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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::System::PostMaster::Filter::FollowUpArticleVisibilityCheck;
use strict;
use warnings;
our @ObjectDependencies = (
'Kernel::System::Log',
'Kernel::System::CustomerUser',
'Kernel::System::Ticket',
'Kernel::System::Ticket::Article',
);
sub new {
my ( $Type, %Param ) = @_;
# allocate new hash for object
my $Self = {};
bless( $Self, $Type );
# get parser object
$Self->{ParserObject} = $Param{ParserObject} || die "Got no ParserObject!";
# Get communication log object.
$Self->{CommunicationLogObject} = $Param{CommunicationLogObject} || die "Got no CommunicationLogObject!";
return $Self;
}
sub Run {
my ( $Self, %Param ) = @_;
# This filter is not needed if there is no TicketID.
return 1 if !$Param{TicketID};
# check needed stuff
for (qw(JobConfig GetParam UserID)) {
if ( !$Param{$_} ) {
$Self->{CommunicationLogObject}->ObjectLog(
ObjectLogType => 'Message',
Priority => 'Error',
Key => 'Kernel::System::PostMaster::Filter::FollowUpArticleVisibilityCheck',
Value => "Need $_!",
);
return;
}
}
# Only run if we have a follow-up article with SenderType 'customer'.
# It could be that follow-ups have a different SenderType like 'system' for
# automatic notifications. In these cases there is no need to hide them.
# See also bug#10182 for details.
if (
!$Param{GetParam}->{'X-OTRS-FollowUp-SenderType'}
|| $Param{GetParam}->{'X-OTRS-FollowUp-SenderType'} ne 'customer'
)
{
return 1;
}
my %Ticket = $Kernel::OM->Get('Kernel::System::Ticket')->TicketGet(
TicketID => $Param{TicketID},
UserID => $Param{UserID},
);
# Check if it is a known customer, otherwise use email address from CustomerUserID field of the ticket.
my %CustomerData = $Kernel::OM->Get('Kernel::System::CustomerUser')->CustomerUserDataGet(
User => $Ticket{CustomerUserID},
);
my $CustomerEmailAddress = $CustomerData{UserEmail} || $Ticket{CustomerUserID};
# Email sender address
my $SenderAddress = $Param{GetParam}->{'X-Sender'};
# Email Reply-To address for forwarded emails
my $ReplyToAddress;
if ( $Param{GetParam}->{ReplyTo} ) {
$ReplyToAddress = $Self->{ParserObject}->GetEmailAddress(
Email => $Param{GetParam}->{ReplyTo},
);
}
# check if current sender is customer (do nothing)
if ( $CustomerEmailAddress && $SenderAddress ) {
return 1 if lc $CustomerEmailAddress eq lc $SenderAddress;
}
my @References = $Self->{ParserObject}->GetReferences();
my $ArticleObject = $Kernel::OM->Get('Kernel::System::Ticket::Article');
# Get all internal email articles sent by agents.
my @MetaArticleIndex = $ArticleObject->ArticleList(
TicketID => $Param{TicketID},
CommunicationChannel => 'Email',
SenderType => 'agent',
IsVisibleForCustomer => 0,
);
return 1 if !@MetaArticleIndex;
my $ArticleBackendObject = $ArticleObject->BackendForChannel( ChannelName => 'Email' );
# check if current sender got an internal forward
my $IsInternalForward;
ARTICLE:
for my $MetaArticle ( reverse @MetaArticleIndex ) {
my $Article = {
$ArticleBackendObject->ArticleGet( %{$MetaArticle} )
};
# check recipients
next ARTICLE if !$Article->{To};
# check based on recipient addresses of the article
my @ToEmailAddresses = $Self->{ParserObject}->SplitAddressLine(
Line => $Article->{To},
);
my @CcEmailAddresses = $Self->{ParserObject}->SplitAddressLine(
Line => $Article->{Cc},
);
my @EmailAdresses = ( @ToEmailAddresses, @CcEmailAddresses );
EMAIL:
for my $Email (@EmailAdresses) {
my $Recipient = $Self->{ParserObject}->GetEmailAddress(
Email => $Email,
);
if ( lc $Recipient eq lc $SenderAddress ) {
$IsInternalForward = 1;
last ARTICLE;
}
if ( $ReplyToAddress && lc $Recipient eq lc $ReplyToAddress ) {
$IsInternalForward = 1;
last ARTICLE;
}
}
# check based on Message-ID of the article
for my $Reference (@References) {
if ( $Article->{MessageID} && $Article->{MessageID} eq $Reference ) {
$IsInternalForward = 1;
last ARTICLE;
}
}
}
return 1 if !$IsInternalForward;
$Param{GetParam}->{'X-OTRS-FollowUp-IsVisibleForCustomer'} = $Param{JobConfig}->{IsVisibleForCustomer} // 0;
$Param{GetParam}->{'X-OTRS-FollowUp-SenderType'} = $Param{JobConfig}->{SenderType} || 'customer';
return 1;
}
1;
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