######## MIMEBase ######## **** NAME **** Kernel::System::Ticket::Article::Backend::MIMEBase - base class for all \ ``MIME``\ based article backends *********** DESCRIPTION *********** 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`. **************** PUBLIC INTERFACE **************** new() ===== Don't instantiate this class directly, get instances of the real backends instead: .. code-block:: perl my $ArticleBackendObject = $Kernel::OM->Get('Kernel::System::Ticket::Article')->BackendForChannel(ChannelName => 'Email'); ArticleCreate() =============== Create a MIME article. .. code-block:: perl 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 ', # not required but useful To => 'Some Customer A ', # not required but useful Cc => 'Some Customer B ', # not required but useful Bcc => 'Some Customer C ', # not required but useful ReplyTo => 'Some Customer B ', # not required Subject => 'some short description', # not required but useful Body => 'the message text', # not required but useful MessageID => '', # not required but useful InReplyTo => '', # not required but useful References => ' ', # 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 notifications, # 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". .. code-block:: perl my $ArticleID = $ArticleBackendObject->ArticleCreate( TicketID => 123, # (required) SenderType => 'agent', # (required) agent|system|customer IsVisibleForCustomer => 1, # (required) Is article visible for customer? From => 'Some Agent ', # not required but useful To => 'Some Customer A ', # 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 ArticleGet() ============ Returns single article data. .. code-block:: perl 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: .. code-block:: perl %Article = ( TicketID => 123, ArticleID => 123, From => 'Some Agent ', To => 'Some Customer A ', Cc => 'Some Customer B ', Bcc => 'Some Customer C ', ReplyTo => 'Some Customer B ', Subject => 'some short description', MessageID => '', InReplyTo => '', References => ' ', ContentType => 'text/plain; charset=ISO-8859-15', Body => 'the message text', SenderTypeID => 1, SenderType => 'agent', CommunicationChannelID => 3, CommunicationChannel => 'Internal', 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', ); ArticleUpdate() =============== Update article data. Note: Keys \ ``Body``\ , \ ``Subject``\ , \ ``From``\ , \ ``To``\ , \ ``Cc``\ , \ ``Bcc``\ , \ ``ReplyTo``\ , \ ``SenderType``\ , \ ``SenderTypeID``\ and \ ``IsVisibleForCustomer``\ are implemented. .. code-block:: perl 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 ArticleDelete() =============== Delete article data, its plain message, and all attachments. .. code-block:: perl my $Success = $ArticleBackendObject->ArticleDelete( TicketID => 123, ArticleID => 123, UserID => 123, ); ******************************** STORAGE BACKEND DELEGATE METHODS ******************************** ArticleWritePlain() =================== Write a plain email to storage. This is a delegate method from active backend. .. code-block:: perl my $Success = $ArticleBackendObject->ArticleWritePlain( ArticleID => 123, Email => $EmailAsString, UserID => 123, ); ArticlePlain() ============== Get plain article/email from storage. This is a delegate method from active backend. .. code-block:: perl my $PlainMessage = $ArticleBackendObject->ArticlePlain( ArticleID => 123, UserID => 123, ); Returns: .. code-block:: perl $PlainMessage = ' From: OTRS Feedback To: Your OTRS System Subject: Welcome to OTRS! Content-Type: text/plain; charset=utf-8 Content-Transfer-Encoding: 8bit Welcome to OTRS! # ... '; ArticleDeletePlain() ==================== Delete a plain article from storage. This is a delegate method from active backend. .. code-block:: perl my $Success = $ArticleBackendObject->ArticleDeletePlain( ArticleID => 123, UserID => 123, ); ArticleWriteAttachment() ======================== Write an article attachment to storage. This is a delegate method from active backend. .. code-block:: perl 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, ); ArticleAttachment() =================== Get article attachment from storage. This is a delegate method from active backend. .. code-block:: perl my %Attachment = $ArticleBackendObject->ArticleAttachment( ArticleID => 123, FileID => 1, # as returned by ArticleAttachmentIndex ); Returns: .. code-block:: perl %Attachment = ( Content => 'xxxx', # actual attachment contents ContentAlternative => '', ContentID => '', ContentType => 'application/pdf', Filename => 'StdAttachment-Test1.pdf', FilesizeRaw => 4722, Disposition => 'attachment', ); ArticleDeleteAttachment() ========================= Delete all attachments of an article from storage. This is a delegate method from active backend. .. code-block:: perl my $Success = $ArticleBackendObject->ArticleDeleteAttachment( ArticleID => 123, UserID => 123, ); ArticleAttachmentIndex() ======================== Get article attachment index as hash. .. code-block:: perl 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: .. code-block:: perl 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', }, # ... }; BackendSearchableFieldsGet() ============================ Get the definition of the searchable fields as a hash. .. code-block:: perl my %SearchableFields = $ArticleBackendObject->BackendSearchableFieldsGet(); Returns: .. code-block:: perl 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, }, ); ArticleSearchableContentGet() ============================= Get article attachment index as hash. .. code-block:: perl 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: .. code-block:: perl my %ArticleSearchData = { 'From' => { String => 'Test User1 ', Key => 'From', Type => 'Text', Filterable => 0, }, 'To' => { String => 'Test User2 ', Key => 'To', Type => 'Text', Filterable => 0, }, 'Cc' => { String => 'Test User3 ', Key => 'Cc', Type => 'Text', Filterable => 0, }, 'Bcc' => { String => 'Test User4 ', 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, } }; ArticleHasHTMLContent() ======================= Returns 1 if article has HTML content. .. code-block:: perl my $ArticleHasHTMLContent = $ArticleBackendObject->ArticleHasHTMLContent( TicketID => 1, ArticleID => 2, UserID => 1, ); Result: .. code-block:: perl $ArticleHasHTMLContent = 1; # or 0