122 lines
5.5 KiB
PHP
122 lines
5.5 KiB
PHP
<?php
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declare(strict_types=1);
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namespace Modules\Helpdesk\Services;
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use App\Models\User;
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use Illuminate\Support\Facades\Log;
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use Illuminate\Support\Facades\Mail;
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use Modules\Helpdesk\Models\Ticket;
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use Modules\Helpdesk\Models\WorkflowLog;
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use Modules\Helpdesk\Models\WorkflowTemplate;
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use Throwable;
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final class WorkflowNotificationService
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{
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/**
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* Send all active workflow messages for the supplied ticket event.
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*
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* @param Ticket $ticket
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* @param string $event
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* @param User|null $actor
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* @return void
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*/
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public function dispatch(Ticket $ticket, string $event, ?User $actor = null): void
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{
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$ticket->loadMissing(['owner', 'agent', 'status', 'priority', 'category', 'project', 'team']);
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WorkflowTemplate::query()
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->where('event', $event)
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->where('is_active', true)
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->get()
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->each(function (WorkflowTemplate $template) use ($ticket, $event, $actor): void {
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$recipient = $this->recipient($template->to_role, $ticket, $actor);
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if ($recipient === null || blank($recipient->email ?? null)) {
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$this->log($template, $ticket, $event, null, 'skipped', 'No recipient email was available.');
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return;
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}
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$subject = $this->renderText($template->subject, $ticket, $actor);
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$html = $this->wrapHtml($this->renderText($template->html_body, $ticket, $actor), $ticket);
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$text = $this->renderText($template->text_body ?: strip_tags($template->html_body), $ticket, $actor);
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try {
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Mail::html($html, function ($message) use ($recipient, $template, $subject): void {
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$message->to($recipient->email, $recipient->name ?? null)->subject($subject);
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if (filled($template->cc)) {
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$message->cc(array_map('trim', explode(',', (string) $template->cc)));
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}
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if (filled($template->bcc)) {
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$message->bcc(array_map('trim', explode(',', (string) $template->bcc)));
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}
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});
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$this->log($template, $ticket, $event, (string) $recipient->email, 'sent', null, $subject);
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} catch (Throwable $exception) {
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Log::warning('Helpdesk workflow email failed.', ['event' => $event, 'ticket_id' => $ticket->id, 'error' => $exception->getMessage()]);
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$this->log($template, $ticket, $event, (string) $recipient->email, 'failed', $exception->getMessage(), $subject);
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}
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});
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}
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/** @return User|null */
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private function recipient(string $role, Ticket $ticket, ?User $actor): ?User
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{
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return match ($role) {
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'agent' => $ticket->agent,
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'actor' => $actor,
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default => $ticket->owner,
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};
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}
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private function renderText(string $template, Ticket $ticket, ?User $actor): string
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{
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$tokens = [
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'{{ ticket.reference }}' => $ticket->reference,
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'{{ ticket.subject }}' => $ticket->subject,
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'{{ ticket.status }}' => (string) ($ticket->status?->name ?? ''),
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'{{ ticket.priority }}' => (string) ($ticket->priority?->name ?? ''),
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'{{ ticket.category }}' => (string) ($ticket->category?->name ?? ''),
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'{{ ticket.project }}' => (string) ($ticket->project?->title ?? ''),
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'{{ ticket.team }}' => (string) ($ticket->team?->name ?? ''),
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'{{ requester.name }}' => (string) ($ticket->owner?->name ?? ''),
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'{{ agent.name }}' => (string) ($ticket->agent?->name ?? ''),
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'{{ actor.name }}' => (string) ($actor?->name ?? ''),
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'{{ ticket.url }}' => route('helpdesk.tickets.show', ['ticket' => $ticket->getKey()]),
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];
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return strtr($template, $tokens);
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}
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private function wrapHtml(string $body, Ticket $ticket): string
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{
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return '<div style="font-family:Inter,Arial,sans-serif;background:#f6f8fb;padding:24px">'
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. '<div style="max-width:720px;margin:0 auto;background:#ffffff;border:1px solid #d8dee8;border-radius:18px;overflow:hidden">'
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. '<div style="background:#0f172a;color:#ffffff;padding:24px 28px">'
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. '<div style="font-size:12px;letter-spacing:.18em;text-transform:uppercase;color:#bfdbfe">Helpdesk notification</div>'
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. '<h1 style="margin:8px 0 0;font-size:22px">' . e($ticket->reference) . '</h1>'
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. '<p style="margin:8px 0 0;color:#dbeafe">' . e($ticket->subject) . '</p>'
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. '</div><div style="padding:28px;color:#1f2937;line-height:1.65">'
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. $body
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. '<p style="margin-top:28px"><a href="' . e(route('helpdesk.tickets.show', ['ticket' => $ticket->getKey()])) . '" style="display:inline-block;background:#2563eb;color:#ffffff;text-decoration:none;padding:11px 16px;border-radius:10px">Open ticket</a></p>'
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. '</div></div></div>';
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}
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private function log(WorkflowTemplate $template, Ticket $ticket, string $event, ?string $recipient, string $status, ?string $error = null, ?string $subject = null): void
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{
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WorkflowLog::query()->create([
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'template_id' => $template->id,
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'ticket_id' => $ticket->id,
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'event' => $event,
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'recipient' => $recipient,
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'subject' => $subject,
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'status' => $status,
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'error' => $error,
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]);
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}
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}
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