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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\Attachment; |
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use FluentSupport\App\Models\Conversation; |
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use FluentSupport\App\Models\MailBox; |
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use FluentSupport\App\Models\Ticket; |
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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 TicketService |
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{ |
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/** |
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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 string $internalNote |
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* @param string $silently 'yes' skips the close hooks. |
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* @return \FluentSupport\App\Models\Ticket |
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*/ |
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|
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public function close($ticket, $person, $internalNote = '', $silently = 'no') |
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{ |
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if ($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($ticket->created_at); |
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$ticket->save(); |
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|
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if ('no' == $silently) { |
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do_action('fluent_support/ticket_closed', $ticket, $person); |
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do_action('fluent_support/ticket_closed_by_' . $person->person_type, $ticket, $person); |
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} |
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|
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if (!$internalNote) { |
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$internalNote = __('Ticket has been closed', 'fluent-support'); |
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} |
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|
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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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return $ticket; |
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} |
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|
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/** |
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* @param bool $deferHooks Skip the reopen hooks so a caller running inside a |
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* transaction can fire them after commit (fireReopenHooks()). |
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*/ |
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public function reopen($ticket, $person, $deferHooks = false) |
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{ |
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if ($ticket->status == 'closed') { |
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$ticket->status = 'active'; |
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$ticket->waiting_since = current_time('mysql'); |
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$ticket->resolved_at = null; |
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$ticket->save(); |
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|
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if (!$deferHooks) { |
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$this->fireReopenHooks($ticket, $person); |
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} |
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|
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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' => __('Ticket has been reopened', 'fluent-support') |
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]); |
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} |
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|
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return $ticket; |
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} |
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|
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public function fireReopenHooks($ticket, $person) |
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{ |
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/* |
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* Fires when a closed ticket is reopened. |
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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_reopen', $ticket, $person); |
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do_action('fluent_support/ticket_reopen_by_' . $person->person_type, $ticket, $person); |
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} |
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|
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public function onAgentChange($ticket, $person) |
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{ |
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do_action('fluent_support/ticket_agent_change', $ticket, $person); |
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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' => $ticket->agent->user_id !== $person->user_id |
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/* translators: %1$s is the name of the person who assigned the ticket, %2$s is the assigned agent's name */ |
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? sprintf(__('%1$s assigned %2$s to this ticket', 'fluent-support'), $person->full_name, $ticket->agent->full_name) |
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/* translators: %s is the agent's name */ |
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: sprintf(__('%s assigned this ticket to themselves', 'fluent-support'), $person->full_name) |
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]); |
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|
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return $person; |
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} |
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|
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/** |
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* Move the ticket's inline images and pending uploads into the ticket folder. |
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* |
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* @param array $data |
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* @param array $disabledFields |
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* @param \FluentSupport\App\Models\Ticket $ticket |
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* @param object $customer |
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* @param bool $onBehalf Filed by a remote portal for the customer; their uploads are the customer's. |
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* @return \FluentSupport\App\Models\Ticket $ticket |
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* @since 1.5.7 |
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*/ |
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public static function addTicketAttachments($data, $disabledFields, $ticket, $customer, $onBehalf = false) |
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{ |
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Helper::tempImageMoveUploadDir($ticket->id, 'ticket-create', null, $customer->id); |
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|
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if (($attachmentsHashes = Arr::get($data, 'attachments')) && !in_array('file_upload', $disabledFields)) { |
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$uploader = Helper::getCurrentAgent() ?: $customer; |
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$uploaderIds = [$uploader->id]; |
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|
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// A remote portal acting on_behalf uploads as the customer it files for. |
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if ($onBehalf) { |
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$uploaderIds[] = $customer->id; |
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} |
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|
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$attachments = Attachment::whereIn('file_hash', $attachmentsHashes) |
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->where('status', 'in-active') |
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->whereNull('ticket_id') |
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->whereIn('person_id', $uploaderIds) |
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->get(); |
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|
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if ($attachments->isEmpty()) { |
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return $ticket; |
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} |
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|
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$storageDriver = Helper::getUploadDriverKey(); |
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|
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if ($storageDriver != 'local') { |
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foreach ($attachments as $attachment) { |
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do_action_ref_array('fluent_support/finalize_file_upload_' . $storageDriver, [&$attachment, $ticket->id]); |
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} |
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} |
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|
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foreach ($attachments as $attachment) { |
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if ($attachment->driver == 'local') { |
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$newFileInfo = UploadService::copyFileTicketFolder($attachment->file_path, $ticket->id); |
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if ($newFileInfo) { |
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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 = $customer->id; |
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$attachment->status = 'active'; |
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$attachment->save(); |
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} |
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|
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$ticket->load('attachments'); |
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} |
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|
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return $ticket; |
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} |
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|
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/** |
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* Sanitize and create the ticket, then handle attachments, custom fields and hooks. |
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* Used by TicketController::createTicket and ProTicketService::handleSplitTicket. |
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* |
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* @param array $ticketData |
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* @param \FluentSupport\App\Models\Customer $customer |
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* @return \FluentSupport\App\Models\Ticket |
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*/ |
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public function storeTicket($ticketData, $customer) |
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{ |
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if (empty($ticketData['mailbox_id'])) { |
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$mailbox = Helper::getDefaultMailBox(); |
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if ($mailbox) { |
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$ticketData['mailbox_id'] = $mailbox->id; |
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} |
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} else { |
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$mailbox = MailBox::findOrFail($ticketData['mailbox_id']); |
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} |
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|
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// Empty when no agent is logged in, so cron, email piping and API callers pass. |
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$restrictedBoxes = (new AgentTicketAccess())->getRestrictedMailboxIds(); |
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|
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$this->assertMailboxAllowed($ticketData, $restrictedBoxes); |
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|
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if (!empty($ticketData['product_id'])) { |
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$ticketData['product_source'] = 'local'; |
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} |
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|
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// Already unslashed at the request boundary. Don't unslash again or literal backslashes are lost. |
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$ticketData['title'] = sanitize_text_field($ticketData['title']); |
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$ticketData['content'] = wp_kses_post($ticketData['content']); |
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|
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if (!empty($ticketData['priority'])) { |
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$ticketData['priority'] = sanitize_text_field($ticketData['priority']); |
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} |
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|
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if (!empty($ticketData['client_priority'])) { |
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$ticketData['client_priority'] = sanitize_text_field($ticketData['client_priority']); |
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} |
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|
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$ticketData = apply_filters('fluent_support/create_ticket_data', $ticketData, $customer); |
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|
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// Check again: a filter may have routed the ticket into a restricted box. |
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$this->assertMailboxAllowed($ticketData, $restrictedBoxes); |
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|
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do_action('fluent_support/before_ticket_create', $ticketData, $customer); |
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$createdTicket = Ticket::create($ticketData); |
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|
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$disabledFields = apply_filters('fluent_support/disabled_ticket_fields', []); |
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$disabledFields = array_diff($disabledFields, ['file_upload']); |
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self::addTicketAttachments($ticketData, $disabledFields, $createdTicket, $customer); |
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|
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if (defined('FLUENTSUPPORTPRO') && !empty($ticketData['custom_fields'])) { |
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$createdTicket->syncCustomFields($ticketData['custom_fields']); |
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} |
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|
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$agent = Helper::getAgentByUserId(); |
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if ($agent) { |
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$isAgentInitiated = Arr::get($ticketData, 'agent_initiated') === 'yes'; |
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$createdTicket->created_by = $agent->id; |
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|
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if ($isAgentInitiated) { |
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// The agent's first response below sends its own email. Scoped to this |
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// ticket and removed after its creation hooks, so later tickets in the |
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// same request (MCP, imports, workflows) still get their emails. |
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$suppressCreatedEmails = function ($shouldSend, $channel, $type, $ticket = null) use ($createdTicket) { |
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if ($channel === 'email' |
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&& $ticket && (int) $ticket->id === (int) $createdTicket->id |
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&& in_array($type, ['ticket_created_email_to_customer', 'ticket_created_email_to_admin', 'ticket_created_by_agent_email_to_customer'], true)) { |
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return false; |
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} |
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return $shouldSend; |
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}; |
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add_filter('fluent_support/should_send_notification', $suppressCreatedEmails, 10, 4); |
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|
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// The channel it was sent from moves to the response; the ticket's source marks it as outreach. |
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$channel = $createdTicket->source ?: 'web'; |
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$createdTicket->source = Ticket::SOURCE_AGENT_INITIATED; |
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|
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// A placeholder only: both apps show the agent's response as the opening message. |
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/* translators: %s is the agent's name */ |
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$initializedMessage = sprintf(__('%s started this conversation', 'fluent-support'), $agent->full_name); |
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|
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$responseContent = apply_filters('fluent_support/parse_smartcode_data', $createdTicket->content, [ |
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'customer' => $customer, |
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'agent' => $agent, |
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'ticket' => $createdTicket, |
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]); |
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|
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$responseContent = wp_kses_post($responseContent); |
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|
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$agentResponse = Conversation::create([ |
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'ticket_id' => $createdTicket->id, |
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'person_id' => $agent->id, |
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'conversation_type' => 'response', |
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'content' => $responseContent, |
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'source' => $channel, |
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]); |
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|
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if ($attachmentHashes = Arr::get($ticketData, 'attachments', [])) { |
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Attachment::where('ticket_id', $createdTicket->id) |
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->whereIn('file_hash', $attachmentHashes) |
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->where('status', 'active') |
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->update([ |
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'person_id' => $agentResponse->person_id, |
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'conversation_id' => $agentResponse->id |
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]); |
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|
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$agentResponse->load('attachments'); |
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} |
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|
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// The agent's message is the first response, so the ticket must say so: |
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// the same counters ResponseService::createResponse() sets for an agent |
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// reply, otherwise the ticket lists as new/unanswered and the agent's |
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// next reply is measured as the first response. |
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$now = current_time('mysql'); |
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// Unset in memory when the column default supplied it on insert. |
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if (!$createdTicket->status || $createdTicket->status === 'new') { |
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$createdTicket->status = 'active'; |
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} |
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if (!$createdTicket->agent_id) { |
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$createdTicket->agent_id = $agent->id; |
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} |
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$createdTicket->response_count = (int) $createdTicket->response_count + 1; |
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$createdTicket->first_response_time = 0; |
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$createdTicket->last_agent_response = $now; |
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$createdTicket->waiting_since = $now; |
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|
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// The outreach email may render {{ticket.content}}, so expose the parsed body |
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// during the hook. The ticket itself stores the "initialized" message. |
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$createdTicket->content = $responseContent; |
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|
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do_action('fluent_support/agent_initiated_ticket_response', $agentResponse, $createdTicket, $agent); |
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|
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$createdTicket->content = $initializedMessage; |
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|
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} |
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|
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$createdTicket->save(); |
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} |
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|
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do_action('fluent_support/ticket_created', $createdTicket, $customer); |
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do_action('fluent_support/ticket_created_behalf_of_customer', $createdTicket, $customer, $agent); |
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|
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if (!empty($suppressCreatedEmails)) { |
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remove_filter('fluent_support/should_send_notification', $suppressCreatedEmails, 10); |
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} |
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|
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return $createdTicket; |
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} |
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|
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/** |
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* Block ticket creation in a business box the acting agent is restricted from. |
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* |
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* @param array $ticketData |
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* @param array $restrictedBoxes Already int-normalized by AgentTicketAccess |
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* @return void |
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* @throws \Exception |
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*/ |
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protected function assertMailboxAllowed($ticketData, $restrictedBoxes) |
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{ |
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if (empty($restrictedBoxes) || empty($ticketData['mailbox_id'])) { |
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return; |
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} |
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|
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if (in_array((int) $ticketData['mailbox_id'], $restrictedBoxes, true)) { |
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throw new \Exception( |
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esc_html__('Sorry, you do not have permission to create a ticket in this business box', 'fluent-support') |
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); |
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} |
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} |
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|
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// No auth check here: callers handle it, and it also runs with no current user (API, GDPR erasure, cron). |
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public function deleteTicket($ticket, $agent = null) |
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{ |
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if (!$agent) { |
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$agent = Helper::getAgentByUserId(); |
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} |
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|
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$ticketData = [ |
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'id' => $ticket->id, |
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'title' => $ticket->title |
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]; |
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|
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do_action('fluent_support/deleting_ticket', $ticket); |
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$ticket->delete(); |
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do_action('fluent_support/ticket_deleted', $agent, $ticketData); |
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} |
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|
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} |
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|
