fluent-support / app / Models / Conversation.php

Conversation.php in Fluent Support – Helpdesk & Customer Support Ticket System 1.10.1, at app/Models/Conversation.php

440 lines 12.8 KB

Raw Download Zip

1	<?php
2
3	namespace FluentSupport\App\Models;
4
5	use Exception;
6	use FluentSupport\App\Models\Ticket;
7	use FluentSupport\App\Models\Attachment;
8	use FluentSupport\App\Services\Tickets\ResponseService;
9	use FluentSupport\App\Modules\PermissionManager;
10	use FluentSupport\App\Services\Helper;
11	use FluentSupport\Framework\Support\Arr;
12
13	class Conversation extends Model
14	{
15	protected $table = 'fs_conversations';
16
17	/**
18	* The attributes that are mass assignable.
19	*
20	* @var array
21	*/
22	protected $fillable = [
23	'ticket_id',
24	'person_id',
25	'message_id',
26	'conversation_type',
27	'content',
28	'source',
29	'is_important'
30	];
31
32	public static function boot()
33	{
34	parent::boot();
35
36	static::creating(function ($model) {
37	if(empty($model->content_hash)) {
38	$model->content_hash = md5($model->content);
39	}
40	$model->created_at = current_time('mysql');
41	$model->updated_at = current_time('mysql');
42	});
43
44	static::deleting(function ($model) {
45	//Delete cc info
46	Meta::where('object_type', 'response')->where('object_id', $model->id)->delete();
47	});
48	}
49
50	/**
51	* $searchable Columns in table to search
52	* @var array
53	*/
54	protected $searchable = [
55	'content'
56	];
57
58	/**
59	* Local scope to filter subscribers by search/query string
60	* @param ModelQueryBuilder $query
61	* @param string $search
62	* @return ModelQueryBuilder
63	*/
64	public function scopeSearchBy($query, $search)
65	{
66	if ($search) {
67	$fields = $this->searchable;
68	$query->where(function ($query) use ($fields, $search) {
69	$query->where(array_shift($fields), 'LIKE', "%$search%");
70
71	foreach ($fields as $field) {
72	$query->orWhere($field, 'LIKE', "$search%");
73	}
74	});
75	}
76
77	return $query;
78	}
79
80	/**
81	* Local scope to filter subscribers by search/query string
82	* @param ModelQueryBuilder $query
83	* @param string $type
84	* @return ModelQueryBuilder
85	*/
86	public function scopeFilterByType($query, $type)
87	{
88	$query->whereIn('conversation_type', $type);
89
90	return $query;
91	}
92
93	/**
94	* One2Many: Customer has to many Click Tickets
95	* @return Model Collection
96	*/
97	public function ticket()
98	{
99	$class = __NAMESPACE__ . '\Ticket';
100
101	return $this->belongsTo(
102	$class, 'ticket_id', 'id'
103	);
104	}
105
106	/**
107	* One2Many: Customer has to many Click Tickets
108	* @return Model Collection
109	*/
110	public function person()
111	{
112	$class = __NAMESPACE__ . '\Person';
113
114	return $this->belongsTo(
115	$class, 'person_id', 'id'
116	);
117	}
118
119	/**
120	* A Conversation belongs to a Customer.
121	*
122	* @return \FluentSupport\App\Models\Model
123	*/
124	public function customer()
125	{
126	return $this->person();
127	}
128
129	public function attachments()
130	{
131	$class = __NAMESPACE__ . '\Attachment';
132	return $this->hasMany($class, 'conversation_id', 'id');
133	}
134
135	/**
136	* One2One: Conversation has cc info
137	* @return Model Collection
138	*/
139	public function ccinfo()
140	{
141	$class = __NAMESPACE__ . '\Meta';
142
143	return $this->hasOne(
144	$class, 'object_id', 'id'
145	)->where('object_type', 'response')->where('key', 'settings');
146	}
147
148
149	/**
150	* This `doBulkReplies` will handle bulk replies
151	* @param array $data
152	* @return array
153	* @throws Exception
154	*/
155	public function doBulkReplies ( $data )
156	{
157	$agent = Helper::getAgentByUserId();
158	$tickets = $this->getTicketsToForBulkReply( $data, $agent );
159
160	$responseData = [
161	'content' => wp_kses_post(Arr::get($data, 'content', '')),
162	'conversation_type' => 'response',
163	'close_ticket' => Arr::get($data, 'close_ticket'),
164	];
165
166	$attachments = Arr::get($data, 'attachments', []);
167	$attachments = $this->getAttachsForBulkReplies( $attachments );
168
169	foreach ( $tickets as $ticket ) {
170	if ( $attachments ) {
171	$responseData['attachments'] = [];
172	foreach ( $attachments as $attachment ) {
173	$responseData['attachments'][] = $this->handleAttachmentOnBulkReplies ( $attachment, $ticket );
174	}
175	}
176	(new ResponseService())->createResponse( $responseData, $agent, $ticket );
177	}
178
179	return [
180	'message' => __( 'Response has been added to the selected tickets', 'fluent-support' )
181	];
182	}
183
184	// This is a supporting method of `doBulkReplies` it will return all selected tickets
185	// Also it will check all check permission
186	// @param array $data
187	// @param object $agent
188	private function getTicketsToForBulkReply( $data, $agent )
189	{
190	$ticketIds = array_filter($data['ticket_ids'], 'absint');
191
192	//Get logged in agent information
193	$hasAllPermission = PermissionManager::currentUserCan('fst_manage_other_tickets');
194	$query = Ticket::whereIn('id', $ticketIds)->where('status', '!=', 'closed');
195
196	//If the agent does not have permission
197	if ( !$hasAllPermission ) {
198	$query->where('agent_id', $agent->id); //Filter ticket by agent_id
199	}
200
201	$tickets = $query->get();
202
203	//if not ticket found
204	if ( $tickets->isEmpty() ) {
205	throw new \Exception( 'Sorry no tickets found based on your filter and bulk actions');
206	}
207
208	return $tickets;
209	}
210
211	// This is a supporting method of `doBulkReplies` it will return it will return attachments
212	// if agent add attachments to bulk replies if there is no attachments then it will return false
213	// @param array $attachments
214	private function getAttachsForBulkReplies ( $attachments )
215	{
216	if ( $attachments ) {
217	$attachs = Attachment::whereNull('ticket_id')
218	->orderBy('id', 'asc')
219	->whereIn('file_hash', $attachments)
220	->get();
221	return $attachs;
222	}
223	return false;
224	}
225
226	// This is a supporting method of `doBulkReplies` this method will prepare the uploaded attachments
227	// for adding in response
228	// @param object $attachment
229	// @param object $ticket
230	private function handleAttachmentOnBulkReplies ( $attachment, $ticket )
231	{
232	$attachedFile = $attachment->replicate();
233	$attachedFile->ticket_id = $ticket->id;
234	$attachedFile->save();
235	return $attachedFile->file_hash;
236	}
237
238
239	/**
240	* This `deleteResponse` is responsible for deleting response
241	* @param int $ticketId
242	* @param int $responseId
243	* @return array
244	* @throws Exception
245	*/
246	public function deleteResponse($ticketId, $responseId)
247	{
248	$ticket = Ticket::findOrFail($ticketId);
249	$response = static::findOrFail($responseId);
250	$agent = Helper::getAgentByUserId();
251
252	$this->checkUserTaskPermission($ticket->agent_id, $agent->id, 'delete');
253
254	static::where('id', $response->id)->delete();
255	$response->ccinfo()->delete();
256
257	return [
258	'message' => __('Selected response has been deleted', 'fluent-support')
259	];
260	}
261
262	/**
263	* Update the conversation type for a response.
264	*
265	* @param array $data
266	* @param int $ticketId
267	* @param int $responseId
268	* @param string $conversationType
269	*
270	* @return array
271	* @throws Exception
272	*/
273	public function publishDraftResponse ( $data, $ticketId, $responseId, $conversationType )
274	{
275	$ticket = Ticket::findOrFail($ticketId);
276	$response = static::findOrFail($responseId);
277
278	$content = wp_unslash(wp_kses_post($data['content']));
279	$resetWaitingSince = apply_filters('fluent_support/reset_waiting_since', true, $content);
280
281	$person = Helper::getAgentByUserId(get_current_user_id());
282
283	$approveDraftResponsePermission = PermissionManager::currentUserCan('fst_approve_draft_reply');
284
285	if ( !$approveDraftResponsePermission ) {
286	throw new \Exception("Sorry, You do not have permission to approve this draft response");
287	}
288
289	$response->conversation_type = $conversationType;
290	$response->created_at = current_time('mysql');
291	$response->save();
292
293	if ($person->person_type == 'agent' && $ticket->status == 'new') {
294	$ticket->status = 'active';
295	if ($ticket->created_at) {
296	$ticket->first_response_time = strtotime(current_time('mysql')) - strtotime($ticket->created_at);
297	} else {
298	$ticket->first_response_time = 300;
299	}
300	}
301
302	if ($resetWaitingSince) {
303	$ticket->last_agent_response = current_time('mysql');
304	$ticket->waiting_since = current_time('mysql');
305	}
306
307	$ticket->response_count += 1;
308	$ticket->save();
309
310	do_action('fluent_support/' . $conversationType . '_added_by_' . $person->person_type, $response, $ticket, $person);
311
312	return [
313	'message' => __('Draft response has been successfully approved.', 'fluent-support'),
314	'response' => $response,
315	];
316	}
317
318	public function updateResponse($data, $ticketId, $responseId)
319	{
320	$ticket = Ticket::findOrFail($ticketId);
321	$response = static::findOrFail($responseId);
322
323	$agent = Helper::getAgentByUserId();
324
325	$this->checkUserTaskPermission($ticket->agent_id, $agent->id, 'update');
326
327	$response->content = wp_unslash(wp_kses_post($data['content']));
328
329	if ( $response->conversation_type == 'draft_response' ) {
330	$this->updateDraftResponseData($response);
331	}
332
333	$response->save();
334
335	return [
336	'message' => __('Selected response has been updated', 'fluent-support'),
337	'response' => $response
338	];
339	}
340
341	public function updateDraftResponseData($response)
342	{
343	$agent = Helper::getAgentByUserId();
344	$approveDraftResponsePermission = PermissionManager::currentUserCan('fst_approve_draft_reply');
345
346	if ($response->person_id == $agent->id) {
347	return null;
348	}
349
350	if ($approveDraftResponsePermission) {
351	$response->conversation_type = 'response';
352	$response->save();
353	return [
354	'message' => __('Selected draft response has been approved and updated', 'fluent-support'),
355	'response' => $response
356	];
357	} else {
358	throw new \Exception("Sorry, You do not have permission to approve this draft response");
359	}
360	}
361
362	public function getSettingsValue($valueKey = false, $default = false)
363	{
364	$exist = Meta::where('object_type', 'response')
365	->where('key', 'settings')
366	->where('object_id', $this->id)
367	->first();
368
369	if ($exist) {
370	$value = Helper::safeUnserialize($exist->value);
371	if ($valueKey) {
372	if (!is_array($value)) {
373	return $default;
374	}
375	return Arr::get($value, $valueKey, $default);
376	}
377	return $value;
378	}
379
380	return $default;
381	}
382
383	public function updateSettingsValue($valueKey, $value)
384	{
385	$exist = Meta::where('object_type', 'response')
386	->where('key', 'settings')
387	->where('object_id', $this->id)
388	->first();
389
390	if ($exist) {
391	$existingValue = Helper::safeUnserialize($exist->value);
392
393	if (!is_array($existingValue)) {
394	$existingValue = [];
395	}
396
397	$existingValue[$valueKey] = $value;
398
399	$exist->value = maybe_serialize($existingValue);
400	$exist->save();
401	return $this;
402	}
403
404	$settings = [
405	'object_type' => 'response',
406	'key' => 'settings',
407	'object_id' => $this->id,
408	'value' => maybe_serialize([
409	$valueKey => $value
410	])
411	];
412
413	Meta::create($settings);
414
415	return $this;
416
417	}
418
419	public static function deleteAll($ticketId){
420	$conversations = Conversation::where('ticket_id', $ticketId)->get();
421	foreach ($conversations as $conversation) {
422	$conversation->delete();
423	}
424	}
425
426	private function checkUserTaskPermission($ticketAgentId, $agentId, $task)
427	{
428	$permissionKey = $task === 'delete' ? 'fst_delete_tickets' : 'fst_manage_other_tickets';
429
430	if (!PermissionManager::currentUserCan($permissionKey) && $ticketAgentId !== $agentId) {
431	throw new \Exception(
432	esc_html(sprintf(__('Sorry, you do not have permission to %s this response.', 'fluent-support'), $task))
433	);
434	}
435
436	return true;
437	}
438
439	}
440