NAME
Kernel::System::Ticket::Article::Backend::Email – backend class for email based articles
DESCRIPTION
This class provides functions to manipulate email 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
ArticleGetByMessageID()
Return article data by supplied message ID.
my %Article = $ArticleBackendObject->ArticleGetByMessageID(
MessageID => '<13231231.1231231.32131231@example.com>', # (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.
);ArticleSend()
Send article via email and create article with attachments.
my $ArticleID = $ArticleBackendObject->ArticleSend(
TicketID => 123, # (required)
SenderTypeID => 1, # (required)
# or
SenderType => 'agent', # (required) agent|system|customer
IsVisibleForCustomer => 1, # (required) Is article visible to customer?
UserID => 123, # (required)
From => 'Some Agent <email@example.com>', # required
To => 'Some Customer A <customer-a@example.com>', # required if both Cc and Bcc are not present
Cc => 'Some Customer B <customer-b@example.com>', # required if both To and Bcc are not present
Bcc => 'Some Customer C <customer-c@example.com>', # required if both To and Cc are not present
ReplyTo => 'Some Customer B <customer-b@example.com>', # not required, is possible to use 'Reply-To' instead
Subject => 'some short description', # required
Body => 'the message text', # required
InReplyTo => '<asdasdasd.12@example.com>', # not required but useful
References => '<asdasdasd.1@example.com> <asdasdasd.12@example.com>', # not required but useful
Charset => 'iso-8859-15'
MimeType => 'text/plain',
Loop => 0, # 1|0 used for bulk emails
Attachment => [
{
Content => $Content,
ContentType => $ContentType,
Filename => 'lala.txt',
},
{
Content => $Content,
ContentType => $ContentType,
Filename => 'lala1.txt',
},
],
EmailSecurity => {
Backend => 'PGP', # PGP or SMIME
Method => 'Detached', # Optional Detached or Inline (defaults to Detached)
SignKey => '81877F5E', # Optional
EncryptKeys => [ '81877F5E', '3b630c80' ], # Optional
}
HistoryType => 'OwnerUpdate', # Move|AddNote|PriorityUpdate|WebRequestCustomer|...
HistoryComment => 'Some free text!',
NoAgentNotify => 0, # if you don't want to send agent notifications
);
my $ArticleID = $ArticleBackendObject->ArticleSend( (Backwards compatibility)
TicketID => 123, # (required)
SenderTypeID => 1, # (required)
# or
SenderType => 'agent', # (required) agent|system|customer
IsVisibleForCustomer => 1, # (required) Is article visible to customer?
UserID => 123, # (required)
From => 'Some Agent <email@example.com>', # required
To => 'Some Customer A <customer-a@example.com>', # required if both Cc and Bcc are not present
Cc => 'Some Customer B <customer-b@example.com>', # required if both To and Bcc are not present
Bcc => 'Some Customer C <customer-c@example.com>', # required if both To and Cc are not present
ReplyTo => 'Some Customer B <customer-b@example.com>', # not required, is possible to use 'Reply-To' instead
Subject => 'some short description', # required
Body => 'the message text', # required
InReplyTo => '<asdasdasd.12@example.com>', # not required but useful
References => '<asdasdasd.1@example.com> <asdasdasd.12@example.com>', # not required but useful
Charset => 'iso-8859-15'
MimeType => 'text/plain',
Loop => 0, # 1|0 used for bulk emails
Attachment => [
{
Content => $Content,
ContentType => $ContentType,
Filename => 'lala.txt',
},
{
Content => $Content,
ContentType => $ContentType,
Filename => 'lala1.txt',
},
],
Sign => {
Type => 'PGP',
SubType => 'Inline|Detached',
Key => '81877F5E',
Type => 'SMIME',
Key => '3b630c80',
},
Crypt => {
Type => 'PGP',
SubType => 'Inline|Detached',
Key => '81877F5E',
Type => 'SMIME',
Key => '3b630c80',
},
HistoryType => 'OwnerUpdate', # Move|AddNote|PriorityUpdate|WebRequestCustomer|...
HistoryComment => 'Some free text!',
NoAgentNotify => 0, # if you don't want to send agent notifications
);Events: ArticleSend
ArticleGet()
Returns single article data.
This function is using MIMEBase to retrieve generic data, then it adds backend specific data.
Backend specific optional keys are:
%Article = (
Crypted => {
Value => '...decryption successful...',
Valid => 1,
},
Signed => {
Value => '...verification unsuccessful...',
Valid => 0,
},
);ArticleBounce()
Bounce an article.
my $Success = $ArticleBackendObject->ArticleBounce(
From => 'some@example.com',
To => 'webmaster@example.com',
TicketID => 123,
ArticleID => 123,
UserID => 123,
);Events: ArticleBounce
SendAutoResponse()
Send an auto response to a customer via email.
my $ArticleID = $ArticleBackendObject->SendAutoResponse(
TicketID => 123,
AutoResponseType => 'auto reply',
OrigHeader => {
From => 'some@example.com',
Subject => 'For the message!',
},
UserID => 123,
);Events: ArticleAutoResponse
ArticleTransmissionStatus()
Get the transmission status for one article.
my $TransmissionStatus = $ArticleBackendObject->ArticleTransmissionStatus(
ArticleID => 123, # required
);This returns something like:
$TransmissionStatus = {
ArticleID => 123,
MessageID => 456,
Message => 'Descriptive message of last communication', # only in case of failed status
CreateTime => '2017-01-01 12:34:56',
Status => [Processing|Failed],
Attempts => 1, # only in case of processing status
DueTime => '2017-01-02 12:34:56', # only in case of processing status
}ArticleCreateTransmissionError()
Creates a Transmission Error entry for one article.
my $Success = $ArticleBackendObject->ArticleCreateTransmissionError(
ArticleID => 123, # Required
MessageID => 456, # Optional
Message => '', # Optional
);ArticleGetTransmissionError()
Get the Transmission Error entry for a given article.
my %TransmissionError = $ArticleBackendObject->ArticleGetTransmissionError(
ArticleID => 123, # Required
);
Returns:
{
ArticleID => 123,
MessageID => 456,
Message => 'Descriptive message of last communication',
CreateTime => '2017-01-01 01:02:03',
Status => 'Failed',
}
or undef in case of failure to retrive a record from the database.ArticleUpdateTransmissionError()
Updates the Transmission Error.
my $Result = $ArticleBackendObject->ArticleUpdateTransmissionError(
ArticleID => 123, # Required
MessageID => 456, # Optional
Message => 'Short descriptive message', # Optional
);Returns 1 on Success, undef on failure.
TransmissionStatus()
Returns current transmission status of the article, by modifying passed article reference.
$ArticleBackendObject->TransmissionStatus(
Article => {
...
},
);Returns 1 if successful.
Modifies passed article reference:
Article => {
TransmissionStatus => {
ArticleID => 123,
MessageID => 456,
Message => 'Descriptive message of last communication', # only in case of failed status
CreateTime => '2017-01-01 12:34:56',
Status => [Processing|Failed],
Attempts => 1, # only in case of processing status
DueTime => '2017-01-02 12:34:56', # only in case of processing status
},
}