| 1 |
<?php |
| 2 |
|
| 3 |
namespace FluentSupport\App\Models; |
| 4 |
|
| 5 |
use Exception; |
| 6 |
use FluentSupport\App\Http\Controllers\AuthController; |
| 7 |
use FluentSupport\App\Modules\PermissionManager; |
| 8 |
use FluentSupport\App\Services\Helper; |
| 9 |
use FluentSupport\App\Services\ProfileInfoService; |
| 10 |
use FluentSupport\App\Services\TicketHelper; |
| 11 |
use FluentSupport\App\Services\TicketQueryService; |
| 12 |
use FluentSupport\App\Services\Tickets\ResponseService; |
| 13 |
use FluentSupport\App\Services\Tickets\TicketService; |
| 14 |
use FluentSupport\Framework\Support\Arr; |
| 15 |
|
| 16 |
class Ticket extends Model |
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{ |
| 18 |
protected $table = 'fs_tickets'; |
| 19 |
|
| 20 |
protected $dates = ['waiting_since']; |
| 21 |
|
| 22 |
/** |
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* The attributes that are mass assignable. |
| 24 |
* |
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* @var array |
| 26 |
*/ |
| 27 |
protected $fillable = [ |
| 28 |
'customer_id', |
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'agent_id', |
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'product_id', |
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'mailbox_id', |
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'product_source', |
| 33 |
'privacy', |
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'priority', |
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'client_priority', |
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'status', |
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'title', |
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'slug', |
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'hash', |
| 40 |
'source', |
| 41 |
'message_id', |
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'content', |
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'last_agent_response', |
| 44 |
'last_customer_response', |
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'waiting_since', |
| 46 |
'response_count', |
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'first_response_time', |
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'total_close_time', |
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'resolved_at', |
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'closed_by' |
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]; |
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|
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public static function boot() |
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{ |
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parent::boot(); |
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|
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static::creating(function ($model) { |
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if (empty($model->slug)) { |
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$model->slug = static::slugify($model->title); |
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} |
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|
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$model->hash = substr(md5(time() . wp_generate_uuid4()), 0, 8) . wp_rand(1, 99); |
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$model->content_hash = md5($model->content); |
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|
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$model->last_customer_response = current_time('mysql'); |
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$model->created_at = current_time('mysql'); |
| 67 |
$model->updated_at = current_time('mysql'); |
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$model->waiting_since = current_time('mysql'); |
| 69 |
|
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}); |
| 71 |
|
| 72 |
static::deleting(function ($model) { |
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//Delete the ticket meta |
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Meta::where('object_type', 'ticket_meta')->where('object_id', $model->id)->delete(); |
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//Delete all cc info for the ticket |
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Meta::where('object_type', 'ticket')->where('object_id', $model->id)->delete(); |
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//Delete draft info |
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Meta::where('object_type', '_fs_auto_draft')->where('object_id', $model->id)->delete(); |
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//delete the responses first |
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Conversation::deleteAll($model->id); |
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}); |
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} |
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|
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/** |
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* $searchable Columns in table to search |
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* @var array |
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*/ |
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protected $searchable = [ |
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'content', |
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'title', |
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'slug', |
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'id' |
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]; |
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|
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/** |
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* Local scope to filter tickets by search/query string |
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* @param ModelQueryBuilder $query |
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* @param string $search |
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* @return ModelQueryBuilder |
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*/ |
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public function scopeSearchBy($query, $search) |
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{ |
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if (strpos($search, ':')) { |
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$array = explode(':', $search); |
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$column = $array[0]; |
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$value = $array[1]; |
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$columns = $this->fillable; |
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$columns[] = 'id'; |
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|
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if (in_array($column, $columns) && $value) { |
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if (is_numeric($value)) { |
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$query->where($column, $value); |
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} else { |
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$query->where($column, 'LIKE', "%$value%"); |
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} |
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return $query; |
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} |
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} |
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|
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$fields = $this->searchable; |
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$query->where(function ($query) use ($fields, $search) { |
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$query->where(array_shift($fields), 'LIKE', "%$search%"); |
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foreach ($fields as $field) { |
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$query->orWhere($field, 'LIKE', "%$search%"); |
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} |
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}); |
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|
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return $query; |
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} |
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|
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/** |
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* Local scope to filter tickets by different filtering condition |
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* @param ModelQueryBuilder $query |
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* @param mixed $search |
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* @return ModelQueryBuilder |
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*/ |
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|
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public function doSearchForAdvancedFilter($query, $search) |
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{ |
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foreach ($search as $s) { |
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$operator = $s['operator']; |
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//If selected item for ticket either title or content |
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if (in_array($s['property'], ['title', 'content'])) { |
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//If the selected condition is contains, query operator id LIKE |
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if ($operator == 'contains') { |
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$query = $query->where(function ($query) use ($s) { |
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$query->where($s['property'], 'LIKE', "%" . $s['value'] . "%"); |
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}); |
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} elseif ($operator == 'not_contains') { |
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//If the selected condition is not_contains, query operator id NOT LIKE |
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$query = $query->where(function ($query) use ($s) { |
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$query->where($s['property'], 'NOT LIKE', '%' . $s['value'] . '%'); |
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}); |
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} |
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} |
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|
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//If selected item is Ticket Conversation Content |
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if ($s['property'] == 'conversation_content') { |
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$operator = $s['operator']; |
| 160 |
if ($operator == 'contains') { |
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$query = $query->whereHas('responses', function ($q) use ($s) { |
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$q->where('content', 'LIKE', "%" . $s['value'] . "%"); |
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}); |
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|
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} else if ($operator == 'not_contains') { |
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$query = $query->whereHas('responses', function ($q) use ($s) { |
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$q->where('content', 'NOT LIKE', "%" . $s['value'] . "%"); |
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}); |
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} |
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} |
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|
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//If selected item is Ticket created or Last Response or Customer Waiting For, or Last Agent Response or Last Customer Response |
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if (in_array($s['property'], ['created_at', 'updated_at', 'waiting_since', 'last_agent_response', 'last_customer_response'])) { |
| 174 |
$query = (new \FluentSupport\App\Models\Ticket())->buildDateBaseFilterQuery($query, $s); |
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} |
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|
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//If selected item is Ticket Status or Client Priority or Agent Priority or Tags or Product or Waiting For Reply |
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if (in_array($s['property'], ['status', 'client_priority', 'priority', 'tags', 'product', 'waiting_for_reply', 'agent_id', 'mailbox_id'])) { |
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$query = (new \FluentSupport\App\Models\Ticket())->buildPropertiesFilterQuery($query, $s); |
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} |
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} |
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return $query; |
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} |
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|
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/** |
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* Local scope to filter subscribers by search/query string |
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* @param ModelQueryBuilder $query |
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* @param array $statuses |
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* @return ModelQueryBuilder |
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*/ |
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public function scopeFilterByStatues($query, $statuses) |
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{ |
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if ($statuses) { |
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$query->whereIn('status', $statuses); |
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} |
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|
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return $query; |
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} |
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|
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/** |
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* Local scope to filter tickets by not response by agent |
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* @param $query |
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* @return mixed |
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*/ |
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public function scopeWaitingOnly($query) |
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{ |
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$query->where(function ($q) { |
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$q->whereColumn('last_agent_response', '<', 'last_customer_response') |
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->orWhereNull('last_agent_response') |
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->orWhere('status', 'new'); |
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}); |
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return $query; |
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} |
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|
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/** |
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* scopeApplyFilters method will filet ticket based on the selected filters |
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* This method will get filter option as parameter, loop through and apply conditions in query |
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* @param $query |
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* @param $filters |
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* @return ModelQueryBuilder |
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*/ |
| 222 |
public function scopeApplyFilters($query, $filters) |
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{ |
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$supportedColumns = ['product_id', 'client_priority', 'priority', 'mailbox_id']; |
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foreach ($filters as $filterKey => $filterValue) { |
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if (!$filterValue && ($filterValue !== '0' || $filterValue !== 0)) { |
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continue; |
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} |
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//If filer using status |
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if ($filterKey == 'status_type') { |
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//Get list of ticket status |
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$statusArray = Helper::getTkStatusesByGroupName($filterValue); |
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if ($statusArray) { |
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//Apply filet where status in |
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$query->whereIn('status', $statusArray); |
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} |
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} else if (in_array($filterKey, $supportedColumns)) { |
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// Use whereIn for product_id (always expects array) and where for other columns |
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if ($filterKey === 'product_id') { |
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$query->whereIn($filterKey, $filterValue); |
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} else { |
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$query->where($filterKey, $filterValue); |
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} |
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} else if ($filterKey == 'waiting_for_reply') { |
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if ($filterValue != 'yes') { |
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continue; |
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} |
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//Apply filter where no response by agent |
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$query = $this->scopeWaitingOnly($query); |
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} else if ($filterKey == 'agent_id') { |
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//Apply filter where ticket is not assigned |
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if ($filterValue == 'unassigned') { |
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$query->whereNull($filterKey); |
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} else { |
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if (defined('FLUENTSUPPORTPRO')) { |
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if (isset($filters['watcher']) && $filters['watcher'] == 'watcher') { |
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$watcherTickets = TicketHelper::getWatcherTicketIds($filterValue); |
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$query->whereIn('id', $watcherTickets); |
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} else { |
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//Apply filter, get only assigned ticket |
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$query->where($filterKey, $filterValue); |
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} |
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} |
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} |
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} else if ($filterKey == 'ticket_tags') { |
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if (!$filterValue) { |
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continue; |
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} |
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//Apply filter where ticket only has this tag id |
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$query->whereHas('tags', function ($q) use ($filterValue) { |
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$q->whereIn('tag_id', $filterValue); |
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}); |
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} |
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} |
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|
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return $query; |
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} |
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|
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/** |
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* Local scope to filter tickets by agent id |
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* @param ModelQueryBuilder $query |
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* @param int $agentId |
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* @return ModelQueryBuilder |
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*/ |
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public function scopeFilterByAgentId($query, $agentId) |
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{ |
| 287 |
if ($agentId) { |
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$query->where('agent_id', $agentId); |
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} |
| 290 |
|
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return $query; |
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} |
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|
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/** |
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* Local scope to filter subscribers by search/query string |
| 296 |
* @param ModelQueryBuilder $query |
| 297 |
* @param int $customerId |
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* @return ModelQueryBuilder |
| 299 |
*/ |
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public function scopeFilterByCustomerId($query, $customerId) |
| 301 |
{ |
| 302 |
$query->where('customer_id', $customerId); |
| 303 |
|
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return $query; |
| 305 |
} |
| 306 |
|
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/** |
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* Local scope to filter subscribers by search/query string |
| 309 |
* @param ModelQueryBuilder $query |
| 310 |
* @param int $productId |
| 311 |
* @return ModelQueryBuilder |
| 312 |
*/ |
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public function scopeFilterByProductId($query, $productId) |
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{ |
| 315 |
if ($productId) { |
| 316 |
$query->where('product_id', $productId); |
| 317 |
} |
| 318 |
|
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return $query; |
| 320 |
} |
| 321 |
|
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/** |
| 323 |
* Local scope to filter subscribers by search/query string |
| 324 |
* @param ModelQueryBuilder $query |
| 325 |
* @param array $priorities |
| 326 |
* @return ModelQueryBuilder |
| 327 |
*/ |
| 328 |
public function scopeFilterByPriorities($query, $priorities) |
| 329 |
{ |
| 330 |
if ($priorities) { |
| 331 |
$query->whereIn('priority', $priorities); |
| 332 |
} |
| 333 |
|
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return $query; |
| 335 |
} |
| 336 |
|
| 337 |
/** |
| 338 |
* @param $filter |
| 339 |
* @return string[] |
| 340 |
*/ |
| 341 |
|
| 342 |
public static function parseRelationalFilterQueryMethods($filter) |
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{ |
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// default operator = in |
| 345 |
$method = 'whereHas'; |
| 346 |
$subMethod = 'whereIn'; |
| 347 |
|
| 348 |
switch ($filter['operator']) { |
| 349 |
case 'not_in': |
| 350 |
$method = 'whereDoesntHave'; |
| 351 |
$subMethod = 'whereIn'; |
| 352 |
|
| 353 |
break; |
| 354 |
case 'in_all': |
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$method = 'whereHas'; |
| 356 |
$subMethod = 'where'; |
| 357 |
|
| 358 |
break; |
| 359 |
case 'not_in_all': |
| 360 |
$method = 'whereDoesntHave'; |
| 361 |
$subMethod = 'where'; |
| 362 |
|
| 363 |
break; |
| 364 |
} |
| 365 |
|
| 366 |
return [$method, $subMethod]; |
| 367 |
} |
| 368 |
|
| 369 |
/** |
| 370 |
* Parse filter to set proper operator and value for the filter query. |
| 371 |
* |
| 372 |
* @param array $filter |
| 373 |
* @return array |
| 374 |
*/ |
| 375 |
public static function filterParser($filter) |
| 376 |
{ |
| 377 |
switch ($filter['operator']) { |
| 378 |
case 'before': |
| 379 |
$filter['operator'] = '<'; |
| 380 |
$filter['value'] = $filter['value'] . ' 23:59:59'; |
| 381 |
break; |
| 382 |
|
| 383 |
case 'after': |
| 384 |
$filter['operator'] = '>'; |
| 385 |
$filter['value'] = $filter['value'] . ' 23:59:59'; |
| 386 |
break; |
| 387 |
|
| 388 |
case 'date_equal': |
| 389 |
$filter['operator'] = 'LIKE'; |
| 390 |
$filter['value'] = '%' . $filter['value'] . '%'; |
| 391 |
break; |
| 392 |
|
| 393 |
case 'days_before': |
| 394 |
$filter['operator'] = '<'; |
| 395 |
$filter['value'] = date('Y-m-d', current_time('timestamp') - $filter['value'] * 24 * 60 * 60); |
| 396 |
break; |
| 397 |
|
| 398 |
case 'days_within': |
| 399 |
$filter['operator'] = 'BETWEEN'; |
| 400 |
$filter['value'] = [ |
| 401 |
date('Y-m-d', current_time('timestamp') - $filter['value'] * 24 * 60 * 60), |
| 402 |
date('Y-m-d') . ' 23:59:59' |
| 403 |
]; |
| 404 |
break; |
| 405 |
case 'date_range': |
| 406 |
$filter['operator'] = 'BETWEEN'; |
| 407 |
if (isset($filter['value'][0])) |
| 408 |
$filter['value'][0] .= ' 00:00:00'; |
| 409 |
if (isset($filter['value'][1])) |
| 410 |
$filter['value'][1] .= ' 23:59:59'; |
| 411 |
break; |
| 412 |
} |
| 413 |
|
| 414 |
return $filter; |
| 415 |
} |
| 416 |
|
| 417 |
/** |
| 418 |
* @param \FluentSupport\Framework\Database\Orm\Builder|\FluentSupport\Framework\Database\Query\Builder $query |
| 419 |
* @param array $filters |
| 420 |
* @return ModelQueryBuilder |
| 421 |
*/ |
| 422 |
public function buildDateBaseFilterQuery($query, $filters) |
| 423 |
{ |
| 424 |
$filter = static::filterParser($filters); |
| 425 |
$query->where(function ($dateQuery) use ($filter) { |
| 426 |
|
| 427 |
if ($filter['operator'] == 'BETWEEN') { |
| 428 |
$dateQuery->whereBetween($filter['property'], $filter['value']); |
| 429 |
} else { |
| 430 |
$dateQuery->where($filter['property'], $filter['operator'], $filter['value']); |
| 431 |
} |
| 432 |
}); |
| 433 |
|
| 434 |
return $query; |
| 435 |
} |
| 436 |
|
| 437 |
/** |
| 438 |
* Relation builder |
| 439 |
* @param $relation |
| 440 |
* @param $query |
| 441 |
* @param $method |
| 442 |
* @param $subMethod |
| 443 |
* @param $subField |
| 444 |
* @param $filter |
| 445 |
* @param false $provider |
| 446 |
* @return ModelQueryBuilder |
| 447 |
*/ |
| 448 |
|
| 449 |
public static function buildRelationFilterQuery($relation, $query, $method, $subMethod, $subField, $filter, $provider = false) |
| 450 |
{ |
| 451 |
if (in_array($filter['operator'], ['in_all', 'not_in_all']) && $filter['value']) { |
| 452 |
foreach ($filter['value'] as $item) { |
| 453 |
$query = static::buildRelationFilterQuery($relation, $query, $method, $subMethod, $subField, ['value' => $item, 'operator' => ''], $provider); |
| 454 |
} |
| 455 |
} else { |
| 456 |
$query = $query->{$method}($relation, function ($relationQuery) use ($subMethod, $subField, $filter, $provider) { |
| 457 |
$relationQuery = $relationQuery->{$subMethod}($subField, $filter['value']); |
| 458 |
|
| 459 |
if ($provider) { |
| 460 |
$relationQuery = $relationQuery->where('provider', $provider); |
| 461 |
} |
| 462 |
|
| 463 |
return $relationQuery; |
| 464 |
}); |
| 465 |
} |
| 466 |
|
| 467 |
return $query; |
| 468 |
} |
| 469 |
|
| 470 |
/** |
| 471 |
* get tickets by advanced filter segment data |
| 472 |
* @param $query |
| 473 |
* @param $filter |
| 474 |
* @return ModelQueryBuilder |
| 475 |
*/ |
| 476 |
|
| 477 |
public function buildPropertiesFilterQuery($query, $filter) |
| 478 |
{ |
| 479 |
if (in_array($filter['property'], ['tags', 'product'])) { |
| 480 |
$subField = $filter['property'] == 'tags' ? 'tag_id' : 'product_id'; |
| 481 |
list($method, $subMethod) = static::parseRelationalFilterQueryMethods($filter); |
| 482 |
$query = static::buildRelationFilterQuery($filter['property'], $query, $method, $subMethod, $subField, $filter); |
| 483 |
} elseif ($filter['property'] == 'waiting_for_reply') { |
| 484 |
if (($filter['value'] == 'yes' && $filter['operator'] == 'in') || ($filter['value'] == 'no' && $filter['operator'] == 'not_in')) { |
| 485 |
$query = $query->where(function ($q) { |
| 486 |
$q->whereColumn('last_agent_response', '<', 'last_customer_response') |
| 487 |
->orWhereNull('last_agent_response') |
| 488 |
->orWhere('status', 'new'); |
| 489 |
}); |
| 490 |
} else { |
| 491 |
$query = $query->where(function ($q) { |
| 492 |
$q->whereColumn('last_customer_response', '<', 'last_agent_response'); |
| 493 |
}); |
| 494 |
} |
| 495 |
} else { |
| 496 |
$method = $filter['operator'] == 'in' ? 'whereIn' : 'whereNotIn'; |
| 497 |
$query = $query->{$method}($filter['property'], (array)$filter['value']); |
| 498 |
} |
| 499 |
return $query; |
| 500 |
} |
| 501 |
|
| 502 |
/** |
| 503 |
* method to search by properties |
| 504 |
* @param $provider |
| 505 |
* @param $query |
| 506 |
* @param $search |
| 507 |
* @param string $operator |
| 508 |
* @return ModelQueryBuilder |
| 509 |
*/ |
| 510 |
public function buildSearchableQuery($provider, $query, $search, $operator = 'LIKE') |
| 511 |
{ |
| 512 |
switch ($provider) { |
| 513 |
case 'customer': |
| 514 |
$fields = (new Customer())->getSearchableFields(); |
| 515 |
break; |
| 516 |
case 'agent': |
| 517 |
$fields = (new Agent())->getSearchableFields(); |
| 518 |
break; |
| 519 |
default: |
| 520 |
$fields = $this->searchable; |
| 521 |
break; |
| 522 |
} |
| 523 |
|
| 524 |
$query->whereHas($provider, function ($query) use ($fields, $search, $operator) { |
| 525 |
$query->where(array_shift($fields), $operator, $search); |
| 526 |
|
| 527 |
$nameArray = explode(' ', $search); |
| 528 |
|
| 529 |
if (count($nameArray) >= 2) { |
| 530 |
$query->orWhere(function ($q) use ($nameArray, $operator) { |
| 531 |
$firstName = array_shift($nameArray); |
| 532 |
$lastName = implode(' ', $nameArray); |
| 533 |
|
| 534 |
$q->where('first_name', $operator, $firstName); |
| 535 |
$q->where('last_name', $operator, $lastName); |
| 536 |
}); |
| 537 |
} |
| 538 |
|
| 539 |
foreach ($fields as $field) { |
| 540 |
$query->orWhere($field, $operator, $search); |
| 541 |
} |
| 542 |
}); |
| 543 |
|
| 544 |
return $query; |
| 545 |
} |
| 546 |
|
| 547 |
/** |
| 548 |
* Filter by ticket general properties like customer name, agent name etc |
| 549 |
* @param $provider |
| 550 |
* @param $query |
| 551 |
* @param $filters |
| 552 |
* @return ModelQueryBuilder |
| 553 |
*/ |
| 554 |
public function filterTicketByUser($provider, $query, $filters) |
| 555 |
{ |
| 556 |
foreach ($filters as $filter) { |
| 557 |
if ($filter['operator'] == 'in' || $filter['operator'] == 'not_in') { |
| 558 |
$method = $filter['operator'] == 'in' ? 'whereIn' : 'whereNotIn'; |
| 559 |
$query = $query->whereHas($provider, function ($q) use ($method, $filter) { |
| 560 |
$q->{$method}($filter['property'], $filter['value']); |
| 561 |
}); |
| 562 |
} |
| 563 |
|
| 564 |
if ($filter['operator'] == 'contains' || $filter['operator'] == 'not_contains') { |
| 565 |
$operator = $filter['operator'] == 'contains' ? 'LIKE' : 'NOT LIKE'; |
| 566 |
$query->whereHas($provider, function ($q) use ($operator, $filter) { |
| 567 |
$q->where($filter['property'], $operator, '%' . $filter['value'] . '%'); |
| 568 |
}); |
| 569 |
} |
| 570 |
|
| 571 |
if ($filter['operator'] == '=' || $filter['operator'] == '!=') { |
| 572 |
$operator = $filter['operator']; |
| 573 |
$query->whereHas($provider, function ($q) use ($operator, $filter) { |
| 574 |
$q->where($filter['property'], $operator, $filter['value']); |
| 575 |
}); |
| 576 |
} |
| 577 |
} |
| 578 |
return $query; |
| 579 |
} |
| 580 |
|
| 581 |
/** |
| 582 |
* One2Many: Customer has to many Click Tickets |
| 583 |
* @return Model Collection |
| 584 |
*/ |
| 585 |
public function responses() |
| 586 |
{ |
| 587 |
$class = __NAMESPACE__ . '\Conversation'; |
| 588 |
|
| 589 |
return $this->hasMany( |
| 590 |
$class, 'ticket_id', 'id' |
| 591 |
)->with('person', 'attachments', 'ccinfo') |
| 592 |
->latest('id'); |
| 593 |
} |
| 594 |
|
| 595 |
public function preview_response() |
| 596 |
{ |
| 597 |
$class = __NAMESPACE__ . '\Conversation'; |
| 598 |
|
| 599 |
return $this->hasOne( |
| 600 |
$class, 'ticket_id', 'id' |
| 601 |
); |
| 602 |
} |
| 603 |
|
| 604 |
public function tags() |
| 605 |
{ |
| 606 |
$class = __NAMESPACE__ . '\TicketTag'; |
| 607 |
|
| 608 |
return $this->belongsToMany( |
| 609 |
$class, 'fs_tag_pivot', 'source_id', 'tag_id' |
| 610 |
)->wherePivot('source_type', 'ticket_tag'); |
| 611 |
} |
| 612 |
|
| 613 |
public function watchers() |
| 614 |
{ |
| 615 |
$class = __NAMESPACE__ . '\TagPivot'; |
| 616 |
|
| 617 |
return $this->hasMany($class, 'source_id', 'id') |
| 618 |
->where('source_type', 'ticket_watcher') |
| 619 |
->select(['tag_id']); |
| 620 |
} |
| 621 |
|
| 622 |
/** |
| 623 |
* One2one: Customer has to many Click Tickets |
| 624 |
* @return Model Collection |
| 625 |
*/ |
| 626 |
public function customer() |
| 627 |
{ |
| 628 |
$class = __NAMESPACE__ . '\Customer'; |
| 629 |
|
| 630 |
return $this->belongsTo( |
| 631 |
$class, 'customer_id', 'id' |
| 632 |
); |
| 633 |
} |
| 634 |
|
| 635 |
/** |
| 636 |
* One2one: Customer has to many Click Tickets |
| 637 |
* @return Model Collection |
| 638 |
*/ |
| 639 |
public function agent() |
| 640 |
{ |
| 641 |
$class = __NAMESPACE__ . '\Agent'; |
| 642 |
|
| 643 |
return $this->belongsTo( |
| 644 |
$class, 'agent_id', 'id' |
| 645 |
); |
| 646 |
} |
| 647 |
|
| 648 |
public function closed_by_person() |
| 649 |
{ |
| 650 |
$class = __NAMESPACE__ . '\Person'; |
| 651 |
|
| 652 |
return $this->belongsTo( |
| 653 |
$class, 'closed_by', 'id' |
| 654 |
); |
| 655 |
} |
| 656 |
|
| 657 |
public function product() |
| 658 |
{ |
| 659 |
$class = __NAMESPACE__ . '\Product'; |
| 660 |
|
| 661 |
return $this->belongsTo( |
| 662 |
$class, 'product_id', 'id' |
| 663 |
); |
| 664 |
} |
| 665 |
|
| 666 |
public function mailbox() |
| 667 |
{ |
| 668 |
$class = __NAMESPACE__ . '\MailBox'; |
| 669 |
|
| 670 |
return $this->belongsTo( |
| 671 |
$class, 'mailbox_id', 'id' |
| 672 |
); |
| 673 |
} |
| 674 |
|
| 675 |
|
| 676 |
public function deleteTicket() |
| 677 |
{ |
| 678 |
/* |
| 679 |
* Action on ticket deleting |
| 680 |
* |
| 681 |
* @since v1.0.0 |
| 682 |
* @param object $ticket |
| 683 |
*/ |
| 684 |
do_action('fluent_support/deleting_ticket', $this); |
| 685 |
// Delete the ticket |
| 686 |
$this->delete(); |
| 687 |
} |
| 688 |
|
| 689 |
public static function slugify($title) |
| 690 |
{ |
| 691 |
$slug = sanitize_title($title, 'support-ticket-' . time(), 'display'); |
| 692 |
if (Ticket::where('slug', $slug)->first()) { |
| 693 |
$slug .= '-' . time(); |
| 694 |
} |
| 695 |
return $slug; |
| 696 |
} |
| 697 |
|
| 698 |
public function hasTag($tagId) |
| 699 |
{ |
| 700 |
$tags = $this->tags; |
| 701 |
foreach ($tags as $tag) { |
| 702 |
if ($tag->id == $tagId) { |
| 703 |
return true; |
| 704 |
} |
| 705 |
} |
| 706 |
|
| 707 |
return false; |
| 708 |
} |
| 709 |
|
| 710 |
public function attachments() |
| 711 |
{ |
| 712 |
$class = __NAMESPACE__ . '\Attachment'; |
| 713 |
return $this->hasMany($class, 'ticket_id', 'id')->where('conversation_id', NULL); |
| 714 |
} |
| 715 |
|
| 716 |
public function customData($scope = 'admin', $rendered = false) |
| 717 |
{ |
| 718 |
if (!defined('FLUENTSUPPORTPRO')) { |
| 719 |
return []; |
| 720 |
} |
| 721 |
|
| 722 |
$fields = \FluentSupportPro\App\Services\CustomFieldsService::getFieldLabels($scope); |
| 723 |
|
| 724 |
if (!$fields) { |
| 725 |
return []; |
| 726 |
} |
| 727 |
|
| 728 |
$keys = array_keys($fields); |
| 729 |
|
| 730 |
$customRows = Meta::where('object_type', 'ticket_meta')->where('object_id', $this->id) |
| 731 |
->whereIn('key', $keys) |
| 732 |
->get(); |
| 733 |
|
| 734 |
if (!$customRows) { |
| 735 |
return []; |
| 736 |
} |
| 737 |
|
| 738 |
$formattedData = []; |
| 739 |
|
| 740 |
$customRenderers = \FluentSupportPro\App\Services\CustomFieldsService::getCustomerRenderers(); |
| 741 |
|
| 742 |
foreach ($customRows as $row) { |
| 743 |
$dataKey = $row->key; |
| 744 |
|
| 745 |
$value = $row->value; |
| 746 |
|
| 747 |
$fieldType = $fields[$dataKey]['type']; |
| 748 |
|
| 749 |
if ($value) { |
| 750 |
if (in_array($fieldType, $customRenderers) && $rendered) { |
| 751 |
$value = apply_filters('fluent_support/custom_field_render_' . $fieldType, $value, $scope); |
| 752 |
} else if ($fieldType == 'checkbox') { |
| 753 |
$value = array_values(array_filter(explode('|', $value))); |
| 754 |
} |
| 755 |
|
| 756 |
if (!is_array($value) && !is_object($value)) { |
| 757 |
$formattedData[$dataKey] = links_add_target(make_clickable($value)); |
| 758 |
} else { |
| 759 |
$formattedData[$dataKey] = $value; |
| 760 |
} |
| 761 |
} |
| 762 |
} |
| 763 |
|
| 764 |
return $formattedData; |
| 765 |
} |
| 766 |
|
| 767 |
/** |
| 768 |
* @param $data This is the data that will be saved to the ticket_meta for custom fields |
| 769 |
* @return bool |
| 770 |
*/ |
| 771 |
public function syncCustomFields($data) |
| 772 |
{ |
| 773 |
if (!is_array($data)) { |
| 774 |
return false; |
| 775 |
} |
| 776 |
|
| 777 |
$fields = apply_filters('fluent_support/ticket_custom_fields', []); |
| 778 |
|
| 779 |
if (!$fields) { |
| 780 |
return false; |
| 781 |
} |
| 782 |
|
| 783 |
$keys = array_keys($fields); |
| 784 |
|
| 785 |
$validData = Arr::only($data, $keys); |
| 786 |
|
| 787 |
foreach ($validData as $dataKey => $validDatum) { |
| 788 |
if (empty($validDatum)) { |
| 789 |
Meta::where('object_type', 'ticket_meta') |
| 790 |
->where('object_id', $this->id) |
| 791 |
->where('key', $dataKey) |
| 792 |
->delete(); |
| 793 |
continue; |
| 794 |
} |
| 795 |
|
| 796 |
if ($fields[$dataKey]['type'] == 'checkbox' || is_array($validDatum)) { |
| 797 |
$validDatum = implode('|', $validDatum); |
| 798 |
$validDatum = '|' . $validDatum . '|'; |
| 799 |
} |
| 800 |
|
| 801 |
$exist = Meta::where('object_type', 'ticket_meta') |
| 802 |
->where('object_id', $this->id) |
| 803 |
->where('key', $dataKey) |
| 804 |
->first(); |
| 805 |
|
| 806 |
if ($exist) { |
| 807 |
$exist->value = $validDatum; |
| 808 |
$exist->save(); |
| 809 |
} else { |
| 810 |
Meta::insert([ |
| 811 |
'object_type' => 'ticket_meta', |
| 812 |
'object_id' => $this->id, |
| 813 |
'key' => $dataKey, |
| 814 |
'value' => $validDatum |
| 815 |
]); |
| 816 |
} |
| 817 |
} |
| 818 |
|
| 819 |
return true; |
| 820 |
} |
| 821 |
|
| 822 |
public function getLastAgentResponse() |
| 823 |
{ |
| 824 |
$query = \FluentSupport\App\App::db()->table('fs_conversations') |
| 825 |
->select(['fs_conversations.*']) |
| 826 |
->where('fs_conversations.conversation_type', 'response') |
| 827 |
->where('fs_conversations.ticket_id', $this->id) |
| 828 |
->where('fs_persons.person_type', '=', 'agent') |
| 829 |
->join('fs_persons', 'fs_persons.id', '=', 'fs_conversations.person_id') |
| 830 |
->orderBy('fs_conversations.id', 'DESC'); |
| 831 |
|
| 832 |
return $query->first(); |
| 833 |
} |
| 834 |
|
| 835 |
public function getLastResponse() |
| 836 |
{ |
| 837 |
return \FluentSupport\App\App::db()->table('fs_conversations') |
| 838 |
->where('ticket_id', $this->id) |
| 839 |
->where('conversation_type', 'response') |
| 840 |
->latest('id') |
| 841 |
->first(); |
| 842 |
} |
| 843 |
|
| 844 |
/** |
| 845 |
* This method will assign tags to the ticket |
| 846 |
* @param $tagIds This is the array of tag ids that will be assigned to the ticket |
| 847 |
* @return \FluentSupport\App\Models\Ticket |
| 848 |
*/ |
| 849 |
public function applyTags($tagIds) |
| 850 |
{ |
| 851 |
$result = false; |
| 852 |
|
| 853 |
if (!is_array($tagIds)) { |
| 854 |
$tagIds = array($tagIds); |
| 855 |
} |
| 856 |
|
| 857 |
foreach ($tagIds as $tagId) { |
| 858 |
if (!$this->hasTag($tagId)) { |
| 859 |
$this->tags()->attach($tagId, ['source_type' => 'ticket_tag']); |
| 860 |
$result = true; |
| 861 |
|
| 862 |
/* |
| 863 |
* Action while tag added to ticket |
| 864 |
* |
| 865 |
* @since v1.0.0 |
| 866 |
* @param integer $tagId |
| 867 |
* @param object $ticket |
| 868 |
*/ |
| 869 |
do_action('fluent_support/ticket_tag_added', $tagId, $this); |
| 870 |
} |
| 871 |
} |
| 872 |
return $result; |
| 873 |
} |
| 874 |
|
| 875 |
/** |
| 876 |
* This method will remove tags from ticket |
| 877 |
* @param $tagIds This is the array of tag ids that will be removed from the ticket |
| 878 |
* @return \FluentSupport\App\Models\Ticket |
| 879 |
*/ |
| 880 |
public function detachTags($tagIds) |
| 881 |
{ |
| 882 |
$result = false; |
| 883 |
|
| 884 |
if (!is_array($tagIds)) { |
| 885 |
$tagIds = array($tagIds); |
| 886 |
} |
| 887 |
|
| 888 |
foreach ($tagIds as $tagId) { |
| 889 |
if ($this->hasTag($tagId)) { |
| 890 |
$this->tags()->detach($tagId); |
| 891 |
|
| 892 |
/* |
| 893 |
* Action while tag removed from ticket |
| 894 |
* |
| 895 |
* @since v1.0.0 |
| 896 |
* @param integer $tagId |
| 897 |
* @param object $ticket |
| 898 |
*/ |
| 899 |
do_action('fluent_support/ticket_tag_removed', $tagId, $this); |
| 900 |
$result = true; |
| 901 |
} |
| 902 |
} |
| 903 |
return $result; |
| 904 |
} |
| 905 |
|
| 906 |
/** |
| 907 |
* This `createTicket` method will create a new ticket and it will also create a new customer or |
| 908 |
* a customer with WP profile if given. |
| 909 |
* @param array $ticketData |
| 910 |
* @param array $maybeNewCustomer |
| 911 |
* @return $this | \WP_Error |
| 912 |
*/ |
| 913 |
|
| 914 |
public function createTicket($ticketData, $maybeNewCustomer = false) |
| 915 |
{ |
| 916 |
$ticketData = $this->maybeCreateNewCustomer($ticketData, $maybeNewCustomer); |
| 917 |
|
| 918 |
if (!$ticketData) { |
| 919 |
return new \WP_Error('error', 'Ticket could not be created'); |
| 920 |
} |
| 921 |
|
| 922 |
$customer = Customer::findOrFail($ticketData['customer_id']); |
| 923 |
$ticketData = $this->buildTicketData($ticketData, $customer); |
| 924 |
$disabledFields = apply_filters('fluent_support/disabled_ticket_fields', []); |
| 925 |
|
| 926 |
return $this->storeTicket($ticketData, $customer, $disabledFields); |
| 927 |
} |
| 928 |
|
| 929 |
// This is a supporting method for createTicket method |
| 930 |
// it will create ticket data array for ticket creation |
| 931 |
private function buildTicketData($ticketData, $customer) |
| 932 |
{ |
| 933 |
if (empty($ticketData['mailbox_id'])) { |
| 934 |
$mailbox = Helper::getDefaultMailBox(); |
| 935 |
$ticketData['mailbox_id'] = $mailbox->id; |
| 936 |
} else { |
| 937 |
$mailbox = MailBox::findOrFail($ticketData['mailbox_id']); // just for validation |
| 938 |
} |
| 939 |
|
| 940 |
if (!empty($ticketData['product_id'])) { |
| 941 |
$ticketData['product_source'] = 'local'; |
| 942 |
} |
| 943 |
|
| 944 |
$ticketData['title'] = sanitize_text_field(wp_unslash($ticketData['title'])); |
| 945 |
|
| 946 |
$ticketData['content'] = wp_specialchars_decode(wp_unslash(wp_kses_post($ticketData['content']))); |
| 947 |
|
| 948 |
if (!empty($ticketData['priority'])) { |
| 949 |
$ticketData['priority'] = sanitize_text_field($ticketData['priority']); |
| 950 |
} |
| 951 |
|
| 952 |
if (!empty($ticketData['client_priority'])) { |
| 953 |
$ticketData['client_priority'] = sanitize_text_field($ticketData['client_priority']); |
| 954 |
} |
| 955 |
|
| 956 |
/* |
| 957 |
* Filter ticket data |
| 958 |
* |
| 959 |
* @since v1.0.0 |
| 960 |
* @param array $ticketData |
| 961 |
* @param object $customer |
| 962 |
*/ |
| 963 |
$ticketData = apply_filters('fluent_support/create_ticket_data', $ticketData, $customer); |
| 964 |
|
| 965 |
return $ticketData; |
| 966 |
} |
| 967 |
|
| 968 |
// This is a supporting method for createTicket method |
| 969 |
// it will store the ticket and return the ticket object |
| 970 |
private function storeTicket($ticketData, $customer, $disabledFields) |
| 971 |
{ |
| 972 |
/* |
| 973 |
* Action before ticket create |
| 974 |
* |
| 975 |
* @since v1.0.0 |
| 976 |
* @param array $ticketData |
| 977 |
* @param object $customer |
| 978 |
*/ |
| 979 |
do_action('fluent_support/before_ticket_create', $ticketData, $customer); |
| 980 |
|
| 981 |
$createdTicket = Ticket::create($ticketData); |
| 982 |
|
| 983 |
TicketService::addTicketAttachments($ticketData, $disabledFields, $createdTicket, $customer); |
| 984 |
|
| 985 |
if (defined('FLUENTSUPPORTPRO') && !empty($ticketData['custom_fields'])) { |
| 986 |
$createdTicket->syncCustomFields($ticketData['custom_fields']); |
| 987 |
} |
| 988 |
|
| 989 |
/* |
| 990 |
* Action on ticket create |
| 991 |
* |
| 992 |
* @since v1.0.0 |
| 993 |
* @param object $createdTicket |
| 994 |
* @param object $customer |
| 995 |
*/ |
| 996 |
do_action('fluent_support/ticket_created', $createdTicket, $customer); |
| 997 |
do_action('fluent_support/ticket_created_behalf_of_customer', $createdTicket, $customer, Helper::getAgentByUserId()); |
| 998 |
return $createdTicket; |
| 999 |
} |
| 1000 |
|
| 1001 |
// This is a supporting method for createTicket method |
| 1002 |
// it will create a new customer or a customer with WP profile if given |
| 1003 |
// and after creating a new user it will store customer_id |
| 1004 |
// inside $ticketData array as we only need customer_id to create ticket |
| 1005 |
private function maybeCreateNewCustomer($ticketData, $maybeNewCustomer) |
| 1006 |
{ |
| 1007 |
if (!empty($ticketData['customer_id'])) { |
| 1008 |
return $ticketData; |
| 1009 |
} |
| 1010 |
|
| 1011 |
$createdUserId = false; |
| 1012 |
|
| 1013 |
if (Arr::get($ticketData, 'create_wp_user') == 'yes' && !empty($maybeNewCustomer['username'])) { |
| 1014 |
// Check if username already in use, if not create a wp new user |
| 1015 |
if (!username_exists($maybeNewCustomer['username'])) { |
| 1016 |
$authController = new AuthController(); |
| 1017 |
$createdUserId = $authController->createUser($maybeNewCustomer); |
| 1018 |
$authController->maybeUpdateUser($createdUserId, $maybeNewCustomer); |
| 1019 |
} |
| 1020 |
} |
| 1021 |
|
| 1022 |
$email = Arr::get($maybeNewCustomer, 'email'); |
| 1023 |
if (!$email || !is_email($email)) { |
| 1024 |
return false; |
| 1025 |
} |
| 1026 |
|
| 1027 |
$existingCustomer = Customer::where('email', $email)->first(); |
| 1028 |
|
| 1029 |
if ($existingCustomer) { |
| 1030 |
$ticketData['customer_id'] = $existingCustomer->id; |
| 1031 |
return $ticketData; |
| 1032 |
} |
| 1033 |
|
| 1034 |
// create the customer now |
| 1035 |
$customerData = Arr::only($maybeNewCustomer, (new Customer())->getFillable()); |
| 1036 |
$customerData['user_id'] = $createdUserId; |
| 1037 |
|
| 1038 |
$customerData = array_filter($customerData); |
| 1039 |
|
| 1040 |
$createCustomer = Customer::create($customerData); |
| 1041 |
|
| 1042 |
do_action('fluent_support/customer_created', $createCustomer); |
| 1043 |
|
| 1044 |
if (!$createCustomer) { |
| 1045 |
return false; |
| 1046 |
} |
| 1047 |
|
| 1048 |
$ticketData['customer_id'] = $createCustomer->id; |
| 1049 |
return $ticketData; |
| 1050 |
} |
| 1051 |
|
| 1052 |
|
| 1053 |
/** |
| 1054 |
* This `getTicket` will load a ticket with all its data |
| 1055 |
* @param array $ticketWith |
| 1056 |
* @param bool $withCrmData |
| 1057 |
* @param int $ticketId |
| 1058 |
* @return array |
| 1059 |
* @throws Exception |
| 1060 |
*/ |
| 1061 |
public function getTicket($ticketWith, $withCrmData, $ticketId) |
| 1062 |
{ |
| 1063 |
$agent = Helper::getAgentByUserId(); |
| 1064 |
$restrictedBusinessBoxes = PermissionManager::currentUserRestrictedBusinessBoxes(); |
| 1065 |
|
| 1066 |
$ticket = self::with($ticketWith)->findOrFail($ticketId); |
| 1067 |
|
| 1068 |
if (in_array($ticket->mailbox_id, $restrictedBusinessBoxes)) { |
| 1069 |
throw new \Exception('Ticket cannot be fetched due to restricted mailbox'); |
| 1070 |
} |
| 1071 |
|
| 1072 |
$customFieldsKey = apply_filters('fluent_support/custom_registration_form_fields_key', Helper::getBusinessSettings('custom_registration_form_field')); |
| 1073 |
$ticket->customer->custom_field_keys = $customFieldsKey; |
| 1074 |
|
| 1075 |
if ($ticket->customer->user_id) { |
| 1076 |
$customFieldKeysUsingHook = apply_filters('fluent_support/custom_registration_form_fields_key', []); |
| 1077 |
|
| 1078 |
foreach ($customFieldKeysUsingHook as $key) { |
| 1079 |
$userMeta = get_user_meta($ticket->customer->user_id,$key, true); |
| 1080 |
if($userMeta) { |
| 1081 |
$ticket->customer->$key = $userMeta; |
| 1082 |
} |
| 1083 |
} |
| 1084 |
} |
| 1085 |
|
| 1086 |
if (defined('FLUENTSUPPORTPRO_PLUGIN_VERSION') && Helper::isAgentFeedbackEnabled()) { |
| 1087 |
foreach ($ticket->responses as $response) { |
| 1088 |
$agentFeedback = Meta::where('object_id', $response->id) |
| 1089 |
->where('object_type', 'conversation_meta') |
| 1090 |
->where('key', 'agent_feedback_ratings') |
| 1091 |
->first(); |
| 1092 |
|
| 1093 |
if ($agentFeedback) { |
| 1094 |
$response->agent_feedback = $agentFeedback->value; |
| 1095 |
} |
| 1096 |
} |
| 1097 |
} |
| 1098 |
|
| 1099 |
$ticket->customer->profile_edit_url = $this->getCustomerProfileUrl($ticket->customer); //Get and set customer profile url |
| 1100 |
$this->checkAgentPermission($ticket); // Check Agent Permission |
| 1101 |
$this->checkIfClosedTicket($ticket); // Check if ticket is closed, if closed then load ticket with closed data |
| 1102 |
|
| 1103 |
return $this->getTicketAdditionalData($agent, $ticket->responses, $ticket, $withCrmData); |
| 1104 |
} |
| 1105 |
|
| 1106 |
// This checkIfClosedTicket method will validate if ticket is closed, if closed then load ticket with closed data |
| 1107 |
private function checkIfClosedTicket($ticket) |
| 1108 |
{ |
| 1109 |
if ($ticket->status == 'closed') { |
| 1110 |
$ticket->load('closed_by_person'); |
| 1111 |
} |
| 1112 |
} |
| 1113 |
|
| 1114 |
// This getCustomerProfileUrl method will return customer profile url |
| 1115 |
private function getCustomerProfileUrl($customer) |
| 1116 |
{ |
| 1117 |
return $customer->getUserProfileEditUrl(); |
| 1118 |
} |
| 1119 |
|
| 1120 |
// This getTicketAdditionalData method will load ticket with additional data |
| 1121 |
private function getTicketAdditionalData($agent, $responses, $ticket, $isCrmProfileRequested = false) |
| 1122 |
{ |
| 1123 |
foreach ($responses as $response) { |
| 1124 |
$response->content = links_add_target(make_clickable(wpautop($response->content, false))); |
| 1125 |
if (!empty($response->ccinfo)) { |
| 1126 |
$val = Helper::safeUnserialize($response->ccinfo->value); |
| 1127 |
if(isset($val['cc_email']) && !empty($val['cc_email'])){ |
| 1128 |
$response->cc_info = $val['cc_email']; |
| 1129 |
} else { |
| 1130 |
$response->cc_info = ''; |
| 1131 |
} |
| 1132 |
} else { |
| 1133 |
$response->cc_info = ''; |
| 1134 |
} |
| 1135 |
} |
| 1136 |
|
| 1137 |
$ticket->content = links_add_target(make_clickable(wpautop($ticket->content, false))); |
| 1138 |
|
| 1139 |
//Get last activity by agent |
| 1140 |
$ticket->live_activity = TicketHelper::getActivity($ticket->id, $agent->id); |
| 1141 |
//Get all carbon copy customer |
| 1142 |
$ccInfo = $ticket->getSettingsValue('cc_email', []); |
| 1143 |
|
| 1144 |
$ticket->carbon_copy = !empty($ccInfo) ? implode(', ', $ccInfo) : ''; |
| 1145 |
|
| 1146 |
if (defined('FLUENTSUPPORTPRO')) { |
| 1147 |
$ticket->custom_fields = $ticket->customData('admin', true); |
| 1148 |
} |
| 1149 |
|
| 1150 |
$data = [ |
| 1151 |
'ticket' => $ticket, |
| 1152 |
'responses' => $responses, |
| 1153 |
'agent_id' => $agent->id |
| 1154 |
]; |
| 1155 |
|
| 1156 |
if (defined('FLUENTSUPPORTPRO') && $ticket->watchers) { |
| 1157 |
$data['watchers'] = TicketHelper::getWatchers($ticket->watchers); |
| 1158 |
} |
| 1159 |
|
| 1160 |
if (defined('FLUENTCRM') && $isCrmProfileRequested) { |
| 1161 |
$data['fluentcrm_profile'] = Helper::getFluentCrmContactData($ticket->customer); |
| 1162 |
} |
| 1163 |
|
| 1164 |
return $data; |
| 1165 |
|
| 1166 |
} |
| 1167 |
|
| 1168 |
|
| 1169 |
/** |
| 1170 |
* This `createResponse` will create a response for a ticket |
| 1171 |
* @param array $data |
| 1172 |
* @param int $ticketId |
| 1173 |
* @return array |
| 1174 |
* @throws Exception |
| 1175 |
*/ |
| 1176 |
public function createResponse($data, $ticketId) |
| 1177 |
{ |
| 1178 |
$agent = Helper::getAgentByUserId(get_current_user_id()); |
| 1179 |
$this->checkIfValidAgent($agent); |
| 1180 |
|
| 1181 |
$ticket = static::findOrFail($ticketId); |
| 1182 |
$this->checkAgentPermission($ticket); |
| 1183 |
|
| 1184 |
$responseData = (new ResponseService())->createResponse($data, $agent, $ticket); |
| 1185 |
|
| 1186 |
$responseData['response']->content = wp_specialchars_decode(wpautop($responseData['response']->content, false)); |
| 1187 |
|
| 1188 |
return [ |
| 1189 |
'message' => __('Response has been added', 'fluent-support'), |
| 1190 |
'response' => $responseData['response'], |
| 1191 |
'ticket' => $responseData['ticket'], |
| 1192 |
'update_data' => $responseData['update_data'] |
| 1193 |
]; |
| 1194 |
} |
| 1195 |
|
| 1196 |
public function addOrUpdatDraft($data, $ticketId) |
| 1197 |
{ |
| 1198 |
$agent = Helper::getAgentByUserId(get_current_user_id()); |
| 1199 |
$this->checkIfValidAgent($agent); |
| 1200 |
|
| 1201 |
$ticket = static::findOrFail($ticketId); |
| 1202 |
$this->checkAgentPermission($ticket); |
| 1203 |
$key = 'ticket_no_' . $ticketId . '_agent_id_' . $agent->id . '_response_draft'; |
| 1204 |
|
| 1205 |
$previousDraft = Meta::where('key', $key)->first(); |
| 1206 |
|
| 1207 |
if ($data['draftID'] || $previousDraft) { |
| 1208 |
return $this->updateDraft($key, $data['draftID'], $data); |
| 1209 |
} |
| 1210 |
|
| 1211 |
$draftID = Meta::insertGetId([ |
| 1212 |
'object_type' => '_fs_auto_draft', |
| 1213 |
'object_id' => $ticketId, |
| 1214 |
'key' => $key, |
| 1215 |
'value' => maybe_serialize($data) |
| 1216 |
]); |
| 1217 |
|
| 1218 |
return [ |
| 1219 |
'message' => __('Draft has been added', 'fluent-support'), |
| 1220 |
'draftID' => $draftID |
| 1221 |
]; |
| 1222 |
|
| 1223 |
} |
| 1224 |
|
| 1225 |
public function updateDraft($key, $draftID, $data) |
| 1226 |
{ |
| 1227 |
Meta::where('key', $key)->update([ |
| 1228 |
'value' => maybe_serialize($data) |
| 1229 |
]); |
| 1230 |
return [ |
| 1231 |
'message' => __('Draft has been updated', 'fluent-support'), |
| 1232 |
'draftID' => $draftID |
| 1233 |
]; |
| 1234 |
} |
| 1235 |
|
| 1236 |
public function fetchDraft($ticketId) |
| 1237 |
{ |
| 1238 |
$agent = Helper::getAgentByUserId(get_current_user_id()); |
| 1239 |
$this->checkIfValidAgent($agent); |
| 1240 |
|
| 1241 |
$ticket = static::findOrFail($ticketId); |
| 1242 |
$this->checkAgentPermission($ticket); |
| 1243 |
$key = 'ticket_no_' . $ticketId . '_agent_id_' . $agent->id . '_response_draft'; |
| 1244 |
|
| 1245 |
$draft = Meta::where([ |
| 1246 |
'object_type' => '_fs_auto_draft', |
| 1247 |
'key' => $key, |
| 1248 |
])->first(); |
| 1249 |
|
| 1250 |
if ($draft) { |
| 1251 |
$draft->value = Helper::safeUnserialize($draft->value); |
| 1252 |
} |
| 1253 |
|
| 1254 |
return [ |
| 1255 |
'draft' => $draft |
| 1256 |
]; |
| 1257 |
} |
| 1258 |
|
| 1259 |
public function removeDraft($draftID) |
| 1260 |
{ |
| 1261 |
Meta::where('id', $draftID)->delete(); |
| 1262 |
|
| 1263 |
return [ |
| 1264 |
'message' => __('Discard draft successfully', 'fluent-support'), |
| 1265 |
]; |
| 1266 |
} |
| 1267 |
|
| 1268 |
// This checkIfValidAgent method will check if agent is valid or not |
| 1269 |
private function checkIfValidAgent($agent) |
| 1270 |
{ |
| 1271 |
if (!$agent) { |
| 1272 |
throw new \Exception('Sorry, You do not have permission. Please add yourself as support agent first'); |
| 1273 |
} else { |
| 1274 |
return true; |
| 1275 |
} |
| 1276 |
} |
| 1277 |
|
| 1278 |
/** |
| 1279 |
* This `closeTicket` will close a ticket by ticket id |
| 1280 |
* @param int $ticketId |
| 1281 |
* @return array |
| 1282 |
* @throws Exception |
| 1283 |
*/ |
| 1284 |
public function closeTicket($ticketId, $closeSilently = false) |
| 1285 |
{ |
| 1286 |
$agent = Helper::getAgentByUserId(get_current_user_id()); |
| 1287 |
|
| 1288 |
$ticket = static::findOrFail($ticketId); |
| 1289 |
$this->checkAgentPermission($ticket); |
| 1290 |
|
| 1291 |
return [ |
| 1292 |
'message' => __('Ticket has been closed', 'fluent-support'), |
| 1293 |
'ticket' => (new TicketService())->close($ticket, $agent, '', $closeSilently) |
| 1294 |
]; |
| 1295 |
} |
| 1296 |
|
| 1297 |
/** |
| 1298 |
* This `reopenTicket` will reopen a ticket by ticket id |
| 1299 |
* @param int $ticketId |
| 1300 |
* @return array |
| 1301 |
* @throws Exception |
| 1302 |
*/ |
| 1303 |
public function reOpenTicket($ticketId) |
| 1304 |
{ |
| 1305 |
$agent = Helper::getAgentByUserId(get_current_user_id()); |
| 1306 |
|
| 1307 |
$ticket = static::findOrFail($ticketId); |
| 1308 |
$this->checkAgentPermission($ticket); |
| 1309 |
|
| 1310 |
|
| 1311 |
return [ |
| 1312 |
'message' => __('Ticket has been opened again', 'fluent-support'), |
| 1313 |
'ticket' => (new TicketService())->reopen($ticket, $agent) |
| 1314 |
]; |
| 1315 |
} |
| 1316 |
|
| 1317 |
|
| 1318 |
/** |
| 1319 |
* This `getTicketWidgets` will load all ticket widgets |
| 1320 |
* @param int $ticketId |
| 1321 |
* @return array |
| 1322 |
* @throws Exception |
| 1323 |
*/ |
| 1324 |
public function getTicketWidgets($ticketId) |
| 1325 |
{ |
| 1326 |
$ticket = static::with('customer')->findOrFail($ticketId); |
| 1327 |
$this->checkAgentPermission($ticket); |
| 1328 |
|
| 1329 |
//Get last 10 tickets of this customer except this |
| 1330 |
/* |
| 1331 |
* Filter ticket limit to show ticket in view ticket page sidebar |
| 1332 |
* @since 1.5.6 |
| 1333 |
* @param int $limit |
| 1334 |
*/ |
| 1335 |
$limit = apply_filters('fluent_support/previous_ticket_widgets_limit', 10); |
| 1336 |
|
| 1337 |
$otherTickets = static::where('id', '!=', $ticketId) |
| 1338 |
->select(['id', 'title', 'status', 'created_at']) |
| 1339 |
->where('customer_id', $ticket->customer_id) |
| 1340 |
->latest('id') |
| 1341 |
->limit($limit) |
| 1342 |
->get(); |
| 1343 |
|
| 1344 |
return [ |
| 1345 |
'other_tickets' => $otherTickets, |
| 1346 |
'extra_widgets' => ProfileInfoService::getProfileExtraWidgets($ticket->customer) |
| 1347 |
]; |
| 1348 |
} |
| 1349 |
|
| 1350 |
/** |
| 1351 |
* This `updateTicketProperty` will update tickets properties |
| 1352 |
* @param string $propName |
| 1353 |
* @param mixed $propValue |
| 1354 |
* @param int $ticketId |
| 1355 |
* @return array |
| 1356 |
* @throws Exception |
| 1357 |
*/ |
| 1358 |
public function updateTicketProperty($propName, $propValue, $ticketId) |
| 1359 |
{ |
| 1360 |
$assigner = Helper::getAgentByUserId(get_current_user_id()); |
| 1361 |
$ticket = static::findOrFail($ticketId); |
| 1362 |
|
| 1363 |
$this->checkAgentPermission($ticket); |
| 1364 |
$propName = sanitize_text_field($propName); |
| 1365 |
$message = sprintf( |
| 1366 |
/* translators: %s: The name of the property that was updated */ |
| 1367 |
__('%s has been updated', 'fluent-support'), |
| 1368 |
esc_html(str_replace('_', ' ', ucwords($propName))) |
| 1369 |
); |
| 1370 |
return [ |
| 1371 |
'message' => $message, |
| 1372 |
'update_data' => $this->handlePropertyUpdate($propName, $propValue, $ticket, $assigner) |
| 1373 |
]; |
| 1374 |
} |
| 1375 |
|
| 1376 |
// This will handle ticket property update |
| 1377 |
private function handlePropertyUpdate($propName, $propValue, $ticket, $assigner) |
| 1378 |
{ |
| 1379 |
$prevValue = $ticket->{$propName}; |
| 1380 |
|
| 1381 |
if ($propName === 'agent_id') { |
| 1382 |
if (!PermissionManager::currentUserCan('fst_assign_agents')) { |
| 1383 |
throw new \Exception('Permission denied to assign agent', 403); |
| 1384 |
} |
| 1385 |
|
| 1386 |
$agent = Agent::findOrFail($propValue); |
| 1387 |
$restrictions = $agent->getMeta('agent_restrictions', []); |
| 1388 |
|
| 1389 |
if (!empty($restrictions['restrictedBusinessBoxes'])) { |
| 1390 |
$mailboxId = (int)$ticket->mailbox_id; |
| 1391 |
|
| 1392 |
if (in_array($mailboxId, $restrictions['restrictedBusinessBoxes'], true)) { |
| 1393 |
throw new \Exception('Agent is restricted for this mailbox ticket', 403); |
| 1394 |
} |
| 1395 |
} |
| 1396 |
} |
| 1397 |
|
| 1398 |
if ($propName && $propValue && $prevValue != $propValue) { |
| 1399 |
$ticket->{$propName} = $propValue; |
| 1400 |
$ticket->save(); |
| 1401 |
} |
| 1402 |
|
| 1403 |
$updateData = []; |
| 1404 |
|
| 1405 |
if ($propName == 'product_id') { |
| 1406 |
$ticket->load('product'); |
| 1407 |
$updateData['product'] = $ticket->product; |
| 1408 |
} else if ($propName == 'agent_id') { |
| 1409 |
$ticket->load('agent'); |
| 1410 |
$updateData['agent'] = $ticket->agent; |
| 1411 |
$updateData['assigner'] = (new TicketService())->onAgentChange($ticket, $assigner); |
| 1412 |
if ($prevValue != $ticket->{$propName}) { |
| 1413 |
do_action('fluent_support/agent_assigned_to_ticket', $ticket->agent, $ticket, $assigner); |
| 1414 |
} |
| 1415 |
} |
| 1416 |
|
| 1417 |
return $updateData; |
| 1418 |
} |
| 1419 |
|
| 1420 |
/** |
| 1421 |
* This `handleBulkActions` will handle bulk actions |
| 1422 |
* @param string $action |
| 1423 |
* @param array $ticketIds |
| 1424 |
* @return array |
| 1425 |
* @throws Exception |
| 1426 |
*/ |
| 1427 |
public function handleBulkActions($action, $ticketIds) |
| 1428 |
{ |
| 1429 |
$hasAllPermission = PermissionManager::currentUserCan('fst_manage_other_tickets'); |
| 1430 |
$agent = Helper::getAgentByUserId(); |
| 1431 |
$query = Ticket::whereIn('id', $ticketIds); |
| 1432 |
|
| 1433 |
if (!$hasAllPermission) { |
| 1434 |
//Filter ticket by agent_id |
| 1435 |
$query->where('agent_id', $agent->id); |
| 1436 |
} |
| 1437 |
|
| 1438 |
return $this->handleAction($action, $query, $agent); |
| 1439 |
} |
| 1440 |
|
| 1441 |
// This will handle ticket bulk action |
| 1442 |
private function handleAction($action, $query, $agent) |
| 1443 |
{ |
| 1444 |
if ($action == 'close_tickets') { |
| 1445 |
return $this->bulkCloseTickets($query->get(), $agent); |
| 1446 |
} else if ($action == 'delete_tickets') { |
| 1447 |
return (new TicketService)->deleteTickets($query->get()); |
| 1448 |
} else if ($action == 'assign_agent') { |
| 1449 |
return $this->bulkAssignAgent($query); |
| 1450 |
} else if ($action == 'assign_tags') { |
| 1451 |
return $this->bulkAssignTag($query->get()); |
| 1452 |
} else { |
| 1453 |
throw new \Exception('Sorry no action found as available'); |
| 1454 |
} |
| 1455 |
} |
| 1456 |
|
| 1457 |
/** |
| 1458 |
* This `bulkCloseTickets` will close all given or selected tickets |
| 1459 |
* @param object $tickets |
| 1460 |
* @param object $agent |
| 1461 |
* @return array |
| 1462 |
*/ |
| 1463 |
public function bulkCloseTickets($tickets, $agent) |
| 1464 |
{ |
| 1465 |
$tickets->each(function ($ticket) use ($agent) { |
| 1466 |
(new TicketService())->close($ticket, $agent); |
| 1467 |
}); |
| 1468 |
|
| 1469 |
// translators: %d represents the number of tickets that have been closed. |
| 1470 |
return [ |
| 1471 |
'message' => sprintf( |
| 1472 |
/* translators: %d represents the number of closed tickets. */ |
| 1473 |
__('%d tickets have been closed.', 'fluent-support'), |
| 1474 |
count($tickets) |
| 1475 |
) |
| 1476 |
]; |
| 1477 |
} |
| 1478 |
|
| 1479 |
/** |
| 1480 |
* This `bulkAssignAgent` will assign all given or selected tickets to given agent |
| 1481 |
* @param object $tickets |
| 1482 |
* @return array |
| 1483 |
*/ |
| 1484 |
public function bulkAssignAgent($query) |
| 1485 |
{ |
| 1486 |
$request = \FluentSupport\App\App::getInstance('request'); |
| 1487 |
|
| 1488 |
if (!$request->has('agent_id')) { |
| 1489 |
throw new \Exception('agent_id param is required'); |
| 1490 |
} |
| 1491 |
|
| 1492 |
$agent = Agent::findOrFail($request->get('agent_id')); |
| 1493 |
|
| 1494 |
$query->where(function ($q) use ($agent) { |
| 1495 |
$q->where('agent_id', '!=', $agent->id) |
| 1496 |
->orWhereNull('agent_id'); |
| 1497 |
}); |
| 1498 |
|
| 1499 |
$tickets = $query->get(); |
| 1500 |
|
| 1501 |
$assignedCount = 0; |
| 1502 |
$skippedCount = 0; |
| 1503 |
|
| 1504 |
$tickets->each(function ($ticket) use ($agent, &$assignedCount, &$skippedCount) { |
| 1505 |
$assigner = Helper::getCurrentAgent(); |
| 1506 |
$restrictions = $agent->getMeta('agent_restrictions', []); |
| 1507 |
|
| 1508 |
// Skip ticket if mailbox is restricted for the agent |
| 1509 |
if (!empty($restrictions) && in_array($ticket->mailbox_id, $restrictions['restrictedBusinessBoxes'])) { |
| 1510 |
$skippedCount++; |
| 1511 |
return; |
| 1512 |
} |
| 1513 |
|
| 1514 |
$ticket->agent_id = $agent->id; |
| 1515 |
$ticket->save(); |
| 1516 |
$assignedCount++; |
| 1517 |
|
| 1518 |
do_action('fluent_support/agent_assigned_to_ticket', $agent, $ticket, $assigner); |
| 1519 |
}); |
| 1520 |
|
| 1521 |
// translators: %1$d is the number of assigned tickets, %2$s is the agent's full name. |
| 1522 |
$assignedMessage = sprintf( |
| 1523 |
/* translators: %1$d is the number of tickets assigned, %2$s is the agent's name. */ |
| 1524 |
__('%1$d tickets have been assigned to %2$s.', 'fluent-support'), |
| 1525 |
$assignedCount, |
| 1526 |
$agent->full_name |
| 1527 |
); |
| 1528 |
|
| 1529 |
// translators: %1$d is the number of skipped tickets. |
| 1530 |
$skippedMessage = $skippedCount > 0 |
| 1531 |
? sprintf( |
| 1532 |
/* translators: %1$d is the number of skipped tickets due to mailbox restrictions. */ |
| 1533 |
__('%1$d tickets were skipped due to mailbox restrictions or already being assigned.', 'fluent-support'), |
| 1534 |
$skippedCount |
| 1535 |
) |
| 1536 |
: ""; |
| 1537 |
|
| 1538 |
return [ |
| 1539 |
'message' => trim($assignedMessage . ' ' . $skippedMessage) |
| 1540 |
]; |
| 1541 |
} |
| 1542 |
|
| 1543 |
|
| 1544 |
|
| 1545 |
/** |
| 1546 |
* This `bulkAssignTag` will assign all given or selected tickets to given tag |
| 1547 |
* @param object $tickets |
| 1548 |
* @return array |
| 1549 |
*/ |
| 1550 |
public function bulkAssignTag($query) |
| 1551 |
{ |
| 1552 |
$request = \FluentSupport\App\App::getInstance('request'); |
| 1553 |
|
| 1554 |
if (!$request->has('tag_ids')) { |
| 1555 |
throw new \Exception('tag_ids param is required'); |
| 1556 |
} |
| 1557 |
|
| 1558 |
$tags = array_filter(array_map('absint', $request->get('tag_ids', []))); |
| 1559 |
|
| 1560 |
$query->each(function ($ticket) use ($tags) { |
| 1561 |
$ticket->applyTags($tags); |
| 1562 |
}); |
| 1563 |
|
| 1564 |
return [ |
| 1565 |
'message' => __('Selected tags has been added to tickets', 'fluent-support') |
| 1566 |
]; |
| 1567 |
} |
| 1568 |
|
| 1569 |
// This checkAgentPermission method will validate if agent has permission to view ticket |
| 1570 |
private function checkAgentPermission($ticket) |
| 1571 |
{ |
| 1572 |
if (!PermissionManager::hasTicketPermission($ticket)) { |
| 1573 |
throw new \Exception('Sorry, You do not have permission to this ticket'); |
| 1574 |
} |
| 1575 |
} |
| 1576 |
|
| 1577 |
public static function countTicketByMailBoxId($mailbox_id) |
| 1578 |
{ |
| 1579 |
return self::where('mailbox_id', $mailbox_id)->count(); |
| 1580 |
} |
| 1581 |
|
| 1582 |
public static function syncMailBoxId($mailbox_id, $fallback_id) |
| 1583 |
{ |
| 1584 |
return self::where('mailbox_id', $mailbox_id) |
| 1585 |
->update([ |
| 1586 |
'mailbox_id' => $fallback_id |
| 1587 |
]); |
| 1588 |
} |
| 1589 |
|
| 1590 |
public static function getTicketsQuery() |
| 1591 |
{ |
| 1592 |
return self::with([ |
| 1593 |
'customer' => function ($query) { |
| 1594 |
$query->select(['first_name', 'last_name', 'email', 'id', 'avatar']); |
| 1595 |
}, 'agent' => function ($query) { |
| 1596 |
$query->select(['first_name', 'last_name', 'id']); |
| 1597 |
}, |
| 1598 |
'product', |
| 1599 |
'tags', |
| 1600 |
'preview_response' => function ($query) { |
| 1601 |
$query->latest('id'); |
| 1602 |
} |
| 1603 |
]); |
| 1604 |
} |
| 1605 |
|
| 1606 |
public function getSettingsValue($valueKey = false, $default = false) |
| 1607 |
{ |
| 1608 |
$exist = Meta::where('object_type', 'ticket') |
| 1609 |
->where('key', 'settings') |
| 1610 |
->where('object_id', $this->id) |
| 1611 |
->first(); |
| 1612 |
|
| 1613 |
if ($exist) { |
| 1614 |
$value = Helper::safeUnserialize($exist->value); |
| 1615 |
if ($valueKey) { |
| 1616 |
if (!is_array($value)) { |
| 1617 |
return $default; |
| 1618 |
} |
| 1619 |
return Arr::get($value, $valueKey, $default); |
| 1620 |
} |
| 1621 |
return $value; |
| 1622 |
} |
| 1623 |
|
| 1624 |
return $default; |
| 1625 |
} |
| 1626 |
|
| 1627 |
public function updateSettingsValue($valueKey, $value) |
| 1628 |
{ |
| 1629 |
$exist = Meta::where('object_type', 'ticket') |
| 1630 |
->where('key', 'settings') |
| 1631 |
->where('object_id', $this->id) |
| 1632 |
->first(); |
| 1633 |
|
| 1634 |
if ($exist) { |
| 1635 |
$existingValue = Helper::safeUnserialize($exist->value); |
| 1636 |
|
| 1637 |
if (!is_array($existingValue)) { |
| 1638 |
$existingValue = []; |
| 1639 |
} |
| 1640 |
|
| 1641 |
$existingValue[$valueKey] = $value; |
| 1642 |
|
| 1643 |
$exist->value = maybe_serialize($existingValue); |
| 1644 |
$exist->save(); |
| 1645 |
return $this; |
| 1646 |
} |
| 1647 |
|
| 1648 |
$settings = [ |
| 1649 |
'object_type' => 'ticket', |
| 1650 |
'key' => 'settings', |
| 1651 |
'object_id' => $this->id, |
| 1652 |
'value' => maybe_serialize([ |
| 1653 |
$valueKey => $value |
| 1654 |
]) |
| 1655 |
]; |
| 1656 |
|
| 1657 |
Meta::create($settings); |
| 1658 |
|
| 1659 |
return $this; |
| 1660 |
|
| 1661 |
} |
| 1662 |
|
| 1663 |
} |
| 1664 |
|
| 1665 |
|
