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

TicketService.php in Fluent Support – Helpdesk & Customer Support Ticket System 2.3.1, at app/Services/Tickets/TicketService.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\Models\MailBox;
8	use FluentSupport\App\Models\Ticket;
9	use FluentSupport\App\Services\Helper;
10	use FluentSupport\App\Services\Includes\UploadService;
11	use FluentSupport\Framework\Support\Arr;
12
13	class TicketService
14	{
15	/**
16	* this function will set the ticket status as closed
17	* @param $ticket
18	* @param $person
19	* @param string $internalNote
20	* @param bool $silently
21	* @return mixed
22	*/
23
24	public function close($ticket, $person, $internalNote = '', $silently = 'no')
25	{
26	if ($ticket->status != 'closed') {
27	$ticket->status = 'closed';
28	$ticket->resolved_at = current_time('mysql');
29	$ticket->closed_by = $person->id;
30	$ticket->total_close_time = current_time('timestamp') - strtotime($ticket->created_at);
31	$ticket->save();
32
33	if ('no' == $silently) {
34	do_action('fluent_support/ticket_closed', $ticket, $person);
35	do_action('fluent_support/ticket_closed_by_' . $person->person_type, $ticket, $person);
36	}
37
38	if (!$internalNote) {
39	$internalNote = __('Ticket has been closed', 'fluent-support');
40	}
41
42	//Keep track in conversation
43	Conversation::create([
44	'ticket_id' => $ticket->id,
45	'person_id' => $person->id,
46	'conversation_type' => 'internal_info',
47	'content' => $internalNote
48	]);
49	}
50
51	return $ticket;
52	}
53
54	public function reopen($ticket, $person)
55	{
56	if ($ticket->status == 'closed') {
57	$ticket->status = 'active';
58	$ticket->waiting_since = current_time('mysql');
59	$ticket->resolved_at = null;
60	$ticket->save();
61
62	/*
63	* Action on ticket reopen
64	*
65	* @since v1.0.0
66	* @param object $ticket
67	* @param object $person
68	*/
69	do_action('fluent_support/ticket_reopen', $ticket, $person);
70	do_action('fluent_support/ticket_reopen_by_' . $person->person_type, $ticket, $person);
71	Conversation::create([
72	'ticket_id' => $ticket->id,
73	'person_id' => $person->id,
74	'conversation_type' => 'internal_info',
75	'content' => __('Ticket has been reopened', 'fluent-support')
76	]);
77	}
78
79	return $ticket;
80	}
81
82	public function onAgentChange($ticket, $person)
83	{
84	do_action('fluent_support/ticket_agent_change', $ticket, $person);
85	Conversation::create([
86	'ticket_id' => $ticket->id,
87	'person_id' => $person->id,
88	'conversation_type' => 'internal_info',
89	'content' => $ticket->agent->user_id !== $person->user_id ?
90	$person->full_name . __(' assigned ', 'fluent-support') . $ticket->agent->full_name . __(' in this ticket', 'fluent-support') :
91	$person->full_name .__( ' assign this ticket to self', 'fluent-support')
92	]);
93
94	return $person;
95	}
96
97	/**
98	* This `addTicketAttachments` method is responsible for adding attachments to ticket
99	* @param array $data
100	* @param array $disabledFields
101	* @param \FluentSupport\App\Models\Ticket $ticket
102	* @param object $customer
103	* @return \FluentSupport\App\Models\Ticket $ticket
104	* @since 1.5.7
105	*/
106	public static function addTicketAttachments($data, $disabledFields, $ticket, $customer)
107	{
108	Helper::tempImageMoveUploadDir($ticket->id, 'ticket-create', null, $customer->id);
109
110	if (($attachmentsHashes = Arr::get($data, 'attachments')) && !in_array('file_upload', $disabledFields)) {
111	$attachments = Attachment::whereIn('file_hash', $attachmentsHashes)
112	->where('status', 'in-active')
113	->get();
114
115	if ($attachments->isEmpty()) {
116	return $ticket;
117	}
118
119	$storageDriver = Helper::getUploadDriverKey();
120
121	if ($storageDriver != 'local') {
122	foreach ($attachments as $attachment) {
123	do_action_ref_array('fluent_support/finalize_file_upload_' . $storageDriver, [&$attachment, $ticket->id]);
124	}
125	}
126
127	foreach ($attachments as $attachment) {
128	if ($attachment->driver == 'local') {
129	$newFileInfo = UploadService::copyFileTicketFolder($attachment->file_path, $ticket->id);
130	if ($newFileInfo) {
131	$attachment->file_path = $newFileInfo['file_path'];
132	$attachment->full_url = $newFileInfo['url'];
133	}
134	}
135
136	$attachment->ticket_id = $ticket->id;
137	$attachment->person_id = $customer->id;
138	$attachment->status = 'active';
139	$attachment->save();
140	}
141
142	$ticket->load('attachments');
143	}
144
145	return $ticket;
146	}
147
148	/**
149	* Sanitize ticket data, create the ticket, handle attachments & custom fields, fire hooks.
150	* Shared by TicketController::createTicket and ProTicketService::handleSplitTicket.
151	*
152	* @param array $ticketData
153	* @param \FluentSupport\App\Models\Customer $customer
154	* @return \FluentSupport\App\Models\Ticket
155	*/
156	public function storeTicket($ticketData, $customer)
157	{
158	if (empty($ticketData['mailbox_id'])) {
159	$mailbox = Helper::getDefaultMailBox();
160	if ($mailbox) {
161	$ticketData['mailbox_id'] = $mailbox->id;
162	}
163	} else {
164	$mailbox = MailBox::findOrFail($ticketData['mailbox_id']);
165	}
166
167	if (!empty($ticketData['product_id'])) {
168	$ticketData['product_source'] = 'local';
169	}
170
171	$ticketData['title'] = sanitize_text_field(wp_unslash($ticketData['title']));
172	$ticketData['content'] = wp_specialchars_decode(wp_unslash(wp_kses_post($ticketData['content'])));
173
174	if (!empty($ticketData['priority'])) {
175	$ticketData['priority'] = sanitize_text_field($ticketData['priority']);
176	}
177
178	if (!empty($ticketData['client_priority'])) {
179	$ticketData['client_priority'] = sanitize_text_field($ticketData['client_priority']);
180	}
181
182	$ticketData = apply_filters('fluent_support/create_ticket_data', $ticketData, $customer);
183
184	do_action('fluent_support/before_ticket_create', $ticketData, $customer);
185
186	$createdTicket = Ticket::create($ticketData);
187
188	$disabledFields = apply_filters('fluent_support/disabled_ticket_fields', []);
189	$disabledFields = array_diff($disabledFields, ['file_upload']);
190	self::addTicketAttachments($ticketData, $disabledFields, $createdTicket, $customer);
191
192	if (defined('FLUENTSUPPORTPRO') && !empty($ticketData['custom_fields'])) {
193	$createdTicket->syncCustomFields($ticketData['custom_fields']);
194	}
195
196	$agent = Helper::getAgentByUserId();
197	if ($agent) {
198	$isAgentInitiated = Arr::get($ticketData, 'agent_initiated') === 'yes';
199	$createdTicket->created_by = $agent->id;
200
201	if ($isAgentInitiated) {
202	// Skip all ticket creation emails for agent-initiated tickets
203	add_filter('fluent_support/should_send_notification', function ($shouldSend, $channel, $type) {
204	if ($channel === 'email' && in_array($type, ['ticket_created_email_to_customer', 'ticket_created_email_to_admin', 'ticket_created_by_agent_email_to_customer'])) {
205	return false;
206	}
207	return $shouldSend;
208	}, 10, 3);
209
210	$initializedMessage = $agent->full_name . __(' initialized this ticket', 'fluent-support');
211
212	$responseContent = apply_filters('fluent_support/parse_smartcode_data', $createdTicket->content, [
213	'customer' => $customer,
214	'agent' => $agent,
215	'ticket' => $createdTicket,
216	]);
217
218	$responseContent = (new ResponseService())->maybeAppendSignature($responseContent, $agent);
219	$responseContent = wp_kses_post($responseContent);
220
221	// Agent response: actual ticket content — sends reply email to customer
222	$agentResponse = Conversation::create([
223	'ticket_id' => $createdTicket->id,
224	'person_id' => $agent->id,
225	'conversation_type' => 'response',
226	'content' => $responseContent
227	]);
228
229	if ($attachmentHashes = Arr::get($ticketData, 'attachments', [])) {
230	Attachment::where('ticket_id', $createdTicket->id)
231	->whereIn('file_hash', $attachmentHashes)
232	->where('status', 'active')
233	->update([
234	'person_id' => $agentResponse->person_id,
235	'conversation_id' => $agentResponse->id
236	]);
237
238	$agentResponse->load('attachments');
239	}
240
241	do_action('fluent_support/agent_initiated_ticket_response', $agentResponse, $createdTicket, $agent);
242
243	$createdTicket->content = $initializedMessage;
244
245	}
246
247	$createdTicket->save();
248	}
249
250	do_action('fluent_support/ticket_created', $createdTicket, $customer);
251	do_action('fluent_support/ticket_created_behalf_of_customer', $createdTicket, $customer, $agent);
252
253	return $createdTicket;
254	}
255
256	// Callers own authorization — this also runs in system contexts (developer API, GDPR erasure, cron) with no current user.
257	public function deleteTicket($ticket, $agent = null)
258	{
259	if (!$agent) {
260	$agent = Helper::getAgentByUserId();
261	}
262
263	$ticketData = [
264	'id' => $ticket->id,
265	'title' => $ticket->title
266	];
267
268	do_action('fluent_support/deleting_ticket', $ticket);
269	$ticket->delete();
270	do_action('fluent_support/ticket_deleted', $agent, $ticketData);
271	}
272
273	}
274