fluent-support / app / Services / TicketHelper.php

TicketHelper.php in Fluent Support – Helpdesk & Customer Support Ticket System 1.5.5, at app/Services/TicketHelper.php

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1	<?php
2
3	namespace FluentSupport\App\Services;
4
5	use FluentSupport\App\Models\Agent;
6	use FluentSupport\App\Models\Meta;
7	use FluentSupport\App\Models\Ticket;
8	use FluentSupport\App\Modules\PermissionManager;
9
10	class TicketHelper
11	{
12	/**
13	* getActivity method will return the activity in a ticket by agent
14	* @param $ticketId
15	* @param false $currentAgentId
16	* @return array
17	*/
18	public static function getActivity($ticketId, $currentAgentId = false)
19	{
20	//Get the ticket meta information
21	$meta = Meta::where('object_type', 'ticket_meta')
22	->where('key', '_live_activity')
23	->where('object_id', $ticketId)
24	->first();
25
26	$activities = [];
27	if ($meta) {
28	$activities = maybe_unserialize($meta->value);
29	}
30
31	foreach ($activities as $index => $activity) {
32	if ((time() - $activity) > 60) {
33	unset($activities[$index]);
34	}
35	}
36
37	if (!$currentAgentId) {
38	return self::getAgentsInfoFromActivities($activities);
39	}
40
41	$activities[$currentAgentId] = time();
42
43	if ($meta) {
44	$meta->value = maybe_serialize($activities);
45	$meta->save();
46	} else {
47	Meta::insert([
48	'object_type' => 'ticket_meta',
49	'key' => '_live_activity',
50	'object_id' => $ticketId,
51	'value' => maybe_serialize($activities)
52	]);
53	}
54
55	return self::getAgentsInfoFromActivities($activities);
56	}
57
58	public static function getAgentsInfoFromActivities($activities)
59	{
60	if (!$activities) {
61	return [];
62	}
63
64	return Agent::select(['email', 'first_name', 'last_name'])
65	->whereIn('id', array_keys($activities))
66	->get();
67	}
68
69	/**
70	* removeFromActivities method will remove the old live activity by agent and ticket id
71	* @param $ticketId
72	* @param $agentId
73	* @return bool
74	*/
75	public static function removeFromActivities($ticketId, $agentId)
76	{
77	$meta = Meta::where('object_type', 'ticket_meta')
78	->where('key', '_live_activity')
79	->where('object_id', $ticketId)
80	->first();
81
82	$activities = [];
83	if ($meta) {
84	$activities = maybe_unserialize($meta->value);
85	}
86
87	if (!$activities) {
88	return false;
89	}
90
91	unset($activities[$agentId]);
92	foreach ($activities as $index => $activity) {
93	if ((time() - $activity) > 60) {
94	unset($activities[$index]);
95	}
96	}
97
98	$meta->value = maybe_serialize($activities);
99	$meta->save();
100
101	return true;
102	}
103
104	/**
105	* getSuggestedTickets method will return the list of Suggested tickets
106	* This method will get the agent id as parameter and fetch ticket information that are waiting to reply or unassigned
107	* @param $agentId
108	* @param int $limit
109	* @return mixed
110	*/
111	public static function getSuggestedTickets($agentId, $limit = 5)
112	{
113	//Get lis of tickets which are waiting for reply
114	$tickets = Ticket::where('agent_id', $agentId)
115	->where('status', '!=', 'closed')
116	->applyFilters([
117	'waiting_for_reply' => 'yes'
118	])
119	->orderBy('last_customer_response', 'ASC')
120	->limit($limit)
121	->with('customer')
122	->get();
123
124	//If no ticket is available for reply and logged-in user has permission to manage unassigned tickets
125	if($tickets->isEmpty() && PermissionManager::currentUserCan('fst_manage_unassigned_tickets')) {
126	//Get the ticket list which status is not closed and agent id is null or 0
127	$tickets = Ticket::where('status', '!=', 'closed')
128	->orderBy('id', 'ASC')
129	->where(function ($q) {
130	$q->whereNull('agent_id');
131	$q->orWhere('agent_id', '0');
132	})
133	->with('customer')
134	->limit($limit)
135	->get();
136	}
137
138
139	return $tickets;
140
141	}
142	}
143