# --
# Copyright (C) 2001-2020 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::GenericInterface::Operation::Ticket::TicketUpdate;
use strict;
use warnings;
use Kernel::System::VariableCheck qw( :all );
use parent qw(
Kernel::GenericInterface::Operation::Common
Kernel::GenericInterface::Operation::Ticket::Common
);
our $ObjectManagerDisabled = 1;
=head1 NAME
Kernel::GenericInterface::Operation::Ticket::TicketUpdate - GenericInterface Ticket TicketUpdate Operation backend
=head1 PUBLIC INTERFACE
=head2 new()
usually, you want to create an instance of this
by using Kernel::GenericInterface::Operation->new();
=cut
sub new {
my ( $Type, %Param ) = @_;
my $Self = {};
bless( $Self, $Type );
# check needed objects
for my $Needed (qw( DebuggerObject WebserviceID )) {
if ( !$Param{$Needed} ) {
return {
Success => 0,
ErrorMessage => "Got no $Needed!",
};
}
$Self->{$Needed} = $Param{$Needed};
}
$Self->{Config} = $Kernel::OM->Get('Kernel::Config')->Get('GenericInterface::Operation::TicketUpdate');
$Self->{Operation} = $Param{Operation};
return $Self;
}
=head2 Run()
perform TicketUpdate Operation. This will return the updated TicketID and
if applicable the created ArticleID.
my $Result = $OperationObject->Run(
Data => {
UserLogin => 'some agent login', # UserLogin or CustomerUserLogin or SessionID is
# required
CustomerUserLogin => 'some customer login',
SessionID => 123,
Password => 'some password', # if UserLogin or customerUserLogin is sent then
# Password is required
TicketID => 123, # TicketID or TicketNumber is required
TicketNumber => '2004040510440485',
Ticket { # optional
Title => 'some ticket title',
QueueID => 123, # Optional
Queue => 'some queue name', # Optional
LockID => 123, # optional
Lock => 'some lock name', # optional
TypeID => 123, # optional
Type => 'some type name', # optional
ServiceID => 123, # optional
Service => 'some service name', # optional
SLAID => 123, # optional
SLA => 'some SLA name', # optional
StateID => 123, # optional
State => 'some state name', # optional
PriorityID => 123, # optional
Priority => 'some priority name', # optional
OwnerID => 123, # optional
Owner => 'some user login', # optional
ResponsibleID => 123, # optional
Responsible => 'some user login', # optional
CustomerUser => 'some customer user login',
PendingTime { # optional
Year => 2011,
Month => 12
Day => 03,
Hour => 23,
Minute => 05,
},
# or
# PendingTime {
# Diff => 10080, # Pending time in minutes
#},
},
Article => { # optional
CommunicationChannel => 'Email', # CommunicationChannel or CommunicationChannelID must be provided.
CommunicationChannelID => 1,
IsVisibleForCustomer => 1, # optional
SenderTypeID => 123, # optional
SenderType => 'some sender type name', # optional
AutoResponseType => 'some auto response type', # optional
From => 'some from string', # optional
Subject => 'some subject',
Body => 'some body',
ContentType => 'some content type', # ContentType or MimeType and Charset is required
MimeType => 'some mime type',
Charset => 'some charset',
HistoryType => 'some history type', # optional
HistoryComment => 'Some history comment', # optional
TimeUnit => 123, # optional
NoAgentNotify => 1, # optional
ForceNotificationToUserID => [1, 2, 3] # optional
ExcludeNotificationToUserID => [1, 2, 3] # optional
ExcludeMuteNotificationToUserID => [1, 2, 3] # optional
},
DynamicField => [ # optional
{
Name => 'some name',
Value => $Value, # value type depends on the dynamic field
},
# ...
],
# or
# DynamicField {
# Name => 'some name',
# Value => $Value,
#},
Attachment [
{
Content => 'content' # base64 encoded
ContentType => 'some content type'
Filename => 'some fine name'
},
# ...
],
#or
#Attachment {
# Content => 'content'
# ContentType => 'some content type'
# Filename => 'some fine name'
#},
},
);
$Result = {
Success => 1, # 0 or 1
ErrorMessage => '', # in case of error
Data => { # result data payload after Operation
TicketID => 123, # Ticket ID number in OTRS (help desk system)
ArticleID => 43, # Article ID number in OTRS (help desk system)
Error => { # should not return errors
ErrorCode => 'TicketUpdate.ErrorCode'
ErrorMessage => 'Error Description'
},
# If IncludeTicketData is enabled
Ticket => [
{
TicketNumber => '20101027000001',
Title => 'some title',
TicketID => 123,
State => 'some state',
StateID => 123,
StateType => 'some state type',
Priority => 'some priority',
PriorityID => 123,
Lock => 'lock',
LockID => 123,
Queue => 'some queue',
QueueID => 123,
CustomerID => 'customer_id_123',
CustomerUserID => 'customer_user_id_123',
Owner => 'some_owner_login',
OwnerID => 123,
Type => 'some ticket type',
TypeID => 123,
SLA => 'some sla',
SLAID => 123,
Service => 'some service',
ServiceID => 123,
Responsible => 'some_responsible_login',
ResponsibleID => 123,
Age => 3456,
Created => '2010-10-27 20:15:00'
CreateBy => 123,
Changed => '2010-10-27 20:15:15',
ChangeBy => 123,
ArchiveFlag => 'y',
DynamicField => [
{
Name => 'some name',
Value => 'some value',
},
],
# (time stamps of expected escalations)
EscalationResponseTime (unix time stamp of response time escalation)
EscalationUpdateTime (unix time stamp of update time escalation)
EscalationSolutionTime (unix time stamp of solution time escalation)
# (general escalation info of nearest escalation type)
EscalationDestinationIn (escalation in e. g. 1h 4m)
EscalationDestinationTime (date of escalation in unix time, e. g. 72193292)
EscalationDestinationDate (date of escalation, e. g. "2009-02-14 18:00:00")
EscalationTimeWorkingTime (seconds of working/service time till escalation, e. g. "1800")
EscalationTime (seconds total till escalation of nearest escalation time type - response, update or solution time, e. g. "3600")
# (detailed escalation info about first response, update and solution time)
FirstResponseTimeEscalation (if true, ticket is escalated)
FirstResponseTimeNotification (if true, notify - x% of escalation has reached)
FirstResponseTimeDestinationTime (date of escalation in unix time, e. g. 72193292)
FirstResponseTimeDestinationDate (date of escalation, e. g. "2009-02-14 18:00:00")
FirstResponseTimeWorkingTime (seconds of working/service time till escalation, e. g. "1800")
FirstResponseTime (seconds total till escalation, e. g. "3600")
UpdateTimeEscalation (if true, ticket is escalated)
UpdateTimeNotification (if true, notify - x% of escalation has reached)
UpdateTimeDestinationTime (date of escalation in unix time, e. g. 72193292)
UpdateTimeDestinationDate (date of escalation, e. g. "2009-02-14 18:00:00")
UpdateTimeWorkingTime (seconds of working/service time till escalation, e. g. "1800")
UpdateTime (seconds total till escalation, e. g. "3600")
SolutionTimeEscalation (if true, ticket is escalated)
SolutionTimeNotification (if true, notify - x% of escalation has reached)
SolutionTimeDestinationTime (date of escalation in unix time, e. g. 72193292)
SolutionTimeDestinationDate (date of escalation, e. g. "2009-02-14 18:00:00")
SolutionTimeWorkingTime (seconds of working/service time till escalation, e. g. "1800")
SolutionTime (seconds total till escalation, e. g. "3600")
Article => [
{
ArticleID
From
To
Cc
Subject
Body
ReplyTo
MessageID
InReplyTo
References
SenderType
SenderTypeID
CommunicationChannelID
IsVisibleForCustomer
ContentType
Charset
MimeType
IncomingTime
DynamicField => [
{
Name => 'some name',
Value => 'some value',
},
],
Attachment => [
{
Content => "xxxx", # actual attachment contents, base64 enconded
ContentAlternative => "",
ContentID => "",
ContentType => "application/pdf",
Filename => "StdAttachment-Test1.pdf",
Filesize => "4.6 KBytes",
FilesizeRaw => 4722,
},
],
},
],
},
],
},
};
=cut
sub Run {
my ( $Self, %Param ) = @_;
my $Result = $Self->Init(
WebserviceID => $Self->{WebserviceID},
);
if ( !$Result->{Success} ) {
$Self->ReturnError(
ErrorCode => 'Webservice.InvalidConfiguration',
ErrorMessage => $Result->{ErrorMessage},
);
}
# check needed stuff
if ( !IsHashRefWithData( $Param{Data} ) ) {
return $Self->ReturnError(
ErrorCode => 'TicketUpdate.EmptyRequest',
ErrorMessage => "TicketUpdate: The request data is invalid!",
);
}
if ( !$Param{Data}->{TicketID} && !$Param{Data}->{TicketNumber} ) {
return $Self->ReturnError(
ErrorCode => 'TicketUpdate.MissingParameter',
ErrorMessage => "TicketUpdate: TicketID or TicketNumber is required!",
);
}
if (
!$Param{Data}->{UserLogin}
&& !$Param{Data}->{CustomerUserLogin}
&& !$Param{Data}->{SessionID}
)
{
return $Self->ReturnError(
ErrorCode => 'TicketUpdate.MissingParameter',
ErrorMessage => "TicketUpdate: UserLogin, CustomerUserLogin or SessionID is required!",
);
}
if ( $Param{Data}->{UserLogin} || $Param{Data}->{CustomerUserLogin} ) {
if ( !$Param{Data}->{Password} )
{
return $Self->ReturnError(
ErrorCode => 'TicketUpdate.MissingParameter',
ErrorMessage => "TicketUpdate: Password or SessionID is required!",
);
}
}
# authenticate user
my ( $UserID, $UserType ) = $Self->Auth(%Param);
if ( !$UserID ) {
return $Self->ReturnError(
ErrorCode => 'TicketUpdate.AuthFail',
ErrorMessage => "TicketUpdate: User could not be authenticated!",
);
}
my $PermissionUserID = $UserID;
if ( $UserType eq 'Customer' ) {
$UserID = $Kernel::OM->Get('Kernel::Config')->Get('CustomerPanelUserID');
}
# get ticket object
my $TicketObject = $Kernel::OM->Get('Kernel::System::Ticket');
# check TicketID
my $TicketID;
if ( $Param{Data}->{TicketNumber} ) {
$TicketID = $TicketObject->TicketIDLookup(
TicketNumber => $Param{Data}->{TicketNumber},
UserID => $UserID,
);
}
else {
$TicketID = $Param{Data}->{TicketID};
}
if ( !($TicketID) ) {
return $Self->ReturnError(
ErrorCode => 'TicketUpdate.AccessDenied',
ErrorMessage => "TicketUpdate: User does not have access to the ticket!",
);
}
my %TicketData = $TicketObject->TicketGet(
TicketID => $TicketID,
DynamicFields => 0,
UserID => $UserID,
);
if ( !IsHashRefWithData( \%TicketData ) ) {
return $Self->ReturnError(
ErrorCode => 'TicketUpdate.AccessDenied',
ErrorMessage => "TicketUpdate: User does not have access to the ticket!",
);
}
# check basic needed permissions
my $Access = $Self->CheckAccessPermissions(
TicketID => $TicketID,
UserID => $PermissionUserID,
UserType => $UserType,
);
if ( !$Access ) {
return $Self->ReturnError(
ErrorCode => 'TicketUpdate.AccessDenied',
ErrorMessage => "TicketUpdate: User does not have access to the ticket!",
);
}
# check optional hashes
for my $Optional (qw(Ticket Article)) {
if (
defined $Param{Data}->{$Optional}
&& !IsHashRefWithData( $Param{Data}->{$Optional} )
)
{
return $Self->ReturnError(
ErrorCode => 'TicketUpdate.InvalidParameter',
ErrorMessage => "TicketUpdate: $Optional parameter is not valid!",
);
}
}
# check optional array/hashes
for my $Optional (qw(DynamicField Attachment)) {
if (
defined $Param{Data}->{$Optional}
&& !IsHashRefWithData( $Param{Data}->{$Optional} )
&& !IsArrayRefWithData( $Param{Data}->{$Optional} )
)
{
return $Self->ReturnError(
ErrorCode => 'TicketUpdate.MissingParameter',
ErrorMessage => "TicketUpdate: $Optional parameter is missing or not valid!",
);
}
}
my $Ticket;
if ( defined $Param{Data}->{Ticket} ) {
# isolate ticket parameter
$Ticket = $Param{Data}->{Ticket};
$Ticket->{UserID} = $UserID;
# remove leading and trailing spaces
for my $Attribute ( sort keys %{$Ticket} ) {
if ( ref $Attribute ne 'HASH' && ref $Attribute ne 'ARRAY' ) {
#remove leading spaces
$Ticket->{$Attribute} =~ s{\A\s+}{};
#remove trailing spaces
$Ticket->{$Attribute} =~ s{\s+\z}{};
}
}
if ( IsHashRefWithData( $Ticket->{PendingTime} ) ) {
for my $Attribute ( sort keys %{ $Ticket->{PendingTime} } ) {
if ( ref $Attribute ne 'HASH' && ref $Attribute ne 'ARRAY' ) {
#remove leading spaces
$Ticket->{PendingTime}->{$Attribute} =~ s{\A\s+}{};
#remove trailing spaces
$Ticket->{PendingTime}->{$Attribute} =~ s{\s+\z}{};
}
}
}
# check Ticket attribute values
my $TicketCheck = $Self->_CheckTicket(
Ticket => $Ticket,
OldTicket => \%TicketData,
);
if ( !$TicketCheck->{Success} ) {
return $Self->ReturnError( %{$TicketCheck} );
}
}
my $Article;
if ( defined $Param{Data}->{Article} ) {
$Article = $Param{Data}->{Article};
$Article->{UserType} = $UserType;
# remove leading and trailing spaces
for my $Attribute ( sort keys %{$Article} ) {
if ( ref $Attribute ne 'HASH' && ref $Attribute ne 'ARRAY' ) {
#remove leading spaces
$Article->{$Attribute} =~ s{\A\s+}{};
#remove trailing spaces
$Article->{$Attribute} =~ s{\s+\z}{};
}
}
if ( IsHashRefWithData( $Article->{OrigHeader} ) ) {
for my $Attribute ( sort keys %{ $Article->{OrigHeader} } ) {
if ( ref $Attribute ne 'HASH' && ref $Attribute ne 'ARRAY' ) {
#remove leading spaces
$Article->{OrigHeader}->{$Attribute} =~ s{\A\s+}{};
#remove trailing spaces
$Article->{OrigHeader}->{$Attribute} =~ s{\s+\z}{};
}
}
}
# Check attributes that can be set by sysconfig.
if ( !$Article->{AutoResponseType} ) {
$Article->{AutoResponseType} = $Self->{Config}->{AutoResponseType} || '';
}
# TODO: GenericInterface::Operation::TicketUpdate###CommunicationChannel
if ( !$Article->{CommunicationChannelID} && !$Article->{CommunicationChannel} ) {
$Article->{CommunicationChannel} = 'Internal';
}
if ( !defined $Article->{IsVisibleForCustomer} ) {
$Article->{IsVisibleForCustomer} = $Self->{Config}->{IsVisibleForCustomer} // 1;
}
if ( !$Article->{SenderTypeID} && !$Article->{SenderType} ) {
$Article->{SenderType} = $UserType eq 'User' ? 'agent' : 'customer';
}
if ( !$Article->{HistoryType} ) {
$Article->{HistoryType} = $Self->{Config}->{HistoryType} || '';
}
if ( !$Article->{HistoryComment} ) {
$Article->{HistoryComment} = $Self->{Config}->{HistoryComment} || '';
}
# check Article attribute values
my $ArticleCheck = $Self->_CheckArticle( Article => $Article );
if ( !$ArticleCheck->{Success} ) {
if ( !$ArticleCheck->{ErrorCode} ) {
return {
Success => 0,
%{$ArticleCheck},
};
}
return $Self->ReturnError( %{$ArticleCheck} );
}
}
my $DynamicField;
my @DynamicFieldList;
if ( defined $Param{Data}->{DynamicField} ) {
# isolate DynamicField parameter
$DynamicField = $Param{Data}->{DynamicField};
# homogenate input to array
if ( ref $DynamicField eq 'HASH' ) {
push @DynamicFieldList, $DynamicField;
}
else {
@DynamicFieldList = @{$DynamicField};
}
# check DynamicField internal structure
for my $DynamicFieldItem (@DynamicFieldList) {
if ( !IsHashRefWithData($DynamicFieldItem) ) {
return {
ErrorCode => 'TicketUpdate.InvalidParameter',
ErrorMessage =>
"TicketUpdate: Ticket->DynamicField parameter is invalid!",
};
}
# remove leading and trailing spaces
for my $Attribute ( sort keys %{$DynamicFieldItem} ) {
if ( ref $Attribute ne 'HASH' && ref $Attribute ne 'ARRAY' ) {
#remove leading spaces
$DynamicFieldItem->{$Attribute} =~ s{\A\s+}{};
#remove trailing spaces
$DynamicFieldItem->{$Attribute} =~ s{\s+\z}{};
}
}
# check DynamicField attribute values
my $DynamicFieldCheck = $Self->_CheckDynamicField(
DynamicField => $DynamicFieldItem,
Article => $Article,
);
if ( !$DynamicFieldCheck->{Success} ) {
return $Self->ReturnError( %{$DynamicFieldCheck} );
}
}
}
my $Attachment;
my @AttachmentList;
if ( defined $Param{Data}->{Attachment} ) {
# isolate Attachment parameter
$Attachment = $Param{Data}->{Attachment};
# homogenate input to array
if ( ref $Attachment eq 'HASH' ) {
push @AttachmentList, $Attachment;
}
else {
@AttachmentList = @{$Attachment};
}
# check Attachment internal structure
for my $AttachmentItem (@AttachmentList) {
if ( !IsHashRefWithData($AttachmentItem) ) {
return {
ErrorCode => 'TicketUpdate.InvalidParameter',
ErrorMessage =>
"TicketUpdate: Ticket->Attachment parameter is invalid!",
};
}
# remove leading and trailing spaces
for my $Attribute ( sort keys %{$AttachmentItem} ) {
if ( ref $Attribute ne 'HASH' && ref $Attribute ne 'ARRAY' ) {
#remove leading spaces
$AttachmentItem->{$Attribute} =~ s{\A\s+}{};
#remove trailing spaces
$AttachmentItem->{$Attribute} =~ s{\s+\z}{};
}
}
# check Attachment attribute values
my $AttachmentCheck = $Self->_CheckAttachment(
Attachment => $AttachmentItem,
Article => $Article,
);
if ( !$AttachmentCheck->{Success} ) {
return $Self->ReturnError( %{$AttachmentCheck} );
}
}
}
return $Self->_TicketUpdate(
TicketID => $TicketID,
Ticket => $Ticket,
Article => $Article,
DynamicFieldList => \@DynamicFieldList,
AttachmentList => \@AttachmentList,
UserID => $UserID,
UserType => $UserType,
);
}
=begin Internal:
=head2 _CheckTicket()
checks if the given ticket parameters are valid.
my $TicketCheck = $OperationObject->_CheckTicket(
Ticket => $Ticket, # all ticket parameters
);
returns:
$TicketCheck = {
Success => 1, # if everything is OK
}
$TicketCheck = {
ErrorCode => 'Function.Error', # if error
ErrorMessage => 'Error description',
}
=cut
sub _CheckTicket {
my ( $Self, %Param ) = @_;
my $Ticket = $Param{Ticket};
my $OldTicket = $Param{OldTicket};
# check Ticket->CustomerUser
if (
$Ticket->{CustomerUser}
&& !$Self->ValidateCustomer( %{$Ticket} )
)
{
return {
ErrorCode => 'TicketUpdate.InvalidParameter',
ErrorMessage =>
"TicketUpdate: Ticket->CustomerUser parameter is invalid!",
};
}
# check Ticket->Queue
if ( $Ticket->{QueueID} || $Ticket->{Queue} ) {
if ( !$Self->ValidateQueue( %{$Ticket} ) ) {
return {
ErrorCode => 'TicketUpdate.InvalidParameter',
ErrorMessage => "TicketUpdate: Ticket->QueueID or Ticket->Queue parameter is"
. " invalid!",
};
}
}
# check Ticket->Lock
if ( $Ticket->{LockID} || $Ticket->{Lock} ) {
if ( !$Self->ValidateLock( %{$Ticket} ) ) {
return {
ErrorCode => 'TicketUpdate.InvalidParameter',
ErrorMessage => "TicketUpdate: Ticket->LockID or Ticket->Lock parameter is"
. " invalid!",
};
}
}
# check Ticket->Type
if ( $Ticket->{TypeID} || $Ticket->{Type} ) {
if ( !$Self->ValidateType( %{$Ticket} ) ) {
return {
ErrorCode => 'TicketUpdate.InvalidParameter',
ErrorMessage =>
"TicketUpdate: Ticket->TypeID or Ticket->Type parameter is invalid!",
};
}
}
# check Ticket->Service
if ( $Ticket->{ServiceID} || $Ticket->{Service} ) {
# set customer user from old ticket if no new customer user is to be set
my $CustomerUser = $Ticket->{CustomerUser} || '';
if ( !$CustomerUser ) {
$CustomerUser = $OldTicket->{CustomerUserID};
}
if (
!$Self->ValidateService(
%{$Ticket},
CustomerUser => $CustomerUser,
)
)
{
return {
ErrorCode => 'TicketUpdate.InvalidParameter',
ErrorMessage =>
"TicketUpdate: Ticket->ServiceID or Ticket->Service parameter is invalid!",
};
}
}
# check Ticket->SLA
if ( $Ticket->{SLAID} || $Ticket->{SLA} ) {
# set ServiceID from old ticket if no new ServiceID or Service is to be set
my $Service = $Ticket->{Service} || '';
my $ServiceID = $Ticket->{ServiceID} || '';
if ( !$ServiceID && !$Service ) {
$ServiceID = $OldTicket->{ServiceID};
}
if (
!$Self->ValidateSLA(
%{$Ticket},
Service => $Service,
ServiceID => $ServiceID,
)
)
{
return {
ErrorCode => 'TicketUpdate.InvalidParameter',
ErrorMessage =>
"TicketUpdate: Ticket->SLAID or Ticket->SLA parameter is invalid!",
};
}
}
# check Ticket->State
if ( $Ticket->{StateID} || $Ticket->{State} ) {
if ( !$Self->ValidateState( %{$Ticket} ) ) {
return {
ErrorCode => 'TicketUpdate.InvalidParameter',
ErrorMessage => "TicketUpdate: Ticket->StateID or Ticket->State parameter is"
. " invalid!",
};
}
}
# check Ticket->Priority
if ( $Ticket->{PriorityID} || $Ticket->{Priority} ) {
if ( !$Self->ValidatePriority( %{$Ticket} ) ) {
return {
ErrorCode => 'TicketUpdate.InvalidParameter',
ErrorMessage => "TicketUpdate: Ticket->PriorityID or Ticket->Priority parameter is"
. " invalid!",
};
}
}
# check Ticket->Owner
if ( $Ticket->{OwnerID} || $Ticket->{Owner} ) {
if ( !$Self->ValidateOwner( %{$Ticket} ) ) {
return {
ErrorCode => 'TicketUpdate.InvalidParameter',
ErrorMessage =>
"TicketUpdate: Ticket->OwnerID or Ticket->Owner parameter is invalid!",
};
}
}
# check Ticket->Responsible
if ( $Ticket->{ResponsibleID} || $Ticket->{Responsible} ) {
if ( !$Self->ValidateResponsible( %{$Ticket} ) ) {
return {
ErrorCode => 'TicketUpdate.InvalidParameter',
ErrorMessage => "TicketUpdate: Ticket->ResponsibleID or Ticket->Responsible"
. " parameter is invalid!",
};
}
}
# check Ticket->PendingTime
if ( $Ticket->{PendingTime} ) {
if ( !$Self->ValidatePendingTime( %{$Ticket} ) ) {
return {
ErrorCode => 'TicketUpdate.InvalidParameter',
ErrorMessage => "TicketUpdate: Ticket->PendingTime parameter is invalid!",
};
}
}
# if everything is OK then return Success
return {
Success => 1,
};
}
=head2 _CheckArticle()
checks if the given article parameter is valid.
my $ArticleCheck = $OperationObject->_CheckArticle(
Article => $Article, # all article parameters
);
returns:
$ArticleCheck = {
Success => 1, # if everything is OK
}
$ArticleCheck = {
ErrorCode => 'Function.Error', # if error
ErrorMessage => 'Error description',
}
=cut
sub _CheckArticle {
my ( $Self, %Param ) = @_;
my $Article = $Param{Article};
# check ticket internally
for my $Needed (qw(Subject Body AutoResponseType)) {
if ( !$Article->{$Needed} ) {
return {
ErrorCode => 'TicketUpdate.MissingParameter',
ErrorMessage => "TicketUpdate: Article->$Needed parameter is missing!",
};
}
}
# check Article->AutoResponseType
if ( !$Article->{AutoResponseType} ) {
# return internal server error
return {
ErrorMessage => "TicketUpdate: Article->AutoResponseType parameter is required and",
};
}
if ( !$Self->ValidateAutoResponseType( %{$Article} ) ) {
return {
ErrorCode => 'TicketUpdate.InvalidParameter',
ErrorMessage => "TicketUpdate: Article->AutoResponseType parameter is invalid!",
};
}
# check Article->CommunicationChannel
if ( !$Article->{CommunicationChannel} && !$Article->{CommunicationChannelID} ) {
# return internal server error
return {
ErrorMessage => "TicketUpdate: Article->CommunicationChannelID or Article->CommunicationChannel parameter"
. " is required and Sysconfig CommunicationChannelID setting could not be read!"
};
}
if ( !$Self->ValidateArticleCommunicationChannel( %{$Article} ) ) {
return {
ErrorCode => 'TicketUpdate.InvalidParameter',
ErrorMessage => "TicketUpdate: Article->CommunicationChannel or Article->CommunicationChannelID parameter"
. " is invalid or not supported!",
};
}
# check Article->SenderType
if ( !$Article->{SenderTypeID} && !$Article->{SenderType} ) {
# return internal server error
return {
ErrorMessage => "TicketUpdate: Article->SenderTypeID or Article->SenderType parameter"
. " is required and Sysconfig SenderTypeID setting could not be read!"
};
}
if ( !$Self->ValidateSenderType( %{$Article} ) ) {
return {
ErrorCode => 'TicketUpdate.InvalidParameter',
ErrorMessage => "TicketUpdate: Article->SenderTypeID or Ticket->SenderType parameter"
. " is invalid!",
};
}
# check Article->From
if ( $Article->{From} ) {
if ( !$Self->ValidateFrom( %{$Article} ) ) {
return {
ErrorCode => 'TicketUpdate.InvalidParameter',
ErrorMessage => "TicketUpdate: Article->From parameter is invalid!",
};
}
}
# check Article->ContentType vs Article->MimeType and Article->Charset
if ( !$Article->{ContentType} && !$Article->{MimeType} && !$Article->{Charset} ) {
return {
ErrorCode => 'TicketUpdate.MissingParameter',
ErrorMessage => "TicketUpdate: Article->ContentType or Ticket->MimeType and"
. " Article->Charset parameters are required!",
};
}
if ( $Article->{MimeType} && !$Article->{Charset} ) {
return {
ErrorCode => 'TicketUpdate.MissingParameter',
ErrorMessage => "TicketUpdate: Article->Charset is required!",
};
}
if ( $Article->{Charset} && !$Article->{MimeType} ) {
return {
ErrorCode => 'TicketUpdate.MissingParameter',
ErrorMessage => "TicketUpdate: Article->MimeType is required!",
};
}
# check Article->MimeType
if ( $Article->{MimeType} ) {
$Article->{MimeType} = lc $Article->{MimeType};
if ( !$Self->ValidateMimeType( %{$Article} ) ) {
return {
ErrorCode => 'TicketUpdate.InvalidParameter',
ErrorMessage => "TicketUpdate: Article->MimeType is invalid!",
};
}
}
# check Article->MimeType
if ( $Article->{Charset} ) {
$Article->{Charset} = lc $Article->{Charset};
if ( !$Self->ValidateCharset( %{$Article} ) ) {
return {
ErrorCode => 'TicketUpdate.InvalidParameter',
ErrorMessage => "TicketUpdate: Article->Charset is invalid!",
};
}
}
# check Article->ContentType
if ( $Article->{ContentType} ) {
$Article->{ContentType} = lc $Article->{ContentType};
# check Charset part
my $Charset = '';
if ( $Article->{ContentType} =~ /charset=/i ) {
$Charset = $Article->{ContentType};
$Charset =~ s/.+?charset=("|'|)(\w+)/$2/gi;
$Charset =~ s/"|'//g;
$Charset =~ s/(.+?);.*/$1/g;
}
if ( !$Self->ValidateCharset( Charset => $Charset ) ) {
return {
ErrorCode => 'TicketUpdate.InvalidParameter',
ErrorMessage => "TicketUpdate: Article->ContentType is invalid!",
};
}
# check MimeType part
my $MimeType = '';
if ( $Article->{ContentType} =~ /^(\w+\/\w+)/i ) {
$MimeType = $1;
$MimeType =~ s/"|'//g;
}
if ( !$Self->ValidateMimeType( MimeType => $MimeType ) ) {
return {
ErrorCode => 'TicketUpdate.InvalidParameter',
ErrorMessage => "TicketUpdate: Article->ContentType is invalid!",
};
}
}
# check Article->HistoryType
if ( !$Article->{HistoryType} ) {
# return internal server error
return {
ErrorMessage => "TicketUpdate: Article-> HistoryType is required and Sysconfig"
. " HistoryType setting could not be read!"
};
}
if ( !$Self->ValidateHistoryType( %{$Article} ) ) {
return {
ErrorCode => 'TicketUpdate.InvalidParameter',
ErrorMessage => "TicketUpdate: Article->HistoryType parameter is invalid!",
};
}
# check Article->HistoryComment
if ( !$Article->{HistoryComment} ) {
# return internal server error
return {
ErrorMessage => "TicketUpdate: Article->HistoryComment is required and Sysconfig"
. " HistoryComment setting could not be read!"
};
}
# get config object
my $ConfigObject = $Kernel::OM->Get('Kernel::Config');
# check Article->TimeUnit
# TimeUnit could be required or not depending on sysconfig option
if (
( !defined $Article->{TimeUnit} || !IsStringWithData( $Article->{TimeUnit} ) )
&& $ConfigObject->{'Ticket::Frontend::AccountTime'}
&& $ConfigObject->{'Ticket::Frontend::NeedAccountedTime'}
)
{
return {
ErrorCode => 'TicketUpdate.MissingParameter',
ErrorMessage => "TicketUpdate: Article->TimeUnit is required by sysconfig option!",
};
}
if ( $Article->{TimeUnit} ) {
if ( !$Self->ValidateTimeUnit( %{$Article} ) ) {
return {
ErrorCode => 'TicketUpdate.InvalidParameter',
ErrorMessage => "TicketUpdate: Article->TimeUnit parameter is invalid!",
};
}
}
# check Article->NoAgentNotify
if ( $Article->{NoAgentNotify} && $Article->{NoAgentNotify} ne '1' ) {
return {
ErrorCode => 'TicketUpdate.InvalidParameter',
ErrorMessage => "TicketUpdate: Article->NoAgent parameter is invalid!",
};
}
# check Article array parameters
for my $Attribute (
qw( ForceNotificationToUserID ExcludeNotificationToUserID ExcludeMuteNotificationToUserID )
)
{
if ( defined $Article->{$Attribute} ) {
# check structure
if ( IsHashRefWithData( $Article->{$Attribute} ) ) {
return {
ErrorCode => 'TicketUpdate.InvalidParameter',
ErrorMessage => "TicketUpdate: Article->$Attribute parameter is invalid!",
};
}
else {
if ( !IsArrayRefWithData( $Article->{$Attribute} ) ) {
$Article->{$Attribute} = [ $Article->{$Attribute} ];
}
for my $UserID ( @{ $Article->{$Attribute} } ) {
if ( !$Self->ValidateUserID( UserID => $UserID ) ) {
return {
ErrorCode => 'TicketUpdate.InvalidParameter',
ErrorMessage => "TicketUpdate: Article->$Attribute UserID=$UserID"
. " parameter is invalid!",
};
}
}
}
}
}
# if everything is OK then return Success
return {
Success => 1,
};
}
=head2 _CheckDynamicField()
checks if the given dynamic field parameter is valid.
my $DynamicFieldCheck = $OperationObject->_CheckDynamicField(
DynamicField => $DynamicField, # all dynamic field parameters
);
returns:
$DynamicFieldCheck = {
Success => 1, # if everything is OK
}
$DynamicFieldCheck = {
ErrorCode => 'Function.Error', # if error
ErrorMessage => 'Error description',
}
=cut
sub _CheckDynamicField {
my ( $Self, %Param ) = @_;
my $DynamicField = $Param{DynamicField};
my $ArticleData = $Param{Article};
my $Article;
if ( IsHashRefWithData($ArticleData) ) {
$Article = 1;
}
# check DynamicField item internally
for my $Needed (qw(Name Value)) {
if (
!defined $DynamicField->{$Needed}
|| ( !IsString( $DynamicField->{$Needed} ) && ref $DynamicField->{$Needed} ne 'ARRAY' )
)
{
return {
ErrorCode => 'TicketUpdate.MissingParameter',
ErrorMessage => "TicketUpdate: DynamicField->$Needed parameter is missing!",
};
}
}
# check DynamicField->Name
if ( !$Self->ValidateDynamicFieldName( %{$DynamicField} ) ) {
return {
ErrorCode => 'TicketUpdate.InvalidParameter',
ErrorMessage => "TicketUpdate: DynamicField->Name parameter is invalid!",
};
}
# check objectType for dynamic field
if (
!$Self->ValidateDynamicFieldObjectType(
%{$DynamicField},
Article => $Article,
)
)
{
return {
ErrorCode => 'TicketUpdate.MissingParameter',
ErrorMessage =>
"TicketUpdate: To create an article DynamicField an article is required!",
};
}
# check DynamicField->Value
if ( !$Self->ValidateDynamicFieldValue( %{$DynamicField} ) ) {
return {
ErrorCode => 'TicketUpdate.InvalidParameter',
ErrorMessage => "TicketUpdate: DynamicField->Value parameter is invalid!",
};
}
# if everything is OK then return Success
return {
Success => 1,
};
}
=head2 _CheckAttachment()
checks if the given attachment parameter is valid.
my $AttachmentCheck = $OperationObject->_CheckAttachment(
Attachment => $Attachment, # all attachment parameters
);
returns:
$AttachmentCheck = {
Success => 1, # if everything is OK
}
$AttachmentCheck = {
ErrorCode => 'Function.Error', # if error
ErrorMessage => 'Error description',
}
=cut
sub _CheckAttachment {
my ( $Self, %Param ) = @_;
my $Attachment = $Param{Attachment};
my $Article = $Param{Article};
# check if article is going to be created
if ( !IsHashRefWithData($Article) ) {
return {
ErrorCode => 'TicketUpdate.MissingParameter',
ErrorMessage => "TicketUpdate: To create an attachment an article is needed!",
};
}
# check attachment item internally
for my $Needed (qw(Content ContentType Filename)) {
if ( !IsStringWithData( $Attachment->{$Needed} ) ) {
return {
ErrorCode => 'TicketUpdate.MissingParameter',
ErrorMessage => "TicketUpdate: Attachment->$Needed parameter is missing!",
};
}
}
# check Article->ContentType
if ( $Attachment->{ContentType} ) {
$Attachment->{ContentType} = lc $Attachment->{ContentType};
# check Charset part
my $Charset = '';
if ( $Attachment->{ContentType} =~ /charset=/i ) {
$Charset = $Attachment->{ContentType};
$Charset =~ s/.+?charset=("|'|)(\w+)/$2/gi;
$Charset =~ s/"|'//g;
$Charset =~ s/(.+?);.*/$1/g;
}
if ( $Charset && !$Self->ValidateCharset( Charset => $Charset ) ) {
return {
ErrorCode => 'TicketUpdate.InvalidParameter',
ErrorMessage => "TicketUpdate: Attachment->ContentType is invalid!",
};
}
# check MimeType part
my $MimeType = '';
if ( $Attachment->{ContentType} =~ /^(\w+\/\w+)/i ) {
$MimeType = $1;
$MimeType =~ s/"|'//g;
}
if ( !$Self->ValidateMimeType( MimeType => $MimeType ) ) {
return {
ErrorCode => 'TicketUpdate.InvalidParameter',
ErrorMessage => "TicketUpdate: Attachment->ContentType is invalid!",
};
}
}
# if everything is OK then return Success
return {
Success => 1,
};
}
=head2 _CheckUpdatePermissions()
check if user has permissions to update ticket attributes.
my $Response = $OperationObject->_CheckUpdatePermissions(
TicketID => 123
Ticket => $Ticket, # all ticket parameters
Article => $Ticket, # all attachment parameters
DynamicField => $Ticket, # all dynamic field parameters
Attachment => $Ticket, # all attachment parameters
UserID => 123,
);
returns:
$Response = {
Success => 1, # if everything is OK
}
$Response = {
Success => 0,
ErrorCode => "function.error", # if error
ErrorMessage => "Error description"
}
=cut
sub _CheckUpdatePermissions {
my ( $Self, %Param ) = @_;
my $TicketID = $Param{TicketID};
my $Ticket = $Param{Ticket};
my $Article = $Param{Article};
my $DynamicFieldList = $Param{DynamicFieldList};
my $AttachmentList = $Param{AttachmentList};
# get ticket object
my $TicketObject = $Kernel::OM->Get('Kernel::System::Ticket');
# check Article permissions
if ( IsHashRefWithData($Article) ) {
my $Access = $TicketObject->TicketPermission(
Type => 'note',
TicketID => $TicketID,
UserID => $Param{UserID},
);
if ( !$Access ) {
return {
ErrorCode => 'TicketUpdate.AccessDenied',
ErrorMessage => "TicketUpdate: Does not have permissions to create new articles!",
};
}
}
# check dynamic field permissions
if ( IsArrayRefWithData($DynamicFieldList) ) {
my $Access = $TicketObject->TicketPermission(
Type => 'rw',
TicketID => $TicketID,
UserID => $Param{UserID},
);
if ( !$Access ) {
return {
ErrorCode => 'TicketUpdate.AccessDenied',
ErrorMessage => "TicketUpdate: Does not have permissions to update dynamic fields!",
};
}
}
# check queue permissions
if ( $Ticket->{Queue} || $Ticket->{QueueID} ) {
my $Access = $TicketObject->TicketPermission(
Type => 'move',
TicketID => $TicketID,
UserID => $Param{UserID},
);
if ( !$Access ) {
return {
ErrorCode => 'TicketUpdate.AccessDenied',
ErrorMessage => "TicketUpdate: Does not have permissions to update queue!",
};
}
}
# check owner permissions
if ( $Ticket->{Owner} || $Ticket->{OwnerID} ) {
my $Access = $TicketObject->TicketPermission(
Type => 'owner',
TicketID => $TicketID,
UserID => $Param{UserID},
);
if ( !$Access ) {
return {
ErrorCode => 'TicketUpdate.AccessDenied',
ErrorMessage => "TicketUpdate: Does not have permissions to update owner!",
};
}
}
# check responsible permissions
if ( $Ticket->{Responsible} || $Ticket->{ResponsibleID} ) {
my $Access = $TicketObject->TicketPermission(
Type => 'responsible',
TicketID => $TicketID,
UserID => $Param{UserID},
);
if ( !$Access ) {
return {
ErrorCode => 'TicketUpdate.AccessDenied',
ErrorMessage => "TicketUpdate: Does not have permissions to update responsibe!",
};
}
}
# check priority permissions
if ( $Ticket->{Priority} || $Ticket->{PriorityID} ) {
my $Access = $TicketObject->TicketPermission(
Type => 'priority',
TicketID => $TicketID,
UserID => $Param{UserID},
);
if ( !$Access ) {
return {
ErrorCode => 'TicketUpdate.AccessDenied',
ErrorMessage => "TicketUpdate: Does not have permissions to update priority!",
};
}
}
# check state permissions
if ( $Ticket->{State} || $Ticket->{StateID} ) {
# get State Data
my %StateData;
my $StateID;
# get state object
my $StateObject = $Kernel::OM->Get('Kernel::System::State');
if ( $Ticket->{StateID} ) {
$StateID = $Ticket->{StateID};
}
else {
$StateID = $StateObject->StateLookup(
State => $Ticket->{State},
);
}
%StateData = $StateObject->StateGet(
ID => $StateID,
);
my $Access = 1;
if ( $StateData{TypeName} =~ /^close/i ) {
$Access = $TicketObject->TicketPermission(
Type => 'close',
TicketID => $TicketID,
UserID => $Param{UserID},
);
}
# set pending time
elsif ( $StateData{TypeName} =~ /^pending/i ) {
$Access = $TicketObject->TicketPermission(
Type => 'close',
TicketID => $TicketID,
UserID => $Param{UserID},
);
}
if ( !$Access ) {
return {
ErrorCode => 'TicketUpdate.AccessDenied',
ErrorMessage => "TicketUpdate: Does not have permissions to update state!",
};
}
}
return {
Success => 1,
};
}
=head2 _TicketUpdate()
updates a ticket and creates an article and sets dynamic fields and attachments if specified.
my $Response = $OperationObject->_TicketUpdate(
TicketID => 123
Ticket => $Ticket, # all ticket parameters
Article => $Article, # all attachment parameters
DynamicField => $DynamicField, # all dynamic field parameters
Attachment => $Attachment, # all attachment parameters
UserID => 123,
UserType => 'Agent' # || 'Customer
);
returns:
$Response = {
Success => 1, # if everything is OK
Data => {
TicketID => 123,
TicketNumber => 'TN3422332',
ArticleID => 123, # if new article was created
}
}
$Response = {
Success => 0, # if unexpected error
ErrorMessage => "$Param{ErrorCode}: $Param{ErrorMessage}",
}
=cut
sub _TicketUpdate {
my ( $Self, %Param ) = @_;
my $TicketID = $Param{TicketID};
my $Ticket = $Param{Ticket};
my $Article = $Param{Article};
my $DynamicFieldList = $Param{DynamicFieldList};
my $AttachmentList = $Param{AttachmentList};
my $Access = $Self->_CheckUpdatePermissions(%Param);
# if no permissions return error
if ( !$Access->{Success} ) {
return $Self->ReturnError( %{$Access} );
}
my %CustomerUserData;
# get customer information
if ( $Ticket->{CustomerUser} ) {
%CustomerUserData = $Kernel::OM->Get('Kernel::System::CustomerUser')->CustomerUserDataGet(
User => $Ticket->{CustomerUser},
);
}
# get ticket object
my $TicketObject = $Kernel::OM->Get('Kernel::System::Ticket');
# get current ticket data
my %TicketData = $TicketObject->TicketGet(
TicketID => $TicketID,
DynamicFields => 0,
UserID => $Param{UserID},
);
# update ticket parameters
# update Ticket->Title
if (
defined $Ticket->{Title}
&& $Ticket->{Title} ne ''
&& $Ticket->{Title} ne $TicketData{Title}
)
{
my $Success = $TicketObject->TicketTitleUpdate(
Title => $Ticket->{Title},
TicketID => $TicketID,
UserID => $Param{UserID},
);
if ( !$Success ) {
return {
Success => 0,
Errormessage =>
'Ticket title could not be updated, please contact system administrator!',
};
}
}
# update Ticket->Queue
if ( $Ticket->{Queue} || $Ticket->{QueueID} ) {
my $Success;
if ( defined $Ticket->{Queue} && $Ticket->{Queue} ne $TicketData{Queue} ) {
$Success = $TicketObject->TicketQueueSet(
Queue => $Ticket->{Queue},
TicketID => $TicketID,
UserID => $Param{UserID},
);
}
elsif ( defined $Ticket->{QueueID} && $Ticket->{QueueID} ne $TicketData{QueueID} ) {
$Success = $TicketObject->TicketQueueSet(
QueueID => $Ticket->{QueueID},
TicketID => $TicketID,
UserID => $Param{UserID},
);
}
else {
# data is the same as in ticket nothing to do
$Success = 1;
}
if ( !$Success ) {
return {
Success => 0,
ErrorMessage =>
'Ticket queue could not be updated, please contact system administrator!',
};
}
}
# update Ticket->Lock
if ( $Ticket->{Lock} || $Ticket->{LockID} ) {
my $Success;
if ( defined $Ticket->{Lock} && $Ticket->{Lock} ne $TicketData{Lock} ) {
$Success = $TicketObject->TicketLockSet(
Lock => $Ticket->{Lock},
TicketID => $TicketID,
UserID => $Param{UserID},
);
}
elsif ( defined $Ticket->{LockID} && $Ticket->{LockID} ne $TicketData{LockID} ) {
$Success = $TicketObject->TicketLockSet(
LockID => $Ticket->{LockID},
TicketID => $TicketID,
UserID => $Param{UserID},
);
}
else {
# data is the same as in ticket nothing to do
$Success = 1;
}
if ( !$Success ) {
return {
Success => 0,
Errormessage =>
'Ticket lock could not be updated, please contact system administrator!',
};
}
}
# update Ticket->Type
if ( $Ticket->{Type} || $Ticket->{TypeID} ) {
my $Success;
if ( defined $Ticket->{Type} && $Ticket->{Type} ne $TicketData{Type} ) {
$Success = $TicketObject->TicketTypeSet(
Type => $Ticket->{Type},
TicketID => $TicketID,
UserID => $Param{UserID},
);
}
elsif ( defined $Ticket->{TypeID} && $Ticket->{TypeID} ne $TicketData{TypeID} )
{
$Success = $TicketObject->TicketTypeSet(
TypeID => $Ticket->{TypeID},
TicketID => $TicketID,
UserID => $Param{UserID},
);
}
else {
# data is the same as in ticket nothing to do
$Success = 1;
}
if ( !$Success ) {
return {
Success => 0,
Errormessage =>
'Ticket type could not be updated, please contact system administrator!',
};
}
}
# update Ticket>State
# depending on the state, might require to unlock ticket or enables pending time set
if ( $Ticket->{State} || $Ticket->{StateID} ) {
# get State Data
my %StateData;
my $StateID;
# get state object
my $StateObject = $Kernel::OM->Get('Kernel::System::State');
if ( $Ticket->{StateID} ) {
$StateID = $Ticket->{StateID};
}
else {
$StateID = $StateObject->StateLookup(
State => $Ticket->{State},
);
}
%StateData = $StateObject->StateGet(
ID => $StateID,
);
# force unlock if state type is close
if ( $StateData{TypeName} =~ /^close/i ) {
# set lock
$TicketObject->TicketLockSet(
TicketID => $TicketID,
Lock => 'unlock',
UserID => $Param{UserID},
);
}
# set pending time
elsif ( $StateData{TypeName} =~ /^pending/i ) {
# set pending time
if ( defined $Ticket->{PendingTime} ) {
my $Success = $TicketObject->TicketPendingTimeSet(
UserID => $Param{UserID},
TicketID => $TicketID,
%{ $Ticket->{PendingTime} },
);
if ( !$Success ) {
return {
Success => 0,
Errormessage =>
'Ticket pendig time could not be updated, please contact system'
. ' administrator!',
};
}
}
else {
return $Self->ReturnError(
ErrorCode => 'TicketUpdate.MissingParameter',
ErrorMessage => 'Can\'t set a ticket on a pending state without pendig time!'
);
}
}
my $Success;
if ( defined $Ticket->{State} && $Ticket->{State} ne $TicketData{State} ) {
$Success = $TicketObject->TicketStateSet(
State => $Ticket->{State},
TicketID => $TicketID,
UserID => $Param{UserID},
);
}
elsif ( defined $Ticket->{StateID} && $Ticket->{StateID} ne $TicketData{StateID} )
{
$Success = $TicketObject->TicketStateSet(
StateID => $Ticket->{StateID},
TicketID => $TicketID,
UserID => $Param{UserID},
);
}
else {
# data is the same as in ticket nothing to do
$Success = 1;
}
if ( !$Success ) {
return {
Success => 0,
Errormessage =>
'Ticket state could not be updated, please contact system administrator!',
};
}
}
# update Ticket->Service
# this might reset SLA if current SLA is not available for the new service
if ( $Ticket->{Service} || $Ticket->{ServiceID} ) {
# check if ticket has a SLA assigned
if ( $TicketData{SLAID} ) {
# check if old SLA is still valid
if (
!$Self->ValidateSLA(
SLAID => $TicketData{SLAID},
Service => $Ticket->{Service} || '',
ServiceID => $Ticket->{ServiceID} || '',
)
)
{
# remove current SLA if is not compatible with new service
my $Success = $TicketObject->TicketSLASet(
SLAID => '',
TicketID => $TicketID,
UserID => $Param{UserID},
);
}
}
my $Success;
# prevent comparison errors on undefined values
if ( !defined $TicketData{Service} ) {
$TicketData{Service} = '';
}
if ( !defined $TicketData{ServiceID} ) {
$TicketData{ServiceID} = '';
}
if ( defined $Ticket->{Service} && $Ticket->{Service} ne $TicketData{Service} ) {
$Success = $TicketObject->TicketServiceSet(
Service => $Ticket->{Service},
TicketID => $TicketID,
UserID => $Param{UserID},
);
}
elsif ( defined $Ticket->{ServiceID} && $Ticket->{ServiceID} ne $TicketData{ServiceID} )
{
$Success = $TicketObject->TicketServiceSet(
ServiceID => $Ticket->{ServiceID},
TicketID => $TicketID,
UserID => $Param{UserID},
);
}
else {
# data is the same as in ticket nothing to do
$Success = 1;
}
if ( !$Success ) {
return {
Success => 0,
Errormessage =>
'Ticket service could not be updated, please contact system administrator!',
};
}
}
# update Ticket->SLA
if ( $Ticket->{SLA} || $Ticket->{SLAID} ) {
my $Success;
# prevent comparison errors on undefined values
if ( !defined $TicketData{SLA} ) {
$TicketData{SLA} = '';
}
if ( !defined $TicketData{SLAID} ) {
$TicketData{SLAID} = '';
}
if ( defined $Ticket->{SLA} && $Ticket->{SLA} ne $TicketData{SLA} ) {
$Success = $TicketObject->TicketSLASet(
SLA => $Ticket->{SLA},
TicketID => $TicketID,
UserID => $Param{UserID},
);
}
elsif ( defined $Ticket->{SLAID} && $Ticket->{SLAID} ne $TicketData{SLAID} )
{
$Success = $TicketObject->TicketSLASet(
SLAID => $Ticket->{SLAID},
TicketID => $TicketID,
UserID => $Param{UserID},
);
}
else {
# data is the same as in ticket nothing to do
$Success = 1;
}
if ( !$Success ) {
return {
Success => 0,
Errormessage =>
'Ticket SLA could not be updated, please contact system administrator!',
};
}
}
# update Ticket->CustomerUser && Ticket->CustomerID
if ( $Ticket->{CustomerUser} || $Ticket->{CustomerID} ) {
# set values to empty if they are not defined
$TicketData{CustomerUserID} = $TicketData{CustomerUserID} || '';
$TicketData{CustomerID} = $TicketData{CustomerID} || '';
$Ticket->{CustomerUser} = $Ticket->{CustomerUser} || '';
$Ticket->{CustomerID} = $Ticket->{CustomerID} || '';
my $Success;
if (
$Ticket->{CustomerUser} ne $TicketData{CustomerUserID}
|| $Ticket->{CustomerID} ne $TicketData{CustomerID}
)
{
my $CustomerID = $CustomerUserData{UserCustomerID} || '';
# use user defined CustomerID if defined
if ( defined $Ticket->{CustomerID} && $Ticket->{CustomerID} ne '' ) {
$CustomerID = $Ticket->{CustomerID};
}
$Success = $TicketObject->TicketCustomerSet(
No => $CustomerID,
User => $Ticket->{CustomerUser},
TicketID => $TicketID,
UserID => $Param{UserID},
);
}
else {
# data is the same as in ticket nothing to do
$Success = 1;
}
if ( !$Success ) {
return {
Success => 0,
Errormessage =>
'Ticket customer user could not be updated, please contact system administrator!',
};
}
}
# update Ticket->Priority
if ( $Ticket->{Priority} || $Ticket->{PriorityID} ) {
my $Success;
if ( defined $Ticket->{Priority} && $Ticket->{Priority} ne $TicketData{Priority} ) {
$Success = $TicketObject->TicketPrioritySet(
Priority => $Ticket->{Priority},
TicketID => $TicketID,
UserID => $Param{UserID},
);
}
elsif ( defined $Ticket->{PriorityID} && $Ticket->{PriorityID} ne $TicketData{PriorityID} )
{
$Success = $TicketObject->TicketPrioritySet(
PriorityID => $Ticket->{PriorityID},
TicketID => $TicketID,
UserID => $Param{UserID},
);
}
else {
# data is the same as in ticket nothing to do
$Success = 1;
}
if ( !$Success ) {
return {
Success => 0,
Errormessage =>
'Ticket priority could not be updated, please contact system administrator!',
};
}
}
my $UnlockOnAway = 1;
# update Ticket->Owner
if ( $Ticket->{Owner} || $Ticket->{OwnerID} ) {
my $Success;
if ( defined $Ticket->{Owner} && $Ticket->{Owner} ne $TicketData{Owner} ) {
$Success = $TicketObject->TicketOwnerSet(
NewUser => $Ticket->{Owner},
TicketID => $TicketID,
UserID => $Param{UserID},
);
$UnlockOnAway = 0;
}
elsif ( defined $Ticket->{OwnerID} && $Ticket->{OwnerID} ne $TicketData{OwnerID} )
{
$Success = $TicketObject->TicketOwnerSet(
NewUserID => $Ticket->{OwnerID},
TicketID => $TicketID,
UserID => $Param{UserID},
);
$UnlockOnAway = 0;
}
else {
# data is the same as in ticket nothing to do
$Success = 1;
}
if ( !$Success ) {
return {
Success => 0,
Errormessage =>
'Ticket owner could not be updated, please contact system administrator!',
};
}
}
# update Ticket->Responsible
if ( $Ticket->{Responsible} || $Ticket->{ResponsibleID} ) {
my $Success;
if (
defined $Ticket->{Responsible}
&& $Ticket->{Responsible} ne $TicketData{Responsible}
)
{
$Success = $TicketObject->TicketResponsibleSet(
NewUser => $Ticket->{Responsible},
TicketID => $TicketID,
UserID => $Param{UserID},
);
}
elsif (
defined $Ticket->{ResponsibleID}
&& $Ticket->{ResponsibleID} ne $TicketData{ResponsibleID}
)
{
$Success = $TicketObject->TicketResponsibleSet(
NewUserID => $Ticket->{ResponsibleID},
TicketID => $TicketID,
UserID => $Param{UserID},
);
}
else {
# data is the same as in ticket nothing to do
$Success = 1;
}
if ( !$Success ) {
return {
Success => 0,
Errormessage =>
'Ticket responsible could not be updated, please contact system administrator!',
};
}
}
my $ArticleID;
if ( IsHashRefWithData($Article) ) {
# set Article From
my $From;
if ( $Article->{From} ) {
$From = $Article->{From};
}
elsif ( $Param{UserType} eq 'Customer' ) {
# use data from customer user (if customer user is in database)
if ( IsHashRefWithData( \%CustomerUserData ) ) {
$From = '"'
. $CustomerUserData{UserFullname} . '"'
. ' <' . $CustomerUserData{UserEmail} . '>';
}
# otherwise use customer user as sent from the request (it should be an email)
else {
$From = $Ticket->{CustomerUser};
}
}
else {
my %UserData = $Kernel::OM->Get('Kernel::System::User')->GetUserData(
UserID => $Param{UserID},
);
$From = $UserData{UserFullname};
}
# Set Article To, Cc, Bcc.
my ( $To, $Cc, $Bcc );
if ( $Article->{To} ) {
$To = $Article->{To};
}
if ( $Article->{Cc} ) {
$Cc = $Article->{Cc};
}
if ( $Article->{Bcc} ) {
$Bcc = $Article->{Bcc};
}
# Fallback for To
if ( !$To && $Article->{CommunicationChannel} eq 'Email' ) {
# Use data from customer user (if customer user is in database).
if ( IsHashRefWithData( \%CustomerUserData ) ) {
$To = '"' . $CustomerUserData{UserFullname} . '"'
. ' <' . $CustomerUserData{UserEmail} . '>';
}
# Otherwise use customer user as sent from the request (it should be an email).
else {
$To = $Ticket->{CustomerUser} // $TicketData{CustomerUserID};
}
}
if ( !$Article->{CommunicationChannel} ) {
my %CommunicationChannel = $Kernel::OM->Get('Kernel::System::CommunicationChannel')->ChannelGet(
ChannelID => $Article->{CommunicationChannelID},
);
$Article->{CommunicationChannel} = $CommunicationChannel{ChannelName};
}
my $ArticleBackendObject = $Kernel::OM->Get('Kernel::System::Ticket::Article')->BackendForChannel(
ChannelName => $Article->{CommunicationChannel},
);
my $PlainBody = $Article->{Body};
# Convert article body to plain text, if HTML content was supplied. This is necessary since auto response code
# expects plain text content. Please see bug#13397 for more information.
if ( $Article->{ContentType} =~ /text\/html/i || $Article->{MimeType} =~ /text\/html/i ) {
$PlainBody = $Kernel::OM->Get('Kernel::System::HTMLUtils')->ToAscii(
String => $Article->{Body},
);
}
# Create article.
$ArticleID = $ArticleBackendObject->ArticleCreate(
NoAgentNotify => $Article->{NoAgentNotify} || 0,
TicketID => $TicketID,
SenderTypeID => $Article->{SenderTypeID} || '',
SenderType => $Article->{SenderType} || '',
IsVisibleForCustomer => $Article->{IsVisibleForCustomer},
From => $From,
To => $To,
Cc => $Cc,
Bcc => $Bcc,
Subject => $Article->{Subject},
Body => $Article->{Body},
MimeType => $Article->{MimeType} || '',
Charset => $Article->{Charset} || '',
ContentType => $Article->{ContentType} || '',
UserID => $Param{UserID},
HistoryType => $Article->{HistoryType},
HistoryComment => $Article->{HistoryComment} || '%%',
AutoResponseType => $Article->{AutoResponseType},
UnlockOnAway => $UnlockOnAway,
OrigHeader => {
From => $From,
To => $To,
Subject => $Article->{Subject},
Body => $PlainBody,
},
);
if ( !$ArticleID ) {
return {
Success => 0,
ErrorMessage =>
'Article could not be created, please contact the system administrator'
};
}
# time accounting
if ( $Article->{TimeUnit} ) {
$TicketObject->TicketAccountTime(
TicketID => $TicketID,
ArticleID => $ArticleID,
TimeUnit => $Article->{TimeUnit},
UserID => $Param{UserID},
);
}
}
# set dynamic fields
for my $DynamicField ( @{$DynamicFieldList} ) {
my $Result = $Self->SetDynamicFieldValue(
%{$DynamicField},
TicketID => $TicketID,
ArticleID => $ArticleID || '',
UserID => $Param{UserID},
);
if ( !$Result->{Success} ) {
my $ErrorMessage =
$Result->{ErrorMessage} || "Dynamic Field $DynamicField->{Name} could not be set,"
. " please contact the system administrator";
return {
Success => 0,
ErrorMessage => $ErrorMessage,
};
}
}
# set attachments
for my $Attachment ( @{$AttachmentList} ) {
my $Result = $Self->CreateAttachment(
Attachment => $Attachment,
TicketID => $TicketID,
ArticleID => $ArticleID || '',
UserID => $Param{UserID}
);
if ( !$Result->{Success} ) {
my $ErrorMessage =
$Result->{ErrorMessage} || "Attachment could not be created, please contact the "
. " system administrator";
return {
Success => 0,
ErrorMessage => $ErrorMessage,
};
}
}
# get web service configuration
my $Webservice = $Kernel::OM->Get('Kernel::System::GenericInterface::Webservice')->WebserviceGet(
ID => $Self->{WebserviceID},
);
my $IncludeTicketData;
# Get operation config, if operation name was supplied.
if ( $Self->{Operation} ) {
my $OperationConfig = $Webservice->{Config}->{Provider}->{Operation}->{ $Self->{Operation} };
$IncludeTicketData = $OperationConfig->{IncludeTicketData};
}
if ( !$IncludeTicketData ) {
if ($ArticleID) {
return {
Success => 1,
Data => {
TicketID => $TicketID,
TicketNumber => $TicketData{TicketNumber},
ArticleID => $ArticleID,
},
};
}
return {
Success => 1,
Data => {
TicketID => $TicketID,
TicketNumber => $TicketData{TicketNumber},
},
};
}
# get updated TicketData
%TicketData = ();
%TicketData = $TicketObject->TicketGet(
TicketID => $TicketID,
DynamicFields => 1,
UserID => $Param{UserID},
);
# extract all dynamic fields from main ticket hash.
my %TicketDynamicFields;
TICKETATTRIBUTE:
for my $TicketAttribute ( sort keys %TicketData ) {
if ( $TicketAttribute =~ m{\A DynamicField_(.*) \z}msx ) {
$TicketDynamicFields{$1} = {
Name => $1,
Value => $TicketData{$TicketAttribute},
};
delete $TicketData{$TicketAttribute};
}
}
# add dynamic fields as array into 'DynamicField' hash key if any
if (%TicketDynamicFields) {
$TicketData{DynamicField} = [ sort { $a->{Name} cmp $b->{Name} } values %TicketDynamicFields ];
}
# get last ArticleID
my $ArticleObject = $Kernel::OM->Get('Kernel::System::Ticket::Article');
my $ArticleBackendObject = $ArticleObject->BackendForArticle(
ArticleID => $ArticleID,
TicketID => $TicketID
);
my @Articles = $ArticleObject->ArticleList(
TicketID => $TicketID,
OnlyLast => 1,
);
my $LastArticleID = $Articles[0]->{ArticleID};
# return ticket data if we have no article data
if ( !$ArticleID && !$LastArticleID ) {
return {
Success => 1,
Data => {
TicketID => $TicketID,
TicketNumber => $TicketData{TicketNumber},
Ticket => \%TicketData,
},
};
}
# get Article and ArticleAttachement
my %ArticleData = $ArticleBackendObject->ArticleGet(
ArticleID => $ArticleID || $LastArticleID,
DynamicFields => 1,
TicketID => $TicketID,
);
# prepare Article DynamicFields
my @ArticleDynamicFields;
# remove all dynamic fields from main ticket hash and set them into an array.
ARTICLEATTRIBUTE:
for my $ArticleAttribute ( sort keys %ArticleData ) {
if ( $ArticleAttribute =~ m{\A DynamicField_(.*) \z}msx ) {
if ( !exists $TicketDynamicFields{$1} ) {
push @ArticleDynamicFields, {
Name => $1,
Value => $ArticleData{$ArticleAttribute},
};
}
delete $ArticleData{$ArticleAttribute};
}
}
# add dynamic fields array into 'DynamicField' hash key if any
if (@ArticleDynamicFields) {
$ArticleData{DynamicField} = \@ArticleDynamicFields;
}
# add attachment if the request includes attachments
if ( IsArrayRefWithData($AttachmentList) ) {
my %AttachmentIndex = $ArticleBackendObject->ArticleAttachmentIndex(
ArticleID => $ArticleData{ArticleID},
);
my @Attachments;
$Kernel::OM->Get('Kernel::System::Main')->Require('MIME::Base64');
ATTACHMENT:
for my $FileID ( sort keys %AttachmentIndex ) {
next ATTACHMENT if !$FileID;
my %Attachment = $ArticleBackendObject->ArticleAttachment(
ArticleID => $ArticleData{ArticleID},
FileID => $FileID,
);
next ATTACHMENT if !IsHashRefWithData( \%Attachment );
# convert content to base64, but prevent 76 chars brake, see bug#14500.
$Attachment{Content} = MIME::Base64::encode_base64( $Attachment{Content}, '' );
push @Attachments, {%Attachment};
}
# set Attachments data
if (@Attachments) {
$ArticleData{Attachment} = \@Attachments;
}
}
$TicketData{Article} = \%ArticleData;
# return ticket data and article data
return {
Success => 1,
Data => {
TicketID => $TicketID,
TicketNumber => $TicketData{TicketNumber},
ArticleID => $ArticleData{ArticleID},
Ticket => \%TicketData,
},
};
}
1;
=end Internal:
=head1 TERMS AND CONDITIONS
This software is part of the OTRS project (L).
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 L.
=cut