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

ResponseService.php in Fluent Support – Helpdesk & Customer Support Ticket System 2.3.1, at app/Services/Tickets/ResponseService.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\Services\Helper;
8	use FluentSupport\App\Services\Includes\UploadService;
9	use FluentSupport\Framework\Support\Arr;
10
11	class ResponseService
12	{
13	/**
14	* createResponse method is responsible for create responses to ticket by agent or customer
15	* @param $data
16	* @param $person
17	* @param $ticket
18	* @return array\|false
19	*/
20	public function createResponse($data, $person, $ticket, $silently = false)
21	{
22	if (empty($data['content'])) {
23	return false;
24	}
25
26	$cc_emails = Arr::get($data, 'cc_emails', []);
27
28	$informationalReply = Arr::get($data, 'informational_reply', false);
29	// Adding support for shortcode in agent response
30	if ($person->person_type == 'agent') {
31	$data['content'] = apply_filters('fluent_support/parse_smartcode_data', $data['content'], [
32	'customer' => $ticket->customer,
33	'agent' => $person
34	]);
35	}
36
37	if ($person->person_type == 'agent' && Arr::get($data, 'conversation_type', 'response') == 'response') {
38	$data['content'] = $this->maybeAppendSignature($data['content'], $person);
39	}
40
41	$convoType = Arr::get($data, 'conversation_type', 'response');
42
43	$content = wp_unslash(wp_kses_post($data['content']));
44	$resetWaitingSince = apply_filters('fluent_support/reset_waiting_since', true, $content);
45	$content = apply_filters('fluent_support/response_content_before_use_anywhere', $content);
46	$response = [
47	'person_id' => $person->id,
48	'ticket_id' => $ticket->id,
49	'conversation_type' => $convoType,
50	'content' => $content,
51	'source' => Arr::get($data, 'source', 'web'),
52	'content_hash' => md5($content)
53	];
54
55	if (!empty($data['message_id'])) {
56	$response['message_id'] = sanitize_text_field($data['message_id']);
57	}
58
59	$response = apply_filters('fluent_support/new_' . $person->person_type . '_' . $convoType, $response, $ticket, $person);
60
61	$createdResponse = \FluentSupport\App\Models\Conversation::create($response);
62
63	if (!empty($cc_emails)) {
64	//Store cc emails in meta settings for the response
65	$createdResponse->updateSettingsValue('cc_email', $cc_emails);
66
67	//Store all the carbon copy customers under the ticket
68	$existingCcEmails = $ticket->getSettingsValue('all_cc_email', []);
69	$newData = array_merge($existingCcEmails, $cc_emails);
70	$ticket->updateSettingsValue('all_cc_email', array_unique($newData));
71	}
72
73	$createdResponse->load('person');
74
75	if ($person->person_type == 'agent' && $ticket->status == 'new' && $convoType == 'response') {
76	$ticket->status = 'active';
77	if ($ticket->created_at) {
78	$ticket->first_response_time = strtotime(current_time('mysql')) - strtotime($ticket->created_at);
79	} else {
80	$ticket->first_response_time = 300;
81	}
82	}
83
84	$agentAdded = false;
85	$previousAgentId = (int) $ticket->agent_id;
86	$updateData = [];
87
88	if ($person->person_type == 'agent') {
89	if (!$ticket->agent_id && $convoType == 'response') {
90	$ticket->agent_id = $person->id;
91	$agentAdded = true;
92	$updateData = [
93	'agent_id' => $person->id
94	];
95	}
96
97	if ($convoType == 'response') {
98	if ($resetWaitingSince && !$informationalReply) {
99	$ticket->last_agent_response = current_time('mysql');
100	$ticket->waiting_since = current_time('mysql');
101	}
102	}
103	} else {
104
105	if ($ticket->last_agent_response && strtotime($ticket->last_agent_response) > strtotime($ticket->last_customer_response)) {
106	$ticket->waiting_since = current_time('mysql');
107	}
108
109	$ticket->last_customer_response = current_time('mysql');
110	}
111
112	if ($convoType == 'response') {
113	$ticket->response_count += 1;
114	}
115
116	$closed = false;
117	if (Arr::get($data, 'close_ticket') == 'yes' && $ticket->status != 'closed') {
118	$ticket->status = 'closed';
119	$ticket->resolved_at = current_time('mysql');
120	$ticket->closed_by = $person->id;
121	$ticket->total_close_time = current_time('timestamp') - strtotime($ticket->created_at);
122	$closed = true;
123
124	$internalNote = __('Ticket has been closed', 'fluent-support');
125
126	$internalNote = apply_filters('fluent_support/ticket_close_internal_note', $internalNote, $ticket);
127
128	if ($internalNote) {
129	Conversation::create([
130	'ticket_id' => $ticket->id,
131	'person_id' => $person->id,
132	'conversation_type' => 'internal_info',
133	'content' => $internalNote
134	]);
135	}
136	}
137
138	$ticket->save();
139
140	Helper::tempImageMoveUploadDir($ticket->id, 'conversation', $createdResponse->id, $person->id);
141
142	//If file upload failed to local during create response
143	if ($attachmentHashes = Arr::get($data, 'attachments', [])) {
144	$attachments = Attachment::where('ticket_id', $ticket->id)
145	->whereIn('file_hash', $attachmentHashes)
146	->where('status', 'in-active')
147	->get();
148
149	if (!$attachments->isEmpty()) {
150	$storageDriver = Helper::getUploadDriverKey();
151	foreach ($attachments as $attachment) {
152	if ($storageDriver != 'local') {
153	do_action_ref_array('fluent_support/finalize_file_upload_' . $storageDriver, [&$attachment, $ticket->id]);
154	}
155
156	if ($attachment->driver == 'local') {
157	$newFileInfo = UploadService::copyFileTicketFolder($attachment->file_path, $ticket->id);
158	if ($newFileInfo && !empty($newFileInfo['file_path'])) {
159	$attachment->file_path = $newFileInfo['file_path'];
160	$attachment->full_url = $newFileInfo['url'];
161	}
162	}
163
164	$attachment->ticket_id = $ticket->id;
165	$attachment->person_id = $createdResponse->person_id;
166	$attachment->conversation_id = $createdResponse->id;
167	$attachment->status = 'active';
168	$attachment->save();
169	}
170	$createdResponse->load('attachments');
171	}
172	}
173
174	if ($silently) {
175	return [
176	'response' => $createdResponse,
177	'ticket' => $ticket,
178	'update_data' => $updateData
179	];
180	}
181
182	if ($agentAdded) {
183	$assigner = Helper::getCurrentAgent();
184	$ticket->load('agent');
185
186	/*
187	* Action on ticket assign to an agent
188	*
189	* @since v1.0.0
190	* @param object $person
191	* @param object $ticket
192	* @param object $assigner
193	*/
194	do_action('fluent_support/agent_assigned_to_ticket', $person, $ticket, $assigner, $previousAgentId);
195	$updateData['agent'] = $ticket->agent;
196	}
197
198	/*
199	* Action on conversation
200	*
201	* @since v1.0.0
202	* @param string $convoType
203	* @param string $personType
204	* @param object $createdResponse
205	* @param object $ticket
206	* @param object $person
207	*/
208	do_action('fluent_support/' . $convoType . '_added_by_' . $person->person_type, $createdResponse, $ticket, $person);
209
210
211	if ($closed) {
212	/*
213	* Action on ticket close
214	*
215	* @since v1.0.0
216	* @param object $ticket
217	* @param object $person
218	*/
219	do_action('fluent_support/ticket_closed', $ticket, $person);
220
221	/*
222	* Action on ticket close
223	*
224	* @since v1.0.0
225	* @param string $personType
226	* @param object $ticket
227	* @param object $person
228	*/
229	do_action('fluent_support/ticket_closed_by_' . $person->person_type, $ticket, $person);
230	}
231
232	return [
233	'response' => $createdResponse,
234	'ticket' => $ticket,
235	'update_data' => $updateData
236	];
237	}
238
239	public function maybeAppendSignature($content, $person)
240	{
241	if ($person->getMeta('agent_signature_enabled', 'no') !== 'yes') {
242	return $content;
243	}
244
245	$signature = $person->getMeta('agent_signature', '');
246	$hasText = !empty(trim(strip_tags($signature)));
247	$hasImage = (bool) preg_match('/<img[\s>]/i', $signature);
248	if (!$hasText && !$hasImage) {
249	return $content;
250	}
251
252	return $content . '<div class="fs_agent_signature">' . $signature . '</div>';
253	}
254	}
255