# --
# Kernel/System/Ticket.pm - all ticket functions
# Copyright (C) 2001-2011 OTRS AG, http://otrs.org/
# --
# $Id: Ticket.pm,v 1.488.2.16 2011/07/18 08:56:51 martin Exp $
# --
# 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::System::Ticket;

use strict;
use warnings;

use File::Path;
use Kernel::System::Ticket::Article;
use Kernel::System::Type;
use Kernel::System::State;
use Kernel::System::Priority;
use Kernel::System::Service;
use Kernel::System::SLA;
use Kernel::System::Lock;
use Kernel::System::Queue;
use Kernel::System::User;
use Kernel::System::Group;
use Kernel::System::Cache;
use Kernel::System::CustomerUser;
use Kernel::System::CustomerGroup;
use Kernel::System::Email;
use Kernel::System::Valid;
use Kernel::System::CacheInternal;
use Kernel::System::LinkObject;
use Kernel::System::EventHandler;

use vars qw(@ISA $VERSION);
$VERSION = qw($Revision: 1.488.2.16 $) [1];

=head1 NAME

Kernel::System::Ticket - ticket lib

=head1 SYNOPSIS

All ticket functions.

=head1 PUBLIC INTERFACE

=over 4

=cut

=item new()

create an object

    use Kernel::Config;
    use Kernel::System::Encode;
    use Kernel::System::Log;
    use Kernel::System::Time;
    use Kernel::System::Main;
    use Kernel::System::DB;
    use Kernel::System::Ticket;

    my $ConfigObject = Kernel::Config->new();
    my $EncodeObject = Kernel::System::Encode->new(
        ConfigObject => $ConfigObject,
    );
    my $LogObject = Kernel::System::Log->new(
        ConfigObject => $ConfigObject,
        EncodeObject => $EncodeObject,
    );
    my $TimeObject = Kernel::System::Time->new(
        ConfigObject => $ConfigObject,
        LogObject    => $LogObject,
    );
    my $MainObject = Kernel::System::Main->new(
        ConfigObject => $ConfigObject,
        EncodeObject => $EncodeObject,
        LogObject    => $LogObject,
    );
    my $DBObject = Kernel::System::DB->new(
        ConfigObject => $ConfigObject,
        EncodeObject => $EncodeObject,
        LogObject    => $LogObject,
        MainObject   => $MainObject,
    );
    my $TicketObject = Kernel::System::Ticket->new(
        ConfigObject       => $ConfigObject,
        LogObject          => $LogObject,
        DBObject           => $DBObject,
        MainObject         => $MainObject,
        TimeObject         => $TimeObject,
        EncodeObject       => $EncodeObject,
        GroupObject        => $GroupObject,        # if given
        CustomerUserObject => $CustomerUserObject, # if given
        QueueObject        => $QueueObject,        # if given
    );

=cut

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

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

    # 0=off; 1=on;
    $Self->{Debug} = $Param{Debug} || 0;

    # set @ISA
    @ISA = ('Kernel::System::Ticket::Article');

    # get needed objects
    for my $Needed (qw(ConfigObject LogObject TimeObject DBObject MainObject EncodeObject)) {
        if ( $Param{$Needed} ) {
            $Self->{$Needed} = $Param{$Needed};
        }
        else {
            die "Got no $Needed!";
        }
    }

    $Self->{CacheInternalObject} = Kernel::System::CacheInternal->new(
        %Param,
        Type => 'Ticket',
        TTL  => 60 * 60 * 3,
    );

    # create common needed module objects
    $Self->{UserObject} = Kernel::System::User->new( %{$Self} );
    if ( !$Param{GroupObject} ) {
        $Self->{GroupObject} = Kernel::System::Group->new( %{$Self} );
    }
    else {
        $Self->{GroupObject} = $Param{GroupObject};
    }

    $Self->{CustomerUserObject} = Kernel::System::CustomerUser->new( %{$Self} );
    if ( !$Param{CustomerGroupObject} ) {
        $Self->{CustomerGroupObject} = Kernel::System::CustomerGroup->new( %{$Self} );
    }
    else {
        $Self->{CustomerGroupObject} = $Param{CustomerGroupObject};
    }

    if ( !$Param{QueueObject} ) {
        $Self->{QueueObject} = Kernel::System::Queue->new( %{$Self} );
    }
    else {
        $Self->{QueueObject} = $Param{QueueObject};
    }

    $Self->{SendmailObject} = Kernel::System::Email->new( %{$Self} );
    $Self->{TypeObject}     = Kernel::System::Type->new( %{$Self} );
    $Self->{PriorityObject} = Kernel::System::Priority->new( %{$Self} );
    $Self->{ServiceObject}  = Kernel::System::Service->new( %{$Self} );
    $Self->{SLAObject}      = Kernel::System::SLA->new( %{$Self} );
    $Self->{StateObject}    = Kernel::System::State->new( %{$Self} );
    $Self->{LockObject}     = Kernel::System::Lock->new( %{$Self} );
    $Self->{ValidObject}    = Kernel::System::Valid->new( %{$Self} );

    # init of event handler
    push @ISA, 'Kernel::System::EventHandler';
    $Self->EventHandlerInit(
        Config     => 'Ticket::EventModulePost',
        BaseObject => 'TicketObject',
        Objects    => {
            %{$Self},
        },
    );

    # load ticket number generator
    my $GeneratorModule = $Self->{ConfigObject}->Get('Ticket::NumberGenerator')
        || 'Kernel::System::Ticket::Number::AutoIncrement';
    if ( !$Self->{MainObject}->Require($GeneratorModule) ) {
        die "Can't load ticket number generator backend module $GeneratorModule! $@";
    }
    push @ISA, $GeneratorModule;

    # load ticket index generator
    my $GeneratorIndexModule = $Self->{ConfigObject}->Get('Ticket::IndexModule')
        || 'Kernel::System::Ticket::IndexAccelerator::RuntimeDB';
    if ( !$Self->{MainObject}->Require($GeneratorIndexModule) ) {
        die "Can't load ticket index backend module $GeneratorIndexModule! $@";
    }
    push @ISA, $GeneratorIndexModule;

    # load article storage module
    my $StorageModule = $Self->{ConfigObject}->Get('Ticket::StorageModule')
        || 'Kernel::System::Ticket::ArticleStorageDB';
    if ( !$Self->{MainObject}->Require($StorageModule) ) {
        die "Can't load ticket storage backend module $StorageModule! $@";
    }
    push @ISA, $StorageModule;

    # load article search index module
    my $SearchIndexModule = $Self->{ConfigObject}->Get('Ticket::SearchIndexModule')
        || 'Kernel::System::Ticket::ArticleSearchIndex::RuntimeDB';
    if ( !$Self->{MainObject}->Require($SearchIndexModule) ) {
        die "Can't load ticket search index backend module $SearchIndexModule! $@";
    }
    push @ISA, $SearchIndexModule;

    # load ticket extension modules
    my $CustomModule = $Self->{ConfigObject}->Get('Ticket::CustomModule');
    if ($CustomModule) {
        my %ModuleList;
        if ( ref $CustomModule eq 'HASH' ) {
            %ModuleList = %{$CustomModule};
        }
        else {
            $ModuleList{Init} = $CustomModule;
        }
        for my $ModuleKey ( sort keys %ModuleList ) {
            my $Module = $ModuleList{$ModuleKey};
            next if !$Module;
            next if !$Self->{MainObject}->Require($Module);
            push @ISA, $Module;
        }
    }

    # init of article backend
    $Self->ArticleStorageInit();

    return $Self;
}

=item TicketCreateNumber()

creates a new ticket number

    my $TicketNumber = $TicketObject->TicketCreateNumber();

=cut

# use it from Kernel/System/Ticket/Number/*.pm

=item TicketCheckNumber()

checks if ticket number exists, returns ticket id if number exists

    my $TicketID = $TicketObject->TicketCheckNumber(
        Tn => '200404051004575',
    );

=cut

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

    # check needed stuff
    if ( !$Param{Tn} ) {
        $Self->{LogObject}->Log( Priority => 'error', Message => 'Need TN!' );
        return;
    }

    # db query
    return if !$Self->{DBObject}->Prepare(
        SQL   => 'SELECT id FROM ticket WHERE tn = ?',
        Bind  => [ \$Param{Tn} ],
        Limit => 1,
    );

    my $TicketID;
    while ( my @Row = $Self->{DBObject}->FetchrowArray() ) {
        $TicketID = $Row[0];
    }

    # get main ticket id if ticket has been merged
    return if !$TicketID;

    my %Ticket = $Self->TicketGet(
        TicketID => $TicketID,
    );

    return $TicketID if $Ticket{StateType} ne 'merged';

    # get ticket history
    my @Lines = $Self->HistoryGet(
        TicketID => $Ticket{TicketID},
        UserID   => 1,
    );

    for my $Data ( reverse @Lines ) {
        next if $Data->{HistoryType} ne 'Merged';
        if ( $Data->{Name} =~ /^.*\(\d+?\/(\d+?)\)$/ ) {
            return $1;
        }
    }

    return $TicketID;
}

=item TicketCreate()

creates a new ticket

    my $TicketID = $TicketObject->TicketCreate(
        Title        => 'Some Ticket Title',
        Queue        => 'Raw',            # or QueueID => 123,
        Lock         => 'unlock',
        Priority     => '3 normal',       # or PriorityID => 2,
        State        => 'new',            # or StateID => 5,
        CustomerID   => '123465',
        CustomerUser => 'customer@example.com',
        OwnerID      => 123,
        UserID       => 123,
    );

or

    my $TicketID = $TicketObject->TicketCreate(
        TN            => $TicketObject->TicketCreateNumber(), # optional
        Title         => 'Some Ticket Title',
        Queue         => 'Raw',              # or QueueID => 123,
        Lock          => 'unlock',
        Priority      => '3 normal',         # or PriorityID => 2,
        State         => 'new',              # or StateID => 5,
        Type          => 'normal',           # or TypeID => 1, not required
        Service       => 'Service A',        # or ServiceID => 1, not required
        SLA           => 'SLA A',            # or SLAID => 1, not required
        CustomerID    => '123465',
        CustomerUser  => 'customer@example.com',
        OwnerID       => 123,
        ResponsibleID => 123,                # not required
        ArchiveFlag   => 'y',                # (y|n) not required
        UserID        => 123,
    );

Events:
    TicketCreate

=cut

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

    # check needed stuff
    for my $Needed (qw(OwnerID UserID)) {
        if ( !$Param{$Needed} ) {
            $Self->{LogObject}->Log( Priority => 'error', Message => "Need $Needed!" );
            return;
        }
    }

    # set default values if no values are specified
    my $GroupID = $Param{GroupID} || 1;
    my $ValidID = $Param{ValidID} || 1;
    my $Age     = $Self->{TimeObject}->SystemTime();

    my $ArchiveFlag = 0;
    if ( $Param{ArchiveFlag} && $Param{ArchiveFlag} eq 'y' ) {
        $ArchiveFlag = 1;
    }

    $Param{ResponsibleID} ||= 1;

    if ( !$Param{TypeID} && !$Param{Type} ) {
        $Param{TypeID} = 1;
    }

    # TypeID/Type lookup!
    if ( !$Param{TypeID} && $Param{Type} ) {
        $Param{TypeID} = $Self->{TypeObject}->TypeLookup( Type => $Param{Type} );
    }
    elsif ( $Param{TypeID} && !$Param{Type} ) {
        $Param{Type} = $Self->{TypeObject}->TypeLookup( TypeID => $Param{TypeID} );
    }
    if ( !$Param{TypeID} ) {
        $Self->{LogObject}->Log(
            Priority => 'error',
            Message  => "No TypeID for '$Param{Type}'!",
        );
        return;
    }

    # QueueID/Queue lookup!
    if ( !$Param{QueueID} && $Param{Queue} ) {
        $Param{QueueID} = $Self->{QueueObject}->QueueLookup( Queue => $Param{Queue} );
    }
    elsif ( !$Param{Queue} ) {
        $Param{Queue} = $Self->{QueueObject}->QueueLookup( QueueID => $Param{QueueID} );
    }
    if ( !$Param{QueueID} ) {
        $Self->{LogObject}->Log(
            Priority => 'error',
            Message  => "No QueueID for '$Param{Queue}'!",
        );
        return;
    }

    # StateID/State lookup!
    if ( !$Param{StateID} ) {
        my %State = $Self->{StateObject}->StateGet( Name => $Param{State} );
        $Param{StateID} = $State{ID};
    }
    elsif ( !$Param{State} ) {
        my %State = $Self->{StateObject}->StateGet( ID => $Param{StateID} );
        $Param{State} = $State{Name};
    }
    if ( !$Param{StateID} ) {
        $Self->{LogObject}->Log(
            Priority => 'error',
            Message  => "No StateID for '$Param{State}'!",
        );
        return;
    }

    # LockID lookup!
    if ( !$Param{LockID} && $Param{Lock} ) {
        $Param{LockID} = $Self->{LockObject}->LockLookup( Lock => $Param{Lock} );
    }
    if ( !$Param{LockID} && !$Param{Lock} ) {
        $Self->{LogObject}->Log(
            Priority => 'error',
            Message  => 'No LockID and no LockType!',
        );
        return;
    }

    # PriorityID/Priority lookup!
    if ( !$Param{PriorityID} && $Param{Priority} ) {
        $Param{PriorityID} = $Self->{PriorityObject}->PriorityLookup(
            Priority => $Param{Priority},
        );
    }
    elsif ( $Param{PriorityID} && !$Param{Priority} ) {
        $Param{Priority} = $Self->{PriorityObject}->PriorityLookup(
            PriorityID => $Param{PriorityID},
        );
    }
    if ( !$Param{PriorityID} ) {
        $Self->{LogObject}->Log(
            Priority => 'error',
            Message  => 'No PriorityID (invalid Priority Name?)!',
        );
        return;
    }

    # ServiceID/Service lookup!
    if ( !$Param{ServiceID} && $Param{Service} ) {
        $Param{ServiceID} = $Self->{ServiceObject}->ServiceLookup(
            Name => $Param{Service},
        );
    }
    elsif ( $Param{ServiceID} && !$Param{Service} ) {
        $Param{Service} = $Self->{ServiceObject}->ServiceLookup(
            ServiceID => $Param{ServiceID},
        );
    }

    # SLAID/SLA lookup!
    if ( !$Param{SLAID} && $Param{SLA} ) {
        $Param{SLAID} = $Self->{SLAObject}->SLALookup( Name => $Param{SLA} );
    }
    elsif ( $Param{SLAID} && !$Param{SLA} ) {
        $Param{SLA} = $Self->{SLAObject}->SLALookup( SLAID => $Param{SLAID} );
    }

    # create ticket number if none is given
    if ( !$Param{TN} ) {
        $Param{TN} = $Self->TicketCreateNumber();
    }

    # check ticket title
    if ( !defined $Param{Title} ) {
        $Param{Title} = '';
    }

    # substitute title if needed
    else {
        $Param{Title} = substr( $Param{Title}, 0, 255 );
    }

    # check database undef/NULL (set value to undef/NULL to prevent database errors)
    $Param{ServiceID} ||= undef;
    $Param{SLAID}     ||= undef;

    # create db record
    return if !$Self->{DBObject}->Do(
        SQL =>
            'INSERT INTO ticket (tn, title, create_time_unix, type_id, queue_id, ticket_lock_id,'
            . ' user_id, responsible_user_id, group_id, ticket_priority_id, ticket_state_id,'
            . ' ticket_answered, escalation_time, escalation_update_time, escalation_response_time,'
            . ' escalation_solution_time, timeout, service_id, sla_id, until_time,'
            . ' valid_id, archive_flag, create_time, create_by, change_time, change_by)'
            . ' VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, 0, 0, 0, 0, 0, 0, ?, ?, 0, ?, ?,'
            . ' current_timestamp, ?, current_timestamp, ?)',
        Bind => [
            \$Param{TN}, \$Param{Title}, \$Age, \$Param{TypeID}, \$Param{QueueID},
            \$Param{LockID}, \$Param{OwnerID}, \$Param{ResponsibleID}, \$GroupID,
            \$Param{PriorityID}, \$Param{StateID}, \$Param{ServiceID},
            \$Param{SLAID}, \$ValidID, \$ArchiveFlag, \$Param{UserID}, \$Param{UserID},
        ],
    );

    # get ticket id
    my $TicketID = $Self->TicketIDLookup(
        TicketNumber => $Param{TN},
        UserID       => $Param{UserID},
    );

    # add history entry
    $Self->HistoryAdd(
        TicketID    => $TicketID,
        QueueID     => $Param{QueueID},
        HistoryType => 'NewTicket',
        Name => "\%\%$Param{TN}\%\%$Param{Queue}\%\%$Param{Priority}\%\%$Param{State}\%\%$TicketID",
        CreateUserID => $Param{UserID},
    );

    # set customer data if given
    if ( $Param{CustomerNo} || $Param{CustomerID} || $Param{CustomerUser} ) {
        $Self->SetCustomerData(
            TicketID => $TicketID,
            No => $Param{CustomerNo} || $Param{CustomerID} || '',
            User => $Param{CustomerUser} || '',
            UserID => $Param{UserID},
        );
    }

    # update ticket view index
    $Self->TicketAcceleratorAdd( TicketID => $TicketID );

    # log ticket creation
    $Self->{LogObject}->Log(
        Priority => 'notice',
        Message => "New Ticket [$Param{TN}/" . substr( $Param{Title}, 0, 15 ) . "] created "
            . "(TicketID=$TicketID,Queue=$Param{Queue},Priority=$Param{Priority},State=$Param{State})",
    );

    # trigger event
    $Self->EventHandler(
        Event => 'TicketCreate',
        Data  => {
            TicketID => $TicketID,
        },
        UserID => $Param{UserID},
    );

    return $TicketID;
}

=item TicketDelete()

deletes a ticket with articles from storage

    my $Success = $TicketObject->TicketDelete(
        TicketID => 123,
        UserID   => 123,
    );

Events:
    TicketDelete

=cut

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

    # check needed stuff
    for my $Needed (qw(TicketID UserID)) {
        if ( !$Param{$Needed} ) {
            $Self->{LogObject}->Log( Priority => 'error', Message => "Need $Needed!" );
            return;
        }
    }

    # clear ticket cache
    delete $Self->{ 'Cache::GetTicket' . $Param{TicketID} };

    # delete ticket links
    my $LinkObject = Kernel::System::LinkObject->new( %{$Self} );
    $LinkObject->LinkDeleteAll(
        Object => 'Ticket',
        Key    => $Param{TicketID},
        UserID => $Param{UserID},
    );

    # update ticket index
    return if !$Self->TicketAcceleratorDelete(%Param);

    # update full text index
    return if !$Self->ArticleIndexDeleteTicket(%Param);

    # remove ticket watcher
    return if !$Self->{DBObject}->Do(
        SQL  => 'DELETE FROM ticket_watcher WHERE ticket_id = ?',
        Bind => [ \$Param{TicketID} ],
    );

    # delete ticket flags
    return if !$Self->{DBObject}->Do(
        SQL  => 'DELETE FROM ticket_flag WHERE ticket_id = ?',
        Bind => [ \$Param{TicketID} ],
    );

    # delete ticket_history
    return if !$Self->HistoryDelete(
        TicketID => $Param{TicketID},
        UserID   => $Param{UserID},
    );

    # delete article, attachments and plain emails
    my @Articles = $Self->ArticleIndex( TicketID => $Param{TicketID} );
    for my $ArticleID (@Articles) {
        return if !$Self->ArticleDelete(
            ArticleID => $ArticleID,
            %Param,
        );
    }

    # delete ticket
    return if !$Self->{DBObject}->Do(
        SQL  => 'DELETE FROM ticket WHERE id = ?',
        Bind => [ \$Param{TicketID} ],
    );

    # trigger event
    $Self->EventHandler(
        Event => 'TicketDelete',
        Data  => {
            TicketID => $Param{TicketID},
        },
        UserID => $Param{UserID},
    );

    return 1;
}

=item TicketIDLookup()

ticket id lookup by ticket number

    my $TicketID = $TicketObject->TicketIDLookup(
        TicketNumber => '2004040510440485',
        UserID       => 123,
    );

=cut

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

    # check needed stuff
    if ( !$Param{TicketNumber} ) {
        $Self->{LogObject}->Log( Priority => 'error', Message => 'Need TicketNumber!' );
        return;
    }

    # db query
    return if !$Self->{DBObject}->Prepare(
        SQL   => 'SELECT id FROM ticket WHERE tn = ?',
        Bind  => [ \$Param{TicketNumber} ],
        Limit => 1,
    );

    my $ID;
    while ( my @Row = $Self->{DBObject}->FetchrowArray() ) {
        $ID = $Row[0];
    }
    return $ID;
}

=item TicketNumberLookup()

ticket number lookup by ticket id

    my $TicketNumber = $TicketObject->TicketNumberLookup(
        TicketID => 123,
        UserID   => 123,
    );

=cut

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

    # check needed stuff
    if ( !$Param{TicketID} ) {
        $Self->{LogObject}->Log( Priority => 'error', Message => 'Need TicketID!' );
        return;
    }

    # db query
    return if !$Self->{DBObject}->Prepare(
        SQL   => 'SELECT tn FROM ticket WHERE id = ?',
        Bind  => [ \$Param{TicketID} ],
        Limit => 1,
    );

    my $Number;
    while ( my @Row = $Self->{DBObject}->FetchrowArray() ) {
        $Number = $Row[0];
    }
    return $Number;
}

=item TicketSubjectBuild()

rebuild a new ticket subject

This will generate a subject like "RE: [Ticket# 2004040510440485] Some subject"

    my $NewSubject = $TicketObject->TicketSubjectBuild(
        TicketNumber => '2004040510440485',
        Subject      => $OldSubject,
        Action       => 'Reply',
    );

This will generate a subject like  "[Ticket# 2004040510440485] Some subject"
(so without RE: )

    my $NewSubject = $TicketObject->TicketSubjectBuild(
        TicketNumber => '2004040510440485',
        Subject      => $OldSubject,
        Type         => 'New',
        Action       => 'Reply',
    );

This will generate a subject like "FWD: [Ticket# 2004040510440485] Some subject"

    my $NewSubject = $TicketObject->TicketSubjectBuild(
        TicketNumber => '2004040510440485',
        Subject      => $OldSubject,
        Action       => 'Forward', # Possible values are Reply and Forward, Reply is default.
    );

This will generate a subject like "[Ticket# 2004040510440485] Re: Some subject"
(so without clean-up of subject)

    my $NewSubject = $TicketObject->TicketSubjectBuild(
        TicketNumber => '2004040510440485',
        Subject      => $OldSubject,
        Type         => 'New',
        NoCleanup    => 1,
    );

=cut

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

    # check needed stuff
    if ( !defined $Param{TicketNumber} ) {
        $Self->{LogObject}->Log( Priority => 'error', Message => "Need TicketNumber!" );
        return;
    }
    my $Subject = $Param{Subject} || '';
    my $Action  = $Param{Action}  || 'Reply';

    # cleanup of subject, remove existing ticket numbers and reply indentifier
    if ( !$Param{NoCleanup} ) {
        $Subject = $Self->TicketSubjectClean(%Param);
    }

    # get config options
    my $TicketHook          = $Self->{ConfigObject}->Get('Ticket::Hook');
    my $TicketHookDivider   = $Self->{ConfigObject}->Get('Ticket::HookDivider');
    my $TicketSubjectRe     = $Self->{ConfigObject}->Get('Ticket::SubjectRe');
    my $TicketSubjectFwd    = $Self->{ConfigObject}->Get('Ticket::SubjectFwd');
    my $TicketSubjectFormat = $Self->{ConfigObject}->Get('Ticket::SubjectFormat') || 'Left';

    # return subject for new tickets
    if ( $Param{Type} && $Param{Type} eq 'New' ) {
        if ( lc $TicketSubjectFormat eq 'right' ) {
            return $Subject . " [$TicketHook$TicketHookDivider$Param{TicketNumber}]";
        }
        if ( lc $TicketSubjectFormat eq 'none' ) {
            return $Subject;
        }
        return "[$TicketHook$TicketHookDivider$Param{TicketNumber}] " . $Subject;
    }

    # return subject for existing tickets
    if ( $Action eq 'Forward' ) {
        if ($TicketSubjectFwd) {
            $TicketSubjectFwd .= ': ';
        }
        if ( lc $TicketSubjectFormat eq 'right' ) {
            return $TicketSubjectFwd . $Subject
                . " [$TicketHook$TicketHookDivider$Param{TicketNumber}]";
        }
        if ( lc $TicketSubjectFormat eq 'none' ) {
            return $TicketSubjectFwd . $Subject;
        }
        return
            $TicketSubjectFwd
            . "[$TicketHook$TicketHookDivider$Param{TicketNumber}] "
            . $Subject;
    }
    else {
        if ($TicketSubjectRe) {
            $TicketSubjectRe .= ': ';
        }
        if ( lc $TicketSubjectFormat eq 'right' ) {
            return $TicketSubjectRe . $Subject
                . " [$TicketHook$TicketHookDivider$Param{TicketNumber}]";
        }
        if ( lc $TicketSubjectFormat eq 'none' ) {
            return $TicketSubjectRe . $Subject;
        }
        return $TicketSubjectRe . "[$TicketHook$TicketHookDivider$Param{TicketNumber}] " . $Subject;
    }
}

=item TicketSubjectClean()

strip/clean up a ticket subject

    my $NewSubject = $TicketObject->TicketSubjectClean(
        TicketNumber => '2004040510440485',
        Subject      => $OldSubject,
        Size         => $SubjectSizeToBeDisplayed   # optional
    );

=cut

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

    # check needed stuff
    if ( !defined $Param{TicketNumber} ) {
        $Self->{LogObject}->Log( Priority => 'error', Message => "Need TicketNumber!" );
        return;
    }

    my $Subject = $Param{Subject} || '';

    # get config options
    my $TicketHook        = $Self->{ConfigObject}->Get('Ticket::Hook');
    my $TicketHookDivider = $Self->{ConfigObject}->Get('Ticket::HookDivider');
    my $TicketSubjectSize
        = $Param{Size}
        || $Self->{ConfigObject}->Get('Ticket::SubjectSize')
        || 120;
    my $TicketSubjectRe  = $Self->{ConfigObject}->Get('Ticket::SubjectRe');
    my $TicketSubjectFwd = $Self->{ConfigObject}->Get('Ticket::SubjectFwd');

    # remove all possible ticket hook formats with []
    $Subject =~ s/\[$TicketHook: $Param{TicketNumber}\](\s+?|)//g;
    $Subject =~ s/\[$TicketHook:$Param{TicketNumber}\](\s+?|)//g;
    $Subject =~ s/\[$TicketHook$TicketHookDivider$Param{TicketNumber}\](\s+?|)//g;

    # remove all ticket numbers with []
    if ( $Self->{ConfigObject}->Get('Ticket::SubjectCleanAllNumbers') ) {
        $Subject =~ s/\[$TicketHook$TicketHookDivider\d+?\](\s+?|)//g;
    }

    # remove all possible ticket hook formats without []
    $Subject =~ s/$TicketHook: $Param{TicketNumber}(\s+?|)//g;
    $Subject =~ s/$TicketHook:$Param{TicketNumber}(\s+?|)//g;
    $Subject =~ s/$TicketHook$TicketHookDivider$Param{TicketNumber}(\s+?|)//g;

    # remove all ticket numbers without []
    if ( $Self->{ConfigObject}->Get('Ticket::SubjectCleanAllNumbers') ) {
        $Subject =~ s/$TicketHook$TicketHookDivider\d+?(\s+?|)//g;
    }

    # remove leading "..:\s" and "..[\d+]:\s" e. g. "Re: " or "Re[5]: "
    $Subject =~ s/^(..(\[\d+\])?:\s)+//;

    # remove leading number with configured "RE:\s" or "RE[\d+]:\s" e. g. "RE: " or "RE[4]: "
    $Subject =~ s/^($TicketSubjectRe(\[\d+\])?:\s)+//;

    # remove leading number with configured "Fwd:\s" or "Fwd[\d+]:\s" e. g. "Fwd: " or "Fwd[4]: "
    $Subject =~ s/^($TicketSubjectFwd(\[\d+\])?:\s)+//;

    # resize subject based on config
    $Subject =~ s/^(.{$TicketSubjectSize}).*$/$1 [...]/;

    return $Subject;
}

=item TicketGet()

Get ticket info

    my %Ticket = $TicketObject->TicketGet(
        TicketID => 123,
        UserID   => 123,
    );

Returns:

    %Ticket = (
        TicketNumber       => '20101027000001',
        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'
        CreateTimeUnix     => '1231414141',
        Changed            => '2010-10-27 20:15:15',
        ArchiveFlag        => 'y',
        TicketFreeKey1-16
        TicketFreeText1-16
        TicketFreeTime1-6

        # (time stampes 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")

        # (detail 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")
    );

To get extended ticket attributes, use param Extended:

    my %Ticket = $TicketObject->TicketGet(
        TicketID => 123,
        UserID   => 123,
        Extended => 1,
    );

Additional params are:

    %Ticket = (
        FirstResponse                   (timestamp of first response, first contact with customer)
        FirstResponseInMin              (minutes till first response)
        FirstResponseDiffInMin          (minutes till or over first response)

        SolutionTime                    (timestamp of solution time, also close time)
        SolutionInMin                   (minutes till solution time)
        SolutionDiffInMin               (minutes till or over solution time)

        FirstLock                       (timestamp of first lock)
    );

=cut

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

    # check needed stuff
    if ( !$Param{TicketID} ) {
        $Self->{LogObject}->Log( Priority => 'error', Message => 'Need TicketID!' );
        return;
    }
    $Param{Extended} ||= '';

    my $CacheKey = 'Cache::GetTicket' . $Param{TicketID};

    # check if result is cached
    if ( $Self->{$CacheKey}->{ $Param{Extended} } ) {
        return %{ $Self->{$CacheKey}->{ $Param{Extended} } };
    }

    # fetch the result
    return if !$Self->{DBObject}->Prepare(
        SQL => 'SELECT st.id, st.queue_id, sq.name, st.ticket_state_id, st.ticket_lock_id,'
            . ' sp.id, sp.name, st.create_time_unix, st.create_time, sq.group_id, st.tn,'
            . ' st.customer_id, st.customer_user_id, st.user_id, st.responsible_user_id, '
            . ' st.until_time,'
            . ' st.freekey1, st.freetext1, st.freekey2, st.freetext2,'
            . ' st.freekey3, st.freetext3, st.freekey4, st.freetext4,'
            . ' st.freekey5, st.freetext5, st.freekey6, st.freetext6,'
            . ' st.freekey7, st.freetext7, st.freekey8, st.freetext8,'
            . ' st.freekey9, st.freetext9, st.freekey10, st.freetext10,'
            . ' st.freekey11, st.freetext11, st.freekey12, st.freetext12,'
            . ' st.freekey13, st.freetext13, st.freekey14, st.freetext14,'
            . ' st.freekey15, st.freetext15, st.freekey16, st.freetext16,'
            . ' st.freetime1, st.freetime2, st.freetime3, st.freetime4,'
            . ' st.freetime5, st.freetime6,'
            . ' st.change_time, st.title, st.escalation_update_time, st.timeout,'
            . ' st.type_id, st.service_id, st.sla_id, st.escalation_response_time,'
            . ' st.escalation_solution_time, st.escalation_time, st.archive_flag'
            . ' FROM ticket st, ticket_priority sp, queue sq'
            . ' WHERE sp.id = st.ticket_priority_id AND sq.id = st.queue_id AND st.id = ?',
        Bind  => [ \$Param{TicketID} ],
        Limit => 1,
    );

    my %Ticket;
    while ( my @Row = $Self->{DBObject}->FetchrowArray() ) {
        $Ticket{TicketID}       = $Row[0];
        $Ticket{Title}          = $Row[55];
        $Ticket{QueueID}        = $Row[1];
        $Ticket{Queue}          = $Row[2];
        $Ticket{StateID}        = $Row[3];
        $Ticket{LockID}         = $Row[4];
        $Ticket{PriorityID}     = $Row[5];
        $Ticket{Priority}       = $Row[6];
        $Ticket{CreateTimeUnix} = $Row[7];
        $Ticket{Created}        = $Self->{TimeObject}->SystemTime2TimeStamp(
            SystemTime => $Ticket{CreateTimeUnix},
        );
        $Ticket{ArchiveFlag}            = $Row[64] ? 'y' : 'n';
        $Ticket{Changed}                = $Row[54];
        $Ticket{EscalationTime}         = $Row[63];
        $Ticket{EscalationUpdateTime}   = $Row[56];
        $Ticket{EscalationResponseTime} = $Row[61];
        $Ticket{EscalationSolutionTime} = $Row[62];
        $Ticket{UnlockTimeout}          = $Row[57];
        $Ticket{GroupID}                = $Row[9];
        $Ticket{TicketNumber}           = $Row[10];
        $Ticket{CustomerID}             = $Row[11];
        $Ticket{CustomerUserID}         = $Row[12];
        $Ticket{OwnerID}                = $Row[13];
        $Ticket{ResponsibleID}          = $Row[14] || 1;
        $Ticket{RealTillTimeNotUsed}    = $Row[15];
        $Ticket{TypeID}                 = $Row[58] || 1;
        $Ticket{ServiceID}              = $Row[59] || '';
        $Ticket{SLAID}                  = $Row[60] || '';
        $Ticket{TicketFreeKey1}         = defined $Row[16] ? $Row[16] : '';
        $Ticket{TicketFreeText1}        = defined $Row[17] ? $Row[17] : '';
        $Ticket{TicketFreeKey2}         = defined $Row[18] ? $Row[18] : '';
        $Ticket{TicketFreeText2}        = defined $Row[19] ? $Row[19] : '';
        $Ticket{TicketFreeKey3}         = defined $Row[20] ? $Row[20] : '';
        $Ticket{TicketFreeText3}        = defined $Row[21] ? $Row[21] : '';
        $Ticket{TicketFreeKey4}         = defined $Row[22] ? $Row[22] : '';
        $Ticket{TicketFreeText4}        = defined $Row[23] ? $Row[23] : '';
        $Ticket{TicketFreeKey5}         = defined $Row[24] ? $Row[24] : '';
        $Ticket{TicketFreeText5}        = defined $Row[25] ? $Row[25] : '';
        $Ticket{TicketFreeKey6}         = defined $Row[26] ? $Row[26] : '';
        $Ticket{TicketFreeText6}        = defined $Row[27] ? $Row[27] : '';
        $Ticket{TicketFreeKey7}         = defined $Row[28] ? $Row[28] : '';
        $Ticket{TicketFreeText7}        = defined $Row[29] ? $Row[29] : '';
        $Ticket{TicketFreeKey8}         = defined $Row[30] ? $Row[30] : '';
        $Ticket{TicketFreeText8}        = defined $Row[31] ? $Row[31] : '';
        $Ticket{TicketFreeKey9}         = defined $Row[32] ? $Row[32] : '';
        $Ticket{TicketFreeText9}        = defined $Row[33] ? $Row[33] : '';
        $Ticket{TicketFreeKey10}        = defined $Row[34] ? $Row[34] : '';
        $Ticket{TicketFreeText10}       = defined $Row[35] ? $Row[35] : '';
        $Ticket{TicketFreeKey11}        = defined $Row[36] ? $Row[36] : '';
        $Ticket{TicketFreeText11}       = defined $Row[37] ? $Row[37] : '';
        $Ticket{TicketFreeKey12}        = defined $Row[38] ? $Row[38] : '';
        $Ticket{TicketFreeText12}       = defined $Row[39] ? $Row[39] : '';
        $Ticket{TicketFreeKey13}        = defined $Row[40] ? $Row[40] : '';
        $Ticket{TicketFreeText13}       = defined $Row[41] ? $Row[41] : '';
        $Ticket{TicketFreeKey14}        = defined $Row[42] ? $Row[42] : '';
        $Ticket{TicketFreeText14}       = defined $Row[43] ? $Row[43] : '';
        $Ticket{TicketFreeKey15}        = defined $Row[44] ? $Row[44] : '';
        $Ticket{TicketFreeText15}       = defined $Row[45] ? $Row[45] : '';
        $Ticket{TicketFreeKey16}        = defined $Row[46] ? $Row[46] : '';
        $Ticket{TicketFreeText16}       = defined $Row[47] ? $Row[47] : '';
        $Ticket{TicketFreeTime1}        = defined $Row[48] ? $Row[48] : '';
        $Ticket{TicketFreeTime2}        = defined $Row[49] ? $Row[49] : '';
        $Ticket{TicketFreeTime3}        = defined $Row[50] ? $Row[50] : '';
        $Ticket{TicketFreeTime4}        = defined $Row[51] ? $Row[51] : '';
        $Ticket{TicketFreeTime5}        = defined $Row[52] ? $Row[52] : '';
        $Ticket{TicketFreeTime6}        = defined $Row[53] ? $Row[53] : '';
    }

    # check ticket
    if ( !$Ticket{TicketID} ) {
        $Self->{LogObject}->Log(
            Priority => 'error',
            Message  => "No such TicketID ($Param{TicketID})!",
        );
        return;
    }

    # cleanup time stamps (some databases are using e. g. 2008-02-25 22:03:00.000000
    # and 0000-00-00 00:00:00 time stamps)
    for my $Time ( 1 .. 6 ) {
        my $Key = 'TicketFreeTime' . $Time;
        next if !$Ticket{$Key};
        if ( $Ticket{$Key} eq '0000-00-00 00:00:00' ) {
            $Ticket{$Key} = '';
            next;
        }
        $Ticket{$Key} =~ s/^(\d\d\d\d-\d\d-\d\d\s\d\d:\d\d:\d\d)\..+?$/$1/;
    }

    # fillup runtime values
    $Ticket{Age} = $Self->{TimeObject}->SystemTime() - $Ticket{CreateTimeUnix};

    # get owner
    $Ticket{Owner} = $Self->{UserObject}->UserLookup(
        UserID => $Ticket{OwnerID},
    );

    # get responsible
    $Ticket{Responsible} = $Self->{UserObject}->UserLookup(
        UserID => $Ticket{ResponsibleID},
    );

    # get lock
    $Ticket{Lock} = $Self->{LockObject}->LockLookup( LockID => $Ticket{LockID} );

    # get type
    $Ticket{Type} = $Self->{TypeObject}->TypeLookup( TypeID => $Ticket{TypeID} );

    # get service
    if ( $Ticket{ServiceID} ) {
        $Ticket{Service} = $Self->{ServiceObject}->ServiceLookup(
            ServiceID => $Ticket{ServiceID},
        );
    }

    # get sla
    if ( $Ticket{SLAID} ) {
        $Ticket{SLA} = $Self->{SLAObject}->SLALookup( SLAID => $Ticket{SLAID} );
    }

    # get state info
    my %StateData = $Self->{StateObject}->StateGet( ID => $Ticket{StateID} );
    $Ticket{StateType} = $StateData{TypeName};
    $Ticket{State}     = $StateData{Name};
    if ( !$Ticket{RealTillTimeNotUsed} || lc $StateData{TypeName} eq 'pending' ) {
        $Ticket{UntilTime} = 0;
    }
    else {
        $Ticket{UntilTime} = $Ticket{RealTillTimeNotUsed} - $Self->{TimeObject}->SystemTime();
    }

    # get escalation attributes
    my %Escalation = $Self->TicketEscalationDateCalculation(
        Ticket => \%Ticket,
        UserID => $Param{UserID} || 1,
    );

    for my $Key ( keys %Escalation ) {
        $Ticket{$Key} = $Escalation{$Key};
    }

    # do extended lookups
    if ( $Param{Extended} ) {
        my %TicketExtended = $Self->_TicketGetExtended(
            TicketID => $Param{TicketID},
            Ticket   => \%Ticket,
        );
        for my $Key ( keys %TicketExtended ) {
            $Ticket{$Key} = $TicketExtended{$Key};
        }
    }

    # cache user result
    $Self->{$CacheKey}->{ $Param{Extended} } = \%Ticket;

    return %Ticket;
}

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

    # check needed stuff
    for my $Needed (qw(TicketID Ticket)) {
        if ( !defined $Param{$Needed} ) {
            $Self->{LogObject}->Log( Priority => 'error', Message => "Need $Needed!" );
            return;
        }
    }

    # get extended attributes
    my %FirstResponse   = $Self->_TicketGetFirstResponse(%Param);
    my %FirstLock       = $Self->_TicketGetFirstLock(%Param);
    my %TicketGetClosed = $Self->_TicketGetClosed(%Param);

    # return all as hash
    return ( %TicketGetClosed, %FirstResponse, %FirstLock );
}

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

    # check needed stuff
    for my $Needed (qw(TicketID Ticket)) {
        if ( !defined $Param{$Needed} ) {
            $Self->{LogObject}->Log( Priority => 'error', Message => "Need $Needed!" );
            return;
        }
    }

    # check if first response is already done
    return if !$Self->{DBObject}->Prepare(
        SQL => 'SELECT a.create_time,a.id FROM article a, article_sender_type ast, article_type art'
            . ' WHERE a.article_sender_type_id = ast.id AND a.article_type_id = art.id AND'
            . ' a.ticket_id = ? AND ast.name = \'agent\' AND'
            . ' (art.name LIKE \'email-ext%\' OR art.name LIKE \'note-ext%\' OR art.name = \'phone\' OR art.name = \'fax\' OR art.name = \'sms\')'
            . ' ORDER BY a.create_time',
        Bind  => [ \$Param{TicketID} ],
        Limit => 1,
    );
    my %Data;
    while ( my @Row = $Self->{DBObject}->FetchrowArray() ) {
        $Data{FirstResponse} = $Row[0];

        # cleanup time stamps (some databases are using e. g. 2008-02-25 22:03:00.000000
        # and 0000-00-00 00:00:00 time stamps)
        $Data{FirstResponse} =~ s/^(\d\d\d\d-\d\d-\d\d\s\d\d:\d\d:\d\d)\..+?$/$1/;
    }

    return if !$Data{FirstResponse};

    # get escalation properties
    my %Escalation = $Self->TicketEscalationPreferences(
        Ticket => $Param{Ticket},
        UserID => $Param{UserID} || 1,
    );

    if ( $Escalation{FirstResponseTime} ) {

        # get unix time stamps
        my $CreateTime = $Self->{TimeObject}->TimeStamp2SystemTime(
            String => $Param{Ticket}->{Created},
        );
        my $FirstResponseTime = $Self->{TimeObject}->TimeStamp2SystemTime(
            String => $Data{FirstResponse},
        );

        # get time between creation and first response
        my $WorkingTime = $Self->{TimeObject}->WorkingTime(
            StartTime => $CreateTime,
            StopTime  => $FirstResponseTime,
            Calendar  => $Escalation{Calendar},
        );

        $Data{FirstResponseInMin} = int( $WorkingTime / 60 );
        my $EscalationFirstResponseTime = $Escalation{FirstResponseTime} * 60;
        $Data{FirstResponseDiffInMin} = int( ( $EscalationFirstResponseTime - $WorkingTime ) / 60 );
    }
    return %Data;
}

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

    # check needed stuff
    for my $Needed (qw(TicketID Ticket)) {
        if ( !defined $Param{$Needed} ) {
            $Self->{LogObject}->Log( Priority => 'error', Message => "Need $Needed!" );
            return;
        }
    }

    # get close time
    my @List = $Self->{StateObject}->StateGetStatesByType(
        StateType => ['closed'],
        Result    => 'ID',
    );
    return if !@List;

    # Get id for StateUpdate;
    my $HistoryTypeID = $Self->HistoryTypeLookup( Type => 'StateUpdate' );
    return if !$HistoryTypeID;

    return if !$Self->{DBObject}->Prepare(
        SQL => "SELECT create_time FROM ticket_history WHERE ticket_id = ? AND "
            . " state_id IN (${\(join ', ', sort @List)}) AND history_type_id = ? "
            . " ORDER BY create_time DESC",
        Bind => [ \$Param{TicketID}, \$HistoryTypeID ],
        Limit => 1,
    );

    my %Data;
    while ( my @Row = $Self->{DBObject}->FetchrowArray() ) {
        $Data{Closed} = $Row[0];

        # cleanup time stamps (some databases are using e. g. 2008-02-25 22:03:00.000000
        # and 0000-00-00 00:00:00 time stamps)
        $Data{Closed} =~ s/^(\d\d\d\d-\d\d-\d\d\s\d\d:\d\d:\d\d)\..+?$/$1/;
    }

    return if !$Data{Closed};

    # for compat. wording reasons
    $Data{SolutionTime} = $Data{Closed};

    # get escalation properties
    my %Escalation = $Self->TicketEscalationPreferences(
        Ticket => $Param{Ticket},
        UserID => $Param{UserID} || 1,
    );

    if ( $Escalation{SolutionTime} ) {

        # get unix time stamps
        my $CreateTime = $Self->{TimeObject}->TimeStamp2SystemTime(
            String => $Param{Ticket}->{Created},
        );
        my $SolutionTime = $Self->{TimeObject}->TimeStamp2SystemTime(
            String => $Data{Closed},
        );

        # get time between creation and solution
        my $WorkingTime = $Self->{TimeObject}->WorkingTime(
            StartTime => $CreateTime,
            StopTime  => $SolutionTime,
            Calendar  => $Escalation{Calendar},
        );

        $Data{SolutionInMin} = int( $WorkingTime / 60 );

        my $EscalationSolutionTime = $Escalation{SolutionTime} * 60;
        $Data{SolutionDiffInMin} = int( ( $EscalationSolutionTime - $WorkingTime ) / 60 );
    }

    return %Data;
}

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

    # check needed stuff
    for my $Needed (qw(TicketID Ticket)) {
        if ( !defined $Param{$Needed} ) {
            $Self->{LogObject}->Log( Priority => 'error', Message => "Need $Needed!" );
            return;
        }
    }

    # first lock
    return if !$Self->{DBObject}->Prepare(
        SQL => 'SELECT th.name, tht.name, th.create_time '
            . 'FROM ticket_history th, ticket_history_type tht '
            . 'WHERE th.history_type_id = tht.id AND th.ticket_id = ? '
            . 'AND tht.name = \'Lock\' ORDER BY th.create_time, th.id ASC',
        Bind  => [ \$Param{TicketID} ],
        Limit => 100,
    );

    my %Data;
    while ( my @Row = $Self->{DBObject}->FetchrowArray() ) {
        if ( !$Data{FirstLock} ) {
            $Data{FirstLock} = $Row[2];

            # cleanup time stamps (some databases are using e. g. 2008-02-25 22:03:00.000000
            # and 0000-00-00 00:00:00 time stamps)
            $Data{FirstLock} =~ s/^(\d\d\d\d-\d\d-\d\d\s\d\d:\d\d:\d\d)\..+?$/$1/;
        }
    }

    return %Data;
}

=item TicketTitleUpdate()

update ticket title

    my $Success = $TicketObject->TicketTitleUpdate(
        Title    => 'Some Title',
        TicketID => 123,
        UserID   => 1,
    );

Events:
    TicketTitleUpdate

=cut

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

    # check needed stuff
    for my $Needed (qw(Title TicketID UserID)) {
        if ( !defined $Param{$Needed} ) {
            $Self->{LogObject}->Log( Priority => 'error', Message => "Need $Needed!" );
            return;
        }
    }

    # check if update is needed
    my %Ticket = $Self->TicketGet(
        TicketID => $Param{TicketID},
        UserID   => $Param{UserID},
    );

    return 1 if defined $Ticket{Title} && $Ticket{Title} eq $Param{Title};

    # db access
    return if !$Self->{DBObject}->Do(
        SQL => 'UPDATE ticket SET title = ? WHERE id = ?',
        Bind => [ \$Param{Title}, \$Param{TicketID} ],
    );

    # clear ticket cache
    delete $Self->{ 'Cache::GetTicket' . $Param{TicketID} };

    # trigger event
    $Self->EventHandler(
        Event => 'TicketTitleUpdate',
        Data  => {
            TicketID => $Param{TicketID},
        },
        UserID => $Param{UserID},
    );

    return 1;
}

=item TicketUnlockTimeoutUpdate()

set the ticket unlock time to the passed time

    my $Success = $TicketObject->TicketUnlockTimeoutUpdate(
        UnlockTimeout => $TimeObject->SystemTime(),
        TicketID      => 123,
        UserID        => 143,
    );

Events:
    TicketUnlockTimeoutUpdate

=cut

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

    # check needed stuff
    for my $Needed (qw(UnlockTimeout TicketID UserID)) {
        if ( !defined $Param{$Needed} ) {
            $Self->{LogObject}->Log( Priority => 'error', Message => "Need $Needed!" );
            return;
        }
    }

    # check if update is needed
    my %Ticket = $Self->TicketGet(%Param);

    return 1 if $Ticket{UnlockTimeout} eq $Param{UnlockTimeout};

    # reset unlock time
    return if !$Self->{DBObject}->Do(
        SQL => 'UPDATE ticket SET timeout = ? WHERE id = ?',
        Bind => [ \$Param{UnlockTimeout}, \$Param{TicketID} ],
    );

    # clear ticket cache
    delete $Self->{ 'Cache::GetTicket' . $Param{TicketID} };

    # add history
    $Self->HistoryAdd(
        TicketID     => $Param{TicketID},
        CreateUserID => $Param{UserID},
        HistoryType  => 'Misc',
        Name         => 'Reset of unlock time.',
    );

    # trigger event
    $Self->EventHandler(
        Event => 'TicketUnlockTimeoutUpdate',
        Data  => {
            TicketID => $Param{TicketID},
        },
        UserID => $Param{UserID},
    );

    return 1;
}

=item TicketQueueID()

get ticket queue id

    my $QueueID = $TicketObject->TicketQueueID(
        TicketID => 123,
    );

=cut

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

    # check needed stuff
    if ( !$Param{TicketID} ) {
        $Self->{LogObject}->Log( Priority => 'error', Message => 'Need TicketID!' );
        return;
    }

    # get ticket data
    my %Ticket = $Self->TicketGet(
        TicketID => $Param{TicketID},
        UserID   => 1,
    );

    return if !%Ticket;

    return $Ticket{QueueID};
}

=item TicketMoveList()

to get the move queue list for a ticket (depends on workflow, if configured)

    my %Queues = $TicketObject->TicketMoveList(
        Type   => 'create',
        UserID => 123,
    );

    my %Queues = $TicketObject->TicketMoveList(
        QueueID => 123,
        UserID  => 123,
    );

    my %Queues = $TicketObject->TicketMoveList(
        TicketID => 123,
        UserID   => 123,
    );

=cut

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

    # check needed stuff
    if ( !$Param{UserID} && !$Param{CustomerUserID} ) {
        $Self->{LogObject}->Log(
            Priority => 'error',
            Message  => 'Need UserID or CustomerUserID!',
        );
        return;
    }

    # check needed stuff
    if ( !$Param{QueueID} && !$Param{TicketID} && !$Param{Type} ) {
        $Self->{LogObject}->Log(
            Priority => 'error',
            Message  => 'Need QueueID, TicketID or Type!',
        );
        return;
    }

    my %Queues;
    if ( $Param{UserID} && $Param{UserID} eq 1 ) {
        %Queues = $Self->{QueueObject}->GetAllQueues();
    }
    else {
        %Queues = $Self->{QueueObject}->GetAllQueues(%Param);
    }

    # workflow
    my $ACL = $Self->TicketAcl(
        %Param,
        ReturnType    => 'Ticket',
        ReturnSubType => 'Queue',
        Data          => \%Queues,
    );
    return $Self->TicketAclData() if $ACL;
    return %Queues;
}

=item TicketQueueSet()

to move a ticket (sends notification to agents of selected my queues, if ticket isn't closed)

    my $Success = $TicketObject->TicketQueueSet(
        QueueID  => 123,
        TicketID => 123,
        UserID   => 123,
    );

    my $Success = $TicketObject->TicketQueueSet(
        Queue    => 'Some Queue Name',
        TicketID => 123,
        UserID   => 123,
    );

    my $Success = $TicketObject->TicketQueueSet(
        Queue    => 'Some Queue Name',
        TicketID => 123,
        Comment  => 'some comment', # optional
        ForceNotificationToUserID => [1,43,56], # if you want to force somebody
        UserID   => 123,
    );

Optional attribute:
SendNoNotification disables or enables agent and customer notification for this
action.

For example:

        SendNoNotification => 0, # optional 1|0 (send no agent and customer notification)

Events:
    TicketQueueUpdate

=cut

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

    # queue lookup
    if ( $Param{Queue} && !$Param{QueueID} ) {
        $Param{QueueID} = $Self->{QueueObject}->QueueLookup( Queue => $Param{Queue} );
    }

    # check needed stuff
    for my $Needed (qw(TicketID QueueID UserID)) {
        if ( !$Param{$Needed} ) {
            $Self->{LogObject}->Log( Priority => 'error', Message => "Need $Needed!" );
            return;
        }
    }

    # get current ticket
    my %Ticket = $Self->TicketGet(%Param);

    # move needed?
    if ( $Param{QueueID} == $Ticket{QueueID} && !$Param{Comment} ) {

        # update not needed
        return 1;
    }

    # permission check
    my %MoveList = $Self->MoveList( %Param, Type => 'move_into' );
    if ( !$MoveList{ $Param{QueueID} } ) {
        $Self->{LogObject}->Log(
            Priority => 'notice',
            Message  => "Permission denied on TicketID: $Param{TicketID}!",
        );
        return;
    }

    return if !$Self->{DBObject}->Do(
        SQL => 'UPDATE ticket SET queue_id = ? WHERE id = ?',
        Bind => [ \$Param{QueueID}, \$Param{TicketID} ],
    );

    # queue lookup
    my $Queue = $Self->{QueueObject}->QueueLookup( QueueID => $Param{QueueID} );

    # clear ticket cache
    delete $Self->{ 'Cache::GetTicket' . $Param{TicketID} };

    # history insert
    $Self->HistoryAdd(
        TicketID     => $Param{TicketID},
        QueueID      => $Param{QueueID},
        HistoryType  => 'Move',
        Name         => "\%\%$Queue\%\%$Param{QueueID}\%\%$Ticket{Queue}\%\%$Ticket{QueueID}",
        CreateUserID => $Param{UserID},
    );

    # send move notify to queue subscriber
    if ( !$Param{SendNoNotification} && $Ticket{StateType} ne 'closed' ) {
        my %Used;
        my @UserIDs = $Self->GetSubscribedUserIDsByQueueID( QueueID => $Param{QueueID} );
        if ( $Param{ForceNotificationToUserID} ) {
            push @UserIDs, @{ $Param{ForceNotificationToUserID} };
        }
        for my $UserID (@UserIDs) {
            if ( !$Used{$UserID} && $UserID ne $Param{UserID} ) {
                $Used{$UserID} = 1;
                my %UserData = $Self->{UserObject}->GetUserData(
                    UserID => $UserID,
                    Valid  => 1,
                );
                next if !$UserData{UserSendMoveNotification};

                # send agent notification
                $Self->SendAgentNotification(
                    Type                  => 'Move',
                    RecipientID           => $UserID,
                    CustomerMessageParams => {
                        Queue => $Queue,
                        Body => $Param{Comment} || '',
                    },
                    TicketID => $Param{TicketID},
                    UserID   => $Param{UserID},
                );
            }
        }
    }

    # trigger event
    $Self->EventHandler(
        Event => 'TicketQueueUpdate',
        Data  => {
            TicketID => $Param{TicketID},
        },
        UserID => $Param{UserID},
    );

    return 1;
}

=item TicketMoveQueueList()

returns a list of used queue ids / names

    my @QueueIDList = $TicketObject->TicketMoveQueueList(
        TicketID => 123,
        Type     => 'ID',
    );

Returns:

    @QueueIDList = ( 1, 2, 3 );

    my @QueueList = $TicketObject->TicketMoveQueueList(
        TicketID => 123,
        Type     => 'Name',
    );

Returns:

    @QueueList = ( 'QueueA', 'QueueB', 'QueueC' );

=cut

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

    # check needed stuff
    if ( !$Param{TicketID} ) {
        $Self->{LogObject}->Log( Priority => 'error', Message => "Need TicketID!" );
        return;
    }

    # db query
    return if !$Self->{DBObject}->Prepare(
        SQL => 'SELECT sh.name, ht.name, sh.create_by, sh.queue_id FROM '
            . 'ticket_history sh, ticket_history_type ht WHERE '
            . 'sh.ticket_id = ? AND ht.name IN (\'Move\', \'NewTicket\') AND '
            . 'ht.id = sh.history_type_id ORDER BY sh.id',
        Bind => [ \$Param{TicketID} ],
    );
    my @QueueID;
    while ( my @Row = $Self->{DBObject}->FetchrowArray() ) {

        # store result
        if ( $Row[1] eq 'NewTicket' ) {
            if ( $Row[3] ) {
                push @QueueID, $Row[3];
            }
        }
        elsif ( $Row[1] eq 'Move' ) {
            if ( $Row[0] =~ /^\%\%(.+?)\%\%(.+?)\%\%(.+?)\%\%(.+?)/ ) {
                push @QueueID, $2;
            }
            elsif ( $Row[0] =~ /^Ticket moved to Queue '.+?' \(ID=(.+?)\)/ ) {
                push @QueueID, $1;
            }
        }
    }

    # queue lookup
    my @QueueName;
    for my $QueueID (@QueueID) {
        my $Queue = $Self->{QueueObject}->QueueLookup( QueueID => $QueueID );
        push @QueueName, $Queue;
    }
    if ( $Param{Type} && $Param{Type} eq 'Name' ) {
        return @QueueName;
    }
    else {
        return @QueueID;
    }
}

=item TicketTypeList()

to get all possible types for a ticket (depends on workflow, if configured)

    my %Types = $TicketObject->TicketTypeList(
        UserID => 123,
    );

    my %Types = $TicketObject->TicketTypeList(
        QueueID => 123,
        UserID  => 123,
    );

    my %Types = $TicketObject->TicketTypeList(
        TicketID => 123,
        UserID   => 123,
    );

Returns:

    %Types = (
        1 => 'default',
        2 => 'request',
        3 => 'offer',
    );

=cut

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

    # check needed stuff
    if ( !$Param{UserID} && !$Param{CustomerUserID} ) {
        $Self->{LogObject}->Log( Priority => 'error', Message => 'Need UserID or CustomerUserID!' );
        return;
    }

    # check needed stuff
    # if (!$Param{QueueID} && !$Param{TicketID}) {
    #     $Self->{LogObject}->Log(Priority => 'error', Message => 'Need QueueID or TicketID!');
    #     return;
    # }
    my %Types = $Self->{TypeObject}->TypeList( Valid => 1 );

    # workflow
    my $ACL = $Self->TicketAcl(
        %Param,
        ReturnType    => 'Ticket',
        ReturnSubType => 'Type',
        Data          => \%Types,
    );
    return $Self->TicketAclData() if $ACL;
    return %Types;
}

=item TicketTypeSet()

to set a ticket type

    my $Success = $TicketObject->TicketTypeSet(
        TypeID   => 123,
        TicketID => 123,
        UserID   => 123,
    );

    my $Success = $TicketObject->TicketTypeSet(
        Type     => 'normal',
        TicketID => 123,
        UserID   => 123,
    );

Events:
    TicketTypeUpdate

=cut

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

    # type lookup
    if ( $Param{Type} && !$Param{TypeID} ) {
        $Param{TypeID} = $Self->{TypeObject}->TypeLookup( Type => $Param{Type} );
    }

    # check needed stuff
    for my $Needed (qw(TicketID TypeID UserID)) {
        if ( !$Param{$Needed} ) {
            $Self->{LogObject}->Log( Priority => 'error', Message => "Need $Needed!" );
            return;
        }
    }

    # get current ticket
    my %Ticket = $Self->TicketGet(%Param);

    # update needed?
    return 1 if $Param{TypeID} == $Ticket{TypeID};

    # permission check
    my %TypeList = $Self->TicketTypeList(%Param);
    if ( !$TypeList{ $Param{TypeID} } ) {
        $Self->{LogObject}->Log(
            Priority => 'notice',
            Message  => "Permission denied on TicketID: $Param{TicketID}!",
        );
        return;
    }

    return if !$Self->{DBObject}->Do(
        SQL => 'UPDATE ticket SET type_id = ? WHERE id = ?',
        Bind => [ \$Param{TypeID}, \$Param{TicketID} ],
    );

    # clear ticket cache
    delete $Self->{ 'Cache::GetTicket' . $Param{TicketID} };

    # get new ticket data
    my %TicketNew = $Self->TicketGet(%Param);
    $TicketNew{Type} = $TicketNew{Type} || 'NULL';
    $Param{TypeID}   = $Param{TypeID}   || '';
    $Ticket{Type}    = $Ticket{Type}    || 'NULL';
    $Ticket{TypeID}  = $Ticket{TypeID}  || '';

    # history insert
    $Self->HistoryAdd(
        TicketID    => $Param{TicketID},
        HistoryType => 'TypeUpdate',
        Name        => "\%\%$TicketNew{Type}\%\%$Param{TypeID}\%\%$Ticket{Type}\%\%$Ticket{TypeID}",
        CreateUserID => $Param{UserID},
    );

    # trigger event
    $Self->EventHandler(
        Event => 'TicketTypeUpdate',
        Data  => {
            TicketID => $Param{TicketID},
        },
        UserID => $Param{UserID},
    );

    return 1;
}

=item TicketServiceList()

to get all possible services for a ticket (depends on workflow, if configured)

    my %Services = $TicketObject->TicketServiceList(
        QueueID        => 123,
        UserID         => 123,
    );

    my %Services = $TicketObject->TicketServiceList(
        CustomerUserID => 123,
        QueueID        => 123,
    );

    my %Services = $TicketObject->TicketServiceList(
        CustomerUserID => 123,
        TicketID       => 123,
        UserID         => 123,
    );

Returns:

    %Services = (
        1 => 'ServiceA',
        2 => 'ServiceB',
        3 => 'ServiceC',
    );

=cut

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

    # check needed stuff
    if ( !$Param{UserID} && !$Param{CustomerUserID} ) {
        $Self->{LogObject}->Log(
            Priority => 'error',
            Message  => 'Need UserID, CustomerUserID or UserID and CustomerUserID is needed!',
        );
        return;
    }

    # check needed stuff
    if ( !$Param{QueueID} && !$Param{TicketID} ) {
        $Self->{LogObject}->Log(
            Priority => 'error',
            Message  => 'Need QueueID or TicketID!',
        );
        return;
    }
    my %Services;
    if ( !$Param{CustomerUserID} ) {
        %Services = $Self->{ServiceObject}->ServiceList( UserID => 1, );
    }
    else {
        %Services = $Self->{ServiceObject}->CustomerUserServiceMemberList(
            Result            => 'HASH',
            CustomerUserLogin => $Param{CustomerUserID},
            UserID            => 1,
        );
    }

    # workflow
    my $ACL = $Self->TicketAcl(
        %Param,
        ReturnType    => 'Ticket',
        ReturnSubType => 'Service',
        Data          => \%Services,
    );
    return $Self->TicketAclData() if $ACL;
    return %Services;
}

=item TicketServiceSet()

to set a ticket service

    my $Success = $TicketObject->TicketServiceSet(
        ServiceID => 123,
        TicketID  => 123,
        UserID    => 123,
    );

    my $Success = $TicketObject->TicketServiceSet(
        Service  => 'Service A',
        TicketID => 123,
        UserID   => 123,
    );

Events:
    TicketServiceUpdate

=cut

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

    # service lookup
    if ( $Param{Service} && !$Param{ServiceID} ) {
        $Param{ServiceID} = $Self->{ServiceObject}->ServiceLookup( Name => $Param{Service} );
    }

    # check needed stuff
    for my $Needed (qw(TicketID ServiceID UserID)) {
        if ( !defined $Param{$Needed} ) {
            $Self->{LogObject}->Log( Priority => 'error', Message => "Need $Needed!" );
            return;
        }
    }

    # get current ticket
    my %Ticket = $Self->TicketGet(%Param);

    # update needed?
    return 1 if $Param{ServiceID} eq $Ticket{ServiceID};

    # permission check
    my %ServiceList = $Self->TicketServiceList(%Param);
    if ( $Param{ServiceID} ne '' && !$ServiceList{ $Param{ServiceID} } ) {
        $Self->{LogObject}->Log(
            Priority => 'notice',
            Message  => "Permission denied on TicketID: $Param{TicketID}!",
        );
        return;
    }

    # check database undef/NULL (set value to undef/NULL to prevent database errors)
    for my $Parameter (qw(ServiceID SLAID)) {
        if ( !$Param{$Parameter} ) {
            $Param{$Parameter} = undef;
        }
    }

    return if !$Self->{DBObject}->Do(
        SQL => 'UPDATE ticket SET service_id = ? WHERE id = ?',
        Bind => [ \$Param{ServiceID}, \$Param{TicketID} ],
    );

    # clear ticket cache
    delete $Self->{ 'Cache::GetTicket' . $Param{TicketID} };

    # get new ticket data
    my %TicketNew = $Self->TicketGet(%Param);
    $TicketNew{Service} = $TicketNew{Service} || 'NULL';
    $Param{ServiceID}   = $Param{ServiceID}   || '';
    $Ticket{Service}    = $Ticket{Service}    || 'NULL';
    $Ticket{ServiceID}  = $Ticket{ServiceID}  || '';

    # history insert
    $Self->HistoryAdd(
        TicketID    => $Param{TicketID},
        HistoryType => 'ServiceUpdate',
        Name =>
            "\%\%$TicketNew{Service}\%\%$Param{ServiceID}\%\%$Ticket{Service}\%\%$Ticket{ServiceID}",
        CreateUserID => $Param{UserID},
    );

    # trigger event
    $Self->EventHandler(
        Event => 'TicketServiceUpdate',
        Data  => {
            TicketID => $Param{TicketID},
        },
        UserID => $Param{UserID},
    );

    return 1;
}

=item TicketEscalationPreferences()

get escalation preferences of a ticket (e. g. from SLA or from Queue based settings)

    my %Escalation = $TicketObject->TicketEscalationPreferences(
        Ticket => $Param{Ticket},
        UserID => $Param{UserID},
    );

=cut

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

    # check needed stuff
    for my $Needed (qw(Ticket UserID)) {
        if ( !defined $Param{$Needed} ) {
            $Self->{LogObject}->Log( Priority => 'error', Message => "Need $Needed!" );
            return;
        }
    }

    # get ticket attributes
    my %Ticket = %{ $Param{Ticket} };

    # get escalation properties
    my %Escalation;
    if ( $Self->{ConfigObject}->Get('Ticket::Service') && $Ticket{SLAID} ) {
        %Escalation = $Self->{SLAObject}->SLAGet(
            SLAID  => $Ticket{SLAID},
            UserID => $Param{UserID},
            Cache  => 1,
        );
    }
    else {
        %Escalation = $Self->{QueueObject}->QueueGet(
            ID     => $Ticket{QueueID},
            UserID => $Param{UserID},
            Cache  => 1,
        );
    }

    return %Escalation;
}

=item TicketEscalationDateCalculation()

get escalation properties of a ticket

    my %Escalation = $TicketObject->TicketEscalationDateCalculation(
        Ticket => $Param{Ticket},
        UserID => $Param{UserID},
    );

it returnes

    (general escalation info)
    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, e. g. "3600")

    (detail 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")

=cut

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

    # check needed stuff
    for my $Needed (qw(Ticket UserID)) {
        if ( !defined $Param{$Needed} ) {
            $Self->{LogObject}->Log( Priority => 'error', Message => "Need $Needed!" );
            return;
        }
    }

    # get ticket attributes
    my %Ticket = %{ $Param{Ticket} };

    # do no escalations on (merge|close|remove) tickets
    return if $Ticket{StateType} eq 'merged';
    return if $Ticket{StateType} eq 'closed';
    return if $Ticket{StateType} eq 'removed';

    # get escalation properties
    my %Escalation = $Self->TicketEscalationPreferences(
        Ticket => $Param{Ticket},
        UserID => $Param{UserID} || 1,
    );

    # return if we do not have any escalation attributes
    my %Map = (
        EscalationResponseTime => 'FirstResponse',
        EscalationUpdateTime   => 'Update',
        EscalationSolutionTime => 'Solution',
    );
    my $EscalationAttribute;
    for my $Key ( keys %Map ) {
        if ( $Escalation{ $Map{$Key} . 'Time' } ) {
            $EscalationAttribute = 1;
            last;
        }
    }
    return if !$EscalationAttribute;

    # calculate escalation times based on escalation properties
    my $Time = $Self->{TimeObject}->SystemTime();
    my %Data;
    for my $Key ( keys %Map ) {

        # next if no escalation time for this type is given
        next if !$Ticket{$Key};

        # get time before or over escalation (escalation_destination_unixtime - now)
        my $TimeTillEscalation = $Ticket{$Key} - $Time;

        # ticket is not escalated till now ($TimeTillEscalation > 0)
        my $WorkingTime = 0;
        if ( $TimeTillEscalation > 0 ) {
            $WorkingTime = $Self->{TimeObject}->WorkingTime(
                StartTime => $Time,
                StopTime  => $Ticket{$Key},
                Calendar  => $Escalation{Calendar},
            );

            # set notification if notify % is reached
            if ( $Escalation{ $Map{$Key} . 'Notify' } ) {
                my $Reached
                    = 100 - ( $WorkingTime / ( $Escalation{ $Map{$Key} . 'Time' } * 60 / 100 ) );
                if ( $Reached >= $Escalation{ $Map{$Key} . 'Notify' } ) {
                    $Data{ $Map{$Key} . 'TimeNotification' } = 1;
                }
            }
        }

        # ticket is overtime ($TimeTillEscalation < 0)
        else {
            $WorkingTime = $Self->{TimeObject}->WorkingTime(
                StartTime => $Ticket{$Key},
                StopTime  => $Time,
                Calendar  => $Escalation{Calendar},
            );
            $WorkingTime = "-$WorkingTime";

            # set escalation
            $Data{ $Map{$Key} . 'TimeEscalation' } = 1;
        }
        my $DestinationDate = $Self->{TimeObject}->SystemTime2TimeStamp(
            SystemTime => $Ticket{$Key},
        );
        $Data{ $Map{$Key} . 'TimeDestinationTime' } = $Ticket{$Key};
        $Data{ $Map{$Key} . 'TimeDestinationDate' } = $DestinationDate;
        $Data{ $Map{$Key} . 'TimeWorkingTime' }     = $WorkingTime;
        $Data{ $Map{$Key} . 'Time' }                = $TimeTillEscalation;

        # set global escalation attributes (set the escalation which is the first in time)
        if (
            !$Data{EscalationDestinationTime}
            || $Data{EscalationDestinationTime} > $Ticket{$Key}
            )
        {
            $Data{EscalationDestinationTime} = $Ticket{$Key};
            $Data{EscalationDestinationDate} = $DestinationDate;
            $Data{EscalationTimeWorkingTime} = $WorkingTime;
            $Data{EscalationTime}            = $TimeTillEscalation;

            # escalation time in readable way
            $Data{EscalationDestinationIn} = '';
            if ( $WorkingTime >= 3600 ) {
                $Data{EscalationDestinationIn} .= int( $WorkingTime / 3600 ) . 'h ';
                $WorkingTime = $WorkingTime
                    - ( int( $WorkingTime / 3600 ) * 3600 );    # remove already shown hours
            }
            if ( $WorkingTime <= 3600 || int( $WorkingTime / 60 ) ) {
                $Data{EscalationDestinationIn} .= int( $WorkingTime / 60 ) . 'm';
            }
        }
    }

    return %Data;
}

=item TicketEscalationIndexBuild()

build escalation index of one ticket with current settings (SLA, Queue, Calendar...)

    my $Success = $TicketObject->TicketEscalationIndexBuild(
        Ticket => $Param{Ticket},
        UserID => $Param{UserID},
    );

=cut

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

    # check needed stuff
    for my $Needed (qw(TicketID UserID)) {
        if ( !defined $Param{$Needed} ) {
            $Self->{LogObject}->Log( Priority => 'error', Message => "Need $Needed!" );
            return;
        }
    }

    my %Ticket = $Self->TicketGet(
        TicketID => $Param{TicketID},
        UserID   => $Param{UserID},
    );

    # do no escalations on (merge|close|remove) tickets
    if ( $Ticket{StateType} =~ /^(merge|close|remove)/i ) {

        # update escalation times with 0
        my %EscalationTimes = (
            EscalationTime         => 'escalation_time',
            EscalationResponseTime => 'escalation_response_time',
            EscalationUpdateTime   => 'escalation_update_time',
            EscalationSolutionTime => 'escalation_solution_time',
        );
        for my $Key ( keys %EscalationTimes ) {

            # check if table update is needed
            next if !$Ticket{$Key};

            # update ticket table
            $Self->{DBObject}->Do(
                SQL  => "UPDATE ticket SET $EscalationTimes{$Key} = 0 WHERE id = ?",
                Bind => [ \$Ticket{TicketID}, ]
            );
        }

        # clear ticket cache
        delete $Self->{ 'Cache::GetTicket' . $Param{TicketID} };

        return 1;
    }

    # get escalation properties
    my %Escalation = $Self->TicketEscalationPreferences(
        Ticket => \%Ticket,
        UserID => $Param{UserID},
    );

    # find escalation times
    my $EscalationTime = 0;

    # update first response (if not responded till now)
    if ( !$Escalation{FirstResponseTime} ) {
        $Self->{DBObject}->Do(
            SQL  => 'UPDATE ticket SET escalation_response_time = 0 WHERE id = ?',
            Bind => [ \$Ticket{TicketID}, ]
        );
    }
    else {

        # check if first response is already done
        my %FirstResponseDone = $Self->_TicketGetFirstResponse(
            TicketID => $Ticket{TicketID},
            Ticket   => \%Ticket,
        );

        # update first response time to 0
        if (%FirstResponseDone) {
            $Self->{DBObject}->Do(
                SQL  => 'UPDATE ticket SET escalation_response_time = 0 WHERE id = ?',
                Bind => [ \$Ticket{TicketID}, ]
            );
        }

        # update first response time to expected escalation destination time
        else {
            my $DestinationTime = $Self->{TimeObject}->DestinationTime(
                StartTime => $Self->{TimeObject}->TimeStamp2SystemTime(
                    String => $Ticket{Created}
                ),
                Time     => $Escalation{FirstResponseTime} * 60,
                Calendar => $Escalation{Calendar},
            );

            # update first response time to $DestinationTime
            $Self->{DBObject}->Do(
                SQL => 'UPDATE ticket SET escalation_response_time = ? WHERE id = ?',
                Bind => [ \$DestinationTime, \$Ticket{TicketID}, ]
            );

            # remember escalation time
            $EscalationTime = $DestinationTime;
        }
    }

    # update update && do not escalate in "pending auto" for escalation update time
    if ( !$Escalation{UpdateTime} || $Ticket{StateType} =~ /^(pending)/i ) {
        $Self->{DBObject}->Do(
            SQL  => 'UPDATE ticket SET escalation_update_time = 0 WHERE id = ?',
            Bind => [ \$Ticket{TicketID}, ]
        );
    }
    else {

        # check if update escalation should be set
        my @SenderHistory;
        return if !$Self->{DBObject}->Prepare(
            SQL => 'SELECT article_sender_type_id, article_type_id, create_time FROM '
                . 'article WHERE ticket_id = ? ORDER BY create_time ASC',
            Bind => [ \$Param{TicketID} ],
        );
        while ( my @Row = $Self->{DBObject}->FetchrowArray() ) {
            push @SenderHistory, {
                SenderTypeID  => $Row[0],
                ArticleTypeID => $Row[1],
                Created       => $Row[2],
            };
        }

        # fill up lookups
        for my $Row (@SenderHistory) {

            # get sender type
            $Row->{SenderType} = $Self->ArticleSenderTypeLookup(
                SenderTypeID => $Row->{SenderTypeID},
            );

            # get article type
            $Row->{ArticleType} = $Self->ArticleTypeLookup(
                ArticleTypeID => $Row->{ArticleTypeID},
            );
        }

        # get latest customer contact time
        my $LastSenderTime;
        my $LastSenderType = '';
        for my $Row ( reverse @SenderHistory ) {

            # fill up latest sender time (as initial value)
            if ( !$LastSenderTime ) {
                $LastSenderTime = $Row->{Created};
            }

            # do not use locked tickets for calculation
            #last if $Ticket{Lock} eq 'lock';

            # do not use /int/ article types for calculation
            next if $Row->{ArticleType} =~ /int/i;

            # only use 'agent' and 'customer' sender types for calculation
            next if $Row->{SenderType} !~ /^(agent|customer)$/;

            # last if latest was customer and the next was not customer
            # otherwise use also next, older customer article as latest
            # customer followup for starting escalation
            if ( $Row->{SenderType} eq 'agent' && $LastSenderType eq 'customer' ) {
                last;
            }

            # start escalation on latest customer article
            if ( $Row->{SenderType} eq 'customer' ) {
                $LastSenderType = 'customer';
                $LastSenderTime = $Row->{Created};
            }

            # start escalation on latest agent article
            if ( $Row->{SenderType} eq 'agent' ) {
                $LastSenderTime = $Row->{Created};
                last;
            }
        }
        if ($LastSenderTime) {
            my $DestinationTime = $Self->{TimeObject}->DestinationTime(
                StartTime => $Self->{TimeObject}->TimeStamp2SystemTime(
                    String => $LastSenderTime,
                ),
                Time     => $Escalation{UpdateTime} * 60,
                Calendar => $Escalation{Calendar},
            );

            # update update time to $DestinationTime
            $Self->{DBObject}->Do(
                SQL => 'UPDATE ticket SET escalation_update_time = ? WHERE id = ?',
                Bind => [ \$DestinationTime, \$Ticket{TicketID}, ]
            );

            # remember escalation time
            if ( $EscalationTime == 0 || $DestinationTime < $EscalationTime ) {
                $EscalationTime = $DestinationTime;
            }
        }

        # else, no not escalate, because latest sender was agent
        else {
            $Self->{DBObject}->Do(
                SQL  => 'UPDATE ticket SET escalation_update_time = 0 WHERE id = ?',
                Bind => [ \$Ticket{TicketID}, ]
            );
        }
    }

    # update solution
    if ( !$Escalation{SolutionTime} ) {
        $Self->{DBObject}->Do(
            SQL  => 'UPDATE ticket SET escalation_solution_time = 0 WHERE id = ?',
            Bind => [ \$Ticket{TicketID}, ]
        );
    }
    else {

        # find solution time / first close time
        my %SolutionDone = $Self->_TicketGetClosed(
            TicketID => $Ticket{TicketID},
            Ticket   => \%Ticket,
        );

        # update solution time to 0
        if (%SolutionDone) {
            $Self->{DBObject}->Do(
                SQL  => 'UPDATE ticket SET escalation_solution_time = 0 WHERE id = ?',
                Bind => [ \$Ticket{TicketID}, ]
            );
        }
        else {
            my $DestinationTime = $Self->{TimeObject}->DestinationTime(
                StartTime => $Self->{TimeObject}->TimeStamp2SystemTime(
                    String => $Ticket{Created}
                ),
                Time     => $Escalation{SolutionTime} * 60,
                Calendar => $Escalation{Calendar},
            );

            # update solution time to $DestinationTime
            $Self->{DBObject}->Do(
                SQL => 'UPDATE ticket SET escalation_solution_time = ? WHERE id = ?',
                Bind => [ \$DestinationTime, \$Ticket{TicketID}, ]
            );

            # remember escalation time
            if ( $EscalationTime == 0 || $DestinationTime < $EscalationTime ) {
                $EscalationTime = $DestinationTime;
            }
        }
    }

    # update escalation time (< escalation time)
    if ( defined $EscalationTime ) {
        $Self->{DBObject}->Do(
            SQL => 'UPDATE ticket SET escalation_time = ? WHERE id = ?',
            Bind => [ \$EscalationTime, \$Ticket{TicketID}, ]
        );
    }

    # clear ticket cache
    delete $Self->{ 'Cache::GetTicket' . $Param{TicketID} };

    return 1;
}

=item TicketSLAList()

to get all possible SLAs for a ticket (depends on workflow, if configured)

    my %SLAs = $TicketObject->TicketSLAList(
        ServiceID => 1,
        UserID    => 123,
    );

    my %SLAs = $TicketObject->TicketSLAList(
        QueueID   => 123,
        ServiceID => 1,
        UserID    => 123,
    );

    my %SLAs = $TicketObject->TicketSLAList(
        TicketID  => 123,
        ServiceID => 1,
        UserID    => 123,
    );

Returns:

    %SLAs = (
        1 => 'SLA A',
        2 => 'SLA B',
        3 => 'SLA C',
    );

=cut

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

    # check needed stuff
    if ( !$Param{UserID} && !$Param{CustomerUserID} ) {
        $Self->{LogObject}->Log( Priority => 'error', Message => 'Need UserID or CustomerUserID!' );
        return;
    }

    # check needed stuff
    if ( !$Param{QueueID} && !$Param{TicketID} ) {
        $Self->{LogObject}->Log( Priority => 'error', Message => 'Need QueueID or TicketID!' );
        return;
    }

    # return emty hash, if no service id is given
    if ( !$Param{ServiceID} ) {
        return ();
    }

    # get sla list
    my %SLAs = $Self->{SLAObject}->SLAList(
        ServiceID => $Param{ServiceID},
        UserID    => 1,
    );

    # workflow
    my $ACL = $Self->TicketAcl(
        %Param,
        ReturnType    => 'Ticket',
        ReturnSubType => 'SLA',
        Data          => \%SLAs,
    );
    return $Self->TicketAclData() if $ACL;
    return %SLAs;
}

=item TicketSLASet()

to set a ticket service level agreement

    my $Success = $TicketObject->TicketSLASet(
        SLAID    => 123,
        TicketID => 123,
        UserID   => 123,
    );

    my $Success = $TicketObject->TicketSLASet(
        SLA      => 'SLA A',
        TicketID => 123,
        UserID   => 123,
    );

Events:
    TicketSLAUpdate

=cut

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

    # sla lookup
    if ( $Param{SLA} && !$Param{SLAID} ) {
        $Param{SLAID} = $Self->{SLAObject}->SLALookup( Name => $Param{SLA} );
    }

    # check needed stuff
    for my $Needed (qw(TicketID SLAID UserID)) {
        if ( !defined $Param{$Needed} ) {
            $Self->{LogObject}->Log( Priority => 'error', Message => "Need $Needed!" );
            return;
        }
    }

    # get current ticket
    my %Ticket = $Self->TicketGet(%Param);

    # update needed?
    return 1 if ( $Param{SLAID} eq $Ticket{SLAID} );

    # permission check
    my %SLAList = $Self->TicketSLAList(
        %Param,
        ServiceID => $Ticket{ServiceID},
    );

    if ( $Param{UserID} != 1 && $Param{SLAID} ne '' && !$SLAList{ $Param{SLAID} } ) {
        $Self->{LogObject}->Log(
            Priority => 'notice',
            Message  => "Permission denied on TicketID: $Param{TicketID}!",
        );
        return;
    }

    # check database undef/NULL (set value to undef/NULL to prevent database errors)
    for my $Parameter (qw(ServiceID SLAID)) {
        if ( !$Param{$Parameter} ) {
            $Param{$Parameter} = undef;
        }
    }

    return if !$Self->{DBObject}->Do(
        SQL => 'UPDATE ticket SET sla_id = ? WHERE id = ?',
        Bind => [ \$Param{SLAID}, \$Param{TicketID} ],
    );

    # clear ticket cache
    delete $Self->{ 'Cache::GetTicket' . $Param{TicketID} };

    # get new ticket data
    my %TicketNew = $Self->TicketGet(%Param);
    $TicketNew{SLA} = $TicketNew{SLA} || 'NULL';
    $Param{SLAID}   = $Param{SLAID}   || '';
    $Ticket{SLA}    = $Ticket{SLA}    || 'NULL';
    $Ticket{SLAID}  = $Ticket{SLAID}  || '';

    # history insert
    $Self->HistoryAdd(
        TicketID     => $Param{TicketID},
        HistoryType  => 'SLAUpdate',
        Name         => "\%\%$TicketNew{SLA}\%\%$Param{SLAID}\%\%$Ticket{SLA}\%\%$Ticket{SLAID}",
        CreateUserID => $Param{UserID},
    );

    # trigger event
    $Self->EventHandler(
        Event => 'TicketSLAUpdate',
        Data  => {
            TicketID => $Param{TicketID},
        },
        UserID => $Param{UserID},
    );

    return 1;
}

=item TicketCustomerSet()

Set customer data of ticket.

    my $Success = $TicketObject->TicketCustomerSet(
        No       => 'client123',
        User     => 'client-user-123',
        TicketID => 123,
        UserID   => 23,
    );

Events:
    TicketCustomerUpdate

=cut

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

    # check needed stuff
    for my $Needed (qw(TicketID UserID)) {
        if ( !$Param{$Needed} ) {
            $Self->{LogObject}->Log( Priority => 'error', Message => "Need $Needed!" );
            return;
        }
    }
    if ( !defined $Param{No} && !defined $Param{User} ) {
        $Self->{LogObject}->Log( Priority => 'error', Message => 'Need User or No for update!' );
        return;
    }

    # db customer id update
    if ( defined $Param{No} ) {
        my $Ok = $Self->{DBObject}->Do(
            SQL => 'UPDATE ticket SET customer_id = ?, '
                . ' change_time = current_timestamp, change_by = ? WHERE id = ?',
            Bind => [ \$Param{No}, \$Param{UserID}, \$Param{TicketID} ]
        );
        if ($Ok) {
            $Param{History} = "CustomerID=$Param{No};";
        }
    }

    # db customer user update
    if ( defined $Param{User} ) {
        my $Ok = $Self->{DBObject}->Do(
            SQL => 'UPDATE ticket SET customer_user_id = ?, '
                . 'change_time = current_timestamp, change_by = ? WHERE id = ?',
            Bind => [ \$Param{User}, \$Param{UserID}, \$Param{TicketID} ],
        );
        if ($Ok) {
            $Param{History} .= "CustomerUser=$Param{User};";
        }
    }

    # if no change
    if ( !$Param{History} ) {
        return;
    }

    # history insert
    $Self->HistoryAdd(
        TicketID     => $Param{TicketID},
        HistoryType  => 'CustomerUpdate',
        Name         => "\%\%" . $Param{History},
        CreateUserID => $Param{UserID},
    );

    # clear ticket cache
    delete $Self->{ 'Cache::GetTicket' . $Param{TicketID} };

    # trigger event
    $Self->EventHandler(
        Event => 'TicketCustomerUpdate',
        Data  => {
            TicketID => $Param{TicketID},
        },
        UserID => $Param{UserID},
    );

    return 1;
}

=item TicketFreeTextGet()

get _possible_ ticket free text options

Note: the current value is accessible over TicketGet()

    my $HashRef = $TicketObject->TicketFreeTextGet(
        Type     => 'TicketFreeText3',
        TicketID => 123,
        UserID   => 123, # or CustomerUserID
    );

    my $HashRef = $TicketObject->TicketFreeTextGet(
        Type   => 'TicketFreeText3',
        UserID => 123, # or CustomerUserID
    );

    # fill up with existing values
    my $HashRef = $TicketObject->TicketFreeTextGet(
        Type   => 'TicketFreeText3',
        FillUp => 1,
        UserID => 123, # or CustomerUserID
    );

Returns:

    $HashRef = {
        'Storage Value A' => 'Display Value A',
        'Storage Value B' => 'Display Value B',
        'Storage Value C' => 'Display Value C',
        'Storage Value D' => 'Display Value D',
        'Storage Value E' => 'Display Value E',
    };

=cut

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

    my $Value = $Param{Value} || '';
    my $Key   = $Param{Key}   || '';

    # check needed stuff
    if ( !$Param{Type} ) {
        $Self->{LogObject}->Log( Priority => 'error', Message => "Need Type!" );
        return;
    }
    if ( !$Param{UserID} && !$Param{CustomerUserID} ) {
        $Self->{LogObject}->Log(
            Priority => 'error',
            Message  => 'Need UserID or CustomerUserID!',
        );
        return;
    }

    # get config
    my %Data;
    if ( ref $Self->{ConfigObject}->Get( $Param{Type} ) eq 'HASH' ) {
        %Data = %{ $Self->{ConfigObject}->Get( $Param{Type} ) };
    }

    # check existing
    if ( $Param{FillUp} && %Data ) {

        my $TimeStart = $Self->{TimeObject}->SystemTime();
        my $Counter   = $Param{Type};
        $Counter =~ s/^.+?(\d+?)$/$1/;

        # check cache
        my $CacheObject = Kernel::System::Cache->new( %{$Self} );
        my $CacheData   = $CacheObject->Get(
            Type => 'TicketFreeTextLookup',
            Key  => $Param{Type},
        );

        # do cache lookup
        if ( $CacheData && ref $CacheData eq 'HASH' ) {
            %Data = ( %{$CacheData}, %Data );
        }

        # do database lookup
        elsif ( $Param{Type} =~ /text/i ) {
            return if !$Self->{DBObject}->Prepare(
                SQL => "SELECT distinct(freetext$Counter) FROM ticket",
            );
            while ( my @Row = $Self->{DBObject}->FetchrowArray() ) {
                if ( $Row[0] && !$Data{ $Row[0] } ) {
                    $Data{ $Row[0] } = $Row[0];
                }
            }
        }
        else {
            return if !$Self->{DBObject}->Prepare(
                SQL => "SELECT distinct(freekey$Counter) FROM ticket",
            );
            while ( my @Row = $Self->{DBObject}->FetchrowArray() ) {
                if ( $Row[0] && !$Data{ $Row[0] } ) {
                    $Data{ $Row[0] } = $Row[0];
                }
            }
        }

        # fill cache
        if ( !$CacheData && %Data ) {
            my $TimeEnd = $Self->{TimeObject}->SystemTime();
            my $TTL     = 10 * 60;
            if ( $TimeEnd - $TimeStart > 2 ) {
                $TTL = 8 * 60 * 60;
            }
            elsif ( $TimeEnd - $TimeStart > 1 ) {
                $TTL = 4 * 60 * 60;
            }
            elsif ( $TimeEnd - $TimeStart > 0 ) {
                $TTL = 2 * 60 * 60;
            }
            $CacheObject->Set(
                Type  => 'TicketFreeTextLookup',
                Key   => $Param{Type},
                Value => \%Data,
                TTL   => $TTL,
            );
        }
    }

    # workflow
    my $ACL = $Self->TicketAcl(
        %Param,
        ReturnType    => 'Ticket',
        ReturnSubType => $Param{Type},
        Data          => \%Data,
    );
    if ($ACL) {
        my %Hash = $Self->TicketAclData();
        return \%Hash;
    }
    return if !%Data;
    return \%Data;
}

=item TicketFreeTextSet()

Set ticket free text.

    my $Success = $TicketObject->TicketFreeTextSet(
        Counter  => 1,
        Key      => 'Planet', # optional
        Value    => 'Sun',  # optional
        TicketID => 123,
        UserID   => 23,
    );

Events:
    TicketFreeTextUpdate

=cut

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

    # check needed stuff
    for my $Needed (qw(TicketID UserID Counter)) {
        if ( !$Param{$Needed} ) {
            $Self->{LogObject}->Log( Priority => 'error', Message => "Need $Needed!" );
            return;
        }
    }

    # check if update is needed
    my %Ticket = $Self->TicketGet( TicketID => $Param{TicketID} );

    my $Value = '';
    my $Key   = '';

    if ( defined $Param{Value} ) {
        $Value = $Param{Value};
    }
    else {
        $Value = $Ticket{ 'TicketFreeText' . $Param{Counter} };
    }

    if ( defined $Param{Key} ) {
        $Key = $Param{Key};
    }
    else {
        $Key = $Ticket{ 'TicketFreeKey' . $Param{Counter} };
    }

    if (
        $Value  eq $Ticket{"TicketFreeText$Param{Counter}"}
        && $Key eq $Ticket{"TicketFreeKey$Param{Counter}"}
        )
    {
        return 1;
    }

    # db quote
    $Param{Counter} = $Self->{DBObject}->Quote( $Param{Counter}, 'Integer' );

    # db update
    return if !$Self->{DBObject}->Do(
        SQL => "UPDATE ticket SET freekey$Param{Counter} = ?, freetext$Param{Counter} = ?, "
            . " change_time = current_timestamp, change_by = ? WHERE id = ?",
        Bind => [ \$Key, \$Value, \$Param{UserID}, \$Param{TicketID} ],
    );

    # history insert
    $Self->HistoryAdd(
        TicketID     => $Param{TicketID},
        QueueID      => $Ticket{QueueID},
        HistoryType  => 'TicketFreeTextUpdate',
        Name         => "\%\%FreeKey$Param{Counter}\%\%$Key\%\%FreeText$Param{Counter}\%\%$Value",
        CreateUserID => $Param{UserID},
    );

    # clear ticket cache
    delete $Self->{ 'Cache::GetTicket' . $Param{TicketID} };

    # trigger event
    $Self->EventHandler(
        Event => 'TicketFreeTextUpdate',
        Data  => {
            Counter  => $Param{Counter},
            TicketID => $Param{TicketID},
        },
        UserID => $Param{UserID},
    );

    return 1;
}

=item TicketFreeTimeSet()

Set ticket free text.

    my $Success = $TicketObject->TicketFreeTimeSet(
        Counter               => 1,
        Prefix                => 'TicketFreeTime',
        TicketFreeTime1Year   => 1900,
        TicketFreeTime1Month  => 12,
        TicketFreeTime1Day    => 24,
        TicketFreeTime1Hour   => 22,
        TicketFreeTime1Minute => 01,
        TicketID              => 123,
        UserID                => 23,
    );

If you want to set a FreeTime value to null, just supply zeros:

    my $Success = $TicketObject->TicketFreeTimeSet(
        Counter               => 1,
        Prefix                => 'TicketFreeTime',
        TicketFreeTime1Year   => 0,
        TicketFreeTime1Month  => 0,
        TicketFreeTime1Day    => 0,
        TicketFreeTime1Hour   => 0,
        TicketFreeTime1Minute => 0,
        TicketID              => 123,
        UserID                => 23,
    );

Events:
    TicketFreeTimeUpdate

=cut

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

    my $Prefix = $Param{Prefix} || 'TicketFreeTime';

    # check needed stuff
    for my $Needed (qw(TicketID UserID Counter)) {
        if ( !defined $Param{$Needed} ) {
            $Self->{LogObject}->Log( Priority => 'error', Message => "Need $Needed!" );
            return;
        }
    }
    for my $DatePart (qw(Year Month Day Hour Minute)) {
        if ( !defined $Param{ $Prefix . $Param{Counter} . $DatePart } ) {
            $Self->{LogObject}->Log(
                Priority => 'error',
                Message  => "Need $Prefix" . $Param{Counter} . "$DatePart!",
            );
            return;
        }
    }

    # generate time stamp to compare if update is needed
    my $TimeStamp = sprintf(
        "%04d-%02d-%02d %02d:%02d:00",
        $Param{ $Prefix . $Param{Counter} . 'Year' },
        $Param{ $Prefix . $Param{Counter} . 'Month' },
        $Param{ $Prefix . $Param{Counter} . 'Day' },
        $Param{ $Prefix . $Param{Counter} . 'Hour' },
        $Param{ $Prefix . $Param{Counter} . 'Minute' },
    );
    if ( $TimeStamp eq '0000-00-00 00:00:00' ) {
        $TimeStamp = '';
    }

    # check if update is needed
    my %Ticket = $Self->TicketGet( TicketID => $Param{TicketID} );
    if ( $TimeStamp eq $Ticket{"TicketFreeTime$Param{Counter}"} ) {
        return 1;
    }

    # db update
    $Param{Counter} = $Self->{DBObject}->Quote( $Param{Counter}, 'Integer' );
    if ( !$TimeStamp || $TimeStamp eq '0000-00-00 00:00:00' ) {
        $TimeStamp = undef;
    }
    return if !$Self->{DBObject}->Do(
        SQL => "UPDATE ticket SET freetime$Param{Counter} = ?, "
            . "change_time = current_timestamp, change_by = ? WHERE id = ?",
        Bind => [ \$TimeStamp, \$Param{UserID}, \$Param{TicketID} ],
    );
    if ( !$TimeStamp ) {
        $TimeStamp = '';
    }

    # history insert
    $Self->HistoryAdd(
        TicketID     => $Param{TicketID},
        QueueID      => $Ticket{QueueID},
        HistoryType  => 'TicketFreeTextUpdate',
        Name         => "\%\%FreeTime$Param{Counter}\%\%$TimeStamp",
        CreateUserID => $Param{UserID},
    );

    # clear ticket cache
    delete $Self->{ 'Cache::GetTicket' . $Param{TicketID} };

    # trigger event
    $Self->EventHandler(
        Event => 'TicketFreeTimeUpdate',
        Data  => {
            Counter  => $Param{Counter},
            TicketID => $Param{TicketID},
        },
        UserID => $Param{UserID},
    );

    return 1;
}

=item TicketPermission()

returns whether or not the agent has permission on a ticket

    my $Access = $TicketObject->TicketPermission(
        Type     => 'ro',
        TicketID => 123,
        UserID   => 123,
    );

or without logging, for example for to check if a link/action should be shown

    my $Access = $TicketObject->TicketPermission(
        Type     => 'ro',
        TicketID => 123,
        LogNo    => 1,
        UserID   => 123,
    );

=cut

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

    # check needed stuff
    for my $Needed (qw(Type TicketID UserID)) {
        if ( !$Param{$Needed} ) {
            $Self->{LogObject}->Log( Priority => 'error', Message => "Need $Needed!" );
            return;
        }
    }

    # run all TicketPermission modules
    if ( ref $Self->{ConfigObject}->Get('Ticket::Permission') eq 'HASH' ) {
        my %Modules = %{ $Self->{ConfigObject}->Get('Ticket::Permission') };
        for my $Module ( sort keys %Modules ) {

            # log try of load module
            if ( $Self->{Debug} > 1 ) {
                $Self->{LogObject}->Log(
                    Priority => 'debug',
                    Message  => "Try to load module: $Modules{$Module}->{Module}!",
                );
            }

            # load module
            next if !$Self->{MainObject}->Require( $Modules{$Module}->{Module} );

            # create object
            my $ModuleObject = $Modules{$Module}->{Module}->new(
                ConfigObject => $Self->{ConfigObject},
                LogObject    => $Self->{LogObject},
                DBObject     => $Self->{DBObject},
                TicketObject => $Self,
                QueueObject  => $Self->{QueueObject},
                UserObject   => $Self->{UserObject},
                GroupObject  => $Self->{GroupObject},
                Debug        => $Self->{Debug},
            );

            # execute Run()
            my $AccessOk = $ModuleObject->Run(%Param);

            # check granted option (should I say ok)
            if ( $AccessOk && $Modules{$Module}->{Granted} ) {
                if ( $Self->{Debug} > 0 ) {
                    $Self->{LogObject}->Log(
                        Priority => 'debug',
                        Message  => "Granted access '$Param{Type}' true for "
                            . "TicketID '$Param{TicketID}' "
                            . "through $Modules{$Module}->{Module} (no more checks)!",
                    );
                }

                # access ok
                return 1;
            }

            # return because access is false but it's required
            if ( !$AccessOk && $Modules{$Module}->{Required} ) {
                if ( !$Param{LogNo} ) {
                    $Self->{LogObject}->Log(
                        Priority => 'notice',
                        Message  => "Permission denied because module "
                            . "($Modules{$Module}->{Module}) is required "
                            . "(UserID: $Param{UserID} '$Param{Type}' on "
                            . "TicketID: $Param{TicketID})!",
                    );
                }

                # access not ok
                return;
            }
        }
    }

    # don't grant access to the ticket
    if ( !$Param{LogNo} ) {
        $Self->{LogObject}->Log(
            Priority => 'notice',
            Message  => "Permission denied (UserID: $Param{UserID} '$Param{Type}' "
                . "on TicketID: $Param{TicketID})!",
        );
    }
    return;
}

=item TicketCustomerPermission()

returns whether or not a customer has permission to a ticket

    my $Access = $TicketObject->TicketCustomerPermission(
        Type     => 'ro',
        TicketID => 123,
        UserID   => 123,
    );

or without logging, for example for to check if a link/action should be displayed

    my $Access = $TicketObject->TicketCustomerPermission(
        Type     => 'ro',
        TicketID => 123,
        LogNo    => 1,
        UserID   => 123,
    );

=cut

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

    # check needed stuff
    for my $Needed (qw(Type TicketID UserID)) {
        if ( !$Param{$Needed} ) {
            $Self->{LogObject}->Log( Priority => 'error', Message => "Need $Needed!" );
            return;
        }
    }

    # run all CustomerTicketPermission modules
    if ( ref $Self->{ConfigObject}->Get('CustomerTicket::Permission') eq 'HASH' ) {
        my %Modules = %{ $Self->{ConfigObject}->Get('CustomerTicket::Permission') };
        for my $Module ( sort keys %Modules ) {

            # log try of load module
            if ( $Self->{Debug} > 1 ) {
                $Self->{LogObject}->Log(
                    Priority => 'debug',
                    Message  => "Try to load module: $Modules{$Module}->{Module}!",
                );
            }

            # load module
            next if !$Self->{MainObject}->Require( $Modules{$Module}->{Module} );

            # create object
            my $ModuleObject = $Modules{$Module}->{Module}->new(
                ConfigObject        => $Self->{ConfigObject},
                LogObject           => $Self->{LogObject},
                DBObject            => $Self->{DBObject},
                TicketObject        => $Self,
                QueueObject         => $Self->{QueueObject},
                CustomerUserObject  => $Self->{CustomerUserObject},
                CustomerGroupObject => $Self->{CustomerGroupObject},
                Debug               => $Self->{Debug},
            );

            # execute Run()
            my $AccessOk = $ModuleObject->Run(%Param);

            # check granted option (should I say ok)
            if ( $AccessOk && $Modules{$Module}->{Granted} ) {
                if ( $Self->{Debug} > 0 ) {
                    $Self->{LogObject}->Log(
                        Priority => 'debug',
                        Message  => "Granted access '$Param{Type}' true for "
                            . "TicketID '$Param{TicketID}' "
                            . "through $Modules{$Module}->{Module} (no more checks)!",
                    );
                }

                # access ok
                return 1;
            }

            # return because access is false but it's required
            if ( !$AccessOk && $Modules{$Module}->{Required} ) {
                if ( !$Param{LogNo} ) {
                    $Self->{LogObject}->Log(
                        Priority => 'notice',
                        Message  => "Permission denied because module "
                            . "($Modules{$Module}->{Module}) is required "
                            . "(UserID: $Param{UserID} '$Param{Type}' on "
                            . "TicketID: $Param{TicketID})!",
                    );
                }

                # access not ok
                return;
            }
        }
    }

    # don't grant access to the ticket
    if ( !$Param{LogNo} ) {
        $Self->{LogObject}->Log(
            Priority => 'notice',
            Message  => "Permission denied (UserID: $Param{UserID} '$Param{Type}' on "
                . "TicketID: $Param{TicketID})!",
        );
    }
    return;
}

=item GetSubscribedUserIDsByQueueID()

returns an array of user ids which selected the given queue id as
custom queue.

    my @UserIDs = $TicketObject->GetSubscribedUserIDsByQueueID(
        QueueID => 123,
    );

Returns:

    @UserIDs = ( 1, 2, 3 );

=cut

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

    # check needed stuff
    if ( !$Param{QueueID} ) {
        $Self->{LogObject}->Log( Priority => 'error', Message => 'Need QueueID!' );
        return;
    }

    # get group of queue
    my %Queue = $Self->{QueueObject}->QueueGet( ID => $Param{QueueID} );

    # fetch all queues
    my @UserIDs;
    return if !$Self->{DBObject}->Prepare(
        SQL  => 'SELECT user_id FROM personal_queues WHERE queue_id = ?',
        Bind => [ \$Param{QueueID} ],
    );
    while ( my @Row = $Self->{DBObject}->FetchrowArray() ) {
        push @UserIDs, $Row[0];
    }

    # check if user is valid and check permissions
    my @CleanUserIDs;
    for my $UserID (@UserIDs) {
        my %User = $Self->{UserObject}->GetUserData( UserID => $UserID, Valid => 1 );
        next if !%User;

        # just send emails to permitted agents
        my %GroupMember = $Self->{GroupObject}->GroupMemberList(
            UserID => $UserID,
            Type   => 'ro',
            Result => 'HASH',
        );
        if ( $GroupMember{ $Queue{GroupID} } ) {
            push @CleanUserIDs, $UserID;
        }
    }
    return @CleanUserIDs;
}

=item TicketPendingTimeSet()

set ticket pending time:

    my $Success = $TicketObject->TicketPendingTimeSet(
        Year     => 2003,
        Month    => 08,
        Day      => 14,
        Hour     => 22,
        Minute   => 05,
        TicketID => 123,
        UserID   => 23,
    );

or use a time stamp:

    my $Success = $TicketObject->TicketPendingTimeSet(
        String   => '2003-08-14 22:05:00',
        TicketID => 123,
        UserID   => 23,
    );

If you want to set the pending time to null, just supply zeros:

    my $Success = $TicketObject->TicketPendingTimeSet(
        Year     => 0000,
        Month    => 00,
        Day      => 00,
        Hour     => 00,
        Minute   => 00,
        TicketID => 123,
        UserID   => 23,
    );

or use a time stamp:

    my $Success = $TicketObject->TicketPendingTimeSet(
        String   => '0000-00-00 00:00:00',
        TicketID => 123,
        UserID   => 23,
    );

Events:
    TicketPendingTimeUpdate

=cut

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

    # check needed stuff
    if ( !$Param{String} ) {
        for my $Needed (qw(Year Month Day Hour Minute TicketID UserID)) {
            if ( !defined $Param{$Needed} ) {
                $Self->{LogObject}->Log( Priority => 'error', Message => "Need $Needed!" );
                return;
            }
        }
    }
    else {
        for my $Needed (qw(String TicketID UserID)) {
            if ( !defined $Param{$Needed} ) {
                $Self->{LogObject}->Log( Priority => 'error', Message => "Need $Needed!" );
                return;
            }
        }
    }

    # check if we need to null the PendingTime
    my $PendingTimeNull;
    if ( $Param{String} && $Param{String} eq '0000-00-00 00:00:00' ) {
        $PendingTimeNull = 1;
        $Param{Sec}      = 0;
        $Param{Minute}   = 0;
        $Param{Hour}     = 0;
        $Param{Day}      = 0;
        $Param{Month}    = 0;
        $Param{Year}     = 0;
    }
    elsif (
        !$Param{String}
        && $Param{Minute} == 0
        && $Param{Hour} == 0 && $Param{Day} == 0
        && $Param{Month} == 0
        && $Param{Year} == 0
        )
    {
        $PendingTimeNull = 1;
    }

    # get system time from string/params
    my $Time = 0;
    if ( !$PendingTimeNull ) {
        if ( $Param{String} ) {
            $Time = $Self->{TimeObject}->TimeStamp2SystemTime( String => $Param{String}, );
            ( $Param{Sec}, $Param{Minute}, $Param{Hour}, $Param{Day}, $Param{Month}, $Param{Year} )
                = $Self->{TimeObject}->SystemTime2Date( SystemTime => $Time, );
        }
        else {
            $Time = $Self->{TimeObject}->TimeStamp2SystemTime(
                String => "$Param{Year}-$Param{Month}-$Param{Day} $Param{Hour}:$Param{Minute}:00",
            );
        }

        # return if no convert is possible
        return if !$Time;
    }

    # db update
    return if !$Self->{DBObject}->Do(
        SQL => 'UPDATE ticket SET until_time = ?, change_time = current_timestamp, change_by = ?'
            . ' WHERE id = ?',
        Bind => [ \$Time, \$Param{UserID}, \$Param{TicketID} ],
    );

    # history insert
    $Self->HistoryAdd(
        TicketID    => $Param{TicketID},
        HistoryType => 'SetPendingTime',
        Name        => '%%'
            . sprintf( "%02d", $Param{Year} ) . '-'
            . sprintf( "%02d", $Param{Month} ) . '-'
            . sprintf( "%02d", $Param{Day} ) . ' '
            . sprintf( "%02d", $Param{Hour} ) . ':'
            . sprintf( "%02d", $Param{Minute} ) . '',
        CreateUserID => $Param{UserID},
    );

    # clear ticket cache
    delete $Self->{ 'Cache::GetTicket' . $Param{TicketID} };

    # trigger event
    $Self->EventHandler(
        Event => 'TicketPendingTimeUpdate',
        Data  => {
            TicketID => $Param{TicketID},
        },
        UserID => $Param{UserID},
    );

    return 1;
}

=item TicketSearch()

To find tickets in your system.

    my @TicketIDs = $TicketObject->TicketSearch(
        # result (required)
        Result => 'ARRAY' || 'HASH' || 'COUNT',

        # result limit
        Limit => 100,

        # ticket number (optional) as STRING or as ARRAYREF
        TicketNumber => '%123546%',
        TicketNumber => ['%123546%', '%123666%'],

        # ticket title (optional) as STRING or as ARRAYREF
        Title => '%SomeText%',
        Title => ['%SomeTest1%', '%SomeTest2%'],

        Queues   => ['system queue', 'other queue'],
        QueueIDs => [1, 42, 512],

        # use also sub queues of Queue|Queues in search
        UseSubQueues => 0,

        # You can use types like normal, ...
        Types   => ['normal', 'change', 'incident'],
        TypeIDs => [3, 4],

        # You can use states like new, open, pending reminder, ...
        States   => ['new', 'open'],
        StateIDs => [3, 4],

        # (Open|Closed) tickets for all closed or open tickets.
        StateType => 'Open',

        # You also can use real state types like new, open, closed,
        # pending reminder, pending auto, removed and merged.
        StateType    => ['open', 'new'],
        StateTypeIDs => [1, 2, 3],

        Priorities  => ['1 very low', '2 low', '3 normal'],
        PriorityIDs => [1, 2, 3],

        Services   => ['Service A', 'Service B'],
        ServiceIDs => [1, 2, 3],

        SLAs   => ['SLA A', 'SLA B'],
        SLAIDs => [1, 2, 3],

        Locks   => ['unlock'],
        LockIDs => [1, 2, 3],

        OwnerIDs => [1, 12, 455, 32]

        ResponsibleIDs => [1, 12, 455, 32]

        WatchUserIDs => [1, 12, 455, 32]

        # CustomerID (optional) as STRING or as ARRAYREF
        CustomerID => '123',
        CustomerID => ['123', 'ABC'],

        # CustomerUserLogin (optional) as STRING as ARRAYREF
        CustomerUserLogin => 'uid123',
        CustomerUserLogin => ['uid123', 'uid777'],

        # create ticket properties (optional)
        CreatedUserIDs     => [1, 12, 455, 32]
        CreatedTypes       => ['normal', 'change', 'incident'],
        CreatedTypeIDs     => [1, 2, 3],
        CreatedPriorities  => ['1 very low', '2 low', '3 normal'],
        CreatedPriorityIDs => [1, 2, 3],
        CreatedStates      => ['new', 'open'],
        CreatedStateIDs    => [3, 4],
        CreatedQueues      => ['system queue', 'other queue'],
        CreatedQueueIDs    => [1, 42, 512],

        # 1..16 (optional)
        TicketFreeKey1  => 'Product',
        TicketFreeText1 => 'adasd',
        # or with multi options as array ref or string possible
        TicketFreeKey2  => ['Product', 'Product2'],
        TicketFreeText2 => ['Browser', 'Sound', 'Mouse'],

        # 1..6 (optional)
        # tickets with free time after ... (optional)
        TicketFreeTime1NewerDate => '2006-01-09 00:00:01',
        # tickets with free time before ... (optional)
        TicketFreeTime1OlderDate => '2006-01-19 23:59:59',

        # search for ticket flags
        TicketFlag => {
            Seen => 1,
        }

        # article stuff (optional)
        From    => '%spam@example.com%',
        To      => '%support@example.com%',
        Cc      => '%client@example.com%',
        Subject => '%VIRUS 32%',
        Body    => '%VIRUS 32%',

        # use full article text index if configured (optional, default off)
        FullTextIndex => 1,

        # article content search (AND or OR for From, To, Cc, Subject and Body) (optional)
        ContentSearch => 'AND',

        # article content search prefix (for From, To, Cc, Subject and Body) (optional)
        ContentSearchPrefix => '*',

        # article content search suffix (for From, To, Cc, Subject and Body) (optional)
        ContentSearchSuffix => '*',

        # content conditions for From,To,Cc,Subject,Body
        # Title,CustomerID and CustomerUserLogin (all optional)
        ConditionInline => 1,

        # articles created more than 60 minutes ago (article older than 60 minutes) (optional)
        ArticleCreateTimeOlderMinutes => 60,
        # articles created less than 120 minutes ago (article newer than 60 minutes) (optional)
        ArticleCreateTimeNewerMinutes => 120,

        # articles with create time after ... (article newer than this date) (optional)
        ArticleCreateTimeNewerDate => '2006-01-09 00:00:01',
        # articles with created time before ... (article older than this date) (optional)
        ArticleCreateTimeOlderDate => '2006-01-19 23:59:59',

        # tickets created more than 60 minutes ago (ticket older than 60 minutes)  (optional)
        TicketCreateTimeOlderMinutes => 60,
        # tickets created less than 120 minutes ago (ticket newer than 120 minutes) (optional)
        TicketCreateTimeNewerMinutes => 120,

        # tickets with create time after ... (ticket newer than this date) (optional)
        TicketCreateTimeNewerDate => '2006-01-09 00:00:01',
        # tickets with created time before ... (ticket older than this date) (optional)
        TicketCreateTimeOlderDate => '2006-01-19 23:59:59',

        # tickets changed more than 60 minutes ago (optional)
        TicketChangeTimeOlderMinutes => 60,
        # tickets changed less than 120 minutes ago (optional)
        TicketChangeTimeNewerMinutes => 120,

        # tickets with changed time after ... (ticket changed newer than this date) (optional)
        TicketChangeTimeNewerDate => '2006-01-09 00:00:01',
        # tickets with changed time before ... (ticket changed older than this date) (optional)
        TicketChangeTimeOlderDate => '2006-01-19 23:59:59',

        # tickets closed more than 60 minutes ago (optional)
        TicketCloseTimeOlderMinutes => 60,
        # tickets closed less than 120 minutes ago (optional)
        TicketCloseTimeNewerMinutes => 120,

        # tickets with closed time after ... (ticket closed newer than this date) (optional)
        TicketCloseTimeNewerDate => '2006-01-09 00:00:01',
        # tickets with closed time before ... (ticket closed older than this date) (optional)
        TicketCloseTimeOlderDate => '2006-01-19 23:59:59',

        # tickets with pending time of more than 60 minutes ago (optional)
        TicketPendingTimeOlderMinutes => 60,
        # tickets with pending time of less than 120 minutes ago (optional)
        TicketPendingTimeNewerMinutes => 120,

        # tickets with pending time after ... (optional)
        TicketPendingTimeNewerDate => '2006-01-09 00:00:01',
        # tickets with pending time before ... (optional)
        TicketPendingTimeOlderDate => '2006-01-19 23:59:59',

        # you can use all following escalation options with this four different ways of escalations
        # TicketEscalationTime...
        # TicketEscalationUpdateTime...
        # TicketEscalationResponseTime...
        # TicketEscalationSolutionTime...

        # ticket escalation time of more than 60 minutes ago (optional)
        TicketEscalationTimeOlderMinutes => -60,
        # ticket escalation time of less than 120 minutes ago (optional)
        TicketEscalationTimeNewerMinutes => -120,

        # tickets with escalation time after ... (optional)
        TicketEscalationTimeNewerDate => '2006-01-09 00:00:01',
        # tickets with escalation time before ... (optional)
        TicketEscalationTimeOlderDate => '2006-01-09 23:59:59',

        # search in archive (optional)
        ArchiveFlags => ['y', 'n'],

        # OrderBy and SortBy (optional)
        OrderBy => 'Down',  # Down|Up
        SortBy  => 'Age',   # Owner|Responsible|CustomerID|State|TicketNumber|Queue|Priority|Age|Type|Lock
                            # Title|Service|SLA|PendingTime|EscalationTime
                            # EscalationUpdateTime|EscalationResponseTime|EscalationSolutionTime
                            # TicketFreeTime1-6|TicketFreeKey1-16|TicketFreeText1-16

        # OrderBy and SortBy as ARRAY for sub sorting (optional)
        OrderBy => ['Down', 'Up'],
        SortBy  => ['Priority', 'Age'],

        # user search (UserID is required)
        UserID     => 123,
        Permission => 'ro' || 'rw',

        # customer search (CustomerUserID is required)
        CustomerUserID => 123,
        Permission     => 'ro' || 'rw',

        # CacheTTL, cache search result in seconds (optional)
        CacheTTL => 60 * 15,
    );

Returns:

Result: 'ARRAY'

    @TicketIDs = ( 1, 2, 3 );

Result: 'HASH'

    %TicketIDs = (
        1 => '2010102700001',
        2 => '2010102700002',
        3 => '2010102700003',
    );

Result: 'COUNT'

    $TicketIDs = 123;

=cut

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

    my $Result  = $Param{Result}  || 'HASH';
    my $OrderBy = $Param{OrderBy} || 'Down';
    my $SortBy  = $Param{SortBy}  || 'Age';
    my $Limit   = $Param{Limit}   || 10000;

    if ( !$Param{ContentSearch} ) {
        $Param{ContentSearch} = 'AND';
    }
    my %SortOptions = (
        Owner                  => 'st.user_id',
        Responsible            => 'st.responsible_user_id',
        CustomerID             => 'st.customer_id',
        State                  => 'st.ticket_state_id',
        Lock                   => 'st.ticket_lock_id',
        Ticket                 => 'st.tn',
        TicketNumber           => 'st.tn',
        Title                  => 'st.title',
        Queue                  => 'sq.name',
        Type                   => 'st.type_id',
        Priority               => 'st.ticket_priority_id',
        Age                    => 'st.create_time_unix',
        Service                => 'st.service_id',
        SLA                    => 'st.sla_id',
        PendingTime            => 'st.until_time',
        TicketEscalation       => 'st.escalation_time',
        EscalationTime         => 'st.escalation_time',
        EscalationUpdateTime   => 'st.escalation_update_time',
        EscalationResponseTime => 'st.escalation_response_time',
        EscalationSolutionTime => 'st.escalation_solution_time',
        TicketFreeTime1        => 'st.freetime1',
        TicketFreeTime2        => 'st.freetime2',
        TicketFreeTime3        => 'st.freetime3',
        TicketFreeTime4        => 'st.freetime4',
        TicketFreeTime5        => 'st.freetime5',
        TicketFreeTime6        => 'st.freetime6',
        TicketFreeKey1         => 'st.freekey1',
        TicketFreeText1        => 'st.freetext1',
        TicketFreeKey2         => 'st.freekey2',
        TicketFreeText2        => 'st.freetext2',
        TicketFreeKey3         => 'st.freekey3',
        TicketFreeText3        => 'st.freetext3',
        TicketFreeKey4         => 'st.freekey4',
        TicketFreeText4        => 'st.freetext4',
        TicketFreeKey5         => 'st.freekey5',
        TicketFreeText5        => 'st.freetext5',
        TicketFreeKey6         => 'st.freekey6',
        TicketFreeText6        => 'st.freetext6',
        TicketFreeKey7         => 'st.freekey7',
        TicketFreeText7        => 'st.freetext7',
        TicketFreeKey8         => 'st.freekey8',
        TicketFreeText8        => 'st.freetext8',
        TicketFreeKey9         => 'st.freekey9',
        TicketFreeText9        => 'st.freetext9',
        TicketFreeKey10        => 'st.freekey10',
        TicketFreeText10       => 'st.freetext10',
        TicketFreeKey11        => 'st.freekey11',
        TicketFreeText11       => 'st.freetext11',
        TicketFreeKey12        => 'st.freekey12',
        TicketFreeText12       => 'st.freetext12',
        TicketFreeKey13        => 'st.freekey13',
        TicketFreeText13       => 'st.freetext13',
        TicketFreeKey14        => 'st.freekey14',
        TicketFreeText14       => 'st.freetext14',
        TicketFreeKey15        => 'st.freekey15',
        TicketFreeText15       => 'st.freetext15',
        TicketFreeKey16        => 'st.freekey16',
        TicketFreeText16       => 'st.freetext16',
    );

    # check required params
    if ( !$Param{UserID} && !$Param{CustomerUserID} ) {
        $Self->{LogObject}->Log(
            Priority => 'error',
            Message  => 'Need UserID or CustomerUserID params for permission check!',
        );
        return;
    }

    # check types of given arguments
    ARGUMENT:
    for my $Key (
        qw(
        Types TypeIDs CreatedTypes CreatedTypeIDs States StateIDs CreatedStates CreatedStateIDs StateTypeIDs
        Locks LockIDs OwnerIDs ResponsibleIDs CreatedUserIDs Queues QueueIDs CreatedQueues CreatedQueueIDs
        Priorities PriorityIDs CreatedPriorities CreatedPriorityIDs Services ServiceIDs SLAs SLAIDs WatchUserIDs
        )
        )
    {
        next ARGUMENT if !$Param{$Key};
        next ARGUMENT if ref $Param{$Key} eq 'ARRAY' && @{ $Param{$Key} };

        # log error
        $Self->{LogObject}->Log(
            Priority => 'error',
            Message  => "The given param '$Key' is invalid or an empty array reference!",
        );
        return;
    }

    # quote id array elements
    ARGUMENT:
    for my $Key (
        qw(
        TypeIDs CreatedTypeIDs StateIDs CreatedStateIDs StateTypeIDs LockIDs OwnerIDs ResponsibleIDs CreatedUserIDs
        QueueIDs CreatedQueueIDs PriorityIDs CreatedPriorityIDs ServiceIDs SLAIDs WatchUserIDs
        )
        )
    {
        next ARGUMENT if !$Param{$Key};

        # quote elements
        for my $Element ( @{ $Param{$Key} } ) {
            if ( !defined $Self->{DBObject}->Quote( $Element, 'Integer' ) ) {

                # log error
                $Self->{LogObject}->Log(
                    Priority => 'error',
                    Message  => "The given param '$Element' in '$Key' is invalid!",
                );
                return;
            }
        }
    }

    # check sort/order by options
    my @SortByArray;
    my @OrderByArray;
    if ( ref $SortBy eq 'ARRAY' ) {
        @SortByArray  = @{$SortBy};
        @OrderByArray = @{$OrderBy};
    }
    else {
        @SortByArray  = ($SortBy);
        @OrderByArray = ($OrderBy);
    }
    for my $Count ( 0 .. $#SortByArray ) {
        if ( !$SortOptions{ $SortByArray[$Count] } ) {
            $Self->{LogObject}->Log(
                Priority => 'error',
                Message  => 'Need valid SortBy (' . $SortByArray[$Count] . ')!',
            );
            return;
        }
        if ( $OrderByArray[$Count] ne 'Down' && $OrderByArray[$Count] ne 'Up' ) {
            $Self->{LogObject}->Log(
                Priority => 'error',
                Message  => 'Need valid OrderBy (' . $OrderByArray[$Count] . ')!',
            );
            return;
        }
    }

    # create sql
    my $SQL;
    if ( $Result eq 'COUNT' ) {
        $SQL = 'SELECT COUNT(DISTINCT(st.id))';
    }
    else {
        $SQL = 'SELECT DISTINCT st.id, st.tn';
        for my $SortBy (@SortByArray) {
            $SQL .= ', ' . $SortOptions{$SortBy};
        }
    }
    $SQL .= ' FROM ticket st, queue sq ';

    # sql, use also article table if needed
    my ( $ArticleSQL, $ArticleSQLExt ) = $Self->_ArticleIndexQuerySQL( Data => \%Param );
    $SQL .= $ArticleSQL;

    # use also history table if required
    my $SQLExt = $ArticleSQLExt;
    ARGUMENT:
    for my $Key ( keys %Param ) {
        if ( $Key =~ /^(Ticket(Close|Change)Time(Newer|Older)(Date|Minutes)|Created.+?)/ ) {
            $SQL    .= ', ticket_history th ';
            $SQLExt .= ' AND st.id = th.ticket_id';
            last ARGUMENT;
        }
    }

    # add ticket watcher table
    if ( $Param{WatchUserIDs} ) {
        $SQL    .= ', ticket_watcher tw ';
        $SQLExt .= ' AND st.id = tw.ticket_id';
    }

    # add ticket flag table
    if ( $Param{TicketFlag} ) {
        my $Index = 1;
        for my $Key ( sort keys %{ $Param{TicketFlag} } ) {
            $SQL    .= ", ticket_flag tf$Index ";
            $SQLExt .= " AND st.id = tf$Index.ticket_id";
            $Index++;
        }
    }
    $SQLExt = ' WHERE sq.id = st.queue_id' . $SQLExt;

    # current type lookup
    if ( $Param{Types} ) {
        for my $Type ( @{ $Param{Types} } ) {

            # lookup type id
            my $TypeID = $Self->{TypeObject}->TypeLookup(
                Type => $Type,
            );
            return if !$TypeID;
            push @{ $Param{TypeIDs} }, $TypeID;
        }
    }

    # type ids
    if ( $Param{TypeIDs} ) {
        $SQLExt .= $Self->_TicketSearchSqlAndStringCreate(
            TableColumn => 'st.type_id',
            IDRef       => $Param{TypeIDs},
        );
    }

    # created types lookup
    if ( $Param{CreatedTypes} ) {
        for my $Type ( @{ $Param{CreatedTypes} } ) {

            # lookup type id
            my $TypeID = $Self->{TypeObject}->TypeLookup(
                Type => $Type,
            );
            return if !$TypeID;
            push @{ $Param{CreatedTypeIDs} }, $TypeID;
        }
    }

    # created type ids
    if ( $Param{CreatedTypeIDs} ) {

        # lookup history type id
        my $HistoryTypeID = $Self->HistoryTypeLookup(
            Type => 'NewTicket',
        );

        if ($HistoryTypeID) {

            # create sql part
            $SQLExt .= $Self->_TicketSearchSqlAndStringCreate(
                TableColumn => 'th.type_id',
                IDRef       => $Param{CreatedTypeIDs},
            );
            $SQLExt .= " AND th.history_type_id = $HistoryTypeID ";
        }
    }

    # current state lookup
    if ( $Param{States} ) {
        for my $State ( @{ $Param{States} } ) {

            # get state data
            my %StateData = $Self->{StateObject}->StateGet(
                Name => $State,
            );
            return if !%StateData;
            push @{ $Param{StateIDs} }, $StateData{ID};
        }
    }

    # state ids
    if ( $Param{StateIDs} ) {
        $SQLExt .= $Self->_TicketSearchSqlAndStringCreate(
            TableColumn => 'st.ticket_state_id',
            IDRef       => $Param{StateIDs},
        );
    }

    # created states lookup
    if ( $Param{CreatedStates} ) {
        for my $State ( @{ $Param{CreatedStates} } ) {

            # get state data
            my %StateData = $Self->{StateObject}->StateGet(
                Name => $State,
            );
            return if !%StateData;
            push @{ $Param{CreatedStateIDs} }, $StateData{ID};
        }
    }

    # created state ids
    if ( $Param{CreatedStateIDs} ) {

        # lookup history type id
        my $HistoryTypeID = $Self->HistoryTypeLookup(
            Type => 'NewTicket',
        );

        if ($HistoryTypeID) {

            # create sql part
            $SQLExt .= $Self->_TicketSearchSqlAndStringCreate(
                TableColumn => 'th.state_id',
                IDRef       => $Param{CreatedStateIDs},
            );
            $SQLExt .= " AND th.history_type_id = $HistoryTypeID ";
        }
    }

    # current ticket state type
    # NOTE: Open and Closed are not valid state types. It's for compat.
    # Open   -> All states which are grouped as open (new, open, pending, ...)
    # Closed -> All states which are grouped as closed (closed successful, closed unsuccessful)
    if ( $Param{StateType} && $Param{StateType} eq 'Open' ) {
        my @ViewableStateIDs = $Self->{StateObject}->StateGetStatesByType(
            Type   => 'Viewable',
            Result => 'ID',
        );
        $SQLExt .= " AND st.ticket_state_id IN ( ${\(join ', ', sort @ViewableStateIDs)} ) ";
    }
    elsif ( $Param{StateType} && $Param{StateType} eq 'Closed' ) {
        my @ViewableStateIDs = $Self->{StateObject}->StateGetStatesByType(
            Type   => 'Viewable',
            Result => 'ID',
        );
        $SQLExt .= " AND st.ticket_state_id NOT IN ( ${\(join ', ', sort @ViewableStateIDs)} ) ";
    }

    # current ticket state type
    elsif ( $Param{StateType} ) {
        my @StateIDs = $Self->{StateObject}->StateGetStatesByType(
            StateType => $Param{StateType},
            Result    => 'ID',
        );
        return if !$StateIDs[0];
        $SQLExt .= " AND st.ticket_state_id IN ( ${\(join ', ', sort {$a <=> $b} @StateIDs)} ) ";
    }

    if ( $Param{StateTypeIDs} ) {
        my %StateTypeList = $Self->{StateObject}->StateTypeList(
            UserID => $Param{UserID} || 1,
        );
        my @StateTypes = map { $StateTypeList{$_} } @{ $Param{StateTypeIDs} };
        my @StateIDs = $Self->{StateObject}->StateGetStatesByType(
            StateType => \@StateTypes,
            Result    => 'ID',
        );
        return if !$StateIDs[0];
        $SQLExt .= " AND st.ticket_state_id IN ( ${\(join ', ', sort {$a <=> $b} @StateIDs)} ) ";
    }

    # current lock lookup
    if ( $Param{Locks} ) {
        for my $Lock ( @{ $Param{Locks} } ) {

            # lookup lock id
            my $LockID = $Self->{LockObject}->LockLookup(
                Lock => $Lock,
            );
            return if !$LockID;
            push @{ $Param{LockIDs} }, $LockID;
        }
    }

    # lock ids
    if ( $Param{LockIDs} ) {
        $SQLExt .= $Self->_TicketSearchSqlAndStringCreate(
            TableColumn => 'st.ticket_lock_id',
            IDRef       => $Param{LockIDs},
        );
    }

    # current owner user ids
    if ( $Param{OwnerIDs} ) {
        $SQLExt .= $Self->_TicketSearchSqlAndStringCreate(
            TableColumn => 'st.user_id',
            IDRef       => $Param{OwnerIDs},
        );
    }

    # current responsible user ids
    if ( $Param{ResponsibleIDs} ) {
        $SQLExt .= $Self->_TicketSearchSqlAndStringCreate(
            TableColumn => 'st.responsible_user_id',
            IDRef       => $Param{ResponsibleIDs},
        );
    }

    # created user ids
    if ( $Param{CreatedUserIDs} ) {

        # lookup history type id
        my $HistoryTypeID = $Self->HistoryTypeLookup(
            Type => 'NewTicket',
        );

        if ($HistoryTypeID) {

            # create sql part
            $SQLExt .= $Self->_TicketSearchSqlAndStringCreate(
                TableColumn => 'th.create_by',
                IDRef       => $Param{CreatedUserIDs},
            );
            $SQLExt .= " AND th.history_type_id = $HistoryTypeID ";
        }
    }

    # current queue lookup
    if ( $Param{Queues} ) {
        for my $Queue ( @{ $Param{Queues} } ) {

            # lookup queue id
            my $QueueID = $Self->{QueueObject}->QueueLookup(
                Queue => $Queue,
            );
            return if !$QueueID;
            push @{ $Param{QueueIDs} }, $QueueID;
        }
    }

    # current sub queue ids
    if ( $Param{UseSubQueues} && $Param{QueueIDs} ) {
        my @SubQueueIDs;
        my %Queues = $Self->{QueueObject}->GetAllQueues();
        for my $QueueID ( @{ $Param{QueueIDs} } ) {
            my $Queue = $Self->{QueueObject}->QueueLookup( QueueID => $QueueID );
            for my $QueuesID ( keys %Queues ) {
                if ( $Queues{$QueuesID} =~ /^\Q$Queue\E::/i ) {
                    push @SubQueueIDs, $QueuesID;
                }
            }
        }
        push @{ $Param{QueueIDs} }, @SubQueueIDs;
    }

    # current queue ids
    if ( $Param{QueueIDs} ) {
        $SQLExt .= $Self->_TicketSearchSqlAndStringCreate(
            TableColumn => 'st.queue_id',
            IDRef       => $Param{QueueIDs},
        );
    }

    # created queue lookup
    if ( $Param{CreatedQueues} ) {
        for my $Queue ( @{ $Param{CreatedQueues} } ) {

            # lookup queue id
            my $QueueID = $Self->{QueueObject}->QueueLookup(
                Queue => $Queue,
            );
            return if !$QueueID;
            push @{ $Param{CreatedQueueIDs} }, $QueueID;
        }
    }

    # created queue ids
    if ( $Param{CreatedQueueIDs} ) {

        # lookup history type id
        my $HistoryTypeID = $Self->HistoryTypeLookup(
            Type => 'NewTicket',
        );

        if ($HistoryTypeID) {

            # create sql part
            $SQLExt .= $Self->_TicketSearchSqlAndStringCreate(
                TableColumn => 'th.queue_id',
                IDRef       => $Param{CreatedQueueIDs},
            );
            $SQLExt .= " AND th.history_type_id = $HistoryTypeID ";
        }
    }

    my @GroupIDs;

    # user groups
    if ( $Param{UserID} && $Param{UserID} != 1 ) {

        # get users groups
        @GroupIDs = $Self->{GroupObject}->GroupMemberList(
            UserID => $Param{UserID},
            Type   => $Param{Permission} || 'ro',
            Result => 'ID',
        );

        # return if we have no permissions
        return if !@GroupIDs;
    }

    # customer groups
    elsif ( $Param{CustomerUserID} ) {
        @GroupIDs = $Self->{CustomerGroupObject}->GroupMemberList(
            UserID => $Param{CustomerUserID},
            Type   => $Param{Permission} || 'ro',
            Result => 'ID',
        );

        # return if we have no permissions
        return if !@GroupIDs;

        # get all customer ids
        $SQLExt .= ' AND (';
        my @CustomerIDs = $Self->{CustomerUserObject}->CustomerIDs(
            User => $Param{CustomerUserID},
        );
        if (@CustomerIDs) {
            $SQLExt .= 'LOWER(st.customer_id) IN (';
            my $Exists = 0;
            for (@CustomerIDs) {
                if ($Exists) {
                    $SQLExt .= ', ';
                }
                else {
                    $Exists = 1;
                }
                $SQLExt .= "LOWER('" . $Self->{DBObject}->Quote($_) . "')";
            }
            $SQLExt .= ') OR ';
        }

        # get all own tickets
        my $CustomerUserIDQuoted = $Self->{DBObject}->Quote( $Param{CustomerUserID} );
        $SQLExt .= "st.customer_user_id = '$CustomerUserIDQuoted') ";
    }

    # add group ids to sql string
    if (@GroupIDs) {
        $SQLExt .= " AND sq.group_id IN (${\(join ', ' , sort {$a <=> $b} @GroupIDs)}) ";
    }

    # current priority lookup
    if ( $Param{Priorities} ) {
        for my $Priority ( @{ $Param{Priorities} } ) {

            # lookup priority id
            my $PriorityID = $Self->{PriorityObject}->PriorityLookup(
                Priority => $Priority,
            );
            return if !$PriorityID;
            push @{ $Param{PriorityIDs} }, $PriorityID;
        }
    }

    # priority ids
    if ( $Param{PriorityIDs} ) {
        $SQLExt .= $Self->_TicketSearchSqlAndStringCreate(
            TableColumn => 'st.ticket_priority_id',
            IDRef       => $Param{PriorityIDs},
        );
    }

    # created priority lookup
    if ( $Param{CreatedPriorities} ) {
        for my $Priority ( @{ $Param{CreatedPriorities} } ) {

            # lookup priority id
            my $PriorityID = $Self->{PriorityObject}->PriorityLookup(
                Priority => $Priority,
            );
            return if !$PriorityID;
            push @{ $Param{CreatedPriorityIDs} }, $PriorityID;
        }
    }

    # created priority ids
    if ( $Param{CreatedPriorityIDs} ) {

        # lookup history type id
        my $HistoryTypeID = $Self->HistoryTypeLookup(
            Type => 'NewTicket',
        );

        if ($HistoryTypeID) {

            # create sql part
            $SQLExt .= $Self->_TicketSearchSqlAndStringCreate(
                TableColumn => 'th.priority_id',
                IDRef       => $Param{CreatedPriorityIDs},
            );
            $SQLExt .= " AND th.history_type_id = $HistoryTypeID ";
        }
    }

    # current service lookup
    if ( $Param{Services} ) {
        for my $Service ( @{ $Param{Services} } ) {

            # lookup service id
            my $ServiceID = $Self->{ServiceObject}->ServiceLookup(
                Name => $Service,
            );
            return if !$ServiceID;
            push @{ $Param{ServiceIDs} }, $ServiceID;
        }
    }

    # service ids
    if ( $Param{ServiceIDs} ) {
        $SQLExt .= $Self->_TicketSearchSqlAndStringCreate(
            TableColumn => 'st.service_id',
            IDRef       => $Param{ServiceIDs},
        );
    }

    # current sla lookup
    if ( $Param{SLAs} ) {
        for my $SLA ( @{ $Param{SLAs} } ) {

            # lookup sla id
            my $SLAID = $Self->{SLAObject}->SLALookup(
                Name => $SLA,
            );
            return if !$SLAID;
            push @{ $Param{SLAIDs} }, $SLAID;
        }
    }

    # sla ids
    if ( $Param{SLAIDs} ) {
        $SQLExt .= $Self->_TicketSearchSqlAndStringCreate(
            TableColumn => 'st.sla_id',
            IDRef       => $Param{SLAIDs},
        );
    }

    # watch user ids
    if ( $Param{WatchUserIDs} ) {
        $SQLExt .= $Self->_TicketSearchSqlAndStringCreate(
            TableColumn => 'tw.user_id',
            IDRef       => $Param{WatchUserIDs},
        );
    }

    # add ticket flag extension
    if ( $Param{TicketFlag} ) {

        my $TicketFlagUserID = $Param{TicketFlagUserID} || $Param{UserID};
        return if !defined $TicketFlagUserID;

        my $Index = 1;
        for my $Key ( sort keys %{ $Param{TicketFlag} } ) {
            my $Value = $Param{TicketFlag}->{$Key};
            return if !defined $Value;

            $SQLExt .= " AND tf$Index.ticket_key = '" . $Self->{DBObject}->Quote($Key) . "'";
            $SQLExt .= " AND tf$Index.ticket_value = '" . $Self->{DBObject}->Quote($Value) . "'";
            $SQLExt .= " AND tf$Index.create_by = " . $Self->{DBObject}->Quote($TicketFlagUserID);

            $Index++;
        }
    }

    # other ticket stuff
    my %FieldSQLMap = (
        TicketNumber      => 'st.tn',
        Title             => 'st.title',
        CustomerID        => 'st.customer_id',
        CustomerUserLogin => 'st.customer_user_id',
    );
    for my $Key ( sort keys %FieldSQLMap ) {

        # next if attribute is not used
        next if !defined $Param{$Key};

        # if it's no ref, put it to array ref
        if ( ref $Param{$Key} eq '' ) {
            $Param{$Key} = [ $Param{$Key} ];
        }

        # proccess array ref
        my $Used = 0;
        for my $Value ( @{ $Param{$Key} } ) {

            # next if no search attribute is given
            next if !$Value;

            # replace wild card search
            $Value =~ s/\*/%/gi;

            # check search attribute, we do not need to search for *
            next if $Value =~ /^\%{1,3}$/;

            if ( !$Used ) {
                $SQLExt .= ' AND (';
                $Used = 1;
            }
            else {
                $SQLExt .= ' OR ';
            }

            # add * to prefix/suffix on title search
            my %ConditionFocus;
            if ( $Param{ConditionInline} && $Key eq 'Title' ) {
                $ConditionFocus{Extended} = 1;
                if ( $Param{ContentSearchPrefix} ) {
                    $ConditionFocus{SearchPrefix} = $Param{ContentSearchPrefix};
                }
                if ( $Param{ContentSearchSuffix} ) {
                    $ConditionFocus{SearchSuffix} = $Param{ContentSearchSuffix};
                }
            }

            # use search condition extension
            $SQLExt .= $Self->{DBObject}->QueryCondition(
                Key   => $FieldSQLMap{$Key},
                Value => $Value,
                %ConditionFocus,
            );
        }
        if ($Used) {
            $SQLExt .= ')';
        }
    }

    # search article attributes
    my $ArticleIndexSQLExt = $Self->_ArticleIndexQuerySQLExt( Data => \%Param );
    $SQLExt .= $ArticleIndexSQLExt;

    # ticket free text
    for my $Number ( 1 .. 16 ) {
        if ( $Param{"TicketFreeKey$Number"} && ref $Param{"TicketFreeKey$Number"} eq '' ) {
            $Param{"TicketFreeKey$Number"} =~ s/\*/%/gi;

            # check search attribute, we do not need to search for *
            next if $Param{"TicketFreeKey$Number"} =~ /^\%{1,3}$/;

            $SQLExt .= " AND LOWER(st.freekey$Number) LIKE LOWER('"
                . $Self->{DBObject}->Quote( $Param{"TicketFreeKey$Number"}, 'Like' ) . "')";
            $SQLExt .= ' ' . $Self->{DBObject}->GetDatabaseFunction('LikeEscapeString');
        }
        elsif ( $Param{"TicketFreeKey$Number"} && ref $Param{"TicketFreeKey$Number"} eq 'ARRAY' ) {
            my $SQLExtSub = ' AND (';
            my $Counter   = 0;
            for my $Key ( @{ $Param{"TicketFreeKey$Number"} } ) {
                if ( defined $Key && $Key ne '' ) {
                    $Key =~ s/\*/%/gi;

                    # check search attribute, we do not need to search for *
                    next if $Key =~ /^\%{1,3}$/;

                    $SQLExtSub .= ' OR ' if ($Counter);
                    $SQLExtSub .= " LOWER(st.freekey$Number) LIKE LOWER('"
                        . $Self->{DBObject}->Quote( $Key, 'Like' ) . "')";
                    $SQLExtSub .= ' ' . $Self->{DBObject}->GetDatabaseFunction('LikeEscapeString');
                    $Counter++;
                }
            }
            $SQLExtSub .= ')';
            if ($Counter) {
                $SQLExt .= $SQLExtSub;
            }
        }
    }
    for my $Number ( 1 .. 16 ) {
        if ( $Param{"TicketFreeText$Number"} && ref $Param{"TicketFreeText$Number"} eq '' ) {
            $Param{"TicketFreeText$Number"} =~ s/\*/%/gi;

            # check search attribute, we do not need to search for *
            next if $Param{"TicketFreeText$Number"} =~ /^\%{1,3}$/;

            $SQLExt .= " AND LOWER(st.freetext$Number) LIKE LOWER('"
                . $Self->{DBObject}->Quote( $Param{"TicketFreeText$Number"}, 'Like' ) . "')";
            $SQLExt .= ' ' . $Self->{DBObject}->GetDatabaseFunction('LikeEscapeString');
        }
        elsif ( $Param{"TicketFreeText$Number"} && ref $Param{"TicketFreeText$Number"} eq 'ARRAY' )
        {
            my $SQLExtSub = ' AND (';
            my $Counter   = 0;
            for my $Text ( @{ $Param{"TicketFreeText$Number"} } ) {
                if ( defined $Text && $Text ne '' ) {
                    $Text =~ s/\*/%/gi;

                    # check search attribute, we do not need to search for *
                    next if $Text =~ /^\%{1,3}$/;

                    $SQLExtSub .= ' OR ' if ($Counter);
                    $SQLExtSub .= " LOWER(st.freetext$Number) LIKE LOWER('"
                        . $Self->{DBObject}->Quote( $Text, 'Like' ) . "')";
                    $SQLExtSub .= ' ' . $Self->{DBObject}->GetDatabaseFunction('LikeEscapeString');
                    $Counter++;
                }
            }
            $SQLExtSub .= ')';
            if ($Counter) {
                $SQLExt .= $SQLExtSub;
            }
        }
    }
    for my $Number ( 1 .. 6 ) {

        # get free time older than xxxx-xx-xx xx:xx date
        if ( $Param{ 'TicketFreeTime' . $Number . 'OlderDate' } ) {

            # check time format
            if (
                $Param{ 'TicketFreeTime' . $Number . 'OlderDate' }
                !~ /\d\d\d\d-(\d\d|\d)-(\d\d|\d) (\d\d|\d):(\d\d|\d):(\d\d|\d)/
                )
            {
                $Self->{LogObject}->Log(
                    Priority => 'error',
                    Message  => "Invalid time format '"
                        . $Param{ 'TicketFreeTime' . $Number . 'OlderDate' } . "'!",
                );
                return;
            }
            $SQLExt .= " AND st.freetime$Number <= '"
                . $Self->{DBObject}->Quote( $Param{ 'TicketFreeTime' . $Number . 'OlderDate' } )
                . "'";
        }

        # get free time newer than xxxx-xx-xx xx:xx date
        if ( $Param{ 'TicketFreeTime' . $Number . 'NewerDate' } ) {
            if (
                $Param{ 'TicketFreeTime' . $Number . 'NewerDate' }
                !~ /\d\d\d\d-(\d\d|\d)-(\d\d|\d) (\d\d|\d):(\d\d|\d):(\d\d|\d)/
                )
            {
                $Self->{LogObject}->Log(
                    Priority => 'error',
                    Message  => "Invalid time format '"
                        . $Param{ 'TicketFreeTime' . $Number . 'NewerDate' } . "'!",
                );
                return;
            }
            $SQLExt .= " AND st.freetime$Number >= '"
                . $Self->{DBObject}->Quote( $Param{ 'TicketFreeTime' . $Number . 'NewerDate' } )
                . "'";
        }
    }

    # get articles created older/newer than x minutes or older/newer than a date
    my %ArticleTime = (
        ArticleCreateTime => 'art.create_time',
    );
    for my $Key ( keys %ArticleTime ) {

        # get articles created older than x minutes
        if ( defined $Param{ $Key . 'OlderMinutes' } ) {

            $Param{ $Key . 'OlderMinutes' } ||= 0;

            my $Time = $Self->{TimeObject}->SystemTime2TimeStamp(
                SystemTime => $Self->{TimeObject}->SystemTime()
                    - ( $Param{ $Key . 'OlderMinutes' } * 60 ),
            );

            $SQLExt .= " AND $ArticleTime{$Key} <= '$Time'";
        }

        # get articles created newer than x minutes
        if ( defined $Param{ $Key . 'NewerMinutes' } ) {

            $Param{ $Key . 'NewerMinutes' } ||= 0;

            my $Time = $Self->{TimeObject}->SystemTime2TimeStamp(
                SystemTime => $Self->{TimeObject}->SystemTime()
                    - ( $Param{ $Key . 'NewerMinutes' } * 60 ),
            );

            $SQLExt .= " AND $ArticleTime{$Key} >= '$Time'";
        }

        # get articles created older than xxxx-xx-xx xx:xx date
        if ( $Param{ $Key . 'OlderDate' } ) {
            if (
                $Param{ $Key . 'OlderDate' }
                !~ /\d\d\d\d-(\d\d|\d)-(\d\d|\d) (\d\d|\d):(\d\d|\d):(\d\d|\d)/
                )
            {
                $Self->{LogObject}->Log(
                    Priority => 'error',
                    Message  => "Invalid time format '" . $Param{ $Key . 'OlderDate' } . "'!",
                );
                return;
            }

            $SQLExt .= " AND $ArticleTime{$Key} <= '" . $Param{ $Key . 'OlderDate' } . "'";
        }

        # get articles created newer than xxxx-xx-xx xx:xx date
        if ( $Param{ $Key . 'NewerDate' } ) {
            if (
                $Param{ $Key . 'NewerDate' }
                !~ /\d\d\d\d-(\d\d|\d)-(\d\d|\d) (\d\d|\d):(\d\d|\d):(\d\d|\d)/
                )
            {
                $Self->{LogObject}->Log(
                    Priority => 'error',
                    Message  => "Invalid time format '" . $Param{ $Key . 'NewerDate' } . "'!",
                );
                return;
            }

            $SQLExt .= " AND $ArticleTime{$Key} >= '" . $Param{ $Key . 'NewerDate' } . "'";
        }
    }

    # get tickets created/escalated older/newer than x minutes
    my %TicketTime = (
        TicketCreateTime             => 'st.create_time_unix',
        TicketEscalationTime         => 'st.escalation_time',
        TicketEscalationUpdateTime   => 'st.escalation_update_time',
        TicketEscalationResponseTime => 'st.escalation_response_time',
        TicketEscalationSolutionTime => 'st.escalation_solution_time',
    );
    for my $Key ( keys %TicketTime ) {

        # get tickets created or escalated older than x minutes
        if ( defined $Param{ $Key . 'OlderMinutes' } ) {

            $Param{ $Key . 'OlderMinutes' } ||= 0;

            # exclude tickets with no escalation
            if ( $Key =~ m{ \A TicketEscalation }xms ) {
                $SQLExt .= " AND $TicketTime{$Key} != 0";
            }

            my $Time = $Self->{TimeObject}->SystemTime();
            $Time -= ( $Param{ $Key . 'OlderMinutes' } * 60 );

            $SQLExt .= " AND $TicketTime{$Key} <= $Time";
        }

        # get tickets created or escalated newer than x minutes
        if ( defined $Param{ $Key . 'NewerMinutes' } ) {

            $Param{ $Key . 'NewerMinutes' } ||= 0;

            # exclude tickets with no escalation
            if ( $Key =~ m{ \A TicketEscalation }xms ) {
                $SQLExt .= " AND $TicketTime{$Key} != 0";
            }

            my $Time = $Self->{TimeObject}->SystemTime();
            $Time -= ( $Param{ $Key . 'NewerMinutes' } * 60 );

            $SQLExt .= " AND $TicketTime{$Key} >= $Time";
        }
    }

    # get tickets created/escalated older/newer than xxxx-xx-xx xx:xx date
    for my $Key ( keys %TicketTime ) {

        # get tickets created/escalated older than xxxx-xx-xx xx:xx date
        if ( $Param{ $Key . 'OlderDate' } ) {

            # check time format
            if (
                $Param{ $Key . 'OlderDate' }
                !~ /\d\d\d\d-(\d\d|\d)-(\d\d|\d) (\d\d|\d):(\d\d|\d):(\d\d|\d)/
                )
            {
                $Self->{LogObject}->Log(
                    Priority => 'error',
                    Message  => "Invalid time format '" . $Param{ $Key . 'OlderDate' } . "'!",
                );
                return;
            }

            # exclude tickets with no escalation
            if ( $Key =~ m{ \A TicketEscalation }xms ) {
                $SQLExt .= " AND $TicketTime{$Key} != 0";
            }
            my $Time = $Self->{TimeObject}->TimeStamp2SystemTime(
                String => $Param{ $Key . 'OlderDate' },
            );
            $SQLExt .= " AND $TicketTime{$Key} <= $Time";
        }

        # get tickets created/escalated newer than xxxx-xx-xx xx:xx date
        if ( $Param{ $Key . 'NewerDate' } ) {
            if (
                $Param{ $Key . 'NewerDate' }
                !~ /\d\d\d\d-(\d\d|\d)-(\d\d|\d) (\d\d|\d):(\d\d|\d):(\d\d|\d)/
                )
            {
                $Self->{LogObject}->Log(
                    Priority => 'error',
                    Message  => "Invalid time format '" . $Param{ $Key . 'NewerDate' } . "'!",
                );
                return;
            }

            # exclude tickets with no escalation
            if ( $Key =~ m{ \A TicketEscalation }xms ) {
                $SQLExt .= " AND $TicketTime{$Key} != 0";
            }
            my $Time = $Self->{TimeObject}->TimeStamp2SystemTime(
                String => $Param{ $Key . 'NewerDate' },
            );
            $SQLExt .= " AND $TicketTime{$Key} >= $Time";
        }
    }

    # get tickets changed older than x minutes
    if ( defined $Param{TicketChangeTimeOlderMinutes} ) {

        $Param{TicketChangeTimeOlderMinutes} ||= 0;

        my $TimeStamp = $Self->{TimeObject}->SystemTime();
        $TimeStamp -= ( $Param{TicketChangeTimeOlderMinutes} * 60 );

        $Param{TicketChangeTimeOlderDate} = $Self->{TimeObject}->SystemTime2TimeStamp(
            SystemTime => $TimeStamp,
        );
    }

    # get tickets changed newer than x minutes
    if ( defined $Param{TicketChangeTimeNewerMinutes} ) {

        $Param{TicketChangeTimeNewerMinutes} ||= 0;

        my $TimeStamp = $Self->{TimeObject}->SystemTime();
        $TimeStamp -= ( $Param{TicketChangeTimeNewerMinutes} * 60 );

        $Param{TicketChangeTimeNewerDate} = $Self->{TimeObject}->SystemTime2TimeStamp(
            SystemTime => $TimeStamp,
        );
    }

    # get tickets changed older than xxxx-xx-xx xx:xx date
    if ( $Param{TicketChangeTimeOlderDate} ) {

        # check time format
        if (
            $Param{TicketChangeTimeOlderDate}
            !~ /\d\d\d\d-(\d\d|\d)-(\d\d|\d) (\d\d|\d):(\d\d|\d):(\d\d|\d)/
            )
        {
            $Self->{LogObject}->Log(
                Priority => 'error',
                Message  => "Invalid time format '$Param{TicketChangeTimeOlderDate}'!",
            );
            return;
        }

        $SQLExt .= " AND th.create_time <= '"
            . $Self->{DBObject}->Quote( $Param{TicketChangeTimeOlderDate} ) . "'";
    }

    # get tickets changed newer than xxxx-xx-xx xx:xx date
    if ( $Param{TicketChangeTimeNewerDate} ) {
        if (
            $Param{TicketChangeTimeNewerDate}
            !~ /\d\d\d\d-(\d\d|\d)-(\d\d|\d) (\d\d|\d):(\d\d|\d):(\d\d|\d)/
            )
        {
            $Self->{LogObject}->Log(
                Priority => 'error',
                Message  => "Invalid time format '$Param{TicketChangeTimeNewerDate}'!",
            );
            return;
        }

        $SQLExt .= " AND th.create_time >= '"
            . $Self->{DBObject}->Quote( $Param{TicketChangeTimeNewerDate} ) . "'";
    }

    # get tickets closed older than x minutes
    if ( defined $Param{TicketCloseTimeOlderMinutes} ) {

        $Param{TicketCloseTimeOlderMinutes} ||= 0;

        my $TimeStamp = $Self->{TimeObject}->SystemTime();
        $TimeStamp -= ( $Param{TicketCloseTimeOlderMinutes} * 60 );

        $Param{TicketCloseTimeOlderDate} = $Self->{TimeObject}->SystemTime2TimeStamp(
            SystemTime => $TimeStamp,
        );
    }

    # get tickets closed newer than x minutes
    if ( defined $Param{TicketCloseTimeNewerMinutes} ) {

        $Param{TicketCloseTimeNewerMinutes} ||= 0;

        my $TimeStamp = $Self->{TimeObject}->SystemTime();
        $TimeStamp -= ( $Param{TicketCloseTimeNewerMinutes} * 60 );

        $Param{TicketCloseTimeNewerDate} = $Self->{TimeObject}->SystemTime2TimeStamp(
            SystemTime => $TimeStamp,
        );
    }

    # get tickets closed older than xxxx-xx-xx xx:xx date
    if ( $Param{TicketCloseTimeOlderDate} ) {

        # check time format
        if (
            $Param{TicketCloseTimeOlderDate}
            !~ /\d\d\d\d-(\d\d|\d)-(\d\d|\d) (\d\d|\d):(\d\d|\d):(\d\d|\d)/
            )
        {
            $Self->{LogObject}->Log(
                Priority => 'error',
                Message  => "Invalid time format '$Param{TicketCloseTimeOlderDate}'!",
            );
            return;
        }

        # get close state ids
        my @List = $Self->{StateObject}->StateGetStatesByType(
            StateType => ['closed'],
            Result    => 'ID',
        );
        my @StateID = ( $Self->HistoryTypeLookup( Type => 'NewTicket' ) );
        push( @StateID, $Self->HistoryTypeLookup( Type => 'StateUpdate' ) );
        if (@StateID) {
            $SQLExt .= " AND th.history_type_id IN  (${\(join ', ', sort @StateID)}) AND "
                . " th.state_id IN (${\(join ', ', sort @List)}) AND "
                . "th.create_time <= '"
                . $Self->{DBObject}->Quote( $Param{TicketCloseTimeOlderDate} ) . "'";
        }
    }

    # get tickets closed newer than xxxx-xx-xx xx:xx date
    if ( $Param{TicketCloseTimeNewerDate} ) {
        if (
            $Param{TicketCloseTimeNewerDate}
            !~ /\d\d\d\d-(\d\d|\d)-(\d\d|\d) (\d\d|\d):(\d\d|\d):(\d\d|\d)/
            )
        {
            $Self->{LogObject}->Log(
                Priority => 'error',
                Message  => "Invalid time format '$Param{TicketCloseTimeNewerDate}'!",
            );
            return;
        }

        # get close state ids
        my @List = $Self->{StateObject}->StateGetStatesByType(
            StateType => ['closed'],
            Result    => 'ID',
        );
        my @StateID = ( $Self->HistoryTypeLookup( Type => 'NewTicket' ) );
        push( @StateID, $Self->HistoryTypeLookup( Type => 'StateUpdate' ) );
        if (@StateID) {
            $SQLExt .= " AND th.history_type_id IN  (${\(join ', ', sort @StateID)}) AND "
                . " th.state_id IN (${\(join ', ', sort @List)}) AND "
                . " th.create_time >= '"
                . $Self->{DBObject}->Quote( $Param{TicketCloseTimeNewerDate} ) . "'";
        }
    }

    # check if only pending states are used
    if (
        defined $Param{TicketPendingTimeOlderMinutes}
        || defined $Param{TicketPendingTimeNewerMinutes}
        || $Param{TicketPendingTimeOlderDate}
        || $Param{TicketPendingTimeNewerDate}
        )
    {

        # get close state ids
        my @List = $Self->{StateObject}->StateGetStatesByType(
            StateType => [ 'pending reminder', 'pending auto' ],
            Result => 'ID',
        );
        if (@List) {
            $SQLExt .= " AND st.ticket_state_id IN (${\(join ', ', sort @List)}) ";
        }
    }

    # get tickets pending older than x minutes
    if ( defined $Param{TicketPendingTimeOlderMinutes} ) {

        $Param{TicketPendingTimeOlderMinutes} ||= 0;

        my $TimeStamp = $Self->{TimeObject}->SystemTime();
        $TimeStamp -= ( $Param{TicketPendingTimeOlderMinutes} * 60 );

        $Param{TicketPendingTimeOlderDate} = $Self->{TimeObject}->SystemTime2TimeStamp(
            SystemTime => $TimeStamp,
        );
    }

    # get tickets pending newer than x minutes
    if ( defined $Param{TicketPendingTimeNewerMinutes} ) {

        $Param{TicketPendingTimeNewerMinutes} ||= 0;

        my $TimeStamp = $Self->{TimeObject}->SystemTime();
        $TimeStamp -= ( $Param{TicketPendingTimeNewerMinutes} * 60 );

        $Param{TicketPendingTimeNewerDate} = $Self->{TimeObject}->SystemTime2TimeStamp(
            SystemTime => $TimeStamp,
        );
    }

    # get pending tickets older than xxxx-xx-xx xx:xx date
    if ( $Param{TicketPendingTimeOlderDate} ) {

        # check time format
        if (
            $Param{TicketPendingTimeOlderDate}
            !~ /\d\d\d\d-(\d\d|\d)-(\d\d|\d) (\d\d|\d):(\d\d|\d):(\d\d|\d)/
            )
        {
            $Self->{LogObject}->Log(
                Priority => 'error',
                Message  => "Invalid time format '$Param{TicketPendingTimeOlderDate}'!",
            );
            return;
        }
        my $TimeStamp = $Self->{TimeObject}->TimeStamp2SystemTime(
            String => $Param{TicketPendingTimeOlderDate},
        );
        $SQLExt .= " AND st.until_time <= $TimeStamp";
    }

    # get pending tickets newer than xxxx-xx-xx xx:xx date
    if ( $Param{TicketPendingTimeNewerDate} ) {
        if (
            $Param{TicketPendingTimeNewerDate}
            !~ /\d\d\d\d-(\d\d|\d)-(\d\d|\d) (\d\d|\d):(\d\d|\d):(\d\d|\d)/
            )
        {
            $Self->{LogObject}->Log(
                Priority => 'error',
                Message  => "Invalid time format '$Param{TicketPendingTimeNewerDate}'!",
            );
            return;
        }
        my $TimeStamp = $Self->{TimeObject}->TimeStamp2SystemTime(
            String => $Param{TicketPendingTimeNewerDate},
        );
        $SQLExt .= " AND st.until_time >= $TimeStamp";
    }

    # archive flag
    if ( $Self->{ConfigObject}->Get('Ticket::ArchiveSystem') ) {

        # if no flag is given, only search for not archived ticket
        if ( !$Param{ArchiveFlags} ) {
            $Param{ArchiveFlags} = ['n'];
        }

        # prepare search with archive flags, check arguments
        if ( ref $Param{ArchiveFlags} ne 'ARRAY' ) {
            $Self->{LogObject}->Log(
                Priority => 'error',
                Message  => "Invalid attribute ArchiveFlags '$Param{ArchiveFlags}'!",
            );
            return;
        }

        # prepare options
        my %Options;
        for my $Key ( @{ $Param{ArchiveFlags} } ) {
            $Options{$Key} = 1;
        }

        # search for archived
        if ( $Options{y} && !$Options{n} ) {
            $SQLExt .= ' AND archive_flag = 1';
        }

        # search for not rchived
        elsif ( !$Options{y} && $Options{n} ) {
            $SQLExt .= ' AND archive_flag = 0';
        }
    }

    # database query for sort/order by option
    if ( $Result ne 'COUNT' ) {
        $SQLExt .= ' ORDER BY';
        for my $Count ( 0 .. $#SortByArray ) {
            if ( $Count > 0 ) {
                $SQLExt .= ',';
            }
            $SQLExt .= ' ' . $SortOptions{ $SortByArray[$Count] };
            if ( $OrderByArray[$Count] eq 'Up' ) {
                $SQLExt .= ' ASC';
            }
            else {
                $SQLExt .= ' DESC';
            }
        }
    }

    # check cache
    my $CacheObject;
    if ( ( $ArticleIndexSQLExt && $Param{FullTextIndex} ) || $Param{CacheTTL} ) {
        $CacheObject = Kernel::System::Cache->new( %{$Self} );
        my $CacheData = $CacheObject->Get(
            Type => 'TicketSearch',
            Key  => $SQL . $SQLExt . $Result . $Limit,
        );
        if ($CacheData) {
            if ( ref $CacheData eq 'HASH' ) {
                return %{$CacheData};
            }
            elsif ( ref $CacheData eq 'ARRAY' ) {
                return @{$CacheData};
            }
            elsif ( ref $CacheData eq '' ) {
                return $CacheData;
            }
            $Self->{LogObject}->Log(
                Priority => 'error',
                Message  => 'Invalid ref ' . ref($CacheData) . '!'
            );
            return;
        }
    }

    # database query
    my %Tickets;
    my @TicketIDs;
    my $Count;
    return if !$Self->{DBObject}->Prepare( SQL => $SQL . $SQLExt, Limit => $Limit );
    while ( my @Row = $Self->{DBObject}->FetchrowArray() ) {
        $Count = $Row[0];
        $Tickets{ $Row[0] } = $Row[1];
        push @TicketIDs, $Row[0];
    }

    # return COUNT
    if ( $Result eq 'COUNT' ) {
        if ($CacheObject) {
            $CacheObject->Set(
                Type  => 'TicketSearch',
                Key   => $SQL . $SQLExt . $Result . $Limit,
                Value => $Count,
                TTL   => $Param{CacheTTL} || 60 * 4,
            );
        }
        return $Count;
    }

    # return HASH
    elsif ( $Result eq 'HASH' ) {
        if ($CacheObject) {
            $CacheObject->Set(
                Type  => 'TicketSearch',
                Key   => $SQL . $SQLExt . $Result . $Limit,
                Value => \%Tickets,
                TTL   => $Param{CacheTTL} || 60 * 4,
            );
        }
        return %Tickets;
    }

    # return ARRAY
    else {
        if ($CacheObject) {
            $CacheObject->Set(
                Type  => 'TicketSearch',
                Key   => $SQL . $SQLExt . $Result . $Limit,
                Value => \@TicketIDs,
                TTL   => $Param{CacheTTL} || 60 * 4,
            );
        }
        return @TicketIDs;
    }
}

=begin Internal:

=cut

=item _TicketSearchSqlAndStringCreate()

internal function to create a sql and string

    my $SQLPart = $TicketObject->_TicketSearchSqlAndStringCreate(
        TableColumn => '',
        IDRef       => $ArrayRef,
    )

=cut

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

    # check needed stuff
    for my $Key (qw(TableColumn IDRef)) {
        if ( !$Param{$Key} ) {
            $Self->{LogObject}->Log(
                Priority => 'error',
                Message  => "Need $Key!",
            );
            return;
        }
    }

    # sort ids to cache the SQL query
    my @SortedIDs = sort { $a <=> $b } @{ $Param{IDRef} };

    # quote values
    for my $Value (@SortedIDs) {
        return if !defined $Self->{DBObject}->Quote( $Value, 'Integer' );
    }

    # create the id string
    my $TypeIDString = join q{, }, @SortedIDs;

    # create the sql part
    my $SQL = " AND $Param{TableColumn} IN ($TypeIDString)";

    return $SQL;
}

=end Internal:

=item TicketLockGet()

check if a ticket is locked or not

    if ($TicketObject->TicketLockGet(TicketID => 123)) {
        print "Ticket is locked!\n";
    }
    else {
        print "Ticket is not locked!\n";
    }

=cut

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

    # check needed stuff
    if ( !$Param{TicketID} ) {
        $Self->{LogObject}->Log( Priority => 'error', Message => 'Need TicketID!' );
        return;
    }

    my %Ticket = $Self->TicketGet(%Param);

    # check lock state
    return 1 if lc $Ticket{Lock} eq 'lock';

    return;
}

=item TicketLockSet()

to lock or unlock a ticket

    my $Success = $TicketObject->TicketLockSet(
        Lock     => 'lock',
        TicketID => 123,
        UserID   => 123,
    );

    my $Success = $TicketObject->TicketLockSet(
        LockID   => 1,
        TicketID => 123,
        UserID   => 123,
    );

Optional attribute:
SendNoNotification, disable or enable agent and customer notification for this
action. Otherwise a notification will be send to agent and cusomer.

For example:

        SendNoNotification => 0, # optional 1|0 (send no agent and customer notification)

Events:
    TicketLockUpdate

=cut

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

    # lookup!
    if ( !$Param{LockID} && $Param{Lock} ) {
        $Param{LockID} = $Self->{LockObject}->LockLookup( Lock => $Param{Lock} );
    }
    if ( $Param{LockID} && !$Param{Lock} ) {
        $Param{Lock} = $Self->{LockObject}->LockLookup( LockID => $Param{LockID} );
    }

    # check needed stuff
    for my $Needed (qw(TicketID UserID LockID Lock)) {
        if ( !$Param{$Needed} ) {
            $Self->{LogObject}->Log( Priority => 'error', Message => "Need $Needed!" );
            return;
        }
    }
    if ( !$Param{Lock} && !$Param{LockID} ) {
        $Self->{LogObject}->Log( Priority => 'error', Message => 'Need LockID or Lock!' );
        return;
    }

    # check if update is needed
    my %Ticket = $Self->TicketGet(%Param);
    return 1 if $Ticket{Lock} eq $Param{Lock};

    # db update
    return if !$Self->{DBObject}->Do(
        SQL => 'UPDATE ticket SET ticket_lock_id = ?, '
            . ' change_time = current_timestamp, change_by = ? WHERE id = ?',
        Bind => [ \$Param{LockID}, \$Param{UserID}, \$Param{TicketID} ],
    );

    # clear ticket cache
    delete $Self->{ 'Cache::GetTicket' . $Param{TicketID} };

    # add history
    my $HistoryType = '';
    if ( lc $Param{Lock} eq 'unlock' ) {
        $HistoryType = 'Unlock';
    }
    elsif ( lc $Param{Lock} eq 'lock' ) {
        $HistoryType = 'Lock';
    }
    else {
        $HistoryType = 'Misc';
    }
    if ($HistoryType) {
        $Self->HistoryAdd(
            TicketID     => $Param{TicketID},
            CreateUserID => $Param{UserID},
            HistoryType  => $HistoryType,
            Name         => "\%\%$Param{Lock}",
        );
    }

    # set unlock time it event is 'lock'
    if ( $Param{Lock} eq 'lock' ) {
        $Self->TicketUnlockTimeoutUpdate(
            UnlockTimeout => $Self->{TimeObject}->SystemTime(),
            TicketID      => $Param{TicketID},
            UserID        => $Param{UserID},
        );
    }

    # send unlock notify
    if ( lc $Param{Lock} eq 'unlock' ) {
        my %Ticket = $Self->TicketGet(%Param);

        # check if the current user is the current owner, if not send a notify
        my $To = '';
        my $Notification = defined $Param{Notification} ? $Param{Notification} : 1;
        if (
            !$Param{SendNoNotification}
            && $Ticket{OwnerID} ne $Param{UserID}
            && $Notification
            )
        {

            # get user data of owner
            my %Preferences = $Self->{UserObject}->GetUserData(
                UserID => $Ticket{OwnerID},
                Valid  => 1,
            );

            # send
            if ( $Preferences{UserSendLockTimeoutNotification} ) {
                $Self->SendAgentNotification(
                    Type                  => 'LockTimeout',
                    RecipientID           => $Ticket{OwnerID},
                    CustomerMessageParams => {},
                    TicketID              => $Param{TicketID},
                    UserID                => $Param{UserID},
                );
            }
        }
    }

    # trigger event
    $Self->EventHandler(
        Event => 'TicketLockUpdate',
        Data  => {
            TicketID => $Param{TicketID},
        },
        UserID => $Param{UserID},
    );

    return 1;
}

=item TicketArchiveFlagSet()

to set the ticket archive flag

    my $Success = $TicketObject->TicketArchiveFlagSet(
        ArchiveFlag => 'y',  # (y|n)
        TicketID    => 123,
        UserID      => 123,
    );

Events:
    TicketArchiveFlagUpdate

=cut

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

    # check needed stuff
    for my $Needed (qw(TicketID UserID ArchiveFlag)) {
        if ( !$Param{$Needed} ) {
            $Self->{LogObject}->Log(
                Priority => 'error',
                Message  => "Need $Needed!",
            );
            return;
        }
    }

    # return if feature is not enabled
    return if !$Self->{ConfigObject}->Get('Ticket::ArchiveSystem');

    # check given archive flag
    if ( $Param{ArchiveFlag} ne 'y' && $Param{ArchiveFlag} ne 'n' ) {
        $Self->{LogObject}->Log(
            Priority => 'error',
            Message  => "ArchiveFlag is invalid '$Param{ArchiveFlag}'!",
        );
        return;
    }

    # check if update is needed
    my %Ticket = $Self->TicketGet(%Param);

    # return if no update is needed
    return 1 if $Ticket{ArchiveFlag} && $Ticket{ArchiveFlag} eq $Param{ArchiveFlag};

    # translate archive flag
    my $ArchiveFlag = $Param{ArchiveFlag} eq 'y' ? 1 : 0;

    # set new archive flag
    return if !$Self->{DBObject}->Do(
        SQL => 'UPDATE ticket SET archive_flag = ?, '
            . ' change_time = current_timestamp, change_by = ? WHERE id = ?',
        Bind => [ \$ArchiveFlag, \$Param{UserID}, \$Param{TicketID} ],
    );

    # clear ticket cache
    delete $Self->{ 'Cache::GetTicket' . $Param{TicketID} };

    # add history
    $Self->HistoryAdd(
        TicketID     => $Param{TicketID},
        CreateUserID => $Param{UserID},
        HistoryType  => 'ArchiveFlagUpdate',
        Name         => "\%\%$Param{ArchiveFlag}",
    );

    # trigger event
    $Self->EventHandler(
        Event => 'TicketArchiveFlagUpdate',
        Data  => {
            TicketID => $Param{TicketID},
        },
        UserID => $Param{UserID},
    );

    return 1;
}

=item TicketStateSet()

to set a ticket state

    my $Success = $TicketObject->TicketStateSet(
        State    => 'open',
        TicketID => 123,
        UserID   => 123,
    );

    my $Success = $TicketObject->TicketStateSet(
        StateID  => 3,
        TicketID => 123,
        UserID   => 123,
    );

Optional attribute:
SendNoNotification, disable or enable agent and customer notification for this
action. Otherwise a notification will be send to agent and cusomer.

For example:

        SendNoNotification => 0, # optional 1|0 (send no agent and customer notification)

Events:
    TicketStateUpdate

=cut

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

    my %State;
    my $ArticleID = $Param{ArticleID} || '';

    # check needed stuff
    for my $Needed (qw(TicketID UserID)) {
        if ( !$Param{$Needed} ) {
            $Self->{LogObject}->Log( Priority => 'error', Message => "Need $Needed!" );
            return;
        }
    }
    if ( !$Param{State} && !$Param{StateID} ) {
        $Self->{LogObject}->Log( Priority => 'error', Message => 'Need StateID or State!' );
        return;
    }

    # state id lookup
    if ( !$Param{StateID} ) {
        %State = $Self->{StateObject}->StateGet( Name => $Param{State} );
    }

    # state lookup
    if ( !$Param{State} ) {
        %State = $Self->{StateObject}->StateGet( ID => $Param{StateID} );
    }
    if ( !%State ) {
        $Self->{LogObject}->Log( Priority => 'error', Message => 'Need StateID or State!' );
        return;
    }

    # check if update is needed
    my %Ticket = $Self->TicketGet( TicketID => $Param{TicketID} );
    if ( $State{Name} eq $Ticket{State} ) {

        # update is not needed
        return 1;
    }

    # permission check
    my %StateList = $Self->StateList(%Param);
    if ( !$StateList{ $State{ID} } ) {
        $Self->{LogObject}->Log(
            Priority => 'notice',
            Message  => "Permission denied on TicketID: $Param{TicketID} / StateID: $State{ID}!",
        );
        return;
    }

    # db update
    return if !$Self->{DBObject}->Do(
        SQL => 'UPDATE ticket SET ticket_state_id = ?, '
            . ' change_time = current_timestamp, change_by = ? WHERE id = ?',
        Bind => [ \$State{ID}, \$Param{UserID}, \$Param{TicketID} ],
    );

    # clear ticket cache
    delete $Self->{ 'Cache::GetTicket' . $Param{TicketID} };

    # add history
    $Self->HistoryAdd(
        TicketID     => $Param{TicketID},
        ArticleID    => $ArticleID,
        QueueID      => $Ticket{QueueID},
        Name         => "\%\%$Ticket{State}\%\%$State{Name}\%\%",
        HistoryType  => 'StateUpdate',
        CreateUserID => $Param{UserID},
    );

    # trigger event
    $Self->EventHandler(
        Event => 'TicketStateUpdate',
        Data  => {
            TicketID => $Param{TicketID},
        },
        UserID => $Param{UserID},
    );

    return 1;
}

=item TicketStateList()

to get the state list for a ticket (depends on workflow, if configured)

    my %States = $TicketObject->TicketStateList(
        TicketID => 123,
        UserID   => 123,
    );

    my %States = $TicketObject->TicketStateList(
        QueueID => 123,
        UserID  => 123,
    );

    my %States = $TicketObject->TicketStateList(
        TicketID => 123,
        Type     => 'open',
        UserID   => 123,
    );

Returns:

    %States = (
        1 => 'State A',
        2 => 'State B',
        3 => 'State C',
    );

=cut

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

    my %States;

    # check needed stuff
    if ( !$Param{UserID} && !$Param{CustomerUserID} ) {
        $Self->{LogObject}->Log( Priority => 'error', Message => 'Need UserID or CustomerUserID!' );
        return;
    }

    # check needed stuff
    if ( !$Param{QueueID} && !$Param{TicketID} ) {
        $Self->{LogObject}->Log( Priority => 'error', Message => 'Need QueueID, TicketID!' );
        return;
    }

    # get states by type
    if ( $Param{Type} ) {
        %States = $Self->{StateObject}->StateGetStatesByType(
            Type   => $Param{Type},
            Result => 'HASH',
        );
    }
    elsif ( $Param{Action} ) {
        if (
            ref $Self->{ConfigObject}->Get("Ticket::Frontend::$Param{Action}")->{StateType} ne
            'ARRAY'
            )
        {
            $Self->{LogObject}->Log(
                Priority => 'error',
                Message  => "Need config for Ticket::Frontend::$Param{Action}->StateType!"
            );
            return;
        }
        my @StateType
            = @{ $Self->{ConfigObject}->Get("Ticket::Frontend::$Param{Action}")->{StateType} };
        %States = $Self->{StateObject}->StateGetStatesByType(
            StateType => \@StateType,
            Result    => 'HASH',
        );
    }

    # get whole states list
    else {
        %States = $Self->{StateObject}->StateList( UserID => $Param{UserID}, );
    }

    # workflow
    my $ACL = $Self->TicketAcl(
        %Param,
        ReturnType    => 'Ticket',
        ReturnSubType => 'State',
        Data          => \%States,
    );
    return $Self->TicketAclData() if $ACL;
    return %States;
}

=item OwnerCheck()

to get the ticket owner

    my ($OwnerID, $Owner) = $TicketObject->OwnerCheck(
        TicketID => 123,
    );

or for access control

    my $AccessOk = $TicketObject->OwnerCheck(
        TicketID => 123,
        OwnerID  => 321,
    );

=cut

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

    my $SQL = '';

    # check needed stuff
    if ( !$Param{TicketID} ) {
        $Self->{LogObject}->Log( Priority => 'error', Message => 'Need TicketID!' );
        return;
    }

    # db query
    if ( $Param{OwnerID} ) {

        # create cache key
        my $CacheKey = $Param{TicketID} . '::' . $Param{OwnerID};

        # check cache
        if ( defined $Self->{OwnerCheck}->{$CacheKey} ) {
            return   if !$Self->{OwnerCheck}->{$CacheKey};
            return 1 if $Self->{OwnerCheck}->{$CacheKey};
        }

        # check if user has access
        return if !$Self->{DBObject}->Prepare(
            SQL => 'SELECT user_id FROM ticket WHERE '
                . ' id = ? AND (user_id = ? OR responsible_user_id = ?)',
            Bind => [ \$Param{TicketID}, \$Param{OwnerID}, \$Param{OwnerID}, ],
        );
        my $Access = 0;
        while ( my @Row = $Self->{DBObject}->FetchrowArray() ) {
            $Access = 1;
        }

        # fill cache
        $Self->{OwnerCheck}->{$CacheKey} = $Access;
        return   if !$Access;
        return 1 if $Access;
    }

    # search for owner_id and owner
    return if !$Self->{DBObject}->Prepare(
        SQL => "SELECT st.user_id, su.$Self->{ConfigObject}->{DatabaseUserTableUser} "
            . " FROM ticket st, $Self->{ConfigObject}->{DatabaseUserTable} su "
            . " WHERE st.id = ? AND "
            . " st.user_id = su.$Self->{ConfigObject}->{DatabaseUserTableUserID}",
        Bind => [ \$Param{TicketID}, ],
    );
    while ( my @Row = $Self->{DBObject}->FetchrowArray() ) {
        $Param{SearchUserID} = $Row[0];
        $Param{SearchUser}   = $Row[1];
    }

    # return if no owner as been found
    return if !$Param{SearchUserID};

    # return owner id and owner
    return $Param{SearchUserID}, $Param{SearchUser};
}

=item TicketOwnerSet()

to set the ticket owner (notification to the new owner will be sent)

by using user id

    my $Success = $TicketObject->TicketOwnerSet(
        TicketID  => 123,
        NewUserID => 555,
        UserID    => 123,
    );

by using user login

    my $Success = $TicketObject->TicketOwnerSet(
        TicketID => 123,
        NewUser  => 'some-user-login',
        UserID   => 123,
    );

Return:
    1 = owner has been set
    2 = this owner is already set, no update needed

Optional attribute:
SendNoNotification, disable or enable agent and customer notification for this
action. Otherwise a notification will be send to agent and cusomer.

For example:

        SendNoNotification => 0, # optional 1|0 (send no agent and customer notification)

Events:
    TicketOwnerUpdate

=cut

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

    # check needed stuff
    for my $Needed (qw(TicketID UserID)) {
        if ( !$Param{$Needed} ) {
            $Self->{LogObject}->Log( Priority => 'error', Message => "Need $Needed!" );
            return;
        }
    }
    if ( !$Param{NewUserID} && !$Param{NewUser} ) {
        $Self->{LogObject}->Log( Priority => 'error', Message => 'Need NewUserID or NewUser!' );
        return;
    }

    # lookup if no NewUserID is given
    if ( !$Param{NewUserID} ) {
        $Param{NewUserID} = $Self->{UserObject}->UserLookup( UserLogin => $Param{NewUser} );
    }

    # lookup if no NewUser is given
    if ( !$Param{NewUser} ) {
        $Param{NewUser} = $Self->{UserObject}->UserLookup( UserID => $Param{NewUserID} );
    }

    # check if update is needed!
    my ( $OwnerID, $Owner ) = $Self->OwnerCheck( TicketID => $Param{TicketID} );
    if ( $OwnerID eq $Param{NewUserID} ) {

        # update is "not" needed!
        return 2;
    }

    # db update
    return if !$Self->{DBObject}->Do(
        SQL => 'UPDATE ticket SET '
            . ' user_id = ?, change_time = current_timestamp, change_by = ? WHERE id = ?',
        Bind => [ \$Param{NewUserID}, \$Param{UserID}, \$Param{TicketID} ],
    );

    # add history
    $Self->HistoryAdd(
        TicketID     => $Param{TicketID},
        CreateUserID => $Param{UserID},
        HistoryType  => 'OwnerUpdate',
        Name         => "\%\%$Param{NewUser}\%\%$Param{NewUserID}",
    );

    # clear ticket cache
    delete $Self->{ 'Cache::GetTicket' . $Param{TicketID} };

    # send agent notify
    if ( !$Param{SendNoNotification} ) {
        if (
            $Param{UserID} ne $Param{NewUserID}
            && $Param{NewUserID} ne $Self->{ConfigObject}->Get('PostmasterUserID')
            )
        {

            # send agent notification
            $Self->SendAgentNotification(
                Type                  => 'OwnerUpdate',
                RecipientID           => $Param{NewUserID},
                CustomerMessageParams => {
                    %Param,
                    Body => $Param{Comment} || '',
                },
                TicketID => $Param{TicketID},
                UserID   => $Param{UserID},
            );
        }
    }

    # trigger event
    $Self->EventHandler(
        Event => 'TicketOwnerUpdate',
        Data  => {
            TicketID => $Param{TicketID},
        },
        UserID => $Param{UserID},
    );

    return 1;
}

=item TicketOwnerList()

returns the owner in the past as array with hash ref of the owner data
(name, email, ...)

    my @Owner = $TicketObject->TicketOwnerList(
        TicketID => 123,
    );

Returns:

    @Owner = (
        {
            UserFirstname => 'SomeName',
            UserLastname  => 'SomeName',
            UserEmail     => 'some@example.com',
            # custom attributes
        },
        {
            UserFirstname => 'SomeName',
            UserLastname  => 'SomeName',
            UserEmail     => 'some@example.com',
            # custom attributes
        },
    );

=cut

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

    # check needed stuff
    if ( !$Param{TicketID} ) {
        $Self->{LogObject}->Log( Priority => 'error', Message => "Need TicketID!" );
        return;
    }

    # db query
    return if !$Self->{DBObject}->Prepare(
        SQL => 'SELECT sh.owner_id FROM ticket_history sh, ticket_history_type ht WHERE '
            . ' sh.ticket_id = ? AND ht.name IN (\'OwnerUpdate\', \'NewTicket\') AND '
            . ' ht.id = sh.history_type_id ORDER BY sh.id',
        Bind => [ \$Param{TicketID} ],
    );
    my @UserID;
    while ( my @Row = $Self->{DBObject}->FetchrowArray() ) {
        next if !$Row[0];
        next if $Row[0] eq 1;
        push @UserID, $Row[0];
    }
    my @UserInfo;
    for my $UserID (@UserID) {
        my %User = $Self->{UserObject}->GetUserData( UserID => $UserID, Cache => 1, Valid => 1 );
        next if !%User;
        push @UserInfo, \%User;
    }
    return @UserInfo;
}

=item TicketResponsibleSet()

to set the ticket responsible (notification to the new responsible will be sent)

    my $Success = $TicketObject->TicketResponsibleSet(
        TicketID  => 123,
        NewUserID => 555,
        UserID    => 213,
    );

Return:
    1 = responsible has been set
    2 = this responsible is already set, no update needed

Optional attribute:
SendNoNotification, disable or enable agent and customer notification for this
action. Otherwise a notification will be send to agent and cusomer.

For example:

        SendNoNotification => 0, # optional 1|0 (send no agent and customer notification)

Events:
    TicketResponsibleUpdate

=cut

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

    # check needed stuff
    for my $Needed (qw(TicketID UserID)) {
        if ( !$Param{$Needed} ) {
            $Self->{LogObject}->Log( Priority => 'error', Message => "Need $Needed!" );
            return;
        }
    }
    if ( !$Param{NewUserID} && !$Param{NewUser} ) {
        $Self->{LogObject}->Log( Priority => 'error', Message => 'Need NewUserID or NewUser!' );
        return;
    }

    # lookup if no NewUserID is given
    if ( !$Param{NewUserID} ) {
        $Param{NewUserID} = $Self->{UserObject}->UserLookup( UserLogin => $Param{NewUser} );
    }

    # lookup if no NewUser is given
    if ( !$Param{NewUser} ) {
        $Param{NewUser} = $Self->{UserObject}->UserLookup( UserID => $Param{NewUserID} );
    }

    # check if update is needed!
    my %Ticket = $Self->TicketGet( TicketID => $Param{TicketID}, UserID => $Param{NewUserID} );
    if ( $Ticket{ResponsibleID} eq $Param{NewUserID} ) {

        # update is "not" needed!
        return 2;
    }

    # db update
    return if !$Self->{DBObject}->Do(
        SQL => 'UPDATE ticket SET responsible_user_id = ?, '
            . ' change_time = current_timestamp, change_by = ? '
            . ' WHERE id = ?',
        Bind => [ \$Param{NewUserID}, \$Param{UserID}, \$Param{TicketID} ],
    );

    # add history
    $Self->HistoryAdd(
        TicketID     => $Param{TicketID},
        CreateUserID => $Param{UserID},
        HistoryType  => 'ResponsibleUpdate',
        Name         => "\%\%$Param{NewUser}\%\%$Param{NewUserID}",
    );

    # clear ticket cache
    delete $Self->{ 'Cache::GetTicket' . $Param{TicketID} };

    # send agent notify
    if ( !$Param{SendNoNotification} ) {
        if (
            $Param{UserID} ne $Param{NewUserID}
            && $Param{NewUserID} ne $Self->{ConfigObject}->Get('PostmasterUserID')
            )
        {
            if ( !$Param{Comment} ) {
                $Param{Comment} = '';
            }

            # send agent notification
            $Self->SendAgentNotification(
                Type                  => 'ResponsibleUpdate',
                RecipientID           => $Param{NewUserID},
                CustomerMessageParams => \%Param,
                TicketID              => $Param{TicketID},
                UserID                => $Param{UserID},
            );
        }
    }

    # trigger event
    $Self->EventHandler(
        Event => 'TicketResponsibleUpdate',
        Data  => {
            TicketID => $Param{TicketID},
        },
        UserID => $Param{UserID},
    );

    return 1;
}

=item TicketResponsibleList()

returns the responsible in the past as array with hash ref of the owner data
(name, email, ...)

    my @Responsible = $TicketObject->TicketResponsibleList(
        TicketID => 123,
    );

Returns:

    @Responsible = (
        {
            UserFirstname => 'SomeName',
            UserLastname  => 'SomeName',
            UserEmail     => 'some@example.com',
            # custom attributes
        },
        {
            UserFirstname => 'SomeName',
            UserLastname  => 'SomeName',
            UserEmail     => 'some@example.com',
            # custom attributes
        },
    );

=cut

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

    # check needed stuff
    if ( !$Param{TicketID} ) {
        $Self->{LogObject}->Log( Priority => 'error', Message => "Need TicketID!" );
        return;
    }

    # db query
    my @User;
    my $LastResponsible = 1;
    return if !$Self->{DBObject}->Prepare(
        SQL => 'SELECT sh.name, ht.name, sh.create_by FROM '
            . ' ticket_history sh, ticket_history_type ht WHERE '
            . ' sh.ticket_id = ? AND '
            . ' ht.name IN (\'ResponsibleUpdate\', \'NewTicket\') AND '
            . ' ht.id = sh.history_type_id ORDER BY sh.id',
        Bind => [ \$Param{TicketID} ],
    );
    while ( my @Row = $Self->{DBObject}->FetchrowArray() ) {

        # store result
        if ( $Row[1] eq 'NewTicket' && $Row[2] ne '1' && $LastResponsible ne $Row[2] ) {
            $LastResponsible = $Row[2];
            push @User, $Row[2];
        }
        elsif ( $Row[1] eq 'ResponsibleUpdate' ) {
            if (
                $Row[0] =~ /^New Responsible is '(.+?)' \(ID=(.+?)\)/
                || $Row[0] =~ /^\%\%(.+?)\%\%(.+?)$/
                )
            {
                $LastResponsible = $2;
                push @User, $2;
            }
        }
    }
    my @UserInfo;
    for my $SingleUser (@User) {
        my %User = $Self->{UserObject}->GetUserData(
            UserID => $SingleUser,
            Cache  => 1
        );
        push @UserInfo, \%User;
    }
    return @UserInfo;
}

=item TicketInvolvedAgentsList()

returns an array with hash ref of agents which have been involved with a ticket.
It is guaranteed that no agent is returned twice.

    my @InvolvedAgents = $TicketObject->TicketInvolvedAgentsList(
        TicketID => 123,
    );

Returns:

    @InvolvedAgents = (
        {
            UserFirstname => 'SomeName',
            UserLastname  => 'SomeName',
            UserEmail     => 'some@example.com',
            # custom attributes
        },
        {
            UserFirstname => 'AnotherName',
            UserLastname  => 'AnotherName',
            UserEmail     => 'another@example.com',
            # custom attributes
        },
    );

=cut

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

    # check needed stuff
    if ( !$Param{TicketID} ) {
        $Self->{LogObject}->Log( Priority => 'error', Message => 'Need TicketID!' );
        return;
    }

    # db query, only entries with a known history_id are retrieved
    my @User;
    my %UsedOwner;
    return if !$Self->{DBObject}->Prepare(
        SQL => ''
            . 'SELECT sh.create_by'
            . ' FROM ticket_history sh, ticket_history_type ht'
            . ' WHERE sh.ticket_id = ?'
            . ' AND ht.id = sh.history_type_id'
            . ' ORDER BY sh.id',
        Bind => [ \$Param{TicketID} ],
    );
    while ( my @Row = $Self->{DBObject}->FetchrowArray() ) {

        # store result, skip the
        if ( $Row[0] ne 1 && !$UsedOwner{ $Row[0] } ) {
            $UsedOwner{ $Row[0] } = $Row[0];
            push @User, $Row[0];
        }
    }

    # collect agent information
    my @UserInfo;
    for my $SingleUser (@User) {
        my %User = $Self->{UserObject}->GetUserData(
            UserID => $SingleUser,
            Valid  => 1,
            Cache  => 1,
        );
        next if !%User;
        push @UserInfo, \%User;
    }

    return @UserInfo;
}

=item TicketPrioritySet()

to set the ticket priority

    my $Success = $TicketObject->TicketPrioritySet(
        TicketID => 123,
        Priority => 'low',
        UserID   => 213,
    );

    my $Success = $TicketObject->TicketPrioritySet(
        TicketID   => 123,
        PriorityID => 2,
        UserID     => 213,
    );

Events:
    TicketPriorityUpdate

=cut

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

    # lookup!
    if ( !$Param{PriorityID} && $Param{Priority} ) {
        $Param{PriorityID} = $Self->{PriorityObject}->PriorityLookup(
            Priority => $Param{Priority},
        );
    }
    if ( $Param{PriorityID} && !$Param{Priority} ) {
        $Param{Priority} = $Self->{PriorityObject}->PriorityLookup(
            PriorityID => $Param{PriorityID},
        );
    }

    # check needed stuff
    for my $Needed (qw(TicketID UserID PriorityID Priority)) {
        if ( !$Param{$Needed} ) {
            $Self->{LogObject}->Log( Priority => 'error', Message => "Need $Needed!" );
            return;
        }
    }
    my %Ticket = $Self->TicketGet(%Param);

    # check if update is needed
    if ( $Ticket{Priority} eq $Param{Priority} ) {

        # update not needed
        return 1;
    }

    # permission check
    my %PriorityList = $Self->PriorityList(%Param);
    if ( !$PriorityList{ $Param{PriorityID} } ) {
        $Self->{LogObject}->Log(
            Priority => 'notice',
            Message  => "Permission denied on TicketID: $Param{TicketID}!",
        );
        return;
    }

    # db update
    return if !$Self->{DBObject}->Do(
        SQL => 'UPDATE ticket SET ticket_priority_id = ?, '
            . ' change_time = current_timestamp, change_by = ?'
            . ' WHERE id = ?',
        Bind => [ \$Param{PriorityID}, \$Param{UserID}, \$Param{TicketID} ],
    );

    # add history
    $Self->HistoryAdd(
        TicketID     => $Param{TicketID},
        QueueID      => $Ticket{QueueID},
        CreateUserID => $Param{UserID},
        HistoryType  => 'PriorityUpdate',
        Name         => "\%\%$Ticket{Priority}\%\%$Ticket{PriorityID}"
            . "\%\%$Param{Priority}\%\%$Param{PriorityID}",
    );

    # clear ticket cache
    delete $Self->{ 'Cache::GetTicket' . $Param{TicketID} };

    # trigger event
    $Self->EventHandler(
        Event => 'TicketPriorityUpdate',
        Data  => {
            TicketID => $Param{TicketID},
        },
        UserID => $Param{UserID},
    );

    return 1;
}

=item TicketPriorityList()

to get the priority list for a ticket (depends on workflow, if configured)

    my %Priorities = $TicketObject->TicketPriorityList(
        TicketID => 123,
        UserID   => 123,
    );

    my %Priorities = $TicketObject->TicketPriorityList(
        QueueID => 123,
        UserID  => 123,
    );

Returns:

    %Priorities = (
        1 => 'Priority A',
        2 => 'Priority B',
        3 => 'Priority C',
    );

=cut

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

    # check needed stuff
    if ( !$Param{UserID} && !$Param{CustomerUserID} ) {
        $Self->{LogObject}->Log( Priority => 'error', Message => 'Need UserID or CustomerUserID!' );
        return;
    }

    # check needed stuff
    #    if (!$Param{QueueID} && !$Param{TicketID}) {
    #        $Self->{LogObject}->Log(Priority => 'error', Message => 'Need QueueID or TicketID!');
    #        return;
    #    }
    # sql
    my %Data = $Self->{PriorityObject}->PriorityList(%Param);

    # workflow
    my $ACL = $Self->TicketAcl(
        %Param,
        ReturnType    => 'Ticket',
        ReturnSubType => 'Priority',
        Data          => \%Data,
    );
    return $Self->TicketAclData() if $ACL;
    return %Data;
}

=item HistoryTicketStatusGet()

get a hash with ticket id as key and a hash ref (result of HistoryTicketGet)
of all affected tickets in this time area.

    my %Tickets = $TicketObject->HistoryTicketStatusGet(
        StartDay   => 12,
        StartMonth => 1,
        StartYear  => 2006,
        StopDay    => 18,
        StopMonth  => 1,
        StopYear   => 2006,
        Force      => 0,
    );

=cut

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

    # check needed stuff
    for my $Needed (qw(StopYear StopMonth StopDay StartYear StartMonth StartDay)) {
        if ( !$Param{$Needed} ) {
            $Self->{LogObject}->Log( Priority => 'error', Message => "Need $Needed!" );
            return;
        }
    }

    # format month and day params
    for my $DateParameter (qw(StopMonth StopDay StartMonth StartDay)) {
        $Param{$DateParameter} = sprintf( "%02d", $Param{$DateParameter} );
    }

    my $SQLExt = '';
    for my $HistoryTypeData (
        qw(NewTicket FollowUp OwnerUpdate PriorityUpdate CustomerUpdate StateUpdate
        TicketFreeTextUpdate PhoneCallCustomer Forward Bounce SendAnswer EmailCustomer
        PhoneCallAgent WebRequestCustomer)
        )
    {
        my $ID = $Self->HistoryTypeLookup( Type => $HistoryTypeData );
        if ( !$SQLExt ) {
            $SQLExt = "AND history_type_id IN ($ID";
        }
        else {
            $SQLExt .= ",$ID";
        }
    }
    if ($SQLExt) {
        $SQLExt .= ')';
    }
    return if !$Self->{DBObject}->Prepare(
        SQL => "SELECT DISTINCT(th.ticket_id), th.create_time FROM "
            . "ticket_history th WHERE "
            . "th.create_time <= '$Param{StopYear}-$Param{StopMonth}-$Param{StopDay} 23:59:59' "
            . "AND "
            . "th.create_time >= '$Param{StartYear}-$Param{StartMonth}-$Param{StartDay} 00:00:01' "
            . "$SQLExt ORDER BY th.create_time DESC",
        Limit => 150000,
    );
    my %Ticket;
    while ( my @Row = $Self->{DBObject}->FetchrowArray() ) {
        $Ticket{ $Row[0] } = 1;
    }
    for my $TicketID ( keys %Ticket ) {
        my %TicketData = $Self->HistoryTicketGet(
            TicketID  => $TicketID,
            StopYear  => $Param{StopYear},
            StopMonth => $Param{StopMonth},
            StopDay   => $Param{StopDay},
            Force     => $Param{Force} || 0,
        );
        if (%TicketData) {
            $Ticket{$TicketID} = \%TicketData;
        }
        else {
            $Ticket{$TicketID} = {};
        }
    }
    return %Ticket;
}

=item HistoryTicketGet()

returns a hash of the ticket history info at this time.

    my %HistoryData = $TicketObject->HistoryTicketGet(
        StopYear  => 2003,
        StopMonth => 12,
        StopDay   => 24,
        TicketID  => 123,
        Force     => 0,
    );

returns

    TicketNumber
    TicketID
    Type
    TypeID
    Queue
    QueueID
    Priority
    PriorityID
    State
    StateID
    Owner
    OwnerID
    CreateUserID
    CreateTime (timestamp)
    CreateOwnerID
    CreatePriority
    CreatePriorityID
    CreateState
    CreateStateID
    CreateQueue
    CreateQueueID
    LockFirst (timestamp)
    LockLast (timestamp)
    UnlockFirst (timestamp)
    UnlockLast (timestamp)

=cut

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

    # check needed stuff
    for my $Needed (qw(TicketID StopYear StopMonth StopDay)) {
        if ( !$Param{$Needed} ) {
            $Self->{LogObject}->Log( Priority => 'error', Message => "Need $Needed!" );
            return;
        }
    }

    # format month and day params
    for my $DateParameter (qw(StopMonth StopDay)) {
        $Param{$DateParameter} = sprintf( "%02d", $Param{$DateParameter} );
    }

    # check cache
    my $Path = $Self->{ConfigObject}->Get('Home')
        . "/var/tmp/TicketHistoryCache/$Param{StopYear}/$Param{StopMonth}/";
    my $File = $Self->{MainObject}->FilenameCleanUp(
        Filename =>
            "TicketHistoryCache-$Param{TicketID}-$Param{StopYear}-$Param{StopMonth}-$Param{StopDay}.cache",
        Type => 'local',
    );

    # write cache
    my %Ticket;
    if ( !$Param{Force} && -f "$Path/$File" ) {
        my $ContentARRAYRef = $Self->{MainObject}->FileRead(
            Directory => $Path,
            Filename  => $File,
            Result    => 'ARRAY',    # optional - SCALAR|ARRAY
        );
        if ($ContentARRAYRef) {
            for my $Line ( @{$ContentARRAYRef} ) {
                if ( $Line =~ /^(.+?):(.+?)$/ ) {
                    $Ticket{$1} = $2;
                }
            }
            return %Ticket;
        }
    }

    # db access
    my $Time = "$Param{StopYear}-$Param{StopMonth}-$Param{StopDay} 23:59:59";
    return if !$Self->{DBObject}->Prepare(
        SQL => 'SELECT th.name, tht.name, th.create_time, th.create_by, th.ticket_id, '
            . 'th.article_id, th.queue_id, th.state_id, th.priority_id, th.owner_id, th.type_id '
            . ' FROM ticket_history th, ticket_history_type tht WHERE '
            . 'th.history_type_id = tht.id AND th.ticket_id = ? AND th.create_time <= ? '
            . 'ORDER BY th.create_time, th.id ASC',
        Bind => [ \$Param{TicketID}, \$Time ],
        Limit => 3000,
    );
    while ( my @Row = $Self->{DBObject}->FetchrowArray() ) {
        if ( $Row[1] eq 'NewTicket' ) {
            if (
                $Row[0] =~ /^\%\%(.+?)\%\%(.+?)\%\%(.+?)\%\%(.+?)\%\%(.+?)$/
                || $Row[0] =~ /Ticket=\[(.+?)\],.+?Q\=(.+?);P\=(.+?);S\=(.+?)/
                )
            {
                $Ticket{TicketNumber}   = $1;
                $Ticket{Queue}          = $2;
                $Ticket{CreateQueue}    = $2;
                $Ticket{Priority}       = $3;
                $Ticket{CreatePriority} = $3;
                $Ticket{State}          = $4;
                $Ticket{CreateState}    = $4;
                $Ticket{TicketID}       = $Row[4];
                $Ticket{Owner}          = 'root';
                $Ticket{CreateUserID}   = $Row[3];
                $Ticket{CreateTime}     = $Row[2];
            }
            else {

                # COMPAT: compat to 1.1
                # NewTicket
                $Ticket{TicketVersion} = '1.1';
                $Ticket{TicketID}      = $Row[4];
                $Ticket{CreateUserID}  = $Row[3];
                $Ticket{CreateTime}    = $Row[2];
            }
            $Ticket{CreateOwnerID}    = $Row[9] || '';
            $Ticket{CreatePriorityID} = $Row[8] || '';
            $Ticket{CreateStateID}    = $Row[7] || '';
            $Ticket{CreateQueueID}    = $Row[6] || '';
        }

        # COMPAT: compat to 1.1
        elsif ( $Row[1] eq 'PhoneCallCustomer' ) {
            $Ticket{TicketVersion} = '1.1';
            $Ticket{TicketID}      = $Row[4];
            $Ticket{CreateUserID}  = $Row[3];
            $Ticket{CreateTime}    = $Row[2];
        }
        elsif ( $Row[1] eq 'Move' ) {
            if (
                $Row[0] =~ /^\%\%(.+?)\%\%(.+?)\%\%(.+?)\%\%(.+?)/
                || $Row[0] =~ /^Ticket moved to Queue '(.+?)'/
                )
            {
                $Ticket{Queue} = $1;
            }
        }
        elsif (
            $Row[1]    eq 'StateUpdate'
            || $Row[1] eq 'Close successful'
            || $Row[1] eq 'Close unsuccessful'
            || $Row[1] eq 'Open'
            || $Row[1] eq 'Misc'
            )
        {
            if (
                $Row[0]    =~ /^\%\%(.+?)\%\%(.+?)(\%\%|)$/
                || $Row[0] =~ /^Old: '(.+?)' New: '(.+?)'/
                || $Row[0] =~ /^Changed Ticket State from '(.+?)' to '(.+?)'/
                )
            {
                $Ticket{State}     = $2;
                $Ticket{StateTime} = $Row[2];
            }
        }
        elsif ( $Row[1] eq 'TicketFreeTextUpdate' ) {
            if ( $Row[0] =~ /^\%\%(.+?)\%\%(.+?)\%\%(.+?)\%\%(.+?)$/ ) {
                $Ticket{ 'Ticket' . $1 } = $2;
                $Ticket{ 'Ticket' . $3 } = $4;
                $Ticket{$1}              = $2;
                $Ticket{$3}              = $4;
            }
        }
        elsif ( $Row[1] eq 'PriorityUpdate' ) {
            if ( $Row[0] =~ /^\%\%(.+?)\%\%(.+?)\%\%(.+?)\%\%(.+?)/ ) {
                $Ticket{Priority} = $3;
            }
        }
        elsif ( $Row[1] eq 'OwnerUpdate' ) {
            if ( $Row[0] =~ /^\%\%(.+?)\%\%(.+?)/ || $Row[0] =~ /^New Owner is '(.+?)'/ ) {
                $Ticket{Owner} = $1;
            }
        }
        elsif ( $Row[1] eq 'Lock' ) {
            if ( !$Ticket{LockFirst} ) {
                $Ticket{LockFirst} = $Row[2];
            }
            $Ticket{LockLast} = $Row[2];
        }
        elsif ( $Row[1] eq 'Unlock' ) {
            if ( !$Ticket{UnlockFirst} ) {
                $Ticket{UnlockFirst} = $Row[2];
            }
            $Ticket{UnlockLast} = $Row[2];
        }

        # get default options
        $Ticket{TypeID}     = $Row[10] || '';
        $Ticket{OwnerID}    = $Row[9]  || '';
        $Ticket{PriorityID} = $Row[8]  || '';
        $Ticket{StateID}    = $Row[7]  || '';
        $Ticket{QueueID}    = $Row[6]  || '';
    }
    if ( !%Ticket ) {
        $Self->{LogObject}->Log(
            Priority => 'notice',
            Message  => "No such TicketID in ticket history till "
                . "'$Param{StopYear}-$Param{StopMonth}-$Param{StopDay} 23:59:59' ($Param{TicketID})!",
        );
        return;
    }

    # update old ticket info
    my %CurrentTicketData = $Self->TicketGet( TicketID => $Ticket{TicketID} );
    for my $TicketAttribute (qw(State Priority Queue TicketNumber)) {
        if ( !$Ticket{$TicketAttribute} ) {
            $Ticket{$TicketAttribute} = $CurrentTicketData{$TicketAttribute};
        }
        if ( !$Ticket{"Create$TicketAttribute"} ) {
            $Ticket{"Create$TicketAttribute"} = $CurrentTicketData{$TicketAttribute};
        }
    }

    # check if we should cache this ticket data
    my ( $Sec, $Min, $Hour, $Day, $Month, $Year, $WDay ) = $Self->{TimeObject}->SystemTime2Date(
        SystemTime => $Self->{TimeObject}->SystemTime(),
    );

    # if the request is for the last month or older, cache it
    if ( $Year <= $Param{StopYear} && $Month > $Param{StopMonth} ) {

        # create sub directory if needed
        if ( !-e $Path && !File::Path::mkpath( [$Path], 0, 0775 ) ) {
            $Self->{LogObject}->Log(
                Priority => 'error',
                Message  => "Can't create directory: $Path: $!",
            );
        }

        # write cache file
        my $Content = '';
        for my $Key ( keys %Ticket ) {
            $Content .= "$Key:$Ticket{$Key}\n";
        }
        $Self->{MainObject}->FileWrite(
            Directory => $Path,
            Filename  => $File,
            Content   => \$Content,
        );
    }
    return %Ticket;
}

=item HistoryTypeLookup()

returns the id of the requested history type.

    my $ID = $TicketObject->HistoryTypeLookup( Type => 'Move' );

=cut

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

    # check needed stuff
    if ( !$Param{Type} ) {
        $Self->{LogObject}->Log( Priority => 'error', Message => 'Need Type!' );
        return;
    }

    # check if we ask the same request?
    my $CacheKey = 'Ticket::History::HistoryTypeLookup::' . $Param{Type};
    if ( $Self->{$CacheKey} ) {
        return $Self->{$CacheKey};
    }

    # db query
    return if !$Self->{DBObject}->Prepare(
        SQL  => 'SELECT id FROM ticket_history_type WHERE name = ?',
        Bind => [ \$Param{Type} ],
    );
    while ( my @Row = $Self->{DBObject}->FetchrowArray() ) {
        $Self->{$CacheKey} = $Row[0];
    }

    # check if data exists
    if ( !$Self->{$CacheKey} ) {
        $Self->{LogObject}->Log(
            Priority => 'error',
            Message  => "No TypeID for $Param{Type} found!",
        );
        return;
    }
    return $Self->{$CacheKey};
}

=item HistoryAdd()

add a history entry to an ticket

    my $Success = $TicketObject->HistoryAdd(
        Name         => 'Some Comment',
        HistoryType  => 'Move', # see system tables
        TicketID     => 123,
        ArticleID    => 1234, # not required!
        QueueID      => 123, # not required!
        TypeID       => 123, # not required!
        CreateUserID => 123,
    );

Events:
    HistoryAdd

=cut

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

    # check needed stuff
    if ( !$Param{Name} ) {
        $Self->{LogObject}->Log( Priority => 'error', Message => 'Need Name!' );
        return;
    }

    # lookup!
    if ( !$Param{HistoryTypeID} && $Param{HistoryType} ) {
        $Param{HistoryTypeID} = $Self->HistoryTypeLookup( Type => $Param{HistoryType} );
    }

    # check needed stuff
    for my $Needed (qw(TicketID CreateUserID HistoryTypeID)) {
        if ( !$Param{$Needed} ) {
            $Self->{LogObject}->Log( Priority => 'error', Message => "Need $Needed!" );
            return;
        }
    }

    # get ValidID!
    if ( !$Param{ValidID} ) {
        $Param{ValidID} = $Self->{ValidObject}->ValidIDsGet();
    }

    # get QueueID
    if ( !$Param{QueueID} ) {
        $Param{QueueID} = $Self->TicketQueueID( TicketID => $Param{TicketID} );
    }

    # get type
    if ( !$Param{TypeID} ) {
        my %Ticket = $Self->TicketGet(%Param);
        $Param{TypeID} = $Ticket{TypeID};
    }

    # get owner
    if ( !$Param{OwnerID} ) {
        my %Ticket = $Self->TicketGet(%Param);
        $Param{OwnerID} = $Ticket{OwnerID};
    }

    # get priority
    if ( !$Param{PriorityID} ) {
        my %Ticket = $Self->TicketGet(%Param);
        $Param{PriorityID} = $Ticket{PriorityID};
    }

    # get state
    if ( !$Param{StateID} ) {
        my %Ticket = $Self->TicketGet(%Param);
        $Param{StateID} = $Ticket{StateID};
    }

    # limit name to 200 chars
    if ( $Param{Name} ) {
        $Param{Name} = substr( $Param{Name}, 0, 200 );
    }

    # db quote
    if ( !$Param{ArticleID} ) {
        $Param{ArticleID} = undef;
    }

    # db insert
    return if !$Self->{DBObject}->Do(
        SQL => 'INSERT INTO ticket_history '
            . ' (name, history_type_id, ticket_id, article_id, queue_id, owner_id, '
            . ' priority_id, state_id, type_id, valid_id, '
            . ' create_time, create_by, change_time, change_by) '
            . 'VALUES '
            . '(?, ?, ?, ?, ?, ?, ?, ?, ?, ?, current_timestamp, ?, current_timestamp, ?)',
        Bind => [
            \$Param{Name},    \$Param{HistoryTypeID}, \$Param{TicketID},     \$Param{ArticleID},
            \$Param{QueueID}, \$Param{OwnerID},       \$Param{PriorityID},   \$Param{StateID},
            \$Param{TypeID},  \$Param{ValidID},       \$Param{CreateUserID}, \$Param{CreateUserID},
        ],
    );

    # trigger event
    $Self->EventHandler(
        Event => 'HistoryAdd',
        Data  => {
            TicketID => $Param{TicketID},
        },
        UserID => $Param{CreateUserID},
    );

    return 1;
}

=item HistoryGet()

get ticket history as array with hashes
(TicketID, ArticleID, Name, CreateBy, CreateTime, HistoryType, QueueID,
OwnerID, PriorityID, StateID, HistoryTypeID and TypeID)

    my @HistoryLines = $TicketObject->HistoryGet(
        TicketID => 123,
        UserID   => 123,
    );

=cut

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

    my @Lines;

    # check needed stuff
    for my $Needed (qw(TicketID UserID)) {
        if ( !$Param{$Needed} ) {
            $Self->{LogObject}->Log( Priority => 'error', Message => "Need $Needed!" );
            return;
        }
    }

    return if !$Self->{DBObject}->Prepare(
        SQL => 'SELECT sh.name, sh.article_id, sh.create_time, sh.create_by, ht.name, '
            . ' sh.queue_id, sh.owner_id, sh.priority_id, sh.state_id, sh.history_type_id, sh.type_id '
            . ' FROM ticket_history sh, ticket_history_type ht WHERE '
            . ' sh.ticket_id = ? AND ht.id = sh.history_type_id'
            . ' ORDER BY sh.create_time, sh.id',
        Bind => [ \$Param{TicketID} ],
    );
    while ( my @Row = $Self->{DBObject}->FetchrowArray() ) {
        my %Data;
        $Data{TicketID}      = $Param{TicketID};
        $Data{ArticleID}     = $Row[1] || 0;
        $Data{Name}          = $Row[0];
        $Data{CreateBy}      = $Row[3];
        $Data{CreateTime}    = $Row[2];
        $Data{HistoryType}   = $Row[4];
        $Data{QueueID}       = $Row[5];
        $Data{OwnerID}       = $Row[6];
        $Data{PriorityID}    = $Row[7];
        $Data{StateID}       = $Row[8];
        $Data{HistoryTypeID} = $Row[9];
        $Data{TypeID}        = $Row[10];
        push @Lines, \%Data;
    }

    # get user data
    for my $Data (@Lines) {
        my %UserInfo = $Self->{UserObject}->GetUserData(
            UserID => $Data->{CreateBy},
        );

        # merge result, put %Data last so that it "wins"
        %{$Data} = ( %UserInfo, %{$Data} );
    }
    return @Lines;
}

=item HistoryDelete()

delete a ticket history (from storage)

    my $Success = $TicketObject->HistoryDelete(
        TicketID => 123,
        UserID   => 123,
    );

Events:
    HistoryDelete

=cut

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

    # check needed stuff
    for my $Needed (qw(TicketID UserID)) {
        if ( !$Param{$Needed} ) {
            $Self->{LogObject}->Log( Priority => 'error', Message => "Need $Needed!" );
            return;
        }
    }

    # delete ticket history entries from db
    return if !$Self->{DBObject}->Do(
        SQL =>
            'DELETE FROM ticket_history WHERE ticket_id = ? AND (article_id IS NULL OR article_id = 0)',
        Bind => [ \$Param{TicketID} ],
    );

    # get article index
    my @ArticleIDs = $Self->ArticleIndex(
        TicketID => $Param{TicketID},
    );

    # create article id string
    my $ArticleIDString = join q{, }, @ArticleIDs;

    # delete article history entries from db
    if ($ArticleIDString) {
        return if !$Self->{DBObject}->Do(
            SQL => "DELETE FROM ticket_history WHERE article_id IN ($ArticleIDString)",
        );
    }

    # trigger event
    $Self->EventHandler(
        Event => 'HistoryDelete',
        Data  => {
            TicketID => $Param{TicketID},
        },
        UserID => $Param{UserID},
    );

    return 1;
}

=item TicketAccountedTimeGet()

returns the accounted time of a ticket.

    my $AccountedTime = $TicketObject->TicketAccountedTimeGet(TicketID => 1234);

=cut

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

    # check needed stuff
    if ( !$Param{TicketID} ) {
        $Self->{LogObject}->Log( Priority => 'error', Message => 'Need TicketID!' );
        return;
    }

    # db query
    return if !$Self->{DBObject}->Prepare(
        SQL  => 'SELECT time_unit FROM time_accounting WHERE ticket_id = ?',
        Bind => [ \$Param{TicketID} ],
    );
    my $AccountedTime = 0;
    while ( my @Row = $Self->{DBObject}->FetchrowArray() ) {
        $Row[0] =~ s/,/./g;
        $AccountedTime = $AccountedTime + $Row[0];
    }
    return $AccountedTime;
}

=item TicketAccountTime()

account time to a ticket.

    my $Success = $TicketObject->TicketAccountTime(
        TicketID  => 1234,
        ArticleID => 23542,
        TimeUnit  => '4.5',
        UserID    => 1,
    );

Events:
    TicketAccountTime

=cut

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

    # check needed stuff
    for my $Needed (qw(TicketID ArticleID TimeUnit UserID)) {
        if ( !$Param{$Needed} ) {
            $Self->{LogObject}->Log( Priority => 'error', Message => "Need $Needed!" );
            return;
        }
    }

    # check some wrong formats
    $Param{TimeUnit} =~ s/,/\./g;
    $Param{TimeUnit} =~ s/ //g;
    $Param{TimeUnit} =~ s/^(\d{1,10}\.\d\d).+?$/$1/g;
    chomp $Param{TimeUnit};

    # db quote
    $Param{TimeUnit} = $Self->{DBObject}->Quote( $Param{TimeUnit}, 'Number' );

    # db update
    return if !$Self->{DBObject}->Do(
        SQL => "INSERT INTO time_accounting "
            . " (ticket_id, article_id, time_unit, create_time, create_by, change_time, change_by) "
            . " VALUES (?, ?, $Param{TimeUnit}, current_timestamp, ?, current_timestamp, ?)",
        Bind => [
            \$Param{TicketID}, \$Param{ArticleID}, \$Param{UserID}, \$Param{UserID},
        ],
    );

    # add history
    my $AccountedTime = $Self->TicketAccountedTimeGet( TicketID => $Param{TicketID} );
    $Self->HistoryAdd(
        TicketID     => $Param{TicketID},
        ArticleID    => $Param{ArticleID},
        CreateUserID => $Param{UserID},
        HistoryType  => 'TimeAccounting',
        Name         => "\%\%$Param{TimeUnit}\%\%$AccountedTime",
    );

    # clear ticket cache
    delete $Self->{ 'Cache::GetTicket' . $Param{TicketID} };

    # trigger event
    $Self->EventHandler(
        Event => 'TicketAccountTime',
        Data  => {
            TicketID => $Param{TicketID},
        },
        UserID => $Param{UserID},
    );

    return 1;
}

=item TicketMerge()

merge two tickets

    my $Success = $TicketObject->TicketMerge(
        MainTicketID  => 412,
        MergeTicketID => 123,
        UserID        => 123,
    );

Events:
    TicketMerge

=cut

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

    # check needed stuff
    for my $Needed (qw(MainTicketID MergeTicketID UserID)) {
        if ( !$Param{$Needed} ) {
            $Self->{LogObject}->Log( Priority => 'error', Message => "Need $Needed!" );
            return;
        }
    }

    # change ticket id of merge ticket to main ticket
    return if !$Self->{DBObject}->Do(
        SQL => 'UPDATE article SET ticket_id = ? WHERE ticket_id = ?',
        Bind => [ \$Param{MainTicketID}, \$Param{MergeTicketID} ],
    );

    # reassign article history
    return if !$Self->{DBObject}->Do(
        SQL => 'UPDATE ticket_history SET ticket_id = ? WHERE ticket_id = ?
            AND (article_id IS NOT NULL OR article_id != 0)',
        Bind => [ \$Param{MainTicketID}, \$Param{MergeTicketID} ],
    );

    # update the accounted time of the main ticket
    return if !$Self->{DBObject}->Do(
        SQL => 'UPDATE time_accounting SET ticket_id = ? WHERE ticket_id = ?',
        Bind => [ \$Param{MainTicketID}, \$Param{MergeTicketID} ],
    );

    my %MainTicket  = $Self->TicketGet( TicketID => $Param{MainTicketID} );
    my %MergeTicket = $Self->TicketGet( TicketID => $Param{MergeTicketID} );

    my $Body = $Self->{ConfigObject}->Get('Ticket::Frontend::AutomaticMergeText');
    $Body =~ s{<OTRS_TICKET>}{$MergeTicket{TicketNumber}}xms;
    $Body =~ s{<OTRS_MERGE_TO_TICKET>}{$MainTicket{TicketNumber}}xms;

    # add merge article to merge ticket
    $Self->ArticleCreate(
        TicketID       => $Param{MergeTicketID},
        SenderType     => 'agent',
        ArticleType    => 'note-external',
        ContentType    => "text/plain; charset=ascii",
        UserID         => $Param{UserID},
        HistoryType    => 'AddNote',
        HistoryComment => '%%Note',
        Subject        => 'Ticket Merged',
        Body           => $Body,
        NoAgentNotify  => 1,
    );

    # add merge history to merge ticket
    $Self->HistoryAdd(
        TicketID    => $Param{MergeTicketID},
        HistoryType => 'Merged',
        Name =>
            "Merged Ticket ($MergeTicket{TicketNumber}/$Param{MergeTicketID}) to ($MainTicket{TicketNumber}/$Param{MainTicketID})",
        CreateUserID => $Param{UserID},
    );

    # add merge history to main ticket
    $Self->HistoryAdd(
        TicketID    => $Param{MainTicketID},
        HistoryType => 'Merged',
        Name =>
            "Merged Ticket ($MergeTicket{TicketNumber}/$Param{MergeTicketID}) to ($MainTicket{TicketNumber}/$Param{MainTicketID})",
        CreateUserID => $Param{UserID},
    );

    # link tickets
    my $LinkObject = Kernel::System::LinkObject->new( %{$Self} );
    $LinkObject->LinkAdd(
        SourceObject => 'Ticket',
        SourceKey    => $Param{MainTicketID},
        TargetObject => 'Ticket',
        TargetKey    => $Param{MergeTicketID},
        Type         => 'ParentChild',
        State        => 'Valid',
        UserID       => $Param{UserID},
    );

    # set new state of merge ticket
    $Self->StateSet(
        State    => 'merged',
        TicketID => $Param{MergeTicketID},
        UserID   => $Param{UserID},
    );

    # unlock ticket
    $Self->LockSet(
        Lock     => 'unlock',
        TicketID => $Param{MergeTicketID},
        UserID   => $Param{UserID},
    );

    # trigger event
    $Self->EventHandler(
        Event => 'TicketMerge',
        Data  => {
            TicketID     => $Param{MergeTicketID},
            MainTicketID => $Param{MainTicketID},
        },
        UserID => $Param{UserID},
    );

    return 1;
}

=item TicketWatchGet()

to get all user ids and additional attributes of an watched ticket

    my %Watch = $TicketObject->TicketWatchGet(
        TicketID => 123,
    );

get list of users to notify

    my %Watch = $TicketObject->TicketWatchGet(
        TicketID => 123,
        Notify   => 1,
    );

get list of users as array

    my Watch = $TicketObject->TicketWatchGet(
        TicketID => 123,
        Result   => 'ARRAY',
    );

=cut

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

    # check needed stuff
    if ( !$Param{TicketID} ) {
        $Self->{LogObject}->Log( Priority => 'error', Message => "Need TicketID!" );
        return;
    }

    # check if feature is enabled
    return if !$Self->{ConfigObject}->Get('Ticket::Watcher');

    # get all attributes of an watched ticket
    return if !$Self->{DBObject}->Prepare(
        SQL => 'SELECT user_id, create_time, create_by, change_time, change_by'
            . ' FROM ticket_watcher WHERE ticket_id = ?',
        Bind => [ \$Param{TicketID} ],
    );

    # fetch the result
    my %Data;
    while ( my @Row = $Self->{DBObject}->FetchrowArray() ) {
        $Data{ $Row[0] } = {
            CreateTime => $Row[1],
            CreateBy   => $Row[2],
            ChangeTime => $Row[3],
            ChangeBy   => $Row[4],
        };
    }

    if ( $Param{Notify} ) {
        for my $UserID ( keys %Data ) {
            my %UserData = $Self->{UserObject}->GetUserData(
                UserID => $UserID,
                Valid  => 1,
            );
            if ( !$UserData{UserSendWatcherNotification} ) {
                delete $Data{$UserID};
            }
        }
    }

    # check result
    if ( $Param{Result} && $Param{Result} eq 'ARRAY' ) {
        my @UserIDs;
        for my $UserID ( keys %Data ) {
            push @UserIDs, $UserID;
        }
        return @UserIDs;
    }

    return %Data;
}

=item TicketWatchSubscribe()

to subscribe a ticket to watch it

    my $Success = $TicketObject->TicketWatchSubscribe(
        TicketID    => 111,
        WatchUserID => 123,
        UserID      => 123,
    );

Events:
    TicketSubscribe

=cut

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

    # check needed stuff
    for my $Needed (qw(TicketID WatchUserID UserID)) {
        if ( !defined $Param{$Needed} ) {
            $Self->{LogObject}->Log( Priority => 'error', Message => "Need $Needed!" );
            return;
        }
    }

    # db access
    return if !$Self->{DBObject}->Do(
        SQL => 'DELETE FROM ticket_watcher WHERE ticket_id = ? AND user_id = ?',
        Bind => [ \$Param{TicketID}, \$Param{WatchUserID} ],
    );
    return if !$Self->{DBObject}->Do(
        SQL =>
            'INSERT INTO ticket_watcher (ticket_id, user_id, create_time, create_by, change_time, change_by) '
            . ' VALUES (?, ?, current_timestamp, ?, current_timestamp, ?)',
        Bind => [ \$Param{TicketID}, \$Param{WatchUserID}, \$Param{UserID}, \$Param{UserID} ],
    );

    # get user data
    my %User = $Self->{UserObject}->GetUserData(
        UserID => $Param{WatchUserID},
    );

    # add history
    $Self->HistoryAdd(
        TicketID     => $Param{TicketID},
        CreateUserID => $Param{UserID},
        HistoryType  => 'Subscribe',
        Name         => "\%\%$User{UserFirstname} $User{UserLastname} ($User{UserLogin})",
    );

    # trigger event
    $Self->EventHandler(
        Event => 'TicketSubscribe',
        Data  => {
            TicketID => $Param{TicketID},
        },
        UserID => $Param{UserID},
    );

    return 1;
}

=item TicketWatchUnsubscribe()

to remove a subscribtion of a ticket

    my $Success = $TicketObject->TicketWatchUnsubscribe(
        TicketID    => 111,
        WatchUserID => 123,
        UserID      => 123,
    );

Events:
    TicketUnsubscribe

=cut

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

    # check needed stuff
    for my $Needed (qw(TicketID WatchUserID UserID)) {
        if ( !defined $Param{$Needed} ) {
            $Self->{LogObject}->Log( Priority => 'error', Message => "Need $Needed!" );
            return;
        }
    }

    # db access
    return if !$Self->{DBObject}->Do(
        SQL => 'DELETE FROM ticket_watcher WHERE ticket_id = ? AND user_id = ?',
        Bind => [ \$Param{TicketID}, \$Param{WatchUserID} ],
    );

    # get user data
    my %User = $Self->{UserObject}->GetUserData(
        UserID => $Param{WatchUserID},
    );

    # add history
    $Self->HistoryAdd(
        TicketID     => $Param{TicketID},
        CreateUserID => $Param{UserID},
        HistoryType  => 'Unsubscribe',
        Name         => "\%\%$User{UserFirstname} $User{UserLastname} ($User{UserLogin})",
    );

    # trigger event
    $Self->EventHandler(
        Event => 'TicketUnsubscribe',
        Data  => {
            TicketID => $Param{TicketID},
        },
        UserID => $Param{UserID},
    );

    return 1;
}

=item TicketFlagSet()

set ticket flags

    my $Success = $TicketObject->TicketFlagSet(
        TicketID => 123,
        Key      => 'Seen',
        Value    => 1,
        UserID   => 123, # apply to this user
    );

    my $Success = $TicketObject->TicketFlagSet(
        TicketID => 123,
        Key      => 'Seen',
        Value    => 1,
        AllUsers => 1, # apply to all users
    );

Events:
    TicketFlagSet

=cut

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

    # check needed stuff
    for my $Needed (qw(TicketID Key Value)) {
        if ( !defined $Param{$Needed} ) {
            $Self->{LogObject}->Log( Priority => 'error', Message => "Need $Needed!" );
            return;
        }
    }

    # only one of these parameters is needed
    if ( !$Param{UserID} && !$Param{AllUsers} ) {
        $Self->{LogObject}->Log( Priority => 'error', Message => "Need UserID or AllUsers param!" );
        return;
    }

    # if all users parameter was given
    if ( $Param{AllUsers} ) {

        # check all affected users
        my @AllTicketFlags = $Self->TicketFlagGet(
            TicketID => $Param{TicketID},
            AllUsers => 1,
        );

        return if !$Self->{DBObject}->Do(
            SQL => 'UPDATE ticket_flag'
                . ' SET ticket_value = ?'
                . ' WHERE ticket_id = ? AND ticket_key = ?',
            Bind => [ \$Param{Value}, \$Param{TicketID}, \$Param{Key} ],
        );

        # clean the cache
        for my $Record (@AllTicketFlags) {
            my $CacheKey = 'TicketFlagGet::' . $Param{TicketID} . '::' . $Record->{UserID};

            # delete cache
            $Self->{CacheInternalObject}->Delete( Key => $CacheKey );
        }
    }
    elsif ( $Param{UserID} ) {
        my %Flag = $Self->TicketFlagGet(%Param);

        # check if set is needed
        return 1 if defined $Flag{ $Param{Key} } && $Flag{ $Param{Key} } eq $Param{Value};

        # set flag
        return if !$Self->{DBObject}->Do(
            SQL => 'DELETE FROM ticket_flag WHERE '
                . 'ticket_id = ? AND ticket_key = ? AND create_by = ?',
            Bind => [ \$Param{TicketID}, \$Param{Key}, \$Param{UserID} ],
        );
        return if !$Self->{DBObject}->Do(
            SQL => 'INSERT INTO ticket_flag '
                . ' (ticket_id, ticket_key, ticket_value, create_time, create_by) '
                . ' VALUES (?, ?, ?, current_timestamp, ?)',
            Bind => [ \$Param{TicketID}, \$Param{Key}, \$Param{Value}, \$Param{UserID} ],
        );

        # delete cache
        my $CacheKey = 'TicketFlagGet::' . $Param{TicketID} . '::' . $Param{UserID};
        $Self->{CacheInternalObject}->Delete( Key => $CacheKey );

        # event
        $Self->EventHandler(
            Event => 'TicketFlagSet',
            Data  => {
                TicketID => $Param{TicketID},
                Key      => $Param{Key},
                Value    => $Param{Value},
                UserID   => $Param{UserID},
            },
            UserID => $Param{UserID},
        );
    }

    return 1;
}

=item TicketFlagDelete()

delete ticket flag

    my $Success = $TicketObject->TicketFlagDelete(
        TicketID => 123,
        Key      => 'Seen',
        UserID   => 123,
    );

Events:
    TicketFlagDelete

=cut

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

    # check needed stuff
    for my $Needed (qw(TicketID Key UserID)) {
        if ( !$Param{$Needed} ) {
            $Self->{LogObject}->Log( Priority => 'error', Message => "Need $Needed!" );
            return;
        }
    }

    # do db insert
    return if !$Self->{DBObject}->Do(
        SQL => 'DELETE FROM ticket_flag WHERE ticket_id = ? AND '
            . 'create_by = ? AND ticket_key = ?',
        Bind => [ \$Param{TicketID}, \$Param{UserID}, \$Param{Key} ],
    );

    # delete cache
    my $CacheKey = 'TicketFlagGet::' . $Param{TicketID} . '::' . $Param{UserID};
    $Self->{CacheInternalObject}->Delete( Key => $CacheKey );

    # event
    $Self->EventHandler(
        Event => 'TicketFlagDelete',
        Data  => {
            TicketID => $Param{TicketID},
            Key      => $Param{Key},
            UserID   => $Param{UserID},
        },
        UserID => $Param{UserID},
    );
    return 1;
}

=item TicketFlagGet()

get ticket flags

    my %Flags = $TicketObject->TicketFlagGet(
        TicketID => 123,
        UserID   => 123, # to get flags one user
    );

    my @Flags = $TicketObject->TicketFlagGet(
        TicketID => 123,
        AllUsers   => 1, # to get flags all users
    );

=cut

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

    # check needed stuff
    if ( !$Param{TicketID} ) {
        $Self->{LogObject}->Log( Priority => 'error', Message => "Need TicketID!" );
        return;
    }

    # check optional
    if ( !$Param{UserID} && !$Param{AllUsers} ) {
        $Self->{LogObject}->Log( Priority => 'error', Message => "Need UserID or AllUsers param!" );
        return;
    }

    if ( $Param{UserID} ) {

        # check cache
        my $CacheKey = 'TicketFlagGet::' . $Param{TicketID} . '::' . $Param{UserID};
        my $Cache = $Self->{CacheInternalObject}->Get( Key => $CacheKey );
        return %{$Cache} if $Cache;

        my %Flag;

        # sql query
        return if !$Self->{DBObject}->Prepare(
            SQL => 'SELECT ticket_key, ticket_value FROM ticket_flag WHERE '
                . 'ticket_id = ? AND create_by = ?',
            Bind => [ \$Param{TicketID}, \$Param{UserID} ],
            Limit => 1500,
        );

        while ( my @Row = $Self->{DBObject}->FetchrowArray() ) {
            $Flag{ $Row[0] } = $Row[1];
        }

        # set cache
        $Self->{CacheInternalObject}->Set( Key => $CacheKey, Value => \%Flag );

        return %Flag;

    }

    # all users flags from ticket
    else {

        # sql query
        return if !$Self->{DBObject}->Prepare(
            SQL => 'SELECT ticket_key, ticket_value, create_by FROM ticket_flag WHERE '
                . 'ticket_id = ?',
            Bind  => [ \$Param{TicketID} ],
            Limit => 1500,
        );

        my @FlagAllUsers;
        while ( my @Row = $Self->{DBObject}->FetchrowArray() ) {
            push @FlagAllUsers, {
                Key    => $Row[0],
                Value  => $Row[1],
                UserID => $Row[2],
            };
        }

        return @FlagAllUsers;
    }

    return;
}

=item TicketAcl()

prepare ACL execution of current state

    $TicketObject->TicketAcl(
        Data          => '-',
        Action        => 'AgentTicketZoom',
        TicketID      => 123,
        ReturnType    => 'Action',
        ReturnSubType => '-',
        UserID        => 123,
    );

or

    $TicketObject->TicketAcl(
        Data => {
            1 => 'new',
            2 => 'open',
            # ...
        },
        ReturnType    => 'Ticket',
        ReturnSubType => 'State',
    )

=cut

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

    # check needed stuff
    if ( !$Param{UserID} && !$Param{CustomerUserID} ) {
        $Self->{LogObject}->Log( Priority => 'error', Message => 'Need UserID or CustomerUserID!' );
        return;
    }

    # check needed stuff
    for my $Needed (qw(ReturnSubType ReturnType Data)) {
        if ( !$Param{$Needed} ) {
            $Self->{LogObject}->Log( Priority => 'error', Message => "Need $Needed!" );
            return;
        }
    }

    # do not execute acls it userid 1 is used
    return if $Param{UserID} && $Param{UserID} == 1;

    # only execute acls if ACL or ACL module is configured or event module is used
    return if !$Self->{ConfigObject}->Get('TicketAcl')
            && !$Self->{ConfigObject}->Get('Ticket::Acl::Module')
            && !$Self->{ConfigObject}->Get('Ticket::EventModulePost');

    # match also frontend options
    my %Checks;
    if ( $Param{Action} ) {
        undef $Self->{TicketAclActionData};
        $Checks{Frontend} = { Action => $Param{Action}, };
    }

    # use ticket data if ticket id is given
    if ( $Param{TicketID} ) {
        my %Ticket = $Self->TicketGet(%Param);
        $Checks{Ticket} = \%Ticket;
    }

    # use user data
    if ( $Param{UserID} ) {
        my %User = $Self->{UserObject}->GetUserData(
            UserID => $Param{UserID},
        );
        for my $Type ( @{ $Self->{ConfigObject}->Get('System::Permission') } ) {
            my @Groups = $Self->{GroupObject}->GroupMemberList(
                UserID => $Param{UserID},
                Result => 'Name',
                Type   => $Type,
            );
            $User{"Group_$Type"} = \@Groups;
        }
        $Checks{User} = \%User;
    }

    # use customer user data
    if ( $Param{CustomerUserID} ) {
        my %CustomerUser = $Self->{CustomerUserObject}->CustomerUserDataGet(
            User => $Param{CustomerUserID},
        );
        for my $Type ( @{ $Self->{ConfigObject}->Get('System::Customer::Permission') } ) {
            my @Groups = $Self->{CustomerGroupObject}->GroupMemberList(
                UserID => $Param{CustomerUserID},
                Result => 'Name',
                Type   => $Type,
            );
            $CustomerUser{"Group_$Type"} = \@Groups;
        }
        $Checks{CustomerUser} = \%CustomerUser;
    }

    # use queue data (if given)
    if ( $Param{QueueID} ) {
        my %Queue = $Self->{QueueObject}->QueueGet( ID => $Param{QueueID} );
        $Checks{Queue} = \%Queue;
    }
    elsif ( $Param{Queue} ) {
        my %Queue = $Self->{QueueObject}->QueueGet( Name => $Param{Queue} );
        $Checks{Queue} = \%Queue;
    }

    # use service data (if given)
    if ( $Param{ServiceID} ) {
        my %Service = $Self->{ServiceObject}->ServiceGet(
            ServiceID => $Param{ServiceID},
            UserID    => 1,
        );
        $Checks{Service} = \%Service;
    }
    elsif ( $Param{Service} ) {
        my %Service = $Self->{ServiceObject}->ServiceGet(
            Name   => $Param{Service},
            UserID => 1,
        );
        $Checks{Service} = \%Service;
    }

    # use type data (if given)
    if ( $Param{TypeID} ) {
        my %Type = $Self->{TypeObject}->TypeGet(
            ID     => $Param{TypeID},
            UserID => 1,
        );
        $Checks{Type} = \%Type;
    }
    elsif ( $Param{Type} ) {

       # TODO Attention!
       #
       # The parameter type can contain not only the wanted ticket type, because also
       # some other functions in Kernel/System/Ticket.pm use a type paremeter, for example
       # MoveList(), TicketFreeTextGet(), etc... These functions could be rewritten to not
       # use a Type parameter, or the functions that call TicketAcl() could be modified to
       # not just pass the complete Param-Hash, but instead a new parameter, like FrontEndParameter.
       #
       # As a workaround we lookup the TypeList first, and compare if the type parameter
       # is found in the list, so we can be more sure that it is the type that we want here.

        # lookup the type list (workaround for described problem)
        my %TypeList = $Self->{TypeObject}->TypeList();

        # check if type is in the type list (workaround for described problem)
        if ( $TypeList{ $Param{Type} } ) {
            my %Type = $Self->{TypeObject}->TypeGet(
                Name   => $Param{Type},
                UserID => 1,
            );
            $Checks{Type} = \%Type;
        }
    }

    # check acl config
    my %Acls;
    if ( $Self->{ConfigObject}->Get('TicketAcl') ) {
        %Acls = %{ $Self->{ConfigObject}->Get('TicketAcl') };
    }

    # check acl module
    my $Modules = $Self->{ConfigObject}->Get('Ticket::Acl::Module');
    if ($Modules) {
        for my $Module ( sort keys %{$Modules} ) {
            next if !$Self->{MainObject}->Require( $Modules->{$Module}->{Module} );

            my $Generic = $Modules->{$Module}->{Module}->new(
                %{$Self},
                TicketObject => $Self,
            );
            $Generic->Run(
                %Param,
                Acl    => \%Acls,
                Checks => \%Checks,
                Config => $Modules->{$Module},
            );
        }
    }

    # get used data
    my %Data;
    if ( ref $Param{Data} ) {
        undef $Self->{TicketAclActionData};
        %Data = %{ $Param{Data} };
    }

    my %NewData;
    my $UseNewMasterParams = 0;
    for my $Acl ( sort keys %Acls ) {
        my %Step = %{ $Acls{$Acl} };

        # check force match
        my $ForceMatch = 1;
        for ( keys %{ $Step{Properties} } ) {
            $ForceMatch = 0;
        }

        # set match params
        my $Match        = 1;
        my $Match3       = 0;
        my $UseNewParams = 0;
        for my $Key ( keys %{ $Step{Properties} } ) {
            for my $Data ( keys %{ $Step{Properties}->{$Key} } ) {
                my $Match2 = 0;
                for my $Item ( @{ $Step{Properties}->{$Key}->{$Data} } ) {
                    if ( ref $Checks{$Key}->{$Data} eq 'ARRAY' ) {
                        my $Match4 = 0;
                        for my $Array ( @{ $Checks{$Key}->{$Data} } ) {

                            # eq match
                            if ( $Item eq $Array ) {
                                $Match4 = 1;
                            }

                            # regexp match case-sensitive
                            elsif ( substr( $Item, 0, 8 ) eq '[RegExp]' ) {
                                my $RegExp = substr $Item, 8;
                                if ( $Array =~ /$RegExp/ ) {
                                    $Match4 = 1;
                                }
                            }

                            # regexp match case-insensitive
                            elsif ( substr( $Item, 0, 8 ) eq '[regexp]' ) {
                                my $RegExp = substr $Item, 8;
                                if ( $Array =~ /$RegExp/i ) {
                                    $Match4 = 1;
                                }
                            }
                            if ($Match4) {
                                $Match2 = 1;

                                # debug log
                                if ( $Self->{Debug} > 4 ) {
                                    $Self->{LogObject}->Log(
                                        Priority => 'debug',
                                        Message =>
                                            "Workflow '$Acl/$Key/$Data' MatchedARRAY ($Item eq $Array)",
                                    );
                                }
                            }
                        }
                    }
                    elsif ( defined $Checks{$Key}->{$Data} ) {
                        my $Match4 = 0;

                        # eq match
                        if ( $Item eq $Checks{$Key}->{$Data} ) {
                            $Match4 = 1;
                        }

                        # regexp match case-sensitive
                        elsif ( substr( $Item, 0, 8 ) eq '[RegExp]' ) {
                            my $RegExp = substr $Item, 8;
                            if ( $Checks{$Key}->{$Data} =~ /$RegExp/ ) {
                                $Match4 = 1;
                            }
                        }

                        # regexp match case-insensitive
                        elsif ( substr( $Item, 0, 8 ) eq '[regexp]' ) {
                            my $RegExp = substr $Item, 8;
                            if ( $Checks{$Key}->{$Data} =~ /$RegExp/i ) {
                                $Match4 = 1;
                            }
                        }

                        if ($Match4) {
                            $Match2 = 1;

                            # debug
                            if ( $Self->{Debug} > 4 ) {
                                $Self->{LogObject}->Log(
                                    Priority => 'debug',
                                    Message =>
                                        "Workflow '$Acl/$Key/$Data' Matched ($Item eq $Checks{$Key}->{$Data})",
                                );
                            }
                        }
                    }
                }
                if ( !$Match2 ) {
                    $Match = 0;
                }
                $Match3 = 1;
            }
        }

        # check force option
        if ($ForceMatch) {
            $Match  = 1;
            $Match3 = 1;
        }

        # debug log
        my %NewTmpData;
        if ( $Match && $Match3 ) {
            if ( $Self->{Debug} > 2 ) {
                $Self->{LogObject}->Log(
                    Priority => 'debug',
                    Message  => "Matched Workflow '$Acl'->'$Param{ReturnSubType}'",
                );
            }
        }

        # build new action data hash
        if (
            %Checks
            && $Match
            && $Match3
            && $Param{ReturnType} eq 'Action'
            && $Step{Possible}->{ $Param{ReturnType} }
            )
        {
            $Self->{TicketAclActionData} = {
                %{ $Self->{ConfigObject}->Get('TicketACL::Default::Action') },
                %{ $Step{Possible}->{ $Param{ReturnType} } },
            };
        }

        # build new ticket data hash
        if ( %Checks && $Match && $Match3 && $Step{Possible}->{Ticket}->{ $Param{ReturnSubType} } )
        {
            $UseNewParams = 1;

            # debug log
            if ( $Self->{Debug} > 3 ) {
                $Self->{LogObject}->Log(
                    Priority => 'debug',
                    Message =>
                        "Workflow '$Acl' used with Possible:'$Param{ReturnType}:$Param{ReturnSubType}'",
                );
            }

            # possible list
            for my $ID ( keys %Data ) {
                my $Match = 0;
                for my $New ( @{ $Step{Possible}->{Ticket}->{ $Param{ReturnSubType} } } ) {

                    # eq match
                    if ( $Data{$ID} eq $New ) {
                        $Match = 1;
                    }

                    # regexp match case-sensitive
                    elsif ( substr( $New, 0, 8 ) eq '[RegExp]' ) {
                        my $RegExp = substr $New, 8;
                        if ( $Data{$ID} =~ /$RegExp/ ) {
                            $Match = 1;
                        }
                    }

                    # regexp match case-insensitive
                    elsif ( substr( $New, 0, 8 ) eq '[regexp]' ) {
                        my $RegExp = substr $New, 8;
                        if ( $Data{$ID} =~ /$RegExp/i ) {
                            $Match = 1;
                        }
                    }

                    if ($Match) {
                        $NewTmpData{$ID} = $Data{$ID};
                        if ( $Self->{Debug} > 4 ) {
                            $Self->{LogObject}->Log(
                                Priority => 'debug',
                                Message =>
                                    "Workflow '$Acl' param '$Data{$ID}' used with Possible:'$Param{ReturnType}:$Param{ReturnSubType}'",
                            );
                        }
                    }
                }
            }
        }
        if (
            %Checks
            && $Match
            && $Match3
            && $Step{PossibleNot}->{Ticket}->{ $Param{ReturnSubType} }
            )
        {
            $UseNewParams = 1;

            # debug log
            if ( $Self->{Debug} > 3 ) {
                $Self->{LogObject}->Log(
                    Priority => 'debug',
                    Message =>
                        "Workflow '$Acl' used with PossibleNot:'$Param{ReturnType}:$Param{ReturnSubType}'",
                );
            }

            # not possible list
            for my $ID ( keys %Data ) {
                my $Match = 1;
                for my $New ( @{ $Step{PossibleNot}->{Ticket}->{ $Param{ReturnSubType} } } ) {

                    # eq match
                    if ( $Data{$ID} eq $New ) {
                        $Match = 0;
                    }

                    # regexp match case-sensitive
                    elsif ( substr( $New, 0, 8 ) eq '[RegExp]' ) {
                        my $RegExp = substr $New, 8;
                        if ( $Data{$ID} =~ /$RegExp/ ) {
                            $Match = 0;
                        }
                    }

                    # regexp match case-insensitive
                    elsif ( substr( $New, 0, 8 ) eq '[regexp]' ) {
                        my $RegExp = substr $New, 8;
                        if ( $Data{$ID} =~ /$RegExp/i ) {
                            $Match = 0;
                        }
                    }
                }
                if ($Match) {
                    $NewTmpData{$ID} = $Data{$ID};
                    if ( $Self->{Debug} > 4 ) {
                        $Self->{LogObject}->Log(
                            Priority => 'debug',
                            Message =>
                                "Workflow '$Acl' param '$Data{$ID}' in not used with PossibleNot:'$Param{ReturnType}:$Param{ReturnSubType}'",
                        );
                    }
                }
            }
        }

        # remember to new params if given
        if ($UseNewParams) {
            %NewData            = %NewTmpData;
            $UseNewMasterParams = 1;
        }

        # return new params if stop after this step
        if ( $UseNewParams && $Step{StopAfterMatch} ) {
            $Self->{TicketAclData} = \%NewData;
            return 1;
        }
    }

    # return if no new param exists
    return if !$UseNewMasterParams;

    $Self->{TicketAclData} = \%NewData;
    return 1;
}

=item TicketAclData()

return the current ACL data hash after TicketAcl()

    my %Acl = $TicketObject->TicketAclData();

=cut

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

    return %{ $Self->{TicketAclData} };
}

=item TicketAclActionData()

return the current ACL action data hash after TicketAcl()

    my %AclAction = $TicketObject->TicketAclActionData();

=cut

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

    if ( $Self->{TicketAclActionData} ) {
        return %{ $Self->{TicketAclActionData} };
    }
    return %{ $Self->{ConfigObject}->Get('TicketACL::Default::Action') };
}

=item TicketArticleStorageSwitch()

move article storage from one backend to other backend

    my $Success = $TicketObject->TicketArticleStorageSwitch(
        TicketID    => 123,
        Source      => 'ArticleStorageDB',
        Destination => 'ArticleStorageFS',
        UserID      => 1,
    );

=cut

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

    # check needed stuff
    for my $Needed (qw(TicketID Source Destination UserID)) {
        if ( !$Param{$Needed} ) {
            $Self->{LogObject}->Log( Priority => 'error', Message => "Need $Needed!" );
            return;
        }
    }

    # check source vs. destination
    return 1 if $Param{Source} eq $Param{Destination};

    # reset events and remember
    my $EventConfig = $Self->{ConfigObject}->Get('Ticket::EventModulePost');
    $Self->{ConfigObject}->{'Ticket::EventModulePost'} = {};

    # get articles
    my @ArticleIndex = $Self->ArticleIndex(
        TicketID => $Param{TicketID},
        UserID   => $Param{UserID},
    );
    ARTICLEID:
    for my $ArticleID (@ArticleIndex) {

        # create source object
        $Self->{ConfigObject}->Set(
            Key   => 'Ticket::StorageModule',
            Value => 'Kernel::System::Ticket::' . $Param{Source},
        );
        my $TicketObjectSource = Kernel::System::Ticket->new( %{$Self} );
        return if !$TicketObjectSource;

        # read source attachments
        my %Index = $TicketObjectSource->ArticleAttachmentIndex(
            ArticleID     => $ArticleID,
            UserID        => $Param{UserID},
            OnlyMyBackend => 1,
        );

        # read source plain
        my $Plain = $TicketObjectSource->ArticlePlain(
            ArticleID     => $ArticleID,
            OnlyMyBackend => 1,
        );
        my $PlainMD5Sum = '';
        if ($Plain) {
            my $PlainMD5 = $Plain;
            $PlainMD5Sum = $Self->{MainObject}->MD5sum(
                String => \$PlainMD5,
            );
        }

        # read source attachments
        my @Attachments;
        my %MD5Sums;
        for my $FileID ( keys %Index ) {
            my %Attachment = $TicketObjectSource->ArticleAttachment(
                ArticleID     => $ArticleID,
                FileID        => $FileID,
                UserID        => $Param{UserID},
                OnlyMyBackend => 1,
                Force         => 1,
            );
            push @Attachments, \%Attachment;
            my $MD5Sum = $Self->{MainObject}->MD5sum(
                String => $Attachment{Content},
            );
            $MD5Sums{$MD5Sum}++;
        }

        # nothing to transfer
        next ARTICLEID if !@Attachments && !$Plain;

        # write target attachments
        $Self->{ConfigObject}->Set(
            Key   => 'Ticket::StorageModule',
            Value => 'Kernel::System::Ticket::' . $Param{Destination},
        );
        my $TicketObjectDestination = Kernel::System::Ticket->new( %{$Self} );
        return if !$TicketObjectDestination;

        # read destination attachments
        %Index = $TicketObjectDestination->ArticleAttachmentIndex(
            ArticleID     => $ArticleID,
            UserID        => $Param{UserID},
            OnlyMyBackend => 1,
        );

        # read source attachments
        if (%Index) {
            $Self->{LogObject}->Log(
                Priority => 'error',
                Message =>
                    "Attachments of TicketID:$Param{TicketID}/ArticleID:$ArticleID already in $Param{Destination}!"
            );
            next ARTICLEID;
        }

        # write attachments to destination
        for my $Attachment (@Attachments) {
            $TicketObjectDestination->ArticleWriteAttachment(
                %{$Attachment},
                ArticleID => $ArticleID,
                UserID    => $Param{UserID},
                Force     => 1,
            );
        }

        # write destination plain
        if ($Plain) {
            $TicketObjectDestination->ArticleWritePlain(
                Email     => $Plain,
                ArticleID => $ArticleID,
                UserID    => $Param{UserID},
            );
        }

        # verify destination attachments
        %Index = $TicketObjectDestination->ArticleAttachmentIndex(
            ArticleID     => $ArticleID,
            UserID        => $Param{UserID},
            OnlyMyBackend => 1,
        );
        for my $FileID ( keys %Index ) {
            my %Attachment = $TicketObjectDestination->ArticleAttachment(
                ArticleID     => $ArticleID,
                FileID        => $FileID,
                UserID        => $Param{UserID},
                OnlyMyBackend => 1,
                Force         => 1,
            );
            my $MD5Sum = $Self->{MainObject}->MD5sum(
                String => \$Attachment{Content},
            );
            if ( $MD5Sums{$MD5Sum} ) {
                $MD5Sums{$MD5Sum}--;
                if ( !$MD5Sums{$MD5Sum} ) {
                    delete $MD5Sums{$MD5Sum};
                }
            }
            else {
                $Self->{LogObject}->Log(
                    Priority => 'error',
                    Message =>
                        "Corrupt file: $Attachment{Filename} (TicketID:$Param{TicketID}/ArticleID:$ArticleID)!",
                );

                # set events
                $Self->{ConfigObject}->{'Ticket::EventModulePost'} = $EventConfig;
                return;
            }
        }

        # check if all files are moved
        if (%MD5Sums) {
            $Self->{LogObject}->Log(
                Priority => 'error',
                Message =>
                    "Not all files are moved! (TicketID:$Param{TicketID}/ArticleID:$ArticleID)!",
            );

            # set events
            $Self->{ConfigObject}->{'Ticket::EventModulePost'} = $EventConfig;
            return;
        }

        # verify destination plain if exists in source backend
        if ($Plain) {
            my $PlainVerify = $TicketObjectDestination->ArticlePlain(
                ArticleID     => $ArticleID,
                OnlyMyBackend => 1,
            );
            my $PlainMD5SumVerify = '';
            if ($PlainVerify) {
                $PlainMD5SumVerify = $Self->{MainObject}->MD5sum(
                    String => \$PlainVerify,
                );
            }
            if ( $PlainMD5Sum ne $PlainMD5SumVerify ) {
                $Self->{LogObject}->Log(
                    Priority => 'error',
                    Message =>
                        "Corrupt plain file: ArticleID: $ArticleID ($PlainMD5Sum/$PlainMD5SumVerify)",
                );

                # set events
                $Self->{ConfigObject}->{'Ticket::EventModulePost'} = $EventConfig;
                return;
            }
        }

        # remove source attachments
        $Self->{ConfigObject}->Set(
            Key   => 'Ticket::StorageModule',
            Value => 'Kernel::System::Ticket::' . $Param{Source},
        );
        $TicketObjectSource = Kernel::System::Ticket->new( %{$Self} );
        $TicketObjectSource->ArticleDeleteAttachment(
            ArticleID     => $ArticleID,
            UserID        => 1,
            OnlyMyBackend => 1,
        );

        # remove source plain
        $TicketObjectSource->ArticleDeletePlain(
            ArticleID     => $ArticleID,
            UserID        => 1,
            OnlyMyBackend => 1,
        );

        # read source attachments
        %Index = $TicketObjectSource->ArticleAttachmentIndex(
            ArticleID     => $ArticleID,
            UserID        => $Param{UserID},
            OnlyMyBackend => 1,
        );

        # read source attachments
        if (%Index) {
            $Self->{LogObject}->Log(
                Priority => 'error',
                Message  => "Attachments still in $Param{Source}!"
            );
            return;
        }
    }

    # set events
    $Self->{ConfigObject}->{'Ticket::EventModulePost'} = $EventConfig;

    return 1;
}

sub DESTROY {
    my $Self = shift;

    # execute all transaction events
    $Self->EventHandlerTransaction();

    return 1;
}

# COMPAT: to OTRS 1.x and 2.x (can be removed later)

sub CustomerPermission {
    my $Self = shift;
    return $Self->TicketCustomerPermission(@_);
}

sub InvolvedAgents {
    my $Self = shift;
    return $Self->TicketInvolvedAgentsList(@_);
}

sub LockIsTicketLocked {
    my $Self = shift;
    return $Self->TicketLockGet(@_);
}

sub LockSet {
    my $Self = shift;
    return $Self->TicketLockSet(@_);
}

sub MoveList {
    my $Self = shift;
    return $Self->TicketMoveList(@_);
}

sub MoveTicket {
    my $Self = shift;
    return $Self->TicketQueueSet(@_);
}

sub MoveQueueList {
    my $Self = shift;
    return $Self->TicketMoveQueueList(@_);
}

sub OwnerList {
    my $Self = shift;
    return $Self->TicketOwnerList(@_);
}

sub OwnerSet {
    my $Self = shift;
    return $Self->TicketOwnerSet(@_);
}

sub Permission {
    my $Self = shift;
    return $Self->TicketPermission(@_);
}

sub PriorityList {
    my $Self = shift;
    return $Self->TicketPriorityList(@_);
}

sub PrioritySet {
    my $Self = shift;
    return $Self->TicketPrioritySet(@_);
}

sub ResponsibleList {
    my $Self = shift;
    return $Self->TicketResponsibleList(@_);
}

sub ResponsibleSet {
    my $Self = shift;
    return $Self->TicketResponsibleSet(@_);
}

sub SetCustomerData {
    my $Self = shift;
    return $Self->TicketCustomerSet(@_);
}

sub StateList {
    my $Self = shift;
    return $Self->TicketStateList(@_);
}

sub StateSet {
    my $Self = shift;
    return $Self->TicketStateSet(@_);
}

1;

=back

=head1 TERMS AND CONDITIONS

This software is part of the OTRS project (L<http://otrs.org/>).

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 L<http://www.gnu.org/licenses/agpl.txt>.

=head1 VERSION

$Revision: 1.488.2.16 $ $Date: 2011/07/18 08:56:51 $

=cut
