major helpdesk updates

2026-06-15 13:47:58 +01:00
parent 330d6922a4
commit b668116b11
47 changed files with 2350 additions and 23 deletions
@@ -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();
+    }
+}