fluent-support / app / Services / Tickets / Importer / BaseImporter.php

BaseImporter.php in Fluent Support – Helpdesk & Customer Support Ticket System 1.10.2, at app/Services/Tickets/Importer/BaseImporter.php

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1	<?php
2
3	namespace FluentSupport\App\Services\Tickets\Importer;
4
5	use FluentSupport\App\Models\Agent;
6	use FluentSupport\App\Models\Attachment;
7	use FluentSupport\App\Models\Customer;
8	use FluentSupport\App\Models\Person;
9	use FluentSupport\App\Models\Ticket;
10	use FluentSupport\App\Services\Helper;
11	use FluentSupport\Framework\Support\Arr;
12
13	abstract class BaseImporter
14	{
15	protected $db;
16	protected $handler = '';
17	protected $mailbox;
18	protected $limit = 20;
19	protected $ticketUpdatedSince;
20
21	public function __construct()
22	{
23	$this->db = Helper::FluentSupport('db');
24	$this->mailbox = Helper::getDefaultMailBox();
25	$this->limit = apply_filters('fluent_support/ticket_import_chunk_limit', 20);
26	$this->ticketUpdatedSince = apply_filters('fluent_support/fs_tickets_updated_since', '2010-01-19T02:00:00Z');
27	}
28	/**
29	* This method `stats` returns an array of ticket stats of targeted helpdesk system
30	*
31	* @return array
32	*/
33	abstract public function stats();
34
35	/**
36	* This method `doMigration` is responsible for migrating tickets from targeted helpdesk system
37	* and it returns an array with migration response
38	*
39	* @param int $page
40	* @param string $handler
41	* @return array
42	*/
43	abstract public function doMigration($page, $handler);
44
45	/**
46	* This method `deleteTickets` delete tickets and related data from targeted helpdesk once the
47	* migration process done succesfully
48	*
49	* @param int $page // this will be migrated ticket page number
50	* @return array
51	*/
52	abstract public function deleteTickets($page);
53
54	/**
55	* This method `migrateTickets` migrate tickets on Fluent Support with the help of `migrateTicket` method
56	*
57	* @param array $tickets // array of tickets with all required data
58	* @return array
59	*/
60	public function migrateTickets($tickets)
61	{
62	$insertIds = [];
63	$skips = [];
64	foreach ($tickets as $ticket) {
65	$createdTicket = $this->migrateTicket($ticket);
66	if ($createdTicket) {
67	$insertIds[] = $createdTicket->id;
68	} else {
69	$skips[] = $ticket;
70	}
71	}
72
73	return [
74	'inserts' => $insertIds,
75	'skips' => $skips
76	];
77	}
78
79	/**
80	* This method `migrateTicket` is responsible for migrating a single ticket in Fluent Support
81	*
82	* @param array $ticketData
83	* @return \FluentSupport\App\Models\Ticket $createdTicket
84	*/
85	public function migrateTicket($ticketData)
86	{
87	if ($this->isMigrated($ticketData['origin_id'])) {
88	return false;
89	}
90
91	$fillables = (new Ticket())->getFillable();
92	$fillables[] = 'created_at';
93	$fillables[] = 'updated_at';
94
95	$data = array_filter(Arr::only($ticketData, $fillables));
96
97	if (!isset($data['content'])) {
98	$data['content'] = '';
99	}
100
101	$data['customer_id'] = $ticketData['customer']['id'];
102
103	if (!empty($ticketData['agent'])) {
104	$data['agent_id'] = $ticketData['agent']['id'];
105	}
106
107	if (empty($ticketData['mailbox_id'])) {
108	$data['mailbox_id'] = $this->mailbox->id;
109	}
110
111	$data = $this->addMetaData($data);
112
113	$createdTicketId = $this->db->table('fs_tickets')
114	->insertGetId($data);
115
116	if (!$createdTicketId) {
117	return false;
118	}
119
120	$createdTicket = Ticket::find($createdTicketId);
121
122
123	if (!empty($ticketData['attachments'])) {
124	foreach ($ticketData['attachments'] as $attachmentData) {
125	$attachmentData['person_id'] = $createdTicket->customer_id;
126	$attachmentData['ticket_id'] = $createdTicket->id;
127	Attachment::create($attachmentData);
128	}
129	}
130
131	if (!$createdTicket) {
132	return false;
133	}
134
135	Helper::updateTicketMeta($createdTicket->id, '_' . $this->handler . '_origin_id', $ticketData['origin_id']);
136
137	if (empty($ticketData['replies'])) {
138	return $createdTicket;
139	}
140
141	// Let's migrate the replies
142	$lastAgentResponseTime = $createdTicket->last_customer_response;
143	$lastCustomerResponseTime = $createdTicket->waiting_since;
144	$waitingSince = $createdTicket->waiting_since;
145	$responseCount = 0;
146	$firstResponseTimestamp = false;
147
148	$defualtAgentId = false;
149
150	foreach ($ticketData['replies'] as $reply) {
151
152	$replyData = Arr::only($reply, [
153	'content',
154	'conversation_type',
155	'created_at',
156	'updated_at'
157	]);
158
159	if (!isset($replyData['content']) \|\| empty($replyData['content'])) {
160	continue;
161	}
162
163	$replyData['ticket_id'] = $createdTicket->id;
164	$replyData['source'] = $this->handler;
165	$replyData['content_hash'] = md5($replyData['content']);
166
167	$person = ($reply['is_customer_reply']) ? $this->getPerson($reply['user']) : $this->getPerson($reply['user'], 'agent');
168
169	if (!$person) {
170	continue; // person could not be found
171	}
172
173	$replyData['person_id'] = intval($person->id);
174
175	if ($replyData['conversation_type'] == 'response') {
176	$responseCount++;
177	}
178
179	if ($reply['is_customer_reply']) {
180	if (strtotime($lastCustomerResponseTime) < strtotime($replyData['created_at'])) {
181	$lastCustomerResponseTime = $replyData['created_at'];
182	}
183	} else if ($replyData['conversation_type'] == 'response') {
184
185	if (!$firstResponseTimestamp) {
186	$firstResponseTimestamp = $replyData['created_at'];
187	}
188
189	if (strtotime($lastAgentResponseTime) < strtotime($replyData['created_at'])) {
190	$lastAgentResponseTime = $replyData['created_at'];
191	$waitingSince = $replyData['created_at'];
192	}
193
194	$defualtAgentId = $person->id;
195	}
196
197	$conversionId = $this->db->table('fs_conversations')
198	->insertGetId($replyData);
199
200	if (!empty($reply['attachments'])) {
201	foreach ($reply['attachments'] as $attachmentData) {
202	$attachmentData['ticket_id'] = $createdTicket->id;
203	$attachmentData['person_id'] = $person->id;
204	$attachmentData['conversation_id'] = $conversionId;
205	Attachment::create($attachmentData);
206	}
207	}
208	}
209
210	$ticketUpdateData = array_filter([
211	'last_customer_response' => $lastAgentResponseTime,
212	'waiting_since' => $waitingSince,
213	'response_count' => $responseCount
214	]);
215
216	if(!$createdTicket->agent_id && $defualtAgentId) {
217	$ticketUpdateData['agent_id'] = $defualtAgentId;
218	}
219
220	if ($firstResponseTimestamp && $createdTicket->crerated_at) {
221	$ticketUpdateData['first_response_time'] = strtotime($firstResponseTimestamp) - strtotime($createdTicket->crerated_at);
222	}
223
224	if ($createdTicket->status == 'closed' && $createdTicket->resolved_at && $createdTicket->crerated_at) {
225	$ticketUpdateData['total_close_time'] = strtotime($createdTicket->resolved_at) - strtotime($createdTicket->crerated_at);
226	}
227
228	if ($ticketUpdateData) {
229	$createdTicket->fill($ticketUpdateData);
230	$createdTicket->save();
231	}
232
233	return $createdTicket;
234	}
235
236	/**
237	* This `getPerson` method will get associated person with a tickets or conversation
238	* @param array $personData
239	* @param string $type user type default is `customer`
240	* @return object\|false $person
241	*/
242	protected function getPerson($personData, $type = 'customer')
243	{
244
245	static $cachedPerson = [];
246
247	$personData = (array) $personData;
248
249	if (!empty($personData['user_id'])) {
250	if (isset($personData[$personData['user_id'] . '_' . $type])) {
251	return $personData[$personData['user_id'] . '_' . $type];
252	}
253	}
254
255	if ($type == 'customer') {
256	if (!empty($personData['user_id']) \|\| !empty($personData['email'])) {
257	$person = Customer::maybeCreateCustomer($personData);
258	if ($person) {
259	$cachedPerson[$person->user_id . '_' . $type] = $person;
260	}
261	return $person;
262	}
263	return false;
264	}
265
266	if (!empty($personData['user_id'])) {
267	$person = Person::where('user_id', $personData['user_id'])
268	->where('person_type', $type)
269	->first();
270	if ($person) {
271	$cachedPerson[$person->user_id . '_' . $type] = $person;
272
273	return $person;
274	}
275	}
276
277	if (!empty($personData['email'])) {
278	$person = Person::where('email', $personData['email'])
279	->where('person_type', $type)
280	->first();
281	if ($person) {
282	$cachedPerson[$person->user_id . '_' . $type] = $person;
283	return $person;
284	}
285	}
286
287	$user = false;
288
289	if (!empty($personData['user_id'])) {
290	$user = get_user_by('ID', $personData['user_id']);
291	} else if (!empty($personData['email'])) {
292	$user = get_user_by('email', $personData['email']);
293	}
294
295	if (!$user && 'agent' == $type) {
296	$person = Agent::updateOrCreate(
297	[
298	'email' => $personData['email']
299	],
300	[
301	'first_name' => $personData['first_name'] ?? '',
302	'last_name' => $personData['last_name'] ?? '',
303	'email' => $personData['email'],
304	'type' => $type
305	]
306	);
307
308	return $person;
309	}
310
311
312	if ($user){
313	$personData['user_id'] = $user->ID;
314	$personData['first_name'] = $user->first_name;
315	$personData['last_name'] = $user->last_name;
316	$personData['last_name'] = $user->last_name;
317	$personData['email'] = $user->user_email;
318
319	if (empty($personData['full_name'])) {
320	$personData['full_name'] = $user->display_name;
321	}
322
323	}
324
325	if (empty($personData['first_name']) && $personData['last_name'] && !empty($personData['name'])) {
326	$fullNameArray = explode(' ', $personData['name']);
327	$personData['first_name'] = array_shift($fullNameArray);
328	if ($fullNameArray) {
329	$personData['last_name'] = implode(' ', $fullNameArray);
330	}
331	unset($personData['name']);
332	}
333
334
335	$personData['person_type'] = $type;
336
337	$person = Person::create($personData);
338	$cachedPerson[$person->user_id . '_' . $type] = $person;
339	return $person;
340	}
341
342	protected function fallbackAgentId()
343	{
344	$agent = Person::where('person_type', 'agent')
345	->oldest('id')
346	->select(['id'])
347	->first();
348
349	return (int)$agent->id;
350	}
351
352	protected function isMigrated($originId)
353	{
354	$exist = $this->db->table('fs_meta')
355	->where('object_type', 'ticket_meta')
356	->where('key', '_' . $this->handler . '_origin_id')
357	->where('value', $originId)
358	->first();
359
360	return !!$exist;
361	}
362
363	protected function addMetaData($ticketData)
364	{
365	if (empty($ticketData['slug'])) {
366	$ticketData['slug'] = Ticket::slugify($ticketData['title']);
367	}
368
369	$ticketData['hash'] = substr(md5(time() . wp_generate_uuid4()), 0, 8) . mt_rand(1, 99);
370
371	$ticketData['content_hash'] = md5($ticketData['content']);
372
373	if (empty($ticketData['last_customer_response'])) {
374	$ticketData['last_customer_response'] = current_time('mysql');
375	}
376
377	if (empty($ticketData['created_at'])) {
378	$ticketData['created_at'] = current_time('mysql');
379	}
380	if (empty($ticketData['updated_at'])) {
381	$ticketData['updated_at'] = current_time('mysql');
382	}
383
384	if (empty($ticketData['waiting_since'])) {
385	$ticketData['waiting_since'] = current_time('mysql');
386	}
387
388	return $ticketData;
389	}
390
391
392	public function resolvePerson($personUserId)
393	{
394	$person = get_user_by('ID', $personUserId);
395
396	if (!$person) {
397	return false;
398	}
399
400	return [
401	'user_id' => $personUserId,
402	'full_name' => $person->first_name . ' ' . $person->last_name,
403	'email' => $person->user_email
404	];
405	}
406
407	public function getUnknownCustomerData($authorId): array
408	{
409	return [
410	'user_id' => 0,
411	'full_name' => 'Unknown User',
412	'email' => 'unknown-' . $authorId . '@example.com',
413	];
414	}
415	}
416