML => $SelectHTML,
                    },
                );
            }
        }
    }

    # check if bulk feature is enabled
    if ( $Param{Bulk} ) {
        $Self->{LayoutObject}->Block(
            Name => 'Bulk',
            Data => \%Param,
        );
    }

    # show ticket flags
    my @TicketMetaItems = $Self->{LayoutObject}->TicketMetaItems(
        Ticket => \%Article,
    );
    for my $Item (@TicketMetaItems) {
        $Self->{LayoutObject}->Block(
            Name => 'Meta',
            Data => $Item,
        );
        if ($Item) {
            $Self->{LayoutObject}->Block(
                Name => 'MetaIcon',
                Data => $Item,
            );
        }
    }

    # run article modules
    if ( $Article{ArticleID} ) {
        if ( ref $Self->{ConfigObject}->Get('Ticket::Frontend::ArticlePreViewModule') eq 'HASH' ) {
            my %Jobs = %{ $Self->{ConfigObject}->Get('Ticket::Frontend::ArticlePreViewModule') };
            for my $Job ( sort keys %Jobs ) {

                # load module
                if ( !$Self->{MainObject}->Require( $Jobs{$Job}->{Module} ) ) {
                    return $Self->{LayoutObject}->FatalError();
                }
                my $Object = $Jobs{$Job}->{Module}->new(
                    %{$Self},
                    ArticleID => $Article{ArticleID},
                    UserID    => $Self->{UserID},
                    Debug     => $Self->{Debug},
                );

                # run module
                my @Data = $Object->Check( Article => \%Article, %Param, Config => $Jobs{$Job} );

                for my $DataRef (@Data) {
                    if ( $DataRef->{Successful} ) {
                        $DataRef->{Result} = 'Error';
                    }
                    else {
                        $DataRef->{Result} = 'Success';
                    }

                    $Self->{LayoutObject}->Block(
                        Name => 'ArticleOption',
                        Data => $DataRef,
                    );
                }

                # filter option
                $Object->Filter( Article => \%Article, %Param, Config => $Jobs{$Job} );
            }
        }
    }

    # create output
    $Self->{LayoutObject}->Block(
        Name => 'AgentAnswer',
        Data => { %Param, %Article, %AclAction },
    );
    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}->Permission(
                Type     => $Config->{Permission},
                TicketID => $Param{TicketID},
                UserID   => $Self->{UserID},
                LogNo    => 1,
            );
            if ( !$Ok ) {
                $Access = 0;
            }
            if ($Access) {
                $Self->{LayoutObject}->Block(
                    Name => 'AgentAnswerCompose',
                    Data => { %Param, %Article, %AclAction },
                );
            }
        }
    }
    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}->Permission(
                Type     => $Config->{Permission},
                TicketID => $Param{TicketID},
                UserID   => $Self->{UserID},
                LogNo    => 1,
            );
            if ( !$OK ) {
                $Access = 0;
            }
        }
        if ($Access) {
            $Self->{LayoutObject}->Block(
                Name => 'AgentAnswerPhoneOutbound',
                Data => { %Param, %Article, %AclAction },
            );
        }
    }

    # ticket type
    if ( $Self->{ConfigObject}->Get('Ticket::Type') ) {
        $Self->{LayoutObject}->Block(
            Name => 'Type',
            Data => { %Param, %Article },
        );
    }

    # ticket service
    if ( $Self->{ConfigObject}->Get('Ticket::Service') && $Article{Service} ) {
        $Self->{LayoutObject}->Block(
            Name => 'Service',
            Data => { %Param, %Article },
        );
        if ( $Article{SLA} ) {
            $Self->{LayoutObject}->Block(
                Name => 'SLA',
                Data => { %Param, %Article },
            );
        }
    }

    # CustomerID and CustomerName
    if ( defined $Article{CustomerID} ) {
        $Self->{LayoutObject}->Block(
            Name => 'CustomerID',
            Data => { %Param, %Article },
        );



        # test access to frontend module
        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 => $Param{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 => { %Param, %Article, %Customer },
        );
        ### ----------- Ab hier neu ----------------- ###
my %Customer = $Self->{CustomerUser}->CustomerUserDataGet(
User => $Article{CustomerUserID},
);
### ----------- Ab hier neu ----------------- ###
        if ( defined $Article{CustomerName} ) {
            $Self->{LayoutObject}->Block(
                Name => 'CustomerName',
                Data => { %Param, %Article, %Customer },
            );
        }
    }

    # show first response time if needed
    if ( defined $Article{FirstResponseTime} ) {
        $Article{FirstResponseTimeHuman} = $Self->{LayoutObject}->CustomerAgeInHours(
            Age   => $Article{FirstResponseTime},
            Space => ' ',
        );
        $Article{FirstResponseTimeWorkingTime} = $Self->{LayoutObject}->CustomerAgeInHours(
            Age   => $Article{FirstResponseTimeWorkingTime},
            Space => ' ',
        );
        if ( 60 * 60 * 1 > $Article{FirstResponseTime} ) {
            $Article{FirstResponseTimeClass} = 'Warning'
        }
        $Self->{LayoutObject}->Block(
            Name => 'FirstResponseTime',
            Data => { %Param, %Article },
        );
    }

    # show update time if needed
    if ( defined $Article{UpdateTime} ) {
        $Article{UpdateTimeHuman} = $Self->{LayoutObject}->CustomerAgeInHours(
            Age   => $Article{UpdateTime},
            Space => ' ',
        );
        $Article{UpdateTimeWorkingTime} = $Self->{LayoutObject}->CustomerAgeInHours(
            Age   => $Article{UpdateTimeWorkingTime},
            Space => ' ',
        );
        if ( 60 * 60 * 1 > $Article{UpdateTime} ) {
            $Article{UpdateTimeClass} = 'Warning'
        }
        $Self->{LayoutObject}->Block(
            Name => 'UpdateTime',
            Data => { %Param, %Article },
        );
    }

    # show solution time if needed
    if ( defined $Article{SolutionTime} ) {
        $Article{SolutionTimeHuman} = $Self->{LayoutObject}->CustomerAgeInHours(
            Age   => $Article{SolutionTime},
            Space => ' ',
        );
        $Article{SolutionTimeWorkingTime} = $Self->{LayoutObject}->CustomerAgeInHours(
            Age   => $Article{SolutionTimeWorkingTime},
            Space => ' ',
        );
        if ( 60 * 60 * 1 > $Article{SolutionTime} ) {
            $Article{SolutionTimeClass} = 'Warning'
        }
        $Self->{LayoutObject}->Block(
            Name => 'SolutionTime',
            Data => { %Param, %Article },
        );
    }

    # Dynamic fields
    my $Counter = 0;
    my $Class   = 'Middle';

    # cycle trough the activated Dynamic Fields for this screen
    DYNAMICFIELD:
    for my $DynamicFieldConfig ( @{ $Self->{DynamicField} } ) {
        next DYNAMICFIELD if !IsHashRefWithData($DynamicFieldConfig);

        $Counter++;

        # get field value
        my $Value = $Self->{BackendObject}->ValueGet(
            DynamicFieldConfig => $DynamicFieldConfig,
            ObjectID           => $Param{TicketID},
        );

        next DYNAMICFIELD if ( !defined $Value );

        my $ValueStrg = $Self->{BackendObject}->DisplayValueRender(
            DynamicFieldConfig => $DynamicFieldConfig,
            Value              => $Value,
            ValueMaxChars      => 20,
            LayoutObject       => $Self->{LayoutObject},
        );

        my $Label = $DynamicFieldConfig->{Label};

        # create a new row if counter is starting
        if ( $Counter == 1 ) {
            $Self->{LayoutObject}->Block(
                Name => 'DynamicFieldTableRow',
                Data => {
                    Class => $Class,
                },
            );
        }

        # display separation row just once
        $Class = '';

        # outout dynamic field label
        $Self->{LayoutObject}->Block(
            Name => 'DynamicFieldTableRowRecord',
            Data => {
                Label => $Label,
            },
        );

        if ( $ValueStrg->{Link} ) {

            # outout dynamic field value link
            $Self->{LayoutObject}->Block(
                Name => 'DynamicFieldTableRowRecordLink',
                Data => {
                    Value                       => $ValueStrg->{Value},
                    Title                       => $ValueStrg->{Title},
                    Link                        => $ValueStrg->{Link},
                    $DynamicFieldConfig->{Name} => $ValueStrg->{Title},
                },
            );
        }
        else {

            # outout dynamic field value plain
            $Self->{LayoutObject}->Block(
                Name => 'DynamicFieldTableRowRecordPlain',
                Data => {
                    Value => $ValueStrg->{Value},
                    Title => $ValueStrg->{Title},
                },
            );
        }

        # only 2 dynamic fields by row are allowed, reset couter if needed
        if ( $Counter == 2 ) {
            $Counter = 0;
        }

        # example of dynamic fields order customization
        # outout dynamic field label
        $Self->{LayoutObject}->Block(
            Name => 'DynamicField_' . $DynamicFieldConfig->{Name} . '_TableRowRecord',
            Data => {
                Label => $Label,
            },
        );

        if ( $ValueStrg->{Link} ) {

            # outout dynamic field value link
            $Self->{LayoutObject}->Block(
                Name => 'DynamicField_' . $DynamicFieldConfig->{Name} . '_TableRowRecordLink',
                Data => {
                    Value                       => $ValueStrg->{Value},
                    Title                       => $ValueStrg->{Title},
                    Link                        => $ValueStrg->{Link},
                    $DynamicFieldConfig->{Name} => $ValueStrg->{Title},
                },
            );
        }
        else {

            # outout dynamic field value plain
            $Self->{LayoutObject}->Block(
                Name => 'DynamicField_' . $DynamicFieldConfig->{Name} . '_TableRowRecordPlain',
                Data => {
                    Value => $ValueStrg->{Value},
                    Title => $ValueStrg->{Title},
                },
            );
        }
    }

    # fill the rest of the Dynamic Fields row with empty cells, this will look better
    if ( $Counter > 0 && $Counter < 2 ) {

        for ( $Counter + 1 ... 2 ) {

            # outout dynamic field label
            $Self->{LayoutObject}->Block(
                Name => 'DynamicFieldTableRowRecord',
                Data => {
                    Label => '',
                },
            );

            # outout dynamic field value plain
            $Self->{LayoutObject}->Block(
                Name => 'DynamicFieldTableRowRecordPlain',
                Data => {
                    Value => '',
                    Title => '',
                },
            );
        }
    }

    if (@ArticleBody) {

        # check if a certain article type should be displayed as expanded
        my $PreviewArticleTypeExpanded
            = $Self->{ConfigObject}->Get('Ticket::Frontend::Overview::PreviewArticleTypeExpanded')
            || '';

        # if a certain article type should be shown as expanded, set the
        # last article of this type as active
        if ($PreviewArticleTypeExpanded) {

            my $ClassCount = 0;
            for my $ArticleItem (@ArticleBody) {
                next if !$ArticleItem;

                # check if current article type should be shown as expanded
                if ( $ArticleItem->{ArticleType} eq $PreviewArticleTypeExpanded ) {
                    $ArticleItem->{Class} = 'Active';
                    last;
                }

                # otherwise display the last article in the list as expanded (default)
                elsif ( $ClassCount == $#ArticleBody ) {
                    $ArticleBody[0]->{Class} = 'Active';
                }
                $ClassCount++;
            }
        }

        # otherwise display the last article in the list as expanded (default)
        else {
            $ArticleBody[0]->{Class} = 'Active';
        }

        $Self->{LayoutObject}->Block(
            Name => 'ArticlesPreviewArea',
            Data => { %Param, %Article, %AclAction },
        );
    }

    # show inline article
    for my $ArticleItem ( reverse @ArticleBody ) {

        # check if just a only html email
        my $MimeTypeText = $Self->{LayoutObject}->CheckMimeType(
            %{$ArticleItem},
            Action => 'AgentTicketZoom',
        );
        if ($MimeTypeText) {
            $ArticleItem->{BodyNote} = $MimeTypeText;
            $ArticleItem->{Body}     = '';
        }
        else {

            # html quoting
            $ArticleItem->{Body} = $Self->{LayoutObject}->Ascii2Html(
                NewLine => $Param{Config}->{DefaultViewNewLine}  || 90,
                Text    => $ArticleItem->{Body},
                VMax    => $Param{Config}->{DefaultPreViewLines} || 25,
                LinkFeature     => 1,
                HTMLResultMode  => 1,
                StripEmptyLines => $Param{Config}->{StripEmptyLines},
            );

            # do charset check
            my $CharsetText = $Self->{LayoutObject}->CheckCharset(
                %{$ArticleItem},
                Action => 'AgentTicketZoom',
            );
            if ($CharsetText) {
                $ArticleItem->{BodyNote} = $CharsetText;
            }
        }

        $ArticleItem->{Subject} = $Self->{TicketObject}->TicketSubjectClean(
            TicketNumber => $ArticleItem->{TicketNumber},
            Subject => $ArticleItem->{Subject} || '',
        );

        $Self->{LayoutObject}->Block(
            Name => 'ArticlePreview',
            Data => {
                %{$ArticleItem},
                Class => $ArticleItem->{Class},
            },
        );

        # show actions
        if ( $ArticleItem->{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}->Permission(
                        Type     => $Config->{Permission},
                        TicketID => $Article{TicketID},
                        UserID   => $Self->{UserID},
                        LogNo    => 1,
                    );
                    if ( !$Ok ) {
                        $Access = 0;
                    }
                }
                if ( $Config->{RequiredLock} ) {
                    my $Locked = $Self->{TicketObject}->LockIsTicketLocked(
                        TicketID => $Article{TicketID},
                    );
                    if ($Locked) {
                        my $AccessOk = $Self->{TicketObject}->OwnerCheck(
                            TicketID => $Article{TicketID},
                            OwnerID  => $Self->{UserID},
                        );
                        if ( !$AccessOk ) {
                            $Access = 0;
                        }
                    }
                }
                if ( $Access && !$Param{Output} ) {
                    $Self->{LayoutObject}->Block(
                        Name => 'ArticlePreviewActionRow',
                        Data => {
                            %{$ArticleItem}, %AclAction,
                        },
                    );

                    # fetch all std. responses
                    my %StandardResponses = $Self->{QueueObject}->GetStandardResponses(
                        QueueID => $Article{QueueID},
                    );

                    # get StandardResponsesStrg
                    $StandardResponses{0}
                        = '- ' . $Self->{LayoutObject}->{LanguageObject}->Get('Reply') . ' -';

                    # build html string
                    my $StandardResponsesStrg = $Self->{LayoutObject}->BuildSelection(
                        Name => 'ResponseID',
                        ID   => 'ResponseID' . $ArticleItem->{ArticleID},
                        Data => \%StandardResponses,
                    );

                    $Self->{LayoutObject}->Block(
                        Name => 'ArticlePreviewActionRowItem',
                        Data => {
                            %{$ArticleItem},
                            StandardResponsesStrg => $StandardResponsesStrg,
                            Name                  => 'Reply',
                            Class                 => 'AsPopup',
                            Action                => 'AgentTicketCompose',
                            FormID                => 'Reply' . $ArticleItem->{ArticleID},
                        },
                    );

                    # check if reply all is needed
                    my $Recipients = '';
                    for my $Key (qw(From To Cc)) {
                        next if !$ArticleItem->{$Key};
                        if ($Recipients) {
                            $Recipients .= ', ';
                        }
                        $Recipients .= $ArticleItem->{$Key};
                    }
                    my $RecipientCount = 0;
                    if ($Recipients) {
                        my $EmailParser = Kernel::System::EmailParser->new(
                            %{$Self},
                            Mode => 'Standalone',
                        );
                        my @Addresses = $EmailParser->SplitAddressLine( Line => $Recipients );
                        for my $Address (@Addresses) {
                            my $Email = $EmailParser->GetEmailAddress( Email => $Address );
                            next if !$Email;
                            my $IsLocal = $Self->{SystemAddress}->SystemAddressIsLocalAddress(
                                Address => $Email,
                            );
                            next if $IsLocal;
                            $RecipientCount++;
                        }
                    }
                    if ( $RecipientCount > 1 ) {

                        # get StandardResponsesStrg
                        $StandardResponses{0}
                            = '- '
                            . $Self->{LayoutObject}->{LanguageObject}->Get('Reply All') . ' -';
                        $StandardResponsesStrg = $Self->{LayoutObject}->BuildSelection(
                            Name => 'ResponseID',
                            ID   => 'ResponseIDAll' . $ArticleItem->{ArticleID},
                            Data => \%StandardResponses,
                        );

                        $Self->{LayoutObject}->Block(
                            Name => 'ArticlePreviewActionRowItem',
                            Data => {
                                %{$ArticleItem},
                                StandardResponsesStrg => $StandardResponsesStrg,
                                Name                  => 'Reply All',
                                Class                 => 'AsPopup',
                                Action                => 'AgentTicketCompose',
                                FormID                => 'ReplyAll' . $ArticleItem->{ArticleID},
                                ReplyAll              => 1,
                            },
                        );
                    }
                }
            }
        }
    }

    # add action items as js
    if ( @ActionItems && !$Param{Config}->{TicketActionsPerTicket} ) {
        my $JSON = $Self->{LayoutObject}->JSONEncode(
            Data => \@ActionItems,
        );

        $Self->{LayoutObject}->Block(
            Name => 'DocumentReadyActionRowAdd',
            Data => {
                TicketID => $Param{TicketID},
                Data     => $JSON,
            },
        );
    }

    # create & return output
    my $Output = $Self->{LayoutObject}->Output(
        TemplateFile => 'AgentTicketOverviewPreview',
        Data         => {
            %Param,
            %Article,
            %AclAction,
        },
    );
    return \$Output;
}
1;

reneeb · Post by **reneeb** » 17 Apr 2013, 00:32

Code: Select all

        $Self->{LayoutObject}->Block(
            Name => $CustomerIDBlock,
            Data => { %Param, %Article, %Customer },
        );
        ### ----------- Ab hier neu ----------------- ###
my %Customer = $Self->{CustomerUser}->CustomerUserDataGet(
User => $Article{CustomerUserID},
);
### ----------- Ab hier neu ----------------- ###
        if ( defined $Article{CustomerName} ) {
            $Self->{LayoutObject}->Block(
                Name => 'CustomerName',
                Data => { %Param, %Article, %Customer },
            );

muss

Code: Select all

        $Self->{LayoutObject}->Block(
            Name => $CustomerIDBlock,
            Data => { %Param, %Article },
        );
        ### ----------- Ab hier neu ----------------- ###
my %Customer = $Self->{CustomerUser}->CustomerUserDataGet(
User => $Article{CustomerUserID},
);
### ----------- Ab hier neu ----------------- ###
        if ( defined $Article{CustomerName} ) {
            $Self->{LayoutObject}->Block(
                Name => 'CustomerName',
                Data => { %Param, %Article, %Customer },
            );

heißen (im ersten Block()-Aufruf muss das %Customer weg)

beastmoar · Post by **beastmoar** » 18 Apr 2013, 13:07

Hab ich geändert, dann kommt das hier....

reneeb · Post by **reneeb** » 19 Apr 2013, 12:59

Zeige bitte wieder den (ganzen) Code.

beastmoar · Post by **beastmoar** » 19 Apr 2013, 13:48

Code: Select all

# --
# Kernel/Output/HTML/TicketOverviewPreview.pm
# Copyright (C) 2001-2012 xxx, http://otrs.org/
# --
# $Id: TicketOverviewPreview.pm,v 1.72.2.1 2012/06/12 10:24:32 mg 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::Output::HTML::TicketOverviewPreview;

use strict;
use warnings;

use Kernel::System::CustomerUser;
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: 1.72.2.1 $) [1];

sub new {
    my ( $Type, %Param ) = @_;

    # allocate new hash for object
    my $Self = \%Param;
    bless( $Self, $Type );

    # get needed objects
    for (
        qw(ConfigObject LogObject DBObject LayoutObject UserID UserObject GroupObject TicketObject MainObject QueueObject)
        )
    {
        $Self->{$_} = $Param{$_} || die "Got no $_!";
    }

    $Self->{CustomerUserObject} = Kernel::System::CustomerUser->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::OverviewPreview")->{DynamicField};

    # get the dynamic fields for this screen
    $Self->{DynamicField} = $Self->{DynamicFieldObject}->DynamicFieldListGet(
        Valid       => 1,
        ObjectType  => ['Ticket'],
        FieldFilter => $Self->{DynamicFieldFilter} || {},
    );

    return $Self;
}

sub ActionRow {
    my ( $Self, %Param ) = @_;

    # check if bulk feature is enabled
    my $BulkFeature = 0;
    if ( $Param{Bulk} && $Self->{ConfigObject}->Get('Ticket::Frontend::BulkFeature') ) {
        my @Groups;
        if ( $Self->{ConfigObject}->Get('Ticket::Frontend::BulkFeatureGroup') ) {
            @Groups = @{ $Self->{ConfigObject}->Get('Ticket::Frontend::BulkFeatureGroup') };
        }
        if ( !@Groups ) {
            $BulkFeature = 1;
        }
        else {
            for my $Group (@Groups) {
                next if !$Self->{LayoutObject}->{"UserIsGroup[$Group]"};
                if ( $Self->{LayoutObject}->{"UserIsGroup[$Group]"} eq 'Yes' ) {
                    $BulkFeature = 1;
                    last;
                }
            }
        }
    }

    $Self->{LayoutObject}->Block(
        Name => 'DocumentActionRow',
        Data => \%Param,
    );

    if ($BulkFeature) {
        $Self->{LayoutObject}->Block(
            Name => 'DocumentActionRowBulk',
            Data => {
                %Param,
                Name => 'Bulk',
            },
        );
    }

    # init for table control
    $Self->{LayoutObject}->Block(
        Name => 'DocumentReadyStart',
        Data => \%Param,
    );

    my $Output = $Self->{LayoutObject}->Output(
        TemplateFile => 'AgentTicketOverviewPreview',
        Data         => \%Param,
    );

    return $Output;
}

sub SortOrderBar {
    my ( $Self, %Param ) = @_;
    return '';
}

sub Run {
    my ( $Self, %Param ) = @_;

    # check needed stuff
    for (qw(TicketIDs PageShown StartHit)) {
        if ( !$Param{$_} ) {
            $Self->{LogObject}->Log( Priority => 'error', Message => "Need $_!" );
            return;
        }
    }

    # check if bulk feature is enabled
    my $BulkFeature = 0;
    if ( $Param{Bulk} && $Self->{ConfigObject}->Get('Ticket::Frontend::BulkFeature') ) {
        my @Groups;
        if ( $Self->{ConfigObject}->Get('Ticket::Frontend::BulkFeatureGroup') ) {
            @Groups = @{ $Self->{ConfigObject}->Get('Ticket::Frontend::BulkFeatureGroup') };
        }
        if ( !@Groups ) {
            $BulkFeature = 1;
        }
        else {
            for my $Group (@Groups) {
                next if !$Self->{LayoutObject}->{"UserIsGroup[$Group]"};
                if ( $Self->{LayoutObject}->{"UserIsGroup[$Group]"} eq 'Yes' ) {
                    $BulkFeature = 1;
                    last;
                }
            }
        }
    }

    $Self->{LayoutObject}->Block(
        Name => 'DocumentHeader',
        Data => \%Param,
    );

    my $OutputMeta = $Self->{LayoutObject}->Output(
        TemplateFile => 'AgentTicketOverviewPreview',
        Data         => \%Param,
    );
    my $OutputRaw = '';
    if ( !$Param{Output} ) {
        $Self->{LayoutObject}->Print( Output => \$OutputMeta );
    }
    else {
        $OutputRaw .= $OutputMeta;
    }
    my $Output        = '';
    my $Counter       = 0;
    my $CounterOnSite = 0;
    my @TicketIDsShown;

    # check if there are tickets to show
    if ( scalar @{ $Param{TicketIDs} } ) {

        for my $TicketID ( @{ $Param{TicketIDs} } ) {
            $Counter++;
            if (
                $Counter >= $Param{StartHit}
                && $Counter < ( $Param{PageShown} + $Param{StartHit} )
                )
            {
                push @TicketIDsShown, $TicketID;
                my $Output = $Self->_Show(
                    TicketID => $TicketID,
                    Counter  => $CounterOnSite,
                    Bulk     => $BulkFeature,
                    Config   => $Param{Config},
                    Output   => $Param{Output} || '',
                );
                $CounterOnSite++;
                if ( !$Param{Output} ) {
                    $Self->{LayoutObject}->Print( Output => $Output );
                }
                else {
                    $OutputRaw .= ${$Output};
                }
            }
        }
    }
    else {
        $Self->{LayoutObject}->Block( Name => 'NoTicketFound' );
    }

    if ($BulkFeature) {
        $Self->{LayoutObject}->Block(
            Name => 'DocumentFooter',
            Data => \%Param,
        );
        for my $TicketID (@TicketIDsShown) {
            $Self->{LayoutObject}->Block(
                Name => 'DocumentFooterBulkItem',
                Data => \%Param,
            );
        }
        my $OutputMeta = $Self->{LayoutObject}->Output(
            TemplateFile => 'AgentTicketOverviewPreview',
            Data         => \%Param,
        );
        if ( !$Param{Output} ) {
            $Self->{LayoutObject}->Print( Output => \$OutputMeta );
        }
        else {
            $OutputRaw .= $OutputMeta;
        }
    }
    return $OutputRaw;
}

sub _Show {
    my ( $Self, %Param ) = @_;

    # check needed stuff
    if ( !$Param{TicketID} ) {
        $Self->{LogObject}->Log( Priority => 'error', Message => 'Need TicketID!' );
        return;
    }

    # check if bulk feature is enabled
    if ( $Param{Bulk} ) {
        $Self->{LayoutObject}->Block(
            Name => 'Bulk',
            Data => \%Param,
        );
    }

    # collect params for ArticleGet
    my %ArticleGetParams = (
        TicketID      => $Param{TicketID},
        UserID        => $Self->{UserID},
        DynamicFields => 0,
        Order         => 'DESC',
        Limit         => 5,
    );

    # check if certain article sender types should be excluded from preview
    my $PreviewArticleSenderTypes
        = $Self->{ConfigObject}->Get('Ticket::Frontend::Overview::PreviewArticleSenderTypes');
    my @ActiveArticleSenderTypes;
    if ( ref $PreviewArticleSenderTypes eq 'HASH' ) {
        @ActiveArticleSenderTypes
            = grep { $PreviewArticleSenderTypes->{$_} == 1 } keys %{$PreviewArticleSenderTypes};
    }

    # if a list of active article sender types has been determined, add them to params hash
    if (@ActiveArticleSenderTypes) {
        $ArticleGetParams{ArticleSenderType} = \@ActiveArticleSenderTypes;
    }

    # get last 5 articles
    my @ArticleBody = $Self->{TicketObject}->ArticleGet(
        %ArticleGetParams,
    );
    my %Article = %{ $ArticleBody[0] || {} };
    my $ArticleCount = scalar @ArticleBody;

    my %Ticket = $Self->{TicketObject}->TicketGet(
        TicketID      => $Param{TicketID},
        DynamicFields => 0,
    );

    # Fallback for tickets without articles: get at least basic ticket data
    if ( !%Article ) {
        %Article = %Ticket;
    }

    # user info
    my %UserInfo = $Self->{UserObject}->GetUserData(
        UserID => $Article{OwnerID},
    );
    %Article = ( %UserInfo, %Article );

    # create human age
    $Article{Age} = $Self->{LayoutObject}->CustomerAge( Age => $Article{Age}, Space => ' ' );

    # fetch all std. responses ...
    my %StandardResponses
        = $Self->{QueueObject}->GetStandardResponses( QueueID => $Article{QueueID} );

    $Param{StandardResponsesStrg} = $Self->{LayoutObject}->BuildSelection(
        Name => 'ResponseID',
        Data => \%StandardResponses,
    );

    # customer info
    if ( $Param{Config}->{CustomerInfo} ) {
        if ( $Article{CustomerUserID} ) {
            $Article{CustomerName} = $Self->{CustomerUserObject}->CustomerName(
                UserLogin => $Article{CustomerUserID},
            );
        }
    }

    # get acl actions
    $Self->{TicketObject}->TicketAcl(
        Data          => '-',
        Action        => $Self->{Action},
        TicketID      => $Article{TicketID},
        ReturnType    => 'Action',
        ReturnSubType => '-',
        UserID        => $Self->{UserID},
    );
    my %AclAction = $Self->{TicketObject}->TicketAclActionData();

    # run ticket pre menu modules
    my @ActionItems;
    if ( ref $Self->{ConfigObject}->Get('Ticket::Frontend::PreMenuModule') eq 'HASH' ) {
        my %Menus = %{ $Self->{ConfigObject}->Get('Ticket::Frontend::PreMenuModule') };
        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 => $Param{TicketID}, );

            # run module
            my $Item = $Object->Run(
                %Param,
                Ticket => \%Article,
                ACL    => \%AclAction,
                Config => $Menus{$Menu},
            );

            next if !$Item;
            next if ref $Item ne 'HASH';
            for my $Key (qw(Name Link Description)) {
                next if !$Item->{$Key};
                $Item->{$Key} = $Self->{LayoutObject}->Output(
                    Template => $Item->{$Key},
                    Data     => \%Article,
                );
            }

            # add session id if needed
            if ( !$Self->{LayoutObject}->{SessionIDCookie} && $Item->{Link} ) {
                $Item->{Link}
                    .= ';'
                    . $Self->{LayoutObject}->{SessionName} . '='
                    . $Self->{LayoutObject}->{SessionID};
            }

            # create id
            $Item->{ID} = $Item->{Name};
            $Item->{ID} =~ s/(\s|&|;)//ig;

            $Self->{LayoutObject}->Block(
                Name => $Item->{Block} || 'DocumentMenuItem',
                Data => $Item,
            );
            my $Output = $Self->{LayoutObject}->Output(
                TemplateFile => 'AgentTicketOverviewPreview',
                Data         => $Item,
            );
            $Output =~ s/\n+//g;
            $Output =~ s/\s+/ /g;
            $Output =~ s/<\!--.+?-->//g;

            push @ActionItems, {
                HTML        => $Output,
                ID          => $Item->{ID},
                Name        => $Self->{LayoutObject}->{LanguageObject}->Get( $Item->{Name} ),
                Link        => $Self->{LayoutObject}->{Baselink} . $Item->{Link},
                Target      => $Item->{Target},
                PopupType   => $Item->{PopupType},
                Description => $Item->{Description},
                Block       => $Item->{Block} || 'DocumentMenuItem',

            };
        }
    }

    my $AdditionalClasses = $Param{Config}->{TicketActionsPerTicket} ? 'ShowInlineActions' : '';

    $Self->{LayoutObject}->Block(
        Name => 'DocumentContent',
        Data => {
            %Param,
            %Article,
            Class             => 'ArticleCount' . $ArticleCount,
            AdditionalClasses => $AdditionalClasses,
            Created           => $Ticket{Created},              # use value from ticket, not article
        },
    );

    # if "Actions per Ticket" (Inline Action Row) is active
    if ( $Param{Config}->{TicketActionsPerTicket} ) {
        $Self->{LayoutObject}->Block(
            Name => 'InlineActionRow',
            Data => \%Param,
        );

        # Add list entries for every action
        for my $Item (@ActionItems) {
            my $Link = $Item->{Link};
            if ( $Item->{Target} ) {
                $Link = '#';
            }

            my $Class = '';
            if ( $Item->{PopupType} ) {
                $Class = 'AsPopup PopupType_' . $Item->{PopupType};
            }

            if ( $Item->{Block} eq 'DocumentMenuItem' ) {
                $Self->{LayoutObject}->Block(
                    Name => 'InlineActionRowItem',
                    Data => {
                        TicketID    => $Param{TicketID},
                        QueueID     => $Article{QueueID},
                        ID          => $Item->{ID},
                        Name        => $Item->{Name},
                        Description => $Item->{Description},
                        Class       => $Class,
                        Link        => $Link,
                    },
                );
            }
            else {
                my $TicketID   = $Param{TicketID};
                my $SelectHTML = $Item->{HTML};
                $SelectHTML =~ s/id="DestQueueID"/id="DestQueueID$TicketID"/xmig;
                $SelectHTML =~ s/for="DestQueueID"/for="DestQueueID$TicketID"/xmig;
                $Self->{LayoutObject}->Block(
                    Name => 'InlineActionRowItemHTML',
                    Data => {
                        HTML => $SelectHTML,
                    },
                );
            }
        }
    }

    # check if bulk feature is enabled
    if ( $Param{Bulk} ) {
        $Self->{LayoutObject}->Block(
            Name => 'Bulk',
            Data => \%Param,
        );
    }

    # show ticket flags
    my @TicketMetaItems = $Self->{LayoutObject}->TicketMetaItems(
        Ticket => \%Article,
    );
    for my $Item (@TicketMetaItems) {
        $Self->{LayoutObject}->Block(
            Name => 'Meta',
            Data => $Item,
        );
        if ($Item) {
            $Self->{LayoutObject}->Block(
                Name => 'MetaIcon',
                Data => $Item,
            );
        }
    }

    # run article modules
    if ( $Article{ArticleID} ) {
        if ( ref $Self->{ConfigObject}->Get('Ticket::Frontend::ArticlePreViewModule') eq 'HASH' ) {
            my %Jobs = %{ $Self->{ConfigObject}->Get('Ticket::Frontend::ArticlePreViewModule') };
            for my $Job ( sort keys %Jobs ) {

                # load module
                if ( !$Self->{MainObject}->Require( $Jobs{$Job}->{Module} ) ) {
                    return $Self->{LayoutObject}->FatalError();
                }
                my $Object = $Jobs{$Job}->{Module}->new(
                    %{$Self},
                    ArticleID => $Article{ArticleID},
                    UserID    => $Self->{UserID},
                    Debug     => $Self->{Debug},
                );

                # run module
                my @Data = $Object->Check( Article => \%Article, %Param, Config => $Jobs{$Job} );

                for my $DataRef (@Data) {
                    if ( $DataRef->{Successful} ) {
                        $DataRef->{Result} = 'Error';
                    }
                    else {
                        $DataRef->{Result} = 'Success';
                    }

                    $Self->{LayoutObject}->Block(
                        Name => 'ArticleOption',
                        Data => $DataRef,
                    );
                }

                # filter option
                $Object->Filter( Article => \%Article, %Param, Config => $Jobs{$Job} );
            }
        }
    }

    # create output
    $Self->{LayoutObject}->Block(
        Name => 'AgentAnswer',
        Data => { %Param, %Article, %AclAction },
    );
    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}->Permission(
                Type     => $Config->{Permission},
                TicketID => $Param{TicketID},
                UserID   => $Self->{UserID},
                LogNo    => 1,
            );
            if ( !$Ok ) {
                $Access = 0;
            }
            if ($Access) {
                $Self->{LayoutObject}->Block(
                    Name => 'AgentAnswerCompose',
                    Data => { %Param, %Article, %AclAction },
                );
            }
        }
    }
    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}->Permission(
                Type     => $Config->{Permission},
                TicketID => $Param{TicketID},
                UserID   => $Self->{UserID},
                LogNo    => 1,
            );
            if ( !$OK ) {
                $Access = 0;
            }
        }
        if ($Access) {
            $Self->{LayoutObject}->Block(
                Name => 'AgentAnswerPhoneOutbound',
                Data => { %Param, %Article, %AclAction },
            );
        }
    }

    # ticket type
    if ( $Self->{ConfigObject}->Get('Ticket::Type') ) {
        $Self->{LayoutObject}->Block(
            Name => 'Type',
            Data => { %Param, %Article },
        );
    }

    # ticket service
    if ( $Self->{ConfigObject}->Get('Ticket::Service') && $Article{Service} ) {
        $Self->{LayoutObject}->Block(
            Name => 'Service',
            Data => { %Param, %Article },
        );
        if ( $Article{SLA} ) {
            $Self->{LayoutObject}->Block(
                Name => 'SLA',
                Data => { %Param, %Article },
            );
        }
    }

    # CustomerID and CustomerName
    if ( defined $Article{CustomerID} ) {
        $Self->{LayoutObject}->Block(
            Name => 'CustomerID',
            Data => { %Param, %Article },
        );



        # test access to frontend module
        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 => $Param{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 => { %Param, %Article },
        );
        ### ----------- Ab hier neu ----------------- ###
my $Customer = $Self->{CustomerUser}->CustomerUserDataGet(
User => $Article{CustomerUserID},
);
### ----------- Ab hier neu ----------------- ###
        if ( defined $Article{CustomerName} ) {
            $Self->{LayoutObject}->Block(
                Name => 'CustomerName',
                Data => { %Param, %Article, %Customer },
            );
        }
    }

    # show first response time if needed
    if ( defined $Article{FirstResponseTime} ) {
        $Article{FirstResponseTimeHuman} = $Self->{LayoutObject}->CustomerAgeInHours(
            Age   => $Article{FirstResponseTime},
            Space => ' ',
        );
        $Article{FirstResponseTimeWorkingTime} = $Self->{LayoutObject}->CustomerAgeInHours(
            Age   => $Article{FirstResponseTimeWorkingTime},
            Space => ' ',
        );
        if ( 60 * 60 * 1 > $Article{FirstResponseTime} ) {
            $Article{FirstResponseTimeClass} = 'Warning'
        }
        $Self->{LayoutObject}->Block(
            Name => 'FirstResponseTime',
            Data => { %Param, %Article },
        );
    }

    # show update time if needed
    if ( defined $Article{UpdateTime} ) {
        $Article{UpdateTimeHuman} = $Self->{LayoutObject}->CustomerAgeInHours(
            Age   => $Article{UpdateTime},
            Space => ' ',
        );
        $Article{UpdateTimeWorkingTime} = $Self->{LayoutObject}->CustomerAgeInHours(
            Age   => $Article{UpdateTimeWorkingTime},
            Space => ' ',
        );
        if ( 60 * 60 * 1 > $Article{UpdateTime} ) {
            $Article{UpdateTimeClass} = 'Warning'
        }
        $Self->{LayoutObject}->Block(
            Name => 'UpdateTime',
            Data => { %Param, %Article },
        );
    }

    # show solution time if needed
    if ( defined $Article{SolutionTime} ) {
        $Article{SolutionTimeHuman} = $Self->{LayoutObject}->CustomerAgeInHours(
            Age   => $Article{SolutionTime},
            Space => ' ',
        );
        $Article{SolutionTimeWorkingTime} = $Self->{LayoutObject}->CustomerAgeInHours(
            Age   => $Article{SolutionTimeWorkingTime},
            Space => ' ',
        );
        if ( 60 * 60 * 1 > $Article{SolutionTime} ) {
            $Article{SolutionTimeClass} = 'Warning'
        }
        $Self->{LayoutObject}->Block(
            Name => 'SolutionTime',
            Data => { %Param, %Article },
        );
    }

    # Dynamic fields
    my $Counter = 0;
    my $Class   = 'Middle';

    # cycle trough the activated Dynamic Fields for this screen
    DYNAMICFIELD:
    for my $DynamicFieldConfig ( @{ $Self->{DynamicField} } ) {
        next DYNAMICFIELD if !IsHashRefWithData($DynamicFieldConfig);

        $Counter++;

        # get field value
        my $Value = $Self->{BackendObject}->ValueGet(
            DynamicFieldConfig => $DynamicFieldConfig,
            ObjectID           => $Param{TicketID},
        );

        next DYNAMICFIELD if ( !defined $Value );

        my $ValueStrg = $Self->{BackendObject}->DisplayValueRender(
            DynamicFieldConfig => $DynamicFieldConfig,
            Value              => $Value,
            ValueMaxChars      => 20,
            LayoutObject       => $Self->{LayoutObject},
        );

        my $Label = $DynamicFieldConfig->{Label};

        # create a new row if counter is starting
        if ( $Counter == 1 ) {
            $Self->{LayoutObject}->Block(
                Name => 'DynamicFieldTableRow',
                Data => {
                    Class => $Class,
                },
            );
        }

        # display separation row just once
        $Class = '';

        # outout dynamic field label
        $Self->{LayoutObject}->Block(
            Name => 'DynamicFieldTableRowRecord',
            Data => {
                Label => $Label,
            },
        );

        if ( $ValueStrg->{Link} ) {

            # outout dynamic field value link
            $Self->{LayoutObject}->Block(
                Name => 'DynamicFieldTableRowRecordLink',
                Data => {
                    Value                       => $ValueStrg->{Value},
                    Title                       => $ValueStrg->{Title},
                    Link                        => $ValueStrg->{Link},
                    $DynamicFieldConfig->{Name} => $ValueStrg->{Title},
                },
            );
        }
        else {

            # outout dynamic field value plain
            $Self->{LayoutObject}->Block(
                Name => 'DynamicFieldTableRowRecordPlain',
                Data => {
                    Value => $ValueStrg->{Value},
                    Title => $ValueStrg->{Title},
                },
            );
        }

        # only 2 dynamic fields by row are allowed, reset couter if needed
        if ( $Counter == 2 ) {
            $Counter = 0;
        }

        # example of dynamic fields order customization
        # outout dynamic field label
        $Self->{LayoutObject}->Block(
            Name => 'DynamicField_' . $DynamicFieldConfig->{Name} . '_TableRowRecord',
            Data => {
                Label => $Label,
            },
        );

        if ( $ValueStrg->{Link} ) {

            # outout dynamic field value link
            $Self->{LayoutObject}->Block(
                Name => 'DynamicField_' . $DynamicFieldConfig->{Name} . '_TableRowRecordLink',
                Data => {
                    Value                       => $ValueStrg->{Value},
                    Title                       => $ValueStrg->{Title},
                    Link                        => $ValueStrg->{Link},
                    $DynamicFieldConfig->{Name} => $ValueStrg->{Title},
                },
            );
        }
        else {

            # outout dynamic field value plain
            $Self->{LayoutObject}->Block(
                Name => 'DynamicField_' . $DynamicFieldConfig->{Name} . '_TableRowRecordPlain',
                Data => {
                    Value => $ValueStrg->{Value},
                    Title => $ValueStrg->{Title},
                },
            );
        }
    }

    # fill the rest of the Dynamic Fields row with empty cells, this will look better
    if ( $Counter > 0 && $Counter < 2 ) {

        for ( $Counter + 1 ... 2 ) {

            # outout dynamic field label
            $Self->{LayoutObject}->Block(
                Name => 'DynamicFieldTableRowRecord',
                Data => {
                    Label => '',
                },
            );

            # outout dynamic field value plain
            $Self->{LayoutObject}->Block(
                Name => 'DynamicFieldTableRowRecordPlain',
                Data => {
                    Value => '',
                    Title => '',
                },
            );
        }
    }

    if (@ArticleBody) {

        # check if a certain article type should be displayed as expanded
        my $PreviewArticleTypeExpanded
            = $Self->{ConfigObject}->Get('Ticket::Frontend::Overview::PreviewArticleTypeExpanded')
            || '';

        # if a certain article type should be shown as expanded, set the
        # last article of this type as active
        if ($PreviewArticleTypeExpanded) {

            my $ClassCount = 0;
            for my $ArticleItem (@ArticleBody) {
                next if !$ArticleItem;

                # check if current article type should be shown as expanded
                if ( $ArticleItem->{ArticleType} eq $PreviewArticleTypeExpanded ) {
                    $ArticleItem->{Class} = 'Active';
                    last;
                }

                # otherwise display the last article in the list as expanded (default)
                elsif ( $ClassCount == $#ArticleBody ) {
                    $ArticleBody[0]->{Class} = 'Active';
                }
                $ClassCount++;
            }
        }

        # otherwise display the last article in the list as expanded (default)
        else {
            $ArticleBody[0]->{Class} = 'Active';
        }

        $Self->{LayoutObject}->Block(
            Name => 'ArticlesPreviewArea',
            Data => { %Param, %Article, %AclAction },
        );
    }

    # show inline article
    for my $ArticleItem ( reverse @ArticleBody ) {

        # check if just a only html email
        my $MimeTypeText = $Self->{LayoutObject}->CheckMimeType(
            %{$ArticleItem},
            Action => 'AgentTicketZoom',
        );
        if ($MimeTypeText) {
            $ArticleItem->{BodyNote} = $MimeTypeText;
            $ArticleItem->{Body}     = '';
        }
        else {

            # html quoting
            $ArticleItem->{Body} = $Self->{LayoutObject}->Ascii2Html(
                NewLine => $Param{Config}->{DefaultViewNewLine}  || 90,
                Text    => $ArticleItem->{Body},
                VMax    => $Param{Config}->{DefaultPreViewLines} || 25,
                LinkFeature     => 1,
                HTMLResultMode  => 1,
                StripEmptyLines => $Param{Config}->{StripEmptyLines},
            );

            # do charset check
            my $CharsetText = $Self->{LayoutObject}->CheckCharset(
                %{$ArticleItem},
                Action => 'AgentTicketZoom',
            );
            if ($CharsetText) {
                $ArticleItem->{BodyNote} = $CharsetText;
            }
        }

        $ArticleItem->{Subject} = $Self->{TicketObject}->TicketSubjectClean(
            TicketNumber => $ArticleItem->{TicketNumber},
            Subject => $ArticleItem->{Subject} || '',
        );

        $Self->{LayoutObject}->Block(
            Name => 'ArticlePreview',
            Data => {
                %{$ArticleItem},
                Class => $ArticleItem->{Class},
            },
        );

        # show actions
        if ( $ArticleItem->{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}->Permission(
                        Type     => $Config->{Permission},
                        TicketID => $Article{TicketID},
                        UserID   => $Self->{UserID},
                        LogNo    => 1,
                    );
                    if ( !$Ok ) {
                        $Access = 0;
                    }
                }
                if ( $Config->{RequiredLock} ) {
                    my $Locked = $Self->{TicketObject}->LockIsTicketLocked(
                        TicketID => $Article{TicketID},
                    );
                    if ($Locked) {
                        my $AccessOk = $Self->{TicketObject}->OwnerCheck(
                            TicketID => $Article{TicketID},
                            OwnerID  => $Self->{UserID},
                        );
                        if ( !$AccessOk ) {
                            $Access = 0;
                        }
                    }
                }
                if ( $Access && !$Param{Output} ) {
                    $Self->{LayoutObject}->Block(
                        Name => 'ArticlePreviewActionRow',
                        Data => {
                            %{$ArticleItem}, %AclAction,
                        },
                    );

                    # fetch all std. responses
                    my %StandardResponses = $Self->{QueueObject}->GetStandardResponses(
                        QueueID => $Article{QueueID},
                    );

                    # get StandardResponsesStrg
                    $StandardResponses{0}
                        = '- ' . $Self->{LayoutObject}->{LanguageObject}->Get('Reply') . ' -';

                    # build html string
                    my $StandardResponsesStrg = $Self->{LayoutObject}->BuildSelection(
                        Name => 'ResponseID',
                        ID   => 'ResponseID' . $ArticleItem->{ArticleID},
                        Data => \%StandardResponses,
                    );

                    $Self->{LayoutObject}->Block(
                        Name => 'ArticlePreviewActionRowItem',
                        Data => {
                            %{$ArticleItem},
                            StandardResponsesStrg => $StandardResponsesStrg,
                            Name                  => 'Reply',
                            Class                 => 'AsPopup',
                            Action                => 'AgentTicketCompose',
                            FormID                => 'Reply' . $ArticleItem->{ArticleID},
                        },
                    );

                    # check if reply all is needed
                    my $Recipients = '';
                    for my $Key (qw(From To Cc)) {
                        next if !$ArticleItem->{$Key};
                        if ($Recipients) {
                            $Recipients .= ', ';
                        }
                        $Recipients .= $ArticleItem->{$Key};
                    }
                    my $RecipientCount = 0;
                    if ($Recipients) {
                        my $EmailParser = Kernel::System::EmailParser->new(
                            %{$Self},
                            Mode => 'Standalone',
                        );
                        my @Addresses = $EmailParser->SplitAddressLine( Line => $Recipients );
                        for my $Address (@Addresses) {
                            my $Email = $EmailParser->GetEmailAddress( Email => $Address );
                            next if !$Email;
                            my $IsLocal = $Self->{SystemAddress}->SystemAddressIsLocalAddress(
                                Address => $Email,
                            );
                            next if $IsLocal;
                            $RecipientCount++;
                        }
                    }
                    if ( $RecipientCount > 1 ) {

                        # get StandardResponsesStrg
                        $StandardResponses{0}
                            = '- '
                            . $Self->{LayoutObject}->{LanguageObject}->Get('Reply All') . ' -';
                        $StandardResponsesStrg = $Self->{LayoutObject}->BuildSelection(
                            Name => 'ResponseID',
                            ID   => 'ResponseIDAll' . $ArticleItem->{ArticleID},
                            Data => \%StandardResponses,
                        );

                        $Self->{LayoutObject}->Block(
                            Name => 'ArticlePreviewActionRowItem',
                            Data => {
                                %{$ArticleItem},
                                StandardResponsesStrg => $StandardResponsesStrg,
                                Name                  => 'Reply All',
                                Class                 => 'AsPopup',
                                Action                => 'AgentTicketCompose',
                                FormID                => 'ReplyAll' . $ArticleItem->{ArticleID},
                                ReplyAll              => 1,
                            },
                        );
                    }
                }
            }
        }
    }

    # add action items as js
    if ( @ActionItems && !$Param{Config}->{TicketActionsPerTicket} ) {
        my $JSON = $Self->{LayoutObject}->JSONEncode(
            Data => \@ActionItems,
        );

        $Self->{LayoutObject}->Block(
            Name => 'DocumentReadyActionRowAdd',
            Data => {
                TicketID => $Param{TicketID},
                Data     => $JSON,
            },
        );
    }

    # create & return output
    my $Output = $Self->{LayoutObject}->Output(
        TemplateFile => 'AgentTicketOverviewPreview',
        Data         => {
            %Param,
            %Article,
            %AclAction,
        },
    );
    return \$Output;
}
1;

reneeb · Post by **reneeb** » 24 Apr 2013, 11:21

Du musst aus

Code: Select all

my $Customer =

das hier machen

Code: Select all

my %Customer =

Den Teil hattest Du im Posting vorher richtig...

beastmoar · Post by **beastmoar** » 25 Apr 2013, 13:30

Geht trotzdem nicht, Fehler:

Code: Select all

# --
# Kernel/Output/HTML/TicketOverviewPreview.pm
# Copyright (C) 2001-2012 xxx, http://otrs.org/
# --
# $Id: TicketOverviewPreview.pm,v 1.72.2.1 2012/06/12 10:24:32 mg 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::Output::HTML::TicketOverviewPreview;

use strict;
use warnings;

use Kernel::System::CustomerUser;
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: 1.72.2.1 $) [1];

sub new {
    my ( $Type, %Param ) = @_;

    # allocate new hash for object
    my $Self = \%Param;
    bless( $Self, $Type );

    # get needed objects
    for (
        qw(ConfigObject LogObject DBObject LayoutObject UserID UserObject GroupObject TicketObject MainObject QueueObject)
        )
    {
        $Self->{$_} = $Param{$_} || die "Got no $_!";
    }

    $Self->{CustomerUserObject} = Kernel::System::CustomerUser->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::OverviewPreview")->{DynamicField};

    # get the dynamic fields for this screen
    $Self->{DynamicField} = $Self->{DynamicFieldObject}->DynamicFieldListGet(
        Valid       => 1,
        ObjectType  => ['Ticket'],
        FieldFilter => $Self->{DynamicFieldFilter} || {},
    );

    return $Self;
}

sub ActionRow {
    my ( $Self, %Param ) = @_;

    # check if bulk feature is enabled
    my $BulkFeature = 0;
    if ( $Param{Bulk} && $Self->{ConfigObject}->Get('Ticket::Frontend::BulkFeature') ) {
        my @Groups;
        if ( $Self->{ConfigObject}->Get('Ticket::Frontend::BulkFeatureGroup') ) {
            @Groups = @{ $Self->{ConfigObject}->Get('Ticket::Frontend::BulkFeatureGroup') };
        }
        if ( !@Groups ) {
            $BulkFeature = 1;
        }
        else {
            for my $Group (@Groups) {
                next if !$Self->{LayoutObject}->{"UserIsGroup[$Group]"};
                if ( $Self->{LayoutObject}->{"UserIsGroup[$Group]"} eq 'Yes' ) {
                    $BulkFeature = 1;
                    last;
                }
            }
        }
    }

    $Self->{LayoutObject}->Block(
        Name => 'DocumentActionRow',
        Data => \%Param,
    );

    if ($BulkFeature) {
        $Self->{LayoutObject}->Block(
            Name => 'DocumentActionRowBulk',
            Data => {
                %Param,
                Name => 'Bulk',
            },
        );
    }

    # init for table control
    $Self->{LayoutObject}->Block(
        Name => 'DocumentReadyStart',
        Data => \%Param,
    );

    my $Output = $Self->{LayoutObject}->Output(
        TemplateFile => 'AgentTicketOverviewPreview',
        Data         => \%Param,
    );

    return $Output;
}

sub SortOrderBar {
    my ( $Self, %Param ) = @_;
    return '';
}

sub Run {
    my ( $Self, %Param ) = @_;

    # check needed stuff
    for (qw(TicketIDs PageShown StartHit)) {
        if ( !$Param{$_} ) {
            $Self->{LogObject}->Log( Priority => 'error', Message => "Need $_!" );
            return;
        }
    }

    # check if bulk feature is enabled
    my $BulkFeature = 0;
    if ( $Param{Bulk} && $Self->{ConfigObject}->Get('Ticket::Frontend::BulkFeature') ) {
        my @Groups;
        if ( $Self->{ConfigObject}->Get('Ticket::Frontend::BulkFeatureGroup') ) {
            @Groups = @{ $Self->{ConfigObject}->Get('Ticket::Frontend::BulkFeatureGroup') };
        }
        if ( !@Groups ) {
            $BulkFeature = 1;
        }
        else {
            for my $Group (@Groups) {
                next if !$Self->{LayoutObject}->{"UserIsGroup[$Group]"};
                if ( $Self->{LayoutObject}->{"UserIsGroup[$Group]"} eq 'Yes' ) {
                    $BulkFeature = 1;
                    last;
                }
            }
        }
    }

    $Self->{LayoutObject}->Block(
        Name => 'DocumentHeader',
        Data => \%Param,
    );

    my $OutputMeta = $Self->{LayoutObject}->Output(
        TemplateFile => 'AgentTicketOverviewPreview',
        Data         => \%Param,
    );
    my $OutputRaw = '';
    if ( !$Param{Output} ) {
        $Self->{LayoutObject}->Print( Output => \$OutputMeta );
    }
    else {
        $OutputRaw .= $OutputMeta;
    }
    my $Output        = '';
    my $Counter       = 0;
    my $CounterOnSite = 0;
    my @TicketIDsShown;

    # check if there are tickets to show
    if ( scalar @{ $Param{TicketIDs} } ) {

        for my $TicketID ( @{ $Param{TicketIDs} } ) {
            $Counter++;
            if (
                $Counter >= $Param{StartHit}
                && $Counter < ( $Param{PageShown} + $Param{StartHit} )
                )
            {
                push @TicketIDsShown, $TicketID;
                my $Output = $Self->_Show(
                    TicketID => $TicketID,
                    Counter  => $CounterOnSite,
                    Bulk     => $BulkFeature,
                    Config   => $Param{Config},
                    Output   => $Param{Output} || '',
                );
                $CounterOnSite++;
                if ( !$Param{Output} ) {
                    $Self->{LayoutObject}->Print( Output => $Output );
                }
                else {
                    $OutputRaw .= ${$Output};
                }
            }
        }
    }
    else {
        $Self->{LayoutObject}->Block( Name => 'NoTicketFound' );
    }

    if ($BulkFeature) {
        $Self->{LayoutObject}->Block(
            Name => 'DocumentFooter',
            Data => \%Param,
        );
        for my $TicketID (@TicketIDsShown) {
            $Self->{LayoutObject}->Block(
                Name => 'DocumentFooterBulkItem',
                Data => \%Param,
            );
        }
        my $OutputMeta = $Self->{LayoutObject}->Output(
            TemplateFile => 'AgentTicketOverviewPreview',
            Data         => \%Param,
        );
        if ( !$Param{Output} ) {
            $Self->{LayoutObject}->Print( Output => \$OutputMeta );
        }
        else {
            $OutputRaw .= $OutputMeta;
        }
    }
    return $OutputRaw;
}

sub _Show {
    my ( $Self, %Param ) = @_;

    # check needed stuff
    if ( !$Param{TicketID} ) {
        $Self->{LogObject}->Log( Priority => 'error', Message => 'Need TicketID!' );
        return;
    }

    # check if bulk feature is enabled
    if ( $Param{Bulk} ) {
        $Self->{LayoutObject}->Block(
            Name => 'Bulk',
            Data => \%Param,
        );
    }

    # collect params for ArticleGet
    my %ArticleGetParams = (
        TicketID      => $Param{TicketID},
        UserID        => $Self->{UserID},
        DynamicFields => 0,
        Order         => 'DESC',
        Limit         => 5,
    );

    # check if certain article sender types should be excluded from preview
    my $PreviewArticleSenderTypes
        = $Self->{ConfigObject}->Get('Ticket::Frontend::Overview::PreviewArticleSenderTypes');
    my @ActiveArticleSenderTypes;
    if ( ref $PreviewArticleSenderTypes eq 'HASH' ) {
        @ActiveArticleSenderTypes
            = grep { $PreviewArticleSenderTypes->{$_} == 1 } keys %{$PreviewArticleSenderTypes};
    }

    # if a list of active article sender types has been determined, add them to params hash
    if (@ActiveArticleSenderTypes) {
        $ArticleGetParams{ArticleSenderType} = \@ActiveArticleSenderTypes;
    }

    # get last 5 articles
    my @ArticleBody = $Self->{TicketObject}->ArticleGet(
        %ArticleGetParams,
    );
    my %Article = %{ $ArticleBody[0] || {} };
    my $ArticleCount = scalar @ArticleBody;

    my %Ticket = $Self->{TicketObject}->TicketGet(
        TicketID      => $Param{TicketID},
        DynamicFields => 0,
    );

    # Fallback for tickets without articles: get at least basic ticket data
    if ( !%Article ) {
        %Article = %Ticket;
    }

    # user info
    my %UserInfo = $Self->{UserObject}->GetUserData(
        UserID => $Article{OwnerID},
    );
    %Article = ( %UserInfo, %Article );

    # create human age
    $Article{Age} = $Self->{LayoutObject}->CustomerAge( Age => $Article{Age}, Space => ' ' );

    # fetch all std. responses ...
    my %StandardResponses
        = $Self->{QueueObject}->GetStandardResponses( QueueID => $Article{QueueID} );

    $Param{StandardResponsesStrg} = $Self->{LayoutObject}->BuildSelection(
        Name => 'ResponseID',
        Data => \%StandardResponses,
    );

    # customer info
    if ( $Param{Config}->{CustomerInfo} ) {
        if ( $Article{CustomerUserID} ) {
            $Article{CustomerName} = $Self->{CustomerUserObject}->CustomerName(
                UserLogin => $Article{CustomerUserID},
            );
        }
    }

    # get acl actions
    $Self->{TicketObject}->TicketAcl(
        Data          => '-',
        Action        => $Self->{Action},
        TicketID      => $Article{TicketID},
        ReturnType    => 'Action',
        ReturnSubType => '-',
        UserID        => $Self->{UserID},
    );
    my %AclAction = $Self->{TicketObject}->TicketAclActionData();

    # run ticket pre menu modules
    my @ActionItems;
    if ( ref $Self->{ConfigObject}->Get('Ticket::Frontend::PreMenuModule') eq 'HASH' ) {
        my %Menus = %{ $Self->{ConfigObject}->Get('Ticket::Frontend::PreMenuModule') };
        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 => $Param{TicketID}, );

            # run module
            my $Item = $Object->Run(
                %Param,
                Ticket => \%Article,
                ACL    => \%AclAction,
                Config => $Menus{$Menu},
            );

            next if !$Item;
            next if ref $Item ne 'HASH';
            for my $Key (qw(Name Link Description)) {
                next if !$Item->{$Key};
                $Item->{$Key} = $Self->{LayoutObject}->Output(
                    Template => $Item->{$Key},
                    Data     => \%Article,
                );
            }

            # add session id if needed
            if ( !$Self->{LayoutObject}->{SessionIDCookie} && $Item->{Link} ) {
                $Item->{Link}
                    .= ';'
                    . $Self->{LayoutObject}->{SessionName} . '='
                    . $Self->{LayoutObject}->{SessionID};
            }

            # create id
            $Item->{ID} = $Item->{Name};
            $Item->{ID} =~ s/(\s|&|;)//ig;

            $Self->{LayoutObject}->Block(
                Name => $Item->{Block} || 'DocumentMenuItem',
                Data => $Item,
            );
            my $Output = $Self->{LayoutObject}->Output(
                TemplateFile => 'AgentTicketOverviewPreview',
                Data         => $Item,
            );
            $Output =~ s/\n+//g;
            $Output =~ s/\s+/ /g;
            $Output =~ s/<\!--.+?-->//g;

            push @ActionItems, {
                HTML        => $Output,
                ID          => $Item->{ID},
                Name        => $Self->{LayoutObject}->{LanguageObject}->Get( $Item->{Name} ),
                Link        => $Self->{LayoutObject}->{Baselink} . $Item->{Link},
                Target      => $Item->{Target},
                PopupType   => $Item->{PopupType},
                Description => $Item->{Description},
                Block       => $Item->{Block} || 'DocumentMenuItem',

            };
        }
    }

    my $AdditionalClasses = $Param{Config}->{TicketActionsPerTicket} ? 'ShowInlineActions' : '';

    $Self->{LayoutObject}->Block(
        Name => 'DocumentContent',
        Data => {
            %Param,
            %Article,
            Class             => 'ArticleCount' . $ArticleCount,
            AdditionalClasses => $AdditionalClasses,
            Created           => $Ticket{Created},              # use value from ticket, not article
        },
    );

    # if "Actions per Ticket" (Inline Action Row) is active
    if ( $Param{Config}->{TicketActionsPerTicket} ) {
        $Self->{LayoutObject}->Block(
            Name => 'InlineActionRow',
            Data => \%Param,
        );

        # Add list entries for every action
        for my $Item (@ActionItems) {
            my $Link = $Item->{Link};
            if ( $Item->{Target} ) {
                $Link = '#';
            }

            my $Class = '';
            if ( $Item->{PopupType} ) {
                $Class = 'AsPopup PopupType_' . $Item->{PopupType};
            }

            if ( $Item->{Block} eq 'DocumentMenuItem' ) {
                $Self->{LayoutObject}->Block(
                    Name => 'InlineActionRowItem',
                    Data => {
                        TicketID    => $Param{TicketID},
                        QueueID     => $Article{QueueID},
                        ID          => $Item->{ID},
                        Name        => $Item->{Name},
                        Description => $Item->{Description},
                        Class       => $Class,
                        Link        => $Link,
                    },
                );
            }
            else {
                my $TicketID   = $Param{TicketID};
                my $SelectHTML = $Item->{HTML};
                $SelectHTML =~ s/id="DestQueueID"/id="DestQueueID$TicketID"/xmig;
                $SelectHTML =~ s/for="DestQueueID"/for="DestQueueID$TicketID"/xmig;
                $Self->{LayoutObject}->Block(
                    Name => 'InlineActionRowItemHTML',
                    Data => {
                        HTML => $SelectHTML,
                    },
                );
            }
        }
    }

    # check if bulk feature is enabled
    if ( $Param{Bulk} ) {
        $Self->{LayoutObject}->Block(
            Name => 'Bulk',
            Data => \%Param,
        );
    }

    # show ticket flags
    my @TicketMetaItems = $Self->{LayoutObject}->TicketMetaItems(
        Ticket => \%Article,
    );
    for my $Item (@TicketMetaItems) {
        $Self->{LayoutObject}->Block(
            Name => 'Meta',
            Data => $Item,
        );
        if ($Item) {
            $Self->{LayoutObject}->Block(
                Name => 'MetaIcon',
                Data => $Item,
            );
        }
    }

    # run article modules
    if ( $Article{ArticleID} ) {
        if ( ref $Self->{ConfigObject}->Get('Ticket::Frontend::ArticlePreViewModule') eq 'HASH' ) {
            my %Jobs = %{ $Self->{ConfigObject}->Get('Ticket::Frontend::ArticlePreViewModule') };
            for my $Job ( sort keys %Jobs ) {

                # load module
                if ( !$Self->{MainObject}->Require( $Jobs{$Job}->{Module} ) ) {
                    return $Self->{LayoutObject}->FatalError();
                }
                my $Object = $Jobs{$Job}->{Module}->new(
                    %{$Self},
                    ArticleID => $Article{ArticleID},
                    UserID    => $Self->{UserID},
                    Debug     => $Self->{Debug},
                );

                # run module
                my @Data = $Object->Check( Article => \%Article, %Param, Config => $Jobs{$Job} );

                for my $DataRef (@Data) {
                    if ( $DataRef->{Successful} ) {
                        $DataRef->{Result} = 'Error';
                    }
                    else {
                        $DataRef->{Result} = 'Success';
                    }

                    $Self->{LayoutObject}->Block(
                        Name => 'ArticleOption',
                        Data => $DataRef,
                    );
                }

                # filter option
                $Object->Filter( Article => \%Article, %Param, Config => $Jobs{$Job} );
            }
        }
    }

    # create output
    $Self->{LayoutObject}->Block(
        Name => 'AgentAnswer',
        Data => { %Param, %Article, %AclAction },
    );
    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}->Permission(
                Type     => $Config->{Permission},
                TicketID => $Param{TicketID},
                UserID   => $Self->{UserID},
                LogNo    => 1,
            );
            if ( !$Ok ) {
                $Access = 0;
            }
            if ($Access) {
                $Self->{LayoutObject}->Block(
                    Name => 'AgentAnswerCompose',
                    Data => { %Param, %Article, %AclAction },
                );
            }
        }
    }
    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}->Permission(
                Type     => $Config->{Permission},
                TicketID => $Param{TicketID},
                UserID   => $Self->{UserID},
                LogNo    => 1,
            );
            if ( !$OK ) {
                $Access = 0;
            }
        }
        if ($Access) {
            $Self->{LayoutObject}->Block(
                Name => 'AgentAnswerPhoneOutbound',
                Data => { %Param, %Article, %AclAction },
            );
        }
    }

    # ticket type
    if ( $Self->{ConfigObject}->Get('Ticket::Type') ) {
        $Self->{LayoutObject}->Block(
            Name => 'Type',
            Data => { %Param, %Article },
        );
    }

    # ticket service
    if ( $Self->{ConfigObject}->Get('Ticket::Service') && $Article{Service} ) {
        $Self->{LayoutObject}->Block(
            Name => 'Service',
            Data => { %Param, %Article },
        );
        if ( $Article{SLA} ) {
            $Self->{LayoutObject}->Block(
                Name => 'SLA',
                Data => { %Param, %Article },
            );
        }
    }

    # CustomerID and CustomerName
    if ( defined $Article{CustomerID} ) {
        $Self->{LayoutObject}->Block(
            Name => 'CustomerID',
            Data => { %Param, %Article },
        );



        # test access to frontend module
        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 => $Param{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 => { %Param, %Article },
        );
        ### ----------- Ab hier neu ----------------- ###
my %Customer = $Self->{CustomerUser}->CustomerUserDataGet(
User => $Article{CustomerUserID},
);
### ----------- Ab hier neu ----------------- ###
        if ( defined $Article{CustomerName} ) {
            $Self->{LayoutObject}->Block(
                Name => 'CustomerName',
                Data => { %Param, %Article, %Customer },
            );
        }
    }

    # show first response time if needed
    if ( defined $Article{FirstResponseTime} ) {
        $Article{FirstResponseTimeHuman} = $Self->{LayoutObject}->CustomerAgeInHours(
            Age   => $Article{FirstResponseTime},
            Space => ' ',
        );
        $Article{FirstResponseTimeWorkingTime} = $Self->{LayoutObject}->CustomerAgeInHours(
            Age   => $Article{FirstResponseTimeWorkingTime},
            Space => ' ',
        );
        if ( 60 * 60 * 1 > $Article{FirstResponseTime} ) {
            $Article{FirstResponseTimeClass} = 'Warning'
        }
        $Self->{LayoutObject}->Block(
            Name => 'FirstResponseTime',
            Data => { %Param, %Article },
        );
    }

    # show update time if needed
    if ( defined $Article{UpdateTime} ) {
        $Article{UpdateTimeHuman} = $Self->{LayoutObject}->CustomerAgeInHours(
            Age   => $Article{UpdateTime},
            Space => ' ',
        );
        $Article{UpdateTimeWorkingTime} = $Self->{LayoutObject}->CustomerAgeInHours(
            Age   => $Article{UpdateTimeWorkingTime},
            Space => ' ',
        );
        if ( 60 * 60 * 1 > $Article{UpdateTime} ) {
            $Article{UpdateTimeClass} = 'Warning'
        }
        $Self->{LayoutObject}->Block(
            Name => 'UpdateTime',
            Data => { %Param, %Article },
        );
    }

    # show solution time if needed
    if ( defined $Article{SolutionTime} ) {
        $Article{SolutionTimeHuman} = $Self->{LayoutObject}->CustomerAgeInHours(
            Age   => $Article{SolutionTime},
            Space => ' ',
        );
        $Article{SolutionTimeWorkingTime} = $Self->{LayoutObject}->CustomerAgeInHours(
            Age   => $Article{SolutionTimeWorkingTime},
            Space => ' ',
        );
        if ( 60 * 60 * 1 > $Article{SolutionTime} ) {
            $Article{SolutionTimeClass} = 'Warning'
        }
        $Self->{LayoutObject}->Block(
            Name => 'SolutionTime',
            Data => { %Param, %Article },
        );
    }

    # Dynamic fields
    my $Counter = 0;
    my $Class   = 'Middle';

    # cycle trough the activated Dynamic Fields for this screen
    DYNAMICFIELD:
    for my $DynamicFieldConfig ( @{ $Self->{DynamicField} } ) {
        next DYNAMICFIELD if !IsHashRefWithData($DynamicFieldConfig);

        $Counter++;

        # get field value
        my $Value = $Self->{BackendObject}->ValueGet(
            DynamicFieldConfig => $DynamicFieldConfig,
            ObjectID           => $Param{TicketID},
        );

        next DYNAMICFIELD if ( !defined $Value );

        my $ValueStrg = $Self->{BackendObject}->DisplayValueRender(
            DynamicFieldConfig => $DynamicFieldConfig,
            Value              => $Value,
            ValueMaxChars      => 20,
            LayoutObject       => $Self->{LayoutObject},
        );

        my $Label = $DynamicFieldConfig->{Label};

        # create a new row if counter is starting
        if ( $Counter == 1 ) {
            $Self->{LayoutObject}->Block(
                Name => 'DynamicFieldTableRow',
                Data => {
                    Class => $Class,
                },
            );
        }

        # display separation row just once
        $Class = '';

        # outout dynamic field label
        $Self->{LayoutObject}->Block(
            Name => 'DynamicFieldTableRowRecord',
            Data => {
                Label => $Label,
            },
        );

        if ( $ValueStrg->{Link} ) {

            # outout dynamic field value link
            $Self->{LayoutObject}->Block(
                Name => 'DynamicFieldTableRowRecordLink',
                Data => {
                    Value                       => $ValueStrg->{Value},
                    Title                       => $ValueStrg->{Title},
                    Link                        => $ValueStrg->{Link},
                    $DynamicFieldConfig->{Name} => $ValueStrg->{Title},
                },
            );
        }
        else {

            # outout dynamic field value plain
            $Self->{LayoutObject}->Block(
                Name => 'DynamicFieldTableRowRecordPlain',
                Data => {
                    Value => $ValueStrg->{Value},
                    Title => $ValueStrg->{Title},
                },
            );
        }

        # only 2 dynamic fields by row are allowed, reset couter if needed
        if ( $Counter == 2 ) {
            $Counter = 0;
        }

        # example of dynamic fields order customization
        # outout dynamic field label
        $Self->{LayoutObject}->Block(
            Name => 'DynamicField_' . $DynamicFieldConfig->{Name} . '_TableRowRecord',
            Data => {
                Label => $Label,
            },
        );

        if ( $ValueStrg->{Link} ) {

            # outout dynamic field value link
            $Self->{LayoutObject}->Block(
                Name => 'DynamicField_' . $DynamicFieldConfig->{Name} . '_TableRowRecordLink',
                Data => {
                    Value                       => $ValueStrg->{Value},
                    Title                       => $ValueStrg->{Title},
                    Link                        => $ValueStrg->{Link},
                    $DynamicFieldConfig->{Name} => $ValueStrg->{Title},
                },
            );
        }
        else {

            # outout dynamic field value plain
            $Self->{LayoutObject}->Block(
                Name => 'DynamicField_' . $DynamicFieldConfig->{Name} . '_TableRowRecordPlain',
                Data => {
                    Value => $ValueStrg->{Value},
                    Title => $ValueStrg->{Title},
                },
            );
        }
    }

    # fill the rest of the Dynamic Fields row with empty cells, this will look better
    if ( $Counter > 0 && $Counter < 2 ) {

        for ( $Counter + 1 ... 2 ) {

            # outout dynamic field label
            $Self->{LayoutObject}->Block(
                Name => 'DynamicFieldTableRowRecord',
                Data => {
                    Label => '',
                },
            );

            # outout dynamic field value plain
            $Self->{LayoutObject}->Block(
                Name => 'DynamicFieldTableRowRecordPlain',
                Data => {
                    Value => '',
                    Title => '',
                },
            );
        }
    }

    if (@ArticleBody) {

        # check if a certain article type should be displayed as expanded
        my $PreviewArticleTypeExpanded
            = $Self->{ConfigObject}->Get('Ticket::Frontend::Overview::PreviewArticleTypeExpanded')
            || '';

        # if a certain article type should be shown as expanded, set the
        # last article of this type as active
        if ($PreviewArticleTypeExpanded) {

            my $ClassCount = 0;
            for my $ArticleItem (@ArticleBody) {
                next if !$ArticleItem;

                # check if current article type should be shown as expanded
                if ( $ArticleItem->{ArticleType} eq $PreviewArticleTypeExpanded ) {
                    $ArticleItem->{Class} = 'Active';
                    last;
                }

                # otherwise display the last article in the list as expanded (default)
                elsif ( $ClassCount == $#ArticleBody ) {
                    $ArticleBody[0]->{Class} = 'Active';
                }
                $ClassCount++;
            }
        }

        # otherwise display the last article in the list as expanded (default)
        else {
            $ArticleBody[0]->{Class} = 'Active';
        }

        $Self->{LayoutObject}->Block(
            Name => 'ArticlesPreviewArea',
            Data => { %Param, %Article, %AclAction },
        );
    }

    # show inline article
    for my $ArticleItem ( reverse @ArticleBody ) {

        # check if just a only html email
        my $MimeTypeText = $Self->{LayoutObject}->CheckMimeType(
            %{$ArticleItem},
            Action => 'AgentTicketZoom',
        );
        if ($MimeTypeText) {
            $ArticleItem->{BodyNote} = $MimeTypeText;
            $ArticleItem->{Body}     = '';
        }
        else {

            # html quoting
            $ArticleItem->{Body} = $Self->{LayoutObject}->Ascii2Html(
                NewLine => $Param{Config}->{DefaultViewNewLine}  || 90,
                Text    => $ArticleItem->{Body},
                VMax    => $Param{Config}->{DefaultPreViewLines} || 25,
                LinkFeature     => 1,
                HTMLResultMode  => 1,
                StripEmptyLines => $Param{Config}->{StripEmptyLines},
            );

            # do charset check
            my $CharsetText = $Self->{LayoutObject}->CheckCharset(
                %{$ArticleItem},
                Action => 'AgentTicketZoom',
            );
            if ($CharsetText) {
                $ArticleItem->{BodyNote} = $CharsetText;
            }
        }

        $ArticleItem->{Subject} = $Self->{TicketObject}->TicketSubjectClean(
            TicketNumber => $ArticleItem->{TicketNumber},
            Subject => $ArticleItem->{Subject} || '',
        );

        $Self->{LayoutObject}->Block(
            Name => 'ArticlePreview',
            Data => {
                %{$ArticleItem},
                Class => $ArticleItem->{Class},
            },
        );

        # show actions
        if ( $ArticleItem->{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}->Permission(
                        Type     => $Config->{Permission},
                        TicketID => $Article{TicketID},
                        UserID   => $Self->{UserID},
                        LogNo    => 1,
                    );
                    if ( !$Ok ) {
                        $Access = 0;
                    }
                }
                if ( $Config->{RequiredLock} ) {
                    my $Locked = $Self->{TicketObject}->LockIsTicketLocked(
                        TicketID => $Article{TicketID},
                    );
                    if ($Locked) {
                        my $AccessOk = $Self->{TicketObject}->OwnerCheck(
                            TicketID => $Article{TicketID},
                            OwnerID  => $Self->{UserID},
                        );
                        if ( !$AccessOk ) {
                            $Access = 0;
                        }
                    }
                }
                if ( $Access && !$Param{Output} ) {
                    $Self->{LayoutObject}->Block(
                        Name => 'ArticlePreviewActionRow',
                        Data => {
                            %{$ArticleItem}, %AclAction,
                        },
                    );

                    # fetch all std. responses
                    my %StandardResponses = $Self->{QueueObject}->GetStandardResponses(
                        QueueID => $Article{QueueID},
                    );

                    # get StandardResponsesStrg
                    $StandardResponses{0}
                        = '- ' . $Self->{LayoutObject}->{LanguageObject}->Get('Reply') . ' -';

                    # build html string
                    my $StandardResponsesStrg = $Self->{LayoutObject}->BuildSelection(
                        Name => 'ResponseID',
                        ID   => 'ResponseID' . $ArticleItem->{ArticleID},
                        Data => \%StandardResponses,
                    );

                    $Self->{LayoutObject}->Block(
                        Name => 'ArticlePreviewActionRowItem',
                        Data => {
                            %{$ArticleItem},
                            StandardResponsesStrg => $StandardResponsesStrg,
                            Name                  => 'Reply',
                            Class                 => 'AsPopup',
                            Action                => 'AgentTicketCompose',
                            FormID                => 'Reply' . $ArticleItem->{ArticleID},
                        },
                    );

                    # check if reply all is needed
                    my $Recipients = '';
                    for my $Key (qw(From To Cc)) {
                        next if !$ArticleItem->{$Key};
                        if ($Recipients) {
                            $Recipients .= ', ';
                        }
                        $Recipients .= $ArticleItem->{$Key};
                    }
                    my $RecipientCount = 0;
                    if ($Recipients) {
                        my $EmailParser = Kernel::System::EmailParser->new(
                            %{$Self},
                            Mode => 'Standalone',
                        );
                        my @Addresses = $EmailParser->SplitAddressLine( Line => $Recipients );
                        for my $Address (@Addresses) {
                            my $Email = $EmailParser->GetEmailAddress( Email => $Address );
                            next if !$Email;
                            my $IsLocal = $Self->{SystemAddress}->SystemAddressIsLocalAddress(
                                Address => $Email,
                            );
                            next if $IsLocal;
                            $RecipientCount++;
                        }
                    }
                    if ( $RecipientCount > 1 ) {

                        # get StandardResponsesStrg
                        $StandardResponses{0}
                            = '- '
                            . $Self->{LayoutObject}->{LanguageObject}->Get('Reply All') . ' -';
                        $StandardResponsesStrg = $Self->{LayoutObject}->BuildSelection(
                            Name => 'ResponseID',
                            ID   => 'ResponseIDAll' . $ArticleItem->{ArticleID},
                            Data => \%StandardResponses,
                        );

                        $Self->{LayoutObject}->Block(
                            Name => 'ArticlePreviewActionRowItem',
                            Data => {
                                %{$ArticleItem},
                                StandardResponsesStrg => $StandardResponsesStrg,
                                Name                  => 'Reply All',
                                Class                 => 'AsPopup',
                                Action                => 'AgentTicketCompose',
                                FormID                => 'ReplyAll' . $ArticleItem->{ArticleID},
                                ReplyAll              => 1,
                            },
                        );
                    }
                }
            }
        }
    }

    # add action items as js
    if ( @ActionItems && !$Param{Config}->{TicketActionsPerTicket} ) {
        my $JSON = $Self->{LayoutObject}->JSONEncode(
            Data => \@ActionItems,
        );

        $Self->{LayoutObject}->Block(
            Name => 'DocumentReadyActionRowAdd',
            Data => {
                TicketID => $Param{TicketID},
                Data     => $JSON,
            },
        );
    }

    # create & return output
    my $Output = $Self->{LayoutObject}->Output(
        TemplateFile => 'AgentTicketOverviewPreview',
        Data         => {
            %Param,
            %Article,
            %AclAction,
        },
    );
    return \$Output;
}
1;

reneeb · Post by **reneeb** » 25 Apr 2013, 15:19

Von der Syntax passt das Modul. Hast Du den Apache mal neu gestartet? Was sagen die Apache-Logs?

beastmoar · Post by **beastmoar** » 25 Apr 2013, 15:53

[Thu Apr 25 15:53:08 2013] [error] Can't call method "CustomerUserDataGet" on an undefined value at C:/PROGRA~1/OTRS/OTRS//Kernel/Output/HTML/TicketOverviewPreview.pm line 637.\n

reneeb · Post by **reneeb** » 26 Apr 2013, 17:33

Aus

Code: Select all

 $Self->{CustomerUser}->CustomerUserDataGet(

muss

Code: Select all

 $Self->{CustomerUserObject}->CustomerUserDataGet(

werden

beastmoar · Post by **beastmoar** » 30 Apr 2013, 07:21

super jetzt hats mir ansch. die DB zerschossen... geht nix mehr:

KlausNehrer · Post by **KlausNehrer** » 30 Apr 2013, 09:39

Ich möcht bezweifeln, dass die DB beschädigt wurde, wenn es nur um die Dinge aus diesem Thread ging.
Was steht in den Logs? Was passiert, wenn Du die letzte(n) Änderung(en) rückgängig machst?

beastmoar · Post by **beastmoar** » 30 Apr 2013, 10:40

Ich habe alles rückgängig gemacht und es geht trotzdem nicht mehr, das ist ja das Problem

In welchem Logfile soll ich schauen??

KlausNehrer · Post by **KlausNehrer** » 30 Apr 2013, 11:22

beastmoar wrote:Ich habe alles rückgängig gemacht und es geht trotzdem nicht mehr, das ist ja das Problem
In welchem Logfile soll ich schauen??

In den Logsfile vom Apache, primär das error Log, und im Log vom OTRS.

beastmoar · Post by **beastmoar** » 30 Apr 2013, 11:53

Hab jetzt eine ganz alte version wiederhergestellt und versuche jetzt den code nochmal...

beastmoar · Post by **beastmoar** » 30 Apr 2013, 12:15

@reeneb, so habe deinen code nochmal eingefügt... der ist ja zum auslesen der Telefonnummer oder? und wie lasse ich die jetzt anzeigen bzw. wo muss ich noch etwas tun weil im Moment wird nichts angezeigt...
anbei der scrennshot, beim Kunden ist eine Tel-Nr. hinterlegt und die hätte ich gerne hier angezeigt...

reneeb · Post by **reneeb** » 30 Apr 2013, 13:04

Hast Du nur den Perl-Code oder auch das Template verändert?

beastmoar · Post by **beastmoar** » 30 Apr 2013, 13:07

nur die TicketOverviewPreview.pm

reneeb · Post by **reneeb** » 30 Apr 2013, 13:24

Die AgentTicketOverviewPreview musst Du auch anpassen.

beastmoar · Post by **beastmoar** » 30 Apr 2013, 13:48

ja das hattest du schon mal erwähnt

nur was muss da rein?

Code: Select all

# --
# AgentTicketOverviewPreview.dtl - provides HTML Ticket Overview
# Copyright (C) 2001-2012 xxx, http://otrs.org/
# --
# $Id: AgentTicketOverviewPreview.dtl,v 1.77 2012/04/20 12:16:58 mg 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.
# --
<!-- dtl:block:DocumentActionRow -->
<ul class="Actions">
<!-- dtl:block:DocumentActionRowBulk -->
    <li class="Bulk">
        <span>
            <input type="checkbox" class="AutocompleteOff" title="$Text{"Select all"}" id="SelectAllTickets" />
            <label class="InvisibleText" for="SelectAllTickets">$Text{"Select all"}</label>
        </span>
    </li>
    <li id="BulkAction" class="Bulk Inactive $QData{"CSS"}">
        <a href="#">$Text{"$Data{"Name"}"}</a>
    </li>
<!-- dtl:block:DocumentActionRowBulk -->
<!-- dtl:block:DocumentActionRowItem -->
    <li class="$QData{"CSS"}"><a href="#">$Text{"$Data{"Name"}"}</a></li>
<!-- dtl:block:DocumentActionRowItem -->
</ul>
<!-- dtl:block:DocumentActionRow -->

<!-- dtl:block:DocumentHeader -->
<!-- dtl:js_on_document_complete -->
<script type="text/javascript">//<![CDATA[
    Core.UI.ActionRow.Init();
//]]></script>
<!-- dtl:js_on_document_complete -->
<ul id="TicketOverviewLarge" class="Overview OverviewLarge $QData{"Class"}">
<!-- dtl:block:DocumentHeader -->

<!-- dtl:block:NoTicketFound -->
    <li id="EmptyMessageLarge">
        $Text{"No ticket data found."}
    </li>
<!-- dtl:block:NoTicketFound -->

<!-- dtl:block:DocumentContent -->
    <li id="TicketID_$QData{"TicketID"}" class="MasterAction">
        <div class="Content $QData{"AdditionalClasses"}">
<!-- dtl:block:InlineActionRow -->
            <ul class="Actions InlineActions">
<!-- dtl:block:InlineActionRowItem -->
                <li><a class="$QData{"Class"}" href="$QData{"Link"}" title="$QData{"Description"}">$QData{"Name"}</a></li>
<!-- dtl:block:InlineActionRowItem -->
<!-- dtl:block:InlineActionRowItemHTML -->
                $Data{"HTML"}
<!-- dtl:block:InlineActionRowItemHTML -->
            </ul>
<!-- dtl:js_on_document_complete -->
<script type="text/javascript">//<![CDATA[
    // Shows InlineActionRow on hover
    $('.OverviewLarge > li').bind('mouseenter', function() {
        $(this).find('ul.InlineActions').show();
    }).bind('mouseleave', function() {
        $(this).find('ul.InlineActions').hide();
    });

    // Fix for IE: Hovering the options of the select triggers a mouseleave of the li, so we have to stop the event propagation
    $('.OverviewLarge > li ul.InlineActions li form select').bind('mouseleave', function (Event) {
        Event.stopPropagation();
    });

    // Stop propagation on click on a part of the InlienActionRow without a link
    // Otherwise that would trigger the li-wide link to the ticketzoom
    $('ul.InlineActions').click(function (Event) {
        Event.cancelBubble = true;
        if (Event.stopPropagation) {
            Event.stopPropagation();
        }
    });
//]]></script>
<!-- dtl:js_on_document_complete -->
<!-- dtl:block:InlineActionRow -->
<!-- dtl:block:Bulk -->
            <input class="Checkbox AutocompleteOff" type="checkbox" name="TicketID" value="$QData{"TicketID"}" />
<!-- dtl:block:Bulk -->
<!-- dtl:block:Meta -->
<!-- dtl:block:MetaIcon -->
            <div class="$QData{"Class"}" title="$Text{"$Data{"Title"}"}">
                <span class="$QData{"ClassSpan"}">$Text{"$Data{"Title"}"}</span>
            </div>
<!-- dtl:block:MetaIcon -->
<!--[if IE 7]>
            <div class="ReallyStupidIE7Hack">&nbsp;</div>
            <![endif]-->
<!-- dtl:block:Meta -->
            <div class="Infos">
                <h2>
                    <a href="$Env{"Baselink"}Action=AgentTicketZoom;TicketID=$LQData{"TicketID"}" title="$QData{"Title","60"}" class="MasterActionLink">$Config{"Ticket::Hook"}: $Data{"TicketNumber"} &ndash; $QData{"Title","60"}</a>
                </h2>
<!-- dtl:block:MenuItem -->
                <a href="$Env{"Baselink"}$Data{"Link"}" $Data{"LinkParam"} class="menuitem" title="$Text{"$Data{"Description"}"}">$Text{"$Data{"Name"}"}</a>
<!-- dtl:block:MenuItem -->
                <table>
                    <tbody>
                        <tr>
                            <td>
                                <label>$Text{"Age"}</label>$QData{"Age"}
                            </td>
                            <td>
                                <label>$Text{"Queue"}</label><div title="$QData{"Queue"}">$QData{"Queue","26"}</div>
                            </td>
                        </tr>
                        <tr>
                            <td>
                                <label>$Text{"Created"}</label>$TimeLong{"$Data{"Created"}"}
                            </td>
                            <td>
                                <label>$Text{"State"}</label><div title="$Text{"$Data{"State"}"}">$Text{"$Data{"State"}","26"}</div>
                            </td>
                        </tr>
<!-- dtl:block:Service -->
                        <tr>
                            <td>
                                <label>$Text{"Service"}</label><div title="$QData{"Service"}">$QData{"Service","26"}</div>
                            </td>
                            <td>
<!-- dtl:block:SLA -->
                                <label>$Text{"Service Level Agreement"}</label><div title="$QData{"SLA"}">$QData{"SLA","26"}</div>
<!-- dtl:block:SLA -->
                            </td>
                        </tr>
<!-- dtl:block:Service -->
                        <tr>
                            <td>
                                <label>$Text{"Owner"}</label><div title="$QData{"UserFirstname"} $QData{"UserLastname"} ($QData{"Owner"})">$QData{"UserFirstname","15"} $QData{"UserLastname","15"}</div>
                            </td>
                            <td>
                                <label>$Text{"Lock"}</label><div title="$Text{"$Data{"Lock"}"}">$Text{"$Data{"Lock"}","26"}</div>
                            </td>
                        </tr>
                        <tr class="Middle">
                            <td>
<!-- dtl:block:CustomerID -->
                                <label>$Text{"CustomerID"}</label>
<!-- dtl:block:CustomerIDRW -->
                                <div title="$QData{"CustomerID"}"><a href="$Config{"CustomerDBLink"}" class="AsPopup PopupType_TicketAction" $Config{"CustomerDBLinkTarget"}>$QData{"CustomerID", "26"}</a></div>
<!-- dtl:block:CustomerIDRW -->
<!-- dtl:block:CustomerIDRO -->
                                <div title="$QData{"CustomerID"}">$QData{"CustomerID", "26"}</div>
<!-- dtl:block:CustomerIDRO -->
<!-- dtl:block:CustomerName -->
                                <div title="$QData{"CustomerName"}">$QData{"CustomerName","26"}</div>
<!-- dtl:block:CustomerName -->
<!-- dtl:block:CustomerID -->
                            </td>
                            <td>
<!-- dtl:block:FirstResponseTime -->
                                <label>$Text{"First Response Time"}</label>
                                <div title="$Text{"Service Time"}: $QData{"FirstResponseTimeWorkingTime"}" class="$QData{"FirstResponseTimeClass"}">$QData{"FirstResponseTimeHuman"} / $TimeShort{"$QData{"FirstResponseTimeDestinationDate"}"}</div>
<!-- dtl:block:FirstResponseTime -->
                            </td>
                        </tr>
                        <tr>
                            <td>
<!-- dtl:block:Type -->
                                <label>$Text{"Type"}</label><div title="$QData{"Type"}">$QData{"Type","18"}</div>
<!-- dtl:block:Type -->
                            </td>
                            <td>
<!-- dtl:block:UpdateTime -->
                                <label>$Text{"Update Time"}</label>
                                <div title="$Text{"Service Time"}: $QData{"UpdateTimeWorkingTime"}" class="$QData{"UpdateTimeClass"}">$QData{"UpdateTimeHuman"} / $TimeShort{"$QData{"UpdateTimeDestinationDate"}"}</div>
<!-- dtl:block:UpdateTime -->
                            </td>
                        </tr>
                        <tr>
                            <td></td>
                            <td>
<!-- dtl:block:SolutionTime -->
                                <label>$Text{"Solution Time"}</label>
                                <div title="$Text{"Service Time"}: $QData{"SolutionTimeWorkingTime"}" class="$QData{"SolutionTimeClass"}">$QData{"SolutionTimeHuman"} / $TimeShort{"$QData{"SolutionTimeDestinationDate"}"}</div>
<!-- dtl:block:SolutionTime -->
                            </td>
                        </tr>

<!-- dtl:block:DynamicFieldTableRow -->
                        <tr class="$Data{"Class"}">
<!-- dtl:block:DynamicFieldTableRowRecord -->
                            <td>
                                <label>$Text{"$Data{"Label"}"}</label>
<!-- dtl:block:DynamicFieldTableRowRecordLink -->
                                <div title="$Data{"Title"}"><a href="$Data{"Link"}" class="DynamicFieldLink">$Data{"Value"}</a></div>
<!-- dtl:block:DynamicFieldTableRowRecordLink -->
<!-- dtl:block:DynamicFieldTableRowRecordPlain -->
                                <div title="$Data{"Title"}"><span>$Data{"Value"}</span></div>
<!-- dtl:block:DynamicFieldTableRowRecordPlain -->
                            </td>
<!-- dtl:block:DynamicFieldTableRowRecord -->
                        </tr>
<!-- dtl:block:DynamicFieldTableRow -->

# example of how to use fixed dynamic field blocks for customizations
# Note: Field1 and Field2 are the names of the fields and had to be replaced with the actual
# field names
#                    <tr>
#<!-- dtl:block:DynamicField_Field1_TableRowRecord -->
#                        <td>
#                            <label>$Text{"$Data{"Label"}"}</label>
#<!-- dtl:block:DynamicField_Field1_TableRowRecordLink -->
#                            <div title="$Data{"Title"}"><a href="$Data{"Link"}" class="DynamicFieldLink">$Data{"Value"}</a></div>
#<!-- dtl:block:DynamicField_Field1_TableRowRecordLink -->
#<!-- dtl:block:DynamicField_Field1_TableRowRecordPlain -->
#                            <div title="$Data{"Title"}"><span>$Data{"Value"}</span></div>
#<!-- dtl:block:DynamicField_Field1_TableRowRecordPlain -->
#                        </td>
#<!-- dtl:block:DynamicField_Field1_TableRowRecord -->
#                    </tr>
#                    <tr>
#<!-- dtl:block:DynamicField_Field2_TableRowRecord -->
#                        <td>
#                            <label>$Text{"$Data{"Label"}"}</label>
#<!-- dtl:block:DynamicField_Field2_TableRowRecordLink -->
#                            <div title="$Data{"Title"}"><a href="$Data{"Link"}" class="DynamicFieldLink">$Data{"Value"}</a></div>
#<!-- dtl:block:DynamicField_Field2_TableRowRecordLink -->
#<!-- dtl:block:DynamicField_Field2_TableRowRecordPlain -->
#                            <div title="$Data{"Title"}"><span>$Data{"Value"}</span></div>
#<!-- dtl:block:DynamicField_Field2_TableRowRecordPlain -->
#                        </td>
#<!-- dtl:block:DynamicField_Field2_TableRowRecord -->
#                    </tr>

                    </tbody>
                </table>
            </div>

<!-- dtl:block:ArticlesPreviewArea -->
            <div class="Preview">
                <ul class="$QData{"Class"}">
<!-- dtl:block:ArticlePreview -->
                    <li class="$QData{"Class"}">
                        <h3>
                            <a href="#" title="$QData{"From"} &ndash; $QData{"Subject"} &ndash; $TimeShort{"$QData{"Created"}"}">
                                <span class="Headline">
                                    $QData{"FromRealname","50"} &ndash;
                                    <span class="Subject">$QData{"Subject","70"}</span>
                                </span>
                                <span class="DateTime">$TimeShort{"$QData{"Created"}"}</span>
                                <span class="Clear"></span>
                            </a>
                        </h3>
                        <div class="HiddenBlock">
<!-- dtl:block:ArticlePreviewActionRow -->
                            <div class="ActionRow">
                                <ul class="Actions">
<!-- dtl:block:ArticlePreviewActionRowItem -->
                                    <li class="$QData{"Class"}">
                                        <form title="$Text{"$Data{"Name"}"}" action="$Env{"CGIHandle"}" method="post" id="$QData{"FormID"}">
                                            <input type="hidden" name="Action" value="$QData{"Action"}"/>
                                            <input type="hidden" name="TicketID" value="$QData{"TicketID"}"/>
                                            <input type="hidden" name="ArticleID" value="$QData{"ArticleID"}"/>
                                            <input type="hidden" name="ReplyAll" value="$QData{"ReplyAll"}"/>
                                            <label for="ResponseID$QData{"ArticleID"}" class="InvisibleText">$Text{"$Data{"Name"}"}:</label>
                                            $Data{"StandardResponsesStrg"}
                                        </form>
<!--dtl:js_on_document_complete-->
<script type="text/javascript">//<![CDATA[
    $('#$QData{"FormID"} select[name=ResponseID]').bind('change', function (Event) {
        var URL;

        if ($(this).val() > 0) {
            var URL = Core.Config.Get('Baselink') + $(this).parents().serialize();
            Core.UI.Popup.OpenPopup(URL, 'TicketAction');
            // reset the select box so that it can be used again from the same window
            $(this).val('0');
        }
    });
    // make sure this click event does not bubble up to the table row and execute its click handler
    $('#$QData{"FormID"} select[name=ResponseID]').bind('click', function (Event) {
        Event.stopPropagation();
        return false;
    });
//]]></script>
<!--dtl:js_on_document_complete-->
                                    </li>
<!-- dtl:block:ArticlePreviewActionRowItem -->
                                </ul>
                                <div class="ClearLeft"></div>
                            </div>
<!-- dtl:block:ArticlePreviewActionRow -->
                            <div class="Content ArticleBody">
$Data{"BodyNote"}
$Data{"Body"}
                            </div>
                        </div>
                    </li>
<!-- dtl:block:ArticlePreview -->
                </ul>
            </div>
<!-- dtl:block:ArticlesPreviewArea -->

            <div class="Shadow"></div>
        </div>
    </li>
<!-- dtl:block:DocumentContent -->

<!-- dtl:block:DocumentFooter -->
</ul>


<form name="bulk" action="">
    <input type="hidden" name="TicketID" value=""/>
</form>

<form action="$Env{"CGIHandle"}" method="post" enctype="multipart/form-data" name="matrix">
    <input type="hidden" name="Action" value="AgentTicketBulk"/>
<!-- dtl:block:DocumentFooterBulkItem -->
    <input type="hidden" name="TicketID" value=""/>
<!-- dtl:block:DocumentFooterBulkItem -->
    <input type="hidden" name="TicketID" value=""/>
</form>
<!-- dtl:block:DocumentFooter -->

<!-- dtl:block:DocumentMenuItem -->
<li id="$QData{"ID"}">
    <a href="#" title="$Text{"$Data{"Description"}"}">$Text{"$Data{"Name"}"}</a>
</li>
<!-- dtl:block:DocumentMenuItem -->
<!-- dtl:block:DocumentMenuItemMoveForm -->
<li class="$QData{"Class"}">
    <form title="$Text{"Move ticket to a different queue"}" action="$Env{"CGIHandle"}" method="get">
        <input type="hidden" name="Action" value="AgentTicketMove"/>
        <input type="hidden" name="QueueID" value="$QData{"QueueID"}"/>
        <input type="hidden" name="TicketID" value="$QData{"TicketID"}"/>
        <label for="DestQueueID" class="InvisibleText">$Text{"Change queue"}:</label>
        $Data{"MoveQueuesStrg"}
    </form>
<!-- dtl:js_on_document_complete -->
<script type="text/javascript">//<![CDATA[
    $('select[name=DestQueueID]').live('change', function (Event) {
        $(this).closest('form').submit();
    });
//]]></script>
<!-- dtl:js_on_document_complete -->
</li>
<!-- dtl:block:DocumentMenuItemMoveForm -->

<!-- dtl:js_on_document_complete -->
<!-- dtl:block:DocumentReadyActionRowAdd -->
<script type="text/javascript">//<![CDATA[
    Core.UI.ActionRow.AddActions($('#TicketID_$QData{"TicketID"}'), $Data{"Data"});
//]]></script>
<!-- dtl:block:DocumentReadyActionRowAdd -->
<!-- dtl:block:DocumentReadyStart -->
<script type="text/javascript">//<![CDATA[
    Core.UI.StaticTableControl($('#OverviewControl'));
    $('.MasterAction').bind('click', function (Event) {
        var $MasterActionLink = $(this).find('.MasterActionLink');
        // only act if the link was not clicked directly
        if (Event.target !== $MasterActionLink.get(0)) {
            window.location = $MasterActionLink.attr('href');
            return false;
        }
    });
    Core.UI.Accordion.Init($('.Preview > ul'), 'li h3 a', '.HiddenBlock');
//]]></script>
<!-- dtl:block:DocumentReadyStart -->
<!-- dtl:js_on_document_complete -->

<!-- dtl:js_on_document_complete -->
<script type="text/javascript">//<![CDATA[
    $('a.AsPopup').bind('click', function (Event) {
        var Matches,
            PopupType = 'TicketAction';

        Matches = $(this).attr('class').match(/PopupType_(\w+)/);
        if (Matches) {
            PopupType = Matches[1];
        }

        Core.UI.Popup.OpenPopup($(this).attr('href'), PopupType);
        return false;
    });
    $('a.DynamicFieldLink').bind('click', function (Event) {
        Core.UI.Popup.OpenPopup($(this).attr('href'), 'DynamicFieldLink');
        return false;
    });
//]]></script>
<!-- dtl:js_on_document_complete -->

reneeb · Post by **reneeb** » 30 Apr 2013, 15:30

Den Platz musst Du selbst raussuchen wo Du das hinhaben möchtest. Einen Großteil des Codes hast Du ja schon selbst geschrieben: viewtopic.php?f=17&t=19033#p78394

beastmoar · Post by **beastmoar** » 30 Apr 2013, 15:43

Ja genau das hab ich jetzt eingefügt:

<label>$Text{"Telefon"}</label><div title="$QData{"UserPhone"} ($QData{"UserPhone"})">$QData{"UserPhone","15"} </div>

unter Name erscheint auch der Text Telefon aber leider nichts befüllt....

reneeb · Post by **reneeb** » 30 Apr 2013, 16:04

Dann füge mal unter

Code: Select all

        my %Customer = $Self->{CustomerUserObject}->CustomerUserDataGet(
            User => $Article{CustomerUserID},
        );

noch folgendes ein:

Code: Select all

use Data::Dumper;
$Self->{LogObject}->Log( Priority => 'notice', Message => Dumper \%Customer );

Dann siehst Du im OTRS-Log welche Informationen Du über den Kunden hast. Daran kannst Du auch erkennnen, welche Variable Du in der .dtl abfragen musst.

beastmoar · Post by **beastmoar** » 30 Apr 2013, 16:25

das sollte doch eigentlich passen?

Code: Select all

  'UserCustomerID',
                                     'CustomerID',
                                     'mail',
                                     0,
                                     1,
                                     'var'
                                   ],
                                   [
                                     'UserPhone',
                                     'Phone',
                                     'telephonenumber',
                                     1,
                                     0,
                                     'var'
                                   ]
                                 ],
                        'CustomerKey' => 'sAMAccountName',
                        'CustomerUserPostMasterSearchFields' => [
                                                                  'mail'
                                                                ],
                        'CustomerUserNameFields' => [
                                                      'givenname',
                                                      'sn'
                                                    ]
                      },
          'UserPhone' => '-185',
          'UserCustomerID' => 'xxx@xxx',
          'UserFirstname' => 'Petra',
          'UserSalutation' => '',
          'Source' => 'CustomerUser',
          'CompanyConfig' => {

reneeb · Post by **reneeb** » 30 Apr 2013, 16:46

Ja, sollte eigentlich passen. Zeig mal Deine .dtl...

beastmoar · Post by **beastmoar** » 02 May 2013, 07:33

Hier bitte:

Code: Select all

# --
# AgentTicketOverviewPreview.dtl - provides HTML Ticket Overview
# Copyright (C) 2001-2012 xxx, http://otrs.org/
# --
# $Id: AgentTicketOverviewPreview.dtl,v 1.77 2012/04/20 12:16:58 mg 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.
# --
<!-- dtl:block:DocumentActionRow -->
<ul class="Actions">
<!-- dtl:block:DocumentActionRowBulk -->
    <li class="Bulk">
        <span>
            <input type="checkbox" class="AutocompleteOff" title="$Text{"Select all"}" id="SelectAllTickets" />
            <label class="InvisibleText" for="SelectAllTickets">$Text{"Select all"}</label>
        </span>
    </li>
    <li id="BulkAction" class="Bulk Inactive $QData{"CSS"}">
        <a href="#">$Text{"$Data{"Name"}"}</a>
    </li>
<!-- dtl:block:DocumentActionRowBulk -->
<!-- dtl:block:DocumentActionRowItem -->
    <li class="$QData{"CSS"}"><a href="#">$Text{"$Data{"Name"}"}</a></li>
<!-- dtl:block:DocumentActionRowItem -->
</ul>
<!-- dtl:block:DocumentActionRow -->

<!-- dtl:block:DocumentHeader -->
<!-- dtl:js_on_document_complete -->
<script type="text/javascript">//<![CDATA[
    Core.UI.ActionRow.Init();
//]]></script>
<!-- dtl:js_on_document_complete -->
<ul id="TicketOverviewLarge" class="Overview OverviewLarge $QData{"Class"}">
<!-- dtl:block:DocumentHeader -->

<!-- dtl:block:NoTicketFound -->
    <li id="EmptyMessageLarge">
        $Text{"No ticket data found."}
    </li>
<!-- dtl:block:NoTicketFound -->

<!-- dtl:block:DocumentContent -->
    <li id="TicketID_$QData{"TicketID"}" class="MasterAction">
        <div class="Content $QData{"AdditionalClasses"}">
<!-- dtl:block:InlineActionRow -->
            <ul class="Actions InlineActions">
<!-- dtl:block:InlineActionRowItem -->
                <li><a class="$QData{"Class"}" href="$QData{"Link"}" title="$QData{"Description"}">$QData{"Name"}</a></li>
<!-- dtl:block:InlineActionRowItem -->
<!-- dtl:block:InlineActionRowItemHTML -->
                $Data{"HTML"}
<!-- dtl:block:InlineActionRowItemHTML -->
            </ul>
<!-- dtl:js_on_document_complete -->
<script type="text/javascript">//<![CDATA[
    // Shows InlineActionRow on hover
    $('.OverviewLarge > li').bind('mouseenter', function() {
        $(this).find('ul.InlineActions').show();
    }).bind('mouseleave', function() {
        $(this).find('ul.InlineActions').hide();
    });

    // Fix for IE: Hovering the options of the select triggers a mouseleave of the li, so we have to stop the event propagation
    $('.OverviewLarge > li ul.InlineActions li form select').bind('mouseleave', function (Event) {
        Event.stopPropagation();
    });

    // Stop propagation on click on a part of the InlienActionRow without a link
    // Otherwise that would trigger the li-wide link to the ticketzoom
    $('ul.InlineActions').click(function (Event) {
        Event.cancelBubble = true;
        if (Event.stopPropagation) {
            Event.stopPropagation();
        }
    });
//]]></script>
<!-- dtl:js_on_document_complete -->
<!-- dtl:block:InlineActionRow -->
<!-- dtl:block:Bulk -->
            <input class="Checkbox AutocompleteOff" type="checkbox" name="TicketID" value="$QData{"TicketID"}" />
<!-- dtl:block:Bulk -->
<!-- dtl:block:Meta -->
<!-- dtl:block:MetaIcon -->
            <div class="$QData{"Class"}" title="$Text{"$Data{"Title"}"}">
                <span class="$QData{"ClassSpan"}">$Text{"$Data{"Title"}"}</span>
            </div>
<!-- dtl:block:MetaIcon -->
<!--[if IE 7]>
            <div class="ReallyStupidIE7Hack">&nbsp;</div>
            <![endif]-->
<!-- dtl:block:Meta -->
            <div class="Infos">
                <h2>
                    <a href="$Env{"Baselink"}Action=AgentTicketZoom;TicketID=$LQData{"TicketID"}" title="$QData{"Title","60"}" class="MasterActionLink">$Config{"Ticket::Hook"}: $Data{"TicketNumber"} &ndash; $QData{"Title","60"}</a>
                </h2>
<!-- dtl:block:MenuItem -->
                <a href="$Env{"Baselink"}$Data{"Link"}" $Data{"LinkParam"} class="menuitem" title="$Text{"$Data{"Description"}"}">$Text{"$Data{"Name"}"}</a>
<!-- dtl:block:MenuItem -->
                <table>
                    <tbody>
                        <tr>
                            <td>
                                <label>$Text{"Age"}</label>$QData{"Age"}
                            </td>
                            <td>
                                <label>$Text{"Queue"}</label><div title="$QData{"Queue"}">$QData{"Queue","26"}</div>
                            </td>
                        </tr>
                        <tr>
                            <td>
                                <label>$Text{"Created"}</label>$TimeLong{"$Data{"Created"}"}
                            </td>
                            <td>
                                <label>$Text{"State"}</label><div title="$Text{"$Data{"State"}"}">$Text{"$Data{"State"}","26"}</div>
                            </td>
                        </tr>
<!-- dtl:block:Service -->
                        <tr>
                            <td>
                                <label>$Text{"Service"}</label><div title="$QData{"Service"}">$QData{"Service","26"}</div>
                            </td>
                            <td>
<!-- dtl:block:SLA -->
                                <label>$Text{"Service Level Agreement"}</label><div title="$QData{"SLA"}">$QData{"SLA","26"}</div>
<!-- dtl:block:SLA -->
                            </td>
                        </tr>
<!-- dtl:block:Service -->
                        <tr>
                            <td>
                                <label>$Text{"Owner"}</label><div title="$QData{"UserFirstname"} $QData{"UserLastname"} ($QData{"Owner"})">$QData{"UserFirstname","15"} $QData{"UserLastname","15"}</div>
                            </td>
                            <td>
                                <label>$Text{"Lock"}</label><div title="$Text{"$Data{"Lock"}"}">$Text{"$Data{"Lock"}","26"}</div>
                            </td>
                        </tr>
                        <tr class="Middle">
                            <td>
<!-- dtl:block:CustomerID -->
                                <label>$Text{"CustomerID"}</label>
<!-- dtl:block:CustomerIDRW -->
                                <div title="$QData{"CustomerID"}"><a href="$Config{"CustomerDBLink"}" class="AsPopup PopupType_TicketAction" $Config{"CustomerDBLinkTarget"}>$QData{"CustomerID", "26"}</a></div>
<!-- dtl:block:CustomerIDRW -->
<!-- dtl:block:CustomerIDRO -->
                                <div title="$QData{"CustomerID"}">$QData{"CustomerID", "26"}</div>
<!-- dtl:block:CustomerIDRO -->
<!-- dtl:block:CustomerName -->
                                <div title="$QData{"CustomerName"}">$QData{"CustomerName","26"}</div>
<!-- dtl:block:CustomerName -->

<label>$Text{"Telefon"}</label><div title="$QData{"CustomerPhone"} ($QData{"CustomerPhone"})">$QData{"CustomerPhone","15"} </div>

<!-- dtl:block:CustomerID -->
                            </td>
                            <td>
<!-- dtl:block:FirstResponseTime -->
                                <label>$Text{"First Response Time"}</label>
                                <div title="$Text{"Service Time"}: $QData{"FirstResponseTimeWorkingTime"}" class="$QData{"FirstResponseTimeClass"}">$QData{"FirstResponseTimeHuman"} / $TimeShort{"$QData{"FirstResponseTimeDestinationDate"}"}</div>
<!-- dtl:block:FirstResponseTime -->
                            </td>
                        </tr>
                        <tr>
                            <td>
<!-- dtl:block:Type -->
                                <label>$Text{"Type"}</label><div title="$QData{"Type"}">$QData{"Type","18"}</div>
<!-- dtl:block:Type -->
                            </td>
                            <td>
<!-- dtl:block:UpdateTime -->
                                <label>$Text{"Update Time"}</label>
                                <div title="$Text{"Service Time"}: $QData{"UpdateTimeWorkingTime"}" class="$QData{"UpdateTimeClass"}">$QData{"UpdateTimeHuman"} / $TimeShort{"$QData{"UpdateTimeDestinationDate"}"}</div>
<!-- dtl:block:UpdateTime -->
                            </td>
                        </tr>
                        <tr>
                            <td></td>
                            <td>
<!-- dtl:block:SolutionTime -->
                                <label>$Text{"Solution Time"}</label>
                                <div title="$Text{"Service Time"}: $QData{"SolutionTimeWorkingTime"}" class="$QData{"SolutionTimeClass"}">$QData{"SolutionTimeHuman"} / $TimeShort{"$QData{"SolutionTimeDestinationDate"}"}</div>
<!-- dtl:block:SolutionTime -->
                            </td>
                        </tr>

<!-- dtl:block:DynamicFieldTableRow -->
                        <tr class="$Data{"Class"}">
<!-- dtl:block:DynamicFieldTableRowRecord -->
                            <td>
                                <label>$Text{"$Data{"Label"}"}</label>
<!-- dtl:block:DynamicFieldTableRowRecordLink -->
                                <div title="$Data{"Title"}"><a href="$Data{"Link"}" class="DynamicFieldLink">$Data{"Value"}</a></div>
<!-- dtl:block:DynamicFieldTableRowRecordLink -->
<!-- dtl:block:DynamicFieldTableRowRecordPlain -->
                                <div title="$Data{"Title"}"><span>$Data{"Value"}</span></div>
<!-- dtl:block:DynamicFieldTableRowRecordPlain -->
                            </td>
<!-- dtl:block:DynamicFieldTableRowRecord -->
                        </tr>
<!-- dtl:block:DynamicFieldTableRow -->

# example of how to use fixed dynamic field blocks for customizations
# Note: Field1 and Field2 are the names of the fields and had to be replaced with the actual
# field names
#                    <tr>
#<!-- dtl:block:DynamicField_Field1_TableRowRecord -->
#                        <td>
#                            <label>$Text{"$Data{"Label"}"}</label>
#<!-- dtl:block:DynamicField_Field1_TableRowRecordLink -->
#                            <div title="$Data{"Title"}"><a href="$Data{"Link"}" class="DynamicFieldLink">$Data{"Value"}</a></div>
#<!-- dtl:block:DynamicField_Field1_TableRowRecordLink -->
#<!-- dtl:block:DynamicField_Field1_TableRowRecordPlain -->
#                            <div title="$Data{"Title"}"><span>$Data{"Value"}</span></div>
#<!-- dtl:block:DynamicField_Field1_TableRowRecordPlain -->
#                        </td>
#<!-- dtl:block:DynamicField_Field1_TableRowRecord -->
#                    </tr>
#                    <tr>
#<!-- dtl:block:DynamicField_Field2_TableRowRecord -->
#                        <td>
#                            <label>$Text{"$Data{"Label"}"}</label>
#<!-- dtl:block:DynamicField_Field2_TableRowRecordLink -->
#                            <div title="$Data{"Title"}"><a href="$Data{"Link"}" class="DynamicFieldLink">$Data{"Value"}</a></div>
#<!-- dtl:block:DynamicField_Field2_TableRowRecordLink -->
#<!-- dtl:block:DynamicField_Field2_TableRowRecordPlain -->
#                            <div title="$Data{"Title"}"><span>$Data{"Value"}</span></div>
#<!-- dtl:block:DynamicField_Field2_TableRowRecordPlain -->
#                        </td>
#<!-- dtl:block:DynamicField_Field2_TableRowRecord -->
#                    </tr>

                    </tbody>
                </table>
            </div>

<!-- dtl:block:ArticlesPreviewArea -->
            <div class="Preview">
                <ul class="$QData{"Class"}">
<!-- dtl:block:ArticlePreview -->
                    <li class="$QData{"Class"}">
                        <h3>
                            <a href="#" title="$QData{"From"} &ndash; $QData{"Subject"} &ndash; $TimeShort{"$QData{"Created"}"}">
                                <span class="Headline">
                                    $QData{"FromRealname","50"} &ndash;
                                    <span class="Subject">$QData{"Subject","70"}</span>
                                </span>
                                <span class="DateTime">$TimeShort{"$QData{"Created"}"}</span>
                                <span class="Clear"></span>
                            </a>
                        </h3>
                        <div class="HiddenBlock">
<!-- dtl:block:ArticlePreviewActionRow -->
                            <div class="ActionRow">
                                <ul class="Actions">
<!-- dtl:block:ArticlePreviewActionRowItem -->
                                    <li class="$QData{"Class"}">
                                        <form title="$Text{"$Data{"Name"}"}" action="$Env{"CGIHandle"}" method="post" id="$QData{"FormID"}">
                                            <input type="hidden" name="Action" value="$QData{"Action"}"/>
                                            <input type="hidden" name="TicketID" value="$QData{"TicketID"}"/>
                                            <input type="hidden" name="ArticleID" value="$QData{"ArticleID"}"/>
                                            <input type="hidden" name="ReplyAll" value="$QData{"ReplyAll"}"/>
                                            <label for="ResponseID$QData{"ArticleID"}" class="InvisibleText">$Text{"$Data{"Name"}"}:</label>
                                            $Data{"StandardResponsesStrg"}
                                        </form>
<!--dtl:js_on_document_complete-->
<script type="text/javascript">//<![CDATA[
    $('#$QData{"FormID"} select[name=ResponseID]').bind('change', function (Event) {
        var URL;

        if ($(this).val() > 0) {
            var URL = Core.Config.Get('Baselink') + $(this).parents().serialize();
            Core.UI.Popup.OpenPopup(URL, 'TicketAction');
            // reset the select box so that it can be used again from the same window
            $(this).val('0');
        }
    });
    // make sure this click event does not bubble up to the table row and execute its click handler
    $('#$QData{"FormID"} select[name=ResponseID]').bind('click', function (Event) {
        Event.stopPropagation();
        return false;
    });
//]]></script>
<!--dtl:js_on_document_complete-->
                                    </li>
<!-- dtl:block:ArticlePreviewActionRowItem -->
                                </ul>
                                <div class="ClearLeft"></div>
                            </div>
<!-- dtl:block:ArticlePreviewActionRow -->
                            <div class="Content ArticleBody">
$Data{"BodyNote"}
$Data{"Body"}
                            </div>
                        </div>
                    </li>
<!-- dtl:block:ArticlePreview -->
                </ul>
            </div>
<!-- dtl:block:ArticlesPreviewArea -->

            <div class="Shadow"></div>
        </div>
    </li>
<!-- dtl:block:DocumentContent -->

<!-- dtl:block:DocumentFooter -->
</ul>


<form name="bulk" action="">
    <input type="hidden" name="TicketID" value=""/>
</form>

<form action="$Env{"CGIHandle"}" method="post" enctype="multipart/form-data" name="matrix">
    <input type="hidden" name="Action" value="AgentTicketBulk"/>
<!-- dtl:block:DocumentFooterBulkItem -->
    <input type="hidden" name="TicketID" value=""/>
<!-- dtl:block:DocumentFooterBulkItem -->
    <input type="hidden" name="TicketID" value=""/>
</form>
<!-- dtl:block:DocumentFooter -->

<!-- dtl:block:DocumentMenuItem -->
<li id="$QData{"ID"}">
    <a href="#" title="$Text{"$Data{"Description"}"}">$Text{"$Data{"Name"}"}</a>
</li>
<!-- dtl:block:DocumentMenuItem -->
<!-- dtl:block:DocumentMenuItemMoveForm -->
<li class="$QData{"Class"}">
    <form title="$Text{"Move ticket to a different queue"}" action="$Env{"CGIHandle"}" method="get">
        <input type="hidden" name="Action" value="AgentTicketMove"/>
        <input type="hidden" name="QueueID" value="$QData{"QueueID"}"/>
        <input type="hidden" name="TicketID" value="$QData{"TicketID"}"/>
        <label for="DestQueueID" class="InvisibleText">$Text{"Change queue"}:</label>
        $Data{"MoveQueuesStrg"}
    </form>
<!-- dtl:js_on_document_complete -->
<script type="text/javascript">//<![CDATA[
    $('select[name=DestQueueID]').live('change', function (Event) {
        $(this).closest('form').submit();
    });
//]]></script>
<!-- dtl:js_on_document_complete -->
</li>
<!-- dtl:block:DocumentMenuItemMoveForm -->

<!-- dtl:js_on_document_complete -->
<!-- dtl:block:DocumentReadyActionRowAdd -->
<script type="text/javascript">//<![CDATA[
    Core.UI.ActionRow.AddActions($('#TicketID_$QData{"TicketID"}'), $Data{"Data"});
//]]></script>
<!-- dtl:block:DocumentReadyActionRowAdd -->
<!-- dtl:block:DocumentReadyStart -->
<script type="text/javascript">//<![CDATA[
    Core.UI.StaticTableControl($('#OverviewControl'));
    $('.MasterAction').bind('click', function (Event) {
        var $MasterActionLink = $(this).find('.MasterActionLink');
        // only act if the link was not clicked directly
        if (Event.target !== $MasterActionLink.get(0)) {
            window.location = $MasterActionLink.attr('href');
            return false;
        }
    });
    Core.UI.Accordion.Init($('.Preview > ul'), 'li h3 a', '.HiddenBlock');
//]]></script>
<!-- dtl:block:DocumentReadyStart -->
<!-- dtl:js_on_document_complete -->

<!-- dtl:js_on_document_complete -->
<script type="text/javascript">//<![CDATA[
    $('a.AsPopup').bind('click', function (Event) {
        var Matches,
            PopupType = 'TicketAction';

        Matches = $(this).attr('class').match(/PopupType_(\w+)/);
        if (Matches) {
            PopupType = Matches[1];
        }

        Core.UI.Popup.OpenPopup($(this).attr('href'), PopupType);
        return false;
    });
    $('a.DynamicFieldLink').bind('click', function (Event) {
        Core.UI.Popup.OpenPopup($(this).attr('href'), 'DynamicFieldLink');
        return false;
    });
//]]></script>
<!-- dtl:js_on_document_complete -->

reneeb · Post by **reneeb** » 02 May 2013, 15:10

UserPhone statt CustomerPhone

beastmoar · Post by **beastmoar** » 02 May 2013, 15:30

sorry, hatte ich vergessen zu schreiben, hatte ich beides schon versucht...

Grüße
Alex

reneeb · Post by **reneeb** » 02 May 2013, 16:32

Mach mal aus

Code: Select all

<!-- dtl:block:CustomerName -->
                                <div title="$QData{"CustomerName"}">$QData{"CustomerName","26"}</div>
<!-- dtl:block:CustomerName -->

<label>$Text{"Telefon"}</label><div title="$QData{"CustomerPhone"} ($QData{"CustomerPhone"})">$QData{"CustomerPhone","15"} </div>

das hier:

Code: Select all

<!-- dtl:block:CustomerName -->
                                <div title="$QData{"CustomerName"}">$QData{"CustomerName","26"}</div>
<label>$Text{"Telefon"}</label><div title="$QData{"UserPhone"} ($QData{"UserPhone"})">$QData{"UserPhone","15"} </div>
<!-- dtl:block:CustomerName -->

beastmoar · Post by **beastmoar** » 03 May 2013, 07:28

Dann wird nicht mal mehr der Text "Telefon" angezeigt... Das kann doch normal nicht so schwer sein... im agent-ticket-zoom wirds ja auch angezeigt siehe Screenshot... Ich habs aber nicht gefunden wo er es her holt :_(

reneeb · Post by **reneeb** » 03 May 2013, 12:00

Dann nimm Deine vorherige .dtl und ändere die .pm:

Code: Select all

        my %Customer = $Self->{CustomerUserObject}->CustomerUserDataGet(
            User => $Article{CustomerUserID},
        );
        $Param{UserPhone} = $Customer{UserPhone}; # das hier ist neu...

beastmoar · Post by **beastmoar** » 03 May 2013, 12:49

Wird nur Telefon ohne Nummer angezeigt

Code: Select all

# --
# Kernel/Output/HTML/TicketOverviewPreview.pm
# Copyright (C) 2001-2012 xxx, http://otrs.org/
# --
# $Id: TicketOverviewPreview.pm,v 1.72.2.1 2012/06/12 10:24:32 mg 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::Output::HTML::TicketOverviewPreview;

use strict;
use warnings;

use Kernel::System::CustomerUser;
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: 1.72.2.1 $) [1];

sub new {
    my ( $Type, %Param ) = @_;

    # allocate new hash for object
    my $Self = \%Param;
    bless( $Self, $Type );

    # get needed objects
    for (
        qw(ConfigObject LogObject DBObject LayoutObject UserID UserObject GroupObject TicketObject MainObject QueueObject)
        )
    {
        $Self->{$_} = $Param{$_} || die "Got no $_!";
    }

    $Self->{CustomerUserObject} = Kernel::System::CustomerUser->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::OverviewPreview")->{DynamicField};

    # get the dynamic fields for this screen
    $Self->{DynamicField} = $Self->{DynamicFieldObject}->DynamicFieldListGet(
        Valid       => 1,
        ObjectType  => ['Ticket'],
        FieldFilter => $Self->{DynamicFieldFilter} || {},
    );

    return $Self;
}

sub ActionRow {
    my ( $Self, %Param ) = @_;

    # check if bulk feature is enabled
    my $BulkFeature = 0;
    if ( $Param{Bulk} && $Self->{ConfigObject}->Get('Ticket::Frontend::BulkFeature') ) {
        my @Groups;
        if ( $Self->{ConfigObject}->Get('Ticket::Frontend::BulkFeatureGroup') ) {
            @Groups = @{ $Self->{ConfigObject}->Get('Ticket::Frontend::BulkFeatureGroup') };
        }
        if ( !@Groups ) {
            $BulkFeature = 1;
        }
        else {
            for my $Group (@Groups) {
                next if !$Self->{LayoutObject}->{"UserIsGroup[$Group]"};
                if ( $Self->{LayoutObject}->{"UserIsGroup[$Group]"} eq 'Yes' ) {
                    $BulkFeature = 1;
                    last;
                }
            }
        }
    }

    $Self->{LayoutObject}->Block(
        Name => 'DocumentActionRow',
        Data => \%Param,
    );

    if ($BulkFeature) {
        $Self->{LayoutObject}->Block(
            Name => 'DocumentActionRowBulk',
            Data => {
                %Param,
                Name => 'Bulk',
            },
        );
    }

    # init for table control
    $Self->{LayoutObject}->Block(
        Name => 'DocumentReadyStart',
        Data => \%Param,
    );

    my $Output = $Self->{LayoutObject}->Output(
        TemplateFile => 'AgentTicketOverviewPreview',
        Data         => \%Param,
    );

    return $Output;
}

sub SortOrderBar {
    my ( $Self, %Param ) = @_;
    return '';
}

sub Run {
    my ( $Self, %Param ) = @_;

    # check needed stuff
    for (qw(TicketIDs PageShown StartHit)) {
        if ( !$Param{$_} ) {
            $Self->{LogObject}->Log( Priority => 'error', Message => "Need $_!" );
            return;
        }
    }

    # check if bulk feature is enabled
    my $BulkFeature = 0;
    if ( $Param{Bulk} && $Self->{ConfigObject}->Get('Ticket::Frontend::BulkFeature') ) {
        my @Groups;
        if ( $Self->{ConfigObject}->Get('Ticket::Frontend::BulkFeatureGroup') ) {
            @Groups = @{ $Self->{ConfigObject}->Get('Ticket::Frontend::BulkFeatureGroup') };
        }
        if ( !@Groups ) {
            $BulkFeature = 1;
        }
        else {
            for my $Group (@Groups) {
                next if !$Self->{LayoutObject}->{"UserIsGroup[$Group]"};
                if ( $Self->{LayoutObject}->{"UserIsGroup[$Group]"} eq 'Yes' ) {
                    $BulkFeature = 1;
                    last;
                }
            }
        }
    }

    $Self->{LayoutObject}->Block(
        Name => 'DocumentHeader',
        Data => \%Param,
    );

    my $OutputMeta = $Self->{LayoutObject}->Output(
        TemplateFile => 'AgentTicketOverviewPreview',
        Data         => \%Param,
    );
    my $OutputRaw = '';
    if ( !$Param{Output} ) {
        $Self->{LayoutObject}->Print( Output => \$OutputMeta );
    }
    else {
        $OutputRaw .= $OutputMeta;
    }
    my $Output        = '';
    my $Counter       = 0;
    my $CounterOnSite = 0;
    my @TicketIDsShown;

    # check if there are tickets to show
    if ( scalar @{ $Param{TicketIDs} } ) {

        for my $TicketID ( @{ $Param{TicketIDs} } ) {
            $Counter++;
            if (
                $Counter >= $Param{StartHit}
                && $Counter < ( $Param{PageShown} + $Param{StartHit} )
                )
            {
                push @TicketIDsShown, $TicketID;
                my $Output = $Self->_Show(
                    TicketID => $TicketID,
                    Counter  => $CounterOnSite,
                    Bulk     => $BulkFeature,
                    Config   => $Param{Config},
                    Output   => $Param{Output} || '',
                );
                $CounterOnSite++;
                if ( !$Param{Output} ) {
                    $Self->{LayoutObject}->Print( Output => $Output );
                }
                else {
                    $OutputRaw .= ${$Output};
                }
            }
        }
    }
    else {
        $Self->{LayoutObject}->Block( Name => 'NoTicketFound' );
    }

    if ($BulkFeature) {
        $Self->{LayoutObject}->Block(
            Name => 'DocumentFooter',
            Data => \%Param,
        );
        for my $TicketID (@TicketIDsShown) {
            $Self->{LayoutObject}->Block(
                Name => 'DocumentFooterBulkItem',
                Data => \%Param,
            );
        }
        my $OutputMeta = $Self->{LayoutObject}->Output(
            TemplateFile => 'AgentTicketOverviewPreview',
            Data         => \%Param,
        );
        if ( !$Param{Output} ) {
            $Self->{LayoutObject}->Print( Output => \$OutputMeta );
        }
        else {
            $OutputRaw .= $OutputMeta;
        }
    }
    return $OutputRaw;
}

sub _Show {
    my ( $Self, %Param ) = @_;

    # check needed stuff
    if ( !$Param{TicketID} ) {
        $Self->{LogObject}->Log( Priority => 'error', Message => 'Need TicketID!' );
        return;
    }

    # check if bulk feature is enabled
    if ( $Param{Bulk} ) {
        $Self->{LayoutObject}->Block(
            Name => 'Bulk',
            Data => \%Param,
        );
    }

    # collect params for ArticleGet
    my %ArticleGetParams = (
        TicketID      => $Param{TicketID},
        UserID        => $Self->{UserID},
        DynamicFields => 0,
        Order         => 'DESC',
        Limit         => 5,
    );

    # check if certain article sender types should be excluded from preview
    my $PreviewArticleSenderTypes
        = $Self->{ConfigObject}->Get('Ticket::Frontend::Overview::PreviewArticleSenderTypes');
    my @ActiveArticleSenderTypes;
    if ( ref $PreviewArticleSenderTypes eq 'HASH' ) {
        @ActiveArticleSenderTypes
            = grep { $PreviewArticleSenderTypes->{$_} == 1 } keys %{$PreviewArticleSenderTypes};
    }

    # if a list of active article sender types has been determined, add them to params hash
    if (@ActiveArticleSenderTypes) {
        $ArticleGetParams{ArticleSenderType} = \@ActiveArticleSenderTypes;
    }

    # get last 5 articles
    my @ArticleBody = $Self->{TicketObject}->ArticleGet(
        %ArticleGetParams,
    );
    my %Article = %{ $ArticleBody[0] || {} };
    my $ArticleCount = scalar @ArticleBody;

    my %Ticket = $Self->{TicketObject}->TicketGet(
        TicketID      => $Param{TicketID},
        DynamicFields => 0,
    );

    # Fallback for tickets without articles: get at least basic ticket data
    if ( !%Article ) {
        %Article = %Ticket;
    }

    # user info
    my %UserInfo = $Self->{UserObject}->GetUserData(
        UserID => $Article{OwnerID},
    );
    %Article = ( %UserInfo, %Article );

    # create human age
    $Article{Age} = $Self->{LayoutObject}->CustomerAge( Age => $Article{Age}, Space => ' ' );

    # fetch all std. responses ...
    my %StandardResponses
        = $Self->{QueueObject}->GetStandardResponses( QueueID => $Article{QueueID} );

    $Param{StandardResponsesStrg} = $Self->{LayoutObject}->BuildSelection(
        Name => 'ResponseID',
        Data => \%StandardResponses,
    );

    # customer info
    if ( $Param{Config}->{CustomerInfo} ) {
        if ( $Article{CustomerUserID} ) {
            $Article{CustomerName} = $Self->{CustomerUserObject}->CustomerName(
                UserLogin => $Article{CustomerUserID},
            );
        }
    }

    # get acl actions
    $Self->{TicketObject}->TicketAcl(
        Data          => '-',
        Action        => $Self->{Action},
        TicketID      => $Article{TicketID},
        ReturnType    => 'Action',
        ReturnSubType => '-',
        UserID        => $Self->{UserID},
    );
    my %AclAction = $Self->{TicketObject}->TicketAclActionData();

    # run ticket pre menu modules
    my @ActionItems;
    if ( ref $Self->{ConfigObject}->Get('Ticket::Frontend::PreMenuModule') eq 'HASH' ) {
        my %Menus = %{ $Self->{ConfigObject}->Get('Ticket::Frontend::PreMenuModule') };
        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 => $Param{TicketID}, );

            # run module
            my $Item = $Object->Run(
                %Param,
                Ticket => \%Article,
                ACL    => \%AclAction,
                Config => $Menus{$Menu},
            );

            next if !$Item;
            next if ref $Item ne 'HASH';
            for my $Key (qw(Name Link Description)) {
                next if !$Item->{$Key};
                $Item->{$Key} = $Self->{LayoutObject}->Output(
                    Template => $Item->{$Key},
                    Data     => \%Article,
                );
            }

            # add session id if needed
            if ( !$Self->{LayoutObject}->{SessionIDCookie} && $Item->{Link} ) {
                $Item->{Link}
                    .= ';'
                    . $Self->{LayoutObject}->{SessionName} . '='
                    . $Self->{LayoutObject}->{SessionID};
            }

            # create id
            $Item->{ID} = $Item->{Name};
            $Item->{ID} =~ s/(\s|&|;)//ig;

            $Self->{LayoutObject}->Block(
                Name => $Item->{Block} || 'DocumentMenuItem',
                Data => $Item,
            );
            my $Output = $Self->{LayoutObject}->Output(
                TemplateFile => 'AgentTicketOverviewPreview',
                Data         => $Item,
            );
            $Output =~ s/\n+//g;
            $Output =~ s/\s+/ /g;
            $Output =~ s/<\!--.+?-->//g;

            push @ActionItems, {
                HTML        => $Output,
                ID          => $Item->{ID},
                Name        => $Self->{LayoutObject}->{LanguageObject}->Get( $Item->{Name} ),
                Link        => $Self->{LayoutObject}->{Baselink} . $Item->{Link},
                Target      => $Item->{Target},
                PopupType   => $Item->{PopupType},
                Description => $Item->{Description},
                Block       => $Item->{Block} || 'DocumentMenuItem',

            };
        }
    }

    my $AdditionalClasses = $Param{Config}->{TicketActionsPerTicket} ? 'ShowInlineActions' : '';

    $Self->{LayoutObject}->Block(
        Name => 'DocumentContent',
        Data => {
            %Param,
            %Article,
            Class             => 'ArticleCount' . $ArticleCount,
            AdditionalClasses => $AdditionalClasses,
            Created           => $Ticket{Created},              # use value from ticket, not article
        },
    );

    # if "Actions per Ticket" (Inline Action Row) is active
    if ( $Param{Config}->{TicketActionsPerTicket} ) {
        $Self->{LayoutObject}->Block(
            Name => 'InlineActionRow',
            Data => \%Param,
        );

        # Add list entries for every action
        for my $Item (@ActionItems) {
            my $Link = $Item->{Link};
            if ( $Item->{Target} ) {
                $Link = '#';
            }

            my $Class = '';
            if ( $Item->{PopupType} ) {
                $Class = 'AsPopup PopupType_' . $Item->{PopupType};
            }

            if ( $Item->{Block} eq 'DocumentMenuItem' ) {
                $Self->{LayoutObject}->Block(
                    Name => 'InlineActionRowItem',
                    Data => {
                        TicketID    => $Param{TicketID},
                        QueueID     => $Article{QueueID},
                        ID          => $Item->{ID},
                        Name        => $Item->{Name},
                        Description => $Item->{Description},
                        Class       => $Class,
                        Link        => $Link,
                    },
                );
            }
            else {
                my $TicketID   = $Param{TicketID};
                my $SelectHTML = $Item->{HTML};
                $SelectHTML =~ s/id="DestQueueID"/id="DestQueueID$TicketID"/xmig;
                $SelectHTML =~ s/for="DestQueueID"/for="DestQueueID$TicketID"/xmig;
                $Self->{LayoutObject}->Block(
                    Name => 'InlineActionRowItemHTML',
                    Data => {
                        HTML => $SelectHTML,
                    },
                );
            }
        }
    }

    # check if bulk feature is enabled
    if ( $Param{Bulk} ) {
        $Self->{LayoutObject}->Block(
            Name => 'Bulk',
            Data => \%Param,
        );
    }

    # show ticket flags
    my @TicketMetaItems = $Self->{LayoutObject}->TicketMetaItems(
        Ticket => \%Article,
    );
    for my $Item (@TicketMetaItems) {
        $Self->{LayoutObject}->Block(
            Name => 'Meta',
            Data => $Item,
        );
        if ($Item) {
            $Self->{LayoutObject}->Block(
                Name => 'MetaIcon',
                Data => $Item,
            );
        }
    }

    # run article modules
    if ( $Article{ArticleID} ) {
        if ( ref $Self->{ConfigObject}->Get('Ticket::Frontend::ArticlePreViewModule') eq 'HASH' ) {
            my %Jobs = %{ $Self->{ConfigObject}->Get('Ticket::Frontend::ArticlePreViewModule') };
            for my $Job ( sort keys %Jobs ) {

                # load module
                if ( !$Self->{MainObject}->Require( $Jobs{$Job}->{Module} ) ) {
                    return $Self->{LayoutObject}->FatalError();
                }
                my $Object = $Jobs{$Job}->{Module}->new(
                    %{$Self},
                    ArticleID => $Article{ArticleID},
                    UserID    => $Self->{UserID},
                    Debug     => $Self->{Debug},
                );

                # run module
                my @Data = $Object->Check( Article => \%Article, %Param, Config => $Jobs{$Job} );

                for my $DataRef (@Data) {
                    if ( $DataRef->{Successful} ) {
                        $DataRef->{Result} = 'Error';
                    }
                    else {
                        $DataRef->{Result} = 'Success';
                    }

                    $Self->{LayoutObject}->Block(
                        Name => 'ArticleOption',
                        Data => $DataRef,
                    );
                }

                # filter option
                $Object->Filter( Article => \%Article, %Param, Config => $Jobs{$Job} );
            }
        }
    }

    # create output
    $Self->{LayoutObject}->Block(
        Name => 'AgentAnswer',
        Data => { %Param, %Article, %AclAction },
    );
    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}->Permission(
                Type     => $Config->{Permission},
                TicketID => $Param{TicketID},
                UserID   => $Self->{UserID},
                LogNo    => 1,
            );
            if ( !$Ok ) {
                $Access = 0;
            }
            if ($Access) {
                $Self->{LayoutObject}->Block(
                    Name => 'AgentAnswerCompose',
                    Data => { %Param, %Article, %AclAction },
                );
            }
        }
    }
    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}->Permission(
                Type     => $Config->{Permission},
                TicketID => $Param{TicketID},
                UserID   => $Self->{UserID},
                LogNo    => 1,
            );
            if ( !$OK ) {
                $Access = 0;
            }
        }
        if ($Access) {
            $Self->{LayoutObject}->Block(
                Name => 'AgentAnswerPhoneOutbound',
                Data => { %Param, %Article, %AclAction },
            );
        }
    }

    # ticket type
    if ( $Self->{ConfigObject}->Get('Ticket::Type') ) {
        $Self->{LayoutObject}->Block(
            Name => 'Type',
            Data => { %Param, %Article },
        );
    }

    # ticket service
    if ( $Self->{ConfigObject}->Get('Ticket::Service') && $Article{Service} ) {
        $Self->{LayoutObject}->Block(
            Name => 'Service',
            Data => { %Param, %Article },
        );
        if ( $Article{SLA} ) {
            $Self->{LayoutObject}->Block(
                Name => 'SLA',
                Data => { %Param, %Article },
            );
        }
    }

    # CustomerID and CustomerName
    if ( defined $Article{CustomerID} ) {
        $Self->{LayoutObject}->Block(
            Name => 'CustomerID',
            Data => { %Param, %Article },
        );



        # test access to frontend module
        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 => $Param{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 => { %Param, %Article },
        );
        #Ab hier neu 
my %Customer = $Self->{CustomerUserObject}->CustomerUserDataGet(
User => $Article{CustomerUserID},
);
 $Param{UserPhone} = $Customer{UserPhone};
#Ab hier neu 
        if ( defined $Article{CustomerName} ) {
            $Self->{LayoutObject}->Block(
                Name => 'CustomerName',
                Data => { %Param, %Article, %Customer },
            );
        }
    }

    # show first response time if needed
    if ( defined $Article{FirstResponseTime} ) {
        $Article{FirstResponseTimeHuman} = $Self->{LayoutObject}->CustomerAgeInHours(
            Age   => $Article{FirstResponseTime},
            Space => ' ',
        );
        $Article{FirstResponseTimeWorkingTime} = $Self->{LayoutObject}->CustomerAgeInHours(
            Age   => $Article{FirstResponseTimeWorkingTime},
            Space => ' ',
        );
        if ( 60 * 60 * 1 > $Article{FirstResponseTime} ) {
            $Article{FirstResponseTimeClass} = 'Warning'
        }
        $Self->{LayoutObject}->Block(
            Name => 'FirstResponseTime',
            Data => { %Param, %Article },
        );
    }

    # show update time if needed
    if ( defined $Article{UpdateTime} ) {
        $Article{UpdateTimeHuman} = $Self->{LayoutObject}->CustomerAgeInHours(
            Age   => $Article{UpdateTime},
            Space => ' ',
        );
        $Article{UpdateTimeWorkingTime} = $Self->{LayoutObject}->CustomerAgeInHours(
            Age   => $Article{UpdateTimeWorkingTime},
            Space => ' ',
        );
        if ( 60 * 60 * 1 > $Article{UpdateTime} ) {
            $Article{UpdateTimeClass} = 'Warning'
        }
        $Self->{LayoutObject}->Block(
            Name => 'UpdateTime',
            Data => { %Param, %Article },
        );
    }

    # show solution time if needed
    if ( defined $Article{SolutionTime} ) {
        $Article{SolutionTimeHuman} = $Self->{LayoutObject}->CustomerAgeInHours(
            Age   => $Article{SolutionTime},
            Space => ' ',
        );
        $Article{SolutionTimeWorkingTime} = $Self->{LayoutObject}->CustomerAgeInHours(
            Age   => $Article{SolutionTimeWorkingTime},
            Space => ' ',
        );
        if ( 60 * 60 * 1 > $Article{SolutionTime} ) {
            $Article{SolutionTimeClass} = 'Warning'
        }
        $Self->{LayoutObject}->Block(
            Name => 'SolutionTime',
            Data => { %Param, %Article },
        );
    }

    # Dynamic fields
    my $Counter = 0;
    my $Class   = 'Middle';

    # cycle trough the activated Dynamic Fields for this screen
    DYNAMICFIELD:
    for my $DynamicFieldConfig ( @{ $Self->{DynamicField} } ) {
        next DYNAMICFIELD if !IsHashRefWithData($DynamicFieldConfig);

        $Counter++;

        # get field value
        my $Value = $Self->{BackendObject}->ValueGet(
            DynamicFieldConfig => $DynamicFieldConfig,
            ObjectID           => $Param{TicketID},
        );

        next DYNAMICFIELD if ( !defined $Value );

        my $ValueStrg = $Self->{BackendObject}->DisplayValueRender(
            DynamicFieldConfig => $DynamicFieldConfig,
            Value              => $Value,
            ValueMaxChars      => 20,
            LayoutObject       => $Self->{LayoutObject},
        );

        my $Label = $DynamicFieldConfig->{Label};

        # create a new row if counter is starting
        if ( $Counter == 1 ) {
            $Self->{LayoutObject}->Block(
                Name => 'DynamicFieldTableRow',
                Data => {
                    Class => $Class,
                },
            );
        }

        # display separation row just once
        $Class = '';

        # outout dynamic field label
        $Self->{LayoutObject}->Block(
            Name => 'DynamicFieldTableRowRecord',
            Data => {
                Label => $Label,
            },
        );

        if ( $ValueStrg->{Link} ) {

            # outout dynamic field value link
            $Self->{LayoutObject}->Block(
                Name => 'DynamicFieldTableRowRecordLink',
                Data => {
                    Value                       => $ValueStrg->{Value},
                    Title                       => $ValueStrg->{Title},
                    Link                        => $ValueStrg->{Link},
                    $DynamicFieldConfig->{Name} => $ValueStrg->{Title},
                },
            );
        }
        else {

            # outout dynamic field value plain
            $Self->{LayoutObject}->Block(
                Name => 'DynamicFieldTableRowRecordPlain',
                Data => {
                    Value => $ValueStrg->{Value},
                    Title => $ValueStrg->{Title},
                },
            );
        }

        # only 2 dynamic fields by row are allowed, reset couter if needed
        if ( $Counter == 2 ) {
            $Counter = 0;
        }

        # example of dynamic fields order customization
        # outout dynamic field label
        $Self->{LayoutObject}->Block(
            Name => 'DynamicField_' . $DynamicFieldConfig->{Name} . '_TableRowRecord',
            Data => {
                Label => $Label,
            },
        );

        if ( $ValueStrg->{Link} ) {

            # outout dynamic field value link
            $Self->{LayoutObject}->Block(
                Name => 'DynamicField_' . $DynamicFieldConfig->{Name} . '_TableRowRecordLink',
                Data => {
                    Value                       => $ValueStrg->{Value},
                    Title                       => $ValueStrg->{Title},
                    Link                        => $ValueStrg->{Link},
                    $DynamicFieldConfig->{Name} => $ValueStrg->{Title},
                },
            );
        }
        else {

            # outout dynamic field value plain
            $Self->{LayoutObject}->Block(
                Name => 'DynamicField_' . $DynamicFieldConfig->{Name} . '_TableRowRecordPlain',
                Data => {
                    Value => $ValueStrg->{Value},
                    Title => $ValueStrg->{Title},
                },
            );
        }
    }

    # fill the rest of the Dynamic Fields row with empty cells, this will look better
    if ( $Counter > 0 && $Counter < 2 ) {

        for ( $Counter + 1 ... 2 ) {

            # outout dynamic field label
            $Self->{LayoutObject}->Block(
                Name => 'DynamicFieldTableRowRecord',
                Data => {
                    Label => '',
                },
            );

            # outout dynamic field value plain
            $Self->{LayoutObject}->Block(
                Name => 'DynamicFieldTableRowRecordPlain',
                Data => {
                    Value => '',
                    Title => '',
                },
            );
        }
    }

    if (@ArticleBody) {

        # check if a certain article type should be displayed as expanded
        my $PreviewArticleTypeExpanded
            = $Self->{ConfigObject}->Get('Ticket::Frontend::Overview::PreviewArticleTypeExpanded')
            || '';

        # if a certain article type should be shown as expanded, set the
        # last article of this type as active
        if ($PreviewArticleTypeExpanded) {

            my $ClassCount = 0;
            for my $ArticleItem (@ArticleBody) {
                next if !$ArticleItem;

                # check if current article type should be shown as expanded
                if ( $ArticleItem->{ArticleType} eq $PreviewArticleTypeExpanded ) {
                    $ArticleItem->{Class} = 'Active';
                    last;
                }

                # otherwise display the last article in the list as expanded (default)
                elsif ( $ClassCount == $#ArticleBody ) {
                    $ArticleBody[0]->{Class} = 'Active';
                }
                $ClassCount++;
            }
        }

        # otherwise display the last article in the list as expanded (default)
        else {
            $ArticleBody[0]->{Class} = 'Active';
        }

        $Self->{LayoutObject}->Block(
            Name => 'ArticlesPreviewArea',
            Data => { %Param, %Article, %AclAction },
        );
    }

    # show inline article
    for my $ArticleItem ( reverse @ArticleBody ) {

        # check if just a only html email
        my $MimeTypeText = $Self->{LayoutObject}->CheckMimeType(
            %{$ArticleItem},
            Action => 'AgentTicketZoom',
        );
        if ($MimeTypeText) {
            $ArticleItem->{BodyNote} = $MimeTypeText;
            $ArticleItem->{Body}     = '';
        }
        else {

            # html quoting
            $ArticleItem->{Body} = $Self->{LayoutObject}->Ascii2Html(
                NewLine => $Param{Config}->{DefaultViewNewLine}  || 90,
                Text    => $ArticleItem->{Body},
                VMax    => $Param{Config}->{DefaultPreViewLines} || 25,
                LinkFeature     => 1,
                HTMLResultMode  => 1,
                StripEmptyLines => $Param{Config}->{StripEmptyLines},
            );

            # do charset check
            my $CharsetText = $Self->{LayoutObject}->CheckCharset(
                %{$ArticleItem},
                Action => 'AgentTicketZoom',
            );
            if ($CharsetText) {
                $ArticleItem->{BodyNote} = $CharsetText;
            }
        }

        $ArticleItem->{Subject} = $Self->{TicketObject}->TicketSubjectClean(
            TicketNumber => $ArticleItem->{TicketNumber},
            Subject => $ArticleItem->{Subject} || '',
        );

        $Self->{LayoutObject}->Block(
            Name => 'ArticlePreview',
            Data => {
                %{$ArticleItem},
                Class => $ArticleItem->{Class},
            },
        );

        # show actions
        if ( $ArticleItem->{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}->Permission(
                        Type     => $Config->{Permission},
                        TicketID => $Article{TicketID},
                        UserID   => $Self->{UserID},
                        LogNo    => 1,
                    );
                    if ( !$Ok ) {
                        $Access = 0;
                    }
                }
                if ( $Config->{RequiredLock} ) {
                    my $Locked = $Self->{TicketObject}->LockIsTicketLocked(
                        TicketID => $Article{TicketID},
                    );
                    if ($Locked) {
                        my $AccessOk = $Self->{TicketObject}->OwnerCheck(
                            TicketID => $Article{TicketID},
                            OwnerID  => $Self->{UserID},
                        );
                        if ( !$AccessOk ) {
                            $Access = 0;
                        }
                    }
                }
                if ( $Access && !$Param{Output} ) {
                    $Self->{LayoutObject}->Block(
                        Name => 'ArticlePreviewActionRow',
                        Data => {
                            %{$ArticleItem}, %AclAction,
                        },
                    );

                    # fetch all std. responses
                    my %StandardResponses = $Self->{QueueObject}->GetStandardResponses(
                        QueueID => $Article{QueueID},
                    );

                    # get StandardResponsesStrg
                    $StandardResponses{0}
                        = '- ' . $Self->{LayoutObject}->{LanguageObject}->Get('Reply') . ' -';

                    # build html string
                    my $StandardResponsesStrg = $Self->{LayoutObject}->BuildSelection(
                        Name => 'ResponseID',
                        ID   => 'ResponseID' . $ArticleItem->{ArticleID},
                        Data => \%StandardResponses,
                    );

                    $Self->{LayoutObject}->Block(
                        Name => 'ArticlePreviewActionRowItem',
                        Data => {
                            %{$ArticleItem},
                            StandardResponsesStrg => $StandardResponsesStrg,
                            Name                  => 'Reply',
                            Class                 => 'AsPopup',
                            Action                => 'AgentTicketCompose',
                            FormID                => 'Reply' . $ArticleItem->{ArticleID},
                        },
                    );

                    # check if reply all is needed
                    my $Recipients = '';
                    for my $Key (qw(From To Cc)) {
                        next if !$ArticleItem->{$Key};
                        if ($Recipients) {
                            $Recipients .= ', ';
                        }
                        $Recipients .= $ArticleItem->{$Key};
                    }
                    my $RecipientCount = 0;
                    if ($Recipients) {
                        my $EmailParser = Kernel::System::EmailParser->new(
                            %{$Self},
                            Mode => 'Standalone',
                        );
                        my @Addresses = $EmailParser->SplitAddressLine( Line => $Recipients );
                        for my $Address (@Addresses) {
                            my $Email = $EmailParser->GetEmailAddress( Email => $Address );
                            next if !$Email;
                            my $IsLocal = $Self->{SystemAddress}->SystemAddressIsLocalAddress(
                                Address => $Email,
                            );
                            next if $IsLocal;
                            $RecipientCount++;
                        }
                    }
                    if ( $RecipientCount > 1 ) {

                        # get StandardResponsesStrg
                        $StandardResponses{0}
                            = '- '
                            . $Self->{LayoutObject}->{LanguageObject}->Get('Reply All') . ' -';
                        $StandardResponsesStrg = $Self->{LayoutObject}->BuildSelection(
                            Name => 'ResponseID',
                            ID   => 'ResponseIDAll' . $ArticleItem->{ArticleID},
                            Data => \%StandardResponses,
                        );

                        $Self->{LayoutObject}->Block(
                            Name => 'ArticlePreviewActionRowItem',
                            Data => {
                                %{$ArticleItem},
                                StandardResponsesStrg => $StandardResponsesStrg,
                                Name                  => 'Reply All',
                                Class                 => 'AsPopup',
                                Action                => 'AgentTicketCompose',
                                FormID                => 'ReplyAll' . $ArticleItem->{ArticleID},
                                ReplyAll              => 1,
                            },
                        );
                    }
                }
            }
        }
    }

    # add action items as js
    if ( @ActionItems && !$Param{Config}->{TicketActionsPerTicket} ) {
        my $JSON = $Self->{LayoutObject}->JSONEncode(
            Data => \@ActionItems,
        );

        $Self->{LayoutObject}->Block(
            Name => 'DocumentReadyActionRowAdd',
            Data => {
                TicketID => $Param{TicketID},
                Data     => $JSON,
            },
        );
    }

    # create & return output
    my $Output = $Self->{LayoutObject}->Output(
        TemplateFile => 'AgentTicketOverviewPreview',
        Data         => {
            %Param,
            %Article,
            %AclAction,
        },
    );
    return \$Output;
}
1;

reneeb · Post by **reneeb** » 03 May 2013, 16:28

In der .dtl hast Du schon UserPhone statt CustomerPhone stehen, oder?

beastmoar · Post by **beastmoar** » 10 May 2013, 14:33

ja passt alles...