| 1 |
<?php |
| 2 |
|
| 3 |
namespace FluentSupport\App\Models; |
| 4 |
|
| 5 |
use Exception; |
| 6 |
use FluentSupport\App\Modules\PermissionManager; |
| 7 |
use FluentSupport\App\Services\Helper; |
| 8 |
use FluentSupport\App\Services\TicketHelper; |
| 9 |
use FluentSupport\App\Services\TicketQueryService; |
| 10 |
use FluentSupport\App\Services\Tickets\TicketService; |
| 11 |
use FluentSupport\Framework\Support\Arr; |
| 12 |
|
| 13 |
class Ticket extends Model |
| 14 |
{ |
| 15 |
protected $table = 'fs_tickets'; |
| 16 |
|
| 17 |
protected $dates = ['waiting_since']; |
| 18 |
|
| 19 |
/** |
| 20 |
* The attributes that are mass assignable. |
| 21 |
* |
| 22 |
* @var array |
| 23 |
*/ |
| 24 |
protected $fillable = [ |
| 25 |
'customer_id', |
| 26 |
'agent_id', |
| 27 |
'product_id', |
| 28 |
'mailbox_id', |
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'product_source', |
| 30 |
'privacy', |
| 31 |
'priority', |
| 32 |
'client_priority', |
| 33 |
'status', |
| 34 |
'title', |
| 35 |
'slug', |
| 36 |
'hash', |
| 37 |
'source', |
| 38 |
'message_id', |
| 39 |
'content', |
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'last_agent_response', |
| 41 |
'last_customer_response', |
| 42 |
'waiting_since', |
| 43 |
'response_count', |
| 44 |
'first_response_time', |
| 45 |
'total_close_time', |
| 46 |
'resolved_at', |
| 47 |
'closed_by', |
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'created_by' |
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]; |
| 50 |
|
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public static function boot() |
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{ |
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parent::boot(); |
| 54 |
|
| 55 |
static::creating(function ($model) { |
| 56 |
if (empty($model->slug)) { |
| 57 |
$model->slug = static::slugify($model->title); |
| 58 |
} |
| 59 |
|
| 60 |
$model->hash = bin2hex(random_bytes(16)); |
| 61 |
$model->content_hash = md5($model->content); |
| 62 |
|
| 63 |
$model->last_customer_response = current_time('mysql'); |
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$model->created_at = current_time('mysql'); |
| 65 |
$model->updated_at = current_time('mysql'); |
| 66 |
$model->waiting_since = current_time('mysql'); |
| 67 |
|
| 68 |
}); |
| 69 |
|
| 70 |
static::deleting(function ($model) { |
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//Delete the ticket meta |
| 72 |
Meta::where('object_type', 'ticket_meta')->where('object_id', $model->id)->delete(); |
| 73 |
//Delete all cc info for the ticket |
| 74 |
Meta::where('object_type', 'ticket')->where('object_id', $model->id)->delete(); |
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//Delete draft info |
| 76 |
Meta::where('object_type', '_fs_auto_draft')->where('object_id', $model->id)->delete(); |
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//delete the responses first (their attachments are cleaned up by Conversation::deleting) |
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Conversation::deleteAll($model->id); |
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// Delete ticket-level attachments (conversation_id IS NULL) and remove the ticket upload directory |
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$class = __NAMESPACE__ . '\Attachment'; |
| 81 |
$ticketAttachments = $class::where('ticket_id', $model->id)->whereNull('conversation_id')->get(); |
| 82 |
$class::purgeAttachments($ticketAttachments, $model->id); |
| 83 |
$class::where('ticket_id', $model->id)->whereNull('conversation_id')->delete(); |
| 84 |
}); |
| 85 |
} |
| 86 |
|
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/** |
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* $searchable Columns in table to search |
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* @var array |
| 90 |
*/ |
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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 |
| 100 |
* @param ModelQueryBuilder $query |
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* @param string $search |
| 102 |
* @return ModelQueryBuilder |
| 103 |
*/ |
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public function scopeSearchBy($query, $search) |
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{ |
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|
| 107 |
if(!$search) { |
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return $query; |
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} |
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|
| 111 |
if (strpos($search, ':')) { |
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$array = explode(':', (string) $search); |
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$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; |
| 129 |
$query->where(function ($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 $search |
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* @return ModelQueryBuilder |
| 144 |
*/ |
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|
| 146 |
public function doSearchForAdvancedFilter($query, $search) |
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{ |
| 148 |
foreach ($search as $s) { |
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$operator = $s['operator']; |
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//If selected item for ticket either title or content |
| 151 |
if (in_array($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', "%" . $s['value'] . "%"); |
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}); |
| 157 |
} elseif ($operator == 'not_contains') { |
| 158 |
//If the selected condition is not_contains, query operator id NOT LIKE |
| 159 |
$query = $query->where(function ($query) use ($s) { |
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$query->where($s['property'], 'NOT LIKE', '%' . $s['value'] . '%'); |
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}); |
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} |
| 163 |
} |
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|
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//If selected item is Ticket Conversation Content |
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if ($s['property'] == 'conversation_content') { |
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$operator = $s['operator']; |
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if ($operator == 'contains') { |
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$query = $query->whereHas('responses', function ($q) use ($s) { |
| 170 |
$q->where('content', 'LIKE', "%" . $s['value'] . "%"); |
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}); |
| 172 |
|
| 173 |
} else if ($operator == 'not_contains') { |
| 174 |
$query = $query->whereHas('responses', function ($q) use ($s) { |
| 175 |
$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'])) { |
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$query = (new \FluentSupport\App\Models\Ticket())->buildDateBaseFilterQuery($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, $statuses) |
| 200 |
{ |
| 201 |
if ($statuses) { |
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$query->whereIn('status', $statuses); |
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} |
| 204 |
|
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return $query; |
| 206 |
} |
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|
| 208 |
/** |
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* Local scope to filter tickets by not response by agent |
| 210 |
* @param $query |
| 211 |
* @return mixed |
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*/ |
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public function scopeWaitingOnly($query) |
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{ |
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$query->where(function ($q) { |
| 216 |
$q->whereColumn('last_agent_response', '<', 'last_customer_response') |
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->orWhereNull('last_agent_response') |
| 218 |
->orWhere('status', 'new'); |
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}); |
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return $query; |
| 221 |
} |
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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 |
| 226 |
* @param $query |
| 227 |
* @param $filters |
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* @return ModelQueryBuilder |
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*/ |
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public function scopeApplyFilters($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); |
| 241 |
if ($statusArray) { |
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//Apply filet where status in |
| 243 |
$query->whereIn('status', $statusArray); |
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} |
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} else if (in_array($filterKey, $supportedColumns)) { |
| 246 |
// Use whereIn for all supported columns (they all now support multi-select) |
| 247 |
if (is_array($filterValue)) { |
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$query->whereIn($filterKey, $filterValue); |
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} else { |
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$query->where($filterKey, $filterValue); |
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} |
| 252 |
} else if ($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); |
| 258 |
} else if ($filterKey == 'agent_id') { |
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// Handle array of agent IDs for multi-select |
| 260 |
if (is_array($filterValue)) { |
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// Check if 'unassigned' is in the array |
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$hasUnassigned = in_array('unassigned', $filterValue); |
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$agentIds = array_filter($filterValue, function($v) { |
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return $v !== 'unassigned'; |
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}); |
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|
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if ($hasUnassigned && !empty($agentIds)) { |
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// Include both unassigned and specific agents |
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$query->where(function($q) use ($agentIds) { |
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$q->whereNull('agent_id') |
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->orWhereIn('agent_id', $agentIds); |
| 272 |
}); |
| 273 |
} elseif ($hasUnassigned) { |
| 274 |
// Only unassigned |
| 275 |
$query->whereNull('agent_id'); |
| 276 |
} elseif (!empty($agentIds)) { |
| 277 |
// Only specific agents |
| 278 |
if (defined('FLUENTSUPPORTPRO')) { |
| 279 |
if (isset($filters['watcher']) && $filters['watcher'] == 'watcher') { |
| 280 |
$watcherTickets = []; |
| 281 |
foreach ($agentIds as $agentId) { |
| 282 |
$watcherTickets = array_merge($watcherTickets, TicketHelper::getWatcherTicketIds($agentId)); |
| 283 |
} |
| 284 |
$query->whereIn('id', array_unique($watcherTickets)); |
| 285 |
} else { |
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$query->whereIn('agent_id', $agentIds); |
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} |
| 288 |
} else { |
| 289 |
$query->whereIn('agent_id', $agentIds); |
| 290 |
} |
| 291 |
} |
| 292 |
} else { |
| 293 |
// Single value (backward compatibility) |
| 294 |
if ($filterValue == 'unassigned') { |
| 295 |
$query->whereNull($filterKey); |
| 296 |
} else { |
| 297 |
if (defined('FLUENTSUPPORTPRO')) { |
| 298 |
if (isset($filters['watcher']) && $filters['watcher'] == 'watcher') { |
| 299 |
$watcherTickets = TicketHelper::getWatcherTicketIds($filterValue); |
| 300 |
$query->whereIn('id', $watcherTickets); |
| 301 |
} else { |
| 302 |
//Apply filter, get only assigned ticket |
| 303 |
$query->where($filterKey, $filterValue); |
| 304 |
} |
| 305 |
} else { |
| 306 |
$query->where($filterKey, $filterValue); |
| 307 |
} |
| 308 |
} |
| 309 |
} |
| 310 |
} else if ($filterKey == 'agent_group') { |
| 311 |
$groupIds = is_array($filterValue) ? $filterValue : [$filterValue]; |
| 312 |
$groupIds = array_filter(array_map('intval', $groupIds)); |
| 313 |
if (!empty($groupIds)) { |
| 314 |
$agentIds = TagPivot::where('source_type', 'agent_group') |
| 315 |
->whereIn('tag_id', $groupIds) |
| 316 |
->pluck('source_id') |
| 317 |
->toArray(); |
| 318 |
if ($agentIds) { |
| 319 |
$query->whereIn('agent_id', $agentIds); |
| 320 |
} else { |
| 321 |
$query->whereRaw('1 = 0'); |
| 322 |
} |
| 323 |
} |
| 324 |
} else if ($filterKey == 'ticket_tags') { |
| 325 |
if (!$filterValue) { |
| 326 |
continue; |
| 327 |
} |
| 328 |
//Apply filter where ticket only has this tag id |
| 329 |
$query->whereHas('tags', function ($q) use ($filterValue) { |
| 330 |
$q->whereIn('tag_id', $filterValue); |
| 331 |
}); |
| 332 |
} |
| 333 |
} |
| 334 |
|
| 335 |
return $query; |
| 336 |
} |
| 337 |
|
| 338 |
/** |
| 339 |
* Local scope to filter tickets by agent id |
| 340 |
* @param ModelQueryBuilder $query |
| 341 |
* @param int $agentId |
| 342 |
* @return ModelQueryBuilder |
| 343 |
*/ |
| 344 |
public function scopeFilterByAgentId($query, $agentId) |
| 345 |
{ |
| 346 |
if ($agentId) { |
| 347 |
$query->where('agent_id', $agentId); |
| 348 |
} |
| 349 |
|
| 350 |
return $query; |
| 351 |
} |
| 352 |
|
| 353 |
/** |
| 354 |
* Local scope to filter subscribers by search/query string |
| 355 |
* @param ModelQueryBuilder $query |
| 356 |
* @param int $customerId |
| 357 |
* @return ModelQueryBuilder |
| 358 |
*/ |
| 359 |
public function scopeFilterByCustomerId($query, $customerId) |
| 360 |
{ |
| 361 |
$query->where('customer_id', $customerId); |
| 362 |
|
| 363 |
return $query; |
| 364 |
} |
| 365 |
|
| 366 |
/** |
| 367 |
* Local scope to filter subscribers by search/query string |
| 368 |
* @param ModelQueryBuilder $query |
| 369 |
* @param int $productId |
| 370 |
* @return ModelQueryBuilder |
| 371 |
*/ |
| 372 |
public function scopeFilterByProductId($query, $productId) |
| 373 |
{ |
| 374 |
if ($productId) { |
| 375 |
$query->where('product_id', $productId); |
| 376 |
} |
| 377 |
|
| 378 |
return $query; |
| 379 |
} |
| 380 |
|
| 381 |
/** |
| 382 |
* Local scope to filter subscribers by search/query string |
| 383 |
* @param ModelQueryBuilder $query |
| 384 |
* @param array $priorities |
| 385 |
* @return ModelQueryBuilder |
| 386 |
*/ |
| 387 |
public function scopeFilterByPriorities($query, $priorities) |
| 388 |
{ |
| 389 |
if ($priorities) { |
| 390 |
$query->whereIn('priority', $priorities); |
| 391 |
} |
| 392 |
|
| 393 |
return $query; |
| 394 |
} |
| 395 |
|
| 396 |
/** |
| 397 |
* @param $filter |
| 398 |
* @return string[] |
| 399 |
*/ |
| 400 |
|
| 401 |
public static function parseRelationalFilterQueryMethods($filter) |
| 402 |
{ |
| 403 |
// default operator = in |
| 404 |
$method = 'whereHas'; |
| 405 |
$subMethod = 'whereIn'; |
| 406 |
|
| 407 |
switch ($filter['operator']) { |
| 408 |
case 'not_in': |
| 409 |
$method = 'whereDoesntHave'; |
| 410 |
$subMethod = 'whereIn'; |
| 411 |
|
| 412 |
break; |
| 413 |
case 'in_all': |
| 414 |
$method = 'whereHas'; |
| 415 |
$subMethod = 'where'; |
| 416 |
|
| 417 |
break; |
| 418 |
case 'not_in_all': |
| 419 |
$method = 'whereDoesntHave'; |
| 420 |
$subMethod = 'where'; |
| 421 |
|
| 422 |
break; |
| 423 |
} |
| 424 |
|
| 425 |
return [$method, $subMethod]; |
| 426 |
} |
| 427 |
|
| 428 |
/** |
| 429 |
* Parse filter to set proper operator and value for the filter query. |
| 430 |
* |
| 431 |
* @param array $filter |
| 432 |
* @return array |
| 433 |
*/ |
| 434 |
public static function filterParser($filter) |
| 435 |
{ |
| 436 |
switch ($filter['operator']) { |
| 437 |
case 'before': |
| 438 |
$filter['operator'] = '<'; |
| 439 |
$filter['value'] = $filter['value'] . ' 23:59:59'; |
| 440 |
break; |
| 441 |
|
| 442 |
case 'after': |
| 443 |
$filter['operator'] = '>'; |
| 444 |
$filter['value'] = $filter['value'] . ' 23:59:59'; |
| 445 |
break; |
| 446 |
|
| 447 |
case 'date_equal': |
| 448 |
$filter['operator'] = 'LIKE'; |
| 449 |
$filter['value'] = '%' . $filter['value'] . '%'; |
| 450 |
break; |
| 451 |
|
| 452 |
case 'days_before': |
| 453 |
$filter['operator'] = '<'; |
| 454 |
$filter['value'] = gmdate('Y-m-d', time() - $filter['value'] * 24 * 60 * 60); |
| 455 |
break; |
| 456 |
|
| 457 |
case 'days_within': |
| 458 |
$filter['operator'] = 'BETWEEN'; |
| 459 |
$filter['value'] = [ |
| 460 |
gmdate('Y-m-d', time() - $filter['value'] * 24 * 60 * 60), |
| 461 |
gmdate('Y-m-d') . ' 23:59:59' |
| 462 |
]; |
| 463 |
break; |
| 464 |
case 'date_range': |
| 465 |
$filter['operator'] = 'BETWEEN'; |
| 466 |
if (isset($filter['value'][0])) |
| 467 |
$filter['value'][0] .= ' 00:00:00'; |
| 468 |
if (isset($filter['value'][1])) |
| 469 |
$filter['value'][1] .= ' 23:59:59'; |
| 470 |
break; |
| 471 |
} |
| 472 |
|
| 473 |
return $filter; |
| 474 |
} |
| 475 |
|
| 476 |
/** |
| 477 |
* @param \FluentSupport\Framework\Database\Orm\Builder|\FluentSupport\Framework\Database\Query\Builder $query |
| 478 |
* @param array $filters |
| 479 |
* @return ModelQueryBuilder |
| 480 |
*/ |
| 481 |
public function buildDateBaseFilterQuery($query, $filters) |
| 482 |
{ |
| 483 |
$filter = static::filterParser($filters); |
| 484 |
$query->where(function ($dateQuery) use ($filter) { |
| 485 |
|
| 486 |
if ($filter['operator'] == 'BETWEEN') { |
| 487 |
$dateQuery->whereBetween($filter['property'], $filter['value']); |
| 488 |
} else { |
| 489 |
$dateQuery->where($filter['property'], $filter['operator'], $filter['value']); |
| 490 |
} |
| 491 |
}); |
| 492 |
|
| 493 |
return $query; |
| 494 |
} |
| 495 |
|
| 496 |
/** |
| 497 |
* Relation builder |
| 498 |
* @param $relation |
| 499 |
* @param $query |
| 500 |
* @param $method |
| 501 |
* @param $subMethod |
| 502 |
* @param $subField |
| 503 |
* @param $filter |
| 504 |
* @param false $provider |
| 505 |
* @return ModelQueryBuilder |
| 506 |
*/ |
| 507 |
|
| 508 |
public static function buildRelationFilterQuery($relation, $query, $method, $subMethod, $subField, $filter, $provider = false) |
| 509 |
{ |
| 510 |
if (in_array($filter['operator'], ['in_all', 'not_in_all']) && $filter['value']) { |
| 511 |
foreach ($filter['value'] as $item) { |
| 512 |
$query = static::buildRelationFilterQuery($relation, $query, $method, $subMethod, $subField, ['value' => $item, 'operator' => ''], $provider); |
| 513 |
} |
| 514 |
} else { |
| 515 |
$query = $query->{$method}($relation, function ($relationQuery) use ($subMethod, $subField, $filter, $provider) { |
| 516 |
$relationQuery = $relationQuery->{$subMethod}($subField, $filter['value']); |
| 517 |
|
| 518 |
if ($provider) { |
| 519 |
$relationQuery = $relationQuery->where('provider', $provider); |
| 520 |
} |
| 521 |
|
| 522 |
return $relationQuery; |
| 523 |
}); |
| 524 |
} |
| 525 |
|
| 526 |
return $query; |
| 527 |
} |
| 528 |
|
| 529 |
/** |
| 530 |
* get tickets by advanced filter segment data |
| 531 |
* @param $query |
| 532 |
* @param $filter |
| 533 |
* @return ModelQueryBuilder |
| 534 |
*/ |
| 535 |
|
| 536 |
public function buildPropertiesFilterQuery($query, $filter) |
| 537 |
{ |
| 538 |
if (in_array($filter['property'], ['tags', 'product'])) { |
| 539 |
$subField = $filter['property'] == 'tags' ? 'tag_id' : 'product_id'; |
| 540 |
list($method, $subMethod) = static::parseRelationalFilterQueryMethods($filter); |
| 541 |
$query = static::buildRelationFilterQuery($filter['property'], $query, $method, $subMethod, $subField, $filter); |
| 542 |
} elseif ($filter['property'] == 'waiting_for_reply') { |
| 543 |
if (($filter['value'] == 'yes' && $filter['operator'] == 'in') || ($filter['value'] == 'no' && $filter['operator'] == 'not_in')) { |
| 544 |
$query = $query->where(function ($q) { |
| 545 |
$q->whereColumn('last_agent_response', '<', 'last_customer_response') |
| 546 |
->orWhereNull('last_agent_response') |
| 547 |
->orWhere('status', 'new'); |
| 548 |
}); |
| 549 |
} else { |
| 550 |
$query = $query->where(function ($q) { |
| 551 |
$q->whereColumn('last_customer_response', '<', 'last_agent_response'); |
| 552 |
}); |
| 553 |
} |
| 554 |
} else { |
| 555 |
$method = $filter['operator'] == 'in' ? 'whereIn' : 'whereNotIn'; |
| 556 |
$query = $query->{$method}($filter['property'], (array)$filter['value']); |
| 557 |
} |
| 558 |
return $query; |
| 559 |
} |
| 560 |
|
| 561 |
/** |
| 562 |
* method to search by properties |
| 563 |
* @param $provider |
| 564 |
* @param $query |
| 565 |
* @param $search |
| 566 |
* @param string $operator |
| 567 |
* @return ModelQueryBuilder |
| 568 |
*/ |
| 569 |
public function buildSearchableQuery($provider, $query, $search, $operator = 'LIKE') |
| 570 |
{ |
| 571 |
switch ($provider) { |
| 572 |
case 'customer': |
| 573 |
$fields = (new Customer())->getSearchableFields(); |
| 574 |
break; |
| 575 |
case 'agent': |
| 576 |
$fields = (new Agent())->getSearchableFields(); |
| 577 |
break; |
| 578 |
default: |
| 579 |
$fields = $this->searchable; |
| 580 |
break; |
| 581 |
} |
| 582 |
|
| 583 |
$query->whereHas($provider, function ($query) use ($fields, $search, $operator) { |
| 584 |
$query->where(array_shift($fields), $operator, $search); |
| 585 |
|
| 586 |
$nameArray = explode(' ', (string) $search); |
| 587 |
|
| 588 |
if (count($nameArray) >= 2) { |
| 589 |
$query->orWhere(function ($q) use ($nameArray, $operator) { |
| 590 |
$firstName = array_shift($nameArray); |
| 591 |
$lastName = implode(' ', $nameArray); |
| 592 |
|
| 593 |
$q->where('first_name', $operator, $firstName); |
| 594 |
$q->where('last_name', $operator, $lastName); |
| 595 |
}); |
| 596 |
} |
| 597 |
|
| 598 |
foreach ($fields as $field) { |
| 599 |
$query->orWhere($field, $operator, $search); |
| 600 |
} |
| 601 |
}); |
| 602 |
|
| 603 |
return $query; |
| 604 |
} |
| 605 |
|
| 606 |
/** |
| 607 |
* Filter by ticket general properties like customer name, agent name etc |
| 608 |
* @param $provider |
| 609 |
* @param $query |
| 610 |
* @param $filters |
| 611 |
* @return ModelQueryBuilder |
| 612 |
*/ |
| 613 |
public function filterTicketByUser($provider, $query, $filters) |
| 614 |
{ |
| 615 |
foreach ($filters as $filter) { |
| 616 |
if ($filter['operator'] == 'in' || $filter['operator'] == 'not_in') { |
| 617 |
$method = $filter['operator'] == 'in' ? 'whereIn' : 'whereNotIn'; |
| 618 |
$query = $query->whereHas($provider, function ($q) use ($method, $filter) { |
| 619 |
$q->{$method}($filter['property'], $filter['value']); |
| 620 |
}); |
| 621 |
} |
| 622 |
|
| 623 |
if ($filter['operator'] == 'contains' || $filter['operator'] == 'not_contains') { |
| 624 |
$operator = $filter['operator'] == 'contains' ? 'LIKE' : 'NOT LIKE'; |
| 625 |
$query->whereHas($provider, function ($q) use ($operator, $filter) { |
| 626 |
$q->where($filter['property'], $operator, '%' . $filter['value'] . '%'); |
| 627 |
}); |
| 628 |
} |
| 629 |
|
| 630 |
if ($filter['operator'] == '=' || $filter['operator'] == '!=') { |
| 631 |
$operator = $filter['operator']; |
| 632 |
$query->whereHas($provider, function ($q) use ($operator, $filter) { |
| 633 |
$q->where($filter['property'], $operator, $filter['value']); |
| 634 |
}); |
| 635 |
} |
| 636 |
} |
| 637 |
return $query; |
| 638 |
} |
| 639 |
|
| 640 |
/** |
| 641 |
* One2Many: Customer has to many Click Tickets |
| 642 |
* @return Model Collection |
| 643 |
*/ |
| 644 |
public function responses() |
| 645 |
{ |
| 646 |
$class = __NAMESPACE__ . '\Conversation'; |
| 647 |
|
| 648 |
return $this->hasMany( |
| 649 |
$class, 'ticket_id', 'id' |
| 650 |
)->orderBy('created_at', 'desc') |
| 651 |
->orderBy('id', 'desc'); |
| 652 |
} |
| 653 |
|
| 654 |
public function preview_response() |
| 655 |
{ |
| 656 |
$class = __NAMESPACE__ . '\Conversation'; |
| 657 |
|
| 658 |
return $this->hasOne( |
| 659 |
$class, 'ticket_id', 'id' |
| 660 |
); |
| 661 |
} |
| 662 |
|
| 663 |
public function tags() |
| 664 |
{ |
| 665 |
$class = __NAMESPACE__ . '\TicketTag'; |
| 666 |
|
| 667 |
return $this->belongsToMany( |
| 668 |
$class, 'fs_tag_pivot', 'source_id', 'tag_id' |
| 669 |
)->wherePivot('source_type', 'ticket_tag'); |
| 670 |
} |
| 671 |
|
| 672 |
public function watchers() |
| 673 |
{ |
| 674 |
$class = __NAMESPACE__ . '\TagPivot'; |
| 675 |
|
| 676 |
return $this->hasMany($class, 'source_id', 'id') |
| 677 |
->where('source_type', 'ticket_watcher') |
| 678 |
->select(['tag_id']); |
| 679 |
} |
| 680 |
|
| 681 |
/** |
| 682 |
* One2one: Customer has to many Click Tickets |
| 683 |
* @return Model Collection |
| 684 |
*/ |
| 685 |
public function customer() |
| 686 |
{ |
| 687 |
$class = __NAMESPACE__ . '\Customer'; |
| 688 |
|
| 689 |
return $this->belongsTo( |
| 690 |
$class, 'customer_id', 'id' |
| 691 |
); |
| 692 |
} |
| 693 |
|
| 694 |
/** |
| 695 |
* One2one: Customer has to many Click Tickets |
| 696 |
* @return Model Collection |
| 697 |
*/ |
| 698 |
public function agent() |
| 699 |
{ |
| 700 |
$class = __NAMESPACE__ . '\Agent'; |
| 701 |
|
| 702 |
return $this->belongsTo( |
| 703 |
$class, 'agent_id', 'id' |
| 704 |
); |
| 705 |
} |
| 706 |
|
| 707 |
public function closed_by_person() |
| 708 |
{ |
| 709 |
$class = __NAMESPACE__ . '\Person'; |
| 710 |
|
| 711 |
return $this->belongsTo( |
| 712 |
$class, 'closed_by', 'id' |
| 713 |
); |
| 714 |
} |
| 715 |
|
| 716 |
public function created_by_person() |
| 717 |
{ |
| 718 |
$class = __NAMESPACE__ . '\Agent'; |
| 719 |
|
| 720 |
return $this->belongsTo( |
| 721 |
$class, 'created_by', 'id' |
| 722 |
); |
| 723 |
} |
| 724 |
|
| 725 |
public function product() |
| 726 |
{ |
| 727 |
$class = __NAMESPACE__ . '\Product'; |
| 728 |
|
| 729 |
return $this->belongsTo( |
| 730 |
$class, 'product_id', 'id' |
| 731 |
); |
| 732 |
} |
| 733 |
|
| 734 |
public function mailbox() |
| 735 |
{ |
| 736 |
$class = __NAMESPACE__ . '\MailBox'; |
| 737 |
|
| 738 |
return $this->belongsTo( |
| 739 |
$class, 'mailbox_id', 'id' |
| 740 |
); |
| 741 |
} |
| 742 |
|
| 743 |
|
| 744 |
public function deleteTicket() |
| 745 |
{ |
| 746 |
/* |
| 747 |
* Action on ticket deleting |
| 748 |
* |
| 749 |
* @since v1.0.0 |
| 750 |
* @param object $ticket |
| 751 |
*/ |
| 752 |
do_action('fluent_support/deleting_ticket', $this); |
| 753 |
// Delete the ticket |
| 754 |
$this->delete(); |
| 755 |
} |
| 756 |
|
| 757 |
public static function slugify($title) |
| 758 |
{ |
| 759 |
$slug = sanitize_title($title, 'support-ticket-' . time(), 'display'); |
| 760 |
if (Ticket::where('slug', $slug)->first()) { |
| 761 |
$slug .= '-' . time(); |
| 762 |
} |
| 763 |
return $slug; |
| 764 |
} |
| 765 |
|
| 766 |
public function hasTag($tagId) |
| 767 |
{ |
| 768 |
$tags = $this->tags; |
| 769 |
foreach ($tags as $tag) { |
| 770 |
if ($tag->id == $tagId) { |
| 771 |
return true; |
| 772 |
} |
| 773 |
} |
| 774 |
|
| 775 |
return false; |
| 776 |
} |
| 777 |
|
| 778 |
public function attachments() |
| 779 |
{ |
| 780 |
$class = __NAMESPACE__ . '\Attachment'; |
| 781 |
return $this->hasMany($class, 'ticket_id', 'id')->where('conversation_id', NULL); |
| 782 |
} |
| 783 |
|
| 784 |
public function customData($scope = 'admin', $rendered = false) |
| 785 |
{ |
| 786 |
if (!defined('FLUENTSUPPORTPRO')) { |
| 787 |
return []; |
| 788 |
} |
| 789 |
|
| 790 |
$fields = \FluentSupportPro\App\Services\CustomFieldsService::getFieldLabels($scope); |
| 791 |
|
| 792 |
if (!$fields) { |
| 793 |
return []; |
| 794 |
} |
| 795 |
|
| 796 |
$keys = array_keys($fields); |
| 797 |
|
| 798 |
$customRows = Meta::where('object_type', 'ticket_meta')->where('object_id', $this->id) |
| 799 |
->whereIn('key', $keys) |
| 800 |
->get(); |
| 801 |
|
| 802 |
if (!$customRows) { |
| 803 |
return []; |
| 804 |
} |
| 805 |
|
| 806 |
$formattedData = []; |
| 807 |
|
| 808 |
$customRenderers = \FluentSupportPro\App\Services\CustomFieldsService::getCustomerRenderers(); |
| 809 |
|
| 810 |
foreach ($customRows as $row) { |
| 811 |
$dataKey = $row->key; |
| 812 |
|
| 813 |
$value = $row->value; |
| 814 |
|
| 815 |
$fieldType = $fields[$dataKey]['type']; |
| 816 |
|
| 817 |
if ($value) { |
| 818 |
if (in_array($fieldType, $customRenderers) && $rendered) { |
| 819 |
$value = apply_filters('fluent_support/custom_field_render_' . $fieldType, $value, $scope); |
| 820 |
} else if ($fieldType == 'checkbox') { |
| 821 |
$value = array_values(array_filter(explode('|', $value))); |
| 822 |
} |
| 823 |
|
| 824 |
if (!is_array($value) && !is_object($value)) { |
| 825 |
$formattedData[$dataKey] = links_add_target(make_clickable($value)); |
| 826 |
} else { |
| 827 |
$formattedData[$dataKey] = $value; |
| 828 |
} |
| 829 |
} |
| 830 |
} |
| 831 |
|
| 832 |
return $formattedData; |
| 833 |
} |
| 834 |
|
| 835 |
/** |
| 836 |
* @param $data This is the data that will be saved to the ticket_meta for custom fields |
| 837 |
* @return bool |
| 838 |
*/ |
| 839 |
public function syncCustomFields($data) |
| 840 |
{ |
| 841 |
if (!is_array($data)) { |
| 842 |
return false; |
| 843 |
} |
| 844 |
|
| 845 |
$fields = apply_filters('fluent_support/ticket_custom_fields', []); |
| 846 |
|
| 847 |
if (!$fields) { |
| 848 |
return false; |
| 849 |
} |
| 850 |
|
| 851 |
$keys = array_keys($fields); |
| 852 |
|
| 853 |
$validData = Arr::only($data, $keys); |
| 854 |
|
| 855 |
foreach ($validData as $dataKey => $validDatum) { |
| 856 |
if (empty($validDatum)) { |
| 857 |
Meta::where('object_type', 'ticket_meta') |
| 858 |
->where('object_id', $this->id) |
| 859 |
->where('key', $dataKey) |
| 860 |
->delete(); |
| 861 |
continue; |
| 862 |
} |
| 863 |
|
| 864 |
if ($fields[$dataKey]['type'] == 'checkbox' || is_array($validDatum)) { |
| 865 |
$validDatum = implode('|', $validDatum); |
| 866 |
$validDatum = '|' . $validDatum . '|'; |
| 867 |
} |
| 868 |
|
| 869 |
$exist = Meta::where('object_type', 'ticket_meta') |
| 870 |
->where('object_id', $this->id) |
| 871 |
->where('key', $dataKey) |
| 872 |
->first(); |
| 873 |
|
| 874 |
if ($exist) { |
| 875 |
$exist->value = $validDatum; |
| 876 |
$exist->save(); |
| 877 |
} else { |
| 878 |
Meta::insert([ |
| 879 |
'object_type' => 'ticket_meta', |
| 880 |
'object_id' => $this->id, |
| 881 |
'key' => $dataKey, |
| 882 |
'value' => $validDatum |
| 883 |
]); |
| 884 |
} |
| 885 |
} |
| 886 |
|
| 887 |
return true; |
| 888 |
} |
| 889 |
|
| 890 |
public function getLastAgentResponse() |
| 891 |
{ |
| 892 |
$query = \FluentSupport\App\App::db()->table('fs_conversations') |
| 893 |
->select(['fs_conversations.*']) |
| 894 |
->where('fs_conversations.conversation_type', 'response') |
| 895 |
->where('fs_conversations.ticket_id', $this->id) |
| 896 |
->where('fs_persons.person_type', '=', 'agent') |
| 897 |
->join('fs_persons', 'fs_persons.id', '=', 'fs_conversations.person_id') |
| 898 |
->orderBy('fs_conversations.id', 'DESC'); |
| 899 |
|
| 900 |
return $query->first(); |
| 901 |
} |
| 902 |
|
| 903 |
public function getLastResponse() |
| 904 |
{ |
| 905 |
return \FluentSupport\App\App::db()->table('fs_conversations') |
| 906 |
->where('ticket_id', $this->id) |
| 907 |
->where('conversation_type', 'response') |
| 908 |
->latest('id') |
| 909 |
->first(); |
| 910 |
} |
| 911 |
|
| 912 |
/** |
| 913 |
* This method will assign tags to the ticket |
| 914 |
* @param $tagIds This is the array of tag ids that will be assigned to the ticket |
| 915 |
* @return \FluentSupport\App\Models\Ticket |
| 916 |
*/ |
| 917 |
public function applyTags($tagIds) |
| 918 |
{ |
| 919 |
$result = false; |
| 920 |
|
| 921 |
if (!is_array($tagIds)) { |
| 922 |
$tagIds = array($tagIds); |
| 923 |
} |
| 924 |
|
| 925 |
foreach ($tagIds as $tagId) { |
| 926 |
if (!$this->hasTag($tagId)) { |
| 927 |
$this->tags()->attach($tagId, ['source_type' => 'ticket_tag']); |
| 928 |
$result = true; |
| 929 |
|
| 930 |
/* |
| 931 |
* Action while tag added to ticket |
| 932 |
* |
| 933 |
* @since v1.0.0 |
| 934 |
* @param integer $tagId |
| 935 |
* @param object $ticket |
| 936 |
*/ |
| 937 |
do_action('fluent_support/ticket_tag_added', $tagId, $this); |
| 938 |
} |
| 939 |
} |
| 940 |
return $result; |
| 941 |
} |
| 942 |
|
| 943 |
/** |
| 944 |
* This method will remove tags from ticket |
| 945 |
* @param $tagIds This is the array of tag ids that will be removed from the ticket |
| 946 |
* @return \FluentSupport\App\Models\Ticket |
| 947 |
*/ |
| 948 |
public function detachTags($tagIds) |
| 949 |
{ |
| 950 |
$result = false; |
| 951 |
|
| 952 |
if (!is_array($tagIds)) { |
| 953 |
$tagIds = array($tagIds); |
| 954 |
} |
| 955 |
|
| 956 |
foreach ($tagIds as $tagId) { |
| 957 |
if ($this->hasTag($tagId)) { |
| 958 |
$this->tags()->detach($tagId); |
| 959 |
|
| 960 |
/* |
| 961 |
* Action while tag removed from ticket |
| 962 |
* |
| 963 |
* @since v1.0.0 |
| 964 |
* @param integer $tagId |
| 965 |
* @param object $ticket |
| 966 |
*/ |
| 967 |
do_action('fluent_support/ticket_tag_removed', $tagId, $this); |
| 968 |
$result = true; |
| 969 |
} |
| 970 |
} |
| 971 |
return $result; |
| 972 |
} |
| 973 |
|
| 974 |
/** |
| 975 |
* @deprecated Use TicketService::storeTicket() instead. |
| 976 |
*/ |
| 977 |
public function createTicket($ticketData, $maybeNewCustomer = false) |
| 978 |
{ |
| 979 |
_deprecated_function(__METHOD__, '2.0.5', 'TicketService::storeTicket()'); |
| 980 |
|
| 981 |
if (empty($ticketData['customer_id']) && $maybeNewCustomer) { |
| 982 |
$email = Arr::get($maybeNewCustomer, 'email'); |
| 983 |
if (!$email || !is_email($email)) { |
| 984 |
return new \WP_Error('error', 'A valid email is required to create a ticket'); |
| 985 |
} |
| 986 |
|
| 987 |
$existingCustomer = Customer::where('email', $email)->first(); |
| 988 |
if ($existingCustomer) { |
| 989 |
$ticketData['customer_id'] = $existingCustomer->id; |
| 990 |
} else { |
| 991 |
$customerData = Arr::only($maybeNewCustomer, (new Customer())->getFillable()); |
| 992 |
$customerData = array_filter($customerData); |
| 993 |
$createCustomer = Customer::create($customerData); |
| 994 |
if (!$createCustomer) { |
| 995 |
return new \WP_Error('error', 'Customer could not be created'); |
| 996 |
} |
| 997 |
$ticketData['customer_id'] = $createCustomer->id; |
| 998 |
} |
| 999 |
} |
| 1000 |
|
| 1001 |
if (empty($ticketData['customer_id'])) { |
| 1002 |
return new \WP_Error('error', 'Ticket could not be created'); |
| 1003 |
} |
| 1004 |
|
| 1005 |
$customer = Customer::findOrFail($ticketData['customer_id']); |
| 1006 |
|
| 1007 |
return (new TicketService())->storeTicket($ticketData, $customer); |
| 1008 |
} |
| 1009 |
|
| 1010 |
/** |
| 1011 |
* This `createResponse` will create a response for a ticket |
| 1012 |
* @param array $data |
| 1013 |
* @param int $ticketId |
| 1014 |
* @return array |
| 1015 |
* @throws Exception |
| 1016 |
*/ |
| 1017 |
|
| 1018 |
public static function countTicketByMailBoxId($mailbox_id) |
| 1019 |
{ |
| 1020 |
return self::where('mailbox_id', $mailbox_id)->count(); |
| 1021 |
} |
| 1022 |
|
| 1023 |
public static function syncMailBoxId($mailbox_id, $fallback_id) |
| 1024 |
{ |
| 1025 |
return self::where('mailbox_id', $mailbox_id) |
| 1026 |
->update([ |
| 1027 |
'mailbox_id' => $fallback_id |
| 1028 |
]); |
| 1029 |
} |
| 1030 |
|
| 1031 |
public static function getTicketsQuery() |
| 1032 |
{ |
| 1033 |
return self::with([ |
| 1034 |
'customer' => function ($query) { |
| 1035 |
$query->select(['first_name', 'last_name', 'email', 'id', 'avatar']); |
| 1036 |
}, 'agent' => function ($query) { |
| 1037 |
$query->select(['first_name', 'last_name', 'id']); |
| 1038 |
}, |
| 1039 |
'product', |
| 1040 |
'tags', |
| 1041 |
'preview_response' => function ($query) { |
| 1042 |
$query->latest('id'); |
| 1043 |
} |
| 1044 |
]); |
| 1045 |
} |
| 1046 |
|
| 1047 |
public function getSettingsValue($valueKey = false, $default = false) |
| 1048 |
{ |
| 1049 |
$exist = Meta::where('object_type', 'ticket') |
| 1050 |
->where('key', 'settings') |
| 1051 |
->where('object_id', $this->id) |
| 1052 |
->first(); |
| 1053 |
|
| 1054 |
if ($exist) { |
| 1055 |
$value = Helper::safeUnserialize($exist->value); |
| 1056 |
if ($valueKey) { |
| 1057 |
if (!is_array($value)) { |
| 1058 |
return $default; |
| 1059 |
} |
| 1060 |
return Arr::get($value, $valueKey, $default); |
| 1061 |
} |
| 1062 |
return $value; |
| 1063 |
} |
| 1064 |
|
| 1065 |
return $default; |
| 1066 |
} |
| 1067 |
|
| 1068 |
public function updateSettingsValue($valueKey, $value) |
| 1069 |
{ |
| 1070 |
$exist = Meta::where('object_type', 'ticket') |
| 1071 |
->where('key', 'settings') |
| 1072 |
->where('object_id', $this->id) |
| 1073 |
->first(); |
| 1074 |
|
| 1075 |
if ($exist) { |
| 1076 |
$existingValue = Helper::safeUnserialize($exist->value); |
| 1077 |
|
| 1078 |
if (!is_array($existingValue)) { |
| 1079 |
$existingValue = []; |
| 1080 |
} |
| 1081 |
|
| 1082 |
$existingValue[$valueKey] = $value; |
| 1083 |
|
| 1084 |
$exist->value = maybe_serialize($existingValue); |
| 1085 |
$exist->save(); |
| 1086 |
return $this; |
| 1087 |
} |
| 1088 |
|
| 1089 |
$settings = [ |
| 1090 |
'object_type' => 'ticket', |
| 1091 |
'key' => 'settings', |
| 1092 |
'object_id' => $this->id, |
| 1093 |
'value' => maybe_serialize([ |
| 1094 |
$valueKey => $value |
| 1095 |
]) |
| 1096 |
]; |
| 1097 |
|
| 1098 |
Meta::create($settings); |
| 1099 |
|
| 1100 |
return $this; |
| 1101 |
|
| 1102 |
} |
| 1103 |
|
| 1104 |
} |
| 1105 |
|
| 1106 |
|
