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

InternalNotificationHandler.php in Fluent Support – Helpdesk & Customer Support Ticket System 2.3.1, at app/Hooks/Handlers/InternalNotificationHandler.php

322 lines 11.8 KB

Raw Download Zip

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	if ((int) $ticket->agent_id !== (int) $assignedAgent->id) {
102	return;
103	}
104
105	$accessibleAgents = $this->filterTicketAccessibleAgents([$assignedAgent], $ticket);
106
107	if (!$accessibleAgents) {
108	return;
109	}
110
111	$assignerId = (!empty($assigner) && !empty($assigner->id)) ? (int) $assigner->id : null;
112	$recipientIds = (new RecipientResolver())->extractRecipientPersonIds($accessibleAgents);
113
114	if (!$recipientIds) {
115	return;
116	}
117
118	$eventType = $this->hasPreviousAssignment($previousAgentId)
119	? NotificationEventMap::TICKET_REASSIGNED
120	: NotificationEventMap::TICKET_ASSIGNED;
121
122	(new NotificationService())->createNotification([
123	'actor_id' => $assignerId,
124	'ticket_id' => $ticket->id,
125	'event_type' => $eventType,
126	'channel' => 'web',
127	'payload' => [
128	'ticket_title' => $ticket->title,
129	'ticket_priority' => $ticket->priority,
130	'assignment_type' => $eventType === NotificationEventMap::TICKET_REASSIGNED ? 'reassignment' : 'assignment',
131	'assigned_agent' => $this->formatPerson($assignedAgent),
132	'assigner' => $this->formatPerson($assigner)
133	]
134	], $recipientIds);
135	}
136
137	public function handleCustomerReply($response, $ticket, $person)
138	{
139	$recipientResolver = new RecipientResolver();
140	$assignedAgent = $recipientResolver->resolveAssignedAgent($ticket);
141
142	if (!$assignedAgent) {
143	return;
144	}
145
146	$recipientIds = $recipientResolver->extractRecipientPersonIds([$assignedAgent]);
147
148	if (!$recipientIds) {
149	return;
150	}
151
152	(new NotificationService())->createNotification([
153	'actor_id' => $person->id,
154	'ticket_id' => $ticket->id,
155	'conversation_id' => $response->id,
156	'event_type' => NotificationEventMap::CUSTOMER_REPLIED,
157	'channel' => 'web',
158	'payload' => [
159	'ticket_title' => $ticket->title,
160	'ticket_priority' => $ticket->priority,
161	'customer' => $this->formatPerson($person),
162	'conversation_type' => $response->conversation_type,
163	'content_preview' => $this->makeContentPreview($response->content)
164	]
165	], $recipientIds);
166	}
167
168	public function handleTicketClosed($ticket, $person)
169	{
170	$this->createStatusNotification($ticket, $person, NotificationEventMap::TICKET_CLOSED);
171	}
172
173	public function handleTicketReopened($ticket, $person)
174	{
175	$this->createStatusNotification($ticket, $person, NotificationEventMap::TICKET_REOPENED);
176	}
177
178	public function handleWorkflowTriggered($workflow, $ticket, $person = null, $context = [])
179	{
180	if (!$workflow \|\| !$ticket \|\| empty($ticket->id)) {
181	return;
182	}
183
184	$actorId = (!empty($person) && !empty($person->id)) ? (int) $person->id : null;
185	$recipientResolver = new RecipientResolver();
186	$assignedAgent = $recipientResolver->resolveAssignedAgent($ticket);
187
188	if (!$assignedAgent) {
189	return;
190	}
191
192	$recipientIds = $recipientResolver->extractRecipientPersonIds([$assignedAgent]);
193
194	if (!$recipientIds) {
195	return;
196	}
197
198	$context = is_array($context) ? $context : [];
199
200	(new NotificationService())->createNotification([
201	'actor_id' => $actorId,
202	'ticket_id' => $ticket->id,
203	'event_type' => NotificationEventMap::WORKFLOW_TRIGGERED,
204	'channel' => 'web',
205	'payload' => [
206	'ticket_title' => $ticket->title,
207	'ticket_priority'=> $ticket->priority,
208	'workflow_id' => !empty($workflow->id) ? (int) $workflow->id : null,
209	'workflow_name' => !empty($workflow->title) ? $workflow->title : __('Workflow', 'fluent-support'),
210	'trigger_type' => !empty($workflow->trigger_type) ? $workflow->trigger_type : null,
211	'trigger_key' => !empty($workflow->trigger_key) ? $workflow->trigger_key : null,
212	'summary' => $this->makeWorkflowSummary($workflow, $context),
213	'actor' => $this->formatPerson($person),
214	'context' => [
215	'source' => !empty($context['source']) ? sanitize_text_field($context['source']) : null,
216	'event' => !empty($context['event']) ? sanitize_text_field($context['event']) : null
217	]
218	]
219	], $recipientIds);
220	}
221
222	protected function createStatusNotification($ticket, $person, $eventType)
223	{
224	$actorId = (!empty($person) && !empty($person->id)) ? (int) $person->id : null;
225	$recipientResolver = new RecipientResolver();
226	$assignedAgent = $recipientResolver->resolveAssignedAgent($ticket);
227
228	if (!$assignedAgent) {
229	return;
230	}
231
232	$recipientIds = $recipientResolver->extractRecipientPersonIds([$assignedAgent]);
233
234	if (!$recipientIds) {
235	return;
236	}
237
238	(new NotificationService())->createNotification([
239	'actor_id' => $actorId,
240	'ticket_id' => $ticket->id,
241	'event_type' => $eventType,
242	'channel' => 'web',
243	'payload' => [
244	'ticket_title' => $ticket->title,
245	'ticket_priority' => $ticket->priority,
246	'status' => $eventType === NotificationEventMap::TICKET_CLOSED ? 'closed' : 'reopened',
247	'actor' => $this->formatPerson($person)
248	]
249	], $recipientIds);
250	}
251
252	protected function hasPreviousAssignment($previousAgentId)
253	{
254	return (int) $previousAgentId > 0;
255	}
256
257	protected function filterTicketAccessibleAgents($agents, $ticket)
258	{
259	if (empty($agents)) {
260	return [];
261	}
262
263	$agentIds = [];
264	foreach ($agents as $agent) {
265	$agentIds[] = $agent->id;
266	}
267
268	$metas = Meta::where('object_type', 'person_meta')
269	->where('key', 'agent_restrictions')
270	->whereIn('object_id', $agentIds)
271	->get();
272
273	$restrictionsMap = [];
274	foreach ($metas as $meta) {
275	$restrictionsMap[$meta->object_id] = Helper::safeUnserialize($meta->value) ?: [];
276	}
277
278	$ticketAccess = new AgentTicketAccess();
279	$accessibleAgents = [];
280
281	foreach ($agents as $agent) {
282	$restrictions = $restrictionsMap[$agent->id] ?? [];
283	if ($ticketAccess->canAccess($agent, $ticket, $restrictions)) {
284	$accessibleAgents[] = $agent;
285	}
286	}
287
288	return $accessibleAgents;
289	}
290
291	protected function makeContentPreview($content)
292	{
293	return wp_html_excerpt(wp_strip_all_tags((string) $content), 180, '...');
294	}
295
296	protected function makeWorkflowSummary($workflow, array $context = [])
297	{
298	$workflowName = !empty($workflow->title) ? $workflow->title : __('Workflow', 'fluent-support');
299	$source = !empty($context['source']) ? sanitize_text_field($context['source']) : 'workflow';
300
301	if ($source === 'manual') {
302	return sprintf(__('Manual workflow "%s" was run', 'fluent-support'), $workflowName);
303	}
304
305	return sprintf(__('Automation workflow "%s" was triggered', 'fluent-support'), $workflowName);
306	}
307
308	protected function formatPerson($person)
309	{
310	if (!$person) {
311	return null;
312	}
313
314	return [
315	'id' => (int) $person->id,
316	'person_type' => $person->person_type,
317	'name' => $person->full_name ?: $person->email,
318	'email' => $person->email
319	];
320	}
321	}
322