scripts/Perl OTRS/Kernel/System/PostMaster/Reject.pm

# --
# 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::System::PostMaster::Reject;

use strict;
use warnings;

our @ObjectDependencies = (
    'Kernel::System::DynamicField',
    'Kernel::System::DynamicField::Backend',
    'Kernel::System::Log',
    'Kernel::System::Ticket',
    'Kernel::System::Ticket::Article',
);

sub new {
    my ( $Type, %Param ) = @_;

    # allocate new hash for object
    my $Self = {};
    bless( $Self, $Type );

    # get parser object
    $Self->{ParserObject} = $Param{ParserObject} || die "Got no ParserObject!";

    # Get communication log object.
    $Self->{CommunicationLogObject} = $Param{CommunicationLogObject} || die "Got no CommunicationLogObject!";

    return $Self;
}

sub Run {
    my ( $Self, %Param ) = @_;

    # check needed stuff
    for (qw(TicketID InmailUserID GetParam Tn AutoResponseType)) {
        if ( !$Param{$_} ) {
            $Self->{CommunicationLogObject}->ObjectLog(
                ObjectLogType => 'Message',
                Priority      => 'Error',
                Key           => 'Kernel::System::PostMaster::Reject',
                Value         => "Need $_!",
            );
            return;
        }
    }
    my %GetParam = %{ $Param{GetParam} };

    # get ticket object
    my $TicketObject = $Kernel::OM->Get('Kernel::System::Ticket');

    # get ticket data
    my %Ticket = $TicketObject->TicketGet(
        TicketID      => $Param{TicketID},
        DynamicFields => 0,
    );

    my $Comment          = $Param{Comment}          || '';
    my $Lock             = $Param{Lock}             || '';
    my $AutoResponseType = $Param{AutoResponseType} || '';

    my $ArticleObject        = $Kernel::OM->Get('Kernel::System::Ticket::Article');
    my $ArticleBackendObject = $ArticleObject->BackendForChannel(
        ChannelName => 'Email',
    );

    # Check if X-OTRS-SenderType exists, if not set default 'customer'.
    if ( !$ArticleObject->ArticleSenderTypeLookup( SenderType => $GetParam{'X-OTRS-SenderType'} ) ) {
        $Self->{CommunicationLogObject}->ObjectLog(
            ObjectLogType => 'Message',
            Priority      => 'Error',
            Key           => 'Kernel::System::PostMaster::Reject',
            Value         => "Can't find valid SenderType '$GetParam{'X-OTRS-SenderType'}' in DB, take 'customer'",
        );
        $GetParam{'X-OTRS-SenderType'} = 'customer';
    }

    $Self->{CommunicationLogObject}->ObjectLog(
        ObjectLogType => 'Message',
        Priority      => 'Debug',
        Key           => 'Kernel::System::PostMaster::Reject',
        Value         => "Going to create new article for TicketID '$Param{TicketID}'.",
    );

    # do db insert
    my $ArticleID = $ArticleBackendObject->ArticleCreate(
        TicketID             => $Param{TicketID},
        IsVisibleForCustomer => $GetParam{'X-OTRS-IsVisibleForCustomer'} // 1,
        SenderType           => $GetParam{'X-OTRS-SenderType'},
        From                 => $GetParam{From},
        ReplyTo              => $GetParam{ReplyTo},
        To                   => $GetParam{To},
        Cc                   => $GetParam{Cc},
        Subject              => $GetParam{Subject},
        MessageID            => $GetParam{'Message-ID'},
        InReplyTo            => $GetParam{'In-Reply-To'},
        References           => $GetParam{'References'},
        ContentType          => $GetParam{'Content-Type'},
        Body                 => $GetParam{Body},
        UserID               => $Param{InmailUserID},
        HistoryType          => 'FollowUp',
        HistoryComment       => "\%\%$Param{Tn}\%\%$Comment",
        AutoResponseType     => $AutoResponseType,
        OrigHeader           => \%GetParam,
    );

    if ( !$ArticleID ) {
        $Self->{CommunicationLogObject}->ObjectLog(
            ObjectLogType => 'Message',
            Priority      => 'Error',
            Key           => 'Kernel::System::PostMaster::Reject',
            Value         => "Article could not be created!",
        );
        return;
    }

    $Self->{CommunicationLogObject}->ObjectLookupSet(
        ObjectLogType    => 'Message',
        TargetObjectType => 'Article',
        TargetObjectID   => $ArticleID,
    );

    $Self->{CommunicationLogObject}->ObjectLog(
        ObjectLogType => 'Message',
        Priority      => 'Debug',
        Key           => 'Kernel::System::PostMaster::Reject',
        Value         => "Reject Follow up Ticket!",
    );

    my %CommunicationLogSkipAttributes = (
        Body       => 1,
        Attachment => 1,
    );

    ATTRIBUTE:
    for my $Attribute ( sort keys %GetParam ) {
        next ATTRIBUTE if $CommunicationLogSkipAttributes{$Attribute};

        my $Value = $GetParam{$Attribute};
        next ATTRIBUTE if !( defined $Value ) || !( length $Value );

        $Self->{CommunicationLogObject}->ObjectLog(
            ObjectLogType => 'Message',
            Priority      => 'Debug',
            Key           => 'Kernel::System::PostMaster::Reject',
            Value         => "$Attribute: $Value",
        );
    }

    # write plain email to the storage
    $ArticleBackendObject->ArticleWritePlain(
        ArticleID => $ArticleID,
        Email     => $Self->{ParserObject}->GetPlainEmail(),
        UserID    => $Param{InmailUserID},
    );

    # write attachments to the storage
    for my $Attachment ( $Self->{ParserObject}->GetAttachments() ) {
        $ArticleBackendObject->ArticleWriteAttachment(
            Filename           => $Attachment->{Filename},
            Content            => $Attachment->{Content},
            ContentType        => $Attachment->{ContentType},
            ContentID          => $Attachment->{ContentID},
            ContentAlternative => $Attachment->{ContentAlternative},
            Disposition        => $Attachment->{Disposition},
            ArticleID          => $ArticleID,
            UserID             => $Param{InmailUserID},
        );
    }

    # get dynamic field objects
    my $DynamicFieldObject        = $Kernel::OM->Get('Kernel::System::DynamicField');
    my $DynamicFieldBackendObject = $Kernel::OM->Get('Kernel::System::DynamicField::Backend');

    # dynamic fields
    my $DynamicFieldList =
        $DynamicFieldObject->DynamicFieldList(
        Valid      => 0,
        ResultType => 'HASH',
        ObjectType => 'Article',
        );

    # set dynamic fields for Article object type
    DYNAMICFIELDID:
    for my $DynamicFieldID ( sort keys %{$DynamicFieldList} ) {
        next DYNAMICFIELDID if !$DynamicFieldID;
        next DYNAMICFIELDID if !$DynamicFieldList->{$DynamicFieldID};
        my $Key = 'X-OTRS-FollowUp-DynamicField-' . $DynamicFieldList->{$DynamicFieldID};
        if ( defined $GetParam{$Key} && length $GetParam{$Key} ) {

            # get dynamic field config
            my $DynamicFieldGet = $DynamicFieldObject->DynamicFieldGet(
                ID => $DynamicFieldID,
            );

            $DynamicFieldBackendObject->ValueSet(
                DynamicFieldConfig => $DynamicFieldGet,
                ObjectID           => $ArticleID,
                Value              => $GetParam{$Key},
                UserID             => $Param{InmailUserID},
            );

            $Self->{CommunicationLogObject}->ObjectLog(
                ObjectLogType => 'Message',
                Priority      => 'Debug',
                Key           => 'Kernel::System::PostMaster::Reject',
                Value         => "Article DynamicField update via '$Key'! Value: $GetParam{$Key}.",
            );
        }
    }

    # reverse dynamic field list
    my %DynamicFieldListReversed = reverse %{$DynamicFieldList};

    # set free article text
    my %Values =
        (
        'X-OTRS-FollowUp-ArticleKey'   => 'ArticleFreeKey',
        'X-OTRS-FollowUp-ArticleValue' => 'ArticleFreeText',
        );
    for my $Item ( sort keys %Values ) {
        for my $Count ( 1 .. 16 ) {
            my $Key = $Item . $Count;
            if (
                defined $GetParam{$Key}
                && length $GetParam{$Key}
                && $DynamicFieldListReversed{ $Values{$Item} . $Count }
                )
            {
                # get dynamic field config
                my $DynamicFieldGet = $DynamicFieldObject->DynamicFieldGet(
                    ID => $DynamicFieldListReversed{ $Values{$Item} . $Count },
                );
                if ($DynamicFieldGet) {
                    my $Success = $DynamicFieldBackendObject->ValueSet(
                        DynamicFieldConfig => $DynamicFieldGet,
                        ObjectID           => $ArticleID,
                        Value              => $GetParam{$Key},
                        UserID             => $Param{InmailUserID},
                    );
                }

                $Self->{CommunicationLogObject}->ObjectLog(
                    ObjectLogType => 'Message',
                    Priority      => 'Debug',
                    Key           => 'Kernel::System::PostMaster::Reject',
                    Value =>
                        "TicketKey$Count: Article DynamicField (ArticleKey) update via '$Key'! Value: $GetParam{$Key}.",
                );
            }
        }
    }

    $Self->{CommunicationLogObject}->ObjectLog(
        ObjectLogType => 'Message',
        Priority      => 'Notice',
        Key           => 'Kernel::System::PostMaster::Reject',
        Value         => "Reject FollowUp Article to Ticket [$Param{Tn}] created "
            . "(TicketID=$Param{TicketID}, ArticleID=$ArticleID). $Comment"
    );

    return 1;
}

1;