have reading the source code,
found the answer,
The condition is
For Bounce Link
(senderType = customer and articleType is not begin with note.) or
(articleType is email-external.)
For Split Link
(senderType = customer) and (articleType is not begin with note).
<!-- dtl:block:AgentArticleComBounce -->
<dtl if ($Data{"ArticleType"} eq "email-external") {
$Data{"ArticleBounceString"} = "Bounce"; }>
<dtl if ($Data{"SenderType"} ne "customer") {
$Data{"ArticleBounceString"} = ""; }>
<a
href="$Env{"Baselink"}Action=AgentTicketBounce&TicketID=$Data{"TicketID"}&ArticleID=$Data{"ArticleID"}&QueueID=$Data{"QueueID"}"
onmouseover="window.status='$JSText{"Bounce"}'; return true;"
onmouseout="window.status='';">$Text{"$Data{"ArticleBounceString"}"}</a>
<!-- dtl:block:AgentArticleComBounce -->
# check if split should be shown
<!-- dtl:block:AgentArticleComPhone -->
<dtl if ($Data{"SenderType"} eq "customer") {
$Data{"ArticleSplitString"} = "Split"; }>
<a
href="$Env{"Baselink"}Action=AgentTicketPhone&ArticleID=$Data{"ArticleID"}&QueueID=$Data{"QueueID"}&LinkTicketID=$QData{"TicketID"}"
onmouseover="window.status='$JSText{"Split"}'; return true;"
onmouseout="window.status='';">$Text{"$Data{"ArticleSplitString"}"}</a>
<!-- dtl:block:AgentArticleComPhone -->
# select the output template
if ( $Article{ArticleType} =~ /^note/i ) {
# without compose links!
if (
$Param{CustomerUserID}
&& $Param{CustomerUserID} =~ /^$Self->{UserLogin}$/i
&& $Self->{ConfigObject}->Get('Ticket::AgentCanBeCustomer')
)
{
$Self->{LayoutObject}->Block(
Name => 'AgentIsCustomer',
Data => { %Param, %Article, %AclAction },
);
}
$Self->{LayoutObject}->Block(
Name => 'AgentArticleCom',
Data => { %Param, %Article, %AclAction },
);
# check if print link should be shown
if (
$Self->{ConfigObject}->Get('Frontend::Module')->{AgentTicketPrint}
&& ( !defined( $AclAction{AgentTicketPrint} ) ||
$AclAction{AgentTicketPrint} )
)
{
my $OK = $Self->{TicketObject}->Permission(
Type => 'ro',
TicketID => $Param{TicketID},
UserID => $Self->{UserID},
LogNo => 1,
);
if ($OK) {
$Self->{LayoutObject}->Block(
Name => 'AgentArticleComPrint',
Data => { %Param, %Article, %AclAction },
);
}
}
}
else {
# without all!
if (
$Param{CustomerUserID}
&& $Param{CustomerUserID} =~ /^$Self->{UserLogin}$/i
&& $Self->{ConfigObject}->Get('Ticket::AgentCanBeCustomer')
)
{
$Self->{LayoutObject}->Block(
Name => 'AgentIsCustomer',
Data => { %Param, %Article, %AclAction },
);
}
On Thu, May 21, 2009 at 8:57 AM, Jeffery Chen Fan <[email protected]>wrote:
> what means articles from customers?
> phone-ticket ? email-ticket ? customer web interface ?
>
>
> On Wed, May 20, 2009 at 5:52 PM, Arlene Wu <[email protected]>wrote:
>
>> Only articles from customers could be split and bounced.
>>
>
>
>
> --
> Jeffery
> ___
> /\__\ "What is the world coming to?"
> \/__/
>
>
>
>
--
Jeffery
___
/\__\ "What is the world coming to?"
\/__/
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