added jquery and also fixed fontawsome
This commit is contained in:
Mark Gregory
@@ -0,0 +1,46 @@
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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\Database\Eloquent\Builder;
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use Modules\Helpdesk\Models\Category;
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use Modules\Helpdesk\Models\Ticket;
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final class AgentAssignmentService
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{
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/**
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* Select the least-loaded available agent for a category.
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*/
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public function selectAgentId(?int $categoryId): ?int
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{
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$query = User::query()
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->select('users.*')
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->where(static function (Builder $query): void {
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$query->where('helpdesk_agent', true)->orWhere('helpdesk_admin', true);
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})
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->selectSub(
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Ticket::query()
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->selectRaw('count(*)')
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->whereColumn('helpdesk_tickets.agent_id', 'users.id')
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->whereNull('helpdesk_tickets.completed_at'),
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'open_helpdesk_tickets_count'
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);
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if ($categoryId !== null) {
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$category = Category::query()->find($categoryId);
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$agentIds = $category?->agents()->pluck('users.id')->all() ?? [];
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if ($agentIds !== []) {
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$query->whereIn('id', $agentIds);
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}
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}
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/** @var User|null $agent */
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$agent = $query->orderBy('open_helpdesk_tickets_count')->orderBy('id')->first();
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return $agent?->id;
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}
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}
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@@ -0,0 +1,50 @@
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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 Illuminate\Support\Facades\Storage;
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use Modules\Helpdesk\Models\Attachment;
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use Modules\Helpdesk\Models\Comment;
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use Modules\Helpdesk\Models\Ticket;
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final class AttachmentService
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{
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public function storeMany(Ticket $ticket, array $files, int $userId, ?Comment $comment = null): void
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{
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foreach ($files as $file) {
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$disk = (string) config('helpdesk.disk', 'public');
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$originalName = $file->getClientOriginalName();
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$mimeType = $file->getClientMimeType();
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$size = (int) ($file->getSize() ?: 0);
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$path = $file->store('tickets/'.$ticket->id, $disk);
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if ($size === 0 && $path !== false) {
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$size = (int) Storage::disk($disk)->size($path);
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}
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Attachment::query()->create([
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'ticket_id' => $ticket->id,
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'comment_id' => $comment?->id,
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'user_id' => $userId,
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'disk' => $disk,
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'path' => $path,
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'original_name' => $originalName,
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'mime_type' => $mimeType,
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'size' => $size,
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]);
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}
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}
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/**
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* Delete a stored attachment and its backing file.
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*/
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public function delete(Attachment $attachment): void
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{
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Storage::disk($attachment->disk)->delete($attachment->path);
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$attachment->delete();
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}
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}
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@@ -0,0 +1,66 @@
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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 Illuminate\Support\Str;
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use Modules\Helpdesk\Models\AutomationRule;
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use Modules\Helpdesk\Models\Ticket;
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final class AutomationRuleService
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{
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/** @param array<string, mixed> $context */
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public function apply(Ticket $ticket, array $context = []): Ticket
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{
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$sender = (string) ($context['sender'] ?? $ticket->owner?->email ?? '');
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$mailbox = (string) ($context['mailbox'] ?? '');
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AutomationRule::query()
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->where('is_active', true)
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->where(static function ($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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->orderBy('sort_order')
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->orderBy('id')
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->get()
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->each(function (AutomationRule $rule) use ($ticket, $sender, $mailbox): void {
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if (! $this->matches($rule, $ticket, $sender, $mailbox)) {
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return;
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}
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$updates = array_filter([
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'priority_id' => $rule->set_priority_id,
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'category_id' => $rule->set_category_id,
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'team_id' => $rule->set_team_id,
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'project_id' => $rule->set_project_id,
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'status_id' => $rule->set_status_id,
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'agent_id' => $rule->set_agent_id,
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], static fn ($value): bool => $value !== null);
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if ($updates !== []) {
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$ticket->forceFill($updates + ['last_activity_at' => now()])->save();
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}
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});
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return $ticket->fresh() ?? $ticket;
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}
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private function matches(AutomationRule $rule, Ticket $ticket, string $sender, string $mailbox): bool
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{
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if ($rule->match_sender && ! Str::contains(Str::lower($sender), Str::lower($rule->match_sender))) {
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return false;
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}
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if ($rule->match_subject && ! Str::contains(Str::lower($ticket->subject), Str::lower($rule->match_subject))) {
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return false;
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}
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if ($rule->match_mailbox && ! Str::contains(Str::lower($mailbox), Str::lower($rule->match_mailbox))) {
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return false;
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}
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if ($rule->match_category_id && (int) $ticket->category_id !== (int) $rule->match_category_id) {
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return false;
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}
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return true;
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}
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}
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@@ -0,0 +1,30 @@
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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 Modules\Helpdesk\Models\Ticket;
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final class CannedResponseRenderer
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{
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public function render(string $template, Ticket $ticket, ?User $actor = null): string
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{
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$ticket->loadMissing(['owner', 'agent', 'status', 'priority', 'category', 'project', 'team']);
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return strtr($template, [
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'{{ ticket.reference }}' => $ticket->reference,
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'{{ ticket.subject }}' => $ticket->subject,
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'{{ ticket.status }}' => (string) ($ticket->status?->name ?? ''),
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'{{ ticket.priority }}' => (string) ($ticket->priority?->name ?? ''),
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'{{ ticket.category }}' => (string) ($ticket->category?->name ?? ''),
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'{{ ticket.project }}' => (string) ($ticket->project?->title ?? ''),
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'{{ ticket.team }}' => (string) ($ticket->team?->name ?? ''),
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'{{ requester.name }}' => (string) ($ticket->owner?->name ?? ''),
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'{{ agent.name }}' => (string) ($ticket->agent?->name ?? ''),
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'{{ actor.name }}' => (string) ($actor?->name ?? ''),
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'{{ ticket.url }}' => route('helpdesk.tickets.show', ['ticket' => $ticket->getKey()]),
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]);
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}
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}
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@@ -0,0 +1,53 @@
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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 Modules\Helpdesk\Models\ChecklistItem;
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use Modules\Helpdesk\Models\ChecklistTemplate;
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use Modules\Helpdesk\Models\Ticket;
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final class ChecklistService
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{
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public function applyTemplates(Ticket $ticket): void
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{
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ChecklistTemplate::query()
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->where('is_active', true)
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->where(static function ($query) use ($ticket): void {
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$query->whereNull('company_id')->orWhere('company_id', $ticket->company_id);
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})
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->where(static function ($query) use ($ticket): void {
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$query->whereNull('category_id')->orWhere('category_id', $ticket->category_id);
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})
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->where(static function ($query) use ($ticket): void {
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$query->whereNull('project_id')->orWhere('project_id', $ticket->project_id);
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})
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->get()
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->each(function (ChecklistTemplate $template) use ($ticket): void {
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foreach (array_values($template->items ?? []) as $index => $item) {
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ChecklistItem::query()->firstOrCreate([
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'ticket_id' => $ticket->id,
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'template_id' => $template->id,
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'title' => is_array($item) ? (string) ($item['title'] ?? '') : (string) $item,
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], [
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'description' => is_array($item) ? ($item['description'] ?? null) : null,
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'sort_order' => ($index + 1) * 10,
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]);
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}
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});
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}
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public function toggle(ChecklistItem $item, User $user): ChecklistItem
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{
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$completed = ! $item->is_completed;
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$item->forceFill([
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'is_completed' => $completed,
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'completed_by' => $completed ? $user->id : null,
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'completed_at' => $completed ? now() : null,
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])->save();
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return $item->fresh() ?? $item;
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}
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}
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@@ -0,0 +1,242 @@
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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 Carbon\CarbonImmutable;
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use Illuminate\Support\Facades\Log;
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use Modules\Helpdesk\Models\GitCommit;
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use Modules\Helpdesk\Models\GitRepository;
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use Modules\Helpdesk\Models\GitWebhookLog;
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use Modules\Helpdesk\Models\Ticket;
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use Throwable;
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final class GitWebhookIngestionService
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{
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private const TICKET_REFERENCE_PATTERN = '/\bHD-\d{4}-\d{5}\b/i';
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/**
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* Persist supported Git provider commits and link them to matching Helpdesk ticket references.
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*
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* @param array<string, mixed> $payload
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* @return array{status: string, message: string, commit_count: int, linked_count: int, ignored_count: int}
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*/
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public function ingest(GitRepository $repository, array $payload, string $provider, ?string $deliveryId, ?string $event): array
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{
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if (! $this->isPushEvent($provider, $event)) {
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$result = [
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'status' => 'ignored',
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'message' => sprintf('Ignored unsupported %s event.', $event ?: 'unknown'),
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'commit_count' => 0,
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'linked_count' => 0,
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'ignored_count' => 1,
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];
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$this->logWebhook($repository, $provider, $deliveryId, $event, $result, $payload);
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return $result;
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}
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$branch = $this->branchFromRef($payload['ref'] ?? null);
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$commits = $this->commitsFromPayload($payload);
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$commitCount = 0;
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$linkedCount = 0;
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$ignoredCount = 0;
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foreach ($commits as $commit) {
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$hash = $this->stringOrNull($commit['id'] ?? $commit['sha'] ?? null);
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if ($hash === null) {
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$ignoredCount++;
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continue;
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}
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$message = $this->stringOrNull($commit['message'] ?? null) ?? '';
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$url = $this->stringOrNull($commit['url'] ?? null);
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$author = is_array($commit['author'] ?? null) ? $commit['author'] : [];
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$committer = is_array($commit['committer'] ?? null) ? $commit['committer'] : [];
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$authorName = $this->stringOrNull($author['name'] ?? $committer['name'] ?? null);
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$authorEmail = $this->stringOrNull($author['email'] ?? $committer['email'] ?? null);
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$committedAt = $this->parseTimestamp($commit['timestamp'] ?? $commit['committed_at'] ?? null);
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$ticket = $this->ticketForCommit($repository, $message, $branch, $url);
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GitCommit::query()->updateOrCreate(
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[
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'repository_id' => $repository->getKey(),
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'hash' => $hash,
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],
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[
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'ticket_id' => $ticket?->getKey(),
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'short_hash' => substr($hash, 0, 12),
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'branch' => $branch,
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'author_name' => $authorName,
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'author_email' => $authorEmail,
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'message' => $message,
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'url' => $url,
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'committed_at' => $committedAt,
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]
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);
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$commitCount++;
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if ($ticket !== null) {
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$linkedCount++;
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}
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}
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$result = [
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'status' => 'accepted',
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'message' => sprintf('Processed %d commit(s), linked %d to tickets.', $commitCount, $linkedCount),
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'commit_count' => $commitCount,
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'linked_count' => $linkedCount,
|
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'ignored_count' => $ignoredCount,
|
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];
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$this->logWebhook($repository, $provider, $deliveryId, $event, $result, $payload);
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|
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return $result;
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}
|
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|
||||
/**
|
||||
* Record a provider webhook acceptance, rejection or ignore decision for auditability.
|
||||
*
|
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* @param array{status: string, message: string, commit_count?: int, linked_count?: int, ignored_count?: int} $result
|
||||
* @param array<string, mixed>|null $payload
|
||||
*/
|
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public function logWebhook(GitRepository $repository, string $provider, ?string $deliveryId, ?string $event, array $result, ?array $payload = null): void
|
||||
{
|
||||
try {
|
||||
GitWebhookLog::query()->create([
|
||||
'repository_id' => $repository->getKey(),
|
||||
'provider' => $provider,
|
||||
'delivery_id' => $deliveryId,
|
||||
'event' => $event,
|
||||
'status' => $result['status'],
|
||||
'message' => $result['message'],
|
||||
'commit_count' => (int) ($result['commit_count'] ?? 0),
|
||||
'linked_count' => (int) ($result['linked_count'] ?? 0),
|
||||
'ignored_count' => (int) ($result['ignored_count'] ?? 0),
|
||||
'payload' => $payload,
|
||||
'received_at' => now(),
|
||||
]);
|
||||
} catch (Throwable $exception) {
|
||||
Log::warning('Helpdesk Git webhook audit log could not be written.', [
|
||||
'repository_id' => $repository->getKey(),
|
||||
'provider' => $provider,
|
||||
'event' => $event,
|
||||
'status' => $result['status'],
|
||||
'error' => $exception->getMessage(),
|
||||
]);
|
||||
}
|
||||
}
|
||||
|
||||
/**
|
||||
* Extract the first Helpdesk ticket reference from arbitrary Git text.
|
||||
*/
|
||||
public function extractTicketReference(string $value): ?string
|
||||
{
|
||||
if (! preg_match(self::TICKET_REFERENCE_PATTERN, $value, $matches)) {
|
||||
return null;
|
||||
}
|
||||
|
||||
return strtoupper($matches[0]);
|
||||
}
|
||||
|
||||
/**
|
||||
* Determine whether the provider event should be processed as a push payload.
|
||||
*/
|
||||
private function isPushEvent(string $provider, ?string $event): bool
|
||||
{
|
||||
$normalised = strtolower((string) $event);
|
||||
|
||||
return match ($provider) {
|
||||
'github' => $normalised === 'push',
|
||||
'gitlab' => in_array($normalised, ['push hook', 'push'], true),
|
||||
default => $normalised === '' || $normalised === 'push',
|
||||
};
|
||||
}
|
||||
|
||||
/**
|
||||
* @param mixed $value
|
||||
*/
|
||||
private function branchFromRef(mixed $value): ?string
|
||||
{
|
||||
$ref = $this->stringOrNull($value);
|
||||
|
||||
if ($ref === null) {
|
||||
return null;
|
||||
}
|
||||
|
||||
return str_replace('refs/heads/', '', $ref);
|
||||
}
|
||||
|
||||
/**
|
||||
* @param array<string, mixed> $payload
|
||||
* @return array<int, array<string, mixed>>
|
||||
*/
|
||||
private function commitsFromPayload(array $payload): array
|
||||
{
|
||||
$commits = $payload['commits'] ?? [];
|
||||
|
||||
if (! is_array($commits)) {
|
||||
return [];
|
||||
}
|
||||
|
||||
return array_values(array_filter($commits, static fn (mixed $commit): bool => is_array($commit)));
|
||||
}
|
||||
|
||||
private function ticketForCommit(GitRepository $repository, string $message, ?string $branch, ?string $url): ?Ticket
|
||||
{
|
||||
$reference = $this->extractTicketReference(trim($message.' '.($branch ?? '').' '.($url ?? '')));
|
||||
|
||||
if ($reference === null) {
|
||||
return null;
|
||||
}
|
||||
|
||||
$query = Ticket::query()->where('reference', $reference);
|
||||
|
||||
if ($repository->company_id !== null) {
|
||||
$query->where('company_id', $repository->company_id);
|
||||
}
|
||||
|
||||
if ($repository->project_id !== null) {
|
||||
$query->where('project_id', $repository->project_id);
|
||||
}
|
||||
|
||||
return $query->first();
|
||||
}
|
||||
|
||||
/**
|
||||
* @param mixed $value
|
||||
*/
|
||||
private function parseTimestamp(mixed $value): ?CarbonImmutable
|
||||
{
|
||||
$timestamp = $this->stringOrNull($value);
|
||||
|
||||
if ($timestamp === null) {
|
||||
return null;
|
||||
}
|
||||
|
||||
try {
|
||||
return CarbonImmutable::parse($timestamp);
|
||||
} catch (Throwable) {
|
||||
return null;
|
||||
}
|
||||
}
|
||||
|
||||
/**
|
||||
* @param mixed $value
|
||||
*/
|
||||
private function stringOrNull(mixed $value): ?string
|
||||
{
|
||||
if (! is_scalar($value)) {
|
||||
return null;
|
||||
}
|
||||
|
||||
$string = trim((string) $value);
|
||||
|
||||
return $string === '' ? null : $string;
|
||||
}
|
||||
}
|
||||
@@ -0,0 +1,103 @@
|
||||
<?php
|
||||
|
||||
declare(strict_types=1);
|
||||
|
||||
namespace Modules\Helpdesk\Services;
|
||||
|
||||
use App\Models\User;
|
||||
use Modules\Helpdesk\Models\SlaPolicy;
|
||||
use Modules\Helpdesk\Models\Ticket;
|
||||
use Modules\Helpdesk\Models\TicketSlaEvent;
|
||||
|
||||
final class SlaService
|
||||
{
|
||||
public function applyPolicy(Ticket $ticket): Ticket
|
||||
{
|
||||
$policy = $this->policyFor($ticket);
|
||||
|
||||
if (! $policy) {
|
||||
return $ticket;
|
||||
}
|
||||
|
||||
$createdAt = $ticket->created_at ?? now();
|
||||
$ticket->forceFill([
|
||||
'sla_policy_id' => $policy->id,
|
||||
'sla_first_response_due_at' => $createdAt->copy()->addMinutes($policy->first_response_minutes),
|
||||
'sla_resolution_due_at' => $createdAt->copy()->addMinutes($policy->resolution_minutes),
|
||||
])->save();
|
||||
|
||||
TicketSlaEvent::query()->create([
|
||||
'ticket_id' => $ticket->id,
|
||||
'sla_policy_id' => $policy->id,
|
||||
'event' => 'sla.policy_applied',
|
||||
'due_at' => $ticket->sla_resolution_due_at,
|
||||
'occurred_at' => now(),
|
||||
'meta' => ['policy' => $policy->name],
|
||||
]);
|
||||
|
||||
return $ticket->fresh() ?? $ticket;
|
||||
}
|
||||
|
||||
public function recordPublicResponse(Ticket $ticket, User $actor): void
|
||||
{
|
||||
if ($ticket->first_response_at === null && (int) $ticket->user_id !== (int) $actor->id) {
|
||||
$breached = $ticket->sla_first_response_due_at !== null && now()->greaterThan($ticket->sla_first_response_due_at);
|
||||
$ticket->forceFill([
|
||||
'first_response_at' => now(),
|
||||
'sla_first_response_breached_at' => $breached ? now() : $ticket->sla_first_response_breached_at,
|
||||
])->save();
|
||||
|
||||
TicketSlaEvent::query()->create([
|
||||
'ticket_id' => $ticket->id,
|
||||
'sla_policy_id' => $ticket->sla_policy_id,
|
||||
'event' => 'sla.first_response',
|
||||
'due_at' => $ticket->sla_first_response_due_at,
|
||||
'occurred_at' => now(),
|
||||
'breached' => $breached,
|
||||
]);
|
||||
}
|
||||
|
||||
$ticket->increment('public_replies_count');
|
||||
}
|
||||
|
||||
public function recordClosure(Ticket $ticket): void
|
||||
{
|
||||
$breached = $ticket->sla_resolution_due_at !== null && now()->greaterThan($ticket->sla_resolution_due_at);
|
||||
$ticket->forceFill(['sla_resolution_breached_at' => $breached ? now() : $ticket->sla_resolution_breached_at])->save();
|
||||
TicketSlaEvent::query()->create([
|
||||
'ticket_id' => $ticket->id,
|
||||
'sla_policy_id' => $ticket->sla_policy_id,
|
||||
'event' => 'sla.resolved',
|
||||
'due_at' => $ticket->sla_resolution_due_at,
|
||||
'occurred_at' => now(),
|
||||
'breached' => $breached,
|
||||
]);
|
||||
}
|
||||
|
||||
public function refreshBreaches(Ticket $ticket): void
|
||||
{
|
||||
$updates = [];
|
||||
if ($ticket->first_response_at === null && $ticket->sla_first_response_due_at !== null && now()->greaterThan($ticket->sla_first_response_due_at)) {
|
||||
$updates['sla_first_response_breached_at'] = $ticket->sla_first_response_breached_at ?? now();
|
||||
}
|
||||
if ($ticket->completed_at === null && $ticket->sla_resolution_due_at !== null && now()->greaterThan($ticket->sla_resolution_due_at)) {
|
||||
$updates['sla_resolution_breached_at'] = $ticket->sla_resolution_breached_at ?? now();
|
||||
}
|
||||
if ($updates !== []) {
|
||||
$ticket->forceFill($updates)->save();
|
||||
}
|
||||
}
|
||||
|
||||
private function policyFor(Ticket $ticket): ?SlaPolicy
|
||||
{
|
||||
return SlaPolicy::query()
|
||||
->where('is_active', true)
|
||||
->where(static function ($query) use ($ticket): void {
|
||||
$query->whereNull('company_id')->orWhere('company_id', $ticket->company_id);
|
||||
})
|
||||
->orderByRaw('CASE WHEN priority_id = ? THEN 0 WHEN priority_id IS NULL THEN 1 ELSE 2 END', [$ticket->priority_id])
|
||||
->orderByRaw('CASE WHEN category_id = ? THEN 0 WHEN category_id IS NULL THEN 1 ELSE 2 END', [$ticket->category_id])
|
||||
->orderByDesc('is_default')
|
||||
->first();
|
||||
}
|
||||
}
|
||||
@@ -0,0 +1,27 @@
|
||||
<?php
|
||||
|
||||
declare(strict_types=1);
|
||||
|
||||
namespace Modules\Helpdesk\Services;
|
||||
|
||||
use Modules\Helpdesk\Models\Ticket;
|
||||
|
||||
final class TicketReferenceService
|
||||
{
|
||||
/**
|
||||
* Build the next human-readable ticket reference.
|
||||
*/
|
||||
public function next(): string
|
||||
{
|
||||
$year = now()->format('Y');
|
||||
$prefix = 'HD-'.$year.'-';
|
||||
$last = Ticket::query()
|
||||
->where('reference', 'like', $prefix.'%')
|
||||
->latest('id')
|
||||
->value('reference');
|
||||
|
||||
$next = $last ? ((int) substr((string) $last, -5)) + 1 : 1;
|
||||
|
||||
return $prefix.str_pad((string) $next, 5, '0', STR_PAD_LEFT);
|
||||
}
|
||||
}
|
||||
@@ -0,0 +1,124 @@
|
||||
<?php
|
||||
|
||||
declare(strict_types=1);
|
||||
|
||||
namespace Modules\Helpdesk\Services;
|
||||
|
||||
use App\Models\User;
|
||||
use Illuminate\Http\UploadedFile;
|
||||
use Illuminate\Support\Facades\DB;
|
||||
use Modules\Helpdesk\Models\Comment;
|
||||
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 $files = []): Ticket
|
||||
{
|
||||
return DB::transaction(function () use ($user, $data, $files): Ticket {
|
||||
$defaultStatusSlug = (string) config('helpdesk.default_status_slug', 'new');
|
||||
$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,
|
||||
]);
|
||||
}
|
||||
|
||||
/** @var Ticket $ticket */
|
||||
$ticket = Ticket::query()->create([
|
||||
'reference' => $this->references->next(),
|
||||
'company_id' => $data['company_id'] ?? ($user->company_id ?? null),
|
||||
'user_id' => $user->id,
|
||||
'agent_id' => $this->assignment->selectAgentId($data['category_id'] ?? null),
|
||||
'status_id' => $status->id,
|
||||
'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(),
|
||||
]);
|
||||
|
||||
$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(['owner', 'agent', 'status', 'priority', 'category', 'project', 'team', 'product', 'attachments', 'checklistItems']) ?? $ticket;
|
||||
$this->workflow->dispatch($ticket, 'ticket.created', $user);
|
||||
|
||||
return $ticket;
|
||||
});
|
||||
}
|
||||
|
||||
/**
|
||||
* 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 $parentId = null): Comment
|
||||
{
|
||||
return DB::transaction(function () use ($ticket, $user, $body, $internal, $files, $parentId): Comment {
|
||||
/** @var Comment $comment */
|
||||
$comment = $ticket->comments()->create([
|
||||
'parent_id' => $parentId,
|
||||
'user_id' => $user->id,
|
||||
'body' => $body,
|
||||
'is_internal' => $internal,
|
||||
]);
|
||||
|
||||
$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(['owner', 'agent', '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(['owner', 'agent', 'status', 'priority', 'category', 'project', 'team', 'product']) ?? $ticket;
|
||||
$this->sla->recordClosure($ticket);
|
||||
$this->workflow->dispatch($ticket, 'ticket.closed', $user);
|
||||
|
||||
return $ticket;
|
||||
}
|
||||
}
|
||||
@@ -0,0 +1,135 @@
|
||||
<?php
|
||||
|
||||
declare(strict_types=1);
|
||||
|
||||
namespace Modules\Helpdesk\Services;
|
||||
|
||||
use App\Models\User;
|
||||
use Illuminate\Support\Facades\Log;
|
||||
use Illuminate\Support\Facades\Mail;
|
||||
use Illuminate\Support\Facades\Route;
|
||||
use Illuminate\Support\Facades\URL;
|
||||
use Modules\Helpdesk\Models\Ticket;
|
||||
use Modules\Helpdesk\Models\WorkflowLog;
|
||||
use Modules\Helpdesk\Models\WorkflowTemplate;
|
||||
use Illuminate\Support\Str;
|
||||
use Throwable;
|
||||
|
||||
final class WorkflowNotificationService
|
||||
{
|
||||
/**
|
||||
* Send all active workflow messages for the supplied ticket event.
|
||||
*/
|
||||
public function dispatch(Ticket $ticket, string $event, ?User $actor = null): void
|
||||
{
|
||||
$ticket->loadMissing(['owner', 'agent', 'status', 'priority', 'category', 'project', 'team', 'product']);
|
||||
|
||||
WorkflowTemplate::query()
|
||||
->where('event', $event)
|
||||
->where('is_active', true)
|
||||
->get()
|
||||
->each(function (WorkflowTemplate $template) use ($ticket, $event, $actor): void {
|
||||
$recipient = $this->recipient($template->to_role, $ticket, $actor);
|
||||
|
||||
if ($recipient === null || blank($recipient->email ?? null)) {
|
||||
$this->log($template, $ticket, $event, null, 'skipped', 'No recipient email was available.');
|
||||
|
||||
return;
|
||||
}
|
||||
|
||||
$trackingToken = Str::random(48);
|
||||
$subject = $this->renderText($template->subject, $ticket, $actor);
|
||||
$html = $this->wrapHtml($this->renderText($template->html_body, $ticket, $actor), $ticket, $trackingToken);
|
||||
$text = $this->renderText($template->text_body ?: strip_tags($template->html_body), $ticket, $actor);
|
||||
|
||||
try {
|
||||
Mail::html($html, function ($message) use ($recipient, $template, $subject): void {
|
||||
$message->to($recipient->email, $recipient->name ?? null)->subject($subject);
|
||||
|
||||
if (filled($template->cc)) {
|
||||
$message->cc(array_map('trim', explode(',', (string) $template->cc)));
|
||||
}
|
||||
|
||||
if (filled($template->bcc)) {
|
||||
$message->bcc(array_map('trim', explode(',', (string) $template->bcc)));
|
||||
}
|
||||
});
|
||||
|
||||
$this->log($template, $ticket, $event, (string) $recipient->email, 'sent', null, $subject, $trackingToken);
|
||||
} catch (Throwable $exception) {
|
||||
Log::warning('Helpdesk workflow email failed.', ['event' => $event, 'ticket_id' => $ticket->id, 'error' => $exception->getMessage()]);
|
||||
$this->log($template, $ticket, $event, (string) $recipient->email, 'failed', $exception->getMessage(), $subject);
|
||||
}
|
||||
});
|
||||
}
|
||||
|
||||
private function recipient(string $role, Ticket $ticket, ?User $actor): ?User
|
||||
{
|
||||
return match ($role) {
|
||||
'agent' => $ticket->agent,
|
||||
'actor' => $actor,
|
||||
default => $ticket->owner,
|
||||
};
|
||||
}
|
||||
|
||||
private function renderText(string $template, Ticket $ticket, ?User $actor): string
|
||||
{
|
||||
$tokens = [
|
||||
'{{ ticket.reference }}' => $ticket->reference,
|
||||
'{{ ticket.subject }}' => $ticket->subject,
|
||||
'{{ ticket.status }}' => (string) ($ticket->status?->name ?? ''),
|
||||
'{{ ticket.priority }}' => (string) ($ticket->priority?->name ?? ''),
|
||||
'{{ ticket.category }}' => (string) ($ticket->category?->name ?? ''),
|
||||
'{{ ticket.project }}' => (string) ($ticket->project?->title ?? ''),
|
||||
'{{ ticket.team }}' => (string) ($ticket->team?->name ?? ''),
|
||||
'{{ requester.name }}' => (string) ($ticket->owner?->name ?? ''),
|
||||
'{{ agent.name }}' => (string) ($ticket->agent?->name ?? ''),
|
||||
'{{ actor.name }}' => (string) ($actor?->name ?? ''),
|
||||
'{{ ticket.url }}' => route('helpdesk.tickets.show', ['ticket' => $ticket->getKey()]),
|
||||
];
|
||||
|
||||
return strtr($template, $tokens);
|
||||
}
|
||||
|
||||
private function wrapHtml(string $body, Ticket $ticket, ?string $trackingToken = null): string
|
||||
{
|
||||
return '<div style="font-family:Inter,Arial,sans-serif;background:#f6f8fb;padding:24px">'
|
||||
.'<div style="max-width:720px;margin:0 auto;background:#ffffff;border:1px solid #d8dee8;border-radius:18px;overflow:hidden">'
|
||||
.'<div style="background:#0f172a;color:#ffffff;padding:24px 28px">'
|
||||
.'<div style="font-size:12px;letter-spacing:.18em;text-transform:uppercase;color:#bfdbfe">Helpdesk notification</div>'
|
||||
.'<h1 style="margin:8px 0 0;font-size:22px">'.e($ticket->reference).'</h1>'
|
||||
.'<p style="margin:8px 0 0;color:#dbeafe">'.e($ticket->subject).'</p>'
|
||||
.'</div><div style="padding:28px;color:#1f2937;line-height:1.65">'
|
||||
.$body
|
||||
.'<p style="margin-top:28px"><a href="'.e(route('helpdesk.tickets.show', ['ticket' => $ticket->getKey()])).'" style="display:inline-block;background:#2563eb;color:#ffffff;text-decoration:none;padding:11px 16px;border-radius:10px">Open ticket</a></p>'
|
||||
.$this->trackingPixel($trackingToken)
|
||||
.'</div></div></div>';
|
||||
}
|
||||
|
||||
private function trackingPixel(?string $trackingToken): string
|
||||
{
|
||||
if ($trackingToken === null) {
|
||||
return '';
|
||||
}
|
||||
|
||||
$url = Route::has('helpdesk.workflow.open')
|
||||
? route('helpdesk.workflow.open', ['token' => $trackingToken])
|
||||
: URL::to('/'.trim((string) config('helpdesk.route_prefix', 'helpdesk'), '/').'/workflow/open/'.$trackingToken);
|
||||
|
||||
return '<img src="'.e($url).'" width="1" height="1" alt="" style="display:none" />';
|
||||
}
|
||||
|
||||
private function log(WorkflowTemplate $template, Ticket $ticket, string $event, ?string $recipient, string $status, ?string $error = null, ?string $subject = null, ?string $trackingToken = null): void
|
||||
{
|
||||
WorkflowLog::query()->create([
|
||||
'template_id' => $template->id,
|
||||
'ticket_id' => $ticket->id,
|
||||
'event' => $event,
|
||||
'recipient' => $recipient,
|
||||
'subject' => $subject,
|
||||
'status' => $status,
|
||||
'tracking_token' => $trackingToken,
|
||||
'error' => $error,
|
||||
]);
|
||||
}
|
||||
}
|
||||
Reference in New Issue
Block a user