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::Base, 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 to 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.
        MaskAgentName => 1,     # (optional) Set it if external frontend is used. It masks agent names in the chat if needed.
                                #            Default 0.
    );

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      => 'Article Chat Participant',
            Key        => 'Chat_ChatterName',
            Type       => 'Text',
            Filterable => 0,
        },
        'Chat_MessageText' => {
            Label      => 'Article Chat 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;