← All changes | app/Services/TicketHelper.php +104 -12 1.10.5 → 2.4.0 View file →

		@@ -60,20 +60,85 @@
60	60
61	61	return self::getAgentsInfoFromActivities($activities);
62	62	}
63	63
64		- public static function getAgentsInfoFromActivities($activities)
	64	+ private static function getAgentsInfoFromActivities($activities)
65	65	{
66	66	if (!$activities) {
67	67	return [];
68	68	}
69	69
70		- return Agent::select(['email', 'first_name', 'last_name'])
	70	+ return Agent::select(['id', 'email', 'first_name', 'last_name'])
71	71	->whereIn('id', array_keys($activities))
72	72	->get();
73	73	}
74	74
75	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	+ /**
76	141	* removeFromActivities method will remove the old live activity by agent and ticket id
77	142	* @param $ticketId
78	143	* @param $agentId
79	144	* @return bool
		@@ -115,13 +180,16 @@
115	180	* @return mixed
116	181	*/
117	182	public static function getSuggestedTickets($agentId, $limit = 5)
118	183	{
119		- $restrictedBusinessBoxes = PermissionManager::currentUserRestrictedBusinessBoxes();
	184	+ $restrictedBusinessBoxes = PermissionManager::getRestrictedMailboxIds();
120	185
121	186	//Get lis of tickets which are waiting for reply
122	187	$tickets = Ticket::where('agent_id', $agentId)
123		- ->whereNotIn('mailbox_id', $restrictedBusinessBoxes)
	188	+ ->where(function ($q) use ($restrictedBusinessBoxes) {
	189	+ $q->whereNotIn('mailbox_id', $restrictedBusinessBoxes);
	190	+ $q->orWhereNull('mailbox_id');
	191	+ })
124	192	->where('status', '!=', 'closed')
125	193	->applyFilters([
126	194	'waiting_for_reply' => 'yes'
127	195	])
		@@ -126,9 +194,15 @@
126	194	'waiting_for_reply' => 'yes'
127	195	])
128	196	->oldest('last_customer_response')
129	197	->limit($limit)
130		- ->with('customer')
	198	+ ->with(
	199	+ [
	200	+ 'customer',
	201	+ 'mailbox',
	202	+ 'tags',
	203	+ 'agent'
	204	+ ])
131	205	->get();
132	206
133	207	//If no ticket is available for reply and logged-in user has permission to manage unassigned tickets
134	208	if($tickets->isEmpty() && PermissionManager::currentUserCan('fst_manage_unassigned_tickets')) {
		@@ -134,14 +208,22 @@
134	208	if($tickets->isEmpty() && PermissionManager::currentUserCan('fst_manage_unassigned_tickets')) {
135	209	//Get the ticket list which status is not closed and agent id is null or 0
136	210	$tickets = Ticket::where('status', '!=', 'closed')
137	211	->oldest('id')
138		- ->whereNotIn('mailbox_id', $restrictedBusinessBoxes)
	212	+ ->where(function ($q) use ($restrictedBusinessBoxes) {
	213	+ $q->whereNotIn('mailbox_id', $restrictedBusinessBoxes);
	214	+ $q->orWhereNull('mailbox_id');
	215	+ })
139	216	->where(function ($q) {
140	217	$q->whereNull('agent_id');
141	218	$q->orWhere('agent_id', '0');
142	219	})
143		- ->with('customer')
	220	+ ->with(
	221	+ [
	222	+ 'customer',
	223	+ 'mailbox',
	224	+ 'tags',
	225	+ ])
144	226	->limit($limit)
145	227	->get();
146	228	}
147	229
		@@ -165,13 +247,22 @@
165	247	// This method will return all tagged/mentioned/watcher tickets of logged in agent
166	248	public static function getTicketsToWatch()
167	249	{
168	250	$agent = Helper::getCurrentAgent();
169		- $restrictedBusinessBoxes = PermissionManager::currentUserRestrictedBusinessBoxes();
	251	+ $restrictedBusinessBoxes = PermissionManager::getRestrictedMailboxIds();
170	252
171		- $tickets = Ticket::with('customer')
	253	+ $tickets = Ticket::with(
	254	+ [
	255	+ 'customer',
	256	+ 'mailbox',
	257	+ 'tags',
	258	+ 'agent'
	259	+ ])
172	260	->limit(5)
173		- ->whereNotIn('mailbox_id', $restrictedBusinessBoxes)
	261	+ ->where(function ($q) use ($restrictedBusinessBoxes) {
	262	+ $q->whereNotIn('mailbox_id', $restrictedBusinessBoxes);
	263	+ $q->orWhereNull('mailbox_id');
	264	+ })
174	265	->join('fs_tag_pivot', 'fs_tag_pivot.source_id', '=', 'fs_tickets.id')
175	266	->where('fs_tag_pivot.source_type', '=', 'ticket_watcher')
176	267	->where('fs_tag_pivot.tag_id', '=', $agent->id)
177	268	->select(['fs_tickets.*'])
		@@ -191,8 +282,9 @@
191	282
192	283	return $watcherAgents;
193	284	}
194	285
	286	+ /** @internal Not called from core controllers — available for Pro/hook usage. */
195	287	public static function getCarbonCopyCustomerInfo($ticketId){
196	288	$existing = Meta::where('object_type', 'beginning_cc_info')->where('object_id', $ticketId)->first();
197	289	if($existing){
198	290	return Helper::safeUnserialize($existing->value, []);
		@@ -242,11 +334,11 @@
242	334	'changeable_ticket_statuses' => Helper::changeableTicketStatuses(),
243	335	'admin_priorities' => Helper::adminTicketPriorities(),
244	336	'enable_draft_mode' => Helper::getBusinessSettings('enable_draft_mode', 'no'),
245	337	'max_file_upload' => Helper::getBusinessSettings('max_file_upload', 3),
246		- 'support_products' => Product::select(['id', 'title'])->get(),
	338	+ 'support_products' => Product::select(['id', 'title'])->orderedByTitle()->get(),
247	339	'ticket_tags' => TicketTag::select(['id', 'title'])->get()->toArray(),
248		- 'mailboxes' => MailBox::select(['id', 'name', 'settings'])->get(),
	340	+ 'mailboxes' => MailBox::getAccessibleBoxes(),
249	341	'ticket_statuses' => Helper::ticketStatuses(),
250	342	];
251	343
252	344	return $type ? $data[$type] : $data;