# --
# Kernel/Output/HTML/TicketOverviewPreview.pm
# Copyright (C) 2001-2012 OTRS AG, http://otrs.org/
# --
# $Id: TicketOverviewPreview.pm,v 1.49.2.4 2012/06/12 10:24:20 mg Exp $
# --
# This software comes with ABSOLUTELY NO WARRANTY. For details, see
# the enclosed file COPYING for license information (AGPL). If you
# did not receive this file, see http://www.gnu.org/licenses/agpl.txt.
# --

package Kernel::Output::HTML::TicketOverviewPreview;

use strict;
use warnings;

use Kernel::System::CustomerUser;
use Kernel::System::SystemAddress;

use vars qw($VERSION);
$VERSION = qw($Revision: 1.49.2.4 $) [1];

sub new {
    my ( $Type, %Param ) = @_;

    # allocate new hash for object
    my $Self = \%Param;
    bless( $Self, $Type );

    # get needed objects
    for (
        qw(ConfigObject LogObject DBObject LayoutObject UserID UserObject GroupObject TicketObject MainObject QueueObject)
        )
    {
        $Self->{$_} = $Param{$_} || die "Got no $_!";
    }

    $Self->{CustomerUserObject} = Kernel::System::CustomerUser->new(%Param);
    $Self->{SystemAddress}      = Kernel::System::SystemAddress->new(%Param);

    return $Self;
}

sub ActionRow {
    my ( $Self, %Param ) = @_;

    # check if bulk feature is enabled
    my $BulkFeature = 0;
    if ( $Param{Bulk} && $Self->{ConfigObject}->Get('Ticket::Frontend::BulkFeature') ) {
        my @Groups;
        if ( $Self->{ConfigObject}->Get('Ticket::Frontend::BulkFeatureGroup') ) {
            @Groups = @{ $Self->{ConfigObject}->Get('Ticket::Frontend::BulkFeatureGroup') };
        }
        if ( !@Groups ) {
            $BulkFeature = 1;
        }
        else {
            for my $Group (@Groups) {
                next if !$Self->{LayoutObject}->{"UserIsGroup[$Group]"};
                if ( $Self->{LayoutObject}->{"UserIsGroup[$Group]"} eq 'Yes' ) {
                    $BulkFeature = 1;
                    last;
                }
            }
        }
    }

    $Self->{LayoutObject}->Block(
        Name => 'DocumentActionRow',
        Data => \%Param,
    );

    if ($BulkFeature) {
        $Self->{LayoutObject}->Block(
            Name => 'DocumentActionRowBulk',
            Data => {
                %Param,
                Name => 'Bulk',
            },
        );
    }

    # init for table control
    $Self->{LayoutObject}->Block(
        Name => 'DocumentReadyStart',
        Data => \%Param,
    );

    my $Output = $Self->{LayoutObject}->Output(
        TemplateFile => 'AgentTicketOverviewPreview',
        Data         => \%Param,
    );

    return $Output;
}

sub SortOrderBar {
    my ( $Self, %Param ) = @_;
    return '';
}

sub Run {
    my ( $Self, %Param ) = @_;

    # check needed stuff
    for (qw(TicketIDs PageShown StartHit)) {
        if ( !$Param{$_} ) {
            $Self->{LogObject}->Log( Priority => 'error', Message => "Need $_!" );
            return;
        }
    }

    # check if bulk feature is enabled
    my $BulkFeature = 0;
    if ( $Param{Bulk} && $Self->{ConfigObject}->Get('Ticket::Frontend::BulkFeature') ) {
        my @Groups;
        if ( $Self->{ConfigObject}->Get('Ticket::Frontend::BulkFeatureGroup') ) {
            @Groups = @{ $Self->{ConfigObject}->Get('Ticket::Frontend::BulkFeatureGroup') };
        }
        if ( !@Groups ) {
            $BulkFeature = 1;
        }
        else {
            for my $Group (@Groups) {
                next if !$Self->{LayoutObject}->{"UserIsGroup[$Group]"};
                if ( $Self->{LayoutObject}->{"UserIsGroup[$Group]"} eq 'Yes' ) {
                    $BulkFeature = 1;
                    last;
                }
            }
        }
    }

    $Self->{LayoutObject}->Block(
        Name => 'DocumentHeader',
        Data => \%Param,
    );

    my $OutputMeta = $Self->{LayoutObject}->Output(
        TemplateFile => 'AgentTicketOverviewPreview',
        Data         => \%Param,
    );
    my $OutputRaw = '';
    if ( !$Param{Output} ) {
        $Self->{LayoutObject}->Print( Output => \$OutputMeta );
    }
    else {
        $OutputRaw .= $OutputMeta;
    }
    my $Output        = '';
    my $Counter       = 0;
    my $CounterOnSite = 0;
    my @TicketIDsShown;

    # check if there are tickets to show
    if ( scalar @{ $Param{TicketIDs} } ) {

        for my $TicketID ( @{ $Param{TicketIDs} } ) {
            $Counter++;
            if (
                $Counter >= $Param{StartHit}
                && $Counter < ( $Param{PageShown} + $Param{StartHit} )
                )
            {
                push @TicketIDsShown, $TicketID;
                my $Output = $Self->_Show(
                    TicketID => $TicketID,
                    Counter  => $CounterOnSite,
                    Bulk     => $BulkFeature,
                    Config   => $Param{Config},
                    Output   => $Param{Output} || '',
                );
                $CounterOnSite++;
                if ( !$Param{Output} ) {
                    $Self->{LayoutObject}->Print( Output => $Output );
                }
                else {
                    $OutputRaw .= ${$Output};
                }
            }
        }
    }
    else {
        $Self->{LayoutObject}->Block( Name => 'NoTicketFound' );
    }

    if ($BulkFeature) {
        $Self->{LayoutObject}->Block(
            Name => 'DocumentFooter',
            Data => \%Param,
        );
        for my $TicketID (@TicketIDsShown) {
            $Self->{LayoutObject}->Block(
                Name => 'DocumentFooterBulkItem',
                Data => \%Param,
            );
        }
        my $OutputMeta = $Self->{LayoutObject}->Output(
            TemplateFile => 'AgentTicketOverviewPreview',
            Data         => \%Param,
        );
        if ( !$Param{Output} ) {
            $Self->{LayoutObject}->Print( Output => \$OutputMeta );
        }
        else {
            $OutputRaw .= $OutputMeta;
        }
    }
    return $OutputRaw;
}

sub _Show {
    my ( $Self, %Param ) = @_;

    # check needed stuff
    if ( !$Param{TicketID} ) {
        $Self->{LogObject}->Log( Priority => 'error', Message => 'Need TicketID!' );
        return;
    }

    # check if bulk feature is enabled
    if ( $Param{Bulk} ) {
        $Self->{LayoutObject}->Block(
            Name => 'Bulk',
            Data => \%Param,
        );
    }

    # get last 5 articles
    my @ArticleBody = $Self->{TicketObject}->ArticleGet(
        TicketID => $Param{TicketID},
        UserID   => $Self->{UserID},
        Order    => 'DESC',
        Limit    => 5,
    );
    my %Article = %{ $ArticleBody[0] || {} };
    my $ArticleCount = scalar @ArticleBody;

    # user info
    my %UserInfo = $Self->{UserObject}->GetUserData(
        UserID => $Article{OwnerID},
    );
    %Article = ( %UserInfo, %Article );

    # create human age
    $Article{Age} = $Self->{LayoutObject}->CustomerAge( Age => $Article{Age}, Space => ' ' );

    # fetch all std. responses ...
    my %StandardResponses
        = $Self->{QueueObject}->GetStandardResponses( QueueID => $Article{QueueID} );

    $Param{StandardResponsesStrg} = $Self->{LayoutObject}->BuildSelection(
        Name => 'ResponseID',
        Data => \%StandardResponses,
    );

    # customer info
    if ( $Param{Config}->{CustomerInfo} ) {
        if ( $Article{CustomerUserID} ) {
            $Article{CustomerName} = $Self->{CustomerUserObject}->CustomerName(
                UserLogin => $Article{CustomerUserID},
            );
        }
    }

    # get acl actions
    $Self->{TicketObject}->TicketAcl(
        Data          => '-',
        Action        => $Self->{Action},
        TicketID      => $Article{TicketID},
        ReturnType    => 'Action',
        ReturnSubType => '-',
        UserID        => $Self->{UserID},
    );
    my %AclAction = $Self->{TicketObject}->TicketAclActionData();

    # run ticket pre menu modules
    my @ActionItems;
    if ( ref $Self->{ConfigObject}->Get('Ticket::Frontend::PreMenuModule') eq 'HASH' ) {
        my %Menus = %{ $Self->{ConfigObject}->Get('Ticket::Frontend::PreMenuModule') };
        for my $Menu ( sort keys %Menus ) {

            # load module
            if ( !$Self->{MainObject}->Require( $Menus{$Menu}->{Module} ) ) {
                return $Self->{LayoutObject}->FatalError();
            }
            my $Object = $Menus{$Menu}->{Module}->new( %{$Self}, TicketID => $Param{TicketID}, );

            # run module
            my $Item = $Object->Run(
                %Param,
                Ticket => \%Article,
                ACL    => \%AclAction,
                Config => $Menus{$Menu},
            );

            next if !$Item;
            next if ref $Item ne 'HASH';
            for my $Key (qw(Name Link Description)) {
                next if !$Item->{$Key};
                $Item->{$Key} = $Self->{LayoutObject}->Output(
                    Template => $Item->{$Key},
                    Data     => \%Article,
                );
            }

            # add session id if needed
            if ( !$Self->{LayoutObject}->{SessionIDCookie} && $Item->{Link} ) {
                $Item->{Link}
                    .= ';'
                    . $Self->{LayoutObject}->{SessionName} . '='
                    . $Self->{LayoutObject}->{SessionID};
            }

            # create id
            $Item->{ID} = $Item->{Name};
            $Item->{ID} =~ s/(\s|&|;)//ig;

            $Self->{LayoutObject}->Block(
                Name => $Item->{Block} || 'DocumentMenuItem',
                Data => $Item,
            );
            my $Output = $Self->{LayoutObject}->Output(
                TemplateFile => 'AgentTicketOverviewPreview',
                Data         => $Item,
            );
            $Output =~ s/\n+//g;
            $Output =~ s/\s+/ /g;
            $Output =~ s/<\!--.+?-->//g;

            push @ActionItems, {
                HTML        => $Output,
                ID          => $Item->{ID},
                Name        => $Self->{LayoutObject}->{LanguageObject}->Get( $Item->{Name} ),
                Link        => $Self->{LayoutObject}->{Baselink} . $Item->{Link},
                Target      => $Item->{Target},
                PopupType   => $Item->{PopupType},
                Description => $Item->{Description},
                Block       => $Item->{Block} || 'DocumentMenuItem',

            };
        }
    }

    my %Ticket = $Self->{TicketObject}->TicketGet(
        TicketID      => $Param{TicketID},
        DynamicFields => 0,
    );

    my $AdditionalClasses = $Param{Config}->{TicketActionsPerTicket} ? 'ShowInlineActions' : '';

    $Self->{LayoutObject}->Block(
        Name => 'DocumentContent',
        Data => {
            %Param,
            %Article,
            Class             => 'ArticleCount' . $ArticleCount,
            AdditionalClasses => $AdditionalClasses,
            Created           => $Ticket{Created},              # use value from ticket, not article
        },
    );

    # if "Actions per Ticket" (Inline Action Row) is active
    if ( $Param{Config}->{TicketActionsPerTicket} ) {
        $Self->{LayoutObject}->Block(
            Name => 'InlineActionRow',
            Data => \%Param,
        );

        # Add list entries for every action
        for my $Item (@ActionItems) {
            my $Link = $Item->{Link};
            if ( $Item->{Target} ) {
                $Link = '#';
            }

            my $Class = '';
            if ( $Item->{PopupType} ) {
                $Class = 'AsPopup PopupType_' . $Item->{PopupType};
            }

            if ( $Item->{Block} eq 'DocumentMenuItem' ) {
                $Self->{LayoutObject}->Block(
                    Name => 'InlineActionRowItem',
                    Data => {
                        TicketID    => $Param{TicketID},
                        QueueID     => $Article{QueueID},
                        ID          => $Item->{ID},
                        Name        => $Item->{Name},
                        Description => $Item->{Description},
                        Class       => $Class,
                        Link        => $Link,
                    },
                );
            }
            else {
                my $TicketID   = $Param{TicketID};
                my $SelectHTML = $Item->{HTML};
                $SelectHTML =~ s/id="DestQueueID"/id="DestQueueID$TicketID"/xmig;
                $SelectHTML =~ s/for="DestQueueID"/for="DestQueueID$TicketID"/xmig;
                $Self->{LayoutObject}->Block(
                    Name => 'InlineActionRowItemHTML',
                    Data => {
                        HTML => $SelectHTML,
                    },
                );
            }
        }
    }

    # check if bulk feature is enabled
    if ( $Param{Bulk} ) {
        $Self->{LayoutObject}->Block(
            Name => 'Bulk',
            Data => \%Param,
        );
    }

    # show ticket flags
    my @TicketMetaItems = $Self->{LayoutObject}->TicketMetaItems(
        Ticket => \%Article,
    );
    for my $Item (@TicketMetaItems) {
        $Self->{LayoutObject}->Block(
            Name => 'Meta',
            Data => $Item,
        );
        if ($Item) {
            $Self->{LayoutObject}->Block(
                Name => 'MetaIcon',
                Data => $Item,
            );
        }
    }

    # run article modules
    if ( ref $Self->{ConfigObject}->Get('Ticket::Frontend::ArticlePreViewModule') eq 'HASH' ) {
        my %Jobs = %{ $Self->{ConfigObject}->Get('Ticket::Frontend::ArticlePreViewModule') };
        for my $Job ( sort keys %Jobs ) {

            # load module
            if ( !$Self->{MainObject}->Require( $Jobs{$Job}->{Module} ) ) {
                return $Self->{LayoutObject}->FatalError();
            }
            my $Object = $Jobs{$Job}->{Module}->new(
                %{$Self},
                ArticleID => $Article{ArticleID},
                UserID    => $Self->{UserID},
                Debug     => $Self->{Debug},
            );

            # run module
            my @Data = $Object->Check( Article => \%Article, %Param, Config => $Jobs{$Job} );

            for my $DataRef (@Data) {
                if ( $DataRef->{Successful} ) {
                    $DataRef->{Result} = 'Error';
                }
                else {
                    $DataRef->{Result} = 'Success';
                }

                $Self->{LayoutObject}->Block(
                    Name => 'ArticleOption',
                    Data => $DataRef,
                );
            }

            # filter option
            $Object->Filter( Article => \%Article, %Param, Config => $Jobs{$Job} );
        }
    }

    # ticket free text
    for my $Count ( 1 .. 16 ) {
        if ( $Article{ 'TicketFreeText' . $Count } ) {
            $Self->{LayoutObject}->Block(
                Name => 'TicketFreeText' . $Count,
                Data => { %Param, %Article, %AclAction },
            );
            $Self->{LayoutObject}->Block(
                Name => 'TicketFreeText',
                Data => {
                    %Param, %Article, %AclAction,
                    TicketFreeKey  => $Article{ 'TicketFreeKey' . $Count },
                    TicketFreeText => $Article{ 'TicketFreeText' . $Count },
                    Count          => $Count,
                },
            );
            if ( !$Self->{ConfigObject}->Get( 'TicketFreeText' . $Count . '::Link' ) ) {
                $Self->{LayoutObject}->Block(
                    Name => 'TicketFreeTextPlain' . $Count,
                    Data => { %Param, %Article, %AclAction },
                );
                $Self->{LayoutObject}->Block(
                    Name => 'TicketFreeTextPlain',
                    Data => {
                        %Param, %Article, %AclAction,
                        TicketFreeKey  => $Article{ 'TicketFreeKey' . $Count },
                        TicketFreeText => $Article{ 'TicketFreeText' . $Count },
                        Count          => $Count,
                    },
                );
            }
            else {
                $Self->{LayoutObject}->Block(
                    Name => 'TicketFreeTextLink' . $Count,
                    Data => { %Param, %Article, %AclAction },
                );
                $Self->{LayoutObject}->Block(
                    Name => 'TicketFreeTextLink',
                    Data => {
                        %Param, %Article, %AclAction,
                        TicketFreeTextLink =>
                            $Self->{ConfigObject}->Get( 'TicketFreeText' . $Count . '::Link' ),
                        TicketFreeKey  => $Article{ 'TicketFreeKey' . $Count },
                        TicketFreeText => $Article{ 'TicketFreeText' . $Count },
                        Count          => $Count,
                    },
                );
            }
        }
    }

    # ticket free time
    for my $Count ( 1 .. 6 ) {
        if ( $Article{ 'TicketFreeTime' . $Count } ) {
            $Self->{LayoutObject}->Block(
                Name => 'TicketFreeTime' . $Count,
                Data => { %Param, %Article, %AclAction },
            );
            $Self->{LayoutObject}->Block(
                Name => 'TicketFreeTime',
                Data => {
                    %Param, %Article, %AclAction,
                    TicketFreeTimeKey => $Self->{ConfigObject}->Get( 'TicketFreeTimeKey' . $Count ),
                    TicketFreeTime    => $Article{ 'TicketFreeTime' . $Count },
                    Count             => $Count,
                },
            );
        }
    }

    # create output
    $Self->{LayoutObject}->Block(
        Name => 'AgentAnswer',
        Data => { %Param, %Article, %AclAction },
    );
    if (
        $Self->{ConfigObject}->Get('Frontend::Module')->{AgentTicketCompose}
        && ( !defined $AclAction{AgentTicketCompose} || $AclAction{AgentTicketCompose} )
        )
    {
        my $Access = 1;
        my $Config = $Self->{ConfigObject}->Get('Ticket::Frontend::AgentTicketCompose');
        if ( $Config->{Permission} ) {
            my $Ok = $Self->{TicketObject}->Permission(
                Type     => $Config->{Permission},
                TicketID => $Param{TicketID},
                UserID   => $Self->{UserID},
                LogNo    => 1,
            );
            if ( !$Ok ) {
                $Access = 0;
            }
            if ($Access) {
                $Self->{LayoutObject}->Block(
                    Name => 'AgentAnswerCompose',
                    Data => { %Param, %Article, %AclAction },
                );
            }
        }
    }
    if (
        $Self->{ConfigObject}->Get('Frontend::Module')->{AgentTicketPhoneOutbound}
        && (
            !defined $AclAction{AgentTicketPhoneOutbound}
            || $AclAction{AgentTicketPhoneOutbound}
        )
        )
    {
        my $Access = 1;
        my $Config = $Self->{ConfigObject}->Get('Ticket::Frontend::AgentTicketPhoneOutbound');
        if ( $Config->{Permission} ) {
            my $OK = $Self->{TicketObject}->Permission(
                Type     => $Config->{Permission},
                TicketID => $Param{TicketID},
                UserID   => $Self->{UserID},
                LogNo    => 1,
            );
            if ( !$OK ) {
                $Access = 0;
            }
        }
        if ($Access) {
            $Self->{LayoutObject}->Block(
                Name => 'AgentAnswerPhoneOutbound',
                Data => { %Param, %Article, %AclAction },
            );
        }
    }

    # ticket type
    if ( $Self->{ConfigObject}->Get('Ticket::Type') ) {
        $Self->{LayoutObject}->Block(
            Name => 'Type',
            Data => { %Param, %Article },
        );
    }

    # ticket service
    if ( $Self->{ConfigObject}->Get('Ticket::Service') && $Article{Service} ) {
        $Self->{LayoutObject}->Block(
            Name => 'Service',
            Data => { %Param, %Article },
        );
        if ( $Article{SLA} ) {
            $Self->{LayoutObject}->Block(
                Name => 'SLA',
                Data => { %Param, %Article },
            );
        }
    }

    # CustomerID and CustomerName
    if ( defined $Article{CustomerID} ) {
        $Self->{LayoutObject}->Block(
            Name => 'CustomerID',
            Data => { %Param, %Article },
        );

        if ( defined $Article{CutomerName} ) {
            $Self->{LayoutObject}->Block(
                Name => 'CustomerName',
                Data => { %Param, %Article },
            );
        }
    }

    # show first response time if needed
    if ( defined $Article{FirstResponseTime} ) {
        $Article{FirstResponseTimeHuman} = $Self->{LayoutObject}->CustomerAgeInHours(
            Age   => $Article{FirstResponseTime},
            Space => ' ',
        );
        $Article{FirstResponseTimeWorkingTime} = $Self->{LayoutObject}->CustomerAgeInHours(
            Age   => $Article{FirstResponseTimeWorkingTime},
            Space => ' ',
        );
        if ( 60 * 60 * 1 > $Article{FirstResponseTime} ) {
            $Article{FirstResponseTimeClass} = 'Warning'
        }
        $Self->{LayoutObject}->Block(
            Name => 'FirstResponseTime',
            Data => { %Param, %Article },
        );
    }

    # show update time if needed
    if ( defined $Article{UpdateTime} ) {
        $Article{UpdateTimeHuman} = $Self->{LayoutObject}->CustomerAgeInHours(
            Age   => $Article{UpdateTime},
            Space => ' ',
        );
        $Article{UpdateTimeWorkingTime} = $Self->{LayoutObject}->CustomerAgeInHours(
            Age   => $Article{UpdateTimeWorkingTime},
            Space => ' ',
        );
        if ( 60 * 60 * 1 > $Article{UpdateTime} ) {
            $Article{UpdateTimeClass} = 'Warning'
        }
        $Self->{LayoutObject}->Block(
            Name => 'UpdateTime',
            Data => { %Param, %Article },
        );
    }

    # show solution time if needed
    if ( defined $Article{SolutionTime} ) {
        $Article{SolutionTimeHuman} = $Self->{LayoutObject}->CustomerAgeInHours(
            Age   => $Article{SolutionTime},
            Space => ' ',
        );
        $Article{SolutionTimeWorkingTime} = $Self->{LayoutObject}->CustomerAgeInHours(
            Age   => $Article{SolutionTimeWorkingTime},
            Space => ' ',
        );
        if ( 60 * 60 * 1 > $Article{SolutionTime} ) {
            $Article{SolutionTimeClass} = 'Warning'
        }
        $Self->{LayoutObject}->Block(
            Name => 'SolutionTime',
            Data => { %Param, %Article },
        );
    }

    # show inline article
    my $Count = 0;
    for my $ArticleItem ( reverse @ArticleBody ) {
        next if !$ArticleItem;
        if ( $Count == $#ArticleBody ) {
            $ArticleItem->{Class} = 'Active';
        }
        $Count++;

        # check if just a only html email
        my $MimeTypeText = $Self->{LayoutObject}->CheckMimeType(
            %{$ArticleItem},
            Action => 'AgentTicketZoom',
        );
        if ($MimeTypeText) {
            $ArticleItem->{BodyNote} = $MimeTypeText;
            $ArticleItem->{Body}     = '';
        }
        else {

            # html quoting
            $ArticleItem->{Body} = $Self->{LayoutObject}->Ascii2Html(
                NewLine => $Param{Config}->{DefaultViewNewLine}  || 90,
                Text    => $ArticleItem->{Body},
                VMax    => $Param{Config}->{DefaultPreViewLines} || 25,
                LinkFeature     => 1,
                HTMLResultMode  => 1,
                StripEmptyLines => $Param{Config}->{StripEmptyLines},
            );

            # do charset check
            my $CharsetText = $Self->{LayoutObject}->CheckCharset(
                %{$ArticleItem},
                Action => 'AgentTicketZoom',
            );
            if ($CharsetText) {
                $ArticleItem->{BodyNote} = $CharsetText;
            }
        }

        $ArticleItem->{Subject} = $Self->{TicketObject}->TicketSubjectClean(
            TicketNumber => $ArticleItem->{TicketNumber},
            Subject => $ArticleItem->{Subject} || '',
        );

        $Self->{LayoutObject}->Block(
            Name => 'ArticlePreview',
            Data => {
                %{$ArticleItem},
                Class => $ArticleItem->{Class},
            },
        );

        # show actions
        if ( $ArticleItem->{ArticleType} !~ /^(note|email-noti)/i ) {

            # check if compose link should be shown
            if (
                $Self->{ConfigObject}->Get('Frontend::Module')->{AgentTicketCompose}
                && (
                    !defined $AclAction{AgentTicketCompose}
                    || $AclAction{AgentTicketCompose}
                )
                )
            {
                my $Access = 1;
                my $Config = $Self->{ConfigObject}->Get('Ticket::Frontend::AgentTicketCompose');
                if ( $Config->{Permission} ) {
                    my $Ok = $Self->{TicketObject}->Permission(
                        Type     => $Config->{Permission},
                        TicketID => $Article{TicketID},
                        UserID   => $Self->{UserID},
                        LogNo    => 1,
                    );
                    if ( !$Ok ) {
                        $Access = 0;
                    }
                }
                if ( $Config->{RequiredLock} ) {
                    my $Locked = $Self->{TicketObject}->LockIsTicketLocked(
                        TicketID => $Article{TicketID},
                    );
                    if ($Locked) {
                        my $AccessOk = $Self->{TicketObject}->OwnerCheck(
                            TicketID => $Article{TicketID},
                            OwnerID  => $Self->{UserID},
                        );
                        if ( !$AccessOk ) {
                            $Access = 0;
                        }
                    }
                }
                if ( $Access && !$Param{Output} ) {
                    $Self->{LayoutObject}->Block(
                        Name => 'ArticlePreviewActionRow',
                        Data => {
                            %{$ArticleItem}, %AclAction,
                        },
                    );

                    # fetch all std. responses
                    my %StandardResponses = $Self->{QueueObject}->GetStandardResponses(
                        QueueID => $Article{QueueID},
                    );

                    # get StandardResponsesStrg
                    $StandardResponses{0}
                        = '- ' . $Self->{LayoutObject}->{LanguageObject}->Get('Reply') . ' -';

                    # build html string
                    my $StandardResponsesStrg = $Self->{LayoutObject}->BuildSelection(
                        Name => 'ResponseID',
                        ID   => 'ResponseID' . $ArticleItem->{ArticleID},
                        Data => \%StandardResponses,
                    );

                    $Self->{LayoutObject}->Block(
                        Name => 'ArticlePreviewActionRowItem',
                        Data => {
                            %{$ArticleItem},
                            StandardResponsesStrg => $StandardResponsesStrg,
                            Name                  => 'Reply',
                            Class                 => 'AsPopup',
                            Action                => 'AgentTicketCompose',
                            FormID                => 'Reply' . $ArticleItem->{ArticleID},
                        },
                    );

                    # check if reply all is needed
                    my $Recipients = '';
                    for my $Key (qw(From To Cc)) {
                        next if !$ArticleItem->{$Key};
                        if ($Recipients) {
                            $Recipients .= ', ';
                        }
                        $Recipients .= $ArticleItem->{$Key};
                    }
                    my $RecipientCount = 0;
                    if ($Recipients) {
                        my $EmailParser = Kernel::System::EmailParser->new(
                            %{$Self},
                            Mode => 'Standalone',
                        );
                        my @Addresses = $EmailParser->SplitAddressLine( Line => $Recipients );
                        for my $Address (@Addresses) {
                            my $Email = $EmailParser->GetEmailAddress( Email => $Address );
                            next if !$Email;
                            my $IsLocal = $Self->{SystemAddress}->SystemAddressIsLocalAddress(
                                Address => $Email,
                            );
                            next if $IsLocal;
                            $RecipientCount++;
                        }
                    }
                    if ( $RecipientCount > 1 ) {

                        # get StandardResponsesStrg
                        $StandardResponses{0}
                            = '- '
                            . $Self->{LayoutObject}->{LanguageObject}->Get('Reply All') . ' -';
                        $StandardResponsesStrg = $Self->{LayoutObject}->BuildSelection(
                            Name => 'ResponseID',
                            ID   => 'ResponseIDAll' . $ArticleItem->{ArticleID},
                            Data => \%StandardResponses,
                        );

                        $Self->{LayoutObject}->Block(
                            Name => 'ArticlePreviewActionRowItem',
                            Data => {
                                %{$ArticleItem},
                                StandardResponsesStrg => $StandardResponsesStrg,
                                Name                  => 'Reply All',
                                Class                 => 'AsPopup',
                                Action                => 'AgentTicketCompose',
                                FormID                => 'ReplyAll' . $ArticleItem->{ArticleID},
                                ReplyAll              => 1,
                            },
                        );
                    }
                }
            }
        }
    }

    # add action items as js
    if ( @ActionItems && !$Param{Config}->{TicketActionsPerTicket} ) {
        my $JSON = $Self->{LayoutObject}->JSONEncode(
            Data => \@ActionItems,
        );

        $Self->{LayoutObject}->Block(
            Name => 'DocumentReadyActionRowAdd',
            Data => {
                TicketID => $Param{TicketID},
                Data     => $JSON,
            },
        );
    }

    # create & return output
    my $Output = $Self->{LayoutObject}->Output(
        TemplateFile => 'AgentTicketOverviewPreview',
        Data => { %Param, %Article, %AclAction },
    );
    return \$Output;
}
1;
