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<?php |
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|
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namespace FluentSupport\App\Modules\MCP\Tools; |
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|
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use FluentSupport\App\Models\Agent; |
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use FluentSupport\App\Models\MailBox; |
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use FluentSupport\App\Models\Product; |
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use FluentSupport\App\Models\Ticket; |
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use FluentSupport\App\Models\TicketTag; |
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use FluentSupport\App\Modules\MCP\Helpers\MCPHelper; |
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use FluentSupport\App\Modules\MCP\Support\PermissionGate; |
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use FluentSupport\App\Modules\MCP\Support\TicketAccessGuard; |
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use FluentSupport\App\Modules\PermissionManager; |
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use FluentSupport\App\Services\Helper; |
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use FluentSupport\App\Services\TicketHelper; |
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use FluentSupport\App\Services\Tickets\AgentTicketAccess; |
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use FluentSupport\App\Services\Tickets\TicketService; |
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|
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class ManagementTools |
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{ |
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const CACHE_PREFIX = 'fsmcp_ctx_'; |
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const CACHE_TTL = 60; |
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|
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/** Bumped to invalidate every agent's cached context; it is part of the cache key. */ |
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const CACHE_VERSION_OPTION = '_fluent_support_mcp_ctx_version'; |
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const MAX_AGENTS = 50; |
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const MAX_BULK = 50; |
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const MAX_TAG_NAMES = 20; |
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|
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public static function getSupportContext($params) |
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{ |
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$currentAgent = MCPHelper::resolveAgent(); |
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if (!$currentAgent) { |
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return MCPHelper::error('unauthorized', __('No agent found for current user', 'fluent-support')); |
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} |
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|
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$cacheKey = self::CACHE_PREFIX . $currentAgent->id . '_' . (int) get_option(self::CACHE_VERSION_OPTION, 0); |
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$cached = get_transient($cacheKey); |
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if ($cached !== false) { |
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return $cached; |
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} |
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|
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$result = self::buildContext($currentAgent); |
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set_transient($cacheKey, $result, self::CACHE_TTL); |
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|
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return $result; |
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} |
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|
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private static function buildContext($currentAgent) |
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{ |
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$canSeeSensitive = PermissionManager::userCan('fst_sensitive_data'); |
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$access = new AgentTicketAccess(); |
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|
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$agents = Agent::select(['id', 'first_name', 'last_name', 'email', 'status']) |
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->where('person_type', 'agent') |
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->where('first_name', '!=', '') |
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->whereNotNull('first_name') |
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->orderBy('first_name', 'ASC') |
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->get() |
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->map(function ($agent) use ($canSeeSensitive) { |
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$entry = [ |
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'id' => $agent->id, |
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'name' => MCPHelper::personName($agent), |
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'status' => $agent->status, |
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]; |
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if ($canSeeSensitive) { |
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$entry['email'] = $agent->email; |
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} |
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return $entry; |
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})->toArray(); |
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|
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$products = Product::select(['id', 'title', 'description']) |
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->orderBy('title', 'ASC') |
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->get() |
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->map(function ($p) { |
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return ['id' => $p->id, 'title' => $p->title, 'description' => $p->description ?: '']; |
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})->toArray(); |
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|
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$signature = \FluentSupport\App\Services\Tickets\ResponseService::getAppendedSignature($currentAgent); |
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|
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$mailboxes = MailBox::getAccessibleBoxes($canSeeSensitive) |
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->map(function ($mb) use ($canSeeSensitive, $currentAgent, $signature) { |
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$entry = ['id' => $mb->id, 'name' => $mb->name]; |
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if ($canSeeSensitive) { |
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$entry['email'] = $mb->email; |
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} |
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// What the customer receives around the agent's text, so replies |
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// don't repeat the template's greeting, sign-off or signature. |
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$entry['emails'] = [ |
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'reply' => self::describeAgentEmail($mb, 'ticket_replied_by_agent_email_to_customer', $currentAgent, $signature, true), |
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'outreach' => self::describeAgentEmail($mb, 'ticket_created_by_agent_on_behalf_email_to_customer', $currentAgent, $signature, true), |
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]; |
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return $entry; |
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})->toArray(); |
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|
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$tags = TicketTag::select(['id', 'title']) |
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->orderBy('title', 'ASC') |
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->get() |
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->toArray(); |
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|
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$statusCounts = $access->applyMailboxRestrictionScope(Ticket::selectRaw('status, COUNT(*) as cnt')) |
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->groupBy('status') |
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->get() |
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->pluck('cnt', 'status'); |
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|
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$stats = [ |
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'total' => (int) $statusCounts->sum(), |
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'new' => (int) ($statusCounts['new'] ?? 0), |
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'active' => (int) ($statusCounts['active'] ?? 0), |
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'closed' => (int) ($statusCounts['closed'] ?? 0), |
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'unassigned' => $access->applyMailboxRestrictionScope(Ticket::whereNull('agent_id')) |
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->whereNotIn('status', ['closed']) |
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->count(), |
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]; |
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|
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$ticketFields = ['id', 'title', 'status', 'priority', 'customer_id', 'agent_id', 'waiting_since', 'created_at', 'response_count', 'last_agent_response', 'last_customer_response']; |
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$eagerLoad = [ |
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'customer' => function ($q) { $q->select(['id', 'first_name', 'last_name', 'email']); }, |
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]; |
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|
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$slaSettings = PermissionGate::getSlaSettings(); |
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$firstResponseHours = $slaSettings['first_response_hours']; |
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$resolutionHours = $slaSettings['resolution_hours']; |
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|
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$now = strtotime(current_time('mysql')); |
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$firstResponseCutoff = date('Y-m-d H:i:s', $now - ($firstResponseHours * 3600)); |
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$resolutionCutoff = date('Y-m-d H:i:s', $now - ($resolutionHours * 3600)); |
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|
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$myQueueBase = static::scopedTicketQuery($ticketFields, $eagerLoad) |
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->where('agent_id', $currentAgent->id) |
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->whereNotIn('status', ['closed']); |
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|
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// Split by whose turn it is instead of ranking both populations by raw waiting_since: |
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// an agent-last ticket idle for 12 days and a customer-last ticket waiting 12 days both |
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// have an old waiting_since, but only the latter needs a reply. Mixing them let stale |
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// agent-last tickets crowd the actionable ones out of the capped list. |
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$awaitingYourReplyQuery = (clone $myQueueBase)->waitingOnly(); |
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$awaitingYourReplyTotal = (clone $awaitingYourReplyQuery)->count(); |
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$awaitingYourReply = $awaitingYourReplyQuery |
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->orderBy('waiting_since', 'ASC') |
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->limit(10) |
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->get() |
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->map(function ($t) use ($now) { return self::formatContextTicket($t, $now); }) |
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->toArray(); |
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|
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$awaitingCustomerQuery = (clone $myQueueBase)->where(function ($q) { |
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$q->whereColumn('last_customer_response', '<', 'last_agent_response'); |
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}); |
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$awaitingCustomerTotal = (clone $awaitingCustomerQuery)->count(); |
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$awaitingCustomer = $awaitingCustomerQuery |
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->orderBy('waiting_since', 'ASC') |
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->limit(5) |
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->get() |
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->map(function ($t) use ($now) { return self::formatContextTicket($t, $now); }) |
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->toArray(); |
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|
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$myQueue = [ |
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'awaiting_your_reply' => $awaitingYourReply, |
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'awaiting_your_reply_total' => $awaitingYourReplyTotal, |
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'awaiting_your_reply_truncated' => $awaitingYourReplyTotal > count($awaitingYourReply), |
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'awaiting_customer' => $awaitingCustomer, |
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'awaiting_customer_total' => $awaitingCustomerTotal, |
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'awaiting_customer_truncated' => $awaitingCustomerTotal > count($awaitingCustomer), |
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]; |
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|
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$unassigned = static::scopedTicketQuery($ticketFields, $eagerLoad) |
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->whereNull('agent_id') |
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->whereNotIn('status', ['closed']) |
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->orderBy('created_at', 'ASC') |
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->limit(5) |
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->get() |
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->map(function ($t) use ($now) { return self::formatContextTicket($t, $now); }) |
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->toArray(); |
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|
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// Only tickets waiting on an agent: a ticket we answered months ago has the |
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// oldest waiting_since but needs nothing from us. |
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$longestWaiting = static::scopedTicketQuery($ticketFields, $eagerLoad) |
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->whereNotIn('status', ['closed']) |
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->whereNotNull('waiting_since') |
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->waitingOnly() |
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->orderBy('waiting_since', 'ASC') |
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->limit(5) |
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->get() |
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->map(function ($t) use ($now) { return self::formatContextTicket($t, $now); }) |
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->toArray(); |
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|
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$critical = static::scopedTicketQuery($ticketFields, $eagerLoad) |
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->where('priority', 'critical') |
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->whereNotIn('status', ['closed']) |
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->orderBy('created_at', 'ASC') |
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->limit(5) |
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->get() |
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->map(function ($t) use ($now) { return self::formatContextTicket($t, $now); }) |
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->toArray(); |
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|
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$slaFirstResponse = static::scopedTicketQuery($ticketFields, $eagerLoad) |
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->whereNotIn('status', ['closed']) |
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->where('response_count', 0) |
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->where('created_at', '<=', $firstResponseCutoff) |
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->orderBy('created_at', 'ASC') |
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->limit(5) |
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->get() |
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->map(function ($t) use ($now) { return self::formatContextTicket($t, $now); }) |
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->toArray(); |
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|
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// Past the resolution target and still waiting on an agent. Tickets waiting on the |
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// customer are excluded: nothing we can do moves them. |
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$slaResolution = static::scopedTicketQuery($ticketFields, $eagerLoad) |
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->whereNotIn('status', ['closed']) |
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->where('created_at', '<=', $resolutionCutoff) |
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->waitingOnly() |
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->orderBy('created_at', 'ASC') |
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->limit(5) |
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->get() |
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->map(function ($t) use ($now) { return self::formatContextTicket($t, $now); }) |
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->toArray(); |
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|
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$guidelines = apply_filters('fluent_support/mcp_ai_guidelines', PermissionGate::getAiGuidelines()); |
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if (!$guidelines) { |
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// Tone and conduct only: the triage order is in the server instructions. |
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$guidelines = 'Be professional and empathetic. Address customers by name. ' |
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. 'Read the whole conversation before replying. ' |
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. 'Use internal notes to record decisions and escalations.'; |
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} |
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|
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$openCount = $stats['new'] + $stats['active']; |
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|
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return MCPHelper::envelope( |
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"Support context: {$openCount} open ticket(s), {$stats['unassigned']} unassigned", |
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[ |
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'you' => array_merge([ |
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'agent_id' => $currentAgent->id, |
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'name' => MCPHelper::personName($currentAgent), |
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'email' => $currentAgent->email, |
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], self::replyMode(), [ |
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// Added only where an inbox email template uses {{agent.signature}}; |
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// each mailbox's emails say whether theirs does. |
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'signature' => $signature !== '' ? [ |
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'enabled' => true, |
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'text' => mb_substr(MCPHelper::htmlToMarkdown($signature), 0, self::SIGNATURE_MAX_CHARS), |
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] : [ |
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'enabled' => false, |
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'note' => 'You have no signature set.', |
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], |
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]), |
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'my_queue' => $myQueue, |
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'needs_attention' => [ |
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'unassigned' => $unassigned, |
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'longest_waiting' => $longestWaiting, |
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'critical' => $critical, |
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'sla_breach' => [ |
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'no_first_response' => $slaFirstResponse, |
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'overdue_resolution' => $slaResolution, |
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'thresholds' => [ |
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'first_response' => $firstResponseHours . 'h', |
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'resolution' => $resolutionHours . 'h', |
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], |
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], |
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], |
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'agents' => $agents, |
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'products' => $products, |
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'mailboxes' => $mailboxes, |
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'tags' => $tags, |
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'stats' => $stats, |
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'priorities' => ['normal', 'medium', 'critical'], |
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'statuses' => ['new', 'active', 'closed'], |
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'uploads' => self::uploadLimits(), |
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// Every date the MCP returns is in this zone, shown by its offset. |
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'site_timezone' => wp_timezone_string(), |
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'guidelines' => $guidelines, |
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] |
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); |
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} |
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|
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/** |
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* How this agent's replies go out, as reply-to-ticket applies it. Only an agent |
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* who cannot send directly gets a sentence explaining why. |
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* |
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* @return array |
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*/ |
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private static function replyMode() |
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{ |
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if (PermissionManager::userCan(\FluentSupport\App\Modules\MCP\Support\AbilityGuard::MANAGE_TICKET_CAPS)) { |
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return ['replies' => 'send']; |
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} |
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|
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if (PermissionManager::currentUserCan('fst_draft_reply')) { |
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return [ |
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'replies' => 'draft_only', |
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'replies_note' => 'You only have the Draft Reply permission: reply-to-ticket saves your replies as drafts for another agent to approve.', |
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]; |
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} |
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|
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return [ |
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'replies' => 'none', |
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'replies_note' => 'You can read tickets but not reply to them.', |
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]; |
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} |
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|
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/** How much of an inbox email template the MCP shows, in characters of Markdown. */ |
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const TEMPLATE_MAX_CHARS = 2000; |
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|
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/** How much of the agent's signature the MCP shows, in characters of Markdown. */ |
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const SIGNATURE_MAX_CHARS = 1000; |
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|
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/** |
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* The email the customer gets when the agent writes from this mailbox: the |
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* template itself, with [YOUR MESSAGE] where the agent's text goes and |
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* [YOUR SIGNATURE] where their signature is added. The agent reads the template |
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* and decides what to leave out; nothing here guesses at greetings or sign-offs. |
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* |
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* adds_signature is true only when the template has {{agent.signature}} and the |
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* agent has a signature; then [YOUR SIGNATURE] marks it. |
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* |
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* @param MailBox $mailbox |
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* @param string $emailKey |
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* @param Agent $agent |
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* @param string|null $signature The agent's signature HTML. Pass it when describing several mailboxes for one agent. |
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* @param bool $compact For get-support-context: leave out the signature text (it is under |
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* you.signature) and the shared note (it is in the server instructions). |
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* @return array |
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*/ |
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public static function describeAgentEmail($mailbox, $emailKey, $agent, $signature = null, $compact = false) |
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{ |
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if ($signature === null) { |
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$signature = \FluentSupport\App\Services\Tickets\ResponseService::getAppendedSignature($agent); |
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} |
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$hasSignature = (string) $signature !== ''; |
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|
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$settings = (new \FluentSupport\App\Services\EmailNotification\Settings())->getBoxEmailSettings($mailbox, $emailKey); |
| 331 |
if (!$settings) { |
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return ['sent' => false, 'note' => 'This inbox does not send this email.']; |
| 333 |
} |
| 334 |
|
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$body = (string) ($settings['email_body'] ?? ''); |
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|
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// The outreach email carries the agent's text as {{ticket.content}}: for an |
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// agent-initiated ticket that is the agent's first message. |
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$contentPattern = $emailKey === 'ticket_created_by_agent_on_behalf_email_to_customer' |
| 340 |
? '/{{\s*(response\.(full_)?content|ticket\.content)\s*}}/' |
| 341 |
: '/{{\s*response\.(full_)?content\s*}}/'; |
| 342 |
$signaturePattern = '/{{\s*agent\.signature\s*}}/'; |
| 343 |
|
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$includesMessage = (bool) preg_match($contentPattern, $body); |
| 345 |
$hasSignatureSlot = (bool) preg_match($signaturePattern, $body); |
| 346 |
$addsSignature = $hasSignature && $hasSignatureSlot; |
| 347 |
|
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// The signature placeholder renders empty for an agent without one. |
| 349 |
$shown = preg_replace($contentPattern, '[YOUR MESSAGE]', $body); |
| 350 |
$shown = preg_replace($signaturePattern, $hasSignature ? '[YOUR SIGNATURE]' : '', $shown); |
| 351 |
$template = MCPHelper::htmlToMarkdown($shown); |
| 352 |
$truncated = mb_strlen($template) > self::TEMPLATE_MAX_CHARS; |
| 353 |
if ($truncated) { |
| 354 |
$template = mb_substr($template, 0, self::TEMPLATE_MAX_CHARS) . '...'; |
| 355 |
} |
| 356 |
|
| 357 |
// From the agent's side a signature is either added automatically or not; |
| 358 |
// why not (no slot in the template, or no signature set) doesn't change what to write. |
| 359 |
if (!$includesMessage) { |
| 360 |
$note = 'This email does not include your message: it tells the customer to read it in the portal.'; |
| 361 |
} elseif ($compact) { |
| 362 |
// The shared rule is in the server instructions; adds_signature carries the rest. |
| 363 |
$note = ''; |
| 364 |
} else { |
| 365 |
$note = 'The customer gets this template with [YOUR MESSAGE] replaced by your text, so leave out any greeting or sign-off it already has. ' |
| 366 |
. ($addsSignature |
| 367 |
? 'Your signature, shown in signature, is added automatically at [YOUR SIGNATURE], so do not sign your message. ' |
| 368 |
: 'No signature is added automatically. ') |
| 369 |
. 'The [...] markers are for reading the template only; never type them in a reply.'; |
| 370 |
} |
| 371 |
|
| 372 |
$description = [ |
| 373 |
'sent' => ($settings['status'] ?? 'no') === 'yes', |
| 374 |
'includes_reply' => $includesMessage, |
| 375 |
'adds_signature' => $addsSignature, |
| 376 |
'subject' => (string) ($settings['email_subject'] ?? ''), |
| 377 |
'template' => $template, |
| 378 |
'from_name' => $mailbox->getFromName($agent), |
| 379 |
]; |
| 380 |
|
| 381 |
if ($truncated) { |
| 382 |
$description['template_truncated'] = true; |
| 383 |
} |
| 384 |
|
| 385 |
if ($addsSignature && !$compact) { |
| 386 |
$description['signature'] = mb_substr(MCPHelper::htmlToMarkdown($signature), 0, self::SIGNATURE_MAX_CHARS); |
| 387 |
} |
| 388 |
|
| 389 |
if ($note !== '') { |
| 390 |
$description['note'] = $note; |
| 391 |
} |
| 392 |
|
| 393 |
return $description; |
| 394 |
} |
| 395 |
|
| 396 |
/** |
| 397 |
* The limits AttachmentStager applies to files sent with a reply or note. |
| 398 |
* |
| 399 |
* @return array |
| 400 |
*/ |
| 401 |
private static function uploadLimits() |
| 402 |
{ |
| 403 |
$settings = (new \FluentSupport\App\Services\EmailNotification\Settings())->globalBusinessSettings(); |
| 404 |
|
| 405 |
return [ |
| 406 |
'max_files' => \FluentSupport\App\Modules\MCP\Support\AttachmentStager::maxFiles(), |
| 407 |
'max_file_size_mb' => floatval($settings['max_file_size'] ?? 0) ?: null, |
| 408 |
'allowed_extensions' => \FluentSupport\App\Modules\MCP\Support\AttachmentStager::allowedExtensions(), |
| 409 |
'note' => 'Per reply or note: up to max_files files, each up to max_file_size_mb as a file (base64 text is about a third larger).', |
| 410 |
]; |
| 411 |
} |
| 412 |
|
| 413 |
public static function invalidateSupportContextCache() |
| 414 |
{ |
| 415 |
update_option(self::CACHE_VERSION_OPTION, (int) get_option(self::CACHE_VERSION_OPTION, 0) + 1, false); |
| 416 |
} |
| 417 |
|
| 418 |
/** |
| 419 |
* Build a ticket query scoped to the current agent's visibility, mirroring listTickets(). |
| 420 |
* |
| 421 |
* Applies the same `fluent_support/tickets_query_by_permission_ref` permission scope used by |
| 422 |
* TicketTools::listTickets so the "needs attention" lists never expose tickets — or the |
| 423 |
* customer names/emails they serialize — outside the agent's visibility scope. The |
| 424 |
* restricted-mailbox filter alone is not enough: an agent scoped to only their own tickets |
| 425 |
* must not enumerate other customers' tickets across the rest of the instance. |
| 426 |
*/ |
| 427 |
private static function scopedTicketQuery($ticketFields, $eagerLoad) |
| 428 |
{ |
| 429 |
$query = Ticket::select($ticketFields)->with($eagerLoad); |
| 430 |
|
| 431 |
do_action_ref_array('fluent_support/tickets_query_by_permission_ref', [&$query]); |
| 432 |
|
| 433 |
return (new AgentTicketAccess())->applyMailboxRestrictionScope($query); |
| 434 |
} |
| 435 |
|
| 436 |
private static function formatContextTicket($ticket, int $now) |
| 437 |
{ |
| 438 |
$item = [ |
| 439 |
'id' => $ticket->id, |
| 440 |
'title' => $ticket->title, |
| 441 |
'status' => $ticket->status ?: 'new', |
| 442 |
'priority' => MCPHelper::normalizePriority($ticket->priority), |
| 443 |
'response_count' => (int) $ticket->response_count, |
| 444 |
'waiting_on' => MCPHelper::waitingOn($ticket), |
| 445 |
]; |
| 446 |
|
| 447 |
if ($ticket->relationLoaded('customer') && $ticket->customer) { |
| 448 |
$item['customer'] = MCPHelper::formatPersonSummary($ticket->customer); |
| 449 |
} |
| 450 |
|
| 451 |
if ($ticket->waiting_since) { |
| 452 |
$wait = max(0, $now - strtotime($ticket->waiting_since)); |
| 453 |
$item['waiting'] = self::formatDuration($wait); |
| 454 |
} |
| 455 |
|
| 456 |
return $item; |
| 457 |
} |
| 458 |
|
| 459 |
public static function tagTicket($params) |
| 460 |
{ |
| 461 |
$agent = MCPHelper::resolveAgent(); |
| 462 |
if (!$agent) { |
| 463 |
return MCPHelper::error('unauthorized', __('No agent found for current user', 'fluent-support')); |
| 464 |
} |
| 465 |
|
| 466 |
$ticketId = (int) ($params['ticket_id'] ?? 0); |
| 467 |
if (!$ticketId) { |
| 468 |
return MCPHelper::error('invalid_param', __('ticket_id is required', 'fluent-support'), ['fields' => ['ticket_id']]); |
| 469 |
} |
| 470 |
|
| 471 |
$ticket = Ticket::find($ticketId); |
| 472 |
if (!$ticket) { |
| 473 |
return MCPHelper::error('not_found', __('Ticket not found', 'fluent-support'), ['next_step' => 'Use list-tickets to find valid ticket IDs']); |
| 474 |
} |
| 475 |
|
| 476 |
if ($err = TicketAccessGuard::assert($ticket)) { |
| 477 |
return $err; |
| 478 |
} |
| 479 |
|
| 480 |
$addTagIds = array_map('intval', (array) ($params['add_tag_ids'] ?? [])); |
| 481 |
$removeTagIds = array_map('intval', (array) ($params['remove_tag_ids'] ?? [])); |
| 482 |
|
| 483 |
$addTagNames = array_values(array_unique(array_filter(array_map('sanitize_text_field', (array) ($params['add_tag_names'] ?? [])), function ($name) { |
| 484 |
return $name !== ''; |
| 485 |
}))); |
| 486 |
|
| 487 |
if (count($addTagNames) > self::MAX_TAG_NAMES) { |
| 488 |
return MCPHelper::error('invalid_param', sprintf(__('add_tag_names may not exceed %d items per request. Split into multiple calls.', 'fluent-support'), self::MAX_TAG_NAMES), ['fields' => ['add_tag_names'], 'limit' => self::MAX_TAG_NAMES]); |
| 489 |
} |
| 490 |
|
| 491 |
// Names only pick existing tags: the tag list is configuration that people |
| 492 |
// manage in the admin. Any unknown name stops the call before anything changes. |
| 493 |
$resolved = self::resolveTagNames($addTagNames); |
| 494 |
if ($resolved['unknown']) { |
| 495 |
return MCPHelper::error( |
| 496 |
'unknown_tag', |
| 497 |
/* translators: %s is a comma-separated list of tag names */ |
| 498 |
sprintf(__('No tag is called: %s', 'fluent-support'), implode(', ', $resolved['unknown'])), |
| 499 |
[ |
| 500 |
'fields' => ['add_tag_names'], |
| 501 |
'available_tags' => $resolved['available'], |
| 502 |
'next_step' => 'Use one of these tags, or ask a person to create a new tag in the admin.', |
| 503 |
] |
| 504 |
); |
| 505 |
} |
| 506 |
foreach ($resolved['ids'] as $tagId) { |
| 507 |
$addTagIds[] = $tagId; |
| 508 |
} |
| 509 |
|
| 510 |
// Only real ticket tags: fs_taggables also holds agent groups and other types. |
| 511 |
if ($addTagIds) { |
| 512 |
$addTagIds = TicketTag::whereIn('id', array_unique($addTagIds))->pluck('id')->toArray(); |
| 513 |
} |
| 514 |
|
| 515 |
if ($addTagIds) { |
| 516 |
$ticket->applyTags($addTagIds); |
| 517 |
} |
| 518 |
|
| 519 |
if ($removeTagIds) { |
| 520 |
$ticket->detachTags($removeTagIds); |
| 521 |
} |
| 522 |
|
| 523 |
$ticket->load('tags'); |
| 524 |
|
| 525 |
/* translators: %d is the ticket ID */ |
| 526 |
$summary = sprintf(__('Tags updated on ticket #%d', 'fluent-support'), $ticketId); |
| 527 |
|
| 528 |
$data = ['tags' => $ticket->tags->map(function ($tag) { |
| 529 |
return ['id' => $tag->id, 'title' => $tag->title]; |
| 530 |
})->toArray()]; |
| 531 |
|
| 532 |
return MCPHelper::envelope($summary, $data); |
| 533 |
} |
| 534 |
|
| 535 |
/** |
| 536 |
* Existing tags for tag-ticket's add_tag_names, matched by title ignoring case |
| 537 |
* and surrounding spaces. Nothing is created. |
| 538 |
* |
| 539 |
* @param string[] $names |
| 540 |
* @return array{ids: int[], unknown: string[], available: string[]} |
| 541 |
*/ |
| 542 |
private static function resolveTagNames(array $names) |
| 543 |
{ |
| 544 |
if (!$names) { |
| 545 |
return ['ids' => [], 'unknown' => [], 'available' => []]; |
| 546 |
} |
| 547 |
|
| 548 |
$tags = TicketTag::select(['id', 'title'])->orderBy('title', 'ASC')->get(); |
| 549 |
$byKey = []; |
| 550 |
foreach ($tags as $tag) { |
| 551 |
$key = mb_strtolower(trim((string) $tag->title)); |
| 552 |
if (!isset($byKey[$key])) { |
| 553 |
$byKey[$key] = (int) $tag->id; |
| 554 |
} |
| 555 |
} |
| 556 |
|
| 557 |
$ids = []; |
| 558 |
$unknown = []; |
| 559 |
foreach ($names as $name) { |
| 560 |
$key = mb_strtolower(trim($name)); |
| 561 |
if (isset($byKey[$key])) { |
| 562 |
$ids[] = $byKey[$key]; |
| 563 |
} else { |
| 564 |
$unknown[] = $name; |
| 565 |
} |
| 566 |
} |
| 567 |
|
| 568 |
return [ |
| 569 |
'ids' => array_values(array_unique($ids)), |
| 570 |
'unknown' => $unknown, |
| 571 |
'available' => $unknown ? array_slice($tags->pluck('title')->all(), 0, 200) : [], |
| 572 |
]; |
| 573 |
} |
| 574 |
|
| 575 |
public static function getSupportInsights($params) |
| 576 |
{ |
| 577 |
$agent = MCPHelper::resolveAgent(); |
| 578 |
if (!$agent) { |
| 579 |
return MCPHelper::error('unauthorized', __('No agent found for current user', 'fluent-support')); |
| 580 |
} |
| 581 |
|
| 582 |
$periodMap = ['24h' => 1, '7d' => 7, '30d' => 30, '90d' => 90]; |
| 583 |
$period = sanitize_text_field($params['period'] ?? '7d'); |
| 584 |
if (!isset($periodMap[$period])) { |
| 585 |
$period = '7d'; |
| 586 |
} |
| 587 |
|
| 588 |
// Ticket dates are stored in site time (current_time('mysql')), so the |
| 589 |
// cut-off must be site time too; a UTC cut-off shifts the whole window. |
| 590 |
$nowTs = time(); |
| 591 |
$sinceTs = $nowTs - $periodMap[$period] * DAY_IN_SECONDS; |
| 592 |
$since = wp_date('Y-m-d H:i:s', $sinceTs); |
| 593 |
|
| 594 |
$scoped = function () { |
| 595 |
$query = Ticket::query(); |
| 596 |
do_action_ref_array('fluent_support/tickets_query_by_permission_ref', [&$query]); |
| 597 |
return (new AgentTicketAccess())->applyMailboxRestrictionScope($query); |
| 598 |
}; |
| 599 |
|
| 600 |
$periodTicketsQuery = $scoped()->where('created_at', '>=', $since); |
| 601 |
$closedInPeriodQuery = $scoped()->where('resolved_at', '>=', $since); |
| 602 |
|
| 603 |
// Response times — aggregates in SQL; bounded sample only for median. |
| 604 |
$rtBase = $scoped()->where('first_response_time', '>', 0)->where('created_at', '>=', $since); |
| 605 |
$rtAgg = (clone $rtBase)->selectRaw('COUNT(*) as cnt, AVG(first_response_time) as avg_val, MAX(first_response_time) as max_val, MIN(first_response_time) as min_val')->first(); |
| 606 |
$rtSample = ($rtAgg && (int) $rtAgg->cnt > 0) |
| 607 |
? (clone $rtBase)->orderByDesc('id')->limit(500)->pluck('first_response_time')->toArray() |
| 608 |
: []; |
| 609 |
|
| 610 |
// Resolution times — same pattern. |
| 611 |
$ctBase = (clone $closedInPeriodQuery)->where('total_close_time', '>', 0); |
| 612 |
$ctAgg = (clone $ctBase)->selectRaw('COUNT(*) as cnt, AVG(total_close_time) as avg_val, MAX(total_close_time) as max_val, MIN(total_close_time) as min_val')->first(); |
| 613 |
$ctSample = ($ctAgg && (int) $ctAgg->cnt > 0) |
| 614 |
? (clone $ctBase)->orderByDesc('id')->limit(500)->pluck('total_close_time')->toArray() |
| 615 |
: []; |
| 616 |
|
| 617 |
// Waiting, split by whose turn it is. waiting_on=agent tickets genuinely need |
| 618 |
// a reply; waiting_on=customer tickets only reflect how long the customer |
| 619 |
// has been idle since our last reply. A single blended average over both populations |
| 620 |
// measures mostly customer silence and hides how many tickets actually need a reply. |
| 621 |
$waitOnAgentBase = $scoped()->whereNotIn('status', ['closed'])->whereNotNull('waiting_since')->waitingOnly(); |
| 622 |
$waitOnCustomerBase = $scoped()->whereNotIn('status', ['closed'])->whereNotNull('waiting_since')->where(function ($q) { |
| 623 |
$q->whereColumn('last_customer_response', '<', 'last_agent_response'); |
| 624 |
}); |
| 625 |
$waitingOnAgent = self::computeWaitStats($waitOnAgentBase); |
| 626 |
$waitingOnCustomer = self::computeWaitStats($waitOnCustomerBase); |
| 627 |
|
| 628 |
$allAgents = Agent::where('person_type', 'agent') |
| 629 |
->whereNotNull('first_name') |
| 630 |
->where('first_name', '!=', '') |
| 631 |
->select(['id', 'first_name', 'last_name']) |
| 632 |
->get() |
| 633 |
->keyBy('id'); |
| 634 |
|
| 635 |
$agentWorkload = $scoped()->whereNotIn('status', ['closed']) |
| 636 |
->whereNotNull('agent_id') |
| 637 |
->selectRaw('agent_id, COUNT(*) as ticket_count') |
| 638 |
->groupBy('agent_id') |
| 639 |
->get() |
| 640 |
->keyBy('agent_id'); |
| 641 |
|
| 642 |
$agentClosedInPeriod = $scoped()->where('resolved_at', '>=', $since) |
| 643 |
->whereNotNull('agent_id') |
| 644 |
->selectRaw('agent_id, COUNT(*) as closed_count') |
| 645 |
->groupBy('agent_id') |
| 646 |
->get() |
| 647 |
->keyBy('agent_id'); |
| 648 |
|
| 649 |
$agentResponseTimes = $scoped()->where('first_response_time', '>', 0) |
| 650 |
->where('created_at', '>=', $since) |
| 651 |
->whereNotNull('agent_id') |
| 652 |
->selectRaw('agent_id, AVG(first_response_time) as avg_response_time') |
| 653 |
->groupBy('agent_id') |
| 654 |
->get() |
| 655 |
->keyBy('agent_id'); |
| 656 |
|
| 657 |
$agentResolutionTimes = $scoped()->where('resolved_at', '>=', $since) |
| 658 |
->where('total_close_time', '>', 0) |
| 659 |
->whereNotNull('agent_id') |
| 660 |
->selectRaw('agent_id, AVG(total_close_time) as avg_close_time') |
| 661 |
->groupBy('agent_id') |
| 662 |
->get() |
| 663 |
->keyBy('agent_id'); |
| 664 |
|
| 665 |
$agentIds = $allAgents->keys() |
| 666 |
->merge($agentWorkload->keys()) |
| 667 |
->merge($agentClosedInPeriod->keys()) |
| 668 |
->unique(); |
| 669 |
|
| 670 |
$performance = []; |
| 671 |
foreach ($agentIds as $agentId) { |
| 672 |
$agentModel = $allAgents->get($agentId); |
| 673 |
if (!$agentModel) { |
| 674 |
continue; |
| 675 |
} |
| 676 |
|
| 677 |
$entry = [ |
| 678 |
'agent_id' => $agentId, |
| 679 |
'agent_name' => MCPHelper::personName($agentModel), |
| 680 |
'open_tickets' => (int) ($agentWorkload->get($agentId)->ticket_count ?? 0), |
| 681 |
'closed_in_period' => (int) ($agentClosedInPeriod->get($agentId)->closed_count ?? 0), |
| 682 |
]; |
| 683 |
|
| 684 |
$avgResponse = $agentResponseTimes->get($agentId); |
| 685 |
$entry['avg_first_response'] = $avgResponse |
| 686 |
? self::formatDuration((float) $avgResponse->avg_response_time) |
| 687 |
: null; |
| 688 |
|
| 689 |
$avgResolution = $agentResolutionTimes->get($agentId); |
| 690 |
$entry['avg_resolution'] = $avgResolution |
| 691 |
? self::formatDuration((float) $avgResolution->avg_close_time) |
| 692 |
: null; |
| 693 |
|
| 694 |
$performance[] = $entry; |
| 695 |
} |
| 696 |
|
| 697 |
usort($performance, fn($a, $b) => $b['open_tickets'] - $a['open_tickets']); |
| 698 |
|
| 699 |
if (!empty($params['agent_id'])) { |
| 700 |
$onlyAgent = (int) $params['agent_id']; |
| 701 |
$performance = array_values(array_filter($performance, fn($row) => (int) $row['agent_id'] === $onlyAgent)); |
| 702 |
} |
| 703 |
|
| 704 |
$agentTotal = count($performance); |
| 705 |
$truncatedAgents = $agentTotal > self::MAX_AGENTS; |
| 706 |
if ($truncatedAgents) { |
| 707 |
$performance = array_slice($performance, 0, self::MAX_AGENTS); |
| 708 |
} |
| 709 |
|
| 710 |
$created = (clone $periodTicketsQuery)->count(); |
| 711 |
$closed = (clone $closedInPeriodQuery)->count(); |
| 712 |
|
| 713 |
return MCPHelper::envelope( |
| 714 |
"Support insights for {$period}: {$created} created, {$closed} closed", |
| 715 |
[ |
| 716 |
'period' => $period, |
| 717 |
'from' => wp_date('c', $sinceTs), |
| 718 |
'to' => wp_date('c', $nowTs), |
| 719 |
'volume' => ['created' => $created, 'closed' => $closed], |
| 720 |
'first_response_time' => self::computeTimeStatsFromAgg($rtAgg, $rtSample), |
| 721 |
'resolution_time' => self::computeTimeStatsFromAgg($ctAgg, $ctSample), |
| 722 |
'waiting' => [ |
| 723 |
'waiting_on_agent' => $waitingOnAgent, |
| 724 |
'waiting_on_customer' => $waitingOnCustomer, |
| 725 |
], |
| 726 |
'agent_performance' => $performance, |
| 727 |
'agent_performance_total' => $agentTotal, |
| 728 |
'agent_performance_truncated' => $truncatedAgents, |
| 729 |
] |
| 730 |
); |
| 731 |
} |
| 732 |
|
| 733 |
private static function computeTimeStatsFromAgg($agg, array $sample) |
| 734 |
{ |
| 735 |
if (!$agg || (int) $agg->cnt === 0) { |
| 736 |
return ['count' => 0, 'average' => null, 'median' => null, 'max' => null, 'min' => null]; |
| 737 |
} |
| 738 |
|
| 739 |
return [ |
| 740 |
'count' => (int) $agg->cnt, |
| 741 |
'average' => self::formatDuration((float) $agg->avg_val), |
| 742 |
'median' => self::formatDuration(self::median($sample)), |
| 743 |
'max' => self::formatDuration((float) $agg->max_val), |
| 744 |
'min' => self::formatDuration((float) $agg->min_val), |
| 745 |
]; |
| 746 |
} |
| 747 |
|
| 748 |
/** |
| 749 |
* Aggregate + bounded-sample-for-median pattern for a waiting_since-based population, |
| 750 |
* mirroring computeTimeStatsFromAgg() but for the TIMESTAMPDIFF-against-now duration used |
| 751 |
* by the two waiting populations (waiting_on_agent / waiting_on_customer) instead of a |
| 752 |
* stored duration column. |
| 753 |
*/ |
| 754 |
private static function computeWaitStats($baseQuery) |
| 755 |
{ |
| 756 |
// waiting_since is stored in site time, so measure against site time, not UTC. |
| 757 |
$now = current_time('mysql'); |
| 758 |
$agg = (clone $baseQuery) |
| 759 |
->selectRaw('COUNT(*) as cnt, AVG(TIMESTAMPDIFF(SECOND, waiting_since, ?)) as avg_val, MAX(TIMESTAMPDIFF(SECOND, waiting_since, ?)) as max_val', [$now, $now]) |
| 760 |
->first(); |
| 761 |
$sample = ($agg && (int) $agg->cnt > 0) |
| 762 |
? (clone $baseQuery)->selectRaw('TIMESTAMPDIFF(SECOND, waiting_since, ?) as wait_sec', [$now])->orderByDesc('id')->limit(500)->pluck('wait_sec')->toArray() |
| 763 |
: []; |
| 764 |
|
| 765 |
return [ |
| 766 |
'count' => $agg ? (int) $agg->cnt : 0, |
| 767 |
'average' => self::formatDuration($agg ? (float) $agg->avg_val : 0), |
| 768 |
'max' => self::formatDuration($agg ? (float) $agg->max_val : 0), |
| 769 |
'median' => self::formatDuration(self::median($sample)), |
| 770 |
]; |
| 771 |
} |
| 772 |
|
| 773 |
private static function median(array $values) |
| 774 |
{ |
| 775 |
if (empty($values)) { |
| 776 |
return 0; |
| 777 |
} |
| 778 |
sort($values); |
| 779 |
$count = count($values); |
| 780 |
$mid = (int) floor($count / 2); |
| 781 |
return ($count % 2 === 0) |
| 782 |
? ($values[$mid - 1] + $values[$mid]) / 2 |
| 783 |
: $values[$mid]; |
| 784 |
} |
| 785 |
|
| 786 |
private static function formatDuration($seconds) |
| 787 |
{ |
| 788 |
return MCPHelper::formatDuration($seconds); |
| 789 |
} |
| 790 |
|
| 791 |
public static function bulkAction($params) |
| 792 |
{ |
| 793 |
$agent = MCPHelper::resolveAgent(); |
| 794 |
if (!$agent) { |
| 795 |
return MCPHelper::error('unauthorized', __('No agent found for current user', 'fluent-support')); |
| 796 |
} |
| 797 |
|
| 798 |
$ticketIds = array_map('intval', (array) ($params['ticket_ids'] ?? [])); |
| 799 |
$action = sanitize_text_field($params['action'] ?? ''); |
| 800 |
|
| 801 |
if (empty($ticketIds) || !$action) { |
| 802 |
return MCPHelper::error('invalid_param', __('ticket_ids and action are required', 'fluent-support'), ['fields' => ['ticket_ids', 'action']]); |
| 803 |
} |
| 804 |
|
| 805 |
if (count($ticketIds) > self::MAX_BULK) { |
| 806 |
return MCPHelper::error('invalid_param', sprintf(__('ticket_ids may not exceed %d items per request. Split into multiple calls.', 'fluent-support'), self::MAX_BULK), ['fields' => ['ticket_ids'], 'limit' => self::MAX_BULK]); |
| 807 |
} |
| 808 |
|
| 809 |
$allowedActions = ['close', 'assign', 'tag', 'reply']; |
| 810 |
if (!in_array($action, $allowedActions)) { |
| 811 |
return MCPHelper::error('invalid_param', sprintf(__('action must be one of: %s', 'fluent-support'), implode(', ', $allowedActions)), ['fields' => ['action']]); |
| 812 |
} |
| 813 |
|
| 814 |
$assignTarget = null; |
| 815 |
if ($action === 'assign') { |
| 816 |
// Null ticket: each ticket's mailbox restriction is checked per-item |
| 817 |
// in the loop below, since the batch can span multiple mailboxes. |
| 818 |
$assignTarget = MCPHelper::resolveAssignmentTarget($params['agent_id'] ?? 0, null, 'agent_id'); |
| 819 |
if (is_wp_error($assignTarget)) { |
| 820 |
return $assignTarget; |
| 821 |
} |
| 822 |
} |
| 823 |
|
| 824 |
$bulkTagIds = []; |
| 825 |
if ($action === 'tag') { |
| 826 |
$tagIds = array_map('intval', (array) ($params['tag_ids'] ?? [])); |
| 827 |
if (empty($tagIds)) { |
| 828 |
return MCPHelper::error('invalid_param', __('tag_ids is required for the tag action', 'fluent-support'), ['fields' => ['tag_ids']]); |
| 829 |
} |
| 830 |
// Only real ticket tags: fs_taggables also holds agent groups and other types. |
| 831 |
$bulkTagIds = TicketTag::whereIn('id', $tagIds)->pluck('id')->toArray(); |
| 832 |
if (!$bulkTagIds) { |
| 833 |
return MCPHelper::error('invalid_param', __('None of the tag_ids is a ticket tag', 'fluent-support'), ['fields' => ['tag_ids'], 'next_step' => 'Use get-support-context to see available tags and their IDs']); |
| 834 |
} |
| 835 |
} |
| 836 |
|
| 837 |
if ($action === 'reply' && empty($params['content']) && empty($params['saved_reply_id'])) { |
| 838 |
return MCPHelper::error('invalid_param', __('content or saved_reply_id is required for the reply action', 'fluent-support'), ['fields' => ['content', 'saved_reply_id']]); |
| 839 |
} |
| 840 |
|
| 841 |
$tickets = Ticket::whereIn('id', $ticketIds)->get(); |
| 842 |
$ticketService = new TicketService(); |
| 843 |
$results = []; |
| 844 |
$foundIds = $tickets->pluck('id')->toArray(); |
| 845 |
|
| 846 |
foreach ($ticketIds as $tid) { |
| 847 |
if (!in_array($tid, $foundIds)) { |
| 848 |
$results[] = ['id' => $tid, 'status' => 'not_found']; |
| 849 |
} |
| 850 |
} |
| 851 |
|
| 852 |
foreach ($tickets as $ticket) { |
| 853 |
if (TicketAccessGuard::assert($ticket)) { |
| 854 |
$results[] = ['id' => $ticket->id, 'status' => 'forbidden']; |
| 855 |
continue; |
| 856 |
} |
| 857 |
|
| 858 |
// Isolate each ticket: a failure on one (e.g. inside close(), |
| 859 |
// onAgentChange(), or applyTags()) must not abort the whole batch. |
| 860 |
try { |
| 861 |
switch ($action) { |
| 862 |
case 'close': |
| 863 |
if ($ticket->status === 'closed') { |
| 864 |
$results[] = ['id' => $ticket->id, 'status' => 'already_closed']; |
| 865 |
} else { |
| 866 |
// close() takes 'yes'/'no'; only 'no' sends the closing email. |
| 867 |
$ticketService->close($ticket, $agent, '', !empty($params['silent']) ? 'yes' : 'no'); |
| 868 |
$results[] = ['id' => $ticket->id, 'status' => 'closed']; |
| 869 |
} |
| 870 |
break; |
| 871 |
|
| 872 |
case 'assign': |
| 873 |
if (TicketAccessGuard::assertAssignableAgent($ticket, $assignTarget)) { |
| 874 |
$results[] = ['id' => $ticket->id, 'status' => 'mailbox_restricted']; |
| 875 |
break; |
| 876 |
} |
| 877 |
MCPHelper::applyAgentAssignment($ticket, $assignTarget, $agent); |
| 878 |
$results[] = ['id' => $ticket->id, 'status' => 'assigned']; |
| 879 |
break; |
| 880 |
|
| 881 |
case 'tag': |
| 882 |
$ticket->applyTags($bulkTagIds); |
| 883 |
$results[] = ['id' => $ticket->id, 'status' => 'tagged']; |
| 884 |
break; |
| 885 |
|
| 886 |
case 'reply': |
| 887 |
$results[] = self::bulkReply($ticket, $params); |
| 888 |
break; |
| 889 |
} |
| 890 |
} catch (\Exception $e) { |
| 891 |
$results[] = ['id' => $ticket->id, 'status' => 'error', 'message' => $e->getMessage()]; |
| 892 |
} |
| 893 |
} |
| 894 |
|
| 895 |
$processed = count(array_filter($results, function ($r) { |
| 896 |
return in_array($r['status'], ['closed', 'already_closed', 'assigned', 'tagged', 'replied', 'drafted', 'duplicate'], true); |
| 897 |
})); |
| 898 |
|
| 899 |
$total = count($ticketIds); |
| 900 |
$verbMap = ['close' => 'closed', 'assign' => 'assigned', 'tag' => 'tagged', 'reply' => 'replied to']; |
| 901 |
$verb = $verbMap[$action] ?? $action; |
| 902 |
|
| 903 |
return MCPHelper::envelope( |
| 904 |
"{$processed} of {$total} ticket(s) {$verb}", |
| 905 |
['results' => $results], |
| 906 |
['processed' => $processed, 'total' => $total] |
| 907 |
); |
| 908 |
} |
| 909 |
|
| 910 |
/** |
| 911 |
* One ticket of a bulk reply, through the same path as reply-to-ticket |
| 912 |
* (access, reopen, auto-assign, drafts, duplicate guard). |
| 913 |
*/ |
| 914 |
private static function bulkReply(Ticket $ticket, $params) |
| 915 |
{ |
| 916 |
$replyParams = array_intersect_key($params, array_flip(['content', 'content_format', 'saved_reply_id', 'close_ticket', 'draft'])); |
| 917 |
$replyParams['ticket_id'] = $ticket->id; |
| 918 |
|
| 919 |
$result = ResponseTools::replyToTicket($replyParams); |
| 920 |
|
| 921 |
if (is_wp_error($result)) { |
| 922 |
$error = json_decode($result->get_error_message(), true); |
| 923 |
return [ |
| 924 |
'id' => $ticket->id, |
| 925 |
'status' => $error['error']['code'] ?? 'error', |
| 926 |
'message' => $error['error']['message'] ?? $result->get_error_message(), |
| 927 |
]; |
| 928 |
} |
| 929 |
|
| 930 |
$data = $result['data']; |
| 931 |
if (!empty($data['duplicate'])) { |
| 932 |
$status = 'duplicate'; |
| 933 |
} elseif (!empty($data['draft'])) { |
| 934 |
$status = 'drafted'; |
| 935 |
} else { |
| 936 |
$status = 'replied'; |
| 937 |
} |
| 938 |
|
| 939 |
return array_filter([ |
| 940 |
'id' => $ticket->id, |
| 941 |
'status' => $status, |
| 942 |
'response_id' => $data['response']['id'] ?? null, |
| 943 |
'ticket_status' => $data['ticket_status'] ?? null, |
| 944 |
'reopened' => !empty($data['reopened']) ?: null, |
| 945 |
], function ($value) { |
| 946 |
return $value !== null; |
| 947 |
}); |
| 948 |
} |
| 949 |
|
| 950 |
public static function getMentions($params) |
| 951 |
{ |
| 952 |
$agent = MCPHelper::resolveAgent(); |
| 953 |
if (!$agent) { |
| 954 |
return MCPHelper::error('unauthorized', __('No agent found for current user', 'fluent-support')); |
| 955 |
} |
| 956 |
|
| 957 |
$notificationSettings = new \FluentSupport\App\Services\Notifications\NotificationSettings(); |
| 958 |
if (!$notificationSettings->canUseNotificationTables(true)) { |
| 959 |
return MCPHelper::error('not_available', __('Internal notifications are not enabled. Enable them in Fluent Support Settings > Notifications.', 'fluent-support'), [ |
| 960 |
'next_step' => 'Enable internal notifications in Fluent Support admin settings', |
| 961 |
]); |
| 962 |
} |
| 963 |
|
| 964 |
['page' => $page, 'per_page' => $perPage] = MCPHelper::pagination($params, 15); |
| 965 |
|
| 966 |
$status = sanitize_text_field($params['status'] ?? 'all'); |
| 967 |
if (!in_array($status, ['all', 'unread', 'read'], true)) { |
| 968 |
$status = 'all'; |
| 969 |
} |
| 970 |
|
| 971 |
$filters = [ |
| 972 |
'category' => \FluentSupport\App\Services\Notifications\NotificationCategory::MENTIONS, |
| 973 |
]; |
| 974 |
|
| 975 |
if ($status !== 'all') { |
| 976 |
$filters['status'] = $status; |
| 977 |
} |
| 978 |
|
| 979 |
if (!empty($params['ticket_id'])) { |
| 980 |
$filters['ticket_id'] = (int) $params['ticket_id']; |
| 981 |
} |
| 982 |
|
| 983 |
$queryService = new \FluentSupport\App\Services\Notifications\NotificationQueryService(); |
| 984 |
$query = $queryService->getNotificationsForPerson($agent->id, $filters); |
| 985 |
|
| 986 |
if (!$query) { |
| 987 |
return MCPHelper::error('not_available', __('Internal notifications are not enabled.', 'fluent-support')); |
| 988 |
} |
| 989 |
|
| 990 |
$paginated = $query->paginate($perPage, ['*'], 'page', $page); |
| 991 |
|
| 992 |
$unreadCount = (new \FluentSupport\App\Services\Notifications\NotificationQueryService()) |
| 993 |
->getUnreadCount($agent->id, ['category' => \FluentSupport\App\Services\Notifications\NotificationCategory::MENTIONS]); |
| 994 |
|
| 995 |
$mentions = []; |
| 996 |
foreach ($paginated->items() as $notification) { |
| 997 |
$payload = $notification->getPayloadAttribute($notification->getRawOriginal('payload') ?? null); |
| 998 |
if (!is_array($payload)) { |
| 999 |
$payload = []; |
| 1000 |
} |
| 1001 |
|
| 1002 |
$readStatus = null; |
| 1003 |
if ($notification->relationLoaded('recipients') && $notification->recipients->isNotEmpty()) { |
| 1004 |
$recipient = $notification->recipients->first(); |
| 1005 |
$readStatus = (bool) $recipient->is_read; |
| 1006 |
} |
| 1007 |
|
| 1008 |
$actor = $notification->relationLoaded('actor') ? $notification->actor : null; |
| 1009 |
$ticket = $notification->relationLoaded('ticket') ? $notification->ticket : null; |
| 1010 |
$actorName = $actor ? MCPHelper::personName($actor) : (__('Someone', 'fluent-support')); |
| 1011 |
$ticketTitle = $ticket ? $ticket->title : ($payload['ticket_title'] ?? null); |
| 1012 |
|
| 1013 |
$summary = $ticketTitle |
| 1014 |
? sprintf(__('%1$s mentioned you in "%2$s"', 'fluent-support'), $actorName, $ticketTitle) |
| 1015 |
: sprintf(__('%1$s mentioned you', 'fluent-support'), $actorName); |
| 1016 |
|
| 1017 |
$mention = [ |
| 1018 |
'id' => $notification->id, |
| 1019 |
'summary' => $summary, |
| 1020 |
'is_read' => $readStatus, |
| 1021 |
'ticket_id' => $notification->ticket_id, |
| 1022 |
'ticket_title' => $ticketTitle, |
| 1023 |
'conversation_id' => $notification->conversation_id, |
| 1024 |
'mentioned_by' => $actor ? MCPHelper::formatPersonSummary($actor) : null, |
| 1025 |
'content_preview' => isset($payload['content_preview']) ? sanitize_text_field($payload['content_preview']) : null, |
| 1026 |
'created_at' => MCPHelper::toIso8601($notification->created_at), |
| 1027 |
]; |
| 1028 |
|
| 1029 |
$mentions[] = $mention; |
| 1030 |
} |
| 1031 |
|
| 1032 |
$total = $paginated->total(); |
| 1033 |
|
| 1034 |
return MCPHelper::envelope( |
| 1035 |
sprintf( |
| 1036 |
_n('Found %d mention', 'Found %d mentions', $total, 'fluent-support'), |
| 1037 |
$total |
| 1038 |
) . ($unreadCount ? " ({$unreadCount} unread)" : ''), |
| 1039 |
['mentions' => $mentions, 'unread_count' => $unreadCount], |
| 1040 |
MCPHelper::pagingMeta($paginated) |
| 1041 |
); |
| 1042 |
} |
| 1043 |
|
| 1044 |
} |
| 1045 |
|
