Returns article fields for specific article backend.
my %ArticleFields = $LayoutObject->ArticleFields( TicketID => 123, # (required) ArticleID => 123, # (required) );
Returns article fields hash:
%ArticleFields = ( Sender => { # mandatory Label => 'Sender', Value => 'John Smith', Prio => 100, }, Subject => { # mandatory Label => 'Subject', Value => 'Message', Prio => 200, }, DynamicField_Item => { # optional Label => 'Item', Value => 'Value', Prio => 300, }, ... );
Get article content preview as returned by specific article backend.
my $ArticlePreview = $LayoutObject->ArticlePreview( TicketID => 123, # (required) ArticleID => 123, # (required) ResultType => 'plain', # (optional) plain|HTML, default: HTML MaxLength => 50, # (optional) performs trimming (for plain result only) );
Returns article preview in scalar form:
$ArticlePreview = 'Hello, world!';
Returns article actions for current channel, based on registration in the config.
my @Actions = $LayoutObject->ArticleActions( TicketID => 123, # (required) ArticleID => 123, # (required) UserID => 1, # (required) Type => 'Static', # (required) Static or OnLoad );
Returns an array of hashes for every single action that should be displayed:
@Actions = ( { ItemType => 'Dropdown', DropdownType => 'Reply', StandardResponsesStrg => $StandardResponsesStrg, Name => 'Reply', Class => 'AsPopup PopupType_TicketAction', Action => 'AgentTicketCompose', FormID => 'Reply' . $Article{ArticleID}, ResponseElementID => 'ResponseID', Type => $Param{Type}, }, { ItemType => 'Link', Description => 'Forward article via mail', Name => 'Forward', Class => 'AsPopup PopupType_TicketAction', Link => "Action=AgentTicketForward;TicketID=$Ticket{TicketID};ArticleID=$Article{ArticleID}" }, ... );
Get customer users from an article to use as recipients.
my @CustomerUserIDs = $LayoutObject->ArticleCustomerRecipientsGet( TicketID => 123, # (required) ArticleID => 123, # (required) );
Returns array of customer user IDs who should receive a message:
@CustomerUserIDs = ( 'customer-1', 'customer-2', ... );