| Description | manuals and libraries |
Kernel::System::Ticket::Article::Backend::MIMEBase - base class for all MIME based article backends
This is a base class for article data in MIME format and should not be instantiated directly. Always get real backend instead, i.e. Email, Phone or Internal.
Basic article data is always stored in a database table, but extended data uses configured article storage backend. For plain text representation of the message, use Body field. For original message with email headers, use "ArticlePlain()" method to retrieve it from storage backend. Attachments are handled by the storage backends, and can be retrieved via "ArticleAttachment()".
Inherits from Kernel::System::Ticket::Article::Backend::Base.
See also Kernel::System::Ticket::Article::Backend::MIMEBase::Base and Kernel::System::Ticket::Article::Backend::Email.
Don't instantiate this class directly, get instances of the real backends instead:
my $ArticleBackendObject = $Kernel::OM->Get('Kernel::System::Ticket::Article')->BackendForChannel(ChannelName => 'Email');Create a MIME article.
my $ArticleID = $ArticleBackendObject->ArticleCreate(
TicketID => 123, # (required)
SenderTypeID => 1, # (required)
# or
SenderType => 'agent', # (required) agent|system|customer
IsVisibleForCustomer => 1, # (required) Is article visible for customer?
UserID => 123, # (required)
From => 'Some Agent <email@example.com>', # not required but useful
To => 'Some Customer A <customer-a@example.com>', # not required but useful
Cc => 'Some Customer B <customer-b@example.com>', # not required but useful
Bcc => 'Some Customer C <customer-c@example.com>', # not required but useful
ReplyTo => 'Some Customer B <customer-b@example.com>', # not required
Subject => 'some short description', # not required but useful
Body => 'the message text', # not required but useful
MessageID => '<asdasdasd.123@example.com>', # not required but useful
InReplyTo => '<asdasdasd.12@example.com>', # not required but useful
References => '<asdasdasd.1@example.com> <asdasdasd.12@example.com>', # not required but useful
ContentType => 'text/plain; charset=ISO-8859-15', # or optional Charset & MimeType
HistoryType => 'OwnerUpdate', # EmailCustomer|Move|AddNote|PriorityUpdate|WebRequestCustomer|...
HistoryComment => 'Some free text!',
Attachment => [
{
Content => $Content,
ContentType => $ContentType,
Filename => 'lala.txt',
},
{
Content => $Content,
ContentType => $ContentType,
Filename => 'lala1.txt',
},
],
NoAgentNotify => 0, # if you don't want to send agent notifications
AutoResponseType => 'auto reply' # auto reject|auto follow up|auto reply/new ticket|auto remove
ForceNotificationToUserID => [ 1, 43, 56 ], # if you want to force somebody
ExcludeNotificationToUserID => [ 43,56 ], # if you want full exclude somebody from notfications,
# will also be removed in To: line of article,
# higher prio as ForceNotificationToUserID
ExcludeMuteNotificationToUserID => [ 43,56 ], # the same as ExcludeNotificationToUserID but only the
# sending gets muted, agent will still shown in To:
# line of article
);Example with "Charset & MimeType" and no "ContentType".
my $ArticleID = $ArticleBackendObject->ArticleCreate(
TicketID => 123, # (required)
SenderType => 'agent', # (required) agent|system|customer
IsVisibleForCustomer => 1, # (required) Is article visible for customer?
From => 'Some Agent <email@example.com>', # not required but useful
To => 'Some Customer A <customer-a@example.com>', # not required but useful
Subject => 'some short description', # required
Body => 'the message text', # required
Charset => 'ISO-8859-15',
MimeType => 'text/plain',
HistoryType => 'OwnerUpdate', # EmailCustomer|Move|AddNote|PriorityUpdate|WebRequestCustomer|...
HistoryComment => 'Some free text!',
UserID => 123,
UnlockOnAway => 1, # Unlock ticket if owner is away
);Events: ArticleCreate
Returns single article data.
my %Article = $ArticleBackendObject->ArticleGet(
TicketID => 123, # (required)
ArticleID => 123, # (required)
DynamicFields => 1, # (optional) To include the dynamic field values for this article on the return structure.
RealNames => 1, # (optional) To include the From/To/Cc/Bcc fields with real names.
);Returns:
%Article = (
TicketID => 123,
ArticleID => 123,
From => 'Some Agent <email@example.com>',
To => 'Some Customer A <customer-a@example.com>',
Cc => 'Some Customer B <customer-b@example.com>',
Bcc => 'Some Customer C <customer-c@example.com>',
ReplyTo => 'Some Customer B <customer-b@example.com>',
Subject => 'some short description',
MessageID => '<asdasdasd.123@example.com>',
InReplyTo => '<asdasdasd.12@example.com>',
References => '<asdasdasd.1@example.com> <asdasdasd.12@example.com>',
ContentType => 'text/plain; charset=ISO-8859-15',
Body => 'the message text',
SenderTypeID => 1,
SenderType => 'agent',
IsVisibleForCustomer => 1,
IncomingTime => 1490690026,
CreateBy => 1,
CreateTime => '2017-03-28 08:33:47',
Charset => 'ISO-8859-15',
MimeType => 'text/plain',
# If DynamicFields => 1 was passed, you'll get an entry like this for each dynamic field:
DynamicField_X => 'value_x',
# If RealNames => 1 was passed, you'll get fields with contact real names too:
FromRealname => 'Some Agent',
ToRealname => 'Some Customer A',
CcRealname => 'Some Customer B',
BccRealname => 'Some Customer C',
);Update article data.
Note: Keys Body, Subject, From, To, Cc, Bcc, ReplyTo, SenderType, SenderTypeID and IsVisibleForCustomer are implemented.
my $Success = $ArticleBackendObject->ArticleUpdate(
TicketID => 123,
ArticleID => 123,
Key => 'Body',
Value => 'New Body',
UserID => 123,
);
my $Success = $ArticleBackendObject->ArticleUpdate(
TicketID => 123,
ArticleID => 123,
Key => 'SenderType',
Value => 'agent',
UserID => 123,
);Events: ArticleUpdate
Delete article data, its plain message, and all attachments.
my $Success = $ArticleBackendObject->ArticleDelete(
TicketID => 123,
ArticleID => 123,
UserID => 123,
);Write a plain email to storage. This is a delegate method from active backend.
my $Success = $ArticleBackendObject->ArticleWritePlain(
ArticleID => 123,
Email => $EmailAsString,
UserID => 123,
);Get plain article/email from storage. This is a delegate method from active backend.
my $PlainMessage = $ArticleBackendObject->ArticlePlain(
ArticleID => 123,
UserID => 123,
);Returns:
$PlainMessage = '
From: OTRS Feedback <marketing@otrs.com>
To: Your OTRS System <otrs@localhost>
Subject: Welcome to OTRS!
Content-Type: text/plain; charset=utf-8
Content-Transfer-Encoding: 8bit
Welcome to OTRS!
...
';Delete a plain article from storage. This is a delegate method from active backend.
my $Success = $ArticleBackendObject->ArticleDeletePlain(
ArticleID => 123,
UserID => 123,
);Write an article attachment to storage. This is a delegate method from active backend.
my $Success = $ArticleBackendObject->ArticleWriteAttachment(
Content => $ContentAsString,
ContentType => 'text/html; charset="iso-8859-15"',
Filename => 'lala.html',
ContentID => 'cid-1234', # optional
ContentAlternative => 0, # optional, alternative content to shown as body
Disposition => 'attachment', # or 'inline'
ArticleID => 123,
UserID => 123,
);Get article attachment from storage. This is a delegate method from active backend.
my %Attachment = $ArticleBackendObject->ArticleAttachment(
ArticleID => 123,
FileID => 1, # as returned by ArticleAttachmentIndex
);Returns:
%Attachment = (
Content => 'xxxx', # actual attachment contents
ContentAlternative => '',
ContentID => '',
ContentType => 'application/pdf',
Filename => 'StdAttachment-Test1.pdf',
FilesizeRaw => 4722,
Disposition => 'attachment',
);Delete all attachments of an article from storage. This is a delegate method from active backend.
my $Success = $ArticleBackendObject->ArticleDeleteAttachment(
ArticleID => 123,
UserID => 123,
);Get article attachment index as hash.
my %Index = $ArticleBackendObject->ArticleAttachmentIndex(
ArticleID => 123,
ExcludePlainText => 1, # (optional) Exclude plain text attachment
ExcludeHTMLBody => 1, # (optional) Exclude HTML body attachment
ExcludeInline => 1, # (optional) Exclude inline attachments
);Returns:
my %Index = {
'1' => { # Attachment ID
ContentAlternative => '', # (optional)
ContentID => '', # (optional)
Filesize => '4.6 KB',
ContentType => 'application/pdf',
FilesizeRaw => 4722,
Disposition => 'attachment',
},
'2' => {
ContentAlternative => '',
ContentID => '',
Filesize => '183 B',
ContentType => 'text/html; charset="utf-8"',
FilesizeRaw => 183,
Disposition => 'attachment',
},
...
};Get the definition of the searchable fields as a hash.
my %SearchableFields = $ArticleBackendObject->BackendSearchableFieldsGet();Returns:
my %SearchableFields = (
'MIMEBase_From' => {
Label => 'From',
Key => 'MIMEBase_From',
Type => 'Text',
Filterable => 0,
},
'MIMEBase_To' => {
Label => 'To',
Key => 'MIMEBase_To',
Type => 'Text',
Filterable => 0,
},
'MIMEBase_Cc' => {
Label => 'Cc',
Key => 'MIMEBase_Cc',
Type => 'Text',
Filterable => 0,
},
'MIMEBase_Bcc' => {
Label => 'Bcc',
Key => 'MIMEBase_Bcc',
Type => 'Text',
Filterable => 0,
},
'MIMEBase_Subject' => {
Label => 'Subject',
Key => 'MIMEBase_Subject',
Type => 'Text',
Filterable => 1,
},
'MIMEBase_Body' => {
Label => 'Body',
Key => 'MIMEBase_Body',
Type => 'Text',
Filterable => 1,
},
'MIMEBase_AttachmentName' => {
Label => 'Attachment Name',
Key => 'MIMEBase_AttachmentName',
Type => 'Text',
Filterable => 0,
},
);Get article attachment index as hash.
my %Index = $ArticleBackendObject->ArticleSearchableContentGet(
TicketID => 123, # (required)
ArticleID => 123, # (required)
DynamicFields => 1, # (optional) To include the dynamic field values for this article on the return structure.
RealNames => 1, # (optional) To include the From/To/Cc/Bcc fields with real names.
UserID => 123, # (required)
);Returns:
my %ArticleSearchData = {
'From' => {
String => 'Test User1 <testuser1@example.com>',
Key => 'From',
Type => 'Text',
Filterable => 0,
},
'To' => {
String => 'Test User2 <testuser2@example.com>',
Key => 'To',
Type => 'Text',
Filterable => 0,
},
'Cc' => {
String => 'Test User3 <testuser3@example.com>',
Key => 'Cc',
Type => 'Text',
Filterable => 0,
},
'Bcc' => {
String => 'Test User4 <testuser4@example.com>',
Key => 'Bcc',
Type => 'Text',
Filterable => 0,
},
'Subject' => {
String => 'This is a test subject!',
Key => 'Subject',
Type => 'Text',
Filterable => 1,
},
'Body' => {
String => 'This is a body text!',
Key => 'Body',
Type => 'Text',
Filterable => 1,
}
};Returns 1 if article has HTML content.
my $ArticleHasHTMLContent = $ArticleBackendObject->ArticleHasHTMLContent(
TicketID => 1,
ArticleID => 2,
UserID => 1,
);Result:
$ArticleHasHTMLContent = 1; # or 0This software is part of the OTRS project (https://otrs.org/).
This software comes with ABSOLUTELY NO WARRANTY. For details, see the enclosed file COPYING for license information (GPL). If you did not receive this file, see https://www.gnu.org/licenses/gpl-3.0.txt.