493 lines
18 KiB
Perl
493 lines
18 KiB
Perl
# --
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# Copyright (C) 2001-2019 OTRS AG, https://otrs.com/
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# --
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# This software comes with ABSOLUTELY NO WARRANTY. For details, see
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# the enclosed file COPYING for license information (GPL). If you
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# did not receive this file, see https://www.gnu.org/licenses/gpl-3.0.txt.
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# --
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package Kernel::Output::HTML::TicketZoom::TicketInformation;
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use parent 'Kernel::Output::HTML::Base';
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use strict;
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use warnings;
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use Kernel::Language qw(Translatable);
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use Kernel::System::VariableCheck qw(IsHashRefWithData);
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our $ObjectManagerDisabled = 1;
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sub Run {
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my ( $Self, %Param ) = @_;
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my $ConfigObject = $Kernel::OM->Get('Kernel::Config');
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my $LayoutObject = $Kernel::OM->Get('Kernel::Output::HTML::Layout');
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my $TicketObject = $Kernel::OM->Get('Kernel::System::Ticket');
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my $UserObject = $Kernel::OM->Get('Kernel::System::User');
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my %Ticket = %{ $Param{Ticket} };
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my %AclAction = %{ $Param{AclAction} };
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# Show created by name, if different then root user (ID=1).
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if ( $Ticket{CreateBy} > 1 ) {
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$Ticket{CreatedByUser} = $UserObject->UserName( UserID => $Ticket{CreateBy} );
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$LayoutObject->Block(
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Name => 'CreatedBy',
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Data => {%Ticket},
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);
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}
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if ( $Ticket{ArchiveFlag} eq 'y' ) {
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$LayoutObject->Block(
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Name => 'ArchiveFlag',
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Data => { %Ticket, %AclAction },
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);
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}
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# ticket type
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if ( $ConfigObject->Get('Ticket::Type') ) {
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my %Type = $Kernel::OM->Get('Kernel::System::Type')->TypeGet(
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ID => $Ticket{TypeID},
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);
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$LayoutObject->Block(
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Name => 'Type',
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Data => {
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Valid => $Type{ValidID},
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%Ticket,
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%AclAction
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},
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);
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}
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# ticket service
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if ( $ConfigObject->Get('Ticket::Service') && $Ticket{Service} ) {
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$LayoutObject->Block(
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Name => 'Service',
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Data => { %Ticket, %AclAction },
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);
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if ( $Ticket{SLA} ) {
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$LayoutObject->Block(
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Name => 'SLA',
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Data => { %Ticket, %AclAction },
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);
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}
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}
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# show first response time if needed
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if ( defined $Ticket{FirstResponseTime} ) {
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$Ticket{FirstResponseTimeHuman} = $LayoutObject->CustomerAge(
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Age => $Ticket{FirstResponseTime},
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TimeShowAlwaysLong => 1,
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Space => ' ',
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);
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$Ticket{FirstResponseTimeWorkingTime} = $LayoutObject->CustomerAge(
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Age => $Ticket{FirstResponseTimeWorkingTime},
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TimeShowAlwaysLong => 1,
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Space => ' ',
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);
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if ( 60 * 60 * 1 > $Ticket{FirstResponseTime} ) {
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$Ticket{FirstResponseTimeClass} = 'Warning';
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}
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$LayoutObject->Block(
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Name => 'FirstResponseTime',
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Data => { %Ticket, %AclAction },
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);
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}
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# show update time if needed
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if ( defined $Ticket{UpdateTime} ) {
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$Ticket{UpdateTimeHuman} = $LayoutObject->CustomerAge(
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Age => $Ticket{UpdateTime},
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TimeShowAlwaysLong => 1,
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Space => ' ',
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);
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$Ticket{UpdateTimeWorkingTime} = $LayoutObject->CustomerAge(
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Age => $Ticket{UpdateTimeWorkingTime},
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TimeShowAlwaysLong => 1,
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Space => ' ',
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);
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if ( 60 * 60 * 1 > $Ticket{UpdateTime} ) {
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$Ticket{UpdateTimeClass} = 'Warning';
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}
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$LayoutObject->Block(
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Name => 'UpdateTime',
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Data => { %Ticket, %AclAction },
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);
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}
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# show solution time if needed
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if ( defined $Ticket{SolutionTime} ) {
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$Ticket{SolutionTimeHuman} = $LayoutObject->CustomerAge(
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Age => $Ticket{SolutionTime},
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TimeShowAlwaysLong => 1,
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Space => ' ',
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);
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$Ticket{SolutionTimeWorkingTime} = $LayoutObject->CustomerAge(
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Age => $Ticket{SolutionTimeWorkingTime},
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TimeShowAlwaysLong => 1,
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Space => ' ',
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);
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if ( 60 * 60 * 1 > $Ticket{SolutionTime} ) {
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$Ticket{SolutionTimeClass} = 'Warning';
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}
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$LayoutObject->Block(
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Name => 'SolutionTime',
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Data => { %Ticket, %AclAction },
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);
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}
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# show number of tickets with the same customer id if feature is active:
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if ( $ConfigObject->Get('Ticket::Frontend::ZoomCustomerTickets') ) {
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if ( $Ticket{CustomerID} ) {
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$Ticket{CustomerIDTickets} = $TicketObject->TicketSearch(
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CustomerID => $Ticket{CustomerID},
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Result => 'COUNT',
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Permission => 'ro',
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UserID => $Self->{UserID},
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);
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$LayoutObject->Block(
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Name => 'CustomerIDTickets',
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Data => \%Ticket,
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);
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}
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}
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# show total accounted time if feature is active:
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if ( $ConfigObject->Get('Ticket::Frontend::AccountTime') ) {
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$Ticket{TicketTimeUnits} = $TicketObject->TicketAccountedTimeGet(%Ticket);
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$LayoutObject->Block(
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Name => 'TotalAccountedTime',
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Data => \%Ticket,
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);
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}
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# show pending until, if set:
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if ( $Ticket{UntilTime} ) {
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if ( $Ticket{UntilTime} < -1 ) {
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$Ticket{PendingUntilClass} = 'Warning';
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}
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my $CurSysDTObject = $Kernel::OM->Create('Kernel::System::DateTime');
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$Ticket{UntilTimeHuman} = $Kernel::OM->Create(
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'Kernel::System::DateTime',
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ObjectParams => {
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Epoch => ( $Ticket{UntilTime} + $CurSysDTObject->ToEpoch() ),
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},
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)->ToString();
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$Ticket{PendingUntil} .= $LayoutObject->CustomerAge(
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Age => $Ticket{UntilTime},
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Space => ' '
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);
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$LayoutObject->Block(
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Name => 'PendingUntil',
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Data => \%Ticket,
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);
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}
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# Check if agent has permission to start chats with agents.
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my $EnableChat = 1;
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my $ChatStartingAgentsGroup = $ConfigObject->Get('ChatEngine::PermissionGroup::ChatStartingAgents') || 'users';
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my $ChatReceivingAgentsGroup = $ConfigObject->Get('ChatEngine::PermissionGroup::ChatReceivingAgents') || 'users';
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my $ChatStartingAgentsGroupPermission = $Kernel::OM->Get('Kernel::System::Group')->PermissionCheck(
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UserID => $Self->{UserID},
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GroupName => $ChatStartingAgentsGroup,
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Type => 'rw',
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);
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if ( !$ConfigObject->Get('ChatEngine::Active') || !$ChatStartingAgentsGroupPermission ) {
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$EnableChat = 0;
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}
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if (
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$EnableChat
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&& !$ConfigObject->Get('ChatEngine::ChatDirection::AgentToAgent')
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)
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{
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$EnableChat = 0;
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}
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my %OnlineData;
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if ($EnableChat) {
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my $VideoChatEnabled = 0;
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my $VideoChatAgentsGroup = $ConfigObject->Get('ChatEngine::PermissionGroup::VideoChatAgents') || 'users';
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my $VideoChatAgentsGroupPermission = $Kernel::OM->Get('Kernel::System::Group')->PermissionCheck(
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UserID => $Self->{UserID},
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GroupName => $VideoChatAgentsGroup,
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Type => 'rw',
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);
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# Enable the video chat feature if system is entitled and agent is a member of configured group.
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if ( $ConfigObject->Get('ChatEngine::Active') && $VideoChatAgentsGroupPermission ) {
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if ( $Kernel::OM->Get('Kernel::System::Main')->Require( 'Kernel::System::VideoChat', Silent => 1 ) ) {
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$VideoChatEnabled = $Kernel::OM->Get('Kernel::System::VideoChat')->IsEnabled();
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}
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}
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FIELD:
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for my $Field (qw(OwnerID ResponsibleID)) {
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next FIELD if !$Ticket{$Field};
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next FIELD if $Field eq 'ResponsibleID' && !$ConfigObject->Get('Ticket::Responsible');
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my $UserID = $Ticket{$Field};
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$OnlineData{$Field}->{EnableChat} = $EnableChat;
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$OnlineData{$Field}->{AgentEnableChat} = 0;
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$OnlineData{$Field}->{ChatAccess} = 0;
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$OnlineData{$Field}->{VideoChatAvailable} = 0;
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$OnlineData{$Field}->{VideoChatSupport} = 0;
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$OnlineData{$Field}->{VideoChatEnabled} = $VideoChatEnabled;
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# Default status is offline.
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$OnlineData{$Field}->{UserState} = Translatable('Offline');
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$OnlineData{$Field}->{UserStateDescription}
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= $LayoutObject->{LanguageObject}->Translate('User is currently offline.');
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# We also need to check if the receiving agent has chat permissions.
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my %UserGroups = $Kernel::OM->Get('Kernel::System::Group')->PermissionUserGet(
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UserID => $UserID,
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Type => 'rw',
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);
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my %UserGroupsReverse = reverse %UserGroups;
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$OnlineData{$Field}->{ChatAccess} = $UserGroupsReverse{$ChatReceivingAgentsGroup} ? 1 : 0;
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my %User = $UserObject->GetUserData(
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UserID => $UserID,
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);
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$OnlineData{$Field}->{VideoChatSupport} = $User{VideoChatHasWebRTC};
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# Check agent's availability.
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if ( $OnlineData{$Field}->{ChatAccess} ) {
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$OnlineData{$Field}->{AgentChatAvailability}
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= $Kernel::OM->Get('Kernel::System::Chat')->AgentAvailabilityGet(
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UserID => $UserID,
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External => 0,
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);
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if ( $OnlineData{$Field}->{AgentChatAvailability} == 3 ) {
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$OnlineData{$Field}->{UserState} = Translatable('Active');
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$OnlineData{$Field}->{AgentEnableChat} = 1;
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$OnlineData{$Field}->{UserStateDescription}
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= $LayoutObject->{LanguageObject}->Translate('User is currently active.');
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$OnlineData{$Field}->{VideoChatAvailable} = 1;
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}
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elsif ( $OnlineData{$Field}->{AgentChatAvailability} == 2 ) {
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$OnlineData{$Field}->{UserState} = Translatable('Away');
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$OnlineData{$Field}->{AgentEnableChat} = 1;
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$OnlineData{$Field}->{UserStateDescription}
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= $LayoutObject->{LanguageObject}->Translate('User was inactive for a while.');
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}
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elsif ( $OnlineData{$Field}->{AgentChatAvailability} == 1 ) {
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$OnlineData{$Field}->{UserState} = Translatable('Unavailable');
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$OnlineData{$Field}->{UserStateDescription}
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= $LayoutObject->{LanguageObject}->Translate('User set their status to unavailable.');
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}
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}
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}
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}
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# owner info
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my %OwnerInfo = $UserObject->GetUserData(
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UserID => $Ticket{OwnerID},
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);
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$LayoutObject->Block(
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Name => 'Owner',
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Data => { %Ticket, %OwnerInfo, %AclAction, %{ $OnlineData{OwnerID} // {} } },
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);
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if ( $ConfigObject->Get('Ticket::Responsible') ) {
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# show responsible
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my %ResponsibleInfo = $UserObject->GetUserData(
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UserID => $Ticket{ResponsibleID} || 1,
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);
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$LayoutObject->Block(
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Name => 'Responsible',
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Data => { %Ticket, %ResponsibleInfo, %AclAction, %{ $OnlineData{ResponsibleID} // {} } },
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);
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}
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# set display options
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$Param{WidgetTitle} = Translatable('Ticket Information');
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$Param{Hook} = $ConfigObject->Get('Ticket::Hook') || 'Ticket#';
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# check if ticket is normal or process ticket
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my $IsProcessTicket = $Kernel::OM->Get('Kernel::System::Ticket')->TicketCheckForProcessType(
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TicketID => $Ticket{TicketID}
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);
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# get zoom settings depending on ticket type
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$Self->{DisplaySettings} = $ConfigObject->Get("Ticket::Frontend::AgentTicketZoom");
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# overwrite display options for process ticket
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if ($IsProcessTicket) {
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$Param{WidgetTitle} = $Self->{DisplaySettings}->{ProcessDisplay}->{WidgetTitle};
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# get the DF where the ProcessEntityID is stored
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my $ProcessEntityIDField = 'DynamicField_'
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. $ConfigObject->Get("Process::DynamicFieldProcessManagementProcessID");
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# get the DF where the AtivityEntityID is stored
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my $ActivityEntityIDField = 'DynamicField_'
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. $ConfigObject->Get("Process::DynamicFieldProcessManagementActivityID");
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my $ProcessData = $Kernel::OM->Get('Kernel::System::ProcessManagement::Process')->ProcessGet(
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ProcessEntityID => $Ticket{$ProcessEntityIDField},
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);
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my $ActivityData = $Kernel::OM->Get('Kernel::System::ProcessManagement::Activity')->ActivityGet(
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Interface => 'AgentInterface',
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ActivityEntityID => $Ticket{$ActivityEntityIDField},
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);
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# output process information in the sidebar
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$LayoutObject->Block(
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Name => 'ProcessData',
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Data => {
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Process => $ProcessData->{Name} || '',
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Activity => $ActivityData->{Name} || '',
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},
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);
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}
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# get dynamic field config for frontend module
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my $DynamicFieldFilter = {
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%{ $ConfigObject->Get("Ticket::Frontend::AgentTicketZoom")->{DynamicField} || {} },
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%{
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$ConfigObject->Get("Ticket::Frontend::AgentTicketZoom")
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->{ProcessWidgetDynamicField}
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|| {}
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},
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};
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# get the dynamic fields for ticket object
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my $DynamicField = $Kernel::OM->Get('Kernel::System::DynamicField')->DynamicFieldListGet(
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Valid => 1,
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ObjectType => ['Ticket'],
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FieldFilter => $DynamicFieldFilter || {},
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);
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my $DynamicFieldBeckendObject = $Kernel::OM->Get('Kernel::System::DynamicField::Backend');
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# to store dynamic fields to be displayed in the process widget and in the sidebar
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my (@FieldsSidebar);
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# cycle trough the activated Dynamic Fields for ticket object
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DYNAMICFIELD:
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for my $DynamicFieldConfig ( @{$DynamicField} ) {
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next DYNAMICFIELD if !IsHashRefWithData($DynamicFieldConfig);
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next DYNAMICFIELD if !defined $Ticket{ 'DynamicField_' . $DynamicFieldConfig->{Name} };
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next DYNAMICFIELD if $Ticket{ 'DynamicField_' . $DynamicFieldConfig->{Name} } eq '';
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# Check if this field is supposed to be hidden from the ticket information box.
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# For example, it's displayed by a different mechanism (i.e. async widget).
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if (
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$DynamicFieldBeckendObject->HasBehavior(
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DynamicFieldConfig => $DynamicFieldConfig,
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Behavior => 'IsHiddenInTicketInformation',
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)
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)
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{
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next DYNAMICFIELD;
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}
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# use translation here to be able to reduce the character length in the template
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my $Label = $LayoutObject->{LanguageObject}->Translate( $DynamicFieldConfig->{Label} );
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my $ValueStrg = $DynamicFieldBeckendObject->DisplayValueRender(
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DynamicFieldConfig => $DynamicFieldConfig,
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Value => $Ticket{ 'DynamicField_' . $DynamicFieldConfig->{Name} },
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LayoutObject => $LayoutObject,
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ValueMaxChars => $ConfigObject->
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Get('Ticket::Frontend::DynamicFieldsZoomMaxSizeSidebar')
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|| 18, # limit for sidebar display
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);
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if ( $Self->{DisplaySettings}->{DynamicField}->{ $DynamicFieldConfig->{Name} } ) {
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push @FieldsSidebar, {
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$DynamicFieldConfig->{Name} => $ValueStrg->{Title},
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Name => $DynamicFieldConfig->{Name},
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Title => $ValueStrg->{Title},
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Value => $ValueStrg->{Value},
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Label => $Label,
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Link => $ValueStrg->{Link},
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LinkPreview => $ValueStrg->{LinkPreview},
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# Include unique parameter with dynamic field name in case of collision with others.
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# Please see bug#13362 for more information.
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"DynamicField_$DynamicFieldConfig->{Name}" => $ValueStrg->{Title},
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};
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}
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# example of dynamic fields order customization
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$LayoutObject->Block(
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Name => 'TicketDynamicField_' . $DynamicFieldConfig->{Name},
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Data => {
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Label => $Label,
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},
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);
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$LayoutObject->Block(
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Name => 'TicketDynamicField_' . $DynamicFieldConfig->{Name} . '_Plain',
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Data => {
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Value => $ValueStrg->{Value},
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Title => $ValueStrg->{Title},
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},
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);
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}
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# output dynamic fields in the sidebar
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for my $Field (@FieldsSidebar) {
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$LayoutObject->Block(
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Name => 'TicketDynamicField',
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Data => {
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Label => $Field->{Label},
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},
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);
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if ( $Field->{Link} ) {
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$LayoutObject->Block(
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Name => 'TicketDynamicFieldLink',
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Data => {
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$Field->{Name} => $Field->{Title},
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%Ticket,
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# alias for ticket title, Title will be overwritten
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TicketTitle => $Ticket{Title},
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Value => $Field->{Value},
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Title => $Field->{Title},
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Link => $Field->{Link},
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LinkPreview => $Field->{LinkPreview},
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# Include unique parameter with dynamic field name in case of collision with others.
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# Please see bug#13362 for more information.
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"DynamicField_$Field->{Name}" => $Field->{Title},
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},
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);
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}
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else {
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$LayoutObject->Block(
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Name => 'TicketDynamicFieldPlain',
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Data => {
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Value => $Field->{Value},
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Title => $Field->{Title},
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},
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);
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}
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}
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my $Output = $LayoutObject->Output(
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TemplateFile => 'AgentTicketZoom/TicketInformation',
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Data => { %Param, %Ticket, %AclAction },
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);
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return {
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Output => $Output,
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};
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}
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1;
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