fluent-support / app / Models / Ticket.php

Ticket.php in Fluent Support – Helpdesk & Customer Support Ticket System 1.5.3, at app/Models/Ticket.php

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1	<?php
2
3	namespace FluentSupport\App\Models;
4
5	use FluentSupport\App\Services\Helper;
6	use FluentSupport\Framework\Support\Arr;
7
8	class Ticket extends Model
9	{
10	protected $table = 'fs_tickets';
11
12	/**
13	* The attributes that are mass assignable.
14	*
15	* @var array
16	*/
17	protected $fillable = [
18	'customer_id',
19	'agent_id',
20	'product_id',
21	'mailbox_id',
22	'product_source',
23	'privacy',
24	'priority',
25	'client_priority',
26	'status',
27	'title',
28	'slug',
29	'hash',
30	'source',
31	'message_id',
32	'content',
33	'last_agent_response',
34	'last_customer_response',
35	'waiting_since',
36	'response_count',
37	'first_response_time',
38	'total_close_time',
39	'resolved_at',
40	'closed_by'
41	];
42
43	public static function boot()
44	{
45	static::creating(function ($model) {
46	$model->slug = static::slugify($model->title);
47	$model->hash = substr(md5(time() . wp_generate_uuid4()), 0, 8) . mt_rand(1, 99);
48	$model->last_customer_response = current_time('mysql');
49	$model->content_hash = md5($model->content);
50	$model->created_at = current_time('mysql');
51	$model->updated_at = current_time('mysql');
52	$model->waiting_since = current_time('mysql');
53	});
54	}
55
56	/**
57	* $searchable Columns in table to search
58	* @var array
59	*/
60	protected $searchable = [
61	'title',
62	'slug',
63	'content',
64	'id'
65	];
66
67	/**
68	* Local scope to filter subscribers by search/query string
69	* @param ModelQueryBuilder $query
70	* @param string $search
71	* @return ModelQueryBuilder
72	*/
73	public function scopeSearchBy($query, $search)
74	{
75	if ($search) {
76
77	if (strpos($search, ':')) {
78	$array = explode(':', $search);
79	$column = $array[0];
80	$value = $array[1];
81	$columns = $this->fillable;
82	$columns[] = 'id';
83
84	if (in_array($column, $columns) && $value) {
85	if (is_numeric($value)) {
86	$query->where($column, $value);
87	} else {
88	$query->where($column, 'LIKE', "%$value%");
89	}
90	return $query;
91	}
92	}
93
94	$fields = $this->searchable;
95	$query->where(function ($query) use ($fields, $search) {
96	$query->where(array_shift($fields), 'LIKE', "%$search%");
97
98	foreach ($fields as $field) {
99	$query->orWhere($field, 'LIKE', "$search%");
100	}
101	});
102	}
103
104	return $query;
105	}
106
107	/**
108	* Local scope to filter subscribers by search/query string
109	* @param ModelQueryBuilder $query
110	* @param array $statuses
111	* @return ModelQueryBuilder
112	*/
113	public function scopeFilterByStatues($query, $statuses)
114	{
115	if ($statuses) {
116	$query->whereIn('status', $statuses);
117	}
118
119	return $query;
120	}
121
122	public function scopeWaitingOnly($query)
123	{
124	global $wpdb;
125	$query->where(function ($q) use ($wpdb) {
126	$q->whereRaw($wpdb->prefix . 'fs_tickets.last_agent_response < ' . $wpdb->prefix . 'fs_tickets.last_customer_response')
127	->orWhereNull('last_agent_response')
128	->orWhere('status', 'new');
129	});
130	return $query;
131	}
132
133	public function scopeApplyFilters($query, $filters)
134	{
135	$supportedColumns = ['product_id', 'client_priority', 'priority', 'mailbox_id'];
136	foreach ($filters as $filterKey => $filterValue) {
137	if (!$filterValue && ($filterValue !== '0' \|\| $filterValue !== 0)) {
138	continue;
139	}
140	if ($filterKey == 'status_type') {
141	$statusArray = Helper::getTkStatusesByGroupName($filterValue);
142	if ($statusArray) {
143	$query->whereIn('status', $statusArray);
144	}
145	} else if (in_array($filterKey, $supportedColumns)) {
146	$query->where($filterKey, $filterValue);
147	} else if ($filterKey == 'waiting_for_reply') {
148	if ($filterValue != 'yes') {
149	continue;
150	}
151	$query = $this->scopeWaitingOnly($query);
152	} else if ($filterKey == 'agent_id') {
153	if ($filterValue == 'unassigned') {
154	$query->whereNull($filterKey);
155	} else {
156	$query->where($filterKey, $filterValue);
157	}
158	} else if ($filterKey == 'ticket_tags') {
159	if (!$filterValue) {
160	continue;
161	}
162	$query->whereHas('tags', function ($q) use ($filterValue) {
163	$q->whereIn('tag_id', $filterValue);
164	});
165	}
166	}
167
168	return $query;
169	}
170
171	/**
172	* Local scope to filter subscribers by search/query string
173	* @param ModelQueryBuilder $query
174	* @param array $statuses
175	* @return ModelQueryBuilder
176	*/
177	public function scopeFilterByAgentId($query, $agentId)
178	{
179	if ($agentId) {
180	$query->where('agent_id', $agentId);
181	}
182
183	return $query;
184	}
185
186	/**
187	* Local scope to filter subscribers by search/query string
188	* @param ModelQueryBuilder $query
189	* @param int $customerId
190	* @return ModelQueryBuilder
191	*/
192	public function scopeFilterByCustomerId($query, $customerId)
193	{
194	$query->where('customer_id', $customerId);
195
196	return $query;
197	}
198
199	/**
200	* Local scope to filter subscribers by search/query string
201	* @param ModelQueryBuilder $query
202	* @param int $productId
203	* @return ModelQueryBuilder
204	*/
205	public function scopeFilterByProductId($query, $productId)
206	{
207	if ($productId) {
208	$query->where('product_id', $productId);
209	}
210
211	return $query;
212	}
213
214	/**
215	* Local scope to filter subscribers by search/query string
216	* @param ModelQueryBuilder $query
217	* @param array $priorities
218	* @return ModelQueryBuilder
219	*/
220	public function scopeFilterByPriorities($query, $priorities)
221	{
222	if ($priorities) {
223	$query->whereIn('priority', $priorities);
224	}
225
226	return $query;
227	}
228
229
230	/**
231	* One2Many: Customer has to many Click Tickets
232	* @return Model Collection
233	*/
234	public function responses()
235	{
236	$class = __NAMESPACE__ . '\Conversation';
237
238	return $this->hasMany(
239	$class, 'ticket_id', 'id'
240	);
241	}
242
243	public function preview_response()
244	{
245	$class = __NAMESPACE__ . '\Conversation';
246
247	return $this->hasOne(
248	$class, 'ticket_id', 'id'
249	);
250	}
251
252	public function tags()
253	{
254	$class = __NAMESPACE__ . '\TicketTag';
255
256	return $this->belongsToMany(
257	$class, 'fs_tag_pivot', 'source_id', 'tag_id'
258	)->wherePivot('source_type', 'ticket_tag');
259	}
260
261
262	/**
263	* One2one: Customer has to many Click Tickets
264	* @return Model Collection
265	*/
266	public function customer()
267	{
268	$class = __NAMESPACE__ . '\Customer';
269
270	return $this->belongsTo(
271	$class, 'customer_id', 'id'
272	);
273	}
274
275	/**
276	* One2one: Customer has to many Click Tickets
277	* @return Model Collection
278	*/
279	public function agent()
280	{
281	$class = __NAMESPACE__ . '\Agent';
282
283	return $this->belongsTo(
284	$class, 'agent_id', 'id'
285	);
286	}
287
288	public function closed_by_person()
289	{
290	$class = __NAMESPACE__ . '\Person';
291
292	return $this->belongsTo(
293	$class, 'closed_by', 'id'
294	);
295	}
296
297	public function product()
298	{
299	$class = __NAMESPACE__ . '\Product';
300
301	return $this->belongsTo(
302	$class, 'product_id', 'id'
303	);
304	}
305
306	public function mailbox()
307	{
308	$class = __NAMESPACE__ . '\MailBox';
309
310	return $this->belongsTo(
311	$class, 'mailbox_id', 'id'
312	);
313	}
314
315
316	public function deleteTicket()
317	{
318	do_action('fluent_support/deleting_ticket', $this);
319	// delete the responses first
320	Conversation::where('ticket_id', $this->id)->delete();
321	// Delete the ticket meta
322	Meta::where('object_type', 'ticket_meta')->where('object_id', $this->id)->delete();
323
324	Ticket::where('id', $this->id)->delete();
325	}
326
327	public static function slugify($title)
328	{
329	$slug = sanitize_title($title, 'support-ticket-' . time(), 'display');
330	if (Ticket::where('slug', $slug)->first()) {
331	$slug .= '-' . time();
332	}
333	return $slug;
334	}
335
336	public function hasTag($tagId)
337	{
338	$tags = $this->tags;
339	foreach ($tags as $tag) {
340	if ($tag->id == $tagId) {
341	return true;
342	}
343	}
344
345	return false;
346	}
347
348	public function attachments()
349	{
350	$class = __NAMESPACE__ . '\Attachment';
351	return $this->hasMany($class, 'ticket_id', 'id')->where('conversation_id', NULL);
352	}
353
354	public function customData($scope = 'admin', $rendered = false)
355	{
356	if (!defined('FLUENTSUPPORTPRO')) {
357	return [];
358	}
359
360	$fields = \FluentSupportPro\App\Services\CustomFieldsService::getFieldLabels($scope);
361
362	if (!$fields) {
363	return [];
364	}
365
366	$keys = array_keys($fields);
367
368	$customRows = Meta::where('object_type', 'ticket_meta')->where('object_id', $this->id)
369	->whereIn('key', $keys)
370	->get();
371
372	if (!$customRows) {
373	return [];
374	}
375
376	$formattedData = [];
377
378	$customRenderers = \FluentSupportPro\App\Services\CustomFieldsService::getCustomerRenderers();
379
380	foreach ($customRows as $row) {
381	$dataKey = $row->key;
382
383	$value = $row->value;
384
385	$fieldType = $fields[$dataKey]['type'];
386
387	if ($value) {
388	if (in_array($fieldType, $customRenderers) && $rendered) {
389	$value = apply_filters('fluent_support/custom_field_render_' . $fieldType, $value, $scope);
390	} else if ($fieldType == 'checkbox') {
391	$value = array_values(array_filter(explode('\|', $value)));
392	}
393	}
394
395	$formattedData[$dataKey] = $value;
396	}
397
398	return $formattedData;
399	}
400
401	public function syncCustomFields($data)
402	{
403	if (!is_array($data)) {
404	return false;
405	}
406
407	$fields = apply_filters('fluent_support/ticket_custom_fields', []);
408
409	if (!$fields) {
410	return false;
411	}
412
413	$keys = array_keys($fields);
414
415	$validData = Arr::only($data, $keys);
416
417	foreach ($validData as $dataKey => $validDatum) {
418	if ($fields[$dataKey]['type'] == 'checkbox' \|\| is_array($validDatum)) {
419	$validDatum = implode('\|', $validDatum);
420	$validDatum = '\|' . $validDatum . '\|';
421	}
422
423	$exist = Meta::where('object_type', 'ticket_meta')->where('object_id', $this->id)
424	->where('key', $dataKey)
425	->first();
426
427	if ($exist) {
428	$exist->value = $validDatum;
429	$exist->save();
430	} else {
431	Meta::insert([
432	'object_type' => 'ticket_meta',
433	'object_id' => $this->id,
434	'key' => $dataKey,
435	'value' => $validDatum
436	]);
437	}
438	}
439
440	// maybe delete data
441	$deletedSlugs = array_diff($keys, array_keys($validData));
442
443	if ($deletedSlugs) {
444	Meta::where('object_type', 'ticket_meta')->where('object_id', $this->id)
445	->whereIn('key', $deletedSlugs)
446	->delete();
447	}
448
449	return true;
450	}
451
452	public function getLastAgentResponse()
453	{
454	return \FluentSupport\App\App::db()->table('fs_conversations')
455	->select(['fs_conversations.*'])
456	->where('fs_conversations.conversation_type', 'response')
457	->where('fs_conversations.ticket_id', $this->id)
458	->join('fs_persons', 'fs_persons.person_type', '=', 'agent')
459	->orderBy('fs_conversations.id', 'DESC')
460	->first();
461	}
462
463	public function getLastResponse()
464	{
465	return \FluentSupport\App\App::db()->table('fs_conversations')
466	->where('ticket_id', $this->id)
467	->where('conversation_type', 'response')
468	->orderBy('id', 'DESC')
469	->first();
470	}
471
472	public function applyTags($tagIds)
473	{
474	$result = false;
475	foreach ($tagIds as $tagId) {
476	if (!$this->hasTag($tagId)) {
477	$this->tags()->attach($tagId, ['source_type' => 'ticket_tag']);
478	$result = true;
479	do_action('fluent_support/ticket_tag_added', $tagId, $this);
480	}
481	}
482	return $result;
483	}
484
485	public function detachTags($tagIds)
486	{
487	$result = false;
488	foreach ($tagIds as $tagId) {
489	if ($this->hasTag($tagId)) {
490	$this->tags()->detach($tagId);
491	do_action('fluent_support/ticket_tag_removed', $tagId, $this);
492	$result = true;
493	}
494	}
495	return $result;
496	}
497	}
498