278 lines
12 KiB
PHP
Executable File
278 lines
12 KiB
PHP
Executable File
<?php
|
|
|
|
declare(strict_types=1);
|
|
|
|
namespace Modules\Helpdesk\Database\Seeders;
|
|
|
|
use Illuminate\Database\Seeder;
|
|
use Illuminate\Support\Facades\Schema;
|
|
use Illuminate\Support\Str;
|
|
use Modules\Helpdesk\Models\CannedResponse;
|
|
use Modules\Helpdesk\Models\Category;
|
|
use Modules\Helpdesk\Models\ChecklistTemplate;
|
|
use Modules\Helpdesk\Models\KanbanBoard;
|
|
use Modules\Helpdesk\Models\Priority;
|
|
use Modules\Helpdesk\Models\Product;
|
|
use Modules\Helpdesk\Models\Project;
|
|
use Modules\Helpdesk\Models\SlaPolicy;
|
|
use Modules\Helpdesk\Models\Status;
|
|
use Modules\Helpdesk\Models\Tag;
|
|
use Modules\Helpdesk\Models\Team;
|
|
use Modules\Helpdesk\Models\WorkflowTemplate;
|
|
|
|
final class HelpdeskDatabaseSeeder extends Seeder
|
|
{
|
|
/**
|
|
* Seed the Helpdesk module lookup data and default workflow templates.
|
|
*/
|
|
public function run(): void
|
|
{
|
|
$this->seedStatuses();
|
|
$this->seedPriorities();
|
|
$this->seedCategories();
|
|
$this->seedTeamsAndProjects();
|
|
$this->seedKanbanBoards();
|
|
$this->seedWorkflowTemplates();
|
|
$this->seedRedmineInspiredDefaults();
|
|
}
|
|
|
|
/**
|
|
* Seed ticket workflow statuses.
|
|
*/
|
|
private function seedStatuses(): void
|
|
{
|
|
|
|
Status::query()->where('is_default', true)->update(['is_default' => false]);
|
|
|
|
foreach ([
|
|
['name' => 'New', 'slug' => 'new', 'color' => 'blue', 'sort_order' => 5, 'is_closed' => false, 'is_default' => true],
|
|
['name' => 'Open', 'slug' => 'open', 'color' => 'green', 'sort_order' => 10, 'is_closed' => false, 'is_default' => false],
|
|
['name' => 'In Progress', 'slug' => 'in-progress', 'color' => 'indigo', 'sort_order' => 20, 'is_closed' => false, 'is_default' => false],
|
|
['name' => 'Waiting Customer', 'slug' => 'waiting-customer', 'color' => 'amber', 'sort_order' => 30, 'is_closed' => false, 'is_default' => false],
|
|
['name' => 'Waiting Third Party', 'slug' => 'waiting-third-party', 'color' => 'purple', 'sort_order' => 40, 'is_closed' => false, 'is_default' => false],
|
|
['name' => 'Resolved', 'slug' => 'resolved', 'color' => 'green', 'sort_order' => 80, 'is_closed' => true, 'is_default' => false],
|
|
['name' => 'Closed', 'slug' => 'closed', 'color' => 'gray', 'sort_order' => 90, 'is_closed' => true, 'is_default' => false],
|
|
['name' => 'Cancelled', 'slug' => 'cancelled', 'color' => 'red', 'sort_order' => 100, 'is_closed' => true, 'is_default' => false],
|
|
] as $row) {
|
|
Status::query()->updateOrCreate(['slug' => $row['slug']], $row);
|
|
}
|
|
}
|
|
|
|
/**
|
|
* Seed ticket priorities.
|
|
*/
|
|
private function seedPriorities(): void
|
|
{
|
|
|
|
Priority::query()->where('is_default', true)->update(['is_default' => false]);
|
|
foreach ([
|
|
['name' => 'Low', 'slug' => 'low', 'color' => 'gray', 'sort_order' => 10, 'is_default' => false],
|
|
['name' => 'Normal', 'slug' => 'normal', 'color' => 'blue', 'sort_order' => 20, 'is_default' => true],
|
|
['name' => 'High', 'slug' => 'high', 'color' => 'amber', 'sort_order' => 30, 'is_default' => false],
|
|
['name' => 'Urgent', 'slug' => 'urgent', 'color' => 'red', 'sort_order' => 40, 'is_default' => false],
|
|
['name' => 'Critical', 'slug' => 'critical', 'color' => 'red', 'sort_order' => 50, 'is_default' => false],
|
|
] as $row) {
|
|
Priority::query()->updateOrCreate(['slug' => $row['slug']], $row);
|
|
}
|
|
}
|
|
|
|
/**
|
|
* Seed ticket categories.
|
|
*/
|
|
private function seedCategories(): void
|
|
{
|
|
Category::query()
|
|
->whereNull('company_id')
|
|
->where('is_default', true)
|
|
->update(['is_default' => false]);
|
|
foreach ([
|
|
['name' => 'Development', 'color' => 'indigo', 'description' => 'Software changes, enhancements and development work.', 'is_default' => true],
|
|
['name' => 'Systems Deployment', 'color' => 'blue', 'description' => 'Deployment, release, infrastructure and environment requests.', 'is_default' => false],
|
|
['name' => 'Concepts', 'color' => 'purple', 'description' => 'Ideas, concepts, design discussion and future improvements.', 'is_default' => false],
|
|
['name' => 'Bug', 'color' => 'red', 'description' => 'Defects, regressions and incorrect behaviour.', 'is_default' => false],
|
|
] as $row) {
|
|
Category::query()->updateOrCreate(
|
|
['company_id' => null, 'slug' => Str::slug($row['name'])],
|
|
$row + ['company_id' => null, 'slug' => Str::slug($row['name'])],
|
|
);
|
|
}
|
|
}
|
|
|
|
/**
|
|
* Seed the default support team and a default project.
|
|
*/
|
|
private function seedTeamsAndProjects(): void
|
|
{
|
|
|
|
Team::query()
|
|
->whereNull('company_id')
|
|
->where('is_default', true)
|
|
->update(['is_default' => false]);
|
|
|
|
Project::query()
|
|
->whereNull('company_id')
|
|
->where('is_default', true)
|
|
->update(['is_default' => false]);
|
|
|
|
$team = Team::query()->updateOrCreate(
|
|
['company_id' => null, 'slug' => 'support'],
|
|
[
|
|
'company_id' => null,
|
|
'name' => 'Support',
|
|
'slug' => 'support',
|
|
'color' => 'blue',
|
|
'description' => 'Default support team for triage, ownership and ticket routing.',
|
|
'is_default' => true,
|
|
],
|
|
);
|
|
|
|
Project::query()->updateOrCreate(
|
|
['company_id' => null, 'slug' => 'support-desk'],
|
|
[
|
|
'company_id' => null,
|
|
'team_id' => $team->id,
|
|
'title' => 'Support Desk',
|
|
'slug' => 'support-desk',
|
|
'color' => 'indigo',
|
|
'description' => 'Default project for operational helpdesk tickets.',
|
|
'is_default' => true,
|
|
],
|
|
);
|
|
}
|
|
|
|
/**
|
|
* Seed the default configurable Kanban board.
|
|
*/
|
|
private function seedKanbanBoards(): void
|
|
{
|
|
KanbanBoard::query()->where('is_default', true)->update(['is_default' => false]);
|
|
|
|
$board = KanbanBoard::query()->updateOrCreate(
|
|
['slug' => 'standard-support'],
|
|
[
|
|
'name' => 'Standard Support',
|
|
'slug' => 'standard-support',
|
|
'description' => 'Default Helpdesk workflow board covering new work through closure.',
|
|
'is_default' => true,
|
|
'sort_order' => 1,
|
|
],
|
|
);
|
|
|
|
$statuses = Status::query()
|
|
->whereIn('slug', ['new', 'open', 'in-progress', 'stalled', 'on-hold', 'closed'])
|
|
->orderBy('sort_order')
|
|
->get();
|
|
|
|
$sync = [];
|
|
|
|
foreach ($statuses as $index => $status) {
|
|
$sync[$status->id] = ['sort_order' => ($index + 1) * 10];
|
|
}
|
|
|
|
$board->statuses()->syncWithoutDetaching($sync);
|
|
}
|
|
|
|
/**
|
|
* Seed default professional workflow email templates.
|
|
*/
|
|
private function seedWorkflowTemplates(): void
|
|
{
|
|
foreach ([
|
|
['name' => 'Ticket raised requester notice', 'event' => 'ticket.created', 'subject' => 'Ticket {{ ticket.reference }} has been raised', 'html_body' => '<p>Hello {{ requester.name }},</p><p>Your ticket <strong>{{ ticket.reference }}</strong> has been raised successfully.</p><p><strong>Subject:</strong> {{ ticket.subject }}</p><p><strong>Priority:</strong> {{ ticket.priority }}</p>', 'to_role' => 'requester'],
|
|
['name' => 'Ticket updated requester notice', 'event' => 'ticket.updated', 'subject' => 'Ticket {{ ticket.reference }} has been updated', 'html_body' => '<p>Hello {{ requester.name }},</p><p>Your ticket <strong>{{ ticket.reference }}</strong> has been updated.</p><p><strong>Status:</strong> {{ ticket.status }}</p><p><strong>Priority:</strong> {{ ticket.priority }}</p>', 'to_role' => 'requester'],
|
|
['name' => 'Ticket response requester notice', 'event' => 'ticket.commented', 'subject' => 'New response on ticket {{ ticket.reference }}', 'html_body' => '<p>Hello {{ requester.name }},</p><p>A new response has been added to <strong>{{ ticket.reference }}</strong>.</p><p><strong>Subject:</strong> {{ ticket.subject }}</p>', 'to_role' => 'requester'],
|
|
['name' => 'Ticket closed requester notice', 'event' => 'ticket.closed', 'subject' => 'Ticket {{ ticket.reference }} has been closed', 'html_body' => '<p>Hello {{ requester.name }},</p><p>Your ticket <strong>{{ ticket.reference }}</strong> has been closed.</p><p>Thank you for using the support desk.</p>', 'to_role' => 'requester'],
|
|
] as $template) {
|
|
WorkflowTemplate::query()->updateOrCreate(
|
|
['name' => $template['name'], 'event' => $template['event']],
|
|
$template + ['text_body' => null, 'cc' => null, 'bcc' => null, 'is_active' => true],
|
|
);
|
|
}
|
|
}
|
|
|
|
/**
|
|
* Seed RedmineUP-inspired professional helpdesk defaults.
|
|
*/
|
|
private function seedRedmineInspiredDefaults(): void
|
|
{
|
|
$medium = Priority::query()->where('slug', 'medium')->first();
|
|
$bug = Category::query()->where('slug', 'bug')->first();
|
|
|
|
SlaPolicy::query()->updateOrCreate(
|
|
['company_id' => null, 'slug' => 'standard-support-sla'],
|
|
[
|
|
'company_id' => null,
|
|
'priority_id' => $medium?->id,
|
|
'category_id' => null,
|
|
'name' => 'Standard Support SLA',
|
|
'slug' => 'standard-support-sla',
|
|
'first_response_minutes' => 240,
|
|
'resolution_minutes' => 2880,
|
|
'business_hours_only' => false,
|
|
'is_default' => true,
|
|
'is_active' => true,
|
|
],
|
|
);
|
|
|
|
CannedResponse::query()->updateOrCreate(
|
|
['company_id' => null, 'slug' => 'professional-acknowledgement'],
|
|
[
|
|
'company_id' => null,
|
|
'category_id' => null,
|
|
'team_id' => null,
|
|
'name' => 'Professional acknowledgement',
|
|
'slug' => 'professional-acknowledgement',
|
|
'visibility' => 'agents',
|
|
'subject' => null,
|
|
'body' => '<p>Hello {{ requester.name }},</p><p>Thank you for the update on {{ ticket.reference }}. I am reviewing this now and will come back with the next action shortly.</p><p>Regards,<br>{{ agent.name }}</p>',
|
|
'is_active' => true,
|
|
'sort_order' => 10,
|
|
],
|
|
);
|
|
|
|
ChecklistTemplate::query()->updateOrCreate(
|
|
['company_id' => null, 'slug' => 'bug-triage-checklist'],
|
|
[
|
|
'company_id' => null,
|
|
'category_id' => $bug?->id,
|
|
'project_id' => null,
|
|
'name' => 'Bug triage checklist',
|
|
'slug' => 'bug-triage-checklist',
|
|
'items' => ['Confirm reproduction steps', 'Check recent deployment/build', 'Identify affected tenant/company', 'Record fix or workaround'],
|
|
'is_active' => true,
|
|
],
|
|
);
|
|
|
|
foreach ([
|
|
['name' => 'Escalated', 'slug' => 'escalated', 'color' => 'red'],
|
|
['name' => 'Waiting on customer', 'slug' => 'waiting-on-customer', 'color' => 'amber'],
|
|
] as $tag) {
|
|
Tag::query()->updateOrCreate(
|
|
['company_id' => null, 'slug' => $tag['slug']],
|
|
$tag + ['company_id' => null],
|
|
);
|
|
}
|
|
|
|
if (Schema::hasColumn('helpdesk_tags', 'is_default')) {
|
|
Tag::query()
|
|
->whereNull('company_id')
|
|
->where('is_default', true)
|
|
->update(['is_default' => false]);
|
|
}
|
|
|
|
Product::query()->updateOrCreate(
|
|
['company_id' => null, 'slug' => 'wms-platform'],
|
|
[
|
|
'company_id' => null,
|
|
'name' => 'WMS Platform',
|
|
'slug' => 'wms-platform',
|
|
'type' => 'service',
|
|
'version' => null,
|
|
'release_channel' => 'core',
|
|
'description' => 'Default service record for WMS platform support tickets.',
|
|
'is_active' => true,
|
|
],
|
|
);
|
|
}
|
|
}
|