| 1 |
<?php |
| 2 |
|
| 3 |
namespace FluentSupport\App\Services; |
| 4 |
|
| 5 |
use Exception; |
| 6 |
use FluentSupport\App\Models\MailBox; |
| 7 |
use FluentSupport\App\Models\Meta; |
| 8 |
use FluentSupport\App\Models\Ticket; |
| 9 |
use FluentSupport\App\Models\Customer; |
| 10 |
use FluentSupport\App\Services\Tickets\ResponseService; |
| 11 |
use FluentSupport\App\Services\Tickets\TicketService; |
| 12 |
use FluentSupport\Framework\Support\Arr; |
| 13 |
use FluentSupport\App\Models\Attachment; |
| 14 |
use FluentSupport\App\Models\Conversation; |
| 15 |
|
| 16 |
class CustomerPortalService |
| 17 |
{ |
| 18 |
/** |
| 19 |
* This `getTickets` method is responsible for getting tickets for customer |
| 20 |
* @param object $customer |
| 21 |
* @param string $requestedStatus |
| 22 |
* @param array|null $options |
| 23 |
* @return object |
| 24 |
* @throws Exception |
| 25 |
* @since 1.8.1 |
| 26 |
*/ |
| 27 |
public function getTickets($customer, $requestedStatus, $options = []) |
| 28 |
{ |
| 29 |
$this->validateCustomer($customer); |
| 30 |
|
| 31 |
$statuses = $this->getTicketStatues($requestedStatus); |
| 32 |
|
| 33 |
return $this->ticketsAdditionalData($customer, $statuses, $options); |
| 34 |
} |
| 35 |
|
| 36 |
/** |
| 37 |
* getTicket method will get the ticket information with customer and agent as well as response in a ticket by ticket id |
| 38 |
* @param array $customerAdditionalData |
| 39 |
* @param int $ticketId |
| 40 |
* @return array |
| 41 |
* @since 1.5.7 |
| 42 |
*/ |
| 43 |
public function getTicket($customerAdditionalData, $ticketId) |
| 44 |
{ |
| 45 |
$ticket = $this->getTicketByID($ticketId); |
| 46 |
// translators: %s is the time duration (e.g., "2 hours", "3 days") |
| 47 |
$ticket->human_date = sprintf(__('%s ago', 'fluent-support'), human_time_diff(strtotime($ticket->created_at), current_time('timestamp'))); |
| 48 |
|
| 49 |
$customer = $this->getCustomer($customerAdditionalData, $ticket); |
| 50 |
|
| 51 |
$this->checkCustomerTicketAccess($customer, $ticket); |
| 52 |
|
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return [ |
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'ticket' => $this->syncTicketAdditionData($ticket), |
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'responses' => $this->getResponses($ticketId), |
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'sign_on_id' => $ticket->customer_id |
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]; |
| 58 |
} |
| 59 |
|
| 60 |
/** |
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* This `createTicket` method is responsible for creating ticket for customer |
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* @param object $customer |
| 63 |
* @param array $data |
| 64 |
* @param int $mailboxId |
| 65 |
* @return Ticket |
| 66 |
* @throws Exception |
| 67 |
*/ |
| 68 |
public function createTicket($customer, $data, $mailboxId) |
| 69 |
{ |
| 70 |
$this->validateCustomer($customer); |
| 71 |
|
| 72 |
$data['title'] = sanitize_text_field(wp_unslash($data['title'])); |
| 73 |
$data['content'] = wp_specialchars_decode(wp_unslash(wp_kses_post($data['content']))); |
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$data['customer_id'] = $customer->id; |
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$data['product_source'] = 'local'; |
| 76 |
$data['mailbox_id'] = $this->resolveMailboxId($mailboxId); |
| 77 |
$data['source'] = 'web'; |
| 78 |
|
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$disabledFields = apply_filters('fluent_support/disabled_ticket_fields', []); |
| 80 |
$this->validateDisabledFields($data, $disabledFields); |
| 81 |
return $this->storeTicket($data, $customer, $disabledFields); |
| 82 |
} |
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|
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|
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/** |
| 86 |
* This `createResponse` method is responsible for creating response by customer in a ticket by ticket id, and data |
| 87 |
* @param array $customerAdditionalData |
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* @param int $ticketId |
| 89 |
* @param array $data |
| 90 |
* @return array |
| 91 |
* @throws Exception |
| 92 |
* @since 1.5.7 |
| 93 |
*/ |
| 94 |
public function createResponse($customerAdditionalData, $ticketId, $data) |
| 95 |
{ |
| 96 |
$data['content'] = wp_specialchars_decode(wp_unslash($data['content'])); |
| 97 |
$data['conversation_type'] = 'response'; |
| 98 |
|
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$ticket = Ticket::with(['customer'])->findOrFail($ticketId); |
| 100 |
$customer = $this->getCustomer($customerAdditionalData, $ticket); |
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|
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$this->checkCustomerTicketAccess($customer, $ticket, 'response'); |
| 103 |
|
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$responseData = (new ResponseService())->createResponse($data, $customer, $ticket); |
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|
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return [ |
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'message' => __('Reply has been added', 'fluent-support'), |
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'response' => $responseData['response'], |
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'ticket' => $responseData['ticket'] |
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]; |
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} |
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|
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|
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/** |
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* This `closeTicket` is responsible for closing ticket by ticket id |
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* @param array $customerAdditionalData |
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* @param int $ticketId |
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* @return array |
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* @throws Exception |
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*/ |
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public function closeTicket($customerAdditionalData, $ticketId) |
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{ |
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$ticket = Ticket::with(['customer'])->findOrFail($ticketId); |
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$customer = $this->getCustomer($customerAdditionalData, $ticket); |
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|
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$this->checkCustomerTicketAccess($customer, $ticket, 'close'); |
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|
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return [ |
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'message' => __('Ticket has been closed', 'fluent-support'), |
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'ticket' => (new TicketService())->close($ticket, $customer) |
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]; |
| 132 |
} |
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|
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/** |
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* This `reOpenTicket` is responsible for reopening ticket by ticket id |
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* @param array $customerAdditionalData |
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* @param int $ticketId |
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* @return array |
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* @throws Exception |
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*/ |
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public function reOpenTicket($customerAdditionalData, $ticketId) |
| 142 |
{ |
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$ticket = Ticket::with(['customer'])->findOrFail($ticketId); |
| 144 |
$customer = $this->getCustomer($customerAdditionalData, $ticket); |
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|
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$this->checkCustomerTicketAccess($customer, $ticket, 'reopen'); |
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|
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return [ |
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'message' => __('Ticket has been opened again', 'fluent-support'), |
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'ticket' => (new TicketService())->reopen($ticket, $customer) |
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]; |
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} |
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|
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/** |
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* This `validateDisabledFields` method is responsible for validating disabled fields |
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* @param array $data |
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* @param array $disabledFields |
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* @return array $data |
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* @since 1.5.7 |
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*/ |
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private function validateDisabledFields($data, $disabledFields) |
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{ |
| 163 |
if (!in_array('priority', $disabledFields)) { |
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$data['priority'] = sanitize_text_field($data['client_priority']); |
| 165 |
$data['client_priority'] = sanitize_text_field($data['client_priority']); |
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} |
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|
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if (in_array('product_services', $disabledFields)) { |
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unset($data['product_id']); |
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} |
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|
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return $data; |
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} |
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|
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|
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/** |
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* This `storeTicket` method is responsible for storing a ticket in Ticket Model |
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* @param array $data |
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* @param object $customer |
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* @param array $disabledFields |
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* @return Ticket |
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* @since 1.5.7 |
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*/ |
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private function storeTicket($data, $customer, $disabledFields) |
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{ |
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/* |
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* Filter ticket data |
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* |
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* @since v1.0.0 |
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* @param array $data |
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* @param object $customer |
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*/ |
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$data = apply_filters('fluent_support/create_ticket_data', $data, $customer); |
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|
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/* |
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* Action before ticket create |
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* |
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* @since v1.0.0 |
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* @param array $data |
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* @param object $customer |
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*/ |
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do_action('fluent_support/before_ticket_create', $data, $customer); |
| 203 |
|
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$ticket = Ticket::create($data); |
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|
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TicketService::addTicketAttachments($data, $disabledFields, $ticket, $customer); |
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$this->addCustomData($data, $ticket); |
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|
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do_action('fluent_support/ticket_created', $ticket, $customer); |
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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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/** |
| 216 |
* This `addCustomData` method is responsible for adding custom data to ticket |
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* @param array $data |
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* @param object $ticket |
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* @return void |
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*/ |
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private function addCustomData($data, $ticket) |
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{ |
| 223 |
if (defined('FLUENTSUPPORTPRO')) { |
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$customData = Arr::get($data, 'custom_data'); |
| 225 |
if ($customData) { |
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$customData = wp_unslash($customData); |
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$ticket->syncCustomFields($customData); |
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} |
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} |
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} |
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|
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/** |
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* This `validateCustomer` method is responsible for validating customer |
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* @param object|null $customer // It can be null if there's no customer |
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* @since 1.5.7 |
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* @throws Exception |
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*/ |
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private function validateCustomer($customer) |
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{ |
| 240 |
if (!$customer) { |
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throw new \Exception('Customer not found'); |
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} |
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|
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if ($customer->status == 'inactive') { |
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throw new \Exception('Sorry, You do not have access to customer portal'); |
| 246 |
} |
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} |
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|
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/** |
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* This `getCustomer` method is responsible for getting customer |
| 251 |
* @param array $customerAdditionalData |
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* @param object $ticket |
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* @return object $customer |
| 254 |
* @throws Exception |
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* |
| 256 |
* @since 1.5.7 |
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*/ |
| 258 |
public function getCustomer($customerAdditionalData, $ticket) |
| 259 |
{ |
| 260 |
if (Arr::get($customerAdditionalData, 'intended_ticket_hash') && Helper::isPublicSignedTicketEnabled()) { |
| 261 |
$customer = $ticket->customer; |
| 262 |
} else { |
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$customer = $this->resolveCustomer(Arr::get($customerAdditionalData, 'on_behalf'), Arr::get($customerAdditionalData, 'user_ip')); |
| 264 |
} |
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|
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if (!$customer) { |
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throw new \Exception('Sorry! No customer found'); |
| 268 |
} |
| 269 |
|
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return $customer; |
| 271 |
} |
| 272 |
|
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/** |
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* This `getTicketStatues` method is responsible for getting ticket statuses |
| 275 |
* @param string $requestedStatus |
| 276 |
* @return array |
| 277 |
* @since 1.8.1 |
| 278 |
*/ |
| 279 |
private function getTicketStatues($requestedStatus) |
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{ |
| 281 |
$statuses = [ |
| 282 |
'open' => ['new', 'active', 'on-hold'], |
| 283 |
'all' => [], |
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'closed' => ['closed'] |
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]; |
| 286 |
|
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return Arr::get($statuses, $requestedStatus, []); |
| 288 |
} |
| 289 |
|
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|
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/** |
| 292 |
* This `ticketsAdditionalData` method is responsible for getting tickets with additional data |
| 293 |
* @param object $customer |
| 294 |
* @param array $statuses |
| 295 |
* @param array|null $options |
| 296 |
* @return object $tickets |
| 297 |
* @since 1.5.7 |
| 298 |
*/ |
| 299 |
private function ticketsAdditionalData($customer, $statuses, $options = []) |
| 300 |
{ |
| 301 |
$defaultOptions = [ |
| 302 |
'search' => null, |
| 303 |
'sorting' => null, |
| 304 |
'filters' => null |
| 305 |
]; |
| 306 |
|
| 307 |
$ticketOptions = wp_parse_args($options, $defaultOptions); |
| 308 |
|
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$tickets = Ticket::with([ |
| 310 |
'customer' => function ($query) { |
| 311 |
$query->select(['first_name', 'last_name', 'id']); |
| 312 |
}, 'agent' => function ($query) { |
| 313 |
$query->select(['first_name', 'last_name', 'id']); |
| 314 |
} |
| 315 |
])->where('customer_id', $customer->id) |
| 316 |
->when(!empty($ticketOptions['sorting'] && !empty($ticketOptions['sorting']['sort_by'])), function ($query) use ($ticketOptions) { |
| 317 |
return $query->orderBy($ticketOptions['sorting']['sort_by'], $ticketOptions['sorting']['sort_type']); |
| 318 |
}) |
| 319 |
->when(!empty($options['filters']['product_id']), function ($query) use ($ticketOptions) { |
| 320 |
return $query->where('product_id', $ticketOptions['filters']['product_id']); |
| 321 |
}) |
| 322 |
->when($statuses, function ($query) use ($statuses) { |
| 323 |
return $query->whereIn('status', $statuses); |
| 324 |
}) |
| 325 |
->when($ticketOptions['search'], function ($query) use ($ticketOptions) { |
| 326 |
return $query->searchBy($ticketOptions['search']); |
| 327 |
}) |
| 328 |
->when(empty($ticketOptions['sorting']), function ($query) { |
| 329 |
return $query->latest('updated_at'); |
| 330 |
}) |
| 331 |
->paginate(); |
| 332 |
|
| 333 |
foreach ($tickets as $ticket) { |
| 334 |
// translators: %s is the time duration (e.g., "2 hours", "3 days") |
| 335 |
$ticket->human_date = sprintf(__('%s ago', 'fluent-support'), human_time_diff(strtotime($ticket->created_at), current_time('timestamp'))); |
| 336 |
$ticket->preview_response = $ticket->getLastResponse(); |
| 337 |
} |
| 338 |
|
| 339 |
return $tickets; |
| 340 |
} |
| 341 |
|
| 342 |
/** |
| 343 |
* `resolveCustomer` method will create and return or only return existing customer |
| 344 |
* This method will get customer id or customer info or option to force create as parameter. |
| 345 |
* @param array $onBehalf |
| 346 |
* @param string $userIp // IP address of user |
| 347 |
* @param bool $forceCreate Default: false // If true, it will create a new customer |
| 348 |
* @return Customer // Collection |
| 349 |
*/ |
| 350 |
public function resolveCustomer($onBehalf, $userIp, $forceCreate = false) |
| 351 |
{ |
| 352 |
if (!$onBehalf) { |
| 353 |
$user = get_user_by('ID', get_current_user_id()); |
| 354 |
if (!$user) { |
| 355 |
return false; |
| 356 |
} |
| 357 |
$onBehalf = [ |
| 358 |
'user_id' => $user->ID, |
| 359 |
'email' => $user->user_email, |
| 360 |
'last_ip_address' => $userIp |
| 361 |
]; |
| 362 |
} |
| 363 |
|
| 364 |
if ($forceCreate) { |
| 365 |
return Customer::maybeCreateCustomer($onBehalf); |
| 366 |
} |
| 367 |
|
| 368 |
return Customer::getCustomerFromData($onBehalf); |
| 369 |
} |
| 370 |
|
| 371 |
/** |
| 372 |
* resolveMailboxId method will either get information of the mailbox added by user or default and return the id |
| 373 |
* @param int $mailboxId |
| 374 |
* @return null |
| 375 |
*/ |
| 376 |
private function resolveMailboxId($mailboxId) |
| 377 |
{ |
| 378 |
$mailbox = MailBox::find($mailboxId); |
| 379 |
if ($mailbox) { |
| 380 |
return $mailbox->id; |
| 381 |
} |
| 382 |
|
| 383 |
$mailbox = Helper::getDefaultMailBox(); |
| 384 |
|
| 385 |
if ($mailbox) { |
| 386 |
return $mailbox->id; |
| 387 |
} |
| 388 |
return null; |
| 389 |
} |
| 390 |
|
| 391 |
// Supportive methods for getTicket |
| 392 |
|
| 393 |
/** |
| 394 |
* This `getTicketByID` method is responsible for getting a ticket by id |
| 395 |
* @param $ticketId |
| 396 |
* @return object $ticket |
| 397 |
*/ |
| 398 |
private function getTicketByID($ticketId) |
| 399 |
{ |
| 400 |
$ticket = Ticket::where('id', $ticketId) |
| 401 |
->with([ |
| 402 |
'customer' => function ($query) { |
| 403 |
$query->select(['first_name', 'email', 'person_type', 'last_name', 'id', 'avatar']); |
| 404 |
}, 'agent' => function ($query) { |
| 405 |
$query->select(['first_name', 'email', 'person_type', 'last_name', 'id', 'title', 'avatar']); |
| 406 |
}, |
| 407 |
'product', |
| 408 |
'attachments' => function ($q) { |
| 409 |
$q->whereIn('status', ['active', 'inline']); |
| 410 |
} |
| 411 |
]) |
| 412 |
->first(); |
| 413 |
|
| 414 |
return $ticket; |
| 415 |
} |
| 416 |
|
| 417 |
/** |
| 418 |
* This `checkCustomerTicketAccess` method is responsible for checking customer ticket access |
| 419 |
* @param object $customer |
| 420 |
* @param object $ticket |
| 421 |
* @return bool true if access is granted |
| 422 |
* @throws Exception |
| 423 |
*/ |
| 424 |
public function checkCustomerTicketAccess($customer, $ticket, $action = false) |
| 425 |
{ |
| 426 |
if (!$customer) { |
| 427 |
throw new \Exception('Sorry, You do not have permission to this support ticket'); |
| 428 |
} |
| 429 |
|
| 430 |
if ($customer->status == 'inactive') { |
| 431 |
throw new \Exception('Sorry, You do not have access to customer portal'); |
| 432 |
} |
| 433 |
|
| 434 |
if ($ticket->privacy == 'private' && $customer->id != $ticket->customer_id) { |
| 435 |
if ($action) { |
| 436 |
throw new \Exception(sprintf( |
| 437 |
// translators: %s is the action being performed (e.g., "view", "edit", "delete") |
| 438 |
esc_html__("Sorry! You cannot %s this ticket", 'fluent-support'), |
| 439 |
esc_html($action) |
| 440 |
)); |
| 441 |
} else { |
| 442 |
throw new \Exception(esc_html__('You do not have permission to view this support ticket', 'fluent-support')); |
| 443 |
} |
| 444 |
} |
| 445 |
|
| 446 |
$result = apply_filters('fluent_support/can_customer_access_ticket', true, $customer, $ticket, $action); |
| 447 |
|
| 448 |
if ($result && !is_wp_error($result)) { |
| 449 |
return $result; |
| 450 |
} |
| 451 |
|
| 452 |
if (!$result) { |
| 453 |
throw new \Exception(esc_html__('Sorry, You cannot access this ticket', 'fluent-support')); |
| 454 |
} |
| 455 |
|
| 456 |
throw new \Exception(esc_html($result->get_error_message())); |
| 457 |
} |
| 458 |
|
| 459 |
|
| 460 |
/** |
| 461 |
* This `getResponses` method is responsible for getting a ticket's responses by ticket id |
| 462 |
* @param int $ticketId |
| 463 |
* @return mixed |
| 464 |
*/ |
| 465 |
private function getResponses($ticketId) |
| 466 |
{ |
| 467 |
$responses = Conversation::where('ticket_id', $ticketId) |
| 468 |
->with([ |
| 469 |
'person' => function ($query) { |
| 470 |
$query->select(['first_name', 'email', 'person_type', 'last_name', 'id', 'title', 'avatar']); |
| 471 |
}, |
| 472 |
'attachments' |
| 473 |
]) |
| 474 |
->filterByType(['response', 'ticket_merge_activity', 'ticket_split_activity']) |
| 475 |
->latest('id') |
| 476 |
->get(); |
| 477 |
|
| 478 |
foreach ($responses as $response) { |
| 479 |
if (defined('FLUENTSUPPORTPRO_PLUGIN_VERSION') && Helper::isAgentFeedbackEnabled()) { |
| 480 |
$agentFeedback = Meta::where('object_id', $response->id) |
| 481 |
->where('object_type', 'conversation_meta') |
| 482 |
->where('key', 'agent_feedback_ratings') |
| 483 |
->first(); |
| 484 |
|
| 485 |
if ($agentFeedback) { |
| 486 |
$response->agent_feedback = $agentFeedback->value; |
| 487 |
} |
| 488 |
} |
| 489 |
|
| 490 |
// translators: %s is the time duration (e.g., "2 hours", "3 days") |
| 491 |
$response->human_date = sprintf(__('%s ago', 'fluent-support'), human_time_diff(strtotime($response->created_at), current_time('timestamp'))); |
| 492 |
$response->content = links_add_target(make_clickable($response->content)); |
| 493 |
if ($response->person) { |
| 494 |
$response->person->setHidden(['email']); |
| 495 |
} |
| 496 |
} |
| 497 |
|
| 498 |
return $responses; |
| 499 |
} |
| 500 |
|
| 501 |
/** |
| 502 |
* This `syncTicketAdditionData` method is responsible for syncing ticket additional data |
| 503 |
* @param object $ticket |
| 504 |
* @return object $ticket |
| 505 |
*/ |
| 506 |
private function syncTicketAdditionData($ticket) |
| 507 |
{ |
| 508 |
$ticket->content = links_add_target(make_clickable($ticket->content)); |
| 509 |
|
| 510 |
if ($ticket->customer) { |
| 511 |
$ticket->customer->setHidden(['email']); |
| 512 |
} |
| 513 |
|
| 514 |
if ($ticket->agent) { |
| 515 |
$ticket->agent->setHidden(['email']); |
| 516 |
} |
| 517 |
|
| 518 |
if ($ticket->status == 'closed') { |
| 519 |
$ticket->load('closed_by_person'); |
| 520 |
if ($ticket->closed_by_person) { |
| 521 |
$ticket->closed_by_person->setVisible(['first_name', 'last_name', 'id', 'full_name', 'photo']); |
| 522 |
} |
| 523 |
} |
| 524 |
|
| 525 |
if (defined('FLUENTSUPPORTPRO')) { |
| 526 |
$ticket->custom_fields = $ticket->customData('public', true); |
| 527 |
} |
| 528 |
|
| 529 |
return $ticket; |
| 530 |
} |
| 531 |
|
| 532 |
public function addUserFeedback($approvalStatus, $conversationID) |
| 533 |
{ |
| 534 |
$existingAgentFeedback = Meta::where([ |
| 535 |
'object_id' => $conversationID, |
| 536 |
'key' => 'agent_feedback_ratings', |
| 537 |
])->first(); |
| 538 |
|
| 539 |
if ($existingAgentFeedback) { |
| 540 |
return $this->updateExistingFeedback($existingAgentFeedback, $approvalStatus); |
| 541 |
} else { |
| 542 |
$agentFeedback = Meta::create([ |
| 543 |
'object_id' => $conversationID, |
| 544 |
'key' => 'agent_feedback_ratings', |
| 545 |
'object_type' => 'conversation_meta', |
| 546 |
'value' => $approvalStatus, |
| 547 |
]); |
| 548 |
return $agentFeedback; |
| 549 |
} |
| 550 |
} |
| 551 |
|
| 552 |
private function updateExistingFeedback($existingAgentFeedback, $approvalStatus) |
| 553 |
{ |
| 554 |
if (($existingAgentFeedback->value === 'like' && $approvalStatus === 'like') || |
| 555 |
($existingAgentFeedback->value === 'dislike' && $approvalStatus === 'dislike')) { |
| 556 |
$existingAgentFeedback->delete(); |
| 557 |
} else { |
| 558 |
$existingAgentFeedback->update([ |
| 559 |
'value' => $approvalStatus, |
| 560 |
]); |
| 561 |
} |
| 562 |
return $existingAgentFeedback; |
| 563 |
} |
| 564 |
|
| 565 |
} |
| 566 |
|
