578 lines
19 KiB
Perl
578 lines
19 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::Modules::AgentTicketBounce;
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use strict;
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use warnings;
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use Kernel::System::VariableCheck qw(:all);
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use Kernel::Language qw(Translatable);
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use Mail::Address;
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our $ObjectManagerDisabled = 1;
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sub new {
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my ( $Type, %Param ) = @_;
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# allocate new hash for object
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my $Self = {%Param};
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bless( $Self, $Type );
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# get article ID
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$Self->{ArticleID} = $Kernel::OM->Get('Kernel::System::Web::Request')->GetParam( Param => 'ArticleID' ) || '';
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return $Self;
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}
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sub Run {
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my ( $Self, %Param ) = @_;
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# get layout object
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my $LayoutObject = $Kernel::OM->Get('Kernel::Output::HTML::Layout');
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# check needed stuff
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for my $Needed (qw(ArticleID TicketID QueueID)) {
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if ( !defined $Self->{$Needed} ) {
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return $LayoutObject->ErrorScreen(
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Message => $LayoutObject->{LanguageObject}->Translate( '%s is needed!', $Needed ),
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Comment => Translatable('Please contact the administrator.'),
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);
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}
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}
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# get ticket data
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my $TicketObject = $Kernel::OM->Get('Kernel::System::Ticket');
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my %Ticket = $TicketObject->TicketGet( TicketID => $Self->{TicketID} );
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# get config object
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my $ConfigObject = $Kernel::OM->Get('Kernel::Config');
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my $Config = $ConfigObject->Get("Ticket::Frontend::$Self->{Action}");
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# check permissions
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my $Access = $TicketObject->TicketPermission(
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Type => $Config->{Permission},
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TicketID => $Self->{TicketID},
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UserID => $Self->{UserID}
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);
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# error screen, don't show ticket
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if ( !$Access ) {
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return $LayoutObject->NoPermission( WithHeader => 'yes' );
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}
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# get ACL restrictions
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my %PossibleActions = ( 1 => $Self->{Action} );
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my $ACL = $TicketObject->TicketAcl(
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Data => \%PossibleActions,
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Action => $Self->{Action},
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TicketID => $Self->{TicketID},
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ReturnType => 'Action',
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ReturnSubType => '-',
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UserID => $Self->{UserID},
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);
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my %AclAction = $TicketObject->TicketAclActionData();
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# check if ACL restrictions exist
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if ( $ACL || IsHashRefWithData( \%AclAction ) ) {
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my %AclActionLookup = reverse %AclAction;
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# show error screen if ACL prohibits this action
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if ( !$AclActionLookup{ $Self->{Action} } ) {
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return $LayoutObject->NoPermission( WithHeader => 'yes' );
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}
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}
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# get lock state && write (lock) permissions
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if ( $Config->{RequiredLock} ) {
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if ( !$TicketObject->TicketLockGet( TicketID => $Self->{TicketID} ) ) {
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my $Lock = $TicketObject->TicketLockSet(
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TicketID => $Self->{TicketID},
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Lock => 'lock',
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UserID => $Self->{UserID}
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);
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if ($Lock) {
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# Set new owner if ticket owner is different then logged user.
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if ( $Ticket{OwnerID} != $Self->{UserID} ) {
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# Remember previous owner, which will be used to restore ticket owner on undo action.
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$Param{PreviousOwner} = $Ticket{OwnerID};
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$TicketObject->TicketOwnerSet(
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TicketID => $Self->{TicketID},
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UserID => $Self->{UserID},
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NewUserID => $Self->{UserID},
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);
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}
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# Show lock state.
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$LayoutObject->Block(
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Name => 'PropertiesLock',
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Data => {
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%Param,
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TicketID => $Self->{TicketID},
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},
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);
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}
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}
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else {
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my $AccessOk = $TicketObject->OwnerCheck(
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TicketID => $Self->{TicketID},
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OwnerID => $Self->{UserID},
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);
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if ( !$AccessOk ) {
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my $Output = $LayoutObject->Header(
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Value => $Ticket{Number},
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Type => 'Small',
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BodyClass => 'Popup',
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);
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$Output .= $LayoutObject->Warning(
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Message => Translatable('Sorry, you need to be the ticket owner to perform this action.'),
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Comment => Translatable('Please change the owner first.'),
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);
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$Output .= $LayoutObject->Footer(
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Type => 'Small',
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);
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return $Output;
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}
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else {
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$LayoutObject->Block(
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Name => 'TicketBack',
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Data => {
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%Param,
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TicketID => $Self->{TicketID},
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},
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);
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}
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}
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}
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else {
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$LayoutObject->Block(
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Name => 'TicketBack',
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Data => {
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%Param,
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TicketID => $Self->{TicketID},
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},
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);
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}
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# ------------------------------------------------------------ #
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# show screen
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# ------------------------------------------------------------ #
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if ( !$Self->{Subaction} ) {
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my $ArticleObject = $Kernel::OM->Get('Kernel::System::Ticket::Article');
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my $ArticleBackendObject = $ArticleObject->BackendForArticle(
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TicketID => $Self->{TicketID},
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ArticleID => $Self->{ArticleID},
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);
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# check if plain article exists
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if ( !$ArticleBackendObject->ArticlePlain( ArticleID => $Self->{ArticleID} ) ) {
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return $LayoutObject->ErrorScreen(
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Message => $LayoutObject->{LanguageObject}->Translate(
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'Plain article not found for article %s!',
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$Self->{ArticleID}
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),
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);
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}
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# get article data
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my %Article = $ArticleBackendObject->ArticleGet(
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TicketID => $Self->{TicketID},
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ArticleID => $Self->{ArticleID},
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DynamicFields => 0,
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);
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# Check if article is from the same TicketID as we checked permissions for.
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if ( $Article{TicketID} ne $Self->{TicketID} ) {
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return $LayoutObject->ErrorScreen(
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Message => $LayoutObject->{LanguageObject}->Translate(
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'Article does not belong to ticket %s!',
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$Self->{TicketID}
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),
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);
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}
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# prepare to (ReplyTo!) ...
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if ( $Article{ReplyTo} ) {
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$Article{To} = $Article{ReplyTo};
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}
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else {
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$Article{To} = $Article{From};
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}
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# get template generator object
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my $TemplateGenerator = $Kernel::OM->ObjectParamAdd(
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'Kernel::System::TemplateGenerator' => { %{$Self} }
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);
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$TemplateGenerator = $Kernel::OM->Get('Kernel::System::TemplateGenerator');
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# prepare salutation
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$Param{Salutation} = $TemplateGenerator->Salutation(
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TicketID => $Self->{TicketID},
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ArticleID => $Self->{ArticleID},
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Data => \%Param,
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UserID => $Self->{UserID},
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);
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# prepare signature
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$Param{Signature} = $TemplateGenerator->Signature(
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TicketID => $Self->{TicketID},
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ArticleID => $Self->{ArticleID},
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Data => \%Param,
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UserID => $Self->{UserID},
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);
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# prepare bounce text
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$Param{BounceText} = $ConfigObject->Get('Ticket::Frontend::BounceText') || '';
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# make sure body is rich text
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if ( $LayoutObject->{BrowserRichText} ) {
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# prepare bounce tags
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$Param{BounceText} =~ s/<OTRS_TICKET>/<OTRS_TICKET>/g;
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$Param{BounceText} =~ s/<OTRS_BOUNCE_TO>/<OTRS_BOUNCE_TO>/g;
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$Param{BounceText} = $LayoutObject->Ascii2RichText(
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String => $Param{BounceText},
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);
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}
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# build InformationFormat
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if ( $LayoutObject->{BrowserRichText} ) {
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$Param{InformationFormat} = "$Param{Salutation}<br/>
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<br/>
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$Param{BounceText}<br/>
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<br/>
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$Param{Signature}";
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}
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else {
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$Param{InformationFormat} = "$Param{Salutation}
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$Param{BounceText}
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$Param{Signature}";
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}
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# prepare sender of bounce email
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my %Address = $Kernel::OM->Get('Kernel::System::Queue')->GetSystemAddress(
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QueueID => $Ticket{QueueID},
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);
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$Article{From} = "$Address{RealName} <$Address{Email}>";
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# get next states
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my %NextStates = $TicketObject->TicketStateList(
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Action => $Self->{Action},
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TicketID => $Self->{TicketID},
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UserID => $Self->{UserID},
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);
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# build next states string
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if ( !$Config->{StateDefault} ) {
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$NextStates{''} = '-';
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}
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$Param{NextStatesStrg} = $LayoutObject->BuildSelection(
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Data => \%NextStates,
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Name => 'BounceStateID',
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SelectedValue => $Config->{StateDefault},
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Class => 'Modernize',
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);
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# add rich text editor
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if ( $LayoutObject->{BrowserRichText} ) {
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# use height/width defined for this screen
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$Param{RichTextHeight} = $Config->{RichTextHeight} || 0;
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$Param{RichTextWidth} = $Config->{RichTextWidth} || 0;
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# set up rich text editor
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$LayoutObject->SetRichTextParameters(
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Data => \%Param,
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);
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}
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# print form ...
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my $Output = $LayoutObject->Header(
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Value => $Ticket{TicketNumber},
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Type => 'Small',
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BodyClass => 'Popup',
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);
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$Output .= $LayoutObject->Output(
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TemplateFile => 'AgentTicketBounce',
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Data => {
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%Param,
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%Article,
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TicketID => $Self->{TicketID},
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ArticleID => $Self->{ArticleID},
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TicketNumber => $Ticket{TicketNumber},
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},
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);
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$Output .= $LayoutObject->Footer(
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Type => 'Small',
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);
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return $Output;
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}
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# ------------------------------------------------------------ #
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# bounce
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# ------------------------------------------------------------ #
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elsif ( $Self->{Subaction} eq 'Store' ) {
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# challenge token check for write action
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$LayoutObject->ChallengeTokenCheck();
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# get params
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for my $Parameter (qw(From BounceTo To Subject Body InformSender BounceStateID)) {
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$Param{$Parameter} = $Kernel::OM->Get('Kernel::System::Web::Request')->GetParam( Param => $Parameter )
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|| '';
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}
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my %Error;
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# check forward email address
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if ( !$Param{BounceTo} ) {
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$Error{'BounceToInvalid'} = 'ServerError';
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$LayoutObject->Block( Name => 'BounceToCustomerGenericServerErrorMsg' );
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}
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# get check item object
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my $CheckItemObject = $Kernel::OM->Get('Kernel::System::CheckItem');
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for my $Email ( Mail::Address->parse( $Param{BounceTo} ) ) {
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my $Address = $Email->address();
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if ( $Kernel::OM->Get('Kernel::System::SystemAddress')->SystemAddressIsLocalAddress( Address => $Address ) )
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{
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$LayoutObject->Block( Name => 'BounceToCustomerGenericServerErrorMsg' );
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$Error{'BounceToInvalid'} = 'ServerError';
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}
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# check email address
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elsif ( !$CheckItemObject->CheckEmail( Address => $Address ) ) {
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my $BounceToErrorMsg =
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'BounceTo'
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. $CheckItemObject->CheckErrorType()
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. 'ServerErrorMsg';
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$LayoutObject->Block( Name => $BounceToErrorMsg );
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$Error{'BounceToInvalid'} = 'ServerError';
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}
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}
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if ( $Param{InformSender} ) {
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if ( !$Param{To} ) {
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$Error{'ToInvalid'} = 'ServerError';
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$LayoutObject->Block( Name => 'ToCustomerGenericServerErrorMsg' );
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}
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else {
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# check email address(es)
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for my $Email ( Mail::Address->parse( $Param{To} ) ) {
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if ( !$CheckItemObject->CheckEmail( Address => $Email->address() ) ) {
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my $ToErrorMsg =
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'To'
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. $CheckItemObject->CheckErrorType()
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. 'ServerErrorMsg';
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$LayoutObject->Block( Name => $ToErrorMsg );
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$Error{'ToInvalid'} = 'ServerError';
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}
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}
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}
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if ( !$Param{Subject} ) {
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$Error{'SubjectInvalid'} = 'ServerError';
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}
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if ( !$Param{Body} ) {
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$Error{'BodyInvalid'} = 'ServerError';
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}
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}
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#check for error
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if (%Error) {
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# get next states
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my %NextStates = $TicketObject->TicketStateList(
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Action => $Self->{Action},
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TicketID => $Self->{TicketID},
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UserID => $Self->{UserID},
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);
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# build next states string
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if ( !$Config->{StateDefault} ) {
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$NextStates{''} = '-';
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}
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$Param{NextStatesStrg} = $LayoutObject->BuildSelection(
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Data => \%NextStates,
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Name => 'BounceStateID',
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SelectedID => $Param{BounceStateID},
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Class => 'Modernize',
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);
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# add rich text editor
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if ( $LayoutObject->{BrowserRichText} ) {
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# use height/width defined for this screen
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$Param{RichTextHeight} = $Config->{RichTextHeight} || 0;
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$Param{RichTextWidth} = $Config->{RichTextWidth} || 0;
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# set up rich text editor
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$LayoutObject->SetRichTextParameters(
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Data => \%Param,
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);
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}
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# prepare bounce tags if body is rich text
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if ( $LayoutObject->{BrowserRichText} ) {
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# prepare bounce tags
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$Param{Body} =~ s/<OTRS_TICKET>/&lt;OTRS_TICKET&gt;/gi;
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$Param{Body} =~ s/<OTRS_BOUNCE_TO>/&lt;OTRS_BOUNCE_TO&gt;/gi;
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}
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$Param{InformationFormat} = $Param{Body};
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$Param{InformSenderChecked} = $Param{InformSender} ? 'checked="checked"' : '';
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my $Output = $LayoutObject->Header(
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Type => 'Small',
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BodyClass => 'Popup',
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);
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$Output .= $LayoutObject->Output(
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TemplateFile => 'AgentTicketBounce',
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Data => {
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%Param,
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%Error,
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TicketID => $Self->{TicketID},
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ArticleID => $Self->{ArticleID},
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},
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);
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$Output .= $LayoutObject->Footer(
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Type => 'Small',
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);
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return $Output;
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}
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my $ArticleObject = $Kernel::OM->Get('Kernel::System::Ticket::Article');
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my $ArticleBackendObject = $ArticleObject->BackendForArticle(
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TicketID => $Self->{TicketID},
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ArticleID => $Self->{ArticleID},
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);
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my $Bounce = $ArticleBackendObject->ArticleBounce(
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TicketID => $Self->{TicketID},
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ArticleID => $Self->{ArticleID},
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UserID => $Self->{UserID},
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To => $Param{BounceTo},
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From => $Param{From},
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HistoryType => 'Bounce',
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);
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# error page
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if ( !$Bounce ) {
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return $LayoutObject->ErrorScreen(
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Message => Translatable('Can\'t bounce email!'),
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Comment => Translatable('Please contact the administrator.'),
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);
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}
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# send customer info?
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if ( $Param{InformSender} ) {
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# set mime type
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my $MimeType = 'text/plain';
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if ( $LayoutObject->{BrowserRichText} ) {
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$MimeType = 'text/html';
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# verify html document
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$Param{Body} = $LayoutObject->RichTextDocumentComplete(
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String => $Param{Body},
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);
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}
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# replace placeholders
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$Param{Body} =~ s/(<|<)OTRS_TICKET(>|>)/$Ticket{TicketNumber}/g;
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$Param{Body} =~ s/(<|<)OTRS_BOUNCE_TO(>|>)/$Param{BounceTo}/g;
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# send
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my $ArticleID = $ArticleBackendObject->ArticleSend(
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TicketID => $Self->{TicketID},
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SenderType => 'agent',
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IsVisibleForCustomer => 1,
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HistoryType => 'Bounce',
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HistoryComment => "Bounced info to '$Param{To}'.",
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From => $Param{From},
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Email => $Param{Email},
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To => $Param{To},
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Subject => $Param{Subject},
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UserID => $Self->{UserID},
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Body => $Param{Body},
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Charset => $LayoutObject->{UserCharset},
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MimeType => $MimeType,
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);
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# error page
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if ( !$ArticleID ) {
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return $LayoutObject->ErrorScreen(
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Message => Translatable('Can\'t send email!'),
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Comment => Translatable('Please contact the administrator.'),
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);
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}
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}
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# check if there is a chosen bounce state id
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if ( $Param{BounceStateID} ) {
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# set state
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my %StateData = $Kernel::OM->Get('Kernel::System::State')->StateGet(
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ID => $Param{BounceStateID},
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);
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$TicketObject->TicketStateSet(
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TicketID => $Self->{TicketID},
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ArticleID => $Self->{ArticleID},
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StateID => $Param{BounceStateID},
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UserID => $Self->{UserID},
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);
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# should i set an unlock?
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if ( $StateData{TypeName} =~ /^close/i ) {
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$TicketObject->TicketLockSet(
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TicketID => $Self->{TicketID},
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|
Lock => 'unlock',
|
|
UserID => $Self->{UserID},
|
|
);
|
|
}
|
|
|
|
# redirect
|
|
if (
|
|
$StateData{TypeName} =~ /^close/i
|
|
&& !$ConfigObject->Get('Ticket::Frontend::RedirectAfterCloseDisabled')
|
|
)
|
|
{
|
|
return $LayoutObject->PopupClose(
|
|
URL => ( $Self->{LastScreenOverview} || 'Action=AgentDashboard' ),
|
|
);
|
|
}
|
|
}
|
|
return $LayoutObject->PopupClose(
|
|
URL => "Action=AgentTicketZoom;TicketID=$Self->{TicketID};ArticleID=$Self->{ArticleID}",
|
|
);
|
|
}
|
|
return $LayoutObject->ErrorScreen(
|
|
Message => Translatable('Wrong Subaction!'),
|
|
Comment => Translatable('Please contact the administrator.'),
|
|
);
|
|
}
|
|
|
|
1;
|