| @@ -1,25 +1,49 @@ | ||
| 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 | -use FluentSupport\Framework\Response\Response; | |
| 8 | +use FluentSupport\App\Services\Helper; | |
| 9 | +use FluentSupport\App\Services\Includes\UploadService; | |
| 8 | 10 | use FluentSupport\Framework\Support\Arr; |
| 9 | 11 | |
| 10 | 12 | class ResponseService |
| 11 | 13 | { |
| 12 | - public function createResponse($data, $person, $ticket) | |
| 14 | + /** | |
| 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 $silently Skip the assignment/response/close hooks. | |
| 21 | + * @return array|false | |
| 22 | + */ | |
| 23 | + public function createResponse($data, $person, $ticket, $silently = false) | |
| 13 | 24 | { |
| 14 | 25 | if (empty($data['content'])) { |
| 15 | 26 | return false; |
| 16 | 27 | } |
| 17 | 28 | |
| 29 | + $cc_emails = Arr::get($data, 'cc_emails', []); | |
| 30 | + | |
| 31 | + $informationalReply = Arr::get($data, 'informational_reply', false); | |
| 32 | + if ($person->person_type == 'agent') { | |
| 33 | + $data['content'] = apply_filters('fluent_support/parse_smartcode_data', $data['content'], [ | |
| 34 | + 'customer' => $ticket->customer, | |
| 35 | + 'agent' => $person | |
| 36 | + ]); | |
| 37 | + } | |
| 38 | + | |
| 18 | 39 | $convoType = Arr::get($data, 'conversation_type', 'response'); |
| 19 | 40 | |
| 20 | - $content = wp_unslash(wp_kses_post($data['content'])); | |
| 21 | - | |
| 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']); | |
| 44 | + $resetWaitingSince = apply_filters('fluent_support/reset_waiting_since', true, $content); | |
| 45 | + $content = apply_filters('fluent_support/response_content_before_use_anywhere', $content); | |
| 22 | 46 | $response = [ |
| 23 | 47 | 'person_id' => $person->id, |
| 24 | 48 | 'ticket_id' => $ticket->id, |
| 25 | 49 | 'conversation_type' => $convoType, |
| @@ -27,9 +51,9 @@ | ||
| 27 | 51 | 'source' => Arr::get($data, 'source', 'web'), |
| 28 | 52 | 'content_hash' => md5($content) |
| 29 | 53 | ]; |
| 30 | 54 | |
| 31 | - if(!empty($data['message_id'])) { | |
| 55 | + if (!empty($data['message_id'])) { | |
| 32 | 56 | $response['message_id'] = sanitize_text_field($data['message_id']); |
| 33 | 57 | } |
| 34 | 58 | |
| 35 | 59 | $response = apply_filters('fluent_support/new_' . $person->person_type . '_' . $convoType, $response, $ticket, $person); |
| @@ -34,20 +58,20 @@ | ||
| 34 | 58 | |
| 35 | 59 | $response = apply_filters('fluent_support/new_' . $person->person_type . '_' . $convoType, $response, $ticket, $person); |
| 36 | 60 | |
| 37 | 61 | $createdResponse = \FluentSupport\App\Models\Conversation::create($response); |
| 38 | - $createdResponse->load('person'); | |
| 39 | 62 | |
| 40 | - if ($attachments = Arr::get($data, 'attachments', [])) { | |
| 41 | - Attachment::where('ticket_id', $ticket->id) | |
| 42 | - ->whereIn('file_hash', $attachments) | |
| 43 | - ->update([ | |
| 44 | - 'conversation_id' => $createdResponse->id, | |
| 45 | - 'status' => 'active' | |
| 46 | - ]); | |
| 47 | - $createdResponse->load('attachments'); | |
| 63 | + if (!empty($cc_emails)) { | |
| 64 | + $createdResponse->updateSettingsValue('cc_email', $cc_emails); | |
| 65 | + | |
| 66 | + // Keep a running list of every CC'd address on the ticket. | |
| 67 | + $existingCcEmails = $ticket->getSettingsValue('all_cc_email', []); | |
| 68 | + $newData = array_merge($existingCcEmails, $cc_emails); | |
| 69 | + $ticket->updateSettingsValue('all_cc_email', array_unique($newData)); | |
| 48 | 70 | } |
| 49 | 71 | |
| 72 | + $createdResponse->load('person'); | |
| 73 | + | |
| 50 | 74 | if ($person->person_type == 'agent' && $ticket->status == 'new' && $convoType == 'response') { |
| 51 | 75 | $ticket->status = 'active'; |
| 52 | 76 | if ($ticket->created_at) { |
| 53 | 77 | $ticket->first_response_time = strtotime(current_time('mysql')) - strtotime($ticket->created_at); |
| @@ -56,8 +80,9 @@ | ||
| 56 | 80 | } |
| 57 | 81 | } |
| 58 | 82 | |
| 59 | 83 | $agentAdded = false; |
| 84 | + $previousAgentId = (int) $ticket->agent_id; | |
| 60 | 85 | $updateData = []; |
| 61 | 86 | |
| 62 | 87 | if ($person->person_type == 'agent') { |
| 63 | 88 | if (!$ticket->agent_id && $convoType == 'response') { |
| @@ -68,10 +93,12 @@ | ||
| 68 | 93 | ]; |
| 69 | 94 | } |
| 70 | 95 | |
| 71 | 96 | if ($convoType == 'response') { |
| 72 | - $ticket->last_agent_response = current_time('mysql'); | |
| 73 | - $ticket->waiting_since = current_time('mysql'); | |
| 97 | + if ($resetWaitingSince && !$informationalReply) { | |
| 98 | + $ticket->last_agent_response = current_time('mysql'); | |
| 99 | + $ticket->waiting_since = current_time('mysql'); | |
| 100 | + } | |
| 74 | 101 | } |
| 75 | 102 | } else { |
| 76 | 103 | |
| 77 | 104 | if ($ticket->last_agent_response && strtotime($ticket->last_agent_response) > strtotime($ticket->last_customer_response)) { |
| @@ -80,9 +107,11 @@ | ||
| 80 | 107 | |
| 81 | 108 | $ticket->last_customer_response = current_time('mysql'); |
| 82 | 109 | } |
| 83 | 110 | |
| 84 | - $ticket->response_count += 1; | |
| 111 | + if ($convoType == 'response') { | |
| 112 | + $ticket->response_count += 1; | |
| 113 | + } | |
| 85 | 114 | |
| 86 | 115 | $closed = false; |
| 87 | 116 | if (Arr::get($data, 'close_ticket') == 'yes' && $ticket->status != 'closed') { |
| 88 | 117 | $ticket->status = 'closed'; |
| @@ -89,35 +118,229 @@ | ||
| 89 | 118 | $ticket->resolved_at = current_time('mysql'); |
| 90 | 119 | $ticket->closed_by = $person->id; |
| 91 | 120 | $ticket->total_close_time = current_time('timestamp') - strtotime($ticket->created_at); |
| 92 | 121 | $closed = true; |
| 93 | - Conversation::create([ | |
| 94 | - 'ticket_id' => $ticket->id, | |
| 95 | - 'person_id' => $person->id, | |
| 96 | - 'conversation_type' => 'internal_info', | |
| 97 | - 'content' => __('Ticket has been closed', 'fluent-support') | |
| 98 | - ]); | |
| 122 | + | |
| 123 | + $internalNote = __('Ticket has been closed', 'fluent-support'); | |
| 124 | + | |
| 125 | + $internalNote = apply_filters('fluent_support/ticket_close_internal_note', $internalNote, $ticket); | |
| 126 | + | |
| 127 | + if ($internalNote) { | |
| 128 | + Conversation::create([ | |
| 129 | + 'ticket_id' => $ticket->id, | |
| 130 | + 'person_id' => $person->id, | |
| 131 | + 'conversation_type' => 'internal_info', | |
| 132 | + 'content' => $internalNote | |
| 133 | + ]); | |
| 134 | + } | |
| 99 | 135 | } |
| 100 | 136 | |
| 101 | 137 | $ticket->save(); |
| 102 | 138 | |
| 139 | + Helper::tempImageMoveUploadDir($ticket->id, 'conversation', $createdResponse->id, $person->id); | |
| 140 | + | |
| 141 | + // Finalize files uploaded ahead of the response (status in-active). | |
| 142 | + if ($attachmentHashes = Arr::get($data, 'attachments', [])) { | |
| 143 | + $attachments = Attachment::where('ticket_id', $ticket->id) | |
| 144 | + ->whereIn('file_hash', $attachmentHashes) | |
| 145 | + ->where('status', 'in-active') | |
| 146 | + ->get(); | |
| 147 | + | |
| 148 | + if (!$attachments->isEmpty()) { | |
| 149 | + $storageDriver = Helper::getUploadDriverKey(); | |
| 150 | + foreach ($attachments as $attachment) { | |
| 151 | + if ($storageDriver != 'local') { | |
| 152 | + do_action_ref_array('fluent_support/finalize_file_upload_' . $storageDriver, [&$attachment, $ticket->id]); | |
| 153 | + } | |
| 154 | + | |
| 155 | + if ($attachment->driver == 'local') { | |
| 156 | + $newFileInfo = UploadService::copyFileTicketFolder($attachment->file_path, $ticket->id); | |
| 157 | + if ($newFileInfo && !empty($newFileInfo['file_path'])) { | |
| 158 | + $attachment->file_path = $newFileInfo['file_path']; | |
| 159 | + $attachment->full_url = $newFileInfo['url']; | |
| 160 | + } | |
| 161 | + } | |
| 162 | + | |
| 163 | + $attachment->ticket_id = $ticket->id; | |
| 164 | + $attachment->person_id = $createdResponse->person_id; | |
| 165 | + $attachment->conversation_id = $createdResponse->id; | |
| 166 | + $attachment->status = 'active'; | |
| 167 | + $attachment->save(); | |
| 168 | + } | |
| 169 | + $createdResponse->load('attachments'); | |
| 170 | + } | |
| 171 | + } | |
| 172 | + | |
| 173 | + if ($silently) { | |
| 174 | + // The caller fires the hooks itself (fireResponseHooks()), e.g. after | |
| 175 | + // its transaction commits; 'closed' / 'agent_added' tell it what happened. | |
| 176 | + return [ | |
| 177 | + 'response' => $createdResponse, | |
| 178 | + 'ticket' => $ticket, | |
| 179 | + 'update_data' => $updateData, | |
| 180 | + 'closed' => $closed, | |
| 181 | + 'agent_added' => $agentAdded, | |
| 182 | + 'previous_agent_id' => $previousAgentId, | |
| 183 | + ]; | |
| 184 | + } | |
| 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 = $createdResponse->conversation_type; | |
| 214 | + | |
| 103 | 215 | if ($agentAdded) { |
| 216 | + $assigner = Helper::getCurrentAgent(); | |
| 104 | 217 | $ticket->load('agent'); |
| 105 | - do_action('fluent_support/agent_assigned_to_ticket', $person, $ticket); | |
| 218 | + | |
| 219 | + /* | |
| 220 | + * Fires when a ticket is assigned to an agent. | |
| 221 | + * | |
| 222 | + * @since v1.0.0 | |
| 223 | + * @param object $person | |
| 224 | + * @param object $ticket | |
| 225 | + * @param object $assigner | |
| 226 | + * @param int $previousAgentId | |
| 227 | + */ | |
| 228 | + do_action('fluent_support/agent_assigned_to_ticket', $person, $ticket, $assigner, $previousAgentId); | |
| 106 | 229 | $updateData['agent'] = $ticket->agent; |
| 107 | 230 | } |
| 108 | 231 | |
| 232 | + /* | |
| 233 | + * Fires after a response or note is added. | |
| 234 | + * | |
| 235 | + * @since v1.0.0 | |
| 236 | + * @param string $convoType | |
| 237 | + * @param string $personType | |
| 238 | + * @param object $createdResponse | |
| 239 | + * @param object $ticket | |
| 240 | + * @param object $person | |
| 241 | + */ | |
| 109 | 242 | do_action('fluent_support/' . $convoType . '_added_by_' . $person->person_type, $createdResponse, $ticket, $person); |
| 110 | 243 | |
| 111 | 244 | |
| 112 | 245 | if ($closed) { |
| 246 | + /* | |
| 247 | + * Fires when a ticket is closed. | |
| 248 | + * | |
| 249 | + * @since v1.0.0 | |
| 250 | + * @param object $ticket | |
| 251 | + * @param object $person | |
| 252 | + */ | |
| 113 | 253 | do_action('fluent_support/ticket_closed', $ticket, $person); |
| 254 | + | |
| 255 | + /* | |
| 256 | + * Fires when a ticket is closed, per closer type. | |
| 257 | + * | |
| 258 | + * @since v1.0.0 | |
| 259 | + * @param string $personType | |
| 260 | + * @param object $ticket | |
| 261 | + * @param object $person | |
| 262 | + */ | |
| 114 | 263 | do_action('fluent_support/ticket_closed_by_' . $person->person_type, $ticket, $person); |
| 115 | 264 | } |
| 116 | 265 | |
| 117 | - return [ | |
| 118 | - 'response' => $createdResponse, | |
| 119 | - 'ticket' => $ticket, | |
| 120 | - 'update_data' => $updateData | |
| 121 | - ]; | |
| 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 : ''; | |
| 122 | 345 | } |
| 123 | 346 | } |
