fluent-support / app / Services / Tickets / Importer / BaseImporter.php

BaseImporter.php in Fluent Support – Helpdesk & Customer Support Ticket System 2.3.0, at app/Services/Tickets/Importer/BaseImporter.php

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1	<?php
2
3	namespace FluentSupport\App\Services\Tickets\Importer;
4
5	use FluentSupport\App\Models\Agent;
6	use FluentSupport\App\Models\Attachment;
7	use FluentSupport\App\Models\Customer;
8	use FluentSupport\App\Models\Person;
9	use FluentSupport\App\Models\Ticket;
10	use FluentSupport\App\Services\Helper;
11	use FluentSupport\Framework\Support\Arr;
12
13	abstract class BaseImporter
14	{
15	protected $db;
16	protected $handler = '';
17	protected $mailbox;
18	protected $limit = 20;
19	protected $ticketUpdatedSince;
20
21	public function __construct()
22	{
23	$this->db = Helper::FluentSupport('db');
24	$this->mailbox = Helper::getDefaultMailBox();
25	$this->limit = apply_filters('fluent_support/ticket_import_chunk_limit', 20);
26	$this->ticketUpdatedSince = apply_filters('fluent_support/fs_tickets_updated_since', '2010-01-19T02:00:00Z');
27	}
28	/**
29	* This method `stats` returns an array of ticket stats of targeted helpdesk system
30	*
31	* @return array
32	*/
33	abstract public function stats();
34
35	/**
36	* This method `doMigration` is responsible for migrating tickets from targeted helpdesk system
37	* and it returns an array with migration response
38	*
39	* @param int $page
40	* @param string $handler
41	* @return array
42	*/
43	abstract public function doMigration($page, $handler);
44
45	/**
46	* This method `deleteTickets` delete tickets and related data from targeted helpdesk once the
47	* migration process done successfully
48	*
49	* @param int $page // this will be migrated ticket page number
50	* @return array
51	*/
52	abstract public function deleteTickets($page);
53
54	/**
55	* This method `migrateTickets` migrate tickets on Fluent Support with the help of `migrateTicket` method
56	*
57	* @param array $tickets // array of tickets with all required data
58	* @return array
59	*/
60	public function migrateTickets($tickets)
61	{
62	$insertIds = [];
63	$skips = [];
64	foreach ($tickets as $ticket) {
65	$createdTicket = $this->migrateTicket($ticket);
66	if ($createdTicket) {
67	$insertIds[] = $createdTicket->id;
68	} else {
69	$skips[] = $ticket;
70	}
71	}
72
73	return [
74	'inserts' => $insertIds,
75	'skips' => $skips
76	];
77	}
78
79	/**
80	* This method `migrateTicket` is responsible for migrating a single ticket in Fluent Support
81	*
82	* @param array $ticketData
83	* @return \FluentSupport\App\Models\Ticket $createdTicket
84	*/
85	public function migrateTicket($ticketData)
86	{
87	if ($this->isMigrated($ticketData['origin_id'])) {
88	return false;
89	}
90
91	$fillables = (new Ticket())->getFillable();
92	$fillables[] = 'created_at';
93	$fillables[] = 'updated_at';
94
95	$data = array_filter(Arr::only($ticketData, $fillables));
96
97	if (!isset($data['content'])) {
98	$data['content'] = '';
99	}
100
101	$data['customer_id'] = $ticketData['customer']['id'];
102
103	if (!empty($ticketData['agent'])) {
104	$data['agent_id'] = $ticketData['agent']['id'];
105	}
106
107	if (empty($ticketData['mailbox_id']) && $this->mailbox) {
108	$data['mailbox_id'] = $this->mailbox->id;
109	}
110
111	$data = $this->addMetaData($data);
112
113	$createdTicketId = $this->db->table('fs_tickets')
114	->insertGetId($data);
115
116	if (!$createdTicketId) {
117	return false;
118	}
119
120	$createdTicket = Ticket::find($createdTicketId);
121
122
123	if (!empty($ticketData['attachments'])) {
124	foreach ($ticketData['attachments'] as $attachmentData) {
125	$attachmentData['person_id'] = $createdTicket->customer_id;
126	$attachmentData['ticket_id'] = $createdTicket->id;
127	Attachment::create($attachmentData);
128	}
129	}
130
131	if (!$createdTicket) {
132	return false;
133	}
134
135	Helper::updateTicketMeta($createdTicket->id, '_' . $this->handler . '_origin_id', $ticketData['origin_id']);
136
137	if (empty($ticketData['replies'])) {
138	return $createdTicket;
139	}
140
141	// Let's migrate the replies
142	$lastAgentResponseTime = $createdTicket->last_customer_response;
143	$lastCustomerResponseTime = $createdTicket->waiting_since;
144	$waitingSince = $createdTicket->waiting_since;
145	$responseCount = 0;
146	$firstResponseTimestamp = false;
147
148	$defualtAgentId = false;
149
150	foreach ($ticketData['replies'] as $reply) {
151
152	$replyData = Arr::only($reply, [
153	'content',
154	'conversation_type',
155	'created_at',
156	'updated_at'
157	]);
158
159	if (!isset($replyData['content']) \|\| empty($replyData['content'])) {
160	continue;
161	}
162
163	$replyData['ticket_id'] = $createdTicket->id;
164	$replyData['source'] = $this->handler;
165	$replyData['content_hash'] = md5($replyData['content']);
166
167	$person = ($reply['is_customer_reply']) ? $this->getPerson($reply['user']) : $this->getPerson($reply['user'], 'agent');
168
169	if (!$person) {
170	continue; // person could not be found
171	}
172
173	$replyData['person_id'] = intval($person->id);
174
175	if ($replyData['conversation_type'] == 'response') {
176	$responseCount++;
177	}
178
179	if ($reply['is_customer_reply']) {
180	$replyCreatedAt = $replyData['created_at'] ?? null;
181	if (strtotime($lastCustomerResponseTime) < strtotime($replyCreatedAt)) {
182	$lastCustomerResponseTime = $replyCreatedAt;
183	}
184	} else if ($replyData['conversation_type'] == 'response') {
185	$replyCreatedAt = $replyData['created_at'] ?? null;
186
187	if (!$firstResponseTimestamp && $replyCreatedAt) {
188	$firstResponseTimestamp = $replyCreatedAt;
189	}
190
191	if (strtotime($lastAgentResponseTime) < strtotime($replyCreatedAt)) {
192	$lastAgentResponseTime = $replyCreatedAt;
193	$waitingSince = $replyCreatedAt;
194	}
195
196	$defualtAgentId = $person->id;
197	}
198
199	$conversionId = $this->db->table('fs_conversations')
200	->insertGetId($replyData);
201
202	if (!empty($reply['attachments'])) {
203	foreach ($reply['attachments'] as $attachmentData) {
204	$attachmentData['ticket_id'] = $createdTicket->id;
205	$attachmentData['person_id'] = $person->id;
206	$attachmentData['conversation_id'] = $conversionId;
207	Attachment::create($attachmentData);
208	}
209	}
210	}
211
212	$ticketUpdateData = array_filter([
213	'last_customer_response' => $lastAgentResponseTime,
214	'waiting_since' => $waitingSince,
215	'response_count' => $responseCount
216	]);
217
218	if(!$createdTicket->agent_id && $defualtAgentId) {
219	$ticketUpdateData['agent_id'] = $defualtAgentId;
220	}
221
222	if ($firstResponseTimestamp && !empty($createdTicket->crerated_at)) {
223	$ticketUpdateData['first_response_time'] = strtotime($firstResponseTimestamp) - strtotime($createdTicket->crerated_at);
224	}
225
226	if ($createdTicket->status == 'closed' && !empty($createdTicket->resolved_at) && !empty($createdTicket->crerated_at)) {
227	$ticketUpdateData['total_close_time'] = strtotime($createdTicket->resolved_at) - strtotime($createdTicket->crerated_at);
228	}
229
230	if ($ticketUpdateData) {
231	$createdTicket->fill($ticketUpdateData);
232	$createdTicket->save();
233	}
234
235	return $createdTicket;
236	}
237
238	/**
239	* This `getPerson` method will get associated person with a tickets or conversation
240	* @param array $personData
241	* @param string $type user type default is `customer`
242	* @return object\|false $person
243	*/
244	protected function getPerson($personData, $type = 'customer')
245	{
246
247	static $cachedPerson = [];
248
249	$personData = (array) $personData;
250
251	if (!empty($personData['user_id'])) {
252	if (isset($personData[$personData['user_id'] . '_' . $type])) {
253	return $personData[$personData['user_id'] . '_' . $type];
254	}
255	}
256
257	if ($type == 'customer') {
258	if (!empty($personData['user_id']) \|\| !empty($personData['email'])) {
259	$person = Customer::maybeCreateCustomer($personData);
260	if ($person) {
261	$cachedPerson[$person->user_id . '_' . $type] = $person;
262	}
263	return $person;
264	}
265	return false;
266	}
267
268	if (!empty($personData['user_id'])) {
269	$person = Person::where('user_id', $personData['user_id'])
270	->where('person_type', $type)
271	->first();
272	if ($person) {
273	$cachedPerson[$person->user_id . '_' . $type] = $person;
274
275	return $person;
276	}
277	}
278
279	if (!empty($personData['email'])) {
280	$person = Person::where('email', $personData['email'])
281	->where('person_type', $type)
282	->first();
283	if ($person) {
284	$cachedPerson[$person->user_id . '_' . $type] = $person;
285	return $person;
286	}
287	}
288
289	$user = false;
290
291	if (!empty($personData['user_id'])) {
292	$user = get_user_by('ID', $personData['user_id']);
293	} else if (!empty($personData['email'])) {
294	$user = get_user_by('email', $personData['email']);
295	}
296
297	if (!$user && 'agent' == $type) {
298	$person = Agent::updateOrCreate(
299	[
300	'email' => Arr::get($personData, 'email'),
301	],
302	[
303	'first_name' => $personData['first_name'] ?? '',
304	'last_name' => $personData['last_name'] ?? '',
305	'email' => $personData['email'] ?? '',
306	'type' => $type
307	]
308	);
309
310	return $person;
311	}
312
313
314	if ($user){
315	$personData['user_id'] = $user->ID;
316	$personData['first_name'] = $user->first_name;
317	$personData['last_name'] = $user->last_name;
318	$personData['last_name'] = $user->last_name;
319	$personData['email'] = $user->user_email;
320
321	if (empty($personData['full_name'])) {
322	$personData['full_name'] = $user->display_name;
323	}
324
325	}
326
327	if (empty($personData['first_name']) && $personData['last_name'] && !empty($personData['name'])) {
328	$fullNameArray = explode(' ', $personData['name']);
329	$personData['first_name'] = array_shift($fullNameArray);
330	if ($fullNameArray) {
331	$personData['last_name'] = implode(' ', $fullNameArray);
332	}
333	unset($personData['name']);
334	}
335
336
337	$personData['person_type'] = $type;
338
339	$person = Person::create($personData);
340	$cachedPerson[$person->user_id . '_' . $type] = $person;
341	return $person;
342	}
343
344	protected function fallbackAgentId()
345	{
346	$agent = Person::where('person_type', 'agent')
347	->oldest('id')
348	->select(['id'])
349	->first();
350
351	return (int)$agent->id;
352	}
353
354	protected function isMigrated($originId)
355	{
356	$exist = $this->db->table('fs_meta')
357	->where('object_type', 'ticket_meta')
358	->where('key', '_' . $this->handler . '_origin_id')
359	->where('value', $originId)
360	->first();
361
362	return !!$exist;
363	}
364
365	protected function addMetaData($ticketData)
366	{
367	if (empty($ticketData['slug'])) {
368	$ticketData['slug'] = Ticket::slugify($ticketData['title']);
369	}
370
371	$ticketData['hash'] = substr(md5(time() . wp_generate_uuid4()), 0, 8) . wp_rand(1, 99);
372
373	$ticketData['content_hash'] = md5($ticketData['content']);
374
375	if (empty($ticketData['last_customer_response'])) {
376	$ticketData['last_customer_response'] = current_time('mysql');
377	}
378
379	if (empty($ticketData['created_at'])) {
380	$ticketData['created_at'] = current_time('mysql');
381	}
382	if (empty($ticketData['updated_at'])) {
383	$ticketData['updated_at'] = current_time('mysql');
384	}
385
386	if (empty($ticketData['waiting_since'])) {
387	$ticketData['waiting_since'] = current_time('mysql');
388	}
389
390	return $ticketData;
391	}
392
393
394	public function resolvePerson($personUserId)
395	{
396	$person = get_user_by('ID', $personUserId);
397
398	if (!$person) {
399	return false;
400	}
401
402	return [
403	'user_id' => $personUserId,
404	'full_name' => $person->first_name . ' ' . $person->last_name,
405	'email' => $person->user_email
406	];
407	}
408
409	public function getUnknownCustomerData($authorId): array
410	{
411	return [
412	'user_id' => 0,
413	'full_name' => 'Unknown User',
414	'email' => 'unknown-' . $authorId . '@example.com',
415	];
416	}
417	}
418