413 lines
13 KiB
PHP
413 lines
13 KiB
PHP
<?php
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declare(strict_types=1);
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namespace Modules\Helpdesk\Livewire;
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use App\Models\User;
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use Illuminate\Contracts\View\View;
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use Illuminate\Database\Eloquent\Collection as EloquentCollection;
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use Illuminate\Support\Collection;
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use Illuminate\Support\Facades\Auth;
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use Illuminate\Support\Facades\DB;
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use Illuminate\Support\Facades\Schema;
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use Illuminate\Support\Str;
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use Illuminate\Validation\Rule;
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use Livewire\Attributes\Validate;
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use Livewire\Component;
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use Livewire\Features\SupportFileUploads\TemporaryUploadedFile;
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use Livewire\WithFileUploads;
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use Modules\Helpdesk\Models\CannedResponse;
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use Modules\Helpdesk\Models\ChecklistItem;
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use Modules\Helpdesk\Models\Comment;
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use Modules\Helpdesk\Models\Priority;
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use Modules\Helpdesk\Models\Status;
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use Modules\Helpdesk\Models\Ticket;
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use Modules\Helpdesk\Services\CannedResponseRenderer;
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use Modules\Helpdesk\Services\ChecklistService;
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use Modules\Helpdesk\Services\SlaService;
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use Modules\Helpdesk\Services\TicketService;
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use Modules\Helpdesk\Services\WorkflowNotificationService;
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final class TicketShow extends Component
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{
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use WithFileUploads;
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public Ticket $ticket;
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#[Validate('required|string|min:2')]
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public string $commentBody = '';
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public bool $internal = false;
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/** @var array<int, TemporaryUploadedFile> */
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public array $attachments = [];
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public ?int $status_id = null;
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public ?int $priority_id = null;
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public ?int $agent_id = null;
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public ?int $reply_parent_id = null;
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public string $replyBody = '';
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public ?int $canned_response_id = null;
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public function mount(Ticket $ticket): void
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{
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$this->ticket = $this->freshTicket($ticket);
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$this->authorize('view', $this->ticket);
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$this->status_id = $this->ticket->status_id;
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$this->priority_id = $this->ticket->priority_id;
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$this->agent_id = $this->ticket->agent_id;
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}
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public function startReply(int $commentId): void
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{
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$this->reply_parent_id = $commentId;
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$this->replyBody = '';
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}
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public function cancelReply(): void
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{
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$this->reply_parent_id = null;
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$this->replyBody = '';
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}
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public function addComment(TicketService $tickets): void
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{
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$this->authorize('comment', $this->ticket);
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$this->validate([
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'commentBody' => ['required', 'string', 'min:2'],
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'attachments.*' => 'file|max:'.config('helpdesk.max_upload_kb', 10240).'|mimes:'.implode(',', config('helpdesk.allowed_mimes', ['jpg', 'jpeg', 'png', 'pdf', 'txt', 'log', 'zip'])),
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]);
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$tickets->comment($this->ticket, Auth::user(), $this->commentBody, $this->internal, $this->attachments);
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$this->reset(['commentBody', 'internal', 'attachments']);
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$this->ticket = $this->freshTicket($this->ticket);
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$this->dispatch('helpdesk-editor-reset', model: 'commentBody');
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$this->dispatch('helpdesk-comment-added');
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}
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public function addReply(TicketService $tickets): void
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{
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$this->authorize('comment', $this->ticket);
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$this->validate([
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'reply_parent_id' => ['required', 'integer', 'exists:helpdesk_comments,id'],
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'replyBody' => ['required', 'string', 'min:2'],
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]);
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$tickets->comment($this->ticket, Auth::user(), $this->replyBody, $this->internal, [], $this->reply_parent_id);
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$this->reset(['reply_parent_id', 'replyBody']);
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$this->ticket = $this->freshTicket($this->ticket);
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$this->dispatch('helpdesk-editor-reset', model: 'replyBody');
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$this->dispatch('helpdesk-reply-added');
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}
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public function applyCannedResponse(CannedResponseRenderer $renderer): void
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{
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$this->authorize('comment', $this->ticket);
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if ($this->canned_response_id === null) {
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return;
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}
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$response = CannedResponse::query()
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->where('is_active', true)
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->findOrFail($this->canned_response_id);
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$rendered = $renderer->render($response->body, $this->ticket, Auth::user());
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$this->commentBody = trim($this->commentBody."\n\n".$rendered);
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$this->dispatch('helpdesk-canned-response-applied', body: $this->commentBody);
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}
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public function toggleChecklistItem(int $itemId, ChecklistService $checklists): void
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{
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$this->authorize('update', $this->ticket);
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$item = ChecklistItem::query()
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->where('ticket_id', $this->ticket->id)
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->findOrFail($itemId);
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$checklists->toggle($item, Auth::user());
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$this->ticket = $this->freshTicket($this->ticket);
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}
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/**
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* Persist the selected ticket status using a direct table update so Livewire UI wrappers cannot silently fail.
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*/
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public function updateStatus(WorkflowNotificationService $workflow, SlaService $sla): void
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{
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$this->authorize('update', $this->ticket);
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$statusId = $this->normaliseNullableInt($this->status_id);
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validator(
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['status_id' => $statusId],
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['status_id' => ['required', 'integer', Rule::exists('helpdesk_statuses', 'id')]],
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)->validate();
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$status = Status::query()->findOrFail($statusId);
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$updates = [
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'status_id' => $status->id,
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'completed_at' => $status->is_closed ? now() : null,
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'last_activity_at' => now(),
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];
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if (Schema::hasColumn('helpdesk_tickets', 'updated_at')) {
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$updates['updated_at'] = now();
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}
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DB::table('helpdesk_tickets')
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->where('id', $this->ticket->id)
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->update($updates);
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$this->ticket = $this->freshTicket($this->ticket);
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$this->status_id = (int) $this->ticket->status_id;
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if ($status->is_closed) {
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$sla->recordClosure($this->ticket);
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}
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$workflow->dispatch($this->ticket, $status->is_closed ? 'ticket.closed' : 'ticket.updated', Auth::user());
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session()->flash('ticket-action-updated', 'Status updated to '.$this->ticket->status?->name.'.');
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$this->dispatch('helpdesk-status-updated', statusId: $this->status_id);
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}
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/**
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* Persist the selected ticket priority using a direct table update.
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*/
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public function updatePriority(WorkflowNotificationService $workflow): void
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{
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$this->authorize('update', $this->ticket);
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$priorityId = $this->normaliseNullableInt($this->priority_id);
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validator(
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['priority_id' => $priorityId],
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['priority_id' => ['required', 'integer', Rule::exists('helpdesk_priorities', 'id')]],
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)->validate();
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$updates = [
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'priority_id' => $priorityId,
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'last_activity_at' => now(),
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];
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if (Schema::hasColumn('helpdesk_tickets', 'updated_at')) {
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$updates['updated_at'] = now();
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}
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DB::table('helpdesk_tickets')
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->where('id', $this->ticket->id)
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->update($updates);
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$this->ticket = $this->freshTicket($this->ticket);
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$this->priority_id = (int) $this->ticket->priority_id;
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$workflow->dispatch($this->ticket, 'ticket.updated', Auth::user());
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session()->flash('ticket-action-updated', 'Priority updated to '.$this->ticket->priority?->name.'.');
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$this->dispatch('helpdesk-priority-updated', priorityId: $this->priority_id);
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}
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/**
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* Persist the selected ticket assignee.
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*/
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public function updateAgent(WorkflowNotificationService $workflow): void
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{
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$this->authorize('update', $this->ticket);
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$agentId = $this->normaliseNullableInt($this->agent_id);
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validator(
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['agent_id' => $agentId],
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['agent_id' => ['nullable', 'integer', Rule::exists('users', 'id')]],
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)->validate();
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abort_unless(Schema::hasColumn('helpdesk_tickets', 'agent_id'), 500, 'The helpdesk_tickets.agent_id column is missing.');
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$updates = [
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'agent_id' => $agentId,
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'last_activity_at' => now(),
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];
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if (Schema::hasColumn('helpdesk_tickets', 'updated_at')) {
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$updates['updated_at'] = now();
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}
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DB::table('helpdesk_tickets')
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->where('id', $this->ticket->id)
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->update($updates);
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$this->ticket = $this->freshTicket($this->ticket);
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$this->agent_id = $this->ticket->agent_id === null ? null : (int) $this->ticket->agent_id;
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$workflow->dispatch($this->ticket, 'ticket.updated', Auth::user());
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session()->flash('ticket-action-updated', $this->agent_id === null
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? 'Ticket is now unassigned.'
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: 'Ticket assigned to '.$this->ticket->agent?->name.'.');
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$this->dispatch('helpdesk-agent-updated', agentId: $this->agent_id);
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}
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public function render(): View
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{
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return view('helpdesk::livewire.ticket-show', [
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'statuses' => Status::query()->orderBy('sort_order')->get(),
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'priorities' => Priority::query()->orderBy('sort_order')->get(),
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'agents' => $this->agentOptions(),
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'cannedResponses' => CannedResponse::query()->where('is_active', true)->orderBy('sort_order')->orderBy('name')->get(),
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])->layout('layouts.app');
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}
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/**
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* Convert Livewire select values into a nullable integer.
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*/
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private function normaliseNullableInt(mixed $value): ?int
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{
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if ($value === null || $value === '' || $value === '0' || $value === 0) {
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return null;
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}
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return (int) $value;
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}
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private function freshTicket(Ticket $ticket): Ticket
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{
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$ticket = $ticket->fresh([
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'status',
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'priority',
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'category',
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'project',
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'team',
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'product',
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'slaPolicy',
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'slaEvents',
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'ratings',
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'tags',
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'checklistItems',
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'attachments',
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'gitCommits.repository',
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]) ?? $ticket;
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$this->hydrateTicketUsers($ticket);
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$comments = Comment::query()
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->where('ticket_id', $ticket->id)
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->when(! $this->canSeeInternalNotes(), static function ($query): void {
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$query->where('is_internal', false);
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})
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->with(['user.company', 'attachments'])
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->oldest()
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->get();
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$ticket->setRelation('comments', $this->buildCommentTree($comments->groupBy('parent_id')));
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return $ticket;
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}
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/**
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* Load owner and agent users with one query and attach aliases used by the view/workflow.
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*/
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private function hydrateTicketUsers(Ticket $ticket): void
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{
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$userIds = collect([$ticket->user_id, $ticket->agent_id])
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->filter()
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->map(static fn (mixed $id): int => (int) $id)
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->unique()
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->values();
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if ($userIds->isEmpty()) {
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$ticket->setRelation('user', null);
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$ticket->setRelation('owner', null);
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$ticket->setRelation('agent', null);
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return;
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}
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$users = User::query()
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->with('company')
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->whereIn('id', $userIds)
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->get()
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->keyBy('id');
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$owner = $users->get((int) $ticket->user_id);
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$agent = $ticket->agent_id === null ? null : $users->get((int) $ticket->agent_id);
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$ticket->setRelation('user', $owner);
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$ticket->setRelation('owner', $owner);
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$ticket->setRelation('agent', $agent);
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}
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/**
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* Return assignable users for this ticket.
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*
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* The dropdown must never be blank just because optional helpdesk_agent/helpdesk_admin
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* flags are missing or false. Prefer tenant/company users, then fall back to all users.
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*
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* @return EloquentCollection<int, User>
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*/
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private function agentOptions(): EloquentCollection
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{
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$columns = ['id', 'name', 'email'];
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if (Schema::hasColumn('users', 'company_id')) {
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$columns[] = 'company_id';
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}
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$query = User::query()->select($columns)->orderBy('name');
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if ($this->ticket->company_id !== null && Schema::hasColumn('users', 'company_id')) {
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$tenantUsers = (clone $query)
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->where(function ($query): void {
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$query->where('company_id', $this->ticket->company_id)
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->orWhereNull('company_id');
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})
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->when($this->agent_id !== null, function ($query): void {
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$query->orWhere('id', $this->agent_id);
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})
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->get();
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if ($tenantUsers->isNotEmpty()) {
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return $tenantUsers;
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}
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}
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return $query->get();
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}
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/**
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* MPBA/core-company users can see internal notes. Other tenants only see public comments.
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*/
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private function canSeeInternalNotes(): bool
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{
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$company = Auth::user()?->company;
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if ($company === null) {
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return false;
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}
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return (bool) ($company->is_system_company ?? false)
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|| Str::lower((string) ($company->slug ?? '')) === 'mpba-limited'
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|| Str::contains(Str::lower((string) ($company->name ?? '')), 'mpba');
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}
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private function buildCommentTree(Collection $grouped, ?int $parentId = null): Collection
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{
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return $grouped->get($parentId, collect())->map(function ($comment) use ($grouped) {
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$comment->setRelation('replies', $this->buildCommentTree($grouped, (int) $comment->id));
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return $comment;
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})->values();
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}
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}
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