supportcandy / includes / rest-api / class-wpsc-rest-individual-ticket.php

class-wpsc-rest-individual-ticket.php in SupportCandy – AI Customer Support Ticket System & Live Chatbot Agent 3.3.7, at includes/rest-api/class-wpsc-rest-individual-ticket.php

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1	<?php
2	if ( ! defined( 'ABSPATH' ) ) {
3	exit; // Exit if accessed directly!
4	}
5
6	if ( ! class_exists( 'WPSC_REST_Individual_Ticket' ) ) :
7
8	final class WPSC_REST_Individual_Ticket {
9
10	/**
11	* Array of ticket slugs which we do not want to expose to REST API
12	*
13	* @var array
14	*/
15	public static $prevent_data = array();
16
17	/**
18	* Initialize this class
19	*
20	* @return void
21	*/
22	public static function init() {
23
24	add_action( 'wpsc_rest_load_ticket_prevent_data', array( __CLASS__, 'load_prevent_data' ) );
25	}
26
27	/**
28	* Load prevent data
29	*
30	* @return void
31	*/
32	public static function load_prevent_data() {
33
34	$current_user = WPSC_Current_User::$current_user;
35	$data = ! $current_user->is_agent ? array( 'ip_address', 'source', 'browser', 'os', 'user_type' ) : array();
36	self::$prevent_data = apply_filters( 'wpsc_rest_prevent_ticket_data', $data );
37	}
38
39	/**
40	* Create new ticket
41	*
42	* @param WP_REST_Request $request - request object.
43	* @return WP_Error\|WP_REST_Response
44	*/
45	public static function create( $request ) {
46
47	$current_user = WPSC_Current_User::$current_user;
48	$gs = get_option( 'wpsc-gs-general' );
49	$advanced = get_option( 'wpsc-ms-advanced-settings' );
50
51	if ( ! (
52	( ! $current_user->user->ID && in_array( 'guest', $gs['allow-create-ticket'] ) ) \|\|
53	( $current_user->is_agent && in_array( $current_user->agent->role, $gs['allow-create-ticket'] ) ) \|\|
54	( ! $current_user->is_agent && $current_user->user->ID && in_array( 'registered-user', $gs['allow-create-ticket'] ) )
55	) ) {
56	return new WP_REST_Response( new WP_Error( 'unauthorized', 'You are not authorized to create ticket!' ), 401 );
57	}
58
59	// group by custom field type.
60	$cfs = array();
61	foreach ( WPSC_Custom_Field::$custom_fields as $cf ) {
62	$cfs[ $cf->type::$slug ][] = $cf;
63	}
64
65	// collect all data to create ticket.
66	$data = apply_filters(
67	'wpsc_rest_create_ticket',
68	array( 'errors' => new WP_Error() ),
69	$request,
70	$cfs
71	);
72
73	// check whether there are any errors.
74	if ( $data['errors']->has_errors() ) {
75	return new WP_REST_Response( $data['errors'], 400 );
76	} else {
77	unset( $data['errors'] );
78	}
79
80	// Seperate description from $data.
81	$description = $data['description'];
82	unset( $data['description'] );
83
84	// Seperate description attachments from $data.
85	$description_attachments = $data['description_attachments'];
86	unset( $data['description_attachments'] );
87
88	$data['last_reply_on'] = ( new DateTime() )->format( 'Y-m-d H:i:s' );
89
90	// insert ticket data.
91	$ticket = WPSC_Ticket::insert( $data );
92
93	if ( ! $ticket ) {
94	return new WP_REST_Response( new WP_Error( 'something_wrong', 'Something went wrong!' ), 400 );
95	}
96
97	$thread_customer = $current_user->is_agent && $current_user->customer->id != $ticket->customer->id && $advanced['raised-by-user'] == 'agent' ? $current_user->customer : $ticket->customer;
98	$ticket->last_reply_by = $thread_customer->id;
99	$ticket->last_reply_source = 'rest-api';
100	$ticket->save();
101
102	// replace macros only when current user is an agent.
103	$description = $current_user->is_agent ? WPSC_Macros::replace( $description, $ticket ) : $description;
104
105	// set signature if agent.
106	$signature = $current_user->is_agent && $current_user->customer->email == $ticket->customer->email ? $current_user->agent->get_signature() : '';
107	if ( $signature ) {
108	$description .= $signature;
109	}
110
111	// Create report thread.
112	$thread = WPSC_Thread::insert(
113	array(
114	'ticket' => $ticket->id,
115	'customer' => $thread_customer->id,
116	'type' => 'report',
117	'body' => $description,
118	'attachments' => $description_attachments,
119	'ip_address' => $ticket->ip_address,
120	'source' => $ticket->source,
121	'os' => $ticket->os,
122	'browser' => $ticket->browser,
123	)
124	);
125
126	do_action( 'wpsc_create_new_ticket', $ticket );
127
128	$request = new WP_REST_Request( 'GET', '/supportcandy/v2/tickets/' . $ticket->id );
129	return rest_do_request( $request );
130	}
131
132	/**
133	* Get individual ticket
134	*
135	* @param WP_REST_Request $request - request object.
136	* @return WP_Error\|WP_REST_Response
137	*/
138	public static function get( $request ) {
139
140	$current_user = WPSC_Current_User::$current_user;
141
142	// triggers loading of prevent ticket data property.
143	do_action( 'wpsc_rest_load_ticket_prevent_data' );
144
145	$ticket = new WPSC_Ticket( $request->get_param( 'id' ) );
146	if ( ! $ticket->id ) {
147	return new WP_REST_Response( new WP_Error( 'unauthorized', 'You are not authorized!' ), 401 );
148	}
149
150	WPSC_Individual_Ticket::$ticket = $ticket;
151	if ( ! (
152	( $current_user->is_agent && WPSC_Individual_Ticket::has_ticket_cap( 'view' ) ) \|\|
153	WPSC_Individual_Ticket::is_customer()
154	) ) {
155	return new WP_REST_Response( new WP_Error( 'unauthorized', 'You are not authorized!' ), 401 );
156	}
157
158	$data = self::modify_response( $ticket->to_array() );
159	return new WP_REST_Response( $data, 200 );
160	}
161
162	/**
163	* Update/modify the ticket
164	*
165	* @param WP_REST_Request $request - request object.
166	* @return WP_Error\|WP_REST_Response
167	*/
168	public static function update( $request ) {
169
170	$current_user = WPSC_Current_User::$current_user;
171
172	$ticket = new WPSC_Ticket( $request->get_param( 'id' ) );
173	if ( ! $ticket->id \|\| ! $ticket->is_active ) {
174	return new WP_REST_Response( new WP_Error( 'unauthorized', 'You are not authorized!' ), 401 );
175	}
176
177	// ticket object clone to compare.
178	$ticket_clone = clone $ticket;
179
180	WPSC_Individual_Ticket::$ticket = $ticket;
181
182	foreach ( $request->get_params() as $slug => $val ) {
183
184	if ( in_array( $slug, array( 'id', 'description', 'description_attachments' ) ) ) {
185	continue;
186	}
187
188	$cf = WPSC_Custom_Field::get_cf_by_slug( $slug );
189	if ( ! $cf \|\| ! in_array( $cf->field, array( 'ticket', 'agentonly' ) ) ) {
190	continue;
191	}
192
193	// ticket fields.
194	if ( $cf->field == 'ticket' ) {
195
196	// subject.
197	if ( $slug == 'subject' && $current_user->is_agent && WPSC_Individual_Ticket::has_ticket_cap( 'ctf' ) ) {
198
199	$prev = $ticket->subject;
200	$new = sanitize_text_field( $val );
201	if ( ! $new \|\| $prev == $new ) {
202	continue;
203	}
204
205	$ticket->subject = $new;
206	do_action( 'wpsc_change_ticket_subject', $ticket, $prev, $new, $current_user->customer->id );
207	}
208
209	// status.
210	if ( $slug == 'status' && $current_user->is_agent && WPSC_Individual_Ticket::has_ticket_cap( 'cs' ) ) {
211
212	$status = new WPSC_Status( intval( $val ) );
213	if ( ! $status->id \|\| $ticket->status == $status ) {
214	continue;
215	}
216
217	WPSC_Individual_Ticket::change_status( $ticket->status->id, $status->id, $current_user->customer->id );
218	}
219
220	// priority.
221	if ( $slug == 'priority' && $current_user->is_agent && WPSC_Individual_Ticket::has_ticket_cap( 'cs' ) ) {
222
223	$priority = new WPSC_Priority( intval( $val ) );
224	if ( ! $priority->id \|\| $ticket->priority == $priority ) {
225	continue;
226	}
227
228	WPSC_Individual_Ticket::change_priority( $ticket->priority->id, $priority->id, $current_user->customer->id );
229	}
230
231	// category.
232	if ( $slug == 'category' && $current_user->is_agent && WPSC_Individual_Ticket::has_ticket_cap( 'cs' ) ) {
233
234	$category = new WPSC_Category( intval( $val ) );
235	if ( ! $category->id \|\| $ticket->category == $category ) {
236	continue;
237	}
238
239	WPSC_Individual_Ticket::change_category( $ticket->category->id, $category->id, $current_user->customer->id );
240	}
241
242	// customer.
243	if ( $slug == 'customer' && $current_user->is_agent && WPSC_Individual_Ticket::has_ticket_cap( 'crb' ) ) {
244
245	$customer = new WPSC_Customer( intval( $val ) );
246	if ( ! $customer->id \|\| $ticket->customer == $customer ) {
247	continue;
248	}
249
250	WPSC_Individual_Ticket::change_raised_by( $ticket->customer, $customer, $current_user->customer->id );
251	}
252
253	// assignee.
254	if ( $slug == 'assigned_agent' && $current_user->is_agent && WPSC_Individual_Ticket::has_ticket_cap( 'aa' ) ) {
255
256	$new = array_unique(
257	array_filter(
258	array_map(
259	function ( $id ) {
260	$agent = new WPSC_Agent( intval( $id ) );
261	return $agent->id ? $agent->id : false;
262	},
263	explode( ',', sanitize_text_field( $val ) )
264	)
265	)
266	);
267
268	$prev = array_unique(
269	array_filter(
270	array_map(
271	fn( $agent ) => $agent->id,
272	$ticket->assigned_agent
273	)
274	)
275	);
276
277	if ( ! $new \|\| ! ( array_diff( $prev, $new ) \|\| array_diff( $new, $prev ) ) ) {
278	continue;
279	}
280
281	$new = array_map(
282	fn( $id ) => new WPSC_Agent( $id ),
283	$new
284	);
285
286	WPSC_Individual_Ticket::change_assignee( $ticket->assigned_agent, $new, $current_user->customer->id );
287	}
288
289	// additional recipients.
290	if (
291	$slug == 'add_recipients' &&
292	(
293	( $current_user->is_agent && WPSC_Individual_Ticket::has_ticket_cap( 'ar' ) ) \|\|
294	( ! $current_user->is_agent && $ticket->customer->id == $current_user->customer->id )
295	)
296	) {
297
298	$recipients = array_unique( array_filter( array_map( 'sanitize_email', explode( ',', $val ) ) ) );
299	$prev = $ticket->add_recipients;
300	if ( ! $recipients \|\| ! ( array_diff( $prev, $recipients ) \|\| array_diff( $recipients, $prev ) ) ) {
301	continue;
302	}
303
304	$ticket->add_recipients = $recipients;
305	do_action( 'wpsc_change_ticket_add_recipients', $ticket, $prev, $recipients, $current_user->customer->id );
306	}
307
308	// ticket fields.
309	if (
310	class_exists( $cf->type ) &&
311	$current_user->is_agent &&
312	WPSC_Individual_Ticket::has_ticket_cap( 'ctf' ) &&
313	! $cf->type::$is_default &&
314	! in_array( $cf->type::$slug, WPSC_ITW_Ticket_Fields::$ignore_cft )
315	) {
316
317	$cf->type::set_rest_edit_ticket_cf( $ticket, $cf, $val );
318	do_action( 'wpsc_change_ticket_fields', $ticket_clone, $ticket );
319	}
320
321	// handle add-on ticket fields.
322	do_action( 'wpsc_rest_update_ticket_fields', $ticket, $cf, $val );
323
324	} elseif (
325	// agentonly fields.
326	class_exists( $cf->type ) &&
327	$current_user->is_agent &&
328	WPSC_Individual_Ticket::has_ticket_cap( 'caof' ) &&
329	! $cf->type::$is_default &&
330	! in_array( $cf->type::$slug, WPSC_ITW_Agentonly_Fields::$ignore_cft )
331	) {
332
333	$cf->type::set_rest_edit_ticket_cf( $ticket, $cf, $val );
334	do_action( 'wpsc_change_agentonly_fields', $ticket_clone, $ticket );
335	}
336	}
337
338	// save the changes.
339	if ( $ticket != $ticket_clone ) {
340
341	$ticket->date_updated = new DateTime();
342	$ticket->save();
343	}
344
345	$request = new WP_REST_Request( 'GET', '/supportcandy/v2/tickets/' . $ticket->id );
346	return rest_do_request( $request );
347	}
348
349	/**
350	* Delete the ticket
351	*
352	* @param WP_REST_Request $request - request object.
353	* @return WP_Error\|WP_REST_Response
354	*/
355	public static function delete( $request ) {
356
357	$current_user = WPSC_Current_User::$current_user;
358	if ( ! $current_user->is_agent ) {
359	return new WP_REST_Response( new WP_Error( 'unauthorized', 'You are not authorized to delete ticket!' ), 401 );
360	}
361
362	$ticket = new WPSC_Ticket( $request->get_param( 'id' ) );
363	if ( ! $ticket->id ) {
364	return new WP_REST_Response( new WP_Error( 'bad_request', 'Bad request!' ), 400 );
365	}
366
367	WPSC_Individual_Ticket::$ticket = $ticket;
368	if ( ! WPSC_Individual_Ticket::$ticket->is_active \|\| ! WPSC_Individual_Ticket::has_ticket_cap( 'dtt' ) ) {
369	return new WP_REST_Response( new WP_Error( 'unauthorized', 'You are not authorized to delete this ticket!' ), 401 );
370	}
371
372	WPSC_Individual_Ticket::delete_ticket();
373	return new WP_REST_Response( array( 'success' => true ), 200 );
374	}
375
376	/**
377	* Get ticket threads
378	*
379	* @param WP_REST_Request $request - request object.
380	* @return WP_Error\|WP_REST_Response
381	*/
382	public static function get_threads( $request ) {
383
384	$current_user = WPSC_Current_User::$current_user;
385
386	$ticket = new WPSC_Ticket( $request->get_param( 'id' ) );
387	if ( ! $ticket->id \|\| ! $ticket->is_active ) {
388	return new WP_REST_Response( new WP_Error( 'unauthorized', 'You are not authorized!' ), 401 );
389	}
390
391	WPSC_Individual_Ticket::$ticket = $ticket;
392	if ( ! (
393	( $current_user->is_agent && WPSC_Individual_Ticket::has_ticket_cap( 'view' ) ) \|\|
394	( WPSC_Individual_Ticket::is_customer() )
395	) ) {
396	return new WP_REST_Response( new WP_Error( 'unauthorized', 'You are not authorized!' ), 401 );
397	}
398
399	$filters = array(
400	'page_no' => $request->get_param( 'page' ),
401	'items_per_page' => $request->get_param( 'per_page' ),
402	'order' => $request->get_param( 'order' ),
403	'meta_query' => array(
404	'relation' => 'AND',
405	array(
406	'slug' => 'ticket',
407	'compare' => '=',
408	'val' => $ticket->id,
409	),
410	array(
411	'slug' => 'is_active',
412	'compare' => '=',
413	'val' => 1,
414	),
415	),
416	);
417
418	$type = array(
419	'slug' => 'type',
420	'compare' => 'IN',
421	'val' => array( 'report', 'reply' ),
422	);
423
424	// private note.
425	if ( $current_user->is_agent && WPSC_Individual_Ticket::has_ticket_cap( 'pn' ) ) {
426	$type['val'][] = 'note';
427	}
428
429	// logs.
430	if ( $current_user->is_agent && WPSC_Individual_Ticket::has_ticket_cap( 'vl' ) ) {
431	$type['val'][] = 'log';
432	}
433
434	$filters['meta_query'][] = $type;
435	$response = WPSC_Thread::find( $filters, false );
436
437	return new WP_REST_Response( self::modify_thread_response( $response, $ticket, $current_user ), 200 );
438	}
439
440	/**
441	* Add new thread
442	*
443	* @param WP_REST_Request $request - request object.
444	* @return WP_Error\|WP_REST_Response
445	*/
446	public static function add_new_thread( $request ) {
447
448	$current_user = WPSC_Current_User::$current_user;
449
450	$ticket = new WPSC_Ticket( $request->get_param( 'id' ) );
451	if ( ! $ticket->id \|\| ! $ticket->is_active ) {
452	return new WP_REST_Response( new WP_Error( 'unauthorized', 'You are not authorized!' ), 401 );
453	}
454
455	WPSC_Individual_Ticket::$ticket = $ticket;
456	$type = $request->get_param( 'type' );
457	$body = $request->get_param( 'body' );
458	$source = $request->get_param( 'source' );
459	$attachments = $request->get_param( 'attachments' );
460
461	// Set reply profile.
462	WPSC_Individual_Ticket::$reply_profile = 'agent';
463	if ( WPSC_Individual_Ticket::is_customer() ) {
464	WPSC_Individual_Ticket::$reply_profile = 'customer';
465	}
466
467	if ( ! (
468	( $current_user->is_agent && $type == 'reply' && WPSC_Individual_Ticket::has_ticket_cap( 'reply' ) ) \|\|
469	( $current_user->is_agent && $type == 'note' && WPSC_Individual_Ticket::has_ticket_cap( 'pn' ) ) \|\|
470	( WPSC_Individual_Ticket::is_customer() && $type == 'reply' )
471	) ) {
472	return new WP_REST_Response( new WP_Error( 'unauthorized', 'You are not authorized!' ), 401 );
473	}
474
475	// submit thread.
476	$thread = WPSC_Thread::insert(
477	array(
478	'ticket' => $ticket->id,
479	'customer' => $current_user->customer->id,
480	'type' => $type,
481	'body' => $body,
482	'attachments' => implode( '\|', $attachments ),
483	'ip_address' => WPSC_DF_IP_Address::get_current_user_ip(),
484	'source' => $source,
485	)
486	);
487
488	// save attachments.
489	foreach ( $attachments as $id ) {
490
491	$attachment = new WPSC_Attachment( $id );
492	$attachment->is_active = 1;
493	$attachment->source = $type;
494	$attachment->source_id = $thread->id;
495	$attachment->ticket_id = $ticket->id;
496	$attachment->save();
497	}
498
499	$ticket->date_updated = new DateTime();
500	$ticket->last_reply_on = new DateTime();
501	$ticket->last_reply_by = $current_user->customer->id;
502	$ticket->last_reply_source = $source;
503	$ticket->save();
504
505	if ( $type == 'reply' ) {
506	do_action( 'wpsc_post_reply', $thread );
507	} else {
508	do_action( 'wpsc_submit_note', $thread );
509	}
510
511	$response = self::modify_thread_response( array( 'results' => array( $thread->to_array() ) ), $ticket, $current_user );
512	return new WP_REST_Response( $response['results'][0], 200 );
513	}
514
515	/**
516	* Modify ticket response data appropreate for client side
517	*
518	* @param array $ticket - ticket response array.
519	* @return array
520	*/
521	public static function modify_response( $ticket ) {
522
523	$current_user = WPSC_Current_User::$current_user;
524
525	foreach ( $ticket as $slug => $value ) {
526
527	// remove prevent ticket data.
528	if ( in_array( $slug, self::$prevent_data ) ) {
529	unset( $ticket[ $slug ] );
530	continue;
531	}
532
533	$cf = WPSC_Custom_Field::get_cf_by_slug( $slug );
534
535	// ignore if no custom field type class is loaded.
536	if ( ! $cf ) {
537	unset( $ticket[ $slug ] );
538	continue;
539	}
540
541	// ignore agentonly fields for non-agent.
542	if ( ! $current_user->is_agent && $cf->field == 'agentonly' ) {
543	unset( $ticket[ $slug ] );
544	continue;
545	}
546
547	// convert has multiple values to array.
548	if ( WPSC_Ticket::$schema[ $slug ]['has_multiple_val'] ) {
549	if ( $value ) {
550	$ticket[ $slug ] = array_filter(
551	array_map(
552	fn( $val ) => is_numeric( $val ) ? intval( $val ) : $val,
553	explode( '\|', $value )
554	)
555	);
556	} else {
557	$ticket[ $slug ] = array();
558	}
559	continue;
560	}
561
562	// empty date value.
563	if ( $value == '0000-00-00 00:00:00' ) {
564	$ticket[ $slug ] = '';
565	}
566
567	// cast numeric fields into integer.
568	if ( is_numeric( $value ) ) {
569	$ticket[ $slug ] = intval( $value );
570	}
571	}
572
573	return apply_filters( 'wpsc_rest_modify_ticket_response', $ticket );
574	}
575
576	/**
577	* Modify thread response
578	*
579	* @param array $response - response array.
580	* @param WPSC_Ticket $ticket - ticket object.
581	* @param WPSC_Current_User $current_user - current user object.
582	* @return array
583	*/
584	public static function modify_thread_response( $response, $ticket, $current_user ) {
585
586	if ( $response['results'] ) {
587
588	$log_items = apply_filters(
589	'wpsc_rest_allowed_thread_log_items',
590	array( 'id', 'customer', 'type', 'body', 'date_created' )
591	);
592
593	$reply_items = apply_filters(
594	'wpsc_rest_allowed_thread_reply_items',
595	array( 'id', 'customer', 'type', 'body', 'attachments', 'seen', 'date_created' )
596	);
597
598	$response['results'] = array_map(
599	function ( $thread ) use ( $log_items, $reply_items ) {
600	$items = $thread['type'] == 'log' ? $log_items : $reply_items;
601	$temp = array();
602	foreach ( $items as $item ) {
603	switch ( $item ) {
604	case 'body':
605	if ( $thread['type'] == 'log' ) {
606	$body = json_decode( $thread[ $item ], true );
607	// Handle 'prev' field.
608	if ( isset( $body['prev'] ) ) {
609	if ( is_array( $body['prev'] ) ) {
610	$body['prev'] = implode( ',', $body['prev'] );
611	}
612	if ( is_string( $body['prev'] ) && strpos( $body['prev'], '\|' ) !== false ) {
613	$body['prev'] = str_replace( '\|', ',', $body['prev'] );
614	}
615	}
616	// Handle 'new' field.
617	if ( isset( $body['new'] ) ) {
618	if ( is_array( $body['new'] ) ) {
619	$body['new'] = implode( ',', $body['new'] );
620	}
621	if ( is_string( $body['new'] ) && strpos( $body['new'], '\|' ) !== false ) {
622	$body['new'] = str_replace( '\|', ',', $body['new'] );
623	}
624	}
625	$temp[ $item ] = $body;
626	} else {
627	$temp[ $item ] = $thread[ $item ];
628	}
629	break;
630	case 'attachments':
631	$temp[ $item ] = str_replace( '\|', ',', $thread[ $item ] );
632	break;
633	default:
634	$temp[ $item ] = $thread[ $item ];
635	}
636	}
637	return $temp;
638	},
639	$response['results']
640	);
641	}
642
643	return $response;
644	}
645
646	/**
647	* Validate id
648	*
649	* @param string $param - parameter value.
650	* @param WP_REST_Request $request - request object.
651	* @param string $key - filter key.
652	* @return boolean
653	*/
654	public static function validate_id( $param, $request, $key ) {
655
656	$error = new WP_Error( 'invalid_id', 'Invalid ticket id', array( 'status' => 400 ) );
657	$ticket = new WPSC_Ticket( $param );
658	return $ticket->id ? true : $error;
659	}
660	}
661	endif;
662
663	WPSC_REST_Individual_Ticket::init();
664