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This commit is contained in:
Andre Geißler
2024-10-14 00:08:40 +02:00
parent dbfba56f66
commit 1462d52e13
4572 changed files with 2658864 additions and 0 deletions
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341
Perl OTRS/Kernel/Output/HTML/TicketZoom/Agent/Base.pm Normal file
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# --
# Copyright (C) 2001-2019 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::Output::HTML::TicketZoom::Agent::Base;
use strict;
use warnings;
use Digest::MD5 qw(md5_hex);
use Kernel::System::VariableCheck qw(IsHashRefWithData);
our @ObjectDependencies = (
'Kernel::Config',
'Kernel::Output::HTML::Layout',
'Kernel::System::DynamicField',
'Kernel::System::DynamicField::Backend',
'Kernel::System::Log',
'Kernel::System::SystemAddress',
'Kernel::System::Ticket::Article',
'Kernel::System::User',
);
sub new {
my ( $Type, %Param ) = @_;
# allocate new hash for object
my $Self = {};
bless( $Self, $Type );
return $Self;
}
=head2 ArticleRender()
Returns article html.
my $HTML = $ArticleBaseObject->ArticleRender(
TicketID => 123, # (required)
ArticleID => 123, # (required)
ShowBrowserLinkMessage => 1, # (optional) Default: 0.
ArticleActions => [], # (optional)
);
Result:
$HTML = "<div>...</div>";
=cut
sub ArticleRender {
die 'Virtual method in base class must not be called.';
}
=head2 ArticleMetaFields()
Returns common fields for any article.
my %ArticleMetaFields = $ArticleBaseObject->ArticleMetaFields(
TicketID => 123, # (required)
ArticleID => 123, # (required)
);
Returns:
%ArticleMetaFields = (
DynamicField_Item => {
Label => 'Item', # mandatory
Value => 'Value', # mandatory
Link => 'http://...', # optional
},
AccountedTime => {
...
},
);
=cut
sub ArticleMetaFields {
my ( $Self, %Param ) = @_;
# Check needed stuff.
for my $Needed (qw(TicketID ArticleID)) {
if ( !$Param{$Needed} ) {
$Kernel::OM->Get('Kernel::System::Log')->Log(
Priority => 'error',
Message => "Need $Needed!",
);
return;
}
}
my $ConfigObject = $Kernel::OM->Get('Kernel::Config');
my $ArticleObject = $Kernel::OM->Get('Kernel::System::Ticket::Article');
my $LayoutObject = $Kernel::OM->Get('Kernel::Output::HTML::Layout');
my %Result;
# show accounted article time
if (
$ConfigObject->Get('Ticket::ZoomTimeDisplay')
&& $ConfigObject->Get('Ticket::Frontend::AccountTime')
)
{
my $ArticleTime = $ArticleObject->ArticleAccountedTimeGet(
ArticleID => $Param{ArticleID},
);
if ($ArticleTime) {
$Result{Time} = {
Label => "Time",
Value => $ArticleTime,
};
}
}
# get dynamic field config for frontend module
my $DynamicFieldFilter = {
%{ $ConfigObject->Get("Ticket::Frontend::AgentTicketZoom")->{DynamicField} || {} },
%{
$ConfigObject->Get("Ticket::Frontend::AgentTicketZoom")->{ProcessWidgetDynamicField}
|| {}
},
};
# get the dynamic fields for article object
my $DynamicField = $Kernel::OM->Get('Kernel::System::DynamicField')->DynamicFieldListGet(
Valid => 1,
ObjectType => ['Article'],
FieldFilter => $DynamicFieldFilter || {},
);
my $DynamicFieldBackendObject = $Kernel::OM->Get('Kernel::System::DynamicField::Backend');
# cycle trough the activated Dynamic Fields
DYNAMICFIELD:
for my $DynamicFieldConfig ( @{$DynamicField} ) {
next DYNAMICFIELD if !IsHashRefWithData($DynamicFieldConfig);
my $Value = $DynamicFieldBackendObject->ValueGet(
DynamicFieldConfig => $DynamicFieldConfig,
ObjectID => $Param{ArticleID},
);
next DYNAMICFIELD if !$Value;
next DYNAMICFIELD if $Value eq '';
# get print string for this dynamic field
my $ValueStrg = $DynamicFieldBackendObject->DisplayValueRender(
DynamicFieldConfig => $DynamicFieldConfig,
Value => $Value,
ValueMaxChars => $ConfigObject->Get('Ticket::Frontend::DynamicFieldsZoomMaxSizeArticle')
|| 160, # limit for article display
LayoutObject => $LayoutObject,
);
my $Label = $DynamicFieldConfig->{Label};
$Result{ $DynamicFieldConfig->{Name} } = {
Label => $Label,
Value => $ValueStrg->{Value},
Title => $ValueStrg->{Title},
};
if ( $ValueStrg->{Link} ) {
$Result{ $DynamicFieldConfig->{Name} }->{Link} = $ValueStrg->{Link};
}
}
return %Result;
}
=head1 PRIVATE FUNCTIONS
=head2 _ArticleSenderImage()
Get URL used for article sender image.
my $SenderImage = $ArticleBaseObject->_ArticleSenderImage(
Sender => 'John Doe <jdoe@example.com>',
);
Returns:
$SenderImage = '//gravatar.com/avatar/28a58af1db24962e81212115e7cac685?s=80';
=cut
sub _ArticleSenderImage {
my ( $Self, %Param ) = @_;
my $Result = '';
return $Result if !$Param{Sender};
my $Size = 80;
# Get email address from sender field.
my $EmailParser = Kernel::System::EmailParser->new(
%{$Self},
Mode => 'Standalone',
);
my @Addresses = $EmailParser->SplitAddressLine( Line => $Param{Sender} );
if (@Addresses) {
my $Email = $EmailParser->GetEmailAddress( Email => $Addresses[0] );
if ($Email) {
my $DefaultIcon
= $Kernel::OM->Get('Kernel::Config')->Get('Frontend::Gravatar::ArticleDefaultImage') || 'mm';
# Get current user's email and compare it to the sender's email.
if ( $Param{UserID} ) {
my %CurrentUserData = $Kernel::OM->Get('Kernel::System::User')->GetUserData( UserID => $Param{UserID} );
if ( $Email eq $CurrentUserData{UserEmail} ) {
$DefaultIcon = $Kernel::OM->Get('Kernel::Config')->Get('Frontend::Gravatar::DefaultImage') | 'mm';
}
}
$Result = '//www.gravatar.com/avatar/' . md5_hex( lc $Email ) . '?s=' . $Size . '&d=' . $DefaultIcon;
}
}
return $Result;
}
sub _ArticleModuleMeta {
my ( $Self, %Param ) = @_;
# Check needed stuff.
for my $Needed (qw(TicketID ArticleID UserID)) {
if ( !$Param{$Needed} ) {
$Kernel::OM->Get('Kernel::System::Log')->Log(
Priority => 'error',
Message => "Need $Needed!",
);
return;
}
}
# get config object
my $ConfigObject = $Kernel::OM->Get('Kernel::Config');
my $LayoutObject = $Kernel::OM->Get('Kernel::Output::HTML::Layout');
# check whether auto article links should be used
return if !$ConfigObject->Get('Ticket::Frontend::ZoomCollectMeta');
return if !$ConfigObject->Get('Ticket::Frontend::ZoomCollectMetaFilters');
my $ArticlePlain = $LayoutObject->ArticlePreview(
%Param,
ResultType => 'plain',
);
my @Data;
# find words to replace
my %Config = %{ $ConfigObject->Get('Ticket::Frontend::ZoomCollectMetaFilters') };
FILTER:
for my $Filter ( values %Config ) {
my %FilterData;
# check for needed data
next FILTER if !$Filter->{RegExp};
next FILTER if !$Filter->{Meta};
next FILTER if !$Filter->{Meta}->{Name};
next FILTER if !$Filter->{Meta}->{URL};
# iterage through regular expressions and create a hash with found matches
my @Matches;
for my $RegExp ( @{ $Filter->{RegExp} } ) {
my @Count = $RegExp =~ m{\(}gx;
my $Elements = scalar @Count;
if ( my @MatchData = $ArticlePlain =~ m{([\s:]$RegExp)}gxi ) {
my $Counter = 0;
MATCH:
while ( $MatchData[$Counter] ) {
my $WholeMatchString = $MatchData[$Counter];
$WholeMatchString =~ s/^\s+|\s+$//g;
if ( grep { $_->{Name} eq $WholeMatchString } @Matches ) {
$Counter += $Elements + 1;
next MATCH;
}
my %Parts;
for ( 1 .. $Elements ) {
$Parts{$_} = $MatchData[ $Counter + $_ ];
}
$Counter += $Elements + 1;
push @Matches, {
Name => $WholeMatchString,
Parts => \%Parts,
};
}
}
}
if ( scalar @Matches ) {
$FilterData{Name} = $Filter->{Meta}->{Name};
# iterate trough matches and build URLs from configuration
for my $Match (@Matches) {
my $MatchQuote = $LayoutObject->Ascii2Html( Text => $Match->{Name} );
my $URL = $Filter->{Meta}->{URL};
my $URLPreview = $Filter->{Meta}->{URLPreview};
# replace the whole keyword
my $MatchLinkEncode = $LayoutObject->LinkEncode( $Match->{Name} );
$URL =~ s/<MATCH>/$MatchLinkEncode/g;
$URLPreview =~ s/<MATCH>/$MatchLinkEncode/g;
# replace the keyword components
for my $Part ( sort keys %{ $Match->{Parts} || {} } ) {
$MatchLinkEncode = $LayoutObject->LinkEncode( $Match->{Parts}->{$Part} );
$URL =~ s/<MATCH$Part>/$MatchLinkEncode/g;
$URLPreview =~ s/<MATCH$Part>/$MatchLinkEncode/g;
}
push @{ $FilterData{Matches} }, {
Text => $Match->{Name},
URL => $URL,
URLPreview => $URLPreview,
Target => $Filter->{Meta}->{Target} || '_blank',
};
}
push @Data, \%FilterData;
}
}
return @Data;
}
1;

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Perl OTRS/Kernel/Output/HTML/TicketZoom/Agent/Chat.pm Normal file
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# --
# Copyright (C) 2001-2019 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::Output::HTML::TicketZoom::Agent::Chat;
use parent 'Kernel::Output::HTML::TicketZoom::Agent::Base';
use strict;
use warnings;
use Kernel::System::VariableCheck qw(IsPositiveInteger);
our @ObjectDependencies = (
'Kernel::Config',
'Kernel::Output::HTML::Layout',
'Kernel::System::CommunicationChannel',
'Kernel::System::Log',
'Kernel::System::Ticket::Article',
'Kernel::System::User',
);
=head2 ArticleRender()
Returns article html.
my $HTML = $ArticleBaseObject->ArticleRender(
TicketID => 123, # (required)
ArticleID => 123, # (required)
ArticleActions => [], # (optional)
UserID => 123, # (optional)
);
Result:
$HTML = "<div>...</div>";
=cut
sub ArticleRender {
my ( $Self, %Param ) = @_;
# Check needed stuff.
for my $Needed (qw(TicketID ArticleID)) {
if ( !$Param{$Needed} ) {
$Kernel::OM->Get('Kernel::System::Log')->Log(
Priority => 'error',
Message => "Need $Needed!",
);
return;
}
}
my $ConfigObject = $Kernel::OM->Get('Kernel::Config');
my $LayoutObject = $Kernel::OM->Get('Kernel::Output::HTML::Layout');
my $ArticleBackendObject = $Kernel::OM->Get('Kernel::System::Ticket::Article')->BackendForArticle(%Param);
my %Article = $ArticleBackendObject->ArticleGet(%Param);
if ( !%Article ) {
$Kernel::OM->Get('Kernel::System::Log')->Log(
Priority => 'error',
Message => "Article not found (ArticleID=$Param{ArticleID})!"
);
return;
}
# Check if HTML should be displayed.
my $ShowHTML = $ConfigObject->Get('Ticket::Frontend::ZoomRichTextForce')
|| $LayoutObject->{BrowserRichText}
|| 0;
# Get channel specific fields
my %ArticleFields = $LayoutObject->ArticleFields(%Param);
# Get dynamic fields and accounted time
my %ArticleMetaFields = $Self->ArticleMetaFields(%Param);
# Get data from modules like Google CVE search
my @ArticleModuleMeta = $Self->_ArticleModuleMeta(%Param);
# Show created by string, if creator is different from admin user.
if ( $Article{CreateBy} > 1 ) {
$Article{CreateByUser} = $Kernel::OM->Get('Kernel::System::User')->UserName( UserID => $Article{CreateBy} );
}
my $ArticleContent = $LayoutObject->ArticlePreview(
TicketID => $Param{TicketID},
ArticleID => $Param{ArticleID},
ResultType => $ShowHTML ? 'HTML' : 'plain',
);
if ( !$ShowHTML ) {
# html quoting
$ArticleContent = $LayoutObject->Ascii2Html(
NewLine => $ConfigObject->Get('DefaultViewNewLine'),
Text => $ArticleContent,
VMax => $ConfigObject->Get('DefaultViewLines') || 5000,
HTMLResultMode => 1,
LinkFeature => 1,
);
}
my %CommunicationChannel = $Kernel::OM->Get('Kernel::System::CommunicationChannel')->ChannelGet(
ChannelID => $Article{CommunicationChannelID},
);
my $Content = $LayoutObject->Output(
TemplateFile => 'AgentTicketZoom/ArticleRender/Chat',
Data => {
%Article,
ArticleFields => \%ArticleFields,
ArticleMetaFields => \%ArticleMetaFields,
ArticleModuleMeta => \@ArticleModuleMeta,
MenuItems => $Param{ArticleActions},
Body => $ArticleContent,
HTML => $ShowHTML,
CommunicationChannel => $CommunicationChannel{DisplayName},
ChannelIcon => $CommunicationChannel{DisplayIcon},
SenderImage => $Self->_ArticleSenderImage(
Sender => $ArticleFields{Sender}->{Value},
UserID => $Param{UserID},
),
SenderInitials => $LayoutObject->UserInitialsGet(
Fullname => $ArticleFields{Sender}->{Realname},
),
},
);
return $Content;
}
1;

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Perl OTRS/Kernel/Output/HTML/TicketZoom/Agent/Email.pm Normal file
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# --
# Copyright (C) 2001-2019 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::Output::HTML::TicketZoom::Agent::Email;
use strict;
use warnings;
use parent 'Kernel::Output::HTML::TicketZoom::Agent::MIMEBase';
our @ObjectDependencies = (
);
1;

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Perl OTRS/Kernel/Output/HTML/TicketZoom/Agent/Internal.pm Normal file
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# --
# Copyright (C) 2001-2019 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::Output::HTML::TicketZoom::Agent::Internal;
use strict;
use warnings;
use parent 'Kernel::Output::HTML::TicketZoom::Agent::MIMEBase';
our @ObjectDependencies = (
);
1;

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Perl OTRS/Kernel/Output/HTML/TicketZoom/Agent/Invalid.pm Normal file
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# --
# Copyright (C) 2001-2019 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::Output::HTML::TicketZoom::Agent::Invalid;
use parent 'Kernel::Output::HTML::TicketZoom::Agent::Base';
use strict;
use warnings;
use Kernel::System::VariableCheck qw(IsPositiveInteger);
our @ObjectDependencies = (
'Kernel::Config',
'Kernel::Output::HTML::Layout',
'Kernel::System::CommunicationChannel',
'Kernel::System::Log',
'Kernel::System::Ticket::Article',
'Kernel::System::User',
);
=head2 ArticleRender()
Returns invalid article HTML.
my $HTML = $ArticleBaseObject->ArticleRender(
TicketID => 123, # (required)
ArticleID => 123, # (required)
ArticleActions => [], # (optional)
);
Result:
$HTML = "<div>...</div>";
=cut
sub ArticleRender {
my ( $Self, %Param ) = @_;
for my $Needed (qw(TicketID ArticleID)) {
if ( !$Param{$Needed} ) {
$Kernel::OM->Get('Kernel::System::Log')->Log(
Priority => 'error',
Message => "Need $Needed!",
);
return;
}
}
my $ConfigObject = $Kernel::OM->Get('Kernel::Config');
my $LayoutObject = $Kernel::OM->Get('Kernel::Output::HTML::Layout');
my $ArticleBackendObject = $Kernel::OM->Get('Kernel::System::Ticket::Article')->BackendForArticle(%Param);
my %Article = $ArticleBackendObject->ArticleGet(%Param);
if ( !%Article ) {
$Kernel::OM->Get('Kernel::System::Log')->Log(
Priority => 'error',
Message => "Article not found (ArticleID=$Param{ArticleID})!"
);
return;
}
# Check if HTML should be displayed.
my $ShowHTML = $ConfigObject->Get('Ticket::Frontend::ZoomRichTextForce')
|| $LayoutObject->{BrowserRichText}
|| 0;
# Get channel specific fields
my %ArticleFields = $LayoutObject->ArticleFields(%Param);
# Show created by string, if creator is different from admin user.
if ( $Article{CreateBy} > 1 ) {
$Article{CreateByUser} = $Kernel::OM->Get('Kernel::System::User')->UserName( UserID => $Article{CreateBy} );
}
my $ArticleContent = $LayoutObject->ArticlePreview(
TicketID => $Param{TicketID},
ArticleID => $Param{ArticleID},
ResultType => $ShowHTML ? 'HTML' : 'plain',
);
if ( !$ShowHTML ) {
# HTML quoting.
$ArticleContent = $LayoutObject->Ascii2Html(
NewLine => $ConfigObject->Get('DefaultViewNewLine'),
Text => $ArticleContent,
VMax => $ConfigObject->Get('DefaultViewLines') || 5000,
HTMLResultMode => 1,
LinkFeature => 1,
);
}
my %CommunicationChannel = $Kernel::OM->Get('Kernel::System::CommunicationChannel')->ChannelGet(
ChannelID => $Article{CommunicationChannelID},
);
my $Content = $LayoutObject->Output(
TemplateFile => 'AgentTicketZoom/ArticleRender/Invalid',
Data => {
%Article,
ArticleFields => \%ArticleFields,
MenuItems => $Param{ArticleActions},
Body => $ArticleContent,
HTML => $ShowHTML,
CommunicationChannel => $CommunicationChannel{DisplayName},
ChannelIcon => $CommunicationChannel{DisplayIcon},
SenderInitials => $LayoutObject->UserInitialsGet(
Fullname => $ArticleFields{Sender}->{Realname},
),
},
);
return $Content;
}
1;

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Perl OTRS/Kernel/Output/HTML/TicketZoom/Agent/MIMEBase.pm Normal file
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# --
# Copyright (C) 2001-2019 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::Output::HTML::TicketZoom::Agent::MIMEBase;
use parent 'Kernel::Output::HTML::TicketZoom::Agent::Base';
use strict;
use warnings;
use Kernel::System::VariableCheck qw(IsPositiveInteger);
use Kernel::Language qw(Translatable);
our @ObjectDependencies = (
'Kernel::Config',
'Kernel::Output::HTML::Article::MIMEBase',
'Kernel::Output::HTML::Layout',
'Kernel::System::CommunicationChannel',
'Kernel::System::Main',
'Kernel::System::Log',
'Kernel::System::Ticket::Article',
'Kernel::System::User',
);
=head2 ArticleRender()
Returns article html.
my $HTML = $ArticleBaseObject->ArticleRender(
TicketID => 123, # (required)
ArticleID => 123, # (required)
ShowBrowserLinkMessage => 1, # (optional) Default: 0.
ArticleActions => [], # (optional)
UserID => 123, # (optional)
);
Result:
$HTML = "<div>...</div>";
=cut
sub ArticleRender {
my ( $Self, %Param ) = @_;
# Check needed stuff.
for my $Needed (qw(TicketID ArticleID)) {
if ( !$Param{$Needed} ) {
$Kernel::OM->Get('Kernel::System::Log')->Log(
Priority => 'error',
Message => "Need $Needed!",
);
return;
}
}
my $ConfigObject = $Kernel::OM->Get('Kernel::Config');
my $LayoutObject = $Kernel::OM->Get('Kernel::Output::HTML::Layout');
my $MainObject = $Kernel::OM->Get('Kernel::System::Main');
my $ArticleBackendObject = $Kernel::OM->Get('Kernel::System::Ticket::Article')->BackendForArticle(%Param);
my %Article = $ArticleBackendObject->ArticleGet(
%Param,
RealNames => 1,
);
if ( !%Article ) {
$Kernel::OM->Get('Kernel::System::Log')->Log(
Priority => 'error',
Message => "Article not found (ArticleID=$Param{ArticleID})!"
);
return;
}
# Get channel specific fields
my %ArticleFields = $LayoutObject->ArticleFields(%Param);
# Get dynamic fields and accounted time
my %ArticleMetaFields = $Self->ArticleMetaFields(%Param);
# Get data from modules like Google CVE search
my @ArticleModuleMeta = $Self->_ArticleModuleMeta(%Param);
# Show created by string, if creator is different from admin user.
if ( $Article{CreateBy} > 1 ) {
$Article{CreateByUser} = $Kernel::OM->Get('Kernel::System::User')->UserName( UserID => $Article{CreateBy} );
}
my $RichTextEnabled = $ConfigObject->Get('Ticket::Frontend::ZoomRichTextForce')
|| $LayoutObject->{BrowserRichText}
|| 0;
# Show HTML if RichText is enabled and HTML attachment isn't missing.
my $ShowHTML = $RichTextEnabled;
my $HTMLBodyAttachID = $Kernel::OM->Get('Kernel::Output::HTML::Article::MIMEBase')->HTMLBodyAttachmentIDGet(
%Param,
);
if ( $ShowHTML && !$HTMLBodyAttachID ) {
$ShowHTML = 0;
}
# Strip plain text attachments by default.
my $ExcludePlainText = 1;
# Do not strip plain text attachments if no plain text article body was found.
if ( $Article{Body} && $Article{Body} eq '- no text message => see attachment -' ) {
$ExcludePlainText = 0;
}
# Get attachment index (excluding body attachments).
my %AtmIndex = $ArticleBackendObject->ArticleAttachmentIndex(
ArticleID => $Param{ArticleID},
ExcludePlainText => $ExcludePlainText,
ExcludeHTMLBody => $RichTextEnabled,
ExcludeInline => $RichTextEnabled,
);
my @ArticleAttachments;
# Add block for attachments.
if (%AtmIndex) {
my $Config = $ConfigObject->Get('Ticket::Frontend::ArticleAttachmentModule');
ATTACHMENT:
for my $FileID ( sort keys %AtmIndex ) {
my $Attachment;
# Run article attachment modules.
next ATTACHMENT if ref $Config ne 'HASH';
my %Jobs = %{$Config};
JOB:
for my $Job ( sort keys %Jobs ) {
my %File = %{ $AtmIndex{$FileID} };
# load module
next JOB if !$MainObject->Require( $Jobs{$Job}->{Module} );
my $Object = $Jobs{$Job}->{Module}->new(
%{$Self},
TicketID => $Param{TicketID},
ArticleID => $Param{ArticleID},
UserID => $Param{UserID} || 1,
);
# run module
my %Data = $Object->Run(
File => {
%File,
FileID => $FileID,
},
TicketID => $Param{TicketID},
Article => \%Article,
);
if (%Data) {
%File = %Data;
}
$File{Links} = [
{
Action => $File{Action},
Class => $File{Class},
Link => $File{Link},
Target => $File{Target},
},
];
if ( $File{Action} && $File{Action} ne 'Download' ) {
delete $File{Action};
delete $File{Class};
delete $File{Link};
delete $File{Target};
}
if ($Attachment) {
push @{ $Attachment->{Links} }, $File{Links}->[0];
}
else {
$Attachment = \%File;
}
}
push @ArticleAttachments, $Attachment;
}
}
my $ArticleContent;
if ($ShowHTML) {
if ( $Param{ShowBrowserLinkMessage} ) {
$LayoutObject->Block(
Name => 'BrowserLinkMessage',
);
}
}
else {
$ArticleContent = $LayoutObject->ArticlePreview(
%Param,
ResultType => 'plain',
);
# html quoting
$ArticleContent = $LayoutObject->Ascii2Html(
NewLine => $ConfigObject->Get('DefaultViewNewLine'),
Text => $ArticleContent,
VMax => $ConfigObject->Get('DefaultViewLines') || 5000,
HTMLResultMode => 1,
LinkFeature => 1,
);
}
my %CommunicationChannel = $Kernel::OM->Get('Kernel::System::CommunicationChannel')->ChannelGet(
ChannelID => $Article{CommunicationChannelID},
);
if ( $CommunicationChannel{ChannelName} eq 'Email' ) {
my $TransmissionStatus = $ArticleBackendObject->ArticleTransmissionStatus(
ArticleID => $Article{ArticleID},
);
if ($TransmissionStatus) {
$LayoutObject->Block(
Name => 'TransmissionStatusMessage',
Data => $TransmissionStatus,
);
}
}
my $Content = $LayoutObject->Output(
TemplateFile => 'AgentTicketZoom/ArticleRender/MIMEBase',
Data => {
%Article,
ArticleFields => \%ArticleFields,
ArticleMetaFields => \%ArticleMetaFields,
ArticleModuleMeta => \@ArticleModuleMeta,
Attachments => \@ArticleAttachments,
MenuItems => $Param{ArticleActions},
Body => $ArticleContent,
HTML => $ShowHTML,
CommunicationChannel => $CommunicationChannel{DisplayName},
ChannelIcon => $CommunicationChannel{DisplayIcon},
SenderImage => $Self->_ArticleSenderImage(
Sender => $Article{From},
UserID => $Param{UserID},
),
SenderInitials => $LayoutObject->UserInitialsGet(
Fullname => $Article{FromRealname},
),
},
);
return $Content;
}
1;

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Perl OTRS/Kernel/Output/HTML/TicketZoom/Agent/Phone.pm Normal file
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# --
# Copyright (C) 2001-2019 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::Output::HTML::TicketZoom::Agent::Phone;
use strict;
use warnings;
use parent 'Kernel::Output::HTML::TicketZoom::Agent::MIMEBase';
our @ObjectDependencies = (
);
1;

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# --
# Copyright (C) 2001-2019 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::Output::HTML::TicketZoom::Customer::Base;
use strict;
use warnings;
use Digest::MD5 qw(md5_hex);
use Kernel::System::VariableCheck qw(IsHashRefWithData);
our @ObjectDependencies = (
'Kernel::Config',
'Kernel::Output::HTML::Layout',
'Kernel::System::DynamicField',
'Kernel::System::DynamicField::Backend',
'Kernel::System::Log',
'Kernel::System::Ticket::Article',
);
sub new {
my ( $Type, %Param ) = @_;
# allocate new hash for object
my $Self = {};
bless( $Self, $Type );
return $Self;
}
=head2 ArticleRender()
Returns article html.
my $HTML = $ArticleBaseObject->ArticleRender(
TicketID => 123, # (required)
ArticleID => 123, # (required)
ShowBrowserLinkMessage => 1, # (optional) Default: 0.
ArticleActions => [], # (optional)
);
Result:
$HTML = "<div>...</div>";
=cut
sub ArticleRender {
die 'Virtual method in base class must not be called.';
}
=head2 ArticleMetaFields()
Returns common fields for any article.
my %ArticleMetaFields = $ArticleBaseObject->ArticleMetaFields(
TicketID => 123, # (required)
ArticleID => 123, # (required)
);
Returns:
%ArticleMetaFields = (
DynamicField_Item => {
Label => 'Item', # mandatory
Value => 'Value', # mandatory
Link => 'http://...', # optional
},
AccountedTime => {
...
},
);
=cut
sub ArticleMetaFields {
my ( $Self, %Param ) = @_;
# Check needed stuff.
for my $Needed (qw(TicketID ArticleID)) {
if ( !$Param{$Needed} ) {
$Kernel::OM->Get('Kernel::System::Log')->Log(
Priority => 'error',
Message => "Need $Needed!",
);
return;
}
}
my $ConfigObject = $Kernel::OM->Get('Kernel::Config');
my $ArticleObject = $Kernel::OM->Get('Kernel::System::Ticket::Article');
my $LayoutObject = $Kernel::OM->Get('Kernel::Output::HTML::Layout');
my $BackendObject = $Kernel::OM->Get('Kernel::System::DynamicField::Backend');
my %Result;
# show accounted article time
if ( $ConfigObject->Get('Ticket::Frontend::CustomerTicketZoom')->{ZoomTimeDisplay} ) {
my $ArticleTime = $ArticleObject->ArticleAccountedTimeGet(
ArticleID => $Param{ArticleID},
);
if ($ArticleTime) {
$Result{Time} = {
Label => "Time",
Value => $ArticleTime,
};
}
}
# get dynamic field config for frontend module
my $DynamicFieldFilter = {
%{ $ConfigObject->Get("Ticket::Frontend::CustomerTicketZoom")->{DynamicField} || {} },
# TODO: Check if there are process dynamic fields for customer interface
# %{
# $ConfigObject->Get("Ticket::Frontend::CustomerTicketZoom")->{ProcessWidgetDynamicField}
# || {}
# },
};
# get the dynamic fields for article object
my $DynamicField = $Kernel::OM->Get('Kernel::System::DynamicField')->DynamicFieldListGet(
Valid => 1,
ObjectType => ['Article'],
FieldFilter => $DynamicFieldFilter || {},
);
my $DynamicFieldBackendObject = $Kernel::OM->Get('Kernel::System::DynamicField::Backend');
# cycle trough the activated Dynamic Fields
DYNAMICFIELD:
for my $DynamicFieldConfig ( @{$DynamicField} ) {
next DYNAMICFIELD if !IsHashRefWithData($DynamicFieldConfig);
# skip the dynamic field if is not desinged for customer interface
my $IsCustomerInterfaceCapable = $BackendObject->HasBehavior(
DynamicFieldConfig => $DynamicFieldConfig,
Behavior => 'IsCustomerInterfaceCapable',
);
next DYNAMICFIELD if !$IsCustomerInterfaceCapable;
my $Value = $DynamicFieldBackendObject->ValueGet(
DynamicFieldConfig => $DynamicFieldConfig,
ObjectID => $Param{ArticleID},
);
next DYNAMICFIELD if !$Value;
next DYNAMICFIELD if $Value eq '';
# get print string for this dynamic field
my $ValueStrg = $DynamicFieldBackendObject->DisplayValueRender(
DynamicFieldConfig => $DynamicFieldConfig,
Value => $Value,
ValueMaxChars => 160,
LayoutObject => $LayoutObject,
);
my $Label = $DynamicFieldConfig->{Label};
$Result{ $DynamicFieldConfig->{Name} } = {
Label => $Label,
Value => $ValueStrg->{Value},
Title => $ValueStrg->{Title},
};
if ( $ValueStrg->{Link} ) {
$Result{ $DynamicFieldConfig->{Name} }->{Link} = $ValueStrg->{Link};
}
if ( $ValueStrg->{LinkPreview} ) {
$Result{ $DynamicFieldConfig->{Name} }->{LinkPreview} = $ValueStrg->{LinkPreview};
}
}
return %Result;
}
1;

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Perl OTRS/Kernel/Output/HTML/TicketZoom/Customer/Chat.pm Normal file
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# --
# Copyright (C) 2001-2019 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::Output::HTML::TicketZoom::Customer::Chat;
use parent 'Kernel::Output::HTML::TicketZoom::Customer::Base';
use strict;
use warnings;
use Kernel::System::VariableCheck qw(IsPositiveInteger);
our @ObjectDependencies = (
'Kernel::Config',
'Kernel::Output::HTML::Layout',
'Kernel::System::CommunicationChannel',
'Kernel::System::Main',
'Kernel::System::Log',
'Kernel::System::Ticket::Article',
'Kernel::Output::HTML::Article::MIMEBase',
);
=head2 ArticleRender()
Returns article html.
my $HTML = $ArticleBaseObject->ArticleRender(
TicketID => 123, # (required)
ArticleID => 123, # (required)
Class => 'Visible', # (optional)
ShowBrowserLinkMessage => 1, # (optional) Default: 0.
ArticleActions => [], # (optional)
);
Result:
$HTML = "<div>...</div>";
=cut
sub ArticleRender {
my ( $Self, %Param ) = @_;
# Check needed stuff.
for my $Needed (qw(TicketID ArticleID)) {
if ( !$Param{$Needed} ) {
$Kernel::OM->Get('Kernel::System::Log')->Log(
Priority => 'error',
Message => "Need $Needed!",
);
return;
}
}
my $ConfigObject = $Kernel::OM->Get('Kernel::Config');
my $LayoutObject = $Kernel::OM->Get('Kernel::Output::HTML::Layout');
my $MainObject = $Kernel::OM->Get('Kernel::System::Main');
my $ArticleBackendObject = $Kernel::OM->Get('Kernel::System::Ticket::Article')->BackendForArticle(%Param);
my %Article = $ArticleBackendObject->ArticleGet(
%Param,
RealNames => 1,
);
if ( !%Article ) {
$Kernel::OM->Get('Kernel::System::Log')->Log(
Priority => 'error',
Message => "Article not found (ArticleID=$Param{ArticleID})!"
);
return;
}
# Get channel specific fields
my %ArticleFields = $LayoutObject->ArticleFields(%Param);
# Get dynamic fields and accounted time
my %ArticleMetaFields = $Self->ArticleMetaFields(%Param);
my $RichTextEnabled = $ConfigObject->Get('Ticket::Frontend::ZoomRichTextForce')
|| $LayoutObject->{BrowserRichText}
|| 0;
# Check if HTML should be displayed.
my $ShowHTML = $ConfigObject->Get('Ticket::Frontend::ZoomRichTextForce')
|| $LayoutObject->{BrowserRichText}
|| 0;
my $ArticleContent = $LayoutObject->ArticlePreview(
%Param,
ResultType => $ShowHTML ? 'HTML' : 'plain',
);
if ( !$ShowHTML ) {
# html quoting
$ArticleContent = $LayoutObject->Ascii2Html(
NewLine => $ConfigObject->Get('DefaultViewNewLine'),
Text => $ArticleContent,
VMax => $ConfigObject->Get('DefaultViewLines') || 5000,
HTMLResultMode => 1,
LinkFeature => 1,
);
}
my %CommunicationChannel = $Kernel::OM->Get('Kernel::System::CommunicationChannel')->ChannelGet(
ChannelID => $Article{CommunicationChannelID},
);
my $Content = $LayoutObject->Output(
TemplateFile => 'CustomerTicketZoom/ArticleRender/Chat',
Data => {
%Article,
ArticleFields => \%ArticleFields,
ArticleMetaFields => \%ArticleMetaFields,
Body => $ArticleContent,
HTML => $ShowHTML,
CommunicationChannel => $CommunicationChannel{DisplayName},
ChannelIcon => $CommunicationChannel{DisplayIcon},
Class => $Param{Class},
Age => $Param{ArticleAge},
},
);
return $Content;
}
1;

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Perl OTRS/Kernel/Output/HTML/TicketZoom/Customer/Email.pm Normal file
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# --
# Copyright (C) 2001-2019 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::Output::HTML::TicketZoom::Customer::Email;
use strict;
use warnings;
use parent 'Kernel::Output::HTML::TicketZoom::Customer::MIMEBase';
our @ObjectDependencies = (
);
1;

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Perl OTRS/Kernel/Output/HTML/TicketZoom/Customer/Internal.pm Normal file
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# --
# Copyright (C) 2001-2019 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::Output::HTML::TicketZoom::Customer::Internal;
use strict;
use warnings;
use parent 'Kernel::Output::HTML::TicketZoom::Customer::MIMEBase';
our @ObjectDependencies = (
);
1;

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Perl OTRS/Kernel/Output/HTML/TicketZoom/Customer/Invalid.pm Normal file
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# --
# Copyright (C) 2001-2019 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::Output::HTML::TicketZoom::Customer::Invalid;
use parent 'Kernel::Output::HTML::TicketZoom::Customer::Base';
use strict;
use warnings;
use Kernel::System::VariableCheck qw(IsPositiveInteger);
our @ObjectDependencies = (
'Kernel::Config',
'Kernel::Output::HTML::Layout',
'Kernel::System::CommunicationChannel',
'Kernel::System::Main',
'Kernel::System::Log',
'Kernel::System::Ticket::Article',
'Kernel::Output::HTML::Article::MIMEBase',
);
=head2 ArticleRender()
Returns article HTML.
my $HTML = $ArticleBaseObject->ArticleRender(
TicketID => 123, # (required)
ArticleID => 123, # (required)
Class => 'Visible', # (optional)
ShowBrowserLinkMessage => 1, # (optional) Default: 0.
ArticleActions => [], # (optional)
);
Result:
$HTML = "<div>...</div>";
=cut
sub ArticleRender {
my ( $Self, %Param ) = @_;
for my $Needed (qw(TicketID ArticleID)) {
if ( !$Param{$Needed} ) {
$Kernel::OM->Get('Kernel::System::Log')->Log(
Priority => 'error',
Message => "Need $Needed!",
);
return;
}
}
my $ConfigObject = $Kernel::OM->Get('Kernel::Config');
my $LayoutObject = $Kernel::OM->Get('Kernel::Output::HTML::Layout');
my $MainObject = $Kernel::OM->Get('Kernel::System::Main');
my $ArticleBackendObject = $Kernel::OM->Get('Kernel::System::Ticket::Article')->BackendForArticle(%Param);
my %Article = $ArticleBackendObject->ArticleGet(
%Param,
RealNames => 1,
);
if ( !%Article ) {
$Kernel::OM->Get('Kernel::System::Log')->Log(
Priority => 'error',
Message => "Article not found (ArticleID=$Param{ArticleID})!"
);
return;
}
# Get channel specific fields
my %ArticleFields = $LayoutObject->ArticleFields(%Param);
# Check if HTML should be displayed.
my $ShowHTML = $ConfigObject->Get('Ticket::Frontend::ZoomRichTextForce')
|| $LayoutObject->{BrowserRichText}
|| 0;
my $ArticleContent = $LayoutObject->ArticlePreview(
%Param,
ResultType => $ShowHTML ? 'HTML' : 'plain',
);
if ( !$ShowHTML ) {
# html quoting
$ArticleContent = $LayoutObject->Ascii2Html(
NewLine => $ConfigObject->Get('DefaultViewNewLine'),
Text => $ArticleContent,
VMax => $ConfigObject->Get('DefaultViewLines') || 5000,
HTMLResultMode => 1,
LinkFeature => 1,
);
}
my %CommunicationChannel = $Kernel::OM->Get('Kernel::System::CommunicationChannel')->ChannelGet(
ChannelID => $Article{CommunicationChannelID},
);
my $Content = $LayoutObject->Output(
TemplateFile => 'CustomerTicketZoom/ArticleRender/Invalid',
Data => {
%Article,
ArticleFields => \%ArticleFields,
Body => $ArticleContent,
HTML => $ShowHTML,
CommunicationChannel => $CommunicationChannel{DisplayName},
ChannelIcon => $CommunicationChannel{DisplayIcon},
Class => $Param{Class},
Age => $Param{ArticleAge},
},
);
return $Content;
}
1;

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Perl OTRS/Kernel/Output/HTML/TicketZoom/Customer/MIMEBase.pm Normal file
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# --
# Copyright (C) 2001-2019 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::Output::HTML::TicketZoom::Customer::MIMEBase;
use parent 'Kernel::Output::HTML::TicketZoom::Customer::Base';
use strict;
use warnings;
use Kernel::System::VariableCheck qw(IsPositiveInteger);
our @ObjectDependencies = (
'Kernel::Config',
'Kernel::Output::HTML::Layout',
'Kernel::System::CommunicationChannel',
'Kernel::System::Main',
'Kernel::System::Log',
'Kernel::System::Ticket::Article',
'Kernel::Output::HTML::Article::MIMEBase',
);
=head2 ArticleRender()
Returns article html.
my $HTML = $ArticleBaseObject->ArticleRender(
TicketID => 123, # (required)
ArticleID => 123, # (required)
ShowBrowserLinkMessage => 1, # (optional) Default: 0.
ArticleActions => [], # (optional)
Class => 'Visible', # (optional)
);
Result:
$HTML = "<div>...</div>";
=cut
sub ArticleRender {
my ( $Self, %Param ) = @_;
# Check needed stuff.
for my $Needed (qw(TicketID ArticleID)) {
if ( !$Param{$Needed} ) {
$Kernel::OM->Get('Kernel::System::Log')->Log(
Priority => 'error',
Message => "Need $Needed!",
);
return;
}
}
my $ConfigObject = $Kernel::OM->Get('Kernel::Config');
my $LayoutObject = $Kernel::OM->Get('Kernel::Output::HTML::Layout');
my $MainObject = $Kernel::OM->Get('Kernel::System::Main');
my $ArticleBackendObject = $Kernel::OM->Get('Kernel::System::Ticket::Article')->BackendForArticle(%Param);
my %Article = $ArticleBackendObject->ArticleGet(
%Param,
RealNames => 1,
);
if ( !%Article ) {
$Kernel::OM->Get('Kernel::System::Log')->Log(
Priority => 'error',
Message => "Article not found (ArticleID=$Param{ArticleID})!"
);
return;
}
# Get channel specific fields
my %ArticleFields = $LayoutObject->ArticleFields(%Param);
# Get dynamic fields and accounted time
my %ArticleMetaFields = $Self->ArticleMetaFields(%Param);
my $RichTextEnabled = $ConfigObject->Get('Ticket::Frontend::ZoomRichTextForce')
|| $LayoutObject->{BrowserRichText}
|| 0;
# Strip plain text attachments by default.
my $ExcludePlainText = 1;
# Do not strip plain text attachments if no plain text article body was found.
if ( $Article{Body} && $Article{Body} eq '- no text message => see attachment -' ) {
$ExcludePlainText = 0;
}
# Get attachment index (excluding body attachments).
my %AtmIndex = $ArticleBackendObject->ArticleAttachmentIndex(
ArticleID => $Param{ArticleID},
ExcludePlainText => $ExcludePlainText,
ExcludeHTMLBody => $RichTextEnabled,
ExcludeInline => $RichTextEnabled,
);
my @ArticleAttachments;
# Include attachments.
if (%AtmIndex) {
my $Type = $ConfigObject->Get('AttachmentDownloadType') || 'attachment';
# If attachment will be downloaded, don't open the link in new window!
my $Target = '';
if ( $Type =~ /inline/i ) {
$Target = 'target="attachment" ';
}
ATTACHMENT:
for my $FileID ( sort keys %AtmIndex ) {
push @ArticleAttachments, {
%{ $AtmIndex{$FileID} },
Action => 'Download',
Link => $LayoutObject->{Baselink} .
"Action=CustomerTicketAttachment;TicketID=$Param{TicketID};ArticleID=$Param{ArticleID};FileID=$FileID",
Target => $Target,
};
}
}
# Check if HTML should be displayed.
my $ShowHTML = $ConfigObject->Get('Ticket::Frontend::ZoomRichTextForce')
|| $LayoutObject->{BrowserRichText}
|| 0;
# Check if HTML attachment is missing.
if ( $ShowHTML && !$Kernel::OM->Get('Kernel::Output::HTML::Article::MIMEBase')->HTMLBodyAttachmentIDGet(%Param) ) {
$ShowHTML = 0;
}
my $ArticleContent;
if ( !$ShowHTML ) {
$ArticleContent = $LayoutObject->ArticlePreview(
%Param,
ResultType => 'plain',
);
# html quoting
$ArticleContent = $LayoutObject->Ascii2Html(
NewLine => $ConfigObject->Get('DefaultViewNewLine'),
Text => $ArticleContent,
VMax => $ConfigObject->Get('DefaultViewLines') || 5000,
HTMLResultMode => 1,
LinkFeature => 1,
);
}
my %CommunicationChannel = $Kernel::OM->Get('Kernel::System::CommunicationChannel')->ChannelGet(
ChannelID => $Article{CommunicationChannelID},
);
# Get screen config for CustomerTicketZoom
my $ScreenConfig = $ConfigObject->Get('Ticket::Frontend::CustomerTicketZoom');
# Define if internal notes that are marked as "visible for customer" should show the real name of the agent
# or just a default agent name.
if (
$ScreenConfig->{DisplayNoteFrom}
&& $ScreenConfig->{DisplayNoteFrom} eq 'DefaultAgentName'
&& $CommunicationChannel{ChannelName} eq 'Internal'
&& $Article{SenderType} eq 'agent'
&& $Article{IsVisibleForCustomer}
)
{
my $DefaultAgentName
= $LayoutObject->{LanguageObject}->Translate( $ScreenConfig->{DefaultAgentName} || 'Support Agent' );
$ArticleFields{From}->{Realname} = $DefaultAgentName;
$ArticleFields{From}->{Value} = $DefaultAgentName;
$ArticleFields{Sender}->{Realname} = $DefaultAgentName;
$ArticleFields{Sender}->{Value} = $DefaultAgentName;
$Article{FromRealname} = $DefaultAgentName;
}
my $Content = $LayoutObject->Output(
TemplateFile => 'CustomerTicketZoom/ArticleRender/MIMEBase',
Data => {
%Article,
ArticleFields => \%ArticleFields,
ArticleMetaFields => \%ArticleMetaFields,
Class => $Param{Class},
Attachments => \@ArticleAttachments,
MenuItems => $Param{ArticleActions},
Body => $ArticleContent,
HTML => $ShowHTML,
CommunicationChannel => $CommunicationChannel{DisplayName},
ChannelIcon => $CommunicationChannel{DisplayIcon},
BrowserLinkMessage => $Param{ShowBrowserLinkMessage} && $ShowHTML,
BodyHTMLLoad => $Param{ArticleExpanded},
Age => $Param{ArticleAge},
},
);
return $Content;
}
1;

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Perl OTRS/Kernel/Output/HTML/TicketZoom/Customer/Phone.pm Normal file
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# --
# Copyright (C) 2001-2019 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::Output::HTML::TicketZoom::Customer::Phone;
use strict;
use warnings;
use parent 'Kernel::Output::HTML::TicketZoom::Customer::MIMEBase';
our @ObjectDependencies = (
);
1;

51
Perl OTRS/Kernel/Output/HTML/TicketZoom/CustomerInformation.pm Normal file
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# --
# Copyright (C) 2001-2019 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::Output::HTML::TicketZoom::CustomerInformation;
use parent 'Kernel::Output::HTML::Base';
use strict;
use warnings;
our $ObjectManagerDisabled = 1;
sub Run {
my ( $Self, %Param ) = @_;
my %CustomerData;
if ( $Param{Ticket}->{CustomerUserID} ) {
%CustomerData = $Kernel::OM->Get('Kernel::System::CustomerUser')->CustomerUserDataGet(
User => $Param{Ticket}->{CustomerUserID},
);
}
my $LayoutObject = $Kernel::OM->Get('Kernel::Output::HTML::Layout');
if ( $CustomerData{UserTitle} ) {
$CustomerData{UserTitle} = $LayoutObject->{LanguageObject}->Translate( $CustomerData{UserTitle} );
}
my $CustomerTable = $LayoutObject->AgentCustomerViewTable(
Data => \%CustomerData,
Ticket => $Param{Ticket},
Max => $Kernel::OM->Get('Kernel::Config')->Get('Ticket::Frontend::CustomerInfoZoomMaxSize'),
);
my $Output = $LayoutObject->Output(
TemplateFile => 'AgentTicketZoom/CustomerInformation',
Data => {
CustomerTable => $CustomerTable,
},
);
return {
Output => $Output,
};
}
1;

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Perl OTRS/Kernel/Output/HTML/TicketZoom/LinkTable.pm Normal file
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# --
# Copyright (C) 2001-2019 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::Output::HTML::TicketZoom::LinkTable;
use parent 'Kernel::Output::HTML::Base';
use strict;
use warnings;
our $ObjectManagerDisabled = 1;
sub Run {
my ( $Self, %Param ) = @_;
# get linked objects
my $LinkListWithData = $Kernel::OM->Get('Kernel::System::LinkObject')->LinkListWithData(
Object => 'Ticket',
Key => $Param{Ticket}->{TicketID},
State => 'Valid',
UserID => $Self->{UserID},
ObjectParameters => {
Ticket => {
IgnoreLinkedTicketStateTypes => 1,
},
},
);
# get link table view mode
my $LinkTableViewMode =
$Kernel::OM->Get('Kernel::Config')->Get('LinkObject::ViewMode');
my $LayoutObject = $Kernel::OM->Get('Kernel::Output::HTML::Layout');
# create the link table
my $LinkTableStrg = $LayoutObject->LinkObjectTableCreate(
LinkListWithData => $LinkListWithData,
ViewMode => $LinkTableViewMode,
Object => 'Ticket',
Key => $Param{Ticket}->{TicketID},
);
return if !$LinkTableStrg;
my $Location = '';
# output the simple link table
if ( $LinkTableViewMode eq 'Simple' ) {
$LayoutObject->Block(
Name => 'LinkTableSimple',
Data => {
LinkTableStrg => $LinkTableStrg,
},
);
$Location = 'Sidebar';
}
# output the complex link table
if ( $LinkTableViewMode eq 'Complex' ) {
$LayoutObject->Block(
Name => 'LinkTableComplex',
Data => {
LinkTableStrg => $LinkTableStrg,
},
);
$Location = 'Main';
}
my $Output = $LayoutObject->Output(
TemplateFile => 'AgentTicketZoom/LinkTable',
Data => {},
);
return {
Location => $Location,
Output => $Output,
Rank => '0300',
};
}
1;

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Perl OTRS/Kernel/Output/HTML/TicketZoom/TicketInformation.pm Normal file
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# --
# Copyright (C) 2001-2019 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::Output::HTML::TicketZoom::TicketInformation;
use parent 'Kernel::Output::HTML::Base';
use strict;
use warnings;
use Kernel::Language qw(Translatable);
use Kernel::System::VariableCheck qw(IsHashRefWithData);
our $ObjectManagerDisabled = 1;
sub Run {
my ( $Self, %Param ) = @_;
my $ConfigObject = $Kernel::OM->Get('Kernel::Config');
my $LayoutObject = $Kernel::OM->Get('Kernel::Output::HTML::Layout');
my $TicketObject = $Kernel::OM->Get('Kernel::System::Ticket');
my $UserObject = $Kernel::OM->Get('Kernel::System::User');
my %Ticket = %{ $Param{Ticket} };
my %AclAction = %{ $Param{AclAction} };
# Show created by name, if different then root user (ID=1).
if ( $Ticket{CreateBy} > 1 ) {
$Ticket{CreatedByUser} = $UserObject->UserName( UserID => $Ticket{CreateBy} );
$LayoutObject->Block(
Name => 'CreatedBy',
Data => {%Ticket},
);
}
if ( $Ticket{ArchiveFlag} eq 'y' ) {
$LayoutObject->Block(
Name => 'ArchiveFlag',
Data => { %Ticket, %AclAction },
);
}
# ticket type
if ( $ConfigObject->Get('Ticket::Type') ) {
my %Type = $Kernel::OM->Get('Kernel::System::Type')->TypeGet(
ID => $Ticket{TypeID},
);
$LayoutObject->Block(
Name => 'Type',
Data => {
Valid => $Type{ValidID},
%Ticket,
%AclAction
},
);
}
# ticket service
if ( $ConfigObject->Get('Ticket::Service') && $Ticket{Service} ) {
$LayoutObject->Block(
Name => 'Service',
Data => { %Ticket, %AclAction },
);
if ( $Ticket{SLA} ) {
$LayoutObject->Block(
Name => 'SLA',
Data => { %Ticket, %AclAction },
);
}
}
# show first response time if needed
if ( defined $Ticket{FirstResponseTime} ) {
$Ticket{FirstResponseTimeHuman} = $LayoutObject->CustomerAge(
Age => $Ticket{FirstResponseTime},
TimeShowAlwaysLong => 1,
Space => ' ',
);
$Ticket{FirstResponseTimeWorkingTime} = $LayoutObject->CustomerAge(
Age => $Ticket{FirstResponseTimeWorkingTime},
TimeShowAlwaysLong => 1,
Space => ' ',
);
if ( 60 * 60 * 1 > $Ticket{FirstResponseTime} ) {
$Ticket{FirstResponseTimeClass} = 'Warning';
}
$LayoutObject->Block(
Name => 'FirstResponseTime',
Data => { %Ticket, %AclAction },
);
}
# show update time if needed
if ( defined $Ticket{UpdateTime} ) {
$Ticket{UpdateTimeHuman} = $LayoutObject->CustomerAge(
Age => $Ticket{UpdateTime},
TimeShowAlwaysLong => 1,
Space => ' ',
);
$Ticket{UpdateTimeWorkingTime} = $LayoutObject->CustomerAge(
Age => $Ticket{UpdateTimeWorkingTime},
TimeShowAlwaysLong => 1,
Space => ' ',
);
if ( 60 * 60 * 1 > $Ticket{UpdateTime} ) {
$Ticket{UpdateTimeClass} = 'Warning';
}
$LayoutObject->Block(
Name => 'UpdateTime',
Data => { %Ticket, %AclAction },
);
}
# show solution time if needed
if ( defined $Ticket{SolutionTime} ) {
$Ticket{SolutionTimeHuman} = $LayoutObject->CustomerAge(
Age => $Ticket{SolutionTime},
TimeShowAlwaysLong => 1,
Space => ' ',
);
$Ticket{SolutionTimeWorkingTime} = $LayoutObject->CustomerAge(
Age => $Ticket{SolutionTimeWorkingTime},
TimeShowAlwaysLong => 1,
Space => ' ',
);
if ( 60 * 60 * 1 > $Ticket{SolutionTime} ) {
$Ticket{SolutionTimeClass} = 'Warning';
}
$LayoutObject->Block(
Name => 'SolutionTime',
Data => { %Ticket, %AclAction },
);
}
# show number of tickets with the same customer id if feature is active:
if ( $ConfigObject->Get('Ticket::Frontend::ZoomCustomerTickets') ) {
if ( $Ticket{CustomerID} ) {
$Ticket{CustomerIDTickets} = $TicketObject->TicketSearch(
CustomerID => $Ticket{CustomerID},
Result => 'COUNT',
Permission => 'ro',
UserID => $Self->{UserID},
);
$LayoutObject->Block(
Name => 'CustomerIDTickets',
Data => \%Ticket,
);
}
}
# show total accounted time if feature is active:
if ( $ConfigObject->Get('Ticket::Frontend::AccountTime') ) {
$Ticket{TicketTimeUnits} = $TicketObject->TicketAccountedTimeGet(%Ticket);
$LayoutObject->Block(
Name => 'TotalAccountedTime',
Data => \%Ticket,
);
}
# show pending until, if set:
if ( $Ticket{UntilTime} ) {
if ( $Ticket{UntilTime} < -1 ) {
$Ticket{PendingUntilClass} = 'Warning';
}
my $CurSysDTObject = $Kernel::OM->Create('Kernel::System::DateTime');
$Ticket{UntilTimeHuman} = $Kernel::OM->Create(
'Kernel::System::DateTime',
ObjectParams => {
Epoch => ( $Ticket{UntilTime} + $CurSysDTObject->ToEpoch() ),
},
)->ToString();
$Ticket{PendingUntil} .= $LayoutObject->CustomerAge(
Age => $Ticket{UntilTime},
Space => ' '
);
$LayoutObject->Block(
Name => 'PendingUntil',
Data => \%Ticket,
);
}
# Check if agent has permission to start chats with agents.
my $EnableChat = 1;
my $ChatStartingAgentsGroup = $ConfigObject->Get('ChatEngine::PermissionGroup::ChatStartingAgents') || 'users';
my $ChatReceivingAgentsGroup = $ConfigObject->Get('ChatEngine::PermissionGroup::ChatReceivingAgents') || 'users';
my $ChatStartingAgentsGroupPermission = $Kernel::OM->Get('Kernel::System::Group')->PermissionCheck(
UserID => $Self->{UserID},
GroupName => $ChatStartingAgentsGroup,
Type => 'rw',
);
if ( !$ConfigObject->Get('ChatEngine::Active') || !$ChatStartingAgentsGroupPermission ) {
$EnableChat = 0;
}
if (
$EnableChat
&& !$ConfigObject->Get('ChatEngine::ChatDirection::AgentToAgent')
)
{
$EnableChat = 0;
}
my %OnlineData;
if ($EnableChat) {
my $VideoChatEnabled = 0;
my $VideoChatAgentsGroup = $ConfigObject->Get('ChatEngine::PermissionGroup::VideoChatAgents') || 'users';
my $VideoChatAgentsGroupPermission = $Kernel::OM->Get('Kernel::System::Group')->PermissionCheck(
UserID => $Self->{UserID},
GroupName => $VideoChatAgentsGroup,
Type => 'rw',
);
# Enable the video chat feature if system is entitled and agent is a member of configured group.
if ( $ConfigObject->Get('ChatEngine::Active') && $VideoChatAgentsGroupPermission ) {
if ( $Kernel::OM->Get('Kernel::System::Main')->Require( 'Kernel::System::VideoChat', Silent => 1 ) ) {
$VideoChatEnabled = $Kernel::OM->Get('Kernel::System::VideoChat')->IsEnabled();
}
}
FIELD:
for my $Field (qw(OwnerID ResponsibleID)) {
next FIELD if !$Ticket{$Field};
next FIELD if $Field eq 'ResponsibleID' && !$ConfigObject->Get('Ticket::Responsible');
my $UserID = $Ticket{$Field};
$OnlineData{$Field}->{EnableChat} = $EnableChat;
$OnlineData{$Field}->{AgentEnableChat} = 0;
$OnlineData{$Field}->{ChatAccess} = 0;
$OnlineData{$Field}->{VideoChatAvailable} = 0;
$OnlineData{$Field}->{VideoChatSupport} = 0;
$OnlineData{$Field}->{VideoChatEnabled} = $VideoChatEnabled;
# Default status is offline.
$OnlineData{$Field}->{UserState} = Translatable('Offline');
$OnlineData{$Field}->{UserStateDescription}
= $LayoutObject->{LanguageObject}->Translate('User is currently offline.');
# We also need to check if the receiving agent has chat permissions.
my %UserGroups = $Kernel::OM->Get('Kernel::System::Group')->PermissionUserGet(
UserID => $UserID,
Type => 'rw',
);
my %UserGroupsReverse = reverse %UserGroups;
$OnlineData{$Field}->{ChatAccess} = $UserGroupsReverse{$ChatReceivingAgentsGroup} ? 1 : 0;
my %User = $UserObject->GetUserData(
UserID => $UserID,
);
$OnlineData{$Field}->{VideoChatSupport} = $User{VideoChatHasWebRTC};
# Check agent's availability.
if ( $OnlineData{$Field}->{ChatAccess} ) {
$OnlineData{$Field}->{AgentChatAvailability}
= $Kernel::OM->Get('Kernel::System::Chat')->AgentAvailabilityGet(
UserID => $UserID,
External => 0,
);
if ( $OnlineData{$Field}->{AgentChatAvailability} == 3 ) {
$OnlineData{$Field}->{UserState} = Translatable('Active');
$OnlineData{$Field}->{AgentEnableChat} = 1;
$OnlineData{$Field}->{UserStateDescription}
= $LayoutObject->{LanguageObject}->Translate('User is currently active.');
$OnlineData{$Field}->{VideoChatAvailable} = 1;
}
elsif ( $OnlineData{$Field}->{AgentChatAvailability} == 2 ) {
$OnlineData{$Field}->{UserState} = Translatable('Away');
$OnlineData{$Field}->{AgentEnableChat} = 1;
$OnlineData{$Field}->{UserStateDescription}
= $LayoutObject->{LanguageObject}->Translate('User was inactive for a while.');
}
elsif ( $OnlineData{$Field}->{AgentChatAvailability} == 1 ) {
$OnlineData{$Field}->{UserState} = Translatable('Unavailable');
$OnlineData{$Field}->{UserStateDescription}
= $LayoutObject->{LanguageObject}->Translate('User set their status to unavailable.');
}
}
}
}
# owner info
my %OwnerInfo = $UserObject->GetUserData(
UserID => $Ticket{OwnerID},
);
$LayoutObject->Block(
Name => 'Owner',
Data => { %Ticket, %OwnerInfo, %AclAction, %{ $OnlineData{OwnerID} // {} } },
);
if ( $ConfigObject->Get('Ticket::Responsible') ) {
# show responsible
my %ResponsibleInfo = $UserObject->GetUserData(
UserID => $Ticket{ResponsibleID} || 1,
);
$LayoutObject->Block(
Name => 'Responsible',
Data => { %Ticket, %ResponsibleInfo, %AclAction, %{ $OnlineData{ResponsibleID} // {} } },
);
}
# set display options
$Param{WidgetTitle} = Translatable('Ticket Information');
$Param{Hook} = $ConfigObject->Get('Ticket::Hook') || 'Ticket#';
# check if ticket is normal or process ticket
my $IsProcessTicket = $Kernel::OM->Get('Kernel::System::Ticket')->TicketCheckForProcessType(
TicketID => $Ticket{TicketID}
);
# get zoom settings depending on ticket type
$Self->{DisplaySettings} = $ConfigObject->Get("Ticket::Frontend::AgentTicketZoom");
# overwrite display options for process ticket
if ($IsProcessTicket) {
$Param{WidgetTitle} = $Self->{DisplaySettings}->{ProcessDisplay}->{WidgetTitle};
# get the DF where the ProcessEntityID is stored
my $ProcessEntityIDField = 'DynamicField_'
. $ConfigObject->Get("Process::DynamicFieldProcessManagementProcessID");
# get the DF where the AtivityEntityID is stored
my $ActivityEntityIDField = 'DynamicField_'
. $ConfigObject->Get("Process::DynamicFieldProcessManagementActivityID");
my $ProcessData = $Kernel::OM->Get('Kernel::System::ProcessManagement::Process')->ProcessGet(
ProcessEntityID => $Ticket{$ProcessEntityIDField},
);
my $ActivityData = $Kernel::OM->Get('Kernel::System::ProcessManagement::Activity')->ActivityGet(
Interface => 'AgentInterface',
ActivityEntityID => $Ticket{$ActivityEntityIDField},
);
# output process information in the sidebar
$LayoutObject->Block(
Name => 'ProcessData',
Data => {
Process => $ProcessData->{Name} || '',
Activity => $ActivityData->{Name} || '',
},
);
}
# get dynamic field config for frontend module
my $DynamicFieldFilter = {
%{ $ConfigObject->Get("Ticket::Frontend::AgentTicketZoom")->{DynamicField} || {} },
%{
$ConfigObject->Get("Ticket::Frontend::AgentTicketZoom")
->{ProcessWidgetDynamicField}
|| {}
},
};
# get the dynamic fields for ticket object
my $DynamicField = $Kernel::OM->Get('Kernel::System::DynamicField')->DynamicFieldListGet(
Valid => 1,
ObjectType => ['Ticket'],
FieldFilter => $DynamicFieldFilter || {},
);
my $DynamicFieldBeckendObject = $Kernel::OM->Get('Kernel::System::DynamicField::Backend');
# to store dynamic fields to be displayed in the process widget and in the sidebar
my (@FieldsSidebar);
# cycle trough the activated Dynamic Fields for ticket object
DYNAMICFIELD:
for my $DynamicFieldConfig ( @{$DynamicField} ) {
next DYNAMICFIELD if !IsHashRefWithData($DynamicFieldConfig);
next DYNAMICFIELD if !defined $Ticket{ 'DynamicField_' . $DynamicFieldConfig->{Name} };
next DYNAMICFIELD if $Ticket{ 'DynamicField_' . $DynamicFieldConfig->{Name} } eq '';
# Check if this field is supposed to be hidden from the ticket information box.
# For example, it's displayed by a different mechanism (i.e. async widget).
if (
$DynamicFieldBeckendObject->HasBehavior(
DynamicFieldConfig => $DynamicFieldConfig,
Behavior => 'IsHiddenInTicketInformation',
)
)
{
next DYNAMICFIELD;
}
# use translation here to be able to reduce the character length in the template
my $Label = $LayoutObject->{LanguageObject}->Translate( $DynamicFieldConfig->{Label} );
my $ValueStrg = $DynamicFieldBeckendObject->DisplayValueRender(
DynamicFieldConfig => $DynamicFieldConfig,
Value => $Ticket{ 'DynamicField_' . $DynamicFieldConfig->{Name} },
LayoutObject => $LayoutObject,
ValueMaxChars => $ConfigObject->
Get('Ticket::Frontend::DynamicFieldsZoomMaxSizeSidebar')
|| 18, # limit for sidebar display
);
if ( $Self->{DisplaySettings}->{DynamicField}->{ $DynamicFieldConfig->{Name} } ) {
push @FieldsSidebar, {
$DynamicFieldConfig->{Name} => $ValueStrg->{Title},
Name => $DynamicFieldConfig->{Name},
Title => $ValueStrg->{Title},
Value => $ValueStrg->{Value},
Label => $Label,
Link => $ValueStrg->{Link},
LinkPreview => $ValueStrg->{LinkPreview},
# Include unique parameter with dynamic field name in case of collision with others.
# Please see bug#13362 for more information.
"DynamicField_$DynamicFieldConfig->{Name}" => $ValueStrg->{Title},
};
}
# example of dynamic fields order customization
$LayoutObject->Block(
Name => 'TicketDynamicField_' . $DynamicFieldConfig->{Name},
Data => {
Label => $Label,
},
);
$LayoutObject->Block(
Name => 'TicketDynamicField_' . $DynamicFieldConfig->{Name} . '_Plain',
Data => {
Value => $ValueStrg->{Value},
Title => $ValueStrg->{Title},
},
);
}
# output dynamic fields in the sidebar
for my $Field (@FieldsSidebar) {
$LayoutObject->Block(
Name => 'TicketDynamicField',
Data => {
Label => $Field->{Label},
},
);
if ( $Field->{Link} ) {
$LayoutObject->Block(
Name => 'TicketDynamicFieldLink',
Data => {
$Field->{Name} => $Field->{Title},
%Ticket,
# alias for ticket title, Title will be overwritten
TicketTitle => $Ticket{Title},
Value => $Field->{Value},
Title => $Field->{Title},
Link => $Field->{Link},
LinkPreview => $Field->{LinkPreview},
# Include unique parameter with dynamic field name in case of collision with others.
# Please see bug#13362 for more information.
"DynamicField_$Field->{Name}" => $Field->{Title},
},
);
}
else {
$LayoutObject->Block(
Name => 'TicketDynamicFieldPlain',
Data => {
Value => $Field->{Value},
Title => $Field->{Title},
},
);
}
}
my $Output = $LayoutObject->Output(
TemplateFile => 'AgentTicketZoom/TicketInformation',
Data => { %Param, %Ticket, %AclAction },
);
return {
Output => $Output,
};
}
1;