| @@ -1,17 +1,24 @@ | ||
| 1 | 1 | <?php |
| 2 | 2 | |
| 3 | 3 | namespace FluentSupport\App\Modules\MCP\Tools; |
| 4 | 4 | |
| 5 | +use FluentSupport\App\Models\Conversation; | |
| 5 | 6 | use FluentSupport\App\Models\SavedReply; |
| 6 | 7 | use FluentSupport\App\Models\Ticket; |
| 7 | 8 | use FluentSupport\App\Modules\MCP\Helpers\MCPHelper; |
| 9 | +use FluentSupport\App\Modules\MCP\Support\AbilityGuard; | |
| 10 | +use FluentSupport\App\Modules\MCP\Support\AttachmentStager; | |
| 8 | 11 | use FluentSupport\App\Modules\MCP\Support\TicketAccessGuard; |
| 9 | 12 | use FluentSupport\App\Modules\PermissionManager; |
| 10 | 13 | use FluentSupport\App\Services\Tickets\ResponseService; |
| 14 | +use FluentSupport\App\Services\Tickets\TicketService; | |
| 11 | 15 | |
| 12 | 16 | class ResponseTools |
| 13 | 17 | { |
| 18 | + /** Seconds within which an identical MCP reply is treated as a retry, not a new reply. */ | |
| 19 | + const DUPLICATE_WINDOW = 600; | |
| 20 | + | |
| 14 | 21 | public static function listSavedReplies($params) |
| 15 | 22 | { |
| 16 | 23 | $agent = MCPHelper::resolveAgent(); |
| 17 | 24 | if (!$agent) { |
| @@ -44,135 +51,14 @@ | ||
| 44 | 51 | ['total' => $count] |
| 45 | 52 | ); |
| 46 | 53 | } |
| 47 | 54 | |
| 48 | - public static function createSavedReply($params) | |
| 49 | - { | |
| 50 | - $agent = MCPHelper::resolveAgent(); | |
| 51 | - if (!$agent) { | |
| 52 | - return MCPHelper::error('unauthorized', __('No agent found for current user', 'fluent-support')); | |
| 53 | - } | |
| 54 | - | |
| 55 | - $title = sanitize_text_field($params['title'] ?? ''); | |
| 56 | - $hasContent = isset($params['content']) && $params['content'] !== ''; | |
| 57 | - if ($title === '' || !$hasContent) { | |
| 58 | - return MCPHelper::error('invalid_param', __('title and content are required', 'fluent-support'), ['fields' => ['title', 'content']]); | |
| 59 | - } | |
| 60 | - | |
| 61 | - $productId = null; | |
| 62 | - if (array_key_exists('product_id', $params) && $params['product_id'] !== null && $params['product_id'] !== '') { | |
| 63 | - $productId = (int) $params['product_id']; | |
| 64 | - if (!\FluentSupport\App\Models\Product::find($productId)) { | |
| 65 | - return MCPHelper::error('invalid_param', __('The specified product does not exist', 'fluent-support'), ['fields' => ['product_id'], 'next_step' => 'Use get-support-context to see available products and their IDs']); | |
| 66 | - } | |
| 67 | - } | |
| 68 | - | |
| 69 | - $format = $params['content_format'] ?? 'markdown'; | |
| 70 | - $content = wp_kses_post(MCPHelper::processContent($params['content'], $format)); | |
| 71 | - | |
| 72 | - $reply = SavedReply::create([ | |
| 73 | - 'created_by' => $agent->id, | |
| 74 | - 'title' => $title, | |
| 75 | - 'content' => $content, | |
| 76 | - 'product_id' => $productId, | |
| 77 | - ]); | |
| 78 | - | |
| 79 | - return MCPHelper::envelope( | |
| 80 | - sprintf(__('Saved reply "%s" created', 'fluent-support'), $title), | |
| 81 | - ['saved_reply' => self::formatSavedReply($reply)] | |
| 82 | - ); | |
| 83 | - } | |
| 84 | - | |
| 85 | - public static function updateSavedReply($params) | |
| 86 | - { | |
| 87 | - $agent = MCPHelper::resolveAgent(); | |
| 88 | - if (!$agent) { | |
| 89 | - return MCPHelper::error('unauthorized', __('No agent found for current user', 'fluent-support')); | |
| 90 | - } | |
| 91 | - | |
| 92 | - $id = (int) ($params['id'] ?? 0); | |
| 93 | - if (!$id) { | |
| 94 | - return MCPHelper::error('invalid_param', __('id is required', 'fluent-support'), ['fields' => ['id']]); | |
| 95 | - } | |
| 96 | - | |
| 97 | - $reply = SavedReply::find($id); | |
| 98 | - if (!$reply) { | |
| 99 | - return MCPHelper::error('not_found', __('Saved reply not found', 'fluent-support'), ['next_step' => 'Use list-saved-replies to find valid IDs']); | |
| 100 | - } | |
| 101 | - | |
| 102 | - if ((int) $reply->created_by !== (int) $agent->id && !PermissionManager::currentUserCan('fst_manage_settings')) { | |
| 103 | - return MCPHelper::error('forbidden', __('You do not have permission to update this saved reply', 'fluent-support'), ['retryable' => false]); | |
| 104 | - } | |
| 105 | - | |
| 106 | - if (array_key_exists('title', $params)) { | |
| 107 | - $title = sanitize_text_field($params['title']); | |
| 108 | - if ($title === '') { | |
| 109 | - return MCPHelper::error('invalid_param', __('title cannot be empty', 'fluent-support'), ['fields' => ['title']]); | |
| 110 | - } | |
| 111 | - $reply->title = $title; | |
| 112 | - } | |
| 113 | - | |
| 114 | - if (array_key_exists('content', $params)) { | |
| 115 | - if ($params['content'] === '' || $params['content'] === null) { | |
| 116 | - return MCPHelper::error('invalid_param', __('content cannot be empty', 'fluent-support'), ['fields' => ['content']]); | |
| 117 | - } | |
| 118 | - $format = $params['content_format'] ?? 'markdown'; | |
| 119 | - $reply->content = wp_kses_post(MCPHelper::processContent($params['content'], $format)); | |
| 120 | - } | |
| 121 | - | |
| 122 | - if (array_key_exists('product_id', $params)) { | |
| 123 | - if ($params['product_id'] === null || $params['product_id'] === '') { | |
| 124 | - $reply->product_id = null; | |
| 125 | - } else { | |
| 126 | - $productId = (int) $params['product_id']; | |
| 127 | - if (!\FluentSupport\App\Models\Product::find($productId)) { | |
| 128 | - return MCPHelper::error('invalid_param', __('The specified product does not exist', 'fluent-support'), ['fields' => ['product_id'], 'next_step' => 'Use get-support-context to see available products and their IDs']); | |
| 129 | - } | |
| 130 | - $reply->product_id = $productId; | |
| 131 | - } | |
| 132 | - } | |
| 133 | - | |
| 134 | - $reply->save(); | |
| 135 | - | |
| 136 | - return MCPHelper::envelope( | |
| 137 | - sprintf(__('Saved reply "%s" updated', 'fluent-support'), $reply->title), | |
| 138 | - ['saved_reply' => self::formatSavedReply($reply)] | |
| 139 | - ); | |
| 140 | - } | |
| 141 | - | |
| 142 | - public static function deleteSavedReply($params) | |
| 143 | - { | |
| 144 | - $agent = MCPHelper::resolveAgent(); | |
| 145 | - if (!$agent) { | |
| 146 | - return MCPHelper::error('unauthorized', __('No agent found for current user', 'fluent-support')); | |
| 147 | - } | |
| 148 | - | |
| 149 | - $id = (int) ($params['id'] ?? 0); | |
| 150 | - if (!$id) { | |
| 151 | - return MCPHelper::error('invalid_param', __('id is required', 'fluent-support'), ['fields' => ['id']]); | |
| 152 | - } | |
| 153 | - | |
| 154 | - $reply = SavedReply::find($id); | |
| 155 | - if (!$reply) { | |
| 156 | - return MCPHelper::error('not_found', __('Saved reply not found', 'fluent-support'), ['next_step' => 'Use list-saved-replies to find valid IDs']); | |
| 157 | - } | |
| 158 | - | |
| 159 | - if ((int) $reply->created_by !== (int) $agent->id && !PermissionManager::currentUserCan('fst_manage_settings')) { | |
| 160 | - return MCPHelper::error('forbidden', __('You do not have permission to delete this saved reply', 'fluent-support'), ['retryable' => false]); | |
| 161 | - } | |
| 162 | - | |
| 163 | - $title = $reply->title; | |
| 164 | - $reply->delete(); | |
| 165 | - | |
| 166 | - return MCPHelper::envelope(sprintf(__('Saved reply "%s" deleted', 'fluent-support'), $title), ['id' => $id]); | |
| 167 | - } | |
| 168 | - | |
| 169 | 55 | private static function formatSavedReply($reply) |
| 170 | 56 | { |
| 171 | 57 | return [ |
| 172 | 58 | 'id' => $reply->id, |
| 173 | 59 | 'title' => $reply->title, |
| 174 | - 'content' => MCPHelper::htmlToText($reply->content), | |
| 60 | + 'content' => MCPHelper::htmlToMarkdown($reply->content), | |
| 175 | 61 | 'product_id' => $reply->product_id, |
| 176 | 62 | ]; |
| 177 | 63 | } |
| 178 | 64 | |
| @@ -217,16 +103,55 @@ | ||
| 217 | 103 | if ($err = TicketAccessGuard::assert($ticket)) { |
| 218 | 104 | return $err; |
| 219 | 105 | } |
| 220 | 106 | |
| 221 | - if ($ticket->status === 'closed') { | |
| 107 | + // Draft-only agents (fst_draft_reply without manage permissions) can | |
| 108 | + // only save drafts, the same as in the ticket view. | |
| 109 | + $draftOnly = !PermissionManager::userCan(AbilityGuard::MANAGE_TICKET_CAPS); | |
| 110 | + $isDraft = $draftOnly || !empty($params['draft']); | |
| 111 | + | |
| 112 | + // The flag only applies while the reply is sent; a draft is sent later. | |
| 113 | + if ($isDraft && !empty($params['informational'])) { | |
| 222 | 114 | return MCPHelper::error( |
| 223 | - 'ticket_closed', | |
| 224 | - __('Cannot reply to a closed ticket. Reopen it first, then reply.', 'fluent-support'), | |
| 225 | - ['next_step' => 'Call reopen-ticket to reopen this ticket before replying', 'retryable' => false] | |
| 115 | + 'invalid_param', | |
| 116 | + __('A draft reply cannot be informational', 'fluent-support'), | |
| 117 | + ['fields' => ['informational', 'draft'], 'next_step' => 'Send the reply without draft, or drop informational'] | |
| 226 | 118 | ); |
| 227 | 119 | } |
| 228 | 120 | |
| 121 | + // Clients retry when a response is lost, and a retry must not email the | |
| 122 | + // customer twice. Same agent, ticket and request within the window = retry. | |
| 123 | + $requestHash = self::requestHash($ticket, $content, $params, $isDraft); | |
| 124 | + if ($duplicate = self::findDuplicateReply($ticket, $agent, $requestHash)) { | |
| 125 | + return MCPHelper::envelope( | |
| 126 | + /* translators: %d is the ticket ID */ | |
| 127 | + sprintf(__('This reply was already added to ticket #%d a moment ago, so it was not sent again.', 'fluent-support'), $ticket->id), | |
| 128 | + [ | |
| 129 | + 'response' => [ | |
| 130 | + 'id' => $duplicate->id, | |
| 131 | + 'content' => MCPHelper::htmlToMarkdown($duplicate->content), | |
| 132 | + 'type' => $duplicate->conversation_type, | |
| 133 | + 'created_at' => MCPHelper::toIso8601($duplicate->created_at), | |
| 134 | + ], | |
| 135 | + 'ticket_status' => $ticket->status, | |
| 136 | + 'duplicate' => true, | |
| 137 | + ] | |
| 138 | + ); | |
| 139 | + } | |
| 140 | + | |
| 141 | + $attachments = AttachmentStager::stage($params['attachments'] ?? null, $ticket, $agent); | |
| 142 | + if (is_wp_error($attachments)) { | |
| 143 | + return $attachments; | |
| 144 | + } | |
| 145 | + | |
| 146 | + if ($isDraft) { | |
| 147 | + return self::saveDraftReply($ticket, $agent, $content, $params, $draftOnly, $requestHash, $attachments); | |
| 148 | + } | |
| 149 | + | |
| 150 | + // Replying to a closed ticket reopens it, unless close_ticket is set: | |
| 151 | + // then the reply goes out and the ticket simply stays closed. | |
| 152 | + $reopen = $ticket->status === 'closed' && empty($params['close_ticket']); | |
| 153 | + | |
| 229 | 154 | // Resolve assignment intent so assign + reply happen in one call. |
| 230 | 155 | // Explicit assignee_id requires fst_assign_agents (resolveAssignmentTarget). |
| 231 | 156 | // Otherwise, replying to an unassigned ticket takes ownership (self), |
| 232 | 157 | // which needs no extra permission. A ticket already assigned to someone |
| @@ -250,62 +175,111 @@ | ||
| 250 | 175 | if (!empty($params['close_ticket'])) { |
| 251 | 176 | $data['close_ticket'] = 'yes'; |
| 252 | 177 | } |
| 253 | 178 | |
| 179 | + // A holding reply ("we've escalated this"): sent as usual, but the ticket | |
| 180 | + // keeps waiting on an agent (waiting_on stays "agent"). | |
| 181 | + if (!empty($params['informational'])) { | |
| 182 | + $data['informational_reply'] = true; | |
| 183 | + } | |
| 184 | + | |
| 185 | + if ($attachments) { | |
| 186 | + $data['attachments'] = $attachments; | |
| 187 | + } | |
| 188 | + | |
| 254 | 189 | // Assign + reply (+ optional close) must be atomic: a failure in the |
| 255 | - // reply rolls back the assignment too. The assignment notification side | |
| 256 | - // effects (email/webhooks) are deferred until AFTER the transaction | |
| 257 | - // commits — firing them inside the transaction would leak an | |
| 258 | - // "assigned to you" email even when the reply fails and the assignment | |
| 259 | - // is rolled back. | |
| 190 | + // reply rolls back the assignment too. Every notification side effect | |
| 191 | + // (assignment, the reply email, close) is deferred until AFTER the | |
| 192 | + // transaction commits — firing them inside would leak an email for a | |
| 193 | + // reply that is then rolled back, and a retry of that reply would find | |
| 194 | + // no request hash and email the customer again. | |
| 260 | 195 | $result = null; |
| 261 | 196 | $assigned = false; |
| 262 | 197 | $previousAgentId = $ticket->agent_id; |
| 263 | 198 | try { |
| 264 | - (new Ticket())->getConnection()->transaction(function () use (&$result, &$assigned, $assignTarget, $ticket, $agent, $data) { | |
| 199 | + (new Ticket())->getConnection()->transaction(function () use (&$result, &$assigned, $assignTarget, $ticket, $agent, $data, $reopen, $requestHash) { | |
| 200 | + if ($reopen) { | |
| 201 | + (new TicketService())->reopen($ticket, $agent, true); | |
| 202 | + } | |
| 203 | + | |
| 265 | 204 | if ($assignTarget) { |
| 266 | 205 | $assigned = MCPHelper::applyAgentAssignment($ticket, $assignTarget, $agent, true); |
| 267 | 206 | } |
| 268 | 207 | |
| 269 | - $result = (new ResponseService())->createResponse($data, $agent, $ticket); | |
| 208 | + $result = (new ResponseService())->createResponse($data, $agent, $ticket, true); | |
| 270 | 209 | |
| 271 | 210 | if (!$result) { |
| 272 | - throw new \Exception('reply_failed'); // roll back the assignment | |
| 211 | + throw new \Exception('reply_failed'); // roll back the reopen and assignment | |
| 273 | 212 | } |
| 213 | + | |
| 214 | + $result['response']->updateSettingsValue('mcp_request_hash', $requestHash); | |
| 274 | 215 | }); |
| 275 | 216 | } catch (\Throwable $e) { |
| 276 | 217 | return MCPHelper::error('failed', __('Failed to create response', 'fluent-support'), ['retryable' => true]); |
| 277 | 218 | } |
| 278 | 219 | |
| 279 | - // Reply + assignment committed — now fire the assignment side effects. | |
| 220 | + // Reply, reopen and assignment committed. Now fire their side effects, | |
| 221 | + // in the order the ticket view produces them: reopened, assigned, replied, closed. | |
| 222 | + if ($reopen) { | |
| 223 | + (new TicketService())->fireReopenHooks($ticket, $agent); | |
| 224 | + } | |
| 225 | + | |
| 280 | 226 | if ($assigned) { |
| 281 | 227 | $ticket->load('agent'); |
| 282 | 228 | MCPHelper::fireAgentAssignmentSideEffects($ticket, $agent, $previousAgentId); |
| 283 | 229 | } |
| 284 | 230 | |
| 231 | + (new ResponseService())->fireResponseHooks($result['response'], $result['ticket'], $agent, $result['closed']); | |
| 232 | + | |
| 285 | 233 | $ticketStatus = $result['ticket']->status; |
| 286 | 234 | |
| 287 | - $assignNote = ''; | |
| 288 | - if ($assigned) { | |
| 289 | - $assignNote = ((int) $assignTarget->id === (int) $agent->id) | |
| 290 | - ? __(' and assigned to you', 'fluent-support') | |
| 291 | - : sprintf(__(' and assigned to %s', 'fluent-support'), MCPHelper::personName($assignTarget)); | |
| 235 | + $isClosed = $ticketStatus === 'closed'; | |
| 236 | + | |
| 237 | + if (!$assigned) { | |
| 238 | + $summary = $isClosed | |
| 239 | + /* translators: %d is the ticket ID */ | |
| 240 | + ? sprintf(__('Reply sent and ticket #%d closed', 'fluent-support'), $ticketId) | |
| 241 | + /* translators: %d is the ticket ID */ | |
| 242 | + : sprintf(__('Reply added to ticket #%d', 'fluent-support'), $ticketId); | |
| 243 | + } elseif ((int) $assignTarget->id === (int) $agent->id) { | |
| 244 | + $summary = $isClosed | |
| 245 | + /* translators: %d is the ticket ID */ | |
| 246 | + ? sprintf(__('Reply sent, ticket #%d closed and assigned to you', 'fluent-support'), $ticketId) | |
| 247 | + /* translators: %d is the ticket ID */ | |
| 248 | + : sprintf(__('Reply added to ticket #%d and assigned to you', 'fluent-support'), $ticketId); | |
| 249 | + } else { | |
| 250 | + $assigneeName = MCPHelper::personName($assignTarget); | |
| 251 | + $summary = $isClosed | |
| 252 | + /* translators: %1$d is the ticket ID, %2$s is the assigned agent's name */ | |
| 253 | + ? sprintf(__('Reply sent, ticket #%1$d closed and assigned to %2$s', 'fluent-support'), $ticketId, $assigneeName) | |
| 254 | + /* translators: %1$d is the ticket ID, %2$s is the assigned agent's name */ | |
| 255 | + : sprintf(__('Reply added to ticket #%1$d and assigned to %2$s', 'fluent-support'), $ticketId, $assigneeName); | |
| 292 | 256 | } |
| 293 | 257 | |
| 294 | - $summary = $ticketStatus === 'closed' | |
| 295 | - ? sprintf(__('Reply sent and ticket #%d closed', 'fluent-support'), $ticketId) . $assignNote | |
| 296 | - : sprintf(__('Reply added to ticket #%d', 'fluent-support'), $ticketId) . $assignNote; | |
| 258 | + if ($reopen) { | |
| 259 | + /* translators: %d is the ticket ID */ | |
| 260 | + $summary = sprintf(__('Ticket #%d was closed and has been reopened.', 'fluent-support'), $ticketId) . ' ' . $summary; | |
| 261 | + } | |
| 297 | 262 | |
| 298 | 263 | $payload = [ |
| 299 | 264 | 'response' => [ |
| 300 | 265 | 'id' => $result['response']->id, |
| 301 | - 'content' => MCPHelper::htmlToText($result['response']->content), | |
| 266 | + 'content' => MCPHelper::htmlToMarkdown($result['response']->content), | |
| 302 | 267 | 'type' => $result['response']->conversation_type, |
| 303 | 268 | 'created_at' => MCPHelper::toIso8601($result['response']->created_at), |
| 304 | 269 | ], |
| 305 | 270 | 'ticket_status' => $ticketStatus, |
| 271 | + 'reopened' => $reopen, | |
| 306 | 272 | ]; |
| 307 | 273 | |
| 274 | + if (!empty($params['informational'])) { | |
| 275 | + $payload['informational'] = true; | |
| 276 | + } | |
| 277 | + | |
| 278 | + if ($attachments) { | |
| 279 | + $payload['response']['attachments'] = self::attachmentTitles($result['response']); | |
| 280 | + } | |
| 281 | + | |
| 308 | 282 | if ($assigned) { |
| 309 | 283 | $payload['assigned_to'] = [ |
| 310 | 284 | 'id' => (int) $assignTarget->id, |
| 311 | 285 | 'name' => MCPHelper::personName($assignTarget), |
| @@ -314,8 +288,353 @@ | ||
| 314 | 288 | |
| 315 | 289 | return MCPHelper::envelope($summary, $payload); |
| 316 | 290 | } |
| 317 | 291 | |
| 292 | + /** | |
| 293 | + * Save an unsent reply for a human to review and approve in the ticket view. | |
| 294 | + * Nothing reaches the customer, and status and assignee don't change. | |
| 295 | + */ | |
| 296 | + private static function saveDraftReply(Ticket $ticket, $agent, $content, $params, $draftOnly, $requestHash, $attachments = []) | |
| 297 | + { | |
| 298 | + $conflicts = array_values(array_filter(['close_ticket', 'assignee_id'], function ($field) use ($params) { | |
| 299 | + return !empty($params[$field]); | |
| 300 | + })); | |
| 301 | + | |
| 302 | + if ($conflicts) { | |
| 303 | + return MCPHelper::error( | |
| 304 | + 'invalid_param', | |
| 305 | + $draftOnly | |
| 306 | + ? __('You can only save draft replies, which cannot close or assign the ticket', 'fluent-support') | |
| 307 | + : __('A draft reply cannot close or assign the ticket', 'fluent-support'), | |
| 308 | + ['fields' => $conflicts, 'next_step' => 'Remove close_ticket and assignee_id, or send the reply without draft'] | |
| 309 | + ); | |
| 310 | + } | |
| 311 | + | |
| 312 | + $draft = [ | |
| 313 | + 'content' => $content, | |
| 314 | + 'conversation_type' => 'draft_response', | |
| 315 | + 'source' => 'mcp', | |
| 316 | + ]; | |
| 317 | + | |
| 318 | + if ($attachments) { | |
| 319 | + $draft['attachments'] = $attachments; | |
| 320 | + } | |
| 321 | + | |
| 322 | + $result = (new ResponseService())->createResponse($draft, $agent, $ticket); | |
| 323 | + | |
| 324 | + if (!$result) { | |
| 325 | + return MCPHelper::error('failed', __('Failed to save draft reply', 'fluent-support'), ['retryable' => true]); | |
| 326 | + } | |
| 327 | + | |
| 328 | + $result['response']->updateSettingsValue('mcp_request_hash', $requestHash); | |
| 329 | + | |
| 330 | + return MCPHelper::envelope( | |
| 331 | + $draftOnly | |
| 332 | + /* translators: %d is the ticket ID */ | |
| 333 | + ? sprintf(__('Draft reply saved on ticket #%d. You only have the Draft Reply permission, so your replies are saved as drafts until another agent approves them.', 'fluent-support'), $ticket->id) | |
| 334 | + /* translators: %d is the ticket ID */ | |
| 335 | + : sprintf(__('Draft reply saved on ticket #%d. It is not sent until an agent approves it.', 'fluent-support'), $ticket->id), | |
| 336 | + [ | |
| 337 | + 'response' => [ | |
| 338 | + 'id' => $result['response']->id, | |
| 339 | + 'content' => MCPHelper::htmlToMarkdown($result['response']->content), | |
| 340 | + 'type' => 'draft_response', | |
| 341 | + 'created_at' => MCPHelper::toIso8601($result['response']->created_at), | |
| 342 | + ], | |
| 343 | + 'ticket_status' => $ticket->status, | |
| 344 | + 'draft' => true, | |
| 345 | + 'draft_forced' => $draftOnly, | |
| 346 | + ] | |
| 347 | + ); | |
| 348 | + } | |
| 349 | + | |
| 350 | + /** | |
| 351 | + * @param \FluentSupport\App\Models\Conversation $response | |
| 352 | + * @return array<int, array{id:int, title:string}> | |
| 353 | + */ | |
| 354 | + private static function attachmentTitles($response) | |
| 355 | + { | |
| 356 | + $response->load('attachments'); | |
| 357 | + | |
| 358 | + return $response->attachments->map(function ($attachment) { | |
| 359 | + return ['id' => (int) $attachment->id, 'title' => (string) $attachment->title]; | |
| 360 | + })->values()->toArray(); | |
| 361 | + } | |
| 362 | + | |
| 363 | + /** | |
| 364 | + * Who a note mentions, and whether they get notified: mentions only notify when | |
| 365 | + * internal notifications are on, which the agent can't see otherwise. Null when | |
| 366 | + * the note mentions nobody. | |
| 367 | + * | |
| 368 | + * @param string $content Note HTML. | |
| 369 | + * @return array|null | |
| 370 | + */ | |
| 371 | + private static function mentionReport($content) | |
| 372 | + { | |
| 373 | + $ids = (new \FluentSupport\App\Services\Notifications\MentionParser())->extractMentionIds($content); | |
| 374 | + if (!$ids) { | |
| 375 | + return null; | |
| 376 | + } | |
| 377 | + | |
| 378 | + $agents = \FluentSupport\App\Models\Agent::whereIn('id', $ids)->get(['id', 'first_name', 'last_name'])->keyBy('id'); | |
| 379 | + $settings = new \FluentSupport\App\Services\Notifications\NotificationSettings(); | |
| 380 | + $notifies = $settings->isEnabled() | |
| 381 | + && $settings->isEventEnabled(\FluentSupport\App\Services\Notifications\NotificationEventMap::AGENT_MENTIONED); | |
| 382 | + | |
| 383 | + return [ | |
| 384 | + 'agents' => array_map(function ($id) use ($agents) { | |
| 385 | + $agent = $agents->get($id); | |
| 386 | + return ['agent_id' => (int) $id, 'name' => $agent ? MCPHelper::personName($agent) : null, 'found' => (bool) $agent]; | |
| 387 | + }, $ids), | |
| 388 | + 'notified' => $notifies, | |
| 389 | + 'note' => $notifies | |
| 390 | + ? 'Mentioned agents who can see this ticket get an in-app notification.' | |
| 391 | + : 'Internal notifications are turned off on this site, so nobody is notified. Assign the ticket or ask a person to tell them.', | |
| 392 | + ]; | |
| 393 | + } | |
| 394 | + | |
| 395 | + private static function requestHash(Ticket $ticket, $content, $params, $isDraft) | |
| 396 | + { | |
| 397 | + return md5(wp_json_encode([ | |
| 398 | + (int) $ticket->id, | |
| 399 | + $content, | |
| 400 | + !empty($params['close_ticket']), | |
| 401 | + (bool) $isDraft, | |
| 402 | + (int) ($params['assignee_id'] ?? 0), | |
| 403 | + !empty($params['informational']), | |
| 404 | + AttachmentStager::fingerprint($params['attachments'] ?? null), | |
| 405 | + ])); | |
| 406 | + } | |
| 407 | + | |
| 408 | + /** | |
| 409 | + * A reply this agent made through MCP on this ticket within DUPLICATE_WINDOW | |
| 410 | + * from the same request, or null. | |
| 411 | + * | |
| 412 | + * @return Conversation|null | |
| 413 | + */ | |
| 414 | + private static function findDuplicateReply(Ticket $ticket, $agent, $requestHash) | |
| 415 | + { | |
| 416 | + $model = new Conversation(); | |
| 417 | + $since = $model->freshTimestamp()->modify('-' . self::DUPLICATE_WINDOW . ' seconds'); | |
| 418 | + | |
| 419 | + $recent = Conversation::where('ticket_id', $ticket->id) | |
| 420 | + ->where('person_id', $agent->id) | |
| 421 | + ->where('source', 'mcp') | |
| 422 | + ->whereIn('conversation_type', ['response', 'draft_response']) | |
| 423 | + ->where('created_at', '>=', $model->fromDateTime($since)) | |
| 424 | + ->orderBy('id', 'desc') | |
| 425 | + ->limit(5) | |
| 426 | + ->get(); | |
| 427 | + | |
| 428 | + foreach ($recent as $conversation) { | |
| 429 | + if ($conversation->getSettingsValue('mcp_request_hash') === $requestHash) { | |
| 430 | + return $conversation; | |
| 431 | + } | |
| 432 | + } | |
| 433 | + | |
| 434 | + return null; | |
| 435 | + } | |
| 436 | + | |
| 437 | + /** Rows update-response and delete-response may touch: drafts and notes, never sent replies. */ | |
| 438 | + const EDITABLE_TYPES = ['draft_response', 'note', 'internal_info']; | |
| 439 | + | |
| 440 | + public static function updateResponse($params) | |
| 441 | + { | |
| 442 | + $found = self::findOwnConversation($params, 'response_id', self::EDITABLE_TYPES, __('Draft or note', 'fluent-support'), [__CLASS__, 'scopeEditable']); | |
| 443 | + if (is_wp_error($found)) { | |
| 444 | + return $found; | |
| 445 | + } | |
| 446 | + [$ticket, $row] = $found; | |
| 447 | + | |
| 448 | + $format = $params['content_format'] ?? 'markdown'; | |
| 449 | + $content = wp_kses_post(MCPHelper::processContent($params['content'] ?? '', $format)); | |
| 450 | + if (!$content) { | |
| 451 | + return MCPHelper::error('invalid_param', __('content is required', 'fluent-support'), ['fields' => ['content']]); | |
| 452 | + } | |
| 453 | + | |
| 454 | + $row->content = self::parseSmartcodes($content, $ticket); | |
| 455 | + $row->save(); | |
| 456 | + | |
| 457 | + $summary = $row->conversation_type === 'draft_response' | |
| 458 | + /* translators: %d is the ticket ID */ | |
| 459 | + ? sprintf(__('Draft reply updated on ticket #%d. It is still not sent.', 'fluent-support'), $ticket->id) | |
| 460 | + /* translators: %d is the ticket ID */ | |
| 461 | + : sprintf(__('Internal note updated on ticket #%d.', 'fluent-support'), $ticket->id); | |
| 462 | + | |
| 463 | + return MCPHelper::envelope($summary, ['response' => [ | |
| 464 | + 'id' => $row->id, | |
| 465 | + 'content' => MCPHelper::htmlToMarkdown($row->content), | |
| 466 | + 'type' => $row->conversation_type, | |
| 467 | + 'created_at' => MCPHelper::toIso8601($row->created_at), | |
| 468 | + ]]); | |
| 469 | + } | |
| 470 | + | |
| 471 | + public static function deleteResponse($params) | |
| 472 | + { | |
| 473 | + $found = self::findOwnConversation($params, 'response_id', self::EDITABLE_TYPES, __('Draft or note', 'fluent-support'), [__CLASS__, 'scopeEditable']); | |
| 474 | + if (is_wp_error($found)) { | |
| 475 | + return $found; | |
| 476 | + } | |
| 477 | + [$ticket, $row] = $found; | |
| 478 | + | |
| 479 | + // Like the admin, deleting a note needs the delete permission. An author may | |
| 480 | + // always discard their own unsent draft. | |
| 481 | + if ($row->conversation_type !== 'draft_response' && !PermissionManager::currentUserCan('fst_delete_tickets')) { | |
| 482 | + return MCPHelper::error('forbidden', __('Deleting a note needs the "Delete Tickets & Individual Responses" permission.', 'fluent-support')); | |
| 483 | + } | |
| 484 | + | |
| 485 | + $deleted = ['id' => $row->id, 'type' => $row->conversation_type]; | |
| 486 | + $row->delete(); | |
| 487 | + $row->ccinfo()->delete(); | |
| 488 | + | |
| 489 | + return MCPHelper::envelope( | |
| 490 | + /* translators: %d is the ticket ID */ | |
| 491 | + sprintf(__('Deleted from ticket #%d.', 'fluent-support'), $ticket->id), | |
| 492 | + ['deleted' => $deleted] | |
| 493 | + ); | |
| 494 | + } | |
| 495 | + | |
| 496 | + /** | |
| 497 | + * Fill {{customer.*}} / {{agent.*}} placeholders, as createResponse() does for new | |
| 498 | + * replies, so edited text doesn't reach the customer with literal braces. | |
| 499 | + */ | |
| 500 | + private static function parseSmartcodes($content, Ticket $ticket) | |
| 501 | + { | |
| 502 | + $content = apply_filters('fluent_support/parse_smartcode_data', $content, [ | |
| 503 | + 'customer' => $ticket->customer, | |
| 504 | + 'agent' => MCPHelper::resolveAgent(), | |
| 505 | + ]); | |
| 506 | + | |
| 507 | + return wp_kses_post($content); | |
| 508 | + } | |
| 509 | + | |
| 510 | + /** | |
| 511 | + * Notes are 'note'. Older versions of add-internal-note wrote 'internal_info', | |
| 512 | + * which system lines ("Ticket has been closed") also use, so only MCP-made | |
| 513 | + * rows of that type count. | |
| 514 | + */ | |
| 515 | + public static function scopeEditable($query) | |
| 516 | + { | |
| 517 | + $query->where(function ($q) { | |
| 518 | + $q->whereIn('conversation_type', ['draft_response', 'note']) | |
| 519 | + ->orWhere(function ($q) { | |
| 520 | + $q->where('conversation_type', 'internal_info')->where('source', 'mcp'); | |
| 521 | + }); | |
| 522 | + }); | |
| 523 | + } | |
| 524 | + | |
| 525 | + /** | |
| 526 | + * Send a draft to the customer. Anyone with "Approve Draft Reply" may publish | |
| 527 | + * any draft; an agent who can manage tickets may publish their own. Draft-only | |
| 528 | + * agents never can: their drafts exist to be reviewed by someone else. | |
| 529 | + */ | |
| 530 | + public static function publishDraftReply($params) | |
| 531 | + { | |
| 532 | + $agent = MCPHelper::resolveAgent(); | |
| 533 | + $canApprove = PermissionManager::currentUserCan('fst_approve_draft_reply'); | |
| 534 | + $canManage = PermissionManager::userCan(AbilityGuard::MANAGE_TICKET_CAPS); | |
| 535 | + | |
| 536 | + $found = self::findOwnConversation( | |
| 537 | + $params, | |
| 538 | + 'response_id', | |
| 539 | + ['draft_response'], | |
| 540 | + __('Draft reply', 'fluent-support'), | |
| 541 | + null, | |
| 542 | + $canApprove // an approver may publish anyone's draft | |
| 543 | + ); | |
| 544 | + if (is_wp_error($found)) { | |
| 545 | + return $found; | |
| 546 | + } | |
| 547 | + [$ticket, $draft] = $found; | |
| 548 | + | |
| 549 | + if (!$canApprove && !($canManage && $agent && (int) $draft->person_id === (int) $agent->id)) { | |
| 550 | + return MCPHelper::error('forbidden', __('You can only save drafts. An agent with the "Approve Draft Reply" permission must publish this one.', 'fluent-support')); | |
| 551 | + } | |
| 552 | + | |
| 553 | + $content = $draft->content; | |
| 554 | + if (!empty($params['content'])) { | |
| 555 | + $content = self::parseSmartcodes(wp_kses_post(MCPHelper::processContent($params['content'], $params['content_format'] ?? 'markdown')), $ticket); | |
| 556 | + } | |
| 557 | + | |
| 558 | + $published = (new ResponseService())->publishDraft($ticket, $draft, $agent, $content); | |
| 559 | + | |
| 560 | + return MCPHelper::envelope( | |
| 561 | + /* translators: %d is the ticket ID */ | |
| 562 | + sprintf(__('Draft reply published on ticket #%d and sent to the customer.', 'fluent-support'), $ticket->id), | |
| 563 | + [ | |
| 564 | + 'response' => [ | |
| 565 | + 'id' => $published->id, | |
| 566 | + 'content' => MCPHelper::htmlToMarkdown($published->content), | |
| 567 | + 'type' => $published->conversation_type, | |
| 568 | + 'created_at' => MCPHelper::toIso8601($published->created_at), | |
| 569 | + ], | |
| 570 | + 'ticket_status' => $ticket->status, | |
| 571 | + ] | |
| 572 | + ); | |
| 573 | + } | |
| 574 | + | |
| 575 | + /** | |
| 576 | + * Row gate for editing or deleting a conversation: it must be on a ticket the | |
| 577 | + * agent can access, of an allowed type, and written by this agent. Anyone else's | |
| 578 | + * draft or note is off limits here, whatever the agent's other permissions. | |
| 579 | + * | |
| 580 | + * @return array|\WP_Error [Ticket, Conversation] | |
| 581 | + */ | |
| 582 | + private static function findOwnConversation($params, $idField, array $types, $label, $scope = null, $anyAuthor = false) | |
| 583 | + { | |
| 584 | + $agent = MCPHelper::resolveAgent(); | |
| 585 | + if (!$agent) { | |
| 586 | + return MCPHelper::error('unauthorized', __('No agent found for current user', 'fluent-support')); | |
| 587 | + } | |
| 588 | + | |
| 589 | + $ticketId = (int) ($params['ticket_id'] ?? 0); | |
| 590 | + $rowId = (int) ($params[$idField] ?? 0); | |
| 591 | + if (!$ticketId || !$rowId) { | |
| 592 | + /* translators: %s is a parameter name */ | |
| 593 | + return MCPHelper::error('invalid_param', sprintf(__('ticket_id and %s are required', 'fluent-support'), $idField), ['fields' => ['ticket_id', $idField]]); | |
| 594 | + } | |
| 595 | + | |
| 596 | + $ticket = Ticket::find($ticketId); | |
| 597 | + if (!$ticket) { | |
| 598 | + return MCPHelper::error('not_found', __('Ticket not found', 'fluent-support'), ['next_step' => 'Use list-tickets to find valid ticket IDs']); | |
| 599 | + } | |
| 600 | + | |
| 601 | + if ($err = TicketAccessGuard::assert($ticket)) { | |
| 602 | + return $err; | |
| 603 | + } | |
| 604 | + | |
| 605 | + $query = Conversation::where('id', $rowId) | |
| 606 | + ->where('ticket_id', $ticket->id) | |
| 607 | + ->whereIn('conversation_type', $types); | |
| 608 | + if ($scope) { | |
| 609 | + $scope($query); | |
| 610 | + } | |
| 611 | + $row = $query->first(); | |
| 612 | + | |
| 613 | + if (!$row && Conversation::where('id', $rowId)->where('ticket_id', $ticket->id)->where('conversation_type', 'response')->exists()) { | |
| 614 | + return MCPHelper::error( | |
| 615 | + 'not_editable', | |
| 616 | + __('This is a sent reply. The customer already has it, so it cannot be changed or deleted here.', 'fluent-support'), | |
| 617 | + ['fields' => [$idField], 'retryable' => false] | |
| 618 | + ); | |
| 619 | + } | |
| 620 | + | |
| 621 | + if (!$row) { | |
| 622 | + return MCPHelper::error( | |
| 623 | + 'not_found', | |
| 624 | + /* translators: %s is "Draft reply" or "Internal note" */ | |
| 625 | + sprintf(__('%s not found on this ticket', 'fluent-support'), $label), | |
| 626 | + ['fields' => [$idField], 'next_step' => 'Use get-ticket to find it: your drafts are type draft_response and your notes type note. Sent replies and internal_info activity lines cannot be changed.'] | |
| 627 | + ); | |
| 628 | + } | |
| 629 | + | |
| 630 | + if (!$anyAuthor && (int) $row->person_id !== (int) $agent->id) { | |
| 631 | + return MCPHelper::error('forbidden', __('This was written by another agent. Only its author can change or delete it.', 'fluent-support')); | |
| 632 | + } | |
| 633 | + | |
| 634 | + return [$ticket, $row]; | |
| 635 | + } | |
| 636 | + | |
| 318 | 637 | public static function addInternalNote($params) |
| 319 | 638 | { |
| 320 | 639 | $agent = MCPHelper::resolveAgent(); |
| 321 | 640 | if (!$agent) { |
| @@ -341,14 +660,25 @@ | ||
| 341 | 660 | if ($err = TicketAccessGuard::assert($ticket)) { |
| 342 | 661 | return $err; |
| 343 | 662 | } |
| 344 | 663 | |
| 664 | + // 'note', as the ticket view writes it: it renders as an agent note and fires | |
| 665 | + // note_added_by_agent, which notifies @mentioned agents and logs the activity. | |
| 666 | + $attachments = AttachmentStager::stage($params['attachments'] ?? null, $ticket, $agent); | |
| 667 | + if (is_wp_error($attachments)) { | |
| 668 | + return $attachments; | |
| 669 | + } | |
| 670 | + | |
| 345 | 671 | $data = [ |
| 346 | 672 | 'content' => $content, |
| 347 | - 'conversation_type' => 'internal_info', | |
| 673 | + 'conversation_type' => 'note', | |
| 348 | 674 | 'source' => 'mcp', |
| 349 | 675 | ]; |
| 350 | 676 | |
| 677 | + if ($attachments) { | |
| 678 | + $data['attachments'] = $attachments; | |
| 679 | + } | |
| 680 | + | |
| 351 | 681 | $result = (new ResponseService())->createResponse($data, $agent, $ticket, true); |
| 352 | 682 | |
| 353 | 683 | if (!$result) { |
| 354 | 684 | return MCPHelper::error('failed', __('Failed to create internal note', 'fluent-support'), ['retryable' => true]); |
| @@ -353,14 +683,18 @@ | ||
| 353 | 683 | if (!$result) { |
| 354 | 684 | return MCPHelper::error('failed', __('Failed to create internal note', 'fluent-support'), ['retryable' => true]); |
| 355 | 685 | } |
| 356 | 686 | |
| 687 | + (new ResponseService())->fireResponseHooks($result['response'], $result['ticket'], $agent, false); | |
| 688 | + | |
| 357 | 689 | return MCPHelper::envelope( |
| 358 | 690 | "Internal note added to ticket #{$ticketId}", |
| 359 | - ['note' => [ | |
| 360 | - 'id' => $result['response']->id, | |
| 361 | - 'content' => MCPHelper::htmlToText($result['response']->content), | |
| 362 | - 'created_at' => MCPHelper::toIso8601($result['response']->created_at), | |
| 363 | - ]] | |
| 691 | + ['note' => array_filter([ | |
| 692 | + 'id' => $result['response']->id, | |
| 693 | + 'content' => MCPHelper::htmlToMarkdown($result['response']->content), | |
| 694 | + 'created_at' => MCPHelper::toIso8601($result['response']->created_at), | |
| 695 | + 'attachments' => $attachments ? self::attachmentTitles($result['response']) : null, | |
| 696 | + 'mentions' => self::mentionReport($content), | |
| 697 | + ], function ($value) { return $value !== null; })] | |
| 364 | 698 | ); |
| 365 | 699 | } |
| 366 | 700 | } |
