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# --
# Copyright (C) 2001-2021 OTRS AG, https://otrs.com/
# --
# 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 https://www.gnu.org/licenses/gpl-3.0.txt.
# --
package Kernel::Modules::AgentSplitSelection;
use strict;
use warnings;
use Mail::Address;
our $ObjectManagerDisabled = 1;
use Kernel::Language qw(Translatable);
use Kernel::System::VariableCheck qw(:all);
sub new {
my ( $Type, %Param ) = @_;
# allocate new hash for object
my $Self = {%Param};
bless( $Self, $Type );
return $Self;
}
sub Run {
my ( $Self, %Param ) = @_;
# get needed objects
my $ConfigObject = $Kernel::OM->Get('Kernel::Config');
my $ParamObject = $Kernel::OM->Get('Kernel::System::Web::Request');
my $LayoutObject = $Kernel::OM->Get('Kernel::Output::HTML::Layout');
my $TicketObject = $Kernel::OM->Get('Kernel::System::Ticket');
# get the split related parameters
$Param{TicketID} = $ParamObject->GetParam( Param => 'TicketID' );
$Param{ArticleID} = $ParamObject->GetParam( Param => 'ArticleID' );
$Param{LinkTicketID} = $ParamObject->GetParam( Param => 'LinkTicketID' );
$Param{SplitSelection} = $ParamObject->GetParam( Param => 'SplitSelection' ) || 0;
# validation
for my $Needed (qw(TicketID ArticleID LinkTicketID)) {
if ( !$Param{$Needed} ) {
$LayoutObject->FatalError( Message => "Got no $Needed!" );
}
}
# ---------------------------------------------------------- #
# ProcessSelection
# ---------------------------------------------------------- #
if ( $Self->{Subaction} eq 'ProcessSelection' ) {
# determine the redirection target
my $RedirectAction;
my $URLExtension = '';
#
# Split Email-Ticket
#
if ( $Param{SplitSelection} eq 'EmailTicket' ) {
$RedirectAction = 'AgentTicketEmail';
$URLExtension = ";TicketID=$Param{TicketID}";
}
#
# Split Phone-Ticket
#
elsif ( $Param{SplitSelection} eq 'PhoneTicket' ) {
$RedirectAction = 'AgentTicketPhone';
$URLExtension = ";TicketID=$Param{TicketID}";
}
#
# Split Process-Ticket
#
elsif ( $Param{SplitSelection} eq 'ProcessTicket' ) {
$RedirectAction = 'AgentTicketProcess';
# check if we got a useful process id
my $ProcessEntityID = $ParamObject->GetParam( Param => 'ProcessEntityID' );
# only append the parameter if a process was selected before
if ($ProcessEntityID) {
$URLExtension = ";FirstActivityDialog=1;ProcessEntityID=$ProcessEntityID";
}
}
#
# No Split
#
else {
# got a not supported split action or nothing was selected
# return to the ticket zoom screen
return $LayoutObject->Redirect(
OP => "Action=AgentTicketZoom;TicketID=$Param{TicketID}",
);
}
# redirect to the next split screen
return $LayoutObject->Redirect(
OP =>
"Action=$RedirectAction;ArticleID=$Param{ArticleID};LinkTicketID=$Param{LinkTicketID}"
. $URLExtension,
);
}
# ---------------------------------------------------------- #
# Split Selection Dialog
# ---------------------------------------------------------- #
# Get ACL restrictions.
my %PossibleActions;
my $Counter = 0;
# Get all registered actions.
if ( ref $ConfigObject->Get('Frontend::Module') eq 'HASH' ) {
my %Actions = %{ $ConfigObject->Get('Frontend::Module') };
# Only use those actions that start with 'Agent'.
%PossibleActions = map { ++$Counter => $_ }
grep { substr( $_, 0, length 'Agent' ) eq 'Agent' }
sort keys %Actions;
}
my $ACL = $TicketObject->TicketAcl(
Data => \%PossibleActions,
Action => 'AgentTicketZoom',
TicketID => $Param{TicketID},
ReturnType => 'Action',
ReturnSubType => '-',
UserID => $Self->{UserID},
);
my %AclAction = %PossibleActions;
if ($ACL) {
%AclAction = $TicketObject->TicketAclActionData();
}
my %AclActionLookup = reverse %AclAction;
# Build split selection based on availability of corresponding registered modules and ACL restrictions.
# See bug#13690 (https://bugs.otrs.org/show_bug.cgi?id=13690) and
# bug#13947 (https://bugs.otrs.org/show_bug.cgi?id=13947) respectively.
my %SplitSelectionContent;
if ( $ConfigObject->Get('Frontend::Module')->{AgentTicketPhone} && $AclActionLookup{AgentTicketPhone} ) {
$SplitSelectionContent{PhoneTicket} = Translatable('Phone ticket');
}
if ( $ConfigObject->Get('Frontend::Module')->{AgentTicketEmail} && $AclActionLookup{AgentTicketEmail} ) {
$SplitSelectionContent{EmailTicket} = Translatable('Email ticket');
}
# only display process tickets if active processes are available
my $Processes = $ConfigObject->Get('Process');
if ( IsHashRefWithData($Processes) ) {
my $ProcessList = $Kernel::OM->Get('Kernel::System::ProcessManagement::Process')->ProcessList(
ProcessState => ['Active'],
Interface => ['AgentInterface'],
);
if ( IsHashRefWithData($ProcessList) ) {
# display the process ticket option
$SplitSelectionContent{ProcessTicket} = Translatable('Process ticket');
# reduce the processes based on the stored ACLs
# prepare process list for ACLs, use only entities instead of names, convert from
# P1 => Name to P1 => P1. As ACLs should work only against entities
my %ProcessListACL = map { $_ => $_ } sort keys %{$ProcessList};
# validate the ProcessList with stored ACLs
my $ACL = $TicketObject->TicketAcl(
ReturnType => 'Process',
ReturnSubType => '-',
Data => \%ProcessListACL,
UserID => $Self->{UserID},
);
if ( IsHashRefWithData($ProcessList) && $ACL ) {
# get ACL results
my %ACLData = $TicketObject->TicketAclData();
# recover process names
my %ReducedProcessList = map { $_ => $ProcessList->{$_} } sort keys %ACLData;
# replace original process list with the reduced one
$ProcessList = \%ReducedProcessList;
}
# generate selection for the single available processes
$Param{ProcessListStrg} = $LayoutObject->BuildSelection(
Data => $ProcessList,
Name => 'ProcessEntityID',
ID => 'ProcessEntityID',
Class => 'Modernize',
Sort => 'AlphanumericValue',
Translation => 0,
);
}
}
$Param{SplitSelectionStrg} = $LayoutObject->BuildSelection(
Data => \%SplitSelectionContent,
SelectedID => 'PhoneTicket',
Translation => 1,
Name => 'SplitSelection',
ID => 'SplitSelection',
Class => 'Modernize',
);
my $Output = $LayoutObject->Output(
TemplateFile => 'AgentSplitSelection',
Data => \%Param,
);
return $LayoutObject->Attachment(
ContentType => 'text/html; charset=' . $LayoutObject->{Charset},
Content => $Output || '',
Type => 'inline',
NoCache => 1,
);
}
1;
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