vendor/uvdesk/core-framework/Services/TicketService.php line 70

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  1. <?php
  3. namespace Webkul\UVDesk\CoreFrameworkBundle\Services;
  5. use Doctrine\ORM\EntityManagerInterface;
  6. use Doctrine\ORM\Query;
  7. use Symfony\Component\DependencyInjection\ContainerInterface;
  8. use Symfony\Component\Filesystem\Filesystem;
  9. use Symfony\Component\HttpFoundation\Request;
  10. use Symfony\Component\HttpFoundation\Response;
  11. use Symfony\Component\HttpFoundation\RequestStack;
  12. use Symfony\Component\Routing\Generator\UrlGeneratorInterface;
  13. use Symfony\Component\Yaml\Yaml;
  14. use UVDesk\CommunityPackages\UVDesk\FormComponent\Entity;
  15. use UVDesk\CommunityPackages\UVDesk\FormComponent\Entity as CommunityPackageEntities;
  16. use Webkul\UVDesk\AutomationBundle\Entity\PreparedResponses;
  17. use Webkul\UVDesk\CoreFrameworkBundle\Entity\User;
  18. use Webkul\UVDesk\CoreFrameworkBundle\Entity\UserInstance;
  19. use Webkul\UVDesk\CoreFrameworkBundle\Entity\AgentActivity;
  20. use Webkul\UVDesk\CoreFrameworkBundle\Entity\Ticket;
  21. use Webkul\UVDesk\CoreFrameworkBundle\Entity\Thread;
  22. use Webkul\UVDesk\CoreFrameworkBundle\Entity\Tag;
  23. use Webkul\UVDesk\CoreFrameworkBundle\Entity\TicketType;
  24. use Webkul\UVDesk\CoreFrameworkBundle\Entity\TicketStatus;
  25. use Webkul\UVDesk\CoreFrameworkBundle\Entity\TicketPriority;
  26. use Webkul\UVDesk\CoreFrameworkBundle\Entity\SupportRole;
  27. use Webkul\UVDesk\CoreFrameworkBundle\Entity\Website;
  28. use Webkul\UVDesk\CoreFrameworkBundle\Entity\SupportGroup;
  29. use Webkul\UVDesk\CoreFrameworkBundle\Entity\SupportTeam;
  30. use Webkul\UVDesk\CoreFrameworkBundle\Entity\SupportLabel;
  31. use Webkul\UVDesk\CoreFrameworkBundle\Entity\SavedReplies;
  32. use Webkul\UVDesk\CoreFrameworkBundle\Entity\Attachment;
  33. use Webkul\UVDesk\CoreFrameworkBundle\Utils\TokenGenerator;
  34. use Webkul\UVDesk\CoreFrameworkBundle\Workflow\Events as CoreWorkflowEvents;
  35. use Webkul\UVDesk\CoreFrameworkBundle\Services\FileUploadService;
  36. use Webkul\UVDesk\CoreFrameworkBundle\Services\UserService;
  37. use Webkul\UVDesk\MailboxBundle\Utils\Mailbox\Mailbox;
  38. use Webkul\UVDesk\MailboxBundle\Utils\MailboxConfiguration;
  39. use Webkul\UVDesk\MailboxBundle\Utils\IMAP\Configuration as ImapConfiguration;
  40. use Webkul\UVDesk\SupportCenterBundle\Entity\Article;
  41. use Webkul\UVDesk\SupportCenterBundle\Entity\KnowledgebaseWebsite;
  42. use Webkul\UVDesk\MailboxBundle\Services\MailboxService;
  43. use Symfony\Contracts\Translation\TranslatorInterface;
  44. use UVDesk\CommunityPackages\UVDesk as UVDeskCommunityPackages;
  46. class TicketService
  47. {
  48. const PATH_TO_CONFIG = '/config/packages/uvdesk_mailbox.yaml';
  50. protected $container;
  51. protected $requestStack;
  52. protected $entityManager;
  53. protected $fileUploadService;
  54. protected $userService;
  56. public function __construct(
  57. ContainerInterface $container,
  58. RequestStack $requestStack,
  59. EntityManagerInterface $entityManager,
  60. FileUploadService $fileUploadService,
  61. UserService $userService,
  62. MailboxService $mailboxService,
  63. TranslatorInterface $translator
  64. ) {
  65. $this->container = $container;
  66. $this->requestStack = $requestStack;
  67. $this->entityManager = $entityManager;
  68. $this->fileUploadService = $fileUploadService;
  69. $this->userService = $userService;
  70. $this->mailboxService = $mailboxService;
  71. $this->translator = $translator;
  72. }
  74. public function getAllMailboxes()
  75. {
  76. $mailboxConfiguration = $this->mailboxService->parseMailboxConfigurations();
  78. $defaultMailbox = $mailboxConfiguration->getDefaultMailbox();
  80. $collection = array_map(function ($mailbox) use ($defaultMailbox) {
  81. return [
  82. 'id' => $mailbox->getId(),
  83. 'name' => $mailbox->getName(),
  84. 'isEnabled' => $mailbox->getIsEnabled(),
  85. 'email' => $mailbox->getImapConfiguration()->getUsername(),
  86. ];
  87. }, array_values($mailboxConfiguration->getMailboxes()));
  89. return ($collection ?? []);
  90. }
  92. public function generateRandomEmailReferenceId()
  93. {
  94. $emailDomain = null;
  95. $mailbox = $this->mailboxService->parseMailboxConfigurations()->getDefaultMailbox();
  97. if (!empty($mailbox)) {
  98. $smtpConfiguration = $mailbox->getSmtpConfiguration();
  100. if (!empty($smtpConfiguration)) {
  101. $emailDomain = substr($smtpConfiguration->getUsername(), strpos($smtpConfiguration->getUsername(), '@'));
  102. }
  103. }
  105. if (!empty($emailDomain)) {
  106. return sprintf("<%s%s>", TokenGenerator::generateToken(20, '0123456789abcdefghijklmnopqrstuvwxyz'), $emailDomain);
  107. }
  109. return null;
  110. }
  112. // @TODO: Refactor this out of this service. Use UserService::getSessionUser() instead.
  113. public function getUser()
  114. {
  115. return $this->container->get('user.service')->getCurrentUser();
  116. }
  118. public function getDefaultType()
  119. {
  120. $typeCode = $this->container->getParameter('uvdesk.default.ticket.type');
  121. $ticketType = $this->entityManager->getRepository(TicketType::class)->findOneByCode($typeCode);
  123. return !empty($ticketType) ? $ticketType : null;
  124. }
  126. public function getDefaultStatus()
  127. {
  128. $statusCode = $this->container->getParameter('uvdesk.default.ticket.status');
  129. $ticketStatus = $this->entityManager->getRepository(TicketStatus::class)->findOneByCode($statusCode);
  131. return !empty($ticketStatus) ? $ticketStatus : null;
  132. }
  134. public function getDefaultPriority()
  135. {
  136. $priorityCode = $this->container->getParameter('uvdesk.default.ticket.priority');
  137. $ticketPriority = $this->entityManager->getRepository(TicketPriority::class)->findOneByCode($priorityCode);
  139. return !empty($ticketPriority) ? $ticketPriority : null;
  140. }
  142. public function appendTwigSnippet($snippet = '')
  143. {
  144. switch ($snippet) {
  145. case 'createMemberTicket':
  146. return $this->getMemberCreateTicketSnippet();
  147. break;
  148. default:
  149. break;
  150. }
  152. return '';
  153. }
  155. public function getMemberCreateTicketSnippet()
  156. {
  157. $twigTemplatingEngine = $this->container->get('twig');
  158. $ticketTypeCollection = $this->entityManager->getRepository(TicketType::class)->findByIsActive(true);
  160. try {
  161. if ($this->userService->isFileExists('apps/uvdesk/custom-fields')) {
  162. $headerCustomFields = $this->container->get('uvdesk_package_custom_fields.service')->getCustomFieldsArray('user');
  163. } else if ($this->userService->isFileExists('apps/uvdesk/form-component')) {
  164. $headerCustomFields = $this->container->get('uvdesk_package_form_component.service')->getCustomFieldsArray('user');
  165. }
  166. } catch (\Exception $e) {
  167. // @TODO: Log exception message
  168. }
  170. return $twigTemplatingEngine->render('@UVDeskCoreFramework/Snippets/createMemberTicket.html.twig', [
  171. 'ticketTypeCollection' => $ticketTypeCollection,
  172. 'headerCustomFields' => $headerCustomFields ?? null,
  173. ]);
  174. }
  176. public function getCustomerCreateTicketCustomFieldSnippet()
  177. {
  178. try {
  179. if ($this->userService->isFileExists('apps/uvdesk/custom-fields')) {
  180. $customFields = $this->container->get('uvdesk_package_custom_fields.service')->getCustomFieldsArray('customer');
  181. } else if ($this->userService->isFileExists('apps/uvdesk/form-component')) {
  182. $customFields = $this->container->get('uvdesk_package_form_component.service')->getCustomFieldsArray('customer');
  183. }
  184. } catch (\Exception $e) {
  185. // @TODO: Log exception message
  186. }
  188. return $customFields ?? null;
  189. }
  191. public function createTicket(array $params = [])
  192. {
  193. // Only check for duplicate thread if messageId is not null/empty
  194. // findOneByMessageId(null) would match any old thread with null messageId
  195. $thread = !empty($params['messageId'])
  196. ? $this->entityManager->getRepository(Thread::class)->findOneByMessageId($params['messageId'])
  197. : null;
  199. if (empty($thread)) {
  200. $user = $this->entityManager->getRepository(User::class)->findOneByEmail($params['from']);
  202. if (empty($user) || null == $user->getCustomerInstance()) {
  203. $role = $this->entityManager->getRepository(SupportRole::class)->findOneByCode($params['role']);
  204. if (empty($role)) {
  205. throw new \Exception("The requested role '" . $params['role'] . "' does not exist.");
  206. }
  208. // Create User Instance
  209. $user = $this->container->get('user.service')->createUserInstance($params['from'], $params['name'], $role, [
  210. 'source' => strtolower($params['source']),
  211. 'active' => true,
  212. ]);
  213. }
  215. $params['role'] = 4;
  216. $params['mailboxEmail'] = current($params['replyTo']);
  217. $params['customer'] = $params['user'] = $user;
  219. return $this->createTicketBase($params);
  220. }
  222. return ['error' => 'Thread already exists for messageId \'' . ($params['messageId'] ?? 'null') . '\''];
  223. }
  225. public function getDemanedFilterOptions($filterType,$ids) {
  226. $qb = $this->entityManager->createQueryBuilder();
  227. switch ($filterType) {
  228. case 'agent':
  229. $qb->select("u.id,u.email,CONCAT(u.firstName,' ', u.lastName) AS name")->from(User::class, 'u')
  230. ->leftJoin(UserInstance::class, 'ud', 'WITH', 'u.id = ud.user')
  231. ->where('ud.supportRole != :roles')
  232. ->andwhere('ud.isActive = 1')
  233. ->andwhere('u.id IN (:ids)')
  234. ->setParameter('roles', 4)
  235. ->setParameter('ids', $ids)
  236. ->orderBy('name','ASC');
  238. return $qb->getQuery()->getArrayResult();
  239. case 'customer':
  240. $qb->select("c.id,c.email,CONCAT(c.firstName,' ', c.lastName) AS name")->from(User::class, 'c')
  241. ->leftJoin(UserInstance::class, 'ud', 'WITH', 'c.id = ud.user')
  242. ->where('ud.supportRole = :roles')
  243. ->andwhere('ud.isActive = 1')
  244. ->andwhere('c.id IN (:ids)')
  245. ->setParameter('roles', 4)
  246. ->setParameter('ids', $ids)
  247. ->orderBy('name','ASC');
  249. return $qb->getQuery()->getArrayResult();
  250. case 'group':
  251. $qb->select("ug.id,ug.description")->from(SupportGroup::class, 'ug')
  252. ->andwhere('ug.isEnabled = 1')
  253. ->andwhere('ug.id IN (:ids)')
  254. ->setParameter('ids', $ids)
  255. ->orderBy('ug.description','ASC');
  257. return $qb->getQuery()->getArrayResult();
  258. case 'team':
  259. $qb->select("usg.id,usg.description")->from(SupportTeam::class, 'usg')
  260. ->andwhere('usg.isActive = 1')
  261. ->andwhere('usg.id IN (:ids)')
  262. ->setParameter('ids', $ids)
  263. ->orderBy('usg.description','ASC');
  265. return $qb->getQuery()->getArrayResult();
  266. case 'tag':
  267. $qb->select("t.id,t.name")->from(Tag::class, 't')
  268. ->andwhere('t.id IN (:ids)')
  269. ->setParameter('ids', $ids)
  270. ->orderBy('t.name','ASC');
  272. return $qb->getQuery()->getArrayResult();
  273. }
  274. }
  276. public function createTicketBase(array $ticketData = [])
  277. {
  278. if ('email' == $ticketData['source']) {
  279. try {
  280. if (array_key_exists('UVDeskMailboxBundle', $this->container->getParameter('kernel.bundles'))) {
  281. $mailbox = $this->mailboxService->getMailboxByEmail($ticketData['mailboxEmail']);
  282. $ticketData['mailboxEmail'] = $mailbox['email'];
  283. }
  284. } catch (\Exception $e) {
  285. return ['error' => "Mailbox lookup failed for '" . ($ticketData['mailboxEmail'] ?? 'null') . "': " . $e->getMessage()];
  286. }
  287. }
  289. // Set Defaults
  290. $ticketType = !empty($ticketData['type']) ? $ticketData['type'] : $this->getDefaultType();
  291. $ticketStatus = !empty($ticketData['status']) ? $ticketData['status'] : $this->getDefaultStatus();
  292. $ticketPriority = !empty($ticketData['priority']) ? $ticketData['priority'] : $this->getDefaultPriority();
  294. if ('email' == $ticketData['source']) {
  295. $ticketMessageId = !empty($ticketData['messageId']) ? $ticketData['messageId'] : null;
  296. } else {
  297. $ticketMessageId = $this->generateRandomEmailReferenceId();
  298. }
  300. $ticketData['type'] = $ticketType;
  301. $ticketData['status'] = $ticketStatus;
  302. $ticketData['priority'] = $ticketPriority;
  303. $ticketData['messageId'] = $ticketMessageId;
  304. $ticketData['isTrashed'] = false;
  306. $ticket = new Ticket();
  307. foreach ($ticketData as $property => $value) {
  308. $callable = 'set' . ucwords($property);
  310. if (method_exists($ticket, $callable)) {
  311. $ticket->$callable($value);
  312. }
  313. }
  315. $this->entityManager->persist($ticket);
  316. $this->entityManager->flush();
  318. return $this->createThread($ticket, $ticketData);
  319. }
  321. public function createThread(Ticket $ticket, array $threadData)
  322. {
  323. $threadData['isLocked'] = 0;
  325. if ('forward' === $threadData['threadType']) {
  326. $threadData['replyTo'] = $threadData['to'];
  327. }
  329. $collaboratorEmails = [];
  330. // check if $threadData['cc'] is not empty then merge it with $collaboratorEmails
  331. if (! empty($threadData['cc'])) {
  332. if (! is_array($threadData['cc'])) {
  333. $threadData['cc'] = [$threadData['cc']];
  334. }
  336. $collaboratorEmails = array_merge($collaboratorEmails, $threadData['cc']);
  337. }
  339. // check if $threadData['cccol'] is not empty
  340. if (! empty($threadData['cccol'])) {
  341. if (! is_array($threadData['cccol'])) {
  342. $threadData['cccol'] = [$threadData['cccol']];
  343. }
  345. $collaboratorEmails = array_merge($collaboratorEmails, $threadData['cccol']);
  346. }
  348. if (! empty($collaboratorEmails)) {
  349. $threadData['cc'] = $collaboratorEmails;
  350. }
  352. $thread = new Thread();
  353. $thread->setTicket($ticket);
  354. $thread->setCreatedAt(new \DateTime());
  355. $thread->setUpdatedAt(new \DateTime());
  357. if ($threadData['threadType'] != "note") {
  358. foreach ($threadData as $property => $value) {
  359. if (!empty($value)) {
  360. $callable = 'set' . ucwords($property);
  361. if (method_exists($thread, $callable)) {
  362. $thread->$callable($value);
  363. }
  364. }
  365. }
  366. } else {
  367. $this->setTicketNotePlaceholderValue($thread, $threadData, $ticket);
  368. }
  370. // Update ticket reference ids is thread message id is defined
  371. if (null != $thread->getMessageId() && false === strpos($ticket->getReferenceIds(), $thread->getMessageId())) {
  372. $updatedReferenceIds = $ticket->getReferenceIds() . ' ' . $thread->getMessageId();
  373. $ticket->setReferenceIds($updatedReferenceIds);
  375. $this->entityManager->persist($ticket);
  376. }
  378. if ('reply' === $threadData['threadType']) {
  379. if ('agent' === $threadData['createdBy']) {
  380. // Ticket has been updated by support agents, mark as agent replied | customer view pending
  381. $ticket->setIsCustomerViewed(false);
  382. $ticket->setIsReplied(true);
  384. $customerName = $ticket->getCustomer()->getFirstName().' '.$ticket->getCustomer()->getLastName();
  386. $agentActivity = new AgentActivity();
  387. $agentActivity->setThreadType('reply');
  388. $agentActivity->setTicket($ticket);
  389. $agentActivity->setAgent($thread->getUser());
  390. $agentActivity->setCustomerName($customerName);
  391. $agentActivity->setAgentName('agent');
  392. $agentActivity->setCreatedAt(new \DateTime());
  394. $this->entityManager->persist($agentActivity);
  395. } else {
  396. // Ticket has been updated by customer, mark as agent view | reply pending
  397. $ticket->setIsAgentViewed(false);
  398. $ticket->setIsReplied(false);
  399. }
  401. $this->entityManager->persist($ticket);
  402. } else if ('create' === $threadData['threadType']) {
  403. $ticket->setIsReplied(false);
  404. $this->entityManager->persist($ticket);
  406. $customerName = $ticket->getCustomer()->getFirstName().' '.$ticket->getCustomer()->getLastName();
  408. $agentActivity = new AgentActivity();
  409. $agentActivity->setThreadType('create');
  410. $agentActivity->setTicket($ticket);
  411. $agentActivity->setAgent($thread->getUser());
  412. $agentActivity->setCustomerName($customerName );
  413. $agentActivity->setAgentName('agent');
  414. $agentActivity->setCreatedAt(new \DateTime());
  416. $this->entityManager->persist($agentActivity);
  417. }
  419. $ticket->currentThread = $this->entityManager->getRepository(Thread::class)->getTicketCurrentThread($ticket);
  421. $this->entityManager->persist($thread);
  422. $this->entityManager->flush();
  424. $ticket->createdThread = $thread;
  426. // Uploading Attachments.
  427. if (
  428. (isset($threadData['attachments']) && ! empty($threadData['attachments'])) || (isset($threadData['attachmentContent']) && ! empty($threadData['attachmentContent']))
  429. ) {
  430. if ('email' == $threadData['source']) {
  431. // Saving Email attachments in case of outlook with $threadData['attachmentContent']
  432. $this->saveThreadEmailAttachments($thread, $threadData['attachments'], $threadData['attachmentContent'] ?? []);
  433. } else if (!empty($threadData['attachments'])) {
  434. $this->saveThreadAttachment($thread, $threadData['attachments']);
  435. }
  436. }
  438. return $thread;
  439. }
  441. public function setTicketNotePlaceholderValue($thread, $threadData, $ticket)
  442. {
  443. if (!empty($threadData)) {
  444. foreach ($threadData as $property => $value) {
  445. if (!empty($value)) {
  446. $callable = 'set' . ucwords($property);
  447. if (method_exists($thread, $callable)) {
  448. if($callable != "setMessage") {
  449. $thread->$callable($value);
  450. } else {
  451. $notesPlaceholders = $this->getNotePlaceholderValues($ticket, 'customer');
  452. $content = $value;
  453. foreach ($notesPlaceholders as $key => $val) {
  454. if(strpos($value, "{%$key%}") !== false){
  455. $content = strtr($value, ["{%$key%}" => $val, "{% $key %}" => $val]);
  456. }
  457. }
  459. $content = stripslashes($content);
  460. $thread->$callable($content);
  461. }
  462. }
  463. }
  464. }
  465. }
  466. }
  468. public function saveThreadAttachment($thread, array $attachments)
  469. {
  470. $prefix = 'threads/' . $thread->getId();
  471. $uploadManager = $this->container->get('uvdesk.core.file_system.service')->getUploadManager();
  473. foreach ($attachments as $attachment) {
  474. $uploadedFileAttributes = $uploadManager->uploadFile($attachment, $prefix);
  476. if (!empty($uploadedFileAttributes['path'])) {
  477. ($threadAttachment = new Attachment())
  478. ->setThread($thread)
  479. ->setName($uploadedFileAttributes['name'])
  480. ->setPath($uploadedFileAttributes['path'])
  481. ->setSize($uploadedFileAttributes['size'])
  482. ->setContentType($uploadedFileAttributes['content-type']);
  484. $this->entityManager->persist($threadAttachment);
  485. }
  486. }
  488. $this->entityManager->flush();
  489. }
  491. public function saveThreadEmailAttachments($thread, array $attachments, array $attachmentContents)
  492. {
  493. $prefix = 'threads/' . $thread->getId();
  494. $uploadManager = $this->container->get('uvdesk.core.file_system.service')->getUploadManager();
  496. // Upload thread attachments
  497. foreach ($attachments as $attachment) {
  498. $uploadedFileAttributes = $uploadManager->uploadEmailAttachment($attachment, $prefix);
  500. if (!empty($uploadedFileAttributes['path'])) {
  501. ($threadAttachment = new Attachment())
  502. ->setThread($thread)
  503. ->setName($uploadedFileAttributes['name'])
  504. ->setPath($uploadedFileAttributes['path'])
  505. ->setSize($uploadedFileAttributes['size'])
  506. ->setContentType($uploadedFileAttributes['content-type']);
  508. $this->entityManager->persist($threadAttachment);
  509. }
  510. }
  512. // Microsoft 365 Attachments.
  513. $prefixOutlook = 'public/assets/threads/'. $thread->getId(). '/';
  514. foreach ($attachmentContents as $attachmentContent) {
  515. $decodedData = base64_decode(preg_replace('#^data:image/\w+;base64,#i', '', $attachmentContent['content']));
  517. $filePath = $prefixOutlook . $attachmentContent['name'];
  519. if (! is_dir($prefixOutlook)) {
  520. mkdir($prefixOutlook, 0755, true);
  521. }
  523. // Save attachment content to file
  524. if (file_put_contents($filePath, $decodedData) === false) {
  525. error_log("Error: Failed to save attachment to $filePath");
  526. }
  528. if (! empty($filePath)) {
  529. ($threadAttachment = new Attachment())
  530. ->setThread($thread)
  531. ->setName($attachmentContent['name'])
  532. ->setPath(str_replace('public/', '' , $filePath))
  533. ->setSize(23343)
  534. ->setContentType($attachmentContent['mimeType']);
  536. $this->entityManager->persist($threadAttachment);
  537. }
  539. $this->entityManager->flush();
  540. }
  541. }
  543. public function getTypes()
  544. {
  545. static $types;
  546. if (null !== $types)
  547. return $types;
  549. $qb = $this->entityManager->createQueryBuilder();
  550. $qb->select('tp.id','tp.code As name')->from(TicketType::class, 'tp')
  551. ->andWhere('tp.isActive = 1')
  552. ->orderBy('tp.code', 'ASC');
  554. return $types = $qb->getQuery()->getArrayResult();
  555. }
  557. public function getStatus()
  558. {
  559. static $statuses;
  560. if (null !== $statuses)
  561. return $statuses;
  563. $qb = $this->entityManager->createQueryBuilder();
  564. $qb->select('ts')->from(TicketStatus::class, 'ts');
  565. // $qb->orderBy('ts.sortOrder', Criteria::ASC);
  567. return $statuses = $qb->getQuery()->getArrayResult();
  568. }
  570. public function getTicketTotalThreads($ticketId)
  571. {
  572. $qb = $this->entityManager->createQueryBuilder();
  573. $qb->select('COUNT(th.id) as threadCount')->from(Ticket::class, 't')
  574. ->leftJoin('t.threads', 'th')
  575. ->andWhere('t.id = :ticketId')
  576. ->andWhere('th.threadType = :threadType')
  577. ->setParameter('threadType','reply')
  578. ->setParameter('ticketId', $ticketId);
  580. $qb = $this->entityManager->createQueryBuilder();
  581. $qb->select('COUNT(t.id) as threadCount')->from(Thread::class, 't')
  582. ->andWhere('t.ticket = :ticketId')
  583. ->andWhere('t.threadType = :threadType')
  584. ->setParameter('threadType','reply')
  585. ->setParameter('ticketId', $ticketId);
  587. return $qb->getQuery()->getSingleScalarResult();
  588. }
  590. public function getTicketTags($request = null)
  591. {
  592. $qb = $this->entityManager->createQueryBuilder();
  593. $qb->select('tg')->from(Tag::class, 'tg');
  595. if($request) {
  596. $qb->andWhere("tg.name LIKE :tagName");
  597. $qb->setParameter('tagName', '%'.urldecode(trim($request->query->get('query'))).'%');
  598. $qb->andWhere("tg.id NOT IN (:ids)");
  599. $qb->setParameter('ids', explode(',',urldecode($request->query->get('not'))));
  600. }
  602. return $qb->getQuery()->getArrayResult();
  603. }
  605. public function paginateMembersTicketCollection(Request $request)
  606. {
  607. $params = $request->query->all();
  608. $activeUser = $this->container->get('user.service')->getSessionUser();
  609. $activeUserTimeZone = $this->entityManager->getRepository(Website::class)->findOneBy(['code' => 'Knowledgebase']);
  610. $agentTimeZone = !empty($activeUser->getTimezone()) ? $activeUser->getTimezone() : $activeUserTimeZone->getTimezone();
  611. $agentTimeFormat = !empty($activeUser->getTimeformat()) ? $activeUser->getTimeformat() : $activeUserTimeZone->getTimeformat();
  613. $ticketRepository = $this->entityManager->getRepository(Ticket::class);
  615. $website = $this->entityManager->getRepository(Website::class)->findOneBy(['code' => 'helpdesk']);
  616. $timeZone = $website->getTimezone();
  617. $timeFormat = $website->getTimeformat();
  619. $supportGroupReference = $this->entityManager->getRepository(User::class)->getUserSupportGroupReferences($activeUser);
  620. $supportTeamReference = $this->entityManager->getRepository(User::class)->getUserSupportTeamReferences($activeUser);
  622. // Get base query
  623. $baseQuery = $ticketRepository->prepareBaseTicketQuery($activeUser, $supportGroupReference, $supportTeamReference, $params);
  624. $ticketTabs = $ticketRepository->getTicketTabDetails($activeUser, $supportGroupReference, $supportTeamReference, $params);
  626. // Apply Pagination
  627. $pageNumber = !empty($params['page']) ? (int) $params['page'] : 1;
  628. $itemsLimit = !empty($params['limit']) ? (int) $params['limit'] : $ticketRepository::DEFAULT_PAGINATION_LIMIT;
  630. if (isset($params['repliesLess']) || isset($params['repliesMore'])) {
  631. $paginationOptions = ['wrap-queries' => true];
  632. $paginationQuery = $baseQuery->getQuery()
  633. ->setHydrationMode(Query::HYDRATE_ARRAY);
  634. } else {
  635. $paginationOptions = ['distinct' => true];
  636. $paginationQuery = $baseQuery->getQuery()
  637. ->setHydrationMode(Query::HYDRATE_ARRAY)
  638. ->setHint('knp_paginator.count', isset($params['status']) ? $ticketTabs[$params['status']] : $ticketTabs[1]);
  639. }
  641. $pagination = $this->container->get('knp_paginator')->paginate($paginationQuery, $pageNumber, $itemsLimit, $paginationOptions);
  642. // Process Pagination Response
  643. $ticketCollection = [];
  644. $paginationParams = $pagination->getParams();
  645. $paginationData = $pagination->getPaginationData();
  647. $paginationParams['page'] = 'replacePage';
  648. $paginationData['url'] = '#' . $this->container->get('uvdesk.service')->buildPaginationQuery($paginationParams);
  649. // $container->get('default.service')->buildSessionUrl('ticket',$queryParameters);
  652. $ticketThreadCountQueryTemplate = $this->entityManager->createQueryBuilder()
  653. ->select('COUNT(thread.id) as threadCount')
  654. ->from(Ticket::class, 'ticket')
  655. ->leftJoin('ticket.threads', 'thread')
  656. ->where('ticket.id = :ticketId')
  657. ->andWhere('thread.threadType = :threadType')->setParameter('threadType', 'reply');
  659. foreach ($pagination->getItems() as $ticketDetails) {
  660. $ticket = array_shift($ticketDetails);
  662. $ticketThreadCountQuery = clone $ticketThreadCountQueryTemplate;
  663. $ticketThreadCountQuery->setParameter('ticketId', $ticket['id']);
  665. $totalTicketReplies = (int) $ticketThreadCountQuery->getQuery()->getSingleScalarResult();
  666. $ticketHasAttachments = false;
  667. $dbTime = $ticket['createdAt'];
  669. $formattedTime= $this->fomatTimeByPreference($dbTime,$timeZone,$timeFormat,$agentTimeZone,$agentTimeFormat);
  671. $currentDateTime = new \DateTime('now');
  672. if ($this->getLastReply($ticket['id'])) {
  673. $lastRepliedTime =
  674. $this->time2string($currentDateTime->getTimeStamp() - $this->getLastReply($ticket['id'])['createdAt']->getTimeStamp());
  675. } else {
  676. $lastRepliedTime =
  677. $this->time2string($currentDateTime->getTimeStamp() - $ticket['createdAt']->getTimeStamp());
  678. }
  680. $ticketResponse = [
  681. 'id' => $ticket['id'],
  682. 'subject' => $ticket['subject'],
  683. 'isStarred' => $ticket['isStarred'],
  684. 'isAgentView' => $ticket['isAgentViewed'],
  685. 'isTrashed' => $ticket['isTrashed'],
  686. 'source' => $ticket['source'],
  687. 'group' => $ticketDetails['groupName'],
  688. 'team' => $ticketDetails['teamName'],
  689. 'priority' => $ticket['priority'],
  690. 'type' => $ticketDetails['typeName'],
  691. 'timestamp' => $formattedTime['dateTimeZone'],
  692. 'formatedCreatedAt' => $formattedTime['dateTimeZone']->format($formattedTime['timeFormatString']),
  693. 'totalThreads' => $totalTicketReplies,
  694. 'agent' => null,
  695. 'customer' => null,
  696. 'hasAttachments' => $ticketHasAttachments,
  697. 'lastReplyTime' => $lastRepliedTime
  698. ];
  700. if (!empty($ticketDetails['agentId'])) {
  701. $ticketResponse['agent'] = [
  702. 'id' => $ticketDetails['agentId'],
  703. 'name' => $ticketDetails['agentName'],
  704. 'smallThumbnail' => $ticketDetails['smallThumbnail'],
  705. ];
  706. }
  708. if (!empty($ticketDetails['customerId'])) {
  709. $ticketResponse['customer'] = [
  710. 'id' => $ticketDetails['customerId'],
  711. 'name' => $ticketDetails['customerName'],
  712. 'email' => $ticketDetails['customerEmail'],
  713. 'smallThumbnail' => $ticketDetails['customersmallThumbnail'],
  714. ];
  715. }
  717. array_push($ticketCollection, $ticketResponse);
  718. }
  720. return [
  721. 'tickets' => $ticketCollection,
  722. 'pagination' => $paginationData,
  723. 'tabs' => $ticketTabs,
  724. 'labels' => [
  725. 'predefind' => $this->getPredefindLabelDetails($activeUser, $supportGroupReference, $supportTeamReference, $params),
  726. 'custom' => $this->getCustomLabelDetails($this->container),
  727. ],
  729. ];
  730. }
  732. // Convert Timestamp to day/hour/min
  733. Public function time2string($time) {
  734. $d = floor($time/86400);
  735. $_d = ($d < 10 ? '0' : '').$d;
  737. $h = floor(($time-$d*86400)/3600);
  738. $_h = ($h < 10 ? '0' : '').$h;
  740. $m = floor(($time-($d*86400+$h*3600))/60);
  741. $_m = ($m < 10 ? '0' : '').$m;
  743. $s = $time-($d*86400+$h*3600+$m*60);
  744. $_s = ($s < 10 ? '0' : '').$s;
  746. $time_str = "0 minutes";
  747. if ($_d != 00)
  748. $time_str = $_d." ".'days';
  749. elseif ($_h != 00)
  750. $time_str = $_h." ".'hours';
  751. elseif ($_m != 00)
  752. $time_str = $_m." ".'minutes';
  754. return $time_str." "."ago";
  755. }
  757. public function getPredefindLabelDetails(User $currentUser, array $supportGroupIds = [], array $supportTeamIds = [], array $params = [])
  758. {
  759. $data = array();
  760. $queryBuilder = $this->entityManager->createQueryBuilder();
  761. $ticketRepository = $this->entityManager->getRepository(Ticket::class);
  762. $queryBuilder->select('COUNT(DISTINCT ticket.id) as ticketCount')->from(Ticket::class, 'ticket');
  764. // // applyFilter according to permission
  765. $queryBuilder->where('ticket.isTrashed != 1');
  766. $userInstance = $currentUser->getAgentInstance();
  768. if (!empty($userInstance) && 'ROLE_AGENT' == $userInstance->getSupportRole()->getCode()
  769. && $userInstance->getTicketAccesslevel() != 1) {
  770. $supportGroupIds = implode(',', $supportGroupIds);
  771. $supportTeamIds = implode(',', $supportTeamIds);
  773. if ($userInstance->getTicketAccesslevel() == 4) {
  774. $queryBuilder->andWhere('ticket.agent = ' . $currentUser->getId());
  775. } elseif ($userInstance->getTicketAccesslevel() == 2) {
  776. $query = '';
  777. if ($supportGroupIds){
  778. $query .= ' OR supportGroup.id IN('.$supportGroupIds.') ';
  779. }
  780. if ($supportTeamIds) {
  781. $query .= ' OR supportTeam.id IN('.$supportTeamIds.') ';
  782. }
  783. $queryBuilder->leftJoin('ticket.supportGroup', 'supportGroup')
  784. ->leftJoin('ticket.supportTeam', 'supportTeam')
  785. ->andWhere('( ticket.agent = ' . $currentUser->getId().$query.')');
  787. } elseif ($userInstance->getTicketAccesslevel() == 3) {
  788. $query = '';
  789. if ($supportTeamIds) {
  790. $query .= ' OR supportTeam.id IN('.$supportTeamIds.') ';
  791. }
  792. $queryBuilder->leftJoin('ticket.supportGroup', 'supportGroup')
  793. ->leftJoin('ticket.supportTeam', 'supportTeam')
  794. ->andWhere('( ticket.agent = ' . $currentUser->getId().$query. ')');
  795. }
  796. }
  798. // for all tickets count
  799. $data['all'] = $queryBuilder->getQuery()->getSingleScalarResult();
  801. // for new tickets count
  802. $newQb = clone $queryBuilder;
  803. $newQb->andWhere('ticket.isNew = 1');
  804. $data['new'] = $newQb->getQuery()->getSingleScalarResult();
  806. // for unassigned tickets count
  807. $unassignedQb = clone $queryBuilder;
  808. $unassignedQb->andWhere("ticket.agent is NULL");
  809. $data['unassigned'] = $unassignedQb->getQuery()->getSingleScalarResult();
  811. // for unanswered ticket count
  812. $unansweredQb = clone $queryBuilder;
  813. $unansweredQb->andWhere('ticket.isReplied = 0');
  814. $data['notreplied'] = $unansweredQb->getQuery()->getSingleScalarResult();
  816. // for my tickets count
  817. $mineQb = clone $queryBuilder;
  818. $mineQb->andWhere("ticket.agent = :agentId")
  819. ->setParameter('agentId', $currentUser->getId());
  820. $data['mine'] = $mineQb->getQuery()->getSingleScalarResult();
  822. // for starred tickets count
  823. $starredQb = clone $queryBuilder;
  824. $starredQb->andWhere('ticket.isStarred = 1');
  825. $data['starred'] = $starredQb->getQuery()->getSingleScalarResult();
  827. // for trashed tickets count
  828. $trashedQb = clone $queryBuilder;
  829. $trashedQb->where('ticket.isTrashed = 1');
  830. if ($currentUser->getRoles()[0] != 'ROLE_SUPER_ADMIN' && $userInstance->getTicketAccesslevel() != 1) {
  831. $trashedQb->andWhere('ticket.agent = ' . $currentUser->getId());
  832. }
  833. $data['trashed'] = $trashedQb->getQuery()->getSingleScalarResult();
  835. return $data;
  836. }
  838. public function paginateMembersTicketThreadCollection(Ticket $ticket, Request $request)
  839. {
  840. $params = $request->query->all();
  841. $entityManager = $this->entityManager;
  842. $activeUser = $this->container->get('user.service')->getSessionUser();
  844. $activeUserTimeZone = $this->entityManager->getRepository(Website::class)->findOneBy(['code' => 'Knowledgebase']);
  845. $agentTimeZone = !empty($activeUser->getTimezone()) ? $activeUser->getTimezone() : $activeUserTimeZone->getTimezone();
  846. $agentTimeFormat = !empty($activeUser->getTimeformat()) ? $activeUser->getTimeformat() : $activeUserTimeZone->getTimeformat();
  848. $threadRepository = $entityManager->getRepository(Thread::class);
  849. $uvdeskFileSystemService = $this->container->get('uvdesk.core.file_system.service');
  851. // Get base query
  852. $enableLockedThreads = $this->container->get('user.service')->isAccessAuthorized('ROLE_AGENT_MANAGE_LOCK_AND_UNLOCK_THREAD');
  853. $baseQuery = $threadRepository->prepareBasePaginationRecentThreadsQuery($ticket, $params, $enableLockedThreads);
  855. // Apply Pagination
  856. $paginationItemsQuery = clone $baseQuery;
  857. $totalPaginationItems = $paginationItemsQuery->select('COUNT(DISTINCT thread.id)')->getQuery()->getSingleScalarResult();
  859. $pageNumber = !empty($params['page']) ? (int) $params['page'] : 1;
  860. $itemsLimit = !empty($params['limit']) ? (int) $params['limit'] : $threadRepository::DEFAULT_PAGINATION_LIMIT;
  862. $paginationOptions = ['distinct' => true];
  863. $paginationQuery = $baseQuery->getQuery()->setHydrationMode(Query::HYDRATE_ARRAY)->setHint('knp_paginator.count', (int) $totalPaginationItems);
  865. $pagination = $this->container->get('knp_paginator')->paginate($paginationQuery, $pageNumber, $itemsLimit, $paginationOptions);
  867. // Process Pagination Response
  868. $threadCollection = [];
  869. $paginationParams = $pagination->getParams();
  870. $paginationData = $pagination->getPaginationData();
  872. $website = $this->entityManager->getRepository(Website::class)->findOneBy(['code' => 'helpdesk']);
  873. $timeZone = $website->getTimezone();
  874. $timeFormat = $website->getTimeformat();
  876. if (!empty($params['threadRequestedId'])) {
  877. $requestedThreadCollection = $baseQuery
  878. ->andWhere('thread.id >= :threadRequestedId')->setParameter('threadRequestedId', (int) $params['threadRequestedId'])
  879. ->getQuery()->getArrayResult();
  881. $totalRequestedThreads = count($requestedThreadCollection);
  882. $paginationData['current'] = ceil($totalRequestedThreads / $threadRepository::DEFAULT_PAGINATION_LIMIT);
  884. if ($paginationData['current'] > 1) {
  885. $paginationData['firstItemNumber'] = 1;
  886. $paginationData['lastItemNumber'] = $totalRequestedThreads;
  887. $paginationData['next'] = ceil(($totalRequestedThreads + 1) / $threadRepository::DEFAULT_PAGINATION_LIMIT);
  888. }
  889. }
  891. $paginationParams['page'] = 'replacePage';
  892. $paginationData['url'] = '#' . $this->container->get('uvdesk.service')->buildPaginationQuery($paginationParams);
  893. foreach ($pagination->getItems() as $threadDetails) {
  894. $dbTime = $threadDetails['createdAt'];
  895. $formattedTime = $this->fomatTimeByPreference($dbTime,$timeZone,$timeFormat,$agentTimeZone,$agentTimeFormat);
  897. $threadResponse = [
  898. 'id' => $threadDetails['id'],
  899. 'user' => null,
  900. 'fullname' => null,
  901. 'reply' => html_entity_decode($threadDetails['message']),
  902. 'source' => $threadDetails['source'],
  903. 'threadType' => $threadDetails['threadType'],
  904. 'userType' => $threadDetails['createdBy'],
  905. 'timestamp' => $formattedTime['dateTimeZone'],
  906. 'formatedCreatedAt' => $formattedTime['dateTimeZone']->format($formattedTime['timeFormatString']),
  907. 'bookmark' => $threadDetails['isBookmarked'],
  908. 'isLocked' => $threadDetails['isLocked'],
  909. 'replyTo' => $threadDetails['replyTo'],
  910. 'cc' => $threadDetails['cc'],
  911. 'bcc' => $threadDetails['bcc'],
  912. 'attachments' => $threadDetails['attachments'],
  913. ];
  915. if (!empty($threadDetails['user'])) {
  916. $threadResponse['fullname'] = trim($threadDetails['user']['firstName'] . ' ' . $threadDetails['user']['lastName']);
  917. $threadResponse['user'] = [
  918. 'id' => $threadDetails['user']['id'],
  919. 'smallThumbnail' => $threadDetails['user']['userInstance'][0]['profileImagePath'],
  920. 'name' => $threadResponse['fullname'],
  921. ];
  922. }
  924. if (!empty($threadResponse['attachments'])) {
  925. $threadResponse['attachments'] = array_map(function ($attachment) use ($entityManager, $uvdeskFileSystemService) {
  926. $attachmentReferenceObject = $entityManager->getReference(Attachment::class, $attachment['id']);
  927. return $uvdeskFileSystemService->getFileTypeAssociations($attachmentReferenceObject);
  928. }, $threadResponse['attachments']);
  929. }
  931. array_push($threadCollection, $threadResponse);
  932. }
  934. return [
  935. 'threads' => $threadCollection,
  936. 'pagination' => $paginationData,
  937. ];
  938. }
  940. public function massXhrUpdate(Request $request)
  941. {
  942. $params = $request->request->get('data');
  944. foreach ($params['ids'] as $ticketId) {
  945. $ticket = $this->entityManager->getRepository(Ticket::class)->find($ticketId);
  947. if (false == $this->isTicketAccessGranted($ticket)) {
  948. throw new \Exception('Access Denied', 403);
  949. }
  951. if (empty($ticket)) {
  952. continue;
  953. }
  955. switch ($params['actionType']) {
  956. case 'trashed':
  957. if (false == $ticket->getIsTrashed()) {
  958. $ticket->setIsTrashed(true);
  960. $this->entityManager->persist($ticket);
  961. }
  963. // Trigger ticket delete event
  964. $event = new CoreWorkflowEvents\Ticket\Delete();
  965. $event
  966. ->setTicket($ticket)
  967. ;
  969. $this->container->get('event_dispatcher')->dispatch($event, 'uvdesk.automation.workflow.execute');
  971. break;
  972. case 'delete':
  973. $threads = $ticket->getThreads();
  974. $fileService = new Filesystem();
  976. if (count($threads) > 0) {
  977. foreach($threads as $thread) {
  978. if (!empty($thread)) {
  979. $fileService->remove($this->container->getParameter('kernel.project_dir').'/public/assets/threads/'.$thread->getId());
  980. }
  981. }
  982. }
  984. $this->entityManager->remove($ticket);
  986. break;
  987. case 'restored':
  988. if (true == $ticket->getIsTrashed()) {
  989. $ticket->setIsTrashed(false);
  991. $this->entityManager->persist($ticket);
  992. }
  994. break;
  995. case 'agent':
  996. if ($ticket->getAgent() == null || $ticket->getAgent() && $ticket->getAgent()->getId() != $params['targetId']) {
  998. $agent = $this->entityManager->getRepository(User::class)->find($params['targetId']);
  999. $ticket->setAgent($agent);
  1001. $this->entityManager->persist($ticket);
  1003. // Trigger Agent Assign event
  1004. $event = new CoreWorkflowEvents\Ticket\Agent();
  1005. $event
  1006. ->setTicket($ticket)
  1007. ;
  1009. $this->container->get('event_dispatcher')->dispatch($event, 'uvdesk.automation.workflow.execute');
  1010. }
  1012. break;
  1013. case 'status':
  1014. if ($ticket->getStatus() == null || $ticket->getStatus() && $ticket->getStatus()->getId() != $params['targetId']) {
  1016. $status = $this->entityManager->getRepository(TicketStatus::class)->findOneById($params['targetId']);
  1017. $ticket->setStatus($status);
  1019. $this->entityManager->persist($ticket);
  1021. // Trigger ticket status event
  1022. $event = new CoreWorkflowEvents\Ticket\Status();
  1023. $event
  1024. ->setTicket($ticket)
  1025. ;
  1027. $this->container->get('event_dispatcher')->dispatch($event, 'uvdesk.automation.workflow.execute');
  1028. }
  1030. break;
  1031. case 'type':
  1032. if ($ticket->getType() == null || $ticket->getType() && $ticket->getType()->getId() != $params['targetId']) {
  1034. $type = $this->entityManager->getRepository(TicketType::class)->findOneById($params['targetId']);
  1035. $ticket->setType($type);
  1037. $this->entityManager->persist($ticket);
  1039. // Trigger ticket type event
  1040. $event = new CoreWorkflowEvents\Ticket\Type();
  1041. $event
  1042. ->setTicket($ticket)
  1043. ;
  1045. $this->container->get('event_dispatcher')->dispatch($event, 'uvdesk.automation.workflow.execute');
  1046. }
  1048. break;
  1049. case 'group':
  1050. if ($ticket->getSupportGroup() == null || $ticket->getSupportGroup() && $ticket->getSupportGroup()->getId() != $params['targetId']) {
  1052. $group = $this->entityManager->getRepository(SupportGroup::class)->find($params['targetId']);
  1053. $ticket->setSupportGroup($group);
  1055. $this->entityManager->persist($ticket);
  1057. // Trigger Support group event
  1058. $event = new CoreWorkflowEvents\Ticket\Group();
  1059. $event
  1060. ->setTicket($ticket)
  1061. ;
  1063. $this->container->get('event_dispatcher')->dispatch($event, 'uvdesk.automation.workflow.execute');
  1064. }
  1066. break;
  1067. case 'team':
  1068. if ($ticket->getSupportTeam() == null || $ticket->getSupportTeam() && $ticket->getSupportTeam()->getId() != $params['targetId']){
  1070. $team = $this->entityManager->getRepository(SupportTeam::class)->find($params['targetId']);
  1071. $ticket->setSupportTeam($team);
  1073. $this->entityManager->persist($ticket);
  1075. // Trigger team event
  1076. $event = new CoreWorkflowEvents\Ticket\Team();
  1077. $event
  1078. ->setTicket($ticket)
  1079. ;
  1081. $this->container->get('event_dispatcher')->dispatch($event, 'uvdesk.automation.workflow.execute');
  1082. }
  1084. break;
  1085. case 'priority':
  1086. if ($ticket->getPriority() == null || $ticket->getPriority() && $ticket->getPriority()->getId() != $params['targetId']) {
  1088. $priority = $this->entityManager->getRepository(TicketPriority::class)->find($params['targetId']);
  1089. $ticket->setPriority($priority);
  1091. $this->entityManager->persist($ticket);
  1093. // Trigger ticket Priority event
  1094. $event = new CoreWorkflowEvents\Ticket\Priority();
  1095. $event
  1096. ->setTicket($ticket)
  1097. ;
  1099. $this->container->get('event_dispatcher')->dispatch($event, 'uvdesk.automation.workflow.execute');
  1100. }
  1102. break;
  1103. case 'label':
  1104. $label = $this->entityManager->getRepository(SupportLabel::class)->find($params['targetId']);
  1106. if ($label && !$this->entityManager->getRepository(Ticket::class)->isLabelAlreadyAdded($ticket, $label)) {
  1107. $ticket->addSupportLabel($label);
  1108. }
  1110. $this->entityManager->persist($ticket);
  1112. break;
  1113. default:
  1114. break;
  1115. }
  1116. }
  1118. $this->entityManager->flush();
  1120. if ($params['actionType'] == 'trashed') {
  1121. $message = 'Success ! Tickets moved to trashed successfully.';
  1122. } elseif ($params['actionType'] == 'restored') {
  1123. $message = 'Success ! Tickets restored successfully.';
  1124. } elseif ($params['actionType'] == 'delete') {
  1125. $message = 'Success ! Tickets removed successfully.';
  1126. } elseif ($params['actionType'] == 'agent'){
  1127. $message = 'Success ! Agent assigned successfully.';
  1128. } elseif ($params['actionType'] == 'status'){
  1129. $message = 'Success ! Tickets status updated successfully.';
  1130. } elseif ($params['actionType'] == 'type'){
  1131. $message = 'Success ! Tickets type updated successfully.';
  1132. } elseif ($params['actionType'] == 'group'){
  1133. $message = 'Success ! Tickets group updated successfully.';
  1134. } elseif ($params['actionType'] == 'team') {
  1135. $message = 'Success ! Tickets team updated successfully.';
  1136. } elseif ($params['actionType'] == 'priority') {
  1137. $message = 'Success ! Tickets priority updated successfully.';
  1138. } elseif ($params['actionType'] == 'label') {
  1139. $message = 'Success ! Tickets added to label successfully.';
  1140. } else {
  1141. $message = 'Success ! Tickets have been updated successfully';
  1142. }
  1144. return [
  1145. 'alertClass' => 'success',
  1146. 'alertMessage' => $this->trans($message),
  1147. ];
  1148. }
  1150. public function getNotePlaceholderValues($ticket, $type = "customer")
  1151. {
  1152. $variables = array();
  1153. $variables['ticket.id'] = $ticket->getId();
  1154. $variables['ticket.subject'] = $ticket->getSubject();
  1156. $variables['ticket.status'] = $ticket->getStatus()->getCode();
  1157. $variables['ticket.priority'] = $ticket->getPriority()->getCode();
  1158. if($ticket->getSupportGroup())
  1159. $variables['ticket.group'] = $ticket->getSupportGroup()->getName();
  1160. else
  1161. $variables['ticket.group'] = '';
  1163. $variables['ticket.team'] = ($ticket->getSupportTeam() ? $ticket->getSupportTeam()->getName() : '');
  1165. $customer = $this->container->get('user.service')->getCustomerPartialDetailById($ticket->getCustomer()->getId());
  1166. $variables['ticket.customerName'] = $customer['name'];
  1167. $userService = $this->container->get('user.service');
  1169. $variables['ticket.agentName'] = '';
  1170. $variables['ticket.agentEmail'] = '';
  1171. if ($ticket->getAgent()) {
  1172. $agent = $this->container->get('user.service')->getAgentDetailById($ticket->getAgent()->getId());
  1173. if($agent) {
  1174. $variables['ticket.agentName'] = $agent['name'];
  1175. $variables['ticket.agentEmail'] = $agent['email'];
  1176. }
  1177. }
  1179. $router = $this->container->get('router');
  1181. if ($type == 'customer') {
  1182. $ticketListURL = $router->generate('helpdesk_member_ticket_collection', [
  1183. 'id' => $ticket->getId(),
  1184. ], UrlGeneratorInterface::ABSOLUTE_URL);
  1185. } else {
  1186. $ticketListURL = $router->generate('helpdesk_customer_ticket_collection', [
  1187. 'id' => $ticket->getId(),
  1188. ], UrlGeneratorInterface::ABSOLUTE_URL);
  1189. }
  1191. $variables['ticket.link'] = sprintf("<a href='%s'>#%s</a>", $ticketListURL, $ticket->getId());
  1193. return $variables;
  1194. }
  1196. public function paginateMembersTicketTypeCollection(Request $request)
  1197. {
  1198. // Get base query
  1199. $params = $request->query->all();
  1200. $ticketRepository = $this->entityManager->getRepository(Ticket::class);
  1201. $paginationQuery = $ticketRepository->prepareBasePaginationTicketTypesQuery($params);
  1203. // Apply Pagination
  1204. $paginationOptions = ['distinct' => true];
  1205. $pageNumber = !empty($params['page']) ? (int) $params['page'] : 1;
  1206. $itemsLimit = !empty($params['limit']) ? (int) $params['limit'] : $ticketRepository::DEFAULT_PAGINATION_LIMIT;
  1208. $pagination = $this->container->get('knp_paginator')->paginate($paginationQuery, $pageNumber, $itemsLimit, $paginationOptions);
  1210. // Process Pagination Response
  1211. $paginationParams = $pagination->getParams();
  1212. $paginationData = $pagination->getPaginationData();
  1214. $paginationParams['page'] = 'replacePage';
  1215. $paginationData['url'] = '#' . $this->container->get('uvdesk.service')->buildPaginationQuery($paginationParams);
  1217. return [
  1218. 'types' => array_map(function ($ticketType) {
  1219. return [
  1220. 'id' => $ticketType->getId(),
  1221. 'code' => strtoupper($ticketType->getCode()),
  1222. 'description' => $ticketType->getDescription(),
  1223. 'isActive' => $ticketType->getIsActive(),
  1224. ];
  1225. }, $pagination->getItems()),
  1226. 'pagination_data' => $paginationData,
  1227. ];
  1228. }
  1230. public function paginateMembersTagCollection(Request $request)
  1231. {
  1232. // Get base query
  1233. $params = $request->query->all();
  1234. $ticketRepository = $this->entityManager->getRepository(Ticket::class);
  1235. $baseQuery = $ticketRepository->prepareBasePaginationTagsQuery($params);
  1237. // Apply Pagination
  1238. $paginationResultsQuery = clone $baseQuery;
  1239. $paginationResultsQuery->select('COUNT(supportTag.id)');
  1240. $paginationQuery = $baseQuery->getQuery()->setHydrationMode(Query::HYDRATE_ARRAY)->setHint('knp_paginator.count', count($paginationResultsQuery->getQuery()->getResult()));
  1242. $paginationOptions = ['distinct' => true];
  1243. $pageNumber = !empty($params['page']) ? (int) $params['page'] : 1;
  1244. $itemsLimit = !empty($params['limit']) ? (int) $params['limit'] : $ticketRepository::DEFAULT_PAGINATION_LIMIT;
  1246. $pagination = $this->container->get('knp_paginator')->paginate($paginationQuery, $pageNumber, $itemsLimit, $paginationOptions);
  1248. // Process Pagination Response
  1249. $paginationParams = $pagination->getParams();
  1250. $paginationData = $pagination->getPaginationData();
  1252. $paginationParams['page'] = 'replacePage';
  1253. $paginationData['url'] = '#' . $this->container->get('uvdesk.service')->buildPaginationQuery($paginationParams);
  1255. if (in_array('UVDeskSupportCenterBundle', array_keys($this->container->getParameter('kernel.bundles')))) {
  1256. $articleRepository = $this->entityManager->getRepository(Article::class);
  1258. return [
  1259. 'tags' => array_map(function ($supportTag) use ($articleRepository) {
  1260. return [
  1261. 'id' => $supportTag['id'],
  1262. 'name' => $supportTag['name'],
  1263. 'ticketCount' => $supportTag['totalTickets'],
  1264. 'articleCount' => $articleRepository->getTotalArticlesBySupportTag($supportTag['id']),
  1265. ];
  1266. }, $pagination->getItems()),
  1267. 'pagination_data' => $paginationData,
  1268. ];
  1269. } else {
  1270. return [
  1271. 'tags' => array_map(function ($supportTag) {
  1272. return [
  1273. 'id' => $supportTag['id'],
  1274. 'name' => $supportTag['name'],
  1275. 'ticketCount' => $supportTag['totalTickets'],
  1276. ];
  1277. }, $pagination->getItems()),
  1278. 'pagination_data' => $paginationData,
  1279. ];
  1280. }
  1281. }
  1283. public function getTicketInitialThreadDetails(Ticket $ticket)
  1284. {
  1285. $initialThread = $this->entityManager->getRepository(Thread::class)->findOneBy([
  1286. 'ticket' => $ticket,
  1287. 'threadType' => 'create',
  1288. ]);
  1290. if (!empty($initialThread)) {
  1291. $author = $initialThread->getUser();
  1292. $authorInstance = 'agent' == $initialThread->getCreatedBy() ? $author->getAgentInstance() : $author->getCustomerInstance();
  1294. $threadDetails = [
  1295. 'id' => $initialThread->getId(),
  1296. 'source' => $initialThread->getSource(),
  1297. 'messageId' => $initialThread->getMessageId(),
  1298. 'threadType' => $initialThread->getThreadType(),
  1299. 'createdBy' => $initialThread->getCreatedBy(),
  1300. 'message' => html_entity_decode($initialThread->getMessage()),
  1301. 'attachments' => $initialThread->getAttachments(),
  1302. 'timestamp' => $initialThread->getCreatedAt()->getTimestamp(),
  1303. 'createdAt' => $initialThread->getCreatedAt()->format('d-m-Y h:ia'),
  1304. 'user' => $authorInstance->getPartialDetails(),
  1305. 'cc' => is_array($initialThread->getCc()) ? implode(', ', $initialThread->getCc()) : '',
  1306. ];
  1308. $attachments = $threadDetails['attachments']->getValues();
  1310. if (!empty($attachments)) {
  1311. $uvdeskFileSystemService = $this->container->get('uvdesk.core.file_system.service');
  1313. $threadDetails['attachments'] = array_map(function ($attachment) use ($uvdeskFileSystemService) {
  1314. return $uvdeskFileSystemService->getFileTypeAssociations($attachment);
  1315. }, $attachments);
  1316. }
  1317. }
  1319. return $threadDetails ?? null;
  1320. }
  1322. public function getCreateReply($ticketId, $firewall = 'member')
  1323. {
  1324. $qb = $this->entityManager->createQueryBuilder();
  1325. $qb->select("th,a,u.id as userId")->from(Thread::class, 'th')
  1326. ->leftJoin('th.ticket','t')
  1327. ->leftJoin('th.attachments', 'a')
  1328. ->leftJoin('th.user','u')
  1329. ->andWhere('t.id = :ticketId')
  1330. ->andWhere('th.threadType = :threadType')
  1331. ->setParameter('threadType','create')
  1332. ->setParameter('ticketId',$ticketId)
  1333. ->orderBy('th.id', 'DESC')
  1334. ->getMaxResults(1);
  1336. $threadResponse = $qb->getQuery()->getArrayResult();
  1338. if ((!empty($threadResponse[0][0]))) {
  1339. $threadDetails = $threadResponse[0][0];
  1340. $userService = $this->container->get('user.service');
  1342. if ($threadDetails['createdBy'] == 'agent') {
  1343. $threadDetails['user'] = $userService->getAgentDetailById($threadResponse[0]['userId']);
  1344. } else {
  1345. $threadDetails['user'] = $userService->getCustomerPartialDetailById($threadResponse[0]['userId']);
  1346. }
  1348. $threadDetails['reply'] = html_entity_decode($threadDetails['message']);
  1349. $threadDetails['formatedCreatedAt'] = $this->timeZoneConverter($threadDetails['createdAt']);
  1350. $threadDetails['timestamp'] = $userService->convertToDatetimeTimezoneTimestamp($threadDetails['createdAt']);
  1352. if (!empty($threadDetails['attachments'])) {
  1353. $entityManager = $this->entityManager;
  1354. $uvdeskFileSystemService = $this->container->get('uvdesk.core.file_system.service');
  1356. $threadDetails['attachments'] = array_map(function ($attachment) use ($entityManager, $uvdeskFileSystemService, $firewall) {
  1357. $attachmentReferenceObject = $entityManager->getReference(Attachment::class, $attachment['id']);
  1358. return $uvdeskFileSystemService->getFileTypeAssociations($attachmentReferenceObject, $firewall);
  1359. }, $threadDetails['attachments']);
  1360. }
  1361. }
  1363. return $threadDetails ?? null;
  1364. }
  1366. public function hasAttachments($ticketId) {
  1367. $qb = $this->entityManager->createQueryBuilder();
  1368. $qb->select("DISTINCT COUNT(a.id) as attachmentCount")->from(Thread::class, 'th')
  1369. ->leftJoin('th.ticket','t')
  1370. ->leftJoin('th.attachments','a')
  1371. ->andWhere('t.id = :ticketId')
  1372. ->setParameter('ticketId',$ticketId);
  1374. return intval($qb->getQuery()->getSingleScalarResult());
  1375. }
  1377. public function getAgentDraftReply()
  1378. {
  1379. $signature = $this->getUser()->getAgentInstance()->getSignature();
  1381. return str_replace( "\n", '<br/>', $signature);
  1382. }
  1384. public function trans($text)
  1385. {
  1386. return $this->container->get('translator')->trans($text);
  1387. }
  1389. public function getAllSources()
  1390. {
  1391. $sources = ['email' => 'Email', 'website' => 'Website'];
  1393. return $sources;
  1394. }
  1396. public function getCustomLabelDetails($container)
  1397. {
  1398. $currentUser = $container->get('user.service')->getCurrentUser();
  1400. $qb = $this->entityManager->createQueryBuilder();
  1401. $qb->select('COUNT(DISTINCT t) as ticketCount,sl.id')->from(Ticket::class, 't')
  1402. ->leftJoin('t.supportLabels','sl')
  1403. ->andWhere('sl.user = :userId')
  1404. ->setParameter('userId', $currentUser->getId())
  1405. ->groupBy('sl.id');
  1407. $ticketCountResult = $qb->getQuery()->getResult();
  1409. $data = array();
  1410. $qb = $this->entityManager->createQueryBuilder();
  1411. $qb->select('sl.id,sl.name,sl.colorCode')->from(SupportLabel::class, 'sl')
  1412. ->andWhere('sl.user = :userId')
  1413. ->setParameter('userId', $currentUser->getId());
  1415. $labels = $qb->getQuery()->getResult();
  1417. foreach ($labels as $key => $label) {
  1418. $labels[$key]['count'] = 0;
  1419. foreach ($ticketCountResult as $ticketCount) {
  1420. if (($label['id'] == $ticketCount['id']))
  1421. $labels[$key]['count'] = $ticketCount['ticketCount'] ?: 0;
  1422. }
  1423. }
  1425. return $labels;
  1426. }
  1428. public function getLabels($request = null)
  1429. {
  1430. static $labels;
  1431. if (null !== $labels)
  1432. return $labels;
  1434. $qb = $this->entityManager->createQueryBuilder();
  1435. $qb->select('sl')->from(SupportLabel::class, 'sl')
  1436. ->andWhere('sl.user = :userId')
  1437. ->setParameter('userId', $this->getUser()->getId());
  1439. if ($request) {
  1440. $qb->andWhere("sl.name LIKE :labelName");
  1441. $qb->setParameter('labelName', '%'.urldecode(trim($request->query->get('query'))).'%');
  1442. }
  1444. return $labels = $qb->getQuery()->getArrayResult();
  1445. }
  1447. public function getTicketCollaborators($ticketId)
  1448. {
  1449. $qb = $this->entityManager->createQueryBuilder();
  1450. $qb->select("DISTINCT c.id, c.email, CONCAT(c.firstName,' ', c.lastName) AS name, userInstance.profileImagePath, userInstance.profileImagePath as smallThumbnail")->from(Ticket::class, 't')
  1451. ->leftJoin('t.collaborators', 'c')
  1452. ->leftJoin('c.userInstance', 'userInstance')
  1453. ->andWhere('t.id = :ticketId')
  1454. ->andWhere('userInstance.supportRole = :roles')
  1455. ->setParameter('ticketId', $ticketId)
  1456. ->setParameter('roles', 4)
  1457. ->orderBy('name','ASC');
  1459. return $qb->getQuery()->getArrayResult();
  1460. }
  1462. public function getTicketTagsById($ticketId)
  1463. {
  1464. $qb = $this->entityManager->createQueryBuilder();
  1465. $qb->select('tg')->from(Tag::class, 'tg')
  1466. ->leftJoin('tg.tickets' ,'t')
  1467. ->andWhere('t.id = :ticketId')
  1468. ->setParameter('ticketId', $ticketId);
  1470. return $qb->getQuery()->getArrayResult();
  1471. }
  1473. public function getTicketLabels($ticketId)
  1474. {
  1475. $qb = $this->entityManager->createQueryBuilder();
  1476. $qb->select('DISTINCT sl.id,sl.name,sl.colorCode')->from(Ticket::class, 't')
  1477. ->leftJoin('t.supportLabels','sl')
  1478. ->leftJoin('sl.user','slu')
  1479. ->andWhere('slu.id = :userId')
  1480. ->andWhere('t.id = :ticketId')
  1481. ->setParameter('userId', $this->getUser()->getId())
  1482. ->setParameter('ticketId', $ticketId);
  1484. $result = $qb->getQuery()->getResult();
  1486. return $result ? $result : [];
  1487. }
  1489. public function getUserLabels()
  1490. {
  1491. $qb = $this->entityManager->createQueryBuilder();
  1492. $qb->select('sl')->from(SupportLabel::class, 'sl')
  1493. ->leftJoin('sl.user','slu')
  1494. ->andWhere('slu.id = :userId')
  1495. ->setParameter('userId', $this->getUser()->getId());
  1497. $result = $qb->getQuery()->getResult();
  1499. return $result ? $result : [];
  1500. }
  1502. public function getTicketLabelsAll($ticketId)
  1503. {
  1504. $qb = $this->entityManager->createQueryBuilder();
  1505. $qb->select('DISTINCT sl.id,sl.name,sl.colorCode')->from(Ticket::class, 't')
  1506. ->leftJoin('t.supportLabels','sl')
  1507. ->andWhere('t.id = :ticketId')
  1508. ->setParameter('ticketId', $ticketId);
  1510. $result = $qb->getQuery()->getResult();
  1512. return $result ? $result : [];
  1513. }
  1515. public function getManualWorkflow()
  1516. {
  1517. $preparedResponseIds = [];
  1518. $groupIds = [];
  1519. $teamIds = [];
  1520. $userId = $this->container->get('user.service')->getCurrentUser()->getAgentInstance()->getId();
  1522. $preparedResponseRepo = $this->entityManager->getRepository(PreparedResponses::class)->findAll();
  1524. foreach ($preparedResponseRepo as $pr) {
  1525. if ($userId == $pr->getUser()->getId()) {
  1526. //Save the ids of the saved reply.
  1527. array_push($preparedResponseIds, (int)$pr->getId());
  1528. }
  1529. }
  1531. // Get the ids of the Group(s) the current user is associated with.
  1532. $query = "select * from uv_user_support_groups where userInstanceId =".$userId;
  1533. $connection = $this->entityManager->getConnection();
  1534. $stmt = $connection->prepare($query);
  1535. $stmt->execute();
  1536. $result = $stmt->fetchAll();
  1538. foreach ($result as $row) {
  1539. array_push($groupIds, $row['supportGroupId']);
  1540. }
  1542. // Get all the saved reply's ids that is associated with the user's group(s).
  1543. $query = "select * from uv_prepared_response_support_groups";
  1544. $stmt = $connection->prepare($query);
  1545. $stmt->execute();
  1546. $result = $stmt->fetchAll();
  1548. foreach ($result as $row) {
  1549. if (in_array($row['group_id'], $groupIds)) {
  1550. array_push($preparedResponseIds, (int) $row['savedReply_id']);
  1551. }
  1552. }
  1554. // Get the ids of the Team(s) the current user is associated with.
  1555. $query = "select * from uv_user_support_teams";
  1556. $connection = $this->entityManager->getConnection();
  1557. $stmt = $connection->prepare($query);
  1558. $stmt->execute();
  1559. $result = $stmt->fetchAll();
  1561. foreach($result as $row) {
  1562. if ($row['userInstanceId'] == $userId) {
  1563. array_push($teamIds, $row['supportTeamId']);
  1564. }
  1565. }
  1567. $query = "select * from uv_prepared_response_support_teams";
  1568. $stmt = $connection->prepare($query);
  1569. $stmt->execute();
  1570. $result = $stmt->fetchAll();
  1572. foreach ($result as $row) {
  1573. if (in_array($row['subgroup_id'], $teamIds)) {
  1574. array_push($preparedResponseIds, (int)$row['savedReply_id']);
  1575. }
  1576. }
  1578. $qb = $this->entityManager->createQueryBuilder();
  1579. $qb->select('DISTINCT mw')
  1580. ->from(PreparedResponses::class, 'mw')
  1581. ->where('mw.status = 1')
  1582. ->andWhere('mw.id IN (:ids)')
  1583. ->setParameter('ids', $preparedResponseIds);
  1585. return $qb->getQuery()->getResult();
  1586. }
  1588. public function getSavedReplies()
  1589. {
  1590. $savedReplyIds = [];
  1591. $groupIds = [];
  1592. $teamIds = [];
  1593. $userId = $this->container->get('user.service')->getCurrentUser()->getAgentInstance()->getId();
  1595. $savedReplyRepo = $this->entityManager->getRepository(SavedReplies::class)->findAll();
  1597. foreach ($savedReplyRepo as $sr) {
  1598. if ($userId == $sr->getUser()->getId()) {
  1599. //Save the ids of the saved reply.
  1600. array_push($savedReplyIds, (int)$sr->getId());
  1601. }
  1602. }
  1604. // Get the ids of the Group(s) the current user is associated with.
  1605. $query = "select * from uv_user_support_groups where userInstanceId =".$userId;
  1606. $connection = $this->entityManager->getConnection();
  1607. $stmt = $connection->prepare($query);
  1608. $stmt->execute();
  1609. $result = $stmt->fetchAll();
  1611. foreach ($result as $row) {
  1612. array_push($groupIds, $row['supportGroupId']);
  1613. }
  1615. // Get all the saved reply's ids that is associated with the user's group(s).
  1616. $query = "select * from uv_saved_replies_groups";
  1617. $stmt = $connection->prepare($query);
  1618. $stmt->execute();
  1619. $result = $stmt->fetchAll();
  1621. foreach ($result as $row) {
  1622. if (in_array($row['group_id'], $groupIds)) {
  1623. array_push($savedReplyIds, (int) $row['savedReply_id']);
  1624. }
  1625. }
  1627. // Get the ids of the Team(s) the current user is associated with.
  1628. $query = "select * from uv_user_support_teams";
  1629. $connection = $this->entityManager->getConnection();
  1630. $stmt = $connection->prepare($query);
  1631. $stmt->execute();
  1632. $result = $stmt->fetchAll();
  1634. foreach ($result as $row) {
  1635. if ($row['userInstanceId'] == $userId) {
  1636. array_push($teamIds, $row['supportTeamId']);
  1637. }
  1638. }
  1640. $query = "select * from uv_saved_replies_teams";
  1641. $stmt = $connection->prepare($query);
  1642. $stmt->execute();
  1643. $result = $stmt->fetchAll();
  1645. foreach ($result as $row) {
  1646. if (in_array($row['subgroup_id'], $teamIds)) {
  1647. array_push($savedReplyIds, (int)$row['savedReply_id']);
  1648. }
  1649. }
  1651. $qb = $this->entityManager->createQueryBuilder();
  1652. $qb->select('DISTINCT sr')
  1653. ->from(SavedReplies::class, 'sr')
  1654. ->Where('sr.id IN (:ids)')
  1655. ->setParameter('ids', $savedReplyIds);
  1657. return $qb->getQuery()->getResult();
  1658. }
  1660. public function getPriorities()
  1661. {
  1662. static $priorities;
  1663. if (null !== $priorities)
  1664. return $priorities;
  1666. $qb = $this->entityManager->createQueryBuilder();
  1667. $qb->select('tp')->from(TicketPriority::class, 'tp');
  1669. return $priorities = $qb->getQuery()->getArrayResult();
  1670. }
  1672. public function getTicketLastThread($ticketId)
  1673. {
  1674. $qb = $this->entityManager->createQueryBuilder();
  1675. $qb->select("th")->from(Thread::class, 'th')
  1676. ->leftJoin('th.ticket','t')
  1677. ->andWhere('t.id = :ticketId')
  1678. ->setParameter('ticketId',$ticketId)
  1679. ->orderBy('th.id', 'DESC');
  1681. return $qb->getQuery()->setMaxResults(1)->getSingleResult();
  1682. }
  1684. public function getlastReplyAgentName($ticketId)
  1685. {
  1686. $qb = $this->entityManager->createQueryBuilder();
  1687. $qb->select("u.id,CONCAT(u.firstName,' ', u.lastName) AS name,u.firstName")->from(Thread::class, 'th')
  1688. ->leftJoin('th.ticket','t')
  1689. ->leftJoin('th.user', 'u')
  1690. ->leftJoin('u.userInstance', 'userInstance')
  1691. ->andWhere('userInstance.supportRole != :roles')
  1692. ->andWhere('t.id = :ticketId')
  1693. ->andWhere('th.threadType = :threadType')
  1694. ->setParameter('threadType','reply')
  1695. ->andWhere('th.createdBy = :createdBy')
  1696. ->setParameter('createdBy','agent')
  1697. ->setParameter('ticketId',$ticketId)
  1698. ->setParameter('roles', 4)
  1699. ->orderBy('th.id', 'DESC');
  1701. $result = $qb->getQuery()->setMaxResults(1)->getResult();
  1703. return $result ? $result[0] : null;
  1704. }
  1706. public function getLastReply($ticketId, $userType = null)
  1707. {
  1708. $queryBuilder = $this->entityManager->createQueryBuilder();
  1709. $queryBuilder->select("th, a, u.id as userId")
  1710. ->from(Thread::class, 'th')
  1711. ->leftJoin('th.ticket','t')
  1712. ->leftJoin('th.attachments', 'a')
  1713. ->leftJoin('th.user','u')
  1714. ->andWhere('t.id = :ticketId')
  1715. ->andWhere('th.threadType = :threadType')
  1716. ->setParameter('threadType','reply')
  1717. ->setParameter('ticketId',$ticketId)
  1718. ->orderBy('th.id', 'DESC')
  1719. ->getMaxResults(1);
  1721. if (!empty($userType)) {
  1722. $queryBuilder->andWhere('th.createdBy = :createdBy')->setParameter('createdBy', $userType);
  1723. }
  1725. $threadResponse = $queryBuilder->getQuery()->getArrayResult();
  1727. if (!empty($threadResponse[0][0])) {
  1728. $threadDetails = $threadResponse[0][0];
  1729. $userService = $this->container->get('user.service');
  1731. if ($threadDetails['createdBy'] == 'agent') {
  1732. $threadDetails['user'] = $userService->getAgentDetailById($threadResponse[0]['userId']);
  1733. } else {
  1734. $threadDetails['user'] = $userService->getCustomerPartialDetailById($threadResponse[0]['userId']);
  1735. }
  1737. $threadDetails['reply'] = html_entity_decode($threadDetails['message']);
  1738. $threadDetails['formatedCreatedAt'] = $this->timeZoneConverter($threadDetails['createdAt']);
  1739. $threadDetails['timestamp'] = $userService->convertToDatetimeTimezoneTimestamp($threadDetails['createdAt']);
  1741. if (!empty($threadDetails['attachments'])) {
  1742. $entityManager = $this->entityManager;
  1743. $uvdeskFileSystemService = $this->container->get('uvdesk.core.file_system.service');
  1745. $threadDetails['attachments'] = array_map(function ($attachment) use ($entityManager, $uvdeskFileSystemService) {
  1746. $attachmentReferenceObject = $this->entityManager->getReference(Attachment::class, $attachment['id']);
  1747. return $uvdeskFileSystemService->getFileTypeAssociations($attachmentReferenceObject);
  1748. }, $threadDetails['attachments']);
  1749. }
  1750. }
  1752. return $threadDetails ?? null;
  1753. }
  1755. public function getSavedReplyContent($savedReplyId, $ticketId)
  1756. {
  1757. $ticket = $this->entityManager->getRepository(Ticket::class)->find($ticketId);
  1758. $savedReply = $this->entityManager->getRepository(SavedReplies::class)->findOneById($savedReplyId);
  1759. $emailPlaceholders = $this->getSavedReplyPlaceholderValues($ticket, 'customer');
  1761. return $this->container->get('email.service')->processEmailContent($savedReply->getMessage(), $emailPlaceholders, true);
  1762. }
  1764. public function getSavedReplyPlaceholderValues($ticket, $type = "customer")
  1765. {
  1766. $variables = array();
  1767. $variables['ticket.id'] = $ticket->getId();
  1768. $variables['ticket.subject'] = $ticket->getSubject();
  1770. $variables['ticket.status'] = $ticket->getStatus()->getCode();
  1771. $variables['ticket.priority'] = $ticket->getPriority()->getCode();
  1772. if ($ticket->getSupportGroup())
  1773. $variables['ticket.group'] = $ticket->getSupportGroup()->getName();
  1774. else
  1775. $variables['ticket.group'] = '';
  1777. $variables['ticket.team'] = ($ticket->getSupportTeam() ? $ticket->getSupportTeam()->getName() : '');
  1779. $customer = $this->container->get('user.service')->getCustomerPartialDetailById($ticket->getCustomer()->getId());
  1780. $variables['ticket.customerName'] = $customer['name'];
  1781. $variables['ticket.customerEmail'] = $customer['email'];
  1782. $userService = $this->container->get('user.service');
  1784. $variables['ticket.agentName'] = '';
  1785. $variables['ticket.agentEmail'] = '';
  1786. if ($ticket->getAgent()) {
  1787. $agent = $this->container->get('user.service')->getAgentDetailById($ticket->getAgent()->getId());
  1788. if ($agent) {
  1789. $variables['ticket.agentName'] = $agent['name'];
  1790. $variables['ticket.agentEmail'] = $agent['email'];
  1791. }
  1792. }
  1794. $router = $this->container->get('router');
  1796. if ($type == 'customer') {
  1797. $ticketListURL = $router->generate('helpdesk_customer_ticket_collection', [
  1798. 'id' => $ticket->getId(),
  1799. ], UrlGeneratorInterface::ABSOLUTE_URL);
  1800. } else {
  1801. $ticketListURL = $router->generate('helpdesk_member_ticket_collection', [
  1802. 'id' => $ticket->getId(),
  1803. ], UrlGeneratorInterface::ABSOLUTE_URL);
  1804. }
  1806. $variables['ticket.link'] = sprintf("<a href='%s'>#%s</a>", $ticketListURL, $ticket->getId());
  1808. return $variables;
  1809. }
  1811. public function isEmailBlocked($email, $website)
  1812. {
  1813. $flag = false;
  1814. $email = strtolower($email);
  1815. $knowlegeBaseWebsite = $this->entityManager->getRepository(KnowledgebaseWebsite::class)->findOneBy(['website' => $website->getId(), 'isActive' => 1]);
  1816. $list = $this->container->get('user.service')->getWebsiteSpamDetails($knowlegeBaseWebsite);
  1818. // Blacklist
  1819. if (!empty($list['blackList']['email']) && in_array($email, $list['blackList']['email'])) {
  1820. // Emails
  1821. $flag = true;
  1822. } elseif (!empty($list['blackList']['domain'])) {
  1823. // Domains
  1824. foreach ($list['blackList']['domain'] as $domain) {
  1825. if (strpos($email, $domain)) {
  1826. $flag = true;
  1827. break;
  1828. }
  1829. }
  1830. }
  1832. // Whitelist
  1833. if ($flag) {
  1834. if (isset($email, $list['whiteList']['email']) && in_array($email, $list['whiteList']['email'])) {
  1835. // Emails
  1836. return false;
  1837. } elseif (isset($list['whiteList']['domain'])) {
  1838. // Domains
  1839. foreach ($list['whiteList']['domain'] as $domain) {
  1840. if (strpos($email, $domain)) {
  1841. $flag = false;
  1842. }
  1843. }
  1844. }
  1845. }
  1847. return $flag;
  1848. }
  1850. public function timeZoneConverter($dateFlag)
  1851. {
  1852. $website = $this->entityManager->getRepository(Website::class)->findOneBy(['code' => 'Knowledgebase']);
  1853. $timeZone = $website->getTimezone();
  1854. $timeFormat = $website->getTimeformat();
  1856. $activeUser = $this->container->get('user.service')->getSessionUser();
  1857. $agentTimeZone = !empty($activeUser) ? $activeUser->getTimezone() : null;
  1858. $agentTimeFormat = !empty($activeUser) ? $activeUser->getTimeformat() : null;
  1860. $parameterType = gettype($dateFlag);
  1861. if ($parameterType == 'string') {
  1862. if (is_null($agentTimeZone) && is_null($agentTimeFormat)) {
  1863. if(is_null($timeZone) && is_null($timeFormat)){
  1864. $datePattern = date_create($dateFlag);
  1866. return date_format($datePattern,'d-m-Y h:ia');
  1867. } else {
  1868. $dateFlag = new \DateTime($dateFlag);
  1869. $datePattern = $dateFlag->setTimezone(new \DateTimeZone($timeZone));
  1871. return date_format($datePattern, $timeFormat);
  1872. }
  1873. } else {
  1874. $dateFlag = new \DateTime($dateFlag);
  1875. $datePattern = $dateFlag->setTimezone(new \DateTimeZone($agentTimeZone));
  1877. return date_format($datePattern, $agentTimeFormat);
  1878. }
  1879. } else {
  1880. if (is_null($agentTimeZone) && is_null($agentTimeFormat)){
  1881. if (is_null($timeZone) && is_null($timeFormat)) {
  1882. return date_format($dateFlag,'d-m-Y h:ia');
  1883. } else {
  1884. $datePattern = $dateFlag->setTimezone(new \DateTimeZone($timeZone));
  1885. return date_format($datePattern, $timeFormat);
  1886. }
  1887. } else {
  1888. $datePattern = $dateFlag->setTimezone(new \DateTimeZone($agentTimeZone));
  1890. return date_format($datePattern, $agentTimeFormat);
  1891. }
  1892. }
  1893. }
  1895. public function fomatTimeByPreference($dbTime,$timeZone,$timeFormat,$agentTimeZone,$agentTimeFormat)
  1896. {
  1897. if (is_null($agentTimeZone) && is_null($agentTimeFormat)) {
  1898. if (is_null($timeZone) && is_null($timeFormat)) {
  1899. $dateTimeZone = $dbTime;
  1900. $timeFormatString = 'd-m-Y h:ia';
  1901. } else {
  1902. $dateTimeZone = $dbTime->setTimezone(new \DateTimeZone($timeZone));
  1903. $timeFormatString = $timeFormat;
  1904. }
  1905. } else {
  1906. $dateTimeZone = $dbTime->setTimezone(new \DateTimeZone($agentTimeZone));
  1907. $timeFormatString = $agentTimeFormat;
  1908. }
  1910. $time['dateTimeZone'] = $dateTimeZone;
  1911. $time['timeFormatString'] = $timeFormatString;
  1913. return $time;
  1914. }
  1916. public function isTicketAccessGranted(Ticket $ticket, User $user = null, $firewall = 'members')
  1917. {
  1918. // @TODO: Take current firewall into consideration (access check on behalf of agent/customer)
  1919. if (empty($user)) {
  1920. $user = $this->container->get('user.service')->getSessionUser();
  1921. }
  1923. if (empty($user)) {
  1924. return false;
  1925. } else {
  1926. $agentInstance = $user->getAgentInstance();
  1928. if (empty($agentInstance)) {
  1929. return false;
  1930. }
  1931. }
  1933. if ($agentInstance->getSupportRole()->getId() == 3 && in_array($agentInstance->getTicketAccessLevel(), [2, 3, 4])) {
  1934. $accessLevel = $agentInstance->getTicketAccessLevel();
  1936. // Check if user has been given inidividual access
  1937. if ($ticket->getAgent() != null && $ticket->getAgent()->getId() == $user->getId()) {
  1938. return true;
  1939. }
  1941. if ($accessLevel == 2 || $accessLevel == 3) {
  1942. // Check if user belongs to a support team assigned to ticket
  1943. $teamReferenceIds = array_map(function ($team) { return $team->getId(); }, $agentInstance->getSupportTeams()->toArray());
  1945. if ($ticket->getSupportTeam() != null && in_array($ticket->getSupportTeam()->getId(), $teamReferenceIds)) {
  1946. return true;
  1947. } else if ($accessLevel == 2) {
  1948. // Check if user belongs to a support group assigned to ticket
  1949. $groupReferenceIds = array_map(function ($group) { return $group->getId(); }, $agentInstance->getSupportGroups()->toArray());
  1951. if ($ticket->getSupportGroup() != null && in_array($ticket->getSupportGroup()->getId(), $groupReferenceIds)) {
  1952. return true;
  1953. }
  1954. }
  1955. }
  1957. return false;
  1958. }
  1960. return true;
  1961. }
  1963. public function addTicketCustomFields($thread, $submittedCustomFields = [], $uploadedFilesCollection = [])
  1964. {
  1965. $customFieldsService = null;
  1966. $customFieldsEntityReference = null;
  1968. if ($this->userService->isFileExists('apps/uvdesk/custom-fields')) {
  1969. $customFieldsService = $this->container->get('uvdesk_package_custom_fields.service');
  1970. $customFieldsEntityReference = UVDeskCommunityPackages\CustomFields\Entity\CustomFields::class;
  1971. $customFieldValuesEntityReference = UVDeskCommunityPackages\CustomFields\Entity\CustomFieldsValues::class;
  1972. $ticketCustomFieldValuesEntityReference = UVDeskCommunityPackages\CustomFields\Entity\TicketCustomFieldsValues::class;
  1973. } else if ($this->userService->isFileExists('apps/uvdesk/form-component')) {
  1974. $customFieldsService = $this->container->get('uvdesk_package_form_component.service');
  1975. $customFieldsEntityReference = UVDeskCommunityPackages\FormComponent\Entity\CustomFields::class;
  1976. $customFieldValuesEntityReference = UVDeskCommunityPackages\FormComponent\Entity\CustomFieldsValues::class;
  1977. $ticketCustomFieldValuesEntityReference = UVDeskCommunityPackages\FormComponent\Entity\TicketCustomFieldsValues::class;
  1978. } else {
  1979. return;
  1980. }
  1982. $ticket = $thread->getTicket();
  1983. $customFieldsCollection = $this->entityManager->getRepository($customFieldsEntityReference)->findAll();
  1984. $customFieldValuesEntityRepository = $this->entityManager->getRepository($customFieldValuesEntityReference);
  1986. foreach ($customFieldsCollection as $customFields) {
  1987. if (in_array($customFields->getFieldType(), ['select', 'checkbox', 'radio']) && !count($customFields->getCustomFieldValues())) {
  1988. continue;
  1989. }
  1991. if (
  1992. !empty($submittedCustomFields)
  1993. && $customFields->getFieldType() != 'file'
  1994. && isset($submittedCustomFields[$customFields->getId()])
  1995. ) {
  1996. // Check if custom field dependency criterias are fullfilled
  1997. if (
  1998. count($customFields->getCustomFieldsDependency())
  1999. && !in_array($ticket->getType(), $customFields->getCustomFieldsDependency()->toArray())
  2000. ) {
  2001. continue;
  2002. }
  2004. // Save ticket custom fields
  2005. $ticketCustomField = new $ticketCustomFieldValuesEntityReference();
  2006. $ticketCustomField
  2007. ->setTicket($ticket)
  2008. ->setTicketCustomFieldsValues($customFields)
  2009. ->setValue(json_encode($submittedCustomFields[$customFields->getId()]))
  2010. ;
  2012. if (in_array($customFields->getFieldType(), ['select', 'checkbox', 'radio'])) {
  2013. // Add custom field values mapping too
  2014. if (is_array($submittedCustomFields[$customFields->getId()])) {
  2015. foreach ($submittedCustomFields[$customFields->getId()] as $value) {
  2016. $ticketCustomFieldValues = $customFieldValuesEntityRepository->findOneBy([
  2017. 'id' => $value,
  2018. 'customFields' => $customFields,
  2019. ]);
  2021. if (!empty($ticketCustomFieldValues)) {
  2022. $ticketCustomField
  2023. ->setTicketCustomFieldValueValues($ticketCustomFieldValues)
  2024. ;
  2025. }
  2026. }
  2027. } else {
  2028. $ticketCustomFieldValues = $customFieldValuesEntityRepository->findOneBy([
  2029. 'id' => $submittedCustomFields[$customFields->getId()],
  2030. 'customFields' => $customFields,
  2031. ]);
  2033. if (!empty($ticketCustomFieldValues)) {
  2034. $ticketCustomField
  2035. ->setTicketCustomFieldValueValues($ticketCustomFieldValues)
  2036. ;
  2037. }
  2038. }
  2039. }
  2041. $this->entityManager->persist($ticketCustomField);
  2042. $this->entityManager->flush();
  2043. } else if (
  2044. !empty($uploadedFilesCollection)
  2045. && isset($uploadedFilesCollection[$customFields->getId()])
  2046. ) {
  2047. // Upload files
  2048. $path = '/custom-fields/ticket/' . $ticket->getId() . '/';
  2049. $fileNames = $this->fileUploadService->uploadFile($uploadedFilesCollection[$customFields->getid()], $path, true);
  2051. if (!empty($fileNames)) {
  2052. // Save files entry to attachment table
  2053. try {
  2054. $newFilesNames = $customFieldsService->addFilesEntryToAttachmentTable([$fileNames], $thread);
  2056. foreach ($newFilesNames as $value) {
  2057. // Save ticket custom fields
  2058. $ticketCustomField = new $ticketCustomFieldValuesEntityReference();
  2059. $ticketCustomField
  2060. ->setTicket($ticket)
  2061. ->setTicketCustomFieldsValues($customFields)
  2062. ->setValue(json_encode([
  2063. 'name' => $value['name'],
  2064. 'path' => $value['path'],
  2065. 'id' => $value['id'],
  2066. ]))
  2067. ;
  2069. $this->entityManager->persist($ticketCustomField);
  2070. $this->entityManager->flush();
  2071. }
  2072. } catch (\Exception $e) {
  2073. // @TODO: Log execption message
  2074. }
  2075. }
  2076. }
  2077. }
  2078. }
  2080. // return attachemnt for initial thread
  2081. public function getInitialThread($ticketId)
  2082. {
  2083. $firstThread = null;
  2084. $intialThread = $this->entityManager->getRepository(Thread::class)->findBy(['ticket'=>$ticketId]);
  2086. foreach ($intialThread as $key => $value) {
  2087. if ($value->getThreadType() == "create"){
  2088. $firstThread = $value;
  2089. }
  2090. }
  2092. return $firstThread;
  2093. }
  2095. public function getTicketConditions()
  2096. {
  2097. $conditions = array(
  2098. 'ticket' => [
  2099. ('mail') => array(
  2100. [
  2101. 'lable' => ('from_mail'),
  2102. 'value' => 'from_mail',
  2103. 'match' => 'email'
  2104. ],
  2105. [
  2106. 'lable' => ('to_mail'),
  2107. 'value' => 'to_mail',
  2108. 'match' => 'email'
  2109. ],
  2110. ),
  2111. ('API') => array(
  2112. [
  2113. 'lable' => ('Domain'),
  2114. 'value' => 'domain',
  2115. 'match' => 'api'
  2116. ],
  2117. [
  2118. 'lable' => ('Locale'),
  2119. 'value' => 'locale',
  2120. 'match' => 'api'
  2121. ],
  2122. ),
  2123. ('ticket') => array(
  2124. [
  2125. 'lable' => ('subject'),
  2126. 'value' => 'subject',
  2127. 'match' => 'string'
  2128. ],
  2129. [
  2130. 'lable' => ('description'),
  2131. 'value' => 'description',
  2132. 'match' => 'string'
  2133. ],
  2134. [
  2135. 'lable' => ('subject_or_description'),
  2136. 'value' => 'subject_or_description',
  2137. 'match' => 'string'
  2138. ],
  2139. [
  2140. 'lable' => ('priority'),
  2141. 'value' => 'priority',
  2142. 'match' => 'select'
  2143. ],
  2144. [
  2145. 'lable' => ('type'),
  2146. 'value' => 'type',
  2147. 'match' => 'select'
  2148. ],
  2149. [
  2150. 'lable' => ('status'),
  2151. 'value' => 'status',
  2152. 'match' => 'select'
  2153. ],
  2154. [
  2155. 'lable' => ('source'),
  2156. 'value' => 'source',
  2157. 'match' => 'select'
  2158. ],
  2159. [
  2160. 'lable' => ('created'),
  2161. 'value' => 'created',
  2162. 'match' => 'date'
  2163. ],
  2164. [
  2165. 'lable' => ('agent'),
  2166. 'value' => 'agent',
  2167. 'match' => 'select'
  2168. ],
  2169. [
  2170. 'lable' => ('group'),
  2171. 'value' => 'group',
  2172. 'match' => 'select'
  2173. ],
  2174. [
  2175. 'lable' => ('team'),
  2176. 'value' => 'team',
  2177. 'match' => 'select'
  2178. ],
  2179. ),
  2180. ('customer') => array(
  2181. [
  2182. 'lable' => ('customer_name'),
  2183. 'value' => 'customer_name',
  2184. 'match' => 'string'
  2185. ],
  2186. [
  2187. 'lable' => ('customer_email'),
  2188. 'value' => 'customer_email',
  2189. 'match' => 'email'
  2190. ],
  2191. ),
  2192. ],
  2193. 'task' => [
  2194. ('task') => array(
  2195. [
  2196. 'lable' => ('subject'),
  2197. 'value' => 'subject',
  2198. 'match' => 'string'
  2199. ],
  2200. [
  2201. 'lable' => ('description'),
  2202. 'value' => 'description',
  2203. 'match' => 'string'
  2204. ],
  2205. [
  2206. 'lable' => ('subject_or_description'),
  2207. 'value' => 'subject_or_description',
  2208. 'match' => 'string'
  2209. ],
  2210. [
  2211. 'lable' => ('priority'),
  2212. 'value' => 'priority',
  2213. 'match' => 'select'
  2214. ],
  2215. [
  2216. 'lable' => ('stage'),
  2217. 'value' => 'stage',
  2218. 'match' => 'select'
  2219. ],
  2220. [
  2221. 'lable' => ('created'),
  2222. 'value' => 'created',
  2223. 'match' => 'date'
  2224. ],
  2225. [
  2226. 'lable' => ('agent_name'),
  2227. 'value' => 'agent_name',
  2228. 'match' => 'select'
  2229. ],
  2230. [
  2231. 'lable' => ('agent_email'),
  2232. 'value' => 'agent_email',
  2233. 'match' => 'select'
  2234. ],
  2235. ),
  2236. ]
  2237. );
  2240. return $conditions;
  2241. }
  2243. public function getAgentMatchConditions()
  2244. {
  2245. return [
  2246. 'email' => array(
  2247. [
  2248. 'lable' => ('is'),
  2249. 'value' => 'is'
  2250. ],
  2251. [
  2252. 'lable' => ('isNot'),
  2253. 'value' => 'isNot'
  2254. ],
  2255. [
  2256. 'lable' => ('contains'),
  2257. 'value' => 'contains'
  2258. ],
  2259. [
  2260. 'lable' => ('notContains'),
  2261. 'value' => 'notContains'
  2262. ],
  2263. ),
  2264. 'api' => array(
  2265. [
  2266. 'lable' => ('is'),
  2267. 'value' => 'is'
  2268. ],
  2269. [
  2270. 'lable' => ('contains'),
  2271. 'value' => 'contains'
  2272. ],
  2273. ),
  2274. 'string' => array(
  2275. [
  2276. 'lable' => ('is'),
  2277. 'value' => 'is'
  2278. ],
  2279. [
  2280. 'lable' => ('isNot'),
  2281. 'value' => 'isNot'
  2282. ],
  2283. [
  2284. 'lable' => ('contains'),
  2285. 'value' => 'contains'
  2286. ],
  2287. [
  2288. 'lable' => ('notContains'),
  2289. 'value' => 'notContains'
  2290. ],
  2291. [
  2292. 'lable' => ('startWith'),
  2293. 'value' => 'startWith'
  2294. ],
  2295. [
  2296. 'lable' => ('endWith'),
  2297. 'value' => 'endWith'
  2298. ],
  2299. ),
  2300. 'select' => array(
  2301. [
  2302. 'lable' => ('is'),
  2303. 'value' => 'is'
  2304. ],
  2305. ),
  2306. 'date' => array(
  2307. [
  2308. 'lable' => ('before'),
  2309. 'value' => 'before'
  2310. ],
  2311. [
  2312. 'lable' => ('beforeOn'),
  2313. 'value' => 'beforeOn'
  2314. ],
  2315. [
  2316. 'lable' => ('after'),
  2317. 'value' => 'after'
  2318. ],
  2319. [
  2320. 'lable' => ('afterOn'),
  2321. 'value' => 'afterOn'
  2322. ],
  2323. ),
  2324. 'datetime' => array(
  2325. [
  2326. 'lable' => ('before'),
  2327. 'value' => 'beforeDateTime'
  2328. ],
  2329. [
  2330. 'lable' => ('beforeOn'),
  2331. 'value' => 'beforeDateTimeOn'
  2332. ],
  2333. [
  2334. 'lable' => ('after'),
  2335. 'value' => 'afterDateTime'
  2336. ],
  2337. [
  2338. 'lable' => ('afterOn'),
  2339. 'value' => 'afterDateTimeOn'
  2340. ],
  2341. ),
  2342. 'time' => array(
  2343. [
  2344. 'lable' => ('before'),
  2345. 'value' => 'beforeTime'
  2346. ],
  2347. [
  2348. 'lable' => ('beforeOn'),
  2349. 'value' => 'beforeTimeOn'
  2350. ],
  2351. [
  2352. 'lable' => ('after'),
  2353. 'value' => 'afterTime'
  2354. ],
  2355. [
  2356. 'lable' => ('afterOn'),
  2357. 'value' => 'afterTimeOn'
  2358. ],
  2359. ),
  2360. 'number' => array(
  2361. [
  2362. 'lable' => ('is'),
  2363. 'value' => 'is'
  2364. ],
  2365. [
  2366. 'lable' => ('isNot'),
  2367. 'value' => 'isNot'
  2368. ],
  2369. [
  2370. 'lable' => ('contains'),
  2371. 'value' => 'contains'
  2372. ],
  2373. [
  2374. 'lable' => ('greaterThan'),
  2375. 'value' => 'greaterThan'
  2376. ],
  2377. [
  2378. 'lable' => ('lessThan'),
  2379. 'value' => 'lessThan'
  2380. ],
  2381. ),
  2382. ];
  2383. }
  2385. public function getTicketMatchConditions()
  2386. {
  2387. return [
  2388. 'email' => array(
  2389. [
  2390. 'lable' => ('is'),
  2391. 'value' => 'is'
  2392. ],
  2393. [
  2394. 'lable' => ('isNot'),
  2395. 'value' => 'isNot'
  2396. ],
  2397. [
  2398. 'lable' => ('contains'),
  2399. 'value' => 'contains'
  2400. ],
  2401. [
  2402. 'lable' => ('notContains'),
  2403. 'value' => 'notContains'
  2404. ],
  2405. ),
  2406. 'api' => array(
  2407. [
  2408. 'lable' => ('is'),
  2409. 'value' => 'is'
  2410. ],
  2411. [
  2412. 'lable' => ('contains'),
  2413. 'value' => 'contains'
  2414. ],
  2415. ),
  2416. 'string' => array(
  2417. [
  2418. 'lable' => ('is'),
  2419. 'value' => 'is'
  2420. ],
  2421. [
  2422. 'lable' => ('isNot'),
  2423. 'value' => 'isNot'
  2424. ],
  2425. [
  2426. 'lable' => ('contains'),
  2427. 'value' => 'contains'
  2428. ],
  2429. [
  2430. 'lable' => ('notContains'),
  2431. 'value' => 'notContains'
  2432. ],
  2433. [
  2434. 'lable' => ('startWith'),
  2435. 'value' => 'startWith'
  2436. ],
  2437. [
  2438. 'lable' => ('endWith'),
  2439. 'value' => 'endWith'
  2440. ],
  2441. ),
  2442. 'select' => array(
  2443. [
  2444. 'lable' => ('is'),
  2445. 'value' => 'is'
  2446. ],
  2447. [
  2448. 'lable' => ('isNot'),
  2449. 'value' => 'isNot'
  2450. ],
  2451. ),
  2452. 'date' => array(
  2453. [
  2454. 'lable' => ('before'),
  2455. 'value' => 'before'
  2456. ],
  2457. [
  2458. 'lable' => ('beforeOn'),
  2459. 'value' => 'beforeOn'
  2460. ],
  2461. [
  2462. 'lable' => ('after'),
  2463. 'value' => 'after'
  2464. ],
  2465. [
  2466. 'lable' => ('afterOn'),
  2467. 'value' => 'afterOn'
  2468. ],
  2469. ),
  2470. 'datetime' => array(
  2471. [
  2472. 'lable' => ('before'),
  2473. 'value' => 'beforeDateTime'
  2474. ],
  2475. [
  2476. 'lable' => ('beforeOn'),
  2477. 'value' => 'beforeDateTimeOn'
  2478. ],
  2479. [
  2480. 'lable' => ('after'),
  2481. 'value' => 'afterDateTime'
  2482. ],
  2483. [
  2484. 'lable' => ('afterOn'),
  2485. 'value' => 'afterDateTimeOn'
  2486. ],
  2487. ),
  2488. 'time' => array(
  2489. [
  2490. 'lable' => ('before'),
  2491. 'value' => 'beforeTime'
  2492. ],
  2493. [
  2494. 'lable' => ('beforeOn'),
  2495. 'value' => 'beforeTimeOn'
  2496. ],
  2497. [
  2498. 'lable' => ('after'),
  2499. 'value' => 'afterTime'
  2500. ],
  2501. [
  2502. 'lable' => ('afterOn'),
  2503. 'value' => 'afterTimeOn'
  2504. ],
  2505. ),
  2506. 'number' => array(
  2507. [
  2508. 'lable' => ('is'),
  2509. 'value' => 'is'
  2510. ],
  2511. [
  2512. 'lable' => ('isNot'),
  2513. 'value' => 'isNot'
  2514. ],
  2515. [
  2516. 'lable' => ('contains'),
  2517. 'value' => 'contains'
  2518. ],
  2519. [
  2520. 'lable' => ('greaterThan'),
  2521. 'value' => 'greaterThan'
  2522. ],
  2523. [
  2524. 'lable' => ('lessThan'),
  2525. 'value' => 'lessThan'
  2526. ],
  2527. ),
  2528. ];
  2529. }
  2531. public function getTargetAction() {
  2532. return [
  2533. '4' => ['response' => ['time' => '2', 'unit' => 'hours'], 'resolve' => ['time' => '8', 'unit' => 'hours'], 'operational' => 'calendarHours', 'isActive' => 'on'],
  2534. '3' => ['response' => ['time' => '4', 'unit' => 'hours'], 'resolve' => ['time' => '1', 'unit' => 'days'], 'operational' => 'calendarHours', 'isActive' => 'on'],
  2535. '2' => ['response' => ['time' => '8', 'unit' => 'hours'], 'resolve' => ['time' => '3', 'unit' => 'days'], 'operational' => 'calendarHours', 'isActive' => 'on'],
  2536. '1' => ['response' => ['time' => '16', 'unit' => 'hours'], 'resolve' => ['time' => '5', 'unit' => 'days'], 'operational' => 'calendarHours', 'isActive' => 'on'],
  2537. ];
  2538. }
  2540. public function getTicketActions($force = false)
  2541. {
  2542. $actionArray = array(
  2543. 'ticket' => [
  2544. 'priority' => ('action.priority'),
  2545. 'type' => ('action.type'),
  2546. 'status' => ('action.status'),
  2547. 'tag' => ('action.tag'),
  2548. 'note' => ('action.note'),
  2549. 'label' => ('action.label'),
  2550. 'assign_agent' => ('action.assign_agent'),
  2551. 'assign_group' => ('action.assign_group'),
  2552. 'assign_team' => ('action.assign_team'),
  2553. 'mail_agent' => ('action.mail_agent'),
  2554. 'mail_group' => ('action.mail_group'),
  2555. 'mail_team' => ('action.mail_team'),
  2556. 'mail_customer' => ('action.mail_customer'),
  2557. 'mail_last_collaborator' => ('action.mail_last_collaborator'),
  2558. 'mail_all_collaborators' => ('action.mail_all_collaborators'),
  2559. 'delete_ticket' => ('action.delete_ticket'),
  2560. 'mark_spam' => ('action.mark_spam'),
  2561. ],
  2562. 'task' => [
  2563. 'reply' => ('action.reply'),
  2564. 'mail_agent' => ('action.mail_agent'),
  2565. 'mail_members' => ('action.mail_members'),
  2566. 'mail_last_member' => ('action.mail_last_member'),
  2567. ],
  2568. 'customer' => [
  2569. 'mail_customer' => ('action.mail_customer'),
  2570. ],
  2571. 'agent' => [
  2572. 'mail_agent' => ('action.mail_agent'),
  2573. 'task_transfer' => ('action.task_transfer'),
  2574. 'assign_agent' => ('action.assign_agent'),
  2575. 'assign_group' => ('action.assign_group'),
  2576. 'assign_team' => ('action.assign_team'),
  2577. ],
  2578. );
  2580. $actionRoleArray = [
  2581. 'ticket->priority' => 'ROLE_AGENT_UPDATE_TICKET_PRIORITY',
  2582. 'ticket->type' => 'ROLE_AGENT_UPDATE_TICKET_TYPE',
  2583. 'ticket->status' => 'ROLE_AGENT_UPDATE_TICKET_STATUS',
  2584. 'ticket->tag' => 'ROLE_AGENT_ADD_TAG',
  2585. 'ticket->note' => 'ROLE_AGENT_ADD_NOTE',
  2586. 'ticket->assign_agent' => 'ROLE_AGENT_ASSIGN_TICKET',
  2587. 'ticket->assign_group' => 'ROLE_AGENT_ASSIGN_TICKET_GROUP',
  2588. 'ticket->assign_team' => 'ROLE_AGENT_ASSIGN_TICKET_GROUP',
  2589. 'ticket->mail_agent' => 'ROLE_AGENT',
  2590. 'ticket->mail_group' => 'ROLE_AGENT_MANAGE_GROUP',
  2591. 'ticket->mail_team' => 'ROLE_AGENT_MANAGE_SUB_GROUP',
  2592. 'ticket->mail_customer' => 'ROLE_AGENT',
  2593. 'ticket->mail_last_collaborator' => 'ROLE_AGENT',
  2594. 'ticket->mail_all_collaborators' => 'ROLE_AGENT',
  2595. 'ticket->delete_ticket' => 'ROLE_AGENT_DELETE_TICKET',
  2596. 'ticket->mark_spam' => 'ROLE_AGENT_UPDATE_TICKET_STATUS',
  2597. 'ticket->label' => 'ROLE_ADMIN',
  2598. 'task->reply' => 'ROLE_AGENT',
  2599. 'task->mail_agent' => 'ROLE_AGENT',
  2600. 'task->mail_members' => 'ROLE_AGENT',
  2601. 'task->mail_last_member' => 'ROLE_AGENT',
  2602. 'customer->mail_customer' => 'ROLE_AGENT',
  2603. 'agent->mail_agent' => 'ROLE_AGENT',
  2604. 'agent->task_transfer' => 'ROLE_AGENT_EDIT_TASK',
  2605. 'agent->assign_agent' => 'ROLE_AGENT_ASSIGN_TICKET',
  2606. 'agent->assign_group' => 'ROLE_AGENT_ASSIGN_TICKET_GROUP',
  2607. 'agent->assign_team' => 'ROLE_AGENT_ASSIGN_TICKET_GROUP',
  2608. ];
  2610. $resultArray = [];
  2612. foreach ($actionRoleArray as $action => $role) {
  2613. if ($role == 'ROLE_AGENT' || $this->container->get('user.service')->checkPermission($role) || $force) {
  2614. $actionPath = explode('->', $action);
  2615. $resultArray[$actionPath[0]][$actionPath[1]] = $actionArray[$actionPath[0]][$actionPath[1]];
  2616. }
  2617. }
  2619. $repo = $this->container->get('doctrine.orm.entity_manager')->getRepository('WebkulAppBundle:ECommerceChannel');
  2621. $ecomArray= [];
  2622. $ecomChannels = $repo->getActiveChannelsByCompany($this->container->get('user.service')->getCurrentCompany());
  2624. foreach ($ecomChannels as $channel) {
  2625. $ecomArray['add_order_to_' . $channel['id']] = ('Add order to: ') . $channel['title'];
  2626. }
  2628. $resultArray['ticket'] = array_merge($resultArray['ticket'], $ecomArray);
  2630. return $resultArray;
  2631. }
  2632. }