| 1 |
<?php |
| 2 |
|
| 3 |
namespace FluentSupport\App\Services; |
| 4 |
|
| 5 |
use FluentSupport\App\Models\Agent; |
| 6 |
use FluentSupport\App\Models\Conversation; |
| 7 |
use FluentSupport\App\Models\MailBox; |
| 8 |
use FluentSupport\App\Models\Meta; |
| 9 |
use FluentSupport\App\Models\Product; |
| 10 |
use FluentSupport\App\Models\TagPivot; |
| 11 |
use FluentSupport\App\Models\Ticket; |
| 12 |
use FluentSupport\App\Models\TicketTag; |
| 13 |
use FluentSupport\App\Modules\PermissionManager; |
| 14 |
use FluentSupport\App\Services\Helper; |
| 15 |
|
| 16 |
class TicketHelper |
| 17 |
{ |
| 18 |
/** |
| 19 |
* getActivity method will return the activity in a ticket by agent |
| 20 |
* @param $ticketId |
| 21 |
* @param false $currentAgentId |
| 22 |
* @return array |
| 23 |
*/ |
| 24 |
public static function getActivity($ticketId, $currentAgentId = false) |
| 25 |
{ |
| 26 |
//Get the ticket meta information |
| 27 |
$meta = Meta::where('object_type', 'ticket_meta') |
| 28 |
->where('key', '_live_activity') |
| 29 |
->where('object_id', $ticketId) |
| 30 |
->first(); |
| 31 |
|
| 32 |
$activities = []; |
| 33 |
if ($meta) { |
| 34 |
$activities = Helper::safeUnserialize($meta->value); |
| 35 |
} |
| 36 |
|
| 37 |
foreach ($activities as $index => $activity) { |
| 38 |
if ((time() - $activity) > 60) { |
| 39 |
unset($activities[$index]); |
| 40 |
} |
| 41 |
} |
| 42 |
|
| 43 |
if (!$currentAgentId) { |
| 44 |
return self::getAgentsInfoFromActivities($activities); |
| 45 |
} |
| 46 |
|
| 47 |
$activities[$currentAgentId] = time(); |
| 48 |
|
| 49 |
if ($meta) { |
| 50 |
$meta->value = maybe_serialize($activities); |
| 51 |
$meta->save(); |
| 52 |
} else { |
| 53 |
Meta::insert([ |
| 54 |
'object_type' => 'ticket_meta', |
| 55 |
'key' => '_live_activity', |
| 56 |
'object_id' => $ticketId, |
| 57 |
'value' => maybe_serialize($activities) |
| 58 |
]); |
| 59 |
} |
| 60 |
|
| 61 |
return self::getAgentsInfoFromActivities($activities); |
| 62 |
} |
| 63 |
|
| 64 |
private static function getAgentsInfoFromActivities($activities) |
| 65 |
{ |
| 66 |
if (!$activities) { |
| 67 |
return []; |
| 68 |
} |
| 69 |
|
| 70 |
return Agent::select(['id', 'email', 'first_name', 'last_name']) |
| 71 |
->whereIn('id', array_keys($activities)) |
| 72 |
->get(); |
| 73 |
} |
| 74 |
|
| 75 |
/** |
| 76 |
* Batch-load live activity for a collection of tickets. |
| 77 |
* Uses 2 queries total: one for activity metas, one for all agents. |
| 78 |
* |
| 79 |
* @param \Iterable $tickets Collection of Ticket models |
| 80 |
* @return void |
| 81 |
*/ |
| 82 |
public static function loadBatchLiveActivities($tickets) |
| 83 |
{ |
| 84 |
$activeTicketIds = $tickets->where('status', '!=', 'closed')->pluck('id')->toArray(); |
| 85 |
|
| 86 |
if (!$activeTicketIds) { |
| 87 |
foreach ($tickets as $ticket) { |
| 88 |
$ticket->live_activity = []; |
| 89 |
} |
| 90 |
return; |
| 91 |
} |
| 92 |
|
| 93 |
$activityMetas = Meta::where('object_type', 'ticket_meta') |
| 94 |
->where('key', '_live_activity') |
| 95 |
->whereIn('object_id', $activeTicketIds) |
| 96 |
->get() |
| 97 |
->keyBy('object_id'); |
| 98 |
|
| 99 |
$allAgentIds = []; |
| 100 |
$ticketActivities = []; |
| 101 |
|
| 102 |
foreach ($activityMetas as $ticketId => $meta) { |
| 103 |
$activities = Helper::safeUnserialize($meta->value); |
| 104 |
if (!is_array($activities)) { |
| 105 |
continue; |
| 106 |
} |
| 107 |
|
| 108 |
$activities = array_filter($activities, function ($time) { |
| 109 |
return (time() - $time) <= 60; |
| 110 |
}); |
| 111 |
|
| 112 |
$ticketActivities[$ticketId] = $activities; |
| 113 |
$allAgentIds = array_merge($allAgentIds, array_keys($activities)); |
| 114 |
} |
| 115 |
|
| 116 |
$allAgentIds = array_unique(array_filter($allAgentIds)); |
| 117 |
$agents = $allAgentIds |
| 118 |
? Agent::select(['id', 'email', 'first_name', 'last_name']) |
| 119 |
->whereIn('id', $allAgentIds) |
| 120 |
->get() |
| 121 |
->keyBy('id') |
| 122 |
: []; |
| 123 |
|
| 124 |
$activitiesByTicket = []; |
| 125 |
foreach ($ticketActivities as $ticketId => $activities) { |
| 126 |
$ticketAgents = []; |
| 127 |
foreach (array_keys($activities) as $agentId) { |
| 128 |
if (isset($agents[$agentId])) { |
| 129 |
$ticketAgents[] = $agents[$agentId]; |
| 130 |
} |
| 131 |
} |
| 132 |
$activitiesByTicket[$ticketId] = $ticketAgents; |
| 133 |
} |
| 134 |
|
| 135 |
foreach ($tickets as $ticket) { |
| 136 |
$ticket->live_activity = $activitiesByTicket[$ticket->id] ?? []; |
| 137 |
} |
| 138 |
} |
| 139 |
|
| 140 |
/** |
| 141 |
* removeFromActivities method will remove the old live activity by agent and ticket id |
| 142 |
* @param $ticketId |
| 143 |
* @param $agentId |
| 144 |
* @return bool |
| 145 |
*/ |
| 146 |
public static function removeFromActivities($ticketId, $agentId) |
| 147 |
{ |
| 148 |
$meta = Meta::where('object_type', 'ticket_meta') |
| 149 |
->where('key', '_live_activity') |
| 150 |
->where('object_id', $ticketId) |
| 151 |
->first(); |
| 152 |
|
| 153 |
$activities = []; |
| 154 |
if ($meta) { |
| 155 |
$activities = Helper::safeUnserialize($meta->value); |
| 156 |
} |
| 157 |
|
| 158 |
if (!$activities) { |
| 159 |
return false; |
| 160 |
} |
| 161 |
|
| 162 |
unset($activities[$agentId]); |
| 163 |
foreach ($activities as $index => $activity) { |
| 164 |
if ((time() - $activity) > 60) { |
| 165 |
unset($activities[$index]); |
| 166 |
} |
| 167 |
} |
| 168 |
|
| 169 |
$meta->value = maybe_serialize($activities); |
| 170 |
$meta->save(); |
| 171 |
|
| 172 |
return true; |
| 173 |
} |
| 174 |
|
| 175 |
/** |
| 176 |
* getSuggestedTickets method will return the list of Suggested tickets |
| 177 |
* This method will get the agent id as parameter and fetch ticket information that are waiting to reply or unassigned |
| 178 |
* @param $agentId |
| 179 |
* @param int $limit |
| 180 |
* @return mixed |
| 181 |
*/ |
| 182 |
public static function getSuggestedTickets($agentId, $limit = 5) |
| 183 |
{ |
| 184 |
$restrictedBusinessBoxes = PermissionManager::getRestrictedMailboxIds(); |
| 185 |
|
| 186 |
//Get lis of tickets which are waiting for reply |
| 187 |
$tickets = Ticket::where('agent_id', $agentId) |
| 188 |
->where(function ($q) use ($restrictedBusinessBoxes) { |
| 189 |
$q->whereNotIn('mailbox_id', $restrictedBusinessBoxes); |
| 190 |
$q->orWhereNull('mailbox_id'); |
| 191 |
}) |
| 192 |
->where('status', '!=', 'closed') |
| 193 |
->applyFilters([ |
| 194 |
'waiting_for_reply' => 'yes' |
| 195 |
]) |
| 196 |
->oldest('last_customer_response') |
| 197 |
->limit($limit) |
| 198 |
->with( |
| 199 |
[ |
| 200 |
'customer', |
| 201 |
'mailbox', |
| 202 |
'tags', |
| 203 |
'agent' |
| 204 |
]) |
| 205 |
->get(); |
| 206 |
|
| 207 |
//If no ticket is available for reply and logged-in user has permission to manage unassigned tickets |
| 208 |
if($tickets->isEmpty() && PermissionManager::currentUserCan('fst_manage_unassigned_tickets')) { |
| 209 |
//Get the ticket list which status is not closed and agent id is null or 0 |
| 210 |
$tickets = Ticket::where('status', '!=', 'closed') |
| 211 |
->oldest('id') |
| 212 |
->where(function ($q) use ($restrictedBusinessBoxes) { |
| 213 |
$q->whereNotIn('mailbox_id', $restrictedBusinessBoxes); |
| 214 |
$q->orWhereNull('mailbox_id'); |
| 215 |
}) |
| 216 |
->where(function ($q) { |
| 217 |
$q->whereNull('agent_id'); |
| 218 |
$q->orWhere('agent_id', '0'); |
| 219 |
}) |
| 220 |
->with( |
| 221 |
[ |
| 222 |
'customer', |
| 223 |
'mailbox', |
| 224 |
'tags', |
| 225 |
]) |
| 226 |
->limit($limit) |
| 227 |
->get(); |
| 228 |
} |
| 229 |
|
| 230 |
|
| 231 |
return $tickets; |
| 232 |
|
| 233 |
} |
| 234 |
|
| 235 |
// This method will return all tagged/mentioned/watcher ticket's ids for filtering |
| 236 |
public static function getWatcherTicketIds($agentId) |
| 237 |
{ |
| 238 |
$mentioned = TagPivot::where('source_type', 'ticket_watcher') |
| 239 |
->where('tag_id', $agentId) |
| 240 |
->latest('id') |
| 241 |
->get(['source_id']); |
| 242 |
|
| 243 |
$ticketIds = array_column($mentioned->toArray(), 'source_id'); |
| 244 |
return $ticketIds; |
| 245 |
} |
| 246 |
|
| 247 |
// This method will return all tagged/mentioned/watcher tickets of logged in agent |
| 248 |
public static function getTicketsToWatch() |
| 249 |
{ |
| 250 |
$agent = Helper::getCurrentAgent(); |
| 251 |
$restrictedBusinessBoxes = PermissionManager::getRestrictedMailboxIds(); |
| 252 |
|
| 253 |
$tickets = Ticket::with( |
| 254 |
[ |
| 255 |
'customer', |
| 256 |
'mailbox', |
| 257 |
'tags', |
| 258 |
'agent' |
| 259 |
]) |
| 260 |
->limit(5) |
| 261 |
->where(function ($q) use ($restrictedBusinessBoxes) { |
| 262 |
$q->whereNotIn('mailbox_id', $restrictedBusinessBoxes); |
| 263 |
$q->orWhereNull('mailbox_id'); |
| 264 |
}) |
| 265 |
->join('fs_tag_pivot', 'fs_tag_pivot.source_id', '=', 'fs_tickets.id') |
| 266 |
->where('fs_tag_pivot.source_type', '=', 'ticket_watcher') |
| 267 |
->where('fs_tag_pivot.tag_id', '=', $agent->id) |
| 268 |
->select(['fs_tickets.*']) |
| 269 |
->get(); |
| 270 |
|
| 271 |
return $tickets; |
| 272 |
} |
| 273 |
|
| 274 |
// This method will return all ticket watcher inside a ticket |
| 275 |
public static function getWatchers($watchers) |
| 276 |
{ |
| 277 |
$watcherAgents = []; |
| 278 |
|
| 279 |
foreach ($watchers as $watcher) { |
| 280 |
$watcherAgents[] = Agent::where('id', absint($watcher->tag_id))->select(['id', 'first_name', 'last_name'])->first(); |
| 281 |
} |
| 282 |
|
| 283 |
return $watcherAgents; |
| 284 |
} |
| 285 |
|
| 286 |
/** @internal Not called from core controllers — available for Pro/hook usage. */ |
| 287 |
public static function getCarbonCopyCustomerInfo($ticketId){ |
| 288 |
$existing = Meta::where('object_type', 'beginning_cc_info')->where('object_id', $ticketId)->first(); |
| 289 |
if($existing){ |
| 290 |
return Helper::safeUnserialize($existing->value, []); |
| 291 |
} |
| 292 |
|
| 293 |
return []; |
| 294 |
} |
| 295 |
|
| 296 |
// This method will count total tickets |
| 297 |
public static function countAllTickets() |
| 298 |
{ |
| 299 |
return (new Ticket())->count(); |
| 300 |
} |
| 301 |
// This method will count all un-assigned tickets |
| 302 |
public static function countUnassignedTickets() |
| 303 |
{ |
| 304 |
return Ticket::whereNull('agent_id')->count(); |
| 305 |
} |
| 306 |
// This method will count all closed tickets |
| 307 |
public static function countClosedTickets() |
| 308 |
{ |
| 309 |
return Ticket::where('status', 'closed')->count(); |
| 310 |
} |
| 311 |
|
| 312 |
// This method will count all New tickets |
| 313 |
public static function countNewTickets() |
| 314 |
{ |
| 315 |
return Ticket::where('status', 'new')->count(); |
| 316 |
} |
| 317 |
|
| 318 |
// This method will count all Active tickets |
| 319 |
public static function countActiveTickets() |
| 320 |
{ |
| 321 |
return Ticket::where('status', 'active')->count(); |
| 322 |
} |
| 323 |
|
| 324 |
public static function getTicketEssentials($type = '') |
| 325 |
{ |
| 326 |
$agents = Agent::select(['id', 'first_name', 'last_name']) |
| 327 |
->where('person_type', 'agent') |
| 328 |
->get()->toArray(); |
| 329 |
|
| 330 |
$data = [ |
| 331 |
'client_priorities' => Helper::customerTicketPriorities(), |
| 332 |
'ticket_statuses_group' => Helper::ticketStatusGroups(), |
| 333 |
'agents' => $agents, |
| 334 |
'changeable_ticket_statuses' => Helper::changeableTicketStatuses(), |
| 335 |
'admin_priorities' => Helper::adminTicketPriorities(), |
| 336 |
'enable_draft_mode' => Helper::getBusinessSettings('enable_draft_mode', 'no'), |
| 337 |
'max_file_upload' => Helper::getBusinessSettings('max_file_upload', 3), |
| 338 |
'support_products' => Product::select(['id', 'title'])->get(), |
| 339 |
'ticket_tags' => TicketTag::select(['id', 'title'])->get()->toArray(), |
| 340 |
'mailboxes' => MailBox::getAccessibleBoxes(), |
| 341 |
'ticket_statuses' => Helper::ticketStatuses(), |
| 342 |
]; |
| 343 |
|
| 344 |
return $type ? $data[$type] : $data; |
| 345 |
} |
| 346 |
|
| 347 |
public static function getLabelSearch($agentId) |
| 348 |
{ |
| 349 |
$lists = Meta::where('object_id', $agentId) |
| 350 |
->where('object_type', 'search_meta') |
| 351 |
->where('key', 'label_search') |
| 352 |
->first(); |
| 353 |
$unserialize = []; |
| 354 |
if ($lists) { |
| 355 |
$unserialize = Helper::safeUnserialize($lists->value); |
| 356 |
} |
| 357 |
|
| 358 |
return $unserialize; |
| 359 |
} |
| 360 |
|
| 361 |
public static function saveSearchLabel($agent_id, $searchData, $filterType) { |
| 362 |
|
| 363 |
$agent_id = get_current_user_id(); |
| 364 |
$existingRecord = Meta::where('object_id', $agent_id) |
| 365 |
->where('object_type', 'search_meta') |
| 366 |
->where('key', 'label_search') |
| 367 |
->first(); |
| 368 |
|
| 369 |
// If record exists, unserialize the data or initialize an empty array |
| 370 |
$existingData = $existingRecord ? Helper::safeUnserialize($existingRecord->value) ?: [] : []; |
| 371 |
|
| 372 |
// Check if it's an update or new entry |
| 373 |
$isUpdate = isset($searchData['id']) && array_filter($existingData, function ($item) use ($searchData) { |
| 374 |
return isset($item['id']) && $item['id'] == $searchData['id']; |
| 375 |
}); |
| 376 |
|
| 377 |
// Handle adding or updating |
| 378 |
$updatedData = self::addOrUpdateSearchData($existingData, $searchData); |
| 379 |
|
| 380 |
// Save the updated data back to the database |
| 381 |
if ($existingRecord) { |
| 382 |
$existingRecord->update([ |
| 383 |
'value' => maybe_serialize($updatedData) |
| 384 |
]); |
| 385 |
} else { |
| 386 |
Meta::insert([ |
| 387 |
'object_type' => 'search_meta', |
| 388 |
'key' => 'label_search', |
| 389 |
'object_id' => $agent_id, |
| 390 |
'value' => maybe_serialize($updatedData) |
| 391 |
]); |
| 392 |
} |
| 393 |
|
| 394 |
$message = $isUpdate |
| 395 |
? __('Your saved search has been updated successfully!', 'fluent-support') |
| 396 |
: __('Your search has been saved successfully!', 'fluent-support'); |
| 397 |
|
| 398 |
return [ |
| 399 |
'message' => $message, |
| 400 |
]; |
| 401 |
} |
| 402 |
|
| 403 |
private static function addOrUpdateSearchData(array $existingData, array $searchData): array |
| 404 |
{ |
| 405 |
if (isset($searchData['id'])) { |
| 406 |
$updated = false; |
| 407 |
|
| 408 |
// Update the existing record with the matching ID |
| 409 |
foreach ($existingData as &$record) { |
| 410 |
if (isset($record['id']) && $record['id'] == $searchData['id']) { |
| 411 |
$record = array_merge($record, $searchData); |
| 412 |
$updated = true; |
| 413 |
break; |
| 414 |
} |
| 415 |
} |
| 416 |
|
| 417 |
// If no matching record found, append the new data |
| 418 |
if (!$updated) { |
| 419 |
$existingData[] = $searchData; |
| 420 |
} |
| 421 |
} else { |
| 422 |
// If no ID provided, generate a new one and add the data |
| 423 |
$newId = self::generateNewId($existingData); |
| 424 |
$searchData['id'] = $newId; |
| 425 |
$existingData[] = $searchData; |
| 426 |
} |
| 427 |
|
| 428 |
return $existingData; |
| 429 |
} |
| 430 |
|
| 431 |
public static function deleteSavedSearch($search_id) { |
| 432 |
$agent_id = get_current_user_id(); |
| 433 |
$existingRecord = Meta::where('object_id', $agent_id) |
| 434 |
->where('object_type', 'search_meta') |
| 435 |
->where('key', 'label_search') |
| 436 |
->first(); |
| 437 |
|
| 438 |
if ($existingRecord) { |
| 439 |
$existingData = Helper::safeUnserialize($existingRecord->value) ?: []; |
| 440 |
|
| 441 |
$updatedData = array_filter($existingData, function ($item) use ($search_id) { |
| 442 |
return isset($item['id']) && $item['id'] != $search_id; |
| 443 |
}); |
| 444 |
|
| 445 |
if (count($existingData) !== count($updatedData)) { |
| 446 |
$existingRecord->update([ |
| 447 |
'value' => maybe_serialize(array_values($updatedData)) |
| 448 |
]); |
| 449 |
return [ |
| 450 |
'message' => __('Search deleted successfully.', 'fluent-support'), |
| 451 |
]; |
| 452 |
} |
| 453 |
|
| 454 |
return [ |
| 455 |
'message' => __('Search ID not found.', 'fluent-support'), |
| 456 |
]; |
| 457 |
} |
| 458 |
} |
| 459 |
|
| 460 |
private static function generateNewId(array $existingData): int |
| 461 |
{ |
| 462 |
if (empty($existingData)) { |
| 463 |
return 1; |
| 464 |
} |
| 465 |
|
| 466 |
$maxId = max(array_column($existingData, 'id')); |
| 467 |
return $maxId + 1; |
| 468 |
} |
| 469 |
} |
| 470 |
|
