new helpdesk module

2026-06-12 10:56:36 +01:00
parent 67faed6165
commit 98c6ee4597
49 changed files with 2554 additions and 255 deletions
@@ -0,0 +1,121 @@
+<?php
+
+declare(strict_types=1);
+
+namespace Modules\Helpdesk\Services;
+
+use App\Models\User;
+use Illuminate\Support\Facades\Log;
+use Illuminate\Support\Facades\Mail;
+use Modules\Helpdesk\Models\Ticket;
+use Modules\Helpdesk\Models\WorkflowLog;
+use Modules\Helpdesk\Models\WorkflowTemplate;
+use Throwable;
+
+final class WorkflowNotificationService
+{
+    /**
+     * Send all active workflow messages for the supplied ticket event.
+     *
+     * @param Ticket $ticket
+     * @param string $event
+     * @param User|null $actor
+     * @return void
+     */
+    public function dispatch(Ticket $ticket, string $event, ?User $actor = null): void
+    {
+        $ticket->loadMissing(['owner', 'agent', 'status', 'priority', 'category', 'project', 'team']);
+
+        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;
+                }
+
+                $subject = $this->renderText($template->subject, $ticket, $actor);
+                $html = $this->wrapHtml($this->renderText($template->html_body, $ticket, $actor), $ticket);
+                $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);
+                } 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);
+                }
+            });
+    }
+
+    /** @return User|null */
+    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 $ticket): string
+    {
+        return '<div style="font-family:Inter,Arial,sans-serif;background:#f6f8fb;padding:24px">'
+            . '<div style="max-width:720px;margin:0 auto;background:#ffffff;border:1px solid #d8dee8;border-radius:18px;overflow:hidden">'
+            . '<div style="background:#0f172a;color:#ffffff;padding:24px 28px">'
+            . '<div style="font-size:12px;letter-spacing:.18em;text-transform:uppercase;color:#bfdbfe">Helpdesk notification</div>'
+            . '<h1 style="margin:8px 0 0;font-size:22px">' . e($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>'
+            . '</div></div></div>';
+    }
+
+    private function log(WorkflowTemplate $template, Ticket $ticket, string $event, ?string $recipient, string $status, ?string $error = null, ?string $subject = null): void
+    {
+        WorkflowLog::query()->create([
+            'template_id' => $template->id,
+            'ticket_id' => $ticket->id,
+            'event' => $event,
+            'recipient' => $recipient,
+            'subject' => $subject,
+            'status' => $status,
+            'error' => $error,
+        ]);
+    }
+}