| 1 |
<?php |
| 2 |
|
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namespace FluentSupport\App\Modules\MCP\Tools; |
| 4 |
|
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use FluentSupport\App\Models\Conversation; |
| 6 |
use FluentSupport\App\Models\SavedReply; |
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use FluentSupport\App\Models\Ticket; |
| 8 |
use FluentSupport\App\Modules\MCP\Helpers\MCPHelper; |
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use FluentSupport\App\Modules\MCP\Support\AbilityGuard; |
| 10 |
use FluentSupport\App\Modules\MCP\Support\AttachmentStager; |
| 11 |
use FluentSupport\App\Modules\MCP\Support\TicketAccessGuard; |
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use FluentSupport\App\Modules\PermissionManager; |
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use FluentSupport\App\Services\Tickets\ResponseService; |
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use FluentSupport\App\Services\Tickets\TicketService; |
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|
| 16 |
class ResponseTools |
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{ |
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/** Seconds within which an identical MCP reply is treated as a retry, not a new reply. */ |
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const DUPLICATE_WINDOW = 600; |
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|
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public static function listSavedReplies($params) |
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{ |
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$agent = MCPHelper::resolveAgent(); |
| 24 |
if (!$agent) { |
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return MCPHelper::error('unauthorized', __('No agent found for current user', 'fluent-support')); |
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} |
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|
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$query = SavedReply::where('created_by', $agent->id); |
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|
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if (!empty($params['search'])) { |
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$search = sanitize_text_field($params['search']); |
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$query->where(function ($q) use ($search) { |
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$q->where('title', 'LIKE', "%{$search}%") |
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->orWhere('content', 'LIKE', "%{$search}%"); |
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}); |
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} |
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|
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if (!empty($params['product_id'])) { |
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$query->where('product_id', (int) $params['product_id']); |
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} |
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|
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$replies = $query->orderBy('title', 'ASC')->get(); |
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|
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$count = $replies->count(); |
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|
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return MCPHelper::envelope( |
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sprintf(_n('Found %d saved reply', 'Found %d saved replies', $count, 'fluent-support'), $count), |
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['saved_replies' => $replies->map(function ($reply) { |
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return self::formatSavedReply($reply); |
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})->toArray()], |
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['total' => $count] |
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); |
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} |
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|
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private static function formatSavedReply($reply) |
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{ |
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return [ |
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'id' => $reply->id, |
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'title' => $reply->title, |
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'content' => MCPHelper::htmlToMarkdown($reply->content), |
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'product_id' => $reply->product_id, |
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]; |
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} |
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|
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public static function replyToTicket($params) |
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{ |
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$agent = MCPHelper::resolveAgent(); |
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if (!$agent) { |
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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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$ticketId = (int) ($params['ticket_id'] ?? 0); |
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if (!$ticketId) { |
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return MCPHelper::error('invalid_param', __('ticket_id is required', 'fluent-support'), ['fields' => ['ticket_id']]); |
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} |
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|
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$content = ''; |
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|
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if (!empty($params['saved_reply_id'])) { |
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$savedReply = SavedReply::where('id', (int) $params['saved_reply_id']) |
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->where('created_by', $agent->id) |
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->first(); |
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if (!$savedReply) { |
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return MCPHelper::error('not_found', __('Saved reply not found', 'fluent-support'), ['next_step' => 'Use list-saved-replies to find valid IDs']); |
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} |
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$content = wp_kses_post($savedReply->content); |
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} |
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|
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if (!empty($params['content'])) { |
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$format = $params['content_format'] ?? 'markdown'; |
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$content = wp_kses_post(MCPHelper::processContent($params['content'], $format)); |
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} |
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|
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if (!$content) { |
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return MCPHelper::error('invalid_param', __('content or saved_reply_id is required', 'fluent-support'), ['fields' => ['content', 'saved_reply_id']]); |
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} |
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|
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$ticket = Ticket::find($ticketId); |
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if (!$ticket) { |
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return MCPHelper::error('not_found', __('Ticket not found', 'fluent-support'), ['next_step' => 'Use list-tickets to find valid ticket IDs']); |
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} |
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|
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if ($err = TicketAccessGuard::assert($ticket)) { |
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return $err; |
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} |
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|
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// Draft-only agents (fst_draft_reply without manage permissions) can |
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// only save drafts, the same as in the ticket view. |
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$draftOnly = !PermissionManager::userCan(AbilityGuard::MANAGE_TICKET_CAPS); |
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$isDraft = $draftOnly || !empty($params['draft']); |
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|
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// The flag only applies while the reply is sent; a draft is sent later. |
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if ($isDraft && !empty($params['informational'])) { |
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return MCPHelper::error( |
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'invalid_param', |
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__('A draft reply cannot be informational', 'fluent-support'), |
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['fields' => ['informational', 'draft'], 'next_step' => 'Send the reply without draft, or drop informational'] |
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); |
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} |
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|
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// Clients retry when a response is lost, and a retry must not email the |
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// customer twice. Same agent, ticket and request within the window = retry. |
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$requestHash = self::requestHash($ticket, $content, $params, $isDraft); |
| 124 |
if ($duplicate = self::findDuplicateReply($ticket, $agent, $requestHash)) { |
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return MCPHelper::envelope( |
| 126 |
/* translators: %d is the ticket ID */ |
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sprintf(__('This reply was already added to ticket #%d a moment ago, so it was not sent again.', 'fluent-support'), $ticket->id), |
| 128 |
[ |
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'response' => [ |
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'id' => $duplicate->id, |
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'content' => MCPHelper::htmlToMarkdown($duplicate->content), |
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'type' => $duplicate->conversation_type, |
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'created_at' => MCPHelper::toIso8601($duplicate->created_at), |
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], |
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'ticket_status' => $ticket->status, |
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'duplicate' => true, |
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] |
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); |
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} |
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|
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$attachments = AttachmentStager::stage($params['attachments'] ?? null, $ticket, $agent); |
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if (is_wp_error($attachments)) { |
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return $attachments; |
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} |
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|
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if ($isDraft) { |
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return self::saveDraftReply($ticket, $agent, $content, $params, $draftOnly, $requestHash, $attachments); |
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} |
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|
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// Replying to a closed ticket reopens it, unless close_ticket is set: |
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// then the reply goes out and the ticket simply stays closed. |
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$reopen = $ticket->status === 'closed' && empty($params['close_ticket']); |
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|
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// Resolve assignment intent so assign + reply happen in one call. |
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// Explicit assignee_id requires fst_assign_agents (resolveAssignmentTarget). |
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// Otherwise, replying to an unassigned ticket takes ownership (self), |
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// which needs no extra permission. A ticket already assigned to someone |
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// else is never silently reassigned. |
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$assignTarget = null; |
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if (array_key_exists('assignee_id', $params) && $params['assignee_id'] !== null && $params['assignee_id'] !== '') { |
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$assignTarget = MCPHelper::resolveAssignmentTarget($params['assignee_id'], $ticket, 'assignee_id'); |
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if (is_wp_error($assignTarget)) { |
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return $assignTarget; |
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} |
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} elseif (empty($ticket->agent_id)) { |
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$assignTarget = $agent; // taking ownership — no fst_assign_agents needed |
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} |
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|
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$data = [ |
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'content' => $content, |
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'conversation_type' => 'response', |
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'source' => 'mcp', |
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]; |
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|
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if (!empty($params['close_ticket'])) { |
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$data['close_ticket'] = 'yes'; |
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} |
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|
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// A holding reply ("we've escalated this"): sent as usual, but the ticket |
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// keeps waiting on an agent (waiting_on stays "agent"). |
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if (!empty($params['informational'])) { |
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$data['informational_reply'] = true; |
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} |
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|
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if ($attachments) { |
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$data['attachments'] = $attachments; |
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} |
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|
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// Assign + reply (+ optional close) must be atomic: a failure in the |
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// reply rolls back the assignment too. Every notification side effect |
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// (assignment, the reply email, close) is deferred until AFTER the |
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// transaction commits — firing them inside would leak an email for a |
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// reply that is then rolled back, and a retry of that reply would find |
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// no request hash and email the customer again. |
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$result = null; |
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$assigned = false; |
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$previousAgentId = $ticket->agent_id; |
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try { |
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(new Ticket())->getConnection()->transaction(function () use (&$result, &$assigned, $assignTarget, $ticket, $agent, $data, $reopen, $requestHash) { |
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if ($reopen) { |
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(new TicketService())->reopen($ticket, $agent, true); |
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} |
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|
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if ($assignTarget) { |
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$assigned = MCPHelper::applyAgentAssignment($ticket, $assignTarget, $agent, true); |
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} |
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|
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$result = (new ResponseService())->createResponse($data, $agent, $ticket, true); |
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|
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if (!$result) { |
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throw new \Exception('reply_failed'); // roll back the reopen and assignment |
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} |
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|
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$result['response']->updateSettingsValue('mcp_request_hash', $requestHash); |
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}); |
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} catch (\Throwable $e) { |
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return MCPHelper::error('failed', __('Failed to create response', 'fluent-support'), ['retryable' => true]); |
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} |
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|
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// Reply, reopen and assignment committed. Now fire their side effects, |
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// in the order the ticket view produces them: reopened, assigned, replied, closed. |
| 222 |
if ($reopen) { |
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(new TicketService())->fireReopenHooks($ticket, $agent); |
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} |
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|
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if ($assigned) { |
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$ticket->load('agent'); |
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MCPHelper::fireAgentAssignmentSideEffects($ticket, $agent, $previousAgentId); |
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} |
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|
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(new ResponseService())->fireResponseHooks($result['response'], $result['ticket'], $agent, $result['closed']); |
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|
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$ticketStatus = $result['ticket']->status; |
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|
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$isClosed = $ticketStatus === 'closed'; |
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|
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if (!$assigned) { |
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$summary = $isClosed |
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/* translators: %d is the ticket ID */ |
| 240 |
? sprintf(__('Reply sent and ticket #%d closed', 'fluent-support'), $ticketId) |
| 241 |
/* translators: %d is the ticket ID */ |
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: sprintf(__('Reply added to ticket #%d', 'fluent-support'), $ticketId); |
| 243 |
} elseif ((int) $assignTarget->id === (int) $agent->id) { |
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$summary = $isClosed |
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/* translators: %d is the ticket ID */ |
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? sprintf(__('Reply sent, ticket #%d closed and assigned to you', 'fluent-support'), $ticketId) |
| 247 |
/* translators: %d is the ticket ID */ |
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: sprintf(__('Reply added to ticket #%d and assigned to you', 'fluent-support'), $ticketId); |
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} else { |
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$assigneeName = MCPHelper::personName($assignTarget); |
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$summary = $isClosed |
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/* translators: %1$d is the ticket ID, %2$s is the assigned agent's name */ |
| 253 |
? sprintf(__('Reply sent, ticket #%1$d closed and assigned to %2$s', 'fluent-support'), $ticketId, $assigneeName) |
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/* translators: %1$d is the ticket ID, %2$s is the assigned agent's name */ |
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: sprintf(__('Reply added to ticket #%1$d and assigned to %2$s', 'fluent-support'), $ticketId, $assigneeName); |
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} |
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|
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if ($reopen) { |
| 259 |
/* translators: %d is the ticket ID */ |
| 260 |
$summary = sprintf(__('Ticket #%d was closed and has been reopened.', 'fluent-support'), $ticketId) . ' ' . $summary; |
| 261 |
} |
| 262 |
|
| 263 |
$payload = [ |
| 264 |
'response' => [ |
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'id' => $result['response']->id, |
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'content' => MCPHelper::htmlToMarkdown($result['response']->content), |
| 267 |
'type' => $result['response']->conversation_type, |
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'created_at' => MCPHelper::toIso8601($result['response']->created_at), |
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], |
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'ticket_status' => $ticketStatus, |
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'reopened' => $reopen, |
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]; |
| 273 |
|
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if (!empty($params['informational'])) { |
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$payload['informational'] = true; |
| 276 |
} |
| 277 |
|
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if ($attachments) { |
| 279 |
$payload['response']['attachments'] = self::attachmentTitles($result['response']); |
| 280 |
} |
| 281 |
|
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if ($assigned) { |
| 283 |
$payload['assigned_to'] = [ |
| 284 |
'id' => (int) $assignTarget->id, |
| 285 |
'name' => MCPHelper::personName($assignTarget), |
| 286 |
]; |
| 287 |
} |
| 288 |
|
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return MCPHelper::envelope($summary, $payload); |
| 290 |
} |
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|
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/** |
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* Save an unsent reply for a human to review and approve in the ticket view. |
| 294 |
* Nothing reaches the customer, and status and assignee don't change. |
| 295 |
*/ |
| 296 |
private static function saveDraftReply(Ticket $ticket, $agent, $content, $params, $draftOnly, $requestHash, $attachments = []) |
| 297 |
{ |
| 298 |
$conflicts = array_values(array_filter(['close_ticket', 'assignee_id'], function ($field) use ($params) { |
| 299 |
return !empty($params[$field]); |
| 300 |
})); |
| 301 |
|
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if ($conflicts) { |
| 303 |
return MCPHelper::error( |
| 304 |
'invalid_param', |
| 305 |
$draftOnly |
| 306 |
? __('You can only save draft replies, which cannot close or assign the ticket', 'fluent-support') |
| 307 |
: __('A draft reply cannot close or assign the ticket', 'fluent-support'), |
| 308 |
['fields' => $conflicts, 'next_step' => 'Remove close_ticket and assignee_id, or send the reply without draft'] |
| 309 |
); |
| 310 |
} |
| 311 |
|
| 312 |
$draft = [ |
| 313 |
'content' => $content, |
| 314 |
'conversation_type' => 'draft_response', |
| 315 |
'source' => 'mcp', |
| 316 |
]; |
| 317 |
|
| 318 |
if ($attachments) { |
| 319 |
$draft['attachments'] = $attachments; |
| 320 |
} |
| 321 |
|
| 322 |
$result = (new ResponseService())->createResponse($draft, $agent, $ticket); |
| 323 |
|
| 324 |
if (!$result) { |
| 325 |
return MCPHelper::error('failed', __('Failed to save draft reply', 'fluent-support'), ['retryable' => true]); |
| 326 |
} |
| 327 |
|
| 328 |
$result['response']->updateSettingsValue('mcp_request_hash', $requestHash); |
| 329 |
|
| 330 |
return MCPHelper::envelope( |
| 331 |
$draftOnly |
| 332 |
/* translators: %d is the ticket ID */ |
| 333 |
? sprintf(__('Draft reply saved on ticket #%d. You only have the Draft Reply permission, so your replies are saved as drafts until another agent approves them.', 'fluent-support'), $ticket->id) |
| 334 |
/* translators: %d is the ticket ID */ |
| 335 |
: sprintf(__('Draft reply saved on ticket #%d. It is not sent until an agent approves it.', 'fluent-support'), $ticket->id), |
| 336 |
[ |
| 337 |
'response' => [ |
| 338 |
'id' => $result['response']->id, |
| 339 |
'content' => MCPHelper::htmlToMarkdown($result['response']->content), |
| 340 |
'type' => 'draft_response', |
| 341 |
'created_at' => MCPHelper::toIso8601($result['response']->created_at), |
| 342 |
], |
| 343 |
'ticket_status' => $ticket->status, |
| 344 |
'draft' => true, |
| 345 |
'draft_forced' => $draftOnly, |
| 346 |
] |
| 347 |
); |
| 348 |
} |
| 349 |
|
| 350 |
/** |
| 351 |
* @param \FluentSupport\App\Models\Conversation $response |
| 352 |
* @return array<int, array{id:int, title:string}> |
| 353 |
*/ |
| 354 |
private static function attachmentTitles($response) |
| 355 |
{ |
| 356 |
$response->load('attachments'); |
| 357 |
|
| 358 |
return $response->attachments->map(function ($attachment) { |
| 359 |
return ['id' => (int) $attachment->id, 'title' => (string) $attachment->title]; |
| 360 |
})->values()->toArray(); |
| 361 |
} |
| 362 |
|
| 363 |
/** |
| 364 |
* Who a note mentions, and whether they get notified: mentions only notify when |
| 365 |
* internal notifications are on, which the agent can't see otherwise. Null when |
| 366 |
* the note mentions nobody. |
| 367 |
* |
| 368 |
* @param string $content Note HTML. |
| 369 |
* @return array|null |
| 370 |
*/ |
| 371 |
private static function mentionReport($content) |
| 372 |
{ |
| 373 |
$ids = (new \FluentSupport\App\Services\Notifications\MentionParser())->extractMentionIds($content); |
| 374 |
if (!$ids) { |
| 375 |
return null; |
| 376 |
} |
| 377 |
|
| 378 |
$agents = \FluentSupport\App\Models\Agent::whereIn('id', $ids)->get(['id', 'first_name', 'last_name'])->keyBy('id'); |
| 379 |
$settings = new \FluentSupport\App\Services\Notifications\NotificationSettings(); |
| 380 |
$notifies = $settings->isEnabled() |
| 381 |
&& $settings->isEventEnabled(\FluentSupport\App\Services\Notifications\NotificationEventMap::AGENT_MENTIONED); |
| 382 |
|
| 383 |
return [ |
| 384 |
'agents' => array_map(function ($id) use ($agents) { |
| 385 |
$agent = $agents->get($id); |
| 386 |
return ['agent_id' => (int) $id, 'name' => $agent ? MCPHelper::personName($agent) : null, 'found' => (bool) $agent]; |
| 387 |
}, $ids), |
| 388 |
'notified' => $notifies, |
| 389 |
'note' => $notifies |
| 390 |
? 'Mentioned agents who can see this ticket get an in-app notification.' |
| 391 |
: 'Internal notifications are turned off on this site, so nobody is notified. Assign the ticket or ask a person to tell them.', |
| 392 |
]; |
| 393 |
} |
| 394 |
|
| 395 |
private static function requestHash(Ticket $ticket, $content, $params, $isDraft) |
| 396 |
{ |
| 397 |
return md5(wp_json_encode([ |
| 398 |
(int) $ticket->id, |
| 399 |
$content, |
| 400 |
!empty($params['close_ticket']), |
| 401 |
(bool) $isDraft, |
| 402 |
(int) ($params['assignee_id'] ?? 0), |
| 403 |
!empty($params['informational']), |
| 404 |
AttachmentStager::fingerprint($params['attachments'] ?? null), |
| 405 |
])); |
| 406 |
} |
| 407 |
|
| 408 |
/** |
| 409 |
* A reply this agent made through MCP on this ticket within DUPLICATE_WINDOW |
| 410 |
* from the same request, or null. |
| 411 |
* |
| 412 |
* @return Conversation|null |
| 413 |
*/ |
| 414 |
private static function findDuplicateReply(Ticket $ticket, $agent, $requestHash) |
| 415 |
{ |
| 416 |
$model = new Conversation(); |
| 417 |
$since = $model->freshTimestamp()->modify('-' . self::DUPLICATE_WINDOW . ' seconds'); |
| 418 |
|
| 419 |
$recent = Conversation::where('ticket_id', $ticket->id) |
| 420 |
->where('person_id', $agent->id) |
| 421 |
->where('source', 'mcp') |
| 422 |
->whereIn('conversation_type', ['response', 'draft_response']) |
| 423 |
->where('created_at', '>=', $model->fromDateTime($since)) |
| 424 |
->orderBy('id', 'desc') |
| 425 |
->limit(5) |
| 426 |
->get(); |
| 427 |
|
| 428 |
foreach ($recent as $conversation) { |
| 429 |
if ($conversation->getSettingsValue('mcp_request_hash') === $requestHash) { |
| 430 |
return $conversation; |
| 431 |
} |
| 432 |
} |
| 433 |
|
| 434 |
return null; |
| 435 |
} |
| 436 |
|
| 437 |
/** Rows update-response and delete-response may touch: drafts and notes, never sent replies. */ |
| 438 |
const EDITABLE_TYPES = ['draft_response', 'note', 'internal_info']; |
| 439 |
|
| 440 |
public static function updateResponse($params) |
| 441 |
{ |
| 442 |
$found = self::findOwnConversation($params, 'response_id', self::EDITABLE_TYPES, __('Draft or note', 'fluent-support'), [__CLASS__, 'scopeEditable']); |
| 443 |
if (is_wp_error($found)) { |
| 444 |
return $found; |
| 445 |
} |
| 446 |
[$ticket, $row] = $found; |
| 447 |
|
| 448 |
$format = $params['content_format'] ?? 'markdown'; |
| 449 |
$content = wp_kses_post(MCPHelper::processContent($params['content'] ?? '', $format)); |
| 450 |
if (!$content) { |
| 451 |
return MCPHelper::error('invalid_param', __('content is required', 'fluent-support'), ['fields' => ['content']]); |
| 452 |
} |
| 453 |
|
| 454 |
$row->content = self::parseSmartcodes($content, $ticket); |
| 455 |
$row->save(); |
| 456 |
|
| 457 |
$summary = $row->conversation_type === 'draft_response' |
| 458 |
/* translators: %d is the ticket ID */ |
| 459 |
? sprintf(__('Draft reply updated on ticket #%d. It is still not sent.', 'fluent-support'), $ticket->id) |
| 460 |
/* translators: %d is the ticket ID */ |
| 461 |
: sprintf(__('Internal note updated on ticket #%d.', 'fluent-support'), $ticket->id); |
| 462 |
|
| 463 |
return MCPHelper::envelope($summary, ['response' => [ |
| 464 |
'id' => $row->id, |
| 465 |
'content' => MCPHelper::htmlToMarkdown($row->content), |
| 466 |
'type' => $row->conversation_type, |
| 467 |
'created_at' => MCPHelper::toIso8601($row->created_at), |
| 468 |
]]); |
| 469 |
} |
| 470 |
|
| 471 |
public static function deleteResponse($params) |
| 472 |
{ |
| 473 |
$found = self::findOwnConversation($params, 'response_id', self::EDITABLE_TYPES, __('Draft or note', 'fluent-support'), [__CLASS__, 'scopeEditable']); |
| 474 |
if (is_wp_error($found)) { |
| 475 |
return $found; |
| 476 |
} |
| 477 |
[$ticket, $row] = $found; |
| 478 |
|
| 479 |
// Like the admin, deleting a note needs the delete permission. An author may |
| 480 |
// always discard their own unsent draft. |
| 481 |
if ($row->conversation_type !== 'draft_response' && !PermissionManager::currentUserCan('fst_delete_tickets')) { |
| 482 |
return MCPHelper::error('forbidden', __('Deleting a note needs the "Delete Tickets & Individual Responses" permission.', 'fluent-support')); |
| 483 |
} |
| 484 |
|
| 485 |
$deleted = ['id' => $row->id, 'type' => $row->conversation_type]; |
| 486 |
$row->delete(); |
| 487 |
$row->ccinfo()->delete(); |
| 488 |
|
| 489 |
return MCPHelper::envelope( |
| 490 |
/* translators: %d is the ticket ID */ |
| 491 |
sprintf(__('Deleted from ticket #%d.', 'fluent-support'), $ticket->id), |
| 492 |
['deleted' => $deleted] |
| 493 |
); |
| 494 |
} |
| 495 |
|
| 496 |
/** |
| 497 |
* Fill {{customer.*}} / {{agent.*}} placeholders, as createResponse() does for new |
| 498 |
* replies, so edited text doesn't reach the customer with literal braces. |
| 499 |
*/ |
| 500 |
private static function parseSmartcodes($content, Ticket $ticket) |
| 501 |
{ |
| 502 |
$content = apply_filters('fluent_support/parse_smartcode_data', $content, [ |
| 503 |
'customer' => $ticket->customer, |
| 504 |
'agent' => MCPHelper::resolveAgent(), |
| 505 |
]); |
| 506 |
|
| 507 |
return wp_kses_post($content); |
| 508 |
} |
| 509 |
|
| 510 |
/** |
| 511 |
* Notes are 'note'. Older versions of add-internal-note wrote 'internal_info', |
| 512 |
* which system lines ("Ticket has been closed") also use, so only MCP-made |
| 513 |
* rows of that type count. |
| 514 |
*/ |
| 515 |
public static function scopeEditable($query) |
| 516 |
{ |
| 517 |
$query->where(function ($q) { |
| 518 |
$q->whereIn('conversation_type', ['draft_response', 'note']) |
| 519 |
->orWhere(function ($q) { |
| 520 |
$q->where('conversation_type', 'internal_info')->where('source', 'mcp'); |
| 521 |
}); |
| 522 |
}); |
| 523 |
} |
| 524 |
|
| 525 |
/** |
| 526 |
* Send a draft to the customer. Anyone with "Approve Draft Reply" may publish |
| 527 |
* any draft; an agent who can manage tickets may publish their own. Draft-only |
| 528 |
* agents never can: their drafts exist to be reviewed by someone else. |
| 529 |
*/ |
| 530 |
public static function publishDraftReply($params) |
| 531 |
{ |
| 532 |
$agent = MCPHelper::resolveAgent(); |
| 533 |
$canApprove = PermissionManager::currentUserCan('fst_approve_draft_reply'); |
| 534 |
$canManage = PermissionManager::userCan(AbilityGuard::MANAGE_TICKET_CAPS); |
| 535 |
|
| 536 |
$found = self::findOwnConversation( |
| 537 |
$params, |
| 538 |
'response_id', |
| 539 |
['draft_response'], |
| 540 |
__('Draft reply', 'fluent-support'), |
| 541 |
null, |
| 542 |
$canApprove // an approver may publish anyone's draft |
| 543 |
); |
| 544 |
if (is_wp_error($found)) { |
| 545 |
return $found; |
| 546 |
} |
| 547 |
[$ticket, $draft] = $found; |
| 548 |
|
| 549 |
if (!$canApprove && !($canManage && $agent && (int) $draft->person_id === (int) $agent->id)) { |
| 550 |
return MCPHelper::error('forbidden', __('You can only save drafts. An agent with the "Approve Draft Reply" permission must publish this one.', 'fluent-support')); |
| 551 |
} |
| 552 |
|
| 553 |
$content = $draft->content; |
| 554 |
if (!empty($params['content'])) { |
| 555 |
$content = self::parseSmartcodes(wp_kses_post(MCPHelper::processContent($params['content'], $params['content_format'] ?? 'markdown')), $ticket); |
| 556 |
} |
| 557 |
|
| 558 |
$published = (new ResponseService())->publishDraft($ticket, $draft, $agent, $content); |
| 559 |
|
| 560 |
return MCPHelper::envelope( |
| 561 |
/* translators: %d is the ticket ID */ |
| 562 |
sprintf(__('Draft reply published on ticket #%d and sent to the customer.', 'fluent-support'), $ticket->id), |
| 563 |
[ |
| 564 |
'response' => [ |
| 565 |
'id' => $published->id, |
| 566 |
'content' => MCPHelper::htmlToMarkdown($published->content), |
| 567 |
'type' => $published->conversation_type, |
| 568 |
'created_at' => MCPHelper::toIso8601($published->created_at), |
| 569 |
], |
| 570 |
'ticket_status' => $ticket->status, |
| 571 |
] |
| 572 |
); |
| 573 |
} |
| 574 |
|
| 575 |
/** |
| 576 |
* Row gate for editing or deleting a conversation: it must be on a ticket the |
| 577 |
* agent can access, of an allowed type, and written by this agent. Anyone else's |
| 578 |
* draft or note is off limits here, whatever the agent's other permissions. |
| 579 |
* |
| 580 |
* @return array|\WP_Error [Ticket, Conversation] |
| 581 |
*/ |
| 582 |
private static function findOwnConversation($params, $idField, array $types, $label, $scope = null, $anyAuthor = false) |
| 583 |
{ |
| 584 |
$agent = MCPHelper::resolveAgent(); |
| 585 |
if (!$agent) { |
| 586 |
return MCPHelper::error('unauthorized', __('No agent found for current user', 'fluent-support')); |
| 587 |
} |
| 588 |
|
| 589 |
$ticketId = (int) ($params['ticket_id'] ?? 0); |
| 590 |
$rowId = (int) ($params[$idField] ?? 0); |
| 591 |
if (!$ticketId || !$rowId) { |
| 592 |
/* translators: %s is a parameter name */ |
| 593 |
return MCPHelper::error('invalid_param', sprintf(__('ticket_id and %s are required', 'fluent-support'), $idField), ['fields' => ['ticket_id', $idField]]); |
| 594 |
} |
| 595 |
|
| 596 |
$ticket = Ticket::find($ticketId); |
| 597 |
if (!$ticket) { |
| 598 |
return MCPHelper::error('not_found', __('Ticket not found', 'fluent-support'), ['next_step' => 'Use list-tickets to find valid ticket IDs']); |
| 599 |
} |
| 600 |
|
| 601 |
if ($err = TicketAccessGuard::assert($ticket)) { |
| 602 |
return $err; |
| 603 |
} |
| 604 |
|
| 605 |
$query = Conversation::where('id', $rowId) |
| 606 |
->where('ticket_id', $ticket->id) |
| 607 |
->whereIn('conversation_type', $types); |
| 608 |
if ($scope) { |
| 609 |
$scope($query); |
| 610 |
} |
| 611 |
$row = $query->first(); |
| 612 |
|
| 613 |
if (!$row && Conversation::where('id', $rowId)->where('ticket_id', $ticket->id)->where('conversation_type', 'response')->exists()) { |
| 614 |
return MCPHelper::error( |
| 615 |
'not_editable', |
| 616 |
__('This is a sent reply. The customer already has it, so it cannot be changed or deleted here.', 'fluent-support'), |
| 617 |
['fields' => [$idField], 'retryable' => false] |
| 618 |
); |
| 619 |
} |
| 620 |
|
| 621 |
if (!$row) { |
| 622 |
return MCPHelper::error( |
| 623 |
'not_found', |
| 624 |
/* translators: %s is "Draft reply" or "Internal note" */ |
| 625 |
sprintf(__('%s not found on this ticket', 'fluent-support'), $label), |
| 626 |
['fields' => [$idField], 'next_step' => 'Use get-ticket to find it: your drafts are type draft_response and your notes type note. Sent replies and internal_info activity lines cannot be changed.'] |
| 627 |
); |
| 628 |
} |
| 629 |
|
| 630 |
if (!$anyAuthor && (int) $row->person_id !== (int) $agent->id) { |
| 631 |
return MCPHelper::error('forbidden', __('This was written by another agent. Only its author can change or delete it.', 'fluent-support')); |
| 632 |
} |
| 633 |
|
| 634 |
return [$ticket, $row]; |
| 635 |
} |
| 636 |
|
| 637 |
public static function addInternalNote($params) |
| 638 |
{ |
| 639 |
$agent = MCPHelper::resolveAgent(); |
| 640 |
if (!$agent) { |
| 641 |
return MCPHelper::error('unauthorized', __('No agent found for current user', 'fluent-support')); |
| 642 |
} |
| 643 |
|
| 644 |
$ticketId = (int) ($params['ticket_id'] ?? 0); |
| 645 |
if (!$ticketId) { |
| 646 |
return MCPHelper::error('invalid_param', __('ticket_id is required', 'fluent-support'), ['fields' => ['ticket_id']]); |
| 647 |
} |
| 648 |
|
| 649 |
$format = $params['content_format'] ?? 'markdown'; |
| 650 |
$content = wp_kses_post(MCPHelper::processContent($params['content'] ?? '', $format)); |
| 651 |
if (!$content) { |
| 652 |
return MCPHelper::error('invalid_param', __('content is required', 'fluent-support'), ['fields' => ['content']]); |
| 653 |
} |
| 654 |
|
| 655 |
$ticket = Ticket::find($ticketId); |
| 656 |
if (!$ticket) { |
| 657 |
return MCPHelper::error('not_found', __('Ticket not found', 'fluent-support'), ['next_step' => 'Use list-tickets to find valid ticket IDs']); |
| 658 |
} |
| 659 |
|
| 660 |
if ($err = TicketAccessGuard::assert($ticket)) { |
| 661 |
return $err; |
| 662 |
} |
| 663 |
|
| 664 |
// 'note', as the ticket view writes it: it renders as an agent note and fires |
| 665 |
// note_added_by_agent, which notifies @mentioned agents and logs the activity. |
| 666 |
$attachments = AttachmentStager::stage($params['attachments'] ?? null, $ticket, $agent); |
| 667 |
if (is_wp_error($attachments)) { |
| 668 |
return $attachments; |
| 669 |
} |
| 670 |
|
| 671 |
$data = [ |
| 672 |
'content' => $content, |
| 673 |
'conversation_type' => 'note', |
| 674 |
'source' => 'mcp', |
| 675 |
]; |
| 676 |
|
| 677 |
if ($attachments) { |
| 678 |
$data['attachments'] = $attachments; |
| 679 |
} |
| 680 |
|
| 681 |
$result = (new ResponseService())->createResponse($data, $agent, $ticket, true); |
| 682 |
|
| 683 |
if (!$result) { |
| 684 |
return MCPHelper::error('failed', __('Failed to create internal note', 'fluent-support'), ['retryable' => true]); |
| 685 |
} |
| 686 |
|
| 687 |
(new ResponseService())->fireResponseHooks($result['response'], $result['ticket'], $agent, false); |
| 688 |
|
| 689 |
return MCPHelper::envelope( |
| 690 |
"Internal note added to ticket #{$ticketId}", |
| 691 |
['note' => array_filter([ |
| 692 |
'id' => $result['response']->id, |
| 693 |
'content' => MCPHelper::htmlToMarkdown($result['response']->content), |
| 694 |
'created_at' => MCPHelper::toIso8601($result['response']->created_at), |
| 695 |
'attachments' => $attachments ? self::attachmentTitles($result['response']) : null, |
| 696 |
'mentions' => self::mentionReport($content), |
| 697 |
], function ($value) { return $value !== null; })] |
| 698 |
); |
| 699 |
} |
| 700 |
} |
| 701 |
|
