Code: Select all
if (
ref $Self->{ConfigObject}->Get("Ticket::Frontend::$Param{Action}")->{StateType} ne
'ARRAY'
)The error occurs after I click on the new pull down that I created which is linked to the AgentTicketB2B.pm that I modified from AgentTicketPhone.pm
AgentTicketB2B.pm
Code: Select all
# --
# Kernel/Modules/AgentTicketPhone.pm - to handle phone calls
# Copyright (C) 2001-2011 xxx, http://otrs.org/
# --
# $Id: AgentTicketPhone.pm,v 1.178.2.1 2011/03/16 21:36:37 en Exp $
# --
# This software comes with ABSOLUTELY NO WARRANTY. For details, see
# the enclosed file COPYING for license information (AGPL). If you
# did not receive this file, see http://www.gnu.org/licenses/agpl.txt.
# --
package Kernel::Modules::AgentTicketB2B;
use strict;
use warnings;
use Kernel::System::SystemAddress;
use Kernel::System::CustomerUser;
use Kernel::System::CheckItem;
use Kernel::System::Web::UploadCache;
use Kernel::System::State;
use Kernel::System::LinkObject;
use Mail::Address;
use vars qw($VERSION);
$VERSION = qw($Revision: 1.178.2.1 $) [1];
sub new {
my ( $Type, %Param ) = @_;
# allocate new hash for object
my $Self = {%Param};
bless( $Self, $Type );
# check needed objects
for my $Needed (
qw(ParamObject DBObject TicketObject LayoutObject LogObject QueueObject ConfigObject)
)
{
if ( !$Self->{$Needed} ) {
$Self->{LayoutObject}->FatalError( Message => "Got no $Needed!" );
}
}
$Self->{SystemAddress} = Kernel::System::SystemAddress->new(%Param);
$Self->{CustomerUserObject} = Kernel::System::CustomerUser->new(%Param);
$Self->{CheckItemObject} = Kernel::System::CheckItem->new(%Param);
$Self->{StateObject} = Kernel::System::State->new(%Param);
$Self->{UploadCacheObject} = Kernel::System::Web::UploadCache->new(%Param);
$Self->{LinkObject} = Kernel::System::LinkObject->new(%Param);
# get form id
$Self->{FormID} = $Self->{ParamObject}->GetParam( Param => 'FormID' );
# create form id
if ( !$Self->{FormID} ) {
$Self->{FormID} = $Self->{UploadCacheObject}->FormIDCreate();
}
$Self->{Config} = $Self->{ConfigObject}->Get("Ticket::Frontend::$Self->{Action}");
return $Self;
}
sub Run {
my ( $Self, %Param ) = @_;
# get params
my %GetParam;
for my $Key (
qw(ArticleID LinkTicketID PriorityID NewUserID
From Subject Body NextStateID TimeUnits
Year Month Day Hour Minute
NewResponsibleID ResponsibleAll OwnerAll TypeID ServiceID SLAID
)
)
{
$GetParam{$Key} = $Self->{ParamObject}->GetParam( Param => $Key );
}
# get ticket free text params
for my $Count ( 1 .. 16 ) {
my $Key = 'TicketFreeKey' . $Count;
my $Text = 'TicketFreeText' . $Count;
$GetParam{$Key} = $Self->{ParamObject}->GetParam( Param => $Key );
$GetParam{$Text} = $Self->{ParamObject}->GetParam( Param => $Text );
}
# get ticket free time params
for my $Count ( 1 .. 6 ) {
for my $Type (qw(Used Year Month Day Hour Minute)) {
$GetParam{ "TicketFreeTime" . $Count . $Type } = $Self->{ParamObject}->GetParam(
Param => "TicketFreeTime" . $Count . $Type,
);
}
$GetParam{ 'TicketFreeTime' . $Count . 'Optional' }
= $Self->{ConfigObject}->Get( 'TicketFreeTimeOptional' . $Count ) || 0;
if ( !$Self->{ConfigObject}->Get( 'TicketFreeTimeOptional' . $Count ) ) {
$GetParam{ 'TicketFreeTime' . $Count . 'Used' } = 1;
}
# $Self->{LogObject}->Log( Priority => 'error', Message => "$Count" );
# $Self->{LogObject}->Log( Priority => 'error', Message => "$Self->{Config}->{TicketFreeTime}->{$Count}" );
if ( $Self->{Config}->{TicketFreeTime}->{$Count} == 2 ) {
$GetParam{ 'TicketFreeTime' . $Count . 'Required' } = 1;
}
}
# get article free text params
for my $Count ( 1 .. 3 ) {
my $Key = 'ArticleFreeKey' . $Count;
my $Text = 'ArticleFreeText' . $Count;
$GetParam{$Key} = $Self->{ParamObject}->GetParam( Param => $Key );
$GetParam{$Text} = $Self->{ParamObject}->GetParam( Param => $Text );
}
# transform pending time, time stamp based on user time zone
if (
defined $GetParam{Year}
&& defined $GetParam{Month}
&& defined $GetParam{Day}
&& defined $GetParam{Hour}
&& defined $GetParam{Minute}
)
{
%GetParam = $Self->{LayoutObject}->TransfromDateSelection(
%GetParam,
);
}
# transform free time, time stamp based on user time zone
for my $Count ( 1 .. 6 ) {
my $Prefix = 'TicketFreeTime' . $Count;
next if !$GetParam{ $Prefix . 'Year' };
next if !$GetParam{ $Prefix . 'Month' };
next if !$GetParam{ $Prefix . 'Day' };
next if !$GetParam{ $Prefix . 'Hour' };
next if !$GetParam{ $Prefix . 'Minute' };
%GetParam = $Self->{LayoutObject}->TransfromDateSelection(
%GetParam,
Prefix => $Prefix
);
}
if ( !$Self->{Subaction} || $Self->{Subaction} eq 'Created' ) {
# header
my $Output = $Self->{LayoutObject}->Header();
$Output .= $Self->{LayoutObject}->NavigationBar();
# if there is no ticket id!
if ( $Self->{TicketID} && $Self->{Subaction} eq 'Created' ) {
# notify info
my %Ticket = $Self->{TicketObject}->TicketGet( TicketID => $Self->{TicketID} );
$Output .= $Self->{LayoutObject}->Notify(
Info => 'Ticket "%s" created!", "' . $Ticket{TicketNumber},
Link => '$Env{"Baselink"}Action=AgentTicketZoom;TicketID=' . $Ticket{TicketID},
);
}
# store last queue screen
if (
$Self->{LastScreenOverview} !~ /Action=AgentTicketB2B/
&& $Self->{RequestedURL} !~ /Action=AgentTicketB2B.*LinkTicketID=/
)
{
$Self->{SessionObject}->UpdateSessionID(
SessionID => $Self->{SessionID},
Key => 'LastScreenOverview',
Value => $Self->{RequestedURL},
);
}
# get split article if given
# get ArticleID
my %Article;
my %CustomerData;
if ( $GetParam{ArticleID} ) {
%Article = $Self->{TicketObject}->ArticleGet( ArticleID => $GetParam{ArticleID} );
$Article{Subject} = $Self->{TicketObject}->TicketSubjectClean(
TicketNumber => $Article{TicketNumber},
Subject => $Article{Subject} || '',
);
# fill free text fields
for my $Count ( 1 .. 16 ) {
my $Key = 'TicketFreeKey' . $Count;
my $Text = 'TicketFreeText' . $Count;
if ( defined $Article{$Key} ) {
$GetParam{$Key} = $Article{$Key};
}
if ( defined $Article{$Text} ) {
$GetParam{$Text} = $Article{$Text};
}
}
# fill free time fields
for my $Count ( 1 .. 6 ) {
if ( defined $Article{ 'TicketFreeTime' . $Count } ) {
$GetParam{ 'TicketFreeTime' . $Count . 'Used' } = 1;
my $SystemTime = $Self->{TimeObject}->TimeStamp2SystemTime(
String => $Article{ 'TicketFreeTime' . $Count },
);
my ( $Sec, $Min, $Hour, $Day, $Month, $Year )
= $Self->{TimeObject}->SystemTime2Date(
SystemTime => $SystemTime,
);
$GetParam{ 'TicketFreeTime' . $Count . 'Year' } = $Year;
$GetParam{ 'TicketFreeTime' . $Count . 'Month' } = $Month;
$GetParam{ 'TicketFreeTime' . $Count . 'Day' } = $Day;
$GetParam{ 'TicketFreeTime' . $Count . 'Hour' } = $Hour;
$GetParam{ 'TicketFreeTime' . $Count . 'Minute' } = $Min;
}
}
# body preparation for plain text processing
$Article{Body} = $Self->{LayoutObject}->ArticleQuote(
TicketID => $Article{TicketID},
ArticleID => $GetParam{ArticleID},
FormID => $Self->{FormID},
UploadCacheObject => $Self->{UploadCacheObject},
AttachmentsInclude => 1,
);
if ( $Self->{LayoutObject}->{BrowserRichText} ) {
$Article{ContentType} = 'text/html';
}
else {
$Article{ContentType} = 'text/plain';
}
# show customer info
if ( $Self->{ConfigObject}->Get('Ticket::Frontend::CustomerInfoCompose') ) {
if ( $Article{CustomerUserID} ) {
%CustomerData = $Self->{CustomerUserObject}->CustomerUserDataGet(
User => $Article{CustomerUserID},
);
}
elsif ( $Article{CustomerID} ) {
%CustomerData = $Self->{CustomerUserObject}->CustomerUserDataGet(
CustomerID => $Article{CustomerID},
);
}
}
if ( $Article{CustomerUserID} ) {
my %CustomerUserList = $Self->{CustomerUserObject}->CustomerSearch(
UserLogin => $Article{CustomerUserID},
);
for my $KeyCustomerUserList ( sort keys %CustomerUserList ) {
$Article{From} = $CustomerUserList{$KeyCustomerUserList};
}
}
}
# get default selections
my %TicketFreeDefault;
for my $Count ( 1 .. 16 ) {
my $Key = 'TicketFreeKey' . $Count;
my $Text = 'TicketFreeText' . $Count;
$TicketFreeDefault{$Key} = $GetParam{$Key}
|| $Self->{ConfigObject}->Get( $Key . '::DefaultSelection' );
$TicketFreeDefault{$Text} = $GetParam{$Text}
|| $Self->{ConfigObject}->Get( $Text . '::DefaultSelection' );
}
# get free text config options
my %TicketFreeText;
for my $Count ( 1 .. 16 ) {
my $Key = 'TicketFreeKey' . $Count;
my $Text = 'TicketFreeText' . $Count;
$TicketFreeText{$Key} = $Self->{TicketObject}->TicketFreeTextGet(
TicketID => $Self->{TicketID},
Action => $Self->{Action},
Type => $Key,
UserID => $Self->{UserID},
CustomerUserID => $CustomerData{UserLogin} || '',
);
$TicketFreeText{$Text} = $Self->{TicketObject}->TicketFreeTextGet(
TicketID => $Self->{TicketID},
Action => $Self->{Action},
Type => $Text,
UserID => $Self->{UserID},
CustomerUserID => $CustomerData{UserLogin} || '',
);
# If Key has value 2, this means that the freetextfield is required
if ( $Self->{Config}->{TicketFreeText}->{$Count} == 2 ) {
$TicketFreeText{Required}->{$Count} = 1;
}
}
my %TicketFreeTextHTML = $Self->{LayoutObject}->AgentFreeText(
Config => \%TicketFreeText,
Ticket => {
%TicketFreeDefault,
$Self->{UserObject}->GetUserData(
UserID => $Self->{UserID},
),
},
);
# free time
my %TicketFreeTimeHTML = $Self->{LayoutObject}->AgentFreeDate(
%Param,
Ticket => \%GetParam,
);
# get article free text default selections
my %ArticleFreeDefault;
for my $Count ( 1 .. 3 ) {
my $Key = 'ArticleFreeKey' . $Count;
my $Text = 'ArticleFreeText' . $Count;
$ArticleFreeDefault{$Key} = $GetParam{$Key}
|| $Self->{ConfigObject}->Get( $Key . '::DefaultSelection' );
$ArticleFreeDefault{$Text} = $GetParam{$Text}
|| $Self->{ConfigObject}->Get( $Text . '::DefaultSelection' );
}
# article free text
my %ArticleFreeText;
for my $Count ( 1 .. 3 ) {
my $Key = 'ArticleFreeKey' . $Count;
my $Text = 'ArticleFreeText' . $Count;
$ArticleFreeText{$Key} = $Self->{TicketObject}->ArticleFreeTextGet(
TicketID => $Self->{TicketID},
Type => $Key,
Action => $Self->{Action},
UserID => $Self->{UserID},
CustomerUserID => $CustomerData{UserLogin} || '',
);
$ArticleFreeText{$Text} = $Self->{TicketObject}->ArticleFreeTextGet(
TicketID => $Self->{TicketID},
Type => $Text,
Action => $Self->{Action},
UserID => $Self->{UserID},
CustomerUserID => $CustomerData{UserLogin} || '',
);
# If Key has value 2, this means that the field is required
if ( $Self->{Config}->{ArticleFreeText}->{$Count} == 2 ) {
$ArticleFreeText{Required}->{$Count} = 1;
}
}
my %ArticleFreeTextHTML = $Self->{LayoutObject}->TicketArticleFreeText(
Config => \%ArticleFreeText,
Article => { %GetParam, %ArticleFreeDefault, },
);
# get all attachments meta data
my @Attachments = $Self->{UploadCacheObject}->FormIDGetAllFilesMeta(
FormID => $Self->{FormID},
);
# get and format default subject and body
my $Subject = $Article{Subject};
if ( !$Subject ) {
$Subject = $Self->{LayoutObject}->Output(
Template => $Self->{Config}->{Subject} || '',
);
}
my $Body = $Article{Body} || '';
if ( !$Body ) {
$Body = $Self->{LayoutObject}->Output(
Template => $Self->{Config}->{Body} || '',
);
}
# make sure body is rich text (if body is based on config)
if ( !$GetParam{ArticleID} && $Self->{LayoutObject}->{BrowserRichText} ) {
$Body = $Self->{LayoutObject}->Ascii2RichText(
String => $Body,
);
}
# html output
my $Services = $Self->_GetServices(
%GetParam,
CustomerUserID => $CustomerData{UserLogin} || '',
QueueID => $Self->{QueueID} || 1,
);
my $SLAs = $Self->_GetSLAs(
%GetParam,
CustomerUserID => $CustomerData{UserLogin} || '',
QueueID => $Self->{QueueID} || 1,
Services => $Services,
);
$Output .= $Self->_MaskPhoneNew(
QueueID => $Self->{QueueID},
NextStates => $Self->_GetNextStates(
%GetParam,
CustomerUserID => $CustomerData{UserLogin} || '',
QueueID => $Self->{QueueID} || 1,
),
Priorities => $Self->_GetPriorities(
%GetParam,
CustomerUserID => $CustomerData{UserLogin} || '',
QueueID => $Self->{QueueID} || 1,
),
Types => $Self->_GetTypes(
%GetParam,
CustomerUserID => $CustomerData{UserLogin} || '',
QueueID => $Self->{QueueID} || 1,
),
Services => $Services,
SLAs => $SLAs,
Users => $Self->_GetUsers( QueueID => $Self->{QueueID} ),
ResponsibleUsers => $Self->_GetUsers( QueueID => $Self->{QueueID} ),
To => $Self->_GetTos(
%GetParam,
CustomerUserID => $CustomerData{UserLogin} || '',
QueueID => $Self->{QueueID},
),
From => $Article{From},
Subject => $Subject,
Body => $Body,
CustomerID => $Article{CustomerID},
CustomerUser => $Article{CustomerUserID},
CustomerData => \%CustomerData,
Attachments => \@Attachments,
LinkTicketID => $GetParam{LinkTicketID} || '',
# %GetParam,
%TicketFreeTextHTML,
%TicketFreeTimeHTML,
%ArticleFreeTextHTML,
);
$Output .= $Self->{LayoutObject}->Footer();
return $Output;
}
# create new ticket and article
elsif ( $Self->{Subaction} eq 'StoreNew' ) {
my %Error;
my %StateData;
if ( $GetParam{NextStateID} ) {
%StateData = $Self->{TicketObject}->{StateObject}->StateGet(
ID => $GetParam{NextStateID},
);
}
my $NextState = $StateData{Name} || '';
my $Dest = $Self->{ParamObject}->GetParam( Param => 'Dest' ) || '';
my ( $NewQueueID, $To ) = split( /\|\|/, $Dest );
my $CustomerUser = $Self->{ParamObject}->GetParam( Param => 'CustomerUser' )
|| $Self->{ParamObject}->GetParam( Param => 'PreSelectedCustomerUser' )
|| $Self->{ParamObject}->GetParam( Param => 'SelectedCustomerUser' )
|| '';
my $SelectedCustomerUser = $Self->{ParamObject}->GetParam( Param => 'SelectedCustomerUser' )
|| '';
my $CustomerID = $Self->{ParamObject}->GetParam( Param => 'CustomerID' ) || '';
my $ExpandCustomerName = $Self->{ParamObject}->GetParam( Param => 'ExpandCustomerName' )
|| 0;
if ( $Self->{ParamObject}->GetParam( Param => 'OwnerAllRefresh' ) ) {
$GetParam{OwnerAll} = 1;
$ExpandCustomerName = 3;
}
if ( $Self->{ParamObject}->GetParam( Param => 'ResponsibleAllRefresh' ) ) {
$GetParam{ResponsibleAll} = 1;
$ExpandCustomerName = 3;
}
if ( $Self->{ParamObject}->GetParam( Param => 'ClearFrom' ) ) {
$GetParam{From} = '';
$ExpandCustomerName = 3;
}
for my $Count ( 1 .. 2 ) {
my $Item = $Self->{ParamObject}->GetParam( Param => "ExpandCustomerName$Count" ) || 0;
if ( $Count == 1 && $Item ) {
$ExpandCustomerName = 1;
}
elsif ( $Count == 2 && $Item ) {
$ExpandCustomerName = 2;
}
}
# rewrap body if exists
if ( $Self->{LayoutObject}->{BrowserRichText} && $GetParam{Body} ) {
$GetParam{Body}
=~ s/(^>.+|.{4,$Self->{ConfigObject}->Get('Ticket::Frontend::TextAreaNote')})(?:\s|\z)/$1\n/gm;
}
# If is an action about attachments
my $IsUpload = 0;
# attachment delete
for my $Count ( 1 .. 16 ) {
my $Delete = $Self->{ParamObject}->GetParam( Param => "AttachmentDelete$Count" );
next if !$Delete;
$Error{AttachmentDelete} = 1;
$Self->{UploadCacheObject}->FormIDRemoveFile(
FormID => $Self->{FormID},
FileID => $Count,
);
$IsUpload = 1;
}
# attachment upload
if ( $Self->{ParamObject}->GetParam( Param => 'AttachmentUpload' ) ) {
$IsUpload = 1;
%Error = ();
$Error{AttachmentUpload} = 1;
my %UploadStuff = $Self->{ParamObject}->GetUploadAll(
Param => 'FileUpload',
Source => 'string',
);
$Self->{UploadCacheObject}->FormIDAddFile(
FormID => $Self->{FormID},
%UploadStuff,
);
}
# get all attachments meta data
my @Attachments = $Self->{UploadCacheObject}->FormIDGetAllFilesMeta(
FormID => $Self->{FormID},
);
# check pending date
if ( $StateData{TypeName} && $StateData{TypeName} =~ /^pending/i ) {
if ( !$Self->{TimeObject}->Date2SystemTime( %GetParam, Second => 0 ) ) {
if ( $IsUpload == 0 ) {
$Error{DateInvalid} = ' ServerError';
}
}
if (
$Self->{TimeObject}->Date2SystemTime( %GetParam, Second => 0 )
< $Self->{TimeObject}->SystemTime()
)
{
if ( $IsUpload == 0 ) {
$Error{DateInvalid} = ' ServerError';
}
}
}
# get free text config options
my %TicketFreeText;
for my $Count ( 1 .. 16 ) {
my $Key = 'TicketFreeKey' . $Count;
my $Text = 'TicketFreeText' . $Count;
$TicketFreeText{$Key} = $Self->{TicketObject}->TicketFreeTextGet(
TicketID => $Self->{TicketID},
Type => $Key,
Action => $Self->{Action},
QueueID => $NewQueueID || 0,
UserID => $Self->{UserID},
CustomerUserID => $CustomerUser || $SelectedCustomerUser || '',
);
$TicketFreeText{$Text} = $Self->{TicketObject}->TicketFreeTextGet(
TicketID => $Self->{TicketID},
Type => $Text,
Action => $Self->{Action},
QueueID => $NewQueueID || 0,
UserID => $Self->{UserID},
CustomerUserID => $CustomerUser || $SelectedCustomerUser || '',
);
# If Key has value 2, this means that the freetextfield is required
if ( $Self->{Config}->{TicketFreeText}->{$Count} == 2 ) {
$TicketFreeText{Required}->{$Count} = 1;
}
# check required FreeTextField (if configured)
if (
$Self->{Config}->{TicketFreeText}->{$Count} == 2
&& $GetParam{$Text} eq ''
&& $ExpandCustomerName == 0
&& $IsUpload == 0
)
{
$TicketFreeText{Error}->{$Count} = 1;
$Error{$Text} = 'ServerError';
}
}
my %TicketFreeTextHTML = $Self->{LayoutObject}->AgentFreeText(
Config => \%TicketFreeText,
Ticket => \%GetParam,
);
# free time
my %TicketFreeTimeHTML = $Self->{LayoutObject}->AgentFreeDate( Ticket => \%GetParam, );
# article free text
my %ArticleFreeText;
for my $Count ( 1 .. 3 ) {
my $Key = 'ArticleFreeKey' . $Count;
my $Text = 'ArticleFreeText' . $Count;
$ArticleFreeText{$Key} = $Self->{TicketObject}->ArticleFreeTextGet(
TicketID => $Self->{TicketID},
Type => $Key,
Action => $Self->{Action},
UserID => $Self->{UserID},
CustomerUserID => $CustomerUser || $SelectedCustomerUser || '',
);
$ArticleFreeText{$Text} = $Self->{TicketObject}->ArticleFreeTextGet(
TicketID => $Self->{TicketID},
Type => $Text,
Action => $Self->{Action},
UserID => $Self->{UserID},
CustomerUserID => $CustomerUser || $SelectedCustomerUser || '',
);
# If Key has value 2, this means that the field is required
if ( $Self->{Config}->{ArticleFreeText}->{$Count} == 2 ) {
$ArticleFreeText{Required}->{$Count} = 1;
}
# check required ArticleTextField (if configured)
if (
$Self->{Config}->{ArticleFreeText}->{$Count} == 2
&& $GetParam{$Text} eq ''
&& $ExpandCustomerName == 0
&& $IsUpload == 0
)
{
$ArticleFreeText{Error}->{$Count} = 1;
$Error{$Text} = 'ServerError';
}
}
my %ArticleFreeTextHTML = $Self->{LayoutObject}->TicketArticleFreeText(
Config => \%ArticleFreeText,
Article => \%GetParam,
);
# expand customer name
my %CustomerUserData;
if ( $ExpandCustomerName == 1 ) {
# search customer
my %CustomerUserList;
%CustomerUserList = $Self->{CustomerUserObject}->CustomerSearch(
Search => $GetParam{From},
);
# check if just one customer user exists
# if just one, fillup CustomerUserID and CustomerID
$Param{CustomerUserListCount} = 0;
for my $KeyCustomerUser ( keys %CustomerUserList ) {
$Param{CustomerUserListCount}++;
$Param{CustomerUserListLast} = $CustomerUserList{$KeyCustomerUser};
$Param{CustomerUserListLastUser} = $KeyCustomerUser;
}
if ( $Param{CustomerUserListCount} == 1 ) {
$GetParam{From} = $Param{CustomerUserListLast};
$Error{ExpandCustomerName} = 1;
my %CustomerUserData = $Self->{CustomerUserObject}->CustomerUserDataGet(
User => $Param{CustomerUserListLastUser},
);
if ( $CustomerUserData{UserCustomerID} ) {
$CustomerID = $CustomerUserData{UserCustomerID};
}
if ( $CustomerUserData{UserLogin} ) {
$CustomerUser = $CustomerUserData{UserLogin};
}
}
# if more the one customer user exists, show list
# and clean CustomerUserID and CustomerID
else {
# don't check email syntax on multi customer select
$Self->{ConfigObject}->Set( Key => 'CheckEmailAddresses', Value => 0 );
$CustomerID = '';
$Param{FromOptions} = \%CustomerUserList;
# clear from if there is no customer found
if ( !%CustomerUserList ) {
$GetParam{From} = '';
}
$Error{ExpandCustomerName} = 1;
}
}
# get from and customer id if customer user is given
elsif ( $ExpandCustomerName == 2 ) {
%CustomerUserData = $Self->{CustomerUserObject}->CustomerUserDataGet(
User => $CustomerUser,
);
my %CustomerUserList = $Self->{CustomerUserObject}->CustomerSearch(
UserLogin => $CustomerUser,
);
for my $KeyCustomerUser ( keys %CustomerUserList ) {
$GetParam{From} = $CustomerUserList{$KeyCustomerUser};
}
if ( $CustomerUserData{UserCustomerID} ) {
$CustomerID = $CustomerUserData{UserCustomerID};
}
if ( $CustomerUserData{UserLogin} ) {
$CustomerUser = $CustomerUserData{UserLogin};
}
$Error{ExpandCustomerName} = 1;
}
# if a new destination queue is selected
elsif ( $ExpandCustomerName == 3 ) {
$Error{NoSubmit} = 1;
$CustomerUser = $SelectedCustomerUser;
}
# 'just' no submit
elsif ( $ExpandCustomerName == 4 ) {
$Error{NoSubmit} = 1;
}
# show customer info
my %CustomerData;
if ( $Self->{ConfigObject}->Get('Ticket::Frontend::CustomerInfoCompose') ) {
if ( $CustomerUser || $SelectedCustomerUser ) {
%CustomerData = $Self->{CustomerUserObject}->CustomerUserDataGet(
User => $CustomerUser || $SelectedCustomerUser,
);
}
elsif ($CustomerID) {
%CustomerData = $Self->{CustomerUserObject}->CustomerUserDataGet(
CustomerID => $CustomerID,
);
}
}
# check email address
for my $Email ( Mail::Address->parse( $GetParam{From} ) ) {
if ( !$Self->{CheckItemObject}->CheckEmail( Address => $Email->address() ) ) {
$Error{ErrorType} = $Self->{CheckItemObject}->CheckErrorType() . 'ServerErrorMsg';
$Error{FromInvalid} = ' ServerError';
}
}
if ( !$IsUpload && !$ExpandCustomerName ) {
if ( !$GetParam{From} )
{
$Error{'FromInvalid'} = ' ServerError';
}
if ( !$GetParam{Subject} ) {
$Error{'SubjectInvalid'} = ' ServerError';
}
if ( !$NewQueueID ) {
$Error{'DestinationInvalid'} = ' ServerError';
}
if (
$Self->{ConfigObject}->Get('Ticket::Service')
&& $GetParam{SLAID}
&& !$GetParam{ServiceID}
)
{
$Error{'ServiceInvalid'} = ' ServerError';
}
if ( ( !$GetParam{TypeID} ) && ( $Self->{ConfigObject}->Get('Ticket::Type') ) ) {
$Error{'TypeIDInvalid'} = ' ServerError';
}
if ( !$GetParam{Body} ) {
$Error{'RichTextInvalid'} = ' ServerError';
}
if (
( $Self->{ConfigObject}->Get('Ticket::Frontend::NeedAccountedTime') )
&& !defined $GetParam{TimeUnits}
)
{
$Error{'TimeUnitsInvalid'} = ' ServerError';
}
}
if (%Error) {
# get services
my $Services = $Self->_GetServices(
CustomerUserID => $CustomerUser || '',
QueueID => $NewQueueID || 1,
);
# reset previous ServiceID to reset SLA-List if no service is selected
if ( !$GetParam{ServiceID} || !$Services->{ $GetParam{ServiceID} } ) {
$GetParam{ServiceID} = '';
}
my $SLAs = $Self->_GetSLAs(
%GetParam,
CustomerUserID => $CustomerUser || $SelectedCustomerUser || '',
QueueID => $NewQueueID || 1,
Services => $Services,
);
# header
my $Output = $Self->{LayoutObject}->Header();
$Output .= $Self->{LayoutObject}->NavigationBar();
# html output
$Output .= $Self->_MaskPhoneNew(
QueueID => $Self->{QueueID},
Users =>
$Self->_GetUsers( QueueID => $NewQueueID, AllUsers => $GetParam{OwnerAll} ),
UserSelected => $GetParam{NewUserID},
ResponsibleUsers => $Self->_GetUsers(
QueueID => $NewQueueID,
AllUsers => $GetParam{ResponsibleAll}
),
ResponsibleUserSelected => $GetParam{NewResponsibleID},
NextStates => $Self->_GetNextStates(
CustomerUserID => $CustomerUser || $SelectedCustomerUser || '',
QueueID => $NewQueueID || 1,
),
NextState => $NextState,
Priorities => $Self->_GetPriorities(
CustomerUserID => $CustomerUser || $SelectedCustomerUser || '',
QueueID => $NewQueueID || 1,
),
Types => $Self->_GetTypes(
CustomerUserID => $CustomerUser || $SelectedCustomerUser || '',
QueueID => $NewQueueID || 1,
),
Services => $Services,
SLAs => $SLAs,
CustomerID => $Self->{LayoutObject}->Ascii2Html( Text => $CustomerID ),
CustomerUser => $CustomerUser,
CustomerData => \%CustomerData,
FromOptions => $Param{FromOptions},
To => $Self->_GetTos( QueueID => $NewQueueID ),
ToSelected => $Dest,
Errors => \%Error,
Attachments => \@Attachments,
%GetParam,
%TicketFreeTextHTML,
%TicketFreeTimeHTML,
%ArticleFreeTextHTML,
);
$Output .= $Self->{LayoutObject}->Footer();
return $Output;
}
# create new ticket, do db insert
my $TicketID = $Self->{TicketObject}->TicketCreate(
Title => $GetParam{Subject},
QueueID => $NewQueueID,
Subject => $GetParam{Subject},
Lock => 'unlock',
TypeID => $GetParam{TypeID},
ServiceID => $GetParam{ServiceID},
SLAID => $GetParam{SLAID},
StateID => $GetParam{NextStateID},
PriorityID => $GetParam{PriorityID},
OwnerID => 1,
CustomerNo => $CustomerID,
CustomerUser => $SelectedCustomerUser,
UserID => $Self->{UserID},
);
# set ticket free text
for my $Count ( 1 .. 16 ) {
my $Key = 'TicketFreeKey' . $Count;
my $Text = 'TicketFreeText' . $Count;
if ( defined $GetParam{$Key} ) {
$Self->{TicketObject}->TicketFreeTextSet(
TicketID => $TicketID,
Key => $GetParam{$Key},
Value => $GetParam{$Text},
Counter => $Count,
UserID => $Self->{UserID},
);
}
}
# set ticket free time
for my $Count ( 1 .. 6 ) {
my $Prefix = 'TicketFreeTime' . $Count;
next if !defined $GetParam{ $Prefix . 'Year' };
next if !defined $GetParam{ $Prefix . 'Month' };
next if !defined $GetParam{ $Prefix . 'Day' };
next if !defined $GetParam{ $Prefix . 'Hour' };
next if !defined $GetParam{ $Prefix . 'Minute' };
# set time stamp to NULL if field is not used/checked
if ( !$GetParam{ $Prefix . 'Used' } ) {
$GetParam{ $Prefix . 'Year' } = 0;
$GetParam{ $Prefix . 'Month' } = 0;
$GetParam{ $Prefix . 'Day' } = 0;
$GetParam{ $Prefix . 'Hour' } = 0;
$GetParam{ $Prefix . 'Minute' } = 0;
}
# set free time
$Self->{TicketObject}->TicketFreeTimeSet(
%GetParam,
Prefix => 'TicketFreeTime',
TicketID => $TicketID,
Counter => $Count,
UserID => $Self->{UserID},
);
}
# get pre loaded attachment
my @AttachmentData = $Self->{UploadCacheObject}->FormIDGetAllFilesData(
FormID => $Self->{FormID},
);
# get submit attachment
my %UploadStuff = $Self->{ParamObject}->GetUploadAll(
Param => 'FileUpload',
Source => 'String',
);
if (%UploadStuff) {
push @AttachmentData, \%UploadStuff;
}
my $MimeType = 'text/plain';
if ( $Self->{LayoutObject}->{BrowserRichText} ) {
$MimeType = 'text/html';
# remove unused inline images
my @NewAttachmentData;
for my $Attachment (@AttachmentData) {
my $ContentID = $Attachment->{ContentID};
if ($ContentID) {
my $ContentIDHTMLQuote = $Self->{LayoutObject}->Ascii2Html(
Text => $ContentID,
);
# workaround for link encode of rich text editor, see bug#5053
my $ContentIDLinkEncode = $Self->{LayoutObject}->LinkEncode($ContentID);
$GetParam{Body} =~ s/(ContentID=)$ContentIDLinkEncode/$1$ContentID/g;
# ignore attachment if not linked in body
next if $GetParam{Body} !~ /(\Q$ContentIDHTMLQuote\E|\Q$ContentID\E)/i;
}
# remember inline images and normal attachments
push @NewAttachmentData, \%{$Attachment};
}
@AttachmentData = @NewAttachmentData;
# verify html document
$GetParam{Body} = $Self->{LayoutObject}->RichTextDocumentComplete(
String => $GetParam{Body},
);
}
# check if new owner is given (then send no agent notify)
my $NoAgentNotify = 0;
if ( $GetParam{NewUserID} ) {
$NoAgentNotify = 1;
}
my $ArticleID = $Self->{TicketObject}->ArticleCreate(
NoAgentNotify => $NoAgentNotify,
TicketID => $TicketID,
ArticleType => $Self->{Config}->{ArticleType},
SenderType => $Self->{Config}->{SenderType},
From => $GetParam{From},
To => $To,
Subject => $GetParam{Subject},
Body => $GetParam{Body},
MimeType => $MimeType,
Charset => $Self->{LayoutObject}->{UserCharset},
UserID => $Self->{UserID},
HistoryType => $Self->{Config}->{HistoryType},
HistoryComment => $Self->{Config}->{HistoryComment} || '%%',
AutoResponseType => 'auto reply',
OrigHeader => {
From => $GetParam{From},
To => $GetParam{To},
Subject => $GetParam{Subject},
Body => $Self->{LayoutObject}->RichText2Ascii( String => $GetParam{Body} ),
},
Queue => $Self->{QueueObject}->QueueLookup( QueueID => $NewQueueID ),
);
if ( !$ArticleID ) {
return $Self->{LayoutObject}->ErrorScreen();
}
# set article free text
for my $Count ( 1 .. 3 ) {
my $Key = 'ArticleFreeKey' . $Count;
my $Text = 'ArticleFreeText' . $Count;
if ( defined $GetParam{$Key} ) {
$Self->{TicketObject}->ArticleFreeTextSet(
TicketID => $TicketID,
ArticleID => $ArticleID,
Key => $GetParam{$Key},
Value => $GetParam{$Text},
Counter => $Count,
UserID => $Self->{UserID},
);
}
}
# set owner (if new user id is given)
if ( $GetParam{NewUserID} ) {
$Self->{TicketObject}->TicketOwnerSet(
TicketID => $TicketID,
NewUserID => $GetParam{NewUserID},
UserID => $Self->{UserID},
);
# set lock
$Self->{TicketObject}->TicketLockSet(
TicketID => $TicketID,
Lock => 'lock',
UserID => $Self->{UserID},
);
}
# else set owner to current agent but do not lock it
else {
$Self->{TicketObject}->TicketOwnerSet(
TicketID => $TicketID,
NewUserID => $Self->{UserID},
SendNoNotification => 1,
UserID => $Self->{UserID},
);
}
# set responsible (if new user id is given)
if ( $GetParam{NewResponsibleID} ) {
$Self->{TicketObject}->TicketResponsibleSet(
TicketID => $TicketID,
NewUserID => $GetParam{NewResponsibleID},
UserID => $Self->{UserID},
);
}
# time accounting
if ( $GetParam{TimeUnits} ) {
$Self->{TicketObject}->TicketAccountTime(
TicketID => $TicketID,
ArticleID => $ArticleID,
TimeUnit => $GetParam{TimeUnits},
UserID => $Self->{UserID},
);
}
# write attachments
for my $Attachment (@AttachmentData) {
$Self->{TicketObject}->ArticleWriteAttachment(
%{$Attachment},
ArticleID => $ArticleID,
UserID => $Self->{UserID},
);
}
# remove pre submited attachments
$Self->{UploadCacheObject}->FormIDRemove( FormID => $Self->{FormID} );
# link tickets
if (
$GetParam{LinkTicketID}
&& $Self->{Config}->{SplitLinkType}
&& $Self->{Config}->{SplitLinkType}->{LinkType}
&& $Self->{Config}->{SplitLinkType}->{Direction}
)
{
my $SourceKey = $GetParam{LinkTicketID};
my $TargetKey = $TicketID;
if ( $Self->{Config}->{SplitLinkType}->{Direction} eq 'Source' ) {
$SourceKey = $TicketID;
$TargetKey = $GetParam{LinkTicketID};
}
# link the tickets
$Self->{LinkObject}->LinkAdd(
SourceObject => 'Ticket',
SourceKey => $SourceKey,
TargetObject => 'Ticket',
TargetKey => $TargetKey,
Type => $Self->{Config}->{SplitLinkType}->{LinkType} || 'Normal',
State => 'Valid',
UserID => $Self->{UserID},
);
}
# should i set an unlock?
if ( $StateData{TypeName} =~ /^close/i ) {
# set lock
$Self->{TicketObject}->TicketLockSet(
TicketID => $TicketID,
Lock => 'unlock',
UserID => $Self->{UserID},
);
}
# set pending time
elsif ( $StateData{TypeName} =~ /^pending/i ) {
# set pending time
$Self->{TicketObject}->TicketPendingTimeSet(
UserID => $Self->{UserID},
TicketID => $TicketID,
%GetParam,
);
}
# get redirect screen
my $NextScreen = $Self->{UserCreateNextMask} || 'AgentTicketB2B';
# redirect
return $Self->{LayoutObject}->Redirect(
OP => "Action=$NextScreen;Subaction=Created;TicketID=$TicketID",
);
}
elsif ( $Self->{Subaction} eq 'AJAXUpdate' ) {
my $Dest = $Self->{ParamObject}->GetParam( Param => 'Dest' ) || '';
my $CustomerUser = $Self->{ParamObject}->GetParam( Param => 'SelectedCustomerUser' );
my $QueueID = '';
if ( $Dest =~ /^(\d{1,100})\|\|.+?$/ ) {
$QueueID = $1;
}
# get list type
my $TreeView = 0;
if ( $Self->{ConfigObject}->Get('Ticket::Frontend::ListType') eq 'tree' ) {
$TreeView = 1;
}
my $Users = $Self->_GetUsers(
QueueID => $QueueID,
AllUsers => $GetParam{OwnerAll},
);
my $ResponsibleUsers = $Self->_GetUsers(
QueueID => $QueueID,
AllUsers => $GetParam{ResponsibleAll},
);
my $NextStates = $Self->_GetNextStates(
%GetParam,
CustomerUserID => $CustomerUser || '',
QueueID => $QueueID || 1,
);
my $Priorities = $Self->_GetPriorities(
%GetParam,
CustomerUserID => $CustomerUser || '',
QueueID => $QueueID || 1,
);
my $Services = $Self->_GetServices(
%GetParam,
CustomerUserID => $CustomerUser || '',
QueueID => $QueueID || 1,
);
my $SLAs = $Self->_GetSLAs(
%GetParam,
CustomerUserID => $CustomerUser || '',
QueueID => $QueueID || 1,
Services => $Services,
);
# get free text config options
my @TicketFreeTextConfig;
for my $Count ( 1 .. 16 ) {
my $Key = 'TicketFreeKey' . $Count;
my $Text = 'TicketFreeText' . $Count;
my $ConfigKey = $Self->{TicketObject}->TicketFreeTextGet(
%GetParam,
TicketID => $Self->{TicketID},
Type => $Key,
Action => $Self->{Action},
QueueID => $QueueID || 0,
UserID => $Self->{UserID},
CustomerUserID => $CustomerUser || '',
);
if ($ConfigKey) {
push(
@TicketFreeTextConfig,
{
Name => $Key,
Data => $ConfigKey,
SelectedID => $GetParam{$Key},
Translation => 0,
Max => 100,
}
);
}
my $ConfigValue = $Self->{TicketObject}->TicketFreeTextGet(
%GetParam,
TicketID => $Self->{TicketID},
Type => $Text,
Action => $Self->{Action},
QueueID => $QueueID || 0,
UserID => $Self->{UserID},
CustomerUserID => $CustomerUser || '',
);
if ($ConfigValue) {
push(
@TicketFreeTextConfig,
{
Name => $Text,
Data => $ConfigValue,
SelectedID => $GetParam{$Text},
Translation => 0,
Max => 100,
}
);
}
}
my $JSON = $Self->{LayoutObject}->BuildSelectionJSON(
[
{
Name => 'NewUserID',
Data => $Users,
SelectedID => $GetParam{NewUserID},
Translation => 0,
PossibleNone => 1,
Max => 100,
},
{
Name => 'NewResponsibleID',
Data => $ResponsibleUsers,
SelectedID => $GetParam{NewResponsibleID},
Translation => 0,
PossibleNone => 1,
Max => 100,
},
{
Name => 'NextStateID',
Data => $NextStates,
SelectedID => $GetParam{NextStateID},
Translation => 1,
Max => 100,
},
{
Name => 'PriorityID',
Data => $Priorities,
SelectedID => $GetParam{PriorityID},
Translation => 1,
Max => 100,
},
{
Name => 'ServiceID',
Data => $Services,
SelectedID => $GetParam{ServiceID},
PossibleNone => 1,
Translation => 0,
TreeView => $TreeView,
Max => 100,
},
{
Name => 'SLAID',
Data => $SLAs,
SelectedID => $GetParam{SLAID},
PossibleNone => 1,
Translation => 0,
Max => 100,
},
@TicketFreeTextConfig,
],
);
return $Self->{LayoutObject}->Attachment(
ContentType => 'application/json; charset=' . $Self->{LayoutObject}->{Charset},
Content => $JSON,
Type => 'inline',
NoCache => 1,
);
}
else {
return $Self->{LayoutObject}->ErrorScreen(
Message => 'No Subaction!!',
Comment => 'Please contact your administrator',
);
}
}
sub _GetNextStates {
my ( $Self, %Param ) = @_;
my %NextStates;
if ( $Param{QueueID} || $Param{TicketID} ) {
%NextStates = $Self->{TicketObject}->TicketStateList(
%Param,
Action => $Self->{Action},
UserID => $Self->{UserID},
);
}
return \%NextStates;
}
sub _GetUsers {
my ( $Self, %Param ) = @_;
# get users
my %ShownUsers;
my %AllGroupsMembers = $Self->{UserObject}->UserList(
Type => 'Long',
Valid => 1,
);
# just show only users with selected custom queue
if ( $Param{QueueID} && !$Param{AllUsers} ) {
my @UserIDs = $Self->{TicketObject}->GetSubscribedUserIDsByQueueID(%Param);
for my $KeyGroupMember ( keys %AllGroupsMembers ) {
my $Hit = 0;
for my $UID (@UserIDs) {
if ( $UID eq $KeyGroupMember ) {
$Hit = 1;
}
}
if ( !$Hit ) {
delete $AllGroupsMembers{$KeyGroupMember};
}
}
}
# show all system users
if ( $Self->{ConfigObject}->Get('Ticket::ChangeOwnerToEveryone') ) {
%ShownUsers = %AllGroupsMembers;
}
# show all users who are rw in the queue group
elsif ( $Param{QueueID} ) {
my $GID = $Self->{QueueObject}->GetQueueGroupID( QueueID => $Param{QueueID} );
my %MemberList = $Self->{GroupObject}->GroupMemberList(
GroupID => $GID,
Type => 'rw',
Result => 'HASH',
);
for my $KeyMember ( keys %MemberList ) {
if ( $AllGroupsMembers{$KeyMember} ) {
$ShownUsers{$KeyMember} = $AllGroupsMembers{$KeyMember};
}
}
}
return \%ShownUsers;
}
sub _GetPriorities {
my ( $Self, %Param ) = @_;
# get priority
my %Priorities;
if ( $Param{QueueID} || $Param{TicketID} ) {
%Priorities = $Self->{TicketObject}->TicketPriorityList(
%Param,
Action => $Self->{Action},
UserID => $Self->{UserID},
);
}
return \%Priorities;
}
sub _GetTypes {
my ( $Self, %Param ) = @_;
# get type
my %Type;
if ( $Param{QueueID} || $Param{TicketID} ) {
%Type = $Self->{TicketObject}->TicketTypeList(
%Param,
Action => $Self->{Action},
UserID => $Self->{UserID},
);
}
return \%Type;
}
sub _GetServices {
my ( $Self, %Param ) = @_;
# get service
my %Service;
if ( ( $Param{QueueID} || $Param{TicketID} ) && $Param{CustomerUserID} ) {
%Service = $Self->{TicketObject}->TicketServiceList(
%Param,
Action => $Self->{Action},
UserID => $Self->{UserID},
);
}
return \%Service;
}
sub _GetSLAs {
my ( $Self, %Param ) = @_;
# get sla
my %SLA;
if ( $Param{ServiceID} && $Param{Services} && %{ $Param{Services} } ) {
if ( $Param{Services}->{ $Param{ServiceID} } ) {
%SLA = $Self->{TicketObject}->TicketSLAList(
%Param,
Action => $Self->{Action},
UserID => $Self->{UserID},
);
}
}
return \%SLA;
}
sub _GetTos {
my ( $Self, %Param ) = @_;
# check own selection
my %NewTos;
if ( $Self->{ConfigObject}->Get('Ticket::Frontend::NewQueueOwnSelection') ) {
%NewTos = %{ $Self->{ConfigObject}->Get('Ticket::Frontend::NewQueueOwnSelection') };
}
else {
# SelectionType Queue or SystemAddress?
my %Tos;
if ( $Self->{ConfigObject}->Get('Ticket::Frontend::NewQueueSelectionType') eq 'Queue' ) {
%Tos = $Self->{TicketObject}->MoveList(
Type => 'create',
Action => $Self->{Action},
QueueID => $Self->{QueueID},
UserID => $Self->{UserID},
);
}
else {
%Tos = $Self->{DBObject}->GetTableData(
Table => 'system_address',
What => 'queue_id, id',
Valid => 1,
Clamp => 1,
);
}
# get create permission queues
my %UserGroups = $Self->{GroupObject}->GroupMemberList(
UserID => $Self->{UserID},
Type => 'create',
Result => 'HASH',
);
# build selection string
for my $QueueID ( keys %Tos ) {
my %QueueData = $Self->{QueueObject}->QueueGet( ID => $QueueID );
# permission check, can we create new tickets in queue
next if !$UserGroups{ $QueueData{GroupID} };
my $String = $Self->{ConfigObject}->Get('Ticket::Frontend::NewQueueSelectionString')
|| '<Realname> <<Email>> - Queue: <Queue>';
$String =~ s/<Queue>/$QueueData{Name}/g;
$String =~ s/<QueueComment>/$QueueData{Comment}/g;
if ( $Self->{ConfigObject}->Get('Ticket::Frontend::NewQueueSelectionType') ne 'Queue' )
{
my %SystemAddressData = $Self->{SystemAddress}->SystemAddressGet(
ID => $Tos{$QueueID},
);
$String =~ s/<Realname>/$SystemAddressData{Realname}/g;
$String =~ s/<Email>/$SystemAddressData{Name}/g;
}
$NewTos{$QueueID} = $String;
}
}
# add empty selection
$NewTos{''} = '-';
return \%NewTos;
}
sub _MaskPhoneNew {
my ( $Self, %Param ) = @_;
$Param{FormID} = $Self->{FormID};
# get list type
my $TreeView = 0;
if ( $Self->{ConfigObject}->Get('Ticket::Frontend::ListType') eq 'tree' ) {
$TreeView = 1;
}
# build customer search autocomplete field
my $AutoCompleteConfig
= $Self->{ConfigObject}->Get('Ticket::Frontend::CustomerSearchAutoComplete');
$Self->{LayoutObject}->Block(
Name => 'CustomerSearchAutoComplete',
Data => {
ActiveAutoComplete => $AutoCompleteConfig->{Active},
minQueryLength => $AutoCompleteConfig->{MinQueryLength} || 2,
queryDelay => $AutoCompleteConfig->{QueryDelay} || 0.1,
typeAhead => $AutoCompleteConfig->{TypeAhead} || 'false',
maxResultsDisplayed => $AutoCompleteConfig->{MaxResultsDisplayed} || 20,
},
);
# build string
$Param{OptionStrg} = $Self->{LayoutObject}->BuildSelection(
Data => $Param{Users},
SelectedID => $Param{UserSelected},
Translation => 0,
Name => 'NewUserID',
PossibleNone => 1,
);
# build next states string
$Param{NextStatesStrg} = $Self->{LayoutObject}->BuildSelection(
Data => $Param{NextStates},
Name => 'NextStateID',
Translation => 1,
SelectedValue => $Param{NextState} || $Self->{Config}->{StateDefault},
);
# build to string
my %NewTo;
if ( $Param{To} ) {
for my $KeyTo ( keys %{ $Param{To} } ) {
$NewTo{"$KeyTo||$Param{To}->{$KeyTo}"} = $Param{To}->{$KeyTo};
}
}
if ( $Self->{ConfigObject}->Get('Ticket::Frontend::NewQueueSelectionType') eq 'Queue' ) {
$Param{ToStrg} = $Self->{LayoutObject}->AgentQueueListOption(
Class => 'Validate_Required',
Data => \%NewTo,
Multiple => 0,
Size => 0,
Name => 'Dest',
SelectedID => $Param{ToSelected},
OnChangeSubmit => 0,
);
}
else {
$Param{ToStrg} = $Self->{LayoutObject}->BuildSelection(
Class => 'Validate_Required',
Data => \%NewTo,
Name => 'Dest',
SelectedID => $Param{ToSelected},
Translation => 0,
);
}
# customer info string
if ( $Self->{ConfigObject}->Get('Ticket::Frontend::CustomerInfoCompose') ) {
$Param{CustomerTable} = $Self->{LayoutObject}->AgentCustomerViewTable(
Data => $Param{CustomerData},
Max => $Self->{ConfigObject}->Get('Ticket::Frontend::CustomerInfoComposeMaxSize'),
);
$Self->{LayoutObject}->Block(
Name => 'CustomerTable',
Data => \%Param,
);
}
# prepare errors!
if ( $Param{Errors} ) {
for my $KeyError ( keys %{ $Param{Errors} } ) {
$Param{$KeyError}
= '* ' . $Self->{LayoutObject}->Ascii2Html( Text => $Param{Errors}->{$KeyError} );
}
}
# display server error msg according with the occurred email (from) error type
if ( $Param{Errors} && $Param{Errors}->{ErrorType} ) {
$Self->{LayoutObject}->Block( Name => 'Email' . $Param{Errors}->{ErrorType} );
}
else {
$Self->{LayoutObject}->Block( Name => 'GenericServerErrorMsg' );
}
# build type string
if ( $Self->{ConfigObject}->Get('Ticket::Type') ) {
$Param{TypeStrg} = $Self->{LayoutObject}->BuildSelection(
Class => 'Validate_Required' . ( $Param{Errors}->{TypeIDInvalid} || ' ' ),
Data => $Param{Types},
Name => 'TypeID',
SelectedID => $Param{TypeID},
PossibleNone => 1,
Sort => 'AlphanumericValue',
Translation => 0,
);
$Self->{LayoutObject}->Block(
Name => 'TicketType',
Data => {%Param},
);
}
# build service string
if ( $Self->{ConfigObject}->Get('Ticket::Service') ) {
$Param{ServiceStrg} = $Self->{LayoutObject}->BuildSelection(
Data => $Param{Services},
Name => 'ServiceID',
Class => $Param{Errors}->{ServiceInvalid} || ' ',
SelectedID => $Param{ServiceID},
PossibleNone => 1,
TreeView => $TreeView,
Sort => 'TreeView',
Translation => 0,
Max => 200,
);
$Self->{LayoutObject}->Block(
Name => 'TicketService',
Data => {%Param},
);
$Param{SLAStrg} = $Self->{LayoutObject}->BuildSelection(
Data => $Param{SLAs},
Name => 'SLAID',
SelectedID => $Param{SLAID},
PossibleNone => 1,
Sort => 'AlphanumericValue',
Translation => 0,
Max => 200,
);
$Self->{LayoutObject}->Block(
Name => 'TicketSLA',
Data => {%Param},
);
}
# build priority string
if ( !$Param{PriorityID} ) {
$Param{Priority} = $Self->{Config}->{Priority};
}
$Param{PriorityStrg} = $Self->{LayoutObject}->BuildSelection(
Data => $Param{Priorities},
Name => 'PriorityID',
SelectedID => $Param{PriorityID},
SelectedValue => $Param{Priority},
Translation => 1,
);
# pending data string
$Param{PendingDateString} = $Self->{LayoutObject}->BuildDateSelection(
%Param,
Format => 'DateInputFormatLong',
YearPeriodPast => 0,
YearPeriodFuture => 5,
DiffTime => $Self->{ConfigObject}->Get('Ticket::Frontend::PendingDiffTime') || 0,
Class => $Param{Errors}->{DateInvalid},
Validate => 1,
ValidateDateInFuture => 1,
);
# show owner selection
if ( $Self->{ConfigObject}->Get('Ticket::Frontend::NewOwnerSelection') ) {
$Self->{LayoutObject}->Block(
Name => 'OwnerSelection',
Data => \%Param,
);
}
# show responsible selection
if (
$Self->{ConfigObject}->Get('Ticket::Responsible')
&& $Self->{ConfigObject}->Get('Ticket::Frontend::NewResponsibleSelection')
)
{
$Param{ResponsibleUsers}->{''} = '-';
$Param{ResponsibleOptionStrg} = $Self->{LayoutObject}->BuildSelection(
Data => $Param{ResponsibleUsers},
SelectedID => $Param{ResponsibleUserSelected},
Name => 'NewResponsibleID',
);
$Self->{LayoutObject}->Block(
Name => 'ResponsibleSelection',
Data => \%Param,
);
}
# ticket free text
for my $Count ( 1 .. 16 ) {
next if !$Self->{Config}->{TicketFreeText}->{$Count};
$Self->{LayoutObject}->Block(
Name => 'TicketFreeText',
Data => {
TicketFreeKeyField => $Param{ 'TicketFreeKeyField' . $Count },
TicketFreeTextField => $Param{ 'TicketFreeTextField' . $Count },
Count => $Count,
%Param,
},
);
$Self->{LayoutObject}->Block(
Name => 'TicketFreeText' . $Count,
Data => { %Param, Count => $Count, },
);
}
for my $Count ( 1 .. 6 ) {
next if !$Self->{Config}->{TicketFreeTime}->{$Count};
$Self->{LayoutObject}->Block(
Name => 'TicketFreeTime',
Data => {
TicketFreeTimeKey => $Param{ 'TicketFreeTimeKey' . $Count },
TicketFreeTime => $Param{ 'TicketFreeTime' . $Count },
Count => $Count,
},
);
$Self->{LayoutObject}->Block(
Name => 'TicketFreeTime' . $Count,
Data => { %Param, Count => $Count, },
);
}
# article free text
for my $Count ( 1 .. 3 ) {
next if !$Self->{Config}->{ArticleFreeText}->{$Count};
$Self->{LayoutObject}->Block(
Name => 'ArticleFreeText',
Data => {
ArticleFreeKeyField => $Param{ 'ArticleFreeKeyField' . $Count },
ArticleFreeTextField => $Param{ 'ArticleFreeTextField' . $Count },
Count => $Count,
},
);
$Self->{LayoutObject}->Block(
Name => 'ArticleFreeText' . $Count,
Data => { %Param, Count => $Count, },
);
}
# show time accounting box
if ( $Self->{ConfigObject}->Get('Ticket::Frontend::AccountTime') ) {
if ( $Self->{ConfigObject}->Get('Ticket::Frontend::NeedAccountedTime') ) {
$Self->{LayoutObject}->Block(
Name => 'TimeUnitsLabelMandatory',
Data => \%Param,
);
$Param{TimeUnitsRequired} = 'Validate_Required';
}
else {
$Self->{LayoutObject}->Block(
Name => 'TimeUnitsLabel',
Data => \%Param,
);
$Param{TimeUnitsRequired} = '';
}
$Self->{LayoutObject}->Block(
Name => 'TimeUnits',
Data => \%Param,
);
}
my $ShownOptionsBlock;
# show spell check
if ( $Self->{LayoutObject}->{BrowserSpellChecker} ) {
# check if need to call Options block
if ( !$ShownOptionsBlock ) {
$Self->{LayoutObject}->Block(
Name => 'TicketOptions',
Data => {
%Param,
},
);
# set flag to "true" in order to prevent calling the Options block again
$ShownOptionsBlock = 1;
}
$Self->{LayoutObject}->Block(
Name => 'SpellCheck',
Data => {
%Param,
},
);
}
# show customer edit link
my $OptionCustomer = $Self->{LayoutObject}->Permission(
Action => 'AdminCustomerUser',
Type => 'rw',
);
if ($OptionCustomer) {
# check if need to call Options block
if ( !$ShownOptionsBlock ) {
$Self->{LayoutObject}->Block(
Name => 'TicketOptions',
Data => {
%Param,
},
);
# set flag to "true" in order to prevent calling the Options block again
$ShownOptionsBlock = 1;
}
$Self->{LayoutObject}->Block(
Name => 'OptionCustomer',
Data => {
%Param,
},
);
}
# show attachments
for my $Attachment ( @{ $Param{Attachments} } ) {
next if $Attachment->{ContentID} && $Self->{LayoutObject}->{BrowserRichText};
$Self->{LayoutObject}->Block(
Name => 'Attachment',
Data => $Attachment,
);
}
# add rich text editor
if ( $Self->{LayoutObject}->{BrowserRichText} ) {
$Self->{LayoutObject}->Block(
Name => 'RichText',
Data => \%Param,
);
}
# get output back
return $Self->{LayoutObject}->Output( TemplateFile => 'AgentTicketB2B', Data => \%Param );
}
1;