| 1 |
<?php |
| 2 |
|
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namespace FluentSupport\App\Modules\MCP\Tools; |
| 4 |
|
| 5 |
use FluentSupport\App\Models\Activity; |
| 6 |
use FluentSupport\App\Models\Customer; |
| 7 |
use FluentSupport\App\Models\Ticket; |
| 8 |
use FluentSupport\App\Modules\MCP\Helpers\MCPHelper; |
| 9 |
use FluentSupport\App\Modules\MCP\Support\CustomerMetaEnricher; |
| 10 |
use FluentSupport\App\Modules\MCP\Support\TicketAccessGuard; |
| 11 |
use FluentSupport\App\Modules\PermissionManager; |
| 12 |
use FluentSupport\App\Services\Helper; |
| 13 |
use FluentSupport\App\Services\ProfileInfoService; |
| 14 |
use FluentSupport\App\Services\Tickets\ResponseService; |
| 15 |
use FluentSupport\App\Services\Tickets\TicketService; |
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|
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class TicketTools |
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{ |
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const MAX_RESPONSES = 50; |
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|
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public static function listTickets($params) |
| 22 |
{ |
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$agent = MCPHelper::resolveAgent(); |
| 24 |
if (!$agent) { |
| 25 |
return MCPHelper::error('unauthorized', __('No agent found for current user', 'fluent-support')); |
| 26 |
} |
| 27 |
|
| 28 |
$query = Ticket::with([ |
| 29 |
'customer' => function ($q) { |
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$q->select(['id', 'first_name', 'last_name', 'email']); |
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}, |
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'agent' => function ($q) { |
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$q->select(['id', 'first_name', 'last_name', 'email']); |
| 34 |
}, |
| 35 |
'product', |
| 36 |
'tags', |
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]); |
| 38 |
|
| 39 |
$filterError = self::applyFilters($query, $params); |
| 40 |
if (is_wp_error($filterError)) { |
| 41 |
return $filterError; |
| 42 |
} |
| 43 |
|
| 44 |
do_action_ref_array('fluent_support/tickets_query_by_permission_ref', [&$query]); |
| 45 |
|
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$restrictedMailboxes = PermissionManager::getRestrictedMailboxIds(); |
| 47 |
if ($restrictedMailboxes) { |
| 48 |
$query->whereNotIn('mailbox_id', $restrictedMailboxes); |
| 49 |
} |
| 50 |
|
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// Allowed sort columns that are supported by keyset pagination. Low-cardinality |
| 52 |
// columns (status, priority, client_priority) rely on their plain single-column |
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// index — id is always the tiebreaker, so a composite (col,id) index is only |
| 54 |
// worth the write overhead for the high-churn triage columns below. |
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// For fresh installs: defined in CREATE TABLE statement (TicketsMigrator::migrate) |
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// For upgrades: added by addMissingIndexes() (TicketsMigrator::alterTable) |
| 57 |
// Composite (col,id) indexes: (waiting_since,id), (updated_at,id), (response_count,id) |
| 58 |
$allowedSortColumns = ['id', 'created_at', 'updated_at', 'waiting_since', 'status', 'priority', 'client_priority', 'response_count']; |
| 59 |
$sortBy = sanitize_text_field($params['sort_by'] ?? 'id'); |
| 60 |
if (!in_array($sortBy, $allowedSortColumns, true)) { |
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$sortBy = 'id'; |
| 62 |
} |
| 63 |
$sortType = Helper::sanitizeOrderValue($params['sort_type'] ?? $params['order'] ?? 'DESC'); |
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|
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['page' => $page, 'per_page' => $perPage] = MCPHelper::pagination($params); |
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|
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// Tiebreaker matches the primary sort direction (not a fixed DESC) so |
| 68 |
// rows with equal $sortBy values are still totally ordered — required |
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// for the keyset cursor below to be a valid resume point, not just for |
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// display determinism. |
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$query->orderBy($sortBy, $sortType)->orderBy('id', $sortType); |
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|
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$cursor = sanitize_text_field($params['cursor'] ?? ''); |
| 74 |
if ($cursor !== '') { |
| 75 |
$decoded = self::decodeListCursor($cursor); |
| 76 |
if (!$decoded || $decoded['sort_by'] !== $sortBy || $decoded['sort_type'] !== $sortType) { |
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return MCPHelper::error('invalid_param', __('Invalid or expired cursor, or it was generated with a different sort_by/sort_type than this request', 'fluent-support'), ['fields' => ['cursor'], 'next_step' => 'Use the same sort_by/sort_type as the call that produced this cursor, or omit cursor to start a fresh sweep']); |
| 78 |
} |
| 79 |
|
| 80 |
self::applyCursorWhere($query, $sortBy, $sortType, $decoded); |
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} |
| 82 |
|
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// Keyset mode: fetch one extra row to detect has_more without a |
| 84 |
// separate COUNT — a mutating waiting_since makes "total" only ever |
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// an approximation mid-sweep anyway, so it's computed once (not |
| 86 |
// re-derived from the keyset window) purely for a consistent |
| 87 |
// response shape with page-mode, matching what pagingMeta() returns. |
| 88 |
if ($cursor !== '') { |
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$rows = $query->limit($perPage + 1)->get(); |
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$hasMore = $rows->count() > $perPage; |
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$rows = $rows->slice(0, $perPage)->values(); |
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$nextCursor = $hasMore && $rows->isNotEmpty() |
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? self::encodeListCursor($rows->last(), $sortBy, $sortType) |
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: null; |
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|
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$summary = sprintf(_n('Found %d ticket', 'Found %d tickets', $rows->count(), 'fluent-support'), $rows->count()); |
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|
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$customerMeta = CustomerMetaEnricher::resolve($rows, [ |
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'surface' => 'ticket_list', |
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'agent_id' => $agent->id, |
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]); |
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|
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return MCPHelper::envelope($summary, ['tickets' => MCPHelper::formatTicketList($rows, $customerMeta)], [ |
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'paging' => [ |
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'per_page' => $perPage, |
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'has_more' => $hasMore, |
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'next_cursor' => $nextCursor, |
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], |
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]); |
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} |
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|
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$paginated = $query->paginate($perPage, ['*'], 'page', $page); |
| 113 |
|
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$total = $paginated->total(); |
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$summary = sprintf(_n('Found %d ticket', 'Found %d tickets', $total, 'fluent-support'), $total) |
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. sprintf(__(' — page %d of %d', 'fluent-support'), $paginated->currentPage(), $paginated->lastPage()); |
| 117 |
|
| 118 |
$items = $paginated->items(); |
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|
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// Optional integration-provided per-customer meta line (one batch call, gated by fst_sensitive_data). |
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$customerMeta = CustomerMetaEnricher::resolve($items, [ |
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'surface' => 'ticket_list', |
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'agent_id' => $agent->id, |
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]); |
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|
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$meta = MCPHelper::pagingMeta($paginated); |
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// Offer a stable cursor from page 1's last row so a sweep can switch to |
| 128 |
// keyset pagination from here on instead of continuing with page/offset. |
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$meta['paging']['next_cursor'] = !empty($items) |
| 130 |
? self::encodeListCursor(end($items), $sortBy, $sortType) |
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: null; |
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|
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return MCPHelper::envelope($summary, ['tickets' => MCPHelper::formatTicketList($items, $customerMeta)], $meta); |
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} |
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|
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/** |
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* Builds the keyset WHERE for "rows strictly after $decoded". NULL-aware: |
| 138 |
* MySQL sorts NULLs first in ASC and last in DESC by default, so a naive |
| 139 |
* `$sortBy > $v` / `< $v` would silently exclude NULL rows forever once |
| 140 |
* the cursor passes into non-null values (NULL > x and NULL < x are both |
| 141 |
* SQL UNKNOWN, never true). Each branch below matches that default |
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* ordering so NULL rows are neither skipped nor duplicated. |
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*/ |
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private static function applyCursorWhere($query, $sortBy, $sortType, $decoded) |
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{ |
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$id = $decoded['id']; |
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$v = $decoded['v']; |
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|
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if ($sortType === 'ASC') { |
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if ($v === null) { |
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// Still among the leading NULL rows, or past them entirely. |
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$query->where(function ($q) use ($sortBy, $id) { |
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$q->where(function ($q2) use ($sortBy, $id) { |
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$q2->whereNull($sortBy)->where('id', '>', $id); |
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})->orWhereNotNull($sortBy); |
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}); |
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} else { |
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// Past the NULL rows (they all sort first in ASC) — plain tuple compare. |
| 159 |
$query->where(function ($q) use ($sortBy, $v, $id) { |
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$q->where($sortBy, '>', $v) |
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->orWhere(function ($q2) use ($sortBy, $v, $id) { |
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$q2->where($sortBy, '=', $v)->where('id', '>', $id); |
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}); |
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}); |
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} |
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} else { |
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if ($v === null) { |
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// Already among the trailing NULL rows (they sort last in DESC). |
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$query->whereNull($sortBy)->where('id', '<', $id); |
| 170 |
} else { |
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// Not yet into the NULL rows — include them once past all non-null values. |
| 172 |
$query->where(function ($q) use ($sortBy, $v, $id) { |
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$q->where($sortBy, '<', $v) |
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->orWhere(function ($q2) use ($sortBy, $v, $id) { |
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$q2->where($sortBy, '=', $v)->where('id', '<', $id); |
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}) |
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->orWhereNull($sortBy); |
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}); |
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} |
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} |
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} |
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|
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/** |
| 184 |
* Opaque continuation token for keyset pagination: the last row's id, its |
| 185 |
* value for the current sort column, and the sort_by/sort_type it was |
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* generated with. The sort binding matters — without it, reusing a |
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* cursor after changing sort_by/sort_type would compare the old value |
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* against an unrelated column with no error. Not encrypted/signed — it |
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* only encodes values the requester already saw in the prior response. |
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*/ |
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private static function encodeListCursor($lastRow, $sortBy, $sortType) |
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{ |
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// getRawOriginal(), not the cast attribute — date columns like |
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// waiting_since cast to a DateTime-like object, which would serialize |
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// as a nested {date, timezone_type, timezone} blob and break the |
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// plain scalar WHERE comparison in applyCursorWhere(). |
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$value = $lastRow->getRawOriginal($sortBy); |
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return base64_encode(wp_json_encode([ |
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'id' => (int) $lastRow->id, |
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'v' => $value, |
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'sort_by' => $sortBy, |
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'sort_type' => $sortType, |
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])); |
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} |
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|
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private static function decodeListCursor($cursor) |
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{ |
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$decoded = json_decode(base64_decode($cursor, true), true); |
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if (!is_array($decoded) || !isset($decoded['id'], $decoded['sort_by'], $decoded['sort_type']) || !array_key_exists('v', $decoded)) { |
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return null; |
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} |
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return $decoded; |
| 213 |
} |
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|
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private static function applyFilters($query, $params) |
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{ |
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$filters = []; |
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|
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if (!empty($params['status'])) { |
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$filters['status_type'] = $params['status']; |
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} else if (!empty($params['waiting_for_reply'])) { |
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// A closed ticket can't be "waiting for an agent response" - |
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// default to open tickets unless the caller explicitly asked for another status. |
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$filters['status_type'] = 'open'; |
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} |
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if (!empty($params['agent_id'])) { |
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$filters['agent_id'] = (int) $params['agent_id']; |
| 228 |
} |
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if (!empty($params['product_id'])) { |
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$filters['product_id'] = (int) $params['product_id']; |
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} |
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if (!empty($params['mailbox_id'])) { |
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$filters['mailbox_id'] = (int) $params['mailbox_id']; |
| 234 |
} |
| 235 |
if (!empty($params['priority'])) { |
| 236 |
$filters['priority'] = MCPHelper::normalizePriority($params['priority']); |
| 237 |
} |
| 238 |
if (!empty($params['client_priority'])) { |
| 239 |
$filters['client_priority'] = MCPHelper::normalizePriority($params['client_priority']); |
| 240 |
} |
| 241 |
if (!empty($params['tags'])) { |
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$filters['ticket_tags'] = array_map('intval', (array) $params['tags']); |
| 243 |
} |
| 244 |
if (!empty($params['waiting_for_reply'])) { |
| 245 |
$filters['waiting_for_reply'] = 'yes'; |
| 246 |
} |
| 247 |
|
| 248 |
if (!empty($params['customer_id'])) { |
| 249 |
$query->where('customer_id', (int) $params['customer_id']); |
| 250 |
} |
| 251 |
|
| 252 |
if (!empty($params['unassigned'])) { |
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$query->whereNull('agent_id'); |
| 254 |
} |
| 255 |
|
| 256 |
if (!empty($params['needs_first_response'])) { |
| 257 |
$query->where('response_count', 0)->whereNotIn('status', ['closed']); |
| 258 |
} |
| 259 |
|
| 260 |
$query->applyFilters($filters); |
| 261 |
|
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foreach (['created_after' => '>=', 'created_before' => '<='] as $field => $op) { |
| 263 |
if (empty($params[$field])) { |
| 264 |
continue; |
| 265 |
} |
| 266 |
try { |
| 267 |
$d = new \DateTime(sanitize_text_field($params[$field])); |
| 268 |
$query->where('created_at', $op, $d->format('Y-m-d H:i:s')); |
| 269 |
} catch (\Exception $e) { |
| 270 |
return MCPHelper::error('invalid_param', sprintf(__("Invalid date format for '%s'", 'fluent-support'), $field), ['fields' => [$field], 'hint' => 'Use YYYY-MM-DD or ISO 8601']); |
| 271 |
} |
| 272 |
} |
| 273 |
|
| 274 |
if (!empty($params['search'])) { |
| 275 |
$search = sanitize_text_field($params['search']); |
| 276 |
$query->where(function ($q) use ($search) { |
| 277 |
$q->where('title', 'LIKE', "%{$search}%") |
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->orWhere('content', 'LIKE', "%{$search}%") |
| 279 |
->orWhere('id', '=', is_numeric($search) ? (int) $search : 0) |
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->orWhereHas('customer', function ($cq) use ($search) { |
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$cq->where('email', 'LIKE', "%{$search}%") |
| 282 |
->orWhere('first_name', 'LIKE', "%{$search}%") |
| 283 |
->orWhere('last_name', 'LIKE', "%{$search}%"); |
| 284 |
}) |
| 285 |
->orWhereHas('responses', function ($rq) use ($search) { |
| 286 |
$rq->where('content', 'LIKE', "%{$search}%"); |
| 287 |
}); |
| 288 |
}); |
| 289 |
} |
| 290 |
} |
| 291 |
|
| 292 |
public static function getTicket($params) |
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{ |
| 294 |
$agent = MCPHelper::resolveAgent(); |
| 295 |
if (!$agent) { |
| 296 |
return MCPHelper::error('unauthorized', __('No agent found for current user', 'fluent-support')); |
| 297 |
} |
| 298 |
|
| 299 |
$ticketId = (int) ($params['ticket_id'] ?? 0); |
| 300 |
if (!$ticketId) { |
| 301 |
return MCPHelper::error('invalid_param', __('ticket_id is required', 'fluent-support'), ['fields' => ['ticket_id']]); |
| 302 |
} |
| 303 |
|
| 304 |
$ticket = Ticket::with(['customer', 'agent', 'product', 'mailbox', 'tags'])->find($ticketId); |
| 305 |
|
| 306 |
if (!$ticket) { |
| 307 |
return MCPHelper::error('not_found', __('Ticket not found', 'fluent-support'), ['next_step' => 'Use list-tickets to find valid ticket IDs']); |
| 308 |
} |
| 309 |
|
| 310 |
if ($err = TicketAccessGuard::assert($ticket)) { |
| 311 |
return $err; |
| 312 |
} |
| 313 |
|
| 314 |
$data = MCPHelper::formatTicketForMCP($ticket); |
| 315 |
|
| 316 |
if ($ticket->customer) { |
| 317 |
$customer = $ticket->customer; |
| 318 |
$customerId = $customer->id; |
| 319 |
$data['customer']['total_tickets'] = Ticket::where('customer_id', $customerId)->count(); |
| 320 |
$data['customer']['open_tickets'] = Ticket::where('customer_id', $customerId) |
| 321 |
->whereNotIn('status', ['closed'])->count(); |
| 322 |
$data['customer']['first_seen'] = MCPHelper::toIso8601($customer->created_at); |
| 323 |
|
| 324 |
$prevTickets = Ticket::where('customer_id', $customerId) |
| 325 |
->where('id', '!=', $ticket->id) |
| 326 |
->select(['id', 'title', 'status', 'priority', 'created_at']) |
| 327 |
->orderBy('id', 'DESC') |
| 328 |
->limit(10) |
| 329 |
->get(); |
| 330 |
|
| 331 |
if ($prevTickets->count()) { |
| 332 |
$data['previous_tickets'] = $prevTickets->map(function ($t) { |
| 333 |
return [ |
| 334 |
'id' => $t->id, |
| 335 |
'title' => $t->title, |
| 336 |
'status' => $t->status ?: 'new', |
| 337 |
'priority' => MCPHelper::normalizePriority($t->priority), |
| 338 |
'created_at' => MCPHelper::toIso8601($t->created_at), |
| 339 |
]; |
| 340 |
})->toArray(); |
| 341 |
} |
| 342 |
|
| 343 |
$withIntegrations = ($params['with_integrations'] ?? true) !== false; |
| 344 |
if ($withIntegrations) { |
| 345 |
$extraWidgets = ProfileInfoService::getProfileExtraWidgets($customer); |
| 346 |
if ($extraWidgets) { |
| 347 |
$data['integrations'] = MCPHelper::formatExtraWidgets($extraWidgets); |
| 348 |
} |
| 349 |
} |
| 350 |
|
| 351 |
$crmData = Helper::getFluentCrmContactData($customer); |
| 352 |
if ($crmData) { |
| 353 |
$data['crm'] = [ |
| 354 |
'name' => $crmData['full_name'] ?? '', |
| 355 |
'status' => $crmData['status'] ?? '', |
| 356 |
'tags' => !empty($crmData['tags']) ? $crmData['tags']->pluck('title')->toArray() : [], |
| 357 |
'lists' => !empty($crmData['lists']) ? $crmData['lists']->pluck('title')->toArray() : [], |
| 358 |
]; |
| 359 |
} |
| 360 |
} |
| 361 |
|
| 362 |
$customFields = $ticket->customData('admin', true); |
| 363 |
if ($customFields) { |
| 364 |
$data['custom_fields'] = $customFields; |
| 365 |
} |
| 366 |
|
| 367 |
$withResponses = ($params['with_responses'] ?? true) !== false; |
| 368 |
if ($withResponses) { |
| 369 |
$responsePage = max(1, (int) ($params['response_page'] ?? 1)); |
| 370 |
$offset = ($responsePage - 1) * self::MAX_RESPONSES; |
| 371 |
|
| 372 |
// Fetch one extra to detect if an older page exists (no separate COUNT). |
| 373 |
$rows = \FluentSupport\App\Models\Conversation::where('ticket_id', $ticket->id) |
| 374 |
->with('person') |
| 375 |
->orderBy('id', 'desc') |
| 376 |
->offset($offset) |
| 377 |
->limit(self::MAX_RESPONSES + 1) |
| 378 |
->get(); |
| 379 |
$hasMore = $rows->count() > self::MAX_RESPONSES; |
| 380 |
if ($hasMore) { |
| 381 |
$rows = $rows->slice(0, self::MAX_RESPONSES); |
| 382 |
} |
| 383 |
|
| 384 |
$data['responses'] = MCPHelper::formatResponseThread($rows->reverse()->values()); |
| 385 |
$data['responses_meta'] = [ |
| 386 |
'page' => $responsePage, |
| 387 |
'per_page' => self::MAX_RESPONSES, |
| 388 |
'has_more' => $hasMore, |
| 389 |
]; |
| 390 |
} |
| 391 |
|
| 392 |
$summary = "Ticket #{$ticket->id}: {$ticket->title} [{$data['status']}, {$data['priority']}]"; |
| 393 |
|
| 394 |
return MCPHelper::envelope($summary, $data); |
| 395 |
} |
| 396 |
|
| 397 |
public static function createTicket($params) |
| 398 |
{ |
| 399 |
$agent = MCPHelper::resolveAgent(); |
| 400 |
if (!$agent) { |
| 401 |
return MCPHelper::error('unauthorized', __('No agent found for current user', 'fluent-support')); |
| 402 |
} |
| 403 |
|
| 404 |
$title = sanitize_text_field($params['title'] ?? ''); |
| 405 |
$format = $params['content_format'] ?? 'markdown'; |
| 406 |
$content = wp_kses_post(MCPHelper::processContent($params['content'] ?? '', $format)); |
| 407 |
|
| 408 |
if (!$title || !$content) { |
| 409 |
return MCPHelper::error('invalid_param', __('title and content are required', 'fluent-support'), ['fields' => ['title', 'content']]); |
| 410 |
} |
| 411 |
|
| 412 |
$email = sanitize_email($params['customer_email'] ?? ''); |
| 413 |
if (!$email || !is_email($email)) { |
| 414 |
return MCPHelper::error('invalid_param', __('A valid customer_email is required', 'fluent-support'), ['fields' => ['customer_email']]); |
| 415 |
} |
| 416 |
|
| 417 |
$customer = Customer::where('email', $email)->first(); |
| 418 |
|
| 419 |
if (!$customer) { |
| 420 |
$customerData = [ |
| 421 |
'email' => $email, |
| 422 |
'first_name' => sanitize_text_field($params['customer_first_name'] ?? ''), |
| 423 |
'last_name' => sanitize_text_field($params['customer_last_name'] ?? ''), |
| 424 |
]; |
| 425 |
|
| 426 |
$wpUser = get_user_by('email', $email); |
| 427 |
if ($wpUser) { |
| 428 |
$customerData['user_id'] = $wpUser->ID; |
| 429 |
if (!$customerData['first_name']) { |
| 430 |
$customerData['first_name'] = $wpUser->first_name ?: $wpUser->display_name; |
| 431 |
} |
| 432 |
if (!$customerData['last_name']) { |
| 433 |
$customerData['last_name'] = $wpUser->last_name; |
| 434 |
} |
| 435 |
} |
| 436 |
|
| 437 |
$customerData = array_filter($customerData); |
| 438 |
$customer = Customer::create($customerData); |
| 439 |
do_action('fluent_support/customer_created', $customer); |
| 440 |
} |
| 441 |
|
| 442 |
$ticketData = [ |
| 443 |
'title' => $title, |
| 444 |
'content' => $content, |
| 445 |
'customer_id' => $customer->id, |
| 446 |
'source' => 'mcp', |
| 447 |
'status' => 'new', |
| 448 |
'priority' => 'normal', |
| 449 |
// Logged on the customer's behalf ("created by agent"), NOT agent-initiated: |
| 450 |
// storeTicket() sets created_by to the acting agent and fires the |
| 451 |
// ticket_created_by_agent_email_to_customer notification. We deliberately do |
| 452 |
// not set 'agent_initiated' => 'yes' — that flow suppresses the created-by-agent |
| 453 |
// email and treats the content as the agent's opening reply, which is wrong for |
| 454 |
// a ticket logged via MCP on the customer's behalf. |
| 455 |
]; |
| 456 |
|
| 457 |
if (!empty($params['priority'])) { |
| 458 |
$ticketData['priority'] = MCPHelper::normalizePriority($params['priority']); |
| 459 |
} |
| 460 |
|
| 461 |
if (!empty($params['product_id'])) { |
| 462 |
$productId = (int) $params['product_id']; |
| 463 |
if (!\FluentSupport\App\Models\Product::find($productId)) { |
| 464 |
return MCPHelper::error('invalid_param', __('The specified product does not exist', 'fluent-support'), ['fields' => ['product_id'], 'next_step' => 'Use get-support-context to see available products and their IDs']); |
| 465 |
} |
| 466 |
$ticketData['product_id'] = $productId; |
| 467 |
} |
| 468 |
|
| 469 |
if (!empty($params['mailbox_id'])) { |
| 470 |
$mailboxId = (int) $params['mailbox_id']; |
| 471 |
if ($err = TicketAccessGuard::assertMailboxWritable($mailboxId)) { |
| 472 |
return $err; |
| 473 |
} |
| 474 |
if (!\FluentSupport\App\Models\MailBox::find($mailboxId)) { |
| 475 |
return MCPHelper::error('invalid_param', __('The specified mailbox does not exist', 'fluent-support'), ['fields' => ['mailbox_id'], 'next_step' => 'Use get-support-context to see available mailboxes and their IDs']); |
| 476 |
} |
| 477 |
$ticketData['mailbox_id'] = $mailboxId; |
| 478 |
} |
| 479 |
|
| 480 |
if (!empty($params['agent_id'])) { |
| 481 |
// Probe ticket carries the effective target mailbox so |
| 482 |
// resolveAssignmentTarget can enforce the assignee's mailbox |
| 483 |
// restriction at creation too. When mailbox_id is omitted, |
| 484 |
// storeTicket() falls back to the default mailbox — mirror that |
| 485 |
// here so the restriction is checked against the mailbox the |
| 486 |
// ticket will actually be persisted with. |
| 487 |
$effectiveMailboxId = (int) ($ticketData['mailbox_id'] ?? 0); |
| 488 |
if (!$effectiveMailboxId) { |
| 489 |
$defaultMailbox = Helper::getDefaultMailBox(); |
| 490 |
$effectiveMailboxId = $defaultMailbox ? (int) $defaultMailbox->id : 0; |
| 491 |
} |
| 492 |
|
| 493 |
$probeTicket = null; |
| 494 |
if ($effectiveMailboxId) { |
| 495 |
$probeTicket = new Ticket(); |
| 496 |
$probeTicket->mailbox_id = $effectiveMailboxId; |
| 497 |
} |
| 498 |
|
| 499 |
$agentRecord = MCPHelper::resolveAssignmentTarget($params['agent_id'], $probeTicket, 'agent_id'); |
| 500 |
if (is_wp_error($agentRecord)) { |
| 501 |
return $agentRecord; |
| 502 |
} |
| 503 |
$ticketData['agent_id'] = $agentRecord->id; |
| 504 |
} |
| 505 |
|
| 506 |
// Opt-in: caller can turn this into an agent-initiated ticket (agent proactively |
| 507 |
// reaching out — billing follow-up, onboarding, etc.). When enabled, storeTicket() |
| 508 |
// suppresses the created-by-agent email and posts `content` as the agent's opening |
| 509 |
// reply to the customer. Default (off) logs the ticket on the customer's behalf. |
| 510 |
if (filter_var($params['agent_initiated'] ?? false, FILTER_VALIDATE_BOOLEAN)) { |
| 511 |
$ticketData['agent_initiated'] = 'yes'; |
| 512 |
} |
| 513 |
|
| 514 |
$ticket = (new TicketService())->storeTicket($ticketData, $customer); |
| 515 |
$ticket->load(['customer', 'agent', 'product', 'mailbox', 'tags']); |
| 516 |
|
| 517 |
$data = ['ticket' => MCPHelper::formatTicketForMCP($ticket)]; |
| 518 |
|
| 519 |
if ( |
| 520 |
!$ticket->agent_id && |
| 521 |
!PermissionManager::currentUserCan('fst_manage_unassigned_tickets') && |
| 522 |
!PermissionManager::currentUserCan('fst_manage_other_tickets') |
| 523 |
) { |
| 524 |
$data['warning'] = __('Ticket created unassigned. Your permission level does not include access to unassigned tickets, so follow-up actions (reply, close, update) will be denied until the ticket is assigned to you by a manager.', 'fluent-support'); |
| 525 |
} |
| 526 |
|
| 527 |
return MCPHelper::envelope( |
| 528 |
"Ticket #{$ticket->id} created: {$ticket->title}", |
| 529 |
$data |
| 530 |
); |
| 531 |
} |
| 532 |
|
| 533 |
public static function closeTicket($params) |
| 534 |
{ |
| 535 |
$agent = MCPHelper::resolveAgent(); |
| 536 |
if (!$agent) { |
| 537 |
return MCPHelper::error('unauthorized', __('No agent found for current user', 'fluent-support')); |
| 538 |
} |
| 539 |
|
| 540 |
$ticketId = (int) ($params['ticket_id'] ?? 0); |
| 541 |
if (!$ticketId) { |
| 542 |
return MCPHelper::error('invalid_param', __('ticket_id is required', 'fluent-support'), ['fields' => ['ticket_id']]); |
| 543 |
} |
| 544 |
|
| 545 |
$ticket = Ticket::find($ticketId); |
| 546 |
if (!$ticket) { |
| 547 |
return MCPHelper::error('not_found', __('Ticket not found', 'fluent-support'), ['next_step' => 'Use list-tickets to find valid ticket IDs']); |
| 548 |
} |
| 549 |
|
| 550 |
if ($err = TicketAccessGuard::assert($ticket)) { |
| 551 |
return $err; |
| 552 |
} |
| 553 |
|
| 554 |
if ($ticket->status === 'closed') { |
| 555 |
$ticket->load(['customer', 'agent', 'product', 'mailbox', 'tags']); |
| 556 |
return MCPHelper::envelope( |
| 557 |
"Ticket #{$ticket->id} is already closed", |
| 558 |
['ticket' => MCPHelper::formatTicketForMCP($ticket)] |
| 559 |
); |
| 560 |
} |
| 561 |
|
| 562 |
$format = $params['content_format'] ?? 'markdown'; |
| 563 |
$replyContent = wp_kses_post(MCPHelper::processContent($params['reply_content'] ?? '', $format)); |
| 564 |
$internalNote = wp_kses_post(MCPHelper::processContent($params['internal_note'] ?? '', $format)); |
| 565 |
|
| 566 |
// TicketService::close() takes the admin UI's 'yes'/'no' string, not a |
| 567 |
// bool - and it only treats the exact string 'no' as "notify", so an |
| 568 |
// empty/absent value would close silently. Always send one or the other. |
| 569 |
$silently = !empty($params['silent']) ? 'yes' : 'no'; |
| 570 |
|
| 571 |
// Reply + close must be atomic. Without a transaction, a failure in |
| 572 |
// close() after the reply was created would leave the reply visible on |
| 573 |
// a still-open ticket. |
| 574 |
(new Ticket())->getConnection()->transaction(function () use ($replyContent, $internalNote, $agent, $ticket, $silently) { |
| 575 |
if ($replyContent) { |
| 576 |
$data = [ |
| 577 |
'content' => $replyContent, |
| 578 |
'conversation_type' => 'response', |
| 579 |
'source' => 'mcp', |
| 580 |
]; |
| 581 |
(new ResponseService())->createResponse($data, $agent, $ticket); |
| 582 |
} |
| 583 |
|
| 584 |
(new TicketService())->close($ticket, $agent, $internalNote, $silently); |
| 585 |
}); |
| 586 |
|
| 587 |
$ticket->load(['customer', 'agent', 'product', 'mailbox', 'tags']); |
| 588 |
|
| 589 |
$summary = $replyContent |
| 590 |
? "Reply sent and ticket #{$ticket->id} closed" |
| 591 |
: "Ticket #{$ticket->id} closed"; |
| 592 |
|
| 593 |
if ($silently === 'yes') { |
| 594 |
$summary .= ' silently (no close notification or automations fired)'; |
| 595 |
} |
| 596 |
|
| 597 |
return MCPHelper::envelope($summary, ['ticket' => MCPHelper::formatTicketForMCP($ticket)]); |
| 598 |
} |
| 599 |
|
| 600 |
public static function reopenTicket($params) |
| 601 |
{ |
| 602 |
$agent = MCPHelper::resolveAgent(); |
| 603 |
if (!$agent) { |
| 604 |
return MCPHelper::error('unauthorized', __('No agent found for current user', 'fluent-support')); |
| 605 |
} |
| 606 |
|
| 607 |
$ticketId = (int) ($params['ticket_id'] ?? 0); |
| 608 |
if (!$ticketId) { |
| 609 |
return MCPHelper::error('invalid_param', __('ticket_id is required', 'fluent-support'), ['fields' => ['ticket_id']]); |
| 610 |
} |
| 611 |
|
| 612 |
$ticket = Ticket::find($ticketId); |
| 613 |
if (!$ticket) { |
| 614 |
return MCPHelper::error('not_found', __('Ticket not found', 'fluent-support'), ['next_step' => 'Use list-tickets to find valid ticket IDs']); |
| 615 |
} |
| 616 |
|
| 617 |
if ($err = TicketAccessGuard::assert($ticket)) { |
| 618 |
return $err; |
| 619 |
} |
| 620 |
|
| 621 |
(new TicketService())->reopen($ticket, $agent); |
| 622 |
$ticket->load(['customer', 'agent', 'product', 'mailbox', 'tags']); |
| 623 |
|
| 624 |
return MCPHelper::envelope( |
| 625 |
"Ticket #{$ticket->id} reopened", |
| 626 |
['ticket' => MCPHelper::formatTicketForMCP($ticket)] |
| 627 |
); |
| 628 |
} |
| 629 |
|
| 630 |
public static function updateTicket($params) |
| 631 |
{ |
| 632 |
$agent = MCPHelper::resolveAgent(); |
| 633 |
if (!$agent) { |
| 634 |
return MCPHelper::error('unauthorized', __('No agent found for current user', 'fluent-support')); |
| 635 |
} |
| 636 |
|
| 637 |
$ticketId = (int) ($params['ticket_id'] ?? 0); |
| 638 |
if (!$ticketId) { |
| 639 |
return MCPHelper::error('invalid_param', __('ticket_id is required', 'fluent-support'), ['fields' => ['ticket_id']]); |
| 640 |
} |
| 641 |
|
| 642 |
$ticket = Ticket::find($ticketId); |
| 643 |
if (!$ticket) { |
| 644 |
return MCPHelper::error('not_found', __('Ticket not found', 'fluent-support'), ['next_step' => 'Use list-tickets to find valid ticket IDs']); |
| 645 |
} |
| 646 |
|
| 647 |
if ($err = TicketAccessGuard::assert($ticket)) { |
| 648 |
return $err; |
| 649 |
} |
| 650 |
|
| 651 |
$intFields = ['product_id', 'mailbox_id']; |
| 652 |
$updatable = ['title', 'priority', 'status', 'product_id', 'mailbox_id']; |
| 653 |
$changed = false; |
| 654 |
|
| 655 |
foreach ($updatable as $field) { |
| 656 |
if (!isset($params[$field])) { |
| 657 |
continue; |
| 658 |
} |
| 659 |
|
| 660 |
if ($field === 'mailbox_id') { |
| 661 |
$mid = (int) $params['mailbox_id']; |
| 662 |
|
| 663 |
// Same gate the mailbox switcher and the REST property endpoint |
| 664 |
// use. Picking a mailbox at creation stays open to every agent. |
| 665 |
if (!PermissionManager::currentUserCan('fst_manage_settings')) { |
| 666 |
return MCPHelper::error( |
| 667 |
'forbidden', |
| 668 |
__('You do not have permission to move this ticket to another mailbox.', 'fluent-support'), |
| 669 |
['fields' => ['mailbox_id'], 'retryable' => false] |
| 670 |
); |
| 671 |
} |
| 672 |
|
| 673 |
if ($err = TicketAccessGuard::assertMailboxWritable($mid)) { |
| 674 |
return $err; |
| 675 |
} |
| 676 |
if (!\FluentSupport\App\Models\MailBox::find($mid)) { |
| 677 |
return MCPHelper::error('invalid_param', __('The specified mailbox does not exist', 'fluent-support'), ['fields' => ['mailbox_id'], 'next_step' => 'Use get-support-context to see available mailboxes and their IDs']); |
| 678 |
} |
| 679 |
|
| 680 |
// A ticket must not land in a mailbox its assignee is restricted |
| 681 |
// from. Skipped when agent_id is also set, since |
| 682 |
// resolveAssignmentTarget then checks the incoming agent instead. |
| 683 |
if ($ticket->agent_id && !isset($params['agent_id'])) { |
| 684 |
$assignedAgent = $ticket->agent; |
| 685 |
if ($assignedAgent && TicketAccessGuard::assertAssignableAgent($ticket, $assignedAgent, $mid)) { |
| 686 |
return MCPHelper::error( |
| 687 |
'forbidden', |
| 688 |
__('The assigned agent is restricted from the selected mailbox. Reassign the ticket before moving it.', 'fluent-support'), |
| 689 |
['fields' => ['mailbox_id'], 'next_step' => 'Pass agent_id in the same call to reassign, or assign the ticket to an unrestricted agent first'] |
| 690 |
); |
| 691 |
} |
| 692 |
} |
| 693 |
|
| 694 |
$ticket->mailbox_id = $mid; |
| 695 |
$changed = true; |
| 696 |
continue; |
| 697 |
} |
| 698 |
|
| 699 |
if ($field === 'product_id') { |
| 700 |
$pid = (int) $params['product_id']; |
| 701 |
if ($pid > 0 && !\FluentSupport\App\Models\Product::find($pid)) { |
| 702 |
return MCPHelper::error('invalid_param', __('The specified product does not exist', 'fluent-support'), ['fields' => ['product_id'], 'next_step' => 'Use get-support-context to see available products and their IDs']); |
| 703 |
} |
| 704 |
$ticket->product_id = $pid ?: null; |
| 705 |
$changed = true; |
| 706 |
continue; |
| 707 |
} |
| 708 |
|
| 709 |
$value = in_array($field, $intFields, true) |
| 710 |
? (int) $params[$field] |
| 711 |
: sanitize_text_field($params[$field]); |
| 712 |
|
| 713 |
if ($field === 'priority') { |
| 714 |
$value = MCPHelper::normalizePriority($value); |
| 715 |
} |
| 716 |
|
| 717 |
if ($field === 'status') { |
| 718 |
$allowedStatuses = ['new', 'active']; |
| 719 |
if (!in_array($value, $allowedStatuses, true)) { |
| 720 |
return MCPHelper::error('invalid_param', sprintf(__("Invalid status '%s'", 'fluent-support'), $value), ['fields' => ['status'], 'allowed' => $allowedStatuses]); |
| 721 |
} |
| 722 |
if ($ticket->status === 'closed') { |
| 723 |
return MCPHelper::error( |
| 724 |
'ticket_closed', |
| 725 |
__('Cannot change the status of a closed ticket via update-ticket.', 'fluent-support'), |
| 726 |
['next_step' => 'Use reopen-ticket to reopen the ticket first', 'retryable' => false] |
| 727 |
); |
| 728 |
} |
| 729 |
} |
| 730 |
|
| 731 |
$ticket->{$field} = $value; |
| 732 |
$changed = true; |
| 733 |
} |
| 734 |
|
| 735 |
$assignTarget = null; |
| 736 |
if (isset($params['agent_id'])) { |
| 737 |
$assignTarget = MCPHelper::resolveAssignmentTarget($params['agent_id'], $ticket, 'agent_id'); |
| 738 |
if (is_wp_error($assignTarget)) { |
| 739 |
return $assignTarget; |
| 740 |
} |
| 741 |
} |
| 742 |
|
| 743 |
if ($assignTarget) { |
| 744 |
// Persists agent_id together with any scalar field changes above and |
| 745 |
// fires the assignment side effects when the assignee changes. |
| 746 |
MCPHelper::applyAgentAssignment($ticket, $assignTarget, $agent); |
| 747 |
} elseif ($changed) { |
| 748 |
$ticket->save(); |
| 749 |
} |
| 750 |
|
| 751 |
$ticket->load(['customer', 'agent', 'product', 'mailbox', 'tags']); |
| 752 |
|
| 753 |
return MCPHelper::envelope( |
| 754 |
"Ticket #{$ticket->id} updated", |
| 755 |
['ticket' => MCPHelper::formatTicketForMCP($ticket)] |
| 756 |
); |
| 757 |
} |
| 758 |
|
| 759 |
public static function deleteTicket($params) |
| 760 |
{ |
| 761 |
$agent = MCPHelper::resolveAgent(); |
| 762 |
if (!$agent) { |
| 763 |
return MCPHelper::error('unauthorized', __('No agent found for current user', 'fluent-support')); |
| 764 |
} |
| 765 |
|
| 766 |
$ticketId = (int) ($params['ticket_id'] ?? 0); |
| 767 |
if (!$ticketId) { |
| 768 |
return MCPHelper::error('invalid_param', __('ticket_id is required', 'fluent-support'), ['fields' => ['ticket_id']]); |
| 769 |
} |
| 770 |
|
| 771 |
$ticket = Ticket::find($ticketId); |
| 772 |
if (!$ticket) { |
| 773 |
return MCPHelper::error('not_found', __('Ticket not found', 'fluent-support'), ['next_step' => 'Use list-tickets to find valid ticket IDs']); |
| 774 |
} |
| 775 |
|
| 776 |
if ($err = TicketAccessGuard::assert($ticket)) { |
| 777 |
return $err; |
| 778 |
} |
| 779 |
|
| 780 |
$ticketTitle = $ticket->title; |
| 781 |
(new TicketService())->deleteTicket($ticket, $agent); |
| 782 |
|
| 783 |
return MCPHelper::envelope( |
| 784 |
"Ticket #{$ticketId} permanently deleted: {$ticketTitle}", |
| 785 |
['deleted_title' => sanitize_text_field($ticketTitle)] |
| 786 |
); |
| 787 |
} |
| 788 |
|
| 789 |
public static function getTicketActivity($params) |
| 790 |
{ |
| 791 |
$agent = MCPHelper::resolveAgent(); |
| 792 |
if (!$agent) { |
| 793 |
return MCPHelper::error('unauthorized', __('No agent found for current user', 'fluent-support')); |
| 794 |
} |
| 795 |
|
| 796 |
$ticketId = (int) ($params['ticket_id'] ?? 0); |
| 797 |
if (!$ticketId) { |
| 798 |
return MCPHelper::error('invalid_param', __('ticket_id is required', 'fluent-support'), ['fields' => ['ticket_id']]); |
| 799 |
} |
| 800 |
|
| 801 |
$ticket = Ticket::find($ticketId); |
| 802 |
if (!$ticket) { |
| 803 |
return MCPHelper::error('not_found', __('Ticket not found', 'fluent-support'), ['next_step' => 'Use list-tickets to find valid ticket IDs']); |
| 804 |
} |
| 805 |
|
| 806 |
if ($err = TicketAccessGuard::assert($ticket)) { |
| 807 |
return $err; |
| 808 |
} |
| 809 |
|
| 810 |
$activities = Activity::where('object_type', 'ticket') |
| 811 |
->where('object_id', $ticketId) |
| 812 |
->with('person') |
| 813 |
->orderBy('created_at', 'desc') |
| 814 |
->limit(50) |
| 815 |
->get(); |
| 816 |
|
| 817 |
$count = $activities->count(); |
| 818 |
|
| 819 |
return MCPHelper::envelope( |
| 820 |
"Found {$count} activity entries for ticket #{$ticketId}", |
| 821 |
[ |
| 822 |
'ticket_id' => $ticketId, |
| 823 |
'activities' => $activities->map(function ($a) { |
| 824 |
return [ |
| 825 |
'id' => $a->id, |
| 826 |
'event' => $a->event_type, |
| 827 |
'description' => MCPHelper::htmlToText($a->description), |
| 828 |
'person' => MCPHelper::personName($a->person), |
| 829 |
'person_type' => $a->person_type, |
| 830 |
'created_at' => MCPHelper::toIso8601($a->created_at), |
| 831 |
]; |
| 832 |
})->toArray(), |
| 833 |
], |
| 834 |
['total' => $count] |
| 835 |
); |
| 836 |
} |
| 837 |
|
| 838 |
public static function mergeTickets($params) |
| 839 |
{ |
| 840 |
$agent = MCPHelper::resolveAgent(); |
| 841 |
if (!$agent) { |
| 842 |
return MCPHelper::error('unauthorized', __('No agent found for current user', 'fluent-support')); |
| 843 |
} |
| 844 |
|
| 845 |
if (!class_exists('\FluentSupportPro\App\Services\ProTicketService')) { |
| 846 |
return MCPHelper::error('not_available', __('Merge tickets requires Fluent Support Pro', 'fluent-support')); |
| 847 |
} |
| 848 |
|
| 849 |
$targetId = (int) ($params['target_ticket_id'] ?? 0); |
| 850 |
$mergeIds = array_map('intval', (array) ($params['merge_ticket_ids'] ?? [])); |
| 851 |
|
| 852 |
if (!$targetId || empty($mergeIds)) { |
| 853 |
return MCPHelper::error('invalid_param', __('target_ticket_id and merge_ticket_ids are required', 'fluent-support'), ['fields' => ['target_ticket_id', 'merge_ticket_ids']]); |
| 854 |
} |
| 855 |
|
| 856 |
$mergeIds = array_values(array_unique($mergeIds)); |
| 857 |
|
| 858 |
if (in_array($targetId, $mergeIds, true)) { |
| 859 |
return MCPHelper::error( |
| 860 |
'invalid_param', |
| 861 |
__('target_ticket_id must not also appear in merge_ticket_ids', 'fluent-support'), |
| 862 |
['fields' => ['target_ticket_id', 'merge_ticket_ids']] |
| 863 |
); |
| 864 |
} |
| 865 |
|
| 866 |
$target = Ticket::find($targetId); |
| 867 |
if (!$target) { |
| 868 |
return MCPHelper::error('not_found', __('Target ticket not found', 'fluent-support'), ['fields' => ['target_ticket_id'], 'next_step' => 'Use list-tickets to find valid ticket IDs']); |
| 869 |
} |
| 870 |
|
| 871 |
if ($err = TicketAccessGuard::assert($target)) { |
| 872 |
return $err; |
| 873 |
} |
| 874 |
|
| 875 |
$inaccessible = []; |
| 876 |
$mergeTicketMap = Ticket::whereIn('id', $mergeIds)->get()->keyBy('id'); |
| 877 |
foreach ($mergeIds as $mergeId) { |
| 878 |
$source = $mergeTicketMap->get($mergeId); |
| 879 |
if (!$source || TicketAccessGuard::assert($source)) { |
| 880 |
$inaccessible[] = $mergeId; |
| 881 |
} |
| 882 |
} |
| 883 |
|
| 884 |
if ($inaccessible) { |
| 885 |
return MCPHelper::error( |
| 886 |
'forbidden', |
| 887 |
sprintf(__('You do not have access to the following ticket(s): %s', 'fluent-support'), implode(', ', $inaccessible)) |
| 888 |
); |
| 889 |
} |
| 890 |
|
| 891 |
$proService = new \FluentSupportPro\App\Services\ProTicketService(); |
| 892 |
$result = $proService->mergeCustomerTickets($mergeIds, $targetId); |
| 893 |
|
| 894 |
if ($result === null) { |
| 895 |
return MCPHelper::error('merge_failed', __('Ticket merge failed or was only partially completed. Some tickets may be in an inconsistent state.', 'fluent-support')); |
| 896 |
} |
| 897 |
|
| 898 |
$target->load(['customer', 'agent', 'product', 'mailbox', 'tags']); |
| 899 |
|
| 900 |
$mergeCount = count($mergeIds); |
| 901 |
|
| 902 |
return MCPHelper::envelope( |
| 903 |
"{$mergeCount} ticket(s) merged into #{$targetId}", |
| 904 |
['ticket' => MCPHelper::formatTicketForMCP($target)] |
| 905 |
); |
| 906 |
} |
| 907 |
} |
| 908 |
|
