← All changes | app/Services/Tickets/ResponseService.php +136 -23 1.10.5 → 2.4.5 View file →

		@@ -1,8 +1,9 @@
1	1	<?php
2	2
3	3	namespace FluentSupport\App\Services\Tickets;
4	4
	5	+use FluentSupport\App\Models\Agent;
5	6	use FluentSupport\App\Models\Attachment;
6	7	use FluentSupport\App\Models\Conversation;
7	8	use FluentSupport\App\Services\Helper;
8	9	use FluentSupport\App\Services\Includes\UploadService;
		@@ -10,12 +11,14 @@
10	11
11	12	class ResponseService
12	13	{
13	14	/**
14		- * createResponse method is responsible for create responses to ticket by agent or customer
15		- * @param $data
16		- * @param $person
17		- * @param $ticket
	15	+ * Add an agent or customer response to a ticket.
	16	+ *
	17	+ * @param array $data
	18	+ * @param \FluentSupport\App\Models\Person $person
	19	+ * @param \FluentSupport\App\Models\Ticket $ticket
	20	+ * @param bool $silently Skip the assignment/response/close hooks.
18	21	* @return array|false
19	22	*/
20	23	public function createResponse($data, $person, $ticket, $silently = false)
21	24	{
		@@ -25,9 +28,8 @@
25	28
26	29	$cc_emails = Arr::get($data, 'cc_emails', []);
27	30
28	31	$informationalReply = Arr::get($data, 'informational_reply', false);
29		- // Adding support for shortcode in agent response
30	32	if ($person->person_type == 'agent') {
31	33	$data['content'] = apply_filters('fluent_support/parse_smartcode_data', $data['content'], [
32	34	'customer' => $ticket->customer,
33	35	'agent' => $person
		@@ -35,9 +37,11 @@
35	37	}
36	38
37	39	$convoType = Arr::get($data, 'conversation_type', 'response');
38	40
39		- $content = wp_unslash(wp_kses_post($data['content']));
	41	+ // Input is already unslashed (or was never slashed, for API/MCP callers).
	42	+ // Don't unslash again or literal backslashes are lost.
	43	+ $content = wp_kses_post($data['content']);
40	44	$resetWaitingSince = apply_filters('fluent_support/reset_waiting_since', true, $content);
41	45	$content = apply_filters('fluent_support/response_content_before_use_anywhere', $content);
42	46	$response = [
43	47	'person_id' => $person->id,
		@@ -56,12 +60,11 @@
56	60
57	61	$createdResponse = \FluentSupport\App\Models\Conversation::create($response);
58	62
59	63	if (!empty($cc_emails)) {
60		- //Store cc emails in meta settings for the response
61	64	$createdResponse->updateSettingsValue('cc_email', $cc_emails);
62	65
63		- //Store all the carbon copy customers under the ticket
	66	+ // Keep a running list of every CC'd address on the ticket.
64	67	$existingCcEmails = $ticket->getSettingsValue('all_cc_email', []);
65	68	$newData = array_merge($existingCcEmails, $cc_emails);
66	69	$ticket->updateSettingsValue('all_cc_email', array_unique($newData));
67	70	}
		@@ -77,8 +80,9 @@
77	80	}
78	81	}
79	82
80	83	$agentAdded = false;
	84	+ $previousAgentId = (int) $ticket->agent_id;
81	85	$updateData = [];
82	86
83	87	if ($person->person_type == 'agent') {
84	88	if (!$ticket->agent_id && $convoType == 'response') {
		@@ -131,11 +135,11 @@
131	135	}
132	136
133	137	$ticket->save();
134	138
135		- Helper::tempImageMoveUploadDir($ticket->id, 'conversation', $createdResponse->id);
	139	+ Helper::tempImageMoveUploadDir($ticket->id, 'conversation', $createdResponse->id, $person->id);
136	140
137		- //If file upload failed to local during create response
	141	+ // Finalize files uploaded ahead of the response (status in-active).
138	142	if ($attachmentHashes = Arr::get($data, 'attachments', [])) {
139	143	$attachments = Attachment::where('ticket_id', $ticket->id)
140	144	->whereIn('file_hash', $attachmentHashes)
141	145	->where('status', 'in-active')
		@@ -166,33 +170,68 @@
166	170	}
167	171	}
168	172
169	173	if ($silently) {
	174	+ // The caller fires the hooks itself (fireResponseHooks()), e.g. after
	175	+ // its transaction commits; 'closed' / 'agent_added' tell it what happened.
170	176	return [
171		- 'response' => $createdResponse,
172		- 'ticket' => $ticket,
173		- 'update_data' => $updateData
	177	+ 'response' => $createdResponse,
	178	+ 'ticket' => $ticket,
	179	+ 'update_data' => $updateData,
	180	+ 'closed' => $closed,
	181	+ 'agent_added' => $agentAdded,
	182	+ 'previous_agent_id' => $previousAgentId,
174	183	];
175	184	}
176	185
	186	+ $updateData = $this->fireResponseHooks($createdResponse, $ticket, $person, $closed, $agentAdded, $previousAgentId, $updateData);
	187	+
	188	+ return [
	189	+ 'response' => $createdResponse,
	190	+ 'ticket' => $ticket,
	191	+ 'update_data' => $updateData
	192	+ ];
	193	+ }
	194	+
	195	+ /**
	196	+ * Fire the hooks createResponse() fires after a response is stored.
	197	+ *
	198	+ * Split out so a caller that wrapped createResponse(..., $silently = true) in
	199	+ * a transaction can fire them once the rows are committed: the customer
	200	+ * email must not leave for a reply that is about to be rolled back.
	201	+ *
	202	+ * @param Conversation $createdResponse
	203	+ * @param \FluentSupport\App\Models\Ticket $ticket
	204	+ * @param \FluentSupport\App\Models\Person $person
	205	+ * @param bool $closed The response closed the ticket.
	206	+ * @param bool $agentAdded The response assigned the ticket to $person.
	207	+ * @param int $previousAgentId
	208	+ * @param array $updateData
	209	+ * @return array $updateData, with 'agent' when the assignment hook fired.
	210	+ */
	211	+ public function fireResponseHooks($createdResponse, $ticket, $person, $closed, $agentAdded = false, $previousAgentId = 0, $updateData = [])
	212	+ {
	213	+ $convoType = $createdResponse->conversation_type;
	214	+
177	215	if ($agentAdded) {
178	216	$assigner = Helper::getCurrentAgent();
179	217	$ticket->load('agent');
180	218
181	219	/*
182		- * Action on ticket assign to an agent
	220	+ * Fires when a ticket is assigned to an agent.
183	221	*
184	222	* @since v1.0.0
185	223	* @param object $person
186	224	* @param object $ticket
187	225	* @param object $assigner
	226	+ * @param int $previousAgentId
188	227	*/
189		- do_action('fluent_support/agent_assigned_to_ticket', $person, $ticket, $assigner);
	228	+ do_action('fluent_support/agent_assigned_to_ticket', $person, $ticket, $assigner, $previousAgentId);
190	229	$updateData['agent'] = $ticket->agent;
191	230	}
192	231
193	232	/*
194		- * Action on conversation
	233	+ * Fires after a response or note is added.
195	234	*
196	235	* @since v1.0.0
197	236	* @param string $convoType
198	237	* @param string $personType
		@@ -204,9 +243,9 @@
204	243
205	244
206	245	if ($closed) {
207	246	/*
208		- * Action on ticket close
	247	+ * Fires when a ticket is closed.
209	248	*
210	249	* @since v1.0.0
211	250	* @param object $ticket
212	251	* @param object $person
		@@ -213,9 +252,9 @@
213	252	*/
214	253	do_action('fluent_support/ticket_closed', $ticket, $person);
215	254
216	255	/*
217		- * Action on ticket close
	256	+ * Fires when a ticket is closed, per closer type.
218	257	*
219	258	* @since v1.0.0
220	259	* @param string $personType
221	260	* @param object $ticket
		@@ -223,11 +262,85 @@
223	262	*/
224	263	do_action('fluent_support/ticket_closed_by_' . $person->person_type, $ticket, $person);
225	264	}
226	265
227		- return [
228		- 'response' => $createdResponse,
229		- 'ticket' => $ticket,
230		- 'update_data' => $updateData
231		- ];
	266	+ return $updateData;
	267	+ }
	268	+
	269	+ /**
	270	+ * Publish a draft reply: it becomes a sent response and the customer is notified.
	271	+ * Shared by the admin "Approve" action and MCP's publish-draft-reply.
	272	+ *
	273	+ * @param \FluentSupport\App\Models\Ticket $ticket
	274	+ * @param \FluentSupport\App\Models\Conversation $response The draft.
	275	+ * @param \FluentSupport\App\Models\Person $person The agent publishing it.
	276	+ * @param string $content Final content, already sanitized.
	277	+ * @return \FluentSupport\App\Models\Conversation
	278	+ */
	279	+ public function publishDraft($ticket, $response, $person, $content)
	280	+ {
	281	+ $resetWaitingSince = apply_filters('fluent_support/reset_waiting_since', true, $content);
	282	+
	283	+ $response->content = $content;
	284	+ $response->conversation_type = 'response';
	285	+ $response->created_at = current_time('mysql');
	286	+ $response->save();
	287	+
	288	+ if ($person->person_type == 'agent' && $ticket->status == 'new') {
	289	+ $ticket->status = 'active';
	290	+ if ($ticket->created_at) {
	291	+ $ticket->first_response_time = strtotime(current_time('mysql')) - strtotime($ticket->created_at);
	292	+ } else {
	293	+ $ticket->first_response_time = 300;
	294	+ }
	295	+ }
	296	+
	297	+ if ($resetWaitingSince) {
	298	+ $ticket->last_agent_response = current_time('mysql');
	299	+ $ticket->waiting_since = current_time('mysql');
	300	+ }
	301	+
	302	+ $ticket->response_count += 1;
	303	+ $ticket->save();
	304	+
	305	+ $author = $response->person_id ? Agent::find($response->person_id) : null;
	306	+ $sender = $author ?: $person;
	307	+
	308	+ do_action('fluent_support/response_added_by_' . $sender->person_type, $response, $ticket, $sender);
	309	+
	310	+ return $response;
	311	+ }
	312	+
	313	+ /**
	314	+ * @deprecated 2.4.1 Replies no longer carry the signature. Email templates add it
	315	+ * with {{agent.signature}}, so the template decides the sign-off.
	316	+ */
	317	+ public function maybeAppendSignature($content, $person)
	318	+ {
	319	+ $signature = self::getAppendedSignature($person);
	320	+
	321	+ if ($signature === '') {
	322	+ return $content;
	323	+ }
	324	+
	325	+ return $content . '<div class="fs_agent_signature">' . $signature . '</div>';
	326	+ }
	327	+
	328	+ /**
	329	+ * The signature appended to this agent's replies, or '' when none is.
	330	+ *
	331	+ * @param \FluentSupport\App\Models\Person $person
	332	+ * @return string HTML
	333	+ */
	334	+ public static function getAppendedSignature($person)
	335	+ {
	336	+ if (!$person || $person->getMeta('agent_signature_enabled', 'no') !== 'yes') {
	337	+ return '';
	338	+ }
	339	+
	340	+ $signature = (string) $person->getMeta('agent_signature', '');
	341	+ $hasText = !empty(trim(strip_tags($signature)));
	342	+ $hasImage = (bool) preg_match('/<img[\s>]/i', $signature);
	343	+
	344	+ return ($hasText || $hasImage) ? $signature : '';
232	345	}
233	346	}