← All changes | app/Services/TicketHelper.php +358 -8 1.4.5 → 2.4.0 View file →

		@@ -2,16 +2,29 @@
2	2
3	3	namespace FluentSupport\App\Services;
4	4
5	5	use FluentSupport\App\Models\Agent;
	6	+use FluentSupport\App\Models\Conversation;
	7	+use FluentSupport\App\Models\MailBox;
6	8	use FluentSupport\App\Models\Meta;
	9	+use FluentSupport\App\Models\Product;
	10	+use FluentSupport\App\Models\TagPivot;
7	11	use FluentSupport\App\Models\Ticket;
	12	+use FluentSupport\App\Models\TicketTag;
8	13	use FluentSupport\App\Modules\PermissionManager;
	14	+use FluentSupport\App\Services\Helper;
9	15
10	16	class TicketHelper
11	17	{
	18	+ /**
	19	+ * getActivity method will return the activity in a ticket by agent
	20	+ * @param $ticketId
	21	+ * @param false $currentAgentId
	22	+ * @return array
	23	+ */
12	24	public static function getActivity($ticketId, $currentAgentId = false)
13	25	{
	26	+ //Get the ticket meta information
14	27	$meta = Meta::where('object_type', 'ticket_meta')
15	28	->where('key', '_live_activity')
16	29	->where('object_id', $ticketId)
17	30	->first();
		@@ -17,9 +30,9 @@
17	30	->first();
18	31
19	32	$activities = [];
20	33	if ($meta) {
21		- $activities = maybe_unserialize($meta->value);
	34	+ $activities = Helper::safeUnserialize($meta->value);
22	35	}
23	36
24	37	foreach ($activities as $index => $activity) {
25	38	if ((time() - $activity) > 60) {
		@@ -47,19 +60,90 @@
47	60
48	61	return self::getAgentsInfoFromActivities($activities);
49	62	}
50	63
51		- public static function getAgentsInfoFromActivities($activities)
	64	+ private static function getAgentsInfoFromActivities($activities)
52	65	{
53	66	if (!$activities) {
54	67	return [];
55	68	}
56	69
57		- return Agent::select(['email', 'first_name', 'last_name'])
	70	+ return Agent::select(['id', 'email', 'first_name', 'last_name'])
58	71	->whereIn('id', array_keys($activities))
59	72	->get();
60	73	}
61	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 $agentId
	144	+ * @return bool
	145	+ */
62	146	public static function removeFromActivities($ticketId, $agentId)
63	147	{
64	148	$meta = Meta::where('object_type', 'ticket_meta')
65	149	->where('key', '_live_activity')
		@@ -67,9 +151,9 @@
67	151	->first();
68	152
69	153	$activities = [];
70	154	if ($meta) {
71		- $activities = maybe_unserialize($meta->value);
	155	+ $activities = Helper::safeUnserialize($meta->value);
72	156	}
73	157
74	158	if (!$activities) {
75	159	return false;
		@@ -87,28 +171,59 @@
87	171
88	172	return true;
89	173	}
90	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 $limit
	180	+ * @return mixed
	181	+ */
91	182	public static function getSuggestedTickets($agentId, $limit = 5)
92	183	{
	184	+ $restrictedBusinessBoxes = PermissionManager::getRestrictedMailboxIds();
	185	+
	186	+ //Get lis of tickets which are waiting for reply
93	187	$tickets = Ticket::where('agent_id', $agentId)
	188	+ ->where(function ($q) use ($restrictedBusinessBoxes) {
	189	+ $q->whereNotIn('mailbox_id', $restrictedBusinessBoxes);
	190	+ $q->orWhereNull('mailbox_id');
	191	+ })
94	192	->where('status', '!=', 'closed')
95	193	->applyFilters([
96	194	'waiting_for_reply' => 'yes'
97	195	])
98		- ->orderBy('last_customer_response', 'ASC')
	196	+ ->oldest('last_customer_response')
99	197	->limit($limit)
100		- ->with('customer')
	198	+ ->with(
	199	+ [
	200	+ 'customer',
	201	+ 'mailbox',
	202	+ 'tags',
	203	+ 'agent'
	204	+ ])
101	205	->get();
102	206
	207	+ //If no ticket is available for reply and logged-in user has permission to manage unassigned tickets
103	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
104	210	$tickets = Ticket::where('status', '!=', 'closed')
105		- ->orderBy('id', 'ASC')
	211	+ ->oldest('id')
	212	+ ->where(function ($q) use ($restrictedBusinessBoxes) {
	213	+ $q->whereNotIn('mailbox_id', $restrictedBusinessBoxes);
	214	+ $q->orWhereNull('mailbox_id');
	215	+ })
106	216	->where(function ($q) {
107	217	$q->whereNull('agent_id');
108	218	$q->orWhere('agent_id', '0');
109	219	})
110		- ->with('customer')
	220	+ ->with(
	221	+ [
	222	+ 'customer',
	223	+ 'mailbox',
	224	+ 'tags',
	225	+ ])
111	226	->limit($limit)
112	227	->get();
113	228	}
114	229
		@@ -114,6 +229,241 @@
114	229
115	230
116	231	return $tickets;
117	232
	233	+ }
	234	+
	235	+ // This method will return all tagged/mentioned/watcher ticket's ids for filtering
	236	+ public static function getWatcherTicketIds($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'])->orderedByTitle()->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;
118	468	}
119	469	}