Helpddesk/Modules/Helpdesk/Models/Ticket.php

<?php

declare(strict_types=1);

namespace Modules\Helpdesk\Models;

use App\Models\User;
use Illuminate\Database\Eloquent\Builder;
use Illuminate\Database\Eloquent\Factories\HasFactory;
use Illuminate\Database\Eloquent\Model;
use Illuminate\Database\Eloquent\Relations\BelongsTo;
use Illuminate\Database\Eloquent\Relations\BelongsToMany;
use Illuminate\Database\Eloquent\Relations\HasMany;
use Illuminate\Database\Eloquent\SoftDeletes;
use Modules\Helpdesk\Database\Factories\TicketFactory;

/**
 * @property int $id
 * @property string $reference
 * @property string $subject
 * @property string $body
 */
final class Ticket extends Model
{
    use HasFactory;
    use SoftDeletes;

    protected $table = 'helpdesk_tickets';

    protected $with = ['user'];

    /** @var list<string> */
    protected $fillable = [
        'reference', 'user_id', 'agent_id', 'status_id', 'board_id', 'priority_id', 'category_id', 'project_id', 'team_id',
        'subject', 'body', 'due_at', 'completed_at', 'last_activity_at', 'archived_at',
        'sla_policy_id', 'product_id', 'first_response_at', 'sla_first_response_due_at', 'sla_resolution_due_at',
        'sla_first_response_breached_at', 'sla_resolution_breached_at', 'public_replies_count', 'time_spent_minutes',
    ];

    /** @var array<string, string> */
    protected $casts = [
        'team_id' => 'integer',
        'board_id' => 'integer',
        'due_at' => 'datetime',
        'completed_at' => 'datetime',
        'last_activity_at' => 'datetime',
        'archived_at' => 'datetime',
        'sla_policy_id' => 'integer',
        'product_id' => 'integer',
        'first_response_at' => 'datetime',
        'sla_first_response_due_at' => 'datetime',
        'sla_resolution_due_at' => 'datetime',
        'sla_first_response_breached_at' => 'datetime',
        'sla_resolution_breached_at' => 'datetime',
        'public_replies_count' => 'integer',
        'time_spent_minutes' => 'integer',
    ];

    /** @return BelongsTo<User, Ticket> */
    public function user(): BelongsTo
    {
        return $this->belongsTo(User::class, 'user_id');
    }

    /**
     * Compatibility alias for the requester.
     *
     * This is deliberately an accessor, not another BelongsTo relation.
     * `owner()` and `user()` previously pointed to the same users.user_id
     * relation and caused duplicate User relationship queries.
     */
    public function getOwnerAttribute(): ?User
    {
        return $this->user;
    }

    public function tickets(): Ticket|HasMany
    {
        return $this->hasMany(Ticket::class, 'ticket_id');
    }

    /** @return BelongsTo<User, Ticket> */
    public function agent(): BelongsTo
    {
        return $this->belongsTo(User::class, 'agent_id');
    }

    /** @return BelongsTo<Status, Ticket> */
    public function status(): BelongsTo
    {
        return $this->belongsTo(Status::class, 'status_id');
    }

    /** @return BelongsTo<KanbanBoard, Ticket> */
    public function board(): BelongsTo
    {
        return $this->belongsTo(KanbanBoard::class, 'board_id');
    }

    /** @return BelongsTo<Priority, Ticket> */
    public function priority(): BelongsTo
    {
        return $this->belongsTo(Priority::class, 'priority_id');
    }

    /** @return BelongsTo<Category, Ticket> */
    public function category(): BelongsTo
    {
        return $this->belongsTo(Category::class, 'category_id');
    }

    /** @return BelongsTo<Project, Ticket> */
    public function project(): BelongsTo
    {
        return $this->belongsTo(Project::class, 'project_id');
    }

    /** @return BelongsTo<Team, Ticket> */
    public function team(): BelongsTo
    {
        return $this->belongsTo(Team::class, 'team_id');
    }

    /** @return HasMany<Comment> */
    public function comments(): HasMany
    {
        return $this->hasMany(Comment::class, 'ticket_id')
            ->whereNull('parent_id')
            ->oldest();
    }

    /** @return BelongsTo<SlaPolicy, Ticket> */
    public function slaPolicy(): BelongsTo
    {
        return $this->belongsTo(SlaPolicy::class, 'sla_policy_id');
    }

    /** @return BelongsTo<Product, Ticket> */
    public function product(): BelongsTo
    {
        return $this->belongsTo(Product::class, 'product_id');
    }

    /** @return HasMany<TicketSlaEvent> */
    public function slaEvents(): HasMany
    {
        return $this->hasMany(TicketSlaEvent::class, 'ticket_id')->latest();
    }

    /** @return HasMany<TicketRating> */
    public function ratings(): HasMany
    {
        return $this->hasMany(TicketRating::class, 'ticket_id')->latest();
    }

    /** @return HasMany<ChecklistItem> */
    public function checklistItems(): HasMany
    {
        return $this->hasMany(ChecklistItem::class, 'ticket_id')->orderBy('sort_order')->orderBy('id');
    }

    /** @return BelongsToMany<Tag> */
    public function tags(): BelongsToMany
    {
        return $this->belongsToMany(Tag::class, 'helpdesk_ticket_tag', 'ticket_id', 'tag_id');
    }

    public function getSlaFirstResponseBreachedAttribute(): bool
    {
        return $this->first_response_at === null
            && $this->sla_first_response_due_at !== null
            && now()->greaterThan($this->sla_first_response_due_at);
    }

    public function getSlaResolutionBreachedAttribute(): bool
    {
        return $this->completed_at === null
            && $this->sla_resolution_due_at !== null
            && now()->greaterThan($this->sla_resolution_due_at);
    }

    /** @return HasMany<GitCommit> */
    public function gitCommits(): HasMany
    {
        return $this->hasMany(GitCommit::class, 'ticket_id')->latest('committed_at');
    }

    /** @return HasMany<Attachment> */
    public function attachments(): HasMany
    {
        return $this->hasMany(Attachment::class, 'ticket_id')->latest();
    }

    /** @param Builder<Ticket> $query @return Builder<Ticket> */
    public function scopeOpen(Builder $query): Builder
    {
        return $query->whereNull('completed_at');
    }

    /** @param Builder<Ticket> $query @return Builder<Ticket> */
    public function scopeVisibleTo(Builder $query, User $user): Builder
    {
        if ($user->isAdmin() || (bool) ($user->helpdesk_admin ?? false)) {
            return $query;
        }

        if ((method_exists($user, 'isHelpdeskAgent') && $user->isHelpdeskAgent()) || (bool) ($user->helpdesk_agent ?? false)) {
            return $query->where(static function (Builder $subQuery) use ($user): void {
                $subQuery->where('agent_id', $user->id)->orWhere('user_id', $user->id);
            });
        }

        return $query->where('user_id', $user->id);
    }

    /**
     * Create a new factory instance for the model.
     */
    protected static function newFactory(): TicketFactory
    {
        return TicketFactory::new();
    }
}