| 1 |
<?php |
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|
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namespace FluentSupport\App\Modules\MCP\Tools; |
| 4 |
|
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use FluentSupport\App\Models\Activity; |
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use FluentSupport\App\Models\Conversation; |
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use FluentSupport\App\Models\Customer; |
| 8 |
use FluentSupport\App\Models\Person; |
| 9 |
use FluentSupport\App\Models\Ticket; |
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use FluentSupport\App\Modules\MCP\Helpers\MCPHelper; |
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use FluentSupport\App\Modules\MCP\Support\CustomerMetaEnricher; |
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use FluentSupport\App\Modules\MCP\Support\TicketAccessGuard; |
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use FluentSupport\App\Modules\PermissionManager; |
| 14 |
use FluentSupport\App\Services\Helper; |
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use FluentSupport\App\Services\MailerInbox\MailBoxService; |
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use FluentSupport\App\Services\ProfileInfoService; |
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use FluentSupport\App\Services\Tickets\AgentTicketAccess; |
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use FluentSupport\App\Services\Tickets\ResponseService; |
| 19 |
use FluentSupport\App\Services\Tickets\TicketService; |
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|
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class TicketTools |
| 22 |
{ |
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const MAX_RESPONSES = 50; |
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|
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public static function listTickets($params) |
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{ |
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$agent = MCPHelper::resolveAgent(); |
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if (!$agent) { |
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return MCPHelper::error('unauthorized', __('No agent found for current user', 'fluent-support')); |
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} |
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|
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$query = Ticket::with([ |
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'customer' => function ($q) { |
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$q->select(['id', 'first_name', 'last_name', 'email']); |
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}, |
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'agent' => function ($q) { |
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$q->select(['id', 'first_name', 'last_name', 'email']); |
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}, |
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'product', |
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'tags', |
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]); |
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|
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$filterError = self::applyFilters($query, $params); |
| 44 |
if (is_wp_error($filterError)) { |
| 45 |
return $filterError; |
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} |
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|
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do_action_ref_array('fluent_support/tickets_query_by_permission_ref', [&$query]); |
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|
| 50 |
(new AgentTicketAccess())->applyMailboxRestrictionScope($query); |
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|
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// Sort columns that keyset pagination supports. waiting_since, updated_at and |
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// response_count have composite (col,id) indexes (TicketsMigrator); the |
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// low-cardinality columns make do with their single-column index. |
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$allowedSortColumns = ['id', 'created_at', 'updated_at', 'waiting_since', 'status', 'priority', 'client_priority', 'response_count']; |
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$sortBy = sanitize_text_field($params['sort_by'] ?? 'id'); |
| 57 |
if (!in_array($sortBy, $allowedSortColumns, true)) { |
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$sortBy = 'id'; |
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} |
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$sortType = Helper::sanitizeOrderValue($params['sort_type'] ?? $params['order'] ?? 'DESC'); |
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|
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['page' => $page, 'per_page' => $perPage] = MCPHelper::pagination($params); |
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|
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// The id tiebreaker follows the sort direction so the order is total, |
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// which the keyset cursor needs to resume correctly. |
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$query->orderBy($sortBy, $sortType)->orderBy('id', $sortType); |
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|
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$cursor = sanitize_text_field($params['cursor'] ?? ''); |
| 69 |
if ($cursor !== '') { |
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$decoded = self::decodeListCursor($cursor); |
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if (!$decoded || $decoded['sort_by'] !== $sortBy || $decoded['sort_type'] !== $sortType) { |
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return MCPHelper::error('invalid_param', __('Invalid or expired cursor, or it was generated with a different sort_by/sort_type than this request', 'fluent-support'), ['fields' => ['cursor'], 'next_step' => 'Use the same sort_by/sort_type as the call that produced this cursor, or omit cursor to start a fresh sweep']); |
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} |
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|
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self::applyCursorWhere($query, $sortBy, $sortType, $decoded); |
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} |
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|
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// Keyset mode: fetch one extra row to detect has_more without a COUNT. |
| 79 |
if ($cursor !== '') { |
| 80 |
$rows = $query->limit($perPage + 1)->get(); |
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$hasMore = $rows->count() > $perPage; |
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$rows = $rows->slice(0, $perPage)->values(); |
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$nextCursor = $hasMore && $rows->isNotEmpty() |
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? self::encodeListCursor($rows->last(), $sortBy, $sortType) |
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: null; |
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|
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$summary = sprintf(_n('Found %d ticket', 'Found %d tickets', $rows->count(), 'fluent-support'), $rows->count()); |
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|
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$customerMeta = CustomerMetaEnricher::resolve($rows, [ |
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'surface' => 'ticket_list', |
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'agent_id' => $agent->id, |
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]); |
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|
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return MCPHelper::envelope($summary, ['tickets' => MCPHelper::formatTicketList($rows, $customerMeta)], [ |
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'paging' => [ |
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'per_page' => $perPage, |
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'has_more' => $hasMore, |
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'next_cursor' => $nextCursor, |
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], |
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]); |
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} |
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|
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$paginated = $query->paginate($perPage, ['*'], 'page', $page); |
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|
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$total = $paginated->total(); |
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$summary = sprintf( |
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/* translators: %1$d is the number of tickets found, %2$d is the current page, %3$d is the last page */ |
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_n('Found %1$d ticket (page %2$d of %3$d)', 'Found %1$d tickets (page %2$d of %3$d)', $total, 'fluent-support'), |
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$total, |
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$paginated->currentPage(), |
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$paginated->lastPage() |
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); |
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|
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$items = $paginated->items(); |
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|
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$customerMeta = CustomerMetaEnricher::resolve($items, [ |
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'surface' => 'ticket_list', |
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'agent_id' => $agent->id, |
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]); |
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|
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$meta = MCPHelper::pagingMeta($paginated); |
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// Lets a sweep switch from page/offset to keyset pagination. |
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$meta['paging']['next_cursor'] = !empty($items) |
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? self::encodeListCursor(end($items), $sortBy, $sortType) |
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: null; |
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|
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return MCPHelper::envelope($summary, ['tickets' => MCPHelper::formatTicketList($items, $customerMeta)], $meta); |
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} |
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|
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/** |
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* Keyset WHERE for rows strictly after $decoded. MySQL sorts NULLs first in |
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* ASC and last in DESC, and a plain `>`/`<` never matches NULL, so each |
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* branch handles NULLs explicitly to avoid skipping them. |
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*/ |
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private static function applyCursorWhere($query, $sortBy, $sortType, $decoded) |
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{ |
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$id = $decoded['id']; |
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$v = $decoded['v']; |
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|
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if ($sortType === 'ASC') { |
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if ($v === null) { |
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// Still among the leading NULL rows, or past them entirely. |
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$query->where(function ($q) use ($sortBy, $id) { |
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$q->where(function ($q2) use ($sortBy, $id) { |
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$q2->whereNull($sortBy)->where('id', '>', $id); |
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})->orWhereNotNull($sortBy); |
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}); |
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} else { |
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// Past the NULL rows, which sort first in ASC. |
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$query->where(function ($q) use ($sortBy, $v, $id) { |
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$q->where($sortBy, '>', $v) |
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->orWhere(function ($q2) use ($sortBy, $v, $id) { |
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$q2->where($sortBy, '=', $v)->where('id', '>', $id); |
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}); |
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}); |
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} |
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} else { |
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if ($v === null) { |
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// Already among the trailing NULL rows (they sort last in DESC). |
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$query->whereNull($sortBy)->where('id', '<', $id); |
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} else { |
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// NULL rows come after all non-null values. |
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$query->where(function ($q) use ($sortBy, $v, $id) { |
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$q->where($sortBy, '<', $v) |
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->orWhere(function ($q2) use ($sortBy, $v, $id) { |
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$q2->where($sortBy, '=', $v)->where('id', '<', $id); |
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}) |
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->orWhereNull($sortBy); |
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}); |
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} |
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} |
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} |
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|
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/** |
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* Keyset cursor: last row's id and sort value, plus the sort_by/sort_type |
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* it belongs to so it can't be reused against a different column. |
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* Not signed; it only holds values the caller has already seen. |
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*/ |
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private static function encodeListCursor($lastRow, $sortBy, $sortType) |
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{ |
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// Raw value, since date casts would serialize as an object and break the |
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// scalar comparison in applyCursorWhere(). |
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$value = $lastRow->getRawOriginal($sortBy); |
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return base64_encode(wp_json_encode([ |
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'id' => (int) $lastRow->id, |
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'v' => $value, |
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'sort_by' => $sortBy, |
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'sort_type' => $sortType, |
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])); |
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} |
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|
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private static function decodeListCursor($cursor) |
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{ |
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$decoded = json_decode(base64_decode($cursor, true), true); |
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if (!is_array($decoded) || !isset($decoded['id'], $decoded['sort_by'], $decoded['sort_type']) || !array_key_exists('v', $decoded)) { |
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return null; |
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} |
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return $decoded; |
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} |
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|
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private static function applyFilters($query, $params) |
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{ |
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$filters = []; |
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|
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if (!empty($params['status'])) { |
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$filters['status_type'] = $params['status']; |
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} else if (!empty($params['waiting_for_reply']) || !empty($params['waiting_on'])) { |
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// Closed tickets aren't waiting on anyone, so default to open. |
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$filters['status_type'] = 'open'; |
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} |
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if (!empty($params['agent_id'])) { |
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$filters['agent_id'] = (int) $params['agent_id']; |
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} |
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if (!empty($params['product_id'])) { |
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$filters['product_id'] = (int) $params['product_id']; |
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} |
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if (!empty($params['mailbox_id'])) { |
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$filters['mailbox_id'] = (int) $params['mailbox_id']; |
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} |
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if (!empty($params['priority'])) { |
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$filters['priority'] = MCPHelper::normalizePriority($params['priority']); |
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} |
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if (!empty($params['client_priority'])) { |
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$filters['client_priority'] = MCPHelper::normalizePriority($params['client_priority']); |
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} |
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if (!empty($params['tags'])) { |
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$filters['ticket_tags'] = array_map('intval', (array) $params['tags']); |
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} |
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$waitingOn = $params['waiting_on'] ?? ''; |
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if (!empty($params['waiting_for_reply']) || $waitingOn === 'agent') { |
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$filters['waiting_for_reply'] = 'yes'; |
| 232 |
} elseif ($waitingOn === 'customer') { |
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// We replied last: the ticket waits on the customer (as my_queue.awaiting_customer). |
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$query->whereColumn('last_customer_response', '<', 'last_agent_response'); |
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} |
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|
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if (!empty($params['customer_id'])) { |
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$query->where('customer_id', (int) $params['customer_id']); |
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} |
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|
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if (!empty($params['unassigned'])) { |
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$query->whereNull('agent_id'); |
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} |
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|
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if (!empty($params['needs_first_response'])) { |
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$query->where('response_count', 0)->whereNotIn('status', ['closed']); |
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} |
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|
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$query->applyFilters($filters); |
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|
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foreach (['created_after' => '>=', 'created_before' => '<='] as $field => $op) { |
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if (empty($params[$field])) { |
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continue; |
| 254 |
} |
| 255 |
try { |
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$d = new \DateTime(sanitize_text_field($params[$field])); |
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$query->where('created_at', $op, $d->format('Y-m-d H:i:s')); |
| 258 |
} catch (\Exception $e) { |
| 259 |
return MCPHelper::error('invalid_param', sprintf(__("Invalid date format for '%s'", 'fluent-support'), $field), ['fields' => [$field], 'hint' => 'Use YYYY-MM-DD or ISO 8601']); |
| 260 |
} |
| 261 |
} |
| 262 |
|
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if (!empty($params['search'])) { |
| 264 |
$search = sanitize_text_field($params['search']); |
| 265 |
$query->where(function ($q) use ($search) { |
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$q->where('title', 'LIKE', "%{$search}%") |
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->orWhere('content', 'LIKE', "%{$search}%") |
| 268 |
->orWhere('id', '=', is_numeric($search) ? (int) $search : 0) |
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->orWhereHas('customer', function ($cq) use ($search) { |
| 270 |
$cq->where('email', 'LIKE', "%{$search}%") |
| 271 |
->orWhere('first_name', 'LIKE', "%{$search}%") |
| 272 |
->orWhere('last_name', 'LIKE', "%{$search}%"); |
| 273 |
}) |
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->orWhereHas('responses', function ($rq) use ($search) { |
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$rq->where('content', 'LIKE', "%{$search}%"); |
| 276 |
}); |
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}); |
| 278 |
} |
| 279 |
} |
| 280 |
|
| 281 |
public static function getTicket($params) |
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{ |
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$agent = MCPHelper::resolveAgent(); |
| 284 |
if (!$agent) { |
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return MCPHelper::error('unauthorized', __('No agent found for current user', 'fluent-support')); |
| 286 |
} |
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|
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$ticketId = (int) ($params['ticket_id'] ?? 0); |
| 289 |
if (!$ticketId) { |
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return MCPHelper::error('invalid_param', __('ticket_id is required', 'fluent-support'), ['fields' => ['ticket_id']]); |
| 291 |
} |
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|
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$ticket = Ticket::with(['customer', 'agent', 'product', 'mailbox', 'tags'])->find($ticketId); |
| 294 |
|
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if (!$ticket) { |
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return MCPHelper::error('not_found', __('Ticket not found', 'fluent-support'), ['next_step' => 'Use list-tickets to find valid ticket IDs']); |
| 297 |
} |
| 298 |
|
| 299 |
if ($err = TicketAccessGuard::assert($ticket)) { |
| 300 |
return $err; |
| 301 |
} |
| 302 |
|
| 303 |
$maxChars = max(0, (int) ($params['max_chars_per_response'] ?? 0)); |
| 304 |
|
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// Re-sign inline image URLs before formatting (not saved), so the body is |
| 306 |
// converted to Markdown once. |
| 307 |
$ticket->content = Helper::refreshSignedAttachmentUrls($ticket->content, $ticket->id); |
| 308 |
$data = MCPHelper::formatTicketForMCP($ticket); |
| 309 |
$data = array_merge($data, MCPHelper::truncatedContent($data['content'], $maxChars)); |
| 310 |
|
| 311 |
// Attachments of the opening message have no conversation. |
| 312 |
$openingAttachments = \FluentSupport\App\Models\Attachment::where('ticket_id', $ticket->id) |
| 313 |
->whereNull('conversation_id') |
| 314 |
->where('status', 'active') |
| 315 |
->get(); |
| 316 |
if (!$openingAttachments->isEmpty()) { |
| 317 |
$data['attachments'] = MCPHelper::formatAttachments($openingAttachments); |
| 318 |
} |
| 319 |
|
| 320 |
if ($ticket->customer) { |
| 321 |
$customer = $ticket->customer; |
| 322 |
$customerId = $customer->id; |
| 323 |
// Only count and list sibling tickets this agent could open directly. |
| 324 |
$customerTickets = (new AgentTicketAccess()) |
| 325 |
->applyAccessScope(Ticket::where('customer_id', $customerId), $agent); |
| 326 |
|
| 327 |
$data['customer']['total_tickets'] = (clone $customerTickets)->count(); |
| 328 |
$data['customer']['open_tickets'] = (clone $customerTickets) |
| 329 |
->whereNotIn('status', ['closed'])->count(); |
| 330 |
$data['customer']['first_seen'] = MCPHelper::toIso8601($customer->created_at); |
| 331 |
|
| 332 |
$prevTickets = (clone $customerTickets) |
| 333 |
->where('id', '!=', $ticket->id) |
| 334 |
->select(['id', 'title', 'status', 'priority', 'created_at']) |
| 335 |
->orderBy('id', 'DESC') |
| 336 |
->limit(10) |
| 337 |
->get(); |
| 338 |
|
| 339 |
if ($prevTickets->count()) { |
| 340 |
$data['previous_tickets'] = $prevTickets->map(function ($t) { |
| 341 |
return [ |
| 342 |
'id' => $t->id, |
| 343 |
'title' => $t->title, |
| 344 |
'status' => $t->status ?: 'new', |
| 345 |
'priority' => MCPHelper::normalizePriority($t->priority), |
| 346 |
'created_at' => MCPHelper::toIso8601($t->created_at), |
| 347 |
]; |
| 348 |
})->toArray(); |
| 349 |
} |
| 350 |
|
| 351 |
// true/false, or a list of widget keys to keep. |
| 352 |
$withIntegrations = $params['with_integrations'] ?? true; |
| 353 |
$integrationKeys = null; |
| 354 |
if (is_array($withIntegrations)) { |
| 355 |
// Widget keys are compared as given; sanitize_key() would lowercase them. |
| 356 |
$integrationKeys = array_values(array_filter(array_map(function ($key) { |
| 357 |
return is_scalar($key) ? sanitize_text_field((string) $key) : ''; |
| 358 |
}, $withIntegrations))); |
| 359 |
$withIntegrations = (bool) $integrationKeys; |
| 360 |
} |
| 361 |
|
| 362 |
if ($withIntegrations !== false) { |
| 363 |
$extraWidgets = ProfileInfoService::getProfileExtraWidgets($customer, ['format' => 'mcp', 'keys' => $integrationKeys]); |
| 364 |
if ($extraWidgets) { |
| 365 |
// Filter again for integrations that ignore the keys hint. |
| 366 |
$data['integrations'] = MCPHelper::formatExtraWidgets($extraWidgets, $integrationKeys); |
| 367 |
} |
| 368 |
} |
| 369 |
|
| 370 |
$crmData = Helper::getFluentCrmContactData($customer); |
| 371 |
if ($crmData) { |
| 372 |
$data['crm'] = [ |
| 373 |
'name' => $crmData['full_name'] ?? '', |
| 374 |
'status' => $crmData['status'] ?? '', |
| 375 |
'tags' => !empty($crmData['tags']) ? $crmData['tags']->pluck('title')->toArray() : [], |
| 376 |
'lists' => !empty($crmData['lists']) ? $crmData['lists']->pluck('title')->toArray() : [], |
| 377 |
]; |
| 378 |
} |
| 379 |
} |
| 380 |
|
| 381 |
// Email templates are per inbox: say what this ticket's reply email adds |
| 382 |
// around the agent's text, so the reply doesn't repeat it. |
| 383 |
if ($ticket->mailbox) { |
| 384 |
$data['reply_email'] = ManagementTools::describeAgentEmail($ticket->mailbox, 'ticket_replied_by_agent_email_to_customer', $agent); |
| 385 |
} |
| 386 |
|
| 387 |
$customFields = $ticket->customData('admin', true); |
| 388 |
if ($customFields) { |
| 389 |
$data['custom_fields'] = $customFields; |
| 390 |
} |
| 391 |
|
| 392 |
$withResponses = ($params['with_responses'] ?? true) !== false; |
| 393 |
if ($withResponses) { |
| 394 |
$responsePage = max(1, (int) ($params['response_page'] ?? 1)); |
| 395 |
$offset = ($responsePage - 1) * self::MAX_RESPONSES; |
| 396 |
$responseId = (int) ($params['response_id'] ?? 0); |
| 397 |
$sinceResponseId = (int) ($params['since_response_id'] ?? 0); |
| 398 |
|
| 399 |
// Snapshot the newest id first and read up to it, so a reply that lands |
| 400 |
// mid-call is not reported in latest_response_id without being returned. |
| 401 |
$latestId = (int) \FluentSupport\App\Models\Conversation::where('ticket_id', $ticket->id)->max('id'); |
| 402 |
|
| 403 |
$query = \FluentSupport\App\Models\Conversation::where('ticket_id', $ticket->id) |
| 404 |
->where('id', '<=', $latestId) |
| 405 |
->with(['person', 'attachments']); |
| 406 |
|
| 407 |
if ($responseId) { |
| 408 |
$query->where('id', $responseId); |
| 409 |
} elseif ($sinceResponseId) { |
| 410 |
$query->where('id', '>', $sinceResponseId); |
| 411 |
} |
| 412 |
|
| 413 |
// One extra row tells us whether an older page exists. |
| 414 |
$rows = $query->orderBy('id', 'desc') |
| 415 |
->offset($offset) |
| 416 |
->limit(self::MAX_RESPONSES + 1) |
| 417 |
->get(); |
| 418 |
$hasMore = $rows->count() > self::MAX_RESPONSES; |
| 419 |
if ($hasMore) { |
| 420 |
$rows = $rows->slice(0, self::MAX_RESPONSES); |
| 421 |
} |
| 422 |
|
| 423 |
if ($responseId && $rows->isEmpty()) { |
| 424 |
return MCPHelper::error('not_found', __('Response not found on this ticket', 'fluent-support'), ['fields' => ['response_id']]); |
| 425 |
} |
| 426 |
|
| 427 |
// Inline images carry signed URLs that expire; re-sign them. |
| 428 |
$rows = $rows->reverse()->values(); |
| 429 |
$contents = Helper::refreshSignedAttachmentUrlsInContents($rows->pluck('content')->all(), $ticket->id); |
| 430 |
foreach ($rows as $index => $row) { |
| 431 |
$row->content = $contents[$index]; |
| 432 |
} |
| 433 |
|
| 434 |
$data['responses'] = MCPHelper::formatResponseThread($rows, $maxChars); |
| 435 |
$data['responses_meta'] = [ |
| 436 |
'page' => $responsePage, |
| 437 |
'per_page' => self::MAX_RESPONSES, |
| 438 |
'has_more' => $hasMore, |
| 439 |
]; |
| 440 |
|
| 441 |
if ($sinceResponseId) { |
| 442 |
$data['responses_meta']['since_response_id'] = $sinceResponseId; |
| 443 |
} |
| 444 |
|
| 445 |
// Pass this as since_response_id next time to fetch only new messages. |
| 446 |
$data['responses_meta']['latest_response_id'] = max($latestId, $sinceResponseId); |
| 447 |
} |
| 448 |
|
| 449 |
$summary = "Ticket #{$ticket->id}: {$ticket->title} [{$data['status']}, {$data['priority']}]"; |
| 450 |
|
| 451 |
return MCPHelper::envelope($summary, $data); |
| 452 |
} |
| 453 |
|
| 454 |
public static function createTicket($params) |
| 455 |
{ |
| 456 |
$agent = MCPHelper::resolveAgent(); |
| 457 |
if (!$agent) { |
| 458 |
return MCPHelper::error('unauthorized', __('No agent found for current user', 'fluent-support')); |
| 459 |
} |
| 460 |
|
| 461 |
$title = sanitize_text_field($params['title'] ?? ''); |
| 462 |
$format = $params['content_format'] ?? 'markdown'; |
| 463 |
$content = wp_kses_post(MCPHelper::processContent($params['content'] ?? '', $format)); |
| 464 |
|
| 465 |
if (!$title || !$content) { |
| 466 |
return MCPHelper::error('invalid_param', __('title and content are required', 'fluent-support'), ['fields' => ['title', 'content']]); |
| 467 |
} |
| 468 |
|
| 469 |
$email = sanitize_email($params['customer_email'] ?? ''); |
| 470 |
if (!$email || !is_email($email)) { |
| 471 |
return MCPHelper::error('invalid_param', __('A valid customer_email is required', 'fluent-support'), ['fields' => ['customer_email']]); |
| 472 |
} |
| 473 |
|
| 474 |
$customer = Customer::where('email', $email)->first(); |
| 475 |
|
| 476 |
if (!$customer) { |
| 477 |
$customerData = [ |
| 478 |
'email' => $email, |
| 479 |
'first_name' => sanitize_text_field($params['customer_first_name'] ?? ''), |
| 480 |
'last_name' => sanitize_text_field($params['customer_last_name'] ?? ''), |
| 481 |
]; |
| 482 |
|
| 483 |
$wpUser = get_user_by('email', $email); |
| 484 |
if ($wpUser) { |
| 485 |
$customerData['user_id'] = $wpUser->ID; |
| 486 |
if (!$customerData['first_name']) { |
| 487 |
$customerData['first_name'] = $wpUser->first_name ?: $wpUser->display_name; |
| 488 |
} |
| 489 |
if (!$customerData['last_name']) { |
| 490 |
$customerData['last_name'] = $wpUser->last_name; |
| 491 |
} |
| 492 |
} |
| 493 |
|
| 494 |
$customerData = array_filter($customerData); |
| 495 |
$customer = Customer::create($customerData); |
| 496 |
|
| 497 |
if (!$customer || !$customer->exists) { |
| 498 |
return MCPHelper::error('customer_create_failed', __('Could not create a customer record for this email', 'fluent-support')); |
| 499 |
} |
| 500 |
|
| 501 |
do_action('fluent_support/customer_created', $customer); |
| 502 |
} |
| 503 |
|
| 504 |
$ticketData = [ |
| 505 |
'title' => $title, |
| 506 |
'content' => $content, |
| 507 |
'customer_id' => $customer->id, |
| 508 |
'source' => 'mcp', |
| 509 |
'status' => 'new', |
| 510 |
'priority' => 'normal', |
| 511 |
// Logged on the customer's behalf by default, so the customer gets the |
| 512 |
// created-by-agent email. See agent_initiated below for outreach. |
| 513 |
]; |
| 514 |
|
| 515 |
if (!empty($params['priority'])) { |
| 516 |
$ticketData['priority'] = MCPHelper::normalizePriority($params['priority']); |
| 517 |
} |
| 518 |
|
| 519 |
if (!empty($params['product_id'])) { |
| 520 |
$productId = (int) $params['product_id']; |
| 521 |
if (!\FluentSupport\App\Models\Product::find($productId)) { |
| 522 |
return MCPHelper::error('invalid_param', __('The specified product does not exist', 'fluent-support'), ['fields' => ['product_id'], 'next_step' => 'Use get-support-context to see available products and their IDs']); |
| 523 |
} |
| 524 |
$ticketData['product_id'] = $productId; |
| 525 |
} |
| 526 |
|
| 527 |
if (!empty($params['mailbox_id'])) { |
| 528 |
$mailboxId = (int) $params['mailbox_id']; |
| 529 |
if ($err = TicketAccessGuard::assertMailboxWritable($mailboxId)) { |
| 530 |
return $err; |
| 531 |
} |
| 532 |
if (!\FluentSupport\App\Models\MailBox::find($mailboxId)) { |
| 533 |
return MCPHelper::error('invalid_param', __('The specified mailbox does not exist', 'fluent-support'), ['fields' => ['mailbox_id'], 'next_step' => 'Use get-support-context to see available mailboxes and their IDs']); |
| 534 |
} |
| 535 |
$ticketData['mailbox_id'] = $mailboxId; |
| 536 |
} |
| 537 |
|
| 538 |
if (!empty($params['agent_id'])) { |
| 539 |
// Check the assignee's mailbox restriction against the mailbox the |
| 540 |
// ticket will land in, which is the default when none is given. |
| 541 |
$effectiveMailboxId = (int) ($ticketData['mailbox_id'] ?? 0); |
| 542 |
if (!$effectiveMailboxId) { |
| 543 |
$defaultMailbox = Helper::getDefaultMailBox(); |
| 544 |
$effectiveMailboxId = $defaultMailbox ? (int) $defaultMailbox->id : 0; |
| 545 |
} |
| 546 |
|
| 547 |
$probeTicket = null; |
| 548 |
if ($effectiveMailboxId) { |
| 549 |
$probeTicket = new Ticket(); |
| 550 |
$probeTicket->mailbox_id = $effectiveMailboxId; |
| 551 |
} |
| 552 |
|
| 553 |
$agentRecord = MCPHelper::resolveAssignmentTarget($params['agent_id'], $probeTicket, 'agent_id'); |
| 554 |
if (is_wp_error($agentRecord)) { |
| 555 |
return $agentRecord; |
| 556 |
} |
| 557 |
$ticketData['agent_id'] = $agentRecord->id; |
| 558 |
} |
| 559 |
|
| 560 |
// Agent-initiated outreach: no creation emails, and `content` is posted as |
| 561 |
// the agent's opening reply. |
| 562 |
if (filter_var($params['agent_initiated'] ?? false, FILTER_VALIDATE_BOOLEAN)) { |
| 563 |
$ticketData['agent_initiated'] = 'yes'; |
| 564 |
} |
| 565 |
|
| 566 |
$ticket = (new TicketService())->storeTicket($ticketData, $customer); |
| 567 |
$ticket->load(['customer', 'agent', 'product', 'mailbox', 'tags']); |
| 568 |
|
| 569 |
$data = ['ticket' => MCPHelper::formatTicketForMCP($ticket)]; |
| 570 |
|
| 571 |
if ( |
| 572 |
!$ticket->agent_id && |
| 573 |
!PermissionManager::currentUserCan('fst_manage_unassigned_tickets') && |
| 574 |
!PermissionManager::currentUserCan('fst_manage_other_tickets') |
| 575 |
) { |
| 576 |
$data['warning'] = __('Ticket created unassigned. Your permission level does not include access to unassigned tickets, so follow-up actions (reply, close, update) will be denied until the ticket is assigned to you by a manager.', 'fluent-support'); |
| 577 |
} |
| 578 |
|
| 579 |
return MCPHelper::envelope( |
| 580 |
"Ticket #{$ticket->id} created: {$ticket->title}", |
| 581 |
$data |
| 582 |
); |
| 583 |
} |
| 584 |
|
| 585 |
public static function closeTicket($params) |
| 586 |
{ |
| 587 |
$agent = MCPHelper::resolveAgent(); |
| 588 |
if (!$agent) { |
| 589 |
return MCPHelper::error('unauthorized', __('No agent found for current user', 'fluent-support')); |
| 590 |
} |
| 591 |
|
| 592 |
$ticketId = (int) ($params['ticket_id'] ?? 0); |
| 593 |
if (!$ticketId) { |
| 594 |
return MCPHelper::error('invalid_param', __('ticket_id is required', 'fluent-support'), ['fields' => ['ticket_id']]); |
| 595 |
} |
| 596 |
|
| 597 |
$ticket = Ticket::find($ticketId); |
| 598 |
if (!$ticket) { |
| 599 |
return MCPHelper::error('not_found', __('Ticket not found', 'fluent-support'), ['next_step' => 'Use list-tickets to find valid ticket IDs']); |
| 600 |
} |
| 601 |
|
| 602 |
if ($err = TicketAccessGuard::assert($ticket)) { |
| 603 |
return $err; |
| 604 |
} |
| 605 |
|
| 606 |
if ($ticket->status === 'closed') { |
| 607 |
$ticket->load(['customer', 'agent', 'product', 'mailbox', 'tags']); |
| 608 |
return MCPHelper::envelope( |
| 609 |
"Ticket #{$ticket->id} is already closed", |
| 610 |
['ticket' => MCPHelper::formatTicketForMCP($ticket)] |
| 611 |
); |
| 612 |
} |
| 613 |
|
| 614 |
$format = $params['content_format'] ?? 'markdown'; |
| 615 |
$replyContent = wp_kses_post(MCPHelper::processContent($params['reply_content'] ?? '', $format)); |
| 616 |
$internalNote = wp_kses_post(MCPHelper::processContent($params['internal_note'] ?? '', $format)); |
| 617 |
|
| 618 |
// close() takes 'yes'/'no', and only the exact string 'no' notifies. |
| 619 |
$silently = !empty($params['silent']) ? 'yes' : 'no'; |
| 620 |
|
| 621 |
// Atomic, so a failed close doesn't leave the reply on an open ticket. |
| 622 |
(new Ticket())->getConnection()->transaction(function () use ($replyContent, $internalNote, $agent, $ticket, $silently) { |
| 623 |
if ($replyContent) { |
| 624 |
$data = [ |
| 625 |
'content' => $replyContent, |
| 626 |
'conversation_type' => 'response', |
| 627 |
'source' => 'mcp', |
| 628 |
]; |
| 629 |
(new ResponseService())->createResponse($data, $agent, $ticket); |
| 630 |
} |
| 631 |
|
| 632 |
(new TicketService())->close($ticket, $agent, $internalNote, $silently); |
| 633 |
}); |
| 634 |
|
| 635 |
$ticket->load(['customer', 'agent', 'product', 'mailbox', 'tags']); |
| 636 |
|
| 637 |
$summary = $replyContent |
| 638 |
? "Reply sent and ticket #{$ticket->id} closed" |
| 639 |
: "Ticket #{$ticket->id} closed"; |
| 640 |
|
| 641 |
if ($silently === 'yes') { |
| 642 |
$summary .= ' silently (no close notification or automations fired)'; |
| 643 |
} |
| 644 |
|
| 645 |
return MCPHelper::envelope($summary, ['ticket' => MCPHelper::formatTicketForMCP($ticket)]); |
| 646 |
} |
| 647 |
|
| 648 |
public static function updateTicket($params) |
| 649 |
{ |
| 650 |
$agent = MCPHelper::resolveAgent(); |
| 651 |
if (!$agent) { |
| 652 |
return MCPHelper::error('unauthorized', __('No agent found for current user', 'fluent-support')); |
| 653 |
} |
| 654 |
|
| 655 |
$ticketId = (int) ($params['ticket_id'] ?? 0); |
| 656 |
if (!$ticketId) { |
| 657 |
return MCPHelper::error('invalid_param', __('ticket_id is required', 'fluent-support'), ['fields' => ['ticket_id']]); |
| 658 |
} |
| 659 |
|
| 660 |
$ticket = Ticket::find($ticketId); |
| 661 |
if (!$ticket) { |
| 662 |
return MCPHelper::error('not_found', __('Ticket not found', 'fluent-support'), ['next_step' => 'Use list-tickets to find valid ticket IDs']); |
| 663 |
} |
| 664 |
|
| 665 |
if ($err = TicketAccessGuard::assert($ticket)) { |
| 666 |
return $err; |
| 667 |
} |
| 668 |
|
| 669 |
$intFields = ['product_id']; |
| 670 |
$updatable = ['title', 'priority', 'status', 'product_id']; |
| 671 |
$reopen = false; |
| 672 |
$changed = false; |
| 673 |
|
| 674 |
// Validate the target mailbox (if any) up front, before any write, so |
| 675 |
// a bad mailbox_id/agent_id below never leaves a partial change behind. |
| 676 |
$targetMailboxId = null; |
| 677 |
if (isset($params['mailbox_id'])) { |
| 678 |
$targetMailboxId = (int) $params['mailbox_id']; |
| 679 |
|
| 680 |
// Same gate the mailbox switcher and the bulk-move endpoint use. |
| 681 |
// Picking a mailbox at creation stays open to every agent. |
| 682 |
if (!PermissionManager::currentUserCan('fst_manage_settings')) { |
| 683 |
return MCPHelper::error( |
| 684 |
'forbidden', |
| 685 |
__('You do not have permission to move this ticket to another mailbox.', 'fluent-support'), |
| 686 |
['fields' => ['mailbox_id'], 'retryable' => false] |
| 687 |
); |
| 688 |
} |
| 689 |
|
| 690 |
if ($err = TicketAccessGuard::assertMailboxWritable($targetMailboxId)) { |
| 691 |
return $err; |
| 692 |
} |
| 693 |
if (!\FluentSupport\App\Models\MailBox::find($targetMailboxId)) { |
| 694 |
return MCPHelper::error('invalid_param', __('The specified mailbox does not exist', 'fluent-support'), ['fields' => ['mailbox_id'], 'next_step' => 'Use get-support-context to see available mailboxes and their IDs']); |
| 695 |
} |
| 696 |
} |
| 697 |
|
| 698 |
// Resolve the assignee before any write. When this call also moves the |
| 699 |
// mailbox, probe the restriction check against the destination mailbox |
| 700 |
// (not the ticket's current one) — same pattern as createTicket() above. |
| 701 |
$assignTarget = null; |
| 702 |
if (isset($params['agent_id'])) { |
| 703 |
$probeTicket = $ticket; |
| 704 |
if ($targetMailboxId !== null) { |
| 705 |
$probeTicket = clone $ticket; |
| 706 |
$probeTicket->mailbox_id = $targetMailboxId; |
| 707 |
} |
| 708 |
|
| 709 |
$assignTarget = MCPHelper::resolveAssignmentTarget($params['agent_id'], $probeTicket, 'agent_id'); |
| 710 |
if (is_wp_error($assignTarget)) { |
| 711 |
return $assignTarget; |
| 712 |
} |
| 713 |
} |
| 714 |
|
| 715 |
// A ticket must not land in a mailbox its eventual assignee is |
| 716 |
// restricted from — the incoming agent if this call also reassigns, |
| 717 |
// otherwise whoever is assigned now. |
| 718 |
if ($targetMailboxId !== null) { |
| 719 |
$assigneeToCheck = $assignTarget ?: $ticket->agent; |
| 720 |
if ($assigneeToCheck && TicketAccessGuard::assertAssignableAgent($ticket, $assigneeToCheck, $targetMailboxId)) { |
| 721 |
return MCPHelper::error( |
| 722 |
'forbidden', |
| 723 |
__('The assigned agent is restricted from the selected mailbox. Reassign the ticket before moving it.', 'fluent-support'), |
| 724 |
['fields' => ['mailbox_id'], 'next_step' => 'Pass agent_id in the same call to reassign, or assign the ticket to an unrestricted agent first'] |
| 725 |
); |
| 726 |
} |
| 727 |
} |
| 728 |
|
| 729 |
foreach ($updatable as $field) { |
| 730 |
if (!isset($params[$field])) { |
| 731 |
continue; |
| 732 |
} |
| 733 |
|
| 734 |
if ($field === 'product_id') { |
| 735 |
$pid = (int) $params['product_id']; |
| 736 |
if ($pid > 0 && !\FluentSupport\App\Models\Product::find($pid)) { |
| 737 |
return MCPHelper::error('invalid_param', __('The specified product does not exist', 'fluent-support'), ['fields' => ['product_id'], 'next_step' => 'Use get-support-context to see available products and their IDs']); |
| 738 |
} |
| 739 |
$ticket->product_id = $pid ?: null; |
| 740 |
$changed = true; |
| 741 |
continue; |
| 742 |
} |
| 743 |
|
| 744 |
$value = in_array($field, $intFields, true) |
| 745 |
? (int) $params[$field] |
| 746 |
: sanitize_text_field($params[$field]); |
| 747 |
|
| 748 |
if ($field === 'priority') { |
| 749 |
$value = MCPHelper::normalizePriority($value); |
| 750 |
} |
| 751 |
|
| 752 |
if ($field === 'status') { |
| 753 |
$allowedStatuses = ['new', 'active']; |
| 754 |
if (!in_array($value, $allowedStatuses, true)) { |
| 755 |
return MCPHelper::error('invalid_param', sprintf(__("Invalid status '%s'", 'fluent-support'), $value), ['fields' => ['status'], 'allowed' => $allowedStatuses]); |
| 756 |
} |
| 757 |
if ($ticket->status === 'closed') { |
| 758 |
// status=active reopens a closed ticket, as reopen in the ticket view does. |
| 759 |
if ($value !== 'active') { |
| 760 |
return MCPHelper::error( |
| 761 |
'ticket_closed', |
| 762 |
__('This ticket is closed. Pass status=active to reopen it.', 'fluent-support'), |
| 763 |
['fields' => ['status'], 'retryable' => false] |
| 764 |
); |
| 765 |
} |
| 766 |
$reopen = true; |
| 767 |
continue; |
| 768 |
} |
| 769 |
} |
| 770 |
|
| 771 |
$ticket->{$field} = $value; |
| 772 |
$changed = true; |
| 773 |
} |
| 774 |
|
| 775 |
if ($reopen) { |
| 776 |
// Saves the field changes above too, and fires the reopen hooks. |
| 777 |
(new TicketService())->reopen($ticket, $agent); |
| 778 |
} |
| 779 |
|
| 780 |
if ($assignTarget) { |
| 781 |
// Also saves the field changes above. |
| 782 |
MCPHelper::applyAgentAssignment($ticket, $assignTarget, $agent); |
| 783 |
} elseif ($changed) { |
| 784 |
$ticket->save(); |
| 785 |
} |
| 786 |
|
| 787 |
// Move the mailbox last, after the assignment/scalar changes are |
| 788 |
// durable, so MailBoxService::moveTickets()'s own restriction check |
| 789 |
// (which reads the ticket's agent fresh from the DB) sees the final |
| 790 |
// agent rather than the one being replaced in this same call. |
| 791 |
if ($targetMailboxId !== null) { |
| 792 |
$currentMailboxId = (int) $ticket->mailbox_id; |
| 793 |
|
| 794 |
if ($currentMailboxId !== $targetMailboxId) { |
| 795 |
if ($currentMailboxId) { |
| 796 |
// Go through the move service so the move hooks fire, same as every other surface. |
| 797 |
try { |
| 798 |
(new MailBoxService())->moveTickets([ |
| 799 |
'new_box_id' => $targetMailboxId, |
| 800 |
'ticket_ids' => [$ticket->id], |
| 801 |
'move_type' => 'Custom', |
| 802 |
], $currentMailboxId); |
| 803 |
} catch (\Exception $e) { |
| 804 |
return MCPHelper::error('invalid_param', $e->getMessage(), ['fields' => ['mailbox_id']]); |
| 805 |
} |
| 806 |
} else { |
| 807 |
$ticket->mailbox_id = $targetMailboxId; |
| 808 |
$ticket->save(); |
| 809 |
} |
| 810 |
|
| 811 |
// Keep the in-memory ticket in sync with what was just persisted. |
| 812 |
$ticket->mailbox_id = $targetMailboxId; |
| 813 |
} |
| 814 |
} |
| 815 |
|
| 816 |
$ticket->load(['customer', 'agent', 'product', 'mailbox', 'tags']); |
| 817 |
|
| 818 |
return MCPHelper::envelope( |
| 819 |
$reopen ? "Ticket #{$ticket->id} reopened and updated" : "Ticket #{$ticket->id} updated", |
| 820 |
['ticket' => MCPHelper::formatTicketForMCP($ticket)] |
| 821 |
); |
| 822 |
} |
| 823 |
|
| 824 |
public static function deleteTicket($params) |
| 825 |
{ |
| 826 |
$agent = MCPHelper::resolveAgent(); |
| 827 |
if (!$agent) { |
| 828 |
return MCPHelper::error('unauthorized', __('No agent found for current user', 'fluent-support')); |
| 829 |
} |
| 830 |
|
| 831 |
$ticketId = (int) ($params['ticket_id'] ?? 0); |
| 832 |
if (!$ticketId) { |
| 833 |
return MCPHelper::error('invalid_param', __('ticket_id is required', 'fluent-support'), ['fields' => ['ticket_id']]); |
| 834 |
} |
| 835 |
|
| 836 |
$ticket = Ticket::find($ticketId); |
| 837 |
if (!$ticket) { |
| 838 |
return MCPHelper::error('not_found', __('Ticket not found', 'fluent-support'), ['next_step' => 'Use list-tickets to find valid ticket IDs']); |
| 839 |
} |
| 840 |
|
| 841 |
if ($err = TicketAccessGuard::assert($ticket)) { |
| 842 |
return $err; |
| 843 |
} |
| 844 |
|
| 845 |
$ticketTitle = $ticket->title; |
| 846 |
(new TicketService())->deleteTicket($ticket, $agent); |
| 847 |
|
| 848 |
return MCPHelper::envelope( |
| 849 |
"Ticket #{$ticketId} permanently deleted: {$ticketTitle}", |
| 850 |
['deleted_title' => sanitize_text_field($ticketTitle)] |
| 851 |
); |
| 852 |
} |
| 853 |
|
| 854 |
public static function getTicketActivity($params) |
| 855 |
{ |
| 856 |
$agent = MCPHelper::resolveAgent(); |
| 857 |
if (!$agent) { |
| 858 |
return MCPHelper::error('unauthorized', __('No agent found for current user', 'fluent-support')); |
| 859 |
} |
| 860 |
|
| 861 |
$ticketId = (int) ($params['ticket_id'] ?? 0); |
| 862 |
if (!$ticketId) { |
| 863 |
return MCPHelper::error('invalid_param', __('ticket_id is required', 'fluent-support'), ['fields' => ['ticket_id']]); |
| 864 |
} |
| 865 |
|
| 866 |
$ticket = Ticket::find($ticketId); |
| 867 |
if (!$ticket) { |
| 868 |
return MCPHelper::error('not_found', __('Ticket not found', 'fluent-support'), ['next_step' => 'Use list-tickets to find valid ticket IDs']); |
| 869 |
} |
| 870 |
|
| 871 |
if ($err = TicketAccessGuard::assert($ticket)) { |
| 872 |
return $err; |
| 873 |
} |
| 874 |
|
| 875 |
$activities = Activity::where('object_type', 'ticket') |
| 876 |
->where('object_id', $ticketId) |
| 877 |
->with('person') |
| 878 |
->orderBy('created_at', 'desc') |
| 879 |
->limit(50) |
| 880 |
->get(); |
| 881 |
|
| 882 |
$count = $activities->count(); |
| 883 |
|
| 884 |
return MCPHelper::envelope( |
| 885 |
"Found {$count} activity entries for ticket #{$ticketId}", |
| 886 |
[ |
| 887 |
'ticket_id' => $ticketId, |
| 888 |
'activities' => $activities->map(function ($a) { |
| 889 |
return [ |
| 890 |
'id' => $a->id, |
| 891 |
'event' => $a->event_type, |
| 892 |
'description' => MCPHelper::htmlToText($a->description), |
| 893 |
'person' => MCPHelper::personName($a->person), |
| 894 |
'person_type' => $a->person_type, |
| 895 |
'created_at' => MCPHelper::toIso8601($a->created_at), |
| 896 |
]; |
| 897 |
})->toArray(), |
| 898 |
], |
| 899 |
['total' => $count] |
| 900 |
); |
| 901 |
} |
| 902 |
|
| 903 |
public static function mergeTickets($params) |
| 904 |
{ |
| 905 |
$agent = MCPHelper::resolveAgent(); |
| 906 |
if (!$agent) { |
| 907 |
return MCPHelper::error('unauthorized', __('No agent found for current user', 'fluent-support')); |
| 908 |
} |
| 909 |
|
| 910 |
if (!class_exists('\FluentSupportPro\App\Services\ProTicketService')) { |
| 911 |
return MCPHelper::error('not_available', __('Merge tickets requires Fluent Support Pro', 'fluent-support')); |
| 912 |
} |
| 913 |
|
| 914 |
$targetId = (int) ($params['target_ticket_id'] ?? 0); |
| 915 |
$mergeIds = array_map('intval', (array) ($params['merge_ticket_ids'] ?? [])); |
| 916 |
|
| 917 |
if (!$targetId || empty($mergeIds)) { |
| 918 |
return MCPHelper::error('invalid_param', __('target_ticket_id and merge_ticket_ids are required', 'fluent-support'), ['fields' => ['target_ticket_id', 'merge_ticket_ids']]); |
| 919 |
} |
| 920 |
|
| 921 |
$mergeIds = array_values(array_unique($mergeIds)); |
| 922 |
|
| 923 |
if (in_array($targetId, $mergeIds, true)) { |
| 924 |
return MCPHelper::error( |
| 925 |
'invalid_param', |
| 926 |
__('target_ticket_id must not also appear in merge_ticket_ids', 'fluent-support'), |
| 927 |
['fields' => ['target_ticket_id', 'merge_ticket_ids']] |
| 928 |
); |
| 929 |
} |
| 930 |
|
| 931 |
$target = Ticket::find($targetId); |
| 932 |
if (!$target) { |
| 933 |
return MCPHelper::error('not_found', __('Target ticket not found', 'fluent-support'), ['fields' => ['target_ticket_id'], 'next_step' => 'Use list-tickets to find valid ticket IDs']); |
| 934 |
} |
| 935 |
|
| 936 |
if ($err = TicketAccessGuard::assert($target)) { |
| 937 |
return $err; |
| 938 |
} |
| 939 |
|
| 940 |
$inaccessible = []; |
| 941 |
$mergeTicketMap = Ticket::whereIn('id', $mergeIds)->get()->keyBy('id'); |
| 942 |
foreach ($mergeIds as $mergeId) { |
| 943 |
$source = $mergeTicketMap->get($mergeId); |
| 944 |
if (!$source || TicketAccessGuard::assert($source)) { |
| 945 |
$inaccessible[] = $mergeId; |
| 946 |
} |
| 947 |
} |
| 948 |
|
| 949 |
if ($inaccessible) { |
| 950 |
return MCPHelper::error( |
| 951 |
'forbidden', |
| 952 |
sprintf( |
| 953 |
/* translators: %s is a comma-separated list of ticket IDs */ |
| 954 |
_n('You do not have access to this ticket: %s', 'You do not have access to these tickets: %s', count($inaccessible), 'fluent-support'), |
| 955 |
implode(', ', $inaccessible) |
| 956 |
) |
| 957 |
); |
| 958 |
} |
| 959 |
|
| 960 |
$proService = new \FluentSupportPro\App\Services\ProTicketService(); |
| 961 |
$result = $proService->mergeCustomerTickets($mergeIds, $targetId); |
| 962 |
|
| 963 |
if ($result === null) { |
| 964 |
return MCPHelper::error('merge_failed', __('Ticket merge failed or was only partially completed. Some tickets may be in an inconsistent state.', 'fluent-support')); |
| 965 |
} |
| 966 |
|
| 967 |
$target->load(['customer', 'agent', 'product', 'mailbox', 'tags']); |
| 968 |
|
| 969 |
$mergeCount = count($mergeIds); |
| 970 |
|
| 971 |
return MCPHelper::envelope( |
| 972 |
"{$mergeCount} ticket(s) merged into #{$targetId}", |
| 973 |
['ticket' => MCPHelper::formatTicketForMCP($target)] |
| 974 |
); |
| 975 |
} |
| 976 |
|
| 977 |
/** Customer emails a new ticket can trigger; split-ticket holds them back by default. */ |
| 978 |
const SPLIT_CUSTOMER_EMAILS = [ |
| 979 |
'ticket_created_email_to_customer', |
| 980 |
'ticket_created_by_agent_email_to_customer', |
| 981 |
'ticket_created_by_agent_on_behalf_email_to_customer', |
| 982 |
]; |
| 983 |
|
| 984 |
/** |
| 985 |
* Move one message out of a ticket into a new ticket (Pro), as the ticket view's |
| 986 |
* "Split Ticket" does: the message and its attachments leave the original ticket |
| 987 |
* and open the new one, and both tickets get an activity line. |
| 988 |
*/ |
| 989 |
public static function splitTicket($params) |
| 990 |
{ |
| 991 |
$agent = MCPHelper::resolveAgent(); |
| 992 |
if (!$agent) { |
| 993 |
return MCPHelper::error('unauthorized', __('No agent found for current user', 'fluent-support')); |
| 994 |
} |
| 995 |
|
| 996 |
if (!class_exists('\FluentSupportPro\App\Services\ProTicketService')) { |
| 997 |
return MCPHelper::error('not_available', __('Split ticket requires Fluent Support Pro', 'fluent-support')); |
| 998 |
} |
| 999 |
|
| 1000 |
$ticketId = (int) ($params['ticket_id'] ?? 0); |
| 1001 |
$responseId = (int) ($params['response_id'] ?? 0); |
| 1002 |
if (!$ticketId || !$responseId) { |
| 1003 |
return MCPHelper::error('invalid_param', __('ticket_id and response_id are required', 'fluent-support'), ['fields' => ['ticket_id', 'response_id']]); |
| 1004 |
} |
| 1005 |
|
| 1006 |
$ticket = Ticket::find($ticketId); |
| 1007 |
if (!$ticket) { |
| 1008 |
return MCPHelper::error('not_found', __('Ticket not found', 'fluent-support'), ['next_step' => 'Use list-tickets to find valid ticket IDs']); |
| 1009 |
} |
| 1010 |
|
| 1011 |
if ($err = TicketAccessGuard::assert($ticket)) { |
| 1012 |
return $err; |
| 1013 |
} |
| 1014 |
|
| 1015 |
// Only a message someone sent: notes, drafts and activity lines stay put. |
| 1016 |
$response = Conversation::where('id', $responseId) |
| 1017 |
->where('ticket_id', $ticket->id) |
| 1018 |
->where('conversation_type', 'response') |
| 1019 |
->first(); |
| 1020 |
if (!$response) { |
| 1021 |
return MCPHelper::error('not_found', __('Message not found on this ticket', 'fluent-support'), [ |
| 1022 |
'fields' => ['response_id'], |
| 1023 |
'next_step' => 'Use get-ticket and pick a response of type "response"', |
| 1024 |
]); |
| 1025 |
} |
| 1026 |
|
| 1027 |
$customerId = (int) ($params['customer_id'] ?? 0); |
| 1028 |
if (!$customerId) { |
| 1029 |
// The message's author when a customer wrote it, else the ticket's customer. |
| 1030 |
$author = Person::find($response->person_id); |
| 1031 |
$customerId = ($author && $author->person_type === 'customer') ? (int) $author->id : (int) $ticket->customer_id; |
| 1032 |
} |
| 1033 |
if (!Customer::find($customerId)) { |
| 1034 |
return MCPHelper::error('not_found', __('Customer not found', 'fluent-support'), ['fields' => ['customer_id']]); |
| 1035 |
} |
| 1036 |
|
| 1037 |
$content = $response->content; |
| 1038 |
if (isset($params['content']) && $params['content'] !== '') { |
| 1039 |
$content = MCPHelper::processContent($params['content'], $params['content_format'] ?? 'markdown'); |
| 1040 |
} |
| 1041 |
|
| 1042 |
$title = sanitize_text_field((string) ($params['title'] ?? '')); |
| 1043 |
if ($title === '') { |
| 1044 |
/* translators: %s is the original ticket title */ |
| 1045 |
$title = sprintf(__('Re: %s', 'fluent-support'), $ticket->title); |
| 1046 |
} |
| 1047 |
|
| 1048 |
$mailboxId = (int) $ticket->mailbox_id; |
| 1049 |
if (!empty($params['mailbox_id']) && (int) $params['mailbox_id'] !== $mailboxId) { |
| 1050 |
$mailboxId = (int) $params['mailbox_id']; |
| 1051 |
if ($err = TicketAccessGuard::assertMailboxWritable($mailboxId)) { |
| 1052 |
return $err; |
| 1053 |
} |
| 1054 |
if (!\FluentSupport\App\Models\MailBox::find($mailboxId)) { |
| 1055 |
return MCPHelper::error('invalid_param', __('The specified mailbox does not exist', 'fluent-support'), ['fields' => ['mailbox_id'], 'next_step' => 'Use get-support-context to see available mailboxes and their IDs']); |
| 1056 |
} |
| 1057 |
} |
| 1058 |
|
| 1059 |
$data = [ |
| 1060 |
'conversation_id' => $response->id, |
| 1061 |
'customer_id' => $customerId, |
| 1062 |
'mailbox_id' => $mailboxId, |
| 1063 |
'title' => $title, |
| 1064 |
'content' => wp_kses_post($content), |
| 1065 |
'client_priority' => $ticket->client_priority ?: 'normal', |
| 1066 |
]; |
| 1067 |
|
| 1068 |
$productId = (int) ($params['product_id'] ?? ($ticket->product_id ?: 0)); |
| 1069 |
if ($productId) { |
| 1070 |
$data['product_id'] = $productId; |
| 1071 |
} |
| 1072 |
|
| 1073 |
// A split is housekeeping inside a conversation the customer is already in, so |
| 1074 |
// the new ticket's "ticket created" emails to the customer are held back unless |
| 1075 |
// asked for. Scoped to tickets created during this call; agent emails still go. |
| 1076 |
$quiet = null; |
| 1077 |
if (empty($params['notify_customer'])) { |
| 1078 |
$originalId = (int) $ticket->id; |
| 1079 |
$quiet = function ($shouldSend, $channel, $type, $created = null) use ($originalId) { |
| 1080 |
if ($channel === 'email' |
| 1081 |
&& $created && (int) $created->id !== $originalId |
| 1082 |
&& in_array($type, self::SPLIT_CUSTOMER_EMAILS, true)) { |
| 1083 |
return false; |
| 1084 |
} |
| 1085 |
return $shouldSend; |
| 1086 |
}; |
| 1087 |
add_filter('fluent_support/should_send_notification', $quiet, 10, 4); |
| 1088 |
} |
| 1089 |
|
| 1090 |
try { |
| 1091 |
$result = (new \FluentSupportPro\App\Services\ProTicketService())->splitToNewTicket($ticket->id, $data); |
| 1092 |
} catch (\Throwable $e) { |
| 1093 |
// Not Helper::getSafeErrorMessage(): it throws, which would surface as a retryable internal_error. |
| 1094 |
return MCPHelper::error('split_failed', $e->getMessage() ?: __('Could not split the ticket', 'fluent-support'), ['retryable' => false]); |
| 1095 |
} finally { |
| 1096 |
if ($quiet) { |
| 1097 |
remove_filter('fluent_support/should_send_notification', $quiet, 10); |
| 1098 |
} |
| 1099 |
} |
| 1100 |
|
| 1101 |
$newTicket = Ticket::with(['customer', 'agent', 'product', 'mailbox', 'tags'])->find((int) ($result['new_ticket_id'] ?? 0)); |
| 1102 |
if (!$newTicket) { |
| 1103 |
return MCPHelper::error('split_failed', __('The new ticket could not be loaded', 'fluent-support'), ['retryable' => false]); |
| 1104 |
} |
| 1105 |
|
| 1106 |
return MCPHelper::envelope( |
| 1107 |
/* translators: 1: response ID, 2: original ticket ID, 3: new ticket ID */ |
| 1108 |
sprintf(__('Message #%1$d moved from ticket #%2$d to new ticket #%3$d', 'fluent-support'), $response->id, $ticket->id, $newTicket->id), |
| 1109 |
['ticket' => MCPHelper::formatTicketForMCP($newTicket), 'original_ticket_id' => (int) $ticket->id] |
| 1110 |
); |
| 1111 |
} |
| 1112 |
} |
| 1113 |
|
