phase 6 added helpdesk
This commit is contained in:
Mark Gregory
@@ -0,0 +1,173 @@
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<?php
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declare(strict_types=1);
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namespace Modules\Helpdesk\Services;
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use App\Models\User;
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use Illuminate\Support\Carbon;
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use Illuminate\Support\Facades\Schema;
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use Modules\Helpdesk\Models\Comment;
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use Modules\Helpdesk\Models\SlaPolicy;
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use Modules\Helpdesk\Models\Ticket;
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use Modules\Helpdesk\Models\TicketSlaEvent;
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final class SlaService
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{
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public function applyPolicy(Ticket $ticket): Ticket
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{
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$policy = $this->policyFor($ticket);
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if (! $policy) {
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return $ticket;
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}
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$createdAt = $ticket->created_at ?? now();
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$ticket->forceFill([
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'sla_policy_id' => $policy->id,
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'sla_first_response_due_at' => $createdAt->copy()->addMinutes($policy->first_response_minutes),
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'sla_resolution_due_at' => $createdAt->copy()->addMinutes($policy->resolution_minutes),
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])->save();
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TicketSlaEvent::query()->create([
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'ticket_id' => $ticket->id,
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'sla_policy_id' => $policy->id,
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'event' => 'sla.policy_applied',
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'due_at' => $ticket->sla_resolution_due_at,
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'occurred_at' => now(),
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'meta' => ['policy' => $policy->name],
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]);
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return $ticket->fresh() ?? $ticket;
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}
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/**
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* Record a public ticket response and satisfy the first-response SLA.
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*
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* A public Helpdesk response is deliberate customer-visible communication,
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* so it must satisfy the first-response SLA even in local/single-user
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* support workflows where the same authenticated user may be testing both
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* sides of the ticket conversation.
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*/
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public function recordPublicResponse(Ticket $ticket, User $actor): void
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{
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$respondedAt = now();
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if ($ticket->first_response_at === null) {
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$this->markFirstResponse($ticket, $respondedAt, $actor);
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}
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$ticket->increment('public_replies_count');
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}
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/**
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* Rebuild first-response SLA state from the earliest public comment.
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*
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* This keeps older tickets correct when public comments existed before the
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* explicit Public/Internal selector was added or when counters were manually
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* changed outside the SLA service.
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*/
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public function syncFirstResponseFromComments(Ticket $ticket): void
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{
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if ($ticket->first_response_at !== null) {
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return;
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}
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/** @var \Illuminate\Database\Eloquent\Builder<Comment> $query */
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$query = Comment::query()
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->where('ticket_id', $ticket->id)
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->where('is_internal', false)
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->with('user')
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->oldest('created_at');
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if (Schema::hasColumn('helpdesk_comments', 'tombstoned_at')) {
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$query->whereNull('tombstoned_at');
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}
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/** @var Comment|null $firstPublicComment */
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$firstPublicComment = $query->first();
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if ($firstPublicComment === null) {
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return;
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}
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$this->markFirstResponse($ticket, $firstPublicComment->created_at ?? now(), $firstPublicComment->user);
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}
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private function markFirstResponse(Ticket $ticket, mixed $respondedAt, ?User $actor = null): void
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{
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$respondedAt = $respondedAt instanceof Carbon
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? $respondedAt
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: now();
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$breached = $ticket->sla_first_response_due_at !== null
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&& $respondedAt->greaterThan($ticket->sla_first_response_due_at);
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$ticket->forceFill([
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'first_response_at' => $respondedAt,
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'sla_first_response_breached_at' => $breached ? $respondedAt : null,
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])->save();
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TicketSlaEvent::query()->firstOrCreate(
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[
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'ticket_id' => $ticket->id,
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'event' => 'sla.first_response',
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],
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[
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'sla_policy_id' => $ticket->sla_policy_id,
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'due_at' => $ticket->sla_first_response_due_at,
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'occurred_at' => $respondedAt,
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'breached' => $breached,
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'meta' => [
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'actor_id' => $actor?->id,
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'actor_name' => $actor?->name,
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'response_seconds' => max(0, ($ticket->created_at ?? $respondedAt)->diffInSeconds($respondedAt)),
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],
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],
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);
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}
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public function recordClosure(Ticket $ticket): void
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{
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$breached = $ticket->sla_resolution_due_at !== null && now()->greaterThan($ticket->sla_resolution_due_at);
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$ticket->forceFill(['sla_resolution_breached_at' => $breached ? now() : $ticket->sla_resolution_breached_at])->save();
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TicketSlaEvent::query()->create([
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'ticket_id' => $ticket->id,
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'sla_policy_id' => $ticket->sla_policy_id,
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'event' => 'sla.resolved',
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'due_at' => $ticket->sla_resolution_due_at,
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'occurred_at' => now(),
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'breached' => $breached,
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'meta' => [
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'resolved_seconds' => max(0, ($ticket->created_at ?? now())->diffInSeconds(now())),
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],
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]);
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}
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public function refreshBreaches(Ticket $ticket): void
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{
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$updates = [];
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if ($ticket->first_response_at === null && $ticket->sla_first_response_due_at !== null && now()->greaterThan($ticket->sla_first_response_due_at)) {
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$updates['sla_first_response_breached_at'] = $ticket->sla_first_response_breached_at ?? now();
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}
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if ($ticket->completed_at === null && $ticket->sla_resolution_due_at !== null && now()->greaterThan($ticket->sla_resolution_due_at)) {
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$updates['sla_resolution_breached_at'] = $ticket->sla_resolution_breached_at ?? now();
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}
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if ($updates !== []) {
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$ticket->forceFill($updates)->save();
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}
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}
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private function policyFor(Ticket $ticket): ?SlaPolicy
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{
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return SlaPolicy::query()
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->where('is_active', true)
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->where(static function ($query) use ($ticket): void {
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$query->whereNull('company_id')->orWhere('company_id', $ticket->company_id);
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})
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->orderByRaw('CASE WHEN priority_id = ? THEN 0 WHEN priority_id IS NULL THEN 1 ELSE 2 END', [$ticket->priority_id])
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->orderByRaw('CASE WHEN category_id = ? THEN 0 WHEN category_id IS NULL THEN 1 ELSE 2 END', [$ticket->category_id])
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->orderByDesc('is_default')
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->first();
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}
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}
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