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<?php |
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|
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namespace FluentSupport\App\Services; |
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|
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use FluentSupport\App\Models\Agent; |
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use FluentSupport\App\Models\Conversation; |
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use FluentSupport\App\Models\MailBox; |
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use FluentSupport\App\Models\Meta; |
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use FluentSupport\App\Models\Product; |
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use FluentSupport\App\Models\TagPivot; |
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use FluentSupport\App\Models\Ticket; |
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use FluentSupport\App\Models\TicketTag; |
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use FluentSupport\App\Modules\PermissionManager; |
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use FluentSupport\App\Services\Helper; |
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|
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class TicketHelper |
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{ |
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/** |
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* getActivity method will return the activity in a ticket by agent |
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* @param $ticketId |
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* @param false $currentAgentId |
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* @return array |
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*/ |
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public static function getActivity($ticketId, $currentAgentId = false) |
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{ |
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//Get the ticket meta information |
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$meta = Meta::where('object_type', 'ticket_meta') |
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->where('key', '_live_activity') |
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->where('object_id', $ticketId) |
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->first(); |
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|
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$activities = []; |
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if ($meta) { |
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$activities = Helper::safeUnserialize($meta->value); |
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} |
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|
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foreach ($activities as $index => $activity) { |
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if ((time() - $activity) > 60) { |
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unset($activities[$index]); |
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} |
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} |
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|
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if (!$currentAgentId) { |
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return self::getAgentsInfoFromActivities($activities); |
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} |
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|
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$activities[$currentAgentId] = time(); |
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|
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if ($meta) { |
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$meta->value = maybe_serialize($activities); |
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$meta->save(); |
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} else { |
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Meta::insert([ |
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'object_type' => 'ticket_meta', |
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'key' => '_live_activity', |
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'object_id' => $ticketId, |
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'value' => maybe_serialize($activities) |
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]); |
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} |
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|
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return self::getAgentsInfoFromActivities($activities); |
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} |
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|
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private static function getAgentsInfoFromActivities($activities) |
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{ |
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if (!$activities) { |
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return []; |
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} |
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|
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return Agent::select(['id', 'email', 'first_name', 'last_name']) |
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->whereIn('id', array_keys($activities)) |
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->get(); |
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} |
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|
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/** |
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* Batch-load live activity for a collection of tickets. |
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* Uses 2 queries total: one for activity metas, one for all agents. |
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* |
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* @param \Iterable $tickets Collection of Ticket models |
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* @return void |
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*/ |
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public static function loadBatchLiveActivities($tickets) |
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{ |
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$activeTicketIds = $tickets->where('status', '!=', 'closed')->pluck('id')->toArray(); |
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|
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if (!$activeTicketIds) { |
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foreach ($tickets as $ticket) { |
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$ticket->live_activity = []; |
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} |
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return; |
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} |
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|
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$activityMetas = Meta::where('object_type', 'ticket_meta') |
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->where('key', '_live_activity') |
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->whereIn('object_id', $activeTicketIds) |
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->get() |
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->keyBy('object_id'); |
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|
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$allAgentIds = []; |
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$ticketActivities = []; |
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|
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foreach ($activityMetas as $ticketId => $meta) { |
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$activities = Helper::safeUnserialize($meta->value); |
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if (!is_array($activities)) { |
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continue; |
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} |
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|
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$activities = array_filter($activities, function ($time) { |
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return (time() - $time) <= 60; |
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}); |
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|
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$ticketActivities[$ticketId] = $activities; |
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$allAgentIds = array_merge($allAgentIds, array_keys($activities)); |
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} |
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|
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$allAgentIds = array_unique(array_filter($allAgentIds)); |
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$agents = $allAgentIds |
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? Agent::select(['id', 'email', 'first_name', 'last_name']) |
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->whereIn('id', $allAgentIds) |
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->get() |
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->keyBy('id') |
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: []; |
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|
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$activitiesByTicket = []; |
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foreach ($ticketActivities as $ticketId => $activities) { |
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$ticketAgents = []; |
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foreach (array_keys($activities) as $agentId) { |
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if (isset($agents[$agentId])) { |
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$ticketAgents[] = $agents[$agentId]; |
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} |
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} |
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$activitiesByTicket[$ticketId] = $ticketAgents; |
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} |
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|
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foreach ($tickets as $ticket) { |
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$ticket->live_activity = $activitiesByTicket[$ticket->id] ?? []; |
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} |
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} |
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|
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/** |
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* removeFromActivities method will remove the old live activity by agent and ticket id |
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* @param $ticketId |
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* @param $agentId |
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* @return bool |
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*/ |
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public static function removeFromActivities($ticketId, $agentId) |
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{ |
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$meta = Meta::where('object_type', 'ticket_meta') |
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->where('key', '_live_activity') |
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->where('object_id', $ticketId) |
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->first(); |
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|
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$activities = []; |
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if ($meta) { |
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$activities = Helper::safeUnserialize($meta->value); |
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} |
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|
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if (!$activities) { |
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return false; |
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} |
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|
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unset($activities[$agentId]); |
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foreach ($activities as $index => $activity) { |
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if ((time() - $activity) > 60) { |
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unset($activities[$index]); |
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} |
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} |
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|
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$meta->value = maybe_serialize($activities); |
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$meta->save(); |
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|
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return true; |
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} |
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|
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/** |
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* getSuggestedTickets method will return the list of Suggested tickets |
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* This method will get the agent id as parameter and fetch ticket information that are waiting to reply or unassigned |
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* @param $agentId |
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* @param int $limit |
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* @return mixed |
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*/ |
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public static function getSuggestedTickets($agentId, $limit = 5) |
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{ |
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$restrictedBusinessBoxes = PermissionManager::getRestrictedMailboxIds(); |
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|
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//Get lis of tickets which are waiting for reply |
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$tickets = Ticket::where('agent_id', $agentId) |
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->where(function ($q) use ($restrictedBusinessBoxes) { |
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$q->whereNotIn('mailbox_id', $restrictedBusinessBoxes); |
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$q->orWhereNull('mailbox_id'); |
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}) |
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->where('status', '!=', 'closed') |
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->applyFilters([ |
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'waiting_for_reply' => 'yes' |
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]) |
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->oldest('last_customer_response') |
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->limit($limit) |
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->with( |
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[ |
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'customer', |
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'mailbox', |
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'tags', |
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'agent' |
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]) |
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->get(); |
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|
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//If no ticket is available for reply and logged-in user has permission to manage unassigned tickets |
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if($tickets->isEmpty() && PermissionManager::currentUserCan('fst_manage_unassigned_tickets')) { |
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//Get the ticket list which status is not closed and agent id is null or 0 |
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$tickets = Ticket::where('status', '!=', 'closed') |
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->oldest('id') |
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->where(function ($q) use ($restrictedBusinessBoxes) { |
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$q->whereNotIn('mailbox_id', $restrictedBusinessBoxes); |
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$q->orWhereNull('mailbox_id'); |
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}) |
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->where(function ($q) { |
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$q->whereNull('agent_id'); |
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$q->orWhere('agent_id', '0'); |
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}) |
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->with( |
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[ |
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'customer', |
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'mailbox', |
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'tags', |
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]) |
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->limit($limit) |
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->get(); |
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} |
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|
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|
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return $tickets; |
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|
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} |
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|
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// This method will return all tagged/mentioned/watcher ticket's ids for filtering |
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public static function getWatcherTicketIds($agentId) |
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{ |
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$mentioned = TagPivot::where('source_type', 'ticket_watcher') |
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->where('tag_id', $agentId) |
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->latest('id') |
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->get(['source_id']); |
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|
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$ticketIds = array_column($mentioned->toArray(), 'source_id'); |
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return $ticketIds; |
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} |
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|
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// This method will return all tagged/mentioned/watcher tickets of logged in agent |
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public static function getTicketsToWatch() |
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{ |
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$agent = Helper::getCurrentAgent(); |
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$restrictedBusinessBoxes = PermissionManager::getRestrictedMailboxIds(); |
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|
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$tickets = Ticket::with( |
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[ |
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'customer', |
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'mailbox', |
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'tags', |
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'agent' |
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]) |
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->limit(5) |
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->where(function ($q) use ($restrictedBusinessBoxes) { |
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$q->whereNotIn('mailbox_id', $restrictedBusinessBoxes); |
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$q->orWhereNull('mailbox_id'); |
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}) |
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->join('fs_tag_pivot', 'fs_tag_pivot.source_id', '=', 'fs_tickets.id') |
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->where('fs_tag_pivot.source_type', '=', 'ticket_watcher') |
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->where('fs_tag_pivot.tag_id', '=', $agent->id) |
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->select(['fs_tickets.*']) |
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->get(); |
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|
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return $tickets; |
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} |
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|
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// This method will return all ticket watcher inside a ticket |
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public static function getWatchers($watchers) |
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{ |
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$watcherAgents = []; |
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|
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foreach ($watchers as $watcher) { |
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$watcherAgents[] = Agent::where('id', absint($watcher->tag_id))->select(['id', 'first_name', 'last_name'])->first(); |
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} |
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|
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return $watcherAgents; |
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} |
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|
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/** @internal Not called from core controllers — available for Pro/hook usage. */ |
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public static function getCarbonCopyCustomerInfo($ticketId){ |
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$existing = Meta::where('object_type', 'beginning_cc_info')->where('object_id', $ticketId)->first(); |
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if($existing){ |
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return Helper::safeUnserialize($existing->value, []); |
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} |
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|
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return []; |
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} |
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|
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// This method will count total tickets |
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public static function countAllTickets() |
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{ |
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return (new Ticket())->count(); |
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} |
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// This method will count all un-assigned tickets |
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public static function countUnassignedTickets() |
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{ |
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return Ticket::whereNull('agent_id')->count(); |
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} |
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// This method will count all closed tickets |
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public static function countClosedTickets() |
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{ |
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return Ticket::where('status', 'closed')->count(); |
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} |
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|
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// This method will count all New tickets |
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public static function countNewTickets() |
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{ |
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return Ticket::where('status', 'new')->count(); |
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} |
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|
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// This method will count all Active tickets |
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public static function countActiveTickets() |
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{ |
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return Ticket::where('status', 'active')->count(); |
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} |
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|
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public static function getTicketEssentials($type = '') |
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{ |
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$agents = Agent::select(['id', 'first_name', 'last_name']) |
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->where('person_type', 'agent') |
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->get()->toArray(); |
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|
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$data = [ |
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'client_priorities' => Helper::customerTicketPriorities(), |
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'ticket_statuses_group' => Helper::ticketStatusGroups(), |
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'agents' => $agents, |
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'changeable_ticket_statuses' => Helper::changeableTicketStatuses(), |
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'admin_priorities' => Helper::adminTicketPriorities(), |
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'enable_draft_mode' => Helper::getBusinessSettings('enable_draft_mode', 'no'), |
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'max_file_upload' => Helper::getBusinessSettings('max_file_upload', 3), |
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'support_products' => Product::select(['id', 'title'])->get(), |
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'ticket_tags' => TicketTag::select(['id', 'title'])->get()->toArray(), |
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'mailboxes' => MailBox::select(['id', 'name', 'settings'])->get(), |
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'ticket_statuses' => Helper::ticketStatuses(), |
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]; |
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|
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return $type ? $data[$type] : $data; |
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} |
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|
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public static function getLabelSearch($agentId) |
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{ |
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$lists = Meta::where('object_id', $agentId) |
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->where('object_type', 'search_meta') |
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->where('key', 'label_search') |
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->first(); |
| 353 |
$unserialize = []; |
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if ($lists) { |
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$unserialize = Helper::safeUnserialize($lists->value); |
| 356 |
} |
| 357 |
|
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return $unserialize; |
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} |
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|
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public static function saveSearchLabel($agent_id, $searchData, $filterType) { |
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|
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$agent_id = get_current_user_id(); |
| 364 |
$existingRecord = Meta::where('object_id', $agent_id) |
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->where('object_type', 'search_meta') |
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->where('key', 'label_search') |
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->first(); |
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|
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// If record exists, unserialize the data or initialize an empty array |
| 370 |
$existingData = $existingRecord ? Helper::safeUnserialize($existingRecord->value) ?: [] : []; |
| 371 |
|
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// Check if it's an update or new entry |
| 373 |
$isUpdate = isset($searchData['id']) && array_filter($existingData, function ($item) use ($searchData) { |
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return isset($item['id']) && $item['id'] == $searchData['id']; |
| 375 |
}); |
| 376 |
|
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// Handle adding or updating |
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$updatedData = self::addOrUpdateSearchData($existingData, $searchData); |
| 379 |
|
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// Save the updated data back to the database |
| 381 |
if ($existingRecord) { |
| 382 |
$existingRecord->update([ |
| 383 |
'value' => maybe_serialize($updatedData) |
| 384 |
]); |
| 385 |
} else { |
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Meta::insert([ |
| 387 |
'object_type' => 'search_meta', |
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'key' => 'label_search', |
| 389 |
'object_id' => $agent_id, |
| 390 |
'value' => maybe_serialize($updatedData) |
| 391 |
]); |
| 392 |
} |
| 393 |
|
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$message = $isUpdate |
| 395 |
? __('Your saved search has been updated successfully!', 'fluent-support') |
| 396 |
: __('Your search has been saved successfully!', 'fluent-support'); |
| 397 |
|
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return [ |
| 399 |
'message' => $message, |
| 400 |
]; |
| 401 |
} |
| 402 |
|
| 403 |
private static function addOrUpdateSearchData(array $existingData, array $searchData): array |
| 404 |
{ |
| 405 |
if (isset($searchData['id'])) { |
| 406 |
$updated = false; |
| 407 |
|
| 408 |
// Update the existing record with the matching ID |
| 409 |
foreach ($existingData as &$record) { |
| 410 |
if (isset($record['id']) && $record['id'] == $searchData['id']) { |
| 411 |
$record = array_merge($record, $searchData); |
| 412 |
$updated = true; |
| 413 |
break; |
| 414 |
} |
| 415 |
} |
| 416 |
|
| 417 |
// If no matching record found, append the new data |
| 418 |
if (!$updated) { |
| 419 |
$existingData[] = $searchData; |
| 420 |
} |
| 421 |
} else { |
| 422 |
// If no ID provided, generate a new one and add the data |
| 423 |
$newId = self::generateNewId($existingData); |
| 424 |
$searchData['id'] = $newId; |
| 425 |
$existingData[] = $searchData; |
| 426 |
} |
| 427 |
|
| 428 |
return $existingData; |
| 429 |
} |
| 430 |
|
| 431 |
public static function deleteSavedSearch($search_id) { |
| 432 |
$agent_id = get_current_user_id(); |
| 433 |
$existingRecord = Meta::where('object_id', $agent_id) |
| 434 |
->where('object_type', 'search_meta') |
| 435 |
->where('key', 'label_search') |
| 436 |
->first(); |
| 437 |
|
| 438 |
if ($existingRecord) { |
| 439 |
$existingData = Helper::safeUnserialize($existingRecord->value) ?: []; |
| 440 |
|
| 441 |
$updatedData = array_filter($existingData, function ($item) use ($search_id) { |
| 442 |
return isset($item['id']) && $item['id'] != $search_id; |
| 443 |
}); |
| 444 |
|
| 445 |
if (count($existingData) !== count($updatedData)) { |
| 446 |
$existingRecord->update([ |
| 447 |
'value' => maybe_serialize(array_values($updatedData)) |
| 448 |
]); |
| 449 |
return [ |
| 450 |
'message' => __('Search deleted successfully.', 'fluent-support'), |
| 451 |
]; |
| 452 |
} |
| 453 |
|
| 454 |
return [ |
| 455 |
'message' => __('Search ID not found.', 'fluent-support'), |
| 456 |
]; |
| 457 |
} |
| 458 |
} |
| 459 |
|
| 460 |
private static function generateNewId(array $existingData): int |
| 461 |
{ |
| 462 |
if (empty($existingData)) { |
| 463 |
return 1; |
| 464 |
} |
| 465 |
|
| 466 |
$maxId = max(array_column($existingData, 'id')); |
| 467 |
return $maxId + 1; |
| 468 |
} |
| 469 |
} |
| 470 |
|
