| 1 |
<?php |
| 2 |
|
| 3 |
namespace FluentSupport\App\Http\Controllers; |
| 4 |
|
| 5 |
use FluentSupport\App\Models\Agent; |
| 6 |
use FluentSupport\App\Models\Attachment; |
| 7 |
use FluentSupport\App\Models\Meta; |
| 8 |
use FluentSupport\App\Models\Customer; |
| 9 |
use FluentSupport\Framework\Http\Request\Request; |
| 10 |
use FluentSupport\Framework\Support\Arr; |
| 11 |
use FluentSupport\App\Http\Requests\TicketRequest; |
| 12 |
use FluentSupport\App\Http\Requests\TicketResponseRequest; |
| 13 |
use FluentSupport\App\Models\Conversation; |
| 14 |
use FluentSupport\App\Models\MailBox; |
| 15 |
use FluentSupport\App\Models\Product; |
| 16 |
use FluentSupport\App\Models\Ticket; |
| 17 |
use FluentSupport\App\Services\FluentCRMServices; |
| 18 |
use FluentSupport\App\Services\Helper; |
| 19 |
use FluentSupport\App\Services\ProfileInfoService; |
| 20 |
use FluentSupport\App\Services\TicketHelper; |
| 21 |
use FluentSupport\App\Services\TicketQueryService; |
| 22 |
use FluentSupport\App\Modules\PermissionManager; |
| 23 |
use FluentSupport\App\Services\Tickets\AgentTicketAccess; |
| 24 |
use FluentSupport\App\Services\Tickets\ResponseService; |
| 25 |
use FluentSupport\App\Models\AgentGroup; |
| 26 |
use FluentSupport\App\Services\Tickets\TicketService; |
| 27 |
use FluentSupport\App\Services\Integrations\FluentBooking\FluentBookingService; |
| 28 |
|
| 29 |
/** |
| 30 |
* TicketController class for REST API related to ticket |
| 31 |
* This class is responsible for getting / inserting/ modifying data for all request related to ticket |
| 32 |
* @package FluentSupport\App\Http\Controllers |
| 33 |
* |
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* @version 1.0.0 |
| 35 |
*/ |
| 36 |
class TicketController extends Controller |
| 37 |
{ |
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/** |
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* This `me` method will return the current user profile info |
| 40 |
* @param Request $request |
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* @return array |
| 42 |
*/ |
| 43 |
public function me(Request $request) |
| 44 |
{ |
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$user = wp_get_current_user(); |
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$requestData = $request->all(); |
| 47 |
$sanitizedRequest = []; |
| 48 |
foreach ($requestData as $key => $value) { |
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if (is_array($value)) { |
| 50 |
$sanitizedRequest[$key] = map_deep($value, 'sanitize_text_field'); |
| 51 |
} else { |
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$sanitizedRequest[$key] = sanitize_text_field($value); |
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} |
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} |
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|
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$settings = [ |
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'user_id' => $user->ID, |
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'email' => $user->user_email, |
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'person' => Helper::getAgentByUserId($user->ID), |
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'permissions' => PermissionManager::currentUserPermissions(), |
| 61 |
'request' => $sanitizedRequest |
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]; |
| 63 |
|
| 64 |
if ($request->getSafe('with_portal_settings', 'sanitize_text_field')) { |
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$mimeHeadings = Helper::getAcceptedMimeHeadings(); |
| 66 |
$businessSettings = (new \FluentSupport\App\Services\EmailNotification\Settings())->globalBusinessSettings(); |
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$maxFileSize = absint($businessSettings['max_file_size']); |
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|
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$portalSettings = [ |
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'support_products' => \FluentSupport\App\Models\Product::select(['id', 'title'])->get(), |
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'customer_ticket_priorities' => Helper::customerTicketPriorities(), |
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'has_file_upload' => !!Helper::ticketAcceptedFileMiles(), |
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'has_rich_text_editor' => true, |
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'max_file_size' => $maxFileSize, |
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'mime_headings' => $mimeHeadings |
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]; |
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|
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$portalSettings = apply_filters('fluent_support/customer_portal_vars', $portalSettings); |
| 79 |
$settings['portal_settings'] = $portalSettings; |
| 80 |
} |
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|
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return $settings; |
| 83 |
} |
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|
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/** |
| 86 |
* index method will return the list of ticket based on the selected filter |
| 87 |
* @param Request $request |
| 88 |
* @return array |
| 89 |
*/ |
| 90 |
public function index(Request $request) |
| 91 |
{ |
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//Selected filter type, either simple or Advanced |
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$filterType = $request->getSafe('filter_type', 'sanitize_text_field', 'simple'); |
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|
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/*Prepare Query Arguments*/ |
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$queryArgs = [ |
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'with' => [], |
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'filter_type' => $filterType, |
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'sort_by' => sanitize_sql_orderby($request->getSafe('order_by', 'sanitize_text_field', 'id')), |
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'sort_type' => $request->getSafe('order_type', 'sanitize_text_field', 'DESC') == 'DESC' ? 'DESC' : 'ASC', |
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]; |
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|
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//If the selected filter type is advanced |
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if ($filterType == 'advanced') { |
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$advanced_filters = map_deep($request->get('advanced_filters', []), 'sanitize_text_field'); |
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//Get the selected query params for advanced filter |
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$queryArgs['filters_groups_raw'] = json_decode($advanced_filters, true); |
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} else { |
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//Selected filter type is simple |
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$queryArgs['simple_filters'] = map_deep($request->get('filters', []), 'sanitize_text_field'); |
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$queryArgs['search'] = trim($request->getSafe('search', 'sanitize_text_field', '')); |
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|
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if ($customerId = $request->getSafe('customer_id', 'intval')) { |
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$queryArgs['customer_id'] = $customerId; |
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} |
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} |
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/*End Prepare Query Arguments*/ |
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|
| 119 |
$ticketsModel = (new TicketQueryService($queryArgs))->getModel(); |
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|
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$ticketsModel = $ticketsModel->with([ |
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'customer' => function ($query) { |
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$query->select(['first_name', 'last_name', 'email', 'id', 'avatar']); |
| 124 |
}, 'agent' => function ($query) { |
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$query->select(['first_name', 'last_name', 'email', 'avatar', 'id']); |
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}, |
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'mailbox', |
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'product', |
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'tags', |
| 130 |
'preview_response' => function ($query) { |
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$query->latest('id'); |
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} |
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]); |
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|
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// apply filters by access level |
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do_action_ref_array('fluent_support/tickets_query_by_permission_ref', [&$ticketsModel, false]); |
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|
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$tickets = $ticketsModel->paginate(); |
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|
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$perPage = $request->getSafe('per_page', 'intval', 15); |
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|
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// Load live activity for small page sizes (board/kanban view) |
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if ($perPage < 15) { |
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TicketHelper::loadBatchLiveActivities($tickets); |
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} |
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|
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return [ |
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'tickets' => $tickets |
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]; |
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} |
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|
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/** |
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* createTicket method will create new ticket as well as customer or WP user |
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* @param TicketRequest $request |
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* @return array |
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*/ |
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public function createTicket(TicketRequest $request) |
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{ |
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try { |
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//Sanitize and validate request data via TicketRequest |
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$data = $request->sanitize(); |
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$ticketData = $data['ticket']; |
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$maybeNewCustomer = Arr::get($data, 'newCustomer', []); |
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|
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//Include attachments if provided |
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if (!empty($data['attachments'])) { |
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$ticketData['attachments'] = $data['attachments']; |
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} |
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|
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/* |
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* If customer_id is not provided, attempt to create a new customer |
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* This handles WP user creation and customer creation |
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*/ |
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if (empty($ticketData['customer_id'])) { |
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$createdUserId = false; |
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|
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//If user selected create WP user during ticket creation |
| 178 |
if (Arr::get($ticketData, 'create_wp_user') == 'yes' && !empty($maybeNewCustomer['username'])) { |
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//Check if username already in use, if not create new user |
| 180 |
if (!username_exists($maybeNewCustomer['username'])) { |
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$authController = new AuthController(); |
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$createdUserId = $authController->createUser($maybeNewCustomer); |
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$authController->maybeUpdateUser($createdUserId, $maybeNewCustomer); |
| 184 |
} |
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} |
| 186 |
|
| 187 |
$email = Arr::get($maybeNewCustomer, 'email'); |
| 188 |
if (!$email || !is_email($email)) { |
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return $this->sendError([ |
| 190 |
'message' => __('A valid email is required to create a ticket', 'fluent-support') |
| 191 |
]); |
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} |
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|
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//Check if customer already exists by email |
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$existingCustomer = Customer::where('email', $email)->first(); |
| 196 |
|
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if ($existingCustomer) { |
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$ticketData['customer_id'] = $existingCustomer->id; |
| 199 |
} else { |
| 200 |
//Create the customer now |
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$customerData = Arr::only($maybeNewCustomer, (new Customer())->getFillable()); |
| 202 |
$customerData['user_id'] = $createdUserId; |
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$customerData = array_filter($customerData); |
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|
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$createCustomer = Customer::create($customerData); |
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|
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do_action('fluent_support/customer_created', $createCustomer); |
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|
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if (!$createCustomer) { |
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return $this->sendError([ |
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'message' => __('Customer could not be created', 'fluent-support') |
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]); |
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} |
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|
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$ticketData['customer_id'] = $createCustomer->id; |
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} |
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} |
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|
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//Get customer information from db |
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$customer = Customer::findOrFail($ticketData['customer_id']); |
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|
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//Sanitize, store ticket, handle attachments, fire hooks |
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$createdTicket = (new TicketService())->storeTicket($ticketData, $customer); |
| 224 |
|
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return [ |
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'message' => __('Ticket has been created successfully', 'fluent-support'), |
| 227 |
'ticket' => $createdTicket |
| 228 |
]; |
| 229 |
} catch (\Exception $e) { |
| 230 |
return $this->sendError([ |
| 231 |
'message' => Helper::getSafeErrorMessage($e) |
| 232 |
]); |
| 233 |
} |
| 234 |
} |
| 235 |
|
| 236 |
/** |
| 237 |
* getTicket method will return ticket information by ticket id |
| 238 |
* @param Request $request |
| 239 |
* @param $ticket_id |
| 240 |
* @return array |
| 241 |
*/ |
| 242 |
public function getTicket(Request $request, $ticket_id) |
| 243 |
{ |
| 244 |
try { |
| 245 |
//Get logged in agent information |
| 246 |
$agent = Helper::getAgentByUserId(); |
| 247 |
|
| 248 |
$ticketWith = $request->get('with'); |
| 249 |
$ticketWith = is_array($ticketWith) ? map_deep($ticketWith, 'sanitize_text_field') : null; |
| 250 |
|
| 251 |
if (!$ticketWith) { |
| 252 |
$ticketWith = ['customer', 'agent', 'product', 'mailbox', 'tags', 'attachments' => function ($q) { |
| 253 |
$q->where('status', 'active'); |
| 254 |
}]; |
| 255 |
} |
| 256 |
|
| 257 |
//Get ticket by id |
| 258 |
$ticket = Ticket::with($ticketWith)->findOrFail($ticket_id); |
| 259 |
|
| 260 |
//Eager load responses with their nested relations to avoid N+1 queries |
| 261 |
$ticket->load(['responses' => function ($q) { |
| 262 |
$q->with([ |
| 263 |
'person', |
| 264 |
'ccinfo', |
| 265 |
'attachments' => function ($q) { |
| 266 |
$q->where('status', 'active'); |
| 267 |
} |
| 268 |
]); |
| 269 |
}]); |
| 270 |
|
| 271 |
//Check if ticket is in a restricted mailbox |
| 272 |
$restrictedBusinessBoxes = PermissionManager::getRestrictedMailboxIds(); |
| 273 |
|
| 274 |
if (in_array($ticket->mailbox_id, $restrictedBusinessBoxes)) { |
| 275 |
throw new \Exception(esc_html__('Ticket cannot be fetched due to restricted mailbox', 'fluent-support')); |
| 276 |
} |
| 277 |
|
| 278 |
$this->ensureCanAccessTicket($ticket); |
| 279 |
|
| 280 |
//If ticket has customer, set custom fields and profile url |
| 281 |
if ($ticket->customer) { |
| 282 |
$customFieldsKey = apply_filters('fluent_support/custom_registration_form_fields_key', Helper::getBusinessSettings('custom_registration_form_field')); |
| 283 |
$ticket->customer->custom_field_keys = $customFieldsKey; |
| 284 |
|
| 285 |
if ($ticket->customer->user_id) { |
| 286 |
$customFieldKeysUsingHook = apply_filters('fluent_support/custom_registration_form_fields_key', []); |
| 287 |
if (!empty($customFieldKeysUsingHook)) { |
| 288 |
$allUserMeta = get_user_meta($ticket->customer->user_id); |
| 289 |
foreach ($customFieldKeysUsingHook as $key) { |
| 290 |
if (isset($allUserMeta[$key][0]) && $allUserMeta[$key][0]) { |
| 291 |
$ticket->customer->$key = $allUserMeta[$key][0]; |
| 292 |
} |
| 293 |
} |
| 294 |
} |
| 295 |
} |
| 296 |
|
| 297 |
$ticket->customer->profile_edit_url = $ticket->customer->getUserProfileEditUrl(); |
| 298 |
} |
| 299 |
|
| 300 |
//If ticket is closed, load closed by person |
| 301 |
if ($ticket->status == 'closed') { |
| 302 |
$ticket->load('closed_by_person'); |
| 303 |
} |
| 304 |
|
| 305 |
//Load agent feedback ratings if pro is active and feature is enabled |
| 306 |
if (defined('FLUENTSUPPORTPRO_PLUGIN_VERSION') && Helper::isAgentFeedbackEnabled()) { |
| 307 |
$responseIds = $ticket->responses->pluck('id')->toArray(); |
| 308 |
$feedbacks = Meta::where('object_type', 'conversation_meta') |
| 309 |
->where('key', 'agent_feedback_ratings') |
| 310 |
->whereIn('object_id', $responseIds) |
| 311 |
->get() |
| 312 |
->keyBy('object_id'); |
| 313 |
|
| 314 |
foreach ($ticket->responses as $response) { |
| 315 |
if ($feedbacks->has($response->id)) { |
| 316 |
$response->agent_feedback = $feedbacks->get($response->id)->value; |
| 317 |
} |
| 318 |
} |
| 319 |
} |
| 320 |
|
| 321 |
$contents = ['ticket' => $ticket->content]; |
| 322 |
foreach ($ticket->responses as $response) { |
| 323 |
$contents['response_' . $response->id] = $response->content; |
| 324 |
} |
| 325 |
|
| 326 |
$contents = Helper::refreshSignedAttachmentUrlsInContents($contents, $ticket->id); |
| 327 |
$ticket->content = $contents['ticket']; |
| 328 |
|
| 329 |
//Format response content |
| 330 |
foreach ($ticket->responses as $response) { |
| 331 |
$responseKey = 'response_' . $response->id; |
| 332 |
if (isset($contents[$responseKey])) { |
| 333 |
$response->content = $contents[$responseKey]; |
| 334 |
} |
| 335 |
|
| 336 |
$responseContent = apply_filters( |
| 337 |
'fluent_support/response_content_before_render', |
| 338 |
$response->content, |
| 339 |
$response, |
| 340 |
$ticket |
| 341 |
); |
| 342 |
|
| 343 |
if ($response->conversation_type === 'note') { |
| 344 |
$responseContent = wpautop($responseContent, false); |
| 345 |
} else { |
| 346 |
$responseContent = links_add_target(make_clickable(wpautop($responseContent, false))); |
| 347 |
} |
| 348 |
|
| 349 |
|
| 350 |
$response->content = apply_filters( |
| 351 |
'fluent_support/response_content_after_render', |
| 352 |
$responseContent, |
| 353 |
$response, |
| 354 |
$ticket |
| 355 |
); |
| 356 |
|
| 357 |
if (!empty($response->ccinfo)) { |
| 358 |
$val = Helper::safeUnserialize($response->ccinfo->value); |
| 359 |
if (isset($val['cc_email']) && !empty($val['cc_email'])) { |
| 360 |
$response->cc_info = $val['cc_email']; |
| 361 |
} else { |
| 362 |
$response->cc_info = ''; |
| 363 |
} |
| 364 |
} else { |
| 365 |
$response->cc_info = ''; |
| 366 |
} |
| 367 |
} |
| 368 |
|
| 369 |
$ticketContent = apply_filters( |
| 370 |
'fluent_support/ticket_content_before_render', |
| 371 |
$ticket->content, |
| 372 |
$ticket |
| 373 |
); |
| 374 |
|
| 375 |
$ticketContent = links_add_target(make_clickable(wpautop($ticketContent, false))); |
| 376 |
|
| 377 |
$ticket->content = apply_filters( |
| 378 |
'fluent_support/ticket_content_after_render', |
| 379 |
$ticketContent, |
| 380 |
$ticket |
| 381 |
); |
| 382 |
|
| 383 |
//Get last activity by agent |
| 384 |
$ticket->live_activity = TicketHelper::getActivity($ticket->id, $agent->id); |
| 385 |
|
| 386 |
//Get all carbon copy customer |
| 387 |
$ccInfo = $ticket->getSettingsValue('cc_email', []); |
| 388 |
$ticket->carbon_copy = !empty($ccInfo) ? implode(', ', $ccInfo) : ''; |
| 389 |
|
| 390 |
if (defined('FLUENTSUPPORTPRO')) { |
| 391 |
$ticket->custom_fields = $ticket->customData('admin', true); |
| 392 |
} |
| 393 |
|
| 394 |
// Load agent info if ticket was created on behalf of customer |
| 395 |
if ($ticket->created_by) { |
| 396 |
$ticket->load('created_by_person'); |
| 397 |
if ($ticket->created_by_person) { |
| 398 |
$isAgentInitiated = strpos($ticket->content, __(' initialized this ticket', 'fluent-support')) !== false; |
| 399 |
$ticket->created_by_agent = [ |
| 400 |
'id' => $ticket->created_by_person->id, |
| 401 |
'full_name' => $ticket->created_by_person->full_name, |
| 402 |
'agent_initiated' => $isAgentInitiated, |
| 403 |
]; |
| 404 |
} |
| 405 |
} |
| 406 |
|
| 407 |
$data = [ |
| 408 |
'ticket' => $ticket, |
| 409 |
'responses' => $ticket->responses, |
| 410 |
'agent_id' => $agent->id |
| 411 |
]; |
| 412 |
|
| 413 |
if (defined('FLUENTSUPPORTPRO') && $ticket->watchers) { |
| 414 |
$data['watchers'] = TicketHelper::getWatchers($ticket->watchers); |
| 415 |
} |
| 416 |
|
| 417 |
$withData = $request->get('with_data', null); |
| 418 |
$withDataArray = is_array($withData) ? map_deep($withData, 'sanitize_text_field') : []; |
| 419 |
|
| 420 |
if (defined('FLUENTCRM') && in_array('fluentcrm_profile', $withDataArray)) { |
| 421 |
$data['fluentcrm_profile'] = Helper::getFluentCrmContactData($ticket->customer); |
| 422 |
} |
| 423 |
|
| 424 |
return $data; |
| 425 |
} catch (\Exception $e) { |
| 426 |
return $this->sendError([ |
| 427 |
'message' => Helper::getSafeErrorMessage($e) |
| 428 |
]); |
| 429 |
} |
| 430 |
} |
| 431 |
|
| 432 |
public function getMentionableAgents(Request $request, $ticket_id) |
| 433 |
{ |
| 434 |
try { |
| 435 |
$ticket = Ticket::findOrFail($ticket_id); |
| 436 |
|
| 437 |
if (in_array($ticket->mailbox_id, PermissionManager::getRestrictedMailboxIds())) { |
| 438 |
throw new \Exception(esc_html__('Ticket cannot be fetched due to restricted mailbox', 'fluent-support')); |
| 439 |
} |
| 440 |
|
| 441 |
$this->ensureCanAccessTicket($ticket); |
| 442 |
|
| 443 |
$search = trim($request->getSafe('search', 'sanitize_text_field', '')); |
| 444 |
$limit = min(max(absint($request->getSafe('limit', 'intval', 20)), 1), 50); |
| 445 |
|
| 446 |
return [ |
| 447 |
'agents' => $this->getMentionableAgentList($ticket, $search, $limit) |
| 448 |
]; |
| 449 |
} catch (\Exception $e) { |
| 450 |
return $this->sendError([ |
| 451 |
'message' => Helper::getSafeErrorMessage($e) |
| 452 |
]); |
| 453 |
} |
| 454 |
} |
| 455 |
|
| 456 |
protected function getMentionableAgentList($ticket, $search, $limit) |
| 457 |
{ |
| 458 |
$allAgents = Agent::select(['id', 'first_name', 'last_name', 'email', 'user_id']) |
| 459 |
->mentionBy($search) |
| 460 |
->orderBy('first_name') |
| 461 |
->orderBy('last_name') |
| 462 |
->get(); |
| 463 |
|
| 464 |
if ($allAgents->isEmpty()) { |
| 465 |
return []; |
| 466 |
} |
| 467 |
|
| 468 |
$restrictions = $this->getAgentRestrictionsMap($allAgents->pluck('id')->all()); |
| 469 |
$ticketAccess = new AgentTicketAccess(); |
| 470 |
$results = []; |
| 471 |
|
| 472 |
foreach ($allAgents as $agent) { |
| 473 |
if (!$ticketAccess->canAccess($agent, $ticket, $restrictions[$agent->id] ?? [])) { |
| 474 |
continue; |
| 475 |
} |
| 476 |
|
| 477 |
$results[] = [ |
| 478 |
'id' => strval($agent->id), |
| 479 |
'first_name' => $agent->first_name, |
| 480 |
'last_name' => $agent->last_name, |
| 481 |
'email' => $agent->email, |
| 482 |
]; |
| 483 |
|
| 484 |
if (count($results) >= $limit) { |
| 485 |
break; |
| 486 |
} |
| 487 |
} |
| 488 |
|
| 489 |
return $results; |
| 490 |
} |
| 491 |
|
| 492 |
protected function getAgentRestrictionsMap(array $agentIds) |
| 493 |
{ |
| 494 |
if (!$agentIds) { |
| 495 |
return []; |
| 496 |
} |
| 497 |
|
| 498 |
$metas = Meta::where('object_type', 'person_meta') |
| 499 |
->where('key', 'agent_restrictions') |
| 500 |
->whereIn('object_id', $agentIds) |
| 501 |
->get(); |
| 502 |
|
| 503 |
$restrictions = []; |
| 504 |
foreach ($metas as $meta) { |
| 505 |
$restrictions[$meta->object_id] = Helper::safeUnserialize($meta->value) ?: []; |
| 506 |
} |
| 507 |
|
| 508 |
return $restrictions; |
| 509 |
} |
| 510 |
|
| 511 |
/** |
| 512 |
* createResponse method will create response by agent for the ticket |
| 513 |
* @param Request $request |
| 514 |
* @param Ticket $ticket |
| 515 |
* @param int $ticket_id |
| 516 |
* @return array |
| 517 |
* @throws \FluentSupport\Framework\Validator\ValidationException |
| 518 |
*/ |
| 519 |
public function createResponse(TicketResponseRequest $request, $ticket_id) |
| 520 |
{ |
| 521 |
$data = $request->sanitize(); |
| 522 |
|
| 523 |
try { |
| 524 |
$convoType = Arr::get($data, 'conversation_type', 'response'); |
| 525 |
$isDraft = $convoType === 'draft_response'; |
| 526 |
|
| 527 |
if (!$isDraft) { |
| 528 |
$this->ensureCanManageTickets(); |
| 529 |
} |
| 530 |
|
| 531 |
//Get logged-in agent information |
| 532 |
$agent = Helper::getAgentByUserId(); |
| 533 |
|
| 534 |
if (!$agent) { |
| 535 |
return $this->sendError([ |
| 536 |
'message' => __('Sorry, You do not have permission. Please add yourself as support agent first', 'fluent-support') |
| 537 |
]); |
| 538 |
} |
| 539 |
|
| 540 |
$ticket = Ticket::findOrFail($ticket_id); |
| 541 |
|
| 542 |
$this->ensureCanAccessTicket($ticket); |
| 543 |
|
| 544 |
$responseData = (new ResponseService())->createResponse($data, $agent, $ticket); |
| 545 |
|
| 546 |
$responseData['response']->content = Helper::refreshSignedAttachmentUrls($responseData['response']->content, $ticket->id); |
| 547 |
$responseData['response']->load([ |
| 548 |
'attachments' => function ($q) { |
| 549 |
$q->where('status', 'active'); |
| 550 |
} |
| 551 |
]); |
| 552 |
$responseData['response']->content = wp_specialchars_decode(wpautop($responseData['response']->content, false)); |
| 553 |
|
| 554 |
return [ |
| 555 |
'message' => __('Response has been added', 'fluent-support'), |
| 556 |
'response' => $responseData['response'], |
| 557 |
'ticket' => $responseData['ticket'], |
| 558 |
'update_data' => $responseData['update_data'] |
| 559 |
]; |
| 560 |
} catch (\Exception $e) { |
| 561 |
return $this->sendError([ |
| 562 |
'message' => Helper::getSafeErrorMessage($e) |
| 563 |
]); |
| 564 |
} |
| 565 |
} |
| 566 |
|
| 567 |
public function getFluentBookingEventTypes() |
| 568 |
{ |
| 569 |
try { |
| 570 |
// All FluentBooking endpoints require manage permission; view-only agents cannot call a meeting. |
| 571 |
$this->ensureCanManageTickets(); |
| 572 |
|
| 573 |
$service = new FluentBookingService(); |
| 574 |
$eventTypes = $service->getEventTypes(); |
| 575 |
|
| 576 |
return [ |
| 577 |
'status' => $service->getStatus($eventTypes), |
| 578 |
'event_types' => $eventTypes |
| 579 |
]; |
| 580 |
} catch (\Exception $e) { |
| 581 |
return $this->sendError([ |
| 582 |
'message' => Helper::getSafeErrorMessage($e) |
| 583 |
]); |
| 584 |
} |
| 585 |
} |
| 586 |
|
| 587 |
public function createFluentBookingLink(Request $request, $ticket_id) |
| 588 |
{ |
| 589 |
try { |
| 590 |
// All FluentBooking endpoints require manage permission; view-only agents cannot call a meeting. |
| 591 |
$this->ensureCanManageTickets(); |
| 592 |
|
| 593 |
$ticket = Ticket::with('customer')->findOrFail($ticket_id); |
| 594 |
|
| 595 |
// Enforces per-ticket visibility (e.g. own-tickets-only agents cannot access unassigned tickets). |
| 596 |
$this->ensureCanAccessTicket($ticket); |
| 597 |
|
| 598 |
$eventId = $request->getSafe('event_type_id', 'intval'); |
| 599 |
|
| 600 |
if (!$eventId) { |
| 601 |
throw new \Exception(esc_html__('Please select a FluentBooking event type.', 'fluent-support')); |
| 602 |
} |
| 603 |
|
| 604 |
return (new FluentBookingService())->createBookingLink( |
| 605 |
$ticket, |
| 606 |
$eventId, |
| 607 |
$request->getSafe('message', 'wp_kses_post'), |
| 608 |
$request->get('selected_slots', []), |
| 609 |
$request->getSafe('timezone', 'sanitize_text_field', '') |
| 610 |
); |
| 611 |
} catch (\Exception $e) { |
| 612 |
return $this->sendError([ |
| 613 |
'message' => Helper::getSafeErrorMessage($e) |
| 614 |
]); |
| 615 |
} |
| 616 |
} |
| 617 |
|
| 618 |
public function getFluentBookingAvailability(Request $request, $ticket_id) |
| 619 |
{ |
| 620 |
try { |
| 621 |
// All FluentBooking endpoints require manage permission; view-only agents cannot call a meeting. |
| 622 |
$this->ensureCanManageTickets(); |
| 623 |
|
| 624 |
$ticket = Ticket::with('customer')->findOrFail($ticket_id); |
| 625 |
|
| 626 |
// Enforces per-ticket visibility (e.g. own-tickets-only agents cannot access unassigned tickets). |
| 627 |
$this->ensureCanAccessTicket($ticket); |
| 628 |
|
| 629 |
$eventId = $request->getSafe('event_type_id', 'intval'); |
| 630 |
|
| 631 |
if (!$eventId) { |
| 632 |
throw new \Exception(esc_html__('Please select a FluentBooking event type.', 'fluent-support')); |
| 633 |
} |
| 634 |
|
| 635 |
return [ |
| 636 |
'availability' => (new FluentBookingService())->getAvailabilitySlots( |
| 637 |
$eventId, |
| 638 |
$request->getSafe('range', 'sanitize_key', 'next_3_days'), |
| 639 |
$request->getSafe('timezone', 'sanitize_text_field'), |
| 640 |
$request->getSafe('duration', 'intval'), |
| 641 |
$ticket, |
| 642 |
$request->get('selected_dates', []), |
| 643 |
$request->getSafe('calendar_month', 'sanitize_text_field', '') |
| 644 |
) |
| 645 |
]; |
| 646 |
} catch (\Exception $e) { |
| 647 |
return $this->sendError([ |
| 648 |
'message' => Helper::getSafeErrorMessage($e) |
| 649 |
]); |
| 650 |
} |
| 651 |
} |
| 652 |
|
| 653 |
public function getFluentBookingMeetings($ticket_id) |
| 654 |
{ |
| 655 |
try { |
| 656 |
// All FluentBooking endpoints require manage permission; view-only agents cannot call a meeting. |
| 657 |
$this->ensureCanManageTickets(); |
| 658 |
|
| 659 |
$ticket = Ticket::with('customer')->findOrFail($ticket_id); |
| 660 |
|
| 661 |
// Enforces per-ticket visibility (e.g. own-tickets-only agents cannot access unassigned tickets). |
| 662 |
$this->ensureCanAccessTicket($ticket); |
| 663 |
|
| 664 |
return [ |
| 665 |
'meetings' => (new FluentBookingService())->getTicketMeetings($ticket) |
| 666 |
]; |
| 667 |
} catch (\Exception $e) { |
| 668 |
return $this->sendError([ |
| 669 |
'message' => Helper::getSafeErrorMessage($e) |
| 670 |
]); |
| 671 |
} |
| 672 |
} |
| 673 |
|
| 674 |
/** |
| 675 |
* createDraft method will create draft by agent for the ticket |
| 676 |
* @param Request $request |
| 677 |
* @param Ticket $ticket |
| 678 |
* @param int $ticket_id |
| 679 |
* @return array |
| 680 |
* @throws \FluentSupport\Framework\Validator\ValidationException |
| 681 |
*/ |
| 682 |
public function createOrUpdatDraft(TicketResponseRequest $request, $ticket_id) |
| 683 |
{ |
| 684 |
$data = $request->sanitize(); |
| 685 |
|
| 686 |
try { |
| 687 |
//Get logged-in agent information |
| 688 |
$agent = Helper::getAgentByUserId(); |
| 689 |
|
| 690 |
if (!$agent) { |
| 691 |
return $this->sendError([ |
| 692 |
'message' => __('Sorry, You do not have permission. Please add yourself as support agent first', 'fluent-support') |
| 693 |
]); |
| 694 |
} |
| 695 |
|
| 696 |
$ticket = Ticket::findOrFail($ticket_id); |
| 697 |
|
| 698 |
$this->ensureCanAccessTicket($ticket); |
| 699 |
|
| 700 |
$key = 'ticket_no_' . $ticket_id . '_agent_id_' . $agent->id . '_response_draft'; |
| 701 |
$previousDraft = Meta::where('key', $key)->first(); |
| 702 |
|
| 703 |
if ($data['draftID'] || $previousDraft) { |
| 704 |
Meta::where('key', $key)->update([ |
| 705 |
'value' => maybe_serialize($data) |
| 706 |
]); |
| 707 |
|
| 708 |
return [ |
| 709 |
'message' => __('Draft has been updated', 'fluent-support'), |
| 710 |
'draftID' => $data['draftID'] |
| 711 |
]; |
| 712 |
} |
| 713 |
|
| 714 |
$draftID = Meta::insertGetId([ |
| 715 |
'object_type' => '_fs_auto_draft', |
| 716 |
'object_id' => $ticket_id, |
| 717 |
'key' => $key, |
| 718 |
'value' => maybe_serialize($data) |
| 719 |
]); |
| 720 |
|
| 721 |
return [ |
| 722 |
'message' => __('Draft has been added', 'fluent-support'), |
| 723 |
'draftID' => $draftID |
| 724 |
]; |
| 725 |
} catch (\Exception $e) { |
| 726 |
return $this->sendError([ |
| 727 |
'message' => Helper::getSafeErrorMessage($e) |
| 728 |
]); |
| 729 |
} |
| 730 |
} |
| 731 |
|
| 732 |
public function getDraft($ticket_id) |
| 733 |
{ |
| 734 |
try { |
| 735 |
//Get logged-in agent information |
| 736 |
$agent = Helper::getAgentByUserId(); |
| 737 |
|
| 738 |
if (!$agent) { |
| 739 |
return $this->sendError([ |
| 740 |
'message' => __('Sorry, You do not have permission. Please add yourself as support agent first', 'fluent-support') |
| 741 |
]); |
| 742 |
} |
| 743 |
|
| 744 |
$ticket = Ticket::findOrFail($ticket_id); |
| 745 |
|
| 746 |
$this->ensureCanAccessTicket($ticket); |
| 747 |
|
| 748 |
$key = 'ticket_no_' . $ticket_id . '_agent_id_' . $agent->id . '_response_draft'; |
| 749 |
|
| 750 |
$draft = Meta::where([ |
| 751 |
'object_type' => '_fs_auto_draft', |
| 752 |
'key' => $key, |
| 753 |
])->first(); |
| 754 |
|
| 755 |
if ($draft) { |
| 756 |
$draft->value = Helper::safeUnserialize($draft->value); |
| 757 |
} |
| 758 |
|
| 759 |
return [ |
| 760 |
'draft' => $draft |
| 761 |
]; |
| 762 |
} catch (\Exception $e) { |
| 763 |
return $this->sendError([ |
| 764 |
'message' => Helper::getSafeErrorMessage($e) |
| 765 |
]); |
| 766 |
} |
| 767 |
} |
| 768 |
|
| 769 |
public function deleteDraft($draft_id) |
| 770 |
{ |
| 771 |
$draft_id = intval($draft_id); |
| 772 |
|
| 773 |
try { |
| 774 |
$agent = Helper::getAgentByUserId(); |
| 775 |
|
| 776 |
if (!$agent) { |
| 777 |
return $this->sendError([ |
| 778 |
'message' => __('You do not have permission to perform this action', 'fluent-support'), |
| 779 |
]); |
| 780 |
} |
| 781 |
|
| 782 |
$draft = Meta::where('id', $draft_id) |
| 783 |
->where('object_type', '_fs_auto_draft') |
| 784 |
->first(); |
| 785 |
|
| 786 |
if (!$draft) { |
| 787 |
return $this->sendError([ |
| 788 |
'message' => __('Draft not found', 'fluent-support'), |
| 789 |
]); |
| 790 |
} |
| 791 |
|
| 792 |
// Authorize the ticket this draft belongs to (closes the mailbox/visibility |
| 793 |
// dimension for managers deleting other agents' drafts). |
| 794 |
$ticket = Ticket::findOrFail($draft->object_id); |
| 795 |
|
| 796 |
$this->ensureCanAccessTicket($ticket); |
| 797 |
|
| 798 |
// Verify ownership: draft key contains agent_id, only managers can delete others' drafts |
| 799 |
$isOwnDraft = strpos($draft->key, '_agent_id_' . $agent->id . '_') !== false; |
| 800 |
|
| 801 |
if (!$isOwnDraft && !PermissionManager::canManageTickets()) { |
| 802 |
return $this->sendError([ |
| 803 |
'message' => __('You do not have permission to delete this draft', 'fluent-support'), |
| 804 |
]); |
| 805 |
} |
| 806 |
|
| 807 |
$draft->delete(); |
| 808 |
|
| 809 |
return [ |
| 810 |
'message' => __('Discard draft successfully', 'fluent-support'), |
| 811 |
]; |
| 812 |
} catch (\Exception $e) { |
| 813 |
return $this->sendError([ |
| 814 |
'message' => Helper::getSafeErrorMessage($e) |
| 815 |
]); |
| 816 |
} |
| 817 |
} |
| 818 |
|
| 819 |
/** |
| 820 |
* getTicketWidgets method generate additional information for a ticket by customer |
| 821 |
* @param Ticket $ticket |
| 822 |
* @param $ticket_id |
| 823 |
* @return array |
| 824 |
*/ |
| 825 |
public function getTicketWidgets(Request $request, $ticket_id) |
| 826 |
{ |
| 827 |
try { |
| 828 |
//Get ticket with customer by ticket id |
| 829 |
$ticket = Ticket::with('customer')->findOrFail($ticket_id); |
| 830 |
|
| 831 |
$this->ensureCanAccessTicket($ticket); |
| 832 |
|
| 833 |
$perPage = max(1, absint(apply_filters('fluent_support/previous_ticket_widgets_limit', 5))); |
| 834 |
$page = max(1, absint($request->get('page', 1))); |
| 835 |
$offset = ($page - 1) * $perPage; |
| 836 |
|
| 837 |
$baseQuery = Ticket::where('id', '!=', $ticket_id) |
| 838 |
->where('customer_id', $ticket->customer_id); |
| 839 |
|
| 840 |
(new AgentTicketAccess())->applyAccessScope($baseQuery); |
| 841 |
|
| 842 |
$total = $baseQuery->count(); |
| 843 |
|
| 844 |
$otherTickets = (clone $baseQuery) |
| 845 |
->select(['id', 'title', 'status', 'created_at']) |
| 846 |
->latest('id') |
| 847 |
->limit($perPage) |
| 848 |
->offset($offset) |
| 849 |
->get(); |
| 850 |
|
| 851 |
$response = [ |
| 852 |
'other_tickets' => $otherTickets, |
| 853 |
'other_tickets_total' => $total, |
| 854 |
'other_tickets_more' => ($offset + $perPage) < $total, |
| 855 |
]; |
| 856 |
|
| 857 |
if (in_array('extra_widgets', $request->get('with', []))) { |
| 858 |
$response['extra_widgets'] = ProfileInfoService::getProfileExtraWidgets($ticket->customer); |
| 859 |
} |
| 860 |
|
| 861 |
return $response; |
| 862 |
} catch (\Exception $e) { |
| 863 |
return $this->sendError([ |
| 864 |
'message' => Helper::getSafeErrorMessage($e) |
| 865 |
]); |
| 866 |
} |
| 867 |
} |
| 868 |
|
| 869 |
/** |
| 870 |
* updateTicketProperty method will update ticket property |
| 871 |
* @param Request $request |
| 872 |
* @param Ticket $ticket |
| 873 |
* @param $ticket_id |
| 874 |
* @return array |
| 875 |
*/ |
| 876 |
public function updateTicketProperty(Request $request, $ticket_id) |
| 877 |
{ |
| 878 |
try { |
| 879 |
$assigner = Helper::getAgentByUserId(); |
| 880 |
$ticket = Ticket::findOrFail($ticket_id); |
| 881 |
|
| 882 |
$this->ensureCanAccessTicket($ticket); |
| 883 |
|
| 884 |
$propName = $request->getSafe('prop_name', 'sanitize_text_field'); |
| 885 |
$propValue = $request->getSafe('prop_value', 'sanitize_text_field'); |
| 886 |
|
| 887 |
// FS-SEC-007: this generic endpoint may only touch a fixed set of |
| 888 |
// ticket columns. Previously prop_name was assigned straight onto the |
| 889 |
// model ($ticket->{$propName} = $propValue), letting a caller rewrite |
| 890 |
// ownership, mailbox, privacy, hash, serial_number, created_by and |
| 891 |
// other sensitive columns and bypass $fillable entirely. Every |
| 892 |
// property is now allowlisted and its value validated/capability- |
| 893 |
// gated below; anything else is rejected outright. |
| 894 |
if (!in_array($propName, $this->updatableTicketProperties(), true)) { |
| 895 |
throw new \Exception(esc_html__('This ticket property cannot be updated.', 'fluent-support'), 403); |
| 896 |
} |
| 897 |
|
| 898 |
$propValue = $this->sanitizeTicketProperty($ticket, $propName, $propValue); |
| 899 |
|
| 900 |
$prevValue = $ticket->{$propName}; |
| 901 |
|
| 902 |
if ($propName && $propValue !== null && $prevValue != $propValue) { |
| 903 |
$ticket->{$propName} = $propValue; |
| 904 |
$ticket->save(); |
| 905 |
|
| 906 |
// Log an internal note for status changes so the activity is |
| 907 |
// traceable, mirroring the close/reopen flows. |
| 908 |
if ($propName === 'status') { |
| 909 |
$statuses = Helper::ticketStatuses(); |
| 910 |
$fromLabel = isset($statuses[$prevValue]) ? $statuses[$prevValue] : $prevValue; |
| 911 |
$toLabel = isset($statuses[$propValue]) ? $statuses[$propValue] : $propValue; |
| 912 |
|
| 913 |
$internalNote = sprintf( |
| 914 |
/* translators: 1: previous status, 2: new status */ |
| 915 |
__('Ticket status changed from %1$s to %2$s', 'fluent-support'), |
| 916 |
esc_html($fromLabel), |
| 917 |
esc_html($toLabel) |
| 918 |
); |
| 919 |
|
| 920 |
Conversation::create([ |
| 921 |
'ticket_id' => $ticket->id, |
| 922 |
'person_id' => $assigner->id, |
| 923 |
'conversation_type' => 'internal_info', |
| 924 |
'content' => $internalNote |
| 925 |
]); |
| 926 |
} |
| 927 |
} |
| 928 |
|
| 929 |
$updateData = []; |
| 930 |
|
| 931 |
if ($propName == 'product_id') { |
| 932 |
$ticket->load('product'); |
| 933 |
$updateData['product'] = $ticket->product; |
| 934 |
} else if ($propName == 'agent_id') { |
| 935 |
$previousAgentId = (int) $prevValue; |
| 936 |
$ticket->load('agent'); |
| 937 |
$updateData['agent'] = $ticket->agent; |
| 938 |
$updateData['assigner'] = (new TicketService())->onAgentChange($ticket, $assigner); |
| 939 |
if ($prevValue != $ticket->{$propName}) { |
| 940 |
do_action('fluent_support/agent_assigned_to_ticket', $ticket->agent, $ticket, $assigner, $previousAgentId); |
| 941 |
} |
| 942 |
} |
| 943 |
|
| 944 |
$message = sprintf( |
| 945 |
/* translators: %s: The name of the property that was updated */ |
| 946 |
__('%s has been updated', 'fluent-support'), |
| 947 |
esc_html(str_replace('_', ' ', ucwords((string) $propName))) |
| 948 |
); |
| 949 |
|
| 950 |
return [ |
| 951 |
'message' => $message, |
| 952 |
'update_data' => $updateData |
| 953 |
]; |
| 954 |
} catch (\Exception $e) { |
| 955 |
return $this->sendError([ |
| 956 |
'message' => Helper::getSafeErrorMessage($e) |
| 957 |
]); |
| 958 |
} |
| 959 |
} |
| 960 |
|
| 961 |
/** |
| 962 |
* The only ticket columns that may be changed through updateTicketProperty. |
| 963 |
* This mirrors exactly what the admin UI edits (agent, title, mailbox, |
| 964 |
* product, status and the two priority fields). Ownership, audit, |
| 965 |
* public-identifier and other sensitive columns are intentionally absent |
| 966 |
* and must go through their dedicated workflows (FS-SEC-007). |
| 967 |
* |
| 968 |
* @return array |
| 969 |
*/ |
| 970 |
protected function updatableTicketProperties() |
| 971 |
{ |
| 972 |
return [ |
| 973 |
'agent_id', |
| 974 |
'title', |
| 975 |
'mailbox_id', |
| 976 |
'product_id', |
| 977 |
'status', |
| 978 |
'priority', |
| 979 |
'client_priority', |
| 980 |
]; |
| 981 |
} |
| 982 |
|
| 983 |
/** |
| 984 |
* Validate and normalize a single ticket-property update. Each allowlisted |
| 985 |
* property is checked against its own value domain and capability, so a |
| 986 |
* caller can neither set an out-of-range value nor perform a change the UI |
| 987 |
* gates behind a stronger permission (FS-SEC-007). |
| 988 |
* |
| 989 |
* @param Ticket $ticket |
| 990 |
* @param string $propName Already confirmed to be in the allowlist. |
| 991 |
* @param string $propValue Raw (text-sanitized) value from the request. |
| 992 |
* @return mixed Normalized value ready to assign to the model. |
| 993 |
* @throws \Exception When the value is invalid or the caller lacks permission. |
| 994 |
*/ |
| 995 |
protected function sanitizeTicketProperty(Ticket $ticket, $propName, $propValue) |
| 996 |
{ |
| 997 |
switch ($propName) { |
| 998 |
case 'title': |
| 999 |
$propValue = trim(sanitize_text_field($propValue)); |
| 1000 |
if ($propValue === '') { |
| 1001 |
throw new \Exception(esc_html__('Ticket title cannot be empty.', 'fluent-support'), 422); |
| 1002 |
} |
| 1003 |
return $propValue; |
| 1004 |
|
| 1005 |
case 'status': |
| 1006 |
// Mirror the ticket-view status dropdown, which is built from |
| 1007 |
// changeable_ticket_statuses. The dropdown submits the group |
| 1008 |
// KEY as the status value (getTicketStatus in ViewTicket.vue |
| 1009 |
// keys the options by group name and el-option binds :value to |
| 1010 |
// that key), and only groups with a non-empty value list are |
| 1011 |
// shown. Validate against those same keys so the endpoint honors |
| 1012 |
// the fluent_support/changeable_ticket_statuses filter exactly. |
| 1013 |
$allowedStatuses = []; |
| 1014 |
foreach (Helper::changeableTicketStatuses() as $statusKey => $statusGroup) { |
| 1015 |
if (!empty($statusGroup)) { |
| 1016 |
$allowedStatuses[] = $statusKey; |
| 1017 |
} |
| 1018 |
} |
| 1019 |
|
| 1020 |
if (!in_array($propValue, $allowedStatuses, true)) { |
| 1021 |
throw new \Exception(esc_html__('Invalid ticket status.', 'fluent-support'), 422); |
| 1022 |
} |
| 1023 |
return $propValue; |
| 1024 |
|
| 1025 |
case 'priority': |
| 1026 |
if (!array_key_exists($propValue, Helper::adminTicketPriorities())) { |
| 1027 |
throw new \Exception(esc_html__('Invalid ticket priority.', 'fluent-support'), 422); |
| 1028 |
} |
| 1029 |
return $propValue; |
| 1030 |
|
| 1031 |
case 'client_priority': |
| 1032 |
if (!array_key_exists($propValue, Helper::customerTicketPriorities())) { |
| 1033 |
throw new \Exception(esc_html__('Invalid client priority.', 'fluent-support'), 422); |
| 1034 |
} |
| 1035 |
return $propValue; |
| 1036 |
|
| 1037 |
case 'product_id': |
| 1038 |
$productId = (int) $propValue; |
| 1039 |
if (!$productId || !Product::where('id', $productId)->exists()) { |
| 1040 |
throw new \Exception(esc_html__('Invalid product.', 'fluent-support'), 422); |
| 1041 |
} |
| 1042 |
return $productId; |
| 1043 |
|
| 1044 |
case 'agent_id': |
| 1045 |
if (!PermissionManager::currentUserCan('fst_assign_agents')) { |
| 1046 |
throw new \Exception(esc_html__('Permission denied to assign agent', 'fluent-support'), 403); |
| 1047 |
} |
| 1048 |
|
| 1049 |
$agentId = (int) $propValue; |
| 1050 |
$agent = Agent::findOrFail($agentId); |
| 1051 |
$restrictedBoxes = (new AgentTicketAccess())->getRestrictedMailboxIds($agent); |
| 1052 |
|
| 1053 |
if (in_array((int) $ticket->mailbox_id, $restrictedBoxes, true)) { |
| 1054 |
throw new \Exception(esc_html__('Agent is restricted for this mailbox ticket', 'fluent-support'), 403); |
| 1055 |
} |
| 1056 |
return $agentId; |
| 1057 |
|
| 1058 |
case 'mailbox_id': |
| 1059 |
// The admin UI only exposes the mailbox switcher to agents with |
| 1060 |
// fst_manage_settings; enforce the same gate on the API so the |
| 1061 |
// permission can't be bypassed by calling the endpoint directly. |
| 1062 |
if (!PermissionManager::currentUserCan('fst_manage_settings')) { |
| 1063 |
throw new \Exception(esc_html__('Permission denied to move this ticket to another mailbox.', 'fluent-support'), 403); |
| 1064 |
} |
| 1065 |
|
| 1066 |
$mailboxId = (int) $propValue; |
| 1067 |
$restrictedBoxes = array_map('intval', PermissionManager::getRestrictedMailboxIds()); |
| 1068 |
|
| 1069 |
if (!MailBox::where('id', $mailboxId)->exists() || in_array($mailboxId, $restrictedBoxes, true)) { |
| 1070 |
throw new \Exception(esc_html__('Invalid or restricted mailbox.', 'fluent-support'), 422); |
| 1071 |
} |
| 1072 |
|
| 1073 |
// Preserve the agent/mailbox compatibility invariant that the |
| 1074 |
// agent_id branch enforces on assignment: a ticket must not be |
| 1075 |
// moved into a mailbox its currently assigned agent is restricted |
| 1076 |
// from, which would otherwise persist an assignment the assign |
| 1077 |
// flow would have rejected. |
| 1078 |
if ($ticket->agent_id) { |
| 1079 |
$assignedAgent = Agent::find($ticket->agent_id); |
| 1080 |
if ($assignedAgent) { |
| 1081 |
$agentRestrictedBoxes = (new AgentTicketAccess())->getRestrictedMailboxIds($assignedAgent); |
| 1082 |
if (in_array($mailboxId, $agentRestrictedBoxes, true)) { |
| 1083 |
throw new \Exception(esc_html__('The assigned agent is restricted from the selected mailbox. Reassign the ticket before moving it.', 'fluent-support'), 403); |
| 1084 |
} |
| 1085 |
} |
| 1086 |
} |
| 1087 |
return $mailboxId; |
| 1088 |
} |
| 1089 |
|
| 1090 |
// Unreachable: updateTicketProperty already rejected non-allowlisted |
| 1091 |
// properties before calling this method. Fail closed regardless. |
| 1092 |
throw new \Exception(esc_html__('This ticket property cannot be updated.', 'fluent-support'), 403); |
| 1093 |
} |
| 1094 |
|
| 1095 |
/** |
| 1096 |
* closeTicket method close the ticket by id |
| 1097 |
* @param Ticket $ticket |
| 1098 |
* @param int $ticket_id |
| 1099 |
* @return array |
| 1100 |
*/ |
| 1101 |
public function closeTicket(Request $request, $ticket_id) |
| 1102 |
{ |
| 1103 |
try { |
| 1104 |
$agent = Helper::getAgentByUserId(); |
| 1105 |
$ticket = Ticket::findOrFail($ticket_id); |
| 1106 |
|
| 1107 |
$this->ensureCanAccessTicket($ticket); |
| 1108 |
|
| 1109 |
$closeSilently = $request->getSafe('close_ticket_silently', 'sanitize_text_field'); |
| 1110 |
|
| 1111 |
return [ |
| 1112 |
'message' => __('Ticket has been closed', 'fluent-support'), |
| 1113 |
'ticket' => (new TicketService())->close($ticket, $agent, '', $closeSilently) |
| 1114 |
]; |
| 1115 |
} catch (\Exception $e) { |
| 1116 |
return $this->sendError([ |
| 1117 |
'message' => Helper::getSafeErrorMessage($e) |
| 1118 |
]); |
| 1119 |
} |
| 1120 |
} |
| 1121 |
|
| 1122 |
/** |
| 1123 |
* reOpenTicket method will reopen a closed ticket |
| 1124 |
* @param Request $request |
| 1125 |
* @param $ticket_id |
| 1126 |
* @return array |
| 1127 |
*/ |
| 1128 |
public function reOpenTicket($ticket_id) |
| 1129 |
{ |
| 1130 |
try { |
| 1131 |
$agent = Helper::getAgentByUserId(); |
| 1132 |
$ticket = Ticket::findOrFail($ticket_id); |
| 1133 |
|
| 1134 |
$this->ensureCanAccessTicket($ticket); |
| 1135 |
|
| 1136 |
return [ |
| 1137 |
'message' => __('Ticket has been opened again', 'fluent-support'), |
| 1138 |
'ticket' => (new TicketService())->reopen($ticket, $agent) |
| 1139 |
]; |
| 1140 |
} catch (\Exception $e) { |
| 1141 |
return $this->sendError([ |
| 1142 |
'message' => Helper::getSafeErrorMessage($e) |
| 1143 |
]); |
| 1144 |
} |
| 1145 |
} |
| 1146 |
|
| 1147 |
/** |
| 1148 |
* doBulkActions method is responsible for bulk action |
| 1149 |
* This function will get ticket ids and action as parameter and perform action based on the selection |
| 1150 |
* @param Request $request |
| 1151 |
* @param Ticket $ticket |
| 1152 |
* @return array|string[]|void |
| 1153 |
* @throws \Exception |
| 1154 |
*/ |
| 1155 |
public function doBulkActions(Request $request) |
| 1156 |
{ |
| 1157 |
try { |
| 1158 |
$action = $request->getSafe('bulk_action', 'sanitize_text_field'); |
| 1159 |
$ticketIds = array_map('intval', $request->get('ticket_ids', null, [])); |
| 1160 |
|
| 1161 |
$agent = Helper::getAgentByUserId(); |
| 1162 |
$query = Ticket::whereIn('id', $ticketIds); |
| 1163 |
|
| 1164 |
//Scope selected tickets to what the agent can access, matching the |
| 1165 |
//per-ticket ensureCanAccessTicket() check on the single-ticket routes |
| 1166 |
(new AgentTicketAccess())->applyAccessScope($query, $agent); |
| 1167 |
|
| 1168 |
//If bulk action is close tickets |
| 1169 |
if ($action == 'close_tickets') { |
| 1170 |
$tickets = $query->get(); |
| 1171 |
$tickets->each(function ($ticket) use ($agent) { |
| 1172 |
(new TicketService())->close($ticket, $agent); |
| 1173 |
}); |
| 1174 |
|
| 1175 |
return [ |
| 1176 |
'message' => sprintf( |
| 1177 |
/* translators: %d represents the number of closed tickets. */ |
| 1178 |
__('%d tickets have been closed.', 'fluent-support'), |
| 1179 |
count($tickets) |
| 1180 |
) |
| 1181 |
]; |
| 1182 |
} else if ($action == 'delete_tickets') { |
| 1183 |
$tickets = $query->get(); |
| 1184 |
$ticketService = new TicketService(); |
| 1185 |
|
| 1186 |
foreach ($tickets as $ticket) { |
| 1187 |
$ticketService->deleteTicket($ticket, $agent); |
| 1188 |
} |
| 1189 |
|
| 1190 |
return [ |
| 1191 |
'message' => sprintf( |
| 1192 |
/* translators: %d is the number of tickets that were deleted */ |
| 1193 |
__('%d tickets have been deleted', 'fluent-support'), |
| 1194 |
count($tickets) |
| 1195 |
) |
| 1196 |
]; |
| 1197 |
} else if ($action == 'assign_agent') { |
| 1198 |
if (!$request->has('agent_id')) { |
| 1199 |
throw new \Exception(esc_html__('agent_id param is required', 'fluent-support')); |
| 1200 |
} |
| 1201 |
|
| 1202 |
$assignAgent = Agent::findOrFail($request->getSafe('agent_id', 'intval')); |
| 1203 |
|
| 1204 |
$query->where(function ($q) use ($assignAgent) { |
| 1205 |
$q->where('agent_id', '!=', $assignAgent->id) |
| 1206 |
->orWhereNull('agent_id'); |
| 1207 |
}); |
| 1208 |
|
| 1209 |
$tickets = $query->get(); |
| 1210 |
$assignedCount = 0; |
| 1211 |
$skippedCount = 0; |
| 1212 |
|
| 1213 |
$restrictedBoxes = (new AgentTicketAccess())->getRestrictedMailboxIds($assignAgent); |
| 1214 |
|
| 1215 |
$tickets->each(function ($ticket) use ($assignAgent, $agent, $restrictedBoxes, &$assignedCount, &$skippedCount) { |
| 1216 |
$previousAgentId = (int) $ticket->agent_id; |
| 1217 |
|
| 1218 |
//Skip ticket if mailbox is restricted for the agent |
| 1219 |
if (!empty($ticket->mailbox_id) && in_array((int) $ticket->mailbox_id, $restrictedBoxes, true)) { |
| 1220 |
$skippedCount++; |
| 1221 |
return; |
| 1222 |
} |
| 1223 |
|
| 1224 |
$ticket->agent_id = $assignAgent->id; |
| 1225 |
$ticket->save(); |
| 1226 |
$assignedCount++; |
| 1227 |
|
| 1228 |
do_action('fluent_support/agent_assigned_to_ticket', $assignAgent, $ticket, $agent, $previousAgentId); |
| 1229 |
}); |
| 1230 |
|
| 1231 |
$assignedMessage = sprintf( |
| 1232 |
/* translators: %1$d is the number of tickets assigned, %2$s is the agent's name. */ |
| 1233 |
__('%1$d tickets have been assigned to %2$s.', 'fluent-support'), |
| 1234 |
$assignedCount, |
| 1235 |
$assignAgent->full_name |
| 1236 |
); |
| 1237 |
|
| 1238 |
$skippedMessage = $skippedCount > 0 |
| 1239 |
? sprintf( |
| 1240 |
/* translators: %1$d is the number of skipped tickets due to mailbox restrictions. */ |
| 1241 |
__('%1$d tickets were skipped due to mailbox restrictions or already being assigned.', 'fluent-support'), |
| 1242 |
$skippedCount |
| 1243 |
) |
| 1244 |
: ''; |
| 1245 |
|
| 1246 |
return [ |
| 1247 |
'message' => trim($assignedMessage . ' ' . $skippedMessage) |
| 1248 |
]; |
| 1249 |
} else if ($action == 'assign_agent_group') { |
| 1250 |
if (!$request->has('agent_group_id')) { |
| 1251 |
throw new \Exception(esc_html__('agent_group_id param is required', 'fluent-support')); |
| 1252 |
} |
| 1253 |
|
| 1254 |
$groupId = $request->getSafe('agent_group_id', 'intval'); |
| 1255 |
$group = AgentGroup::findOrFail($groupId); |
| 1256 |
|
| 1257 |
if ($group->agents()->count() === 0) { |
| 1258 |
throw new \Exception(esc_html__('No agents found in this group', 'fluent-support')); |
| 1259 |
} |
| 1260 |
|
| 1261 |
$tickets = $query->get(); |
| 1262 |
$assignedCount = 0; |
| 1263 |
$skippedCount = 0; |
| 1264 |
$currentCounts = []; |
| 1265 |
|
| 1266 |
foreach ($tickets as $ticket) { |
| 1267 |
$previousAgentId = (int) $ticket->agent_id; |
| 1268 |
$selectedAgent = $group->getLeastLoadedAgent( |
| 1269 |
$ticket->mailbox_id, $currentCounts |
| 1270 |
); |
| 1271 |
|
| 1272 |
if (!$selectedAgent) { |
| 1273 |
$skippedCount++; |
| 1274 |
continue; |
| 1275 |
} |
| 1276 |
|
| 1277 |
$ticket->agent_id = $selectedAgent->id; |
| 1278 |
$ticket->save(); |
| 1279 |
$assignedCount++; |
| 1280 |
$currentCounts[$selectedAgent->id]++; |
| 1281 |
|
| 1282 |
as_enqueue_async_action('fluent_support/async_agent_assigned_to_ticket', [ |
| 1283 |
$selectedAgent->id, $ticket->id, $agent->id, $previousAgentId |
| 1284 |
], 'fluent-support'); |
| 1285 |
} |
| 1286 |
|
| 1287 |
return [ |
| 1288 |
'message' => sprintf( |
| 1289 |
/* translators: %1$d is tickets assigned, %2$d is tickets skipped. */ |
| 1290 |
__('%1$d tickets assigned via agent group. %2$d skipped.', 'fluent-support'), |
| 1291 |
$assignedCount, |
| 1292 |
$skippedCount |
| 1293 |
) |
| 1294 |
]; |
| 1295 |
} else if ($action == 'assign_tags') { |
| 1296 |
$tagIds = $request->get('tag_ids', null); |
| 1297 |
if (!is_array($tagIds)) { |
| 1298 |
$tagIds = []; |
| 1299 |
} |
| 1300 |
$tags = array_filter(array_map('absint', $tagIds)); |
| 1301 |
|
| 1302 |
$query->get()->each(function ($ticket) use ($tags) { |
| 1303 |
$ticket->applyTags($tags); |
| 1304 |
}); |
| 1305 |
|
| 1306 |
return [ |
| 1307 |
'message' => __('Selected tags has been added to tickets', 'fluent-support') |
| 1308 |
]; |
| 1309 |
} |
| 1310 |
|
| 1311 |
throw new \Exception(esc_html__('Sorry no action found as available', 'fluent-support')); |
| 1312 |
} catch (\Exception $e) { |
| 1313 |
return $this->sendError([ |
| 1314 |
'message' => Helper::getSafeErrorMessage($e) |
| 1315 |
]); |
| 1316 |
} |
| 1317 |
} |
| 1318 |
|
| 1319 |
/** |
| 1320 |
* deleteTicket method will delete a ticket |
| 1321 |
* @param int $ticket_id |
| 1322 |
* @return array |
| 1323 |
*/ |
| 1324 |
public function deleteTicket($ticket_id) |
| 1325 |
{ |
| 1326 |
try { |
| 1327 |
$ticket = Ticket::findOrFail($ticket_id); |
| 1328 |
|
| 1329 |
$this->ensureCanAccessTicket($ticket); |
| 1330 |
|
| 1331 |
(new TicketService())->deleteTicket($ticket); |
| 1332 |
|
| 1333 |
return [ |
| 1334 |
'message' => __('Ticket has been deleted successfully', 'fluent-support') |
| 1335 |
]; |
| 1336 |
} catch (\Exception $e) { |
| 1337 |
return $this->sendError([ |
| 1338 |
'message' => Helper::getSafeErrorMessage($e) |
| 1339 |
]); |
| 1340 |
} |
| 1341 |
} |
| 1342 |
|
| 1343 |
/** |
| 1344 |
* doBulkReplies method will create response for bulk tickets |
| 1345 |
* This function will get ticket ids, content, attachment etc and create response for tickets |
| 1346 |
* @param Request $request |
| 1347 |
* @param Conversation $conversation |
| 1348 |
* @return array |
| 1349 |
* @throws \Exception |
| 1350 |
*/ |
| 1351 |
public function doBulkReplies(Request $request) |
| 1352 |
{ |
| 1353 |
try { |
| 1354 |
// Sanitize all request data before validation |
| 1355 |
$requestData = $request->all(); |
| 1356 |
$data = []; |
| 1357 |
foreach ($requestData as $key => $value) { |
| 1358 |
if (is_array($value)) { |
| 1359 |
if ($key === 'ticket_ids') { |
| 1360 |
$data[$key] = array_map('intval', $value); |
| 1361 |
} elseif ($key === 'content') { |
| 1362 |
$data[$key] = wp_kses_post($value); |
| 1363 |
} else { |
| 1364 |
$data[$key] = map_deep($value, 'sanitize_text_field'); |
| 1365 |
} |
| 1366 |
} else { |
| 1367 |
$data[$key] = sanitize_text_field($value); |
| 1368 |
} |
| 1369 |
} |
| 1370 |
|
| 1371 |
$this->validate($data, [ |
| 1372 |
'content' => 'required', |
| 1373 |
'ticket_ids' => 'required|array' |
| 1374 |
]); |
| 1375 |
|
| 1376 |
//Get logged in agent information |
| 1377 |
$agent = Helper::getAgentByUserId(); |
| 1378 |
$ticketIds = array_filter($data['ticket_ids'], 'absint'); |
| 1379 |
|
| 1380 |
$query = Ticket::whereIn('id', $ticketIds)->where('status', '!=', 'closed'); |
| 1381 |
|
| 1382 |
// Scope to tickets the agent may access (visibility + mailbox restrictions). |
| 1383 |
(new AgentTicketAccess())->applyAccessScope($query, $agent); |
| 1384 |
|
| 1385 |
$tickets = $query->get(); |
| 1386 |
|
| 1387 |
if ($tickets->isEmpty()) { |
| 1388 |
throw new \Exception(esc_html__('Sorry no tickets found based on your filter and bulk actions', 'fluent-support')); |
| 1389 |
} |
| 1390 |
|
| 1391 |
$responseData = [ |
| 1392 |
'content' => wp_kses_post(Arr::get($data, 'content', '')), |
| 1393 |
'conversation_type' => 'response', |
| 1394 |
'close_ticket' => Arr::get($data, 'close_ticket'), |
| 1395 |
]; |
| 1396 |
|
| 1397 |
//If request with file attachments |
| 1398 |
$attachmentHashes = Arr::get($data, 'attachments', []); |
| 1399 |
$attachments = false; |
| 1400 |
if ($attachmentHashes) { |
| 1401 |
$attachments = Attachment::whereNull('ticket_id') |
| 1402 |
->orderBy('id', 'asc') |
| 1403 |
->whereIn('file_hash', $attachmentHashes) |
| 1404 |
->get(); |
| 1405 |
} |
| 1406 |
|
| 1407 |
$responseService = new ResponseService(); |
| 1408 |
|
| 1409 |
foreach ($tickets as $ticket) { |
| 1410 |
if ($attachments) { |
| 1411 |
$responseData['attachments'] = []; |
| 1412 |
$attachmentRecords = []; |
| 1413 |
foreach ($attachments as $attachment) { |
| 1414 |
$fileHash = bin2hex(random_bytes(16)); |
| 1415 |
$attachmentRecords[] = [ |
| 1416 |
'ticket_id' => $ticket->id, |
| 1417 |
'file_path' => $attachment->file_path, |
| 1418 |
'full_url' => $attachment->full_url, |
| 1419 |
'title' => $attachment->title, |
| 1420 |
'driver' => $attachment->driver, |
| 1421 |
'file_size' => $attachment->file_size, |
| 1422 |
'status' => $attachment->status, |
| 1423 |
'file_hash' => $fileHash, |
| 1424 |
]; |
| 1425 |
$responseData['attachments'][] = $fileHash; |
| 1426 |
} |
| 1427 |
if ($attachmentRecords) { |
| 1428 |
Attachment::insert($attachmentRecords); |
| 1429 |
} |
| 1430 |
} |
| 1431 |
|
| 1432 |
$responseService->createResponse($responseData, $agent, $ticket); |
| 1433 |
} |
| 1434 |
|
| 1435 |
return [ |
| 1436 |
'message' => __('Response has been added to the selected tickets', 'fluent-support') |
| 1437 |
]; |
| 1438 |
} catch (\Exception $e) { |
| 1439 |
return $this->sendError([ |
| 1440 |
'message' => Helper::getSafeErrorMessage($e) |
| 1441 |
]); |
| 1442 |
} |
| 1443 |
} |
| 1444 |
|
| 1445 |
/** |
| 1446 |
* deleteResponse method will remove a response from ticket by ticket id and response id |
| 1447 |
* @param Request $request |
| 1448 |
* @param Conversation $conversation |
| 1449 |
* @param $ticket_id |
| 1450 |
* @param $response_id |
| 1451 |
* @return array |
| 1452 |
*/ |
| 1453 |
public function deleteResponse($ticket_id, $response_id) |
| 1454 |
{ |
| 1455 |
try { |
| 1456 |
$ticket = Ticket::findOrFail($ticket_id); |
| 1457 |
|
| 1458 |
if (in_array($ticket->mailbox_id, PermissionManager::getRestrictedMailboxIds())) { |
| 1459 |
throw new \Exception(esc_html__('Ticket cannot be fetched due to restricted mailbox', 'fluent-support')); |
| 1460 |
} |
| 1461 |
|
| 1462 |
// The caller must have access to this specific ticket (visibility + |
| 1463 |
// ownership + mailbox), not merely a global manage capability. |
| 1464 |
$this->ensureCanAccessTicket($ticket); |
| 1465 |
|
| 1466 |
// Deleting a response always requires the explicit delete capability, |
| 1467 |
// mirroring deleteTicket(). Assignment alone is not sufficient. |
| 1468 |
if (!PermissionManager::currentUserCan('fst_delete_tickets')) { |
| 1469 |
throw new \Exception( |
| 1470 |
esc_html__('Sorry, you do not have permission to delete this response.', 'fluent-support') |
| 1471 |
); |
| 1472 |
} |
| 1473 |
|
| 1474 |
$response = Conversation::where('id', $response_id) |
| 1475 |
->where('ticket_id', $ticket_id) |
| 1476 |
->firstOrFail(); |
| 1477 |
|
| 1478 |
$response->delete(); |
| 1479 |
$response->ccinfo()->delete(); |
| 1480 |
|
| 1481 |
return [ |
| 1482 |
'message' => __('Selected response has been deleted', 'fluent-support') |
| 1483 |
]; |
| 1484 |
} catch (\Exception $e) { |
| 1485 |
return $this->sendError([ |
| 1486 |
'message' => Helper::getSafeErrorMessage($e) |
| 1487 |
]); |
| 1488 |
} |
| 1489 |
} |
| 1490 |
|
| 1491 |
/** |
| 1492 |
* updateResponse method will update ticket response using ticket and response id |
| 1493 |
* @param Request $request |
| 1494 |
* @param int $ticket_id |
| 1495 |
* @param int $response_id |
| 1496 |
* @return array |
| 1497 |
* @throws \Exception |
| 1498 |
*/ |
| 1499 |
public function updateResponse(TicketResponseRequest $request, $ticket_id, $response_id) |
| 1500 |
{ |
| 1501 |
try { |
| 1502 |
$ticket = Ticket::findOrFail($ticket_id); |
| 1503 |
|
| 1504 |
if (in_array($ticket->mailbox_id, PermissionManager::getRestrictedMailboxIds())) { |
| 1505 |
throw new \Exception(esc_html__('Ticket cannot be fetched due to restricted mailbox', 'fluent-support')); |
| 1506 |
} |
| 1507 |
|
| 1508 |
// The caller must have access to this specific ticket (visibility + |
| 1509 |
// ownership + mailbox), not merely a global manage capability. |
| 1510 |
$this->ensureCanAccessTicket($ticket); |
| 1511 |
|
| 1512 |
$response = Conversation::where('id', $response_id) |
| 1513 |
->where('ticket_id', $ticket_id) |
| 1514 |
->with('person') |
| 1515 |
->firstOrFail(); |
| 1516 |
$agent = Helper::getAgentByUserId(); |
| 1517 |
|
| 1518 |
// Only agent-authored conversation types may be edited here. Customer |
| 1519 |
// replies and system entries must not be rewritten via this endpoint. |
| 1520 |
$editableTypes = ['response', 'draft_response', 'note', 'internal_info']; |
| 1521 |
if (!in_array($response->conversation_type, $editableTypes, true)) { |
| 1522 |
throw new \Exception( |
| 1523 |
esc_html__('This response type cannot be edited.', 'fluent-support') |
| 1524 |
); |
| 1525 |
} |
| 1526 |
|
| 1527 |
// Customer messages share the 'response' type but are authored by a |
| 1528 |
// customer person; they are never editable by an agent. |
| 1529 |
if ($response->person && $response->person->person_type !== 'agent') { |
| 1530 |
throw new \Exception( |
| 1531 |
esc_html__('Sorry, you do not have permission to update this response.', 'fluent-support') |
| 1532 |
); |
| 1533 |
} |
| 1534 |
|
| 1535 |
$isDraft = $response->conversation_type == 'draft_response'; |
| 1536 |
$isAuthor = (int) $response->person_id === (int) $agent->id; |
| 1537 |
$canApproveDraft = PermissionManager::currentUserCan('fst_approve_draft_reply'); |
| 1538 |
|
| 1539 |
if ($isDraft && !$isAuthor) { |
| 1540 |
// Another agent's draft can only be edited/approved by an approver. |
| 1541 |
if (!$canApproveDraft) { |
| 1542 |
throw new \Exception( |
| 1543 |
esc_html__('Sorry, You do not have permission to approve this draft response', 'fluent-support') |
| 1544 |
); |
| 1545 |
} |
| 1546 |
} elseif (!$isAuthor && !PermissionManager::currentUserCan('fst_manage_other_tickets')) { |
| 1547 |
// Editing another agent's response requires manage-others capability. |
| 1548 |
throw new \Exception( |
| 1549 |
esc_html__('Sorry, you do not have permission to update this response.', 'fluent-support') |
| 1550 |
); |
| 1551 |
} |
| 1552 |
|
| 1553 |
$content = wp_unslash(wp_kses_post($request->getSafe('content', 'wp_kses_post'))); |
| 1554 |
$response->content = $content; |
| 1555 |
|
| 1556 |
if ($isDraft && !$isAuthor && $canApproveDraft) { |
| 1557 |
$response = $this->approveDraftConversation($ticket, $response, $agent, $content); |
| 1558 |
} else { |
| 1559 |
$response->save(); |
| 1560 |
} |
| 1561 |
|
| 1562 |
return [ |
| 1563 |
'message' => __('Selected response has been updated', 'fluent-support'), |
| 1564 |
'response' => $response |
| 1565 |
]; |
| 1566 |
} catch (\Exception $e) { |
| 1567 |
return $this->sendError([ |
| 1568 |
'message' => Helper::getSafeErrorMessage($e) |
| 1569 |
]); |
| 1570 |
} |
| 1571 |
} |
| 1572 |
|
| 1573 |
public function approveDraftResponse(TicketResponseRequest $request, $ticket_id, $response_id) |
| 1574 |
{ |
| 1575 |
try { |
| 1576 |
if (!PermissionManager::currentUserCan('fst_approve_draft_reply')) { |
| 1577 |
throw new \Exception( |
| 1578 |
esc_html__('You do not have permission to approve draft responses.', 'fluent-support') |
| 1579 |
); |
| 1580 |
} |
| 1581 |
|
| 1582 |
$ticket = Ticket::findOrFail($ticket_id); |
| 1583 |
|
| 1584 |
$this->ensureCanAccessTicket($ticket); |
| 1585 |
|
| 1586 |
$response = Conversation::where('id', $response_id) |
| 1587 |
->where('ticket_id', $ticket_id) |
| 1588 |
->where('conversation_type', 'draft_response') |
| 1589 |
->firstOrFail(); |
| 1590 |
|
| 1591 |
$person = Helper::getAgentByUserId(); |
| 1592 |
|
| 1593 |
$response = $this->approveDraftConversation( |
| 1594 |
$ticket, |
| 1595 |
$response, |
| 1596 |
$person, |
| 1597 |
wp_unslash(wp_kses_post($request->getSafe('content', 'wp_kses_post'))) |
| 1598 |
); |
| 1599 |
|
| 1600 |
return [ |
| 1601 |
'message' => __('Draft response has been successfully approved.', 'fluent-support'), |
| 1602 |
'response' => $response, |
| 1603 |
]; |
| 1604 |
} catch (\Exception $e) { |
| 1605 |
return $this->sendError([ |
| 1606 |
'message' => Helper::getSafeErrorMessage($e) |
| 1607 |
]); |
| 1608 |
} |
| 1609 |
} |
| 1610 |
|
| 1611 |
protected function approveDraftConversation($ticket, $response, $person, $content) |
| 1612 |
{ |
| 1613 |
$resetWaitingSince = apply_filters('fluent_support/reset_waiting_since', true, $content); |
| 1614 |
|
| 1615 |
$response->content = $content; |
| 1616 |
$response->conversation_type = 'response'; |
| 1617 |
$response->created_at = current_time('mysql'); |
| 1618 |
$response->save(); |
| 1619 |
|
| 1620 |
if ($person->person_type == 'agent' && $ticket->status == 'new') { |
| 1621 |
$ticket->status = 'active'; |
| 1622 |
if ($ticket->created_at) { |
| 1623 |
$ticket->first_response_time = strtotime(current_time('mysql')) - strtotime($ticket->created_at); |
| 1624 |
} else { |
| 1625 |
$ticket->first_response_time = 300; |
| 1626 |
} |
| 1627 |
} |
| 1628 |
|
| 1629 |
if ($resetWaitingSince) { |
| 1630 |
$ticket->last_agent_response = current_time('mysql'); |
| 1631 |
$ticket->waiting_since = current_time('mysql'); |
| 1632 |
} |
| 1633 |
|
| 1634 |
$ticket->response_count += 1; |
| 1635 |
$ticket->save(); |
| 1636 |
|
| 1637 |
do_action('fluent_support/response_added_by_' . $person->person_type, $response, $ticket, $person); |
| 1638 |
|
| 1639 |
return $response; |
| 1640 |
} |
| 1641 |
|
| 1642 |
/** |
| 1643 |
* getLiveActivity method will return the activity in a ticket by agents |
| 1644 |
* @param Request $request |
| 1645 |
* @param $ticket_id |
| 1646 |
* @return array |
| 1647 |
*/ |
| 1648 |
public function getLiveActivity(Request $request, $ticket_id) |
| 1649 |
{ |
| 1650 |
try { |
| 1651 |
$ticket = Ticket::findOrFail($ticket_id); |
| 1652 |
|
| 1653 |
$this->ensureCanAccessTicket($ticket); |
| 1654 |
|
| 1655 |
$agent = Helper::getAgentByUserId(); |
| 1656 |
|
| 1657 |
return [ |
| 1658 |
'live_activity' => TicketHelper::getActivity($ticket_id, $agent->id) |
| 1659 |
]; |
| 1660 |
} catch (\Exception $e) { |
| 1661 |
return $this->sendError([ |
| 1662 |
'message' => Helper::getSafeErrorMessage($e) |
| 1663 |
]); |
| 1664 |
} |
| 1665 |
} |
| 1666 |
|
| 1667 |
/** |
| 1668 |
* removeLiveActivity method will remove activities that |
| 1669 |
* @param Request $request |
| 1670 |
* @param $ticket_id |
| 1671 |
* @return array |
| 1672 |
*/ |
| 1673 |
public function removeLiveActivity(Request $request, $ticket_id) |
| 1674 |
{ |
| 1675 |
try { |
| 1676 |
$ticket = Ticket::findOrFail($ticket_id); |
| 1677 |
|
| 1678 |
$this->ensureCanAccessTicket($ticket); |
| 1679 |
|
| 1680 |
$agent = Helper::getAgentByUserId(); |
| 1681 |
|
| 1682 |
return [ |
| 1683 |
'result' => TicketHelper::removeFromActivities($ticket_id, $agent->id), |
| 1684 |
'agent_id' => $agent->id |
| 1685 |
]; |
| 1686 |
} catch (\Exception $e) { |
| 1687 |
return $this->sendError([ |
| 1688 |
'message' => Helper::getSafeErrorMessage($e) |
| 1689 |
]); |
| 1690 |
} |
| 1691 |
} |
| 1692 |
|
| 1693 |
/** |
| 1694 |
* addTag method will add tag in ticket by ticket id |
| 1695 |
* @param Request $request |
| 1696 |
* @param $ticket_id |
| 1697 |
* @return array |
| 1698 |
*/ |
| 1699 |
public function addTag(Request $request, $ticket_id) |
| 1700 |
{ |
| 1701 |
try { |
| 1702 |
$ticket = Ticket::findOrFail($ticket_id); |
| 1703 |
|
| 1704 |
$this->ensureCanAccessTicket($ticket); |
| 1705 |
|
| 1706 |
$ticket->applyTags($request->getSafe('tag_id', 'intval')); |
| 1707 |
|
| 1708 |
return [ |
| 1709 |
'message' => __('Tag has been added to this ticket', 'fluent-support'), |
| 1710 |
'tags' => $ticket->tags |
| 1711 |
]; |
| 1712 |
} catch (\Exception $e) { |
| 1713 |
return $this->sendError([ |
| 1714 |
'message' => Helper::getSafeErrorMessage($e) |
| 1715 |
]); |
| 1716 |
} |
| 1717 |
} |
| 1718 |
|
| 1719 |
/** |
| 1720 |
* detachTag method will remove all tags from tickets |
| 1721 |
* @param $ticket_id |
| 1722 |
* @param $tag_id |
| 1723 |
* @return array |
| 1724 |
*/ |
| 1725 |
public function detachTag($ticket_id, $tag_id) |
| 1726 |
{ |
| 1727 |
try { |
| 1728 |
$ticket = Ticket::findOrFail($ticket_id); |
| 1729 |
|
| 1730 |
$this->ensureCanAccessTicket($ticket); |
| 1731 |
|
| 1732 |
$ticket->detachTags($tag_id); |
| 1733 |
|
| 1734 |
return [ |
| 1735 |
'message' => __('Tag has been removed from this ticket', 'fluent-support'), |
| 1736 |
'tags' => $ticket->tags |
| 1737 |
]; |
| 1738 |
} catch (\Exception $e) { |
| 1739 |
return $this->sendError([ |
| 1740 |
'message' => Helper::getSafeErrorMessage($e) |
| 1741 |
]); |
| 1742 |
} |
| 1743 |
} |
| 1744 |
|
| 1745 |
/** |
| 1746 |
* changeTicketCustomer method will update customer in a ticket |
| 1747 |
* This method will get ticket id and customer id as parameter, it will replace existing customer id with new |
| 1748 |
* @param Request $request |
| 1749 |
* @return array |
| 1750 |
*/ |
| 1751 |
public function changeTicketCustomer(Request $request, $ticket_id) |
| 1752 |
{ |
| 1753 |
$ticketId = (int) $ticket_id; |
| 1754 |
$newCustomerId = $request->getSafe('customer', 'intval'); |
| 1755 |
|
| 1756 |
if (!$newCustomerId) { |
| 1757 |
return $this->sendError(__('Invalid customer selected.', 'fluent-support')); |
| 1758 |
} |
| 1759 |
|
| 1760 |
// Rebinding a ticket to another customer exposes that customer's private |
| 1761 |
// data (profile, custom fields) through the ticket, so it requires the same |
| 1762 |
// sensitive-data capability that gates the customer routes. |
| 1763 |
if (!PermissionManager::currentUserCan('fst_sensitive_data')) { |
| 1764 |
return $this->sendError(__('You do not have permission to change the ticket customer.', 'fluent-support')); |
| 1765 |
} |
| 1766 |
|
| 1767 |
try { |
| 1768 |
$ticket = Ticket::findOrFail($ticketId); |
| 1769 |
|
| 1770 |
$this->ensureCanAccessTicket($ticket); |
| 1771 |
|
| 1772 |
$targetCustomer = Customer::where('id', $newCustomerId) |
| 1773 |
->where('person_type', 'customer') |
| 1774 |
->first(); |
| 1775 |
|
| 1776 |
if (!$targetCustomer) { |
| 1777 |
return $this->sendError(__('Invalid customer selected.', 'fluent-support')); |
| 1778 |
} |
| 1779 |
|
| 1780 |
if ($ticket->customer_id == $newCustomerId) { |
| 1781 |
return $this->sendError(__('Customer already assigned to this ticket.', 'fluent-support')); |
| 1782 |
} |
| 1783 |
|
| 1784 |
$ticket->customer_id = $newCustomerId; |
| 1785 |
$ticket->save(); |
| 1786 |
|
| 1787 |
return ['message' => __('Customer has been updated', 'fluent-support')]; |
| 1788 |
|
| 1789 |
} catch (\Exception $e) { |
| 1790 |
return $this->sendError([ |
| 1791 |
'message' => Helper::getSafeErrorMessage($e) |
| 1792 |
]); |
| 1793 |
} |
| 1794 |
} |
| 1795 |
|
| 1796 |
/** |
| 1797 |
* getTicketCustomData method will return the custom data by ticket id |
| 1798 |
* @param Request $request |
| 1799 |
* @param $ticket_id |
| 1800 |
* @return array|array[] |
| 1801 |
*/ |
| 1802 |
public function getTicketCustomData(Request $request, $ticket_id) |
| 1803 |
{ |
| 1804 |
if (!defined('FLUENTSUPPORTPRO')) { |
| 1805 |
return [ |
| 1806 |
'custom_data' => [], |
| 1807 |
'rendered_fields' => [] |
| 1808 |
]; |
| 1809 |
} |
| 1810 |
|
| 1811 |
try { |
| 1812 |
$ticket = Ticket::findOrFail($ticket_id); |
| 1813 |
|
| 1814 |
$this->ensureCanAccessTicket($ticket); |
| 1815 |
|
| 1816 |
return [ |
| 1817 |
'custom_data' => (object)$ticket->customData(), |
| 1818 |
'rendered_fields' => \FluentSupportPro\App\Services\CustomFieldsService::getRenderedPublicFields($ticket->customer, 'admin') |
| 1819 |
]; |
| 1820 |
} catch (\Exception $e) { |
| 1821 |
return $this->sendError([ |
| 1822 |
'message' => Helper::getSafeErrorMessage($e) |
| 1823 |
]); |
| 1824 |
} |
| 1825 |
} |
| 1826 |
|
| 1827 |
/** |
| 1828 |
* syncFluentCrmTags method will synchronize the tags with Fluent CRM by contact id |
| 1829 |
*This function will get contact id and tags as parameter, get existing tags from crm and updated added/removed tags |
| 1830 |
* @param Request $request |
| 1831 |
* @param FluentCRMServices $fluentCRMServices |
| 1832 |
* @return array |
| 1833 |
*/ |
| 1834 |
public function syncFluentCrmTags(Request $request, FluentCRMServices $fluentCRMServices) |
| 1835 |
{ |
| 1836 |
$data = [ |
| 1837 |
'contact_id' => $request->getSafe('contact_id', 'intval'), |
| 1838 |
'tags' => $request->get('tags', null) |
| 1839 |
]; |
| 1840 |
|
| 1841 |
// Sanitize tags array if it's an array |
| 1842 |
if (is_array($data['tags'])) { |
| 1843 |
$data['tags'] = array_map('intval', $data['tags']); |
| 1844 |
} |
| 1845 |
|
| 1846 |
try { |
| 1847 |
return $fluentCRMServices->syncCrmTags($data); |
| 1848 |
} catch (\Exception $e) { |
| 1849 |
return $this->sendError([ |
| 1850 |
'message' => Helper::getSafeErrorMessage($e) |
| 1851 |
]); |
| 1852 |
} |
| 1853 |
} |
| 1854 |
|
| 1855 |
/** |
| 1856 |
* This `syncFluentCrmLists` method will synchronize the lists with Fluent CRM by contact id |
| 1857 |
* This method will get contact id and lists as parameter, get existing lists from crm and updated added/removed lists |
| 1858 |
* @param Request $request |
| 1859 |
* @param FluentCRMServices $fluentCRMServices |
| 1860 |
* @return array |
| 1861 |
*/ |
| 1862 |
|
| 1863 |
public function syncFluentCrmLists(Request $request, FluentCRMServices $fluentCRMServices) |
| 1864 |
{ |
| 1865 |
$data = [ |
| 1866 |
'contact_id' => $request->getSafe('contact_id', 'intval'), |
| 1867 |
'lists' => $request->get('lists', null, []) |
| 1868 |
]; |
| 1869 |
|
| 1870 |
// Sanitize lists array if it's an array |
| 1871 |
if (is_array($data['lists'])) { |
| 1872 |
$data['lists'] = array_map('intval', $data['lists']); |
| 1873 |
} |
| 1874 |
|
| 1875 |
try { |
| 1876 |
return $fluentCRMServices->syncCrmLists($data); |
| 1877 |
} catch (\Exception $e) { |
| 1878 |
return $this->sendError([ |
| 1879 |
'message' => Helper::getSafeErrorMessage($e) |
| 1880 |
]); |
| 1881 |
} |
| 1882 |
} |
| 1883 |
|
| 1884 |
/** |
| 1885 |
* Get ticket essentials data based on the provided types. |
| 1886 |
* |
| 1887 |
* @param \Illuminate\Http\Request $request |
| 1888 |
* @return array The ticket essentials data. |
| 1889 |
*/ |
| 1890 |
public function getTicketEssentials(Request $request) |
| 1891 |
{ |
| 1892 |
$type = $request->getSafe('type', 'sanitize_text_field'); |
| 1893 |
|
| 1894 |
return TicketHelper::getTicketEssentials($type); |
| 1895 |
} |
| 1896 |
|
| 1897 |
public function fetchLabelSearch() |
| 1898 |
{ |
| 1899 |
try { |
| 1900 |
$agent_id = get_current_user_id(); |
| 1901 |
return TicketHelper::getLabelSearch($agent_id); |
| 1902 |
} catch (\Exception $e) { |
| 1903 |
return $this->sendError([ |
| 1904 |
'message' => Helper::getSafeErrorMessage($e) |
| 1905 |
]); |
| 1906 |
} |
| 1907 |
} |
| 1908 |
|
| 1909 |
public function storeOrUpdateLabelSearch(Request $request) |
| 1910 |
{ |
| 1911 |
try { |
| 1912 |
$agent_id = get_current_user_id(); |
| 1913 |
$searchData = $request->get('query', null, []); |
| 1914 |
if (is_array($searchData)) { |
| 1915 |
$searchData = map_deep($searchData, 'sanitize_text_field'); |
| 1916 |
} |
| 1917 |
$filterType = Arr::get($searchData, 'filter_type', ''); |
| 1918 |
if ($filterType == 'advanced') { |
| 1919 |
return TicketHelper::saveSearchLabel($agent_id, $searchData, $filterType); |
| 1920 |
} |
| 1921 |
|
| 1922 |
return [ |
| 1923 |
'message' => __('Invalid filter type.', 'fluent-support'), |
| 1924 |
]; |
| 1925 |
|
| 1926 |
} catch (\Exception $e) { |
| 1927 |
return $this->sendError([ |
| 1928 |
'message' => Helper::getSafeErrorMessage($e) |
| 1929 |
]); |
| 1930 |
} |
| 1931 |
} |
| 1932 |
|
| 1933 |
public function deleteLabelSearch(Request $request, $search_id) |
| 1934 |
{ |
| 1935 |
try { |
| 1936 |
$agent_id = get_current_user_id(); |
| 1937 |
return TicketHelper::deleteSavedSearch($search_id); |
| 1938 |
} catch (\Exception $e) { |
| 1939 |
return $this->sendError([ |
| 1940 |
'message' => Helper::getSafeErrorMessage($e) |
| 1941 |
]); |
| 1942 |
} |
| 1943 |
} |
| 1944 |
} |
| 1945 |
|
