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<?php |
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|
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namespace FluentSupport\App\Services\Tickets; |
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|
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use FluentSupport\App\Models\Agent; |
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use FluentSupport\App\Models\Attachment; |
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use FluentSupport\App\Models\Conversation; |
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use FluentSupport\App\Services\Helper; |
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use FluentSupport\App\Services\Includes\UploadService; |
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use FluentSupport\Framework\Support\Arr; |
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|
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class ResponseService |
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{ |
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/** |
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* Add an agent or customer response to a ticket. |
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* |
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* @param array $data |
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* @param \FluentSupport\App\Models\Person $person |
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* @param \FluentSupport\App\Models\Ticket $ticket |
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* @param bool $silently Skip the assignment/response/close hooks. |
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* @return array|false |
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*/ |
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public function createResponse($data, $person, $ticket, $silently = false) |
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{ |
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if (empty($data['content'])) { |
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return false; |
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} |
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|
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$cc_emails = Arr::get($data, 'cc_emails', []); |
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|
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$informationalReply = Arr::get($data, 'informational_reply', false); |
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if ($person->person_type == 'agent') { |
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$data['content'] = apply_filters('fluent_support/parse_smartcode_data', $data['content'], [ |
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'customer' => $ticket->customer, |
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'agent' => $person |
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]); |
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} |
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|
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$convoType = Arr::get($data, 'conversation_type', 'response'); |
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|
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// Input is already unslashed (or was never slashed, for API/MCP callers). |
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// Don't unslash again or literal backslashes are lost. |
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$content = wp_kses_post($data['content']); |
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$resetWaitingSince = apply_filters('fluent_support/reset_waiting_since', true, $content); |
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$content = apply_filters('fluent_support/response_content_before_use_anywhere', $content); |
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$response = [ |
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'person_id' => $person->id, |
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'ticket_id' => $ticket->id, |
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'conversation_type' => $convoType, |
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'content' => $content, |
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'source' => Arr::get($data, 'source', 'web'), |
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'content_hash' => md5($content) |
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]; |
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|
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if (!empty($data['message_id'])) { |
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$response['message_id'] = sanitize_text_field($data['message_id']); |
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} |
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|
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$response = apply_filters('fluent_support/new_' . $person->person_type . '_' . $convoType, $response, $ticket, $person); |
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|
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$createdResponse = \FluentSupport\App\Models\Conversation::create($response); |
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|
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if (!empty($cc_emails)) { |
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$createdResponse->updateSettingsValue('cc_email', $cc_emails); |
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|
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// Keep a running list of every CC'd address on the ticket. |
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$existingCcEmails = $ticket->getSettingsValue('all_cc_email', []); |
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$newData = array_merge($existingCcEmails, $cc_emails); |
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$ticket->updateSettingsValue('all_cc_email', array_unique($newData)); |
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} |
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|
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$createdResponse->load('person'); |
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|
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if ($person->person_type == 'agent' && $ticket->status == 'new' && $convoType == 'response') { |
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$ticket->status = 'active'; |
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if ($ticket->created_at) { |
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$ticket->first_response_time = strtotime(current_time('mysql')) - strtotime($ticket->created_at); |
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} else { |
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$ticket->first_response_time = 300; |
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} |
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} |
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|
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$agentAdded = false; |
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$previousAgentId = (int) $ticket->agent_id; |
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$updateData = []; |
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|
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if ($person->person_type == 'agent') { |
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if (!$ticket->agent_id && $convoType == 'response') { |
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$ticket->agent_id = $person->id; |
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$agentAdded = true; |
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$updateData = [ |
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'agent_id' => $person->id |
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]; |
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} |
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|
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if ($convoType == 'response') { |
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if ($resetWaitingSince && !$informationalReply) { |
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$ticket->last_agent_response = current_time('mysql'); |
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$ticket->waiting_since = current_time('mysql'); |
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} |
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} |
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} else { |
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|
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if ($ticket->last_agent_response && strtotime($ticket->last_agent_response) > strtotime($ticket->last_customer_response)) { |
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$ticket->waiting_since = current_time('mysql'); |
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} |
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|
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$ticket->last_customer_response = current_time('mysql'); |
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} |
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|
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if ($convoType == 'response') { |
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$ticket->response_count += 1; |
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} |
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|
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$closed = false; |
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if (Arr::get($data, 'close_ticket') == 'yes' && $ticket->status != 'closed') { |
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$ticket->status = 'closed'; |
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$ticket->resolved_at = current_time('mysql'); |
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$ticket->closed_by = $person->id; |
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$ticket->total_close_time = current_time('timestamp') - strtotime($ticket->created_at); |
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$closed = true; |
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|
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$internalNote = __('Ticket has been closed', 'fluent-support'); |
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|
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$internalNote = apply_filters('fluent_support/ticket_close_internal_note', $internalNote, $ticket); |
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|
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if ($internalNote) { |
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Conversation::create([ |
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'ticket_id' => $ticket->id, |
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'person_id' => $person->id, |
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'conversation_type' => 'internal_info', |
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'content' => $internalNote |
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]); |
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} |
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} |
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|
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$ticket->save(); |
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|
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Helper::tempImageMoveUploadDir($ticket->id, 'conversation', $createdResponse->id, $person->id); |
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|
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// Finalize files uploaded ahead of the response (status in-active). |
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if ($attachmentHashes = Arr::get($data, 'attachments', [])) { |
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$attachments = Attachment::where('ticket_id', $ticket->id) |
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->whereIn('file_hash', $attachmentHashes) |
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->where('status', 'in-active') |
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->get(); |
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|
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if (!$attachments->isEmpty()) { |
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$storageDriver = Helper::getUploadDriverKey(); |
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foreach ($attachments as $attachment) { |
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if ($storageDriver != 'local') { |
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do_action_ref_array('fluent_support/finalize_file_upload_' . $storageDriver, [&$attachment, $ticket->id]); |
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} |
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|
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if ($attachment->driver == 'local') { |
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$newFileInfo = UploadService::copyFileTicketFolder($attachment->file_path, $ticket->id); |
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if ($newFileInfo && !empty($newFileInfo['file_path'])) { |
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$attachment->file_path = $newFileInfo['file_path']; |
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$attachment->full_url = $newFileInfo['url']; |
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} |
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} |
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|
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$attachment->ticket_id = $ticket->id; |
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$attachment->person_id = $createdResponse->person_id; |
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$attachment->conversation_id = $createdResponse->id; |
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$attachment->status = 'active'; |
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$attachment->save(); |
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} |
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$createdResponse->load('attachments'); |
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} |
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} |
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|
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if ($silently) { |
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// The caller fires the hooks itself (fireResponseHooks()), e.g. after |
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// its transaction commits; 'closed' / 'agent_added' tell it what happened. |
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return [ |
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'response' => $createdResponse, |
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'ticket' => $ticket, |
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'update_data' => $updateData, |
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'closed' => $closed, |
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'agent_added' => $agentAdded, |
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'previous_agent_id' => $previousAgentId, |
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]; |
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} |
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|
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$updateData = $this->fireResponseHooks($createdResponse, $ticket, $person, $closed, $agentAdded, $previousAgentId, $updateData); |
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|
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return [ |
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'response' => $createdResponse, |
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'ticket' => $ticket, |
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'update_data' => $updateData |
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]; |
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} |
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|
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/** |
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* Fire the hooks createResponse() fires after a response is stored. |
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* |
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* Split out so a caller that wrapped createResponse(..., $silently = true) in |
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* a transaction can fire them once the rows are committed: the customer |
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* email must not leave for a reply that is about to be rolled back. |
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* |
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* @param Conversation $createdResponse |
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* @param \FluentSupport\App\Models\Ticket $ticket |
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* @param \FluentSupport\App\Models\Person $person |
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* @param bool $closed The response closed the ticket. |
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* @param bool $agentAdded The response assigned the ticket to $person. |
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* @param int $previousAgentId |
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* @param array $updateData |
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* @return array $updateData, with 'agent' when the assignment hook fired. |
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*/ |
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public function fireResponseHooks($createdResponse, $ticket, $person, $closed, $agentAdded = false, $previousAgentId = 0, $updateData = []) |
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{ |
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$convoType = $createdResponse->conversation_type; |
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|
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if ($agentAdded) { |
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$assigner = Helper::getCurrentAgent(); |
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$ticket->load('agent'); |
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|
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/* |
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* Fires when a ticket is assigned to an agent. |
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* |
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* @since v1.0.0 |
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* @param object $person |
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* @param object $ticket |
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* @param object $assigner |
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* @param int $previousAgentId |
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*/ |
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do_action('fluent_support/agent_assigned_to_ticket', $person, $ticket, $assigner, $previousAgentId); |
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$updateData['agent'] = $ticket->agent; |
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} |
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|
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/* |
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* Fires after a response or note is added. |
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* |
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* @since v1.0.0 |
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* @param string $convoType |
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* @param string $personType |
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* @param object $createdResponse |
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* @param object $ticket |
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* @param object $person |
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*/ |
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do_action('fluent_support/' . $convoType . '_added_by_' . $person->person_type, $createdResponse, $ticket, $person); |
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|
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|
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if ($closed) { |
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/* |
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* Fires when a ticket is closed. |
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* |
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* @since v1.0.0 |
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* @param object $ticket |
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* @param object $person |
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*/ |
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do_action('fluent_support/ticket_closed', $ticket, $person); |
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|
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/* |
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* Fires when a ticket is closed, per closer type. |
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* |
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* @since v1.0.0 |
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* @param string $personType |
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* @param object $ticket |
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* @param object $person |
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*/ |
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do_action('fluent_support/ticket_closed_by_' . $person->person_type, $ticket, $person); |
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} |
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|
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return $updateData; |
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} |
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|
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/** |
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* Publish a draft reply: it becomes a sent response and the customer is notified. |
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* Shared by the admin "Approve" action and MCP's publish-draft-reply. |
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* |
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* @param \FluentSupport\App\Models\Ticket $ticket |
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* @param \FluentSupport\App\Models\Conversation $response The draft. |
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* @param \FluentSupport\App\Models\Person $person The agent publishing it. |
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* @param string $content Final content, already sanitized. |
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* @return \FluentSupport\App\Models\Conversation |
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*/ |
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public function publishDraft($ticket, $response, $person, $content) |
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{ |
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$resetWaitingSince = apply_filters('fluent_support/reset_waiting_since', true, $content); |
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|
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$response->content = $content; |
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$response->conversation_type = 'response'; |
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$response->created_at = current_time('mysql'); |
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$response->save(); |
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|
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if ($person->person_type == 'agent' && $ticket->status == 'new') { |
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$ticket->status = 'active'; |
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if ($ticket->created_at) { |
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$ticket->first_response_time = strtotime(current_time('mysql')) - strtotime($ticket->created_at); |
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} else { |
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$ticket->first_response_time = 300; |
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} |
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} |
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|
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if ($resetWaitingSince) { |
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$ticket->last_agent_response = current_time('mysql'); |
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$ticket->waiting_since = current_time('mysql'); |
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} |
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|
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$ticket->response_count += 1; |
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$ticket->save(); |
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|
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$author = $response->person_id ? Agent::find($response->person_id) : null; |
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$sender = $author ?: $person; |
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|
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do_action('fluent_support/response_added_by_' . $sender->person_type, $response, $ticket, $sender); |
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|
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return $response; |
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} |
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|
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/** |
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* @deprecated 2.4.1 Replies no longer carry the signature. Email templates add it |
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* with {{agent.signature}}, so the template decides the sign-off. |
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*/ |
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public function maybeAppendSignature($content, $person) |
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{ |
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$signature = self::getAppendedSignature($person); |
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|
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if ($signature === '') { |
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return $content; |
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} |
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|
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return $content . '<div class="fs_agent_signature">' . $signature . '</div>'; |
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} |
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|
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/** |
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* The signature appended to this agent's replies, or '' when none is. |
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* |
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* @param \FluentSupport\App\Models\Person $person |
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* @return string HTML |
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*/ |
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public static function getAppendedSignature($person) |
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{ |
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if (!$person || $person->getMeta('agent_signature_enabled', 'no') !== 'yes') { |
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return ''; |
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} |
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|
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$signature = (string) $person->getMeta('agent_signature', ''); |
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$hasText = !empty(trim(strip_tags($signature))); |
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$hasImage = (bool) preg_match('/<img[\s>]/i', $signature); |
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|
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return ($hasText || $hasImage) ? $signature : ''; |
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} |
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} |
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|
