268 lines
12 KiB
PHP
268 lines
12 KiB
PHP
<?php
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declare(strict_types=1);
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namespace Modules\Helpdesk\Database\Seeders;
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use Illuminate\Database\Seeder;
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use Illuminate\Support\Facades\Schema;
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use Illuminate\Support\Str;
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use Modules\Helpdesk\Models\CannedResponse;
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use Modules\Helpdesk\Models\Category;
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use Modules\Helpdesk\Models\ChecklistTemplate;
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use Modules\Helpdesk\Models\KanbanBoard;
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use Modules\Helpdesk\Models\Priority;
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use Modules\Helpdesk\Models\Product;
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use Modules\Helpdesk\Models\Project;
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use Modules\Helpdesk\Models\SlaPolicy;
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use Modules\Helpdesk\Models\Status;
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use Modules\Helpdesk\Models\Tag;
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use Modules\Helpdesk\Models\Team;
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use Modules\Helpdesk\Models\WorkflowTemplate;
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final class HelpdeskDatabaseSeeder extends Seeder
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{
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/**
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* Seed the Helpdesk module lookup data and default workflow templates.
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*/
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public function run(): void
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{
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$this->seedStatuses();
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$this->seedPriorities();
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$this->seedCategories();
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$this->seedTeamsAndProjects();
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$this->seedKanbanBoards();
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$this->seedWorkflowTemplates();
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$this->seedRedmineInspiredDefaults();
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}
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/**
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* Seed ticket workflow statuses.
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*/
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private function seedStatuses(): void
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{
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Status::query()->where('is_default', true)->update(['is_default' => false]);
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foreach ([
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['name' => 'New', 'slug' => 'new', 'color' => 'blue', 'sort_order' => 5, 'is_closed' => false, 'is_default' => true],
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['name' => 'Open', 'slug' => 'open', 'color' => 'green', 'sort_order' => 10, 'is_closed' => false, 'is_default' => false],
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['name' => 'In Progress', 'slug' => 'in-progress', 'color' => 'indigo', 'sort_order' => 20, 'is_closed' => false, 'is_default' => false],
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['name' => 'Waiting Customer', 'slug' => 'waiting-customer', 'color' => 'amber', 'sort_order' => 30, 'is_closed' => false, 'is_default' => false],
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['name' => 'Waiting Third Party', 'slug' => 'waiting-third-party', 'color' => 'purple', 'sort_order' => 40, 'is_closed' => false, 'is_default' => false],
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['name' => 'Resolved', 'slug' => 'resolved', 'color' => 'green', 'sort_order' => 80, 'is_closed' => true, 'is_default' => false],
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['name' => 'Closed', 'slug' => 'closed', 'color' => 'gray', 'sort_order' => 90, 'is_closed' => true, 'is_default' => false],
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['name' => 'Cancelled', 'slug' => 'cancelled', 'color' => 'red', 'sort_order' => 100, 'is_closed' => true, 'is_default' => false],
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] as $row) {
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Status::query()->updateOrCreate(['slug' => $row['slug']], $row);
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}
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}
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/**
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* Seed ticket priorities.
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*/
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private function seedPriorities(): void
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{
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Priority::query()->where('is_default', true)->update(['is_default' => false]);
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foreach ([
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['name' => 'Low', 'slug' => 'low', 'color' => 'gray', 'sort_order' => 10, 'is_default' => false],
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['name' => 'Normal', 'slug' => 'normal', 'color' => 'blue', 'sort_order' => 20, 'is_default' => true],
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['name' => 'High', 'slug' => 'high', 'color' => 'amber', 'sort_order' => 30, 'is_default' => false],
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['name' => 'Urgent', 'slug' => 'urgent', 'color' => 'red', 'sort_order' => 40, 'is_default' => false],
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['name' => 'Critical', 'slug' => 'critical', 'color' => 'red', 'sort_order' => 50, 'is_default' => false],
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] as $row) {
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Priority::query()->updateOrCreate(['slug' => $row['slug']], $row);
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}
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}
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/**
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* Seed ticket categories.
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*/
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private function seedCategories(): void
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{
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Category::query()
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->where('is_default', true)
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->update(['is_default' => false]);
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foreach ([
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['name' => 'Development', 'color' => 'indigo', 'description' => 'Software changes, enhancements and development work.', 'is_default' => true],
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['name' => 'Systems Deployment', 'color' => 'blue', 'description' => 'Deployment, release, infrastructure and environment requests.', 'is_default' => false],
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['name' => 'Concepts', 'color' => 'purple', 'description' => 'Ideas, concepts, design discussion and future improvements.', 'is_default' => false],
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['name' => 'Bug', 'color' => 'red', 'description' => 'Defects, regressions and incorrect behaviour.', 'is_default' => false],
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] as $row) {
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Category::query()->updateOrCreate(
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['slug' => Str::slug($row['name'])],
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$row + ['slug' => Str::slug($row['name'])],
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);
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}
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}
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/**
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* Seed the default support team and a default project.
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*/
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private function seedTeamsAndProjects(): void
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{
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Team::query()
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->where('is_default', true)
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->update(['is_default' => false]);
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Project::query()
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->where('is_default', true)
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->update(['is_default' => false]);
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$team = Team::query()->updateOrCreate(
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['slug' => 'support'],
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[
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'name' => 'Support',
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'slug' => 'support',
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'color' => 'blue',
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'description' => 'Default support team for triage, ownership and ticket routing.',
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'is_default' => true,
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],
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);
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Project::query()->updateOrCreate(
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['slug' => 'support-desk'],
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[
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'team_id' => $team->id,
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'title' => 'Support Desk',
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'slug' => 'support-desk',
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'color' => 'indigo',
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'description' => 'Default project for operational helpdesk tickets.',
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'is_default' => true,
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],
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);
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}
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/**
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* Seed the default configurable Kanban board.
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*/
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private function seedKanbanBoards(): void
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{
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KanbanBoard::query()->where('is_default', true)->update(['is_default' => false]);
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$board = KanbanBoard::query()->updateOrCreate(
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['slug' => 'standard-support'],
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[
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'name' => 'Standard Support',
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'slug' => 'standard-support',
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'description' => 'Default Helpdesk workflow board covering new work through closure.',
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'is_default' => true,
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'sort_order' => 1,
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],
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);
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$statuses = Status::query()
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->whereIn('slug', ['new', 'open', 'in-progress', 'stalled', 'on-hold', 'closed'])
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->orderBy('sort_order')
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->get();
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$sync = [];
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foreach ($statuses as $index => $status) {
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$sync[$status->id] = ['sort_order' => ($index + 1) * 10];
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}
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$board->statuses()->syncWithoutDetaching($sync);
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}
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/**
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* Seed default professional workflow email templates.
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*/
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private function seedWorkflowTemplates(): void
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{
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foreach ([
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['name' => 'Ticket raised requester notice', 'event' => 'ticket.created', 'subject' => 'Ticket {{ ticket.reference }} has been raised', 'html_body' => '<p>Hello {{ requester.name }},</p><p>Your ticket <strong>{{ ticket.reference }}</strong> has been raised successfully.</p><p><strong>Subject:</strong> {{ ticket.subject }}</p><p><strong>Priority:</strong> {{ ticket.priority }}</p>', 'to_role' => 'requester'],
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['name' => 'Ticket updated requester notice', 'event' => 'ticket.updated', 'subject' => 'Ticket {{ ticket.reference }} has been updated', 'html_body' => '<p>Hello {{ requester.name }},</p><p>Your ticket <strong>{{ ticket.reference }}</strong> has been updated.</p><p><strong>Status:</strong> {{ ticket.status }}</p><p><strong>Priority:</strong> {{ ticket.priority }}</p>', 'to_role' => 'requester'],
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['name' => 'Ticket response requester notice', 'event' => 'ticket.commented', 'subject' => 'New response on ticket {{ ticket.reference }}', 'html_body' => '<p>Hello {{ requester.name }},</p><p>A new response has been added to <strong>{{ ticket.reference }}</strong>.</p><p><strong>Subject:</strong> {{ ticket.subject }}</p>', 'to_role' => 'requester'],
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['name' => 'Ticket closed requester notice', 'event' => 'ticket.closed', 'subject' => 'Ticket {{ ticket.reference }} has been closed', 'html_body' => '<p>Hello {{ requester.name }},</p><p>Your ticket <strong>{{ ticket.reference }}</strong> has been closed.</p><p>Thank you for using the support desk.</p>', 'to_role' => 'requester'],
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] as $template) {
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WorkflowTemplate::query()->updateOrCreate(
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['name' => $template['name'], 'event' => $template['event']],
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$template + ['text_body' => null, 'cc' => null, 'bcc' => null, 'is_active' => true],
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);
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}
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}
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/**
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* Seed RedmineUP-inspired professional helpdesk defaults.
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*/
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private function seedRedmineInspiredDefaults(): void
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{
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$medium = Priority::query()->where('slug', 'medium')->first();
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$bug = Category::query()->where('slug', 'bug')->first();
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SlaPolicy::query()->updateOrCreate(
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['slug' => 'standard-support-sla'],
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[
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'priority_id' => $medium?->id,
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'category_id' => null,
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'name' => 'Standard Support SLA',
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'slug' => 'standard-support-sla',
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'first_response_minutes' => 240,
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'resolution_minutes' => 2880,
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'business_hours_only' => false,
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'is_default' => true,
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'is_active' => true,
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],
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);
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CannedResponse::query()->updateOrCreate(
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['slug' => 'professional-acknowledgement'],
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[
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'category_id' => null,
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'team_id' => null,
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'name' => 'Professional acknowledgement',
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'slug' => 'professional-acknowledgement',
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'visibility' => 'agents',
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'subject' => null,
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'body' => '<p>Hello {{ requester.name }},</p><p>Thank you for the update on {{ ticket.reference }}. I am reviewing this now and will come back with the next action shortly.</p><p>Regards,<br>{{ agent.name }}</p>',
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'is_active' => true,
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'sort_order' => 10,
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],
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);
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ChecklistTemplate::query()->updateOrCreate(
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['slug' => 'bug-triage-checklist'],
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[
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'category_id' => $bug?->id,
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'project_id' => null,
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'name' => 'Bug triage checklist',
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'slug' => 'bug-triage-checklist',
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'items' => ['Confirm reproduction steps', 'Check recent deployment/build', 'Identify affected account', 'Record fix or workaround'],
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'is_active' => true,
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],
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);
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foreach ([
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['name' => 'Escalated', 'slug' => 'escalated', 'color' => 'red'],
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['name' => 'Waiting on customer', 'slug' => 'waiting-on-customer', 'color' => 'amber'],
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] as $tag) {
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Tag::query()->updateOrCreate(
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['slug' => $tag['slug']],
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$tag + [],
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);
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}
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if (Schema::hasColumn('helpdesk_tags', 'is_default')) {
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Tag::query()
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->where('is_default', true)
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->update(['is_default' => false]);
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}
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Product::query()->updateOrCreate(
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['slug' => 'thredary'],
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[
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'name' => 'Thredary',
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'slug' => 'thredary',
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'type' => 'service',
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'version' => null,
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'release_channel' => 'core',
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'description' => 'Default service record for Thredary platform support tickets.',
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'is_active' => true,
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],
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);
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}
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}
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