# --
# Kernel/Modules/AgentTicketPhoneCommon.pm - phone calls for existing tickets
# Copyright (C) 2001-2014 OTRS AG, http://otrs.com/
# --
# This software comes with ABSOLUTELY NO WARRANTY. For details, see
# the enclosed file COPYING for license information (AGPL). If you
# did not receive this file, see http://www.gnu.org/licenses/agpl.txt.
# --

package Kernel::Modules::AgentTicketPhoneCommon;

use strict;
use warnings;

use Mail::Address;

use Kernel::System::SystemAddress;
use Kernel::System::CustomerUser;
use Kernel::System::CheckItem;
use Kernel::System::Web::UploadCache;
use Kernel::System::State;
use Kernel::System::DynamicField;
use Kernel::System::DynamicField::Backend;
use Kernel::System::VariableCheck qw(:all);
use Kernel::System::TemplateGenerator;
use Kernel::System::StdAttachment;
use Kernel::System::StandardTemplate;

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

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

    # check needed objects
    for my $Needed (
        qw(ParamObject DBObject TicketObject LayoutObject LogObject QueueObject MainObject ConfigObject)
        )
    {
        if ( !$Self->{$Needed} ) {
            $Self->{LayoutObject}->FatalError( Message => "Got no $Needed!" );
        }
    }

    $Self->{SystemAddress}          = Kernel::System::SystemAddress->new(%Param);
    $Self->{CustomerUserObject}     = Kernel::System::CustomerUser->new(%Param);
    $Self->{CheckItemObject}        = Kernel::System::CheckItem->new(%Param);
    $Self->{StateObject}            = Kernel::System::State->new(%Param);
    $Self->{UploadCacheObject}      = Kernel::System::Web::UploadCache->new(%Param);
    $Self->{DynamicFieldObject}     = Kernel::System::DynamicField->new(%Param);
    $Self->{BackendObject}          = Kernel::System::DynamicField::Backend->new(%Param);
    $Self->{StandardTemplateObject} = Kernel::System::StandardTemplate->new(%Param);

    # get form id
    $Self->{FormID} = $Self->{ParamObject}->GetParam( Param => 'FormID' );

    # create form id
    if ( !$Self->{FormID} ) {
        $Self->{FormID} = $Self->{UploadCacheObject}->FormIDCreate();
    }
    $Self->{Config} = $Self->{ConfigObject}->Get("Ticket::Frontend::$Self->{Action}");

    # get config of frontend module
    $Self->{Config} = $Self->{ConfigObject}->Get("Ticket::Frontend::$Self->{Action}");

    # get the dynamic fields for this screen
    $Self->{DynamicField} = $Self->{DynamicFieldObject}->DynamicFieldListGet(
        Valid       => 1,
        ObjectType  => [ 'Ticket', 'Article' ],
        FieldFilter => $Self->{Config}->{DynamicField} || {},
    );

    return $Self;
}

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

    my $OutputNotify = '';

    # check needed stuff
    if ( !$Self->{TicketID} ) {
        return $Self->{LayoutObject}->ErrorScreen(
            Message => 'Got no TicketID!',
            Comment => 'System Error!',
        );
    }

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

    # check permissions
    my $Access = $Self->{TicketObject}->TicketPermission(
        Type     => $Self->{Config}->{Permission},
        TicketID => $Self->{TicketID},
        UserID   => $Self->{UserID}
    );

    # error screen, don't show ticket
    if ( !$Access ) {
        return $Self->{LayoutObject}->NoPermission( WithHeader => 'yes' );
    }

    # get ACL restrictions
    my %PossibleActions = ( 1 => $Self->{Action} );

    my $ACL = $Self->{TicketObject}->TicketAcl(
        Data          => \%PossibleActions,
        Action        => $Self->{Action},
        TicketID      => $Self->{TicketID},
        ReturnType    => 'Action',
        ReturnSubType => '-',
        UserID        => $Self->{UserID},
    );
    my %AclAction = $Self->{TicketObject}->TicketAclActionData();

    # check if ACL restrictions exist
    if ( $ACL || IsHashRefWithData( \%AclAction ) ) {

        my %AclActionLookup = reverse %AclAction;

        # show error screen if ACL prohibits this action
        if ( !$AclActionLookup{ $Self->{Action} } ) {
            return $Self->{LayoutObject}->NoPermission( WithHeader => 'yes' );
        }
    }

    # show lock state
    $OutputNotify .= $Self->{LayoutObject}->Notify(
        Data => "$Ticket{TicketNumber}: "
            . $Self->{LayoutObject}->{LanguageObject}->Translate("Ticket locked."),
    );

    # get lock state && write (lock) permissions
    if ( $Self->{Config}->{RequiredLock} ) {
        if ( !$Self->{TicketObject}->TicketLockGet( TicketID => $Self->{TicketID} ) ) {
            $Self->{TicketObject}->TicketLockSet(
                TicketID => $Self->{TicketID},
                Lock     => 'lock',
                UserID   => $Self->{UserID},
            );
            if (
                $Self->{TicketObject}->TicketOwnerSet(
                    TicketID  => $Self->{TicketID},
                    UserID    => $Self->{UserID},
                    NewUserID => $Self->{UserID},
                )
                )
            {

                # show lock state
                $OutputNotify = $Self->{LayoutObject}->Notify(
                    Data => "$Ticket{TicketNumber}: "
                        . $Self->{LayoutObject}->{LanguageObject}->Translate("Ticket locked."),
                );
            }
        }
        else {
            my $AccessOk = $Self->{TicketObject}->OwnerCheck(
                TicketID => $Self->{TicketID},
                OwnerID  => $Self->{UserID},
            );
            if ( !$AccessOk ) {
                my $Output = $Self->{LayoutObject}->Header(
                    Value     => $Ticket{Number},
                    Type      => 'Small',
                    BodyClass => 'Popup',
                );
                $Output .= $Self->{LayoutObject}->Warning(
                    Message => $Self->{LayoutObject}->{LanguageObject}
                        ->Get('Sorry, you need to be the ticket owner to perform this action.'),
                    Comment => $Self->{LayoutObject}->{LanguageObject}
                        ->Get('Please change the owner first.'),
                );
                $Output .= $Self->{LayoutObject}->Footer(
                    Type => 'Small',
                );
                return $Output;
            }
            else {
                $Self->{LayoutObject}->Block(
                    Name => 'TicketBack',
                    Data => { %Param, TicketID => $Self->{TicketID}, },
                );
            }
        }
    }
    else {
        $Self->{LayoutObject}->Block(
            Name => 'TicketBack',
            Data => { %Param, %Ticket, },
        );
    }

    # get params
    my %GetParam;
    for my $Key (
        qw(Body Subject TimeUnits NextStateID Year Month Day Hour Minute StandardTemplateID )
        )
    {
        $GetParam{$Key} = $Self->{ParamObject}->GetParam( Param => $Key );
    }

    # get dynamic field values form http request
    my %DynamicFieldValues;

    # cycle through the activated Dynamic Fields for this screen
    DYNAMICFIELD:
    for my $DynamicFieldConfig ( @{ $Self->{DynamicField} } ) {
        next DYNAMICFIELD if !IsHashRefWithData($DynamicFieldConfig);

        # extract the dynamic field value form the web request
        $DynamicFieldValues{ $DynamicFieldConfig->{Name} } =
            $Self->{BackendObject}->EditFieldValueGet(
            DynamicFieldConfig => $DynamicFieldConfig,
            ParamObject        => $Self->{ParamObject},
            LayoutObject       => $Self->{LayoutObject},
            );
    }

    # convert dynamic field values into a structure for ACLs
    my %DynamicFieldACLParameters;
    DYNAMICFIELD:
    for my $DynamicField ( sort keys %DynamicFieldValues ) {
        next DYNAMICFIELD if !$DynamicField;
        next DYNAMICFIELD if !$DynamicFieldValues{$DynamicField};

        $DynamicFieldACLParameters{ 'DynamicField_' . $DynamicField }
            = $DynamicFieldValues{$DynamicField};
    }
    $GetParam{DynamicField} = \%DynamicFieldACLParameters;

    # transform pending time, time stamp based on user time zone
    if (
        defined $GetParam{Year}
        && defined $GetParam{Month}
        && defined $GetParam{Day}
        && defined $GetParam{Hour}
        && defined $GetParam{Minute}
        )
    {
        %GetParam = $Self->{LayoutObject}->TransformDateSelection(
            %GetParam,
        );
    }

    if ( !$Self->{Subaction} ) {

        # get ticket info
        my %CustomerData;
        if ( $Self->{ConfigObject}->Get('Ticket::Frontend::CustomerInfoCompose') ) {
            if ( $Ticket{CustomerUserID} ) {
                %CustomerData = $Self->{CustomerUserObject}->CustomerUserDataGet(
                    User => $Ticket{CustomerUserID},
                );
            }
            elsif ( $Ticket{CustomerID} ) {
                %CustomerData = $Self->{CustomerUserObject}->CustomerUserDataGet(
                    CustomerID => $Ticket{CustomerID},
                );
            }
        }

        # create html strings for all dynamic fields
        my %DynamicFieldHTML;

        # cycle through the activated Dynamic Fields for this screen
        DYNAMICFIELD:
        for my $DynamicFieldConfig ( @{ $Self->{DynamicField} } ) {
            next DYNAMICFIELD if !IsHashRefWithData($DynamicFieldConfig);

            my $PossibleValuesFilter;

            my $IsACLReducible = $Self->{BackendObject}->HasBehavior(
                DynamicFieldConfig => $DynamicFieldConfig,
                Behavior           => 'IsACLReducible',
            );

            if ($IsACLReducible) {

                # get PossibleValues
                my $PossibleValues = $Self->{BackendObject}->PossibleValuesGet(
                    DynamicFieldConfig => $DynamicFieldConfig,
                );

                # check if field has PossibleValues property in its configuration
                if ( IsHashRefWithData($PossibleValues) ) {

                    # convert possible values key => value to key => key for ACLs using a Hash slice
                    my %AclData = %{$PossibleValues};
                    @AclData{ keys %AclData } = keys %AclData;

                    # set possible values filter from ACLs
                    my $ACL = $Self->{TicketObject}->TicketAcl(
                        %GetParam,
                        Action        => $Self->{Action},
                        TicketID      => $Self->{TicketID},
                        ReturnType    => 'Ticket',
                        ReturnSubType => 'DynamicField_' . $DynamicFieldConfig->{Name},
                        Data          => \%AclData,
                        UserID        => $Self->{UserID},
                    );
                    if ($ACL) {
                        my %Filter = $Self->{TicketObject}->TicketAclData();

                        # convert Filer key => key back to key => value using map
                        %{$PossibleValuesFilter}
                            = map { $_ => $PossibleValues->{$_} }
                            keys %Filter;
                    }
                }
            }

            # to store dynamic field value from database (or undefined)
            my $Value;

            # only get values for Ticket fields (all screens based on AgentTickeActionCommon
            # generates a new article, then article fields will be always empty at the beginign)
            if ( $DynamicFieldConfig->{ObjectType} eq 'Ticket' ) {

                # get value stored on the database from Ticket
                $Value = $Ticket{ 'DynamicField_' . $DynamicFieldConfig->{Name} };
            }

            # get field html
            $DynamicFieldHTML{ $DynamicFieldConfig->{Name} } =
                $Self->{BackendObject}->EditFieldRender(
                DynamicFieldConfig   => $DynamicFieldConfig,
                PossibleValuesFilter => $PossibleValuesFilter,
                Value                => $Value,
                Mandatory =>
                    $Self->{Config}->{DynamicField}->{ $DynamicFieldConfig->{Name} } == 2,
                LayoutObject    => $Self->{LayoutObject},
                ParamObject     => $Self->{ParamObject},
                AJAXUpdate      => 1,
                UpdatableFields => $Self->_GetFieldsToUpdate(),
                );
        }

        # get and format default subject and body
        my $Subject = $Self->{LayoutObject}->Output(
            Template => $Self->{Config}->{Subject} || '',
        );
        my $Body = $Self->{LayoutObject}->Output(
            Template => $Self->{Config}->{Body} || '',
        );
        if ( $Self->{LayoutObject}->{BrowserRichText} ) {
            $Body = $Self->{LayoutObject}->Ascii2RichText(
                String => $Body,
            );
        }

        # print form ...
        my $Output = $Self->{LayoutObject}->Header(
            Type      => 'Small',
            BodyClass => 'Popup',
        );
        $Output .= $Self->_MaskPhone(
            TicketID     => $Self->{TicketID},
            QueueID      => $Self->{QueueID},
            TicketNumber => $Ticket{TicketNumber},
            Title        => $Ticket{Title},
            NextStates   => $Self->_GetNextStates(
                %GetParam,
            ),
            StandardTemplates => $Self->_GetStandardTemplates(%Ticket),
            CustomerData      => \%CustomerData,
            Subject           => $Subject,
            Body              => $Body,
            DynamicFieldHTML  => \%DynamicFieldHTML,
        );
        $Output .= $Self->{LayoutObject}->Footer(
            Type => 'Small',
        );
        return $Output;
    }

    # save new phone article to existing ticket
    elsif ( $Self->{Subaction} eq 'Store' ) {

        # challenge token check for write action
        $Self->{LayoutObject}->ChallengeTokenCheck();

        my %Error;

        # rewrap body if no rich text is used
        if ( $GetParam{Body} && !$Self->{LayoutObject}->{BrowserRichText} ) {
            $GetParam{Body} = $Self->{LayoutObject}->WrapPlainText(
                MaxCharacters => $Self->{ConfigObject}->Get('Ticket::Frontend::TextAreaNote'),
                PlainText     => $GetParam{Body},
            );
        }

        # If is an action about attachments
        my $IsUpload = 0;

        # attachment delete
        my @AttachmentIDs = map {
            my ($ID) = $_ =~ m{ \A AttachmentDelete (\d+) \z }xms;
            $ID ? $ID : ();
        } $Self->{ParamObject}->GetParamNames();

        COUNT:
        for my $Count ( reverse sort @AttachmentIDs ) {
            my $Delete = $Self->{ParamObject}->GetParam( Param => "AttachmentDelete$Count" );
            next COUNT if !$Delete;
            $Error{AttachmentDelete} = 1;
            $Self->{UploadCacheObject}->FormIDRemoveFile(
                FormID => $Self->{FormID},
                FileID => $Count,
            );
            $IsUpload = 1;
        }

        # attachment upload
        if ( $Self->{ParamObject}->GetParam( Param => 'AttachmentUpload' ) ) {
            $IsUpload                = 1;
            %Error                   = ();
            $Error{AttachmentUpload} = 1;
            my %UploadStuff = $Self->{ParamObject}->GetUploadAll(
                Param => 'FileUpload',
            );
            $Self->{UploadCacheObject}->FormIDAddFile(
                FormID      => $Self->{FormID},
                Disposition => 'attachment',
                %UploadStuff,
            );
        }

        # check subject
        for my $Key (qw(Body Subject)) {
            if ( !$IsUpload && $GetParam{$Key} eq '' ) {
                $Error{ $Key . 'Invalid' } = 'ServerError';
            }
        }
        if (
            $Self->{ConfigObject}->Get('Ticket::Frontend::AccountTime')
            && $Self->{ConfigObject}->Get('Ticket::Frontend::NeedAccountedTime')
            )
        {
            if ( !$IsUpload && $GetParam{TimeUnits} eq '' ) {
                $Error{'TimeUnitsInvalid'} = 'ServerError';
            }
        }

        # get all attachments meta data
        my @Attachments = $Self->{UploadCacheObject}->FormIDGetAllFilesMeta(
            FormID => $Self->{FormID},
        );

        # check if date is valid
        my %StateData = $Self->{StateObject}->StateGet( ID => $GetParam{NextStateID} );
        if ( $StateData{TypeName} =~ /^pending/i ) {
            if ( !$Self->{TimeObject}->Date2SystemTime( %GetParam, Second => 0 ) ) {
                if ( $IsUpload == 0 ) {
                    $Error{'DateInvalid'} = ' ServerError';
                }
            }
            if (
                $Self->{TimeObject}->Date2SystemTime( %GetParam, Second => 0 )
                < $Self->{TimeObject}->SystemTime()
                )
            {
                if ( $IsUpload == 0 ) {
                    $Error{'DateInvalid'} = ' ServerError';
                }
            }
        }

        # create html strings for all dynamic fields
        my %DynamicFieldHTML;

        # cycle through the activated Dynamic Fields for this screen
        DYNAMICFIELD:
        for my $DynamicFieldConfig ( @{ $Self->{DynamicField} } ) {
            next DYNAMICFIELD if !IsHashRefWithData($DynamicFieldConfig);

            my $PossibleValuesFilter;

            my $IsACLReducible = $Self->{BackendObject}->HasBehavior(
                DynamicFieldConfig => $DynamicFieldConfig,
                Behavior           => 'IsACLReducible',
            );

            if ($IsACLReducible) {

                # get PossibleValues
                my $PossibleValues = $Self->{BackendObject}->PossibleValuesGet(
                    DynamicFieldConfig => $DynamicFieldConfig,
                );

                # check if field has PossibleValues property in its configuration
                if ( IsHashRefWithData($PossibleValues) ) {

                    # convert possible values key => value to key => key for ACLs using a Hash slice
                    my %AclData = %{$PossibleValues};
                    @AclData{ keys %AclData } = keys %AclData;

                    # set possible values filter from ACLs
                    my $ACL = $Self->{TicketObject}->TicketAcl(
                        %GetParam,
                        Action        => $Self->{Action},
                        TicketID      => $Self->{TicketID},
                        ReturnType    => 'Ticket',
                        ReturnSubType => 'DynamicField_' . $DynamicFieldConfig->{Name},
                        Data          => \%AclData,
                        UserID        => $Self->{UserID},
                    );
                    if ($ACL) {
                        my %Filter = $Self->{TicketObject}->TicketAclData();

                        # convert Filer key => key back to key => value using map
                        %{$PossibleValuesFilter}
                            = map { $_ => $PossibleValues->{$_} }
                            keys %Filter;
                    }
                }
            }

            my $ValidationResult;

            # do not validate on attachment upload
            if ( !$IsUpload ) {

                $ValidationResult = $Self->{BackendObject}->EditFieldValueValidate(
                    DynamicFieldConfig   => $DynamicFieldConfig,
                    PossibleValuesFilter => $PossibleValuesFilter,
                    ParamObject          => $Self->{ParamObject},
                    Mandatory =>
                        $Self->{Config}->{DynamicField}->{ $DynamicFieldConfig->{Name} } == 2,
                );

                if ( !IsHashRefWithData($ValidationResult) ) {
                    return $Self->{LayoutObject}->ErrorScreen(
                        Message =>
                            "Could not perform validation on field $DynamicFieldConfig->{Label}!",
                        Comment => 'Please contact the admin.',
                    );
                }

                # propagate validation error to the Error variable to be detected by the frontend
                if ( $ValidationResult->{ServerError} ) {
                    $Error{ $DynamicFieldConfig->{Name} } = ' ServerError';
                }
            }

            # get field html
            $DynamicFieldHTML{ $DynamicFieldConfig->{Name} } =
                $Self->{BackendObject}->EditFieldRender(
                DynamicFieldConfig   => $DynamicFieldConfig,
                PossibleValuesFilter => $PossibleValuesFilter,
                Mandatory =>
                    $Self->{Config}->{DynamicField}->{ $DynamicFieldConfig->{Name} } == 2,
                ServerError  => $ValidationResult->{ServerError}  || '',
                ErrorMessage => $ValidationResult->{ErrorMessage} || '',
                LayoutObject => $Self->{LayoutObject},
                ParamObject  => $Self->{ParamObject},
                AJAXUpdate   => 1,
                UpdatableFields => $Self->_GetFieldsToUpdate(),
                );
        }

        if (%Error) {

            # get ticket info if ticket id is given
            my %Ticket = $Self->{TicketObject}->TicketGet( TicketID => $Self->{TicketID} );

            # check permissions if it's a existing ticket
            if (
                !$Self->{TicketObject}->TicketPermission(
                    Type     => 'ro',
                    TicketID => $Self->{TicketID},
                    UserID   => $Self->{UserID},
                )
                )
            {

                # error screen, don't show ticket
                return $Self->{LayoutObject}->NoPermission( WithHeader => 'yes' );
            }

            # get ticket info
            my $Tn = $Ticket{TicketNumber};
            my %CustomerData;
            if ( $Self->{ConfigObject}->Get('Ticket::Frontend::CustomerInfoCompose') ) {
                if ( $Ticket{CustomerUserID} ) {
                    %CustomerData = $Self->{CustomerUserObject}->CustomerUserDataGet(
                        User => $Ticket{CustomerUserID},
                    );
                }
                elsif ( $Ticket{CustomerID} ) {
                    %CustomerData = $Self->{CustomerUserObject}->CustomerUserDataGet(
                        CustomerID => $Ticket{CustomerID},
                    );
                }
            }

            # header
            my $Output = $Self->{LayoutObject}->Header(
                Type      => 'Small',
                BodyClass => 'Popup',
            );
            $Output .= $OutputNotify;
            $Output .= $Self->_MaskPhone(
                TicketID     => $Self->{TicketID},
                TicketNumber => $Tn,
                Title        => $Ticket{Title},
                NextStates   => $Self->_GetNextStates(
                    %GetParam,
                ),
                StandardTemplates => $Self->_GetStandardTemplates(%Ticket),
                CustomerData      => \%CustomerData,
                Attachments       => \@Attachments,
                %GetParam,
                DynamicFieldHTML => \%DynamicFieldHTML,
                Errors           => \%Error,
            );
            $Output .= $Self->{LayoutObject}->Footer(
                Type => 'Small',
            );
            return $Output;
        }
        else {

            # get pre loaded attachment
            my @AttachmentData = $Self->{UploadCacheObject}->FormIDGetAllFilesData(
                FormID => $Self->{FormID},
            );

            # get submit attachment
            my %UploadStuff = $Self->{ParamObject}->GetUploadAll(
                Param => 'FileUpload',
            );
            if (%UploadStuff) {
                push @AttachmentData, \%UploadStuff;
            }

            my $MimeType = 'text/plain';
            if ( $Self->{LayoutObject}->{BrowserRichText} ) {
                $MimeType = 'text/html';

                # remove unused inline images
                my @NewAttachmentData;
                ATTACHMENT:
                for my $Attachment (@AttachmentData) {
                    my $ContentID = $Attachment->{ContentID};
                    if (
                        $ContentID
                        && ( $Attachment->{ContentType} =~ /image/i )
                        && ( $Attachment->{Disposition} eq 'inline' )
                        )
                    {
                        my $ContentIDHTMLQuote = $Self->{LayoutObject}->Ascii2Html(
                            Text => $ContentID,
                        );

                        # workaround for link encode of rich text editor, see bug#5053
                        my $ContentIDLinkEncode = $Self->{LayoutObject}->LinkEncode($ContentID);
                        $GetParam{Body} =~ s/(ContentID=)$ContentIDLinkEncode/$1$ContentID/g;

                        # ignore attachment if not linked in body
                        next ATTACHMENT
                            if $GetParam{Body} !~ /(\Q$ContentIDHTMLQuote\E|\Q$ContentID\E)/i;
                    }

                    # remember inline images and normal attachments
                    push @NewAttachmentData, \%{$Attachment};
                }
                @AttachmentData = @NewAttachmentData;

                # verify html document
                $GetParam{Body} = $Self->{LayoutObject}->RichTextDocumentComplete(
                    String => $GetParam{Body},
                );
            }

            my $From;

            if ( lc $Self->{Config}->{SenderType} eq 'customer' ) {

                # Use customer data as From, if possible
                my %LastCustomerArticle = $Self->{TicketObject}->ArticleLastCustomerArticle(
                    TicketID      => $Self->{TicketID},
                    DynamicFields => 0,
                );

                $From = $LastCustomerArticle{From};
            }

          # If we don't have a customer article, or if SenderType is "agent", use the agent as From.
            if ( !$From ) {
                my $TemplateGenerator = Kernel::System::TemplateGenerator->new( %{$Self} );
                $From = $TemplateGenerator->Sender(
                    QueueID => $Ticket{QueueID},
                    UserID  => $Self->{UserID},
                );
            }

            my $ArticleID = $Self->{TicketObject}->ArticleCreate(
                TicketID       => $Self->{TicketID},
                ArticleType    => $Self->{Config}->{ArticleType},
                SenderType     => $Self->{Config}->{SenderType},
                From           => $From,
                Subject        => $GetParam{Subject},
                Body           => $GetParam{Body},
                MimeType       => $MimeType,
                Charset        => $Self->{LayoutObject}->{UserCharset},
                UserID         => $Self->{UserID},
                HistoryType    => $Self->{Config}->{HistoryType},
                HistoryComment => $Self->{Config}->{HistoryComment} || '%%',
                UnlockOnAway   => 1,
            );

            # show error of creating article
            if ( !$ArticleID ) {
                return $Self->{LayoutObject}->ErrorScreen();
            }

            # time accounting
            if ( $GetParam{TimeUnits} ) {
                $Self->{TicketObject}->TicketAccountTime(
                    TicketID  => $Self->{TicketID},
                    ArticleID => $ArticleID,
                    TimeUnit  => $GetParam{TimeUnits},
                    UserID    => $Self->{UserID},
                );
            }

            # write attachments
            for my $Attachment (@AttachmentData) {
                $Self->{TicketObject}->ArticleWriteAttachment(
                    %{$Attachment},
                    ArticleID => $ArticleID,
                    UserID    => $Self->{UserID},
                );
            }

            # remove pre submitted attachments
            $Self->{UploadCacheObject}->FormIDRemove( FormID => $Self->{FormID} );

            # set dynamic fields
            # cycle through the activated Dynamic Fields for this screen
            DYNAMICFIELD:
            for my $DynamicFieldConfig ( @{ $Self->{DynamicField} } ) {
                next DYNAMICFIELD if !IsHashRefWithData($DynamicFieldConfig);

                # set the object ID (TicketID or ArticleID) depending on the field configuration
                my $ObjectID
                    = $DynamicFieldConfig->{ObjectType} eq 'Article'
                    ? $ArticleID
                    : $Self->{TicketID};

                # set the value
                my $Success = $Self->{BackendObject}->ValueSet(
                    DynamicFieldConfig => $DynamicFieldConfig,
                    ObjectID           => $ObjectID,
                    Value              => $DynamicFieldValues{ $DynamicFieldConfig->{Name} },
                    UserID             => $Self->{UserID},
                );
            }

            # set state
            $Self->{TicketObject}->TicketStateSet(
                TicketID  => $Self->{TicketID},
                ArticleID => $ArticleID,
                StateID   => $GetParam{NextStateID},
                UserID    => $Self->{UserID},
            );

            # should i set an unlock? yes if the ticket is closed
            my %StateData = $Self->{StateObject}->StateGet( ID => $GetParam{NextStateID} );
            if ( $StateData{TypeName} =~ /^close/i ) {

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

            # set pending time if next state is a pending state
            elsif ( $StateData{TypeName} =~ /^pending/i ) {

                # set pending time
                $Self->{TicketObject}->TicketPendingTimeSet(
                    UserID   => $Self->{UserID},
                    TicketID => $Self->{TicketID},
                    %GetParam,
                );
            }

            # redirect to last screen (e. g. zoom view) and to queue view if
            # the ticket is closed (move to the next task).
            if ( $StateData{TypeName} =~ /^close/i ) {
                return $Self->{LayoutObject}->PopupClose(
                    URL => ( $Self->{LastScreenOverview} || 'Action=AgentDashboard' ),
                );
            }

            return $Self->{LayoutObject}->PopupClose(
                URL => "Action=AgentTicketZoom;TicketID=$Self->{TicketID};ArticleID=$ArticleID",
            );
        }
    }
    elsif ( $Self->{Subaction} eq 'AJAXUpdate' ) {
        my $ElementChanged = $Self->{ParamObject}->GetParam( Param => 'ElementChanged' ) || '';

        my $NextStates = $Self->_GetNextStates(
            %GetParam,
        );

        # update Dynamic Fields Possible Values via AJAX
        my @DynamicFieldAJAX;

        # cycle through the activated Dynamic Fields for this screen
        DYNAMICFIELD:
        for my $DynamicFieldConfig ( @{ $Self->{DynamicField} } ) {
            next DYNAMICFIELD if !IsHashRefWithData($DynamicFieldConfig);
            next DYNAMICFIELD if $DynamicFieldConfig->{ObjectType} ne 'Ticket';

            my $IsACLReducible = $Self->{BackendObject}->HasBehavior(
                DynamicFieldConfig => $DynamicFieldConfig,
                Behavior           => 'IsACLReducible',
            );
            next DYNAMICFIELD if !$IsACLReducible;

            my $PossibleValues = $Self->{BackendObject}->PossibleValuesGet(
                DynamicFieldConfig => $DynamicFieldConfig,
            );

            # convert possible values key => value to key => key for ACLs using a Hash slice
            my %AclData = %{$PossibleValues};
            @AclData{ keys %AclData } = keys %AclData;

            # set possible values filter from ACLs
            my $ACL = $Self->{TicketObject}->TicketAcl(
                %GetParam,
                Action        => $Self->{Action},
                TicketID      => $Self->{TicketID},
                ReturnType    => 'Ticket',
                ReturnSubType => 'DynamicField_' . $DynamicFieldConfig->{Name},
                Data          => \%AclData,
                UserID        => $Self->{UserID},
            );
            if ($ACL) {
                my %Filter = $Self->{TicketObject}->TicketAclData();

                # convert Filer key => key back to key => value using map
                %{$PossibleValues} = map { $_ => $PossibleValues->{$_} } keys %Filter;
            }

            my $DataValues = $Self->{BackendObject}->BuildSelectionDataGet(
                DynamicFieldConfig => $DynamicFieldConfig,
                PossibleValues     => $PossibleValues,
                Value              => $DynamicFieldValues{ $DynamicFieldConfig->{Name} },
            ) || $PossibleValues;

            # add dynamic field to the list of fields to update
            push(
                @DynamicFieldAJAX,
                {
                    Name        => 'DynamicField_' . $DynamicFieldConfig->{Name},
                    Data        => $DataValues,
                    SelectedID  => $DynamicFieldValues{ $DynamicFieldConfig->{Name} },
                    Translation => $DynamicFieldConfig->{Config}->{TranslatableValues} || 0,
                    Max         => 100,
                }
            );
        }

        my @TemplateAJAX;

        # update ticket body and attachements if needed.
        if ( $ElementChanged eq 'StandardTemplateID' ) {
            my @TicketAttachments;
            my $TemplateText;

            # remove all attachments from the Upload cache
            my $RemoveSuccess = $Self->{UploadCacheObject}->FormIDRemove(
                FormID => $Self->{FormID},
            );
            if ( !$RemoveSuccess ) {
                $Self->{LogObject}->Log(
                    Priority => 'error',
                    Message  => "Form attachments could not be deleted!",
                );
            }

            # get the template text and set new attachments if a template is selected
            if ( IsPositiveInteger( $GetParam{StandardTemplateID} ) ) {
                my $TemplateGenerator = Kernel::System::TemplateGenerator->new( %{$Self} );

                # set template text, replace smart tags (limited as ticket is not created)
                $TemplateText = $TemplateGenerator->Template(
                    TicketID   => $Self->{TicketID},
                    TemplateID => $GetParam{StandardTemplateID},
                    UserID     => $Self->{UserID},
                );

                # create StdAttachmentObject
                my $StdAttachmentObject = Kernel::System::StdAttachment->new( %{$Self} );

                # add std. attachments to ticket
                my %AllStdAttachments
                    = $StdAttachmentObject->StdAttachmentStandardTemplateMemberList(
                    StandardTemplateID => $GetParam{StandardTemplateID},
                    );
                for ( sort keys %AllStdAttachments ) {
                    my %AttachmentsData = $StdAttachmentObject->StdAttachmentGet( ID => $_ );
                    $Self->{UploadCacheObject}->FormIDAddFile(
                        FormID      => $Self->{FormID},
                        Disposition => 'attachment',
                        %AttachmentsData,
                    );
                }

                # send a list of attachments in the upload cache back to the clientside JavaScript
                # which renders then the list of currently uploaded attachments
                @TicketAttachments = $Self->{UploadCacheObject}->FormIDGetAllFilesMeta(
                    FormID => $Self->{FormID},
                );
            }

            @TemplateAJAX = (
                {
                    Name => 'RichText',
                    Data => $TemplateText || '',
                },
                {
                    Name     => 'TicketAttachments',
                    Data     => \@TicketAttachments,
                    KeepData => 1,
                },
            );
        }

        my $JSON = $Self->{LayoutObject}->BuildSelectionJSON(
            [
                {
                    Name        => 'NextStateID',
                    Data        => $NextStates,
                    SelectedID  => $GetParam{NextStateID},
                    Translation => 1,
                    Max         => 100,
                },
                @DynamicFieldAJAX,
                @TemplateAJAX,
            ],
        );
        return $Self->{LayoutObject}->Attachment(
            ContentType => 'application/json; charset=' . $Self->{LayoutObject}->{Charset},
            Content     => $JSON,
            Type        => 'inline',
            NoCache     => 1,
        );
    }
    return $Self->{LayoutObject}->ErrorScreen(
        Message => 'No Subaction!!',
        Comment => 'Please contact your administrator',
    );
}

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

    my %NextStates = $Self->{TicketObject}->TicketStateList(
        TicketID => $Self->{TicketID},
        Action   => $Self->{Action},
        UserID   => $Self->{UserID},
        %Param,
    );
    return \%NextStates;
}

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

    # get users
    my %ShownUsers;
    my %AllGroupsMembers = $Self->{UserObject}->UserList(
        Type  => 'Long',
        Valid => 1,
    );

    # just show only users with selected custom queue
    if ( $Param{QueueID} && !$Param{AllUsers} ) {
        my @UserIDs = $Self->{TicketObject}->GetSubscribedUserIDsByQueueID(%Param);
        for my $KeyGroupMember ( sort keys %AllGroupsMembers ) {
            my $Hit = 0;
            for my $UID (@UserIDs) {
                if ( $UID eq $KeyGroupMember ) {
                    $Hit = 1;
                }
            }
            if ( !$Hit ) {
                delete $AllGroupsMembers{$KeyGroupMember};
            }
        }
    }

    # show all system users
    if ( $Self->{ConfigObject}->Get('Ticket::ChangeOwnerToEveryone') ) {
        %ShownUsers = %AllGroupsMembers;
    }

    # show all users who are rw in the queue group
    elsif ( $Param{QueueID} ) {
        my $GID = $Self->{QueueObject}->GetQueueGroupID( QueueID => $Param{QueueID} );
        my %MemberList = $Self->{GroupObject}->GroupMemberList(
            GroupID => $GID,
            Type    => 'rw',
            Result  => 'HASH',
        );
        for my $KeyMember ( sort keys %MemberList ) {
            $ShownUsers{$KeyMember} = $AllGroupsMembers{$KeyMember};
        }
    }
    return \%ShownUsers;
}

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

    # get create templates
    my %Templates;

    # check needed
    return \%Templates if !$Param{QueueID} && !$Param{TicketID};

    my $QueueID = $Param{QueueID} || '';
    if ( !$Param{QueueID} && $Param{TicketID} ) {

        # get QueueID from the ticket
        my %Ticket = $Self->{TicketObject}->TicketGet(
            TicketID      => $Param{TicketID},
            DynamicFields => 0,
            UserID        => $Self->{UserID},
        );
        $QueueID = $Ticket{QueueID} || '';
    }

    # fetch all std. templates
    my %StandardTemplates = $Self->{QueueObject}->QueueStandardTemplateMemberList(
        QueueID       => $QueueID,
        TemplateTypes => 1,
    );

    # return empty hash if there are no templates for this screen
    return \%Templates if !IsHashRefWithData( $StandardTemplates{PhoneCall} );

    # return just the templates for this screen
    return $StandardTemplates{PhoneCall};
}

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

    $Param{FormID} = $Self->{FormID};

    my $DynamicFieldNames = $Self->_GetFieldsToUpdate(
        OnlyDynamicFields => 1
    );

    # create a string with the quoted dynamic field names separated by commas
    if ( IsArrayRefWithData($DynamicFieldNames) ) {
        for my $Field ( @{$DynamicFieldNames} ) {
            $Param{DynamicFieldNamesStrg} .= ", '" . $Field . "'";
        }
    }

    # build next states string
    my %Selected;
    if ( $Param{NextStateID} ) {
        $Selected{SelectedID} = $Param{NextStateID};
    }
    elsif ( $Self->{Config}->{State} ) {
        $Selected{SelectedValue} = $Self->{Config}->{State};
    }
    else {
        $Param{NextStates}->{''} = '-';
    }
    $Param{NextStatesStrg} = $Self->{LayoutObject}->BuildSelection(
        Data => $Param{NextStates},
        Name => 'NextStateID',
        %Selected,
    );

    # customer info string
    if ( $Self->{ConfigObject}->Get('Ticket::Frontend::CustomerInfoCompose') ) {
        $Param{CustomerTable} = $Self->{LayoutObject}->AgentCustomerViewTable(
            Data => $Param{CustomerData},
            Max  => $Self->{ConfigObject}->Get('Ticket::Frontend::CustomerInfoComposeMaxSize'),
        );
        $Self->{LayoutObject}->Block(
            Name => 'CustomerTable',
            Data => \%Param,
        );
    }

    # check if exists create templates regardless the queue
    my %StandardTemplates = $Self->{StandardTemplateObject}->StandardTemplateList(
        Valid => 1,
        Type  => 'PhoneCall',
    );

    # build text template string
    if ( IsHashRefWithData( \%StandardTemplates ) ) {
        $Param{StandardTemplateStrg} = $Self->{LayoutObject}->BuildSelection(
            Data       => $Param{StandardTemplates}  || {},
            Name       => 'StandardTemplateID',
            SelectedID => $Param{StandardTemplateID} || '',
            PossibleNone => 1,
            Sort         => 'AlphanumericValue',
            Translation  => 0,
            Max          => 200,
        );
        $Self->{LayoutObject}->Block(
            Name => 'StandardTemplate',
            Data => {%Param},
        );
    }

    # pending data string
    $Param{PendingDateString} = $Self->{LayoutObject}->BuildDateSelection(
        %Param,
        Format           => 'DateInputFormatLong',
        YearPeriodPast   => 0,
        YearPeriodFuture => 5,
        DiffTime         => $Self->{ConfigObject}->Get('Ticket::Frontend::PendingDiffTime') || 0,
        Class            => $Param{Errors}->{DateInvalid},
        Validate         => 1,
        ValidateDateInFuture => 1,
    );

    # do html quoting
    for my $Parameter (qw(From To Cc)) {
        $Param{$Parameter} = $Self->{LayoutObject}->Ascii2Html( Text => $Param{$Parameter} ) || '';
    }

    # prepare errors!
    if ( $Param{Errors} ) {
        for my $KeyError ( sort keys %{ $Param{Errors} } ) {
            $Param{$KeyError}
                = '* ' . $Self->{LayoutObject}->Ascii2Html( Text => $Param{Errors}->{$KeyError} );
        }
    }

    # Dynamic fields
    # cycle through the activated Dynamic Fields for this screen
    DYNAMICFIELD:
    for my $DynamicFieldConfig ( @{ $Self->{DynamicField} } ) {
        next DYNAMICFIELD if !IsHashRefWithData($DynamicFieldConfig);

        # skip fields that HTML could not be retrieved
        next DYNAMICFIELD if !IsHashRefWithData(
            $Param{DynamicFieldHTML}->{ $DynamicFieldConfig->{Name} }
        );

        # get the html strings form $Param
        my $DynamicFieldHTML = $Param{DynamicFieldHTML}->{ $DynamicFieldConfig->{Name} };

        $Self->{LayoutObject}->Block(
            Name => 'DynamicField',
            Data => {
                Name  => $DynamicFieldConfig->{Name},
                Label => $DynamicFieldHTML->{Label},
                Field => $DynamicFieldHTML->{Field},
            },
        );

        # example of dynamic fields order customization
        $Self->{LayoutObject}->Block(
            Name => 'DynamicField_' . $DynamicFieldConfig->{Name},
            Data => {
                Name  => $DynamicFieldConfig->{Name},
                Label => $DynamicFieldHTML->{Label},
                Field => $DynamicFieldHTML->{Field},
            },
        );
    }

    # show time accounting box
    if ( $Self->{ConfigObject}->Get('Ticket::Frontend::AccountTime') ) {
        if ( $Self->{ConfigObject}->Get('Ticket::Frontend::NeedAccountedTime') ) {
            $Self->{LayoutObject}->Block(
                Name => 'TimeUnitsLabelMandatory',
                Data => \%Param,
            );
            $Param{TimeUnitsRequired} = 'Validate_Required';
        }
        else {
            $Self->{LayoutObject}->Block(
                Name => 'TimeUnitsLabel',
                Data => \%Param,
            );
            $Param{TimeUnitsRequired} = '';
        }
        $Self->{LayoutObject}->Block(
            Name => 'TimeUnits',
            Data => \%Param,
        );
    }

    # show spell check
    if ( $Self->{LayoutObject}->{BrowserSpellChecker} ) {
        $Self->{LayoutObject}->Block(
            Name => 'TicketOptions',
            Data => {},
        );
        $Self->{LayoutObject}->Block(
            Name => 'SpellCheck',
            Data => {},
        );
    }

    # show attachments
    ATTACHMENT:
    for my $Attachment ( @{ $Param{Attachments} } ) {
        if (
            $Attachment->{ContentID}
            && $Self->{LayoutObject}->{BrowserRichText}
            && ( $Attachment->{ContentType} =~ /image/i )
            && ( $Attachment->{Disposition} eq 'inline' )
            )
        {
            next ATTACHMENT;
        }
        $Self->{LayoutObject}->Block(
            Name => 'Attachment',
            Data => $Attachment,
        );
    }

    # add rich text editor
    if ( $Self->{LayoutObject}->{BrowserRichText} ) {

        # use height/width defined for this screen
        $Param{RichTextHeight} = $Self->{Config}->{RichTextHeight} || 0;
        $Param{RichTextWidth}  = $Self->{Config}->{RichTextWidth}  || 0;

        $Self->{LayoutObject}->Block(
            Name => 'RichText',
            Data => \%Param,
        );
    }

    # get output back
    return $Self->{LayoutObject}->Output(
        TemplateFile => 'AgentTicketPhoneCommon',
        Data         => \%Param,
    );

}

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

    my @UpdatableFields;

    # set the fields that can be updateable via AJAXUpdate
    if ( !$Param{OnlyDynamicFields} ) {
        @UpdatableFields = qw( NextStateID StandardTemplateID );
    }

    # cycle through the activated Dynamic Fields for this screen
    DYNAMICFIELD:
    for my $DynamicFieldConfig ( @{ $Self->{DynamicField} } ) {
        next DYNAMICFIELD if !IsHashRefWithData($DynamicFieldConfig);

        my $IsACLReducible = $Self->{BackendObject}->HasBehavior(
            DynamicFieldConfig => $DynamicFieldConfig,
            Behavior           => 'IsACLReducible',
        );
        next DYNAMICFIELD if !$IsACLReducible;

        push @UpdatableFields, 'DynamicField_' . $DynamicFieldConfig->{Name};
    }

    return \@UpdatableFields;
}

1;
