| 1 |
<?php |
| 2 |
|
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namespace FluentSupport\App\Modules\MCP\Helpers; |
| 4 |
|
| 5 |
use FluentSupport\App\Models\Agent; |
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use FluentSupport\App\Models\Ticket; |
| 7 |
use FluentSupport\App\Modules\MCP\Support\TicketAccessGuard; |
| 8 |
use FluentSupport\App\Modules\PermissionManager; |
| 9 |
use FluentSupport\App\Services\Helper; |
| 10 |
use FluentSupport\App\Services\Parser\Parsedown; |
| 11 |
use FluentSupport\App\Services\Tickets\TicketService; |
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|
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class MCPHelper |
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{ |
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/** Default per_page ceiling. Individual tools may raise their own limit up to HARD_MAX_PER_PAGE. */ |
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const MAX_PER_PAGE = 100; |
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|
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/** Absolute ceiling no tool can exceed, however large a per_page it requests. */ |
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const HARD_MAX_PER_PAGE = 200; |
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|
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/** Maximum chars kept in a content preview before truncation. */ |
| 22 |
const PREVIEW_CHARS = 150; |
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|
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public static function resolveAgent() |
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{ |
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$userId = get_current_user_id(); |
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if (!$userId) { |
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return null; |
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} |
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|
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return Helper::getAgentByUserId($userId); |
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} |
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|
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public static function formatTicketForMCP($ticket) |
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{ |
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$data = [ |
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'id' => $ticket->id, |
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'title' => $ticket->title, |
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'status' => $ticket->status ?: 'new', |
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'priority' => self::normalizePriority($ticket->priority), |
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'client_priority' => $ticket->client_priority ?: 'normal', |
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'source' => $ticket->source, |
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'response_count' => (int) $ticket->response_count, |
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'created_at' => self::toIso8601($ticket->created_at), |
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'updated_at' => self::toIso8601($ticket->updated_at), |
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'waiting_since' => self::toIso8601($ticket->waiting_since), |
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'resolved_at' => self::toIso8601($ticket->resolved_at), |
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]; |
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|
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if ($ticket->relationLoaded('customer') && $ticket->customer) { |
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$data['customer'] = self::formatPersonSummary($ticket->customer); |
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} |
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|
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if ($ticket->relationLoaded('agent') && $ticket->agent) { |
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$data['agent'] = self::formatPersonSummary($ticket->agent); |
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} |
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|
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if ($ticket->relationLoaded('product') && $ticket->product) { |
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$data['product'] = [ |
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'id' => $ticket->product->id, |
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'title' => $ticket->product->title, |
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]; |
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} |
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|
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if ($ticket->relationLoaded('mailbox') && $ticket->mailbox) { |
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$data['mailbox'] = [ |
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'id' => $ticket->mailbox->id, |
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'name' => $ticket->mailbox->name, |
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]; |
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} |
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|
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if ($ticket->relationLoaded('tags')) { |
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$data['tags'] = $ticket->tags->map(function ($tag) { |
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return ['id' => $tag->id, 'title' => $tag->title]; |
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})->toArray(); |
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} |
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|
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$data['content'] = self::htmlToText($ticket->content); |
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|
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return $data; |
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} |
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|
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public static function formatTicketList($paginated, $customerMeta = []) |
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{ |
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// Accepts either a WPFluent paginator (page/per_page mode) or a plain |
| 86 |
// collection/array (keyset cursor mode, which fetches rows directly). |
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$items = is_object($paginated) && method_exists($paginated, 'items') ? $paginated->items() : $paginated; |
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|
| 89 |
if (!is_iterable($items)) { |
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$type = is_object($items) ? get_class($items) : gettype($items); |
| 91 |
throw new \Exception('MCPHelper::formatTicketList() expects a paginator, Collection, or array of tickets, got ' . esc_html($type)); |
| 92 |
} |
| 93 |
|
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$tickets = []; |
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foreach ($items as $ticket) { |
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$item = [ |
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'id' => $ticket->id, |
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'title' => $ticket->title, |
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'preview' => self::preview($ticket->content), |
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'status' => $ticket->status ?: 'new', |
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'priority' => self::normalizePriority($ticket->priority), |
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'client_priority' => $ticket->client_priority ?: 'normal', |
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'response_count' => (int) $ticket->response_count, |
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'last_reply_by' => $ticket->last_reply_by, |
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'created_at' => self::toIso8601($ticket->created_at), |
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'waiting_since' => self::toIso8601($ticket->waiting_since), |
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]; |
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|
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if ($ticket->relationLoaded('customer') && $ticket->customer) { |
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$item['customer'] = self::formatPersonSummary($ticket->customer); |
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} |
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|
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if ($ticket->relationLoaded('agent') && $ticket->agent) { |
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$item['agent'] = self::formatPersonSummary($ticket->agent); |
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} |
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|
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if ($ticket->relationLoaded('product') && $ticket->product) { |
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$item['product'] = $ticket->product->title; |
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} |
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|
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if ($ticket->relationLoaded('tags')) { |
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$item['tags'] = $ticket->tags->pluck('title')->toArray(); |
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} |
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|
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// Optional integration-provided customer one-liner (gated upstream by fst_sensitive_data). |
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if ($ticket->customer_id && isset($customerMeta[$ticket->customer_id])) { |
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$item['customer_summary'] = $customerMeta[$ticket->customer_id]; |
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} |
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|
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$tickets[] = $item; |
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} |
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|
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return $tickets; |
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} |
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|
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/** |
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* Wrap a tool response in a consistent envelope. |
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* |
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* Every tool response has: |
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* summary — one-line the agent can quote ("12 tickets found, page 1 of 3") |
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* data — the actual payload |
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* meta — schema_version, generated_at, plus any caller-supplied keys (e.g. paging) |
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*/ |
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public static function envelope($summary, $data, $meta = []) |
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{ |
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return [ |
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'summary' => $summary, |
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'data' => $data, |
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'meta' => array_merge(['schema_version' => 1, 'generated_at' => gmdate('c')], $meta), |
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]; |
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} |
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|
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/** |
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* Extract and clamp page/per_page from $params. |
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* Returns ['page' => int, 'per_page' => int]. |
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*/ |
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public static function pagination($params, $default = 15, $max = null) |
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{ |
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$max = min($max ?? self::MAX_PER_PAGE, self::HARD_MAX_PER_PAGE); |
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return [ |
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'page' => max((int) ($params['page'] ?? 1), 1), |
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'per_page' => min(max((int) ($params['per_page'] ?? $default), 1), $max), |
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]; |
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} |
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|
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/** |
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* Build the paging meta block from a WPFluent paginator. |
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* Merge this into the $meta arg of envelope(). |
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*/ |
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public static function pagingMeta($paginator) |
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{ |
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return [ |
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'paging' => [ |
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'current' => $paginator->currentPage(), |
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'per_page' => $paginator->perPage(), |
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'total' => $paginator->total(), |
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'pages' => $paginator->lastPage(), |
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'has_more' => $paginator->hasMorePages(), |
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], |
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]; |
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} |
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|
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public static function formatResponseThread($responses) |
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{ |
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$thread = []; |
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foreach ($responses as $response) { |
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$entry = [ |
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'id' => $response->id, |
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'type' => $response->conversation_type, |
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'content' => self::htmlToText($response->content), |
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'source' => $response->source, |
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'created_at' => self::toIso8601($response->created_at), |
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]; |
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|
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if ($response->relationLoaded('person') && $response->person) { |
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$entry['person'] = [ |
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'name' => self::personName($response->person), |
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'type' => $response->person->person_type, |
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]; |
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} |
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|
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$thread[] = $entry; |
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} |
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|
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return $thread; |
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} |
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|
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public static function formatCustomerForMCP($customer) |
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{ |
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return [ |
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'id' => $customer->id, |
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'first_name' => $customer->first_name, |
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'last_name' => $customer->last_name, |
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'email' => $customer->email, |
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'status' => $customer->status, |
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'city' => $customer->city, |
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'state' => $customer->state, |
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'country' => $customer->country, |
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'created_at' => self::toIso8601($customer->created_at), |
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]; |
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} |
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|
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public static function personName($model) |
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{ |
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if (!$model) { |
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return null; |
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} |
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$name = trim(($model->first_name ?? '') . ' ' . ($model->last_name ?? '')); |
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return $name !== '' ? $name : null; |
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} |
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|
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public static function formatPersonSummary($person) |
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{ |
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return [ |
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'id' => $person->id, |
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'name' => self::personName($person), |
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'email' => $person->email, |
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]; |
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} |
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|
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public static function normalizePriority($priority) |
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{ |
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if (!$priority || $priority === '') { |
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return 'normal'; |
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} |
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|
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$aliases = [ |
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'low' => 'normal', |
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'high' => 'critical', |
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]; |
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|
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$normalized = strtolower(trim($priority)); |
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$normalized = $aliases[$normalized] ?? $normalized; |
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|
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$valid = ['normal', 'medium', 'critical']; |
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return in_array($normalized, $valid, true) ? $normalized : 'normal'; |
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} |
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|
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public static function toIso8601($value) |
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{ |
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if (!$value) { |
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return null; |
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} |
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|
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if ($value instanceof \DateTimeInterface) { |
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return $value->format('c'); |
| 267 |
} |
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|
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try { |
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if (is_object($value) && isset($value->date)) { |
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// WPFluent sometimes returns a DateTimeImmutable-style object. |
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$str = (string) $value->date; |
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if (self::isZeroDate($str)) { |
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return null; |
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} |
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$dt = new \DateTime($str, new \DateTimeZone($value->timezone ?? 'UTC')); |
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if ((int) $dt->format('Y') < 1) { |
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return null; |
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} |
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return $dt->format('c'); |
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} |
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|
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if (is_string($value)) { |
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if (self::isZeroDate($value)) { |
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return null; |
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} |
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$dt = new \DateTime($value); |
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if ((int) $dt->format('Y') < 1) { |
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return null; |
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} |
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return $dt->format('c'); |
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} |
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} catch (\Exception $e) { |
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// Malformed date string — return null rather than throwing. |
| 295 |
} |
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|
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return null; |
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} |
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|
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/** True for MySQL zero-dates that PHP's DateTime constructor would misparse. */ |
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private static function isZeroDate($str) |
| 302 |
{ |
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return $str === '' || strpos($str, '0000-00-00') === 0; |
| 304 |
} |
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|
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public static function formatExtraWidgets($widgets) |
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{ |
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$formatted = []; |
| 309 |
|
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foreach ($widgets as $key => $widget) { |
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if (!empty($widget['orders'])) { |
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$orders = []; |
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foreach ($widget['orders'] as $order) { |
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$item = [ |
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'order_id' => $order['id'] ?? $order['order_id'] ?? null, |
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'status' => $order['status'] ?? '', |
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'total' => $order['total'] ?? $order['amount'] ?? '', |
| 318 |
'date' => $order['date'] ?? $order['date_created'] ?? '', |
| 319 |
]; |
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$orders[] = array_filter($item); |
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} |
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$formatted[$key] = [ |
| 323 |
'title' => $widget['title'] ?? $key, |
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'orders' => $orders, |
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]; |
| 326 |
} elseif (!empty($widget['products'])) { |
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$products = []; |
| 328 |
foreach ($widget['products'] as $product) { |
| 329 |
$item = [ |
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'name' => $product['title'] ?? $product['name'] ?? '', |
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'status' => $product['status'] ?? '', |
| 332 |
'price' => $product['price'] ?? '', |
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]; |
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$products[] = array_filter($item); |
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} |
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$entry = [ |
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'title' => $widget['title'] ?? $key, |
| 338 |
'products' => $products, |
| 339 |
]; |
| 340 |
if (!empty($widget['summary'])) { |
| 341 |
$entry['summary'] = $widget['summary']; |
| 342 |
} |
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$formatted[$key] = $entry; |
| 344 |
} else { |
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$skipKeys = ['title', 'header', 'render', 'content_type']; |
| 346 |
$data = array_diff_key($widget, array_flip($skipKeys)); |
| 347 |
|
| 348 |
if (isset($data['body_html'])) { |
| 349 |
// Raw dashboard HTML (often with an inline <style> block) is |
| 350 |
// token-expensive and repeated on every fetch — plain-text it, |
| 351 |
// keeping links (e.g. "view order") instead of dropping them. |
| 352 |
// Don't clobber a summary the integration already curated. |
| 353 |
if (empty($data['summary'])) { |
| 354 |
$html = $data['body_html']; |
| 355 |
$data['summary'] = self::htmlToTextWithLinks($html); |
| 356 |
} |
| 357 |
unset($data['body_html']); |
| 358 |
} |
| 359 |
|
| 360 |
$formatted[$key] = [ |
| 361 |
'title' => $widget['title'] ?? $key, |
| 362 |
'data' => $data, |
| 363 |
]; |
| 364 |
} |
| 365 |
} |
| 366 |
|
| 367 |
return $formatted; |
| 368 |
} |
| 369 |
|
| 370 |
/** |
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* Truncate plain-text content to PREVIEW_CHARS with an ellipsis. |
| 372 |
* |
| 373 |
* @param string $html Raw HTML or plain text. |
| 374 |
* @return string |
| 375 |
*/ |
| 376 |
public static function preview($html, $chars = self::PREVIEW_CHARS) |
| 377 |
{ |
| 378 |
$text = self::htmlToText($html); |
| 379 |
|
| 380 |
if (mb_strlen($text) <= $chars) { |
| 381 |
return $text; |
| 382 |
} |
| 383 |
|
| 384 |
return mb_substr($text, 0, $chars) . '...'; |
| 385 |
} |
| 386 |
|
| 387 |
// Returns unsanitized HTML — callers must run through wp_kses_post. |
| 388 |
public static function processContent($content, $format = 'markdown') |
| 389 |
{ |
| 390 |
if ($content === '' || $content === null) { |
| 391 |
return ''; |
| 392 |
} |
| 393 |
|
| 394 |
switch ($format) { |
| 395 |
case 'html': |
| 396 |
return $content; |
| 397 |
case 'text': |
| 398 |
return wpautop(esc_html($content)); |
| 399 |
default: |
| 400 |
return self::markdownToHtml($content); |
| 401 |
} |
| 402 |
} |
| 403 |
|
| 404 |
private static function markdownToHtml($content) |
| 405 |
{ |
| 406 |
$parsedown = new Parsedown(); |
| 407 |
$parsedown->setSafeMode(false); |
| 408 |
|
| 409 |
return $parsedown->text($content); |
| 410 |
} |
| 411 |
|
| 412 |
public static function htmlToText($html) |
| 413 |
{ |
| 414 |
if (!$html) { |
| 415 |
return ''; |
| 416 |
} |
| 417 |
|
| 418 |
$text = wp_strip_all_tags($html); |
| 419 |
$text = html_entity_decode($text, ENT_QUOTES, 'UTF-8'); |
| 420 |
$text = preg_replace('/\s+/', ' ', $text); |
| 421 |
|
| 422 |
return trim($text); |
| 423 |
} |
| 424 |
|
| 425 |
// Like htmlToText(), but keeps <a href> targets instead of dropping them — |
| 426 |
// integration widgets (order/license links) lose meaning without the URL. |
| 427 |
// Parses via DOMDocument (same approach as Emogrifier::createRawXmlDocument()) |
| 428 |
// rather than regex, so malformed/nested markup degrades gracefully. |
| 429 |
public static function htmlToTextWithLinks($html) |
| 430 |
{ |
| 431 |
if (!$html) { |
| 432 |
return ''; |
| 433 |
} |
| 434 |
|
| 435 |
$dom = new \DOMDocument(); |
| 436 |
$dom->encoding = 'UTF-8'; |
| 437 |
$dom->strictErrorChecking = false; |
| 438 |
|
| 439 |
$libXmlState = libxml_use_internal_errors(true); |
| 440 |
$loaded = $dom->loadHTML( |
| 441 |
'<?xml encoding="UTF-8"?><div>' . $html . '</div>', |
| 442 |
LIBXML_NOERROR | LIBXML_NOWARNING |
| 443 |
); |
| 444 |
libxml_clear_errors(); |
| 445 |
libxml_use_internal_errors($libXmlState); |
| 446 |
|
| 447 |
if (!$loaded) { |
| 448 |
return self::htmlToText($html); |
| 449 |
} |
| 450 |
|
| 451 |
// textContent doesn't know style/script are non-visible — drop them first, |
| 452 |
// otherwise the CSS this whole fix exists to remove leaks back in. |
| 453 |
foreach (['style', 'script'] as $tag) { |
| 454 |
foreach (iterator_to_array($dom->getElementsByTagName($tag)) as $node) { |
| 455 |
$node->parentNode->removeChild($node); |
| 456 |
} |
| 457 |
} |
| 458 |
|
| 459 |
foreach (iterator_to_array($dom->getElementsByTagName('a')) as $anchor) { |
| 460 |
$url = trim($anchor->getAttribute('href')); |
| 461 |
$text = trim($anchor->textContent); |
| 462 |
|
| 463 |
if ($text !== '' && $url !== '') { |
| 464 |
$replacement = "{$text} ({$url})"; |
| 465 |
} else { |
| 466 |
$replacement = $text !== '' ? $text : $url; |
| 467 |
} |
| 468 |
|
| 469 |
// Pad with boundary spaces — otherwise adjacent anchors (no |
| 470 |
// whitespace between them in source) run together, e.g. |
| 471 |
// "...(url)Next link...". Collapsed back down below. |
| 472 |
$anchor->parentNode->replaceChild($dom->createTextNode(" {$replacement} "), $anchor); |
| 473 |
} |
| 474 |
|
| 475 |
// block-level tags carry no implicit whitespace of their own — textContent |
| 476 |
// concatenates "<div>$0.00</div><div>Free user</div>" as "$0.00Free user" |
| 477 |
// with nothing between them. Insert a separator on BOTH sides of each one: |
| 478 |
// "after" alone closes the gap between two sibling blocks, but misses text |
| 479 |
// immediately preceding a nested block with no source whitespace, e.g. |
| 480 |
// "<div>TextBefore<p>TextAfter</p></div>" would still squash to |
| 481 |
// "TextBeforeTextAfter" with an after-only separator. Newline for most |
| 482 |
// block tags, but just a space for td/th — those sit inside a <tr> that |
| 483 |
// already gets a newline, and a full break between them would wrongly |
| 484 |
// split a label from its value (e.g. "Credits" / "19,790"). Any resulting |
| 485 |
// doubled-up separators (two adjacent blocks each contributing one) are |
| 486 |
// collapsed by the normalization pass below. |
| 487 |
$cellTags = ['td' => true, 'th' => true]; |
| 488 |
$separatorTags = array_merge(array_keys($cellTags), [ |
| 489 |
'div', 'p', 'br', 'hr', 'li', 'tr', 'table', 'ul', 'ol', |
| 490 |
'h1', 'h2', 'h3', 'h4', 'h5', 'h6', |
| 491 |
'section', 'article', 'header', 'footer', 'blockquote', |
| 492 |
]); |
| 493 |
|
| 494 |
// A single unioned XPath query, not one getElementsByTagName() call per |
| 495 |
// tag — that would re-traverse the whole DOM once per tag name. |
| 496 |
$xpath = new \DOMXPath($dom); |
| 497 |
$query = implode(' | ', array_map(fn($tag) => "//{$tag}", $separatorTags)); |
| 498 |
foreach (iterator_to_array($xpath->query($query)) as $node) { |
| 499 |
$separator = isset($cellTags[$node->tagName]) ? ' ' : "\n"; |
| 500 |
$node->parentNode->insertBefore($dom->createTextNode($separator), $node); |
| 501 |
$node->parentNode->insertBefore($dom->createTextNode($separator), $node->nextSibling); |
| 502 |
} |
| 503 |
|
| 504 |
// /u so \s also matches multi-byte whitespace (e.g. / U+00A0), |
| 505 |
// which PCRE's \s ignores in byte mode. Collapse horizontal whitespace |
| 506 |
// first, then fold the line breaks we just inserted down to one each — |
| 507 |
// this keeps the block boundaries as real newlines instead of squashing |
| 508 |
// them into a single space along with everything else. |
| 509 |
$text = preg_replace('/[^\S\n]+/u', ' ', $dom->textContent); |
| 510 |
$text = preg_replace('/ *\n */u', "\n", $text); |
| 511 |
$text = preg_replace('/\n{2,}/u', "\n", $text); |
| 512 |
|
| 513 |
return trim($text); |
| 514 |
} |
| 515 |
|
| 516 |
/** |
| 517 |
* Return a structured WP_Error whose message is a JSON-encoded error envelope. |
| 518 |
* |
| 519 |
* The MCP adapter forwards only the WP_Error message string to the agent, |
| 520 |
* dropping error_data. By encoding into the message the agent receives a |
| 521 |
* machine-readable structure it can branch on (code, fields, next_step, retryable). |
| 522 |
* |
| 523 |
* Supported $details keys: |
| 524 |
* fields => string[] Input parameter names that caused the error. |
| 525 |
* next_step => string What the agent should do to recover. |
| 526 |
* hint => string Extra context. |
| 527 |
* retryable => bool Whether retrying the same call might succeed (default false). |
| 528 |
*/ |
| 529 |
public static function error($code, $message, $details = []) |
| 530 |
{ |
| 531 |
$payload = array_merge(['code' => $code, 'message' => $message, 'retryable' => false], $details); |
| 532 |
return new \WP_Error($code, wp_json_encode(['error' => $payload])); |
| 533 |
} |
| 534 |
|
| 535 |
/** |
| 536 |
* Resolve and authorize an explicit agent-assignment target for an MCP tool. |
| 537 |
* |
| 538 |
* Enforces the fst_assign_agents capability, validates the agent exists, and |
| 539 |
* — when a ticket is supplied — that the agent isn't restricted from the |
| 540 |
* ticket's mailbox. This is the single gate every MCP path uses before |
| 541 |
* assigning a ticket to a specific agent. |
| 542 |
* |
| 543 |
* @param int $agentId The requested agent ID. |
| 544 |
* @param Ticket|null $ticket Ticket the agent will be assigned to, for the |
| 545 |
* mailbox-restriction check; null skips it (e.g. |
| 546 |
* bulk assign, where each ticket is checked in |
| 547 |
* the loop, or ticket creation). |
| 548 |
* @param string $fieldName Input field name to report in error details. |
| 549 |
* @return Agent|\WP_Error The resolved agent, or a WP_Error to return as-is. |
| 550 |
*/ |
| 551 |
public static function resolveAssignmentTarget($agentId, $ticket = null, $fieldName = 'agent_id') |
| 552 |
{ |
| 553 |
if (!PermissionManager::currentUserCan('fst_assign_agents')) { |
| 554 |
return self::error('forbidden', __('You do not have permission to assign agents', 'fluent-support')); |
| 555 |
} |
| 556 |
|
| 557 |
$agentId = (int) $agentId; |
| 558 |
if ($agentId <= 0) { |
| 559 |
return self::error('invalid_param', sprintf(__('%s must be a positive integer', 'fluent-support'), $fieldName), ['fields' => [$fieldName]]); |
| 560 |
} |
| 561 |
|
| 562 |
$targetAgent = Agent::find($agentId); |
| 563 |
if (!$targetAgent) { |
| 564 |
return self::error('invalid_param', __('The specified agent does not exist', 'fluent-support'), ['fields' => [$fieldName], 'next_step' => 'Use get-support-context to see available agents and their IDs']); |
| 565 |
} |
| 566 |
|
| 567 |
if ($ticket instanceof Ticket) { |
| 568 |
if ($err = TicketAccessGuard::assertAssignableAgent($ticket, $targetAgent)) { |
| 569 |
return $err; |
| 570 |
} |
| 571 |
} |
| 572 |
|
| 573 |
return $targetAgent; |
| 574 |
} |
| 575 |
|
| 576 |
/** |
| 577 |
* Assign $ticket to $targetAgent and fire the canonical side effects: the |
| 578 |
* assignment internal-note conversation (TicketService::onAgentChange) and |
| 579 |
* the fluent_support/agent_assigned_to_ticket hook. |
| 580 |
* |
| 581 |
* Always persists the ticket — so callers may set other field changes on the |
| 582 |
* model first and let this save them in one write — but only fires the |
| 583 |
* assignment side effects when the assignee actually changes. Callers must |
| 584 |
* authorize $targetAgent first (see resolveAssignmentTarget); |
| 585 |
* self-assignment may skip that gate. |
| 586 |
* |
| 587 |
* When called inside a DB transaction that can roll back, pass |
| 588 |
* $deferSideEffects = true so the non-transactional side effects (assignment |
| 589 |
* email, webhooks) do NOT fire before the transaction commits. The caller |
| 590 |
* must then invoke fireAgentAssignmentSideEffects() after a successful |
| 591 |
* commit — capturing $ticket->agent_id BEFORE this call as the previous |
| 592 |
* agent id, since this method overwrites it. |
| 593 |
* |
| 594 |
* @return bool True if the assignee changed, false if it was already $targetAgent. |
| 595 |
*/ |
| 596 |
public static function applyAgentAssignment(Ticket $ticket, Agent $targetAgent, Agent $actingAgent, $deferSideEffects = false) |
| 597 |
{ |
| 598 |
$changed = (int) $ticket->agent_id !== (int) $targetAgent->id; |
| 599 |
$previousAgentId = $ticket->agent_id; |
| 600 |
|
| 601 |
if ($changed) { |
| 602 |
$ticket->agent_id = $targetAgent->id; |
| 603 |
} |
| 604 |
|
| 605 |
$ticket->save(); |
| 606 |
|
| 607 |
if ($changed && !$deferSideEffects) { |
| 608 |
$ticket->load('agent'); |
| 609 |
self::fireAgentAssignmentSideEffects($ticket, $actingAgent, $previousAgentId); |
| 610 |
} |
| 611 |
|
| 612 |
return $changed; |
| 613 |
} |
| 614 |
|
| 615 |
/** |
| 616 |
* Fire the canonical assignment side effects: the assignment internal-note |
| 617 |
* conversation (TicketService::onAgentChange) and the |
| 618 |
* fluent_support/agent_assigned_to_ticket hook (which sends the assignment |
| 619 |
* email synchronously). These are NOT transactional — only call this after |
| 620 |
* the assignment has been durably committed. $ticket must already carry the |
| 621 |
* new agent (its 'agent' relation loaded). |
| 622 |
*/ |
| 623 |
public static function fireAgentAssignmentSideEffects(Ticket $ticket, Agent $actingAgent, $previousAgentId) |
| 624 |
{ |
| 625 |
(new TicketService())->onAgentChange($ticket, $actingAgent); |
| 626 |
do_action('fluent_support/agent_assigned_to_ticket', $ticket->agent, $ticket, $actingAgent, $previousAgentId); |
| 627 |
} |
| 628 |
|
| 629 |
public static function formatDuration($seconds) |
| 630 |
{ |
| 631 |
if (!$seconds) { |
| 632 |
return '0m'; |
| 633 |
} |
| 634 |
$seconds = (int) round($seconds); |
| 635 |
if ($seconds < 60) { |
| 636 |
return $seconds . 's'; |
| 637 |
} |
| 638 |
if ($seconds < 3600) { |
| 639 |
return round($seconds / 60) . 'm'; |
| 640 |
} |
| 641 |
if ($seconds < 86400) { |
| 642 |
$h = floor($seconds / 3600); |
| 643 |
$m = round(($seconds % 3600) / 60); |
| 644 |
return $h . 'h ' . $m . 'm'; |
| 645 |
} |
| 646 |
$d = floor($seconds / 86400); |
| 647 |
$h = round(($seconds % 86400) / 3600); |
| 648 |
return $d . 'd ' . $h . 'h'; |
| 649 |
} |
| 650 |
} |
| 651 |
|
