| @@ -1,9 +1,14 @@ | ||
| 1 | 1 | <?php |
| 2 | 2 | |
| 3 | 3 | namespace FluentSupport\App\Models; |
| 4 | 4 | |
| 5 | +use Exception; | |
| 6 | +use FluentSupport\App\Modules\PermissionManager; | |
| 5 | 7 | use FluentSupport\App\Services\Helper; |
| 8 | +use FluentSupport\App\Services\TicketHelper; | |
| 9 | +use FluentSupport\App\Services\TicketQueryService; | |
| 10 | +use FluentSupport\App\Services\Tickets\TicketService; | |
| 6 | 11 | use FluentSupport\Framework\Support\Arr; |
| 7 | 12 | |
| 8 | 13 | class Ticket extends Model |
| 9 | 14 | { |
| @@ -8,9 +13,22 @@ | ||
| 8 | 13 | class Ticket extends Model |
| 9 | 14 | { |
| 10 | 15 | protected $table = 'fs_tickets'; |
| 11 | 16 | |
| 17 | + protected $dates = ['waiting_since']; | |
| 18 | + | |
| 12 | 19 | /** |
| 20 | + * The ticket hash is a bearer credential for the signed public ticket view, | |
| 21 | + * so it must never be serialized into an API response. PHP property access | |
| 22 | + * is unaffected, which is what Helper::getTicketViewSignedUrl() relies on. | |
| 23 | + * | |
| 24 | + * @var array | |
| 25 | + */ | |
| 26 | + protected $hidden = ['hash', 'content_hash']; | |
| 27 | + | |
| 28 | + protected $appends = ['display_ticket_number']; | |
| 29 | + | |
| 30 | + /** | |
| 13 | 31 | * The attributes that are mass assignable. |
| 14 | 32 | * |
| 15 | 33 | * @var array |
| 16 | 34 | */ |
| @@ -36,22 +54,65 @@ | ||
| 36 | 54 | 'response_count', |
| 37 | 55 | 'first_response_time', |
| 38 | 56 | 'total_close_time', |
| 39 | 57 | 'resolved_at', |
| 40 | - 'closed_by' | |
| 58 | + 'closed_by', | |
| 59 | + 'created_by', | |
| 60 | + 'serial_number', | |
| 61 | + 'ticket_number' | |
| 41 | 62 | ]; |
| 42 | 63 | |
| 43 | 64 | public static function boot() |
| 44 | 65 | { |
| 66 | + parent::boot(); | |
| 67 | + | |
| 45 | 68 | static::creating(function ($model) { |
| 46 | - $model->slug = static::slugify($model->title); | |
| 47 | - $model->hash = substr(md5(time() . wp_generate_uuid4()), 0, 8) . mt_rand(1, 99); | |
| 69 | + if (empty($model->slug)) { | |
| 70 | + $model->slug = static::slugify($model->title); | |
| 71 | + } | |
| 72 | + | |
| 73 | + $model->hash = bin2hex(random_bytes(16)); | |
| 74 | + $model->content_hash = md5($model->content); | |
| 75 | + | |
| 48 | 76 | $model->last_customer_response = current_time('mysql'); |
| 49 | - $model->content_hash = md5($model->content); | |
| 50 | 77 | $model->created_at = current_time('mysql'); |
| 51 | 78 | $model->updated_at = current_time('mysql'); |
| 52 | 79 | $model->waiting_since = current_time('mysql'); |
| 80 | + | |
| 53 | 81 | }); |
| 82 | + | |
| 83 | + static::updating(function ($model) { | |
| 84 | + // A hash handed out for one customer must stop working the moment | |
| 85 | + // the ticket belongs to somebody else, otherwise every link already | |
| 86 | + // emailed for it keeps authorizing read, reply, close and reopen. | |
| 87 | + if ($model->isDirty('customer_id')) { | |
| 88 | + $model->hash = bin2hex(random_bytes(16)); | |
| 89 | + } | |
| 90 | + }); | |
| 91 | + | |
| 92 | + static::created(function ($model) { | |
| 93 | + if (empty($model->serial_number) || empty($model->ticket_number)) { | |
| 94 | + $model->assignTicketNumber(); | |
| 95 | + } | |
| 96 | + }); | |
| 97 | + | |
| 98 | + static::deleting(function ($model) { | |
| 99 | + //Delete the ticket meta | |
| 100 | + Meta::where('object_type', 'ticket_meta')->where('object_id', $model->id)->delete(); | |
| 101 | + //Delete all cc info for the ticket | |
| 102 | + Meta::where('object_type', 'ticket')->where('object_id', $model->id)->delete(); | |
| 103 | + //Delete draft info | |
| 104 | + Meta::where('object_type', '_fs_auto_draft')->where('object_id', $model->id)->delete(); | |
| 105 | + //Delete internal notifications and notification recipient rows for the ticket | |
| 106 | + Notification::deleteByTicketId($model->id); | |
| 107 | + //delete the responses first (their attachments are cleaned up by Conversation::deleting) | |
| 108 | + Conversation::deleteAll($model->id); | |
| 109 | + // Delete ticket-level attachments (conversation_id IS NULL) and remove the ticket upload directory | |
| 110 | + $class = __NAMESPACE__ . '\Attachment'; | |
| 111 | + $ticketAttachments = $class::where('ticket_id', $model->id)->whereNull('conversation_id')->get(); | |
| 112 | + $class::purgeAttachments($ticketAttachments, $model->id); | |
| 113 | + $class::where('ticket_id', $model->id)->whereNull('conversation_id')->delete(); | |
| 114 | + }); | |
| 54 | 115 | } |
| 55 | 116 | |
| 56 | 117 | /** |
| 57 | 118 | * $searchable Columns in table to search |
| @@ -60,9 +121,11 @@ | ||
| 60 | 121 | protected $searchable = [ |
| 61 | 122 | 'content', |
| 62 | 123 | 'title', |
| 63 | 124 | 'slug', |
| 64 | - 'id' | |
| 125 | + 'id', | |
| 126 | + 'serial_number', | |
| 127 | + 'ticket_number' | |
| 65 | 128 | ]; |
| 66 | 129 | |
| 67 | 130 | /** |
| 68 | 131 | * Local scope to filter tickets by search/query string |
| @@ -71,10 +134,15 @@ | ||
| 71 | 134 | * @return ModelQueryBuilder |
| 72 | 135 | */ |
| 73 | 136 | public function scopeSearchBy($query, $search) |
| 74 | 137 | { |
| 138 | + | |
| 139 | + if(!$search) { | |
| 140 | + return $query; | |
| 141 | + } | |
| 142 | + | |
| 75 | 143 | if (strpos($search, ':')) { |
| 76 | - $array = explode(':', $search); | |
| 144 | + $array = explode(':', (string) $search); | |
| 77 | 145 | $column = $array[0]; |
| 78 | 146 | $value = $array[1]; |
| 79 | 147 | $columns = $this->fillable; |
| 80 | 148 | $columns[] = 'id'; |
| @@ -111,44 +179,44 @@ | ||
| 111 | 179 | { |
| 112 | 180 | foreach ($search as $s) { |
| 113 | 181 | $operator = $s['operator']; |
| 114 | 182 | //If selected item for ticket either title or content |
| 115 | - if(in_array($s['property'], ['title','content' ])){ | |
| 183 | + if (in_array($s['property'], ['title', 'content'])) { | |
| 116 | 184 | //If the selected condition is contains, query operator id LIKE |
| 117 | 185 | if ($operator == 'contains') { |
| 118 | 186 | $query = $query->where(function ($query) use ($s) { |
| 119 | - $query->where($s['property'], 'LIKE', "%".$s['value']."%"); | |
| 187 | + $query->where($s['property'], 'LIKE', "%" . $s['value'] . "%"); | |
| 120 | 188 | }); |
| 121 | 189 | } elseif ($operator == 'not_contains') { |
| 122 | 190 | //If the selected condition is not_contains, query operator id NOT LIKE |
| 123 | - $query = $query->where(function ($query) use ($s){ | |
| 124 | - $query->where($s['property'], 'NOT LIKE', '%'.$s['value'].'%'); | |
| 191 | + $query = $query->where(function ($query) use ($s) { | |
| 192 | + $query->where($s['property'], 'NOT LIKE', '%' . $s['value'] . '%'); | |
| 125 | 193 | }); |
| 126 | 194 | } |
| 127 | 195 | } |
| 128 | 196 | |
| 129 | 197 | //If selected item is Ticket Conversation Content |
| 130 | - if($s['property'] == 'conversation_content'){ | |
| 198 | + if ($s['property'] == 'conversation_content') { | |
| 131 | 199 | $operator = $s['operator']; |
| 132 | - if($operator == 'contains') { | |
| 200 | + if ($operator == 'contains') { | |
| 133 | 201 | $query = $query->whereHas('responses', function ($q) use ($s) { |
| 134 | - $q->where('content', 'LIKE', "%".$s['value']."%"); | |
| 202 | + $q->where('content', 'LIKE', "%" . $s['value'] . "%"); | |
| 135 | 203 | }); |
| 136 | 204 | |
| 137 | 205 | } else if ($operator == 'not_contains') { |
| 138 | 206 | $query = $query->whereHas('responses', function ($q) use ($s) { |
| 139 | - $q->where('content', 'NOT LIKE', "%".$s['value']."%"); | |
| 207 | + $q->where('content', 'NOT LIKE', "%" . $s['value'] . "%"); | |
| 140 | 208 | }); |
| 141 | 209 | } |
| 142 | 210 | } |
| 143 | 211 | |
| 144 | 212 | //If selected item is Ticket created or Last Response or Customer Waiting For, or Last Agent Response or Last Customer Response |
| 145 | - if(in_array($s['property'], ['created_at', 'updated_at', 'waiting_since', 'last_agent_response', 'last_customer_response'])){ | |
| 213 | + if (in_array($s['property'], ['created_at', 'updated_at', 'waiting_since', 'last_agent_response', 'last_customer_response'])) { | |
| 146 | 214 | $query = (new \FluentSupport\App\Models\Ticket())->buildDateBaseFilterQuery($query, $s); |
| 147 | 215 | } |
| 148 | 216 | |
| 149 | 217 | //If selected item is Ticket Status or Client Priority or Agent Priority or Tags or Product or Waiting For Reply |
| 150 | - if(in_array($s['property'], ['status', 'client_priority', 'priority', 'tags', 'product', 'waiting_for_reply', 'agent_id', 'mailbox_id'])){ | |
| 218 | + if (in_array($s['property'], ['status', 'client_priority', 'priority', 'tags', 'product', 'waiting_for_reply', 'agent_id', 'mailbox_id'])) { | |
| 151 | 219 | $query = (new \FluentSupport\App\Models\Ticket())->buildPropertiesFilterQuery($query, $s); |
| 152 | 220 | } |
| 153 | 221 | } |
| 154 | 222 | return $query; |
| @@ -169,8 +237,41 @@ | ||
| 169 | 237 | return $query; |
| 170 | 238 | } |
| 171 | 239 | |
| 172 | 240 | /** |
| 241 | + * Who replied last on this ticket, derived from the already-loaded | |
| 242 | + * last_agent_response / last_customer_response timestamp columns. | |
| 243 | + * | |
| 244 | + * Returns 'agent', 'customer', or null. This is the per-ticket value behind | |
| 245 | + * the `waiting_for_reply` filter and mirrors the timestamp comparison in | |
| 246 | + * scopeWaitingOnly() (which lives in SQL, so it can't share this PHP code). | |
| 247 | + * | |
| 248 | + * Note: boot() seeds last_customer_response on creation, so a brand-new | |
| 249 | + * ticket with no agent reply correctly resolves to 'customer' (awaiting an | |
| 250 | + * agent). null is reserved for the rare case where neither timestamp is set. | |
| 251 | + * | |
| 252 | + * @return string|null | |
| 253 | + */ | |
| 254 | + public function getLastReplyByAttribute() | |
| 255 | + { | |
| 256 | + $agentAt = $this->last_agent_response; | |
| 257 | + $customerAt = $this->last_customer_response; | |
| 258 | + | |
| 259 | + if (!$agentAt && !$customerAt) { | |
| 260 | + return null; | |
| 261 | + } | |
| 262 | + if (!$agentAt) { | |
| 263 | + return 'customer'; | |
| 264 | + } | |
| 265 | + if (!$customerAt) { | |
| 266 | + return 'agent'; | |
| 267 | + } | |
| 268 | + | |
| 269 | + // Tie (same second) resolves to 'customer' — the waiting bias used by scopeWaitingOnly. | |
| 270 | + return strtotime($customerAt) >= strtotime($agentAt) ? 'customer' : 'agent'; | |
| 271 | + } | |
| 272 | + | |
| 273 | + /** | |
| 173 | 274 | * Local scope to filter tickets by not response by agent |
| 174 | 275 | * @param $query |
| 175 | 276 | * @return mixed |
| 176 | 277 | */ |
| @@ -175,10 +276,10 @@ | ||
| 175 | 276 | * @return mixed |
| 176 | 277 | */ |
| 177 | 278 | public function scopeWaitingOnly($query) |
| 178 | 279 | { |
| 179 | - $query->where(function ($q){ | |
| 180 | - $q->whereColumn('last_agent_response', '<' ,'last_customer_response') | |
| 280 | + $query->where(function ($q) { | |
| 281 | + $q->whereColumn('last_agent_response', '<', 'last_customer_response') | |
| 181 | 282 | ->orWhereNull('last_agent_response') |
| 182 | 283 | ->orWhere('status', 'new'); |
| 183 | 284 | }); |
| 184 | 285 | return $query; |
| @@ -194,9 +295,9 @@ | ||
| 194 | 295 | public function scopeApplyFilters($query, $filters) |
| 195 | 296 | { |
| 196 | 297 | $supportedColumns = ['product_id', 'client_priority', 'priority', 'mailbox_id']; |
| 197 | 298 | foreach ($filters as $filterKey => $filterValue) { |
| 198 | - if (!$filterValue && ($filterValue !== '0' || $filterValue !== 0)) { | |
| 299 | + if (!$filterValue && ($filterValue !== '0' && $filterValue !== 0)) { | |
| 199 | 300 | continue; |
| 200 | 301 | } |
| 201 | 302 | //If filer using status |
| 202 | 303 | if ($filterKey == 'status_type') { |
| @@ -206,9 +307,14 @@ | ||
| 206 | 307 | //Apply filet where status in |
| 207 | 308 | $query->whereIn('status', $statusArray); |
| 208 | 309 | } |
| 209 | 310 | } else if (in_array($filterKey, $supportedColumns)) { |
| 210 | - $query->where($filterKey, $filterValue); | |
| 311 | + // Use whereIn for all supported columns (they all now support multi-select) | |
| 312 | + if (is_array($filterValue)) { | |
| 313 | + $query->whereIn($filterKey, $filterValue); | |
| 314 | + } else { | |
| 315 | + $query->where($filterKey, $filterValue); | |
| 316 | + } | |
| 211 | 317 | } else if ($filterKey == 'waiting_for_reply') { |
| 212 | 318 | if ($filterValue != 'yes') { |
| 213 | 319 | continue; |
| 214 | 320 | } |
| @@ -214,15 +320,73 @@ | ||
| 214 | 320 | } |
| 215 | 321 | //Apply filter where no response by agent |
| 216 | 322 | $query = $this->scopeWaitingOnly($query); |
| 217 | 323 | } else if ($filterKey == 'agent_id') { |
| 218 | - //Apply filter where ticket is not assigned | |
| 219 | - if ($filterValue == 'unassigned') { | |
| 220 | - $query->whereNull($filterKey); | |
| 324 | + // Handle array of agent IDs for multi-select | |
| 325 | + if (is_array($filterValue)) { | |
| 326 | + // Check if 'unassigned' is in the array | |
| 327 | + $hasUnassigned = in_array('unassigned', $filterValue); | |
| 328 | + $agentIds = array_filter($filterValue, function($v) { | |
| 329 | + return $v !== 'unassigned'; | |
| 330 | + }); | |
| 331 | + | |
| 332 | + if ($hasUnassigned && !empty($agentIds)) { | |
| 333 | + // Include both unassigned and specific agents | |
| 334 | + $query->where(function($q) use ($agentIds) { | |
| 335 | + $q->whereNull('agent_id') | |
| 336 | + ->orWhereIn('agent_id', $agentIds); | |
| 337 | + }); | |
| 338 | + } elseif ($hasUnassigned) { | |
| 339 | + // Only unassigned | |
| 340 | + $query->whereNull('agent_id'); | |
| 341 | + } elseif (!empty($agentIds)) { | |
| 342 | + // Only specific agents | |
| 343 | + if (defined('FLUENTSUPPORTPRO')) { | |
| 344 | + if (isset($filters['watcher']) && $filters['watcher'] == 'watcher') { | |
| 345 | + $watcherTickets = []; | |
| 346 | + foreach ($agentIds as $agentId) { | |
| 347 | + $watcherTickets = array_merge($watcherTickets, TicketHelper::getWatcherTicketIds($agentId)); | |
| 348 | + } | |
| 349 | + $query->whereIn('id', array_unique($watcherTickets)); | |
| 350 | + } else { | |
| 351 | + $query->whereIn('agent_id', $agentIds); | |
| 352 | + } | |
| 353 | + } else { | |
| 354 | + $query->whereIn('agent_id', $agentIds); | |
| 355 | + } | |
| 356 | + } | |
| 221 | 357 | } else { |
| 222 | - //Apply filter, get only assigned ticket | |
| 223 | - $query->where($filterKey, $filterValue); | |
| 358 | + // Single value (backward compatibility) | |
| 359 | + if ($filterValue == 'unassigned') { | |
| 360 | + $query->whereNull($filterKey); | |
| 361 | + } else { | |
| 362 | + if (defined('FLUENTSUPPORTPRO')) { | |
| 363 | + if (isset($filters['watcher']) && $filters['watcher'] == 'watcher') { | |
| 364 | + $watcherTickets = TicketHelper::getWatcherTicketIds($filterValue); | |
| 365 | + $query->whereIn('id', $watcherTickets); | |
| 366 | + } else { | |
| 367 | + //Apply filter, get only assigned ticket | |
| 368 | + $query->where($filterKey, $filterValue); | |
| 369 | + } | |
| 370 | + } else { | |
| 371 | + $query->where($filterKey, $filterValue); | |
| 372 | + } | |
| 373 | + } | |
| 224 | 374 | } |
| 375 | + } else if ($filterKey == 'agent_group') { | |
| 376 | + $groupIds = is_array($filterValue) ? $filterValue : [$filterValue]; | |
| 377 | + $groupIds = array_filter(array_map('intval', $groupIds)); | |
| 378 | + if (!empty($groupIds)) { | |
| 379 | + $agentIds = TagPivot::where('source_type', 'agent_group') | |
| 380 | + ->whereIn('tag_id', $groupIds) | |
| 381 | + ->pluck('source_id') | |
| 382 | + ->toArray(); | |
| 383 | + if ($agentIds) { | |
| 384 | + $query->whereIn('agent_id', $agentIds); | |
| 385 | + } else { | |
| 386 | + $query->whereRaw('1 = 0'); | |
| 387 | + } | |
| 388 | + } | |
| 225 | 389 | } else if ($filterKey == 'ticket_tags') { |
| 226 | 390 | if (!$filterValue) { |
| 227 | 391 | continue; |
| 228 | 392 | } |
| @@ -351,23 +515,23 @@ | ||
| 351 | 515 | break; |
| 352 | 516 | |
| 353 | 517 | case 'days_before': |
| 354 | 518 | $filter['operator'] = '<'; |
| 355 | - $filter['value'] = date('Y-m-d', current_time('timestamp') - $filter['value'] * 24 * 60 * 60); | |
| 519 | + $filter['value'] = gmdate('Y-m-d', time() - $filter['value'] * 24 * 60 * 60); | |
| 356 | 520 | break; |
| 357 | 521 | |
| 358 | 522 | case 'days_within': |
| 359 | 523 | $filter['operator'] = 'BETWEEN'; |
| 360 | 524 | $filter['value'] = [ |
| 361 | - date('Y-m-d', current_time('timestamp') - $filter['value'] * 24 * 60 * 60), | |
| 362 | - date('Y-m-d') . ' 23:59:59' | |
| 525 | + gmdate('Y-m-d', time() - $filter['value'] * 24 * 60 * 60), | |
| 526 | + gmdate('Y-m-d') . ' 23:59:59' | |
| 363 | 527 | ]; |
| 364 | 528 | break; |
| 365 | 529 | case 'date_range': |
| 366 | 530 | $filter['operator'] = 'BETWEEN'; |
| 367 | - if(isset($filter['value'][0])) | |
| 368 | - $filter['value'][0] .= ' 00:00:00'; | |
| 369 | - if(isset($filter['value'][1])) | |
| 531 | + if (isset($filter['value'][0])) | |
| 532 | + $filter['value'][0] .= ' 00:00:00'; | |
| 533 | + if (isset($filter['value'][1])) | |
| 370 | 534 | $filter['value'][1] .= ' 23:59:59'; |
| 371 | 535 | break; |
| 372 | 536 | } |
| 373 | 537 | |
| @@ -439,27 +603,23 @@ | ||
| 439 | 603 | if (in_array($filter['property'], ['tags', 'product'])) { |
| 440 | 604 | $subField = $filter['property'] == 'tags' ? 'tag_id' : 'product_id'; |
| 441 | 605 | list($method, $subMethod) = static::parseRelationalFilterQueryMethods($filter); |
| 442 | 606 | $query = static::buildRelationFilterQuery($filter['property'], $query, $method, $subMethod, $subField, $filter); |
| 443 | - } | |
| 444 | - | |
| 445 | - elseif ($filter['property'] == 'waiting_for_reply'){ | |
| 446 | - if (($filter['value'] == 'yes' && $filter['operator'] == '=') || ($filter['value'] == 'no' && $filter['operator'] == '!=')){ | |
| 447 | - $query = $query->where(function ($q){ | |
| 448 | - $q->whereColumn('last_agent_response', '<' ,'last_customer_response') | |
| 607 | + } elseif ($filter['property'] == 'waiting_for_reply') { | |
| 608 | + if (($filter['value'] == 'yes' && $filter['operator'] == 'in') || ($filter['value'] == 'no' && $filter['operator'] == 'not_in')) { | |
| 609 | + $query = $query->where(function ($q) { | |
| 610 | + $q->whereColumn('last_agent_response', '<', 'last_customer_response') | |
| 449 | 611 | ->orWhereNull('last_agent_response') |
| 450 | 612 | ->orWhere('status', 'new'); |
| 451 | 613 | }); |
| 452 | 614 | } else { |
| 453 | 615 | $query = $query->where(function ($q) { |
| 454 | - $q->whereColumn('last_customer_response', '<' ,'last_agent_response'); | |
| 616 | + $q->whereColumn('last_customer_response', '<', 'last_agent_response'); | |
| 455 | 617 | }); |
| 456 | 618 | } |
| 457 | - } | |
| 458 | - | |
| 459 | - else { | |
| 619 | + } else { | |
| 460 | 620 | $method = $filter['operator'] == 'in' ? 'whereIn' : 'whereNotIn'; |
| 461 | - $query = $query->{$method}($filter['property'], (array) $filter['value']); | |
| 621 | + $query = $query->{$method}($filter['property'], (array)$filter['value']); | |
| 462 | 622 | } |
| 463 | 623 | return $query; |
| 464 | 624 | } |
| 465 | 625 | |
| @@ -472,14 +632,24 @@ | ||
| 472 | 632 | * @return ModelQueryBuilder |
| 473 | 633 | */ |
| 474 | 634 | public function buildSearchableQuery($provider, $query, $search, $operator = 'LIKE') |
| 475 | 635 | { |
| 476 | - $fields = $this->searchable; | |
| 636 | + switch ($provider) { | |
| 637 | + case 'customer': | |
| 638 | + $fields = (new Customer())->getSearchableFields(); | |
| 639 | + break; | |
| 640 | + case 'agent': | |
| 641 | + $fields = (new Agent())->getSearchableFields(); | |
| 642 | + break; | |
| 643 | + default: | |
| 644 | + $fields = $this->searchable; | |
| 645 | + break; | |
| 646 | + } | |
| 477 | 647 | |
| 478 | 648 | $query->whereHas($provider, function ($query) use ($fields, $search, $operator) { |
| 479 | 649 | $query->where(array_shift($fields), $operator, $search); |
| 480 | 650 | |
| 481 | - $nameArray = explode(' ', $search); | |
| 651 | + $nameArray = explode(' ', (string) $search); | |
| 482 | 652 | |
| 483 | 653 | if (count($nameArray) >= 2) { |
| 484 | 654 | $query->orWhere(function ($q) use ($nameArray, $operator) { |
| 485 | 655 | $firstName = array_shift($nameArray); |
| @@ -506,46 +676,33 @@ | ||
| 506 | 676 | * @return ModelQueryBuilder |
| 507 | 677 | */ |
| 508 | 678 | public function filterTicketByUser($provider, $query, $filters) |
| 509 | 679 | { |
| 510 | - foreach ($filters as $index=>$filter) { | |
| 511 | - if ($filter['operator']=='in' || $filter['operator']=='not_in') { | |
| 680 | + foreach ($filters as $filter) { | |
| 681 | + if ($filter['operator'] == 'in' || $filter['operator'] == 'not_in') { | |
| 512 | 682 | $method = $filter['operator'] == 'in' ? 'whereIn' : 'whereNotIn'; |
| 513 | 683 | $query = $query->whereHas($provider, function ($q) use ($method, $filter) { |
| 514 | - $q->{$method}($filter['property'], $filter['value']); | |
| 684 | + $q->{$method}($filter['property'], $filter['value']); | |
| 515 | 685 | }); |
| 516 | 686 | } |
| 517 | - elseif ($filter['operator'] == 'contains') { | |
| 518 | - $operator = 'LIKE'; | |
| 519 | - $searchTerm = '%' . $filter['value'] . '%'; | |
| 520 | - $query = $this->buildSearchableQuery($provider, $query, $searchTerm, $operator); | |
| 521 | - } elseif ($filter['operator'] == 'not_contains') { | |
| 522 | - $operator = 'NOT LIKE'; | |
| 523 | - $searchTerm = '%' . $filter['value'] . '%'; | |
| 524 | - $query = $this->buildSearchableQuery($provider, $query, $searchTerm, $operator); | |
| 687 | + | |
| 688 | + if ($filter['operator'] == 'contains' || $filter['operator'] == 'not_contains') { | |
| 689 | + $operator = $filter['operator'] == 'contains' ? 'LIKE' : 'NOT LIKE'; | |
| 690 | + $query->whereHas($provider, function ($q) use ($operator, $filter) { | |
| 691 | + $q->where($filter['property'], $operator, '%' . $filter['value'] . '%'); | |
| 692 | + }); | |
| 525 | 693 | } |
| 526 | 694 | |
| 527 | - if ($filter['operator'] == '=') { | |
| 528 | - $query->whereHas($provider, function ($q) use ($index, $filter) { | |
| 529 | - if ($index == 0){ | |
| 530 | - $q->where($filter['property'], '=', $filter['value']); | |
| 531 | - }else{ | |
| 532 | - $q->orWhere($filter['property'], '=', $filter['value']); | |
| 533 | - } | |
| 695 | + if ($filter['operator'] == '=' || $filter['operator'] == '!=') { | |
| 696 | + $operator = $filter['operator']; | |
| 697 | + $query->whereHas($provider, function ($q) use ($operator, $filter) { | |
| 698 | + $q->where($filter['property'], $operator, $filter['value']); | |
| 534 | 699 | }); |
| 535 | - } elseif ($filter['operator'] == '!=') { | |
| 536 | - $query->whereHas($provider, function ($q) use ($index, $filter) { | |
| 537 | - if ($index == 0){ | |
| 538 | - $q->where($filter['property'], '!=', $filter['value']); | |
| 539 | - }else{ | |
| 540 | - $q->orWhere($filter['property'], '!=', $filter['value']); | |
| 541 | - } | |
| 542 | - }); | |
| 543 | - | |
| 544 | 700 | } |
| 545 | - return $query; | |
| 546 | 701 | } |
| 702 | + return $query; | |
| 547 | 703 | } |
| 704 | + | |
| 548 | 705 | /** |
| 549 | 706 | * One2Many: Customer has to many Click Tickets |
| 550 | 707 | * @return Model Collection |
| 551 | 708 | */ |
| @@ -554,9 +711,10 @@ | ||
| 554 | 711 | $class = __NAMESPACE__ . '\Conversation'; |
| 555 | 712 | |
| 556 | 713 | return $this->hasMany( |
| 557 | 714 | $class, 'ticket_id', 'id' |
| 558 | - ); | |
| 715 | + )->orderBy('created_at', 'desc') | |
| 716 | + ->orderBy('id', 'desc'); | |
| 559 | 717 | } |
| 560 | 718 | |
| 561 | 719 | public function preview_response() |
| 562 | 720 | { |
| @@ -575,9 +733,17 @@ | ||
| 575 | 733 | $class, 'fs_tag_pivot', 'source_id', 'tag_id' |
| 576 | 734 | )->wherePivot('source_type', 'ticket_tag'); |
| 577 | 735 | } |
| 578 | 736 | |
| 737 | + public function watchers() | |
| 738 | + { | |
| 739 | + $class = __NAMESPACE__ . '\TagPivot'; | |
| 579 | 740 | |
| 741 | + return $this->hasMany($class, 'source_id', 'id') | |
| 742 | + ->where('source_type', 'ticket_watcher') | |
| 743 | + ->select(['tag_id']); | |
| 744 | + } | |
| 745 | + | |
| 580 | 746 | /** |
| 581 | 747 | * One2one: Customer has to many Click Tickets |
| 582 | 748 | * @return Model Collection |
| 583 | 749 | */ |
| @@ -611,8 +777,17 @@ | ||
| 611 | 777 | $class, 'closed_by', 'id' |
| 612 | 778 | ); |
| 613 | 779 | } |
| 614 | 780 | |
| 781 | + public function created_by_person() | |
| 782 | + { | |
| 783 | + $class = __NAMESPACE__ . '\Agent'; | |
| 784 | + | |
| 785 | + return $this->belongsTo( | |
| 786 | + $class, 'created_by', 'id' | |
| 787 | + ); | |
| 788 | + } | |
| 789 | + | |
| 615 | 790 | public function product() |
| 616 | 791 | { |
| 617 | 792 | $class = __NAMESPACE__ . '\Product'; |
| 618 | 793 | |
| @@ -639,18 +814,80 @@ | ||
| 639 | 814 | * @since v1.0.0 |
| 640 | 815 | * @param object $ticket |
| 641 | 816 | */ |
| 642 | 817 | do_action('fluent_support/deleting_ticket', $this); |
| 643 | - // delete the responses first | |
| 644 | - Conversation::where('ticket_id', $this->id)->delete(); | |
| 645 | - // Delete the ticket meta | |
| 646 | - Meta::where('object_type', 'ticket_meta')->where('object_id', $this->id)->delete(); | |
| 647 | - // Delete attachments related to this ticket | |
| 648 | - Attachment::where('ticket_id', $this->id)->delete(); | |
| 649 | 818 | // Delete the ticket |
| 650 | - Ticket::where('id', $this->id)->delete(); | |
| 819 | + $this->delete(); | |
| 651 | 820 | } |
| 652 | 821 | |
| 822 | + public static function getNextSerialNumber() | |
| 823 | + { | |
| 824 | + $businessSettings = Helper::getOption('global_business_settings', []); | |
| 825 | + $minNumber = (int) ($businessSettings['min_serial_number'] ?? 1); | |
| 826 | + $minNumber = (int) apply_filters('fluent_support/min_serial_number', $minNumber); | |
| 827 | + | |
| 828 | + try { | |
| 829 | + $lastTicketNumber = self::query()->max('serial_number'); | |
| 830 | + } catch (\Exception $e) { | |
| 831 | + $lastTicketNumber = null; | |
| 832 | + } | |
| 833 | + | |
| 834 | + $nextNumber = ((int) $lastTicketNumber) + 1; | |
| 835 | + | |
| 836 | + return max($nextNumber, $minNumber); | |
| 837 | + } | |
| 838 | + | |
| 839 | + public static function isMinimumSerialNumberEnabled() | |
| 840 | + { | |
| 841 | + $businessSettings = Helper::getOption('global_business_settings', []); | |
| 842 | + return ($businessSettings['enable_min_serial_number'] ?? 'no') === 'yes'; | |
| 843 | + } | |
| 844 | + | |
| 845 | + public static function getTicketPrefix($ticket = null) | |
| 846 | + { | |
| 847 | + $businessSettings = Helper::getOption('global_business_settings', []); | |
| 848 | + $prefix = self::isMinimumSerialNumberEnabled() ? trim((string) ($businessSettings['ticket_prefix'] ?? '')) : ''; | |
| 849 | + | |
| 850 | + $productId = $ticket ? $ticket->product_id : null; | |
| 851 | + | |
| 852 | + return apply_filters('fluent_support/ticket_prefix', $prefix, $ticket, $productId); | |
| 853 | + } | |
| 854 | + | |
| 855 | + public function getDisplayTicketNumberAttribute() | |
| 856 | + { | |
| 857 | + return $this->ticket_number ?: ($this->serial_number ?: $this->id); | |
| 858 | + } | |
| 859 | + | |
| 860 | + public function scopeWherePublicIdentifier($query, $identifier) | |
| 861 | + { | |
| 862 | + return $query->where('serial_number', $identifier); | |
| 863 | + } | |
| 864 | + | |
| 865 | + protected function assignTicketNumber() | |
| 866 | + { | |
| 867 | + for ($attempt = 0; $attempt < 5; $attempt++) { | |
| 868 | + $nextNumber = $this->serial_number ?: (self::isMinimumSerialNumberEnabled() ? self::getNextSerialNumber() : $this->id); | |
| 869 | + $ticketNumber = $this->ticket_number ?: (self::getTicketPrefix($this) . $nextNumber); | |
| 870 | + | |
| 871 | + try { | |
| 872 | + self::where('id', $this->id)->update([ | |
| 873 | + 'serial_number' => $nextNumber, | |
| 874 | + 'ticket_number' => $ticketNumber | |
| 875 | + ]); | |
| 876 | + $this->serial_number = $nextNumber; | |
| 877 | + $this->ticket_number = $ticketNumber; | |
| 878 | + | |
| 879 | + return $nextNumber; | |
| 880 | + } catch (\Exception $e) { | |
| 881 | + if (stripos($e->getMessage(), 'duplicate') === false) { | |
| 882 | + throw $e; | |
| 883 | + } | |
| 884 | + } | |
| 885 | + } | |
| 886 | + | |
| 887 | + throw new \RuntimeException('Could not allocate a unique ticket number.'); | |
| 888 | + } | |
| 889 | + | |
| 653 | 890 | public static function slugify($title) |
| 654 | 891 | { |
| 655 | 892 | $slug = sanitize_title($title, 'support-ticket-' . time(), 'display'); |
| 656 | 893 | if (Ticket::where('slug', $slug)->first()) { |
| @@ -712,14 +949,18 @@ | ||
| 712 | 949 | |
| 713 | 950 | if ($value) { |
| 714 | 951 | if (in_array($fieldType, $customRenderers) && $rendered) { |
| 715 | 952 | $value = apply_filters('fluent_support/custom_field_render_' . $fieldType, $value, $scope); |
| 716 | - } else if ($fieldType == 'checkbox') { | |
| 953 | + } else if (in_array($fieldType, ['checkbox', 'date-range'])) { | |
| 717 | 954 | $value = array_values(array_filter(explode('|', $value))); |
| 718 | 955 | } |
| 956 | + | |
| 957 | + if (!is_array($value) && !is_object($value)) { | |
| 958 | + $formattedData[$dataKey] = links_add_target(make_clickable($value)); | |
| 959 | + } else { | |
| 960 | + $formattedData[$dataKey] = $value; | |
| 961 | + } | |
| 719 | 962 | } |
| 720 | - | |
| 721 | - $formattedData[$dataKey] = $value; | |
| 722 | 963 | } |
| 723 | 964 | |
| 724 | 965 | return $formattedData; |
| 725 | 966 | } |
| @@ -744,14 +985,23 @@ | ||
| 744 | 985 | |
| 745 | 986 | $validData = Arr::only($data, $keys); |
| 746 | 987 | |
| 747 | 988 | foreach ($validData as $dataKey => $validDatum) { |
| 989 | + if (empty($validDatum)) { | |
| 990 | + Meta::where('object_type', 'ticket_meta') | |
| 991 | + ->where('object_id', $this->id) | |
| 992 | + ->where('key', $dataKey) | |
| 993 | + ->delete(); | |
| 994 | + continue; | |
| 995 | + } | |
| 996 | + | |
| 748 | 997 | if ($fields[$dataKey]['type'] == 'checkbox' || is_array($validDatum)) { |
| 749 | 998 | $validDatum = implode('|', $validDatum); |
| 750 | 999 | $validDatum = '|' . $validDatum . '|'; |
| 751 | 1000 | } |
| 752 | 1001 | |
| 753 | - $exist = Meta::where('object_type', 'ticket_meta')->where('object_id', $this->id) | |
| 1002 | + $exist = Meta::where('object_type', 'ticket_meta') | |
| 1003 | + ->where('object_id', $this->id) | |
| 754 | 1004 | ->where('key', $dataKey) |
| 755 | 1005 | ->first(); |
| 756 | 1006 | |
| 757 | 1007 | if ($exist) { |
| @@ -766,23 +1016,14 @@ | ||
| 766 | 1016 | ]); |
| 767 | 1017 | } |
| 768 | 1018 | } |
| 769 | 1019 | |
| 770 | - // maybe delete data | |
| 771 | - $deletedSlugs = array_diff($keys, array_keys($validData)); | |
| 772 | - | |
| 773 | - if ($deletedSlugs) { | |
| 774 | - Meta::where('object_type', 'ticket_meta')->where('object_id', $this->id) | |
| 775 | - ->whereIn('key', $deletedSlugs) | |
| 776 | - ->delete(); | |
| 777 | - } | |
| 778 | - | |
| 779 | 1020 | return true; |
| 780 | 1021 | } |
| 781 | 1022 | |
| 782 | 1023 | public function getLastAgentResponse() |
| 783 | 1024 | { |
| 784 | - $query = \FluentSupport\App\App::db()->table('fs_conversations') | |
| 1025 | + $query = \FluentSupport\App\App::db()->table('fs_conversations') | |
| 785 | 1026 | ->select(['fs_conversations.*']) |
| 786 | 1027 | ->where('fs_conversations.conversation_type', 'response') |
| 787 | 1028 | ->where('fs_conversations.ticket_id', $this->id) |
| 788 | 1029 | ->where('fs_persons.person_type', '=', 'agent') |
| @@ -796,9 +1037,9 @@ | ||
| 796 | 1037 | { |
| 797 | 1038 | return \FluentSupport\App\App::db()->table('fs_conversations') |
| 798 | 1039 | ->where('ticket_id', $this->id) |
| 799 | 1040 | ->where('conversation_type', 'response') |
| 800 | - ->orderBy('id', 'DESC') | |
| 1041 | + ->latest('id') | |
| 801 | 1042 | ->first(); |
| 802 | 1043 | } |
| 803 | 1044 | |
| 804 | 1045 | /** |
| @@ -808,8 +1049,13 @@ | ||
| 808 | 1049 | */ |
| 809 | 1050 | public function applyTags($tagIds) |
| 810 | 1051 | { |
| 811 | 1052 | $result = false; |
| 1053 | + | |
| 1054 | + if (!is_array($tagIds)) { | |
| 1055 | + $tagIds = array($tagIds); | |
| 1056 | + } | |
| 1057 | + | |
| 812 | 1058 | foreach ($tagIds as $tagId) { |
| 813 | 1059 | if (!$this->hasTag($tagId)) { |
| 814 | 1060 | $this->tags()->attach($tagId, ['source_type' => 'ticket_tag']); |
| 815 | 1061 | $result = true; |
| @@ -825,8 +1071,9 @@ | ||
| 825 | 1071 | } |
| 826 | 1072 | } |
| 827 | 1073 | return $result; |
| 828 | 1074 | } |
| 1075 | + | |
| 829 | 1076 | /** |
| 830 | 1077 | * This method will remove tags from ticket |
| 831 | 1078 | * @param $tagIds This is the array of tag ids that will be removed from the ticket |
| 832 | 1079 | * @return \FluentSupport\App\Models\Ticket |
| @@ -833,8 +1080,13 @@ | ||
| 833 | 1080 | */ |
| 834 | 1081 | public function detachTags($tagIds) |
| 835 | 1082 | { |
| 836 | 1083 | $result = false; |
| 1084 | + | |
| 1085 | + if (!is_array($tagIds)) { | |
| 1086 | + $tagIds = array($tagIds); | |
| 1087 | + } | |
| 1088 | + | |
| 837 | 1089 | foreach ($tagIds as $tagId) { |
| 838 | 1090 | if ($this->hasTag($tagId)) { |
| 839 | 1091 | $this->tags()->detach($tagId); |
| 840 | 1092 | |
| @@ -850,5 +1102,136 @@ | ||
| 850 | 1102 | } |
| 851 | 1103 | } |
| 852 | 1104 | return $result; |
| 853 | 1105 | } |
| 1106 | + | |
| 1107 | + /** | |
| 1108 | + * @deprecated Use TicketService::storeTicket() instead. | |
| 1109 | + */ | |
| 1110 | + public function createTicket($ticketData, $maybeNewCustomer = false) | |
| 1111 | + { | |
| 1112 | + _deprecated_function(__METHOD__, '2.0.5', 'TicketService::storeTicket()'); | |
| 1113 | + | |
| 1114 | + if (empty($ticketData['customer_id']) && $maybeNewCustomer) { | |
| 1115 | + $email = Arr::get($maybeNewCustomer, 'email'); | |
| 1116 | + if (!$email || !is_email($email)) { | |
| 1117 | + return new \WP_Error('error', 'A valid email is required to create a ticket'); | |
| 1118 | + } | |
| 1119 | + | |
| 1120 | + $existingCustomer = Customer::where('email', $email)->first(); | |
| 1121 | + if ($existingCustomer) { | |
| 1122 | + $ticketData['customer_id'] = $existingCustomer->id; | |
| 1123 | + } else { | |
| 1124 | + $customerData = Arr::only($maybeNewCustomer, (new Customer())->getFillable()); | |
| 1125 | + $customerData = array_filter($customerData); | |
| 1126 | + $createCustomer = Customer::create($customerData); | |
| 1127 | + if (!$createCustomer) { | |
| 1128 | + return new \WP_Error('error', 'Customer could not be created'); | |
| 1129 | + } | |
| 1130 | + $ticketData['customer_id'] = $createCustomer->id; | |
| 1131 | + } | |
| 1132 | + } | |
| 1133 | + | |
| 1134 | + if (empty($ticketData['customer_id'])) { | |
| 1135 | + return new \WP_Error('error', 'Ticket could not be created'); | |
| 1136 | + } | |
| 1137 | + | |
| 1138 | + $customer = Customer::findOrFail($ticketData['customer_id']); | |
| 1139 | + | |
| 1140 | + return (new TicketService())->storeTicket($ticketData, $customer); | |
| 1141 | + } | |
| 1142 | + | |
| 1143 | + /** | |
| 1144 | + * This `createResponse` will create a response for a ticket | |
| 1145 | + * @param array $data | |
| 1146 | + * @param int $ticketId | |
| 1147 | + * @return array | |
| 1148 | + * @throws Exception | |
| 1149 | + */ | |
| 1150 | + | |
| 1151 | + public static function countTicketByMailBoxId($mailbox_id) | |
| 1152 | + { | |
| 1153 | + return self::where('mailbox_id', $mailbox_id)->count(); | |
| 1154 | + } | |
| 1155 | + | |
| 1156 | + public static function syncMailBoxId($mailbox_id, $fallback_id) | |
| 1157 | + { | |
| 1158 | + return self::where('mailbox_id', $mailbox_id) | |
| 1159 | + ->update([ | |
| 1160 | + 'mailbox_id' => $fallback_id | |
| 1161 | + ]); | |
| 1162 | + } | |
| 1163 | + | |
| 1164 | + public static function getTicketsQuery() | |
| 1165 | + { | |
| 1166 | + return self::with([ | |
| 1167 | + 'customer' => function ($query) { | |
| 1168 | + $query->select(['first_name', 'last_name', 'email', 'id', 'avatar']); | |
| 1169 | + }, 'agent' => function ($query) { | |
| 1170 | + $query->select(['first_name', 'last_name', 'id']); | |
| 1171 | + }, | |
| 1172 | + 'product', | |
| 1173 | + 'tags', | |
| 1174 | + 'preview_response' => function ($query) { | |
| 1175 | + $query->latest('id'); | |
| 1176 | + } | |
| 1177 | + ]); | |
| 1178 | + } | |
| 1179 | + | |
| 1180 | + public function getSettingsValue($valueKey = false, $default = false) | |
| 1181 | + { | |
| 1182 | + $exist = Meta::where('object_type', 'ticket') | |
| 1183 | + ->where('key', 'settings') | |
| 1184 | + ->where('object_id', $this->id) | |
| 1185 | + ->first(); | |
| 1186 | + | |
| 1187 | + if ($exist) { | |
| 1188 | + $value = Helper::safeUnserialize($exist->value); | |
| 1189 | + if ($valueKey) { | |
| 1190 | + if (!is_array($value)) { | |
| 1191 | + return $default; | |
| 1192 | + } | |
| 1193 | + return Arr::get($value, $valueKey, $default); | |
| 1194 | + } | |
| 1195 | + return $value; | |
| 1196 | + } | |
| 1197 | + | |
| 1198 | + return $default; | |
| 1199 | + } | |
| 1200 | + | |
| 1201 | + public function updateSettingsValue($valueKey, $value) | |
| 1202 | + { | |
| 1203 | + $exist = Meta::where('object_type', 'ticket') | |
| 1204 | + ->where('key', 'settings') | |
| 1205 | + ->where('object_id', $this->id) | |
| 1206 | + ->first(); | |
| 1207 | + | |
| 1208 | + if ($exist) { | |
| 1209 | + $existingValue = Helper::safeUnserialize($exist->value); | |
| 1210 | + | |
| 1211 | + if (!is_array($existingValue)) { | |
| 1212 | + $existingValue = []; | |
| 1213 | + } | |
| 1214 | + | |
| 1215 | + $existingValue[$valueKey] = $value; | |
| 1216 | + | |
| 1217 | + $exist->value = maybe_serialize($existingValue); | |
| 1218 | + $exist->save(); | |
| 1219 | + return $this; | |
| 1220 | + } | |
| 1221 | + | |
| 1222 | + $settings = [ | |
| 1223 | + 'object_type' => 'ticket', | |
| 1224 | + 'key' => 'settings', | |
| 1225 | + 'object_id' => $this->id, | |
| 1226 | + 'value' => maybe_serialize([ | |
| 1227 | + $valueKey => $value | |
| 1228 | + ]) | |
| 1229 | + ]; | |
| 1230 | + | |
| 1231 | + Meta::create($settings); | |
| 1232 | + | |
| 1233 | + return $this; | |
| 1234 | + | |
| 1235 | + } | |
| 1236 | + | |
| 854 | 1237 | } |
