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<?php |
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|
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namespace FluentSupport\App\Services; |
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|
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use FluentSupport\App\Models\Agent; |
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use FluentSupport\App\Models\Meta; |
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use FluentSupport\App\Models\Ticket; |
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use FluentSupport\App\Modules\PermissionManager; |
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|
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class TicketHelper |
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{ |
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public static function getActivity($ticketId, $currentAgentId = false) |
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{ |
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$meta = Meta::where('object_type', 'ticket_meta') |
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->where('key', '_live_activity') |
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->where('object_id', $ticketId) |
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->first(); |
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|
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$activities = []; |
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if ($meta) { |
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$activities = maybe_unserialize($meta->value); |
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} |
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|
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foreach ($activities as $index => $activity) { |
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if ((time() - $activity) > 60) { |
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unset($activities[$index]); |
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} |
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} |
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|
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if (!$currentAgentId) { |
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return self::getAgentsInfoFromActivities($activities); |
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} |
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|
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$activities[$currentAgentId] = time(); |
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|
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if ($meta) { |
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$meta->value = maybe_serialize($activities); |
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$meta->save(); |
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} else { |
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Meta::insert([ |
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'object_type' => 'ticket_meta', |
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'key' => '_live_activity', |
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'object_id' => $ticketId, |
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'value' => maybe_serialize($activities) |
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]); |
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} |
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|
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return self::getAgentsInfoFromActivities($activities); |
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} |
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|
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public static function getAgentsInfoFromActivities($activities) |
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{ |
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if (!$activities) { |
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return []; |
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} |
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|
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return Agent::select(['email', 'first_name', 'last_name']) |
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->whereIn('id', array_keys($activities)) |
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->get(); |
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} |
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|
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public static function removeFromActivities($ticketId, $agentId) |
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{ |
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$meta = Meta::where('object_type', 'ticket_meta') |
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->where('key', '_live_activity') |
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->where('object_id', $ticketId) |
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->first(); |
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|
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$activities = []; |
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if ($meta) { |
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$activities = maybe_unserialize($meta->value); |
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} |
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|
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if (!$activities) { |
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return false; |
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} |
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|
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unset($activities[$agentId]); |
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foreach ($activities as $index => $activity) { |
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if ((time() - $activity) > 60) { |
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unset($activities[$index]); |
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} |
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} |
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|
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$meta->value = maybe_serialize($activities); |
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$meta->save(); |
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|
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return true; |
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} |
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|
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public static function getSuggestedTickets($agentId, $limit = 5) |
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{ |
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$tickets = Ticket::where('agent_id', $agentId) |
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->where('status', '!=', 'closed') |
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->applyFilters([ |
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'waiting_for_reply' => 'yes' |
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]) |
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->orderBy('last_customer_response', 'ASC') |
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->limit($limit) |
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->with('customer') |
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->get(); |
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|
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if($tickets->isEmpty() && PermissionManager::currentUserCan('fst_manage_unassigned_tickets')) { |
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$tickets = Ticket::where('status', '!=', 'closed') |
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->orderBy('id', 'ASC') |
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->where(function ($q) { |
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$q->whereNull('agent_id'); |
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$q->orWhere('agent_id', '0'); |
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}) |
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->with('customer') |
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->limit($limit) |
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->get(); |
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} |
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|
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|
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return $tickets; |
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|
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} |
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} |
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|
