Helpddesk/Modules/Helpdesk/Services/TicketService.php

<?php

declare(strict_types=1);

namespace Modules\Helpdesk\Services;

use App\Models\User;
use Illuminate\Database\QueryException;
use Illuminate\Http\UploadedFile;
use Illuminate\Support\Facades\DB;
use Illuminate\Support\Facades\Schema;
use Illuminate\Support\Str;
use Modules\Helpdesk\Models\Comment;
use Modules\Helpdesk\Models\KanbanBoard;
use Modules\Helpdesk\Models\Status;
use Modules\Helpdesk\Models\Ticket;

final class TicketService
{
    public function __construct(
        private readonly TicketReferenceService $references,
        private readonly AgentAssignmentService $assignment,
        private readonly AttachmentService $attachments,
        private readonly WorkflowNotificationService $workflow,
        private readonly AutomationRuleService $automation,
        private readonly SlaService $sla,
        private readonly ChecklistService $checklists,
    ) {}

    /**
     * Create a ticket and store initial attachments.
     *
     * @param  array<string, mixed>  $data
     * @param  array<int, UploadedFile>  $files
     */
    public function create(User $user, array $data, array $files = []): Ticket
    {
        for ($attempt = 1; $attempt <= 5; $attempt++) {
            try {
                return DB::transaction(fn (): Ticket => $this->createInsideTransaction($user, $data, $files));
            } catch (QueryException $exception) {
                if (! $this->isReferenceCollision($exception) || $attempt === 5) {
                    throw $exception;
                }
            }
        }

        throw new \RuntimeException('Unable to create a unique Helpdesk ticket reference.');
    }

    /**
     * Create the ticket while the caller owns the database transaction.
     *
     * @param  array<string, mixed>  $data
     * @param  array<int, UploadedFile>  $files
     */
    private function createInsideTransaction(User $user, array $data, array $files = []): Ticket
    {
        $defaultStatusSlug = (string) config('helpdesk.default_status_slug', 'new');
        $status = Schema::hasTable('helpdesk_statuses') && Schema::hasColumn('helpdesk_statuses', 'is_default')
            ? Status::query()->where('is_default', true)->orderBy('sort_order')->first()
            : null;

        if (! $status) {
            $status = Status::query()->where('slug', $defaultStatusSlug)->first();
        }

        if (! $status) {
            $status = Status::query()->create([
                'name' => 'New',
                'slug' => $defaultStatusSlug,
                'color' => 'sky',
                'sort_order' => 1,
                'is_closed' => false,
            ]);
        }

        $boardId = $data['board_id'] ?? null;
        if (blank($boardId) && Schema::hasTable('helpdesk_kanban_boards')) {
            $boardId = KanbanBoard::query()
                ->where('is_default', true)
                ->orderBy('sort_order')
                ->value('id') ?: KanbanBoard::query()->orderBy('sort_order')->value('id');
        }

        /** @var Ticket $ticket */
        $ticket = Ticket::query()->create([
            'reference' => $this->references->next(),
            'user_id' => $user->id,
            'agent_id' => $this->assignment->selectAgentId($data['category_id'] ?? null),
            'status_id' => $status->id,
            'board_id' => $boardId,
            'priority_id' => $data['priority_id'],
            'category_id' => $data['category_id'] ?? null,
            'project_id' => $data['project_id'] ?? null,
            'product_id' => $data['product_id'] ?? null,
            'team_id' => $data['team_id'] ?? null,
            'subject' => $data['subject'],
            'body' => $data['body'],
            'due_at' => $data['due_at'] ?? null,
            'last_activity_at' => now(),
        ]);

        if (! empty($data['tag_ids']) && is_array($data['tag_ids'])) {
            $ticket->tags()->sync(array_values(array_unique(array_map('intval', $data['tag_ids']))));
        }

        $ticket = $this->automation->apply($ticket, $data);
        $ticket = $this->sla->applyPolicy($ticket);
        $this->checklists->applyTemplates($ticket);
        $this->attachments->storeMany($ticket, $files, (int) $user->id);

        $ticket = $ticket->fresh(['status', 'priority', 'category', 'project', 'team', 'product', 'tags', 'attachments', 'checklistItems']) ?? $ticket;
        $this->workflow->dispatch($ticket, 'ticket.created', $user);

        return $ticket;
    }

    /**
     * Determine whether a database error was caused by the ticket reference unique index.
     */
    private function isReferenceCollision(QueryException $exception): bool
    {
        $message = $exception->getMessage();

        return str_contains($message, 'helpdesk_tickets_reference_unique')
            || str_contains($message, 'Duplicate entry') && str_contains($message, 'reference')
            || str_contains($message, 'UNIQUE constraint failed') && str_contains($message, 'helpdesk_tickets.reference');
    }

    /**
     * Add a public or internal comment and optional attachments.
     *
     * @param  array<int, UploadedFile>  $files
     */
    public function comment(Ticket $ticket, User $user, string $body, bool $internal = false, array $files = [], ?int $parentId = null, ?string $subject = null): Comment
    {
        return DB::transaction(function () use ($ticket, $user, $body, $internal, $files, $parentId, $subject): Comment {
            $parent = $parentId === null
                ? null
                : Comment::query()
                    ->where('ticket_id', $ticket->id)
                    ->findOrFail($parentId);

            $guid = (string) Str::uuid();
            $unid = strtoupper(hash('sha256', $guid.'|'.$ticket->id.'|'.microtime(true)));
            $parentUnid = $parent?->unid;
            $rootUnid = $parent?->root_unid ?: $parentUnid ?: $unid;
            $plainTextBody = trim(preg_replace('/\s+/', ' ', strip_tags($body)) ?: '');

            $payload = [
                'parent_id' => $parentId,
                'user_id' => $user->id,
                'body' => $body,
                'body_text' => $plainTextBody,
                'is_internal' => $internal,
                'guid' => $guid,
                'unid' => $unid,
                'parent_unid' => $parentUnid,
                'root_unid' => $rootUnid,
                'originator_id' => $unid.':1',
                'sync_sequence' => 1,
                'sync_hash' => hash('sha256', $body),
                'source_system' => 'thredary-helpdesk',
            ];

            if (Schema::hasColumn('helpdesk_comments', 'subject')) {
                $payload['subject'] = trim((string) ($subject ?: ($parentId === null ? 'Response' : 'RE: Response')));
            }

            /** @var Comment $comment */
            $comment = $ticket->comments()->create($payload);

            $ticket->forceFill(['last_activity_at' => now()])->save();
            if (! $internal) {
                $this->sla->recordPublicResponse($ticket, $user);
            }
            $this->attachments->storeMany($ticket, $files, (int) $user->id, $comment);
            $this->workflow->dispatch($ticket->fresh(['status', 'priority', 'category', 'project', 'team']) ?? $ticket, $parentId === null ? 'ticket.commented' : 'ticket.reply_created', $user);

            return $comment->fresh(['user', 'attachments']) ?? $comment;
        });
    }

    /**
     * Close a ticket.
     */
    public function close(Ticket $ticket, User $user): Ticket
    {
        $status = Status::query()->where('slug', config('helpdesk.closed_status_slug'))->firstOrFail();

        $ticket->forceFill([
            'status_id' => $status->id,
            'completed_at' => now(),
            'last_activity_at' => now(),
        ])->save();

        $ticket = $ticket->fresh(['status', 'priority', 'category', 'project', 'team', 'product']) ?? $ticket;
        $this->sla->recordClosure($ticket);
        $this->workflow->dispatch($ticket, 'ticket.closed', $user);

        return $ticket;
    }
}