Chat

Chat#

NAME#

Kernel::System::Ticket::Article::Backend::Chat - backend class for chat based articles

DESCRIPTION#

This class provides functions to manipulate chat based articles in the database.

Inherits from Kernel::System::Ticket::Article::Backend::MIMEBase, please have a look there for its base API, and below for the additional functions this backend provides.

PUBLIC INTERFACE#

ArticleCreate()#

Create a chat article.

my $ArticleID = $ArticleBackendObject->ArticleCreate(
    TicketID             => 123,                              # (required)
    SenderTypeID         => 1,                                # (required)
                                                              # or
    SenderType           => 'agent',                          # (required) agent|system|customer
    ChatMessageList      => [                                 # (required) Output from ChatMessageList()
        {
            ID              => 1,
            MessageText     => 'My chat message',
            CreateTime      => '2014-04-04 10:10:10',
            SystemGenerated => 0,
            ChatterID       => '123',
            ChatterType     => 'User',
            ChatterName     => 'John Doe',
        },
        # ...
    ],
    IsVisibleForCustomer => 1,                                # (required) Is article visible for customer?
    UserID               => 123,                              # (required)
    HistoryType          => 'OwnerUpdate',                          # EmailCustomer|Move|AddNote|PriorityUpdate|WebRequestCustomer|...
    HistoryComment       => 'Some free text!',
);
Events:

ArticleCreate

ArticleGet()#

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.
);

Returns:

%Article = (
    TicketID             => 123,
    ArticleID            => 123,
    ChatMessageList      => [
        {
            MessageText     => 'My chat message',
            CreateTime      => '2014-04-04 10:10:10',
            SystemGenerated => 0,
            ChatterID       => '123',
            ChatterType     => 'User',
            ChatterName     => 'John Doe',
        },
        # ...
    ],
    SenderTypeID         => 1,
    SenderType           => 'agent',
    IsVisibleForCustomer => 1,
    CreateBy             => 1,
    CreateTime           => '2017-03-28 08:33:47',

    # If DynamicFields => 1 was passed, you'll get an entry like this for each dynamic field:
    DynamicField_X => 'value_x',
);

ArticleUpdate()#

Update article data.

Note: Keys ChatMessageList, SenderType, SenderTypeID and IsVisibleForCustomer are implemented.

my $Success = $ArticleBackendObject->ArticleUpdate(
    TicketID  => 123,                   # (required)
    ArticleID => 123,                   # (required)
    Key       => 'ChatMessageList',     # (optional)
    Value     => [                      # (optional)
        {
            MessageText     => 'My chat message (edited)',
            CreateTime      => '2014-04-04 10:10:10',
            SystemGenerated => 0,
            ChatterID       => '123',
            ChatterType     => 'User',
            ChatterName     => 'John Doe',
        },
        # ...
    ],
    UserID => 123,                      # (required)
);

my $Success = $ArticleBackendObject->ArticleUpdate(
    TicketID  => 123,
    ArticleID => 123,
    Key       => 'SenderType',
    Value     => 'agent',
    UserID    => 123,
);
Events:

ArticleUpdate

ArticleDelete()#

Delete article data.

my $Success = $ArticleBackendObject->ArticleDelete(
    TicketID  => 123,
    ArticleID => 123,
    UserID    => 123,
);

BackendSearchableFieldsGet()#

Get the definition of the searchable fields as a hash.

my %SearchableFields = $ArticleBackendObject->BackendSearchableFieldsGet();

Returns:

my %SearchableFields = (
    'Chat_ChatterName' => {
        Label      => 'Chat Participant',
        Key        => 'Chat_ChatterName',
        Type       => 'Text',
        Filterable => 0,
    },
    'Chat_MessageText' => {
        Label      => 'Message Text',
        Key        => 'Chat_MessageText',
        Type       => 'Text',
        Filterable => 1,
    },
);

ArticleSearchableContentGet()#

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 fields with real names.
    UserID         => 123,   # (required)
);

Returns:

my %ArticleSearchData = {
‘ChatterName’ => {

String => ‘John Doe Jane Doe Joe Doe’, Key => ‘ChatterName’, Type => ‘Text’, Filterable => 0,

}, ‘ChatterType’ => {

String => ‘User User1 User2 User3’, Key => ‘ChatterType’, Type => ‘Text’, Filterable => 0,

}, ‘MessageText’ => {

String => ‘Chat message Second chat message Third chat message’, Key => ‘Body’, Type => ‘Text’, Filterable => 1,

}

};

ArticleHasHTMLContent()#

Returns 1 if article has HTML content.

my $ArticleHasHTMLContent = $ArticleBackendObject->ArticleHasHTMLContent(
    TicketID  => 1,
    ArticleID => 2,
    UserID    => 1,
);

Result:

$ArticleHasHTMLContent = 1;
Contents