# --
# Kernel/Modules/AgentTicketCompose.pm - to compose and send a message
# Copyright (C) 2001-2012 OTRS AG, http://otrs.org/
# --
# $Id: AgentTicketCompose.pm,v 1.164.2.1 2012/06/06 21:06:05 cg 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::Modules::AgentTicketCompose;

use strict;
use warnings;

use Kernel::System::CheckItem;
use Kernel::System::StdAttachment;
use Kernel::System::State;
use Kernel::System::CustomerUser;
use Kernel::System::Web::UploadCache;
use Kernel::System::SystemAddress;
use Kernel::System::TemplateGenerator;
use Kernel::System::DynamicField;
use Kernel::System::DynamicField::Backend;
use Kernel::System::VariableCheck qw(:all);
use Mail::Address;

use vars qw($VERSION);
$VERSION = qw($Revision: 1.164.2.1 $) [1];

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

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

    $Self->{Debug} = $Param{Debug} || 0;

    # check all needed objects
    for (qw(TicketObject ParamObject DBObject QueueObject LayoutObject ConfigObject LogObject)) {
        if ( !$Self->{$_} ) {
            $Self->{LayoutObject}->FatalError( Message => "Got no $_!" );
        }
    }

    # some new objects
    $Self->{CustomerUserObject}  = Kernel::System::CustomerUser->new(%Param);
    $Self->{CheckItemObject}     = Kernel::System::CheckItem->new(%Param);
    $Self->{StdAttachmentObject} = Kernel::System::StdAttachment->new(%Param);
    $Self->{StateObject}         = Kernel::System::State->new(%Param);
    $Self->{UploadCacheObject}   = Kernel::System::Web::UploadCache->new(%Param);
    $Self->{SystemAddress}       = Kernel::System::SystemAddress->new(%Param);
    $Self->{DynamicFieldObject}  = Kernel::System::DynamicField->new(%Param);
    $Self->{BackendObject}       = Kernel::System::DynamicField::Backend->new(%Param);

    # get form id
    $Self->{FormID} = $Self->{ParamObject}->GetParam( Param => 'FormID' );

    # create form id
    if ( !$Self->{FormID} ) {
        $Self->{FormID} = $Self->{UploadCacheObject}->FormIDCreate();
    }

    # get config for frontend module
    $Self->{Config} = $Self->{ConfigObject}->Get("Ticket::Frontend::$Self->{Action}");

    # get the dynamic fields for this screen
    $Self->{DynamicField} = $Self->{DynamicFieldObject}->DynamicFieldListGet(
        Valid       => 1,
        ObjectType  => [ 'Ticket', 'Article' ],
        FieldFilter => $Self->{Config}->{DynamicField} || {},
    );

    return $Self;
}

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

    # check needed stuff
    if ( !$Self->{TicketID} ) {
        return $Self->{LayoutObject}->ErrorScreen(
            Message => 'No TicketID is given!',
            Comment => 'Please contact the admin.',
        );
    }

    # check permissions
    my $Access = $Self->{TicketObject}->TicketPermission(
        Type     => $Self->{Config}->{Permission},
        TicketID => $Self->{TicketID},
        UserID   => $Self->{UserID}
    );

    # error screen, don't show ticket
    if ( !$Access ) {
        return $Self->{LayoutObject}->NoPermission(
            Message    => "You need $Self->{Config}->{Permission} permissions!",
            WithHeader => 'yes',
        );
    }

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

    # check if ACL resctictions if exist
    if ( IsHashRefWithData( \%AclAction ) ) {

        # show error screen if ACL prohibits this action
        if ( defined $AclAction{ $Self->{Action} } && $AclAction{ $Self->{Action} } eq '0' ) {
            return $Self->{LayoutObject}->NoPermission( WithHeader => 'yes' );
        }
    }

    my %Ticket = $Self->{TicketObject}->TicketGet(
        TicketID      => $Self->{TicketID},
        DynamicFields => 1
    );

    # get lock state
    my $TicketBackType = 'TicketBack';
    if ( $Self->{Config}->{RequiredLock} ) {
        if ( !$Self->{TicketObject}->TicketLockGet( TicketID => $Self->{TicketID} ) ) {
            $Self->{TicketObject}->TicketLockSet(
                TicketID => $Self->{TicketID},
                Lock     => 'lock',
                UserID   => $Self->{UserID}
            );
            my $Owner = $Self->{TicketObject}->TicketOwnerSet(
                TicketID  => $Self->{TicketID},
                UserID    => $Self->{UserID},
                NewUserID => $Self->{UserID},
            );

            # show lock state
            if ( !$Owner ) {
                return $Self->{LayoutObject}->FatalError();
            }
            $TicketBackType .= 'Undo';
        }
        else {
            my $AccessOk = $Self->{TicketObject}->OwnerCheck(
                TicketID => $Self->{TicketID},
                OwnerID  => $Self->{UserID},
            );
            if ( !$AccessOk ) {
                my $Output = $Self->{LayoutObject}->Header(
                    Value => $Ticket{Number},
                    Type  => 'Small',
                );
                $Output .= $Self->{LayoutObject}->Warning(
                    Message => 'Sorry, you need to be the ticket owner to perform this action.',
                    Comment => 'Please change the owner first.',
                );
                $Output .= $Self->{LayoutObject}->Footer(
                    Type => 'Small',
                );
                return $Output;
            }
        }
    }

    # get params
    my %GetParam;
    for (
        qw(
        From To Cc Bcc Subject Body InReplyTo References ResponseID ReplyArticleID StateID
        ArticleID TimeUnits Year Month Day Hour Minute FormID ReplyAll
        )
        )
    {
        $GetParam{$_} = $Self->{ParamObject}->GetParam( Param => $_ );
    }

    # hash for check duplicated entries
    my %AddressesList;

    my @MultipleCustomer;
    my $CustomersNumber
        = $Self->{ParamObject}->GetParam( Param => 'CustomerTicketCounterToCustomer' ) || 0;
    my $Selected = $Self->{ParamObject}->GetParam( Param => 'CustomerSelected' ) || '';

    if ($CustomersNumber) {
        my $CustomerCounter = 1;
        for my $Count ( 1 ... $CustomersNumber ) {
            my $CustomerElement
                = $Self->{ParamObject}->GetParam( Param => 'CustomerTicketText_' . $Count );
            my $CustomerSelected = ( $Selected eq $Count ? 'checked="checked"' : '' );
            my $CustomerKey = $Self->{ParamObject}->GetParam( Param => 'CustomerKey_' . $Count )
                || '';
            my $CustomerQueue = $Self->{ParamObject}->GetParam( Param => 'CustomerQueue_' . $Count )
                || '';
            if ($CustomerElement) {

                $GetParam{To} .= $CustomerElement . ',';

                # check email address
                my $CustomerErrorMsg = 'CustomerGenericServerErrorMsg';
                my $CustomerError    = '';
                for my $Email ( Mail::Address->parse($CustomerElement) ) {
                    if ( !$Self->{CheckItemObject}->CheckEmail( Address => $Email->address() ) ) {
                        $CustomerErrorMsg = $Self->{CheckItemObject}->CheckErrorType()
                            . 'ServerErrorMsg';
                        $CustomerError = 'ServerError';
                    }
                }

                # check for duplicated entries
                if ( defined $AddressesList{$CustomerElement} && $CustomerError eq '' ) {
                    $CustomerErrorMsg = 'IsDuplicatedServerErrorMsg';
                    $CustomerError    = 'ServerError';
                }

                my $CustomerDisabled = '';
                my $CountAux         = $CustomerCounter++;
                if ( $CustomerError ne '' ) {
                    $CustomerDisabled = 'disabled="disabled"';
                    $CountAux         = $Count . 'Error';
                }

                if ( $CustomerQueue ne '' ) {
                    $CustomerQueue = $Count;
                }

                push @MultipleCustomer, {
                    Count            => $CountAux,
                    CustomerElement  => $CustomerElement,
                    CustomerSelected => $CustomerSelected,
                    CustomerKey      => $CustomerKey,
                    CustomerError    => $CustomerError,
                    CustomerErrorMsg => $CustomerErrorMsg,
                    CustomerDisabled => $CustomerDisabled,
                    CustomerQueue    => $CustomerQueue,
                };
                $AddressesList{$CustomerElement} = 1;
            }
        }
    }

    my @MultipleCustomerCc;
    my $CustomersNumberCc
        = $Self->{ParamObject}->GetParam( Param => 'CustomerTicketCounterCcCustomer' ) || 0;

    if ($CustomersNumberCc) {
        my $CustomerCounterCc = 1;
        for my $Count ( 1 ... $CustomersNumberCc ) {
            my $CustomerElementCc
                = $Self->{ParamObject}->GetParam( Param => 'CcCustomerTicketText_' . $Count );
            my $CustomerKeyCc = $Self->{ParamObject}->GetParam( Param => 'CcCustomerKey_' . $Count )
                || '';
            my $CustomerQueueCc
                = $Self->{ParamObject}->GetParam( Param => 'CcCustomerQueue_' . $Count )
                || '';

            if ($CustomerElementCc) {

                $GetParam{Cc} .= $CustomerElementCc . ',';

                # check email address
                my $CustomerErrorMsgCc = 'CustomerGenericServerErrorMsg';
                my $CustomerErrorCc    = '';
                for my $Email ( Mail::Address->parse($CustomerElementCc) ) {
                    if ( !$Self->{CheckItemObject}->CheckEmail( Address => $Email->address() ) ) {
                        $CustomerErrorMsgCc = $Self->{CheckItemObject}->CheckErrorType()
                            . 'ServerErrorMsg';
                        $CustomerErrorCc = 'ServerError';
                    }
                }

                # check for duplicated entries
                if ( defined $AddressesList{$CustomerElementCc} && $CustomerErrorCc eq '' ) {
                    $CustomerErrorMsgCc = 'IsDuplicatedServerErrorMsg';
                    $CustomerErrorCc    = 'ServerError';
                }

                my $CustomerDisabledCc = '';
                my $CountAuxCc         = $CustomerCounterCc++;
                if ( $CustomerErrorCc ne '' ) {
                    $CustomerDisabledCc = 'disabled="disabled"';
                    $CountAuxCc         = $Count . 'Error';
                }

                if ( $CustomerQueueCc ne '' ) {
                    $CustomerQueueCc = $Count;
                }

                push @MultipleCustomerCc, {
                    Count            => $CountAuxCc,
                    CustomerElement  => $CustomerElementCc,
                    CustomerKey      => $CustomerKeyCc,
                    CustomerError    => $CustomerErrorCc,
                    CustomerErrorMsg => $CustomerErrorMsgCc,
                    CustomerDisabled => $CustomerDisabledCc,
                    CustomerQueue    => $CustomerQueueCc,
                };
                $AddressesList{$CustomerElementCc} = 1;
            }
        }
    }

    my @MultipleCustomerBcc;
    my $CustomersNumberBcc
        = $Self->{ParamObject}->GetParam( Param => 'CustomerTicketCounterBccCustomer' ) || 0;

    if ($CustomersNumberBcc) {
        my $CustomerCounterBcc = 1;
        for my $Count ( 1 ... $CustomersNumberBcc ) {
            my $CustomerElementBcc
                = $Self->{ParamObject}->GetParam( Param => 'BccCustomerTicketText_' . $Count );
            my $CustomerKeyBcc
                = $Self->{ParamObject}->GetParam( Param => 'BccCustomerKey_' . $Count )
                || '';
            my $CustomerQueueBcc
                = $Self->{ParamObject}->GetParam( Param => 'BccCustomerQueue_' . $Count )
                || '';

            if ($CustomerElementBcc) {

                $GetParam{Bcc} .= $CustomerElementBcc . ',';

                # check email address
                my $CustomerErrorMsgBcc = 'CustomerGenericServerErrorMsg';
                my $CustomerErrorBcc    = '';
                for my $Email ( Mail::Address->parse($CustomerElementBcc) ) {
                    if ( !$Self->{CheckItemObject}->CheckEmail( Address => $Email->address() ) ) {
                        $CustomerErrorMsgBcc = $Self->{CheckItemObject}->CheckErrorType()
                            . 'ServerErrorMsg';
                        $CustomerErrorBcc = 'ServerError';
                    }
                }

                # check for duplicated entries
                if ( defined $AddressesList{$CustomerElementBcc} && $CustomerErrorBcc eq '' ) {
                    $CustomerErrorMsgBcc = 'IsDuplicatedServerErrorMsg';
                    $CustomerErrorBcc    = 'ServerError';
                }

                my $CustomerDisabledBcc = '';
                my $CountAuxBcc         = $CustomerCounterBcc++;
                if ( $CustomerErrorBcc ne '' ) {
                    $CustomerDisabledBcc = 'disabled="disabled"';
                    $CountAuxBcc         = $Count . 'Error';
                }

                if ( $CustomerQueueBcc ne '' ) {
                    $CustomerQueueBcc = $Count;
                }

                push @MultipleCustomerBcc, {
                    Count            => $CountAuxBcc,
                    CustomerElement  => $CustomerElementBcc,
                    CustomerKey      => $CustomerKeyBcc,
                    CustomerError    => $CustomerErrorBcc,
                    CustomerErrorMsg => $CustomerErrorMsgBcc,
                    CustomerDisabled => $CustomerDisabledBcc,
                    CustomerQueue    => $CustomerQueueBcc,
                };
                $AddressesList{$CustomerElementBcc} = 1;
            }
        }
    }

    # get Dynamic fields form ParamObject
    my %DynamicFieldValues;

    # cycle trough the activated Dynamic Fields for this screen
    DYNAMICFIELD:
    for my $DynamicFieldConfig ( @{ $Self->{DynamicField} } ) {
        next DYNAMICFIELD if !IsHashRefWithData($DynamicFieldConfig);

        # extract the dynamic field value form the web request
        $DynamicFieldValues{ $DynamicFieldConfig->{Name} } =
            $Self->{BackendObject}->EditFieldValueGet(
            DynamicFieldConfig => $DynamicFieldConfig,
            ParamObject        => $Self->{ParamObject},
            LayoutObject       => $Self->{LayoutObject},
            );
    }

    # convert dynamic field values into a structure for ACLs
    my %DynamicFieldACLParameters;
    DYNAMICFIELD:
    for my $DynamicField ( keys %DynamicFieldValues ) {
        next DYNAMICFIELD if !$DynamicField;
        next DYNAMICFIELD if !$DynamicFieldValues{$DynamicField};

        $DynamicFieldACLParameters{ 'DynamicField_' . $DynamicField }
            = $DynamicFieldValues{$DynamicField};
    }
    $GetParam{DynamicField} = \%DynamicFieldACLParameters;

    # transform pending time, time stamp based on user time zone
    if (
        defined $GetParam{Year}
        && defined $GetParam{Month}
        && defined $GetParam{Day}
        && defined $GetParam{Hour}
        && defined $GetParam{Minute}
        )
    {
        %GetParam = $Self->{LayoutObject}->TransformDateSelection(
            %GetParam,
        );
    }

    # send email
    if ( $Self->{Subaction} eq 'SendEmail' ) {

        # challenge token check for write action
        $Self->{LayoutObject}->ChallengeTokenCheck();

        # get valid state id
        if ( !$GetParam{StateID} ) {
            my %Ticket = $Self->{TicketObject}->TicketGet(
                TicketID => $Self->{TicketID},
                UserID   => 1,
            );
            $GetParam{StateID} = $Ticket{StateID};
        }

        my %StateData = $Self->{TicketObject}->{StateObject}->StateGet( ID => $GetParam{StateID} );

        my %Error;

        # If is an action about attachments
        my $IsUpload = 0;

        # attachment delete
        for my $Count ( 1 .. 32 ) {
            my $Delete = $Self->{ParamObject}->GetParam( Param => "AttachmentDelete$Count" );
            next if !$Delete;
            $Error{AttachmentDelete} = 1;
            $Self->{UploadCacheObject}->FormIDRemoveFile(
                FormID => $Self->{FormID},
                FileID => $Count,
            );
            $IsUpload = 1;
        }

        # attachment upload
        if ( $Self->{ParamObject}->GetParam( Param => 'AttachmentUpload' ) ) {
            $IsUpload                = 1;
            %Error                   = ();
            $Error{AttachmentUpload} = 1;
            my %UploadStuff = $Self->{ParamObject}->GetUploadAll(
                Param  => 'FileUpload',
                Source => 'string',
            );
            $Self->{UploadCacheObject}->FormIDAddFile(
                FormID => $Self->{FormID},
                %UploadStuff,
            );
        }

        # get all attachments meta data
        my @Attachments = $Self->{UploadCacheObject}->FormIDGetAllFilesMeta(
            FormID => $Self->{FormID},
        );

        # check pending date
        if ( $StateData{TypeName} && $StateData{TypeName} =~ /^pending/i ) {
            if ( !$Self->{TimeObject}->Date2SystemTime( %GetParam, Second => 0 ) ) {
                if ( !$IsUpload ) {
                    $Error{DateInvalid} = 'ServerError';
                }
            }
            if (
                $Self->{TimeObject}->Date2SystemTime( %GetParam, Second => 0 )
                < $Self->{TimeObject}->SystemTime()
                )
            {
                if ( !$IsUpload ) {
                    $Error{DateInvalid} = 'ServerError';
                }
            }
        }

        # check if at least one recipient has been chosen
        if ( $IsUpload == 0 ) {
            if ( !$GetParam{To} ) {
                $Error{'ToInvalid'} = 'ServerError';
            }
        }

        # check some values
        for my $Line (qw(To Cc Bcc)) {
            next if !$GetParam{$Line};
            for my $Email ( Mail::Address->parse( $GetParam{$Line} ) ) {
                if ( !$Self->{CheckItemObject}->CheckEmail( Address => $Email->address() ) ) {
                    if ( $IsUpload == 0 ) {
                        $Error{ $Line . 'Invalid' } = 'ServerError';
                    }
                }
            }
        }

        # check subject
        if ( !$IsUpload && !$GetParam{Subject} ) {
            $Error{SubjectInvalid} = ' ServerError';
        }

        # check body
        if ( !$IsUpload && !$GetParam{Body} ) {
            $Error{BodyInvalid} = ' ServerError';
        }

        # check time units
        if (
            $Self->{ConfigObject}->Get('Ticket::Frontend::AccountTime')
            && $Self->{ConfigObject}->Get('Ticket::Frontend::NeedAccountedTime')
            && $GetParam{TimeUnits} eq ''
            )
        {
            if ( !$IsUpload ) {
                $Error{TimeUnitsInvalid} = 'ServerError';
            }
        }

        # prepare subject
        my $Tn = $Self->{TicketObject}->TicketNumberLookup( TicketID => $Self->{TicketID} );
        $GetParam{Subject} = $Self->{TicketObject}->TicketSubjectBuild(
            TicketNumber => $Tn,
            Subject => $GetParam{Subject} || '',
        );

        my %ArticleParam;

        # run compose modules
        if ( ref $Self->{ConfigObject}->Get('Ticket::Frontend::ArticleComposeModule') eq 'HASH' )
        {
            my %Jobs = %{ $Self->{ConfigObject}->Get('Ticket::Frontend::ArticleComposeModule') };
            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}, Debug => $Self->{Debug} );

                # get params
                for ( $Object->Option( %GetParam, Config => $Jobs{$Job} ) ) {
                    $GetParam{$_} = $Self->{ParamObject}->GetParam( Param => $_ );
                }

                # run module
                $Object->Run( %GetParam, Config => $Jobs{$Job} );

                # ticket params
                %ArticleParam = (
                    %ArticleParam,
                    $Object->ArticleOption( %GetParam, Config => $Jobs{$Job} ),
                );

                # get errors
                %Error = (
                    %Error,
                    $Object->Error( %GetParam, Config => $Jobs{$Job} ),
                );
            }
        }

        # create html strings for all dynamic fields
        my %DynamicFieldHTML;

        # cycle trough the activated Dynamic Fields for this screen
        DYNAMICFIELD:
        for my $DynamicFieldConfig ( @{ $Self->{DynamicField} } ) {
            next DYNAMICFIELD if !IsHashRefWithData($DynamicFieldConfig);

            my $PossibleValuesFilter;

            # check if field has PossibleValues property in its configuration
            if ( IsHashRefWithData( $DynamicFieldConfig->{Config}->{PossibleValues} ) ) {

                # set possible values filter from ACLs
                my $ACL = $Self->{TicketObject}->TicketAcl(
                    %GetParam,
                    Action        => $Self->{Action},
                    TicketID      => $Self->{TicketID},
                    ReturnType    => 'Ticket',
                    ReturnSubType => 'DynamicField_' . $DynamicFieldConfig->{Name},
                    Data          => $DynamicFieldConfig->{Config}->{PossibleValues},
                    UserID        => $Self->{UserID},
                );
                if ($ACL) {
                    my %Filter = $Self->{TicketObject}->TicketAclData();
                    $PossibleValuesFilter = \%Filter;
                }
            }

            my $ValidationResult;

            # do not validate on attachment upload
            if ( !$IsUpload ) {

                $ValidationResult = $Self->{BackendObject}->EditFieldValueValidate(
                    DynamicFieldConfig   => $DynamicFieldConfig,
                    PossibleValuesFilter => $PossibleValuesFilter,
                    ParamObject          => $Self->{ParamObject},
                    Mandatory =>
                        $Self->{Config}->{DynamicField}->{ $DynamicFieldConfig->{Name} } == 2,
                );

                if ( !IsHashRefWithData($ValidationResult) ) {
                    return $Self->{LayoutObject}->ErrorScreen(
                        Message =>
                            "Could not perform validation on field $DynamicFieldConfig->{Label}!",
                        Comment => 'Please contact the admin.',
                    );
                }

                # propagate validation error to the Error variable to be detected by the frontend
                if ( $ValidationResult->{ServerError} ) {
                    $Error{ $DynamicFieldConfig->{Name} } = ' ServerError';
                }
            }

            # get field html
            $DynamicFieldHTML{ $DynamicFieldConfig->{Name} } =
                $Self->{BackendObject}->EditFieldRender(
                DynamicFieldConfig   => $DynamicFieldConfig,
                PossibleValuesFilter => $PossibleValuesFilter,
                Mandatory =>
                    $Self->{Config}->{DynamicField}->{ $DynamicFieldConfig->{Name} } == 2,
                ServerError  => $ValidationResult->{ServerError}  || '',
                ErrorMessage => $ValidationResult->{ErrorMessage} || '',
                LayoutObject => $Self->{LayoutObject},
                ParamObject  => $Self->{ParamObject},
                AJAXUpdate   => 1,
                UpdatableFields => $Self->_GetFieldsToUpdate(),
                );
        }

        # check if there is an error
        if (%Error) {

            my $Output = $Self->{LayoutObject}->Header(
                Value => $Ticket{TicketNumber},
                Type  => 'Small',
            );
            $GetParam{StandardResponse} = $GetParam{Body};
            $Output .= $Self->_Mask(
                TicketID   => $Self->{TicketID},
                NextStates => $Self->_GetNextStates(
                    %GetParam,
                ),
                ResponseFormat => $Self->{LayoutObject}->Ascii2Html( Text => $GetParam{Body} ),
                Errors => \%Error,
                MultipleCustomer    => \@MultipleCustomer,
                MultipleCustomerCc  => \@MultipleCustomerCc,
                MultipleCustomerBcc => \@MultipleCustomerBcc,
                Attachments         => \@Attachments,
                GetParam            => \%GetParam,
                TicketBackType      => $TicketBackType,
                %Ticket,
                DynamicFieldHTML => \%DynamicFieldHTML,
                %GetParam,
            );
            $Output .= $Self->{LayoutObject}->Footer(
                Type => 'Small',
            );
            return $Output;
        }

        # replace <OTRS_TICKET_STATE> with next ticket state name
        if ( $StateData{Name} ) {
            $GetParam{Body} =~ s/<OTRS_TICKET_STATE>/$StateData{Name}/g;
            $GetParam{Body} =~ s/&lt;OTRS_TICKET_STATE&gt;/$StateData{Name}/g;
        }

        # get pre loaded attachments
        my @AttachmentData = $Self->{UploadCacheObject}->FormIDGetAllFilesData(
            FormID => $Self->{FormID},
        );

        # get submit attachment
        my %UploadStuff = $Self->{ParamObject}->GetUploadAll(
            Param  => 'FileUpload',
            Source => 'String',
        );
        if (%UploadStuff) {
            push @AttachmentData, \%UploadStuff;
        }

        # get recipients
        my $Recipients = '';
        for my $Line (qw(To Cc Bcc)) {
            if ( $GetParam{$Line} ) {
                if ($Recipients) {
                    $Recipients .= ',';
                }
                $Recipients .= $GetParam{$Line};
            }
        }

        my $MimeType = 'text/plain';
        if ( $Self->{LayoutObject}->{BrowserRichText} ) {
            $MimeType = 'text/html';

            # remove unused inline images
            my @NewAttachmentData;
            for my $Attachment (@AttachmentData) {
                my $ContentID = $Attachment->{ContentID};
                if ($ContentID) {
                    my $ContentIDHTMLQuote = $Self->{LayoutObject}->Ascii2Html(
                        Text => $ContentID,
                    );

                    # workaround for link encode of rich text editor, see bug#5053
                    my $ContentIDLinkEncode = $Self->{LayoutObject}->LinkEncode($ContentID);
                    $GetParam{Body} =~ s/(ContentID=)$ContentIDLinkEncode/$1$ContentID/g;

                    # ignore attachment if not linked in body
                    next if $GetParam{Body} !~ /(\Q$ContentIDHTMLQuote\E|\Q$ContentID\E)/i;
                }

                # remember inline images and normal attachments
                push @NewAttachmentData, \%{$Attachment};
            }
            @AttachmentData = @NewAttachmentData;

            # verify html document
            $GetParam{Body} = $Self->{LayoutObject}->RichTextDocumentComplete(
                String => $GetParam{Body},
            );
        }

        # send email
        my $ArticleID = $Self->{TicketObject}->ArticleSend(
            ArticleType    => 'email-external',
            SenderType     => 'agent',
            TicketID       => $Self->{TicketID},
            HistoryType    => 'SendAnswer',
            HistoryComment => "\%\%$Recipients",
            From           => $GetParam{From},
            To             => $GetParam{To},
            Cc             => $GetParam{Cc},
            Bcc            => $GetParam{Bcc},
            Subject        => $GetParam{Subject},
            UserID         => $Self->{UserID},
            Body           => $GetParam{Body},
            InReplyTo      => $GetParam{InReplyTo},
            References     => $GetParam{References},
            Charset        => $Self->{LayoutObject}->{UserCharset},
            MimeType       => $MimeType,
            Attachment     => \@AttachmentData,
            %ArticleParam,
        );

        # error page
        if ( !$ArticleID ) {
            return $Self->{LayoutObject}->ErrorScreen();
        }

        # time accounting
        if ( $GetParam{TimeUnits} ) {
            $Self->{TicketObject}->TicketAccountTime(
                TicketID  => $Self->{TicketID},
                ArticleID => $ArticleID,
                TimeUnit  => $GetParam{TimeUnits},
                UserID    => $Self->{UserID},
            );
        }

        # set dynamic fields
        # cycle trough the activated Dynamic Fields for this screen
        DYNAMICFIELD:
        for my $DynamicFieldConfig ( @{ $Self->{DynamicField} } ) {
            next DYNAMICFIELD if !IsHashRefWithData($DynamicFieldConfig);

            # set the object ID (TicketID or ArticleID) depending on the field configration
            my $ObjectID
                = $DynamicFieldConfig->{ObjectType} eq 'Article' ? $ArticleID : $Self->{TicketID};

            # set the value
            my $Success = $Self->{BackendObject}->ValueSet(
                DynamicFieldConfig => $DynamicFieldConfig,
                ObjectID           => $ObjectID,
                Value              => $DynamicFieldValues{ $DynamicFieldConfig->{Name} },
                UserID             => $Self->{UserID},
            );
        }

        # set state
        $Self->{TicketObject}->TicketStateSet(
            TicketID  => $Self->{TicketID},
            ArticleID => $ArticleID,
            StateID   => $GetParam{StateID},
            UserID    => $Self->{UserID},
        );

        # should I set an unlock?
        if ( $StateData{TypeName} =~ /^close/i ) {
            $Self->{TicketObject}->TicketLockSet(
                TicketID => $Self->{TicketID},
                Lock     => 'unlock',
                UserID   => $Self->{UserID},
            );
        }

        # set pending time
        elsif ( $StateData{TypeName} =~ /^pending/i ) {
            $Self->{TicketObject}->TicketPendingTimeSet(
                UserID   => $Self->{UserID},
                TicketID => $Self->{TicketID},
                Year     => $GetParam{Year},
                Month    => $GetParam{Month},
                Day      => $GetParam{Day},
                Hour     => $GetParam{Hour},
                Minute   => $GetParam{Minute},
            );
        }

        # log use response id and reply article id (useful for response diagnostics)
        $Self->{TicketObject}->HistoryAdd(
            Name => "ResponseTemplate ($GetParam{ResponseID}/$GetParam{ReplyArticleID}/$ArticleID)",
            HistoryType  => 'Misc',
            TicketID     => $Self->{TicketID},
            CreateUserID => $Self->{UserID},
        );

        # remove pre submited attachments
        $Self->{UploadCacheObject}->FormIDRemove( FormID => $GetParam{FormID} );

        # redirect
        if ( $StateData{TypeName} =~ /^close/i ) {
            return $Self->{LayoutObject}->PopupClose(
                URL => ( $Self->{LastScreenOverview} || 'Action=AgentDashboard' ),
            );
        }

        # load new URL in parent window and close popup
        return $Self->{LayoutObject}->PopupClose(
            URL => "Action=AgentTicketZoom;TicketID=$Self->{TicketID};ArticleID=$ArticleID",
        );
    }

    # check for SMIME / PGP if customer has changed
    elsif ( $Self->{Subaction} eq 'AJAXUpdate' ) {

        my @ExtendedData;

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

                # load module
                next if !$Self->{MainObject}->Require( $Jobs{$Job}->{Module} );

                my $Object = $Jobs{$Job}->{Module}->new( %{$Self}, Debug => $Self->{Debug}, );

                # get params
                for my $Parameter ( $Object->Option( %GetParam, Config => $Jobs{$Job} ) ) {
                    $GetParam{$Parameter} = $Self->{ParamObject}->GetParam( Param => $Parameter );
                }

                # run module
                my %Data = $Object->Data( %GetParam, Config => $Jobs{$Job} );

                my $Key = $Object->Option( %GetParam, Config => $Jobs{$Job} );
                if ($Key) {
                    push(
                        @ExtendedData,
                        {
                            Name        => $Key,
                            Data        => \%Data,
                            SelectedID  => $GetParam{$Key},
                            Translation => 1,
                            Max         => 100,
                        }
                    );
                }
            }
        }

        my $NextStates = $Self->_GetNextStates(
            %GetParam,
        );

        # update Dynamc Fields Possible Values via AJAX
        my @DynamicFieldAJAX;

        # cycle trough the activated Dynamic Fields for this screen
        DYNAMICFIELD:
        for my $DynamicFieldConfig ( @{ $Self->{DynamicField} } ) {
            next DYNAMICFIELD if !IsHashRefWithData($DynamicFieldConfig);
            next DYNAMICFIELD
                if !$Self->{BackendObject}->IsAJAXUpdateable(
                DynamicFieldConfig => $DynamicFieldConfig,
                );
            next DYNAMICFIELD if $DynamicFieldConfig->{ObjectType} ne 'Ticket';

            my $PossibleValues = $Self->{BackendObject}->AJAXPossibleValuesGet(
                DynamicFieldConfig => $DynamicFieldConfig,
            );

            # set possible values filter from ACLs
            my $ACL = $Self->{TicketObject}->TicketAcl(
                %GetParam,
                Action        => $Self->{Action},
                TicketID      => $Self->{TicketID},
                QueueID       => $Self->{QueueID},
                ReturnType    => 'Ticket',
                ReturnSubType => 'DynamicField_' . $DynamicFieldConfig->{Name},
                Data          => $PossibleValues,
                UserID        => $Self->{UserID},
            );
            if ($ACL) {
                my %Filter = $Self->{TicketObject}->TicketAclData();
                $PossibleValues = \%Filter;
            }

            # add dynamic field to the list of fields to update
            push(
                @DynamicFieldAJAX,
                {
                    Name        => 'DynamicField_' . $DynamicFieldConfig->{Name},
                    Data        => $PossibleValues,
                    SelectedID  => $DynamicFieldValues{ $DynamicFieldConfig->{Name} },
                    Translation => $DynamicFieldConfig->{Config}->{TranslatableValues} || 0,
                    Max         => 100,
                }
            );
        }

        my $JSON = $Self->{LayoutObject}->BuildSelectionJSON(
            [
                @ExtendedData,
                {
                    Name         => 'StateID',
                    Data         => $NextStates,
                    SelectedID   => $GetParam{StateID},
                    Translation  => 1,
                    PossibleNone => 1,
                    Max          => 100,
                },
                @DynamicFieldAJAX,

            ],
        );
        return $Self->{LayoutObject}->Attachment(
            ContentType => 'application/json; charset=' . $Self->{LayoutObject}->{Charset},
            Content     => $JSON,
            Type        => 'inline',
            NoCache     => 1,
        );
    }
    else {
        my $Output = $Self->{LayoutObject}->Header(
            Value => $Ticket{TicketNumber},
            Type  => 'Small',
        );

        # add std. attachments to email
        if ( $GetParam{ResponseID} ) {
            my %AllStdAttachments = $Self->{StdAttachmentObject}->StdAttachmentsByResponseID(
                ID => $GetParam{ResponseID},
            );
            for ( sort keys %AllStdAttachments ) {
                my %Data = $Self->{StdAttachmentObject}->StdAttachmentGet( ID => $_ );
                $Self->{UploadCacheObject}->FormIDAddFile(
                    FormID => $Self->{FormID},
                    %Data,
                );
            }
        }

        # get all attachments meta data
        my @Attachments = $Self->{UploadCacheObject}->FormIDGetAllFilesMeta(
            FormID => $Self->{FormID},
        );

        # get last customer article or selected article ...
        my %Data;
        if ( $GetParam{ArticleID} ) {
            %Data = $Self->{TicketObject}->ArticleGet(
                ArticleID     => $GetParam{ArticleID},
                DynamicFields => 1,
            );
        }
        else {
            %Data = $Self->{TicketObject}->ArticleLastCustomerArticle(
                TicketID      => $Self->{TicketID},
                DynamicFields => 1,
            );
        }

        # check article type and replace To with From (in case)
        if ( $Data{SenderType} !~ /customer/ ) {
            my $To   = $Data{To};
            my $From = $Data{From};

            # set OrigFrom for correct email quoting (xxxx wrote)
            $Data{OrigFrom} = $Data{From};

            # replace From/To, To/From because sender is agent
            $Data{From}    = $To;
            $Data{To}      = $Data{From};
            $Data{ReplyTo} = '';
        }
        else {

            # set OrigFrom for correct email quoting (xxxx wrote)
            $Data{OrigFrom} = $Data{From};
        }

        # build OrigFromName (to only use the realname)
        $Data{OrigFromName} = $Data{OrigFrom};
        $Data{OrigFromName} =~ s/<.*>|\(.*\)|\"|;|,//g;
        $Data{OrigFromName} =~ s/( $)|(  $)//g;

        # get customer data
        my %Customer;
        if ( $Ticket{CustomerUserID} ) {
            %Customer = $Self->{CustomerUserObject}->CustomerUserDataGet(
                User => $Ticket{CustomerUserID}
            );
        }

        # get article to quote
        $Data{Body} = $Self->{LayoutObject}->ArticleQuote(
            TicketID          => $Self->{TicketID},
            ArticleID         => $Data{ArticleID},
            FormID            => $Self->{FormID},
            UploadCacheObject => $Self->{UploadCacheObject},
        );

        if ( $Self->{LayoutObject}->{BrowserRichText} ) {

            # prepare body, subject, ReplyTo ...
            # rewrap body if exists
            if ( $Data{Body} ) {
                $Data{Body} =~ s/\t/ /g;
                my $Quote = $Self->{LayoutObject}->Ascii2Html(
                    Text => $Self->{ConfigObject}->Get('Ticket::Frontend::Quote') || '',
                    HTMLResultMode => 1,
                );
                if ($Quote) {

                    # quote text
                    $Data{Body} = "<blockquote type=\"cite\">$Data{Body}</blockquote>\n";

                    # cleanup not compat. tags
                    $Data{Body} = $Self->{LayoutObject}->RichTextDocumentCleanup(
                        String => $Data{Body},
                    );

                }
                else {
                    $Data{Body} = "<br/>" . $Data{Body};

                    if ( $Data{Created} ) {
                        $Data{Body} = $Self->{LayoutObject}->{LanguageObject}->Get('Date') .
                            ": $Data{Created}<br/>" . $Data{Body};
                    }

                    for (qw(Subject ReplyTo Reply-To Cc To From)) {
                        if ( $Data{$_} ) {
                            $Data{Body} = $Self->{LayoutObject}->{LanguageObject}->Get($_) .
                                ": $Data{$_}<br/>" . $Data{Body};
                        }
                    }

                    my $From = $Self->{LayoutObject}->Ascii2RichText(
                        String => $Data{From},
                    );

                    my $MessageFrom = $Self->{LayoutObject}->{LanguageObject}->Get('Message from');
                    my $EndMessage  = $Self->{LayoutObject}->{LanguageObject}->Get('End message');

                    $Data{Body} = "<br/>---- $MessageFrom $From ---<br/><br/>" . $Data{Body};
                    $Data{Body} .= "<br/>---- $EndMessage ---<br/>";
                }
            }
        }
        else {

            # prepare body, subject, ReplyTo ...
            # rewrap body if exists
            if ( $Data{Body} ) {
                $Data{Body} =~ s/\t/ /g;
                my $Quote = $Self->{ConfigObject}->Get('Ticket::Frontend::Quote');
                if ($Quote) {
                    $Data{Body} =~ s/\n/\n$Quote /g;
                    $Data{Body} = "\n$Quote " . $Data{Body};
                }
                else {
                    $Data{Body} = "\n" . $Data{Body};
                    if ( $Data{Created} ) {
                        $Data{Body} = $Self->{LayoutObject}->{LanguageObject}->Get('Date') .
                            ": $Data{Created}\n" . $Data{Body};
                    }

                    for (qw(Subject ReplyTo Reply-To Cc To From)) {
                        if ( $Data{$_} ) {
                            $Data{Body} = $Self->{LayoutObject}->{LanguageObject}->Get($_) .
                                ": $Data{$_}\n" . $Data{Body};
                        }
                    }

                    my $MessageFrom = $Self->{LayoutObject}->{LanguageObject}->Get('Message from');
                    my $EndMessage  = $Self->{LayoutObject}->{LanguageObject}->Get('End message');

                    $Data{Body} = "\n---- $MessageFrom $Data{From} ---\n\n" . $Data{Body};
                    $Data{Body} .= "\n---- $EndMessage ---\n";
                }
            }
        }

        # check if Cc recipients should be used
        if ( $Self->{ConfigObject}->Get('Ticket::Frontend::ComposeExcludeCcRecipients') ) {
            $Data{Cc} = '';
        }

        # add not local To addresses to Cc
        for my $Email ( Mail::Address->parse( $Data{To} ) ) {
            my $IsLocal = $Self->{SystemAddress}->SystemAddressIsLocalAddress(
                Address => $Email->address(),
            );
            if ( !$IsLocal ) {
                if ( $Data{Cc} ) {
                    $Data{Cc} .= ', ';
                }
                $Data{Cc} .= $Email->format();
            }
        }

        # check ReplyTo
        if ( $Data{ReplyTo} ) {
            $Data{To} = $Data{ReplyTo};
        }
        else {
            $Data{To} = $Data{From};

            # try to remove some wrong text to from line (by way of ...)
            # added by some strange mail programs on bounce
            $Data{To} =~ s/(.+?\<.+?\@.+?\>)\s+\(by\s+way\s+of\s+.+?\)/$1/ig;
        }

        # get to email (just "some@example.com")
        for my $Email ( Mail::Address->parse( $Data{To} ) ) {
            $Data{ToEmail} = $Email->address();
        }

        # only reply to sender
        if ( !$GetParam{ReplyAll} ) {
            $Data{Cc}  = '';
            $Data{Bcc} = '';
        }

        # use customer database email
        if ( $Self->{ConfigObject}->Get('Ticket::Frontend::ComposeAddCustomerAddress') ) {

            # check if customer is in recipient list
            if ( $Customer{UserEmail} && $Data{ToEmail} !~ /^\Q$Customer{UserEmail}\E$/i ) {

                # replace To with customers database address
                if ( $Self->{ConfigObject}->Get('Ticket::Frontend::ComposeReplaceSenderAddress') ) {
                    $Output .= $Self->{LayoutObject}->Notify(
                        Data => $Self->{LayoutObject}->{LanguageObject}->Get(
                            'Address %s replaced with registered customer address.", "'
                                . $Data{ToEmail}
                        ),

                    );
                    $Data{To} = $Customer{UserEmail};
                }

                # add customers database address to Cc
                else {
                    $Output .= $Self->{LayoutObject}->Notify(
                        Info => "Customer automatically added in Cc.",
                    );
                    if ( $Data{Cc} ) {
                        $Data{Cc} .= ', ' . $Customer{UserEmail};
                    }
                    else {
                        $Data{Cc} = $Customer{UserEmail};
                    }
                }
            }
        }

        # find duplicate addresses
        my %Recipient;
        for my $Type (qw(To Cc Bcc)) {
            if ( $Data{$Type} ) {
                my $NewLine = '';
                for my $Email ( Mail::Address->parse( $Data{$Type} ) ) {
                    my $Address = lc $Email->address();

                    # only use email addresses with @ inside
                    if ( $Address && $Address =~ /@/ && !$Recipient{$Address} ) {
                        $Recipient{$Address} = 1;
                        my $IsLocal = $Self->{SystemAddress}->SystemAddressIsLocalAddress(
                            Address => $Address,
                        );
                        if ( !$IsLocal ) {
                            if ($NewLine) {
                                $NewLine .= ', ';
                            }
                            $NewLine .= $Email->format();
                        }
                    }
                }
                $Data{$Type} = $NewLine;
            }
        }

        # get template
        my $TemplateGenerator = Kernel::System::TemplateGenerator->new( %{$Self} );
        my %Response          = $TemplateGenerator->Response(
            TicketID   => $Self->{TicketID},
            ArticleID  => $GetParam{ArticleID},
            ResponseID => $GetParam{ResponseID},
            Data       => \%Data,
            UserID     => $Self->{UserID},
        );

        $Data{Salutation} = $Response{Salutation};
        $Data{Signature}  = $Response{Signature};

        # use key StdResponse to pass the data to the template for legacy reasons,
        #   because existing systems may have it in their configuration as that was
        #   the key used before the internal switch to StandardResponse
        $Data{StdResponse} = $Response{StandardResponse};

        %Data = $TemplateGenerator->Attributes(
            TicketID   => $Self->{TicketID},
            ArticleID  => $GetParam{ArticleID},
            ResponseID => $GetParam{ResponseID},
            Data       => \%Data,
            UserID     => $Self->{UserID},
        );

        my $ResponseFormat = $Self->{ConfigObject}->Get('Ticket::Frontend::ResponseFormat')
            || '$QData{"Salutation"}
$QData{"OrigFrom"} $Text{"wrote"}:
$QData{"Body"}

$QData{"StdResponse"}

$QData{"Signature"}
';

        # make sure body is rich text
        my %DataHTML = %Data;
        if ( $Self->{LayoutObject}->{BrowserRichText} ) {
            $ResponseFormat = $Self->{LayoutObject}->Ascii2RichText(
                String => $ResponseFormat,
            );

            # restore qdata formatting for Output replacement
            $ResponseFormat =~ s/&quot;/"/gi;

            # html quote to have it correct in edit area
            $ResponseFormat = $Self->{LayoutObject}->Ascii2Html(
                Text => $ResponseFormat,
            );

            # restore qdata formatting for Output replacement
            $ResponseFormat =~ s/&quot;/"/gi;

            # quote all non html content to have it correct in edit area
            for my $Key ( keys %DataHTML ) {
                next if !$DataHTML{$Key};
                next if $Key eq 'Salutation';
                next if $Key eq 'Body';
                next if $Key eq 'StdResponse';
                next if $Key eq 'Signature';
                $DataHTML{$Key} = $Self->{LayoutObject}->Ascii2RichText(
                    String => $DataHTML{$Key},
                );
            }
        }

        # build new repsonse format based on template
        $Data{ResponseFormat} = $Self->{LayoutObject}->Output(
            Template => $ResponseFormat,
            Data => { %Param, %DataHTML },
        );

        # check some values
        my %Error;
        for my $Line (qw(To Cc Bcc)) {
            next if !$Data{$Line};
            for my $Email ( Mail::Address->parse( $Data{$Line} ) ) {
                if ( !$Self->{CheckItemObject}->CheckEmail( Address => $Email->address() ) ) {
                    $Error{ $Line . "Invalid" } = " ServerError"
                }
            }
        }
        if ( $Data{From} ) {
            for my $Email ( Mail::Address->parse( $Data{From} ) ) {
                if ( !$Self->{CheckItemObject}->CheckEmail( Address => $Email->address() ) ) {
                    $Error{"FromInvalid"} .= $Self->{CheckItemObject}->CheckError();
                }
            }
        }

        # create html strings for all dynamic fields
        my %DynamicFieldHTML;

        # cycle trough the activated Dynamic Fields for this screen
        DYNAMICFIELD:
        for my $DynamicFieldConfig ( @{ $Self->{DynamicField} } ) {
            next DYNAMICFIELD if !IsHashRefWithData($DynamicFieldConfig);

            my $PossibleValuesFilter;

            # check if field has PossibleValues property in its configuration
            if ( IsHashRefWithData( $DynamicFieldConfig->{Config}->{PossibleValues} ) ) {

                # set possible values filter from ACLs
                my $ACL = $Self->{TicketObject}->TicketAcl(
                    %GetParam,
                    Action        => $Self->{Action},
                    TicketID      => $Self->{TicketID},
                    ReturnType    => 'Ticket',
                    ReturnSubType => 'DynamicField_' . $DynamicFieldConfig->{Name},
                    Data          => $DynamicFieldConfig->{Config}->{PossibleValues},
                    UserID        => $Self->{UserID},
                );
                if ($ACL) {
                    my %Filter = $Self->{TicketObject}->TicketAclData();
                    $PossibleValuesFilter = \%Filter;
                }
            }

            # to store dynamic field value from database (or undefined)
            my $Value;

            # only get values for Ticket fields (all screens based on AgentTickeActionCommon
            # generates a new article, then article fields will be always empty at the beginign)
            if ( $DynamicFieldConfig->{ObjectType} eq 'Ticket' ) {

                # get value stored on the database from Ticket
                $Value = $Ticket{ 'DynamicField_' . $DynamicFieldConfig->{Name} };
            }

            # get field html
            $DynamicFieldHTML{ $DynamicFieldConfig->{Name} } =
                $Self->{BackendObject}->EditFieldRender(
                DynamicFieldConfig   => $DynamicFieldConfig,
                PossibleValuesFilter => $PossibleValuesFilter,
                Value                => $Value,
                Mandatory =>
                    $Self->{Config}->{DynamicField}->{ $DynamicFieldConfig->{Name} } == 2,
                LayoutObject    => $Self->{LayoutObject},
                ParamObject     => $Self->{ParamObject},
                AJAXUpdate      => 1,
                UpdatableFields => $Self->_GetFieldsToUpdate(),
                );
        }

        # build references if exist
        my $References = ( $Data{MessageID} || '' ) . ( $Data{References} || '' );

        # build view ...
        $Output .= $Self->_Mask(
            TicketID   => $Self->{TicketID},
            NextStates => $Self->_GetNextStates(
                %GetParam,
            ),
            Attachments         => \@Attachments,
            Errors              => \%Error,
            MultipleCustomer    => \@MultipleCustomer,
            MultipleCustomerCc  => \@MultipleCustomerCc,
            MultipleCustomerBcc => \@MultipleCustomerBcc,
            GetParam            => \%GetParam,
            ResponseID          => $GetParam{ResponseID},
            ReplyArticleID      => $GetParam{ArticleID},
            %Ticket,
            %Data,
            InReplyTo        => $Data{MessageID},
            References       => "$References",
            TicketBackType   => $TicketBackType,
            DynamicFieldHTML => \%DynamicFieldHTML,
        );
        $Output .= $Self->{LayoutObject}->Footer(
            Type => 'Small',
        );
        return $Output;
    }
}

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

    # get next states
    my %NextStates = $Self->{TicketObject}->TicketStateList(
        %Param,
        Action   => $Self->{Action},
        TicketID => $Self->{TicketID},
        UserID   => $Self->{UserID},
    );
    return \%NextStates;
}

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

    my $DynamicFieldNames = $Self->_GetFieldsToUpdate(
        OnlyDynamicFields => 1
    );

    # create a string with the quoted dynamic field names separated by a commas
    if ( IsArrayRefWithData($DynamicFieldNames) ) {
        my $FirstItem = 1;
        FIELD:
        for my $Field ( @{$DynamicFieldNames} ) {
            if ($FirstItem) {
                $FirstItem = 0;
            }
            else {
                $Param{DynamicFieldNamesStrg} .= ', ';
            }
            $Param{DynamicFieldNamesStrg} .= "'" . $Field . "'";
        }
    }

    my %State;
    if ( $Param{GetParam}->{StateID} ) {
        $State{SelectedID} = $Param{GetParam}->{StateID};
    }
    else {
        $State{SelectedValue} = $Param{NextState} || $Self->{Config}->{StateDefault};
    }
    $Param{NextStatesStrg} = $Self->{LayoutObject}->BuildSelection(
        Data         => $Param{NextStates},
        Name         => 'StateID',
        PossibleNone => 1,
        %State,
        %Param,
    );

    # build customer search autocomplete field
    my $AutoCompleteConfig
        = $Self->{ConfigObject}->Get('Ticket::Frontend::CustomerSearchAutoComplete');
    $Self->{LayoutObject}->Block(
        Name => 'CustomerSearchAutoComplete',
        Data => {
            ActiveAutoComplete  => $AutoCompleteConfig->{Active},
            minQueryLength      => $AutoCompleteConfig->{MinQueryLength} || 2,
            queryDelay          => $AutoCompleteConfig->{QueryDelay} || 100,
            maxResultsDisplayed => $AutoCompleteConfig->{MaxResultsDisplayed} || 20,
        },
    );

    # prepare errors!
    if ( $Param{Errors} ) {
        for ( keys %{ $Param{Errors} } ) {
            $Param{$_} = $Self->{LayoutObject}->Ascii2Html( Text => $Param{Errors}->{$_} );
        }
    }

    # pending data string
    $Param{PendingDateString} = $Self->{LayoutObject}->BuildDateSelection(
        %Param,
        Format           => 'DateInputFormatLong',
        YearPeriodPast   => 0,
        YearPeriodFuture => 5,
        DiffTime         => $Self->{ConfigObject}->Get('Ticket::Frontend::PendingDiffTime') || 0,
        Class            => $Param{Errors}->{DateInvalid} || ' ',
        Validate         => 1,
        ValidateDateInFuture => 1,
    );

    # Multiple-Autocomplete
    $Param{To} = ( scalar @{ $Param{MultipleCustomer} } ? '' : $Param{To} );
    if ( defined $Param{To} && $Param{To} ne '' ) {
        $Param{ToInvalid} = ''
    }

    $Param{Cc} = ( scalar @{ $Param{MultipleCustomerCc} } ? '' : $Param{Cc} );
    if ( defined $Param{Cc} && $Param{Cc} ne '' ) {
        $Param{CcInvalid} = ''
    }

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

    # Cc
    my $CustomerCounterCc = 0;
    if ( $Param{MultipleCustomerCc} ) {
        for my $Item ( @{ $Param{MultipleCustomerCc} } ) {
            $Self->{LayoutObject}->Block(
                Name => 'CcMultipleCustomer',
                Data => $Item,
            );
            $Self->{LayoutObject}->Block(
                Name => 'Cc' . $Item->{CustomerErrorMsg},
                Data => $Item,
            );
            if ( $Item->{CustomerError} ) {
                $Self->{LayoutObject}->Block(
                    Name => 'CcCustomerErrorExplantion',
                );
            }
            $CustomerCounterCc++;
        }
    }

    # set customer counter
    $Self->{LayoutObject}->Block(
        Name => 'CcMultipleCustomerCounter',
        Data => {
            CustomerCounter => $CustomerCounterCc,
        },
    );

    # Bcc
    my $CustomerCounterBcc = 0;
    if ( $Param{MultipleCustomerBcc} ) {
        for my $Item ( @{ $Param{MultipleCustomerBcc} } ) {
            $Self->{LayoutObject}->Block(
                Name => 'BccMultipleCustomer',
                Data => $Item,
            );
            $Self->{LayoutObject}->Block(
                Name => 'Bcc' . $Item->{CustomerErrorMsg},
                Data => $Item,
            );
            if ( $Item->{CustomerError} ) {
                $Self->{LayoutObject}->Block(
                    Name => 'BccCustomerErrorExplantion',
                );
            }
            $CustomerCounterBcc++;
        }
    }

    # set customer counter
    $Self->{LayoutObject}->Block(
        Name => 'BccMultipleCustomerCounter',
        Data => {
            CustomerCounter => $CustomerCounterBcc++,
        },
    );

    # To
    my $CustomerCounter = 0;
    if ( $Param{MultipleCustomer} ) {
        for my $Item ( @{ $Param{MultipleCustomer} } ) {
            $Self->{LayoutObject}->Block(
                Name => 'MultipleCustomer',
                Data => $Item,
            );
            $Self->{LayoutObject}->Block(
                Name => $Item->{CustomerErrorMsg},
                Data => $Item,
            );
            if ( $Item->{CustomerError} ) {
                $Self->{LayoutObject}->Block(
                    Name => 'CustomerErrorExplantion',
                );
            }
            $CustomerCounter++;
        }
    }

    # set customer counter
    $Self->{LayoutObject}->Block(
        Name => 'MultipleCustomerCounter',
        Data => {
            CustomerCounter => $CustomerCounter,
        },
    );

    if ( $Param{ToInvalid} && $Param{Errors} ) {
        $Self->{LayoutObject}->Block(
            Name => 'ToServerErrorMsg',
        );
    }

    # set preselected values for Cc field
    if ( $Param{Cc} && $Param{Cc} ne '' && !$CustomerCounterCc ) {
        $Self->{LayoutObject}->Block(
            Name => 'PreFilledCc',
        );

        # split To values
        for my $Email ( Mail::Address->parse( $Param{Cc} ) ) {
            $Self->{LayoutObject}->Block(
                Name => 'PreFilledCcRow',
                Data => {
                    Email => $Email->address(),
                },
            );
        }
        $Param{Cc} = '';
    }

    # set preselected values for To field
    if ( $Param{To} ne '' && !$CustomerCounter ) {
        $Self->{LayoutObject}->Block(
            Name => 'PreFilledTo',
        );

        # split To values
        for my $Email ( Mail::Address->parse( $Param{To} ) ) {
            $Self->{LayoutObject}->Block(
                Name => 'PreFilledToRow',
                Data => {
                    Email => $Email->address(),
                },
            );
        }
        $Param{To} = '';
    }

    $Self->{LayoutObject}->Block(
        Name => $Param{TicketBackType},
        Data => {

            #            FormID => $Self->{FormID},
            %Param,
        },
    );

    # run compose modules
    if ( ref $Self->{ConfigObject}->Get('Ticket::Frontend::ArticleComposeModule') eq 'HASH' ) {
        my %Jobs = %{ $Self->{ConfigObject}->Get('Ticket::Frontend::ArticleComposeModule') };
        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}, Debug => $Self->{Debug}, );

            # get params
            for ( sort keys %{ $Param{GetParam} } ) {
                if ( !$Param{GetParam}->{$_} && $Param{$_} ) {
                    $Param{GetParam}->{$_} = $Param{$_};
                }
            }
            for ( $Object->Option( %Param, %{ $Param{GetParam} }, Config => $Jobs{$Job} ) ) {
                $Param{GetParam}->{$_} = $Self->{ParamObject}->GetParam( Param => $_ );
            }

            # run module
            $Object->Run( %Param, %{ $Param{GetParam} }, Config => $Jobs{$Job} );

            # get errors
            %{ $Param{Errors} } = (
                %{ $Param{Errors} },
                $Object->Error( %{ $Param{GetParam} }, Config => $Jobs{$Job} )
            );
        }
    }

    # Dynamic fields
    # cycle trough the activated Dynamic Fields for this screen
    DYNAMICFIELD:
    for my $DynamicFieldConfig ( @{ $Self->{DynamicField} } ) {
        next DYNAMICFIELD if !IsHashRefWithData($DynamicFieldConfig);

        # skip fields that HTML could not be retrieved
        next DYNAMICFIELD if !IsHashRefWithData(
            $Param{DynamicFieldHTML}->{ $DynamicFieldConfig->{Name} }
        );

        # get the html strings form $Param
        my $DynamicFieldHTML = $Param{DynamicFieldHTML}->{ $DynamicFieldConfig->{Name} };

        $Self->{LayoutObject}->Block(
            Name => 'DynamicField',
            Data => {
                Name  => $DynamicFieldConfig->{Name},
                Label => $DynamicFieldHTML->{Label},
                Field => $DynamicFieldHTML->{Field},
            },
        );

        # example of dynamic fields order customization
        $Self->{LayoutObject}->Block(
            Name => 'DynamicField_' . $DynamicFieldConfig->{Name},
            Data => {
                Name  => $DynamicFieldConfig->{Name},
                Label => $DynamicFieldHTML->{Label},
                Field => $DynamicFieldHTML->{Field},
            },
        );
    }

    # show time accounting box
    if ( $Self->{ConfigObject}->Get('Ticket::Frontend::AccountTime') ) {
        if ( $Self->{ConfigObject}->Get('Ticket::Frontend::NeedAccountedTime') ) {
            $Self->{LayoutObject}->Block(
                Name => 'TimeUnitsLabelMandatory',
                Data => \%Param,
            );
            $Param{TimeUnitsRequired} = 'Validate_Required';
        }
        else {
            $Self->{LayoutObject}->Block(
                Name => 'TimeUnitsLabel',
                Data => \%Param,
            );
            $Param{TimeUnitsRequired} = '';
        }
        $Self->{LayoutObject}->Block(
            Name => 'TimeUnits',
            Data => \%Param,
        );
    }

    my $ShownOptionsBlock;

    # show spell check
    if ( $Self->{LayoutObject}->{BrowserSpellChecker} ) {

        # check if need to call Options block
        if ( !$ShownOptionsBlock ) {
            $Self->{LayoutObject}->Block(
                Name => 'TicketOptions',
                Data => {},
            );

            # set flag to "true" in order to prevent calling the Options block again
            $ShownOptionsBlock = 1;
        }

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

    # show address book
    if ( $Self->{LayoutObject}->{BrowserJavaScriptSupport} ) {

        # check if need to call Options block
        if ( !$ShownOptionsBlock ) {
            $Self->{LayoutObject}->Block(
                Name => 'TicketOptions',
                Data => {},
            );

            # set flag to "true" in order to prevent calling the Options block again
            $ShownOptionsBlock = 1;
        }

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

    # add rich text editor
    if ( $Self->{LayoutObject}->{BrowserRichText} ) {
        $Self->{LayoutObject}->Block(
            Name => 'RichText',
            Data => \%Param,
        );
    }

    # show attachments
    for my $Attachment ( @{ $Param{Attachments} } ) {
        next if $Attachment->{ContentID} && $Self->{LayoutObject}->{BrowserRichText};
        $Self->{LayoutObject}->Block(
            Name => 'Attachment',
            Data => $Attachment,
        );
    }

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

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

    my @UpdatableFields;

    # set the fields that can be updatable via AJAXUpdate
    if ( !$Param{OnlyDynamicFields} ) {
        @UpdatableFields = qw( StateID );
    }

    # cycle trough the activated Dynamic Fields for this screen
    DYNAMICFIELD:
    for my $DynamicFieldConfig ( @{ $Self->{DynamicField} } ) {
        next DYNAMICFIELD if !IsHashRefWithData($DynamicFieldConfig);

        my $Updateable = $Self->{BackendObject}->IsAJAXUpdateable(
            DynamicFieldConfig => $DynamicFieldConfig,
        );

        next DYNAMICFIELD if !$Updateable;

        push @UpdatableFields, 'DynamicField_' . $DynamicFieldConfig->{Name};
    }

    return \@UpdatableFields;
}

1;
