fluent-support / app / Services / Tickets / ResponseService.php

ResponseService.php in Fluent Support – Helpdesk & Customer Support Ticket System trunk, at app/Services/Tickets/ResponseService.php

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1	<?php
2
3	namespace FluentSupport\App\Services\Tickets;
4
5	use FluentSupport\App\Models\Attachment;
6	use FluentSupport\App\Models\Conversation;
7	use FluentSupport\App\Services\Helper;
8	use FluentSupport\App\Services\Includes\UploadService;
9	use FluentSupport\Framework\Support\Arr;
10
11	class ResponseService
12	{
13	/**
14	* createResponse method is responsible for create responses to ticket by agent or customer
15	* @param $data
16	* @param $person
17	* @param $ticket
18	* @return array\|false
19	*/
20	public function createResponse($data, $person, $ticket, $silently = false)
21	{
22	if (empty($data['content'])) {
23	return false;
24	}
25
26	$cc_emails = Arr::get($data, 'cc_emails', []);
27
28	$informationalReply = Arr::get($data, 'informational_reply', false);
29	// Adding support for shortcode in agent response
30	if ($person->person_type == 'agent') {
31	$data['content'] = apply_filters('fluent_support/parse_smartcode_data', $data['content'], [
32	'customer' => $ticket->customer,
33	'agent' => $person
34	]);
35	}
36
37	if ($person->person_type == 'agent' && Arr::get($data, 'conversation_type', 'response') == 'response') {
38	$data['content'] = $this->maybeAppendSignature($data['content'], $person);
39	}
40
41	$convoType = Arr::get($data, 'conversation_type', 'response');
42
43	// Request input is unslashed once at the boundary (the framework Request
44	// cleaner for web requests, WP core for REST params), and API, MCP and
45	// webhook callers pass decoded JSON that was never slashed. Sanitize only:
46	// unslashing again would strip literal backslashes out of Windows paths,
47	// regexes, JSON and shell snippets.
48	$content = wp_kses_post($data['content']);
49	$resetWaitingSince = apply_filters('fluent_support/reset_waiting_since', true, $content);
50	$content = apply_filters('fluent_support/response_content_before_use_anywhere', $content);
51	$response = [
52	'person_id' => $person->id,
53	'ticket_id' => $ticket->id,
54	'conversation_type' => $convoType,
55	'content' => $content,
56	'source' => Arr::get($data, 'source', 'web'),
57	'content_hash' => md5($content)
58	];
59
60	if (!empty($data['message_id'])) {
61	$response['message_id'] = sanitize_text_field($data['message_id']);
62	}
63
64	$response = apply_filters('fluent_support/new_' . $person->person_type . '_' . $convoType, $response, $ticket, $person);
65
66	$createdResponse = \FluentSupport\App\Models\Conversation::create($response);
67
68	if (!empty($cc_emails)) {
69	//Store cc emails in meta settings for the response
70	$createdResponse->updateSettingsValue('cc_email', $cc_emails);
71
72	//Store all the carbon copy customers under the ticket
73	$existingCcEmails = $ticket->getSettingsValue('all_cc_email', []);
74	$newData = array_merge($existingCcEmails, $cc_emails);
75	$ticket->updateSettingsValue('all_cc_email', array_unique($newData));
76	}
77
78	$createdResponse->load('person');
79
80	if ($person->person_type == 'agent' && $ticket->status == 'new' && $convoType == 'response') {
81	$ticket->status = 'active';
82	if ($ticket->created_at) {
83	$ticket->first_response_time = strtotime(current_time('mysql')) - strtotime($ticket->created_at);
84	} else {
85	$ticket->first_response_time = 300;
86	}
87	}
88
89	$agentAdded = false;
90	$previousAgentId = (int) $ticket->agent_id;
91	$updateData = [];
92
93	if ($person->person_type == 'agent') {
94	if (!$ticket->agent_id && $convoType == 'response') {
95	$ticket->agent_id = $person->id;
96	$agentAdded = true;
97	$updateData = [
98	'agent_id' => $person->id
99	];
100	}
101
102	if ($convoType == 'response') {
103	if ($resetWaitingSince && !$informationalReply) {
104	$ticket->last_agent_response = current_time('mysql');
105	$ticket->waiting_since = current_time('mysql');
106	}
107	}
108	} else {
109
110	if ($ticket->last_agent_response && strtotime($ticket->last_agent_response) > strtotime($ticket->last_customer_response)) {
111	$ticket->waiting_since = current_time('mysql');
112	}
113
114	$ticket->last_customer_response = current_time('mysql');
115	}
116
117	if ($convoType == 'response') {
118	$ticket->response_count += 1;
119	}
120
121	$closed = false;
122	if (Arr::get($data, 'close_ticket') == 'yes' && $ticket->status != 'closed') {
123	$ticket->status = 'closed';
124	$ticket->resolved_at = current_time('mysql');
125	$ticket->closed_by = $person->id;
126	$ticket->total_close_time = current_time('timestamp') - strtotime($ticket->created_at);
127	$closed = true;
128
129	$internalNote = __('Ticket has been closed', 'fluent-support');
130
131	$internalNote = apply_filters('fluent_support/ticket_close_internal_note', $internalNote, $ticket);
132
133	if ($internalNote) {
134	Conversation::create([
135	'ticket_id' => $ticket->id,
136	'person_id' => $person->id,
137	'conversation_type' => 'internal_info',
138	'content' => $internalNote
139	]);
140	}
141	}
142
143	$ticket->save();
144
145	Helper::tempImageMoveUploadDir($ticket->id, 'conversation', $createdResponse->id, $person->id);
146
147	//If file upload failed to local during create response
148	if ($attachmentHashes = Arr::get($data, 'attachments', [])) {
149	$attachments = Attachment::where('ticket_id', $ticket->id)
150	->whereIn('file_hash', $attachmentHashes)
151	->where('status', 'in-active')
152	->get();
153
154	if (!$attachments->isEmpty()) {
155	$storageDriver = Helper::getUploadDriverKey();
156	foreach ($attachments as $attachment) {
157	if ($storageDriver != 'local') {
158	do_action_ref_array('fluent_support/finalize_file_upload_' . $storageDriver, [&$attachment, $ticket->id]);
159	}
160
161	if ($attachment->driver == 'local') {
162	$newFileInfo = UploadService::copyFileTicketFolder($attachment->file_path, $ticket->id);
163	if ($newFileInfo && !empty($newFileInfo['file_path'])) {
164	$attachment->file_path = $newFileInfo['file_path'];
165	$attachment->full_url = $newFileInfo['url'];
166	}
167	}
168
169	$attachment->ticket_id = $ticket->id;
170	$attachment->person_id = $createdResponse->person_id;
171	$attachment->conversation_id = $createdResponse->id;
172	$attachment->status = 'active';
173	$attachment->save();
174	}
175	$createdResponse->load('attachments');
176	}
177	}
178
179	if ($silently) {
180	return [
181	'response' => $createdResponse,
182	'ticket' => $ticket,
183	'update_data' => $updateData
184	];
185	}
186
187	if ($agentAdded) {
188	$assigner = Helper::getCurrentAgent();
189	$ticket->load('agent');
190
191	/*
192	* Action on ticket assign to an agent
193	*
194	* @since v1.0.0
195	* @param object $person
196	* @param object $ticket
197	* @param object $assigner
198	*/
199	do_action('fluent_support/agent_assigned_to_ticket', $person, $ticket, $assigner, $previousAgentId);
200	$updateData['agent'] = $ticket->agent;
201	}
202
203	/*
204	* Action on conversation
205	*
206	* @since v1.0.0
207	* @param string $convoType
208	* @param string $personType
209	* @param object $createdResponse
210	* @param object $ticket
211	* @param object $person
212	*/
213	do_action('fluent_support/' . $convoType . '_added_by_' . $person->person_type, $createdResponse, $ticket, $person);
214
215
216	if ($closed) {
217	/*
218	* Action on ticket close
219	*
220	* @since v1.0.0
221	* @param object $ticket
222	* @param object $person
223	*/
224	do_action('fluent_support/ticket_closed', $ticket, $person);
225
226	/*
227	* Action on ticket close
228	*
229	* @since v1.0.0
230	* @param string $personType
231	* @param object $ticket
232	* @param object $person
233	*/
234	do_action('fluent_support/ticket_closed_by_' . $person->person_type, $ticket, $person);
235	}
236
237	return [
238	'response' => $createdResponse,
239	'ticket' => $ticket,
240	'update_data' => $updateData
241	];
242	}
243
244	public function maybeAppendSignature($content, $person)
245	{
246	if ($person->getMeta('agent_signature_enabled', 'no') !== 'yes') {
247	return $content;
248	}
249
250	$signature = $person->getMeta('agent_signature', '');
251	$hasText = !empty(trim(strip_tags($signature)));
252	$hasImage = (bool) preg_match('/<img[\s>]/i', $signature);
253	if (!$hasText && !$hasImage) {
254	return $content;
255	}
256
257	return $content . '<div class="fs_agent_signature">' . $signature . '</div>';
258	}
259	}
260