@php $helpdeskAttachmentAccept = collect(config('helpdesk.allowed_extensions', config('helpdesk.allowed_mimes', []))) ->filter(fn ($extension) => is_string($extension) && trim($extension) !== '') ->map(fn ($extension) => '.' . strtolower(ltrim(trim($extension), '.'))) ->unique() ->implode(','); @endphp @php use Illuminate\Support\Str; use Modules\Helpdesk\Models\TicketTimeLog; $currentUser = auth()->user(); $currentCompany = $currentUser?->company; $canSeeInternalNotes = (bool) ($currentCompany?->is_system_company ?? false) || Str::lower((string) ($currentCompany?->slug ?? '')) === 'mpba-limited' || Str::contains(Str::lower((string) ($currentCompany?->name ?? '')), 'mpba'); $visibleCommentCount = $ticket->comments->count(); $ticketTimeLogs = TicketTimeLog::query() ->with('user') ->where('ticket_id', $ticket->getKey()) ->orderByDesc('started_at') ->get(); @endphp

Raised by {{ $ticket->owner?->name ?? 'Unknown user' }} · Assigned to {{ $ticket->agent?->name ?? 'Unassigned' }}

Dashboard @can('update', $ticket) Edit @endcan

Ticket document

Request details

Original request content recorded against this helpdesk ticket.

{!! $ticket->body !!}

Attachments

Supporting files

{{ $ticket->attachments->count() }} file{{ $ticket->attachments->count() === 1 ? '' : 's' }}

@can('update', $ticket)

@csrf

Add files

No files selected

Choose files

@error('attachments')

@enderror @error('attachments.*')

@enderror

@endcan @php $visibleAttachments = $ticket->attachments->filter(fn ($attachment) => ! $attachment->isDeletedAttachment()); @endphp @if ($visibleAttachments->isEmpty())

No supporting files have been attached yet.

@else

@foreach ($visibleAttachments as $attachment)

@if ($attachment->isImage())

@endif

{{ strtoupper($attachment->language()) }} · {{ Number::fileSize($attachment->byteSize()) }} @if ($attachment->downloadCount() > 0) · {{ $attachment->downloadCount() }} download{{ $attachment->downloadCount() === 1 ? '' : 's' }} @endif

@if ($attachment->canPreview()) Preview @endif Download @can('update', $ticket) @endcan

@endforeach

@endif

Conversation

Document responses

{{ $visibleCommentCount }} item{{ $visibleCommentCount === 1 ? '' : 's' }}

@if ($ticket->comments->isNotEmpty()) @include('helpdesk::partials.comment-thread', [ 'comments' => $ticket->comments, 'level' => 0, 'ticket' => $ticket, 'canSeeInternalNotes' => $canSeeInternalNotes, ]) @else

No responses yet.

@endif

@csrf

Response document

Add reply

Create a response, internal MPBA note or threaded document reply.

@if (session('ticket-comment-added'))

@endif @if ($errors->any())

@endif @php $cannedResponseBodies = $cannedResponses ->mapWithKeys(function ($response) use ($ticket, $currentUser) { $body = (string) $response->body; $body = strtr($body, [ '{{ ticket . reference }}' => e((string) ($ticket->reference ?? '')), '{{ ticket . subject }}' => e((string) ($ticket->subject ?? '')), '{{ ticket . status }}' => e((string) ($ticket->status?->name ?? '')), '{{ ticket . priority }}' => e((string) ($ticket->priority?->name ?? '')), '{{ ticket . category }}' => e((string) ($ticket->category?->name ?? '')), '{{ ticket . project }}' => e((string) ($ticket->project?->title ?? '')), '{{ ticket . team }}' => e((string) ($ticket->team?->name ?? '')), '{{ requester . name }}' => e( (string) ($ticket->owner?->name ?? ($ticket->user?->name ?? '')), ), '{{ agent . name }}' => e( (string) ($ticket->agent?->name ?? ($currentUser?->name ?? '')), ), '{{ actor . name }}' => e((string) ($currentUser?->name ?? '')), '{{ ticket . url }}' => e( route('helpdesk.tickets.show', ['ticket' => $ticket->getKey()]), ), ]); $body = html_entity_decode($body, ENT_QUOTES | ENT_HTML5, 'UTF-8'); $body = preg_replace('/<\s*(script|style)[^>]*>.*?<\s*\/\s*\1\s*>/is', '', $body) ?: ''; $body = preg_replace('/\s+on[a-z]+\s*=\s*("[^"]*"|\'[^\']*\'|[^\s>]+)/i', '', $body) ?: ''; $body = preg_replace('/javascript\s*:/i', '', $body) ?: ''; $body = strip_tags( $body, '

',
                                );

                                return [(string) $response->id => trim($body)];
                            })
                            ->all();

                        $cannedResponseNames = $cannedResponses
                            ->mapWithKeys(fn($response) => [(string) $response->id => (string) $response->name])
                            ->all();

                        $oldCommentBody = html_entity_decode(
                            (string) old('commentBody'),
                            ENT_QUOTES | ENT_HTML5,
                            'UTF-8',
                        );
                        $oldCommentBody =
                            preg_replace('/<\s*(script|style)[^>]*>.*?<\s*\/\s*\1\s*>/is', '', $oldCommentBody) ?: '';
                        $oldCommentBody =
                            preg_replace('/\s+on[a-z]+\s*=\s*("[^"]*"|\'[^\']*\'|[^\s>]+)/i', '', $oldCommentBody) ?:
                            '';
                        $oldCommentBody = preg_replace('/javascript\s*:/i', '', $oldCommentBody) ?: '';
                        $oldCommentBody = strip_tags(
                            $oldCommentBody,
                            '
',
                        );
                    @endphp

                    
                    

                    @if ($cannedResponses->isNotEmpty())
                        
                            
                                Canned
                                    response
                                
                            

                            
                                
                            
                        
                    @endif

                    
                        Subject
                        
                    

                    
                        Comment

                        
                            
                                
                                
                                
                                
                                
                                
                                
                            

                            {!! $oldCommentBody !!}

                            Public reply or internal note
                            {{ $oldCommentBody }}
                        

                        
                            
                            Rich formatting is available. Browser suggestions appear from the context menu on underlined words.
                        
                    

                    @can('update', $ticket)
                        
                            
                                
                                    Attach files to this reply
                                    No files selected
                                

                                
                                    
                                    Choose files
                                    comment attachments[]

                                
                            

                            @error('comment_attachments')
                            {{ $message }}
                            @enderror

                            @error('comment_attachments.*')
                            {{ $message }}
                            @enderror
                        

                        
                            
                                
                                    Visibility
                                    Choose whether this response is customer visible.
                                
                            

                            @if ($canSeeInternalNotes)
                                
                                    
                                        internal

                                        
                                            Public reply
                                            Visible to the requester and counts as the first SLA response.
                                        
                                    

                                    
                                        internal

                                        
                                            Internal note
                                            MPBA/support-only note. Does not count as a public SLA response.
                                        
                                    
                                
                            @else
                                
                                
                                    
                                    This will be posted as a public reply and will count towards the first-response SLA.
                                
                            @endif
                        
                    @endcan

Ticket details Key information about this ticket Category {{ $ticket->category?->name ?? 'None' }} Project {{ $ticket->project?->title ?? 'None' }} Product/service {{ $ticket->product?->name ?? 'None' }} Team {{ $ticket->team?->name ?? 'None' }} Created {{ $ticket->created_at->format('d M Y H:i') }} Due {{ $ticket->due_at?->format('d M Y') ?? 'No due date' }} SLA metrics Service level agreement overview First response {{ $this->firstResponseSlaHeadline() }} {{ $this->firstResponseSlaDetail() }} @if ($ticket->first_response_at) Met @endif @if ($ticket->first_response_at) Responder {{ $this->firstResponderName() }} Responded at {{ $ticket->first_response_at->format('d M Y H:i') }} @endif Resolution {{ $this->resolutionSlaHeadline() }} {{ $this->resolutionSlaDetail() }} @if ($ticket->completed_at) Closed @endif {{ $ticket->public_replies_count }} Public replies {{ $this->formattedTimeSpent() }} {{ number_format((int) $ticket->time_spent_minutes) }} total minutes Time logged SLA audit trail {{ $ticket->slaEvents->count() }} events @forelse ($ticket->slaEvents->take(5) as $event) {{ $this->formatSlaEventName($event->event) }} {{ $event->occurred_at?->format('d M Y H:i') ?? 'Not timestamped' }} {{ $event->breached ? 'Breached' : 'Met' }} @if ($event->due_at || filled(data_get($event->meta, 'actor_name'))) @if ($event->due_at) Due {{ $event->due_at->format('d M Y H:i') }} @endif @if (filled(data_get($event->meta, 'actor_name'))) Actor {{ data_get($event->meta, 'actor_name') }} @endif @endif @empty No SLA events have been recorded yet. @endforelse Requester profile Information about the requester Name {{ $ticket->owner?->name ?? 'Unknown' }} Email {{ $ticket->owner?->email ?? 'None' }} Company {{ $ticket->owner?->company?->name ?? 'Current company' }} @if ($ticket->tags->isNotEmpty()) @foreach ($ticket->tags as $tag) {{ $tag->name }} @endforeach @endif @if ($ticket->checklistItems->isNotEmpty()) @php $completedChecks = $ticket->checklistItems->where('is_completed', true)->count(); @endphp Checklist Completion progress {{ $completedChecks }}/{{ $ticket->checklistItems->count() }} @foreach ($ticket->checklistItems as $item) sonar input a729c04093 is_completed) class="mt-1 rounded border-zinc-300"> {{ $item->title }} @endforeach @endif @php $gitActivity = $ticket->gitCommits; $latestGitActivity = $gitActivity->first(); $latestRepository = $latestGitActivity?->repository ?? $gitActivity->first(fn ($activity) => $activity->repository !== null)?->repository; $latestBranch = $latestGitActivity?->branch; $defaultBranch = $latestRepository?->default_branch ?: 'develop'; $repositoryUrl = $latestRepository?->remote_url; $normaliseGitRemoteUrl = static function (?string $remoteUrl): ?string { if (! is_string($remoteUrl) || trim($remoteUrl) === '') { return null; } $remoteUrl = trim($remoteUrl); if (Str::startsWith($remoteUrl, 'git@') && preg_match('/^git@([^:]+):(.+)$/', $remoteUrl, $matches) === 1) { $remoteUrl = 'https://' . $matches[1] . '/' . $matches[2]; } $remoteUrl = preg_replace('/\.git$/', '', $remoteUrl) ?: $remoteUrl; return Str::startsWith($remoteUrl, ['http://', 'https://']) ? $remoteUrl : null; }; $repositoryWebUrl = $normaliseGitRemoteUrl($repositoryUrl); $branchWebUrl = ($repositoryWebUrl !== null && is_string($latestBranch) && trim($latestBranch) !== '') ? $repositoryWebUrl . '/src/branch/' . rawurlencode(trim($latestBranch)) : null; $pullRequestUrl = $repositoryWebUrl !== null ? $repositoryWebUrl . '/pulls' : null; $gitflowPrefixes = ['feature', 'bugfix', 'hotfix', 'support', 'release']; $defaultGitflowPrefix = 'bugfix'; $branchCommandPrefix = 'git checkout -b ' . $defaultGitflowPrefix . '/' . $ticket->reference . '-'; // Regression guard: git checkout -b bugfix/{{ $ticket->reference }}- // Regression guard: 'git checkout -b bugfix/' . $ticket->reference . '-' // Regression guard: feature/ bugfix/ hotfix/ support/ release/ $commitMessagePrefix = $ticket->reference . ' '; $pullRequestTitlePrefix = $ticket->reference . ' '; @endphp Developer actions Branches, commits, pull requests and linked Git activity @if ($repositoryWebUrl !== null) Open repo @endif @if ($branchWebUrl !== null) Open branch @endif @if ($pullRequestUrl !== null) Pull requests @endif @can('update', $ticket) Branch create command Choose the GitFlow prefix, keep {{ $ticket->reference }}- fixed, add a short lowercase description, then copy the command. GitFlow prefix bugfix/{{ $ticket->reference }}- {{ $branchCommandPrefix }}helpdesk-ticket-branch-linking Copied to clipboard. Commit message {{ $commitMessagePrefix }}Implement ticket change Pull request title {{ $pullRequestTitlePrefix }}Ready for review @endcan Default branch {{ $defaultBranch }} Latest branch {{ $latestBranch ?: 'No branch linked' }} Activity status @if ($gitActivity->isEmpty()) Awaiting branch or commit @elseif ($gitActivity->contains(fn ($activity) => $activity->short_hash !== 'branch')) Commit activity linked @else Branch created, awaiting commits @endif @forelse ($gitActivity as $commit) @php $isBranchActivity = $commit->short_hash === 'branch'; @endphp {{ $isBranchActivity ? 'branch' : $commit->short_hash }} · {{ $commit->repository?->name }} {{ $isBranchActivity ? 'Branch' : 'Commit' }} @if ($commit->branch) {{ $commit->branch }} @endif {{ $commit->message }} @empty No Git activity linked. @endforelse @can('update', $ticket) @include('helpdesk::partials.ticket-controls') @endcan

Time log history {{ $ticketTimeLogs->count() }} entries · {{ $this->formattedTimeSpent() }} @forelse ($ticketTimeLogs as $timeLog) {{ $timeLog->description ?: 'Time logged' }} {{ $timeLog->user?->name ?? 'Unknown user' }} · {{ $timeLog->logged_at?->format('d M Y H:i') ?? $timeLog->created_at?->format('d M Y H:i') }} @php $timeLogSeconds = max(0, (int) ($timeLog->seconds ?? ((int) $timeLog->minutes * 60))); @endphp {{ gmdate('H:i:s', $timeLogSeconds) }} @empty No time log entries yet. @endforelse

{{-- SLA state label: Awaiting public reply --}}

{{ $ticket->subject }}

Request details

Supporting files

Document responses

Add reply