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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::ProcessManagement::TransitionAction::TicketArticleCreate;
use strict;
use warnings;
use utf8;
use Kernel::System::VariableCheck qw(:all);
use parent qw(Kernel::System::ProcessManagement::TransitionAction::Base);
our @ObjectDependencies = (
'Kernel::System::Log',
'Kernel::System::Ticket',
'Kernel::System::Ticket::Article',
'Kernel::System::DynamicField',
'Kernel::System::DynamicField::Backend',
'Kernel::System::User',
'Kernel::System::HTMLUtils',
);
=head1 NAME
Kernel::System::ProcessManagement::TransitionAction::TicketArticleCreate - A module to create an article
=head1 DESCRIPTION
All TicketArticleCreate functions.
=head1 PUBLIC INTERFACE
=head2 new()
Don't use the constructor directly, use the ObjectManager instead:
my $TicketArticleCreateObject = $Kernel::OM->Get('Kernel::System::ProcessManagement::TransitionAction::TicketArticleCreate');
=cut
sub new {
my ( $Type, %Param ) = @_;
# allocate new hash for object
my $Self = {};
bless( $Self, $Type );
return $Self;
}
=head2 Run()
Run Data
my $TicketArticleCreateResult = $TicketArticleCreateActionObject->Run(
UserID => 123,
Ticket => \%Ticket, # required
ProcessEntityID => 'P123',
ActivityEntityID => 'A123',
TransitionEntityID => 'T123',
TransitionActionEntityID => 'TA123',
Config => {
SenderType => 'agent', # (required) agent|system|customer
IsVisibleForCustomer => 1, # 0 or 1
CommunicationChannel => 'Internal', # Internal|Phone|Email|..., default: Internal
%DataPayload, # some parameters depending of each communication channel, please check ArticleCreate() on each
# communication channel for the full list of optional and mandatory parameters
TimeUnit => 123, # optional, to set the accounting time
UserID => 123, # optional, to override the UserID from the logged user
},
);
Ticket contains the result of TicketGet including DynamicFields
Config is the Config Hash stored in a Process::TransitionAction's Config key
Returns:
$TicketArticleCreateResult = 1; # 0
Internal article example:
my $TicketArticleCreateResult = $TicketArticleCreateActionObject->Run(
UserID => 123,
Ticket => {
TicketNumber => '20101027000001',
Title => 'some title',
TicketID => 123,
State => 'some state',
# ... (all ticket properties)
},
ProcessEntityID => 'P123',
ActivityEntityID => 'A123',
TransitionEntityID => 'T123',
TransitionActionEntityID => 'TA123',
Config => {
SenderType => 'agent',
IsVisibleForCustomer => 1,
CommunicationChannel => 'Internal',
# Internal article data payload.
From => 'Some Agent <email@example.com>',
To => 'Some Customer A <customer-a@example.com>',
Subject => 'some short description',
Body => 'the message text',
Charset => 'ISO-8859-15',
MimeType => 'text/plain',
HistoryType => 'OwnerUpdate',
HistoryComment => 'Some free text!',
UnlockOnAway => 1,
},
);
Email article example:
my $TicketArticleCreateResult = $TicketArticleCreateActionObject->Run(
UserID => 123,
Ticket => {
TicketNumber => '20101027000001',
Title => 'some title',
TicketID => 123,
State => 'some state',
# ... (all ticket properties, as the result from Kernel::System::Ticket::TicketGet)
},
ProcessEntityID => 'P123',
ActivityEntityID => 'A123',
TransitionEntityID => 'T123',
TransitionActionEntityID => 'TA123',
Config => {
SenderType => 'agent',
IsVisibleForCustomer => 1,
CommunicationChannel => 'Email',
# Email article data payload.
From => 'Some Agent <email@example.com>',
To => 'Some Customer A <customer-a@example.com>',
Subject => 'some short description',
Body => 'the message text',
Charset => 'ISO-8859-15',
MimeType => 'text/plain',
HistoryType => 'EmailAgent',
HistoryComment => 'Some free text!',
UnlockOnAway => 1,
},
);
Chat article example:
my $TicketArticleCreateResult = $TicketArticleCreateActionObject->Run(
UserID => 123,
Ticket => {
TicketNumber => '20101027000001',
Title => 'some title',
TicketID => 123,
State => 'some state',
# ... (all ticket properties, as the result from Kernel::System::Ticket::TicketGet)
},
ProcessEntityID => 'P123',
ActivityEntityID => 'A123',
SequenceFlowEntityID => 'T123',
SequenceFlowActionEntityID => 'TA123',
Config => {
SenderType => 'agent',
IsVisibleForCustomer => 1,
CommunicationChannel => 'Chat',
# Chat article data payload.
ChatMessageList => [
{
ID => 1,
MessageText => 'My chat message',
CreateTime => '2014-04-04 10:10:10',
SystemGenerated => 0,
ChatterID => '123',
ChatterType => 'User',
ChatterName => 'John Doe',
},
# ...
],
HistoryType => 'Misc',
HistoryComment => 'Some free text!',
},
);
=cut
sub Run {
my ( $Self, %Param ) = @_;
# Define a common message to output in case of any error.
my $CommonMessage = "Process: $Param{ProcessEntityID} Activity: $Param{ActivityEntityID}"
. " Transition: $Param{TransitionEntityID}"
. " TransitionAction: $Param{TransitionActionEntityID} - ";
# Check for missing or wrong params.
my $Success = $Self->_CheckParams(
%Param,
CommonMessage => $CommonMessage,
);
return if !$Success;
$Param{Config}->{CommunicationChannel} ||= 'Internal';
if ( !defined $Param{Config}->{IsVisibleForCustomer} ) {
$Kernel::OM->Get('Kernel::System::Log')->Log(
Priority => 'error',
Message => "Need Config -> IsVisibleForCustomer",
);
return;
}
# Override UserID if specified as a parameter in the TA config.
$Param{UserID} = $Self->_OverrideUserID(%Param);
my $DynamicFieldObject = $Kernel::OM->Get('Kernel::System::DynamicField');
my $DynamicFieldBackendObject = $Kernel::OM->Get('Kernel::System::DynamicField::Backend');
# Convert DynamicField value to HTML string, see bug#14229.
my $HTMLUtilsObject = $Kernel::OM->Get('Kernel::System::HTMLUtils');
if ( $Param{Config}->{Body} =~ /OTRS_TICKET_DynamicField_/ ) {
MATCH:
for my $Match ( sort keys %{ $Param{Ticket} } ) {
if ( $Match =~ m/DynamicField_(.*)/ && $Param{Ticket}->{$Match} ) {
my $DynamicFieldConfig = $DynamicFieldObject->DynamicFieldGet(
Name => $1,
);
# Check if there is HTML content.
my $IsHTMLContent = $DynamicFieldBackendObject->HasBehavior(
DynamicFieldConfig => $DynamicFieldConfig,
Behavior => 'IsHTMLContent',
);
# Avoid duble conversion to HTML for dynamic fields with HTML content.
next MATCH if $IsHTMLContent;
$Param{Ticket}->{$Match} = $HTMLUtilsObject->ToHTML(
String => $Param{Ticket}->{$Match},
);
}
}
}
# Use ticket attributes if needed.
$Self->_ReplaceTicketAttributes(%Param);
$Self->_ReplaceAdditionalAttributes(%Param);
# Convert scalar items into array references.
for my $Attribute (
qw(ForceNotificationToUserID ExcludeNotificationToUserID ExcludeMuteNotificationToUserID)
)
{
if ( IsStringWithData( $Param{Config}->{$Attribute} ) ) {
$Param{Config}->{$Attribute} = $Self->_ConvertScalar2ArrayRef(
Data => $Param{Config}->{$Attribute},
);
}
}
# If "From" is not set and MIME based article is to be created.
if (
!$Param{Config}->{From}
&& $Param{Config}->{CommunicationChannel} =~ m{\AEmail|Internal|Phone\z}msxi
)
{
# Get current user data
my %User = $Kernel::OM->Get('Kernel::System::User')->GetUserData(
UserID => $Param{UserID},
);
# Set "From" field according to user - UserFullname <UserEmail>.
$Param{Config}->{From} = $User{UserFullname} . ' <' . $User{UserEmail} . '>';
}
my $ArticleBackendObject = $Kernel::OM->Get('Kernel::System::Ticket::Article')->BackendForChannel(
ChannelName => $Param{Config}->{CommunicationChannel}
);
my $ArticleID = $ArticleBackendObject->ArticleCreate(
%{ $Param{Config} },
TicketID => $Param{Ticket}->{TicketID},
UserID => $Param{UserID},
);
if ( !$ArticleID ) {
$Kernel::OM->Get('Kernel::System::Log')->Log(
Priority => 'error',
Message => $CommonMessage
. "Couldn't create article for Ticket: "
. $Param{Ticket}->{TicketID} . '!',
);
return;
}
# Set time units.
if ( $Param{Config}->{TimeUnit} ) {
$Kernel::OM->Get('Kernel::System::Ticket')->TicketAccountTime(
TicketID => $Param{Ticket}->{TicketID},
ArticleID => $ArticleID,
TimeUnit => $Param{Config}->{TimeUnit},
UserID => $Param{UserID},
);
}
return 1;
}
1;
=head1 TERMS AND CONDITIONS
This software is part of the OTRS project (L<https://otrs.org/>).
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 L<https://www.gnu.org/licenses/gpl-3.0.txt>.
=cut
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