WMS/Modules/Helpdesk/Services/TicketService.php

<?php

declare(strict_types=1);

namespace Modules\Helpdesk\Services;

use App\Models\User;
use Illuminate\Http\UploadedFile;
use Illuminate\Support\Facades\DB;
use Illuminate\Support\Facades\Schema;
use Modules\Helpdesk\Models\Comment;
use Modules\Helpdesk\Models\KanbanBoard;
use Modules\Helpdesk\Models\Status;
use Modules\Helpdesk\Models\Ticket;

final class TicketService
{
    public function __construct(
        private readonly TicketReferenceService $references,
        private readonly AgentAssignmentService $assignment,
        private readonly AttachmentService $attachments,
        private readonly WorkflowNotificationService $workflow,
        private readonly AutomationRuleService $automation,
        private readonly SlaService $sla,
        private readonly ChecklistService $checklists,
    ) {}

    /**
     * Create a ticket and store initial attachments.
     *
     * @param  array<string, mixed>  $data
     * @param  array<int, UploadedFile>  $files
     */
    public function create(User $user, array $data, array $files = []): Ticket
    {
        return DB::transaction(function () use ($user, $data, $files): Ticket {
            $defaultStatusSlug = (string) config('helpdesk.default_status_slug', 'new');
            $status = Schema::hasTable('helpdesk_statuses') && Schema::hasColumn('helpdesk_statuses', 'is_default')
                ? Status::query()->where('is_default', true)->orderBy('sort_order')->first()
                : null;

            if (! $status) {
                $status = Status::query()->where('slug', $defaultStatusSlug)->first();
            }

            if (! $status) {
                $status = Status::query()->create([
                    'name' => 'New',
                    'slug' => $defaultStatusSlug,
                    'color' => 'sky',
                    'sort_order' => 1,
                    'is_closed' => false,
                ]);
            }

            $boardId = $data['board_id'] ?? null;
            if (blank($boardId) && Schema::hasTable('helpdesk_kanban_boards')) {
                $boardId = KanbanBoard::query()
                    ->where('is_default', true)
                    ->orderBy('sort_order')
                    ->value('id') ?: KanbanBoard::query()->orderBy('sort_order')->value('id');
            }

            /** @var Ticket $ticket */
            $ticket = Ticket::query()->create([
                'reference' => $this->references->next(),
                'company_id' => $data['company_id'] ?? ($user->company_id ?? null),
                'user_id' => $user->id,
                'agent_id' => $this->assignment->selectAgentId($data['category_id'] ?? null),
                'status_id' => $status->id,
                'board_id' => $boardId,
                'priority_id' => $data['priority_id'],
                'category_id' => $data['category_id'] ?? null,
                'project_id' => $data['project_id'] ?? null,
                'product_id' => $data['product_id'] ?? null,
                'team_id' => $data['team_id'] ?? null,
                'subject' => $data['subject'],
                'body' => $data['body'],
                'due_at' => $data['due_at'] ?? null,
                'last_activity_at' => now(),
            ]);

            if (! empty($data['tag_ids']) && is_array($data['tag_ids'])) {
                $ticket->tags()->sync(array_values(array_unique(array_map('intval', $data['tag_ids']))));
            }

            $ticket = $this->automation->apply($ticket, $data);
            $ticket = $this->sla->applyPolicy($ticket);
            $this->checklists->applyTemplates($ticket);
            $this->attachments->storeMany($ticket, $files, (int) $user->id);

            $ticket = $ticket->fresh(['status', 'priority', 'category', 'project', 'team', 'product', 'tags', 'attachments', 'checklistItems']) ?? $ticket;
            $this->workflow->dispatch($ticket, 'ticket.created', $user);

            return $ticket;
        });
    }

    /**
     * Add a public or internal comment and optional attachments.
     *
     * @param  array<int, UploadedFile>  $files
     */
    public function comment(Ticket $ticket, User $user, string $body, bool $internal = false, array $files = [], ?int $parentId = null): Comment
    {
        return DB::transaction(function () use ($ticket, $user, $body, $internal, $files, $parentId): Comment {
            /** @var Comment $comment */
            $comment = $ticket->comments()->create([
                'parent_id' => $parentId,
                'user_id' => $user->id,
                'body' => $body,
                'is_internal' => $internal,
            ]);

            $ticket->forceFill(['last_activity_at' => now()])->save();
            if (! $internal) {
                $this->sla->recordPublicResponse($ticket, $user);
            }
            $this->attachments->storeMany($ticket, $files, (int) $user->id, $comment);
            $this->workflow->dispatch($ticket->fresh(['status', 'priority', 'category', 'project', 'team']) ?? $ticket, $parentId === null ? 'ticket.commented' : 'ticket.reply_created', $user);

            return $comment->fresh(['user', 'attachments']) ?? $comment;
        });
    }

    /**
     * Close a ticket.
     */
    public function close(Ticket $ticket, User $user): Ticket
    {
        $status = Status::query()->where('slug', config('helpdesk.closed_status_slug'))->firstOrFail();

        $ticket->forceFill([
            'status_id' => $status->id,
            'completed_at' => now(),
            'last_activity_at' => now(),
        ])->save();

        $ticket = $ticket->fresh(['status', 'priority', 'category', 'project', 'team', 'product']) ?? $ticket;
        $this->sla->recordClosure($ticket);
        $this->workflow->dispatch($ticket, 'ticket.closed', $user);

        return $ticket;
    }
}