| 1 |
<?php |
| 2 |
|
| 3 |
namespace FluentSupport\App\Services; |
| 4 |
|
| 5 |
use FluentSupport\App\Models\Agent; |
| 6 |
use FluentSupport\App\Models\Conversation; |
| 7 |
use FluentSupport\App\Models\MailBox; |
| 8 |
use FluentSupport\App\Models\Meta; |
| 9 |
use FluentSupport\App\Models\Product; |
| 10 |
use FluentSupport\App\Models\TagPivot; |
| 11 |
use FluentSupport\App\Models\Ticket; |
| 12 |
use FluentSupport\App\Models\TicketTag; |
| 13 |
use FluentSupport\App\Modules\PermissionManager; |
| 14 |
use FluentSupport\App\Services\Helper; |
| 15 |
use FluentSupport\App\Services\Tickets\AgentTicketAccess; |
| 16 |
|
| 17 |
class TicketHelper |
| 18 |
{ |
| 19 |
/** |
| 20 |
* Above this many matches, suggested tickets are sorted in SQL. See firstIdsBy(). |
| 21 |
*/ |
| 22 |
const SORT_IN_PHP_MAX = 1000; |
| 23 |
|
| 24 |
/** |
| 25 |
* Agents seen on the ticket in the last 60 seconds. Passing $currentAgentId also |
| 26 |
* records that agent as active now. |
| 27 |
* |
| 28 |
* @param int $ticketId |
| 29 |
* @param int|false $currentAgentId |
| 30 |
* @return array|\FluentSupport\Framework\Support\Collection |
| 31 |
*/ |
| 32 |
public static function getActivity($ticketId, $currentAgentId = false) |
| 33 |
{ |
| 34 |
$meta = Meta::where('object_type', 'ticket_meta') |
| 35 |
->where('key', '_live_activity') |
| 36 |
->where('object_id', $ticketId) |
| 37 |
->first(); |
| 38 |
|
| 39 |
$activities = []; |
| 40 |
if ($meta) { |
| 41 |
$activities = Helper::safeUnserialize($meta->value); |
| 42 |
} |
| 43 |
|
| 44 |
foreach ($activities as $index => $activity) { |
| 45 |
if ((time() - $activity) > 60) { |
| 46 |
unset($activities[$index]); |
| 47 |
} |
| 48 |
} |
| 49 |
|
| 50 |
if (!$currentAgentId) { |
| 51 |
return self::getAgentsInfoFromActivities($activities); |
| 52 |
} |
| 53 |
|
| 54 |
$activities[$currentAgentId] = time(); |
| 55 |
|
| 56 |
if ($meta) { |
| 57 |
$meta->value = maybe_serialize($activities); |
| 58 |
$meta->save(); |
| 59 |
} else { |
| 60 |
Meta::insert([ |
| 61 |
'object_type' => 'ticket_meta', |
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'key' => '_live_activity', |
| 63 |
'object_id' => $ticketId, |
| 64 |
'value' => maybe_serialize($activities) |
| 65 |
]); |
| 66 |
} |
| 67 |
|
| 68 |
return self::getAgentsInfoFromActivities($activities); |
| 69 |
} |
| 70 |
|
| 71 |
private static function getAgentsInfoFromActivities($activities) |
| 72 |
{ |
| 73 |
if (!$activities) { |
| 74 |
return []; |
| 75 |
} |
| 76 |
|
| 77 |
return Agent::select(['id', 'email', 'first_name', 'last_name']) |
| 78 |
->whereIn('id', array_keys($activities)) |
| 79 |
->get(); |
| 80 |
} |
| 81 |
|
| 82 |
/** |
| 83 |
* Batch version of getActivity() for a list page: one query for metas, one for agents. |
| 84 |
* |
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* @param \FluentSupport\Framework\Support\Collection $tickets Collection of Ticket models |
| 86 |
* @return void |
| 87 |
*/ |
| 88 |
public static function loadBatchLiveActivities($tickets) |
| 89 |
{ |
| 90 |
$activeTicketIds = $tickets->where('status', '!=', 'closed')->pluck('id')->toArray(); |
| 91 |
|
| 92 |
if (!$activeTicketIds) { |
| 93 |
foreach ($tickets as $ticket) { |
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$ticket->live_activity = []; |
| 95 |
} |
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return; |
| 97 |
} |
| 98 |
|
| 99 |
$activityMetas = Meta::where('object_type', 'ticket_meta') |
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->where('key', '_live_activity') |
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->whereIn('object_id', $activeTicketIds) |
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->get() |
| 103 |
->keyBy('object_id'); |
| 104 |
|
| 105 |
$allAgentIds = []; |
| 106 |
$ticketActivities = []; |
| 107 |
|
| 108 |
foreach ($activityMetas as $ticketId => $meta) { |
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$activities = Helper::safeUnserialize($meta->value); |
| 110 |
if (!is_array($activities)) { |
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continue; |
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} |
| 113 |
|
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$activities = array_filter($activities, function ($time) { |
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return (time() - $time) <= 60; |
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}); |
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|
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$ticketActivities[$ticketId] = $activities; |
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$allAgentIds = array_merge($allAgentIds, array_keys($activities)); |
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} |
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|
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$allAgentIds = array_unique(array_filter($allAgentIds)); |
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$agents = $allAgentIds |
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? Agent::select(['id', 'email', 'first_name', 'last_name']) |
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->whereIn('id', $allAgentIds) |
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->get() |
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->keyBy('id') |
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: []; |
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|
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$activitiesByTicket = []; |
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foreach ($ticketActivities as $ticketId => $activities) { |
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$ticketAgents = []; |
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foreach (array_keys($activities) as $agentId) { |
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if (isset($agents[$agentId])) { |
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$ticketAgents[] = $agents[$agentId]; |
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} |
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} |
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$activitiesByTicket[$ticketId] = $ticketAgents; |
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} |
| 140 |
|
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foreach ($tickets as $ticket) { |
| 142 |
$ticket->live_activity = $activitiesByTicket[$ticket->id] ?? []; |
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} |
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} |
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|
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/** |
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* Drop the agent's live activity on the ticket, plus any expired entries. |
| 148 |
* |
| 149 |
* @param int $ticketId |
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* @param int $agentId |
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* @return bool |
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*/ |
| 153 |
public static function removeFromActivities($ticketId, $agentId) |
| 154 |
{ |
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$meta = Meta::where('object_type', 'ticket_meta') |
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->where('key', '_live_activity') |
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->where('object_id', $ticketId) |
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->first(); |
| 159 |
|
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$activities = []; |
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if ($meta) { |
| 162 |
$activities = Helper::safeUnserialize($meta->value); |
| 163 |
} |
| 164 |
|
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if (!$activities) { |
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return false; |
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} |
| 168 |
|
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unset($activities[$agentId]); |
| 170 |
foreach ($activities as $index => $activity) { |
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if ((time() - $activity) > 60) { |
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unset($activities[$index]); |
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} |
| 174 |
} |
| 175 |
|
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$meta->value = maybe_serialize($activities); |
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$meta->save(); |
| 178 |
|
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return true; |
| 180 |
} |
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|
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/** |
| 183 |
* The agent's tickets waiting for a reply, or unassigned open tickets when there are none |
| 184 |
* and the user can manage unassigned tickets. |
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* |
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* @param int $agentId |
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* @param int $limit |
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* @return mixed |
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*/ |
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public static function getSuggestedTickets($agentId, $limit = 5) |
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{ |
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$restrictedBusinessBoxes = PermissionManager::getRestrictedMailboxIds(); |
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|
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$inAllowedMailbox = function ($q) use ($restrictedBusinessBoxes) { |
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$q->whereNotIn('mailbox_id', $restrictedBusinessBoxes); |
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$q->orWhereNull('mailbox_id'); |
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}; |
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|
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$waitingQuery = Ticket::where('agent_id', $agentId) |
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->where($inAllowedMailbox) |
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->where('status', '!=', 'closed') |
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->applyFilters([ |
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'waiting_for_reply' => 'yes' |
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]); |
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|
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// NULL sorts first, as with ORDER BY ... ASC. |
| 207 |
$waiting = static::firstIdsBy($waitingQuery, ['last_customer_response', 'id'], $limit); |
| 208 |
|
| 209 |
if ($waiting) { |
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return static::ticketsInOrder($waiting, ['customer', 'mailbox', 'tags', 'agent']); |
| 211 |
} |
| 212 |
|
| 213 |
if (!PermissionManager::currentUserCan('fst_manage_unassigned_tickets')) { |
| 214 |
return new \FluentSupport\Framework\Support\Collection([]); |
| 215 |
} |
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|
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$unassignedQuery = Ticket::where('status', '!=', 'closed') |
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->where($inAllowedMailbox) |
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->where(function ($q) { |
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$q->whereNull('agent_id'); |
| 221 |
$q->orWhere('agent_id', '0'); |
| 222 |
}); |
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|
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$unassigned = static::firstIdsBy($unassignedQuery, ['id'], $limit); |
| 225 |
|
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return static::ticketsInOrder($unassigned, ['customer', 'mailbox', 'tags']); |
| 227 |
} |
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|
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/** |
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* Ids of the first $limit rows of $query in ascending $columns order. |
| 231 |
* |
| 232 |
* When few rows match, ORDER BY ... LIMIT makes MySQL walk the whole table |
| 233 |
* in sort order, so up to SORT_IN_PHP_MAX matches are sorted here. When many |
| 234 |
* match, that walk ends quickly and loading them all would not, so SQL sorts. |
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* |
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* @param \FluentSupport\Framework\Database\Orm\Builder $query |
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* @param string[] $columns |
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* @param int $limit |
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* @return int[] |
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*/ |
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protected static function firstIdsBy($query, array $columns, $limit) |
| 242 |
{ |
| 243 |
$matches = (clone $query)->count(); |
| 244 |
|
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if (!$matches) { |
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return []; |
| 247 |
} |
| 248 |
|
| 249 |
if ($matches > static::SORT_IN_PHP_MAX) { |
| 250 |
foreach ($columns as $column) { |
| 251 |
$query->orderBy($column, 'ASC'); |
| 252 |
} |
| 253 |
|
| 254 |
return array_map('intval', $query->limit($limit)->pluck('id')->all()); |
| 255 |
} |
| 256 |
|
| 257 |
$rows = $query->get(array_unique(array_merge(['id'], $columns)))->all(); |
| 258 |
|
| 259 |
usort($rows, function ($a, $b) use ($columns) { |
| 260 |
foreach ($columns as $column) { |
| 261 |
$left = $column === 'id' ? (int) $a->id : (string) $a->{$column}; |
| 262 |
$right = $column === 'id' ? (int) $b->id : (string) $b->{$column}; |
| 263 |
if ($left != $right) { |
| 264 |
return $left < $right ? -1 : 1; |
| 265 |
} |
| 266 |
} |
| 267 |
return 0; |
| 268 |
}); |
| 269 |
|
| 270 |
return array_map(function ($row) { |
| 271 |
return (int) $row->id; |
| 272 |
}, array_slice($rows, 0, $limit)); |
| 273 |
} |
| 274 |
|
| 275 |
/** |
| 276 |
* Tickets by id with relations, in the order of $ids. |
| 277 |
* |
| 278 |
* @param int[] $ids |
| 279 |
* @param array $with |
| 280 |
* @return \FluentSupport\Framework\Support\Collection |
| 281 |
*/ |
| 282 |
protected static function ticketsInOrder(array $ids, array $with) |
| 283 |
{ |
| 284 |
if (!$ids) { |
| 285 |
return new \FluentSupport\Framework\Support\Collection([]); |
| 286 |
} |
| 287 |
|
| 288 |
$position = array_flip(array_map('intval', array_values($ids))); |
| 289 |
|
| 290 |
return Ticket::whereIn('id', $ids) |
| 291 |
->with($with) |
| 292 |
->get() |
| 293 |
->sortBy(function ($ticket) use ($position) { |
| 294 |
return $position[(int) $ticket->id]; |
| 295 |
}) |
| 296 |
->values(); |
| 297 |
} |
| 298 |
|
| 299 |
public static function getWatcherTicketIds($agentId) |
| 300 |
{ |
| 301 |
$mentioned = TagPivot::where('source_type', 'ticket_watcher') |
| 302 |
->where('tag_id', $agentId) |
| 303 |
->latest('id') |
| 304 |
->get(['source_id']); |
| 305 |
|
| 306 |
$ticketIds = array_column($mentioned->toArray(), 'source_id'); |
| 307 |
return $ticketIds; |
| 308 |
} |
| 309 |
|
| 310 |
// Up to 5 tickets the current agent is watching. |
| 311 |
public static function getTicketsToWatch() |
| 312 |
{ |
| 313 |
$agent = Helper::getCurrentAgent(); |
| 314 |
$restrictedBusinessBoxes = PermissionManager::getRestrictedMailboxIds(); |
| 315 |
|
| 316 |
$tickets = Ticket::with( |
| 317 |
[ |
| 318 |
'customer', |
| 319 |
'mailbox', |
| 320 |
'tags', |
| 321 |
'agent' |
| 322 |
]) |
| 323 |
->limit(5) |
| 324 |
->where(function ($q) use ($restrictedBusinessBoxes) { |
| 325 |
$q->whereNotIn('mailbox_id', $restrictedBusinessBoxes); |
| 326 |
$q->orWhereNull('mailbox_id'); |
| 327 |
}) |
| 328 |
->join('fs_tag_pivot', 'fs_tag_pivot.source_id', '=', 'fs_tickets.id') |
| 329 |
->where('fs_tag_pivot.source_type', '=', 'ticket_watcher') |
| 330 |
->where('fs_tag_pivot.tag_id', '=', $agent->id) |
| 331 |
->select(['fs_tickets.*']) |
| 332 |
->get(); |
| 333 |
|
| 334 |
return $tickets; |
| 335 |
} |
| 336 |
|
| 337 |
public static function getWatchers($watchers) |
| 338 |
{ |
| 339 |
$watcherAgents = []; |
| 340 |
|
| 341 |
foreach ($watchers as $watcher) { |
| 342 |
$watcherAgents[] = Agent::where('id', absint($watcher->tag_id))->select(['id', 'first_name', 'last_name'])->first(); |
| 343 |
} |
| 344 |
|
| 345 |
return $watcherAgents; |
| 346 |
} |
| 347 |
|
| 348 |
/** @internal Not called from core controllers — available for Pro/hook usage. */ |
| 349 |
public static function getCarbonCopyCustomerInfo($ticketId){ |
| 350 |
$existing = Meta::where('object_type', 'beginning_cc_info')->where('object_id', $ticketId)->first(); |
| 351 |
if($existing){ |
| 352 |
return Helper::safeUnserialize($existing->value, []); |
| 353 |
} |
| 354 |
|
| 355 |
return []; |
| 356 |
} |
| 357 |
|
| 358 |
/** |
| 359 |
* Ticket counts by status for the current user, without the mailboxes |
| 360 |
* they are restricted from. |
| 361 |
* |
| 362 |
* @return array{total:int, new:int, active:int, closed:int, unassigned:int} |
| 363 |
*/ |
| 364 |
public static function getStatusCounts() |
| 365 |
{ |
| 366 |
$access = new AgentTicketAccess(); |
| 367 |
|
| 368 |
$byStatus = $access->applyMailboxRestrictionScope( |
| 369 |
Ticket::query()->select('status')->selectRaw('COUNT(*) AS total')->groupBy('status') |
| 370 |
)->get()->pluck('total', 'status')->toArray(); |
| 371 |
|
| 372 |
$unassigned = $access->applyMailboxRestrictionScope(Ticket::query()->whereNull('agent_id'))->count(); |
| 373 |
|
| 374 |
return [ |
| 375 |
'total' => (int) array_sum($byStatus), |
| 376 |
'new' => (int) ($byStatus['new'] ?? 0), |
| 377 |
'active' => (int) ($byStatus['active'] ?? 0), |
| 378 |
'closed' => (int) ($byStatus['closed'] ?? 0), |
| 379 |
'unassigned' => (int) $unassigned, |
| 380 |
]; |
| 381 |
} |
| 382 |
|
| 383 |
public static function countAllTickets() |
| 384 |
{ |
| 385 |
return static::getStatusCounts()['total']; |
| 386 |
} |
| 387 |
|
| 388 |
public static function countUnassignedTickets() |
| 389 |
{ |
| 390 |
return static::getStatusCounts()['unassigned']; |
| 391 |
} |
| 392 |
|
| 393 |
public static function countClosedTickets() |
| 394 |
{ |
| 395 |
return static::getStatusCounts()['closed']; |
| 396 |
} |
| 397 |
|
| 398 |
public static function countNewTickets() |
| 399 |
{ |
| 400 |
return static::getStatusCounts()['new']; |
| 401 |
} |
| 402 |
|
| 403 |
public static function countActiveTickets() |
| 404 |
{ |
| 405 |
return static::getStatusCounts()['active']; |
| 406 |
} |
| 407 |
|
| 408 |
public static function getTicketEssentials($type = '') |
| 409 |
{ |
| 410 |
$agents = Agent::select(['id', 'first_name', 'last_name']) |
| 411 |
->where('person_type', 'agent') |
| 412 |
->get()->toArray(); |
| 413 |
|
| 414 |
$data = [ |
| 415 |
'client_priorities' => Helper::customerTicketPriorities(), |
| 416 |
'ticket_statuses_group' => Helper::ticketStatusGroups(), |
| 417 |
'agents' => $agents, |
| 418 |
'changeable_ticket_statuses' => Helper::changeableTicketStatuses(), |
| 419 |
'admin_priorities' => Helper::adminTicketPriorities(), |
| 420 |
'enable_draft_mode' => Helper::getBusinessSettings('enable_draft_mode', 'no'), |
| 421 |
'max_file_upload' => Helper::getBusinessSettings('max_file_upload', 3), |
| 422 |
'support_products' => Product::select(['id', 'title'])->orderedByTitle()->get(), |
| 423 |
'ticket_tags' => TicketTag::select(['id', 'title'])->get()->toArray(), |
| 424 |
'mailboxes' => MailBox::getAccessibleBoxes(), |
| 425 |
'ticket_statuses' => Helper::ticketStatuses(), |
| 426 |
]; |
| 427 |
|
| 428 |
if (!$type) { |
| 429 |
return $data; |
| 430 |
} |
| 431 |
|
| 432 |
return $data[$type] ?? []; |
| 433 |
} |
| 434 |
|
| 435 |
public static function getLabelSearch($agentId) |
| 436 |
{ |
| 437 |
$lists = Meta::where('object_id', $agentId) |
| 438 |
->where('object_type', 'search_meta') |
| 439 |
->where('key', 'label_search') |
| 440 |
->first(); |
| 441 |
$unserialize = []; |
| 442 |
if ($lists) { |
| 443 |
$unserialize = Helper::safeUnserialize($lists->value); |
| 444 |
} |
| 445 |
|
| 446 |
return $unserialize; |
| 447 |
} |
| 448 |
|
| 449 |
public static function saveSearchLabel($agent_id, $searchData, $filterType) { |
| 450 |
|
| 451 |
$agent_id = get_current_user_id(); |
| 452 |
$existingRecord = Meta::where('object_id', $agent_id) |
| 453 |
->where('object_type', 'search_meta') |
| 454 |
->where('key', 'label_search') |
| 455 |
->first(); |
| 456 |
|
| 457 |
$existingData = $existingRecord ? Helper::safeUnserialize($existingRecord->value) ?: [] : []; |
| 458 |
|
| 459 |
$isUpdate = isset($searchData['id']) && array_filter($existingData, function ($item) use ($searchData) { |
| 460 |
return isset($item['id']) && $item['id'] == $searchData['id']; |
| 461 |
}); |
| 462 |
|
| 463 |
$updatedData = self::addOrUpdateSearchData($existingData, $searchData); |
| 464 |
|
| 465 |
if ($existingRecord) { |
| 466 |
$existingRecord->update([ |
| 467 |
'value' => maybe_serialize($updatedData) |
| 468 |
]); |
| 469 |
} else { |
| 470 |
Meta::insert([ |
| 471 |
'object_type' => 'search_meta', |
| 472 |
'key' => 'label_search', |
| 473 |
'object_id' => $agent_id, |
| 474 |
'value' => maybe_serialize($updatedData) |
| 475 |
]); |
| 476 |
} |
| 477 |
|
| 478 |
$message = $isUpdate |
| 479 |
? __('Your saved search has been updated successfully!', 'fluent-support') |
| 480 |
: __('Your search has been saved successfully!', 'fluent-support'); |
| 481 |
|
| 482 |
return [ |
| 483 |
'message' => $message, |
| 484 |
]; |
| 485 |
} |
| 486 |
|
| 487 |
private static function addOrUpdateSearchData(array $existingData, array $searchData): array |
| 488 |
{ |
| 489 |
if (isset($searchData['id'])) { |
| 490 |
$updated = false; |
| 491 |
|
| 492 |
foreach ($existingData as &$record) { |
| 493 |
if (isset($record['id']) && $record['id'] == $searchData['id']) { |
| 494 |
$record = array_merge($record, $searchData); |
| 495 |
$updated = true; |
| 496 |
break; |
| 497 |
} |
| 498 |
} |
| 499 |
|
| 500 |
if (!$updated) { |
| 501 |
$existingData[] = $searchData; |
| 502 |
} |
| 503 |
} else { |
| 504 |
$newId = self::generateNewId($existingData); |
| 505 |
$searchData['id'] = $newId; |
| 506 |
$existingData[] = $searchData; |
| 507 |
} |
| 508 |
|
| 509 |
return $existingData; |
| 510 |
} |
| 511 |
|
| 512 |
public static function deleteSavedSearch($search_id) { |
| 513 |
$agent_id = get_current_user_id(); |
| 514 |
$existingRecord = Meta::where('object_id', $agent_id) |
| 515 |
->where('object_type', 'search_meta') |
| 516 |
->where('key', 'label_search') |
| 517 |
->first(); |
| 518 |
|
| 519 |
if ($existingRecord) { |
| 520 |
$existingData = Helper::safeUnserialize($existingRecord->value) ?: []; |
| 521 |
|
| 522 |
$updatedData = array_filter($existingData, function ($item) use ($search_id) { |
| 523 |
return isset($item['id']) && $item['id'] != $search_id; |
| 524 |
}); |
| 525 |
|
| 526 |
if (count($existingData) !== count($updatedData)) { |
| 527 |
$existingRecord->update([ |
| 528 |
'value' => maybe_serialize(array_values($updatedData)) |
| 529 |
]); |
| 530 |
return [ |
| 531 |
'message' => __('Search deleted successfully.', 'fluent-support'), |
| 532 |
]; |
| 533 |
} |
| 534 |
|
| 535 |
return [ |
| 536 |
'message' => __('Search ID not found.', 'fluent-support'), |
| 537 |
]; |
| 538 |
} |
| 539 |
} |
| 540 |
|
| 541 |
private static function generateNewId(array $existingData): int |
| 542 |
{ |
| 543 |
if (empty($existingData)) { |
| 544 |
return 1; |
| 545 |
} |
| 546 |
|
| 547 |
$maxId = max(array_column($existingData, 'id')); |
| 548 |
return $maxId + 1; |
| 549 |
} |
| 550 |
} |
| 551 |
|
