*/ protected $fillable = [ 'reference', 'company_id', 'user_id', 'agent_id', 'status_id', 'board_id', 'priority_id', 'category_id', 'project_id', 'team_id', 'subject', 'body', 'due_at', 'completed_at', 'last_activity_at', 'archived_at', 'sla_policy_id', 'product_id', 'first_response_at', 'sla_first_response_due_at', 'sla_resolution_due_at', 'sla_first_response_breached_at', 'sla_resolution_breached_at', 'public_replies_count', 'time_spent_minutes', ]; /** @var array */ protected $casts = [ 'company_id' => 'integer', 'team_id' => 'integer', 'board_id' => 'integer', 'due_at' => 'datetime', 'completed_at' => 'datetime', 'last_activity_at' => 'datetime', 'archived_at' => 'datetime', 'sla_policy_id' => 'integer', 'product_id' => 'integer', 'first_response_at' => 'datetime', 'sla_first_response_due_at' => 'datetime', 'sla_resolution_due_at' => 'datetime', 'sla_first_response_breached_at' => 'datetime', 'sla_resolution_breached_at' => 'datetime', 'public_replies_count' => 'integer', 'time_spent_minutes' => 'integer', ]; /** @return BelongsTo */ public function user(): BelongsTo { return $this->belongsTo(User::class, 'user_id'); } public function tickets(): Ticket|HasMany { return $this->hasMany(Ticket::class, 'ticket_id'); } /** @return BelongsTo */ public function owner(): BelongsTo { return $this->belongsTo(User::class, 'user_id'); } /** @return BelongsTo */ public function agent(): BelongsTo { return $this->belongsTo(User::class, 'agent_id'); } /** @return BelongsTo */ public function status(): BelongsTo { return $this->belongsTo(Status::class, 'status_id'); } /** @return BelongsTo */ public function board(): BelongsTo { return $this->belongsTo(KanbanBoard::class, 'board_id'); } /** @return BelongsTo */ public function priority(): BelongsTo { return $this->belongsTo(Priority::class, 'priority_id'); } /** @return BelongsTo */ public function category(): BelongsTo { return $this->belongsTo(Category::class, 'category_id'); } /** @return BelongsTo */ public function project(): BelongsTo { return $this->belongsTo(Project::class, 'project_id'); } /** @return BelongsTo */ public function team(): BelongsTo { return $this->belongsTo(Team::class, 'team_id'); } /** @return HasMany */ public function comments(): HasMany { return $this->hasMany(Comment::class, 'ticket_id') ->whereNull('parent_id') ->oldest(); } /** @return BelongsTo */ public function slaPolicy(): BelongsTo { return $this->belongsTo(SlaPolicy::class, 'sla_policy_id'); } /** @return BelongsTo */ public function product(): BelongsTo { return $this->belongsTo(Product::class, 'product_id'); } /** @return HasMany */ public function slaEvents(): HasMany { return $this->hasMany(TicketSlaEvent::class, 'ticket_id')->latest(); } /** @return HasMany */ public function ratings(): HasMany { return $this->hasMany(TicketRating::class, 'ticket_id')->latest(); } /** @return HasMany */ public function checklistItems(): HasMany { return $this->hasMany(ChecklistItem::class, 'ticket_id')->orderBy('sort_order')->orderBy('id'); } /** @return BelongsToMany */ public function tags(): BelongsToMany { return $this->belongsToMany(Tag::class, 'helpdesk_ticket_tag', 'ticket_id', 'tag_id'); } public function getSlaFirstResponseBreachedAttribute(): bool { return $this->first_response_at === null && $this->sla_first_response_due_at !== null && now()->greaterThan($this->sla_first_response_due_at); } public function getSlaResolutionBreachedAttribute(): bool { return $this->completed_at === null && $this->sla_resolution_due_at !== null && now()->greaterThan($this->sla_resolution_due_at); } /** @return HasMany */ public function gitCommits(): HasMany { return $this->hasMany(GitCommit::class, 'ticket_id')->latest('committed_at'); } /** @return HasMany */ public function attachments(): HasMany { return $this->hasMany(Attachment::class, 'ticket_id')->latest(); } /** @param Builder $query @return Builder */ public function scopeOpen(Builder $query): Builder { return $query->whereNull('completed_at'); } /** @param Builder $query @return Builder */ public function scopeVisibleTo(Builder $query, User $user): Builder { if ((bool) ($user->helpdesk_admin ?? false)) { return $query; } if ((bool) ($user->helpdesk_agent ?? false)) { return $query->where(static function (Builder $subQuery) use ($user): void { $subQuery->where('agent_id', $user->id)->orWhere('user_id', $user->id); }); } return $query->where('user_id', $user->id); } /** * Create a new factory instance for the model. */ protected static function newFactory(): TicketFactory { return TicketFactory::new(); } }