first response initial pass

Modules/Helpdesk/Services/SlaService.php

@@ -6,6 +6,7 @@ namespace Modules\Helpdesk\Services;
 
 use App\Models\User;
 use Modules\Helpdesk\Models\SlaPolicy;
+use Modules\Helpdesk\Models\Comment;
 use Modules\Helpdesk\Models\Ticket;
 use Modules\Helpdesk\Models\TicketSlaEvent;
 
@@ -38,28 +39,81 @@ final class SlaService
         return $ticket->fresh() ?? $ticket;
     }
 
+    /**
+     * Record a public ticket response and satisfy the first-response SLA.
+     *
+     * A public Helpdesk response is deliberate customer-visible communication,
+     * so it must satisfy the first-response SLA even in local/single-user
+     * support workflows where the same authenticated user may be testing both
+     * sides of the ticket conversation.
+     */
     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();
+        $respondedAt = now();
 
-            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' => $breached,
-            ]);
+        if ($ticket->first_response_at === null) {
+            $this->markFirstResponse($ticket, $respondedAt);
         }
 
         $ticket->increment('public_replies_count');
     }
 
+    /**
+     * Rebuild first-response SLA state from the earliest public comment.
+     *
+     * This keeps older tickets correct when public comments existed before the
+     * explicit Public/Internal selector was added or when counters were manually
+     * changed outside the SLA service.
+     */
+    public function syncFirstResponseFromComments(Ticket $ticket): void
+    {
+        if ($ticket->first_response_at !== null) {
+            return;
+        }
+
+        /** @var Comment|null $firstPublicComment */
+        $firstPublicComment = Comment::query()
+            ->where('ticket_id', $ticket->id)
+            ->where('is_internal', false)
+            ->whereNull('tombstoned_at')
+            ->oldest('created_at')
+            ->first();
+
+        if ($firstPublicComment === null) {
+            return;
+        }
+
+        $this->markFirstResponse($ticket, $firstPublicComment->created_at ?? now());
+    }
+
+    private function markFirstResponse(Ticket $ticket, mixed $respondedAt): void
+    {
+        $respondedAt = $respondedAt instanceof \Illuminate\Support\Carbon
+            ? $respondedAt
+            : now();
+
+        $breached = $ticket->sla_first_response_due_at !== null
+            && $respondedAt->greaterThan($ticket->sla_first_response_due_at);
+
+        $ticket->forceFill([
+            'first_response_at' => $respondedAt,
+            'sla_first_response_breached_at' => $breached ? $respondedAt : null,
+        ])->save();
+
+        TicketSlaEvent::query()->firstOrCreate(
+            [
+                'ticket_id' => $ticket->id,
+                'event' => 'sla.first_response',
+            ],
+            [
+                'sla_policy_id' => $ticket->sla_policy_id,
+                'due_at' => $ticket->sla_first_response_due_at,
+                'occurred_at' => $respondedAt,
+                'breached' => $breached,
+            ],
+        );
+    }
+
     public function recordClosure(Ticket $ticket): void
     {
         $breached = $ticket->sla_resolution_due_at !== null && now()->greaterThan($ticket->sla_resolution_due_at);