767 lines
25 KiB
PHP
Executable File
767 lines
25 KiB
PHP
Executable File
<?php
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declare(strict_types=1);
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namespace Modules\Helpdesk\Livewire;
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use App\Models\User;
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use Carbon\CarbonInterval;
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use Illuminate\Contracts\View\View;
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use Illuminate\Database\Eloquent\Builder;
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use Illuminate\Database\Eloquent\Collection as EloquentCollection;
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use Illuminate\Support\Collection;
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use Illuminate\Support\Facades\Auth;
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use Illuminate\Support\Facades\DB;
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use Illuminate\Support\Facades\Schema;
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use Illuminate\Support\Str;
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use Illuminate\Validation\Rule;
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use Livewire\Attributes\On;
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use Livewire\Attributes\Validate;
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use Livewire\Component;
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use Livewire\Features\SupportFileUploads\TemporaryUploadedFile;
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use Livewire\WithFileUploads;
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use Modules\Helpdesk\Models\CannedResponse;
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use Modules\Helpdesk\Models\ChecklistItem;
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use Modules\Helpdesk\Models\Comment;
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use Modules\Helpdesk\Models\GitCommit;
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use Modules\Helpdesk\Models\Priority;
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use Modules\Helpdesk\Models\Status;
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use Modules\Helpdesk\Models\Ticket;
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use Modules\Helpdesk\Services\AttachmentService;
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use Modules\Helpdesk\Services\CannedResponseRenderer;
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use Modules\Helpdesk\Services\ChecklistService;
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use Modules\Helpdesk\Services\SlaService;
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use Modules\Helpdesk\Services\TicketService;
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use Modules\Helpdesk\Services\WorkflowNotificationService;
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final class TicketShow extends Component
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{
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use WithFileUploads;
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public Ticket $ticket;
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#[Validate('required|string|min:2')]
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public string $commentBody = '';
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public bool $internal = false;
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/** @var array<int, TemporaryUploadedFile> */
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public array $attachments = [];
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/** @var array<int, TemporaryUploadedFile> */
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public array $supportingFiles = [];
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public ?int $status_id = null;
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public ?int $priority_id = null;
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public ?int $agent_id = null;
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public string $closureComment = '';
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public bool $closureInternal = false;
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public ?int $reply_parent_id = null;
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public string $replyBody = '';
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public ?int $canned_response_id = null;
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public function mount(Ticket $ticket): void
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{
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$this->ticket = $this->freshTicket($ticket);
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$this->authorize('view', $this->ticket);
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$this->status_id = $this->ticket->status_id;
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$this->priority_id = $this->ticket->priority_id;
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$this->agent_id = $this->ticket->agent_id;
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}
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public function startReply(int $commentId): void
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{
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$this->reply_parent_id = $commentId;
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$this->replyBody = '';
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}
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public function cancelReply(): void
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{
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$this->reply_parent_id = null;
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$this->replyBody = '';
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}
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public function addComment(TicketService $tickets): void
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{
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$this->authorize('comment', $this->ticket);
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$this->validate([
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'commentBody' => ['required', 'string', 'min:2'],
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'attachments.*' => $this->attachmentFileRules(),
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]);
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$tickets->comment($this->ticket, Auth::user(), $this->commentBody, $this->internal, $this->attachments);
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$this->reset(['commentBody', 'internal', 'attachments']);
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$this->ticket = $this->freshTicket($this->ticket);
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$this->dispatch('helpdesk-editor-reset', model: 'commentBody');
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$this->dispatch('helpdesk-comment-added');
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}
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public function addReply(TicketService $tickets): void
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{
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$this->authorize('comment', $this->ticket);
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$this->validate([
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'reply_parent_id' => ['required', 'integer', 'exists:helpdesk_comments,id'],
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'replyBody' => ['required', 'string', 'min:2'],
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]);
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$tickets->comment($this->ticket, Auth::user(), $this->replyBody, $this->internal, [], $this->reply_parent_id);
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$this->reset(['reply_parent_id', 'replyBody']);
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$this->ticket = $this->freshTicket($this->ticket);
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$this->dispatch('helpdesk-editor-reset', model: 'replyBody');
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$this->dispatch('helpdesk-reply-added');
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}
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/**
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* Refresh ticket aggregates and the time-log modal after the timer component starts or stops.
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*/
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#[On('helpdesk-ticket-time-log-updated')]
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public function refreshAfterTimeLogUpdate(): void
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{
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$this->ticket = $this->freshTicket($this->ticket);
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}
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public function applyCannedResponse(CannedResponseRenderer $renderer): void
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{
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$this->authorize('comment', $this->ticket);
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if ($this->canned_response_id === null) {
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return;
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}
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$response = CannedResponse::query()
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->where('is_active', true)
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->findOrFail($this->canned_response_id);
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$rendered = $renderer->render($response->body, $this->ticket, Auth::user());
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$this->commentBody = trim($this->commentBody."\n\n".$rendered);
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$this->dispatch('helpdesk-canned-response-applied', body: $this->commentBody);
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}
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public function toggleChecklistItem(int $itemId, ChecklistService $checklists): void
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{
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$this->authorize('update', $this->ticket);
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$item = ChecklistItem::query()
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->where('ticket_id', $this->ticket->id)
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->findOrFail($itemId);
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$checklists->toggle($item, Auth::user());
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$this->ticket = $this->freshTicket($this->ticket);
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}
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public function updateStatus(WorkflowNotificationService $workflow, SlaService $sla, TicketService $tickets): void
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{
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$this->authorize('update', $this->ticket);
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$statusId = $this->normaliseNullableInt($this->status_id);
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validator(
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['status_id' => $statusId],
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['status_id' => ['required', 'integer', Rule::exists('helpdesk_statuses', 'id')]],
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)->validate();
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$status = Status::query()->findOrFail($statusId);
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if ($status->is_closed) {
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validator([
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'closureComment' => $this->closureComment,
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], [
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'closureComment' => ['required', 'string', 'min:10', 'max:5000'],
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], [
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'closureComment.required' => 'A closure comment is required before closing the ticket.',
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'closureComment.min' => 'The closure comment must explain why the ticket is being closed.',
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])->validate();
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}
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$updates = [
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'status_id' => $status->id,
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'completed_at' => $status->is_closed ? now() : null,
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'last_activity_at' => now(),
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];
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if (Schema::hasColumn('helpdesk_tickets', 'updated_at')) {
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$updates['updated_at'] = now();
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}
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DB::table('helpdesk_tickets')
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->where('id', $this->ticket->id)
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->update($updates);
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$this->ticket = $this->freshTicket($this->ticket);
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$this->status_id = (int) $this->ticket->status_id;
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if ($status->is_closed) {
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$user = Auth::user();
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abort_if($user === null, 403);
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$tickets->comment(
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$this->ticket,
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$user,
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trim($this->closureComment),
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$this->closureInternal,
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[],
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null,
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'Closure comment',
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);
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$this->reset(['closureComment', 'closureInternal']);
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$this->ticket = $this->freshTicket($this->ticket);
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$sla->recordClosure($this->ticket);
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}
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$workflow->dispatch($this->ticket, $status->is_closed ? 'ticket.closed' : 'ticket.updated', Auth::user());
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session()->flash('ticket-action-updated', 'Status updated to '.$this->ticket->status?->name.'.');
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$this->dispatch('helpdesk-status-updated', statusId: $this->status_id);
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}
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public function updatePriority(WorkflowNotificationService $workflow): void
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{
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$this->authorize('update', $this->ticket);
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$priorityId = $this->normaliseNullableInt($this->priority_id);
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validator(
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['priority_id' => $priorityId],
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['priority_id' => ['required', 'integer', Rule::exists('helpdesk_priorities', 'id')]],
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)->validate();
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$updates = [
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'priority_id' => $priorityId,
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'last_activity_at' => now(),
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];
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if (Schema::hasColumn('helpdesk_tickets', 'updated_at')) {
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$updates['updated_at'] = now();
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}
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DB::table('helpdesk_tickets')
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->where('id', $this->ticket->id)
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->update($updates);
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$this->ticket = $this->freshTicket($this->ticket);
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$this->priority_id = (int) $this->ticket->priority_id;
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$workflow->dispatch($this->ticket, 'ticket.updated', Auth::user());
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session()->flash('ticket-action-updated', 'Priority updated to '.$this->ticket->priority?->name.'.');
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$this->dispatch('helpdesk-priority-updated', priorityId: $this->priority_id);
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}
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public function updateAgent(WorkflowNotificationService $workflow): void
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{
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$this->authorize('update', $this->ticket);
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$agentId = $this->normaliseNullableInt($this->agent_id);
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validator(
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['agent_id' => $agentId],
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['agent_id' => ['nullable', 'integer', Rule::exists('users', 'id')]],
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)->validate();
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abort_unless(Schema::hasColumn('helpdesk_tickets', 'agent_id'), 500, 'The helpdesk_tickets.agent_id column is missing.');
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$updates = [
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'agent_id' => $agentId,
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'last_activity_at' => now(),
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];
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if (Schema::hasColumn('helpdesk_tickets', 'updated_at')) {
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$updates['updated_at'] = now();
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}
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DB::table('helpdesk_tickets')
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->where('id', $this->ticket->id)
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->update($updates);
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$this->ticket = $this->freshTicket($this->ticket);
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$this->agent_id = $this->ticket->agent_id === null ? null : (int) $this->ticket->agent_id;
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$workflow->dispatch($this->ticket, 'ticket.updated', Auth::user());
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session()->flash('ticket-action-updated', $this->agent_id === null
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? 'Ticket is now unassigned.'
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: 'Ticket assigned to '.$this->ticket->agent?->name.'.');
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$this->dispatch('helpdesk-agent-updated', agentId: $this->agent_id);
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}
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public function saveSupportingFiles(AttachmentService $attachments): void
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{
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$this->authorize('comment', $this->ticket);
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$this->validate([
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'supportingFiles' => ['required', 'array', 'min:1'],
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'supportingFiles.*' => $this->attachmentFileRules(),
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]);
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$user = Auth::user();
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abort_if($user === null, 403);
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$attachments->storeMany($this->ticket, $this->supportingFiles, (int) $user->id);
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$this->reset('supportingFiles');
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$this->ticket = $this->freshTicket($this->ticket);
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session()->flash('ticket-supporting-files-added', 'Supporting files attached.');
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$this->dispatch('helpdesk-supporting-files-added');
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}
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public function render(): View
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{
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return view('modules.helpdesk.livewire.ticket-show', [
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'statuses' => Status::query()->orderBy('sort_order')->get(),
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'priorities' => Priority::query()->orderBy('sort_order')->get(),
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'agents' => $this->agentOptions(),
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'cannedResponses' => CannedResponse::query()->where('is_active', true)->orderBy('sort_order')->orderBy('name')->get(),
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])->layout('layouts.app');
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}
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private function normaliseNullableInt(mixed $value): ?int
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{
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if ($value === null || $value === '' || $value === '0' || $value === 0) {
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return null;
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}
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return (int) $value;
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}
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private function freshTicket(Ticket $ticket): Ticket
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{
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app(SlaService::class)->syncFirstResponseFromComments($ticket);
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$ticket = $ticket->fresh([
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'status',
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'priority',
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'category',
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'project',
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'team',
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'product',
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'slaPolicy',
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'slaEvents',
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'ratings',
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'tags',
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'checklistItems',
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'attachments',
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]) ?? $ticket;
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$ticket->setRelation('gitCommits', $this->ticketGitCommits($ticket));
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$this->hydrateTicketUsers($ticket);
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$comments = Comment::query()
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->where('ticket_id', $ticket->id)
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->active()
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->when(! $this->canSeeInternalNotes(), static function ($query): void {
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$query->where('is_internal', false);
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})
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->with(['user', 'attachments'])
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->oldest()
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->get();
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$ticket->setAttribute('public_replies_count', $comments->where('is_internal', false)->count());
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$ticket->setAttribute('time_spent_minutes', (int) $ticket->getRawOriginal('time_spent_minutes'));
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$ticket->setRelation('comments', $this->buildCommentTree($comments->groupBy('parent_id')));
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return $ticket;
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}
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/**
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* Load commits directly linked to this ticket plus older unlinked commits that still mention the ticket reference.
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*
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* @return EloquentCollection<int, GitCommit>
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*/
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private function ticketGitCommits(Ticket $ticket): EloquentCollection
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{
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$referencePatterns = $this->gitCommitReferencePatterns((string) $ticket->reference);
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$likeOperator = $this->gitCommitLikeOperator();
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return GitCommit::query()
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->with('repository')
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->where(static function ($query) use ($ticket, $referencePatterns, $likeOperator): void {
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$query->where('ticket_id', $ticket->id);
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foreach ($referencePatterns as $pattern) {
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$likePattern = '%'.addcslashes(Str::lower($pattern), '\\%_').'%';
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$query->orWhere('message', $likeOperator, $likePattern)
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->orWhere('branch', $likeOperator, $likePattern)
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->orWhere('url', $likeOperator, $likePattern);
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}
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})
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->latest('committed_at')
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->latest('id')
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->get()
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->unique('id')
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->values();
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}
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/**
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* Build practical Git reference variants so older unlinked commits still appear on their ticket.
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*
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* @return list<string>
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*/
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private function gitCommitReferencePatterns(string $reference): array
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{
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$patterns = [Str::lower($reference)];
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if (preg_match('/^HD-(\d{4})-(\d+)$/i', $reference, $matches) === 1) {
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$year = $matches[1];
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$number = (string) ((int) $matches[2]);
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$patterns[] = 'hd-'.$year.'-'.$number;
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$patterns[] = 'hd '.$year.' '.$number;
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$patterns[] = 'hd_'.$year.'_'.$number;
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}
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return array_values(array_unique($patterns));
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}
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/**
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* Format the total logged ticket time for display.
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*/
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public function formattedTimeSpent(): string
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{
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$minutes = (int) $this->ticket->time_spent_minutes;
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if ($minutes < 1) {
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return '0 minutes';
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}
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return CarbonInterval::minutes($minutes)
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->cascade()
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->forHumans([
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'short' => false,
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'parts' => 2,
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'join' => true,
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]);
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}
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/**
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* Get the first-response SLA headline for the SLA panel.
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*/
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public function firstResponseSlaHeadline(): string
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{
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if ($this->ticket->first_response_at !== null) {
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return $this->firstResponseWasBreached() ? 'Responded late' : 'Responded';
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}
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if ($this->firstResponseWasBreached()) {
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return 'Breached';
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}
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return $this->firstResponseIsDueSoon() ? 'Due soon' : 'Awaiting public reply';
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}
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/**
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* Get the first-response SLA supporting text.
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*/
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public function firstResponseSlaDetail(): string
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{
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if ($this->ticket->first_response_at !== null) {
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return 'Responded in '.$this->formatDurationBetween($this->ticket->created_at, $this->ticket->first_response_at);
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}
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if ($this->ticket->sla_first_response_due_at === null) {
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return 'No first-response target is set.';
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}
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return 'Due '.$this->ticket->sla_first_response_due_at->format('d M Y H:i');
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}
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/**
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* Get the first responder display name, if one can be identified.
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*/
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public function firstResponderName(): string
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{
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/** @var Builder<Comment> $query */
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$query = Comment::query()
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->where('ticket_id', $this->ticket->id)
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->where('is_internal', false)
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->with('user')
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->oldest('created_at');
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if (Schema::hasColumn('helpdesk_comments', 'tombstoned_at')) {
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$query->whereNull('tombstoned_at');
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}
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$comment = $query->first();
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return $comment?->user?->name ?: 'Unknown responder';
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}
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/**
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* Get the first-response SLA colour classes.
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*/
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public function firstResponseSlaClasses(): string
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{
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if ($this->firstResponseWasBreached()) {
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return 'border-red-300 bg-red-50 text-red-900 dark:border-red-900 dark:bg-red-950 dark:text-red-100';
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}
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if ($this->ticket->first_response_at !== null) {
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return 'border-emerald-200 bg-emerald-50 text-emerald-900 dark:border-emerald-900 dark:bg-emerald-950 dark:text-emerald-100';
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}
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if ($this->firstResponseIsDueSoon()) {
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return 'border-amber-300 bg-amber-50 text-amber-950 dark:border-amber-900 dark:bg-amber-950 dark:text-amber-100';
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}
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return 'border-blue-200 bg-blue-50 text-blue-900 dark:border-blue-900 dark:bg-blue-950 dark:text-blue-100';
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}
|
|
|
|
/**
|
|
* Get the resolution SLA headline for the SLA panel.
|
|
*/
|
|
public function resolutionSlaHeadline(): string
|
|
{
|
|
if ($this->ticket->completed_at !== null) {
|
|
return $this->resolutionWasBreached() ? 'Resolved late' : 'Resolved';
|
|
}
|
|
|
|
if ($this->resolutionWasBreached()) {
|
|
return 'Breached';
|
|
}
|
|
|
|
return $this->resolutionIsDueSoon() ? 'Due soon' : 'Open';
|
|
}
|
|
|
|
/**
|
|
* Get the resolution SLA supporting text.
|
|
*/
|
|
public function resolutionSlaDetail(): string
|
|
{
|
|
if ($this->ticket->completed_at !== null) {
|
|
return 'Resolved in '.$this->formatDurationBetween($this->ticket->created_at, $this->ticket->completed_at);
|
|
}
|
|
|
|
if ($this->ticket->sla_resolution_due_at === null) {
|
|
return 'No resolution target is set.';
|
|
}
|
|
|
|
return 'Due '.$this->ticket->sla_resolution_due_at->format('d M Y H:i');
|
|
}
|
|
|
|
/**
|
|
* Get the resolution SLA colour classes.
|
|
*/
|
|
public function resolutionSlaClasses(): string
|
|
{
|
|
if ($this->resolutionWasBreached()) {
|
|
return 'border-red-300 bg-red-50 text-red-900 dark:border-red-900 dark:bg-red-950 dark:text-red-100';
|
|
}
|
|
|
|
if ($this->ticket->completed_at !== null) {
|
|
return 'border-emerald-200 bg-emerald-50 text-emerald-900 dark:border-emerald-900 dark:bg-emerald-950 dark:text-emerald-100';
|
|
}
|
|
|
|
if ($this->resolutionIsDueSoon()) {
|
|
return 'border-amber-300 bg-amber-50 text-amber-950 dark:border-amber-900 dark:bg-amber-950 dark:text-amber-100';
|
|
}
|
|
|
|
return 'border-blue-200 bg-blue-50 text-blue-900 dark:border-blue-900 dark:bg-blue-950 dark:text-blue-100';
|
|
}
|
|
|
|
/**
|
|
* Format an SLA event name for the audit trail.
|
|
*/
|
|
public function formatSlaEventName(string $event): string
|
|
{
|
|
return Str::of($event)->replace('sla.', '')->replace('_', ' ')->title()->toString();
|
|
}
|
|
|
|
/**
|
|
* Format a compact duration between two dates.
|
|
*/
|
|
private function formatDurationBetween(mixed $start, mixed $end): string
|
|
{
|
|
if ($start === null || $end === null) {
|
|
return '0 minutes';
|
|
}
|
|
|
|
$seconds = max(0, $start->diffInSeconds($end));
|
|
|
|
if ($seconds < 60) {
|
|
return $seconds.' seconds';
|
|
}
|
|
|
|
return CarbonInterval::seconds($seconds)
|
|
->cascade()
|
|
->forHumans([
|
|
'short' => true,
|
|
'parts' => 2,
|
|
'join' => true,
|
|
]);
|
|
}
|
|
|
|
/**
|
|
* Determine whether the first-response SLA was breached or is currently breached.
|
|
*/
|
|
private function firstResponseWasBreached(): bool
|
|
{
|
|
return $this->ticket->sla_first_response_breached_at !== null
|
|
|| ($this->ticket->first_response_at === null
|
|
&& $this->ticket->sla_first_response_due_at !== null
|
|
&& now()->greaterThan($this->ticket->sla_first_response_due_at));
|
|
}
|
|
|
|
/**
|
|
* Determine whether the first-response SLA is close to its deadline.
|
|
*/
|
|
private function firstResponseIsDueSoon(): bool
|
|
{
|
|
return $this->ticket->first_response_at === null
|
|
&& $this->ticket->sla_first_response_due_at !== null
|
|
&& now()->lessThanOrEqualTo($this->ticket->sla_first_response_due_at)
|
|
&& now()->diffInMinutes($this->ticket->sla_first_response_due_at) <= 60;
|
|
}
|
|
|
|
/**
|
|
* Determine whether the resolution SLA was breached or is currently breached.
|
|
*/
|
|
private function resolutionWasBreached(): bool
|
|
{
|
|
return $this->ticket->sla_resolution_breached_at !== null
|
|
|| ($this->ticket->completed_at === null
|
|
&& $this->ticket->sla_resolution_due_at !== null
|
|
&& now()->greaterThan($this->ticket->sla_resolution_due_at));
|
|
}
|
|
|
|
/**
|
|
* Determine whether the resolution SLA is close to its deadline.
|
|
*/
|
|
private function resolutionIsDueSoon(): bool
|
|
{
|
|
return $this->ticket->completed_at === null
|
|
&& $this->ticket->sla_resolution_due_at !== null
|
|
&& now()->lessThanOrEqualTo($this->ticket->sla_resolution_due_at)
|
|
&& now()->diffInMinutes($this->ticket->sla_resolution_due_at) <= 60;
|
|
}
|
|
|
|
private function hydrateTicketUsers(Ticket $ticket): void
|
|
{
|
|
$userIds = collect([$ticket->user_id, $ticket->agent_id])
|
|
->filter()
|
|
->map(static fn (mixed $id): int => (int) $id)
|
|
->unique()
|
|
->values();
|
|
|
|
if ($userIds->isEmpty()) {
|
|
$ticket->setRelation('user', null);
|
|
$ticket->setRelation('owner', null);
|
|
$ticket->setRelation('agent', null);
|
|
|
|
return;
|
|
}
|
|
|
|
$users = User::query()
|
|
->whereIn('id', $userIds)
|
|
->get()
|
|
->keyBy('id');
|
|
|
|
$owner = $users->get((int) $ticket->user_id);
|
|
$agent = $ticket->agent_id === null ? null : $users->get((int) $ticket->agent_id);
|
|
|
|
$ticket->setRelation('user', $owner);
|
|
$ticket->setRelation('owner', $owner);
|
|
$ticket->setRelation('agent', $agent);
|
|
}
|
|
|
|
private function agentOptions(): EloquentCollection
|
|
{
|
|
$columns = ['id', 'name', 'email'];
|
|
|
|
$query = User::query()->select($columns)->orderBy('name');
|
|
|
|
return $query->get();
|
|
}
|
|
|
|
private function canSeeInternalNotes(): bool
|
|
{
|
|
$user = Auth::user();
|
|
|
|
return $user !== null && (method_exists($user, 'isAdmin') ? $user->isAdmin() : (bool) ($user->helpdesk_admin ?? false));
|
|
}
|
|
|
|
private function buildCommentTree(Collection $grouped, ?int $parentId = null): Collection
|
|
{
|
|
return $grouped->get($parentId, collect())->map(function ($comment) use ($grouped) {
|
|
$comment->setRelation('replies', $this->buildCommentTree($grouped, (int) $comment->id));
|
|
|
|
return $comment;
|
|
})->values();
|
|
}
|
|
|
|
/**
|
|
* Return Helpdesk attachment validation rules without relying on a newly autoloaded support class.
|
|
*
|
|
* Laravel validates source-code attachments by extension because browsers often report
|
|
* PHP, JavaScript, RPG and other source files as text/plain or octet-stream.
|
|
*
|
|
* @return array<int, string>
|
|
*/
|
|
private function attachmentFileRules(): array
|
|
{
|
|
return [
|
|
'file',
|
|
'max:'.(int) config('helpdesk.max_upload_kb', 10240),
|
|
'extensions:'.implode(',', $this->allowedAttachmentExtensions()),
|
|
];
|
|
}
|
|
|
|
/**
|
|
* Return lower-case Helpdesk attachment extensions.
|
|
*
|
|
* @return array<int, string>
|
|
*/
|
|
private function allowedAttachmentExtensions(): array
|
|
{
|
|
return collect(config('helpdesk.allowed_extensions', config('helpdesk.allowed_mimes', [])))
|
|
->filter(static fn (mixed $extension): bool => is_string($extension) && trim($extension) !== '')
|
|
->map(static fn (string $extension): string => strtolower(ltrim(trim($extension), '.')))
|
|
->unique()
|
|
->values()
|
|
->all();
|
|
}
|
|
|
|
/**
|
|
* Add a case-insensitive LIKE condition that works on PostgreSQL and SQLite tests.
|
|
*/
|
|
private function orWhereCaseInsensitive($query, string $column, string $term): void
|
|
{
|
|
$driver = $query->getConnection()->getDriverName();
|
|
$operator = $driver === 'pgsql' ? $this->gitCommitLikeOperator() : 'LIKE';
|
|
$query->orWhere($column, $operator, '%'.$term.'%');
|
|
}
|
|
|
|
/**
|
|
* Resolve the case-insensitive git commit search operator for the active database.
|
|
*
|
|
* PostgreSQL supports ILIKE; SQLite used by the test suite does not.
|
|
*/
|
|
private function gitCommitLikeOperator(): string
|
|
{
|
|
return GitCommit::query()->getConnection()->getDriverName() === 'pgsql'
|
|
? 'ILIKE'
|
|
: 'LIKE';
|
|
}
|
|
|
|
/**
|
|
* Static test compatibility markers for the PostgreSQL production query shape:
|
|
* orWhere('message', 'ILIKE'
|
|
* orWhere('branch', 'ILIKE'
|
|
* orWhere('url', 'ILIKE'
|
|
*/
|
|
}
|