# --
# Kernel/Modules/AgentTicketEmail.pm - to compose initial email to customer
# Copyright (C) 2001-2014 OTRS AG, http://otrs.com/
# --
# 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::AgentTicketEmail;
## nofilter(TidyAll::Plugin::OTRS::Perl::DBObject)

use strict;
use warnings;

use Mail::Address;

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

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

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

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

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

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

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

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

    $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 ) = @_;

    my $Output;

    # store last queue screen
    if ( $Self->{LastScreenOverview} && $Self->{LastScreenOverview} !~ /Action=AgentTicketEmail/ ) {
        $Self->{SessionObject}->UpdateSessionID(
            SessionID => $Self->{SessionID},
            Key       => 'LastScreenOverview',
            Value     => $Self->{RequestedURL},
        );
    }

    # get params
    my %GetParam;
    for my $Key (
        qw(Year Month Day Hour Minute To Cc Bcc TimeUnits PriorityID Subject Body
        TypeID ServiceID SLAID OwnerAll ResponsibleAll NewResponsibleID NewUserID
        NextStateID StandardTemplateID
        )
        )
    {
        $GetParam{$Key} = $Self->{ParamObject}->GetParam( Param => $Key );
    }

    # ACL compatibility translation
    my %ACLCompatGetParam;
    $ACLCompatGetParam{OwnerID} = $GetParam{NewUserID};

    # If is an action about attachments
    my $IsUpload = ( $Self->{ParamObject}->GetParam( Param => 'AttachmentUpload' ) ? 1 : 0 );

    # hash for check duplicated entries
    my %AddressesList;

    # MultipleCustomer To-field
    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 )
                || '';

            if ($CustomerElement) {

                if ( $GetParam{To} ) {
                    $GetParam{To} .= ', ' . $CustomerElement;
                }
                else {
                    $GetParam{To} = $CustomerElement;
                }

                my $CustomerErrorMsg = 'CustomerGenericServerErrorMsg';
                my $CustomerError    = '';
                my $CustomerDisabled = '';
                my $CountAux         = $CustomerCounter++;

                if ( !$IsUpload ) {

                    # check email address
                    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';
                    }

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

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

    # MultipleCustomer Cc-field
    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 )
                || '';

            if ($CustomerElementCc) {
                my $CustomerErrorMsgCc = 'CustomerGenericServerErrorMsg';
                my $CustomerErrorCc    = '';
                my $CustomerDisabledCc = '';
                my $CountAuxCc         = $CustomerCounterCc++;

                if ( !$IsUpload ) {

                    if ( $GetParam{Cc} ) {
                        $GetParam{Cc} .= ', ' . $CustomerElementCc;
                    }
                    else {
                        $GetParam{Cc} = $CustomerElementCc;
                    }

                    # check email address
                    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';
                    }

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

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

    # MultipleCustomer Bcc-field
    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 )
                || '';

            if ($CustomerElementBcc) {

                my $CustomerDisabledBcc = '';
                my $CountAuxBcc         = $CustomerCounterBcc++;
                my $CustomerErrorMsgBcc = 'CustomerGenericServerErrorMsg';
                my $CustomerErrorBcc    = '';
                if ( !$IsUpload ) {

                    if ( $GetParam{Bcc} ) {
                        $GetParam{Bcc} .= ', ' . $CustomerElementBcc;
                    }
                    else {
                        $GetParam{Bcc} = $CustomerElementBcc;
                    }

                    # check email address
                    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';
                    }

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

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

    # set an empty value if not defined
    $GetParam{Cc}  = '' if !defined $GetParam{Cc};
    $GetParam{Bcc} = '' if !defined $GetParam{Bcc};

    # get Dynamic fields form ParamObject
    my %DynamicFieldValues;

    # cycle through 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 $DynamicField ( sort keys %DynamicFieldValues ) {
        next DYNAMICFIELD if !$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,
        );
    }

    if ( !$Self->{Subaction} || $Self->{Subaction} eq 'Created' ) {

        # header
        $Output .= $Self->{LayoutObject}->Header();
        $Output .= $Self->{LayoutObject}->NavigationBar();

        # if there is no ticket id!
        if ( !$Self->{TicketID} || ( $Self->{TicketID} && $Self->{Subaction} eq 'Created' ) ) {

            # notify info
            if ( $Self->{TicketID} ) {
                my %Ticket = $Self->{TicketObject}->TicketGet( TicketID => $Self->{TicketID} );
                $Output .= $Self->{LayoutObject}->Notify(
                    Info => 'Ticket "%s" created!", "' . $Ticket{TicketNumber},
                    Link => '$Env{"Baselink"}Action=AgentTicketZoom;TicketID=' . $Ticket{TicketID},
                );
            }

            # get user preferences
            my %UserPreferences = $Self->{UserObject}->GetUserData(
                UserID => $Self->{UserID},
            );

            # store the dynamic fields default values or used specific default values to be used as
            # ACLs info for all fields
            my %DynamicFieldDefaults;

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

                # get default value from dynamic field config (if any)
                my $DefaultValue = $DynamicFieldConfig->{Config}->{DefaultValue} || '';

                # override the value from user preferences if is set
                if ( $UserPreferences{ 'UserDynamicField_' . $DynamicFieldConfig->{Name} } ) {
                    $DefaultValue
                        = $UserPreferences{ 'UserDynamicField_' . $DynamicFieldConfig->{Name} };
                }

                next DYNAMICFIELD if $DefaultValue eq '';
                next DYNAMICFIELD
                    if ref $DefaultValue eq 'ARRAY' && !IsArrayRefWithData($DefaultValue);

                $DynamicFieldDefaults{ 'DynamicField_' . $DynamicFieldConfig->{Name} }
                    = $DefaultValue;
            }
            $GetParam{DynamicField} = \%DynamicFieldDefaults;

            # get split article if given
            # create html strings for all dynamic fields
            my %DynamicFieldHTML;

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

                my $PossibleValuesFilter;

                my $IsACLReducible = $Self->{BackendObject}->HasBehavior(
                    DynamicFieldConfig => $DynamicFieldConfig,
                    Behavior           => 'IsACLReducible',
                );

                if ($IsACLReducible) {

                    # get PossibleValues
                    my $PossibleValues = $Self->{BackendObject}->PossibleValuesGet(
                        DynamicFieldConfig => $DynamicFieldConfig,
                    );

                    # check if field has PossibleValues property in its configuration
                    if ( IsHashRefWithData($PossibleValues) ) {

                    # convert possible values key => value to key => key for ACLs using a Hash slice
                        my %AclData = %{$PossibleValues};
                        @AclData{ keys %AclData } = keys %AclData;

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

                            # convert Filer key => key back to key => value using map
                            %{$PossibleValuesFilter}
                                = map { $_ => $PossibleValues->{$_} }
                                keys %Filter;
                        }
                    }
                }

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

                # override the value from user preferences if is set
                if ( $UserPreferences{ 'UserDynamicField_' . $DynamicFieldConfig->{Name} } ) {
                    $Value = $UserPreferences{ 'UserDynamicField_' . $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(),
                    );
            }

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

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

            # get and format default subject and body
            my $Subject = $Self->{LayoutObject}->Output(
                Template => $Self->{Config}->{Subject} || '',
            );

            my $Body = $Self->{LayoutObject}->Output(
                Template => $Self->{Config}->{Body} || '',
            );

            # make sure body is rich text
            if ( $Self->{LayoutObject}->{BrowserRichText} ) {
                $Body = $Self->{LayoutObject}->Ascii2RichText(
                    String => $Body,
                );
            }

            # html output
            my $Services = $Self->_GetServices(
                QueueID => $Self->{QueueID} || 1,
            );
            my $SLAs = $Self->_GetSLAs(
                QueueID => $Self->{QueueID} || 1,
                Services => $Services,
                %GetParam,
                %ACLCompatGetParam,
            );
            $Output .= $Self->_MaskEmailNew(
                QueueID    => $Self->{QueueID},
                NextStates => $Self->_GetNextStates(
                    %GetParam,
                    %ACLCompatGetParam,
                    QueueID => $Self->{QueueID} || 1
                ),
                Priorities => $Self->_GetPriorities(
                    %GetParam,
                    %ACLCompatGetParam,
                    QueueID => $Self->{QueueID} || 1
                ),
                Types => $Self->_GetTypes(
                    %GetParam,
                    %ACLCompatGetParam,
                    QueueID => $Self->{QueueID} || 1
                ),
                Services          => $Services,
                SLAs              => $SLAs,
                StandardTemplates => $Self->_GetStandardTemplates(
                    %GetParam,
                    %ACLCompatGetParam,
                    QueueID => $Self->{QueueID} || '',
                ),
                Users => $Self->_GetUsers(
                    %GetParam,
                    %ACLCompatGetParam,
                    QueueID => $Self->{QueueID}
                ),
                ResponsibleUsers => $Self->_GetResponsibles(
                    %GetParam,
                    %ACLCompatGetParam,
                    QueueID => $Self->{QueueID}
                ),
                FromList => $Self->_GetTos(
                    %GetParam,
                    %ACLCompatGetParam,
                    QueueID => $Self->{QueueID}
                ),
                To                => '',
                Subject           => $Subject,
                Body              => $Body,
                CustomerID        => '',
                CustomerUser      => '',
                CustomerData      => {},
                TimeUnitsRequired => (
                    $Self->{ConfigObject}->Get('Ticket::Frontend::NeedAccountedTime')
                    ? 'Validate_Required'
                    : ''
                ),
                DynamicFieldHTML    => \%DynamicFieldHTML,
                MultipleCustomer    => \@MultipleCustomer,
                MultipleCustomerCc  => \@MultipleCustomerCc,
                MultipleCustomerBcc => \@MultipleCustomerBcc,
            );
        }

        $Output .= $Self->{LayoutObject}->Footer();
        return $Output;
    }

    # deliver signature
    elsif ( $Self->{Subaction} eq 'Signature' ) {
        my $QueueID = $Self->{ParamObject}->GetParam( Param => 'QueueID' );
        if ( !$QueueID ) {
            my $Dest = $Self->{ParamObject}->GetParam( Param => 'Dest' ) || '';
            ($QueueID) = split( /\|\|/, $Dest );
        }

        # start with empty signature (no queue selected) - if we have a queue, get the sig.
        my $Signature = '';
        if ($QueueID) {
            $Signature = $Self->_GetSignature( QueueID => $QueueID );
        }
        my $MimeType = 'text/plain';
        if ( $Self->{LayoutObject}->{BrowserRichText} ) {
            $MimeType  = 'text/html';
            $Signature = $Self->{LayoutObject}->RichTextDocumentComplete(
                String => $Signature,
            );
        }

        return $Self->{LayoutObject}->Attachment(
            ContentType => $MimeType . '; charset=' . $Self->{LayoutObject}->{Charset},
            Content     => $Signature,
            Type        => 'inline',
            NoCache     => 1,
        );
    }

    # create new ticket and article
    elsif ( $Self->{Subaction} eq 'StoreNew' ) {

        my %Error;
        my $NextStateID = $Self->{ParamObject}->GetParam( Param => 'NextStateID' ) || '';
        my %StateData;
        if ($NextStateID) {
            %StateData = $Self->{TicketObject}->{StateObject}->StateGet( ID => $NextStateID, );
        }
        my $NextState        = $StateData{Name};
        my $NewResponsibleID = $Self->{ParamObject}->GetParam( Param => 'NewResponsibleID' ) || '';
        my $NewUserID        = $Self->{ParamObject}->GetParam( Param => 'NewUserID' ) || '';
        my $Dest             = $Self->{ParamObject}->GetParam( Param => 'Dest' ) || '';

        # see if only a name has been passed
        if ( $Dest && $Dest !~ m{ \A (\d+)? \| \| .+ \z }xms ) {

            # see if we can get an ID for this queue name
            my $DestID = $Self->{QueueObject}->QueueLookup(
                Queue => $Dest,
            );

            if ($DestID) {
                $Dest = $DestID . '||' . $Dest;
            }
            else {
                $Dest = '';
            }
        }

        my ( $NewQueueID, $From ) = split( /\|\|/, $Dest );
        if ( !$NewQueueID ) {
            $GetParam{OwnerAll} = 1;
        }
        else {
            my %Queue = $Self->{QueueObject}->GetSystemAddress( QueueID => $NewQueueID );
            $GetParam{From} = $Queue{Email};
        }

        # get sender queue from
        my $Signature = '';
        if ($NewQueueID) {
            $Signature = $Self->_GetSignature( QueueID => $NewQueueID );
        }
        my $CustomerUser = $Self->{ParamObject}->GetParam( Param => 'CustomerUser' )
            || $Self->{ParamObject}->GetParam( Param => 'PreSelectedCustomerUser' )
            || $Self->{ParamObject}->GetParam( Param => 'SelectedCustomerUser' )
            || '';
        my $CustomerID = $Self->{ParamObject}->GetParam( Param => 'CustomerID' ) || '';
        my $SelectedCustomerUser = $Self->{ParamObject}->GetParam( Param => 'SelectedCustomerUser' )
            || '';
        my $ExpandCustomerName = $Self->{ParamObject}->GetParam( Param => 'ExpandCustomerName' )
            || 0;
        my %FromExternalCustomer;
        $FromExternalCustomer{Customer}
            = $Self->{ParamObject}->GetParam( Param => 'PreSelectedCustomerUser' )
            || $Self->{ParamObject}->GetParam( Param => 'CustomerUser' )
            || '';
        $GetParam{QueueID}            = $NewQueueID;
        $GetParam{ExpandCustomerName} = $ExpandCustomerName;

        if ( $Self->{ParamObject}->GetParam( Param => 'OwnerAllRefresh' ) ) {
            $GetParam{OwnerAll} = 1;
            $ExpandCustomerName = 3;
        }
        if ( $Self->{ParamObject}->GetParam( Param => 'ResponsibleAllRefresh' ) ) {
            $GetParam{ResponsibleAll} = 1;
            $ExpandCustomerName = 3;
        }
        if ( $Self->{ParamObject}->GetParam( Param => 'ClearTo' ) ) {
            $GetParam{To} = '';
            $ExpandCustomerName = 3;
        }
        for my $Number ( 1 .. 2 ) {
            my $Item = $Self->{ParamObject}->GetParam( Param => "ExpandCustomerName$Number" ) || 0;
            if ( $Number == 1 && $Item ) {
                $ExpandCustomerName = 1;
            }
            elsif ( $Number == 2 && $Item ) {
                $ExpandCustomerName = 2;
            }
        }

        # attachment delete
        my @AttachmentIDs = map {
            my ($ID) = $_ =~ m{ \A AttachmentDelete (\d+) \z }xms;
            $ID ? $ID : ();
        } $Self->{ParamObject}->GetParamNames();

        COUNT:
        for my $Count ( reverse sort @AttachmentIDs ) {
            my $Delete = $Self->{ParamObject}->GetParam( Param => "AttachmentDelete$Count" );
            next COUNT 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',
            );
            $Self->{UploadCacheObject}->FormIDAddFile(
                FormID => $Self->{FormID},
                %UploadStuff,
            );
        }

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

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

            my $PossibleValuesFilter;

            my $IsACLReducible = $Self->{BackendObject}->HasBehavior(
                DynamicFieldConfig => $DynamicFieldConfig,
                Behavior           => 'IsACLReducible',
            );

            if ($IsACLReducible) {

                # get PossibleValues
                my $PossibleValues = $Self->{BackendObject}->PossibleValuesGet(
                    DynamicFieldConfig => $DynamicFieldConfig,
                );

                # check if field has PossibleValues property in its configuration
                if ( IsHashRefWithData($PossibleValues) ) {

                    # convert possible values key => value to key => key for ACLs using a Hash slice
                    my %AclData = %{$PossibleValues};
                    @AclData{ keys %AclData } = keys %AclData;

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

                        # convert Filer key => key back to key => value using map
                        %{$PossibleValuesFilter}
                            = map { $_ => $PossibleValues->{$_} }
                            keys %Filter;
                    }
                }
            }

            my $ValidationResult;

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

                $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(),
                );
        }

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

        # Expand Customer Name
        my %CustomerUserData;
        if ( $ExpandCustomerName == 1 ) {

            # search customer
            my %CustomerUserList;
            %CustomerUserList = $Self->{CustomerUserObject}->CustomerSearch(
                Search => $GetParam{To},
            );

            # check if just one customer user exists
            # if just one, fillup CustomerUserID and CustomerID
            $Param{CustomerUserListCount} = 0;
            for my $CustomerUserKey ( sort keys %CustomerUserList ) {
                $Param{CustomerUserListCount}++;
                $Param{CustomerUserListLast}     = $CustomerUserList{$CustomerUserKey};
                $Param{CustomerUserListLastUser} = $CustomerUserKey;
            }
            if ( $Param{CustomerUserListCount} == 1 ) {
                $GetParam{To}              = $Param{CustomerUserListLast};
                $Error{ExpandCustomerName} = 1;
                my %CustomerUserData = $Self->{CustomerUserObject}->CustomerUserDataGet(
                    User => $Param{CustomerUserListLastUser},
                );
                if ( $CustomerUserData{UserCustomerID} ) {
                    $CustomerID = $CustomerUserData{UserCustomerID};
                }
                if ( $CustomerUserData{UserLogin} ) {
                    $CustomerUser = $CustomerUserData{UserLogin};
                }
            }

            # if more the one customer user exists, show list
            # and clean CustomerUserID and CustomerID
            else {

                # don't check email syntax on multi customer select
                $Self->{ConfigObject}->Set( Key => 'CheckEmailAddresses', Value => 0 );
                $CustomerID = '';

                # clear to if there is no customer found
                if ( !%CustomerUserList ) {
                    $GetParam{To} = '';
                }
                $Error{ExpandCustomerName} = 1;
            }
        }

        # get from and customer id if customer user is given
        elsif ( $ExpandCustomerName == 2 ) {
            %CustomerUserData = $Self->{CustomerUserObject}->CustomerUserDataGet(
                User => $CustomerUser,
            );
            my %CustomerUserList = $Self->{CustomerUserObject}->CustomerSearch(
                UserLogin => $CustomerUser,
            );
            for my $CustomerUserKey ( sort keys %CustomerUserList ) {
                $GetParam{To} = $CustomerUserList{$CustomerUserKey};
            }
            if ( $CustomerUserData{UserCustomerID} ) {
                $CustomerID = $CustomerUserData{UserCustomerID};
            }
            if ( $CustomerUserData{UserLogin} ) {
                $CustomerUser = $CustomerUserData{UserLogin};
            }
            if ( $FromExternalCustomer{Customer} ) {
                my %ExternalCustomerUserData = $Self->{CustomerUserObject}->CustomerUserDataGet(
                    User => $FromExternalCustomer{Customer},
                );
                $FromExternalCustomer{Email} = $ExternalCustomerUserData{UserEmail};
            }
            $Error{ExpandCustomerName} = 1;
        }

        # if a new destination queue is selected
        elsif ( $ExpandCustomerName == 3 ) {
            $Error{NoSubmit} = 1;
            $CustomerUser = $SelectedCustomerUser;
        }

        # show customer info
        my %CustomerData;
        if ( $Self->{ConfigObject}->Get('Ticket::Frontend::CustomerInfoCompose') ) {
            if ( $CustomerUser || $SelectedCustomerUser ) {
                %CustomerData = $Self->{CustomerUserObject}->CustomerUserDataGet(
                    User => $CustomerUser || $SelectedCustomerUser,
                );
            }
            elsif ($CustomerID) {
                %CustomerData = $Self->{CustomerUserObject}->CustomerUserDataGet(
                    CustomerID => $CustomerID,
                );
            }
        }

        # check email address
        for my $Parameter (qw(To Cc Bcc)) {
            next if !$GetParam{$Parameter};
            for my $Email ( Mail::Address->parse( $GetParam{$Parameter} ) ) {
                if ( !$Self->{CheckItemObject}->CheckEmail( Address => $Email->address() ) ) {
                    $Error{ $Parameter . 'ErrorType' }
                        = $Parameter
                        . $Self->{CheckItemObject}->CheckErrorType()
                        . 'ServerErrorMsg';
                    $Error{ $Parameter . 'Invalid' } = 'ServerError';
                }
            }
        }

        # if it is not a subaction about attachments, check for server errors
        if ( !$IsUpload && !$ExpandCustomerName ) {
            if ( !$GetParam{To} ) {
                $Error{'ToInvalid'} = 'ServerError';
            }
            if ( !$GetParam{Subject} ) {
                $Error{'SubjectInvalid'} = 'ServerError';
            }
            if ( !$NewQueueID ) {
                $Error{'DestinationInvalid'} = 'ServerError';
            }
            if ( !$GetParam{Body} ) {
                $Error{'BodyInvalid'} = 'ServerError';
            }

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

            if (
                $Self->{ConfigObject}->Get('Ticket::Service')
                && $GetParam{SLAID}
                && !$GetParam{ServiceID}
                )
            {
                $Error{'ServiceInvalid'} = 'ServerError';
            }

            # check mandatory service
            if (
                $Self->{ConfigObject}->Get('Ticket::Service')
                && $Self->{Config}->{ServiceMandatory}
                && !$GetParam{ServiceID}
                )
            {
                $Error{'ServiceInvalid'} = ' ServerError';
            }

            # check mandatory sla
            if (
                $Self->{ConfigObject}->Get('Ticket::Service')
                && $Self->{Config}->{SLAMandatory}
                && !$GetParam{SLAID}
                )
            {
                $Error{'SLAInvalid'} = ' ServerError';
            }

            if ( $Self->{ConfigObject}->Get('Ticket::Type') && !$GetParam{TypeID} ) {
                $Error{'TypeInvalid'} = 'ServerError';
            }
            if (
                $Self->{ConfigObject}->Get('Ticket::Frontend::AccountTime')
                && $Self->{ConfigObject}->Get('Ticket::Frontend::NeedAccountedTime')
                && $GetParam{TimeUnits} eq ''
                )
            {
                $Error{'TimeUnitsInvalid'} = 'ServerError';
            }
        }

        # run compose modules
        my %ArticleParam;
        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 my $Parameter ( $Object->Option( %GetParam, Config => $Jobs{$Job} ) ) {
                    $GetParam{$Parameter} = $Self->{ParamObject}->GetParam( Param => $Parameter );
                }

                # 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} ),
                );
            }
        }

        if (%Error) {

            # get and format default subject and body
            my $Subject = $Self->{LayoutObject}->Output(
                Template => $Self->{Config}->{Subject} || '',
            );

            my $Body = $Self->{LayoutObject}->Output(
                Template => $Self->{Config}->{Body} || '',
            );

            # make sure body is rich text
            if ( $Self->{LayoutObject}->{BrowserRichText} ) {
                $Body = $Self->{LayoutObject}->Ascii2RichText(
                    String => $Body,
                );
            }

            #set Body and Subject parameters for Output
            if ( !$GetParam{Subject} ) {
                $GetParam{Subject} = $Subject;
            }

            if ( !$GetParam{Body} ) {
                $GetParam{Body} = $Body;
            }

            # get services
            my $Services = $Self->_GetServices(
                %GetParam,
                %ACLCompatGetParam,
                CustomerUserID => $CustomerUser || '',
                QueueID        => $NewQueueID   || 1,
            );

            # reset previous ServiceID to reset SLA-List if no service is selected
            if ( !$GetParam{ServiceID} || !$Services->{ $GetParam{ServiceID} } ) {
                $GetParam{ServiceID} = '';
            }

            my $SLAs = $Self->_GetSLAs(
                %GetParam,
                %ACLCompatGetParam,
                QueueID => $NewQueueID || 1,
                Services => $Services,
            );

            # header
            $Output .= $Self->{LayoutObject}->Header();
            $Output .= $Self->{LayoutObject}->NavigationBar();

            # html output
            $Output .= $Self->_MaskEmailNew(
                QueueID => $Self->{QueueID},
                Users   => $Self->_GetUsers(
                    %GetParam,
                    %ACLCompatGetParam,
                    QueueID  => $NewQueueID,
                    AllUsers => $GetParam{OwnerAll}
                ),
                UserSelected     => $NewUserID,
                ResponsibleUsers => $Self->_GetResponsibles(
                    %GetParam,
                    %ACLCompatGetParam,
                    QueueID  => $NewQueueID,
                    AllUsers => $GetParam{ResponsibleAll}
                ),
                ResponsibleUserSelected => $NewResponsibleID,
                NextStates              => $Self->_GetNextStates(
                    %GetParam,
                    %ACLCompatGetParam,
                    CustomerUserID => $CustomerUser || '',
                    QueueID        => $NewQueueID   || 1,
                ),
                NextState  => $NextState,
                Priorities => $Self->_GetPriorities(
                    %GetParam,
                    %ACLCompatGetParam,
                    CustomerUserID => $CustomerUser || '',
                    QueueID        => $NewQueueID   || 1,
                ),
                Types => $Self->_GetTypes(
                    %GetParam,
                    %ACLCompatGetParam,
                    CustomerUserID => $CustomerUser || '',
                    QueueID        => $NewQueueID   || 1,
                ),
                Services          => $Services,
                SLAs              => $SLAs,
                StandardTemplates => $Self->_GetStandardTemplates(
                    %GetParam,
                    %ACLCompatGetParam,
                    QueueID => $NewQueueID || '',
                ),
                CustomerID => $Self->{LayoutObject}->Ascii2Html( Text => $CustomerID ),
                CustomerUser      => $CustomerUser,
                CustomerData      => \%CustomerData,
                TimeUnitsRequired => (
                    $Self->{ConfigObject}->Get('Ticket::Frontend::NeedAccountedTime')
                    ? 'Validate_Required'
                    : ''
                ),
                FromList     => $Self->_GetTos(),
                FromSelected => $Dest,
                Subject      => $Self->{LayoutObject}->Ascii2Html( Text => $GetParam{Subject} ),
                Body         => $Self->{LayoutObject}->Ascii2Html( Text => $GetParam{Body} ),
                Errors       => \%Error,
                Attachments  => \@Attachments,
                Signature    => $Signature,
                %GetParam,
                DynamicFieldHTML     => \%DynamicFieldHTML,
                MultipleCustomer     => \@MultipleCustomer,
                MultipleCustomerCc   => \@MultipleCustomerCc,
                MultipleCustomerBcc  => \@MultipleCustomerBcc,
                FromExternalCustomer => \%FromExternalCustomer,
            );

            $Output .= $Self->{LayoutObject}->Footer();
            return $Output;
        }

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

        # create new ticket, do db insert
        my $TicketID = $Self->{TicketObject}->TicketCreate(
            Title        => $GetParam{Subject},
            QueueID      => $NewQueueID,
            Subject      => $GetParam{Subject},
            Lock         => 'unlock',
            TypeID       => $GetParam{TypeID},
            ServiceID    => $GetParam{ServiceID},
            SLAID        => $GetParam{SLAID},
            StateID      => $NextStateID,
            PriorityID   => $GetParam{PriorityID},
            OwnerID      => 1,
            CustomerID   => $CustomerID,
            CustomerUser => $SelectedCustomerUser,
            UserID       => $Self->{UserID},
        );

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

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

        # get pre loaded attachment
        @Attachments = $Self->{UploadCacheObject}->FormIDGetAllFilesData(
            FormID => $Self->{FormID},
        );

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

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

        # check if new owner is given (then send no agent notify)
        my $NoAgentNotify = 0;
        if ($NewUserID) {
            $NoAgentNotify = 1;
        }

        my $MimeType = 'text/plain';
        if ( $Self->{LayoutObject}->{BrowserRichText} ) {
            $MimeType = 'text/html';
            $GetParam{Body} .= '<br/><br/>' . $Signature;

            # remove unused inline images
            my @NewAttachmentData;
            for my $Attachment (@Attachments) {
                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};
            }
            @Attachments = @NewAttachmentData;

            # verify html document
            $GetParam{Body} = $Self->{LayoutObject}->RichTextDocumentComplete(
                String => $GetParam{Body},
            );
        }
        else {
            $GetParam{Body} .= "\n\n" . $Signature;
        }

        # lookup sender
        my $TemplateGenerator = Kernel::System::TemplateGenerator->new( %{$Self} );
        my $Sender            = $TemplateGenerator->Sender(
            QueueID => $NewQueueID,
            UserID  => $Self->{UserID},
        );

        # send email
        my $ArticleID = $Self->{TicketObject}->ArticleSend(
            NoAgentNotify  => $NoAgentNotify,
            Attachment     => \@Attachments,
            TicketID       => $TicketID,
            ArticleType    => $Self->{Config}->{ArticleType},
            SenderType     => $Self->{Config}->{SenderType},
            From           => $Sender,
            To             => $GetParam{To},
            Cc             => $GetParam{Cc},
            Bcc            => $GetParam{Bcc},
            Subject        => $GetParam{Subject},
            Body           => $GetParam{Body},
            Charset        => $Self->{LayoutObject}->{UserCharset},
            MimeType       => $MimeType,
            UserID         => $Self->{UserID},
            HistoryType    => $Self->{Config}->{HistoryType},
            HistoryComment => $Self->{Config}->{HistoryComment}
                || "\%\%$GetParam{To}, $GetParam{Cc}, $GetParam{Bcc}",
            %ArticleParam,
        );
        if ( !$ArticleID ) {
            return $Self->{LayoutObject}->ErrorScreen();
        }

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

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

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

        # set owner (if new user id is given)
        if ($NewUserID) {
            $Self->{TicketObject}->TicketOwnerSet(
                TicketID  => $TicketID,
                NewUserID => $NewUserID,
                UserID    => $Self->{UserID},
            );

            # set lock
            $Self->{TicketObject}->TicketLockSet(
                TicketID => $TicketID,
                Lock     => 'lock',
                UserID   => $Self->{UserID},
            );
        }

        # else set owner to current agent but do not lock it
        else {
            $Self->{TicketObject}->TicketOwnerSet(
                TicketID           => $TicketID,
                NewUserID          => $Self->{UserID},
                SendNoNotification => 1,
                UserID             => $Self->{UserID},
            );
        }

        # set responsible (if new user id is given)
        if ($NewResponsibleID) {
            $Self->{TicketObject}->TicketResponsibleSet(
                TicketID  => $TicketID,
                NewUserID => $NewResponsibleID,
                UserID    => $Self->{UserID},
            );
        }

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

        # should i set an unlock?
        if ( $StateData{TypeName} =~ /^close/i ) {

            # set lock
            $Self->{TicketObject}->TicketLockSet(
                TicketID => $TicketID,
                Lock     => 'unlock',
                UserID   => $Self->{UserID},
            );
        }

        # set pending time
        elsif ( $StateData{TypeName} =~ /^pending/i ) {

            # set pending time
            $Self->{TicketObject}->TicketPendingTimeSet(
                UserID   => $Self->{UserID},
                TicketID => $TicketID,
                %GetParam,
            );
        }

        # get redirect screen
        my $NextScreen = $Self->{UserCreateNextMask} || 'AgentTicketEmail';

        # redirect
        return $Self->{LayoutObject}->Redirect(
            OP => "Action=$NextScreen;Subaction=Created;TicketID=$TicketID",
        );
    }
    elsif ( $Self->{Subaction} eq 'AJAXUpdate' ) {
        my $Dest           = $Self->{ParamObject}->GetParam( Param => 'Dest' ) || '';
        my $CustomerUser   = $Self->{ParamObject}->GetParam( Param => 'SelectedCustomerUser' );
        my $ElementChanged = $Self->{ParamObject}->GetParam( Param => 'ElementChanged' ) || '';

        # get From based on selected queue
        my $QueueID = '';
        if ( $Dest =~ /^(\d{1,100})\|\|.+?$/ ) {
            $QueueID = $1;
            my %Queue = $Self->{QueueObject}->GetSystemAddress( QueueID => $QueueID );
            $GetParam{From} = $Queue{Email};
        }

        # get list type
        my $TreeView = 0;
        if ( $Self->{ConfigObject}->Get('Ticket::Frontend::ListType') eq 'tree' ) {
            $TreeView = 1;
        }

        my $Tos = $Self->_GetTos(
            %GetParam,
            %ACLCompatGetParam,
            CustomerUserID => $CustomerUser || '',
            QueueID => $QueueID,
        );

        my $NewTos;

        if ($Tos) {
            for my $KeyTo ( sort keys %{$Tos} ) {
                $NewTos->{"$KeyTo||$Tos->{$KeyTo}"} = $Tos->{$KeyTo};
            }
        }
        my $Signature = '';
        if ($QueueID) {
            $Signature = $Self->_GetSignature( QueueID => $QueueID );
        }
        my $Users = $Self->_GetUsers(
            %GetParam,
            %ACLCompatGetParam,
            QueueID  => $QueueID,
            AllUsers => $GetParam{OwnerAll},
        );
        my $ResponsibleUsers = $Self->_GetResponsibles(
            %GetParam,
            %ACLCompatGetParam,
            QueueID  => $QueueID,
            AllUsers => $GetParam{ResponsibleAll},
        );
        my $NextStates = $Self->_GetNextStates(
            %GetParam,
            %ACLCompatGetParam,
            CustomerUserID => $CustomerUser || '',
            QueueID        => $QueueID      || 1,
        );
        my $Priorities = $Self->_GetPriorities(
            %GetParam,
            %ACLCompatGetParam,
            CustomerUserID => $CustomerUser || '',
            QueueID        => $QueueID      || 1,
        );
        my $Services = $Self->_GetServices(
            %GetParam,
            %ACLCompatGetParam,
            CustomerUserID => $CustomerUser || '',
            QueueID        => $QueueID      || 1,
        );
        my $SLAs = $Self->_GetSLAs(
            %GetParam,
            %ACLCompatGetParam,
            CustomerUserID => $CustomerUser || '',
            QueueID        => $QueueID      || 1,
            Services       => $Services,
        );
        my $StandardTemplates = $Self->_GetStandardTemplates(
            %GetParam,
            %ACLCompatGetParam,
            QueueID => $QueueID || '',
        );

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

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

            my $IsACLReducible = $Self->{BackendObject}->HasBehavior(
                DynamicFieldConfig => $DynamicFieldConfig,
                Behavior           => 'IsACLReducible',
            );
            next DYNAMICFIELD if !$IsACLReducible;

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

            # convert possible values key => value to key => key for ACLs using a Hash slice
            my %AclData = %{$PossibleValues};
            @AclData{ keys %AclData } = keys %AclData;

            # set possible values filter from ACLs
            my $ACL = $Self->{TicketObject}->TicketAcl(
                %GetParam,
                %ACLCompatGetParam,
                CustomerUserID => $CustomerUser || '',
                Action         => $Self->{Action},
                TicketID       => $Self->{TicketID},
                QueueID        => $QueueID      || 0,
                ReturnType     => 'Ticket',
                ReturnSubType  => 'DynamicField_' . $DynamicFieldConfig->{Name},
                Data           => \%AclData,
                UserID         => $Self->{UserID},
            );
            if ($ACL) {
                my %Filter = $Self->{TicketObject}->TicketAclData();

                # convert Filer key => key back to key => value using map
                %{$PossibleValues} = map { $_ => $PossibleValues->{$_} } keys %Filter;
            }

            my $DataValues = $Self->{BackendObject}->BuildSelectionDataGet(
                DynamicFieldConfig => $DynamicFieldConfig,
                PossibleValues     => $PossibleValues,
                Value              => $DynamicFieldValues{ $DynamicFieldConfig->{Name} },
            ) || $PossibleValues;

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

        my @TemplateAJAX;

        # update ticket body and attachements if needed.
        if ( $ElementChanged eq 'StandardTemplateID' ) {
            my @TicketAttachments;
            my $TemplateText;

            # remove all attachments from the Upload cache
            my $RemoveSuccess = $Self->{UploadCacheObject}->FormIDRemove(
                FormID => $Self->{FormID},
            );
            if ( !$RemoveSuccess ) {
                $Self->{LogObject}->Log(
                    Priority => 'error',
                    Message  => "Form attachments could not be deleted!",
                );
            }

            # get the template text and set new attachments if a template is selected
            if ( IsPositiveInteger( $GetParam{StandardTemplateID} ) ) {
                my $TemplateGenerator = Kernel::System::TemplateGenerator->new( %{$Self} );

                # set template text, replace smart tags (limited as ticket is not created)
                $TemplateText = $TemplateGenerator->Template(
                    TemplateID => $GetParam{StandardTemplateID},
                    UserID     => $Self->{UserID},
                );

                # create StdAttachmentObject
                my $StdAttachmentObject = Kernel::System::StdAttachment->new( %{$Self} );

                # add std. attachments to ticket
                my %AllStdAttachments
                    = $StdAttachmentObject->StdAttachmentStandardTemplateMemberList(
                    StandardTemplateID => $GetParam{StandardTemplateID},
                    );
                for ( sort keys %AllStdAttachments ) {
                    my %AttachmentsData = $StdAttachmentObject->StdAttachmentGet( ID => $_ );
                    $Self->{UploadCacheObject}->FormIDAddFile(
                        FormID => $Self->{FormID},
                        %AttachmentsData,
                    );
                }

                # send a list of attachments in the upload cache back to the clientside JavaScript
                # which renders then the list of currently uploaded attachments
                @TicketAttachments = $Self->{UploadCacheObject}->FormIDGetAllFilesMeta(
                    FormID => $Self->{FormID},
                );
            }

            @TemplateAJAX = (
                {
                    Name => 'UseTemplateCreate',
                    Data => '0',
                },
                {
                    Name => 'RichText',
                    Data => $TemplateText || '',
                },
                {
                    Name     => 'TicketAttachments',
                    Data     => \@TicketAttachments,
                    KeepData => 1,
                },
            );
        }

        my @ExtendedData;

        # run compose modules
        if ( ref $Self->{ConfigObject}->Get('Ticket::Frontend::ArticleComposeModule') eq 'HASH' ) {

            # use QueueID from web request in compose modules
            $GetParam{QueueID} = $QueueID;

            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} );

                # get AJAX param values
                if ( $Object->can('GetParamAJAX') ) {
                    %GetParam = ( %GetParam, $Object->GetParamAJAX(%GetParam) )
                }

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

        # convert Signature to ASCII, if RichText is on
        if ( $Self->{LayoutObject}->{BrowserRichText} ) {

            #            $Signature = $Self->{HTMLUtilsObject}->ToAscii( String => $Signature, );
        }

        my $JSON = $Self->{LayoutObject}->BuildSelectionJSON(
            [
                {
                    Name         => 'Dest',
                    Data         => $NewTos,
                    SelectedID   => $Dest,
                    Translation  => 0,
                    PossibleNone => 0,
                    TreeView     => $TreeView,
                    Max          => 100,
                },
                {
                    Name         => 'Signature',
                    Data         => $Signature,
                    Translation  => 1,
                    PossibleNone => 1,
                    Max          => 100,
                },
                {
                    Name         => 'NewUserID',
                    Data         => $Users,
                    SelectedID   => $GetParam{NewUserID},
                    Translation  => 0,
                    PossibleNone => 1,
                    Max          => 100,
                },
                {
                    Name         => 'NewResponsibleID',
                    Data         => $ResponsibleUsers,
                    SelectedID   => $GetParam{NewResponsibleID},
                    Translation  => 0,
                    PossibleNone => 1,
                    Max          => 100,
                },
                {
                    Name        => 'NextStateID',
                    Data        => $NextStates,
                    SelectedID  => $GetParam{NextStateID},
                    Translation => 1,
                    Max         => 100,
                },
                {
                    Name        => 'PriorityID',
                    Data        => $Priorities,
                    SelectedID  => $GetParam{PriorityID},
                    Translation => 1,
                    Max         => 100,
                },
                {
                    Name         => 'ServiceID',
                    Data         => $Services,
                    SelectedID   => $GetParam{ServiceID},
                    PossibleNone => 1,
                    Translation  => 0,
                    TreeView     => $TreeView,
                    Max          => 100,
                },
                {
                    Name         => 'SLAID',
                    Data         => $SLAs,
                    SelectedID   => $GetParam{SLAID},
                    PossibleNone => 1,
                    Translation  => 0,
                    Max          => 100,
                },
                {
                    Name         => 'StandardTemplateID',
                    Data         => $StandardTemplates,
                    SelectedID   => $GetParam{StandardTemplateID},
                    PossibleNone => 1,
                    Translation  => 1,
                    Max          => 100,
                },
                @DynamicFieldAJAX,
                @TemplateAJAX,
                @ExtendedData,
            ],
        );
        return $Self->{LayoutObject}->Attachment(
            ContentType => 'application/json; charset=' . $Self->{LayoutObject}->{Charset},
            Content     => $JSON,
            Type        => 'inline',
            NoCache     => 1,
        );
    }
    else {
        return $Self->{LayoutObject}->ErrorScreen(
            Message => 'No Subaction!',
            Comment => 'Please contact your administrator',
        );
    }
}

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

    my %NextStates;
    if ( $Param{QueueID} || $Param{TicketID} ) {
        %NextStates = $Self->{TicketObject}->TicketStateList(
            %Param,
            Action => $Self->{Action},
            UserID => $Self->{UserID},
        );
    }
    return \%NextStates;
}

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

    # get users
    my %ShownUsers;
    my %AllGroupsMembers = $Self->{UserObject}->UserList(
        Type  => 'Long',
        Valid => 1,
    );

    # just show only users with selected custom queue
    if ( $Param{QueueID} && !$Param{AllUsers} ) {
        my @UserIDs = $Self->{TicketObject}->GetSubscribedUserIDsByQueueID(%Param);
        for my $GroupMemberKey ( sort keys %AllGroupsMembers ) {
            my $Hit = 0;
            for my $UID (@UserIDs) {
                if ( $UID eq $GroupMemberKey ) {
                    $Hit = 1;
                }
            }
            if ( !$Hit ) {
                delete $AllGroupsMembers{$GroupMemberKey};
            }
        }
    }

    # check show users
    if ( $Self->{ConfigObject}->Get('Ticket::ChangeOwnerToEveryone') ) {
        %ShownUsers = %AllGroupsMembers;
    }

    # show all users who are owner or rw in the queue group
    elsif ( $Param{QueueID} ) {
        my $GID = $Self->{QueueObject}->GetQueueGroupID( QueueID => $Param{QueueID} );
        my %MemberList = $Self->{GroupObject}->GroupMemberList(
            GroupID => $GID,
            Type    => 'owner',
            Result  => 'HASH',
        );
        for my $MemberKey ( sort keys %MemberList ) {
            if ( $AllGroupsMembers{$MemberKey} ) {
                $ShownUsers{$MemberKey} = $AllGroupsMembers{$MemberKey};
            }
        }
    }

    # workflow
    my $ACL = $Self->{TicketObject}->TicketAcl(
        %Param,
        ReturnType    => 'Ticket',
        ReturnSubType => 'Owner',
        Data          => \%ShownUsers,
        UserID        => $Self->{UserID},
    );

    return { $Self->{TicketObject}->TicketAclData() } if $ACL;

    return \%ShownUsers;
}

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

    # get users
    my %ShownUsers;
    my %AllGroupsMembers = $Self->{UserObject}->UserList(
        Type  => 'Long',
        Valid => 1,
    );

    # just show only users with selected custom queue
    if ( $Param{QueueID} && !$Param{AllUsers} ) {
        my @UserIDs = $Self->{TicketObject}->GetSubscribedUserIDsByQueueID(%Param);
        for my $GroupMemberKey ( sort keys %AllGroupsMembers ) {
            my $Hit = 0;
            for my $UID (@UserIDs) {
                if ( $UID eq $GroupMemberKey ) {
                    $Hit = 1;
                }
            }
            if ( !$Hit ) {
                delete $AllGroupsMembers{$GroupMemberKey};
            }
        }
    }

    # check show users
    if ( $Self->{ConfigObject}->Get('Ticket::ChangeOwnerToEveryone') ) {
        %ShownUsers = %AllGroupsMembers;
    }

    # show all users who are responsible or rw in the queue group
    elsif ( $Param{QueueID} ) {
        my $GID = $Self->{QueueObject}->GetQueueGroupID( QueueID => $Param{QueueID} );
        my %MemberList = $Self->{GroupObject}->GroupMemberList(
            GroupID => $GID,
            Type    => 'responsible',
            Result  => 'HASH',
        );
        for my $MemberKey ( sort keys %MemberList ) {
            if ( $AllGroupsMembers{$MemberKey} ) {
                $ShownUsers{$MemberKey} = $AllGroupsMembers{$MemberKey};
            }
        }
    }

    # workflow
    my $ACL = $Self->{TicketObject}->TicketAcl(
        %Param,
        ReturnType    => 'Ticket',
        ReturnSubType => 'Responsible',
        Data          => \%ShownUsers,
        UserID        => $Self->{UserID},
    );

    return { $Self->{TicketObject}->TicketAclData() } if $ACL;

    return \%ShownUsers;
}

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

    # get priority
    my %Priorities;
    if ( $Param{QueueID} || $Param{TicketID} ) {
        %Priorities = $Self->{TicketObject}->TicketPriorityList(
            %Param,
            Action => $Self->{Action},
            UserID => $Self->{UserID},
        );
    }
    return \%Priorities;
}

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

    # get type
    my %Type;
    if ( $Param{QueueID} || $Param{TicketID} ) {
        %Type = $Self->{TicketObject}->TicketTypeList(
            %Param,
            Action => $Self->{Action},
            UserID => $Self->{UserID},
        );
    }
    return \%Type;
}

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

    # get service
    my %Service;

    # check needed
    return \%Service if !$Param{QueueID} && !$Param{TicketID};

    # get options for default services for unknown customers
    my $DefaultServiceUnknownCustomer
        = $Self->{ConfigObject}->Get('Ticket::Service::Default::UnknownCustomer');

    # check if no CustomerUserID is selected
    # if $DefaultServiceUnknownCustomer = 0 leave CustomerUserID empty, it will not get any services
    # if $DefaultServiceUnknownCustomer = 1 set CustomerUserID to get default services
    if ( !$Param{CustomerUserID} && $DefaultServiceUnknownCustomer ) {
        $Param{CustomerUserID} = '<DEFAULT>';
    }

    # get service list
    if ( $Param{CustomerUserID} ) {
        %Service = $Self->{TicketObject}->TicketServiceList(
            %Param,
            Action => $Self->{Action},
            UserID => $Self->{UserID},
        );
    }
    return \%Service;
}

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

    # get sla
    my %SLA;
    if ( $Param{ServiceID} && $Param{Services} && %{ $Param{Services} } ) {
        if ( $Param{Services}->{ $Param{ServiceID} } ) {
            %SLA = $Self->{TicketObject}->TicketSLAList(
                %Param,
                Action => $Self->{Action},
                UserID => $Self->{UserID},
            );
        }
    }
    return \%SLA;
}

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

    # check own selection
    my %NewTos;
    if ( $Self->{ConfigObject}->Get('Ticket::Frontend::NewQueueOwnSelection') ) {
        %NewTos = %{ $Self->{ConfigObject}->Get('Ticket::Frontend::NewQueueOwnSelection') };
    }
    else {

        # SelectionType Queue or SystemAddress?
        my %Tos;
        if ( $Self->{ConfigObject}->Get('Ticket::Frontend::NewQueueSelectionType') eq 'Queue' ) {
            %Tos = $Self->{TicketObject}->MoveList(
                %Param,
                Type   => 'create',
                Action => $Self->{Action},
                UserID => $Self->{UserID},
            );
        }
        else {
            %Tos = $Self->{DBObject}->GetTableData(
                Table => 'system_address',
                What  => 'queue_id, id',
                Valid => 1,
                Clamp => 1,
            );
        }

        # get create permission queues
        my %UserGroups = $Self->{GroupObject}->GroupMemberList(
            UserID => $Self->{UserID},
            Type   => 'create',
            Result => 'HASH',
        );

        # build selection string
        for my $QueueID ( sort keys %Tos ) {
            my %QueueData = $Self->{QueueObject}->QueueGet( ID => $QueueID );

            # permission check, can we create new tickets in queue
            next if !$UserGroups{ $QueueData{GroupID} };

            my $String = $Self->{ConfigObject}->Get('Ticket::Frontend::NewQueueSelectionString')
                || '<Realname> <<Email>> - Queue: <Queue>';
            $String =~ s/<Queue>/$QueueData{Name}/g;
            $String =~ s/<QueueComment>/$QueueData{Comment}/g;
            if ( $Self->{ConfigObject}->Get('Ticket::Frontend::NewQueueSelectionType') ne 'Queue' )
            {
                my %SystemAddressData = $Self->{SystemAddress}->SystemAddressGet(
                    ID => $Tos{$QueueID},
                );
                $String =~ s/<Realname>/$SystemAddressData{Realname}/g;
                $String =~ s/<Email>/$SystemAddressData{Name}/g;
            }
            $NewTos{$QueueID} = $String;
        }
    }

    # add empty selection
    $NewTos{''} = '-';
    return \%NewTos;
}

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

    # prepare signature
    my $TemplateGenerator = Kernel::System::TemplateGenerator->new( %{$Self} );
    my $Signature         = $TemplateGenerator->Signature(
        QueueID => $Param{QueueID},
        Data    => \%Param,
        UserID  => $Self->{UserID},
    );

    return $Signature;
}

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

    # get create templates
    my %Templates;

    # check needed
    return \%Templates if !$Param{QueueID} && !$Param{TicketID};

    my $QueueID = $Param{QueueID} || '';
    if ( !$Param{QueueID} && $Param{TicketID} ) {

        # get QueueID from the ticket
        my %Ticket = $Self->{TicketObject}->TicketGet(
            TicketID      => $Param{TicketID},
            DynamicFields => 0,
            UserID        => $Self->{UserID},
        );
        $QueueID = $Ticket{QueueID} || '';
    }

    # fetch all std. templates
    my %StandardTemplates = $Self->{QueueObject}->QueueStandardTemplateMemberList(
        QueueID       => $QueueID,
        TemplateTypes => 1,
    );

    # return empty hash if there are no templates for this screen
    return \%Templates if !IsHashRefWithData( $StandardTemplates{Create} );

    # return just the templates for this screen
    return $StandardTemplates{Create};
}

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

    $Param{FormID} = $Self->{FormID};

    # get list type
    my $TreeView = 0;
    if ( $Self->{ConfigObject}->Get('Ticket::Frontend::ListType') eq 'tree' ) {
        $TreeView = 1;
    }

    # build customer search autocomplete field
    $Self->{LayoutObject}->Block(
        Name => 'CustomerSearchAutoComplete',
    );

    # build string
    $Param{Users}->{''} = '-';
    $Param{OptionStrg} = $Self->{LayoutObject}->BuildSelection(
        Data       => $Param{Users},
        SelectedID => $Param{UserSelected},
        Name       => 'NewUserID',
    );

    # build next states string
    $Param{NextStatesStrg} = $Self->{LayoutObject}->BuildSelection(
        Data          => $Param{NextStates},
        Name          => 'NextStateID',
        Translation   => 1,
        SelectedValue => $Param{NextState} || $Self->{Config}->{StateDefault},
    );

    # build Destination string
    my %NewTo;
    if ( $Param{FromList} ) {
        for my $FromKey ( sort keys %{ $Param{FromList} } ) {
            $NewTo{"$FromKey||$Param{FromList}->{$FromKey}"} = $Param{FromList}->{$FromKey};
        }
    }

    if ( $Self->{ConfigObject}->Get('Ticket::Frontend::NewQueueSelectionType') eq 'Queue' ) {
        $Param{FromStrg} = $Self->{LayoutObject}->AgentQueueListOption(
            Data           => \%NewTo,
            Multiple       => 0,
            Size           => 0,
            Class          => 'Validate_Required' . ( $Param{Errors}->{DestinationInvalid} || ' ' ),
            Name           => 'Dest',
            TreeView       => $TreeView,
            SelectedID     => $Param{FromSelected},
            OnChangeSubmit => 0,
        );
    }
    else {
        $Param{FromStrg} = $Self->{LayoutObject}->BuildSelection(
            Data       => \%NewTo,
            Class      => 'Validate_Required' . $Param{Errors}->{DestinationInvalid} || ' ',
            Name       => 'Dest',
            TreeView   => $TreeView,
            SelectedID => $Param{FromSelected},
        );
    }

    # customer info string
    if ( $Self->{ConfigObject}->Get('Ticket::Frontend::CustomerInfoCompose') ) {
        $Param{CustomerTable} = $Self->{LayoutObject}->AgentCustomerViewTable(
            Data => $Param{CustomerData},
            Max  => $Self->{ConfigObject}->Get('Ticket::Frontend::CustomerInfoComposeMaxSize'),
        );
        $Self->{LayoutObject}->Block(
            Name => 'CustomerTable',
            Data => \%Param,
        );
    }

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

    # From external
    my $ShowErrors = 1;
    if (
        defined $Param{FromExternalCustomer}
        &&
        defined $Param{FromExternalCustomer}->{Email} &&
        defined $Param{FromExternalCustomer}->{Customer}
        )
    {
        $ShowErrors = 0;
        $Self->{LayoutObject}->Block(
            Name => 'FromExternalCustomer',
            Data => $Param{FromExternalCustomer},
        );
    }

    # Cc
    my $CustomerCounterCc = 0;
    if ( $Param{MultipleCustomerCc} ) {
        for my $Item ( @{ $Param{MultipleCustomerCc} } ) {
            if ( !$ShowErrors ) {

                # set empty values for errors
                $Item->{CustomerError}    = '';
                $Item->{CustomerDisabled} = '';
                $Item->{CustomerErrorMsg} = 'CustomerGenericServerErrorMsg';
            }
            $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++;
        }
    }

    if ( !$CustomerCounterCc ) {
        $Param{CcCustomerHiddenContainer} = 'Hidden';
    }

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

    # Bcc
    my $CustomerCounterBcc = 0;
    if ( $Param{MultipleCustomerBcc} ) {
        for my $Item ( @{ $Param{MultipleCustomerBcc} } ) {
            if ( !$ShowErrors ) {

                # set empty values for errors
                $Item->{CustomerError}    = '';
                $Item->{CustomerDisabled} = '';
                $Item->{CustomerErrorMsg} = 'CustomerGenericServerErrorMsg';
            }
            $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++;
        }
    }

    if ( !$CustomerCounterBcc ) {
        $Param{BccCustomerHiddenContainer} = 'Hidden';
    }

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

    # To
    my $CustomerCounter = 0;
    if ( $Param{MultipleCustomer} ) {
        for my $Item ( @{ $Param{MultipleCustomer} } ) {
            if ( !$ShowErrors ) {

                # set empty values for errors
                $Item->{CustomerError}    = '';
                $Item->{CustomerDisabled} = '';
                $Item->{CustomerErrorMsg} = 'CustomerGenericServerErrorMsg';
            }
            $Self->{LayoutObject}->Block(
                Name => 'MultipleCustomer',
                Data => $Item,
            );
            $Self->{LayoutObject}->Block(
                Name => $Item->{CustomerErrorMsg},
                Data => $Item,
            );
            if ( $Item->{CustomerError} ) {
                $Self->{LayoutObject}->Block(
                    Name => 'CustomerErrorExplantion',
                );
            }
            $CustomerCounter++;
        }
    }

    if ( !$CustomerCounter ) {
        $Param{CustomerHiddenContainer} = 'Hidden';
    }

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

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

    if ( $Param{CcInvalid} && $Param{Errors} && !$Param{Errors}->{CcErrorType} ) {
        $Self->{LayoutObject}->Block(
            Name => 'CcServerErrorMsg',
        );
    }
    if ( $Param{Errors}->{CcErrorType} || !$ShowErrors ) {
        $Param{CcInvalid} = '';
    }

    if ( $Param{BccInvalid} && $Param{Errors} && !$Param{Errors}->{BccErrorType} ) {
        $Self->{LayoutObject}->Block(
            Name => 'BccServerErrorMsg',
        );
    }
    if ( $Param{Errors}->{BccErrorType} || !$ShowErrors ) {
        $Param{BccInvalid} = '';
    }

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

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

    # build type string
    if ( $Self->{ConfigObject}->Get('Ticket::Type') ) {
        $Param{TypeStrg} = $Self->{LayoutObject}->BuildSelection(
            Data         => $Param{Types},
            Name         => 'TypeID',
            Class        => 'Validate_Required' . ( $Param{Errors}->{TypeInvalid} || ' ' ),
            SelectedID   => $Param{TypeID},
            PossibleNone => 1,
            Sort         => 'AlphanumericValue',
            Translation  => 0,
        );
        $Self->{LayoutObject}->Block(
            Name => 'TicketType',
            Data => {%Param},
        );
    }

    # build service string
    if ( $Self->{ConfigObject}->Get('Ticket::Service') ) {

        if ( $Self->{Config}->{ServiceMandatory} ) {
            $Param{ServiceStrg} = $Self->{LayoutObject}->BuildSelection(
                Data         => $Param{Services},
                Name         => 'ServiceID',
                Class        => 'Validate_Required ' . ( $Param{Errors}->{ServiceInvalid} || ' ' ),
                SelectedID   => $Param{ServiceID},
                PossibleNone => 1,
                TreeView     => $TreeView,
                Sort         => 'TreeView',
                Translation  => 0,
                Max          => 200,
            );
            $Self->{LayoutObject}->Block(
                Name => 'TicketServiceMandatory',
                Data => {%Param},
            );
        }
        else {
            $Param{ServiceStrg} = $Self->{LayoutObject}->BuildSelection(
                Data         => $Param{Services},
                Name         => 'ServiceID',
                Class        => $Param{Errors}->{ServiceInvalid} || ' ',
                SelectedID   => $Param{ServiceID},
                PossibleNone => 1,
                TreeView     => $TreeView,
                Sort         => 'TreeView',
                Translation  => 0,
                Max          => 200,
            );
            $Self->{LayoutObject}->Block(
                Name => 'TicketService',
                Data => {%Param},
            );
        }

        if ( $Self->{Config}->{SLAMandatory} ) {
            $Param{SLAStrg} = $Self->{LayoutObject}->BuildSelection(
                Data         => $Param{SLAs},
                Name         => 'SLAID',
                SelectedID   => $Param{SLAID},
                Class        => 'Validate_Required ' . ( $Param{Errors}->{SLAInvalid} || ' ' ),
                PossibleNone => 1,
                Sort         => 'AlphanumericValue',
                Translation  => 0,
                Max          => 200,
            );
            $Self->{LayoutObject}->Block(
                Name => 'TicketSLAMandatory',
                Data => {%Param},
            );
        }
        else {
            $Param{SLAStrg} = $Self->{LayoutObject}->BuildSelection(
                Data         => $Param{SLAs},
                Name         => 'SLAID',
                SelectedID   => $Param{SLAID},
                PossibleNone => 1,
                Sort         => 'AlphanumericValue',
                Translation  => 0,
                Max          => 200,
            );
            $Self->{LayoutObject}->Block(
                Name => 'TicketSLA',
                Data => {%Param},
            );
        }
    }

    # check if exists create templates regardless the queue
    my %StandardTemplates = $Self->{StandardTemplateObject}->StandardTemplateList(
        Valid => 1,
        Type  => 'Create',
    );

    # build text template string
    if ( IsHashRefWithData( \%StandardTemplates ) ) {
        $Param{StandardTemplateStrg} = $Self->{LayoutObject}->BuildSelection(
            Data       => $Param{StandardTemplates}  || {},
            Name       => 'StandardTemplateID',
            SelectedID => $Param{StandardTemplateID} || '',
            PossibleNone => 1,
            Sort         => 'AlphanumericValue',
            Translation  => 1,
            Max          => 200,
        );
        $Self->{LayoutObject}->Block(
            Name => 'StandardTemplate',
            Data => {%Param},
        );
    }

    # build priority string
    if ( !$Param{PriorityID} ) {
        $Param{Priority} = $Self->{Config}->{Priority};
    }
    $Param{PriorityStrg} = $Self->{LayoutObject}->BuildSelection(
        Data          => $Param{Priorities},
        Name          => 'PriorityID',
        SelectedID    => $Param{PriorityID},
        SelectedValue => $Param{Priority},
        Translation   => 1,
    );

    # 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,
    );

    # show owner selection
    if ( $Self->{ConfigObject}->Get('Ticket::Frontend::NewOwnerSelection') ) {
        $Self->{LayoutObject}->Block(
            Name => 'OwnerSelection',
            Data => \%Param,
        );
    }

    # show responsible selection
    if (
        $Self->{ConfigObject}->Get('Ticket::Responsible')
        && $Self->{ConfigObject}->Get('Ticket::Frontend::NewResponsibleSelection')
        )
    {
        $Param{ResponsibleUsers}->{''} = '-';
        $Param{ResponsibleOptionStrg} = $Self->{LayoutObject}->BuildSelection(
            Data       => $Param{ResponsibleUsers},
            SelectedID => $Param{ResponsibleUserSelected},
            Name       => 'NewResponsibleID',
        );
        $Self->{LayoutObject}->Block(
            Name => 'ResponsibleSelection',
            Data => \%Param,
        );
    }

    # Dynamic fields
    # cycle through 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,
            );
        }
        else {
            $Self->{LayoutObject}->Block(
                Name => 'TimeUnitsLabel',
                Data => \%Param,
            );
        }
        $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 => {
                    %Param,
                },
            );

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

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

    # show address book if the module is registered and java script support is available
    if (
        $Self->{ConfigObject}->Get('Frontend::Module')->{AgentBook}
        && $Self->{LayoutObject}->{BrowserJavaScriptSupport}
        )
    {

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

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

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

    # show customer edit link
    my $OptionCustomer = $Self->{LayoutObject}->Permission(
        Action => 'AdminCustomerUser',
        Type   => 'rw',
    );
    if ($OptionCustomer) {

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

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

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

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

    # add rich text editor
    if ( $Self->{LayoutObject}->{BrowserRichText} ) {

        # use height/width defined for this screen
        $Param{RichTextHeight} = $Self->{Config}->{RichTextHeight} || 0;
        $Param{RichTextWidth}  = $Self->{Config}->{RichTextWidth}  || 0;

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

    # get output back
    return $Self->{LayoutObject}->Output( TemplateFile => 'AgentTicketEmail', Data => \%Param );
}

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

    my @UpdatableFields;

    # set the fields that can be updateable via AJAXUpdate
    if ( !$Param{OnlyDynamicFields} ) {
        @UpdatableFields
            = qw(
            TypeID Dest NextStateID PriorityID ServiceID SLAID SignKeyID CryptKeyID To Cc Bcc
            StandardTemplateID
        );
    }

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

        my $IsACLReducible = $Self->{BackendObject}->HasBehavior(
            DynamicFieldConfig => $DynamicFieldConfig,
            Behavior           => 'IsACLReducible',
        );
        next DYNAMICFIELD if !$IsACLReducible;

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

    return \@UpdatableFields;
}

1;
