| @@ -10,9 +10,8 @@ | ||
| 10 | 10 | use FluentSupport\Framework\Support\Arr; |
| 11 | 11 | use FluentSupport\App\Http\Requests\TicketRequest; |
| 12 | 12 | use FluentSupport\App\Http\Requests\TicketResponseRequest; |
| 13 | 13 | use FluentSupport\App\Models\Conversation; |
| 14 | -use FluentSupport\App\Models\MailBox; | |
| 15 | 14 | use FluentSupport\App\Models\Product; |
| 16 | 15 | use FluentSupport\App\Models\Ticket; |
| 17 | 16 | use FluentSupport\App\Services\FluentCRMServices; |
| 18 | 17 | use FluentSupport\App\Services\Helper; |
| @@ -26,18 +25,21 @@ | ||
| 26 | 25 | use FluentSupport\App\Services\Tickets\TicketService; |
| 27 | 26 | use FluentSupport\App\Services\Integrations\FluentBooking\FluentBookingService; |
| 28 | 27 | |
| 29 | 28 | /** |
| 30 | - * TicketController class for REST API related to ticket | |
| 31 | - * This class is responsible for getting / inserting/ modifying data for all request related to ticket | |
| 32 | - * @package FluentSupport\App\Http\Controllers | |
| 33 | - * | |
| 34 | - * @version 1.0.0 | |
| 29 | + * Agent-side REST endpoints for tickets. | |
| 35 | 30 | */ |
| 36 | 31 | class TicketController extends Controller |
| 37 | 32 | { |
| 38 | 33 | /** |
| 39 | - * This `me` method will return the current user profile info | |
| 34 | + * Most tickets one bulk request may change. Above the largest list page | |
| 35 | + * size (150), so a full page always fits. | |
| 36 | + */ | |
| 37 | + const MAX_BULK_TICKETS = 200; | |
| 38 | + | |
| 39 | + /** | |
| 40 | + * Current user's profile, permissions and optionally the portal settings. | |
| 41 | + * | |
| 40 | 42 | * @param Request $request |
| 41 | 43 | * @return array |
| 42 | 44 | */ |
| 43 | 45 | public function me(Request $request) |
| @@ -66,9 +68,9 @@ | ||
| 66 | 68 | $businessSettings = (new \FluentSupport\App\Services\EmailNotification\Settings())->globalBusinessSettings(); |
| 67 | 69 | $maxFileSize = absint($businessSettings['max_file_size']); |
| 68 | 70 | |
| 69 | 71 | $portalSettings = [ |
| 70 | - 'support_products' => \FluentSupport\App\Models\Product::select(['id', 'title'])->get(), | |
| 72 | + 'support_products' => \FluentSupport\App\Models\Product::select(['id', 'title'])->orderedByTitle()->get(), | |
| 71 | 73 | 'customer_ticket_priorities' => Helper::customerTicketPriorities(), |
| 72 | 74 | 'has_file_upload' => !!Helper::ticketAcceptedFileMiles(), |
| 73 | 75 | 'has_rich_text_editor' => true, |
| 74 | 76 | 'max_file_size' => $maxFileSize, |
| @@ -82,18 +84,15 @@ | ||
| 82 | 84 | return $settings; |
| 83 | 85 | } |
| 84 | 86 | |
| 85 | 87 | /** |
| 86 | - * index method will return the list of ticket based on the selected filter | |
| 87 | 88 | * @param Request $request |
| 88 | 89 | * @return array |
| 89 | 90 | */ |
| 90 | 91 | public function index(Request $request) |
| 91 | 92 | { |
| 92 | - //Selected filter type, either simple or Advanced | |
| 93 | 93 | $filterType = $request->getSafe('filter_type', 'sanitize_text_field', 'simple'); |
| 94 | 94 | |
| 95 | - /*Prepare Query Arguments*/ | |
| 96 | 95 | $queryArgs = [ |
| 97 | 96 | 'with' => [], |
| 98 | 97 | 'filter_type' => $filterType, |
| 99 | 98 | 'sort_by' => sanitize_sql_orderby($request->getSafe('order_by', 'sanitize_text_field', 'id')), |
| @@ -99,15 +98,12 @@ | ||
| 99 | 98 | 'sort_by' => sanitize_sql_orderby($request->getSafe('order_by', 'sanitize_text_field', 'id')), |
| 100 | 99 | 'sort_type' => $request->getSafe('order_type', 'sanitize_text_field', 'DESC') == 'DESC' ? 'DESC' : 'ASC', |
| 101 | 100 | ]; |
| 102 | 101 | |
| 103 | - //If the selected filter type is advanced | |
| 104 | 102 | if ($filterType == 'advanced') { |
| 105 | 103 | $advanced_filters = map_deep($request->get('advanced_filters', []), 'sanitize_text_field'); |
| 106 | - //Get the selected query params for advanced filter | |
| 107 | 104 | $queryArgs['filters_groups_raw'] = json_decode($advanced_filters, true); |
| 108 | 105 | } else { |
| 109 | - //Selected filter type is simple | |
| 110 | 106 | $queryArgs['simple_filters'] = map_deep($request->get('filters', []), 'sanitize_text_field'); |
| 111 | 107 | $queryArgs['search'] = trim($request->getSafe('search', 'sanitize_text_field', '')); |
| 112 | 108 | |
| 113 | 109 | if ($customerId = $request->getSafe('customer_id', 'intval')) { |
| @@ -113,9 +109,8 @@ | ||
| 113 | 109 | if ($customerId = $request->getSafe('customer_id', 'intval')) { |
| 114 | 110 | $queryArgs['customer_id'] = $customerId; |
| 115 | 111 | } |
| 116 | 112 | } |
| 117 | - /*End Prepare Query Arguments*/ | |
| 118 | 113 | |
| 119 | 114 | $ticketsModel = (new TicketQueryService($queryArgs))->getModel(); |
| 120 | 115 | |
| 121 | 116 | $ticketsModel = $ticketsModel->with([ |
| @@ -131,9 +126,8 @@ | ||
| 131 | 126 | $query->latest('id'); |
| 132 | 127 | } |
| 133 | 128 | ]); |
| 134 | 129 | |
| 135 | - // apply filters by access level | |
| 136 | 130 | do_action_ref_array('fluent_support/tickets_query_by_permission_ref', [&$ticketsModel, false]); |
| 137 | 131 | |
| 138 | 132 | $tickets = $ticketsModel->paginate(); |
| 139 | 133 | |
| @@ -138,9 +132,9 @@ | ||
| 138 | 132 | $tickets = $ticketsModel->paginate(); |
| 139 | 133 | |
| 140 | 134 | $perPage = $request->getSafe('per_page', 'intval', 15); |
| 141 | 135 | |
| 142 | - // Load live activity for small page sizes (board/kanban view) | |
| 136 | + // Small pages come from the board view, which shows live activity. | |
| 143 | 137 | if ($perPage < 15) { |
| 144 | 138 | TicketHelper::loadBatchLiveActivities($tickets); |
| 145 | 139 | } |
| 146 | 140 | |
| @@ -149,9 +143,10 @@ | ||
| 149 | 143 | ]; |
| 150 | 144 | } |
| 151 | 145 | |
| 152 | 146 | /** |
| 153 | - * createTicket method will create new ticket as well as customer or WP user | |
| 147 | + * Create a ticket, creating the customer and optionally a WP user first. | |
| 148 | + * | |
| 154 | 149 | * @param TicketRequest $request |
| 155 | 150 | * @return array |
| 156 | 151 | */ |
| 157 | 152 | public function createTicket(TicketRequest $request) |
| @@ -156,28 +151,20 @@ | ||
| 156 | 151 | */ |
| 157 | 152 | public function createTicket(TicketRequest $request) |
| 158 | 153 | { |
| 159 | 154 | try { |
| 160 | - //Sanitize and validate request data via TicketRequest | |
| 161 | 155 | $data = $request->sanitize(); |
| 162 | 156 | $ticketData = $data['ticket']; |
| 163 | 157 | $maybeNewCustomer = Arr::get($data, 'newCustomer', []); |
| 164 | 158 | |
| 165 | - //Include attachments if provided | |
| 166 | 159 | if (!empty($data['attachments'])) { |
| 167 | 160 | $ticketData['attachments'] = $data['attachments']; |
| 168 | 161 | } |
| 169 | 162 | |
| 170 | - /* | |
| 171 | - * If customer_id is not provided, attempt to create a new customer | |
| 172 | - * This handles WP user creation and customer creation | |
| 173 | - */ | |
| 174 | 163 | if (empty($ticketData['customer_id'])) { |
| 175 | 164 | $createdUserId = false; |
| 176 | 165 | |
| 177 | - //If user selected create WP user during ticket creation | |
| 178 | 166 | if (Arr::get($ticketData, 'create_wp_user') == 'yes' && !empty($maybeNewCustomer['username'])) { |
| 179 | - //Check if username already in use, if not create new user | |
| 180 | 167 | if (!username_exists($maybeNewCustomer['username'])) { |
| 181 | 168 | $authController = new AuthController(); |
| 182 | 169 | $createdUserId = $authController->createUser($maybeNewCustomer); |
| 183 | 170 | $authController->maybeUpdateUser($createdUserId, $maybeNewCustomer); |
| @@ -190,15 +177,13 @@ | ||
| 190 | 177 | 'message' => __('A valid email is required to create a ticket', 'fluent-support') |
| 191 | 178 | ]); |
| 192 | 179 | } |
| 193 | 180 | |
| 194 | - //Check if customer already exists by email | |
| 195 | 181 | $existingCustomer = Customer::where('email', $email)->first(); |
| 196 | 182 | |
| 197 | 183 | if ($existingCustomer) { |
| 198 | 184 | $ticketData['customer_id'] = $existingCustomer->id; |
| 199 | 185 | } else { |
| 200 | - //Create the customer now | |
| 201 | 186 | $customerData = Arr::only($maybeNewCustomer, (new Customer())->getFillable()); |
| 202 | 187 | $customerData['user_id'] = $createdUserId; |
| 203 | 188 | $customerData = array_filter($customerData); |
| 204 | 189 | |
| @@ -203,24 +188,22 @@ | ||
| 203 | 188 | $customerData = array_filter($customerData); |
| 204 | 189 | |
| 205 | 190 | $createCustomer = Customer::create($customerData); |
| 206 | 191 | |
| 207 | - do_action('fluent_support/customer_created', $createCustomer); | |
| 208 | - | |
| 209 | - if (!$createCustomer) { | |
| 192 | + if (!$createCustomer || !$createCustomer->exists) { | |
| 210 | 193 | return $this->sendError([ |
| 211 | 194 | 'message' => __('Customer could not be created', 'fluent-support') |
| 212 | 195 | ]); |
| 213 | 196 | } |
| 214 | 197 | |
| 198 | + do_action('fluent_support/customer_created', $createCustomer); | |
| 199 | + | |
| 215 | 200 | $ticketData['customer_id'] = $createCustomer->id; |
| 216 | 201 | } |
| 217 | 202 | } |
| 218 | 203 | |
| 219 | - //Get customer information from db | |
| 220 | 204 | $customer = Customer::findOrFail($ticketData['customer_id']); |
| 221 | 205 | |
| 222 | - //Sanitize, store ticket, handle attachments, fire hooks | |
| 223 | 206 | $createdTicket = (new TicketService())->storeTicket($ticketData, $customer); |
| 224 | 207 | |
| 225 | 208 | return [ |
| 226 | 209 | 'message' => __('Ticket has been created successfully', 'fluent-support'), |
| @@ -233,17 +216,15 @@ | ||
| 233 | 216 | } |
| 234 | 217 | } |
| 235 | 218 | |
| 236 | 219 | /** |
| 237 | - * getTicket method will return ticket information by ticket id | |
| 238 | 220 | * @param Request $request |
| 239 | - * @param $ticket_id | |
| 221 | + * @param int $ticket_id | |
| 240 | 222 | * @return array |
| 241 | 223 | */ |
| 242 | 224 | public function getTicket(Request $request, $ticket_id) |
| 243 | 225 | { |
| 244 | 226 | try { |
| 245 | - //Get logged in agent information | |
| 246 | 227 | $agent = Helper::getAgentByUserId(); |
| 247 | 228 | |
| 248 | 229 | $ticketWith = $request->get('with'); |
| 249 | 230 | $ticketWith = is_array($ticketWith) ? map_deep($ticketWith, 'sanitize_text_field') : null; |
| @@ -253,12 +234,10 @@ | ||
| 253 | 234 | $q->where('status', 'active'); |
| 254 | 235 | }]; |
| 255 | 236 | } |
| 256 | 237 | |
| 257 | - //Get ticket by id | |
| 258 | 238 | $ticket = Ticket::with($ticketWith)->findOrFail($ticket_id); |
| 259 | 239 | |
| 260 | - //Eager load responses with their nested relations to avoid N+1 queries | |
| 261 | 240 | $ticket->load(['responses' => function ($q) { |
| 262 | 241 | $q->with([ |
| 263 | 242 | 'person', |
| 264 | 243 | 'ccinfo', |
| @@ -267,20 +246,18 @@ | ||
| 267 | 246 | } |
| 268 | 247 | ]); |
| 269 | 248 | }]); |
| 270 | 249 | |
| 271 | - //Check if ticket is in a restricted mailbox | |
| 272 | 250 | $restrictedBusinessBoxes = PermissionManager::getRestrictedMailboxIds(); |
| 273 | 251 | |
| 274 | 252 | if (in_array($ticket->mailbox_id, $restrictedBusinessBoxes)) { |
| 275 | - throw new \Exception(esc_html__('Ticket cannot be fetched due to restricted mailbox', 'fluent-support')); | |
| 253 | + throw new \Exception(esc_html__('Ticket cannot be fetched due to restricted mailbox', 'fluent-support'), 403); | |
| 276 | 254 | } |
| 277 | 255 | |
| 278 | 256 | $this->ensureCanAccessTicket($ticket); |
| 279 | 257 | |
| 280 | - //If ticket has customer, set custom fields and profile url | |
| 281 | 258 | if ($ticket->customer) { |
| 282 | - $customFieldsKey = apply_filters('fluent_support/custom_registration_form_fields_key', Helper::getBusinessSettings('custom_registration_form_field')); | |
| 259 | + $customFieldsKey = Helper::getCustomRegistrationFieldKeys(); | |
| 283 | 260 | $ticket->customer->custom_field_keys = $customFieldsKey; |
| 284 | 261 | |
| 285 | 262 | if ($ticket->customer->user_id) { |
| 286 | 263 | $customFieldKeysUsingHook = apply_filters('fluent_support/custom_registration_form_fields_key', []); |
| @@ -296,14 +273,12 @@ | ||
| 296 | 273 | |
| 297 | 274 | $ticket->customer->profile_edit_url = $ticket->customer->getUserProfileEditUrl(); |
| 298 | 275 | } |
| 299 | 276 | |
| 300 | - //If ticket is closed, load closed by person | |
| 301 | 277 | if ($ticket->status == 'closed') { |
| 302 | 278 | $ticket->load('closed_by_person'); |
| 303 | 279 | } |
| 304 | 280 | |
| 305 | - //Load agent feedback ratings if pro is active and feature is enabled | |
| 306 | 281 | if (defined('FLUENTSUPPORTPRO_PLUGIN_VERSION') && Helper::isAgentFeedbackEnabled()) { |
| 307 | 282 | $responseIds = $ticket->responses->pluck('id')->toArray(); |
| 308 | 283 | $feedbacks = Meta::where('object_type', 'conversation_meta') |
| 309 | 284 | ->where('key', 'agent_feedback_ratings') |
| @@ -325,9 +300,8 @@ | ||
| 325 | 300 | |
| 326 | 301 | $contents = Helper::refreshSignedAttachmentUrlsInContents($contents, $ticket->id); |
| 327 | 302 | $ticket->content = $contents['ticket']; |
| 328 | 303 | |
| 329 | - //Format response content | |
| 330 | 304 | foreach ($ticket->responses as $response) { |
| 331 | 305 | $responseKey = 'response_' . $response->id; |
| 332 | 306 | if (isset($contents[$responseKey])) { |
| 333 | 307 | $response->content = $contents[$responseKey]; |
| @@ -379,12 +353,10 @@ | ||
| 379 | 353 | $ticketContent, |
| 380 | 354 | $ticket |
| 381 | 355 | ); |
| 382 | 356 | |
| 383 | - //Get last activity by agent | |
| 384 | 357 | $ticket->live_activity = TicketHelper::getActivity($ticket->id, $agent->id); |
| 385 | 358 | |
| 386 | - //Get all carbon copy customer | |
| 387 | 359 | $ccInfo = $ticket->getSettingsValue('cc_email', []); |
| 388 | 360 | $ticket->carbon_copy = !empty($ccInfo) ? implode(', ', $ccInfo) : ''; |
| 389 | 361 | |
| 390 | 362 | if (defined('FLUENTSUPPORTPRO')) { |
| @@ -390,13 +362,13 @@ | ||
| 390 | 362 | if (defined('FLUENTSUPPORTPRO')) { |
| 391 | 363 | $ticket->custom_fields = $ticket->customData('admin', true); |
| 392 | 364 | } |
| 393 | 365 | |
| 394 | - // Load agent info if ticket was created on behalf of customer | |
| 366 | + // Set when an agent opened the ticket on the customer's behalf. | |
| 395 | 367 | if ($ticket->created_by) { |
| 396 | 368 | $ticket->load('created_by_person'); |
| 397 | 369 | if ($ticket->created_by_person) { |
| 398 | - $isAgentInitiated = strpos($ticket->content, __(' initialized this ticket', 'fluent-support')) !== false; | |
| 370 | + $isAgentInitiated = $ticket instanceof Ticket && $ticket->isAgentInitiated(); | |
| 399 | 371 | $ticket->created_by_agent = [ |
| 400 | 372 | 'id' => $ticket->created_by_person->id, |
| 401 | 373 | 'full_name' => $ticket->created_by_person->full_name, |
| 402 | 374 | 'agent_initiated' => $isAgentInitiated, |
| @@ -434,9 +406,9 @@ | ||
| 434 | 406 | try { |
| 435 | 407 | $ticket = Ticket::findOrFail($ticket_id); |
| 436 | 408 | |
| 437 | 409 | if (in_array($ticket->mailbox_id, PermissionManager::getRestrictedMailboxIds())) { |
| 438 | - throw new \Exception(esc_html__('Ticket cannot be fetched due to restricted mailbox', 'fluent-support')); | |
| 410 | + throw new \Exception(esc_html__('Ticket cannot be fetched due to restricted mailbox', 'fluent-support'), 403); | |
| 439 | 411 | } |
| 440 | 412 | |
| 441 | 413 | $this->ensureCanAccessTicket($ticket); |
| 442 | 414 | |
| @@ -508,11 +480,9 @@ | ||
| 508 | 480 | return $restrictions; |
| 509 | 481 | } |
| 510 | 482 | |
| 511 | 483 | /** |
| 512 | - * createResponse method will create response by agent for the ticket | |
| 513 | - * @param Request $request | |
| 514 | - * @param Ticket $ticket | |
| 484 | + * @param TicketResponseRequest $request | |
| 515 | 485 | * @param int $ticket_id |
| 516 | 486 | * @return array |
| 517 | 487 | * @throws \FluentSupport\Framework\Validator\ValidationException |
| 518 | 488 | */ |
| @@ -523,13 +493,13 @@ | ||
| 523 | 493 | try { |
| 524 | 494 | $convoType = Arr::get($data, 'conversation_type', 'response'); |
| 525 | 495 | $isDraft = $convoType === 'draft_response'; |
| 526 | 496 | |
| 527 | - if (!$isDraft) { | |
| 497 | + // close_ticket always needs manage rights, even on an otherwise-permitted draft save. | |
| 498 | + if (!$isDraft || Arr::get($data, 'close_ticket') == 'yes') { | |
| 528 | 499 | $this->ensureCanManageTickets(); |
| 529 | 500 | } |
| 530 | 501 | |
| 531 | - //Get logged-in agent information | |
| 532 | 502 | $agent = Helper::getAgentByUserId(); |
| 533 | 503 | |
| 534 | 504 | if (!$agent) { |
| 535 | 505 | return $this->sendError([ |
| @@ -540,8 +510,20 @@ | ||
| 540 | 510 | $ticket = Ticket::findOrFail($ticket_id); |
| 541 | 511 | |
| 542 | 512 | $this->ensureCanAccessTicket($ticket); |
| 543 | 513 | |
| 514 | + if ($convoType === 'response' && $request->getSafe('force_send', 'sanitize_text_field') !== 'yes') { | |
| 515 | + $lastSeenId = $request->get('last_conversation_id'); | |
| 516 | + $newerResponses = $lastSeenId === null || $lastSeenId === '' ? [] : $this->responsesAddedSince($ticket, (int) $lastSeenId, $agent); | |
| 517 | + if ($newerResponses) { | |
| 518 | + return $this->sendError([ | |
| 519 | + 'code' => 'fs_newer_responses', | |
| 520 | + 'message' => __('Someone replied to this ticket while you were writing.', 'fluent-support'), | |
| 521 | + 'new_responses' => $newerResponses | |
| 522 | + ], 409); | |
| 523 | + } | |
| 524 | + } | |
| 525 | + | |
| 544 | 526 | $responseData = (new ResponseService())->createResponse($data, $agent, $ticket); |
| 545 | 527 | |
| 546 | 528 | $responseData['response']->content = Helper::refreshSignedAttachmentUrls($responseData['response']->content, $ticket->id); |
| 547 | 529 | $responseData['response']->load([ |
| @@ -548,9 +530,9 @@ | ||
| 548 | 530 | 'attachments' => function ($q) { |
| 549 | 531 | $q->where('status', 'active'); |
| 550 | 532 | } |
| 551 | 533 | ]); |
| 552 | - $responseData['response']->content = wp_specialchars_decode(wpautop($responseData['response']->content, false)); | |
| 534 | + $responseData['response']->content = wpautop($responseData['response']->content, false); | |
| 553 | 535 | |
| 554 | 536 | return [ |
| 555 | 537 | 'message' => __('Response has been added', 'fluent-support'), |
| 556 | 538 | 'response' => $responseData['response'], |
| @@ -566,9 +548,9 @@ | ||
| 566 | 548 | |
| 567 | 549 | public function getFluentBookingEventTypes() |
| 568 | 550 | { |
| 569 | 551 | try { |
| 570 | - // All FluentBooking endpoints require manage permission; view-only agents cannot call a meeting. | |
| 552 | + // All FluentBooking endpoints need manage permission. View-only agents can't book meetings. | |
| 571 | 553 | $this->ensureCanManageTickets(); |
| 572 | 554 | |
| 573 | 555 | $service = new FluentBookingService(); |
| 574 | 556 | $eventTypes = $service->getEventTypes(); |
| @@ -586,14 +568,12 @@ | ||
| 586 | 568 | |
| 587 | 569 | public function createFluentBookingLink(Request $request, $ticket_id) |
| 588 | 570 | { |
| 589 | 571 | try { |
| 590 | - // All FluentBooking endpoints require manage permission; view-only agents cannot call a meeting. | |
| 591 | 572 | $this->ensureCanManageTickets(); |
| 592 | 573 | |
| 593 | 574 | $ticket = Ticket::with('customer')->findOrFail($ticket_id); |
| 594 | 575 | |
| 595 | - // Enforces per-ticket visibility (e.g. own-tickets-only agents cannot access unassigned tickets). | |
| 596 | 576 | $this->ensureCanAccessTicket($ticket); |
| 597 | 577 | |
| 598 | 578 | $eventId = $request->getSafe('event_type_id', 'intval'); |
| 599 | 579 | |
| @@ -617,14 +597,12 @@ | ||
| 617 | 597 | |
| 618 | 598 | public function getFluentBookingAvailability(Request $request, $ticket_id) |
| 619 | 599 | { |
| 620 | 600 | try { |
| 621 | - // All FluentBooking endpoints require manage permission; view-only agents cannot call a meeting. | |
| 622 | 601 | $this->ensureCanManageTickets(); |
| 623 | 602 | |
| 624 | 603 | $ticket = Ticket::with('customer')->findOrFail($ticket_id); |
| 625 | 604 | |
| 626 | - // Enforces per-ticket visibility (e.g. own-tickets-only agents cannot access unassigned tickets). | |
| 627 | 605 | $this->ensureCanAccessTicket($ticket); |
| 628 | 606 | |
| 629 | 607 | $eventId = $request->getSafe('event_type_id', 'intval'); |
| 630 | 608 | |
| @@ -652,14 +630,12 @@ | ||
| 652 | 630 | |
| 653 | 631 | public function getFluentBookingMeetings($ticket_id) |
| 654 | 632 | { |
| 655 | 633 | try { |
| 656 | - // All FluentBooking endpoints require manage permission; view-only agents cannot call a meeting. | |
| 657 | 634 | $this->ensureCanManageTickets(); |
| 658 | 635 | |
| 659 | 636 | $ticket = Ticket::with('customer')->findOrFail($ticket_id); |
| 660 | 637 | |
| 661 | - // Enforces per-ticket visibility (e.g. own-tickets-only agents cannot access unassigned tickets). | |
| 662 | 638 | $this->ensureCanAccessTicket($ticket); |
| 663 | 639 | |
| 664 | 640 | return [ |
| 665 | 641 | 'meetings' => (new FluentBookingService())->getTicketMeetings($ticket) |
| @@ -671,11 +647,9 @@ | ||
| 671 | 647 | } |
| 672 | 648 | } |
| 673 | 649 | |
| 674 | 650 | /** |
| 675 | - * createDraft method will create draft by agent for the ticket | |
| 676 | - * @param Request $request | |
| 677 | - * @param Ticket $ticket | |
| 651 | + * @param TicketResponseRequest $request | |
| 678 | 652 | * @param int $ticket_id |
| 679 | 653 | * @return array |
| 680 | 654 | * @throws \FluentSupport\Framework\Validator\ValidationException |
| 681 | 655 | */ |
| @@ -683,9 +657,8 @@ | ||
| 683 | 657 | { |
| 684 | 658 | $data = $request->sanitize(); |
| 685 | 659 | |
| 686 | 660 | try { |
| 687 | - //Get logged-in agent information | |
| 688 | 661 | $agent = Helper::getAgentByUserId(); |
| 689 | 662 | |
| 690 | 663 | if (!$agent) { |
| 691 | 664 | return $this->sendError([ |
| @@ -731,9 +704,8 @@ | ||
| 731 | 704 | |
| 732 | 705 | public function getDraft($ticket_id) |
| 733 | 706 | { |
| 734 | 707 | try { |
| 735 | - //Get logged-in agent information | |
| 736 | 708 | $agent = Helper::getAgentByUserId(); |
| 737 | 709 | |
| 738 | 710 | if (!$agent) { |
| 739 | 711 | return $this->sendError([ |
| @@ -788,15 +760,14 @@ | ||
| 788 | 760 | 'message' => __('Draft not found', 'fluent-support'), |
| 789 | 761 | ]); |
| 790 | 762 | } |
| 791 | 763 | |
| 792 | - // Authorize the ticket this draft belongs to (closes the mailbox/visibility | |
| 793 | - // dimension for managers deleting other agents' drafts). | |
| 764 | + // Managers can delete other agents' drafts, but only on tickets they can access. | |
| 794 | 765 | $ticket = Ticket::findOrFail($draft->object_id); |
| 795 | 766 | |
| 796 | 767 | $this->ensureCanAccessTicket($ticket); |
| 797 | 768 | |
| 798 | - // Verify ownership: draft key contains agent_id, only managers can delete others' drafts | |
| 769 | + // The draft key embeds the owning agent's id. | |
| 799 | 770 | $isOwnDraft = strpos($draft->key, '_agent_id_' . $agent->id . '_') !== false; |
| 800 | 771 | |
| 801 | 772 | if (!$isOwnDraft && !PermissionManager::canManageTickets()) { |
| 802 | 773 | return $this->sendError([ |
| @@ -816,17 +787,17 @@ | ||
| 816 | 787 | } |
| 817 | 788 | } |
| 818 | 789 | |
| 819 | 790 | /** |
| 820 | - * getTicketWidgets method generate additional information for a ticket by customer | |
| 821 | - * @param Ticket $ticket | |
| 822 | - * @param $ticket_id | |
| 791 | + * The customer's other tickets, plus extra profile widgets on request. | |
| 792 | + * | |
| 793 | + * @param Request $request | |
| 794 | + * @param int $ticket_id | |
| 823 | 795 | * @return array |
| 824 | 796 | */ |
| 825 | 797 | public function getTicketWidgets(Request $request, $ticket_id) |
| 826 | 798 | { |
| 827 | 799 | try { |
| 828 | - //Get ticket with customer by ticket id | |
| 829 | 800 | $ticket = Ticket::with('customer')->findOrFail($ticket_id); |
| 830 | 801 | |
| 831 | 802 | $this->ensureCanAccessTicket($ticket); |
| 832 | 803 | |
| @@ -866,12 +837,10 @@ | ||
| 866 | 837 | } |
| 867 | 838 | } |
| 868 | 839 | |
| 869 | 840 | /** |
| 870 | - * updateTicketProperty method will update ticket property | |
| 871 | 841 | * @param Request $request |
| 872 | - * @param Ticket $ticket | |
| 873 | - * @param $ticket_id | |
| 842 | + * @param int $ticket_id | |
| 874 | 843 | * @return array |
| 875 | 844 | */ |
| 876 | 845 | public function updateTicketProperty(Request $request, $ticket_id) |
| 877 | 846 | { |
| @@ -883,15 +852,9 @@ | ||
| 883 | 852 | |
| 884 | 853 | $propName = $request->getSafe('prop_name', 'sanitize_text_field'); |
| 885 | 854 | $propValue = $request->getSafe('prop_value', 'sanitize_text_field'); |
| 886 | 855 | |
| 887 | - // FS-SEC-007: this generic endpoint may only touch a fixed set of | |
| 888 | - // ticket columns. Previously prop_name was assigned straight onto the | |
| 889 | - // model ($ticket->{$propName} = $propValue), letting a caller rewrite | |
| 890 | - // ownership, mailbox, privacy, hash, serial_number, created_by and | |
| 891 | - // other sensitive columns and bypass $fillable entirely. Every | |
| 892 | - // property is now allowlisted and its value validated/capability- | |
| 893 | - // gated below; anything else is rejected outright. | |
| 856 | + // prop_name is assigned straight onto the model, so it must be allowlisted. | |
| 894 | 857 | if (!in_array($propName, $this->updatableTicketProperties(), true)) { |
| 895 | 858 | throw new \Exception(esc_html__('This ticket property cannot be updated.', 'fluent-support'), 403); |
| 896 | 859 | } |
| 897 | 860 | |
| @@ -902,10 +865,9 @@ | ||
| 902 | 865 | if ($propName && $propValue !== null && $prevValue != $propValue) { |
| 903 | 866 | $ticket->{$propName} = $propValue; |
| 904 | 867 | $ticket->save(); |
| 905 | 868 | |
| 906 | - // Log an internal note for status changes so the activity is | |
| 907 | - // traceable, mirroring the close/reopen flows. | |
| 869 | + // Logged like the close/reopen flows do. | |
| 908 | 870 | if ($propName === 'status') { |
| 909 | 871 | $statuses = Helper::ticketStatuses(); |
| 910 | 872 | $fromLabel = isset($statuses[$prevValue]) ? $statuses[$prevValue] : $prevValue; |
| 911 | 873 | $toLabel = isset($statuses[$propValue]) ? $statuses[$propValue] : $propValue; |
| @@ -958,14 +920,59 @@ | ||
| 958 | 920 | } |
| 959 | 921 | } |
| 960 | 922 | |
| 961 | 923 | /** |
| 924 | + * Replies by anyone else (the customer or another agent) added after the | |
| 925 | + * conversation the agent last saw. The admin reply box sends that id so a | |
| 926 | + * reply written against an outdated thread is held back; callers that send | |
| 927 | + * no id (MCP, API, bulk reply) are never checked. | |
| 928 | + * | |
| 929 | + * @param Ticket $ticket | |
| 930 | + * @param int $lastSeenId | |
| 931 | + * @param \FluentSupport\App\Models\Agent $agent | |
| 932 | + * @return array | |
| 933 | + */ | |
| 934 | + protected function responsesAddedSince(Ticket $ticket, $lastSeenId, $agent) | |
| 935 | + { | |
| 936 | + if ($lastSeenId < 0) { | |
| 937 | + return []; | |
| 938 | + } | |
| 939 | + | |
| 940 | + $newer = Conversation::where('ticket_id', $ticket->id) | |
| 941 | + ->where('id', '>', $lastSeenId) | |
| 942 | + ->where('conversation_type', 'response') | |
| 943 | + ->where('person_id', '!=', $agent->id) | |
| 944 | + ->with(['person' => function ($query) { | |
| 945 | + $query->select(['id', 'first_name', 'last_name', 'person_type']); | |
| 946 | + }]) | |
| 947 | + ->orderBy('id', 'ASC') | |
| 948 | + ->limit(10) | |
| 949 | + ->get(); | |
| 950 | + | |
| 951 | + return $newer->map(function ($conversation) { | |
| 952 | + $person = $conversation->person; | |
| 953 | + return [ | |
| 954 | + 'id' => (int) $conversation->id, | |
| 955 | + 'person_name' => $person ? trim($person->first_name . ' ' . $person->last_name) : '', | |
| 956 | + 'person_type' => $person ? $person->person_type : '', | |
| 957 | + 'created_at' => (string) $conversation->created_at, | |
| 958 | + ]; | |
| 959 | + })->all(); | |
| 960 | + } | |
| 961 | + | |
| 962 | + /** | |
| 962 | 963 | * The only ticket columns that may be changed through updateTicketProperty. |
| 963 | - * This mirrors exactly what the admin UI edits (agent, title, mailbox, | |
| 964 | - * product, status and the two priority fields). Ownership, audit, | |
| 965 | - * public-identifier and other sensitive columns are intentionally absent | |
| 966 | - * and must go through their dedicated workflows (FS-SEC-007). | |
| 964 | + * This mirrors exactly what the admin UI edits here (agent, title, product, | |
| 965 | + * status and the two priority fields). Ownership, audit, public-identifier | |
| 966 | + * and other sensitive columns are intentionally absent and must go through | |
| 967 | + * their dedicated workflows. | |
| 967 | 968 | * |
| 969 | + * mailbox_id is deliberately NOT listed: moving a ticket between mailboxes | |
| 970 | + * has to fire fluent_support/before_move_tickets and | |
| 971 | + * fluent_support/tickets_moved, which only MailBoxService::moveTickets() | |
| 972 | + * does. Assigning the column here would move the ticket silently, so the | |
| 973 | + * mailbox switcher posts to mailboxes/{id}/move_tickets instead. | |
| 974 | + * | |
| 968 | 975 | * @return array |
| 969 | 976 | */ |
| 970 | 977 | protected function updatableTicketProperties() |
| 971 | 978 | { |
| @@ -971,9 +978,8 @@ | ||
| 971 | 978 | { |
| 972 | 979 | return [ |
| 973 | 980 | 'agent_id', |
| 974 | 981 | 'title', |
| 975 | - 'mailbox_id', | |
| 976 | 982 | 'product_id', |
| 977 | 983 | 'status', |
| 978 | 984 | 'priority', |
| 979 | 985 | 'client_priority', |
| @@ -980,12 +986,10 @@ | ||
| 980 | 986 | ]; |
| 981 | 987 | } |
| 982 | 988 | |
| 983 | 989 | /** |
| 984 | - * Validate and normalize a single ticket-property update. Each allowlisted | |
| 985 | - * property is checked against its own value domain and capability, so a | |
| 986 | - * caller can neither set an out-of-range value nor perform a change the UI | |
| 987 | - * gates behind a stronger permission (FS-SEC-007). | |
| 990 | + * Validate a property update against its allowed values and the | |
| 991 | + * capability the UI requires for it. | |
| 988 | 992 | * |
| 989 | 993 | * @param Ticket $ticket |
| 990 | 994 | * @param string $propName Already confirmed to be in the allowlist. |
| 991 | 995 | * @param string $propValue Raw (text-sanitized) value from the request. |
| @@ -1002,15 +1006,10 @@ | ||
| 1002 | 1006 | } |
| 1003 | 1007 | return $propValue; |
| 1004 | 1008 | |
| 1005 | 1009 | case 'status': |
| 1006 | - // Mirror the ticket-view status dropdown, which is built from | |
| 1007 | - // changeable_ticket_statuses. The dropdown submits the group | |
| 1008 | - // KEY as the status value (getTicketStatus in ViewTicket.vue | |
| 1009 | - // keys the options by group name and el-option binds :value to | |
| 1010 | - // that key), and only groups with a non-empty value list are | |
| 1011 | - // shown. Validate against those same keys so the endpoint honors | |
| 1012 | - // the fluent_support/changeable_ticket_statuses filter exactly. | |
| 1010 | + // The status dropdown in ViewTicket.vue submits the group key from | |
| 1011 | + // changeable_ticket_statuses and hides empty groups. Match that. | |
| 1013 | 1012 | $allowedStatuses = []; |
| 1014 | 1013 | foreach (Helper::changeableTicketStatuses() as $statusKey => $statusGroup) { |
| 1015 | 1014 | if (!empty($statusGroup)) { |
| 1016 | 1015 | $allowedStatuses[] = $statusKey; |
| @@ -1019,8 +1018,15 @@ | ||
| 1019 | 1018 | |
| 1020 | 1019 | if (!in_array($propValue, $allowedStatuses, true)) { |
| 1021 | 1020 | throw new \Exception(esc_html__('Invalid ticket status.', 'fluent-support'), 422); |
| 1022 | 1021 | } |
| 1022 | + | |
| 1023 | + // Closing and reopening need TicketService's side effects and hooks. | |
| 1024 | + // Use closeTicket() / reOpenTicket(). | |
| 1025 | + if ($propValue === 'closed' || $ticket->status === 'closed') { | |
| 1026 | + throw new \Exception(esc_html__('Closing or reopening a ticket must use the dedicated close and re-open actions.', 'fluent-support'), 422); | |
| 1027 | + } | |
| 1028 | + | |
| 1023 | 1029 | return $propValue; |
| 1024 | 1030 | |
| 1025 | 1031 | case 'priority': |
| 1026 | 1032 | if (!array_key_exists($propValue, Helper::adminTicketPriorities())) { |
| @@ -1053,49 +1059,16 @@ | ||
| 1053 | 1059 | if (in_array((int) $ticket->mailbox_id, $restrictedBoxes, true)) { |
| 1054 | 1060 | throw new \Exception(esc_html__('Agent is restricted for this mailbox ticket', 'fluent-support'), 403); |
| 1055 | 1061 | } |
| 1056 | 1062 | return $agentId; |
| 1057 | - | |
| 1058 | - case 'mailbox_id': | |
| 1059 | - // The admin UI only exposes the mailbox switcher to agents with | |
| 1060 | - // fst_manage_settings; enforce the same gate on the API so the | |
| 1061 | - // permission can't be bypassed by calling the endpoint directly. | |
| 1062 | - if (!PermissionManager::currentUserCan('fst_manage_settings')) { | |
| 1063 | - throw new \Exception(esc_html__('Permission denied to move this ticket to another mailbox.', 'fluent-support'), 403); | |
| 1064 | - } | |
| 1065 | - | |
| 1066 | - $mailboxId = (int) $propValue; | |
| 1067 | - $restrictedBoxes = array_map('intval', PermissionManager::getRestrictedMailboxIds()); | |
| 1068 | - | |
| 1069 | - if (!MailBox::where('id', $mailboxId)->exists() || in_array($mailboxId, $restrictedBoxes, true)) { | |
| 1070 | - throw new \Exception(esc_html__('Invalid or restricted mailbox.', 'fluent-support'), 422); | |
| 1071 | - } | |
| 1072 | - | |
| 1073 | - // Preserve the agent/mailbox compatibility invariant that the | |
| 1074 | - // agent_id branch enforces on assignment: a ticket must not be | |
| 1075 | - // moved into a mailbox its currently assigned agent is restricted | |
| 1076 | - // from, which would otherwise persist an assignment the assign | |
| 1077 | - // flow would have rejected. | |
| 1078 | - if ($ticket->agent_id) { | |
| 1079 | - $assignedAgent = Agent::find($ticket->agent_id); | |
| 1080 | - if ($assignedAgent) { | |
| 1081 | - $agentRestrictedBoxes = (new AgentTicketAccess())->getRestrictedMailboxIds($assignedAgent); | |
| 1082 | - if (in_array($mailboxId, $agentRestrictedBoxes, true)) { | |
| 1083 | - throw new \Exception(esc_html__('The assigned agent is restricted from the selected mailbox. Reassign the ticket before moving it.', 'fluent-support'), 403); | |
| 1084 | - } | |
| 1085 | - } | |
| 1086 | - } | |
| 1087 | - return $mailboxId; | |
| 1088 | 1063 | } |
| 1089 | 1064 | |
| 1090 | - // Unreachable: updateTicketProperty already rejected non-allowlisted | |
| 1091 | - // properties before calling this method. Fail closed regardless. | |
| 1065 | + // Unreachable after the allowlist check. Fail closed anyway. | |
| 1092 | 1066 | throw new \Exception(esc_html__('This ticket property cannot be updated.', 'fluent-support'), 403); |
| 1093 | 1067 | } |
| 1094 | 1068 | |
| 1095 | 1069 | /** |
| 1096 | - * closeTicket method close the ticket by id | |
| 1097 | - * @param Ticket $ticket | |
| 1070 | + * @param Request $request | |
| 1098 | 1071 | * @param int $ticket_id |
| 1099 | 1072 | * @return array |
| 1100 | 1073 | */ |
| 1101 | 1074 | public function closeTicket(Request $request, $ticket_id) |
| @@ -1119,11 +1092,9 @@ | ||
| 1119 | 1092 | } |
| 1120 | 1093 | } |
| 1121 | 1094 | |
| 1122 | 1095 | /** |
| 1123 | - * reOpenTicket method will reopen a closed ticket | |
| 1124 | - * @param Request $request | |
| 1125 | - * @param $ticket_id | |
| 1096 | + * @param int $ticket_id | |
| 1126 | 1097 | * @return array |
| 1127 | 1098 | */ |
| 1128 | 1099 | public function reOpenTicket($ticket_id) |
| 1129 | 1100 | { |
| @@ -1144,12 +1115,9 @@ | ||
| 1144 | 1115 | } |
| 1145 | 1116 | } |
| 1146 | 1117 | |
| 1147 | 1118 | /** |
| 1148 | - * doBulkActions method is responsible for bulk action | |
| 1149 | - * This function will get ticket ids and action as parameter and perform action based on the selection | |
| 1150 | 1119 | * @param Request $request |
| 1151 | - * @param Ticket $ticket | |
| 1152 | 1120 | * @return array|string[]|void |
| 1153 | 1121 | * @throws \Exception |
| 1154 | 1122 | */ |
| 1155 | 1123 | public function doBulkActions(Request $request) |
| @@ -1155,18 +1123,24 @@ | ||
| 1155 | 1123 | public function doBulkActions(Request $request) |
| 1156 | 1124 | { |
| 1157 | 1125 | try { |
| 1158 | 1126 | $action = $request->getSafe('bulk_action', 'sanitize_text_field'); |
| 1159 | - $ticketIds = array_map('intval', $request->get('ticket_ids', null, [])); | |
| 1127 | + $ticketIds = array_map('intval', (array) $request->get('ticket_ids', null, [])); | |
| 1160 | 1128 | |
| 1129 | + if (count($ticketIds) > self::MAX_BULK_TICKETS) { | |
| 1130 | + throw new \Exception(sprintf( | |
| 1131 | + /* translators: %d is the most tickets one bulk action can change */ | |
| 1132 | + esc_html__('You can change at most %d tickets at a time.', 'fluent-support'), | |
| 1133 | + (int) self::MAX_BULK_TICKETS | |
| 1134 | + ), 422); | |
| 1135 | + } | |
| 1136 | + | |
| 1161 | 1137 | $agent = Helper::getAgentByUserId(); |
| 1162 | 1138 | $query = Ticket::whereIn('id', $ticketIds); |
| 1163 | 1139 | |
| 1164 | - //Scope selected tickets to what the agent can access, matching the | |
| 1165 | - //per-ticket ensureCanAccessTicket() check on the single-ticket routes | |
| 1140 | + // Same access rules as ensureCanAccessTicket() on single-ticket routes. | |
| 1166 | 1141 | (new AgentTicketAccess())->applyAccessScope($query, $agent); |
| 1167 | 1142 | |
| 1168 | - //If bulk action is close tickets | |
| 1169 | 1143 | if ($action == 'close_tickets') { |
| 1170 | 1144 | $tickets = $query->get(); |
| 1171 | 1145 | $tickets->each(function ($ticket) use ($agent) { |
| 1172 | 1146 | (new TicketService())->close($ticket, $agent); |
| @@ -1214,9 +1188,8 @@ | ||
| 1214 | 1188 | |
| 1215 | 1189 | $tickets->each(function ($ticket) use ($assignAgent, $agent, $restrictedBoxes, &$assignedCount, &$skippedCount) { |
| 1216 | 1190 | $previousAgentId = (int) $ticket->agent_id; |
| 1217 | 1191 | |
| 1218 | - //Skip ticket if mailbox is restricted for the agent | |
| 1219 | 1192 | if (!empty($ticket->mailbox_id) && in_array((int) $ticket->mailbox_id, $restrictedBoxes, true)) { |
| 1220 | 1193 | $skippedCount++; |
| 1221 | 1194 | return; |
| 1222 | 1195 | } |
| @@ -1276,9 +1249,9 @@ | ||
| 1276 | 1249 | |
| 1277 | 1250 | $ticket->agent_id = $selectedAgent->id; |
| 1278 | 1251 | $ticket->save(); |
| 1279 | 1252 | $assignedCount++; |
| 1280 | - $currentCounts[$selectedAgent->id]++; | |
| 1253 | + $currentCounts[$selectedAgent->id] = ($currentCounts[$selectedAgent->id] ?? 0) + 1; | |
| 1281 | 1254 | |
| 1282 | 1255 | as_enqueue_async_action('fluent_support/async_agent_assigned_to_ticket', [ |
| 1283 | 1256 | $selectedAgent->id, $ticket->id, $agent->id, $previousAgentId |
| 1284 | 1257 | ], 'fluent-support'); |
| @@ -1305,8 +1278,67 @@ | ||
| 1305 | 1278 | |
| 1306 | 1279 | return [ |
| 1307 | 1280 | 'message' => __('Selected tags has been added to tickets', 'fluent-support') |
| 1308 | 1281 | ]; |
| 1282 | + } else if ($action == 'remove_tags') { | |
| 1283 | + $tagIds = $request->get('tag_ids', null); | |
| 1284 | + $tags = array_filter(array_map('absint', is_array($tagIds) ? $tagIds : [])); | |
| 1285 | + | |
| 1286 | + if (!$tags) { | |
| 1287 | + throw new \Exception(esc_html__('Please select tags to remove', 'fluent-support'), 422); | |
| 1288 | + } | |
| 1289 | + | |
| 1290 | + $query->get()->each(function ($ticket) use ($tags) { | |
| 1291 | + $ticket->detachTags($tags); | |
| 1292 | + }); | |
| 1293 | + | |
| 1294 | + return [ | |
| 1295 | + 'message' => __('Selected tags have been removed from the tickets', 'fluent-support') | |
| 1296 | + ]; | |
| 1297 | + } else if ($action == 'change_priority') { | |
| 1298 | + $priority = $request->getSafe('priority', 'sanitize_text_field'); | |
| 1299 | + | |
| 1300 | + if (!array_key_exists($priority, Helper::adminTicketPriorities())) { | |
| 1301 | + throw new \Exception(esc_html__('Invalid ticket priority.', 'fluent-support'), 422); | |
| 1302 | + } | |
| 1303 | + | |
| 1304 | + return [ | |
| 1305 | + 'message' => sprintf( | |
| 1306 | + /* translators: %d is the number of tickets whose priority changed */ | |
| 1307 | + __('Priority changed on %d tickets.', 'fluent-support'), | |
| 1308 | + $this->bulkSetProperty($query, 'priority', $priority) | |
| 1309 | + ) | |
| 1310 | + ]; | |
| 1311 | + } else if ($action == 'change_product') { | |
| 1312 | + $productId = $request->getSafe('product_id', 'intval'); | |
| 1313 | + | |
| 1314 | + if (!$productId || !Product::where('id', $productId)->exists()) { | |
| 1315 | + throw new \Exception(esc_html__('Invalid product.', 'fluent-support'), 422); | |
| 1316 | + } | |
| 1317 | + | |
| 1318 | + return [ | |
| 1319 | + 'message' => sprintf( | |
| 1320 | + /* translators: %d is the number of tickets whose product changed */ | |
| 1321 | + __('Product changed on %d tickets.', 'fluent-support'), | |
| 1322 | + $this->bulkSetProperty($query, 'product_id', $productId) | |
| 1323 | + ) | |
| 1324 | + ]; | |
| 1325 | + } else if ($action == 'reopen_tickets') { | |
| 1326 | + // Only closed tickets reopen; the rest are left as they are. | |
| 1327 | + $tickets = $query->where('status', 'closed')->get(); | |
| 1328 | + $ticketService = new TicketService(); | |
| 1329 | + | |
| 1330 | + foreach ($tickets as $ticket) { | |
| 1331 | + $ticketService->reopen($ticket, $agent); | |
| 1332 | + } | |
| 1333 | + | |
| 1334 | + return [ | |
| 1335 | + 'message' => sprintf( | |
| 1336 | + /* translators: %d is the number of tickets reopened */ | |
| 1337 | + __('%d tickets have been reopened.', 'fluent-support'), | |
| 1338 | + count($tickets) | |
| 1339 | + ) | |
| 1340 | + ]; | |
| 1309 | 1341 | } |
| 1310 | 1342 | |
| 1311 | 1343 | throw new \Exception(esc_html__('Sorry no action found as available', 'fluent-support')); |
| 1312 | 1344 | } catch (\Exception $e) { |
| @@ -1316,9 +1348,34 @@ | ||
| 1316 | 1348 | } |
| 1317 | 1349 | } |
| 1318 | 1350 | |
| 1319 | 1351 | /** |
| 1320 | - * deleteTicket method will delete a ticket | |
| 1352 | + * Set one column on every ticket the bulk query matches, skipping tickets | |
| 1353 | + * that already have the value. | |
| 1354 | + * | |
| 1355 | + * @param \FluentSupport\Framework\Database\Orm\Builder $query | |
| 1356 | + * @param string $column | |
| 1357 | + * @param mixed $value | |
| 1358 | + * @return int Number of tickets changed. | |
| 1359 | + */ | |
| 1360 | + protected function bulkSetProperty($query, $column, $value) | |
| 1361 | + { | |
| 1362 | + $changed = 0; | |
| 1363 | + | |
| 1364 | + /** @var Ticket $ticket */ | |
| 1365 | + foreach ($query->get() as $ticket) { | |
| 1366 | + if ($ticket->{$column} == $value) { | |
| 1367 | + continue; | |
| 1368 | + } | |
| 1369 | + $ticket->{$column} = $value; | |
| 1370 | + $ticket->save(); | |
| 1371 | + $changed++; | |
| 1372 | + } | |
| 1373 | + | |
| 1374 | + return $changed; | |
| 1375 | + } | |
| 1376 | + | |
| 1377 | + /** | |
| 1321 | 1378 | * @param int $ticket_id |
| 1322 | 1379 | * @return array |
| 1323 | 1380 | */ |
| 1324 | 1381 | public function deleteTicket($ticket_id) |
| @@ -1340,12 +1397,9 @@ | ||
| 1340 | 1397 | } |
| 1341 | 1398 | } |
| 1342 | 1399 | |
| 1343 | 1400 | /** |
| 1344 | - * doBulkReplies method will create response for bulk tickets | |
| 1345 | - * This function will get ticket ids, content, attachment etc and create response for tickets | |
| 1346 | 1401 | * @param Request $request |
| 1347 | - * @param Conversation $conversation | |
| 1348 | 1402 | * @return array |
| 1349 | 1403 | * @throws \Exception |
| 1350 | 1404 | */ |
| 1351 | 1405 | public function doBulkReplies(Request $request) |
| @@ -1350,9 +1404,8 @@ | ||
| 1350 | 1404 | */ |
| 1351 | 1405 | public function doBulkReplies(Request $request) |
| 1352 | 1406 | { |
| 1353 | 1407 | try { |
| 1354 | - // Sanitize all request data before validation | |
| 1355 | 1408 | $requestData = $request->all(); |
| 1356 | 1409 | $data = []; |
| 1357 | 1410 | foreach ($requestData as $key => $value) { |
| 1358 | 1411 | if (is_array($value)) { |
| @@ -1372,15 +1425,13 @@ | ||
| 1372 | 1425 | 'content' => 'required', |
| 1373 | 1426 | 'ticket_ids' => 'required|array' |
| 1374 | 1427 | ]); |
| 1375 | 1428 | |
| 1376 | - //Get logged in agent information | |
| 1377 | 1429 | $agent = Helper::getAgentByUserId(); |
| 1378 | 1430 | $ticketIds = array_filter($data['ticket_ids'], 'absint'); |
| 1379 | 1431 | |
| 1380 | 1432 | $query = Ticket::whereIn('id', $ticketIds)->where('status', '!=', 'closed'); |
| 1381 | 1433 | |
| 1382 | - // Scope to tickets the agent may access (visibility + mailbox restrictions). | |
| 1383 | 1434 | (new AgentTicketAccess())->applyAccessScope($query, $agent); |
| 1384 | 1435 | |
| 1385 | 1436 | $tickets = $query->get(); |
| 1386 | 1437 | |
| @@ -1393,9 +1444,8 @@ | ||
| 1393 | 1444 | 'conversation_type' => 'response', |
| 1394 | 1445 | 'close_ticket' => Arr::get($data, 'close_ticket'), |
| 1395 | 1446 | ]; |
| 1396 | 1447 | |
| 1397 | - //If request with file attachments | |
| 1398 | 1448 | $attachmentHashes = Arr::get($data, 'attachments', []); |
| 1399 | 1449 | $attachments = false; |
| 1400 | 1450 | if ($attachmentHashes) { |
| 1401 | 1451 | $attachments = Attachment::whereNull('ticket_id') |
| @@ -1442,13 +1492,10 @@ | ||
| 1442 | 1492 | } |
| 1443 | 1493 | } |
| 1444 | 1494 | |
| 1445 | 1495 | /** |
| 1446 | - * deleteResponse method will remove a response from ticket by ticket id and response id | |
| 1447 | - * @param Request $request | |
| 1448 | - * @param Conversation $conversation | |
| 1449 | - * @param $ticket_id | |
| 1450 | - * @param $response_id | |
| 1496 | + * @param int $ticket_id | |
| 1497 | + * @param int $response_id | |
| 1451 | 1498 | * @return array |
| 1452 | 1499 | */ |
| 1453 | 1500 | public function deleteResponse($ticket_id, $response_id) |
| 1454 | 1501 | { |
| @@ -1455,17 +1502,14 @@ | ||
| 1455 | 1502 | try { |
| 1456 | 1503 | $ticket = Ticket::findOrFail($ticket_id); |
| 1457 | 1504 | |
| 1458 | 1505 | if (in_array($ticket->mailbox_id, PermissionManager::getRestrictedMailboxIds())) { |
| 1459 | - throw new \Exception(esc_html__('Ticket cannot be fetched due to restricted mailbox', 'fluent-support')); | |
| 1506 | + throw new \Exception(esc_html__('Ticket cannot be fetched due to restricted mailbox', 'fluent-support'), 403); | |
| 1460 | 1507 | } |
| 1461 | 1508 | |
| 1462 | - // The caller must have access to this specific ticket (visibility + | |
| 1463 | - // ownership + mailbox), not merely a global manage capability. | |
| 1464 | 1509 | $this->ensureCanAccessTicket($ticket); |
| 1465 | 1510 | |
| 1466 | - // Deleting a response always requires the explicit delete capability, | |
| 1467 | - // mirroring deleteTicket(). Assignment alone is not sufficient. | |
| 1511 | + // Being assigned to the ticket isn't enough to delete a response. | |
| 1468 | 1512 | if (!PermissionManager::currentUserCan('fst_delete_tickets')) { |
| 1469 | 1513 | throw new \Exception( |
| 1470 | 1514 | esc_html__('Sorry, you do not have permission to delete this response.', 'fluent-support') |
| 1471 | 1515 | ); |
| @@ -1488,10 +1532,9 @@ | ||
| 1488 | 1532 | } |
| 1489 | 1533 | } |
| 1490 | 1534 | |
| 1491 | 1535 | /** |
| 1492 | - * updateResponse method will update ticket response using ticket and response id | |
| 1493 | - * @param Request $request | |
| 1536 | + * @param TicketResponseRequest $request | |
| 1494 | 1537 | * @param int $ticket_id |
| 1495 | 1538 | * @param int $response_id |
| 1496 | 1539 | * @return array |
| 1497 | 1540 | * @throws \Exception |
| @@ -1501,13 +1544,11 @@ | ||
| 1501 | 1544 | try { |
| 1502 | 1545 | $ticket = Ticket::findOrFail($ticket_id); |
| 1503 | 1546 | |
| 1504 | 1547 | if (in_array($ticket->mailbox_id, PermissionManager::getRestrictedMailboxIds())) { |
| 1505 | - throw new \Exception(esc_html__('Ticket cannot be fetched due to restricted mailbox', 'fluent-support')); | |
| 1548 | + throw new \Exception(esc_html__('Ticket cannot be fetched due to restricted mailbox', 'fluent-support'), 403); | |
| 1506 | 1549 | } |
| 1507 | 1550 | |
| 1508 | - // The caller must have access to this specific ticket (visibility + | |
| 1509 | - // ownership + mailbox), not merely a global manage capability. | |
| 1510 | 1551 | $this->ensureCanAccessTicket($ticket); |
| 1511 | 1552 | |
| 1512 | 1553 | $response = Conversation::where('id', $response_id) |
| 1513 | 1554 | ->where('ticket_id', $ticket_id) |
| @@ -1514,10 +1555,8 @@ | ||
| 1514 | 1555 | ->with('person') |
| 1515 | 1556 | ->firstOrFail(); |
| 1516 | 1557 | $agent = Helper::getAgentByUserId(); |
| 1517 | 1558 | |
| 1518 | - // Only agent-authored conversation types may be edited here. Customer | |
| 1519 | - // replies and system entries must not be rewritten via this endpoint. | |
| 1520 | 1559 | $editableTypes = ['response', 'draft_response', 'note', 'internal_info']; |
| 1521 | 1560 | if (!in_array($response->conversation_type, $editableTypes, true)) { |
| 1522 | 1561 | throw new \Exception( |
| 1523 | 1562 | esc_html__('This response type cannot be edited.', 'fluent-support') |
| @@ -1523,10 +1562,9 @@ | ||
| 1523 | 1562 | esc_html__('This response type cannot be edited.', 'fluent-support') |
| 1524 | 1563 | ); |
| 1525 | 1564 | } |
| 1526 | 1565 | |
| 1527 | - // Customer messages share the 'response' type but are authored by a | |
| 1528 | - // customer person; they are never editable by an agent. | |
| 1566 | + // Customer replies also use the 'response' type. | |
| 1529 | 1567 | if ($response->person && $response->person->person_type !== 'agent') { |
| 1530 | 1568 | throw new \Exception( |
| 1531 | 1569 | esc_html__('Sorry, you do not have permission to update this response.', 'fluent-support') |
| 1532 | 1570 | ); |
| @@ -1536,9 +1574,8 @@ | ||
| 1536 | 1574 | $isAuthor = (int) $response->person_id === (int) $agent->id; |
| 1537 | 1575 | $canApproveDraft = PermissionManager::currentUserCan('fst_approve_draft_reply'); |
| 1538 | 1576 | |
| 1539 | 1577 | if ($isDraft && !$isAuthor) { |
| 1540 | - // Another agent's draft can only be edited/approved by an approver. | |
| 1541 | 1578 | if (!$canApproveDraft) { |
| 1542 | 1579 | throw new \Exception( |
| 1543 | 1580 | esc_html__('Sorry, You do not have permission to approve this draft response', 'fluent-support') |
| 1544 | 1581 | ); |
| @@ -1543,15 +1580,15 @@ | ||
| 1543 | 1580 | esc_html__('Sorry, You do not have permission to approve this draft response', 'fluent-support') |
| 1544 | 1581 | ); |
| 1545 | 1582 | } |
| 1546 | 1583 | } elseif (!$isAuthor && !PermissionManager::currentUserCan('fst_manage_other_tickets')) { |
| 1547 | - // Editing another agent's response requires manage-others capability. | |
| 1548 | 1584 | throw new \Exception( |
| 1549 | 1585 | esc_html__('Sorry, you do not have permission to update this response.', 'fluent-support') |
| 1550 | 1586 | ); |
| 1551 | 1587 | } |
| 1552 | 1588 | |
| 1553 | - $content = wp_unslash(wp_kses_post($request->getSafe('content', 'wp_kses_post'))); | |
| 1589 | + // Input is already unslashed. Unslashing again strips real backslashes. | |
| 1590 | + $content = wp_kses_post($request->getSafe('content', 'wp_kses_post')); | |
| 1554 | 1591 | $response->content = $content; |
| 1555 | 1592 | |
| 1556 | 1593 | if ($isDraft && !$isAuthor && $canApproveDraft) { |
| 1557 | 1594 | $response = $this->approveDraftConversation($ticket, $response, $agent, $content); |
| @@ -1593,9 +1630,9 @@ | ||
| 1593 | 1630 | $response = $this->approveDraftConversation( |
| 1594 | 1631 | $ticket, |
| 1595 | 1632 | $response, |
| 1596 | 1633 | $person, |
| 1597 | - wp_unslash(wp_kses_post($request->getSafe('content', 'wp_kses_post'))) | |
| 1634 | + wp_kses_post($request->getSafe('content', 'wp_kses_post')) | |
| 1598 | 1635 | ); |
| 1599 | 1636 | |
| 1600 | 1637 | return [ |
| 1601 | 1638 | 'message' => __('Draft response has been successfully approved.', 'fluent-support'), |
| @@ -1609,41 +1646,16 @@ | ||
| 1609 | 1646 | } |
| 1610 | 1647 | |
| 1611 | 1648 | protected function approveDraftConversation($ticket, $response, $person, $content) |
| 1612 | 1649 | { |
| 1613 | - $resetWaitingSince = apply_filters('fluent_support/reset_waiting_since', true, $content); | |
| 1614 | - | |
| 1615 | - $response->content = $content; | |
| 1616 | - $response->conversation_type = 'response'; | |
| 1617 | - $response->created_at = current_time('mysql'); | |
| 1618 | - $response->save(); | |
| 1619 | - | |
| 1620 | - if ($person->person_type == 'agent' && $ticket->status == 'new') { | |
| 1621 | - $ticket->status = 'active'; | |
| 1622 | - if ($ticket->created_at) { | |
| 1623 | - $ticket->first_response_time = strtotime(current_time('mysql')) - strtotime($ticket->created_at); | |
| 1624 | - } else { | |
| 1625 | - $ticket->first_response_time = 300; | |
| 1626 | - } | |
| 1627 | - } | |
| 1628 | - | |
| 1629 | - if ($resetWaitingSince) { | |
| 1630 | - $ticket->last_agent_response = current_time('mysql'); | |
| 1631 | - $ticket->waiting_since = current_time('mysql'); | |
| 1632 | - } | |
| 1633 | - | |
| 1634 | - $ticket->response_count += 1; | |
| 1635 | - $ticket->save(); | |
| 1636 | - | |
| 1637 | - do_action('fluent_support/response_added_by_' . $person->person_type, $response, $ticket, $person); | |
| 1638 | - | |
| 1639 | - return $response; | |
| 1650 | + return (new ResponseService())->publishDraft($ticket, $response, $person, $content); | |
| 1640 | 1651 | } |
| 1641 | 1652 | |
| 1642 | 1653 | /** |
| 1643 | - * getLiveActivity method will return the activity in a ticket by agents | |
| 1654 | + * Agents currently viewing the ticket. | |
| 1655 | + * | |
| 1644 | 1656 | * @param Request $request |
| 1645 | - * @param $ticket_id | |
| 1657 | + * @param int $ticket_id | |
| 1646 | 1658 | * @return array |
| 1647 | 1659 | */ |
| 1648 | 1660 | public function getLiveActivity(Request $request, $ticket_id) |
| 1649 | 1661 | { |
| @@ -1664,11 +1676,12 @@ | ||
| 1664 | 1676 | } |
| 1665 | 1677 | } |
| 1666 | 1678 | |
| 1667 | 1679 | /** |
| 1668 | - * removeLiveActivity method will remove activities that | |
| 1680 | + * Remove the current agent from the ticket's live activity. | |
| 1681 | + * | |
| 1669 | 1682 | * @param Request $request |
| 1670 | - * @param $ticket_id | |
| 1683 | + * @param int $ticket_id | |
| 1671 | 1684 | * @return array |
| 1672 | 1685 | */ |
| 1673 | 1686 | public function removeLiveActivity(Request $request, $ticket_id) |
| 1674 | 1687 | { |
| @@ -1690,11 +1703,10 @@ | ||
| 1690 | 1703 | } |
| 1691 | 1704 | } |
| 1692 | 1705 | |
| 1693 | 1706 | /** |
| 1694 | - * addTag method will add tag in ticket by ticket id | |
| 1695 | 1707 | * @param Request $request |
| 1696 | - * @param $ticket_id | |
| 1708 | + * @param int $ticket_id | |
| 1697 | 1709 | * @return array |
| 1698 | 1710 | */ |
| 1699 | 1711 | public function addTag(Request $request, $ticket_id) |
| 1700 | 1712 | { |
| @@ -1716,11 +1728,12 @@ | ||
| 1716 | 1728 | } |
| 1717 | 1729 | } |
| 1718 | 1730 | |
| 1719 | 1731 | /** |
| 1720 | - * detachTag method will remove all tags from tickets | |
| 1721 | - * @param $ticket_id | |
| 1722 | - * @param $tag_id | |
| 1732 | + * Remove one tag from the ticket. | |
| 1733 | + * | |
| 1734 | + * @param int $ticket_id | |
| 1735 | + * @param int $tag_id | |
| 1723 | 1736 | * @return array |
| 1724 | 1737 | */ |
| 1725 | 1738 | public function detachTag($ticket_id, $tag_id) |
| 1726 | 1739 | { |
| @@ -1742,11 +1755,10 @@ | ||
| 1742 | 1755 | } |
| 1743 | 1756 | } |
| 1744 | 1757 | |
| 1745 | 1758 | /** |
| 1746 | - * changeTicketCustomer method will update customer in a ticket | |
| 1747 | - * This method will get ticket id and customer id as parameter, it will replace existing customer id with new | |
| 1748 | 1759 | * @param Request $request |
| 1760 | + * @param int $ticket_id | |
| 1749 | 1761 | * @return array |
| 1750 | 1762 | */ |
| 1751 | 1763 | public function changeTicketCustomer(Request $request, $ticket_id) |
| 1752 | 1764 | { |
| @@ -1756,11 +1768,10 @@ | ||
| 1756 | 1768 | if (!$newCustomerId) { |
| 1757 | 1769 | return $this->sendError(__('Invalid customer selected.', 'fluent-support')); |
| 1758 | 1770 | } |
| 1759 | 1771 | |
| 1760 | - // Rebinding a ticket to another customer exposes that customer's private | |
| 1761 | - // data (profile, custom fields) through the ticket, so it requires the same | |
| 1762 | - // sensitive-data capability that gates the customer routes. | |
| 1772 | + // The ticket would expose the new customer's profile data, so this | |
| 1773 | + // needs the same capability as the customer routes. | |
| 1763 | 1774 | if (!PermissionManager::currentUserCan('fst_sensitive_data')) { |
| 1764 | 1775 | return $this->sendError(__('You do not have permission to change the ticket customer.', 'fluent-support')); |
| 1765 | 1776 | } |
| 1766 | 1777 | |
| @@ -1793,11 +1804,10 @@ | ||
| 1793 | 1804 | } |
| 1794 | 1805 | } |
| 1795 | 1806 | |
| 1796 | 1807 | /** |
| 1797 | - * getTicketCustomData method will return the custom data by ticket id | |
| 1798 | 1808 | * @param Request $request |
| 1799 | - * @param $ticket_id | |
| 1809 | + * @param int $ticket_id | |
| 1800 | 1810 | * @return array|array[] |
| 1801 | 1811 | */ |
| 1802 | 1812 | public function getTicketCustomData(Request $request, $ticket_id) |
| 1803 | 1813 | { |
| @@ -1824,10 +1834,8 @@ | ||
| 1824 | 1834 | } |
| 1825 | 1835 | } |
| 1826 | 1836 | |
| 1827 | 1837 | /** |
| 1828 | - * syncFluentCrmTags method will synchronize the tags with Fluent CRM by contact id | |
| 1829 | - *This function will get contact id and tags as parameter, get existing tags from crm and updated added/removed tags | |
| 1830 | 1838 | * @param Request $request |
| 1831 | 1839 | * @param FluentCRMServices $fluentCRMServices |
| 1832 | 1840 | * @return array |
| 1833 | 1841 | */ |
| @@ -1837,9 +1845,8 @@ | ||
| 1837 | 1845 | 'contact_id' => $request->getSafe('contact_id', 'intval'), |
| 1838 | 1846 | 'tags' => $request->get('tags', null) |
| 1839 | 1847 | ]; |
| 1840 | 1848 | |
| 1841 | - // Sanitize tags array if it's an array | |
| 1842 | 1849 | if (is_array($data['tags'])) { |
| 1843 | 1850 | $data['tags'] = array_map('intval', $data['tags']); |
| 1844 | 1851 | } |
| 1845 | 1852 | |
| @@ -1852,10 +1859,8 @@ | ||
| 1852 | 1859 | } |
| 1853 | 1860 | } |
| 1854 | 1861 | |
| 1855 | 1862 | /** |
| 1856 | - * This `syncFluentCrmLists` method will synchronize the lists with Fluent CRM by contact id | |
| 1857 | - * This method will get contact id and lists as parameter, get existing lists from crm and updated added/removed lists | |
| 1858 | 1863 | * @param Request $request |
| 1859 | 1864 | * @param FluentCRMServices $fluentCRMServices |
| 1860 | 1865 | * @return array |
| 1861 | 1866 | */ |
| @@ -1866,9 +1871,8 @@ | ||
| 1866 | 1871 | 'contact_id' => $request->getSafe('contact_id', 'intval'), |
| 1867 | 1872 | 'lists' => $request->get('lists', null, []) |
| 1868 | 1873 | ]; |
| 1869 | 1874 | |
| 1870 | - // Sanitize lists array if it's an array | |
| 1871 | 1875 | if (is_array($data['lists'])) { |
| 1872 | 1876 | $data['lists'] = array_map('intval', $data['lists']); |
| 1873 | 1877 | } |
| 1874 | 1878 | |
| @@ -1881,12 +1885,10 @@ | ||
| 1881 | 1885 | } |
| 1882 | 1886 | } |
| 1883 | 1887 | |
| 1884 | 1888 | /** |
| 1885 | - * Get ticket essentials data based on the provided types. | |
| 1886 | - * | |
| 1887 | - * @param \Illuminate\Http\Request $request | |
| 1888 | - * @return array The ticket essentials data. | |
| 1889 | + * @param Request $request | |
| 1890 | + * @return array | |
| 1889 | 1891 | */ |
| 1890 | 1892 | public function getTicketEssentials(Request $request) |
| 1891 | 1893 | { |
| 1892 | 1894 | $type = $request->getSafe('type', 'sanitize_text_field'); |
