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<?php |
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|
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namespace FluentSupport\App\Services\Tickets\Importer; |
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class ZendeskTickets extends BaseImporter |
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{ |
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protected $handler = 'zendesk'; |
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public $accessToken; |
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public $mailbox_id; |
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private $domain; |
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private $email; |
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protected $limit; |
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private $hasMore; |
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private $currentPage; |
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private $totalTickets; |
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private $originId; |
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private $responseCount; |
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private $totalPage; |
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|
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public function stats() |
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{ |
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return [ |
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'name' => esc_html('Zendesk'), |
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'handler' => $this->handler, |
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'type' => 'sass', |
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'last_migrated' => get_option('_fs_migrate_zendesk') |
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]; |
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} |
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|
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public function doMigration($page, $handler) |
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{ |
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|
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$this->currentPage = $page; |
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$this->handler = $handler; |
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$tickets = $this->ticketsWithReply(); |
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$results = $this->migrateTickets($tickets); |
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|
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$this->totalPage = $this->totalTickets / $this->limit; |
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$this->hasMore = $this->currentPage < $this->totalPage; |
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$completedNow = isset($results['inserts']) ? count($results['inserts']) : 0; |
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$completedTickets = $completedNow + (($this->currentPage - 1) * $this->limit); |
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$remainingTickets = $this->totalTickets - $completedTickets; |
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$completed = intval(($completedTickets / $this->totalTickets) * 100); |
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|
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$response = [ |
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'handler' => $this->handler, |
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'insert_ids' => $results['inserts'], |
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'skips' => count($results['skips']), |
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'has_more' => $this->hasMore, |
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'completed' => $completed, |
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'imported_page' => $page, |
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'total_pages' => $this->totalPage, |
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'next_page' => $page + 1, |
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'total_tickets' => $this->totalTickets, |
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'remaining' => $remainingTickets |
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]; |
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|
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if (!$this->hasMore) { |
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$response['message'] = __('All tickets has been imported successfully', 'fluent-support'); |
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update_option('_fs_migrate_zendesk', current_time('mysql'), 'no'); |
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} |
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|
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return $response; |
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} |
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|
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private function ticketsWithReply() |
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{ |
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try { |
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$this->totalTickets = $this->countTotalTickets(); |
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$url = "{$this->domain}/api/v2/tickets?per_page={$this->limit}&page={$this->currentPage}"; |
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$tickets = $this->makeRequest($url); |
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|
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$formattedTickets = []; |
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if (empty($tickets)) { |
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$this->hasMore = false; |
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return []; |
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} |
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|
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$this->hasMore = true; |
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foreach ($tickets->tickets as $ticket) { |
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$singleTicketUrl = $this->domain . '/api/v2/tickets/' . $ticket->id . '/comments.json?include=attachments,users'; |
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$singleTicket = $this->makeRequest($singleTicketUrl); |
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$this->originId = $ticket->id; |
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$ticketAttacments = []; |
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if (!empty($singleTicket->comments[0]->attachments)) { |
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$ticketAttacments = $this->getAttachments($singleTicket->comments[0]->attachments); |
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} |
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|
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$formattedTickets[] = [ |
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'title' => sanitize_text_field($ticket->subject), |
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'content' => wp_kses_post($ticket->description), |
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'origin_id' => intval($ticket->id), |
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'source' => sanitize_text_field($this->handler), |
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'customer' => $this->fetchPerson($ticket->requester_id), |
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'replies' => $this->getReplies($singleTicket), |
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'status' => $this->getStatus($ticket->status), |
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'client_priority' => $this->getPriority($ticket->priority), |
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'priority' => $this->getPriority($ticket->priority), |
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'created_at' => date('Y-m-d h:i:s', strtotime($ticket->created_at)), |
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'updated_at' => date('Y-m-d h:i:s', strtotime($ticket->updated_at)), |
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'last_customer_response' => NULL, |
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'last_agent_response' => NULL, |
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'attachments' => $ticketAttacments |
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]; |
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} |
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|
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return $formattedTickets; |
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|
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} catch (\Exception $e) { |
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return []; |
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} |
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} |
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|
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private function getReplies($replies) |
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{ |
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unset($replies->comments[0]); |
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$formattedReplies = []; |
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foreach ($replies->comments as $reply) { |
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$ticketReply = [ |
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'content' => wp_kses_post($reply->body), |
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'conversation_type' => 'response', |
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'created_at' => date('Y-m-d h:i:s', strtotime($reply->created_at)), |
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'updated_at' => isset($reply->updated_at) ? date('Y-m-d h:i:s', strtotime($reply->updated_at)) : NULL, |
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]; |
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|
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$ticketReply = $this->populatePersonInfo($ticketReply, $reply, $replies->users); |
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|
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if (count($reply->attachments)) { |
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$ticketReply['attachments'] = $this->getAttachments($reply->attachments); |
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} |
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|
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$formattedReplies[] = $ticketReply; |
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} |
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|
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return $formattedReplies; |
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} |
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|
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private function populatePersonInfo($ticketReply,$reply,$users) |
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{ |
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foreach ($users as $user) { |
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if ($user->id !== $reply->author_id) { |
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continue; |
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} |
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|
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$ticketReply['is_customer_reply'] = $user->role === 'end-user'; |
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$type = $user->role === 'end-user' ? 'user' : 'agent'; |
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$ticketReply['user'] = Common::formatPersonData($user, $type); |
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break; |
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} |
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|
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return $ticketReply; |
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} |
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|
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private function makeRequest($url) |
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{ |
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$token = base64_encode($this->email . '/token:' . $this->accessToken); |
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|
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$request = wp_remote_get($url, [ |
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'headers' => [ |
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'Authorization' => "Basic {$token}", |
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'Content-Type' => 'application/json' |
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] |
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]); |
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|
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if (is_wp_error($request)) { |
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throw new \Exception('Error while making request'); |
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} |
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|
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$response = json_decode(wp_remote_retrieve_body($request)); |
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|
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return $response; |
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} |
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|
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private function fetchPerson($requesterId) |
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{ |
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$userUrl = $this->domain . '/api/v2/users/' . $requesterId . '.json'; |
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$fetchUser = $this->makeRequest($userUrl); |
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|
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$user = (object)[ |
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'name' => $fetchUser->user->name, |
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'address' => $fetchUser->user->email |
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]; |
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|
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$personArray = Common::formatPersonData($user, 'customer'); |
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return Common::updateOrCreatePerson($personArray); |
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} |
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|
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private function countTotalTickets() |
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{ |
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$url = "{$this->domain}/api/v2/tickets/count.json"; |
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$count = $this->makeRequest($url); |
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return $count->count->value; |
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} |
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|
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private function getAttachments($attachments) |
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{ |
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$wpUploadDir = wp_upload_dir(); |
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$baseDir = $wpUploadDir['basedir'] . '/fluent-support/zendesk-ticket-' . $this->originId . '/'; |
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|
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$formattedAttachments = []; |
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foreach ($attachments as $attachment) { |
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$filePath = Common::downloadFile($attachment->content_url, $baseDir, $attachment->file_name); |
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$fileUrl = $wpUploadDir['baseurl'] . '/fluent-support/zendesk-ticket-' . $this->originId . '/' . $attachment->file_name; |
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$formattedAttachments[] = [ |
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'full_url' => $fileUrl, |
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'title' => $attachment->file_name, |
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'file_path' => $filePath, |
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'driver' => 'local', |
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'status' => 'active', |
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'file_type' => $attachment->content_type |
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]; |
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} |
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|
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return $formattedAttachments; |
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} |
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|
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public function setAccessToken($accessToken) |
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{ |
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$this->accessToken = $accessToken; |
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} |
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|
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public function setDomain($domain) |
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{ |
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$this->domain = $domain; |
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} |
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|
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public function setEmail($email) |
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{ |
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$this->email = $email; |
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} |
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|
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private function setResponseCount($count) |
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{ |
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$this->responseCount = $count; |
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} |
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|
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private function getStatus($status) |
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{ |
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switch ($status) { |
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case 'open': |
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return 'active'; |
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case 'pending': |
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return 'waiting'; |
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case 'solved': |
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return 'closed'; |
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default: |
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return 'active'; |
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} |
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|
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} |
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|
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private function getPriority($priority) |
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{ |
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switch ($priority) { |
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case 'low': |
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case 'normal': |
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return 'normal'; |
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case 'high': |
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return 'medium'; |
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case 'urgent': |
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return 'critical'; |
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default: |
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return 'normal'; |
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} |
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} |
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|
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public function deleteTickets($page) |
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{ |
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return; |
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} |
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} |
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|
