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# --
# Kernel/Modules/AgentTicketCustomerFollowUp.pm - to handle customer messages
# if the agent is customer
# Copyright (C) 2001-2005 Martin Edenhofer <martin+code@otrs.org>
# --
# $Id: AgentTicketCustomerFollowUp.pm,v 1.4 2005/06/20 19:29:26 martin Exp $
# --
# This software comes with ABSOLUTELY NO WARRANTY. For details, see
# the enclosed file COPYING for license information (GPL). If you
# did not receive this file, see http://www.gnu.org/licenses/gpl.txt.
# --
package Kernel::Modules::AgentTicketCustomerFollowUp;
use strict;
use Kernel::System::SystemAddress;
use Kernel::System::Queue;
use Kernel::System::State;
use vars qw($VERSION);
$VERSION = '$Revision: 1.4 $';
$VERSION =~ s/^\$.*:\W(.*)\W.+?$/$1/;
# --
sub new {
my $Type = shift;
my %Param = @_;
# allocate new hash for object
my $Self = {};
bless ($Self, $Type);
# get common objects
foreach (keys %Param) {
$Self->{$_} = $Param{$_};
}
# check needed Opjects
foreach (qw(ParamObject DBObject TicketObject LayoutObject LogObject QueueObject ConfigObject)) {
if (!$Self->{$_}) {
$Self->{LayoutObject}->FatalError(Message => "Got no $_!");
}
}
# needed objects
$Self->{StateObject} = Kernel::System::State->new(%Param);
$Self->{SystemAddress} = Kernel::System::SystemAddress->new(%Param);
$Self->{QueueObject} = Kernel::System::Queue->new(%Param);
return $Self;
}
# --
sub Run {
my $Self = shift;
my %Param = @_;
my $Output;
if ($Self->{Subaction} eq '' || !$Self->{Subaction}) {
# --
# if there is no ticket id!
# --
if (!$Self->{TicketID}) {
return $Self->{LayoutObject}->ErrorScreen(
Message => 'No TicketID!',
Comment => 'Please contact your admin',
);
}
else {
# header
$Output .= $Self->{LayoutObject}->Header();
# get user lock data
my %LockedData = $Self->{TicketObject}->GetLockedCount(UserID => $Self->{UserID});
# build NavigationBar
$Output .= $Self->{LayoutObject}->NavigationBar(LockData => \%LockedData);
my %Ticket = $Self->{TicketObject}->TicketGet(TicketID => $Self->{TicketID});
# next stats
my %NextStates = $Self->{TicketObject}->StateList(
Type => 'CustomerPanelDefaultNextCompose',
TicketID => $Self->{TicketID},
Action => $Self->{Action},
CustomerUserID => $Self->{UserID},
);
$Param{'NextStatesStrg'} = $Self->{LayoutObject}->OptionStrgHashRef(
Data => \%NextStates,
Name => 'StateID',
Selected => $Self->{ConfigObject}->Get('CustomerPanelDefaultNextComposeType')
);
# get output back
$Output .= $Self->{LayoutObject}->Notify(
Info =>
$Self->{LayoutObject}->{LanguageObject}->Get('You are the customer user of this message - customer modus!'),
);
# show spell check
if ($Self->{ConfigObject}->Get('SpellChecker')) {
$Self->{LayoutObject}->Block(
Name => 'SpellCheck',
Data => {},
);
}
# show calendar lookup
if ($Self->{ConfigObject}->Get('CalendarLookup')) {
$Self->{LayoutObject}->Block(
Name => 'CalendarLookup',
Data => {},
);
}
$Output .= $Self->{LayoutObject}->Output(
TemplateFile => 'AgentTicketCustomerMessage',
Data => { %Param, %Ticket },
);
$Output .= $Self->{LayoutObject}->Footer();
return $Output;
}
}
elsif ($Self->{Subaction} eq 'Store') {
# get ticket data
my %Ticket = $Self->{TicketObject}->TicketGet(
TicketID => $Self->{TicketID},
);
# get follow up option (possible or not)
my $FollowUpPossible = $Self->{QueueObject}->GetFollowUpOption(
QueueID => $Ticket{QueueID},
);
if ($FollowUpPossible =~ /(new ticket|reject)/i && $Ticket{StateType} =~ /^close/i) {
$Output = $Self->{LayoutObject}->Header(Title => 'Error');
$Output .= $Self->{LayoutObject}->Warning(
Message => 'Can\'t reopen ticket, not possible in this queue!',
Comment => 'Create a new ticket!',
);
$Output .= $Self->{LayoutObject}->Footer();
return $Output;
}
my $Subject = $Self->{ParamObject}->GetParam(Param => 'Subject') || 'Follow up!';
my $Text = $Self->{ParamObject}->GetParam(Param => 'Body');
my $StateID = $Self->{ParamObject}->GetParam(Param => 'StateID');
my $From = "$Self->{UserFirstname} $Self->{UserLastname} <$Self->{UserEmail}>";
if (my $ArticleID = $Self->{TicketObject}->ArticleCreate(
TicketID => $Self->{TicketID},
ArticleType => $Self->{ConfigObject}->Get('CustomerPanelArticleType'),
SenderType => $Self->{ConfigObject}->Get('CustomerPanelSenderType'),
From => $From,
Subject => $Subject,
Body => $Text,
ContentType => "text/plain; charset=$Self->{LayoutObject}->{'UserCharset'}",
UserID => $Self->{UserID},
OrigHeader => {
From => $From,
To => 'System',
Subject => $Subject,
Body => $Text,
},
HistoryType => $Self->{ConfigObject}->Get('CustomerPanelHistoryType'),
HistoryComment => $Self->{ConfigObject}->Get('CustomerPanelHistoryComment') || '%%',
)) {
# --
# set state
# --
my %StateData = $Self->{TicketObject}->{StateObject}->StateGet(
ID => $StateID,
);
my $NextState = $StateData{Name} ||
$Self->{ConfigObject}->Get('CustomerPanelDefaultNextComposeType') || 'open';;
$Self->{TicketObject}->StateSet(
TicketID => $Self->{TicketID},
ArticleID => $ArticleID,
State => $NextState,
UserID => $Self->{UserID},
);
# get attachment
my %UploadStuff = $Self->{ParamObject}->GetUploadAll(
Param => 'file_upload',
Source => 'String',
);
if (%UploadStuff) {
$Self->{TicketObject}->ArticleWriteAttachment(
%UploadStuff,
ArticleID => $ArticleID,
UserID => $Self->{UserID},
);
}
# redirect to zoom view
return $Self->{LayoutObject}->Redirect(OP => $Self->{LastScreenView});
}
else {
return $Self->{LayoutObject}->ErrorScreen();
}
}
else {
return $Self->{LayoutObject}->ErrorScreen(
Message => 'No Subaction!!',
Comment => 'Please contact your admin',
);
}
}
# --
1;
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