fluent-support / app / Hooks / Handlers / InternalNotificationHandler.php

InternalNotificationHandler.php in Fluent Support – Helpdesk & Customer Support Ticket System 2.2.0, at app/Hooks/Handlers/InternalNotificationHandler.php

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1	<?php
2
3	namespace FluentSupport\App\Hooks\Handlers;
4
5	use FluentSupport\App\Models\Meta;
6	use FluentSupport\App\Services\Helper;
7	use FluentSupport\App\Services\Notifications\MentionParser;
8	use FluentSupport\App\Services\Notifications\NotificationEventMap;
9	use FluentSupport\App\Services\Notifications\NotificationService;
10	use FluentSupport\App\Services\Notifications\RecipientResolver;
11	use FluentSupport\App\Services\Tickets\AgentTicketAccess;
12
13	class InternalNotificationHandler
14	{
15	public function init()
16	{
17	add_action('fluent_support/response_added_by_agent', [$this, 'handleAgentReply'], 20, 3);
18	add_action('fluent_support/response_added_by_agent', [$this, 'handleAgentMention'], 20, 3);
19	add_action('fluent_support/note_added_by_agent', [$this, 'handleAgentMention'], 20, 3);
20	add_action('fluent_support/agent_assigned_to_ticket', [$this, 'handleAgentAssignment'], 15, 4);
21	add_action('fluent_support/response_added_by_customer', [$this, 'handleCustomerReply'], 20, 3);
22	add_action('fluent_support/ticket_closed', [$this, 'handleTicketClosed'], 15, 2);
23	add_action('fluent_support/ticket_reopen', [$this, 'handleTicketReopened'], 15, 2);
24	add_action('fluent_support/workflow_triggered', [$this, 'handleWorkflowTriggered'], 15, 4);
25	}
26
27	public function handleAgentReply($response, $ticket, $person)
28	{
29	$recipientResolver = new RecipientResolver();
30	$assignedAgent = $recipientResolver->resolveAssignedAgent($ticket);
31
32	if (!$assignedAgent) {
33	return;
34	}
35
36	$recipientIds = $recipientResolver->extractRecipientPersonIds([$assignedAgent]);
37
38	if (!$recipientIds) {
39	return;
40	}
41
42	(new NotificationService())->createNotification([
43	'actor_id' => $person->id,
44	'ticket_id' => $ticket->id,
45	'conversation_id' => $response->id,
46	'event_type' => NotificationEventMap::AGENT_REPLIED,
47	'channel' => 'web',
48	'payload' => [
49	'ticket_title' => $ticket->title,
50	'ticket_priority' => $ticket->priority,
51	'agent' => $this->formatPerson($person),
52	'conversation_type' => $response->conversation_type,
53	'content_preview' => $this->makeContentPreview($response->content)
54	]
55	], $recipientIds);
56	}
57
58	public function handleAgentMention($response, $ticket, $person)
59	{
60	$agentIds = (new MentionParser())->extractMentionIds($response->content);
61
62	if (!$agentIds) {
63	return;
64	}
65
66	$recipientResolver = new RecipientResolver();
67	$recipients = $recipientResolver->resolveMentionedAgents($agentIds);
68	$recipients = $this->filterTicketAccessibleAgents($recipients, $ticket);
69	$recipientIds = $recipientResolver->extractRecipientPersonIds($recipients);
70
71	if (!$recipientIds) {
72	return;
73	}
74
75	$mentionedNames = array_values(array_map(
76	fn($a) => trim("{$a->first_name} {$a->last_name}"),
77	$recipients
78	));
79
80	(new NotificationService())->createNotification([
81	'actor_id' => $person->id,
82	'ticket_id' => $ticket->id,
83	'conversation_id' => $response->id,
84	'event_type' => NotificationEventMap::AGENT_MENTIONED,
85	'channel' => 'web',
86	'payload' => [
87	'ticket_title' => $ticket->title,
88	'conversation_type' => $response->conversation_type,
89	'mentioned_handles' => $mentionedNames,
90	'content_preview' => $this->makeContentPreview($response->content)
91	]
92	], $recipientIds);
93	}
94
95	public function handleAgentAssignment($assignedAgent, $ticket, $assigner, $previousAgentId = null)
96	{
97	if (!$assignedAgent \|\| empty($assignedAgent->id)) {
98	return;
99	}
100
101	$assignerId = (!empty($assigner) && !empty($assigner->id)) ? (int) $assigner->id : null;
102	$recipientIds = (new RecipientResolver())->extractRecipientPersonIds([$assignedAgent]);
103
104	if (!$recipientIds) {
105	return;
106	}
107
108	$eventType = $this->hasPreviousAssignment($previousAgentId)
109	? NotificationEventMap::TICKET_REASSIGNED
110	: NotificationEventMap::TICKET_ASSIGNED;
111
112	(new NotificationService())->createNotification([
113	'actor_id' => $assignerId,
114	'ticket_id' => $ticket->id,
115	'event_type' => $eventType,
116	'channel' => 'web',
117	'payload' => [
118	'ticket_title' => $ticket->title,
119	'ticket_priority' => $ticket->priority,
120	'assignment_type' => $eventType === NotificationEventMap::TICKET_REASSIGNED ? 'reassignment' : 'assignment',
121	'assigned_agent' => $this->formatPerson($assignedAgent),
122	'assigner' => $this->formatPerson($assigner)
123	]
124	], $recipientIds);
125	}
126
127	public function handleCustomerReply($response, $ticket, $person)
128	{
129	$recipientResolver = new RecipientResolver();
130	$assignedAgent = $recipientResolver->resolveAssignedAgent($ticket);
131
132	if (!$assignedAgent) {
133	return;
134	}
135
136	$recipientIds = $recipientResolver->extractRecipientPersonIds([$assignedAgent]);
137
138	if (!$recipientIds) {
139	return;
140	}
141
142	(new NotificationService())->createNotification([
143	'actor_id' => $person->id,
144	'ticket_id' => $ticket->id,
145	'conversation_id' => $response->id,
146	'event_type' => NotificationEventMap::CUSTOMER_REPLIED,
147	'channel' => 'web',
148	'payload' => [
149	'ticket_title' => $ticket->title,
150	'ticket_priority' => $ticket->priority,
151	'customer' => $this->formatPerson($person),
152	'conversation_type' => $response->conversation_type,
153	'content_preview' => $this->makeContentPreview($response->content)
154	]
155	], $recipientIds);
156	}
157
158	public function handleTicketClosed($ticket, $person)
159	{
160	$this->createStatusNotification($ticket, $person, NotificationEventMap::TICKET_CLOSED);
161	}
162
163	public function handleTicketReopened($ticket, $person)
164	{
165	$this->createStatusNotification($ticket, $person, NotificationEventMap::TICKET_REOPENED);
166	}
167
168	public function handleWorkflowTriggered($workflow, $ticket, $person = null, $context = [])
169	{
170	if (!$workflow \|\| !$ticket \|\| empty($ticket->id)) {
171	return;
172	}
173
174	$actorId = (!empty($person) && !empty($person->id)) ? (int) $person->id : null;
175	$recipientResolver = new RecipientResolver();
176	$assignedAgent = $recipientResolver->resolveAssignedAgent($ticket);
177
178	if (!$assignedAgent) {
179	return;
180	}
181
182	$recipientIds = $recipientResolver->extractRecipientPersonIds([$assignedAgent]);
183
184	if (!$recipientIds) {
185	return;
186	}
187
188	$context = is_array($context) ? $context : [];
189
190	(new NotificationService())->createNotification([
191	'actor_id' => $actorId,
192	'ticket_id' => $ticket->id,
193	'event_type' => NotificationEventMap::WORKFLOW_TRIGGERED,
194	'channel' => 'web',
195	'payload' => [
196	'ticket_title' => $ticket->title,
197	'ticket_priority'=> $ticket->priority,
198	'workflow_id' => !empty($workflow->id) ? (int) $workflow->id : null,
199	'workflow_name' => !empty($workflow->title) ? $workflow->title : __('Workflow', 'fluent-support'),
200	'trigger_type' => !empty($workflow->trigger_type) ? $workflow->trigger_type : null,
201	'trigger_key' => !empty($workflow->trigger_key) ? $workflow->trigger_key : null,
202	'summary' => $this->makeWorkflowSummary($workflow, $context),
203	'actor' => $this->formatPerson($person),
204	'context' => [
205	'source' => !empty($context['source']) ? sanitize_text_field($context['source']) : null,
206	'event' => !empty($context['event']) ? sanitize_text_field($context['event']) : null
207	]
208	]
209	], $recipientIds);
210	}
211
212	protected function createStatusNotification($ticket, $person, $eventType)
213	{
214	$actorId = (!empty($person) && !empty($person->id)) ? (int) $person->id : null;
215	$recipientResolver = new RecipientResolver();
216	$assignedAgent = $recipientResolver->resolveAssignedAgent($ticket);
217
218	if (!$assignedAgent) {
219	return;
220	}
221
222	$recipientIds = $recipientResolver->extractRecipientPersonIds([$assignedAgent]);
223
224	if (!$recipientIds) {
225	return;
226	}
227
228	(new NotificationService())->createNotification([
229	'actor_id' => $actorId,
230	'ticket_id' => $ticket->id,
231	'event_type' => $eventType,
232	'channel' => 'web',
233	'payload' => [
234	'ticket_title' => $ticket->title,
235	'ticket_priority' => $ticket->priority,
236	'status' => $eventType === NotificationEventMap::TICKET_CLOSED ? 'closed' : 'reopened',
237	'actor' => $this->formatPerson($person)
238	]
239	], $recipientIds);
240	}
241
242	protected function hasPreviousAssignment($previousAgentId)
243	{
244	return (int) $previousAgentId > 0;
245	}
246
247	protected function filterTicketAccessibleAgents($agents, $ticket)
248	{
249	if (empty($agents)) {
250	return [];
251	}
252
253	$agentIds = [];
254	foreach ($agents as $agent) {
255	$agentIds[] = $agent->id;
256	}
257
258	$metas = Meta::where('object_type', 'person_meta')
259	->where('key', 'agent_restrictions')
260	->whereIn('object_id', $agentIds)
261	->get();
262
263	$restrictionsMap = [];
264	foreach ($metas as $meta) {
265	$restrictionsMap[$meta->object_id] = Helper::safeUnserialize($meta->value) ?: [];
266	}
267
268	$ticketAccess = new AgentTicketAccess();
269	$accessibleAgents = [];
270
271	foreach ($agents as $agent) {
272	$restrictions = $restrictionsMap[$agent->id] ?? [];
273	if ($ticketAccess->canAccess($agent, $ticket, $restrictions)) {
274	$accessibleAgents[] = $agent;
275	}
276	}
277
278	return $accessibleAgents;
279	}
280
281	protected function makeContentPreview($content)
282	{
283	return wp_html_excerpt(wp_strip_all_tags((string) $content), 180, '...');
284	}
285
286	protected function makeWorkflowSummary($workflow, array $context = [])
287	{
288	$workflowName = !empty($workflow->title) ? $workflow->title : __('Workflow', 'fluent-support');
289	$source = !empty($context['source']) ? sanitize_text_field($context['source']) : 'workflow';
290
291	if ($source === 'manual') {
292	return sprintf(__('Manual workflow "%s" was run', 'fluent-support'), $workflowName);
293	}
294
295	return sprintf(__('Automation workflow "%s" was triggered', 'fluent-support'), $workflowName);
296	}
297
298	protected function formatPerson($person)
299	{
300	if (!$person) {
301	return null;
302	}
303
304	return [
305	'id' => (int) $person->id,
306	'person_type' => $person->person_type,
307	'name' => $person->full_name ?: $person->email,
308	'email' => $person->email
309	];
310	}
311	}
312