504 lines
15 KiB
Perl
504 lines
15 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::System::Stats::Dynamic::ITSMTicketFirstLevelSolutionRate;
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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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our @ObjectDependencies = (
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'Kernel::Config',
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'Kernel::System::DateTime',
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'Kernel::System::DB',
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'Kernel::System::DynamicField',
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'Kernel::System::DynamicField::Backend',
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'Kernel::System::Priority',
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'Kernel::System::Queue',
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'Kernel::System::SLA',
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'Kernel::System::Service',
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'Kernel::System::State',
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'Kernel::System::Ticket',
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'Kernel::System::Ticket::Article',
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'Kernel::System::Type',
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'Kernel::System::User',
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);
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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 = {};
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bless( $Self, $Type );
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$Self->{DBSlaveObject} = $Param{DBSlaveObject} || $Kernel::OM->Get('Kernel::System::DB');
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# get the dynamic fields for ticket object
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$Self->{DynamicField} = $Kernel::OM->Get('Kernel::System::DynamicField')->DynamicFieldListGet(
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Valid => 1,
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ObjectType => ['Ticket'],
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);
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return $Self;
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}
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sub GetObjectName {
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my ( $Self, %Param ) = @_;
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return 'ITSMTicketFirstLevelSolutionRate';
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}
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sub GetObjectBehaviours {
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my ( $Self, %Param ) = @_;
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my %Behaviours = (
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ProvidesDashboardWidget => 1,
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);
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return %Behaviours;
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}
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sub GetObjectAttributes {
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my ( $Self, %Param ) = @_;
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# get user list
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my %UserList = $Kernel::OM->Get('Kernel::System::User')->UserList(
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Type => 'Long',
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Valid => 0,
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);
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# get state list
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my %StateList = $Kernel::OM->Get('Kernel::System::State')->StateGetStatesByType(
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StateType => ['closed'],
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Result => 'HASH',
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UserID => 1,
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);
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# get queue list
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my %QueueList = $Kernel::OM->Get('Kernel::System::Queue')->GetAllQueues();
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# get priority list
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my %PriorityList = $Kernel::OM->Get('Kernel::System::Priority')->PriorityList(
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UserID => 1,
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);
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# get current time to fix bug#3830
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my $Today = $Kernel::OM->Create('Kernel::System::DateTime')->Format( Format => '%Y-%m-%d 23:59:59' );
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my @ObjectAttributes = (
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{
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Name => 'Queue',
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UseAsXvalue => 1,
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UseAsValueSeries => 1,
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UseAsRestriction => 1,
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Element => 'QueueIDs',
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Block => 'MultiSelectField',
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Translation => 0,
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Values => \%QueueList,
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},
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{
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Name => 'State',
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UseAsXvalue => 1,
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UseAsValueSeries => 1,
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UseAsRestriction => 1,
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Element => 'StateIDs',
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Block => 'MultiSelectField',
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Values => \%StateList,
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},
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{
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Name => 'Priority',
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UseAsXvalue => 1,
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UseAsValueSeries => 1,
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UseAsRestriction => 1,
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Element => 'PriorityIDs',
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Block => 'MultiSelectField',
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Values => \%PriorityList,
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},
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{
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Name => 'Created in Queue',
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UseAsXvalue => 1,
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UseAsValueSeries => 1,
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UseAsRestriction => 1,
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Element => 'CreatedQueueIDs',
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Block => 'MultiSelectField',
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Translation => 0,
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Values => \%QueueList,
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},
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{
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Name => 'Created Priority',
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UseAsXvalue => 1,
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UseAsValueSeries => 1,
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UseAsRestriction => 1,
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Element => 'CreatedPriorityIDs',
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Block => 'MultiSelectField',
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Values => \%PriorityList,
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},
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{
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Name => 'Created State',
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UseAsXvalue => 1,
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UseAsValueSeries => 1,
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UseAsRestriction => 1,
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Element => 'CreatedStateIDs',
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Block => 'MultiSelectField',
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Values => \%StateList,
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},
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{
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Name => 'Title',
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UseAsXvalue => 0,
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UseAsValueSeries => 0,
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UseAsRestriction => 1,
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Element => 'Title',
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Block => 'InputField',
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},
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{
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Name => 'CustomerUserLogin',
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UseAsXvalue => 0,
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UseAsValueSeries => 0,
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UseAsRestriction => 1,
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Element => 'CustomerUserLogin',
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Block => 'InputField',
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},
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{
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Name => 'From',
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UseAsXvalue => 0,
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UseAsValueSeries => 0,
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UseAsRestriction => 1,
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Element => 'From',
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Block => 'InputField',
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},
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{
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Name => 'To',
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UseAsXvalue => 0,
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UseAsValueSeries => 0,
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UseAsRestriction => 1,
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Element => 'To',
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Block => 'InputField',
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},
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{
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Name => 'Cc',
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UseAsXvalue => 0,
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UseAsValueSeries => 0,
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UseAsRestriction => 1,
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Element => 'Cc',
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Block => 'InputField',
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},
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{
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Name => 'Subject',
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UseAsXvalue => 0,
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UseAsValueSeries => 0,
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UseAsRestriction => 1,
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Element => 'Subject',
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Block => 'InputField',
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},
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{
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Name => 'Text',
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UseAsXvalue => 0,
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UseAsValueSeries => 0,
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UseAsRestriction => 1,
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Element => 'Body',
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Block => 'InputField',
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},
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{
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Name => 'Create Time',
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UseAsXvalue => 1,
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UseAsValueSeries => 1,
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UseAsRestriction => 1,
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Element => 'CreateTime',
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TimePeriodFormat => 'DateInputFormat', # 'DateInputFormatLong',
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Block => 'Time',
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TimeStop => $Today,
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Values => {
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TimeStart => 'TicketCreateTimeNewerDate',
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TimeStop => 'TicketCreateTimeOlderDate',
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},
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},
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);
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if ( $Kernel::OM->Get('Kernel::Config')->Get('Ticket::Service') ) {
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# get service list
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my %Service = $Kernel::OM->Get('Kernel::System::Service')->ServiceList(
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UserID => 1,
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);
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# get sla list
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my %SLA = $Kernel::OM->Get('Kernel::System::SLA')->SLAList(
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UserID => 1,
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);
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my @ObjectAttributeAdd = (
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{
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Name => 'Service',
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UseAsXvalue => 1,
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UseAsValueSeries => 1,
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UseAsRestriction => 1,
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Element => 'ServiceIDs',
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Block => 'MultiSelectField',
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Translation => 0,
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Values => \%Service,
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},
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{
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Name => 'SLA',
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UseAsXvalue => 1,
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UseAsValueSeries => 1,
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UseAsRestriction => 1,
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Element => 'SLAIDs',
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Block => 'MultiSelectField',
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Translation => 0,
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Values => \%SLA,
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},
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);
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unshift @ObjectAttributes, @ObjectAttributeAdd;
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}
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if ( $Kernel::OM->Get('Kernel::Config')->Get('Ticket::Type') ) {
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# get ticket type list
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my %Type = $Kernel::OM->Get('Kernel::System::Type')->TypeList(
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UserID => 1,
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);
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my %ObjectAttribute1 = (
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Name => 'Type',
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UseAsXvalue => 1,
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UseAsValueSeries => 1,
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UseAsRestriction => 1,
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Element => 'TypeIDs',
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Block => 'MultiSelectField',
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Translation => 0,
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Values => \%Type,
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);
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unshift @ObjectAttributes, \%ObjectAttribute1;
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}
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if ( $Kernel::OM->Get('Kernel::Config')->Get('Stats::UseAgentElementInStats') ) {
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my @ObjectAttributeAdd = (
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{
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Name => 'Agent/Owner',
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UseAsXvalue => 1,
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UseAsValueSeries => 1,
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UseAsRestriction => 1,
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Element => 'OwnerIDs',
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Block => 'MultiSelectField',
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Translation => 0,
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Values => \%UserList,
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},
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{
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Name => 'Created by Agent/Owner',
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UseAsXvalue => 1,
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UseAsValueSeries => 1,
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UseAsRestriction => 1,
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Element => 'CreatedUserIDs',
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Block => 'MultiSelectField',
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Translation => 0,
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Values => \%UserList,
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},
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{
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Name => 'Responsible',
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UseAsXvalue => 1,
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UseAsValueSeries => 1,
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UseAsRestriction => 1,
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Element => 'ResponsibleIDs',
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Block => 'MultiSelectField',
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Translation => 0,
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Values => \%UserList,
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},
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);
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push @ObjectAttributes, @ObjectAttributeAdd;
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}
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if ( $Kernel::OM->Get('Kernel::Config')->Get('Stats::CustomerIDAsMultiSelect') ) {
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# Get CustomerID
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# (This way also can be the solution for the CustomerUserID)
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$Self->{DBSlaveObject}->Prepare(
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SQL => 'SELECT DISTINCT customer_id FROM ticket',
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);
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# fetch the result
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my %CustomerID;
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while ( my @Row = $Self->{DBSlaveObject}->FetchrowArray() ) {
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if ( $Row[0] ) {
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$CustomerID{ $Row[0] } = $Row[0];
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}
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}
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my %ObjectAttribute = (
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Name => 'CustomerID',
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UseAsXvalue => 1,
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UseAsValueSeries => 1,
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UseAsRestriction => 1,
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Element => 'CustomerID',
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Block => 'MultiSelectField',
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Values => \%CustomerID,
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);
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push @ObjectAttributes, \%ObjectAttribute;
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}
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else {
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my %ObjectAttribute = (
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Name => 'CustomerID',
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UseAsXvalue => 0,
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UseAsValueSeries => 0,
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UseAsRestriction => 1,
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Element => 'CustomerID',
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Block => 'InputField',
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);
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push @ObjectAttributes, \%ObjectAttribute;
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}
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# cycle trough the activated Dynamic Fields for this screen
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DYNAMICFIELD:
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for my $DynamicFieldConfig ( @{ $Self->{DynamicField} } ) {
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next DYNAMICFIELD if !IsHashRefWithData($DynamicFieldConfig);
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my $PossibleValuesFilter;
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# set possible values filter from ACLs
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my $ACL = $Kernel::OM->Get('Kernel::System::Ticket')->TicketAcl(
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Action => 'AgentStats',
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Type => 'DynamicField_' . $DynamicFieldConfig->{Name},
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ReturnType => 'Ticket',
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ReturnSubType => 'DynamicField_' . $DynamicFieldConfig->{Name},
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Data => $DynamicFieldConfig->{Config}->{PossibleValues} || {},
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UserID => 1,
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);
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if ($ACL) {
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my %Filter = $Kernel::OM->Get('Kernel::System::Ticket')->TicketAclData();
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$PossibleValuesFilter = \%Filter;
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}
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# get field html
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my $DynamicFieldStatsParameter
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= $Kernel::OM->Get('Kernel::System::DynamicField::Backend')->StatsFieldParameterBuild(
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DynamicFieldConfig => $DynamicFieldConfig,
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PossibleValuesFilter => $PossibleValuesFilter,
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);
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if ( IsHashRefWithData($DynamicFieldStatsParameter) ) {
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if ( IsHashRefWithData( $DynamicFieldStatsParameter->{Values} ) ) {
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my %ObjectAttribute = (
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Name => $DynamicFieldStatsParameter->{Name},
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UseAsXvalue => 1,
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UseAsValueSeries => 1,
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UseAsRestriction => 1,
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Element => $DynamicFieldStatsParameter->{Element},
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Block => 'MultiSelectField',
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Values => $DynamicFieldStatsParameter->{Values},
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Translation => 0,
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);
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push @ObjectAttributes, \%ObjectAttribute;
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}
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else {
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my %ObjectAttribute = (
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Name => $DynamicFieldStatsParameter->{Name},
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UseAsXvalue => 0,
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UseAsValueSeries => 0,
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UseAsRestriction => 1,
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Element => $DynamicFieldStatsParameter->{Element},
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Block => 'InputField',
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);
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push @ObjectAttributes, \%ObjectAttribute;
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}
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}
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}
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return @ObjectAttributes;
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}
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sub GetStatElementPreview {
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my ( $Self, %Param ) = @_;
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return int rand 50;
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}
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sub GetStatElement {
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my ( $Self, %Param ) = @_;
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# use all closed stats if no states are given
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if ( !$Param{StateIDs} ) {
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$Param{StateType} = ['closed'];
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}
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# start ticket search
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my @TicketSearchIDs = $Kernel::OM->Get('Kernel::System::Ticket')->TicketSearch(
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%Param,
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Result => 'ARRAY',
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Limit => 100_000_000,
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UserID => 1,
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Permission => 'ro',
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);
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return 0 if !@TicketSearchIDs;
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my $ArticleObject = $Kernel::OM->Get('Kernel::System::Ticket::Article');
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my $FirstLevelSolutionTickets = 0;
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TICKETID:
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for my $TicketID (@TicketSearchIDs) {
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my @Articles = $ArticleObject->ArticleList(
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TicketID => $TicketID,
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IsVisibleForCustomer => 1,
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);
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next TICKETID if !@Articles;
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next TICKETID if scalar @Articles > 2;
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# get sender type of first article
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my $SenderTypeFirstArticle = $ArticleObject->ArticleSenderTypeLookup(
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SenderTypeID => $Articles[0]->{SenderTypeID},
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);
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next TICKETID if $SenderTypeFirstArticle eq 'system';
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# if the ticket could be solved within the first contact
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if ( !$Articles[1] ) {
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$FirstLevelSolutionTickets++;
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next TICKETID;
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}
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# noe we handle the case where the first article is from the customer
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next TICKETID if $SenderTypeFirstArticle ne 'customer';
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# get sender type of second article
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my $SenderTypeSecondArticle = $ArticleObject->ArticleSenderTypeLookup(
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SenderTypeID => $Articles[1]->{SenderTypeID},
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);
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# the scond article is from the agent
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next TICKETID if $SenderTypeSecondArticle ne 'agent';
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$FirstLevelSolutionTickets++;
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}
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return $FirstLevelSolutionTickets;
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}
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sub ExportWrapper {
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my ( $Self, %Param ) = @_;
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return \%Param;
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}
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sub ImportWrapper {
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my ( $Self, %Param ) = @_;
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return \%Param;
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}
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1;
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