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<?php |
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|
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namespace FluentSupport\App\Services\Tickets; |
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|
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use FluentSupport\App\Models\Attachment; |
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use FluentSupport\App\Models\Conversation; |
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use FluentSupport\App\Modules\PermissionManager; |
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use FluentSupport\App\Services\Helper; |
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use FluentSupport\App\Services\Includes\UploadService; |
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use FluentSupport\App\Services\TicketHelper; |
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use FluentSupport\App\Services\TicketQueryService; |
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use FluentSupport\Framework\Support\Arr; |
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|
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class TicketService |
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{ |
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/** |
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* this function will set the ticket status as closed |
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* @param $ticket |
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* @param $person |
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* @param string $internalNote |
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* @param bool $silently |
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* @return mixed |
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*/ |
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|
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public function close($ticket, $person, $internalNote = '', $silently = 'no') |
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{ |
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if ($ticket->status != 'closed') { |
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$ticket->status = 'closed'; |
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$ticket->resolved_at = current_time('mysql'); |
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$ticket->closed_by = $person->id; |
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$ticket->total_close_time = current_time('timestamp') - strtotime($ticket->created_at); |
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$ticket->save(); |
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|
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if ('no' == $silently) { |
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do_action('fluent_support/ticket_closed', $ticket, $person); |
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do_action('fluent_support/ticket_closed_by_' . $person->person_type, $ticket, $person); |
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} |
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|
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if (!$internalNote) { |
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$internalNote = __('Ticket has been closed', 'fluent-support'); |
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} |
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|
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//Keep track in conversation |
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Conversation::create([ |
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'ticket_id' => $ticket->id, |
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'person_id' => $person->id, |
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'conversation_type' => 'internal_info', |
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'content' => $internalNote |
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]); |
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} |
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|
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return $ticket; |
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} |
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|
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public function reopen($ticket, $person) |
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{ |
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if ($ticket->status == 'closed') { |
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$ticket->status = 'active'; |
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$ticket->waiting_since = current_time('mysql'); |
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$ticket->save(); |
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|
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/* |
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* Action on ticket reopen |
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* |
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* @since v1.0.0 |
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* @param object $ticket |
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* @param object $person |
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*/ |
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do_action('fluent_support/ticket_reopen', $ticket, $person); |
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do_action('fluent_support/ticket_reopen_by_' . $person->person_type, $ticket, $person); |
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Conversation::create([ |
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'ticket_id' => $ticket->id, |
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'person_id' => $person->id, |
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'conversation_type' => 'internal_info', |
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'content' => __('Ticket has been reopened', 'fluent-support') |
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]); |
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} |
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|
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return $person; |
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} |
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|
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public function onAgentChange($ticket, $person) |
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{ |
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do_action('fluent_support/ticket_agent_change', $ticket, $person); |
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Conversation::create([ |
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'ticket_id' => $ticket->id, |
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'person_id' => $person->id, |
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'conversation_type' => 'internal_info', |
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'content' => $ticket->agent->user_id !== $person->user_id ? |
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$person->full_name . __(' assigned ') . $ticket->agent->full_name . __(' in this ticket', 'fluent-support') : |
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$person->full_name .__( ' assign this ticket to self', 'fluent-support') |
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]); |
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|
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return $person; |
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} |
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|
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/** |
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* This `getTickets` method will return the all tickets |
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* @param array $data This is the data that will be used to filter the tickets |
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* @param string $filterType This is the type of filter that will be used to filter the tickets |
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* @return array $tickets |
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*/ |
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public function getTickets($data, $filterType) |
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{ |
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$queryArgs = $this->prepareQuery($data, $filterType); |
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$tickets = $this->getTicketsByQuery($queryArgs); |
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|
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foreach ($tickets as $ticket) { |
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if (Arr::get($data, 'per_page') < 15) { |
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if ($ticket->status != 'closed') { |
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$ticket->live_activity = TicketHelper::getActivity($ticket->id); |
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} else { |
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$ticket->live_activity = []; |
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} |
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} |
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} |
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|
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return [ |
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'tickets' => $tickets |
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]; |
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} |
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|
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/** |
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* This is a supporting method for getTickets method |
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* it prepares the query arguments for tickets filtering |
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* @param array $data |
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* @param string $filterType |
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* @return array |
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*/ |
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private function prepareQuery($data, $filterType) |
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{ |
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$queryArgs = [ |
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'with' => [], |
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'filter_type' => $filterType, |
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'sort_by' => sanitize_sql_orderby(Arr::get($data, 'order_by', 'id')), |
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'sort_type' => Arr::get($data, 'order_type', 'DESC') == 'DESC' ? 'DESC' : 'ASC', |
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]; |
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|
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if ($filterType == 'advanced') { |
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//Get the selected query params for advanced filter |
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$queryArgs['filters_groups_raw'] = json_decode(Arr::get($data, 'advanced_filters', '[]'), true); |
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} else { |
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//Selected filter type is simple |
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$queryArgs['simple_filters'] = Arr::get($data, 'filters', []); |
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$queryArgs['search'] = trim(Arr::get($data, 'search', '')); |
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if ($customerId = Arr::get($data, 'customer_id')) { |
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$queryArgs['customer_id'] = $customerId; |
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} |
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} |
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|
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return $queryArgs; |
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} |
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|
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// This is a supporting method for getTickets method |
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// it returns the tickets by query arguments |
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private function getTicketsByQuery($queryArgs) |
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{ |
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$ticketsModel = (new TicketQueryService($queryArgs))->getModel(); |
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|
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$ticketsModel = $ticketsModel->with([ |
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'customer' => function ($query) { |
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$query->select(['first_name', 'last_name', 'email', 'id', 'avatar']); |
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}, 'agent' => function ($query) { |
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$query->select(['first_name', 'last_name', 'id']); |
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}, |
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'mailbox', |
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'product', |
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'tags', |
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'preview_response' => function ($query) { |
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$query->latest('id'); |
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} |
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]); |
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|
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|
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// apply filters by access level |
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do_action_ref_array('fluent_support/tickets_query_by_permission_ref', [&$ticketsModel, false]); |
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|
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return $ticketsModel->paginate(); |
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} |
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|
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/** |
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* This `addTicketAttachments` method is responsible for adding attachments to ticket |
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* @param array $data |
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* @param array $disabledFields |
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* @param \FluentSupport\App\Models\Ticket $ticket |
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* @param object $customer |
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* @return \FluentSupport\App\Models\Ticket $ticket |
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* @since 1.5.7 |
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*/ |
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public static function addTicketAttachments($data, $disabledFields, $ticket, $customer) |
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{ |
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Helper::tempImageMoveUploadDir($ticket->id, 'ticket-create'); |
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|
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if (($attachmentsHashes = Arr::get($data, 'attachments')) && !in_array('file_upload', $disabledFields)) { |
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$attachments = Attachment::whereIn('file_hash', $attachmentsHashes) |
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->where('status', 'in-active') |
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->get(); |
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|
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if ($attachments->isEmpty()) { |
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return $ticket; |
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} |
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|
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$storageDriver = Helper::getUploadDriverKey(); |
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|
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if ($storageDriver != 'local') { |
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foreach ($attachments as $attachment) { |
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do_action_ref_array('fluent_support/finalize_file_upload_' . $storageDriver, [&$attachment, $ticket->id]); |
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} |
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} |
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|
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foreach ($attachments as $attachment) { |
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if ($attachment->driver == 'local') { |
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$newFileInfo = UploadService::copyFileTicketFolder($attachment->file_path, $ticket->id); |
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if ($newFileInfo) { |
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$attachment->file_path = $newFileInfo['file_path']; |
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$attachment->full_url = $newFileInfo['url']; |
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} |
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} |
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|
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$attachment->ticket_id = $ticket->id; |
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$attachment->person_id = $customer->id; |
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$attachment->status = 'active'; |
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$attachment->save(); |
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} |
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|
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$ticket->load('attachments'); |
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} |
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|
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return $ticket; |
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} |
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|
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/** |
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* This `delete` method is responsible for deleting the ticket by ticket id |
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* @param int $id |
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* @return array |
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*/ |
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public function delete($ticket) |
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{ |
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$deletePermission = PermissionManager::currentUserCan('fst_delete_tickets'); |
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$agent = Helper::getAgentByUserId(); |
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if (!$deletePermission && $ticket->agent_id != $agent->id) { |
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throw new \Exception(esc_html__('You are not allowed to delete this ticket', 'fluent-support')); |
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} |
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|
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$ticketData = [ |
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'id' => $ticket->id, |
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'title' => $ticket->title |
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]; |
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do_action('fluent_support/deleting_ticket', $ticket); |
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$ticket->delete(); |
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do_action('fluent_support/ticket_deleted', $agent, $ticketData); |
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|
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return [ |
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'message' => __('Ticket has been deleted successfully', 'fluent-support') |
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]; |
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} |
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|
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public function deleteTickets($tickets) |
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{ |
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$tickets->each(function ($ticket) { |
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$this->delete($ticket); |
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}); |
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|
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return [ |
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'message' => __(count($tickets) . ' tickets have been deleted', 'fluent-support') |
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]; |
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} |
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} |
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|
