fluent-support / app / Http / Policies / AgentTicketPolicy.php

AgentTicketPolicy.php in Fluent Support – Helpdesk & Customer Support Ticket System 2.3.0, at app/Http/Policies/AgentTicketPolicy.php

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1	<?php
2
3	namespace FluentSupport\App\Http\Policies;
4
5	use FluentSupport\App\Modules\PermissionManager;
6	use FluentSupport\Framework\Http\Request\Request;
7	use FluentSupport\Framework\Foundation\Policy;
8
9	class AgentTicketPolicy extends Policy
10	{
11	/**
12	* Default policy check: GET requests require view permission, POST/PUT/DELETE require manage permission.
13	*
14	* @param \FluentSupport\Framework\Request\Request $request
15	* @return Boolean
16	*/
17	public function verifyRequest(Request $request)
18	{
19	if ($request->method() === 'GET') {
20	$status = PermissionManager::userCan([
21	'fst_view_tickets',
22	'fst_draft_reply',
23	'fst_manage_own_tickets',
24	'fst_manage_unassigned_tickets',
25	'fst_manage_other_tickets'
26	]);
27	} else {
28	// Non-GET requests require manage permission by default.
29	// Routes safe for draft/view-only agents have dedicated policy methods
30	// (e.g. createResponse, createOrUpdatDraft, storeOrUpdateLabelSearch).
31	$status = PermissionManager::canManageTickets();
32	}
33
34	return apply_filters('fluent_support/agent_has_access', $status, $request);
35	}
36
37	/**
38	* Bulk actions: delete requires fst_delete_tickets, others require manage permission.
39	*/
40	public function doBulkActions(Request $request)
41	{
42	$action = $request->getSafe('bulk_action', 'sanitize_text_field');
43
44	if ($action === 'delete_tickets') {
45	return PermissionManager::currentUserCan('fst_delete_tickets');
46	}
47
48	return PermissionManager::canManageTickets();
49	}
50
51	/**
52	* Delete ticket requires explicit delete permission.
53	*/
54	public function deleteTicket(Request $request)
55	{
56	return PermissionManager::currentUserCan('fst_delete_tickets');
57	}
58
59	/**
60	* Creating a response: accessible to manage and draft agents.
61	* View-only agents cannot create responses or drafts.
62	*/
63	public function createResponse(Request $request)
64	{
65	return PermissionManager::canManageTickets()
66	\|\| PermissionManager::currentUserCan('fst_draft_reply');
67	}
68
69	/**
70	* Auto-save draft: accessible to manage and draft agents.
71	* View-only agents cannot create drafts.
72	*/
73	public function createOrUpdatDraft(Request $request)
74	{
75	return PermissionManager::canManageTickets()
76	\|\| PermissionManager::currentUserCan('fst_draft_reply');
77	}
78
79	/**
80	* Label search save: POST endpoint accessible to any agent with ticket access.
81	*/
82	public function storeOrUpdateLabelSearch(Request $request)
83	{
84	return PermissionManager::canAccessTicketRoutes();
85	}
86
87	/**
88	* Label search delete: DELETE endpoint accessible to any agent (personal data).
89	*/
90	public function deleteLabelSearch(Request $request)
91	{
92	return PermissionManager::canAccessTicketRoutes();
93	}
94
95	/**
96	* Live activity removal: DELETE endpoint accessible to any agent (cleanup).
97	*/
98	public function removeLiveActivity(Request $request)
99	{
100	return PermissionManager::canAccessTicketRoutes();
101	}
102
103	/**
104	* Update ticket property (product, priority, etc.): requires manage ticket permission.
105	*/
106	public function updateTicketProperty(Request $request)
107	{
108	return PermissionManager::canManageTickets();
109	}
110
111	/**
112	* Add watchers to a ticket: requires manage ticket permission.
113	*/
114	public function addTicketWatchers(Request $request)
115	{
116	return PermissionManager::canManageTickets();
117	}
118
119	/**
120	* Sync watchers on a ticket: requires manage ticket permission.
121	*/
122	public function syncTicketWatchers(Request $request)
123	{
124	return PermissionManager::canManageTickets();
125	}
126
127	/**
128	* Update estimated time: requires manage ticket permission.
129	*/
130	public function updateEstimatedTime(Request $request)
131	{
132	return PermissionManager::canManageTickets();
133	}
134
135	/**
136	* Manual time commit: requires manage ticket permission.
137	*/
138	public function manualCommitTrack(Request $request)
139	{
140	return PermissionManager::canManageTickets();
141	}
142
143	/**
144	* Approve draft response: requires approve permission and ticket route access.
145	*/
146	public function approveDraftResponse(Request $request)
147	{
148	return PermissionManager::currentUserCan('fst_approve_draft_reply')
149	&& PermissionManager::canAccessTicketRoutes();
150	}
151
152	/**
153	* Delete draft: accessible to draft-capable agents (same as create/update draft).
154	*/
155	public function deleteDraft(Request $request)
156	{
157	return PermissionManager::canManageTickets()
158	\|\| PermissionManager::currentUserCan('fst_draft_reply');
159	}
160
161	/**
162	* FluentBot AI-assist actions: accessible to any agent with ticket access.
163	*/
164	public function generateResponse(Request $request)
165	{
166	return PermissionManager::canAccessTicketRoutes();
167	}
168
169	public function getRuntimeConfig(Request $request)
170	{
171	return PermissionManager::canAccessTicketRoutes();
172	}
173
174	public function generateStreamResponse(Request $request)
175	{
176	return PermissionManager::canAccessTicketRoutes();
177	}
178
179	public function getTicketSummary(Request $request)
180	{
181	return PermissionManager::canAccessTicketRoutes();
182	}
183
184	public function getTicketTone(Request $request)
185	{
186	return PermissionManager::canAccessTicketRoutes();
187	}
188
189	public function markRead(Request $request)
190	{
191	return PermissionManager::canAccessTicketRoutes();
192	}
193
194	public function markAllRead(Request $request)
195	{
196	return PermissionManager::canAccessTicketRoutes();
197	}
198
199	public function getChatId(Request $request)
200	{
201	return PermissionManager::canAccessTicketRoutes();
202	}
203
204	public function getChatMessages(Request $request)
205	{
206	return PermissionManager::canAccessTicketRoutes();
207	}
208
209	public function getContextSelection(Request $request)
210	{
211	return PermissionManager::canAccessTicketRoutes();
212	}
213
214	public function getConversations(Request $request)
215	{
216	return PermissionManager::canAccessTicketRoutes();
217	}
218
219	public function saveChatId(Request $request)
220	{
221	return PermissionManager::canManageTickets()
222	\|\| PermissionManager::currentUserCan('fst_draft_reply');
223	}
224
225	public function deleteChatId(Request $request)
226	{
227	return PermissionManager::canManageTickets()
228	\|\| PermissionManager::currentUserCan('fst_draft_reply');
229	}
230
231	public function saveContextSelection(Request $request)
232	{
233	return PermissionManager::canManageTickets()
234	\|\| PermissionManager::currentUserCan('fst_draft_reply');
235	}
236
237	public function switchConversation(Request $request)
238	{
239	return PermissionManager::canManageTickets()
240	\|\| PermissionManager::currentUserCan('fst_draft_reply');
241	}
242
243	public function createFeedback(Request $request)
244	{
245	return PermissionManager::canManageTickets()
246	\|\| PermissionManager::currentUserCan('fst_draft_reply');
247	}
248
249	public function deleteFeedback(Request $request)
250	{
251	return PermissionManager::canManageTickets()
252	\|\| PermissionManager::currentUserCan('fst_draft_reply');
253	}
254	}
255