104 lines
4.0 KiB
PHP
104 lines
4.0 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 Modules\Helpdesk\Models\SlaPolicy;
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use Modules\Helpdesk\Models\Ticket;
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use Modules\Helpdesk\Models\TicketSlaEvent;
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final class SlaService
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{
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public function applyPolicy(Ticket $ticket): Ticket
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{
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$policy = $this->policyFor($ticket);
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if (! $policy) {
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return $ticket;
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}
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$createdAt = $ticket->created_at ?? now();
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$ticket->forceFill([
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'sla_policy_id' => $policy->id,
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'sla_first_response_due_at' => $createdAt->copy()->addMinutes($policy->first_response_minutes),
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'sla_resolution_due_at' => $createdAt->copy()->addMinutes($policy->resolution_minutes),
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])->save();
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TicketSlaEvent::query()->create([
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'ticket_id' => $ticket->id,
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'sla_policy_id' => $policy->id,
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'event' => 'sla.policy_applied',
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'due_at' => $ticket->sla_resolution_due_at,
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'occurred_at' => now(),
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'meta' => ['policy' => $policy->name],
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]);
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return $ticket->fresh() ?? $ticket;
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}
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public function recordPublicResponse(Ticket $ticket, User $actor): void
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{
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if ($ticket->first_response_at === null && (int) $ticket->user_id !== (int) $actor->id) {
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$breached = $ticket->sla_first_response_due_at !== null && now()->greaterThan($ticket->sla_first_response_due_at);
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$ticket->forceFill([
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'first_response_at' => now(),
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'sla_first_response_breached_at' => $breached ? now() : $ticket->sla_first_response_breached_at,
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])->save();
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TicketSlaEvent::query()->create([
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'ticket_id' => $ticket->id,
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'sla_policy_id' => $ticket->sla_policy_id,
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'event' => 'sla.first_response',
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'due_at' => $ticket->sla_first_response_due_at,
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'occurred_at' => now(),
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'breached' => $breached,
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]);
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}
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$ticket->increment('public_replies_count');
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}
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public function recordClosure(Ticket $ticket): void
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{
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$breached = $ticket->sla_resolution_due_at !== null && now()->greaterThan($ticket->sla_resolution_due_at);
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$ticket->forceFill(['sla_resolution_breached_at' => $breached ? now() : $ticket->sla_resolution_breached_at])->save();
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TicketSlaEvent::query()->create([
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'ticket_id' => $ticket->id,
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'sla_policy_id' => $ticket->sla_policy_id,
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'event' => 'sla.resolved',
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'due_at' => $ticket->sla_resolution_due_at,
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'occurred_at' => now(),
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'breached' => $breached,
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]);
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}
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public function refreshBreaches(Ticket $ticket): void
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{
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$updates = [];
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if ($ticket->first_response_at === null && $ticket->sla_first_response_due_at !== null && now()->greaterThan($ticket->sla_first_response_due_at)) {
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$updates['sla_first_response_breached_at'] = $ticket->sla_first_response_breached_at ?? now();
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}
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if ($ticket->completed_at === null && $ticket->sla_resolution_due_at !== null && now()->greaterThan($ticket->sla_resolution_due_at)) {
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$updates['sla_resolution_breached_at'] = $ticket->sla_resolution_breached_at ?? now();
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}
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if ($updates !== []) {
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$ticket->forceFill($updates)->save();
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}
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}
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private function policyFor(Ticket $ticket): ?SlaPolicy
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{
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return SlaPolicy::query()
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->where('is_active', true)
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->where(static function ($query) use ($ticket): void {
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$query->whereNull('company_id')->orWhere('company_id', $ticket->company_id);
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})
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->orderByRaw('CASE WHEN priority_id = ? THEN 0 WHEN priority_id IS NULL THEN 1 ELSE 2 END', [$ticket->priority_id])
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->orderByRaw('CASE WHEN category_id = ? THEN 0 WHEN category_id IS NULL THEN 1 ELSE 2 END', [$ticket->category_id])
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->orderByDesc('is_default')
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->first();
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}
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}
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