fluent-support / app / Services / Tickets / TicketService.php

TicketService.php in Fluent Support – Helpdesk & Customer Support Ticket System 2.2.1, at app/Services/Tickets/TicketService.php

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1	<?php
2
3	namespace FluentSupport\App\Services\Tickets;
4
5	use FluentSupport\App\Models\Attachment;
6	use FluentSupport\App\Models\Conversation;
7	use FluentSupport\App\Models\MailBox;
8	use FluentSupport\App\Models\Ticket;
9	use FluentSupport\App\Services\Helper;
10	use FluentSupport\App\Services\Includes\UploadService;
11	use FluentSupport\Framework\Support\Arr;
12
13	class TicketService
14	{
15	/**
16	* this function will set the ticket status as closed
17	* @param $ticket
18	* @param $person
19	* @param string $internalNote
20	* @param bool $silently
21	* @return mixed
22	*/
23
24	public function close($ticket, $person, $internalNote = '', $silently = 'no')
25	{
26	if ($ticket->status != 'closed') {
27	$ticket->status = 'closed';
28	$ticket->resolved_at = current_time('mysql');
29	$ticket->closed_by = $person->id;
30	$ticket->total_close_time = current_time('timestamp') - strtotime($ticket->created_at);
31	$ticket->save();
32
33	if ('no' == $silently) {
34	do_action('fluent_support/ticket_closed', $ticket, $person);
35	do_action('fluent_support/ticket_closed_by_' . $person->person_type, $ticket, $person);
36	}
37
38	if (!$internalNote) {
39	$internalNote = __('Ticket has been closed', 'fluent-support');
40	}
41
42	//Keep track in conversation
43	Conversation::create([
44	'ticket_id' => $ticket->id,
45	'person_id' => $person->id,
46	'conversation_type' => 'internal_info',
47	'content' => $internalNote
48	]);
49	}
50
51	return $ticket;
52	}
53
54	public function reopen($ticket, $person)
55	{
56	if ($ticket->status == 'closed') {
57	$ticket->status = 'active';
58	$ticket->waiting_since = current_time('mysql');
59	$ticket->save();
60
61	/*
62	* Action on ticket reopen
63	*
64	* @since v1.0.0
65	* @param object $ticket
66	* @param object $person
67	*/
68	do_action('fluent_support/ticket_reopen', $ticket, $person);
69	do_action('fluent_support/ticket_reopen_by_' . $person->person_type, $ticket, $person);
70	Conversation::create([
71	'ticket_id' => $ticket->id,
72	'person_id' => $person->id,
73	'conversation_type' => 'internal_info',
74	'content' => __('Ticket has been reopened', 'fluent-support')
75	]);
76	}
77
78	return $ticket;
79	}
80
81	public function onAgentChange($ticket, $person)
82	{
83	do_action('fluent_support/ticket_agent_change', $ticket, $person);
84	Conversation::create([
85	'ticket_id' => $ticket->id,
86	'person_id' => $person->id,
87	'conversation_type' => 'internal_info',
88	'content' => $ticket->agent->user_id !== $person->user_id ?
89	$person->full_name . __(' assigned ', 'fluent-support') . $ticket->agent->full_name . __(' in this ticket', 'fluent-support') :
90	$person->full_name .__( ' assign this ticket to self', 'fluent-support')
91	]);
92
93	return $person;
94	}
95
96	/**
97	* This `addTicketAttachments` method is responsible for adding attachments to ticket
98	* @param array $data
99	* @param array $disabledFields
100	* @param \FluentSupport\App\Models\Ticket $ticket
101	* @param object $customer
102	* @return \FluentSupport\App\Models\Ticket $ticket
103	* @since 1.5.7
104	*/
105	public static function addTicketAttachments($data, $disabledFields, $ticket, $customer)
106	{
107	Helper::tempImageMoveUploadDir($ticket->id, 'ticket-create', null, $customer->id);
108
109	if (($attachmentsHashes = Arr::get($data, 'attachments')) && !in_array('file_upload', $disabledFields)) {
110	$attachments = Attachment::whereIn('file_hash', $attachmentsHashes)
111	->where('status', 'in-active')
112	->get();
113
114	if ($attachments->isEmpty()) {
115	return $ticket;
116	}
117
118	$storageDriver = Helper::getUploadDriverKey();
119
120	if ($storageDriver != 'local') {
121	foreach ($attachments as $attachment) {
122	do_action_ref_array('fluent_support/finalize_file_upload_' . $storageDriver, [&$attachment, $ticket->id]);
123	}
124	}
125
126	foreach ($attachments as $attachment) {
127	if ($attachment->driver == 'local') {
128	$newFileInfo = UploadService::copyFileTicketFolder($attachment->file_path, $ticket->id);
129	if ($newFileInfo) {
130	$attachment->file_path = $newFileInfo['file_path'];
131	$attachment->full_url = $newFileInfo['url'];
132	}
133	}
134
135	$attachment->ticket_id = $ticket->id;
136	$attachment->person_id = $customer->id;
137	$attachment->status = 'active';
138	$attachment->save();
139	}
140
141	$ticket->load('attachments');
142	}
143
144	return $ticket;
145	}
146
147	/**
148	* Sanitize ticket data, create the ticket, handle attachments & custom fields, fire hooks.
149	* Shared by TicketController::createTicket and ProTicketService::handleSplitTicket.
150	*
151	* @param array $ticketData
152	* @param \FluentSupport\App\Models\Customer $customer
153	* @return \FluentSupport\App\Models\Ticket
154	*/
155	public function storeTicket($ticketData, $customer)
156	{
157	if (empty($ticketData['mailbox_id'])) {
158	$mailbox = Helper::getDefaultMailBox();
159	if ($mailbox) {
160	$ticketData['mailbox_id'] = $mailbox->id;
161	}
162	} else {
163	$mailbox = MailBox::findOrFail($ticketData['mailbox_id']);
164	}
165
166	if (!empty($ticketData['product_id'])) {
167	$ticketData['product_source'] = 'local';
168	}
169
170	$ticketData['title'] = sanitize_text_field(wp_unslash($ticketData['title']));
171	$ticketData['content'] = wp_specialchars_decode(wp_unslash(wp_kses_post($ticketData['content'])));
172
173	if (!empty($ticketData['priority'])) {
174	$ticketData['priority'] = sanitize_text_field($ticketData['priority']);
175	}
176
177	if (!empty($ticketData['client_priority'])) {
178	$ticketData['client_priority'] = sanitize_text_field($ticketData['client_priority']);
179	}
180
181	$ticketData = apply_filters('fluent_support/create_ticket_data', $ticketData, $customer);
182
183	do_action('fluent_support/before_ticket_create', $ticketData, $customer);
184
185	$createdTicket = Ticket::create($ticketData);
186
187	$disabledFields = apply_filters('fluent_support/disabled_ticket_fields', []);
188	self::addTicketAttachments($ticketData, $disabledFields, $createdTicket, $customer);
189
190	if (defined('FLUENTSUPPORTPRO') && !empty($ticketData['custom_fields'])) {
191	$createdTicket->syncCustomFields($ticketData['custom_fields']);
192	}
193
194	$agent = Helper::getAgentByUserId();
195	if ($agent) {
196	$isAgentInitiated = Arr::get($ticketData, 'agent_initiated') === 'yes';
197	$createdTicket->created_by = $agent->id;
198
199	if ($isAgentInitiated) {
200	// Skip all ticket creation emails for agent-initiated tickets
201	add_filter('fluent_support/should_send_notification', function ($shouldSend, $channel, $type) {
202	if ($channel === 'email' && in_array($type, ['ticket_created_email_to_customer', 'ticket_created_email_to_admin', 'ticket_created_by_agent_email_to_customer'])) {
203	return false;
204	}
205	return $shouldSend;
206	}, 10, 3);
207
208	$initializedMessage = $agent->full_name . __(' initialized this ticket', 'fluent-support');
209
210	// Agent response: actual ticket content — sends reply email to customer
211	$agentResponse = Conversation::create([
212	'ticket_id' => $createdTicket->id,
213	'person_id' => $agent->id,
214	'conversation_type' => 'response',
215	'content' => $createdTicket->content
216	]);
217
218	if ($attachmentHashes = Arr::get($ticketData, 'attachments', [])) {
219	Attachment::where('ticket_id', $createdTicket->id)
220	->whereIn('file_hash', $attachmentHashes)
221	->where('status', 'active')
222	->update([
223	'person_id' => $agentResponse->person_id,
224	'conversation_id' => $agentResponse->id
225	]);
226
227	$agentResponse->load('attachments');
228	}
229
230	do_action('fluent_support/agent_initiated_ticket_response', $agentResponse, $createdTicket, $agent);
231
232	$createdTicket->content = $initializedMessage;
233
234	}
235
236	$createdTicket->save();
237	}
238
239	do_action('fluent_support/ticket_created', $createdTicket, $customer);
240	do_action('fluent_support/ticket_created_behalf_of_customer', $createdTicket, $customer, $agent);
241
242	return $createdTicket;
243	}
244
245	public function deleteTicket($ticket, $agent = null)
246	{
247	if (!$agent) {
248	$agent = Helper::getAgentByUserId();
249	}
250
251	$ticketData = [
252	'id' => $ticket->id,
253	'title' => $ticket->title
254	];
255
256	do_action('fluent_support/deleting_ticket', $ticket);
257	$ticket->delete();
258	do_action('fluent_support/ticket_deleted', $agent, $ticketData);
259	}
260
261	}
262