Kernel/Modules/AgentTicketMerge.pm

# --
# 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::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} ) ) {

            my $Lock = $TicketObject->TicketLockSet(
                TicketID => $Self->{TicketID},
                Lock     => 'lock',
                UserID   => $Self->{UserID}
            );

            # Set new owner if ticket owner is different then logged user.
            if ( $Lock && ( $Ticket{OwnerID} != $Self->{UserID} ) ) {

                # Remember previous owner, which will be used to restore ticket owner on undo action.
                $Param{PreviousOwner} = $Ticket{OwnerID};

                my $Success = $TicketObject->TicketOwnerSet(
                    TicketID  => $Self->{TicketID},
                    UserID    => $Self->{UserID},
                    NewUserID => $Self->{UserID},
                );

                # Show lock state.
                if ($Success) {
                    $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' );
        }

        my $TicketMergeResult = $TicketObject->TicketMerge(
            MainTicketID  => $MainTicketID,
            MergeTicketID => $Self->{TicketID},
            UserID        => $Self->{UserID},
        );

        # check errors
        if (
            $Self->{TicketID} == $MainTicketID
            || !$TicketMergeResult
            || $TicketMergeResult eq 'NoValidMergeStates'
            )
        {
            my $Output = $LayoutObject->Header(
                Type      => 'Small',
                BodyClass => 'Popup',
            );

            if ( $TicketMergeResult eq 'NoValidMergeStates' ) {
                $Output .= $LayoutObject->Notify(
                    Priority => 'Error',
                    Info     => 'No merge state found! Please add a valid merge state before merge action.',
                );
            }

            # 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} );
                $GetParam{Body} =~ s/(&lt;|<)OTRS_TICKET(&gt;|>)/$Ticket{TicketNumber}/g;
                $GetParam{Body}
                    =~ s/(&lt;|<)OTRS_MERGE_TO_TICKET(&gt;|>)/$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;