/usr/share/otrs/Kernel/Modules/AgentTicketMerge.pm is in otrs2 6.0.5-1.
This file is owned by root:root, with mode 0o644.
The actual contents of the file can be viewed below.
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# Copyright (C) 2001-2018 OTRS AG, http://otrs.com/
# --
# This software comes with ABSOLUTELY NO WARRANTY. For details, see
# the enclosed file COPYING for license information (AGPL). If you
# did not receive this file, see http://www.gnu.org/licenses/agpl.txt.
# --
package Kernel::Modules::AgentTicketMerge;
use strict;
use warnings;
use Kernel::System::VariableCheck qw(:all);
use Kernel::Language qw(Translatable);
use Mail::Address;
our $ObjectManagerDisabled = 1;
sub new {
my ( $Type, %Param ) = @_;
my $Self = {%Param};
bless( $Self, $Type );
return $Self;
}
sub Run {
my ( $Self, %Param ) = @_;
my $Output;
my %Error;
my %GetParam;
my $LayoutObject = $Kernel::OM->Get('Kernel::Output::HTML::Layout');
if ( !$Self->{TicketID} ) {
return $LayoutObject->ErrorScreen(
Message => Translatable('No TicketID is given!'),
Comment => Translatable('Please contact the administrator.'),
);
}
my $ConfigObject = $Kernel::OM->Get('Kernel::Config');
my $TicketObject = $Kernel::OM->Get('Kernel::System::Ticket');
# get config param
my $Config = $ConfigObject->Get("Ticket::Frontend::$Self->{Action}");
# check permissions
my $Access = $TicketObject->TicketPermission(
Type => $Config->{Permission},
TicketID => $Self->{TicketID},
UserID => $Self->{UserID}
);
# error screen, don't show ticket
if ( !$Access ) {
return $LayoutObject->NoPermission( WithHeader => 'yes' );
}
# get ACL restrictions
my %PossibleActions = ( 1 => $Self->{Action} );
my $ACL = $TicketObject->TicketAcl(
Data => \%PossibleActions,
Action => $Self->{Action},
TicketID => $Self->{TicketID},
ReturnType => 'Action',
ReturnSubType => '-',
UserID => $Self->{UserID},
);
my %AclAction = $TicketObject->TicketAclActionData();
# check if ACL restrictions exist
if ( $ACL || IsHashRefWithData( \%AclAction ) ) {
my %AclActionLookup = reverse %AclAction;
# show error screen if ACL prohibits this action
if ( !$AclActionLookup{ $Self->{Action} } ) {
return $LayoutObject->NoPermission( WithHeader => 'yes' );
}
}
# get ticket data
my %Ticket = $TicketObject->TicketGet( TicketID => $Self->{TicketID} );
# get lock state && write (lock) permissions
if ( $Config->{RequiredLock} ) {
if ( !$TicketObject->TicketLockGet( TicketID => $Self->{TicketID} ) ) {
$TicketObject->TicketLockSet(
TicketID => $Self->{TicketID},
Lock => 'lock',
UserID => $Self->{UserID}
);
if (
$TicketObject->TicketOwnerSet(
TicketID => $Self->{TicketID},
UserID => $Self->{UserID},
NewUserID => $Self->{UserID},
)
)
{
# show lock state
$LayoutObject->Block(
Name => 'PropertiesLock',
Data => {
%Param,
TicketID => $Self->{TicketID},
},
);
}
}
else {
my $AccessOk = $TicketObject->OwnerCheck(
TicketID => $Self->{TicketID},
OwnerID => $Self->{UserID},
);
if ( !$AccessOk ) {
my $Output = $LayoutObject->Header(
Value => $Ticket{Number},
Type => 'Small',
BodyClass => 'Popup',
);
$Output .= $LayoutObject->Warning(
Message => Translatable('Sorry, you need to be the ticket owner to perform this action.'),
Comment => Translatable('Please change the owner first.'),
);
$Output .= $LayoutObject->Footer(
Type => 'Small',
);
return $Output;
}
# show back link
$LayoutObject->Block(
Name => 'TicketBack',
Data => { %Param, TicketID => $Self->{TicketID} },
);
}
}
else {
# show back link
$LayoutObject->Block(
Name => 'TicketBack',
Data => { %Param, TicketID => $Self->{TicketID} },
);
}
# merge action
if ( $Self->{Subaction} eq 'Merge' ) {
# challenge token check for write action
$LayoutObject->ChallengeTokenCheck();
# get all parameters
for my $Parameter (qw( From To Subject Body InformSender MainTicketNumber )) {
$GetParam{$Parameter} = $Kernel::OM->Get('Kernel::System::Web::Request')->GetParam( Param => $Parameter )
|| '';
}
# rewrap body if no rich text is used
if ( $GetParam{Body} && !$LayoutObject->{BrowserRichText} ) {
$GetParam{Body} = $LayoutObject->WrapPlainText(
MaxCharacters => $ConfigObject->Get('Ticket::Frontend::TextAreaNote'),
PlainText => $GetParam{Body},
);
}
# get check item object
my $CheckItemObject = $Kernel::OM->Get('Kernel::System::CheckItem');
# removing blank spaces from the ticket number
$CheckItemObject->StringClean(
StringRef => \$GetParam{'MainTicketNumber'},
TrimLeft => 1,
TrimRight => 1,
);
# check some stuff
my $MainTicketID = $TicketObject->TicketIDLookup(
TicketNumber => $GetParam{'MainTicketNumber'},
);
# check if source and target TicketID are the same (bug#8667)
if ( $MainTicketID && $MainTicketID == $Self->{TicketID} ) {
$LayoutObject->FatalError(
Message => Translatable('Can\'t merge ticket with itself!'),
);
}
# check for errors
if ( !$MainTicketID ) {
$Error{'MainTicketNumberInvalid'} = 'ServerError';
}
if ( $GetParam{InformSender} ) {
for my $Parameter (qw( To Subject Body )) {
if ( !$GetParam{$Parameter} ) {
$Error{ $Parameter . 'Invalid' } = 'ServerError';
}
}
# check forward email address(es)
if ( $GetParam{To} ) {
for my $Email ( Mail::Address->parse( $GetParam{To} ) ) {
my $Address = $Email->address();
if (
$Kernel::OM->Get('Kernel::System::SystemAddress')
->SystemAddressIsLocalAddress( Address => $Address )
)
{
$LayoutObject->Block( Name => 'ToCustomerGenericServerErrorMsg' );
$Error{'ToInvalid'} = 'ServerError';
}
# check email address
elsif ( !$CheckItemObject->CheckEmail( Address => $Address ) ) {
my $ToErrorMsg =
'To'
. $CheckItemObject->CheckErrorType()
. 'ServerErrorMsg';
$LayoutObject->Block( Name => $ToErrorMsg );
$Error{'ToInvalid'} = 'ServerError';
}
}
}
else {
$LayoutObject->Block( Name => 'ToCustomerGenericServerErrorMsg' );
}
}
if (%Error) {
my $Output = $LayoutObject->Header(
Type => 'Small',
BodyClass => 'Popup',
);
# add rich text editor
if ( $LayoutObject->{BrowserRichText} ) {
# use height/width defined for this screen
$Param{RichTextHeight} = $Config->{RichTextHeight} || 0;
$Param{RichTextWidth} = $Config->{RichTextWidth} || 0;
# set up rich text editor
$LayoutObject->SetRichTextParameters(
Data => \%Param,
);
}
$Param{InformSenderChecked} = $GetParam{InformSender} ? 'checked="checked"' : '';
$Output .= $LayoutObject->Output(
TemplateFile => 'AgentTicketMerge',
Data => { %Param, %GetParam, %Ticket, %Error },
);
$Output .= $LayoutObject->Footer(
Type => 'Small',
);
return $Output;
}
# challenge token check for write action
$LayoutObject->ChallengeTokenCheck();
# check permissions
my $Access = $TicketObject->TicketPermission(
Type => $Config->{Permission},
TicketID => $MainTicketID,
UserID => $Self->{UserID},
);
# error screen, don't show ticket
if ( !$Access ) {
return $LayoutObject->NoPermission( WithHeader => 'yes' );
}
# check errors
if (
$Self->{TicketID} == $MainTicketID
|| !$TicketObject->TicketMerge(
MainTicketID => $MainTicketID,
MergeTicketID => $Self->{TicketID},
UserID => $Self->{UserID},
)
)
{
my $Output = $LayoutObject->Header(
Type => 'Small',
BodyClass => 'Popup',
);
# add rich text editor
if ( $LayoutObject->{BrowserRichText} ) {
# use height/width defined for this screen
$Param{RichTextHeight} = $Config->{RichTextHeight} || 0;
$Param{RichTextWidth} = $Config->{RichTextWidth} || 0;
# set up rich text editor
$LayoutObject->SetRichTextParameters(
Data => \%Param,
);
}
$Output .= $LayoutObject->Output(
TemplateFile => 'AgentTicketMerge',
Data => { %Param, %Ticket },
);
$Output .= $LayoutObject->Footer(
Type => 'Small',
);
return $Output;
}
else {
# send customer info?
if ( $GetParam{InformSender} ) {
my $MimeType = 'text/plain';
if ( $LayoutObject->{BrowserRichText} ) {
$MimeType = 'text/html';
# verify html document
$GetParam{Body} = $LayoutObject->RichTextDocumentComplete(
String => $GetParam{Body},
);
}
my %Ticket = $TicketObject->TicketGet( TicketID => $Self->{TicketID} );
$GetParam{Body} =~ s/(<|<)OTRS_TICKET(>|>)/$Ticket{TicketNumber}/g;
$GetParam{Body}
=~ s/(<|<)OTRS_MERGE_TO_TICKET(>|>)/$GetParam{'MainTicketNumber'}/g;
my $EmailArticleBackendObject = $Kernel::OM->Get('Kernel::System::Ticket::Article')->BackendForChannel(
ChannelName => 'Email',
);
my $ArticleID = $EmailArticleBackendObject->ArticleSend(
TicketID => $Self->{TicketID},
SenderType => 'agent',
IsVisibleForCustomer => 1,
HistoryType => 'SendAnswer',
HistoryComment => "Merge info to '$GetParam{To}'.",
From => $GetParam{From},
Email => $GetParam{Email},
To => $GetParam{To},
Subject => $GetParam{Subject},
UserID => $Self->{UserID},
Body => $GetParam{Body},
Charset => $LayoutObject->{UserCharset},
MimeType => $MimeType,
);
if ( !$ArticleID ) {
# error page
return $LayoutObject->ErrorScreen();
}
}
# redirect to merged ticket
return $LayoutObject->PopupClose(
URL => "Action=AgentTicketZoom;TicketID=$MainTicketID",
);
}
}
else {
my $ArticleObject = $Kernel::OM->Get('Kernel::System::Ticket::Article');
# Get last customer article.
my @Articles = $ArticleObject->ArticleList(
TicketID => $Self->{TicketID},
SenderType => 'customer',
OnlyLast => 1,
);
# If the ticket has no customer article, get the last agent article.
if ( !@Articles ) {
@Articles = $ArticleObject->ArticleList(
TicketID => $Self->{TicketID},
SenderType => 'agent',
OnlyLast => 1,
);
}
# Finally, if everything failed, get latest article.
if ( !@Articles ) {
@Articles = $ArticleObject->ArticleList(
TicketID => $Self->{TicketID},
OnlyLast => 1,
);
}
my %Article;
for my $Article (@Articles) {
%Article = $ArticleObject->BackendForArticle( %{$Article} )->ArticleGet(
%{$Article},
DynamicFields => 1,
);
}
# merge box
my $Output = $LayoutObject->Header(
Value => $Ticket{TicketNumber},
Type => 'Small',
BodyClass => 'Popup',
);
# prepare salutation
my $TemplateGenerator = $Kernel::OM->Get('Kernel::System::TemplateGenerator');
my $Salutation = $TemplateGenerator->Salutation(
TicketID => $Self->{TicketID},
ArticleID => $Article{ArticleID},
Data => {%Article},
UserID => $Self->{UserID},
);
# prepare signature
my $Signature = $TemplateGenerator->Signature(
TicketID => $Self->{TicketID},
ArticleID => $Article{ArticleID},
Data => {%Article},
UserID => $Self->{UserID},
);
# prepare subject ...
$Article{Subject} = $TicketObject->TicketSubjectBuild(
TicketNumber => $Ticket{TicketNumber},
Subject => $Article{Subject} || '',
);
# prepare from ...
$Article{To} = $Article{From};
my %Address = $Kernel::OM->Get('Kernel::System::Queue')->GetSystemAddress( QueueID => $Ticket{QueueID} );
$Article{From} = "$Address{RealName} <$Address{Email}>";
# add salutation and signature to body
if ( $LayoutObject->{BrowserRichText} ) {
my $Body = $LayoutObject->Ascii2RichText(
String => $ConfigObject->Get('Ticket::Frontend::MergeText'),
);
$Article{Body} = $Salutation
. '<br/><br/>'
. $Body
. '<br/><br/>'
. $Signature;
}
else {
$Article{Body} = $Salutation
. "\n\n"
. $ConfigObject->Get('Ticket::Frontend::MergeText')
. "\n\n"
. $Signature;
}
# add rich text editor
if ( $LayoutObject->{BrowserRichText} ) {
# use height/width defined for this screen
$Param{RichTextHeight} = $Config->{RichTextHeight} || 0;
$Param{RichTextWidth} = $Config->{RichTextWidth} || 0;
# set up rich text editor
$LayoutObject->SetRichTextParameters(
Data => \%Param,
);
}
$Output .= $LayoutObject->Output(
TemplateFile => 'AgentTicketMerge',
Data => { %Param, %Ticket, %Article, }
);
$Output .= $LayoutObject->Footer(
Type => 'Small',
);
return $Output;
}
}
1;
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