seedLookupData(); $user = $this->user(['name' => 'Mark Requester']); $product = Product::query()->create(['name' => 'WMS Platform', 'slug' => 'wms-platform', 'type' => 'service', 'is_active' => true]); SlaPolicy::query()->create([ 'name' => 'High Priority SLA', 'slug' => 'high-priority-sla', 'priority_id' => $fixtures['high']->id, 'first_response_minutes' => 30, 'resolution_minutes' => 240, 'is_default' => true, 'is_active' => true, ]); AutomationRule::query()->create([ 'name' => 'Printer escalation', 'slug' => 'printer-escalation', 'match_subject' => 'printer', 'set_priority_id' => $fixtures['high']->id, 'set_team_id' => $fixtures['team']->id, 'is_active' => true, 'sort_order' => 1, ]); ChecklistTemplate::query()->create([ 'name' => 'Bug checklist', 'slug' => 'bug-checklist', 'category_id' => $fixtures['category']->id, 'items' => ['Confirm reproduction', 'Record workaround'], 'is_active' => true, ]); $ticket = app(TicketService::class)->create($user, [ 'subject' => 'Printer labels are failing', 'body' => '

Printer labels fail for every order.

', 'priority_id' => $fixtures['normal']->id, 'category_id' => $fixtures['category']->id, 'project_id' => $fixtures['project']->id, 'product_id' => $product->id, ]); $ticket = $ticket->fresh(['checklistItems']); self::assertSame($fixtures['high']->id, $ticket->priority_id); self::assertSame($fixtures['team']->id, $ticket->team_id); self::assertSame($product->id, $ticket->product_id); self::assertNotNull($ticket->sla_policy_id); self::assertNotNull($ticket->sla_first_response_due_at); self::assertCount(2, $ticket->checklistItems); $this->assertDatabaseHas('helpdesk_ticket_sla_events', ['ticket_id' => $ticket->id, 'event' => 'sla.policy_applied']); } public function test_canned_response_macros_insert_into_ticket_reply_editor(): void { $fixtures = $this->seedLookupData(); $agent = $this->agent(['name' => 'Agent Smith']); $ticket = $this->ticket(['owner' => $this->user(['name' => 'Customer Jane']), 'agent' => $agent, 'status_id' => $fixtures['open']->id, 'priority_id' => $fixtures['normal']->id]); $response = CannedResponse::query()->create([ 'name' => 'Acknowledgement', 'slug' => 'acknowledgement', 'body' => 'Hello {{ requester.name }}, ticket {{ ticket.reference }} is being reviewed by {{ agent.name }}.', 'is_active' => true, ]); Livewire::actingAs($agent) ->test(TicketShow::class, ['ticket' => $ticket]) ->set('canned_response_id', $response->id) ->call('applyCannedResponse') ->assertSet('commentBody', 'Hello Customer Jane, ticket ' . $ticket->reference . ' is being reviewed by Agent Smith.'); } public function test_sla_service_records_first_response_and_resolution_breaches(): void { $fixtures = $this->seedLookupData(); $agent = $this->agent(); $ticket = $this->ticket(['status_id' => $fixtures['open']->id, 'priority_id' => $fixtures['high']->id]); $ticket->forceFill([ 'sla_first_response_due_at' => now()->subMinute(), 'sla_resolution_due_at' => now()->subMinute(), ])->save(); app(SlaService::class)->recordPublicResponse($ticket->fresh(), $agent); app(SlaService::class)->recordClosure($ticket->fresh()); $ticket = $ticket->fresh(); self::assertNotNull($ticket->first_response_at); self::assertNotNull($ticket->sla_first_response_breached_at); self::assertNotNull($ticket->sla_resolution_breached_at); self::assertGreaterThanOrEqual(2, TicketSlaEvent::query()->where('ticket_id', $ticket->id)->count()); } public function test_checklist_items_can_be_toggled_by_agents(): void { $fixtures = $this->seedLookupData(); $agent = $this->agent(); $ticket = $this->ticket(['agent' => $agent, 'status_id' => $fixtures['open']->id, 'priority_id' => $fixtures['normal']->id]); $item = ChecklistItem::query()->create(['ticket_id' => $ticket->id, 'title' => 'Confirm reproduction', 'sort_order' => 10]); $updated = app(ChecklistService::class)->toggle($item, $agent); self::assertTrue($updated->is_completed); self::assertSame($agent->id, $updated->completed_by); self::assertNotNull($updated->completed_at); } }