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<?php |
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|
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namespace FluentSupport\App\Services\Tickets; |
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|
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use FluentSupport\App\Models\Conversation; |
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|
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class TicketService |
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{ |
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public function close($ticket, $person, $internalNote = '') |
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{ |
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if ($ticket->status != 'closed') { |
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$ticket->status = 'closed'; |
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$ticket->resolved_at = current_time('mysql'); |
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$ticket->closed_by = $person->id; |
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$ticket->total_close_time = current_time('timestamp') - strtotime($ticket->created_at); |
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$ticket->save(); |
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do_action('fluent_support/ticket_closed', $ticket, $person); |
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do_action('fluent_support/ticket_closed_by_' . $person->person_type, $ticket, $person); |
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|
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if(!$internalNote) { |
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$internalNote = __('Ticket has been closed', 'fluent-support'); |
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} |
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|
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Conversation::create([ |
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'ticket_id' => $ticket->id, |
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'person_id' => $person->id, |
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'conversation_type' => 'internal_info', |
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'content' => $internalNote |
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]); |
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|
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} |
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|
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return $ticket; |
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} |
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|
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public function reopen($ticket, $person) |
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{ |
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if ($ticket->status == 'closed') { |
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$ticket->status = 'active'; |
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$ticket->waiting_since = current_time('mysql'); |
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$ticket->save(); |
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do_action('fluent_support/ticket_reopen', $ticket, $person); |
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do_action('fluent_support/ticket_reopen_by_' . $person->person_type, $ticket, $person); |
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Conversation::create([ |
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'ticket_id' => $ticket->id, |
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'person_id' => $person->id, |
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'conversation_type' => 'internal_info', |
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'content' => __('Ticket has been reopened', 'fluent-support') |
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]); |
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} |
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|
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return $person; |
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} |
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|
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public function onAgentChange($ticket, $person){ |
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Conversation::create([ |
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'ticket_id' => $ticket->id, |
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'person_id' => $person->id, |
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'conversation_type' => 'internal_info', |
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'content' => $ticket->agent->full_name !== $person->full_name ? |
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__($person->full_name .' assign '. $ticket->agent->full_name .' in this ticket' , 'fluent-support') : |
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__($person->full_name. ' assign this ticket to self', 'fluent-support') |
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]); |
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|
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return $person; |
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} |
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} |
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|
