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# --
# Kernel/System/PostMaster/FollowUp.pm - the sub part of PostMaster.pm
# Copyright (C) 2001-2005 Martin Edenhofer <martin+code@otrs.org>
# --
# $Id: FollowUp.pm,v 1.40 2005/10/22 07:54:58 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::System::PostMaster::FollowUp;
use strict;
use Kernel::System::User;
use vars qw($VERSION);
$VERSION = '$Revision: 1.40 $';
$VERSION =~ s/^\$.*:\W(.*)\W.+?$/$1/;
# --
sub new {
my $Type = shift;
my %Param = @_;
# allocate new hash for object
my $Self = {};
bless ($Self, $Type);
foreach (keys %Param) {
$Self->{$_} = $Param{$_};
}
$Self->{Debug} = $Param{Debug} || 0;
# check needed Objects
foreach (qw(DBObject ConfigObject TicketObject LogObject ParseObject)) {
$Self->{$_} = $Param{$_} || die "Got no $_!";
}
$Self->{UserObject} = Kernel::System::User->new(%Param);
return $Self;
}
# --
sub Run {
my $Self = shift;
my %Param = @_;
# --
# check needed stuff
# --
foreach (qw(TicketID InmailUserID GetParam Tn AutoResponseType)) {
if (!$Param{$_}) {
$Self->{LogObject}->Log(Priority => 'error', Message => "Need $_!");
return;
}
}
my %GetParam = %{$Param{GetParam}};
# get ticket data
my %Ticket = $Self->{TicketObject}->TicketGet(TicketID => $Param{TicketID});
my $Comment = $Param{Comment} || '';
my $Lock = $Param{Lock} || '';
my $AutoResponseType = $Param{AutoResponseType} || '';
# Check if owner of ticket is still valid
my %UserInfo = $Self->{UserObject}->GetUserData(
UserID => $Ticket{UserID},
);
# check data
if ($UserInfo{ValidID} eq 1) {
# set lock (if ticket should be locked on follow up)
if ($Lock && $Ticket{StateType} =~ /^close/i) {
$Self->{TicketObject}->LockSet(
TicketID => $Param{TicketID},
Lock => 'lock',
UserID => => $Param{InmailUserID},
);
if ($Self->{Debug} > 0) {
print "Lock: lock\n";
$Self->{LogObject}->Log(
Priority => 'notice',
Message => "Ticket [$Param{Tn}] still locked",
);
}
}
}
else {
# Unlock ticket, because current user is set to invalid
$Self->{TicketObject}->LockSet(
TicketID => $Param{TicketID},
Lock => 'unlock',
UserID => => $Param{InmailUserID},
);
$Self->{LogObject}->Log(
Priority => 'notice',
Message => "Ticket [$Param{Tn}] unlocked, current owner is invalid!",
);
}
# set state
my $State = $Self->{ConfigObject}->Get('PostmasterFollowUpState') || 'open';
if ($GetParam{'X-OTRS-State'}) {
$State = $GetParam{'X-OTRS-State'};
}
if ($Ticket{StateType} !~ /^new/ || $GetParam{'X-OTRS-State'}) {
$Self->{TicketObject}->StateSet(
State => $State,
TicketID => $Param{TicketID},
UserID => $Param{InmailUserID},
);
if ($Self->{Debug} > 0) {
print "State: $State\n";
}
}
# set priority
if ($GetParam{'X-OTRS-Priority'}) {
$Self->{TicketObject}->PrioritySet(
TicketID => $Param{TicketID},
Priority => $GetParam{'X-OTRS-Priority'},
UserID => $Param{InmailUserID},
);
if ($Self->{Debug} > 0) {
print "PriorityUpdate: $GetParam{'X-OTRS-Priority'}\n";
}
}
# set queue
if ($GetParam{'X-OTRS-Queue'}) {
$Self->{TicketObject}->MoveTicket(
Queue => $GetParam{'X-OTRS-Queue'},
TicketID => $Param{TicketID},
UserID => $Param{InmailUserID},
);
if ($Self->{Debug} > 0) {
print "QueueUpdate: $GetParam{'X-OTRS-Queue'}\n";
}
}
# set free ticket text
my @Values = ('X-OTRS-TicketKey', 'X-OTRS-TicketValue');
my $CounterTmp = 0;
while ($CounterTmp <= 8) {
$CounterTmp++;
if ($GetParam{"$Values[0]$CounterTmp"}) {
$Self->{TicketObject}->TicketFreeTextSet(
TicketID => $Param{TicketID},
Key => $GetParam{"$Values[0]$CounterTmp"},
Value => $GetParam{"$Values[1]$CounterTmp"},
Counter => $CounterTmp,
UserID => $Param{InmailUserID},
);
if ($Self->{Debug} > 0) {
print "TicketKey$CounterTmp: ".$GetParam{"$Values[0]$CounterTmp"}."\n";
print "TicketValue$CounterTmp: ".$GetParam{"$Values[1]$CounterTmp"}."\n";
}
}
}
# do db insert
my $ArticleID = $Self->{TicketObject}->ArticleCreate(
TicketID => $Param{TicketID},
ArticleType => $GetParam{'X-OTRS-ArticleType'},
SenderType => $GetParam{'X-OTRS-SenderType'},
From => $GetParam{From},
ReplyTo => $GetParam{ReplyTo},
To => $GetParam{To},
Cc => $GetParam{Cc},
Subject => $GetParam{Subject},
MessageID => $GetParam{'Message-ID'},
ContentType => $GetParam{'Content-Type'},
Body => $GetParam{Body},
UserID => $Param{InmailUserID},
HistoryType => 'FollowUp',
HistoryComment => "\%\%$Param{Tn}\%\%$Comment",
AutoResponseType => $AutoResponseType,
OrigHeader => \%GetParam,
);
# debug
if ($Self->{Debug} > 0) {
print "Follow up Ticket\n";
print "TicketNumber: $Param{Tn}\n";
print "From: $GetParam{From}\n";
print "ReplyTo: $GetParam{ReplyTo}\n" if ($GetParam{ReplyTo});
print "To: $GetParam{To}\n";
print "Cc: $GetParam{Cc}\n" if ($GetParam{Cc});
print "Subject: $GetParam{Subject}\n";
print "MessageID: $GetParam{'Message-ID'}\n";
print "SenderType: $GetParam{'X-OTRS-SenderType'}\n";
print "ArticleType: $GetParam{'X-OTRS-ArticleType'}\n";
}
# write plain email to the storage
$Self->{TicketObject}->ArticleWritePlain(
ArticleID => $ArticleID,
Email => $Self->{ParseObject}->GetPlainEmail(),
UserID => $Param{InmailUserID},
);
# write attachments to the storage
foreach my $Attachment ($Self->{ParseObject}->GetAttachments()) {
$Self->{TicketObject}->ArticleWriteAttachment(
Content => $Attachment->{Content},
Filename => $Attachment->{Filename},
ContentType => $Attachment->{ContentType},
ArticleID => $ArticleID,
UserID => $Param{InmailUserID},
);
}
# set free article text
@Values = ('X-OTRS-ArticleKey', 'X-OTRS-ArticleValue');
$CounterTmp = 0;
while ($CounterTmp <= 3) {
$CounterTmp++;
if ($GetParam{"$Values[0]$CounterTmp"}) {
$Self->{TicketObject}->ArticleFreeTextSet(
ArticleID => $ArticleID,
Key => $GetParam{"$Values[0]$CounterTmp"},
Value => $GetParam{"$Values[1]$CounterTmp"},
Counter => $CounterTmp,
UserID => $Param{InmailUserID},
);
if ($Self->{Debug} > 0) {
print "ArticleKey$CounterTmp: ".$GetParam{"$Values[0]$CounterTmp"}."\n";
print "ArticleValue$CounterTmp: ".$GetParam{"$Values[1]$CounterTmp"}."\n";
}
}
}
# write log
$Self->{LogObject}->Log(
Priority => 'notice',
Message => "FollowUp Article to Ticket [$Param{Tn}] created ".
"(TicketID=$Param{TicketID}, ArticleID=$ArticleID). $Comment,"
);
return 1;
}
# --
1;
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