fluent-support / app / Services / Tickets / TicketService.php

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

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1	<?php
2
3	namespace FluentSupport\App\Services\Tickets;
4
5	use FluentSupport\App\Models\Attachment;
6	use FluentSupport\App\Models\Conversation;
7	use FluentSupport\App\Modules\PermissionManager;
8	use FluentSupport\App\Services\Helper;
9	use FluentSupport\App\Services\Includes\UploadService;
10	use FluentSupport\App\Services\TicketHelper;
11	use FluentSupport\App\Services\TicketQueryService;
12	use FluentSupport\Framework\Support\Arr;
13
14	class TicketService
15	{
16	/**
17	* this function will set the ticket status as closed
18	* @param $ticket
19	* @param $person
20	* @param string $internalNote
21	* @param bool $silently
22	* @return mixed
23	*/
24
25	public function close($ticket, $person, $internalNote = '', $silently = 'no')
26	{
27	if ($ticket->status != 'closed') {
28	$ticket->status = 'closed';
29	$ticket->resolved_at = current_time('mysql');
30	$ticket->closed_by = $person->id;
31	$ticket->total_close_time = current_time('timestamp') - strtotime($ticket->created_at);
32	$ticket->save();
33
34	if ('no' == $silently) {
35	do_action('fluent_support/ticket_closed', $ticket, $person);
36	do_action('fluent_support/ticket_closed_by_' . $person->person_type, $ticket, $person);
37	}
38
39	if (!$internalNote) {
40	$internalNote = __('Ticket has been closed', 'fluent-support');
41	}
42
43	//Keep track in conversation
44	Conversation::create([
45	'ticket_id' => $ticket->id,
46	'person_id' => $person->id,
47	'conversation_type' => 'internal_info',
48	'content' => $internalNote
49	]);
50	}
51
52	return $ticket;
53	}
54
55	public function reopen($ticket, $person)
56	{
57	if ($ticket->status == 'closed') {
58	$ticket->status = 'active';
59	$ticket->waiting_since = current_time('mysql');
60	$ticket->save();
61
62	/*
63	* Action on ticket reopen
64	*
65	* @since v1.0.0
66	* @param object $ticket
67	* @param object $person
68	*/
69	do_action('fluent_support/ticket_reopen', $ticket, $person);
70	do_action('fluent_support/ticket_reopen_by_' . $person->person_type, $ticket, $person);
71	Conversation::create([
72	'ticket_id' => $ticket->id,
73	'person_id' => $person->id,
74	'conversation_type' => 'internal_info',
75	'content' => __('Ticket has been reopened', 'fluent-support')
76	]);
77	}
78
79	return $person;
80	}
81
82	public function onAgentChange($ticket, $person)
83	{
84	do_action('fluent_support/ticket_agent_change', $ticket, $person);
85	Conversation::create([
86	'ticket_id' => $ticket->id,
87	'person_id' => $person->id,
88	'conversation_type' => 'internal_info',
89	'content' => $ticket->agent->user_id !== $person->user_id ?
90	$person->full_name . __(' assigned ', 'fluent-support') . $ticket->agent->full_name . __(' in this ticket', 'fluent-support') :
91	$person->full_name .__( ' assign this ticket to self', 'fluent-support')
92	]);
93
94	return $person;
95	}
96
97	/**
98	* This `getTickets` method will return the all tickets
99	* @param array $data This is the data that will be used to filter the tickets
100	* @param string $filterType This is the type of filter that will be used to filter the tickets
101	* @return array $tickets
102	*/
103	public function getTickets($data, $filterType)
104	{
105	$queryArgs = $this->prepareQuery($data, $filterType);
106	$tickets = $this->getTicketsByQuery($queryArgs);
107
108	foreach ($tickets as $ticket) {
109	if (Arr::get($data, 'per_page') < 15) {
110	if ($ticket->status != 'closed') {
111	$ticket->live_activity = TicketHelper::getActivity($ticket->id);
112	} else {
113	$ticket->live_activity = [];
114	}
115	}
116	}
117
118	return [
119	'tickets' => $tickets
120	];
121	}
122
123	/**
124	* This is a supporting method for getTickets method
125	* it prepares the query arguments for tickets filtering
126	* @param array $data
127	* @param string $filterType
128	* @return array
129	*/
130	private function prepareQuery($data, $filterType)
131	{
132	$queryArgs = [
133	'with' => [],
134	'filter_type' => $filterType,
135	'sort_by' => sanitize_sql_orderby(Arr::get($data, 'order_by', 'id')),
136	'sort_type' => Arr::get($data, 'order_type', 'DESC') == 'DESC' ? 'DESC' : 'ASC',
137	];
138
139	if ($filterType == 'advanced') {
140	//Get the selected query params for advanced filter
141	$queryArgs['filters_groups_raw'] = json_decode(Arr::get($data, 'advanced_filters', '[]'), true);
142	} else {
143	//Selected filter type is simple
144	$queryArgs['simple_filters'] = Arr::get($data, 'filters', []);
145	$queryArgs['search'] = trim(Arr::get($data, 'search', ''));
146	if ($customerId = Arr::get($data, 'customer_id')) {
147	$queryArgs['customer_id'] = $customerId;
148	}
149	}
150
151	return $queryArgs;
152	}
153
154	// This is a supporting method for getTickets method
155	// it returns the tickets by query arguments
156	private function getTicketsByQuery($queryArgs)
157	{
158	$ticketsModel = (new TicketQueryService($queryArgs))->getModel();
159
160	$ticketsModel = $ticketsModel->with([
161	'customer' => function ($query) {
162	$query->select(['first_name', 'last_name', 'email', 'id', 'avatar']);
163	}, 'agent' => function ($query) {
164	$query->select(['first_name', 'last_name', 'id']);
165	},
166	'mailbox',
167	'product',
168	'tags',
169	'preview_response' => function ($query) {
170	$query->latest('id');
171	}
172	]);
173
174
175	// apply filters by access level
176	do_action_ref_array('fluent_support/tickets_query_by_permission_ref', [&$ticketsModel, false]);
177
178	return $ticketsModel->paginate();
179	}
180
181	/**
182	* This `addTicketAttachments` method is responsible for adding attachments to ticket
183	* @param array $data
184	* @param array $disabledFields
185	* @param \FluentSupport\App\Models\Ticket $ticket
186	* @param object $customer
187	* @return \FluentSupport\App\Models\Ticket $ticket
188	* @since 1.5.7
189	*/
190	public static function addTicketAttachments($data, $disabledFields, $ticket, $customer)
191	{
192	Helper::tempImageMoveUploadDir($ticket->id, 'ticket-create');
193
194	if (($attachmentsHashes = Arr::get($data, 'attachments')) && !in_array('file_upload', $disabledFields)) {
195	$attachments = Attachment::whereIn('file_hash', $attachmentsHashes)
196	->where('status', 'in-active')
197	->get();
198
199	if ($attachments->isEmpty()) {
200	return $ticket;
201	}
202
203	$storageDriver = Helper::getUploadDriverKey();
204
205	if ($storageDriver != 'local') {
206	foreach ($attachments as $attachment) {
207	do_action_ref_array('fluent_support/finalize_file_upload_' . $storageDriver, [&$attachment, $ticket->id]);
208	}
209	}
210
211	foreach ($attachments as $attachment) {
212	if ($attachment->driver == 'local') {
213	$newFileInfo = UploadService::copyFileTicketFolder($attachment->file_path, $ticket->id);
214	if ($newFileInfo) {
215	$attachment->file_path = $newFileInfo['file_path'];
216	$attachment->full_url = $newFileInfo['url'];
217	}
218	}
219
220	$attachment->ticket_id = $ticket->id;
221	$attachment->person_id = $customer->id;
222	$attachment->status = 'active';
223	$attachment->save();
224	}
225
226	$ticket->load('attachments');
227	}
228
229	return $ticket;
230	}
231
232	/**
233	* This `delete` method is responsible for deleting the ticket by ticket id
234	* @param int $id
235	* @return array
236	*/
237	public function delete($ticket)
238	{
239	$deletePermission = PermissionManager::currentUserCan('fst_delete_tickets');
240	$agent = Helper::getAgentByUserId();
241	if (!$deletePermission && $ticket->agent_id != $agent->id) {
242	throw new \Exception(esc_html__('You are not allowed to delete this ticket', 'fluent-support'));
243	}
244
245	$ticketData = [
246	'id' => $ticket->id,
247	'title' => $ticket->title
248	];
249	do_action('fluent_support/deleting_ticket', $ticket);
250	$ticket->delete();
251	do_action('fluent_support/ticket_deleted', $agent, $ticketData);
252
253	return [
254	'message' => __('Ticket has been deleted successfully', 'fluent-support')
255	];
256	}
257
258	public function deleteTickets($tickets)
259	{
260	$tickets->each(function ($ticket) {
261	$this->delete($ticket);
262	});
263
264	return [
265	// translators: %d is the number of tickets that were deleted
266	'message' => sprintf(__('%d tickets have been deleted', 'fluent-support'), count($tickets))
267	];
268	}
269	}
270