TicketGeneric.pm

# --
# Copyright (C) 2001-2021 OTRS AG, https://otrs.com/
# Copyright (C) 2021 Znuny GmbH, https://znuny.org/
# --
# This software comes with ABSOLUTELY NO WARRANTY. For details, see
# the enclosed file COPYING for license information (GPL). If you
# did not receive this file, see https://www.gnu.org/licenses/gpl-3.0.txt.
# --

package Kernel::Output::HTML::Dashboard::TicketGeneric;

use strict;
use warnings;

use Kernel::System::VariableCheck qw(:all);
use Kernel::Language qw(Translatable);

our $ObjectManagerDisabled = 1;

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

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

    # get needed parameters
    for my $Needed (qw(Config Name UserID)) {
        die "Got no $Needed!" if ( !$Self->{$Needed} );
    }

    # get param object
    my $ParamObject = $Kernel::OM->Get('Kernel::System::Web::Request');

    my $RemoveFilters = $ParamObject->GetParam( Param => 'RemoveFilters' ) || $Param{RemoveFilters} || 0;

    # get sorting params
    for my $Item (qw(SortBy OrderBy)) {
        $Self->{$Item} = $ParamObject->GetParam( Param => $Item ) || $Param{$Item};
    }

    # Get add filters param.
    $Self->{AddFilters} = $ParamObject->GetParam( Param => 'AddFilters' ) || $Param{AddFilters} || 0;
    $Self->{TabAction}  = $ParamObject->GetParam( Param => 'TabAction' )  || $Param{TabAction}  || 0;

    # Get previous sorting column.
    $Self->{SortingColumn} = $ParamObject->GetParam( Param => 'SortingColumn' ) || $Param{SortingColumn};

    # set filter settings
    for my $Item (qw(ColumnFilter GetColumnFilter GetColumnFilterSelect)) {
        $Self->{$Item} = $Param{$Item};
    }

    # save column filters
    $Self->{PrefKeyColumnFilters}         = 'UserDashboardTicketGenericColumnFilters' . $Self->{Name};
    $Self->{PrefKeyColumnFiltersRealKeys} = 'UserDashboardTicketGenericColumnFiltersRealKeys' . $Self->{Name};

    # get needed objects
    my $JSONObject   = $Kernel::OM->Get('Kernel::System::JSON');
    my $ConfigObject = $Kernel::OM->Get('Kernel::Config');
    my $UserObject   = $Kernel::OM->Get('Kernel::System::User');

    if ($RemoveFilters) {
        $UserObject->SetPreferences(
            UserID => $Self->{UserID},
            Key    => $Self->{PrefKeyColumnFilters},
            Value  => '',
        );
        $UserObject->SetPreferences(
            UserID => $Self->{UserID},
            Key    => $Self->{PrefKeyColumnFiltersRealKeys},
            Value  => '',
        );
    }

    # just in case new filter values arrive
    elsif (
        IsHashRefWithData( $Self->{GetColumnFilter} )
        && IsHashRefWithData( $Self->{GetColumnFilterSelect} )
        && IsHashRefWithData( $Self->{ColumnFilter} )
        )
    {

        if ( !$ConfigObject->Get('DemoSystem') ) {

            # check if the user has filter preferences for this widget
            my %Preferences = $UserObject->GetPreferences(
                UserID => $Self->{UserID},
            );
            my $ColumnPrefValues;
            if ( $Preferences{ $Self->{PrefKeyColumnFilters} } ) {
                $ColumnPrefValues = $JSONObject->Decode(
                    Data => $Preferences{ $Self->{PrefKeyColumnFilters} },
                );
            }

            PREFVALUES:
            for my $Column ( sort keys %{ $Self->{GetColumnFilterSelect} } ) {
                if ( $Self->{GetColumnFilterSelect}->{$Column} eq 'DeleteFilter' ) {
                    delete $ColumnPrefValues->{$Column};
                    next PREFVALUES;
                }
                $ColumnPrefValues->{$Column} = $Self->{GetColumnFilterSelect}->{$Column};
            }

            $UserObject->SetPreferences(
                UserID => $Self->{UserID},
                Key    => $Self->{PrefKeyColumnFilters},
                Value  => $JSONObject->Encode( Data => $ColumnPrefValues ),
            );

            # save real key's name
            my $ColumnPrefRealKeysValues;
            if ( $Preferences{ $Self->{PrefKeyColumnFiltersRealKeys} } ) {
                $ColumnPrefRealKeysValues = $JSONObject->Decode(
                    Data => $Preferences{ $Self->{PrefKeyColumnFiltersRealKeys} },
                );
            }
            REALKEYVALUES:
            for my $Column ( sort keys %{ $Self->{ColumnFilter} } ) {
                next REALKEYVALUES if !$Column;

                my $DeleteFilter = 0;
                if ( IsArrayRefWithData( $Self->{ColumnFilter}->{$Column} ) ) {
                    if ( grep { $_ eq 'DeleteFilter' } @{ $Self->{ColumnFilter}->{$Column} } ) {
                        $DeleteFilter = 1;
                    }
                }
                elsif ( IsHashRefWithData( $Self->{ColumnFilter}->{$Column} ) ) {

                    if (
                        grep { $Self->{ColumnFilter}->{$Column}->{$_} eq 'DeleteFilter' }
                        keys %{ $Self->{ColumnFilter}->{$Column} }
                        )
                    {
                        $DeleteFilter = 1;
                    }
                }

                if ($DeleteFilter) {
                    delete $ColumnPrefRealKeysValues->{$Column};
                    delete $Self->{ColumnFilter}->{$Column};
                    next REALKEYVALUES;
                }
                $ColumnPrefRealKeysValues->{$Column} = $Self->{ColumnFilter}->{$Column};
            }
            $UserObject->SetPreferences(
                UserID => $Self->{UserID},
                Key    => $Self->{PrefKeyColumnFiltersRealKeys},
                Value  => $JSONObject->Encode( Data => $ColumnPrefRealKeysValues ),
            );

        }
    }

    # check if the user has filter preferences for this widget
    my %Preferences = $UserObject->GetPreferences(
        UserID => $Self->{UserID},
    );

    # get column names from Preferences
    my $PreferencesColumnFilters;
    if ( $Preferences{ $Self->{PrefKeyColumnFilters} } ) {
        $PreferencesColumnFilters = $JSONObject->Decode(
            Data => $Preferences{ $Self->{PrefKeyColumnFilters} },
        );
    }

    if ($PreferencesColumnFilters) {
        $Self->{GetColumnFilterSelect} = $PreferencesColumnFilters;
        my @ColumnFilters = keys %{$PreferencesColumnFilters};    ## no critic
        for my $Field (@ColumnFilters) {
            $Self->{GetColumnFilter}->{ $Field . $Self->{Name} } = $PreferencesColumnFilters->{$Field};
        }
    }

    # get column real names from Preferences
    my $PreferencesColumnFiltersRealKeys;
    if ( $Preferences{ $Self->{PrefKeyColumnFiltersRealKeys} } ) {
        $PreferencesColumnFiltersRealKeys = $JSONObject->Decode(
            Data => $Preferences{ $Self->{PrefKeyColumnFiltersRealKeys} },
        );
    }

    if ($PreferencesColumnFiltersRealKeys) {
        my @ColumnFiltersReal = keys %{$PreferencesColumnFiltersRealKeys};    ## no critic
        for my $Field (@ColumnFiltersReal) {
            $Self->{ColumnFilter}->{$Field} = $PreferencesColumnFiltersRealKeys->{$Field};
        }
    }

    # get current filter
    my $Name                     = $ParamObject->GetParam( Param => 'Name' ) || '';
    my $PreferencesKey           = 'UserDashboardTicketGenericFilter' . $Self->{Name};
    my $AdditionalPreferencesKey = 'UserDashboardTicketGenericAdditionalFilter' . $Self->{Name};
    if ( $Self->{Name} eq $Name ) {
        $Self->{Filter}           = $ParamObject->GetParam( Param => 'Filter' )           || '';
        $Self->{AdditionalFilter} = $ParamObject->GetParam( Param => 'AdditionalFilter' ) || '';
    }

    # Remember the selected filter in the session.
    if ( $Self->{Filter} ) {

        # update session
        $Kernel::OM->Get('Kernel::System::AuthSession')->UpdateSessionID(
            SessionID => $Self->{SessionID},
            Key       => $PreferencesKey,
            Value     => $Self->{Filter},
        );

        # update preferences
        if ( !$ConfigObject->Get('DemoSystem') ) {
            $UserObject->SetPreferences(
                UserID => $Self->{UserID},
                Key    => $PreferencesKey,
                Value  => $Self->{Filter},
            );
        }
    }
    else {
        $Self->{Filter} = $Self->{$PreferencesKey} || $Self->{Config}->{Filter} || 'All';
    }

    # The additional filter are at the moment only relevant for the customer user information center.
    if ( $Self->{Action} eq 'AgentCustomerUserInformationCenter' ) {

        # Remember the selected filter in the session.
        if ( $Self->{AdditionalFilter} ) {

            # update session
            $Kernel::OM->Get('Kernel::System::AuthSession')->UpdateSessionID(
                SessionID => $Self->{SessionID},
                Key       => $AdditionalPreferencesKey,
                Value     => $Self->{AdditionalFilter},
            );

            # update preferences
            if ( !$ConfigObject->Get('DemoSystem') ) {
                $UserObject->SetPreferences(
                    UserID => $Self->{UserID},
                    Key    => $AdditionalPreferencesKey,
                    Value  => $Self->{AdditionalFilter},
                );
            }
        }
        else {
            $Self->{AdditionalFilter}
                = $Self->{$AdditionalPreferencesKey} || $Self->{Config}->{AdditionalFilter} || 'AssignedToCustomerUser';
        }
    }

    $Self->{PrefKeyShown}   = 'UserDashboardPref' . $Self->{Name} . '-Shown';
    $Self->{PrefKeyColumns} = 'UserDashboardPref' . $Self->{Name} . '-Columns';
    $Self->{PageShown}      = $Param{PageShown}
        || $Kernel::OM->Get('Kernel::Output::HTML::Layout')->{ $Self->{PrefKeyShown} }
        || $Self->{Config}->{Limit};

    $Self->{StartHit} = int( $ParamObject->GetParam( Param => 'StartHit' ) || 1 );

    # define filterable columns
    $Self->{ValidFilterableColumns} = {
        'Owner'          => 1,
        'Responsible'    => 1,
        'CustomerID'     => 1,
        'CustomerUserID' => 1,
        'State'          => 1,
        'Queue'          => 1,
        'Priority'       => 1,
        'Type'           => 1,
        'Lock'           => 1,
        'Service'        => 1,
        'SLA'            => 1,
    };

    # hash with all valid sortable columns (taken from TicketSearch)
    # SortBy  => 'Age',   # Created|Owner|Responsible|CustomerID|State|TicketNumber|Queue
    # |Priority|Type|Lock|Title|Service|SLA|Changed|PendingTime|EscalationTime
    # | EscalationUpdateTime|EscalationResponseTime|EscalationSolutionTime
    $Self->{ValidSortableColumns} = {
        'Age'                    => 1,
        'Created'                => 1,
        'Owner'                  => 1,
        'Responsible'            => 1,
        'CustomerID'             => 1,
        'State'                  => 1,
        'TicketNumber'           => 1,
        'Queue'                  => 1,
        'Priority'               => 1,
        'Type'                   => 1,
        'Lock'                   => 1,
        'Title'                  => 1,
        'Service'                => 1,
        'Changed'                => 1,
        'SLA'                    => 1,
        'PendingTime'            => 1,
        'EscalationTime'         => 1,
        'EscalationUpdateTime'   => 1,
        'EscalationResponseTime' => 1,
        'EscalationSolutionTime' => 1,
    };

    # remove CustomerID if Customer Information Center
    if ( $Self->{Action} eq 'AgentCustomerInformationCenter' ) {
        delete $Self->{ColumnFilter}->{CustomerID};
        delete $Self->{GetColumnFilter}->{CustomerID};
        delete $Self->{GetColumnFilterSelect}->{CustomerID};
        delete $Self->{ValidFilterableColumns}->{CustomerID};
        delete $Self->{ValidSortableColumns}->{CustomerID};
    }
    elsif (
        $Self->{Action} eq 'AgentCustomerUserInformationCenter'
        && $Self->{AdditionalFilter} eq 'AssignedToCustomerUser'
        )
    {

        for my $DeleteColumnFilter (qw(CustomerUserLogin CustomerUserLoginRaw)) {
            delete $Self->{ColumnFilter}->{$DeleteColumnFilter};
            delete $Self->{GetColumnFilter}->{$DeleteColumnFilter};
        }
        delete $Self->{GetColumnFilter}->{CustomerUserID};
        delete $Self->{GetColumnFilterSelect}->{CustomerUserID};
        delete $Self->{ValidFilterableColumns}->{CustomerUserID};
    }

    $Self->{UseTicketService} = $ConfigObject->Get('Ticket::Service') || 0;

    if ( $Self->{Config}->{IsProcessWidget} ) {

        # get process management configuration
        $Self->{ProcessManagementProcessID}  = $ConfigObject->Get('Process::DynamicFieldProcessManagementProcessID');
        $Self->{ProcessManagementActivityID} = $ConfigObject->Get('Process::DynamicFieldProcessManagementActivityID');

        # get the list of processes in the system
        my $ProcessListHash = $Kernel::OM->Get('Kernel::System::ProcessManagement::Process')->ProcessList(
            ProcessState => [ 'Active', 'FadeAway', 'Inactive' ],
            Interface    => 'all',
            Silent       => 1,
        );

        # use only the process EntityIDs
        @{ $Self->{ProcessList} } = sort keys %{$ProcessListHash};
    }

    # Mentions
    $Self->{AdditionalMentionTicketSearchParams} = {};
    if ( $Self->{Config}->{IncludesMentions} ) {
        my $MentionObject = $Kernel::OM->Get('Kernel::System::Mention');

        $Self->{MentionTicketData} = $MentionObject->GetDashboardWidgetTicketData(
            UserID => $Self->{UserID},
        );

        if ( IsHashRefWithData( $Self->{MentionTicketData} ) ) {
            $Self->{AdditionalMentionTicketSearchParams}->{TicketID} = $Self->{MentionTicketData}->{TicketIDs};
            $Self->{AdditionalMentionTicketSearchParams}->{UserID}   = 1;
        }
    }

    return $Self;
}

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

    # configure columns
    my @ColumnsEnabled;
    my @ColumnsAvailable;
    my @ColumnsAvailableNotEnabled;

    # check for default settings
    if (
        $Self->{Config}->{DefaultColumns}
        && IsHashRefWithData( $Self->{Config}->{DefaultColumns} )
        )
    {
        @ColumnsAvailable = grep { $Self->{Config}->{DefaultColumns}->{$_} }
            keys %{ $Self->{Config}->{DefaultColumns} };
        @ColumnsEnabled = grep { $Self->{Config}->{DefaultColumns}->{$_} eq '2' }
            sort { $Self->_DefaultColumnSort() } keys %{ $Self->{Config}->{DefaultColumns} };
    }

    # check if the user has filter preferences for this widget
    my %Preferences = $Kernel::OM->Get('Kernel::System::User')->GetPreferences(
        UserID => $Self->{UserID},
    );

    # get JSON object
    my $JSONObject = $Kernel::OM->Get('Kernel::System::JSON');

    # if preference settings are available, take them
    if ( $Preferences{ $Self->{PrefKeyColumns} } ) {

        my $ColumnsEnabled = $JSONObject->Decode(
            Data => $Kernel::OM->Get('Kernel::Output::HTML::Layout')->{ $Self->{PrefKeyColumns} },
        );

        @ColumnsEnabled = grep { $ColumnsEnabled->{Columns}->{$_} == 1 }
            keys %{ $ColumnsEnabled->{Columns} };

        if ( $ColumnsEnabled->{Order} && @{ $ColumnsEnabled->{Order} } ) {
            @ColumnsEnabled = @{ $ColumnsEnabled->{Order} };
        }

        # remove duplicate columns
        my %UniqueColumns;
        my @ColumnsEnabledAux;

        for my $Column (@ColumnsEnabled) {
            if ( !$UniqueColumns{$Column} ) {
                push @ColumnsEnabledAux, $Column;
            }
            $UniqueColumns{$Column} = 1;
        }

        # set filtered column list
        @ColumnsEnabled = @ColumnsEnabledAux;
    }

    my %Columns;
    for my $ColumnName ( sort { $a cmp $b } @ColumnsAvailable ) {
        $Columns{Columns}->{$ColumnName} = ( grep { $ColumnName eq $_ } @ColumnsEnabled ) ? 1 : 0;
        if ( !grep { $_ eq $ColumnName } @ColumnsEnabled ) {
            push @ColumnsAvailableNotEnabled, $ColumnName;
        }
    }

    # remove CustomerID if Customer Information Center
    if ( $Self->{Action} eq 'AgentCustomerInformationCenter' ) {
        delete $Columns{Columns}->{CustomerID};
        @ColumnsEnabled             = grep { $_ ne 'CustomerID' } @ColumnsEnabled;
        @ColumnsAvailableNotEnabled = grep { $_ ne 'CustomerID' } @ColumnsAvailableNotEnabled;
    }

    my @Params = (
        {
            Desc  => Translatable('Shown Tickets'),
            Name  => $Self->{PrefKeyShown},
            Block => 'Option',
            Data  => {
                5  => ' 5',
                10 => '10',
                15 => '15',
                20 => '20',
                25 => '25',
                50 => '50',
            },
            SelectedID  => $Self->{PageShown},
            Translation => 0,
        },
        {
            Desc             => Translatable('Shown Columns'),
            Name             => $Self->{PrefKeyColumns},
            Block            => 'AllocationList',
            Columns          => $JSONObject->Encode( Data => \%Columns ),
            ColumnsEnabled   => $JSONObject->Encode( Data => \@ColumnsEnabled ),
            ColumnsAvailable => $JSONObject->Encode( Data => \@ColumnsAvailableNotEnabled ),
            Translation      => 1,
        },
    );

    return @Params;
}

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

    # check if frontend module of link is used
    if ( $Self->{Config}->{Link} && $Self->{Config}->{Link} =~ /Action=(.+?)([&;].+?|)$/ ) {
        my $Action = $1;
        if ( !$Kernel::OM->Get('Kernel::Config')->Get('Frontend::Module')->{$Action} ) {
            $Self->{Config}->{Link} = '';
        }
    }

    return (
        %{ $Self->{Config} },

        # Don't cache this globally as it contains JS that is not inside of the HTML.
        CacheTTL => undef,
        CacheKey => undef,
    );
}

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

    return if !$Param{FilterColumn};

    my $TicketIDs;
    my $HeaderColumn = $Param{FilterColumn};
    my @OriginalViewableTickets;

    if (
        $Kernel::OM->Get('Kernel::Config')->Get('OnlyValuesOnTicket')
        || $HeaderColumn eq 'CustomerID'
        || $HeaderColumn eq 'CustomerUserID'
        )
    {
        my %SearchParams        = $Self->_SearchParamsGet(%Param);
        my %TicketSearch        = %{ $SearchParams{TicketSearch} };
        my %TicketSearchSummary = %{ $SearchParams{TicketSearchSummary} };

        # add process management search terms
        if ( $Self->{Config}->{IsProcessWidget} ) {
            $TicketSearch{ 'DynamicField_' . $Self->{ProcessManagementProcessID} } = {
                Like => $Self->{ProcessList},
            };
        }

        # Add the additional filter to the ticket search param.
        if ( $Self->{AdditionalFilter} ) {
            %TicketSearch = (
                %TicketSearch,
                %{ $TicketSearchSummary{ $Self->{AdditionalFilter} } },
            );
        }

        if ( !$Self->{Config}->{IsProcessWidget} || IsArrayRefWithData( $Self->{ProcessList} ) ) {

            # Ticket search will only be executed if widget does not include mentions
            # or if it does, the user must have mentions.
            if (
                !$Self->{Config}->{IncludesMentions}
                || $Self->{MentionTicketData}
                )
            {
                @OriginalViewableTickets = $Kernel::OM->Get('Kernel::System::Ticket')->TicketSearch(
                    %TicketSearch,
                    %{ $TicketSearchSummary{ $Self->{Filter} } },
                    %{ $Self->{AdditionalMentionTicketSearchParams} },    # is empty if no mentions present
                    Result => 'ARRAY',
                );
            }
        }
    }

    if ( $HeaderColumn =~ m/^DynamicField_/ && !defined $Self->{DynamicField} ) {

        # get the dynamic fields for this screen
        $Self->{DynamicField} = $Kernel::OM->Get('Kernel::System::DynamicField')->DynamicFieldListGet(
            Valid      => 0,
            ObjectType => ['Ticket'],
        );
    }

    # get column values for to build the filters later
    my $ColumnValues = $Self->_GetColumnValues(
        OriginalTicketIDs => \@OriginalViewableTickets,
        HeaderColumn      => $HeaderColumn,
    );

    # make sure that even a value of 0 is passed as a Selected value, e.g. Unchecked value of a
    # check-box dynamic field.
    my $SelectedValue = defined $Self->{GetColumnFilter}->{ $HeaderColumn . $Self->{Name} }
        ? $Self->{GetColumnFilter}->{ $HeaderColumn . $Self->{Name} }
        : '';

    my $LabelColumn = $HeaderColumn;
    if ( $LabelColumn =~ m{ \A DynamicField_ }xms ) {

        my $DynamicFieldConfig;
        $LabelColumn =~ s{\A DynamicField_ }{}xms;

        DYNAMICFIELD:
        for my $DFConfig ( @{ $Self->{DynamicField} } ) {
            next DYNAMICFIELD if !IsHashRefWithData($DFConfig);
            next DYNAMICFIELD if $DFConfig->{Name} ne $LabelColumn;

            $DynamicFieldConfig = $DFConfig;
            last DYNAMICFIELD;
        }
        if ( IsHashRefWithData($DynamicFieldConfig) ) {
            $LabelColumn = $DynamicFieldConfig->{Label};
        }
    }

    # variable to save the filter's HTML code
    my $ColumnFilterJSON = $Self->_ColumnFilterJSON(
        ColumnName    => $HeaderColumn,
        Label         => $LabelColumn,
        ColumnValues  => $ColumnValues->{$HeaderColumn},
        SelectedValue => $SelectedValue,
        DashboardName => $Self->{Name},
    );

    return $ColumnFilterJSON;

}

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

    my %SearchParams        = $Self->_SearchParamsGet(%Param);
    my @Columns             = @{ $SearchParams{Columns} };
    my %TicketSearch        = %{ $SearchParams{TicketSearch} };
    my %TicketSearchSummary = %{ $SearchParams{TicketSearchSummary} };
    my %Filter              = %{ $SearchParams{Filter} };

    # Add the additional filter to the ticket search param.
    if ( $Self->{AdditionalFilter} ) {
        %TicketSearch = (
            %TicketSearch,
            %{ $TicketSearchSummary{ $Self->{AdditionalFilter} } },
        );
    }

    my $CacheKey = join '-', $Self->{Name}, $Self->{Action}, $Self->{PageShown}, $Self->{StartHit}, $Self->{UserID};
    my $CacheColumns = join(
        ',',
        map { $_ . '=>' . $Self->{GetColumnFilterSelect}->{$_} } sort keys %{ $Self->{GetColumnFilterSelect} }
    );
    $CacheKey .= '-' . $CacheColumns if $CacheColumns;

    # If SortBy parameter is not defined, set to value from %TicketSearch, otherwise set to default value 'Age'.
    if ( !defined $Self->{SortBy} ) {
        if ( defined $TicketSearch{SortBy} && $Self->{ValidSortableColumns}->{ $TicketSearch{SortBy} } ) {
            $Self->{SortBy} = $TicketSearch{SortBy};
        }
        else {
            $Self->{SortBy} = 'Age';
        }
    }

    $CacheKey .= '-' . $Self->{SortBy} if defined $Self->{SortBy};

    # Set OrderBy parameter to the search.
    my $IsCacheForUse = 0;
    if ( $Self->{OrderBy} ) {
        if (
            $Self->{AddFilters}
            || $Self->{TabAction}
            || !defined $Self->{SortingColumn}
            || $Self->{SortingColumn} ne $Self->{SortBy}
            )
        {
            $TicketSearch{OrderBy} = $Self->{OrderBy};
            $IsCacheForUse = 1;
        }
        else {
            $TicketSearch{OrderBy} = $Self->{OrderBy} eq 'Up' ? 'Down' : 'Up';
        }
    }

    # Set order for blocks.
    $TicketSearch{OrderBy} = $TicketSearch{OrderBy} || 'Down';

    # Set previous sorting column parameter for all columns.
    $Param{SortingColumn} = $Self->{SortBy};

    $CacheKey .= '-' . $TicketSearch{OrderBy} if defined $TicketSearch{OrderBy};

    # CustomerInformationCenter shows data per CustomerID
    if ( $Param{CustomerID} ) {
        $CacheKey .= '-' . $Param{CustomerID};
    }

    # CustomerUserInformationCenter shows data per CustomerUserID
    if ( $Param{CustomerUserID} ) {
        $CacheKey .= '-' . $Param{CustomerUserID};
    }

    # Add the additional filter always to the cache key, if a additional filter exists.
    if ( $Self->{AdditionalFilter} ) {
        $CacheKey .= '-' . $Self->{AdditionalFilter};
    }

    my $CacheObject = $Kernel::OM->Get('Kernel::System::Cache');

    my $TicketIDs = $CacheObject->Get(
        Type => 'Dashboard',
        Key  => $CacheKey . '-' . $Self->{Filter} . '-List',
    );

    my $CustomColumns = $CacheObject->Get(
        Type => 'Dashboard',
        Key  => $CacheKey . '-' . $Self->{Filter} . '-CustomColumns',
    );

    # find and show ticket list
    my $CacheUsed = 1;

    # get ticket object
    my $TicketObject = $Kernel::OM->Get('Kernel::System::Ticket');

    if ( !$TicketIDs ) {

        # quote all CustomerIDs
        if ( $TicketSearch{CustomerID} ) {
            $TicketSearch{CustomerID} = $Kernel::OM->Get('Kernel::System::DB')->QueryStringEscape(
                QueryString => $TicketSearch{CustomerID},
            );
        }

        # add sort by parameter to the search
        if ( !defined $TicketSearch{SortBy} || !$Self->{ValidSortableColumns}->{ $TicketSearch{SortBy} } ) {
            if ( $Self->{SortBy} && $Self->{ValidSortableColumns}->{ $Self->{SortBy} } ) {
                $TicketSearch{SortBy} = $Self->{SortBy};
            }
            else {
                $TicketSearch{SortBy} = 'Age';
            }
        }

        $CacheUsed = $IsCacheForUse ? 1 : 0;

        # add process management search terms
        if ( $Self->{Config}->{IsProcessWidget} ) {
            $TicketSearch{ 'DynamicField_' . $Self->{ProcessManagementProcessID} } = {
                Like => $Self->{ProcessList},
            };
        }

        my @TicketIDsArray;
        if ( !$Self->{Config}->{IsProcessWidget} || IsArrayRefWithData( $Self->{ProcessList} ) ) {

            # Copy original column filter.
            my %ColumnFilter = %{ $Self->{ColumnFilter} || {} };

            # Change filter name accordingly.
            my $Filter;
            if ( $Self->{Filter} eq 'MyQueues' ) {
                $Filter = 'QueueIDs';
            }
            elsif ( $Self->{Filter} eq 'MyServices' ) {
                $Filter = 'ServiceIDs';

                if ( $ColumnFilter{QueueIDs} ) {
                    $TicketSearchSummary{ $Self->{Filter} }->{QueueIDs} = $ColumnFilter{QueueIDs};
                }
            }
            elsif ( $Self->{Filter} eq 'Responsible' ) {
                $Filter = 'ResponsibleIDs';
            }
            elsif ( $Self->{Filter} eq 'Locked' ) {
                $Filter = 'LockIDs';
            }

            # Handle cases for filter columns to preserve filter value in other tab actions.
            if ( $ColumnFilter{LockIDs} ) {
                $TicketSearchSummary{ $Self->{Filter} }->{LockIDs} = $ColumnFilter{LockIDs};
            }
            elsif ( $ColumnFilter{OwnerIDs} ) {
                $TicketSearchSummary{ $Self->{Filter} }->{OwnerIDs} = $ColumnFilter{OwnerIDs};
            }

            # Filter is used and is not in user prefered values, show no results.
            # See bug#12808 ( https://bugs.otrs.org/show_bug.cgi?id=12808 ).
            if (
                $Filter
                && IsArrayRefWithData( $TicketSearchSummary{ $Self->{Filter} }->{$Filter} )
                && IsArrayRefWithData( $ColumnFilter{$Filter} )
                && !grep { $ColumnFilter{$Filter}->[0] == $_ } @{ $TicketSearchSummary{ $Self->{Filter} }->{$Filter} }
                )
            {
                @TicketIDsArray = ();
            }

            # Execute search.
            else {

                # Mentions
                if (
                    $Self->{Config}->{IncludesMentions}
                    && $Self->{MentionTicketData}
                    && $Self->{MentionTicketData}->{CustomColumns}
                    )
                {
                    $CustomColumns = $Self->{MentionTicketData}->{CustomColumns};
                }

                # Ticket search will only be executed if widget does not include mentions
                # or if it does, the user must have mentions.
                if (
                    !$Self->{Config}->{IncludesMentions}
                    || $Self->{MentionTicketData}
                    )
                {
                    @TicketIDsArray = $TicketObject->TicketSearch(
                        Result => 'ARRAY',
                        %TicketSearch,
                        %{ $TicketSearchSummary{ $Self->{Filter} } },
                        %ColumnFilter,
                        Limit => $Self->{PageShown} + $Self->{StartHit} - 1,
                        %{ $Self->{AdditionalMentionTicketSearchParams} },    # is empty if no mentions present
                    );
                }
            }
        }
        $TicketIDs = \@TicketIDsArray;
    }

    # check cache
    my $Summary = $CacheObject->Get(
        Type => 'Dashboard',
        Key  => $CacheKey . '-Summary',
    );

    # If no cache or new list result, do count lookup.
    if ( !$Summary || !$CacheUsed ) {

        # Define the summary types for which no count is needed, because we have no output.
        my %LookupNoCountSummaryType = (
            AssignedToCustomerUser    => 1,
            AccessibleForCustomerUser => 1,
        );

        TYPE:
        for my $Type ( sort keys %TicketSearchSummary ) {
            next TYPE if $LookupNoCountSummaryType{$Type};
            next TYPE if !$TicketSearchSummary{$Type};

            # Copy original column filter.
            my %ColumnFilter = %{ $Self->{ColumnFilter} || {} };

            # Loop through all column filter elements.
            for my $Element ( sort keys %ColumnFilter ) {

                # Verify if current column filter element is already present in the ticket search
                #   summary, to delete it from the column filter hash.
                if ( $Self->{AdditionalFilter} && $TicketSearchSummary{ $Self->{AdditionalFilter} }->{$Element} ) {
                    delete $ColumnFilter{$Element};
                }
            }

            # add process management search terms
            if ( $Self->{Config}->{IsProcessWidget} ) {
                $TicketSearch{ 'DynamicField_' . $Self->{ProcessManagementProcessID} } = {
                    Like => $Self->{ProcessList},
                };
            }

            $Summary->{$Type} = 0;

            if ( !$Self->{Config}->{IsProcessWidget} || IsArrayRefWithData( $Self->{ProcessList} ) ) {

                # Change filter name accordingly.
                my $Filter;
                if ( $Type eq 'MyQueues' ) {
                    $Filter = 'QueueIDs';
                }
                elsif ( $Type eq 'MyServices' ) {
                    $Filter = 'ServiceIDs';

                    if ( $ColumnFilter{QueueIDs} ) {
                        $TicketSearchSummary{$Type}->{QueueIDs} = $ColumnFilter{QueueIDs};
                    }
                }
                elsif ( $Type eq 'Responsible' ) {
                    $Filter = 'ResponsibleIDs';
                }
                elsif ( $Type eq 'MyLocks' ) {
                    $Filter = 'LockIDs';
                }

                # Handle cases for filter columns to preserve filter value in other tab actions.
                if ( $ColumnFilter{LockIDs} ) {
                    $TicketSearchSummary{$Type}->{LockIDs} = $ColumnFilter{LockIDs};
                }
                elsif ( $ColumnFilter{OwnerIDs} ) {
                    $TicketSearchSummary{ $Self->{Filter} }->{OwnerIDs} = $ColumnFilter{OwnerIDs};
                }

                # Filter is used and is not in user prefered values, show no results.
                # See bug#12808 ( https://bugs.otrs.org/show_bug.cgi?id=12808 ).
                if (
                    $Filter
                    && IsArrayRefWithData( $TicketSearchSummary{$Type}->{$Filter} )
                    && IsArrayRefWithData( $ColumnFilter{$Filter} )
                    && !grep { $ColumnFilter{$Filter}->[0] == $_ } @{ $TicketSearchSummary{$Type}->{$Filter} }
                    )
                {
                    $Summary->{$Type} = 0;
                }

                # Execute search.
                else {
                    $Summary->{$Type} = 0;

                    # Ticket search will only be executed if widget does not include mentions
                    # or if it does, the user must have mentions.
                    if (
                        !$Self->{Config}->{IncludesMentions}
                        || $Self->{MentionTicketData}
                        )
                    {
                        $Summary->{$Type} = $TicketObject->TicketSearch(
                            Result => 'COUNT',
                            %TicketSearch,
                            %{ $TicketSearchSummary{$Type} },
                            %ColumnFilter,
                            %{ $Self->{AdditionalMentionTicketSearchParams} },    # is empty if no mentions present
                        ) || 0;
                    }
                }
            }
        }
    }

    # set cache
    if ( !$CacheUsed && $Self->{Config}->{CacheTTLLocal} ) {
        $CacheObject->Set(
            Type  => 'Dashboard',
            Key   => $CacheKey . '-Summary',
            Value => $Summary,
            TTL   => $Self->{Config}->{CacheTTLLocal} * 60,
        );
        $CacheObject->Set(
            Type  => 'Dashboard',
            Key   => $CacheKey . '-' . $Self->{Filter} . '-List',
            Value => $TicketIDs,
            TTL   => $Self->{Config}->{CacheTTLLocal} * 60,
        );

        if ($CustomColumns) {
            $CacheObject->Set(
                Type  => 'Dashboard',
                Key   => $CacheKey . '-' . $Self->{Filter} . '-CustomColumns',
                Value => $CustomColumns,
                TTL   => $Self->{Config}->{CacheTTLLocal} * 60,
            );
        }
    }

    # Set the css class for the selected filter and additional filter.
    $Summary->{ $Self->{Filter} . '::Selected' } = 'Selected';
    if ( $Self->{AdditionalFilter} ) {
        $Summary->{ $Self->{AdditionalFilter} . '::Selected' } = 'Selected';
    }

    for my $Filter ( sort keys %Filter ) {
        $Filter{$Filter}->{Count} = $Summary->{$Filter} || 0;
    }

    my $LayoutObject = $Kernel::OM->Get('Kernel::Output::HTML::Layout');

    # get filter ticket counts
    $LayoutObject->Block(
        Name => 'ContentLargeTicketGenericFilter',
        Data => {
            %Param,
            %{ $Self->{Config} },
            Name => $Self->{Name},
            %{$Summary},
            Filter => $Filter{ $Self->{Filter} },
        },
    );

    my $ConfigObject = $Kernel::OM->Get('Kernel::Config');

    # show only AssignedToCustomerUser if we have the filter
    if ( $TicketSearchSummary{AssignedToCustomerUser} ) {
        $LayoutObject->Block(
            Name => 'ContentLargeTicketGenericFilterAssignedToCustomerUser',
            Data => {
                %Param,
                %{ $Self->{Config} },
                Name => $Self->{Name},
                %{$Summary},
            },
        );
    }

    # show only locked if we have the filter
    if ( $TicketSearchSummary{AccessibleForCustomerUser} ) {
        $LayoutObject->Block(
            Name => 'ContentLargeTicketGenericFilterAccessibleForCustomerUser',
            Data => {
                %Param,
                %{ $Self->{Config} },
                Name => $Self->{Name},
                %{$Summary},
            },
        );
    }

    # show also watcher if feature is enabled and there is a watcher filter
    if ( $ConfigObject->Get('Ticket::Watcher') && $TicketSearchSummary{Watcher} ) {
        $LayoutObject->Block(
            Name => 'ContentLargeTicketGenericFilterWatcher',
            Data => {
                %Param,
                %{ $Self->{Config} },
                Name => $Self->{Name},
                %{$Summary},
            },
        );
    }

    # show also responsible if feature is enabled and there is a responsible filter
    if ( $ConfigObject->Get('Ticket::Responsible') && $TicketSearchSummary{Responsible} ) {
        $LayoutObject->Block(
            Name => 'ContentLargeTicketGenericFilterResponsible',
            Data => {
                %Param,
                %{ $Self->{Config} },
                Name => $Self->{Name},
                %{$Summary},
            },
        );
    }

    # show only my queues if we have the filter
    if ( $TicketSearchSummary{MyQueues} ) {
        $LayoutObject->Block(
            Name => 'ContentLargeTicketGenericFilterMyQueues',
            Data => {
                %Param,
                %{ $Self->{Config} },
                Name => $Self->{Name},
                %{$Summary},
            },
        );
    }

    # show only my services if we have the filter
    if ( $TicketSearchSummary{MyServices} ) {
        $LayoutObject->Block(
            Name => 'ContentLargeTicketGenericFilterMyServices',
            Data => {
                %Param,
                %{ $Self->{Config} },
                Name => $Self->{Name},
                %{$Summary},
            },
        );
    }

    # show only locked if we have the filter
    if ( $TicketSearchSummary{Locked} ) {
        $LayoutObject->Block(
            Name => 'ContentLargeTicketGenericFilterLocked',
            Data => {
                %Param,
                %{ $Self->{Config} },
                Name => $Self->{Name},
                %{$Summary},
            },
        );
    }

    # show only owned tickets if we have the filter
    if ( $TicketSearchSummary{Owned} ) {
        $LayoutObject->Block(
            Name => 'ContentLargeTicketGenericFilterOwned',
            Data => {
                %Param,
                %{ $Self->{Config} },
                Name => $Self->{Name},
                %{$Summary},
            },
        );
    }

    # add page nav bar
    my $Total = $Summary->{ $Self->{Filter} } || 0;

    my %GetColumnFilter = $Self->{GetColumnFilter} ? %{ $Self->{GetColumnFilter} } : ();

    my $ColumnFilterLink = '';
    COLUMNNAME:
    for my $ColumnName ( sort keys %GetColumnFilter ) {
        next COLUMNNAME if !$ColumnName;
        next COLUMNNAME if !$GetColumnFilter{$ColumnName};
        $ColumnFilterLink
            .= ';' . $LayoutObject->Ascii2Html( Text => 'ColumnFilter' . $ColumnName )
            . '=' . $LayoutObject->LinkEncode( $GetColumnFilter{$ColumnName} );
    }

    my $LinkPage =
        'Subaction=Element;Name=' . $Self->{Name}
        . ';Filter=' . $Self->{Filter}
        . ';AdditionalFilter=' . ( $Self->{AdditionalFilter} || '' )
        . ';SortBy=' .           ( $Self->{SortBy}           || '' )
        . ';OrderBy=' .          ( $TicketSearch{OrderBy}    || '' )
        . $ColumnFilterLink
        . ';';

    if ( $Param{CustomerID} ) {
        $LinkPage .= "CustomerID=$Param{CustomerID};";
    }
    if ( $Param{CustomerUserID} ) {
        $LinkPage .= "CustomerUserID=$Param{CustomerUserID};";
    }

    my %PageNav = $LayoutObject->PageNavBar(
        StartHit    => $Self->{StartHit},
        PageShown   => $Self->{PageShown},
        AllHits     => $Total || 1,
        Action      => 'Action=' . $LayoutObject->{Action},
        Link        => $LinkPage,
        AJAXReplace => 'Dashboard' . $Self->{Name},
        IDPrefix    => 'Dashboard' . $Self->{Name},
        AJAX        => $Param{AJAX},
    );

    if ($Total) {
        $LayoutObject->Block(
            Name => 'ContentLargeTicketGenericFilterNavBar',
            Data => {
                %{ $Self->{Config} },
                Name => $Self->{Name},
                %PageNav,
            },
        );
    }

    # show table header
    $LayoutObject->Block(
        Name => 'ContentLargeTicketGenericHeader',
        Data => {},
    );

    # define which meta items will be shown
    my @MetaItems = $LayoutObject->TicketMetaItemsCount();

    # remove (-) from name for JS config
    my $WidgetName = $Self->{Name};
    $WidgetName =~ s{-}{}g;

    # show non-labeled table headers
    my $CSS = '';

    # Send data to JS for init container.
    $LayoutObject->AddJSData(
        Key   => 'InitContainerDashboard' . $Self->{Name},
        Value => {
            SortBy  => $Self->{SortBy} || 'Age',
            OrderBy => $TicketSearch{OrderBy},
        },
    );

    for my $Item (@MetaItems) {
        $CSS = '';
        my $Title = $LayoutObject->{LanguageObject}->Translate($Item);

        # set title description
        if ( $Self->{SortBy} && $Self->{SortBy} eq $Item ) {
            my $TitleDesc = '';
            if ( $TicketSearch{OrderBy} eq 'Down' ) {
                $CSS .= ' SortDescendingLarge';
                $TitleDesc = Translatable('sorted descending');
            }
            else {
                $CSS .= ' SortAscendingLarge';
                $TitleDesc = Translatable('sorted ascending');
            }

            $TitleDesc = $LayoutObject->{LanguageObject}->Translate($TitleDesc);
            $Title .= ', ' . $TitleDesc;
        }

        # add surrounding container
        $LayoutObject->Block(
            Name => 'GeneralOverviewHeader',
        );
        $LayoutObject->Block(
            Name => 'ContentLargeTicketGenericHeaderMeta',
            Data => {
                CSS              => $CSS,
                HeaderColumnName => $Item,
                Title            => $Title,
            },
        );

        if ( $Item eq 'New Article' ) {

            $LayoutObject->Block(
                Name => 'ContentLargeTicketGenericHeaderMetaEmpty',
                Data => {
                    HeaderColumnName => $Item,
                },
            );
        }
        else {

            # send data to JS
            $LayoutObject->AddJSData(
                Key   => 'HeaderMeta' . $WidgetName,
                Value => {
                    Name             => $Self->{Name},
                    OrderBy          => $TicketSearch{OrderBy},
                    HeaderColumnName => $Item,
                    SortingColumn    => $Param{SortingColumn},
                },
            );

            $LayoutObject->Block(
                Name => 'ContentLargeTicketGenericHeaderMetaLink',
                Data => {
                    %Param,
                    Name             => $Self->{Name},
                    OrderBy          => $TicketSearch{OrderBy},
                    HeaderColumnName => $Item,
                    Title            => $Title,
                },
            );
        }
    }

    # send data to JS
    $LayoutObject->AddJSData(
        Key   => 'HeaderColumn' . $WidgetName,
        Value => \@Columns
    );

    # show all needed headers
    HEADERCOLUMN:
    for my $HeaderColumn (@Columns) {

        # skip CustomerID if Customer Information Center
        if ( $Self->{Action} eq 'AgentCustomerInformationCenter' && $HeaderColumn eq 'CustomerID' ) {
            next HEADERCOLUMN;
        }

        if ( $HeaderColumn !~ m{\A DynamicField_}xms ) {

            $CSS = '';
            my $Title = $LayoutObject->{LanguageObject}->Translate($HeaderColumn);

            # Set title description.
            if ( $Self->{SortBy} && $Self->{SortBy} eq $HeaderColumn ) {
                my $TitleDesc = '';
                if ( $TicketSearch{OrderBy} eq 'Down' ) {
                    $CSS .= ' SortDescendingLarge';
                    $TitleDesc = Translatable('sorted descending');
                }
                else {
                    $CSS .= ' SortAscendingLarge';
                    $TitleDesc = Translatable('sorted ascending');
                }

                $TitleDesc = $LayoutObject->{LanguageObject}->Translate($TitleDesc);
                $Title .= ', ' . $TitleDesc;
            }

            # translate the column name to write it in the current language
            my $TranslatedWord;
            if ( $HeaderColumn eq 'EscalationTime' ) {
                $TranslatedWord = $LayoutObject->{LanguageObject}->Translate('Service Time');
            }
            elsif ( $HeaderColumn eq 'EscalationResponseTime' ) {
                $TranslatedWord = $LayoutObject->{LanguageObject}->Translate('First Response Time');
            }
            elsif ( $HeaderColumn eq 'EscalationSolutionTime' ) {
                $TranslatedWord = $LayoutObject->{LanguageObject}->Translate('Solution Time');
            }
            elsif ( $HeaderColumn eq 'EscalationUpdateTime' ) {
                $TranslatedWord = $LayoutObject->{LanguageObject}->Translate('Update Time');
            }
            elsif ( $HeaderColumn eq 'PendingTime' ) {
                $TranslatedWord = $LayoutObject->{LanguageObject}->Translate('Pending till');
            }
            elsif ( $HeaderColumn eq 'CustomerCompanyName' ) {
                $TranslatedWord = $LayoutObject->{LanguageObject}->Translate('Customer Name');
            }
            elsif ( $HeaderColumn eq 'CustomerID' ) {
                $TranslatedWord = $LayoutObject->{LanguageObject}->Translate('Customer ID');
            }
            elsif ( $HeaderColumn eq 'CustomerName' ) {
                $TranslatedWord = $LayoutObject->{LanguageObject}->Translate('Customer User Name');
            }
            elsif ( $HeaderColumn eq 'CustomerUserID' ) {
                $TranslatedWord = $LayoutObject->{LanguageObject}->Translate('Customer User ID');
            }
            else {
                $TranslatedWord = $LayoutObject->{LanguageObject}->Translate($HeaderColumn);
            }

            # add surrounding container
            $LayoutObject->Block(
                Name => 'GeneralOverviewHeader',
            );
            $LayoutObject->Block(
                Name => 'ContentLargeTicketGenericHeaderTicketHeader',
                Data => {},
            );

            if ( $HeaderColumn eq 'TicketNumber' ) {

                # send data to JS
                $LayoutObject->AddJSData(
                    Key   => 'TicketNumberColumn' . $WidgetName,
                    Value => {
                        Name          => $Self->{Name},
                        OrderBy       => $TicketSearch{OrderBy},
                        SortingColumn => $Param{SortingColumn},
                    },
                );

                $LayoutObject->Block(
                    Name => 'ContentLargeTicketGenericHeaderTicketNumberColumn',
                    Data => {
                        %Param,
                        CSS   => $CSS || '',
                        Name  => $Self->{Name},
                        Title => $Title,
                    },
                );
                next HEADERCOLUMN;
            }

            my $FilterTitle     = $TranslatedWord;
            my $FilterTitleDesc = Translatable('filter not active');
            if ( $Self->{GetColumnFilterSelect} && $Self->{GetColumnFilterSelect}->{$HeaderColumn} ) {
                $CSS .= ' FilterActive';
                $FilterTitleDesc = Translatable('filter active');
            }
            $FilterTitleDesc = $LayoutObject->{LanguageObject}->Translate($FilterTitleDesc);
            $FilterTitle .= ', ' . $FilterTitleDesc;

            $LayoutObject->Block(
                Name => 'ContentLargeTicketGenericHeaderColumn',
                Data => {
                    HeaderColumnName     => $HeaderColumn   || '',
                    HeaderNameTranslated => $TranslatedWord || $HeaderColumn,
                    CSS                  => $CSS            || '',
                },
            );

            # verify if column is filterable and sortable
            if (
                $Self->{ValidSortableColumns}->{$HeaderColumn}
                && $Self->{ValidFilterableColumns}->{$HeaderColumn}
                )
            {

                my $Css;
                if (
                    $HeaderColumn eq 'CustomerID'
                    || $HeaderColumn eq 'Responsible'
                    || $HeaderColumn eq 'Owner'
                    )
                {
                    $Css = 'Hidden';
                }

                # variable to save the filter's HTML code
                my $ColumnFilterHTML = $Self->_InitialColumnFilter(
                    ColumnName => $HeaderColumn,
                    Css        => $Css,
                );

                # send data to JS
                $LayoutObject->AddJSData(
                    Key   => 'ColumnFilterSort' . $HeaderColumn . $WidgetName,
                    Value => {
                        HeaderColumnName => $HeaderColumn,
                        Name             => $Self->{Name},
                        SortBy           => $Self->{SortBy} || 'Age',
                        OrderBy          => $TicketSearch{OrderBy},
                        SortingColumn    => $Param{SortingColumn},
                    },
                );

                $LayoutObject->Block(
                    Name => 'ContentLargeTicketGenericHeaderColumnFilterLink',
                    Data => {
                        %Param,
                        HeaderColumnName     => $HeaderColumn,
                        CSS                  => $CSS,
                        HeaderNameTranslated => $TranslatedWord || $HeaderColumn,
                        ColumnFilterStrg     => $ColumnFilterHTML,
                        OrderBy              => $TicketSearch{OrderBy},
                        SortBy               => $Self->{SortBy} || 'Age',
                        Name                 => $Self->{Name},
                        Title                => $Title,
                        FilterTitle          => $FilterTitle,
                    },
                );

                if ( $HeaderColumn eq 'CustomerID' ) {

                    # #136 - todo this autocomplete has been disabled for now
                    #                     # send data to JS
                    #                     $LayoutObject->AddJSData(
                    #                         Key   => 'CustomerIDAutocomplete',
                    #                         Value => {
                    #                             QueryDelay          => 100,
                    #                             MaxResultsDisplayed => 20,
                    #                             MinQueryLength      => 2,
                    #                         },
                    #                     );
                    #                     $LayoutObject->Block(
                    #                         Name => 'ContentLargeTicketGenericHeaderColumnFilterLinkCustomerIDSearch',
                    #                         Data => {},
                    #                     );
                }

                elsif ( $HeaderColumn eq 'Responsible' || $HeaderColumn eq 'Owner' ) {

                    #136 - todo this autocomplete has been disabled for now
                    #                     # send data to JS
                    #                     $LayoutObject->AddJSData(
                    #                         Key   => 'UserAutocomplete',
                    #                         Value => {
                    #                             QueryDelay          => 100,
                    #                             MaxResultsDisplayed => 20,
                    #                             MinQueryLength      => 2,
                    #                         },
                    #                     );
                    #                     $LayoutObject->Block(
                    #                         Name => 'ContentLargeTicketGenericHeaderColumnFilterLinkUserSearch',
                    #                         Data => {},
                    #                     );
                }
            }

            # verify if column is just filterable
            elsif ( $Self->{ValidFilterableColumns}->{$HeaderColumn} ) {

                my $Css;
                if ( $HeaderColumn eq 'CustomerUserID' ) {
                    $Css = 'Hidden';
                }

                # variable to save the filter's HTML code
                my $ColumnFilterHTML = $Self->_InitialColumnFilter(
                    ColumnName => $HeaderColumn,
                    Css        => $Css,
                );

                # send data to JS
                $LayoutObject->AddJSData(
                    Key   => 'ColumnFilter' . $HeaderColumn . $WidgetName,
                    Value => {
                        HeaderColumnName => $HeaderColumn,
                        Name             => $Self->{Name},
                        SortBy           => $Self->{SortBy} || 'Age',
                        OrderBy          => $TicketSearch{OrderBy},
                    },
                );

                $LayoutObject->Block(
                    Name => 'ContentLargeTicketGenericHeaderColumnFilter',
                    Data => {
                        %Param,
                        HeaderColumnName     => $HeaderColumn,
                        CSS                  => $CSS,
                        HeaderNameTranslated => $TranslatedWord || $HeaderColumn,
                        ColumnFilterStrg     => $ColumnFilterHTML,
                        Name                 => $Self->{Name},
                        Title                => $Title,
                        FilterTitle          => $FilterTitle,
                    },
                );

                if ( $HeaderColumn eq 'CustomerUserID' ) {

                    #136 - todo this autocomplete has been disabled for now
                    #                     # send data to JS
                    #                     $LayoutObject->AddJSData(
                    #                         Key   => 'CustomerUserAutocomplete',
                    #                         Value => {
                    #                             QueryDelay          => 100,
                    #                             MaxResultsDisplayed => 20,
                    #                             MinQueryLength      => 2,
                    #                         },
                    #                     );

                  #                     $LayoutObject->Block(
                  #                         Name => 'ContentLargeTicketGenericHeaderColumnFilterLinkCustomerUserSearch',
                  #                         Data => {},
                  #                     );
                }
            }

            # verify if column is just sortable
            elsif ( $Self->{ValidSortableColumns}->{$HeaderColumn} ) {

                # send data to JS
                $LayoutObject->AddJSData(
                    Key   => 'ColumnSortable' . $HeaderColumn . $WidgetName,
                    Value => {
                        HeaderColumnName => $HeaderColumn,
                        Name             => $Self->{Name},
                        SortBy           => $Self->{SortBy} || $HeaderColumn,
                        OrderBy          => $TicketSearch{OrderBy},
                        SortingColumn    => $Param{SortingColumn},
                    },
                );

                $LayoutObject->Block(
                    Name => 'ContentLargeTicketGenericHeaderColumnLink',
                    Data => {
                        %Param,
                        HeaderColumnName     => $HeaderColumn,
                        CSS                  => $CSS,
                        HeaderNameTranslated => $TranslatedWord || $HeaderColumn,
                        OrderBy              => $TicketSearch{OrderBy},
                        SortBy               => $Self->{SortBy} || $HeaderColumn,
                        Name                 => $Self->{Name},
                        Title                => $Title,
                    },
                );
            }
            else {
                $LayoutObject->Block(
                    Name => 'ContentLargeTicketGenericHeaderColumnEmpty',
                    Data => {
                        %Param,
                        HeaderNameTranslated => $TranslatedWord || $HeaderColumn,
                        HeaderColumnName     => $HeaderColumn,
                        CSS                  => $CSS,
                        Title                => $Title,
                    },
                );
            }
        }

        # Dynamic fields
        else {
            my $DynamicFieldConfig;
            my $DFColumn = $HeaderColumn;
            $DFColumn =~ s/DynamicField_//g;
            DYNAMICFIELD:
            for my $DFConfig ( @{ $Self->{DynamicField} } ) {
                next DYNAMICFIELD if !IsHashRefWithData($DFConfig);
                next DYNAMICFIELD if $DFConfig->{Name} ne $DFColumn;

                $DynamicFieldConfig = $DFConfig;
                last DYNAMICFIELD;
            }
            next HEADERCOLUMN if !IsHashRefWithData($DynamicFieldConfig);

            my $Label = $DynamicFieldConfig->{Label};

            my $TranslatedLabel = $LayoutObject->{LanguageObject}->Translate($Label);

            my $DynamicFieldName = 'DynamicField_' . $DynamicFieldConfig->{Name};

            my $CSS             = '';
            my $FilterTitle     = $Label;
            my $FilterTitleDesc = Translatable('filter not active');
            if ( $Self->{GetColumnFilterSelect} && defined $Self->{GetColumnFilterSelect}->{$DynamicFieldName} ) {
                $CSS .= 'FilterActive ';
                $FilterTitleDesc = Translatable('filter active');
            }
            $FilterTitleDesc = $LayoutObject->{LanguageObject}->Translate($FilterTitleDesc);
            $FilterTitle .= ', ' . $FilterTitleDesc;

            # get field sortable condition
            my $IsSortable = $Kernel::OM->Get('Kernel::System::DynamicField::Backend')->HasBehavior(
                DynamicFieldConfig => $DynamicFieldConfig,
                Behavior           => 'IsSortable',
            );

            # set title
            my $Title = $Label;

            # add surrounding container
            $LayoutObject->Block(
                Name => 'GeneralOverviewHeader',
            );
            $LayoutObject->Block(
                Name => 'ContentLargeTicketGenericHeaderTicketHeader',
                Data => {},
            );

            if ($IsSortable) {
                my $TitleDesc = '';
                if (
                    $Self->{SortBy}
                    && ( $Self->{SortBy} eq ( 'DynamicField_' . $DynamicFieldConfig->{Name} ) )
                    )
                {
                    if ( $TicketSearch{OrderBy} eq 'Down' ) {
                        $CSS .= ' SortDescendingLarge';
                        $TitleDesc = Translatable('sorted descending');
                    }
                    else {
                        $CSS .= ' SortAscendingLarge';
                        $TitleDesc = Translatable('sorted ascending');
                    }

                    $TitleDesc = $LayoutObject->{LanguageObject}->Translate($TitleDesc);
                    $Title .= ', ' . $TitleDesc;
                }

                $LayoutObject->Block(
                    Name => 'ContentLargeTicketGenericHeaderColumn',
                    Data => {
                        HeaderColumnName => $DynamicFieldName || '',
                        CSS              => $CSS              || '',
                    },
                );

                # check if the dynamic field is sortable and filterable (sortable check was made before)
                if ( $Self->{ValidFilterableColumns}->{$DynamicFieldName} ) {

                    # variable to save the filter's HTML code
                    my $ColumnFilterHTML = $Self->_InitialColumnFilter(
                        ColumnName => $DynamicFieldName,
                        Label      => $Label,
                    );

                    # send data to JS
                    $LayoutObject->AddJSData(
                        Key   => 'ColumnFilterSort' . $DynamicFieldName . $WidgetName,
                        Value => {
                            HeaderColumnName => $DynamicFieldName,
                            Name             => $Self->{Name},
                            SortBy           => $Self->{SortBy} || 'Age',
                            OrderBy          => $TicketSearch{OrderBy},
                            SortingColumn    => $Param{SortingColumn},
                        },
                    );

                    # output sortable and filterable dynamic field
                    $LayoutObject->Block(
                        Name => 'ContentLargeTicketGenericHeaderColumnFilterLink',
                        Data => {
                            %Param,
                            HeaderColumnName     => $DynamicFieldName,
                            CSS                  => $CSS,
                            HeaderNameTranslated => $TranslatedLabel || $DynamicFieldName,
                            ColumnFilterStrg     => $ColumnFilterHTML,
                            OrderBy              => $TicketSearch{OrderBy},
                            SortBy               => $Self->{SortBy} || 'Age',
                            Name                 => $Self->{Name},
                            Title                => $Title,
                            FilterTitle          => $FilterTitle,
                        },
                    );
                }

                # otherwise the dynamic field is only sortable (sortable check was made before)
                else {

                    # send data to JS
                    $LayoutObject->AddJSData(
                        Key   => 'ColumnSortable' . $DynamicFieldName . $WidgetName,
                        Value => {
                            HeaderColumnName => $DynamicFieldName,
                            Name             => $Self->{Name},
                            SortBy           => $Self->{SortBy} || $DynamicFieldName,
                            OrderBy          => $TicketSearch{OrderBy},
                            SortingColumn    => $Param{SortingColumn},
                        },
                    );

                    # output sortable dynamic field
                    $LayoutObject->Block(
                        Name => 'ContentLargeTicketGenericHeaderColumnLink',
                        Data => {
                            %Param,
                            HeaderColumnName     => $DynamicFieldName,
                            CSS                  => $CSS,
                            HeaderNameTranslated => $TranslatedLabel || $DynamicFieldName,
                            OrderBy              => $TicketSearch{OrderBy},
                            SortBy               => $Self->{SortBy} || $DynamicFieldName,
                            Name                 => $Self->{Name},
                            Title                => $Title,
                            FilterTitle          => $FilterTitle,
                        },
                    );
                }
            }

            # if the dynamic field was not sortable (check was made and fail before)
            # it might be filterable
            elsif ( $Self->{ValidFilterableColumns}->{$DynamicFieldName} ) {

                $LayoutObject->Block(
                    Name => 'ContentLargeTicketGenericHeaderColumn',
                    Data => {
                        HeaderColumnName => $DynamicFieldName || '',
                        CSS              => $CSS              || '',
                        Title            => $Title,
                    },
                );

                # variable to save the filter's HTML code
                my $ColumnFilterHTML = $Self->_InitialColumnFilter(
                    ColumnName => $DynamicFieldName,
                    Label      => $Label,
                );

                # send data to JS
                $LayoutObject->AddJSData(
                    Key   => 'ColumnFilter' . $DynamicFieldName . $WidgetName,
                    Value => {
                        HeaderColumnName => $DynamicFieldName,
                        Name             => $Self->{Name},
                        SortBy           => $Self->{SortBy} || 'Age',
                        OrderBy          => $TicketSearch{OrderBy},
                    },
                );

                # output filterable (not sortable) dynamic field
                $LayoutObject->Block(
                    Name => 'ContentLargeTicketGenericHeaderColumnFilter',
                    Data => {
                        %Param,
                        HeaderColumnName     => $DynamicFieldName,
                        CSS                  => $CSS,
                        HeaderNameTranslated => $TranslatedLabel || $DynamicFieldName,
                        ColumnFilterStrg     => $ColumnFilterHTML,
                        Name                 => $Self->{Name},
                        Title                => $Title,
                        FilterTitle          => $FilterTitle,
                    },
                );
            }

            # otherwise the field is not filterable and not sortable
            else {

                $LayoutObject->Block(
                    Name => 'ContentLargeTicketGenericHeaderColumn',
                    Data => {
                        HeaderColumnName => $DynamicFieldName || '',
                        CSS              => $CSS              || '',
                    },
                );

                # output plain dynamic field header (not filterable, not sortable)
                $LayoutObject->Block(
                    Name => 'ContentLargeTicketGenericHeaderColumnEmpty',
                    Data => {
                        %Param,
                        HeaderNameTranslated => $TranslatedLabel || $DynamicFieldName,
                        HeaderColumnName     => $DynamicFieldName,
                        CSS                  => $CSS,
                        Title                => $Title,
                    },
                );
            }
        }
    }

    # show tickets
    my $Count = 0;
    TICKETID:
    for my $TicketID ( @{$TicketIDs} ) {
        $Count++;
        next TICKETID if $Count < $Self->{StartHit};
        my %Ticket = $TicketObject->TicketGet(
            TicketID      => $TicketID,
            UserID        => $Self->{UserID},
            DynamicFields => 0,
            Silent        => 1
        );

        %Ticket = ( %Ticket, %{ $CustomColumns->{$TicketID} } ) if $CustomColumns->{$TicketID};

        next TICKETID if !%Ticket;

        # set a default title if ticket has no title
        if ( !$Ticket{Title} ) {
            $Ticket{Title} = $LayoutObject->{LanguageObject}->Translate(
                'This ticket has no title or subject'
            );
        }

        my $WholeTitle = $Ticket{Title} || '';
        $Ticket{Title} = $TicketObject->TicketSubjectClean(
            TicketNumber => $Ticket{TicketNumber},
            Subject      => $Ticket{Title},
        );

        # create human age
        if ( $Self->{Config}->{Time} ne 'Age' ) {
            $Ticket{Time} = $LayoutObject->CustomerAge(
                Age                => $Ticket{ $Self->{Config}->{Time} },
                TimeShowAlwaysLong => 1,
                Space              => ' ',
            );
        }
        else {
            $Ticket{Time} = $LayoutObject->CustomerAge(
                Age   => $Ticket{ $Self->{Config}->{Time} },
                Space => ' ',
            );
        }

        # show ticket
        $LayoutObject->Block(
            Name => 'ContentLargeTicketGenericRow',
            Data => \%Ticket,
        );

        # show ticket flags
        my @TicketMetaItems = $LayoutObject->TicketMetaItems(
            Ticket => \%Ticket,
        );
        for my $Item (@TicketMetaItems) {

            $LayoutObject->Block(
                Name => 'GeneralOverviewRow',
            );
            $LayoutObject->Block(
                Name => 'ContentLargeTicketGenericRowMeta',
                Data => {},
            );
            if ($Item) {
                $LayoutObject->Block(
                    Name => 'ContentLargeTicketGenericRowMetaImage',
                    Data => $Item,
                );
            }
        }

        # save column content
        my $DataValue;

        # get needed objects
        my $BackendObject = $Kernel::OM->Get('Kernel::System::DynamicField::Backend');
        my $UserObject    = $Kernel::OM->Get('Kernel::System::User');

        # show all needed columns
        COLUMN:
        for my $Column (@Columns) {

            # skip CustomerID if Customer Information Center
            if ( $Self->{Action} eq 'AgentCustomerInformationCenter' && $Column eq 'CustomerID' ) {
                next COLUMN;
            }

            if ( $Column !~ m{\A DynamicField_}xms ) {

                $LayoutObject->Block(
                    Name => 'GeneralOverviewRow',
                );
                $LayoutObject->Block(
                    Name => 'ContentLargeTicketGenericTicketColumn',
                    Data => {},
                );

                my $BlockType = '';
                my $CSSClass  = '';

                if ( $Column eq 'TicketNumber' ) {
                    $LayoutObject->Block(
                        Name => 'ContentLargeTicketGenericTicketNumber',
                        Data => {
                            %Ticket,
                            Title => $Ticket{Title},
                        },
                    );
                    next COLUMN;
                }
                elsif ( $Column eq 'EscalationTime' ) {
                    my %EscalationData;
                    $EscalationData{EscalationTime}            = $Ticket{EscalationTime};
                    $EscalationData{EscalationDestinationDate} = $Ticket{EscalationDestinationDate};

                    $EscalationData{EscalationTimeHuman} = $LayoutObject->CustomerAge(
                        Age                => $EscalationData{EscalationTime},
                        TimeShowAlwaysLong => 1,
                        Space              => ' ',
                    ) || '-';
                    $EscalationData{EscalationTimeWorkingTime} = $LayoutObject->CustomerAge(
                        Age                => $EscalationData{EscalationTimeWorkingTime},
                        TimeShowAlwaysLong => 1,
                        Space              => ' ',
                    );
                    if ( defined $Ticket{EscalationTime} && $Ticket{EscalationTime} < 60 * 60 * 1 ) {
                        $EscalationData{EscalationClass} = 'Warning';
                    }
                    $LayoutObject->Block(
                        Name => 'ContentLargeTicketGenericEscalationTime',
                        Data => {%EscalationData},
                    );
                    next COLUMN;
                }
                elsif ( $Column eq 'Age' ) {
                    $DataValue = $LayoutObject->CustomerAge(
                        Age   => $Ticket{Age},
                        Space => ' ',
                    );
                }
                elsif ( $Column eq 'EscalationSolutionTime' ) {
                    $BlockType = 'Escalation';
                    $DataValue = $LayoutObject->CustomerAge(
                        Age                => $Ticket{SolutionTime} || 0,
                        TimeShowAlwaysLong => 1,
                        Space              => ' ',
                    );
                    if ( defined $Ticket{SolutionTime} && $Ticket{SolutionTime} < 60 * 60 * 1 ) {
                        $CSSClass = 'Warning';
                    }
                }
                elsif ( $Column eq 'EscalationResponseTime' ) {
                    $BlockType = 'Escalation';
                    $DataValue = $LayoutObject->CustomerAge(
                        Age                => $Ticket{FirstResponseTime} || 0,
                        TimeShowAlwaysLong => 1,
                        Space              => ' ',
                    );
                    if (
                        defined $Ticket{FirstResponseTime}
                        && $Ticket{FirstResponseTime} < 60 * 60 * 1
                        )
                    {
                        $CSSClass = 'Warning';
                    }
                }
                elsif ( $Column eq 'EscalationUpdateTime' ) {
                    $BlockType = 'Escalation';
                    $DataValue = $LayoutObject->CustomerAge(
                        Age                => $Ticket{UpdateTime} || 0,
                        TimeShowAlwaysLong => 1,
                        Space              => ' ',
                    );
                    if ( defined $Ticket{UpdateTime} && $Ticket{UpdateTime} < 60 * 60 * 1 ) {
                        $CSSClass = 'Warning';
                    }
                }
                elsif ( $Column eq 'PendingTime' ) {
                    $BlockType = 'Escalation';
                    $DataValue = $LayoutObject->CustomerAge(
                        Age   => $Ticket{'UntilTime'},
                        Space => ' ',
                    );
                    if ( defined $Ticket{UntilTime} && $Ticket{UntilTime} < -1 ) {
                        $CSSClass = 'Warning';
                    }
                }
                elsif ( $Column eq 'Owner' ) {

                    # get owner info
                    my %OwnerInfo = $UserObject->GetUserData(
                        UserID => $Ticket{OwnerID},
                    );
                    $DataValue = $OwnerInfo{'UserFullname'};
                }
                elsif ( $Column eq 'Responsible' ) {

                    # get responsible info
                    my %ResponsibleInfo = $UserObject->GetUserData(
                        UserID => $Ticket{ResponsibleID},
                    );
                    $DataValue = $ResponsibleInfo{'UserFullname'};
                }
                elsif (
                    $Column eq 'State'
                    || $Column eq 'Lock'
                    || $Column eq 'Priority'
                    )
                {
                    $BlockType = 'Translatable';
                    $DataValue = $Ticket{$Column};
                }
                elsif ( $Column eq 'Created' || $Column eq 'Changed' ) {
                    $BlockType = 'Time';
                    $DataValue = $Ticket{$Column};
                }
                elsif ( $Column eq 'CustomerName' ) {

                    # get customer name
                    my $CustomerName;
                    if ( $Ticket{CustomerUserID} ) {
                        $CustomerName = $Kernel::OM->Get('Kernel::System::CustomerUser')->CustomerName(
                            UserLogin => $Ticket{CustomerUserID},
                        );
                    }
                    $DataValue = $CustomerName;
                }
                elsif ( $Column eq 'CustomerCompanyName' ) {
                    my %CustomerCompanyData;
                    if ( $Ticket{CustomerID} ) {
                        %CustomerCompanyData = $Kernel::OM->Get('Kernel::System::CustomerCompany')->CustomerCompanyGet(
                            CustomerID => $Ticket{CustomerID},
                        );
                    }
                    $DataValue = $CustomerCompanyData{CustomerCompanyName};
                }
                else {
                    $DataValue = $Ticket{$Column};
                }

                # add pill class
                if ( $Column eq 'State' ) {
                    if ( IsStringWithData( $Ticket{StateID} ) ) {
                        $CSSClass .= 'pill StateID-' . $Ticket{StateID};
                    }
                }

                if ( $Column eq 'Title' ) {
                    $LayoutObject->Block(
                        Name => "ContentLargeTicketTitle",
                        Data => {
                            Title      => "$DataValue " || '',
                            WholeTitle => $WholeTitle,
                            Class      => $CSSClass || '',
                        },
                    );

                }
                else {
                    $LayoutObject->Block(
                        Name => "ContentLargeTicketGenericColumn$BlockType",
                        Data => {
                            GenericValue => $DataValue || '-',
                            Class        => $CSSClass  || '',
                        },
                    );
                }

            }

            # Dynamic fields
            else {
                my $DynamicFieldConfig;
                my $DFColumn = $Column;
                $DFColumn =~ s/DynamicField_//g;
                DYNAMICFIELD:
                for my $DFConfig ( @{ $Self->{DynamicField} } ) {
                    next DYNAMICFIELD if !IsHashRefWithData($DFConfig);
                    next DYNAMICFIELD if $DFConfig->{Name} ne $DFColumn;

                    $DynamicFieldConfig = $DFConfig;
                    last DYNAMICFIELD;
                }
                next COLUMN if !IsHashRefWithData($DynamicFieldConfig);

                # get field value
                my $Value = $BackendObject->ValueGet(
                    DynamicFieldConfig => $DynamicFieldConfig,
                    ObjectID           => $TicketID,
                );

                my $ValueStrg = $BackendObject->DisplayValueRender(
                    DynamicFieldConfig => $DynamicFieldConfig,
                    Value              => $Value,
                    ValueMaxChars      => 20,
                    LayoutObject       => $LayoutObject,
                );

                $LayoutObject->Block(
                    Name => 'ContentLargeTicketGenericDynamicField',
                    Data => {
                        Value => $ValueStrg->{Value},
                        Title => $ValueStrg->{Title},
                    },
                );

                if ( $ValueStrg->{Link} ) {
                    $LayoutObject->Block(
                        Name => 'ContentLargeTicketGenericDynamicFieldLink',
                        Data => {
                            Value                       => $ValueStrg->{Value},
                            ValueKey                    => $Value,
                            Title                       => $ValueStrg->{Title},
                            Link                        => $ValueStrg->{Link},
                            $DynamicFieldConfig->{Name} => $ValueStrg->{Title},
                        },
                    );
                }
                else {
                    $LayoutObject->Block(
                        Name => 'ContentLargeTicketGenericDynamicFieldPlain',
                        Data => {
                            Value => $ValueStrg->{Value},
                            Title => $ValueStrg->{Title},
                        },
                    );
                }
            }

        }

    }

    # show "none" if no ticket is available
    if ( !$TicketIDs || !@{$TicketIDs} ) {
        $LayoutObject->Block(
            Name => 'ContentLargeTicketGenericNone',
            Data => {},
        );
    }

    # check for refresh time
    my $Refresh = '';
    if ( $Self->{UserRefreshTime} ) {
        $Refresh = 60 * $Self->{UserRefreshTime};

        # send data to JS
        $LayoutObject->AddJSData(
            Key   => 'WidgetRefresh' . $WidgetName,
            Value => {
                Name           => $Self->{Name},
                NameHTML       => $WidgetName,
                RefreshTime    => $Refresh,
                CustomerID     => $Param{CustomerID},
                CustomerUserID => $Param{CustomerUserID},
            },
        );
    }

    # check for active filters and add a 'remove filters' button to the widget header
    my $FilterActive = 0;
    if ( $Self->{GetColumnFilterSelect} && IsHashRefWithData( $Self->{GetColumnFilterSelect} ) ) {
        $FilterActive = 1;
    }

    # send data to JS
    $LayoutObject->AddJSData(
        Key   => 'WidgetContainer' . $WidgetName,
        Value => {
            Name           => $Self->{Name},
            CustomerID     => $Param{CustomerID},
            CustomerUserID => $Param{CustomerUserID},
            FilterActive   => $FilterActive,
            Filter         => \%Filter,
            FilterSelected => $Self->{Filter},
            SortBy         => $Self->{SortBy} || 'Age',
            OrderBy        => $TicketSearch{OrderBy},
            SortingColumn  => $Param{SortingColumn},
        },
    );

    my $Content = $LayoutObject->Output(
        TemplateFile => 'AgentDashboardTicketGeneric',
        Data         => {
            %{ $Self->{Config} },
            Name => $Self->{Name},
            %{$Summary},
            FilterValue      => $Self->{Filter},
            AdditionalFilter => $Self->{AdditionalFilter},
            CustomerID       => $Self->{CustomerID},
            CustomerUserID   => $Self->{CustomerUserID},
        },
        AJAX => $Param{AJAX},
    );

    return $Content;
}

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

    return if !$Param{ColumnName};
    return if !$Self->{ValidFilterableColumns}->{ $Param{ColumnName} };

    # get layout object
    my $LayoutObject = $Kernel::OM->Get('Kernel::Output::HTML::Layout');

    my $Label = $Param{Label} || $Param{ColumnName};
    $Label = $LayoutObject->{LanguageObject}->Translate($Label);

    # set fixed values
    my $Data = [
        {
            Key   => '',
            Value => uc $Label,
        },
    ];

    # define if column filter values should be translatable
    my $TranslationOption = 0;

    if (
        $Param{ColumnName} eq 'State'
        || $Param{ColumnName} eq 'Lock'
        || $Param{ColumnName} eq 'Priority'
        )
    {
        $TranslationOption = 1;
    }

    my $Class = 'ColumnFilter';
    if ( $Param{Css} ) {
        $Class .= ' ' . $Param{Css};
    }

    # build select HTML
    my $ColumnFilterHTML = $LayoutObject->BuildSelection(
        Name        => 'ColumnFilter' . $Param{ColumnName} . $Self->{Name},
        Data        => $Data,
        Class       => $Class . ' Modernize',
        Translation => $TranslationOption,
        SelectedID  => '',
    );

    return $ColumnFilterHTML;
}

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

    return if !IsStringWithData( $Param{HeaderColumn} );

    my $HeaderColumn = $Param{HeaderColumn};
    my %ColumnFilterValues;
    my $TicketIDs;

    if ( IsArrayRefWithData( $Param{OriginalTicketIDs} ) ) {
        $TicketIDs = $Param{OriginalTicketIDs};
    }

    if ( $HeaderColumn !~ m/^DynamicField_/ ) {
        my $FunctionName = $HeaderColumn . 'FilterValuesGet';
        if ( $HeaderColumn eq 'CustomerID' ) {
            $FunctionName = 'CustomerFilterValuesGet';
        }

        $ColumnFilterValues{$HeaderColumn} = $Kernel::OM->Get('Kernel::System::Ticket::ColumnFilter')->$FunctionName(
            TicketIDs    => $TicketIDs,
            HeaderColumn => $HeaderColumn,
            UserID       => $Self->{UserID},
        );
    }
    else {
        DYNAMICFIELD:
        for my $DynamicFieldConfig ( @{ $Self->{DynamicField} } ) {

            next DYNAMICFIELD if !IsHashRefWithData($DynamicFieldConfig);

            my $FieldName = 'DynamicField_' . $DynamicFieldConfig->{Name};

            next DYNAMICFIELD if $FieldName ne $HeaderColumn;

            # get dynamic field backend object
            my $BackendObject = $Kernel::OM->Get('Kernel::System::DynamicField::Backend');

            my $IsFiltrable = $BackendObject->HasBehavior(
                DynamicFieldConfig => $DynamicFieldConfig,
                Behavior           => 'IsFiltrable',
            );

            next DYNAMICFIELD if !$IsFiltrable;

            $Self->{ValidFilterableColumns}->{$HeaderColumn} = $IsFiltrable;
            if ( IsArrayRefWithData($TicketIDs) ) {

                # get the historical values for the field
                $ColumnFilterValues{$HeaderColumn} = $BackendObject->ColumnFilterValuesGet(
                    DynamicFieldConfig => $DynamicFieldConfig,
                    LayoutObject       => $Kernel::OM->Get('Kernel::Output::HTML::Layout'),
                    TicketIDs          => $TicketIDs,
                );
            }
            else {

                # get PossibleValues
                $ColumnFilterValues{$HeaderColumn} = $BackendObject->PossibleValuesGet(
                    DynamicFieldConfig => $DynamicFieldConfig,
                );
            }
            last DYNAMICFIELD;
        }
    }

    return \%ColumnFilterValues;
}

# =over

# =head2 _ColumnFilterJSON()

#     creates a JSON select filter for column header

#     my $ColumnFilterJSON = $TicketOverviewSmallObject->_ColumnFilterJSON(
#         ColumnName => 'Queue',
#         Label      => 'Queue',
#         ColumnValues => {
#             1 => 'PostMaster',
#             2 => 'Junk',
#         },
#         SelectedValue '1',
#     );

# =cut

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

    return if !$Param{ColumnName};
    return if !$Self->{ValidFilterableColumns}->{ $Param{ColumnName} };

    # get layout object
    my $LayoutObject = $Kernel::OM->Get('Kernel::Output::HTML::Layout');

    my $Label = $Param{Label};
    $Label =~ s{ \A DynamicField_ }{}gxms;
    $Label = $LayoutObject->{LanguageObject}->Translate($Label);

    # set fixed values
    my $Data = [
        {
            Key   => 'DeleteFilter',
            Value => uc $Label,
        },
        {
            Key      => '-',
            Value    => '-',
            Disabled => 1,
        },
    ];

    if ( $Param{ColumnValues} && ref $Param{ColumnValues} eq 'HASH' ) {

        my %Values = %{ $Param{ColumnValues} };

        # Set possible values.
        for my $ValueKey ( sort { lc $Values{$a} cmp lc $Values{$b} } keys %Values ) {
            push @{$Data}, {
                Key   => $ValueKey,
                Value => $Values{$ValueKey}
            };
        }
    }

    # define if column filter values should be translatable
    my $TranslationOption = 0;

    if (
        $Param{ColumnName} eq 'State'
        || $Param{ColumnName} eq 'Lock'
        || $Param{ColumnName} eq 'Priority'
        )
    {
        $TranslationOption = 1;
    }

    # build select HTML
    my $JSON = $LayoutObject->BuildSelectionJSON(
        [
            {
                Name         => 'ColumnFilter' . $Param{ColumnName} . $Param{DashboardName},
                Data         => $Data,
                Class        => 'ColumnFilter',
                Sort         => 'AlphanumericKey',
                TreeView     => 1,
                SelectedID   => $Param{SelectedValue},
                Translation  => $TranslationOption,
                AutoComplete => 'off',
            },
        ],
    );

    return $JSON;
}

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

    # get all search base attributes
    my %TicketSearch;
    my %DynamicFieldsParameters;
    my @Params = split /;/, $Self->{Config}->{Attributes};

    # read user preferences and config to get columns that
    # should be shown in the dashboard widget (the preferences
    # have precedence)
    my %Preferences = $Kernel::OM->Get('Kernel::System::User')->GetPreferences(
        UserID => $Self->{UserID},
    );

    # get column names from Preferences
    my $PreferencesColumn = $Kernel::OM->Get('Kernel::System::JSON')->Decode(
        Data => $Preferences{ $Self->{PrefKeyColumns} },
    );

    # check for default settings
    my @Columns;
    if ( $Self->{Config}->{DefaultColumns} && IsHashRefWithData( $Self->{Config}->{DefaultColumns} ) ) {
        @Columns = grep { $Self->{Config}->{DefaultColumns}->{$_} eq '2' }
            sort { $Self->_DefaultColumnSort() } keys %{ $Self->{Config}->{DefaultColumns} };
    }
    if ($PreferencesColumn) {
        if ( $PreferencesColumn->{Columns} && %{ $PreferencesColumn->{Columns} } ) {
            @Columns = grep {
                defined $PreferencesColumn->{Columns}->{$_}
                    && $PreferencesColumn->{Columns}->{$_} eq '1'
            } sort { $Self->_DefaultColumnSort() } keys %{ $Self->{Config}->{DefaultColumns} };
        }
        if ( $PreferencesColumn->{Order} && @{ $PreferencesColumn->{Order} } ) {
            @Columns = @{ $PreferencesColumn->{Order} };
        }

        # remove duplicate columns
        my %UniqueColumns;
        my @ColumnsEnabledAux;

        for my $Column (@Columns) {
            if ( !$UniqueColumns{$Column} ) {
                push @ColumnsEnabledAux, $Column;
            }
            $UniqueColumns{$Column} = 1;
        }

        # set filtered column list
        @Columns = @ColumnsEnabledAux;
    }

    # always set TicketNumber
    if ( !grep { $_ eq 'TicketNumber' } @Columns ) {
        unshift @Columns, 'TicketNumber';
    }

    # also always set ProcessID and ActivityID (for process widgets)
    if ( $Self->{Config}->{IsProcessWidget} ) {

        my @AlwaysColumns = (
            'DynamicField_' . $Self->{ProcessManagementProcessID},
            'DynamicField_' . $Self->{ProcessManagementActivityID},
        );
        my $Resort;
        for my $AlwaysColumn (@AlwaysColumns) {
            if ( !grep { $_ eq $AlwaysColumn } @Columns ) {
                push @Columns, $AlwaysColumn;
                $Resort = 1;
            }
        }
        if ($Resort) {
            @Columns = sort { $Self->_DefaultColumnSort() } @Columns;
        }
    }

    {

        # loop through all the dynamic fields to get the ones that should be shown
        DYNAMICFIELDNAME:
        for my $DynamicFieldName (@Columns) {

            next DYNAMICFIELDNAME if $DynamicFieldName !~ m{ DynamicField_ }xms;

            # remove dynamic field prefix
            my $FieldName = $DynamicFieldName;
            $FieldName =~ s/DynamicField_//gi;
            $Self->{DynamicFieldFilter}->{$FieldName} = 1;
        }
    }

    # get the dynamic fields for this screen
    $Self->{DynamicField} = $Kernel::OM->Get('Kernel::System::DynamicField')->DynamicFieldListGet(
        Valid       => 1,
        ObjectType  => ['Ticket'],
        FieldFilter => $Self->{DynamicFieldFilter} || {},
    );

    # get dynamic field backend object
    my $BackendObject = $Kernel::OM->Get('Kernel::System::DynamicField::Backend');

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

        my $IsFiltrable = $BackendObject->HasBehavior(
            DynamicFieldConfig => $DynamicFieldConfig,
            Behavior           => 'IsFiltrable',
        );

        # if the dynamic field is filterable add it to the ValidFilterableColumns hash
        if ($IsFiltrable) {
            $Self->{ValidFilterableColumns}->{ 'DynamicField_' . $DynamicFieldConfig->{Name} } = 1;
        }
    }

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

        my $IsSortable = $BackendObject->HasBehavior(
            DynamicFieldConfig => $DynamicFieldConfig,
            Behavior           => 'IsSortable',
        );

        # if the dynamic field is sortable add it to the ValidSortableColumns hash
        if ($IsSortable) {
            $Self->{ValidSortableColumns}->{ 'DynamicField_' . $DynamicFieldConfig->{Name} } = 1;
        }
    }

    # get queue object
    my $QueueObject = $Kernel::OM->Get('Kernel::System::Queue');

    STRING:
    for my $String (@Params) {
        next STRING if !$String;
        my ( $Key, $Value ) = split /=/, $String;

        if ( $Key eq 'CustomerID' ) {
            $Key = "CustomerIDRaw";
        }

        # push ARRAYREF attributes directly in an ARRAYREF
        if (
            $Key
            =~ /^(StateType|StateTypeIDs|Queues|QueueIDs|Types|TypeIDs|States|StateIDs|Priorities|PriorityIDs|Services|ServiceIDs|SLAs|SLAIDs|Locks|LockIDs|OwnerIDs|ResponsibleIDs|WatchUserIDs|ArchiveFlags|CreatedUserIDs|CreatedTypes|CreatedTypeIDs|CreatedPriorities|CreatedPriorityIDs|CreatedStates|CreatedStateIDs|CreatedQueues|CreatedQueueIDs)$/
            )
        {
            if ( $Value =~ m{,}smx ) {
                push @{ $TicketSearch{$Key} }, split( /,/, $Value );
            }
            else {
                push @{ $TicketSearch{$Key} }, $Value;
            }
        }

        # check if parameter is a dynamic field and capture dynamic field name (with DynamicField_)
        # in $1 and the Operator in $2
        # possible Dynamic Fields options include:
        #   DynamicField_NameX_Equals=123;
        #   DynamicField_NameX_Like=value*;
        #   DynamicField_NameX_GreaterThan=2001-01-01 01:01:01;
        #   DynamicField_NameX_GreaterThanEquals=2001-01-01 01:01:01;
        #   DynamicField_NameX_SmallerThan=2002-02-02 02:02:02;
        #   DynamicField_NameX_SmallerThanEquals=2002-02-02 02:02:02;
        elsif ( $Key =~ m{\A (DynamicField_.+?) _ (.+?) \z}sxm ) {

            # prevent adding ProcessManagement search parameters (for ProcessWidget)
            if ( $Self->{Config}->{IsProcessWidget} ) {
                next STRING if $2 eq $Self->{ProcessManagementProcessID};
                next STRING if $2 eq $Self->{ProcessManagementActivityID};
            }

            push @{ $DynamicFieldsParameters{$1}->{$2} }, $Value;
        }

        elsif ( !defined $TicketSearch{$Key} ) {

            # change sort by, if needed
            if (
                $Key eq 'SortBy'
                && $Self->{SortBy}
                && $Self->{ValidSortableColumns}->{ $Self->{SortBy} }
                )
            {
                $Value = $Self->{SortBy};
            }
            elsif ( $Key eq 'SortBy' && !$Self->{ValidSortableColumns}->{$Value} ) {
                $Value = 'Age';
            }
            $TicketSearch{$Key} = $Value;
        }
        elsif ( !ref $TicketSearch{$Key} ) {
            my $ValueTmp = $TicketSearch{$Key};
            $TicketSearch{$Key} = [$ValueTmp];
            push @{ $TicketSearch{$Key} }, $Value;
        }
        else {
            push @{ $TicketSearch{$Key} }, $Value;
        }
    }
    %TicketSearch = (
        %TicketSearch,
        %DynamicFieldsParameters,
        Permission => $Self->{Config}->{Permission} || 'ro',
        UserID     => $Self->{UserID},
    );

    # CustomerInformationCenter shows data per CustomerID
    if ( $Param{CustomerID} ) {
        $TicketSearch{CustomerIDRaw} = $Param{CustomerID};
    }

    # define filter attributes
    my @MyQueues = $QueueObject->GetAllCustomQueues(
        UserID => $Self->{UserID},
    );
    if ( !@MyQueues ) {
        @MyQueues = (999_999);
    }

    # get all queues the agent is allowed to see (for my services)
    my %ViewableQueues = $QueueObject->GetAllQueues(
        UserID => $Self->{UserID},
        Type   => 'ro',
    );
    my @ViewableQueueIDs = sort keys %ViewableQueues;
    if ( !@ViewableQueueIDs ) {
        @ViewableQueueIDs = (999_999);
    }

    # get the custom services from agent preferences
    # set the service ids to an array of non existing service ids (0)
    my @MyServiceIDs = (0);
    if ( $Self->{UseTicketService} ) {
        @MyServiceIDs = $Kernel::OM->Get('Kernel::System::Service')->GetAllCustomServices(
            UserID => $Self->{UserID},
        );

        if ( !defined $MyServiceIDs[0] ) {
            @MyServiceIDs = (0);
        }
    }

    my %LockList = $Kernel::OM->Get('Kernel::System::Lock')->LockList(
        UserID => $Self->{UserID},
    );
    my %LockName2ID = reverse %LockList;

    my %TicketSearchSummary = (
        Locked => {
            OwnerIDs => $TicketSearch{OwnerIDs} // [ $Self->{UserID}, ],
            LockIDs  => [ $LockName2ID{lock}, $LockName2ID{tmp_lock} ],
        },
        Owned => {
            OwnerIDs => [ $Self->{UserID}, ],
            LockIDs  => $TicketSearch{LockIDs} // undef,
        },
        Watcher => {
            WatchUserIDs => [ $Self->{UserID}, ],
            LockIDs      => $TicketSearch{LockIDs} // undef,
        },
        Responsible => {
            ResponsibleIDs => $TicketSearch{ResponsibleIDs} // [ $Self->{UserID}, ],
            LockIDs        => $TicketSearch{LockIDs}        // undef,
        },
        MyQueues => {
            QueueIDs => \@MyQueues,
            LockIDs  => $TicketSearch{LockIDs} // undef,
        },
        MyServices => {
            QueueIDs   => \@ViewableQueueIDs,
            ServiceIDs => \@MyServiceIDs,
            LockIDs    => $TicketSearch{LockIDs} // undef,
        },
        All => {
            OwnerIDs => $TicketSearch{OwnerIDs} // undef,
            LockIDs  => $TicketSearch{LockIDs}  // undef,
        },
    );

    my %Filter = (
        Locked => {
            Label => "My locked tickets",
        },
        Watcher => {
            Label => "My watched tickets",
        },
        Responsible => {
            Label => "My responsibilities",
        },
        MyQueues => {
            Label => "Tickets in My Queues",
        },
        MyServices => {
            Label => "Tickets in My Services",
        },
        All => {
            Label => "All tickets",
        },
        AssignedToCustomerUser => {
            Label => "Assigned to customer user",
        },
        AccessibleForCustomerUser => {
            Label => "Accessible for customer user",
        },
        Owned => {
            Label => "My owned tickets",
        },
    );

    if ( $Self->{Action} eq 'AgentCustomerUserInformationCenter' ) {

        # Add filters for assigend and accessible tickets for the customer user information center as a
        #   additional filter together with the other filters. One of them must be always active.
        %TicketSearchSummary = (
            AssignedToCustomerUser => {
                CustomerUserLoginRaw => $Param{CustomerUserID} // undef,
            },
            AccessibleForCustomerUser => {
                CustomerUserID => $Param{CustomerUserID} // undef,
            },
            %TicketSearchSummary,
        );
    }

    if ( defined $TicketSearch{LockIDs} || defined $TicketSearch{Locks} ) {
        delete $TicketSearchSummary{Locked};
    }

    if ( defined $TicketSearch{WatchUserIDs} ) {
        delete $TicketSearchSummary{Watcher};
    }

    if ( defined $TicketSearch{ResponsibleIDs} ) {
        delete $TicketSearchSummary{Responsible};
    }

    if ( defined $TicketSearch{QueueIDs} || defined $TicketSearch{Queues} ) {
        delete $TicketSearchSummary{MyQueues};
        delete $TicketSearchSummary{MyServices}->{QueueIDs};
    }

    if ( !$Self->{UseTicketService} ) {
        delete $TicketSearchSummary{MyServices};
    }

    return (
        Columns             => \@Columns,
        TicketSearch        => \%TicketSearch,
        TicketSearchSummary => \%TicketSearchSummary,
        Filter              => \%Filter,
    );
}

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

    my %DefaultColumns = (
        TicketNumber           => 100,
        Age                    => 110,
        Changed                => 111,
        PendingTime            => 112,
        EscalationTime         => 113,
        EscalationSolutionTime => 114,
        EscalationResponseTime => 115,
        EscalationUpdateTime   => 116,
        Title                  => 120,
        State                  => 130,
        Lock                   => 140,
        Queue                  => 150,
        Owner                  => 160,
        Responsible            => 161,
        CustomerID             => 170,
        CustomerName           => 171,
        CustomerUserID         => 172,
        Type                   => 180,
        Service                => 191,
        SLA                    => 192,
        Priority               => 193,
    );

    # set default order of ProcessManagement columns (for process widgets)
    if ( $Self->{Config}->{IsProcessWidget} ) {
        $DefaultColumns{"DynamicField_$Self->{ProcessManagementProcessID}"}  = 101;
        $DefaultColumns{"DynamicField_$Self->{ProcessManagementActivityID}"} = 102;
    }

    # dynamic fields can not be on the DefaultColumns sorting hash
    # when comparing 2 dynamic fields sorting must be alphabetical
    if ( !$DefaultColumns{$a} && !$DefaultColumns{$b} ) {
        return $a cmp $b;
    }

    # when a dynamic field is compared to a ticket attribute it must be higher
    elsif ( !$DefaultColumns{$a} ) {
        return 1;
    }

    # when a ticket attribute is compared to a dynamic field it must be lower
    elsif ( !$DefaultColumns{$b} ) {
        return -1;
    }

    # otherwise do a numerical comparison with the ticket attributes
    return $DefaultColumns{$a} <=> $DefaultColumns{$b};
}

1;