vendor/uvdesk/core-framework/Services/TicketService.php line 71

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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. $thread = $this->entityManager->getRepository(Thread::class)->findOneByMessageId($params['messageId']);
  195. if (empty($thread)) {
  196. $user = $this->entityManager->getRepository(User::class)->findOneByEmail($params['from']);
  198. if (empty($user) || null == $user->getCustomerInstance()) {
  199. $role = $this->entityManager->getRepository(SupportRole::class)->findOneByCode($params['role']);
  200. if (empty($role)) {
  201. throw new \Exception("The requested role '" . $params['role'] . "' does not exist.");
  202. }
  204. // Create User Instance
  205. $user = $this->container->get('user.service')->createUserInstance($params['from'], $params['name'], $role, [
  206. 'source' => strtolower($params['source']),
  207. 'active' => true,
  208. ]);
  209. }
  211. $params['role'] = 4;
  212. $params['mailboxEmail'] = current($params['replyTo']);
  213. $params['customer'] = $params['user'] = $user;
  215. return $this->createTicketBase($params);
  216. }
  218. return;
  219. }
  221. public function getDemanedFilterOptions($filterType,$ids) {
  222. $qb = $this->entityManager->createQueryBuilder();
  223. switch ($filterType) {
  224. case 'agent':
  225. $qb->select("u.id,u.email,CONCAT(u.firstName,' ', u.lastName) AS name")->from(User::class, 'u')
  226. ->leftJoin(UserInstance::class, 'ud', 'WITH', 'u.id = ud.user')
  227. ->where('ud.supportRole != :roles')
  228. ->andwhere('ud.isActive = 1')
  229. ->andwhere('u.id IN (:ids)')
  230. ->setParameter('roles', 4)
  231. ->setParameter('ids', $ids)
  232. ->orderBy('name','ASC');
  234. return $qb->getQuery()->getArrayResult();
  235. case 'customer':
  236. $qb->select("c.id,c.email,CONCAT(c.firstName,' ', c.lastName) AS name")->from(User::class, 'c')
  237. ->leftJoin(UserInstance::class, 'ud', 'WITH', 'c.id = ud.user')
  238. ->where('ud.supportRole = :roles')
  239. ->andwhere('ud.isActive = 1')
  240. ->andwhere('c.id IN (:ids)')
  241. ->setParameter('roles', 4)
  242. ->setParameter('ids', $ids)
  243. ->orderBy('name','ASC');
  245. return $qb->getQuery()->getArrayResult();
  246. case 'group':
  247. $qb->select("ug.id,ug.description")->from(SupportGroup::class, 'ug')
  248. ->andwhere('ug.isEnabled = 1')
  249. ->andwhere('ug.id IN (:ids)')
  250. ->setParameter('ids', $ids)
  251. ->orderBy('ug.description','ASC');
  253. return $qb->getQuery()->getArrayResult();
  254. case 'team':
  255. $qb->select("usg.id,usg.description")->from(SupportTeam::class, 'usg')
  256. ->andwhere('usg.isActive = 1')
  257. ->andwhere('usg.id IN (:ids)')
  258. ->setParameter('ids', $ids)
  259. ->orderBy('usg.description','ASC');
  261. return $qb->getQuery()->getArrayResult();
  262. case 'tag':
  263. $qb->select("t.id,t.name")->from(Tag::class, 't')
  264. ->andwhere('t.id IN (:ids)')
  265. ->setParameter('ids', $ids)
  266. ->orderBy('t.name','ASC');
  268. return $qb->getQuery()->getArrayResult();
  269. }
  270. }
  272. public function createTicketBase(array $ticketData = [])
  273. {
  274. if ('email' == $ticketData['source']) {
  275. try {
  276. if (array_key_exists('UVDeskMailboxBundle', $this->container->getParameter('kernel.bundles'))) {
  277. $mailbox = $this->mailboxService->getMailboxByEmail($ticketData['mailboxEmail']);
  278. $ticketData['mailboxEmail'] = $mailbox['email'];
  279. }
  280. } catch (\Exception $e) {
  281. // No mailbox found for this email. Skip ticket creation.
  282. return;
  283. }
  284. }
  286. // Set Defaults
  287. $ticketType = !empty($ticketData['type']) ? $ticketData['type'] : $this->getDefaultType();
  288. $ticketStatus = !empty($ticketData['status']) ? $ticketData['status'] : $this->getDefaultStatus();
  289. $ticketPriority = !empty($ticketData['priority']) ? $ticketData['priority'] : $this->getDefaultPriority();
  291. if ('email' == $ticketData['source']) {
  292. $ticketMessageId = !empty($ticketData['messageId']) ? $ticketData['messageId'] : null;
  293. } else {
  294. $ticketMessageId = $this->generateRandomEmailReferenceId();
  295. }
  297. $ticketData['type'] = $ticketType;
  298. $ticketData['status'] = $ticketStatus;
  299. $ticketData['priority'] = $ticketPriority;
  300. $ticketData['messageId'] = $ticketMessageId;
  301. $ticketData['isTrashed'] = false;
  303. $ticket = new Ticket();
  304. foreach ($ticketData as $property => $value) {
  305. $callable = 'set' . ucwords($property);
  307. if (method_exists($ticket, $callable)) {
  308. $ticket->$callable($value);
  309. }
  310. }
  312. $this->entityManager->persist($ticket);
  313. $this->entityManager->flush();
  315. return $this->createThread($ticket, $ticketData);
  316. }
  318. public function createThread(Ticket $ticket, array $threadData)
  319. {
  320. $threadData['isLocked'] = 0;
  322. if ('forward' === $threadData['threadType']) {
  323. $threadData['replyTo'] = $threadData['to'];
  324. }
  326. $collaboratorEmails = [];
  327. // check if $threadData['cc'] is not empty then merge it with $collaboratorEmails
  328. if (! empty($threadData['cc'])) {
  329. if (! is_array($threadData['cc'])) {
  330. $threadData['cc'] = [$threadData['cc']];
  331. }
  333. $collaboratorEmails = array_merge($collaboratorEmails, $threadData['cc']);
  334. }
  336. // check if $threadData['cccol'] is not empty
  337. if (! empty($threadData['cccol'])) {
  338. if (! is_array($threadData['cccol'])) {
  339. $threadData['cccol'] = [$threadData['cccol']];
  340. }
  342. $collaboratorEmails = array_merge($collaboratorEmails, $threadData['cccol']);
  343. }
  345. if (! empty($collaboratorEmails)) {
  346. $threadData['cc'] = $collaboratorEmails;
  347. }
  349. $thread = new Thread();
  350. $thread->setTicket($ticket);
  351. $thread->setCreatedAt(new \DateTime());
  352. $thread->setUpdatedAt(new \DateTime());
  354. if ($threadData['threadType'] != "note") {
  355. foreach ($threadData as $property => $value) {
  356. if (!empty($value)) {
  357. $callable = 'set' . ucwords($property);
  358. if (method_exists($thread, $callable)) {
  359. $thread->$callable($value);
  360. }
  361. }
  362. }
  363. } else {
  364. $this->setTicketNotePlaceholderValue($thread, $threadData, $ticket);
  365. }
  367. // Update ticket reference ids is thread message id is defined
  368. if (null != $thread->getMessageId() && false === strpos($ticket->getReferenceIds(), $thread->getMessageId())) {
  369. $updatedReferenceIds = $ticket->getReferenceIds() . ' ' . $thread->getMessageId();
  370. $ticket->setReferenceIds($updatedReferenceIds);
  372. $this->entityManager->persist($ticket);
  373. }
  375. if ('reply' === $threadData['threadType']) {
  376. if ('agent' === $threadData['createdBy']) {
  377. // Ticket has been updated by support agents, mark as agent replied | customer view pending
  378. $ticket->setIsCustomerViewed(false);
  379. $ticket->setIsReplied(true);
  381. $customerName = $ticket->getCustomer()->getFirstName().' '.$ticket->getCustomer()->getLastName();
  383. $agentActivity = new AgentActivity();
  384. $agentActivity->setThreadType('reply');
  385. $agentActivity->setTicket($ticket);
  386. $agentActivity->setAgent($thread->getUser());
  387. $agentActivity->setCustomerName($customerName);
  388. $agentActivity->setAgentName('agent');
  389. $agentActivity->setCreatedAt(new \DateTime());
  391. $this->entityManager->persist($agentActivity);
  392. } else {
  393. // Ticket has been updated by customer, mark as agent view | reply pending
  394. $ticket->setIsAgentViewed(false);
  395. $ticket->setIsReplied(false);
  396. }
  398. $this->entityManager->persist($ticket);
  399. } else if ('create' === $threadData['threadType']) {
  400. $ticket->setIsReplied(false);
  401. $this->entityManager->persist($ticket);
  403. $customerName = $ticket->getCustomer()->getFirstName().' '.$ticket->getCustomer()->getLastName();
  405. $agentActivity = new AgentActivity();
  406. $agentActivity->setThreadType('create');
  407. $agentActivity->setTicket($ticket);
  408. $agentActivity->setAgent($thread->getUser());
  409. $agentActivity->setCustomerName($customerName );
  410. $agentActivity->setAgentName('agent');
  411. $agentActivity->setCreatedAt(new \DateTime());
  413. $this->entityManager->persist($agentActivity);
  414. }
  416. $ticket->currentThread = $this->entityManager->getRepository(Thread::class)->getTicketCurrentThread($ticket);
  418. $this->entityManager->persist($thread);
  419. $this->entityManager->flush();
  421. $ticket->createdThread = $thread;
  423. // Uploading Attachments.
  424. if (
  425. (isset($threadData['attachments']) && ! empty($threadData['attachments'])) || (isset($threadData['attachmentContent']) && ! empty($threadData['attachmentContent']))
  426. ) {
  427. if ('email' == $threadData['source']) {
  428. // Saving Email attachments in case of outlook with $threadData['attachmentContent']
  429. $this->saveThreadEmailAttachments($thread, $threadData['attachments'], $threadData['attachmentContent'] ?? []);
  430. } else if (!empty($threadData['attachments'])) {
  431. $this->saveThreadAttachment($thread, $threadData['attachments']);
  432. }
  433. }
  435. return $thread;
  436. }
  438. public function setTicketNotePlaceholderValue($thread, $threadData, $ticket)
  439. {
  440. if (!empty($threadData)) {
  441. foreach ($threadData as $property => $value) {
  442. if (!empty($value)) {
  443. $callable = 'set' . ucwords($property);
  444. if (method_exists($thread, $callable)) {
  445. if($callable != "setMessage") {
  446. $thread->$callable($value);
  447. } else {
  448. $notesPlaceholders = $this->getNotePlaceholderValues($ticket, 'customer');
  449. $content = $value;
  450. foreach ($notesPlaceholders as $key => $val) {
  451. if(strpos($value, "{%$key%}") !== false){
  452. $content = strtr($value, ["{%$key%}" => $val, "{% $key %}" => $val]);
  453. }
  454. }
  456. $content = stripslashes($content);
  457. $thread->$callable($content);
  458. }
  459. }
  460. }
  461. }
  462. }
  463. }
  465. public function saveThreadAttachment($thread, array $attachments)
  466. {
  467. $prefix = 'threads/' . $thread->getId();
  468. $uploadManager = $this->container->get('uvdesk.core.file_system.service')->getUploadManager();
  470. foreach ($attachments as $attachment) {
  471. $uploadedFileAttributes = $uploadManager->uploadFile($attachment, $prefix);
  473. if (!empty($uploadedFileAttributes['path'])) {
  474. ($threadAttachment = new Attachment())
  475. ->setThread($thread)
  476. ->setName($uploadedFileAttributes['name'])
  477. ->setPath($uploadedFileAttributes['path'])
  478. ->setSize($uploadedFileAttributes['size'])
  479. ->setContentType($uploadedFileAttributes['content-type']);
  481. $this->entityManager->persist($threadAttachment);
  482. }
  483. }
  485. $this->entityManager->flush();
  486. }
  488. public function saveThreadEmailAttachments($thread, array $attachments, array $attachmentContents)
  489. {
  490. $prefix = 'threads/' . $thread->getId();
  491. $uploadManager = $this->container->get('uvdesk.core.file_system.service')->getUploadManager();
  493. // Upload thread attachments
  494. foreach ($attachments as $attachment) {
  495. $uploadedFileAttributes = $uploadManager->uploadEmailAttachment($attachment, $prefix);
  497. if (!empty($uploadedFileAttributes['path'])) {
  498. ($threadAttachment = new Attachment())
  499. ->setThread($thread)
  500. ->setName($uploadedFileAttributes['name'])
  501. ->setPath($uploadedFileAttributes['path'])
  502. ->setSize($uploadedFileAttributes['size'])
  503. ->setContentType($uploadedFileAttributes['content-type']);
  505. $this->entityManager->persist($threadAttachment);
  506. }
  507. }
  509. // Microsoft 365 Attachments.
  510. $prefixOutlook = 'public/assets/threads/'. $thread->getId(). '/';
  511. foreach ($attachmentContents as $attachmentContent) {
  512. $decodedData = base64_decode(preg_replace('#^data:image/\w+;base64,#i', '', $attachmentContent['content']));
  514. $filePath = $prefixOutlook . $attachmentContent['name'];
  516. if (! is_dir($prefixOutlook)) {
  517. mkdir($prefixOutlook, 0755, true);
  518. }
  520. // Save attachment content to file
  521. if (file_put_contents($filePath, $decodedData) === false) {
  522. error_log("Error: Failed to save attachment to $filePath");
  523. }
  525. if (! empty($filePath)) {
  526. ($threadAttachment = new Attachment())
  527. ->setThread($thread)
  528. ->setName($attachmentContent['name'])
  529. ->setPath(str_replace('public/', '' , $filePath))
  530. ->setSize(23343)
  531. ->setContentType($attachmentContent['mimeType']);
  533. $this->entityManager->persist($threadAttachment);
  534. }
  536. $this->entityManager->flush();
  537. }
  538. }
  540. public function getTypes()
  541. {
  542. static $types;
  543. if (null !== $types)
  544. return $types;
  546. $qb = $this->entityManager->createQueryBuilder();
  547. $qb->select('tp.id','tp.code As name')->from(TicketType::class, 'tp')
  548. ->andWhere('tp.isActive = 1')
  549. ->orderBy('tp.code', 'ASC');
  551. return $types = $qb->getQuery()->getArrayResult();
  552. }
  554. public function getStatus()
  555. {
  556. static $statuses;
  557. if (null !== $statuses)
  558. return $statuses;
  560. $qb = $this->entityManager->createQueryBuilder();
  561. $qb->select('ts')->from(TicketStatus::class, 'ts');
  562. // $qb->orderBy('ts.sortOrder', Criteria::ASC);
  564. return $statuses = $qb->getQuery()->getArrayResult();
  565. }
  567. public function getTicketTotalThreads($ticketId)
  568. {
  569. $qb = $this->entityManager->createQueryBuilder();
  570. $qb->select('COUNT(th.id) as threadCount')->from(Ticket::class, 't')
  571. ->leftJoin('t.threads', 'th')
  572. ->andWhere('t.id = :ticketId')
  573. ->andWhere('th.threadType = :threadType')
  574. ->setParameter('threadType','reply')
  575. ->setParameter('ticketId', $ticketId);
  577. $qb = $this->entityManager->createQueryBuilder();
  578. $qb->select('COUNT(t.id) as threadCount')->from(Thread::class, 't')
  579. ->andWhere('t.ticket = :ticketId')
  580. ->andWhere('t.threadType = :threadType')
  581. ->setParameter('threadType','reply')
  582. ->setParameter('ticketId', $ticketId);
  584. return $qb->getQuery()->getSingleScalarResult();
  585. }
  587. public function getTicketTags($request = null)
  588. {
  589. $qb = $this->entityManager->createQueryBuilder();
  590. $qb->select('tg')->from(Tag::class, 'tg');
  592. if($request) {
  593. $qb->andWhere("tg.name LIKE :tagName");
  594. $qb->setParameter('tagName', '%'.urldecode(trim($request->query->get('query'))).'%');
  595. $qb->andWhere("tg.id NOT IN (:ids)");
  596. $qb->setParameter('ids', explode(',',urldecode($request->query->get('not'))));
  597. }
  599. return $qb->getQuery()->getArrayResult();
  600. }
  602. public function paginateMembersTicketCollection(Request $request)
  603. {
  604. $params = $request->query->all();
  605. $activeUser = $this->container->get('user.service')->getSessionUser();
  606. $activeUserTimeZone = $this->entityManager->getRepository(Website::class)->findOneBy(['code' => 'Knowledgebase']);
  607. $agentTimeZone = !empty($activeUser->getTimezone()) ? $activeUser->getTimezone() : $activeUserTimeZone->getTimezone();
  608. $agentTimeFormat = !empty($activeUser->getTimeformat()) ? $activeUser->getTimeformat() : $activeUserTimeZone->getTimeformat();
  610. $ticketRepository = $this->entityManager->getRepository(Ticket::class);
  612. $website = $this->entityManager->getRepository(Website::class)->findOneBy(['code' => 'helpdesk']);
  613. $timeZone = $website->getTimezone();
  614. $timeFormat = $website->getTimeformat();
  616. $supportGroupReference = $this->entityManager->getRepository(User::class)->getUserSupportGroupReferences($activeUser);
  617. $supportTeamReference = $this->entityManager->getRepository(User::class)->getUserSupportTeamReferences($activeUser);
  619. // Get base query
  620. $baseQuery = $ticketRepository->prepareBaseTicketQuery($activeUser, $supportGroupReference, $supportTeamReference, $params);
  621. $ticketTabs = $ticketRepository->getTicketTabDetails($activeUser, $supportGroupReference, $supportTeamReference, $params);
  623. // Apply Pagination
  624. $pageNumber = !empty($params['page']) ? (int) $params['page'] : 1;
  625. $itemsLimit = !empty($params['limit']) ? (int) $params['limit'] : $ticketRepository::DEFAULT_PAGINATION_LIMIT;
  627. if (isset($params['repliesLess']) || isset($params['repliesMore'])) {
  628. $paginationOptions = ['wrap-queries' => true];
  629. $paginationQuery = $baseQuery->getQuery()
  630. ->setHydrationMode(Query::HYDRATE_ARRAY);
  631. } else {
  632. $paginationOptions = ['distinct' => true];
  633. $paginationQuery = $baseQuery->getQuery()
  634. ->setHydrationMode(Query::HYDRATE_ARRAY)
  635. ->setHint('knp_paginator.count', isset($params['status']) ? $ticketTabs[$params['status']] : $ticketTabs[1]);
  636. }
  638. $pagination = $this->container->get('knp_paginator')->paginate($paginationQuery, $pageNumber, $itemsLimit, $paginationOptions);
  639. // Process Pagination Response
  640. $ticketCollection = [];
  641. $paginationParams = $pagination->getParams();
  642. $paginationData = $pagination->getPaginationData();
  644. $paginationParams['page'] = 'replacePage';
  645. $paginationData['url'] = '#' . $this->container->get('uvdesk.service')->buildPaginationQuery($paginationParams);
  646. // $container->get('default.service')->buildSessionUrl('ticket',$queryParameters);
  649. $ticketThreadCountQueryTemplate = $this->entityManager->createQueryBuilder()
  650. ->select('COUNT(thread.id) as threadCount')
  651. ->from(Ticket::class, 'ticket')
  652. ->leftJoin('ticket.threads', 'thread')
  653. ->where('ticket.id = :ticketId')
  654. ->andWhere('thread.threadType = :threadType')->setParameter('threadType', 'reply');
  656. foreach ($pagination->getItems() as $ticketDetails) {
  657. $ticket = array_shift($ticketDetails);
  659. $ticketThreadCountQuery = clone $ticketThreadCountQueryTemplate;
  660. $ticketThreadCountQuery->setParameter('ticketId', $ticket['id']);
  662. $totalTicketReplies = (int) $ticketThreadCountQuery->getQuery()->getSingleScalarResult();
  663. $ticketHasAttachments = false;
  664. $dbTime = $ticket['createdAt'];
  666. $formattedTime= $this->fomatTimeByPreference($dbTime,$timeZone,$timeFormat,$agentTimeZone,$agentTimeFormat);
  668. $currentDateTime = new \DateTime('now');
  669. if ($this->getLastReply($ticket['id'])) {
  670. $lastRepliedTime =
  671. $this->time2string($currentDateTime->getTimeStamp() - $this->getLastReply($ticket['id'])['createdAt']->getTimeStamp());
  672. } else {
  673. $lastRepliedTime =
  674. $this->time2string($currentDateTime->getTimeStamp() - $ticket['createdAt']->getTimeStamp());
  675. }
  677. $ticketResponse = [
  678. 'id' => $ticket['id'],
  679. 'subject' => $ticket['subject'],
  680. 'isStarred' => $ticket['isStarred'],
  681. 'isAgentView' => $ticket['isAgentViewed'],
  682. 'isTrashed' => $ticket['isTrashed'],
  683. 'source' => $ticket['source'],
  684. 'group' => $ticketDetails['groupName'],
  685. 'team' => $ticketDetails['teamName'],
  686. 'priority' => $ticket['priority'],
  687. 'type' => $ticketDetails['typeName'],
  688. 'timestamp' => $formattedTime['dateTimeZone'],
  689. 'formatedCreatedAt' => $formattedTime['dateTimeZone']->format($formattedTime['timeFormatString']),
  690. 'totalThreads' => $totalTicketReplies,
  691. 'agent' => null,
  692. 'customer' => null,
  693. 'hasAttachments' => $ticketHasAttachments,
  694. 'lastReplyTime' => $lastRepliedTime
  695. ];
  697. if (!empty($ticketDetails['agentId'])) {
  698. $ticketResponse['agent'] = [
  699. 'id' => $ticketDetails['agentId'],
  700. 'name' => $ticketDetails['agentName'],
  701. 'smallThumbnail' => $ticketDetails['smallThumbnail'],
  702. ];
  703. }
  705. if (!empty($ticketDetails['customerId'])) {
  706. $ticketResponse['customer'] = [
  707. 'id' => $ticketDetails['customerId'],
  708. 'name' => $ticketDetails['customerName'],
  709. 'email' => $ticketDetails['customerEmail'],
  710. 'smallThumbnail' => $ticketDetails['customersmallThumbnail'],
  711. ];
  712. }
  714. array_push($ticketCollection, $ticketResponse);
  715. }
  717. return [
  718. 'tickets' => $ticketCollection,
  719. 'pagination' => $paginationData,
  720. 'tabs' => $ticketTabs,
  721. 'labels' => [
  722. 'predefind' => $this->getPredefindLabelDetails($activeUser, $supportGroupReference, $supportTeamReference, $params),
  723. 'custom' => $this->getCustomLabelDetails($this->container),
  724. ],
  726. ];
  727. }
  729. // Convert Timestamp to day/hour/min
  730. Public function time2string($time) {
  731. $d = floor($time/86400);
  732. $_d = ($d < 10 ? '0' : '').$d;
  734. $h = floor(($time-$d*86400)/3600);
  735. $_h = ($h < 10 ? '0' : '').$h;
  737. $m = floor(($time-($d*86400+$h*3600))/60);
  738. $_m = ($m < 10 ? '0' : '').$m;
  740. $s = $time-($d*86400+$h*3600+$m*60);
  741. $_s = ($s < 10 ? '0' : '').$s;
  743. $time_str = "0 minutes";
  744. if ($_d != 00)
  745. $time_str = $_d." ".'days';
  746. elseif ($_h != 00)
  747. $time_str = $_h." ".'hours';
  748. elseif ($_m != 00)
  749. $time_str = $_m." ".'minutes';
  751. return $time_str." "."ago";
  752. }
  754. public function getPredefindLabelDetails(User $currentUser, array $supportGroupIds = [], array $supportTeamIds = [], array $params = [])
  755. {
  756. $data = array();
  757. $queryBuilder = $this->entityManager->createQueryBuilder();
  758. $ticketRepository = $this->entityManager->getRepository(Ticket::class);
  759. $queryBuilder->select('COUNT(DISTINCT ticket.id) as ticketCount')->from(Ticket::class, 'ticket');
  761. // // applyFilter according to permission
  762. $queryBuilder->where('ticket.isTrashed != 1');
  763. $userInstance = $currentUser->getAgentInstance();
  765. if (!empty($userInstance) && 'ROLE_AGENT' == $userInstance->getSupportRole()->getCode()
  766. && $userInstance->getTicketAccesslevel() != 1) {
  767. $supportGroupIds = implode(',', $supportGroupIds);
  768. $supportTeamIds = implode(',', $supportTeamIds);
  770. if ($userInstance->getTicketAccesslevel() == 4) {
  771. $queryBuilder->andWhere('ticket.agent = ' . $currentUser->getId());
  772. } elseif ($userInstance->getTicketAccesslevel() == 2) {
  773. $query = '';
  774. if ($supportGroupIds){
  775. $query .= ' OR supportGroup.id IN('.$supportGroupIds.') ';
  776. }
  777. if ($supportTeamIds) {
  778. $query .= ' OR supportTeam.id IN('.$supportTeamIds.') ';
  779. }
  780. $queryBuilder->leftJoin('ticket.supportGroup', 'supportGroup')
  781. ->leftJoin('ticket.supportTeam', 'supportTeam')
  782. ->andWhere('( ticket.agent = ' . $currentUser->getId().$query.')');
  784. } elseif ($userInstance->getTicketAccesslevel() == 3) {
  785. $query = '';
  786. if ($supportTeamIds) {
  787. $query .= ' OR supportTeam.id IN('.$supportTeamIds.') ';
  788. }
  789. $queryBuilder->leftJoin('ticket.supportGroup', 'supportGroup')
  790. ->leftJoin('ticket.supportTeam', 'supportTeam')
  791. ->andWhere('( ticket.agent = ' . $currentUser->getId().$query. ')');
  792. }
  793. }
  795. // for all tickets count
  796. $data['all'] = $queryBuilder->getQuery()->getSingleScalarResult();
  798. // for new tickets count
  799. $newQb = clone $queryBuilder;
  800. $newQb->andWhere('ticket.isNew = 1');
  801. $data['new'] = $newQb->getQuery()->getSingleScalarResult();
  803. // for unassigned tickets count
  804. $unassignedQb = clone $queryBuilder;
  805. $unassignedQb->andWhere("ticket.agent is NULL");
  806. $data['unassigned'] = $unassignedQb->getQuery()->getSingleScalarResult();
  808. // for unanswered ticket count
  809. $unansweredQb = clone $queryBuilder;
  810. $unansweredQb->andWhere('ticket.isReplied = 0');
  811. $data['notreplied'] = $unansweredQb->getQuery()->getSingleScalarResult();
  813. // for my tickets count
  814. $mineQb = clone $queryBuilder;
  815. $mineQb->andWhere("ticket.agent = :agentId")
  816. ->setParameter('agentId', $currentUser->getId());
  817. $data['mine'] = $mineQb->getQuery()->getSingleScalarResult();
  819. // for starred tickets count
  820. $starredQb = clone $queryBuilder;
  821. $starredQb->andWhere('ticket.isStarred = 1');
  822. $data['starred'] = $starredQb->getQuery()->getSingleScalarResult();
  824. // for trashed tickets count
  825. $trashedQb = clone $queryBuilder;
  826. $trashedQb->where('ticket.isTrashed = 1');
  827. if ($currentUser->getRoles()[0] != 'ROLE_SUPER_ADMIN' && $userInstance->getTicketAccesslevel() != 1) {
  828. $trashedQb->andWhere('ticket.agent = ' . $currentUser->getId());
  829. }
  830. $data['trashed'] = $trashedQb->getQuery()->getSingleScalarResult();
  832. return $data;
  833. }
  835. public function paginateMembersTicketThreadCollection(Ticket $ticket, Request $request)
  836. {
  837. $params = $request->query->all();
  838. $entityManager = $this->entityManager;
  839. $activeUser = $this->container->get('user.service')->getSessionUser();
  841. $activeUserTimeZone = $this->entityManager->getRepository(Website::class)->findOneBy(['code' => 'Knowledgebase']);
  842. $agentTimeZone = !empty($activeUser->getTimezone()) ? $activeUser->getTimezone() : $activeUserTimeZone->getTimezone();
  843. $agentTimeFormat = !empty($activeUser->getTimeformat()) ? $activeUser->getTimeformat() : $activeUserTimeZone->getTimeformat();
  845. $threadRepository = $entityManager->getRepository(Thread::class);
  846. $uvdeskFileSystemService = $this->container->get('uvdesk.core.file_system.service');
  848. // Get base query
  849. $enableLockedThreads = $this->container->get('user.service')->isAccessAuthorized('ROLE_AGENT_MANAGE_LOCK_AND_UNLOCK_THREAD');
  850. $baseQuery = $threadRepository->prepareBasePaginationRecentThreadsQuery($ticket, $params, $enableLockedThreads);
  852. // Apply Pagination
  853. $paginationItemsQuery = clone $baseQuery;
  854. $totalPaginationItems = $paginationItemsQuery->select('COUNT(DISTINCT thread.id)')->getQuery()->getSingleScalarResult();
  856. $pageNumber = !empty($params['page']) ? (int) $params['page'] : 1;
  857. $itemsLimit = !empty($params['limit']) ? (int) $params['limit'] : $threadRepository::DEFAULT_PAGINATION_LIMIT;
  859. $paginationOptions = ['distinct' => true];
  860. $paginationQuery = $baseQuery->getQuery()->setHydrationMode(Query::HYDRATE_ARRAY)->setHint('knp_paginator.count', (int) $totalPaginationItems);
  862. $pagination = $this->container->get('knp_paginator')->paginate($paginationQuery, $pageNumber, $itemsLimit, $paginationOptions);
  864. // Process Pagination Response
  865. $threadCollection = [];
  866. $paginationParams = $pagination->getParams();
  867. $paginationData = $pagination->getPaginationData();
  869. $website = $this->entityManager->getRepository(Website::class)->findOneBy(['code' => 'helpdesk']);
  870. $timeZone = $website->getTimezone();
  871. $timeFormat = $website->getTimeformat();
  873. if (!empty($params['threadRequestedId'])) {
  874. $requestedThreadCollection = $baseQuery
  875. ->andWhere('thread.id >= :threadRequestedId')->setParameter('threadRequestedId', (int) $params['threadRequestedId'])
  876. ->getQuery()->getArrayResult();
  878. $totalRequestedThreads = count($requestedThreadCollection);
  879. $paginationData['current'] = ceil($totalRequestedThreads / $threadRepository::DEFAULT_PAGINATION_LIMIT);
  881. if ($paginationData['current'] > 1) {
  882. $paginationData['firstItemNumber'] = 1;
  883. $paginationData['lastItemNumber'] = $totalRequestedThreads;
  884. $paginationData['next'] = ceil(($totalRequestedThreads + 1) / $threadRepository::DEFAULT_PAGINATION_LIMIT);
  885. }
  886. }
  888. $paginationParams['page'] = 'replacePage';
  889. $paginationData['url'] = '#' . $this->container->get('uvdesk.service')->buildPaginationQuery($paginationParams);
  890. foreach ($pagination->getItems() as $threadDetails) {
  891. $dbTime = $threadDetails['createdAt'];
  892. $formattedTime = $this->fomatTimeByPreference($dbTime,$timeZone,$timeFormat,$agentTimeZone,$agentTimeFormat);
  894. $threadResponse = [
  895. 'id' => $threadDetails['id'],
  896. 'user' => null,
  897. 'fullname' => null,
  898. 'reply' => html_entity_decode($threadDetails['message']),
  899. 'source' => $threadDetails['source'],
  900. 'threadType' => $threadDetails['threadType'],
  901. 'userType' => $threadDetails['createdBy'],
  902. 'timestamp' => $formattedTime['dateTimeZone'],
  903. 'formatedCreatedAt' => $formattedTime['dateTimeZone']->format($formattedTime['timeFormatString']),
  904. 'bookmark' => $threadDetails['isBookmarked'],
  905. 'isLocked' => $threadDetails['isLocked'],
  906. 'replyTo' => $threadDetails['replyTo'],
  907. 'cc' => $threadDetails['cc'],
  908. 'bcc' => $threadDetails['bcc'],
  909. 'attachments' => $threadDetails['attachments'],
  910. ];
  912. if (!empty($threadDetails['user'])) {
  913. $threadResponse['fullname'] = trim($threadDetails['user']['firstName'] . ' ' . $threadDetails['user']['lastName']);
  914. $threadResponse['user'] = [
  915. 'id' => $threadDetails['user']['id'],
  916. 'smallThumbnail' => $threadDetails['user']['userInstance'][0]['profileImagePath'],
  917. 'name' => $threadResponse['fullname'],
  918. ];
  919. }
  921. if (!empty($threadResponse['attachments'])) {
  922. $threadResponse['attachments'] = array_map(function ($attachment) use ($entityManager, $uvdeskFileSystemService) {
  923. $attachmentReferenceObject = $entityManager->getReference(Attachment::class, $attachment['id']);
  924. return $uvdeskFileSystemService->getFileTypeAssociations($attachmentReferenceObject);
  925. }, $threadResponse['attachments']);
  926. }
  928. array_push($threadCollection, $threadResponse);
  929. }
  931. return [
  932. 'threads' => $threadCollection,
  933. 'pagination' => $paginationData,
  934. ];
  935. }
  937. public function massXhrUpdate(Request $request)
  938. {
  939. $params = $request->request->get('data');
  941. foreach ($params['ids'] as $ticketId) {
  942. $ticket = $this->entityManager->getRepository(Ticket::class)->find($ticketId);
  944. if (false == $this->isTicketAccessGranted($ticket)) {
  945. throw new \Exception('Access Denied', 403);
  946. }
  948. if (empty($ticket)) {
  949. continue;
  950. }
  952. switch ($params['actionType']) {
  953. case 'trashed':
  954. if (false == $ticket->getIsTrashed()) {
  955. $ticket->setIsTrashed(true);
  957. $this->entityManager->persist($ticket);
  958. }
  960. // Trigger ticket delete event
  961. $event = new CoreWorkflowEvents\Ticket\Delete();
  962. $event
  963. ->setTicket($ticket)
  964. ;
  966. $this->container->get('event_dispatcher')->dispatch($event, 'uvdesk.automation.workflow.execute');
  968. break;
  969. case 'delete':
  970. $threads = $ticket->getThreads();
  971. $fileService = new Filesystem();
  973. if (count($threads) > 0) {
  974. foreach($threads as $thread) {
  975. if (!empty($thread)) {
  976. $fileService->remove($this->container->getParameter('kernel.project_dir').'/public/assets/threads/'.$thread->getId());
  977. }
  978. }
  979. }
  981. $this->entityManager->remove($ticket);
  983. break;
  984. case 'restored':
  985. if (true == $ticket->getIsTrashed()) {
  986. $ticket->setIsTrashed(false);
  988. $this->entityManager->persist($ticket);
  989. }
  991. break;
  992. case 'agent':
  993. if ($ticket->getAgent() == null || $ticket->getAgent() && $ticket->getAgent()->getId() != $params['targetId']) {
  995. $agent = $this->entityManager->getRepository(User::class)->find($params['targetId']);
  996. $ticket->setAgent($agent);
  998. $this->entityManager->persist($ticket);
  1000. // Trigger Agent Assign event
  1001. $event = new CoreWorkflowEvents\Ticket\Agent();
  1002. $event
  1003. ->setTicket($ticket)
  1004. ;
  1006. $this->container->get('event_dispatcher')->dispatch($event, 'uvdesk.automation.workflow.execute');
  1007. }
  1009. break;
  1010. case 'status':
  1011. if ($ticket->getStatus() == null || $ticket->getStatus() && $ticket->getStatus()->getId() != $params['targetId']) {
  1013. $status = $this->entityManager->getRepository(TicketStatus::class)->findOneById($params['targetId']);
  1014. $ticket->setStatus($status);
  1016. $this->entityManager->persist($ticket);
  1018. // Trigger ticket status event
  1019. $event = new CoreWorkflowEvents\Ticket\Status();
  1020. $event
  1021. ->setTicket($ticket)
  1022. ;
  1024. $this->container->get('event_dispatcher')->dispatch($event, 'uvdesk.automation.workflow.execute');
  1025. }
  1027. break;
  1028. case 'type':
  1029. if ($ticket->getType() == null || $ticket->getType() && $ticket->getType()->getId() != $params['targetId']) {
  1031. $type = $this->entityManager->getRepository(TicketType::class)->findOneById($params['targetId']);
  1032. $ticket->setType($type);
  1034. $this->entityManager->persist($ticket);
  1036. // Trigger ticket type event
  1037. $event = new CoreWorkflowEvents\Ticket\Type();
  1038. $event
  1039. ->setTicket($ticket)
  1040. ;
  1042. $this->container->get('event_dispatcher')->dispatch($event, 'uvdesk.automation.workflow.execute');
  1043. }
  1045. break;
  1046. case 'group':
  1047. if ($ticket->getSupportGroup() == null || $ticket->getSupportGroup() && $ticket->getSupportGroup()->getId() != $params['targetId']) {
  1049. $group = $this->entityManager->getRepository(SupportGroup::class)->find($params['targetId']);
  1050. $ticket->setSupportGroup($group);
  1052. $this->entityManager->persist($ticket);
  1054. // Trigger Support group event
  1055. $event = new CoreWorkflowEvents\Ticket\Group();
  1056. $event
  1057. ->setTicket($ticket)
  1058. ;
  1060. $this->container->get('event_dispatcher')->dispatch($event, 'uvdesk.automation.workflow.execute');
  1061. }
  1063. break;
  1064. case 'team':
  1065. if ($ticket->getSupportTeam() == null || $ticket->getSupportTeam() && $ticket->getSupportTeam()->getId() != $params['targetId']){
  1067. $team = $this->entityManager->getRepository(SupportTeam::class)->find($params['targetId']);
  1068. $ticket->setSupportTeam($team);
  1070. $this->entityManager->persist($ticket);
  1072. // Trigger team event
  1073. $event = new CoreWorkflowEvents\Ticket\Team();
  1074. $event
  1075. ->setTicket($ticket)
  1076. ;
  1078. $this->container->get('event_dispatcher')->dispatch($event, 'uvdesk.automation.workflow.execute');
  1079. }
  1081. break;
  1082. case 'priority':
  1083. if ($ticket->getPriority() == null || $ticket->getPriority() && $ticket->getPriority()->getId() != $params['targetId']) {
  1085. $priority = $this->entityManager->getRepository(TicketPriority::class)->find($params['targetId']);
  1086. $ticket->setPriority($priority);
  1088. $this->entityManager->persist($ticket);
  1090. // Trigger ticket Priority event
  1091. $event = new CoreWorkflowEvents\Ticket\Priority();
  1092. $event
  1093. ->setTicket($ticket)
  1094. ;
  1096. $this->container->get('event_dispatcher')->dispatch($event, 'uvdesk.automation.workflow.execute');
  1097. }
  1099. break;
  1100. case 'label':
  1101. $label = $this->entityManager->getRepository(SupportLabel::class)->find($params['targetId']);
  1103. if ($label && !$this->entityManager->getRepository(Ticket::class)->isLabelAlreadyAdded($ticket, $label)) {
  1104. $ticket->addSupportLabel($label);
  1105. }
  1107. $this->entityManager->persist($ticket);
  1109. break;
  1110. default:
  1111. break;
  1112. }
  1113. }
  1115. $this->entityManager->flush();
  1117. if ($params['actionType'] == 'trashed') {
  1118. $message = 'Success ! Tickets moved to trashed successfully.';
  1119. } elseif ($params['actionType'] == 'restored') {
  1120. $message = 'Success ! Tickets restored successfully.';
  1121. } elseif ($params['actionType'] == 'delete') {
  1122. $message = 'Success ! Tickets removed successfully.';
  1123. } elseif ($params['actionType'] == 'agent'){
  1124. $message = 'Success ! Agent assigned successfully.';
  1125. } elseif ($params['actionType'] == 'status'){
  1126. $message = 'Success ! Tickets status updated successfully.';
  1127. } elseif ($params['actionType'] == 'type'){
  1128. $message = 'Success ! Tickets type updated successfully.';
  1129. } elseif ($params['actionType'] == 'group'){
  1130. $message = 'Success ! Tickets group updated successfully.';
  1131. } elseif ($params['actionType'] == 'team') {
  1132. $message = 'Success ! Tickets team updated successfully.';
  1133. } elseif ($params['actionType'] == 'priority') {
  1134. $message = 'Success ! Tickets priority updated successfully.';
  1135. } elseif ($params['actionType'] == 'label') {
  1136. $message = 'Success ! Tickets added to label successfully.';
  1137. } else {
  1138. $message = 'Success ! Tickets have been updated successfully';
  1139. }
  1141. return [
  1142. 'alertClass' => 'success',
  1143. 'alertMessage' => $this->trans($message),
  1144. ];
  1145. }
  1147. public function getNotePlaceholderValues($ticket, $type = "customer")
  1148. {
  1149. $variables = array();
  1150. $variables['ticket.id'] = $ticket->getId();
  1151. $variables['ticket.subject'] = $ticket->getSubject();
  1153. $variables['ticket.status'] = $ticket->getStatus()->getCode();
  1154. $variables['ticket.priority'] = $ticket->getPriority()->getCode();
  1155. if($ticket->getSupportGroup())
  1156. $variables['ticket.group'] = $ticket->getSupportGroup()->getName();
  1157. else
  1158. $variables['ticket.group'] = '';
  1160. $variables['ticket.team'] = ($ticket->getSupportTeam() ? $ticket->getSupportTeam()->getName() : '');
  1162. $customer = $this->container->get('user.service')->getCustomerPartialDetailById($ticket->getCustomer()->getId());
  1163. $variables['ticket.customerName'] = $customer['name'];
  1164. $userService = $this->container->get('user.service');
  1166. $variables['ticket.agentName'] = '';
  1167. $variables['ticket.agentEmail'] = '';
  1168. if ($ticket->getAgent()) {
  1169. $agent = $this->container->get('user.service')->getAgentDetailById($ticket->getAgent()->getId());
  1170. if($agent) {
  1171. $variables['ticket.agentName'] = $agent['name'];
  1172. $variables['ticket.agentEmail'] = $agent['email'];
  1173. }
  1174. }
  1176. $router = $this->container->get('router');
  1178. if ($type == 'customer') {
  1179. $ticketListURL = $router->generate('helpdesk_member_ticket_collection', [
  1180. 'id' => $ticket->getId(),
  1181. ], UrlGeneratorInterface::ABSOLUTE_URL);
  1182. } else {
  1183. $ticketListURL = $router->generate('helpdesk_customer_ticket_collection', [
  1184. 'id' => $ticket->getId(),
  1185. ], UrlGeneratorInterface::ABSOLUTE_URL);
  1186. }
  1188. $variables['ticket.link'] = sprintf("<a href='%s'>#%s</a>", $ticketListURL, $ticket->getId());
  1190. return $variables;
  1191. }
  1193. public function paginateMembersTicketTypeCollection(Request $request)
  1194. {
  1195. // Get base query
  1196. $params = $request->query->all();
  1197. $ticketRepository = $this->entityManager->getRepository(Ticket::class);
  1198. $paginationQuery = $ticketRepository->prepareBasePaginationTicketTypesQuery($params);
  1200. // Apply Pagination
  1201. $paginationOptions = ['distinct' => true];
  1202. $pageNumber = !empty($params['page']) ? (int) $params['page'] : 1;
  1203. $itemsLimit = !empty($params['limit']) ? (int) $params['limit'] : $ticketRepository::DEFAULT_PAGINATION_LIMIT;
  1205. $pagination = $this->container->get('knp_paginator')->paginate($paginationQuery, $pageNumber, $itemsLimit, $paginationOptions);
  1207. // Process Pagination Response
  1208. $paginationParams = $pagination->getParams();
  1209. $paginationData = $pagination->getPaginationData();
  1211. $paginationParams['page'] = 'replacePage';
  1212. $paginationData['url'] = '#' . $this->container->get('uvdesk.service')->buildPaginationQuery($paginationParams);
  1214. return [
  1215. 'types' => array_map(function ($ticketType) {
  1216. return [
  1217. 'id' => $ticketType->getId(),
  1218. 'code' => strtoupper($ticketType->getCode()),
  1219. 'description' => $ticketType->getDescription(),
  1220. 'isActive' => $ticketType->getIsActive(),
  1221. ];
  1222. }, $pagination->getItems()),
  1223. 'pagination_data' => $paginationData,
  1224. ];
  1225. }
  1227. public function paginateMembersTagCollection(Request $request)
  1228. {
  1229. // Get base query
  1230. $params = $request->query->all();
  1231. $ticketRepository = $this->entityManager->getRepository(Ticket::class);
  1232. $baseQuery = $ticketRepository->prepareBasePaginationTagsQuery($params);
  1234. // Apply Pagination
  1235. $paginationResultsQuery = clone $baseQuery;
  1236. $paginationResultsQuery->select('COUNT(supportTag.id)');
  1237. $paginationQuery = $baseQuery->getQuery()->setHydrationMode(Query::HYDRATE_ARRAY)->setHint('knp_paginator.count', count($paginationResultsQuery->getQuery()->getResult()));
  1239. $paginationOptions = ['distinct' => true];
  1240. $pageNumber = !empty($params['page']) ? (int) $params['page'] : 1;
  1241. $itemsLimit = !empty($params['limit']) ? (int) $params['limit'] : $ticketRepository::DEFAULT_PAGINATION_LIMIT;
  1243. $pagination = $this->container->get('knp_paginator')->paginate($paginationQuery, $pageNumber, $itemsLimit, $paginationOptions);
  1245. // Process Pagination Response
  1246. $paginationParams = $pagination->getParams();
  1247. $paginationData = $pagination->getPaginationData();
  1249. $paginationParams['page'] = 'replacePage';
  1250. $paginationData['url'] = '#' . $this->container->get('uvdesk.service')->buildPaginationQuery($paginationParams);
  1252. if (in_array('UVDeskSupportCenterBundle', array_keys($this->container->getParameter('kernel.bundles')))) {
  1253. $articleRepository = $this->entityManager->getRepository(Article::class);
  1255. return [
  1256. 'tags' => array_map(function ($supportTag) use ($articleRepository) {
  1257. return [
  1258. 'id' => $supportTag['id'],
  1259. 'name' => $supportTag['name'],
  1260. 'ticketCount' => $supportTag['totalTickets'],
  1261. 'articleCount' => $articleRepository->getTotalArticlesBySupportTag($supportTag['id']),
  1262. ];
  1263. }, $pagination->getItems()),
  1264. 'pagination_data' => $paginationData,
  1265. ];
  1266. } else {
  1267. return [
  1268. 'tags' => array_map(function ($supportTag) {
  1269. return [
  1270. 'id' => $supportTag['id'],
  1271. 'name' => $supportTag['name'],
  1272. 'ticketCount' => $supportTag['totalTickets'],
  1273. ];
  1274. }, $pagination->getItems()),
  1275. 'pagination_data' => $paginationData,
  1276. ];
  1277. }
  1278. }
  1280. public function getTicketInitialThreadDetails(Ticket $ticket)
  1281. {
  1282. $initialThread = $this->entityManager->getRepository(Thread::class)->findOneBy([
  1283. 'ticket' => $ticket,
  1284. 'threadType' => 'create',
  1285. ]);
  1287. if (!empty($initialThread)) {
  1288. $author = $initialThread->getUser();
  1289. $authorInstance = 'agent' == $initialThread->getCreatedBy() ? $author->getAgentInstance() : $author->getCustomerInstance();
  1291. $threadDetails = [
  1292. 'id' => $initialThread->getId(),
  1293. 'source' => $initialThread->getSource(),
  1294. 'messageId' => $initialThread->getMessageId(),
  1295. 'threadType' => $initialThread->getThreadType(),
  1296. 'createdBy' => $initialThread->getCreatedBy(),
  1297. 'message' => html_entity_decode($initialThread->getMessage()),
  1298. 'attachments' => $initialThread->getAttachments(),
  1299. 'timestamp' => $initialThread->getCreatedAt()->getTimestamp(),
  1300. 'createdAt' => $initialThread->getCreatedAt()->format('d-m-Y h:ia'),
  1301. 'user' => $authorInstance->getPartialDetails(),
  1302. 'cc' => is_array($initialThread->getCc()) ? implode(', ', $initialThread->getCc()) : '',
  1303. ];
  1305. $attachments = $threadDetails['attachments']->getValues();
  1307. if (!empty($attachments)) {
  1308. $uvdeskFileSystemService = $this->container->get('uvdesk.core.file_system.service');
  1310. $threadDetails['attachments'] = array_map(function ($attachment) use ($uvdeskFileSystemService) {
  1311. return $uvdeskFileSystemService->getFileTypeAssociations($attachment);
  1312. }, $attachments);
  1313. }
  1314. }
  1316. return $threadDetails ?? null;
  1317. }
  1319. public function getCreateReply($ticketId, $firewall = 'member')
  1320. {
  1321. $qb = $this->entityManager->createQueryBuilder();
  1322. $qb->select("th,a,u.id as userId")->from(Thread::class, 'th')
  1323. ->leftJoin('th.ticket','t')
  1324. ->leftJoin('th.attachments', 'a')
  1325. ->leftJoin('th.user','u')
  1326. ->andWhere('t.id = :ticketId')
  1327. ->andWhere('th.threadType = :threadType')
  1328. ->setParameter('threadType','create')
  1329. ->setParameter('ticketId',$ticketId)
  1330. ->orderBy('th.id', 'DESC')
  1331. ->getMaxResults(1);
  1333. $threadResponse = $qb->getQuery()->getArrayResult();
  1335. if ((!empty($threadResponse[0][0]))) {
  1336. $threadDetails = $threadResponse[0][0];
  1337. $userService = $this->container->get('user.service');
  1339. if ($threadDetails['createdBy'] == 'agent') {
  1340. $threadDetails['user'] = $userService->getAgentDetailById($threadResponse[0]['userId']);
  1341. } else {
  1342. $threadDetails['user'] = $userService->getCustomerPartialDetailById($threadResponse[0]['userId']);
  1343. }
  1345. $threadDetails['reply'] = html_entity_decode($threadDetails['message']);
  1346. $threadDetails['formatedCreatedAt'] = $this->timeZoneConverter($threadDetails['createdAt']);
  1347. $threadDetails['timestamp'] = $userService->convertToDatetimeTimezoneTimestamp($threadDetails['createdAt']);
  1349. if (!empty($threadDetails['attachments'])) {
  1350. $entityManager = $this->entityManager;
  1351. $uvdeskFileSystemService = $this->container->get('uvdesk.core.file_system.service');
  1353. $threadDetails['attachments'] = array_map(function ($attachment) use ($entityManager, $uvdeskFileSystemService, $firewall) {
  1354. $attachmentReferenceObject = $entityManager->getReference(Attachment::class, $attachment['id']);
  1355. return $uvdeskFileSystemService->getFileTypeAssociations($attachmentReferenceObject, $firewall);
  1356. }, $threadDetails['attachments']);
  1357. }
  1358. }
  1360. return $threadDetails ?? null;
  1361. }
  1363. public function hasAttachments($ticketId) {
  1364. $qb = $this->entityManager->createQueryBuilder();
  1365. $qb->select("DISTINCT COUNT(a.id) as attachmentCount")->from(Thread::class, 'th')
  1366. ->leftJoin('th.ticket','t')
  1367. ->leftJoin('th.attachments','a')
  1368. ->andWhere('t.id = :ticketId')
  1369. ->setParameter('ticketId',$ticketId);
  1371. return intval($qb->getQuery()->getSingleScalarResult());
  1372. }
  1374. public function getAgentDraftReply()
  1375. {
  1376. $signature = $this->getUser()->getAgentInstance()->getSignature();
  1378. return str_replace( "\n", '<br/>', $signature);
  1379. }
  1381. public function trans($text)
  1382. {
  1383. return $this->container->get('translator')->trans($text);
  1384. }
  1386. public function getAllSources()
  1387. {
  1388. $sources = ['email' => 'Email', 'website' => 'Website'];
  1390. return $sources;
  1391. }
  1393. public function getCustomLabelDetails($container)
  1394. {
  1395. $currentUser = $container->get('user.service')->getCurrentUser();
  1397. $qb = $this->entityManager->createQueryBuilder();
  1398. $qb->select('COUNT(DISTINCT t) as ticketCount,sl.id')->from(Ticket::class, 't')
  1399. ->leftJoin('t.supportLabels','sl')
  1400. ->andWhere('sl.user = :userId')
  1401. ->setParameter('userId', $currentUser->getId())
  1402. ->groupBy('sl.id');
  1404. $ticketCountResult = $qb->getQuery()->getResult();
  1406. $data = array();
  1407. $qb = $this->entityManager->createQueryBuilder();
  1408. $qb->select('sl.id,sl.name,sl.colorCode')->from(SupportLabel::class, 'sl')
  1409. ->andWhere('sl.user = :userId')
  1410. ->setParameter('userId', $currentUser->getId());
  1412. $labels = $qb->getQuery()->getResult();
  1414. foreach ($labels as $key => $label) {
  1415. $labels[$key]['count'] = 0;
  1416. foreach ($ticketCountResult as $ticketCount) {
  1417. if (($label['id'] == $ticketCount['id']))
  1418. $labels[$key]['count'] = $ticketCount['ticketCount'] ?: 0;
  1419. }
  1420. }
  1422. return $labels;
  1423. }
  1425. public function getLabels($request = null)
  1426. {
  1427. static $labels;
  1428. if (null !== $labels)
  1429. return $labels;
  1431. $qb = $this->entityManager->createQueryBuilder();
  1432. $qb->select('sl')->from(SupportLabel::class, 'sl')
  1433. ->andWhere('sl.user = :userId')
  1434. ->setParameter('userId', $this->getUser()->getId());
  1436. if ($request) {
  1437. $qb->andWhere("sl.name LIKE :labelName");
  1438. $qb->setParameter('labelName', '%'.urldecode(trim($request->query->get('query'))).'%');
  1439. }
  1441. return $labels = $qb->getQuery()->getArrayResult();
  1442. }
  1444. public function getTicketCollaborators($ticketId)
  1445. {
  1446. $qb = $this->entityManager->createQueryBuilder();
  1447. $qb->select("DISTINCT c.id, c.email, CONCAT(c.firstName,' ', c.lastName) AS name, userInstance.profileImagePath, userInstance.profileImagePath as smallThumbnail")->from(Ticket::class, 't')
  1448. ->leftJoin('t.collaborators', 'c')
  1449. ->leftJoin('c.userInstance', 'userInstance')
  1450. ->andWhere('t.id = :ticketId')
  1451. ->andWhere('userInstance.supportRole = :roles')
  1452. ->setParameter('ticketId', $ticketId)
  1453. ->setParameter('roles', 4)
  1454. ->orderBy('name','ASC');
  1456. return $qb->getQuery()->getArrayResult();
  1457. }
  1459. public function getTicketTagsById($ticketId)
  1460. {
  1461. $qb = $this->entityManager->createQueryBuilder();
  1462. $qb->select('tg')->from(Tag::class, 'tg')
  1463. ->leftJoin('tg.tickets' ,'t')
  1464. ->andWhere('t.id = :ticketId')
  1465. ->setParameter('ticketId', $ticketId);
  1467. return $qb->getQuery()->getArrayResult();
  1468. }
  1470. public function getTicketLabels($ticketId)
  1471. {
  1472. $qb = $this->entityManager->createQueryBuilder();
  1473. $qb->select('DISTINCT sl.id,sl.name,sl.colorCode')->from(Ticket::class, 't')
  1474. ->leftJoin('t.supportLabels','sl')
  1475. ->leftJoin('sl.user','slu')
  1476. ->andWhere('slu.id = :userId')
  1477. ->andWhere('t.id = :ticketId')
  1478. ->setParameter('userId', $this->getUser()->getId())
  1479. ->setParameter('ticketId', $ticketId);
  1481. $result = $qb->getQuery()->getResult();
  1483. return $result ? $result : [];
  1484. }
  1486. public function getUserLabels()
  1487. {
  1488. $qb = $this->entityManager->createQueryBuilder();
  1489. $qb->select('sl')->from(SupportLabel::class, 'sl')
  1490. ->leftJoin('sl.user','slu')
  1491. ->andWhere('slu.id = :userId')
  1492. ->setParameter('userId', $this->getUser()->getId());
  1494. $result = $qb->getQuery()->getResult();
  1496. return $result ? $result : [];
  1497. }
  1499. public function getTicketLabelsAll($ticketId)
  1500. {
  1501. $qb = $this->entityManager->createQueryBuilder();
  1502. $qb->select('DISTINCT sl.id,sl.name,sl.colorCode')->from(Ticket::class, 't')
  1503. ->leftJoin('t.supportLabels','sl')
  1504. ->andWhere('t.id = :ticketId')
  1505. ->setParameter('ticketId', $ticketId);
  1507. $result = $qb->getQuery()->getResult();
  1509. return $result ? $result : [];
  1510. }
  1512. public function getManualWorkflow()
  1513. {
  1514. $preparedResponseIds = [];
  1515. $groupIds = [];
  1516. $teamIds = [];
  1517. $userId = $this->container->get('user.service')->getCurrentUser()->getAgentInstance()->getId();
  1519. $preparedResponseRepo = $this->entityManager->getRepository(PreparedResponses::class)->findAll();
  1521. foreach ($preparedResponseRepo as $pr) {
  1522. if ($userId == $pr->getUser()->getId()) {
  1523. //Save the ids of the saved reply.
  1524. array_push($preparedResponseIds, (int)$pr->getId());
  1525. }
  1526. }
  1528. // Get the ids of the Group(s) the current user is associated with.
  1529. $query = "select * from uv_user_support_groups where userInstanceId =".$userId;
  1530. $connection = $this->entityManager->getConnection();
  1531. $stmt = $connection->prepare($query);
  1532. $stmt->execute();
  1533. $result = $stmt->fetchAll();
  1535. foreach ($result as $row) {
  1536. array_push($groupIds, $row['supportGroupId']);
  1537. }
  1539. // Get all the saved reply's ids that is associated with the user's group(s).
  1540. $query = "select * from uv_prepared_response_support_groups";
  1541. $stmt = $connection->prepare($query);
  1542. $stmt->execute();
  1543. $result = $stmt->fetchAll();
  1545. foreach ($result as $row) {
  1546. if (in_array($row['group_id'], $groupIds)) {
  1547. array_push($preparedResponseIds, (int) $row['savedReply_id']);
  1548. }
  1549. }
  1551. // Get the ids of the Team(s) the current user is associated with.
  1552. $query = "select * from uv_user_support_teams";
  1553. $connection = $this->entityManager->getConnection();
  1554. $stmt = $connection->prepare($query);
  1555. $stmt->execute();
  1556. $result = $stmt->fetchAll();
  1558. foreach($result as $row) {
  1559. if ($row['userInstanceId'] == $userId) {
  1560. array_push($teamIds, $row['supportTeamId']);
  1561. }
  1562. }
  1564. $query = "select * from uv_prepared_response_support_teams";
  1565. $stmt = $connection->prepare($query);
  1566. $stmt->execute();
  1567. $result = $stmt->fetchAll();
  1569. foreach ($result as $row) {
  1570. if (in_array($row['subgroup_id'], $teamIds)) {
  1571. array_push($preparedResponseIds, (int)$row['savedReply_id']);
  1572. }
  1573. }
  1575. $qb = $this->entityManager->createQueryBuilder();
  1576. $qb->select('DISTINCT mw')
  1577. ->from(PreparedResponses::class, 'mw')
  1578. ->where('mw.status = 1')
  1579. ->andWhere('mw.id IN (:ids)')
  1580. ->setParameter('ids', $preparedResponseIds);
  1582. return $qb->getQuery()->getResult();
  1583. }
  1585. public function getSavedReplies()
  1586. {
  1587. $savedReplyIds = [];
  1588. $groupIds = [];
  1589. $teamIds = [];
  1590. $userId = $this->container->get('user.service')->getCurrentUser()->getAgentInstance()->getId();
  1592. $savedReplyRepo = $this->entityManager->getRepository(SavedReplies::class)->findAll();
  1594. foreach ($savedReplyRepo as $sr) {
  1595. if ($userId == $sr->getUser()->getId()) {
  1596. //Save the ids of the saved reply.
  1597. array_push($savedReplyIds, (int)$sr->getId());
  1598. }
  1599. }
  1601. // Get the ids of the Group(s) the current user is associated with.
  1602. $query = "select * from uv_user_support_groups where userInstanceId =".$userId;
  1603. $connection = $this->entityManager->getConnection();
  1604. $stmt = $connection->prepare($query);
  1605. $stmt->execute();
  1606. $result = $stmt->fetchAll();
  1608. foreach ($result as $row) {
  1609. array_push($groupIds, $row['supportGroupId']);
  1610. }
  1612. // Get all the saved reply's ids that is associated with the user's group(s).
  1613. $query = "select * from uv_saved_replies_groups";
  1614. $stmt = $connection->prepare($query);
  1615. $stmt->execute();
  1616. $result = $stmt->fetchAll();
  1618. foreach ($result as $row) {
  1619. if (in_array($row['group_id'], $groupIds)) {
  1620. array_push($savedReplyIds, (int) $row['savedReply_id']);
  1621. }
  1622. }
  1624. // Get the ids of the Team(s) the current user is associated with.
  1625. $query = "select * from uv_user_support_teams";
  1626. $connection = $this->entityManager->getConnection();
  1627. $stmt = $connection->prepare($query);
  1628. $stmt->execute();
  1629. $result = $stmt->fetchAll();
  1631. foreach ($result as $row) {
  1632. if ($row['userInstanceId'] == $userId) {
  1633. array_push($teamIds, $row['supportTeamId']);
  1634. }
  1635. }
  1637. $query = "select * from uv_saved_replies_teams";
  1638. $stmt = $connection->prepare($query);
  1639. $stmt->execute();
  1640. $result = $stmt->fetchAll();
  1642. foreach ($result as $row) {
  1643. if (in_array($row['subgroup_id'], $teamIds)) {
  1644. array_push($savedReplyIds, (int)$row['savedReply_id']);
  1645. }
  1646. }
  1648. $qb = $this->entityManager->createQueryBuilder();
  1649. $qb->select('DISTINCT sr')
  1650. ->from(SavedReplies::class, 'sr')
  1651. ->Where('sr.id IN (:ids)')
  1652. ->setParameter('ids', $savedReplyIds);
  1654. return $qb->getQuery()->getResult();
  1655. }
  1657. public function getPriorities()
  1658. {
  1659. static $priorities;
  1660. if (null !== $priorities)
  1661. return $priorities;
  1663. $qb = $this->entityManager->createQueryBuilder();
  1664. $qb->select('tp')->from(TicketPriority::class, 'tp');
  1666. return $priorities = $qb->getQuery()->getArrayResult();
  1667. }
  1669. public function getTicketLastThread($ticketId)
  1670. {
  1671. $qb = $this->entityManager->createQueryBuilder();
  1672. $qb->select("th")->from(Thread::class, 'th')
  1673. ->leftJoin('th.ticket','t')
  1674. ->andWhere('t.id = :ticketId')
  1675. ->setParameter('ticketId',$ticketId)
  1676. ->orderBy('th.id', 'DESC');
  1678. return $qb->getQuery()->setMaxResults(1)->getSingleResult();
  1679. }
  1681. public function getlastReplyAgentName($ticketId)
  1682. {
  1683. $qb = $this->entityManager->createQueryBuilder();
  1684. $qb->select("u.id,CONCAT(u.firstName,' ', u.lastName) AS name,u.firstName")->from(Thread::class, 'th')
  1685. ->leftJoin('th.ticket','t')
  1686. ->leftJoin('th.user', 'u')
  1687. ->leftJoin('u.userInstance', 'userInstance')
  1688. ->andWhere('userInstance.supportRole != :roles')
  1689. ->andWhere('t.id = :ticketId')
  1690. ->andWhere('th.threadType = :threadType')
  1691. ->setParameter('threadType','reply')
  1692. ->andWhere('th.createdBy = :createdBy')
  1693. ->setParameter('createdBy','agent')
  1694. ->setParameter('ticketId',$ticketId)
  1695. ->setParameter('roles', 4)
  1696. ->orderBy('th.id', 'DESC');
  1698. $result = $qb->getQuery()->setMaxResults(1)->getResult();
  1700. return $result ? $result[0] : null;
  1701. }
  1703. public function getLastReply($ticketId, $userType = null)
  1704. {
  1705. $queryBuilder = $this->entityManager->createQueryBuilder();
  1706. $queryBuilder->select("th, a, u.id as userId")
  1707. ->from(Thread::class, 'th')
  1708. ->leftJoin('th.ticket','t')
  1709. ->leftJoin('th.attachments', 'a')
  1710. ->leftJoin('th.user','u')
  1711. ->andWhere('t.id = :ticketId')
  1712. ->andWhere('th.threadType = :threadType')
  1713. ->setParameter('threadType','reply')
  1714. ->setParameter('ticketId',$ticketId)
  1715. ->orderBy('th.id', 'DESC')
  1716. ->getMaxResults(1);
  1718. if (!empty($userType)) {
  1719. $queryBuilder->andWhere('th.createdBy = :createdBy')->setParameter('createdBy', $userType);
  1720. }
  1722. $threadResponse = $queryBuilder->getQuery()->getArrayResult();
  1724. if (!empty($threadResponse[0][0])) {
  1725. $threadDetails = $threadResponse[0][0];
  1726. $userService = $this->container->get('user.service');
  1728. if ($threadDetails['createdBy'] == 'agent') {
  1729. $threadDetails['user'] = $userService->getAgentDetailById($threadResponse[0]['userId']);
  1730. } else {
  1731. $threadDetails['user'] = $userService->getCustomerPartialDetailById($threadResponse[0]['userId']);
  1732. }
  1734. $threadDetails['reply'] = html_entity_decode($threadDetails['message']);
  1735. $threadDetails['formatedCreatedAt'] = $this->timeZoneConverter($threadDetails['createdAt']);
  1736. $threadDetails['timestamp'] = $userService->convertToDatetimeTimezoneTimestamp($threadDetails['createdAt']);
  1738. if (!empty($threadDetails['attachments'])) {
  1739. $entityManager = $this->entityManager;
  1740. $uvdeskFileSystemService = $this->container->get('uvdesk.core.file_system.service');
  1742. $threadDetails['attachments'] = array_map(function ($attachment) use ($entityManager, $uvdeskFileSystemService) {
  1743. $attachmentReferenceObject = $this->entityManager->getReference(Attachment::class, $attachment['id']);
  1744. return $uvdeskFileSystemService->getFileTypeAssociations($attachmentReferenceObject);
  1745. }, $threadDetails['attachments']);
  1746. }
  1747. }
  1749. return $threadDetails ?? null;
  1750. }
  1752. public function getSavedReplyContent($savedReplyId, $ticketId)
  1753. {
  1754. $ticket = $this->entityManager->getRepository(Ticket::class)->find($ticketId);
  1755. $savedReply = $this->entityManager->getRepository(SavedReplies::class)->findOneById($savedReplyId);
  1756. $emailPlaceholders = $this->getSavedReplyPlaceholderValues($ticket, 'customer');
  1758. return $this->container->get('email.service')->processEmailContent($savedReply->getMessage(), $emailPlaceholders, true);
  1759. }
  1761. public function getSavedReplyPlaceholderValues($ticket, $type = "customer")
  1762. {
  1763. $variables = array();
  1764. $variables['ticket.id'] = $ticket->getId();
  1765. $variables['ticket.subject'] = $ticket->getSubject();
  1767. $variables['ticket.status'] = $ticket->getStatus()->getCode();
  1768. $variables['ticket.priority'] = $ticket->getPriority()->getCode();
  1769. if ($ticket->getSupportGroup())
  1770. $variables['ticket.group'] = $ticket->getSupportGroup()->getName();
  1771. else
  1772. $variables['ticket.group'] = '';
  1774. $variables['ticket.team'] = ($ticket->getSupportTeam() ? $ticket->getSupportTeam()->getName() : '');
  1776. $customer = $this->container->get('user.service')->getCustomerPartialDetailById($ticket->getCustomer()->getId());
  1777. $variables['ticket.customerName'] = $customer['name'];
  1778. $variables['ticket.customerEmail'] = $customer['email'];
  1779. $userService = $this->container->get('user.service');
  1781. $variables['ticket.agentName'] = '';
  1782. $variables['ticket.agentEmail'] = '';
  1783. if ($ticket->getAgent()) {
  1784. $agent = $this->container->get('user.service')->getAgentDetailById($ticket->getAgent()->getId());
  1785. if ($agent) {
  1786. $variables['ticket.agentName'] = $agent['name'];
  1787. $variables['ticket.agentEmail'] = $agent['email'];
  1788. }
  1789. }
  1791. $router = $this->container->get('router');
  1793. if ($type == 'customer') {
  1794. $ticketListURL = $router->generate('helpdesk_customer_ticket_collection', [
  1795. 'id' => $ticket->getId(),
  1796. ], UrlGeneratorInterface::ABSOLUTE_URL);
  1797. } else {
  1798. $ticketListURL = $router->generate('helpdesk_member_ticket_collection', [
  1799. 'id' => $ticket->getId(),
  1800. ], UrlGeneratorInterface::ABSOLUTE_URL);
  1801. }
  1803. $variables['ticket.link'] = sprintf("<a href='%s'>#%s</a>", $ticketListURL, $ticket->getId());
  1805. return $variables;
  1806. }
  1808. public function isEmailBlocked($email, $website)
  1809. {
  1810. $flag = false;
  1811. $email = strtolower($email);
  1812. $knowlegeBaseWebsite = $this->entityManager->getRepository(KnowledgebaseWebsite::class)->findOneBy(['website' => $website->getId(), 'isActive' => 1]);
  1813. $list = $this->container->get('user.service')->getWebsiteSpamDetails($knowlegeBaseWebsite);
  1815. // Blacklist
  1816. if (!empty($list['blackList']['email']) && in_array($email, $list['blackList']['email'])) {
  1817. // Emails
  1818. $flag = true;
  1819. } elseif (!empty($list['blackList']['domain'])) {
  1820. // Domains
  1821. foreach ($list['blackList']['domain'] as $domain) {
  1822. if (strpos($email, $domain)) {
  1823. $flag = true;
  1824. break;
  1825. }
  1826. }
  1827. }
  1829. // Whitelist
  1830. if ($flag) {
  1831. if (isset($email, $list['whiteList']['email']) && in_array($email, $list['whiteList']['email'])) {
  1832. // Emails
  1833. return false;
  1834. } elseif (isset($list['whiteList']['domain'])) {
  1835. // Domains
  1836. foreach ($list['whiteList']['domain'] as $domain) {
  1837. if (strpos($email, $domain)) {
  1838. $flag = false;
  1839. }
  1840. }
  1841. }
  1842. }
  1844. return $flag;
  1845. }
  1847. public function timeZoneConverter($dateFlag)
  1848. {
  1849. $website = $this->entityManager->getRepository(Website::class)->findOneBy(['code' => 'Knowledgebase']);
  1850. $timeZone = $website->getTimezone();
  1851. $timeFormat = $website->getTimeformat();
  1853. $activeUser = $this->container->get('user.service')->getSessionUser();
  1854. $agentTimeZone = !empty($activeUser) ? $activeUser->getTimezone() : null;
  1855. $agentTimeFormat = !empty($activeUser) ? $activeUser->getTimeformat() : null;
  1857. $parameterType = gettype($dateFlag);
  1858. if ($parameterType == 'string') {
  1859. if (is_null($agentTimeZone) && is_null($agentTimeFormat)) {
  1860. if(is_null($timeZone) && is_null($timeFormat)){
  1861. $datePattern = date_create($dateFlag);
  1863. return date_format($datePattern,'d-m-Y h:ia');
  1864. } else {
  1865. $dateFlag = new \DateTime($dateFlag);
  1866. $datePattern = $dateFlag->setTimezone(new \DateTimeZone($timeZone));
  1868. return date_format($datePattern, $timeFormat);
  1869. }
  1870. } else {
  1871. $dateFlag = new \DateTime($dateFlag);
  1872. $datePattern = $dateFlag->setTimezone(new \DateTimeZone($agentTimeZone));
  1874. return date_format($datePattern, $agentTimeFormat);
  1875. }
  1876. } else {
  1877. if (is_null($agentTimeZone) && is_null($agentTimeFormat)){
  1878. if (is_null($timeZone) && is_null($timeFormat)) {
  1879. return date_format($dateFlag,'d-m-Y h:ia');
  1880. } else {
  1881. $datePattern = $dateFlag->setTimezone(new \DateTimeZone($timeZone));
  1882. return date_format($datePattern, $timeFormat);
  1883. }
  1884. } else {
  1885. $datePattern = $dateFlag->setTimezone(new \DateTimeZone($agentTimeZone));
  1887. return date_format($datePattern, $agentTimeFormat);
  1888. }
  1889. }
  1890. }
  1892. public function fomatTimeByPreference($dbTime,$timeZone,$timeFormat,$agentTimeZone,$agentTimeFormat)
  1893. {
  1894. if (is_null($agentTimeZone) && is_null($agentTimeFormat)) {
  1895. if (is_null($timeZone) && is_null($timeFormat)) {
  1896. $dateTimeZone = $dbTime;
  1897. $timeFormatString = 'd-m-Y h:ia';
  1898. } else {
  1899. $dateTimeZone = $dbTime->setTimezone(new \DateTimeZone($timeZone));
  1900. $timeFormatString = $timeFormat;
  1901. }
  1902. } else {
  1903. $dateTimeZone = $dbTime->setTimezone(new \DateTimeZone($agentTimeZone));
  1904. $timeFormatString = $agentTimeFormat;
  1905. }
  1907. $time['dateTimeZone'] = $dateTimeZone;
  1908. $time['timeFormatString'] = $timeFormatString;
  1910. return $time;
  1911. }
  1913. public function isTicketAccessGranted(Ticket $ticket, User $user = null, $firewall = 'members')
  1914. {
  1915. // @TODO: Take current firewall into consideration (access check on behalf of agent/customer)
  1916. if (empty($user)) {
  1917. $user = $this->container->get('user.service')->getSessionUser();
  1918. }
  1920. if (empty($user)) {
  1921. return false;
  1922. } else {
  1923. $agentInstance = $user->getAgentInstance();
  1925. if (empty($agentInstance)) {
  1926. return false;
  1927. }
  1928. }
  1930. if ($agentInstance->getSupportRole()->getId() == 3 && in_array($agentInstance->getTicketAccessLevel(), [2, 3, 4])) {
  1931. $accessLevel = $agentInstance->getTicketAccessLevel();
  1933. // Check if user has been given inidividual access
  1934. if ($ticket->getAgent() != null && $ticket->getAgent()->getId() == $user->getId()) {
  1935. return true;
  1936. }
  1938. if ($accessLevel == 2 || $accessLevel == 3) {
  1939. // Check if user belongs to a support team assigned to ticket
  1940. $teamReferenceIds = array_map(function ($team) { return $team->getId(); }, $agentInstance->getSupportTeams()->toArray());
  1942. if ($ticket->getSupportTeam() != null && in_array($ticket->getSupportTeam()->getId(), $teamReferenceIds)) {
  1943. return true;
  1944. } else if ($accessLevel == 2) {
  1945. // Check if user belongs to a support group assigned to ticket
  1946. $groupReferenceIds = array_map(function ($group) { return $group->getId(); }, $agentInstance->getSupportGroups()->toArray());
  1948. if ($ticket->getSupportGroup() != null && in_array($ticket->getSupportGroup()->getId(), $groupReferenceIds)) {
  1949. return true;
  1950. }
  1951. }
  1952. }
  1954. return false;
  1955. }
  1957. return true;
  1958. }
  1960. public function addTicketCustomFields($thread, $submittedCustomFields = [], $uploadedFilesCollection = [])
  1961. {
  1962. $customFieldsService = null;
  1963. $customFieldsEntityReference = null;
  1965. if ($this->userService->isFileExists('apps/uvdesk/custom-fields')) {
  1966. $customFieldsService = $this->container->get('uvdesk_package_custom_fields.service');
  1967. $customFieldsEntityReference = UVDeskCommunityPackages\CustomFields\Entity\CustomFields::class;
  1968. $customFieldValuesEntityReference = UVDeskCommunityPackages\CustomFields\Entity\CustomFieldsValues::class;
  1969. $ticketCustomFieldValuesEntityReference = UVDeskCommunityPackages\CustomFields\Entity\TicketCustomFieldsValues::class;
  1970. } else if ($this->userService->isFileExists('apps/uvdesk/form-component')) {
  1971. $customFieldsService = $this->container->get('uvdesk_package_form_component.service');
  1972. $customFieldsEntityReference = UVDeskCommunityPackages\FormComponent\Entity\CustomFields::class;
  1973. $customFieldValuesEntityReference = UVDeskCommunityPackages\FormComponent\Entity\CustomFieldsValues::class;
  1974. $ticketCustomFieldValuesEntityReference = UVDeskCommunityPackages\FormComponent\Entity\TicketCustomFieldsValues::class;
  1975. } else {
  1976. return;
  1977. }
  1979. $ticket = $thread->getTicket();
  1980. $customFieldsCollection = $this->entityManager->getRepository($customFieldsEntityReference)->findAll();
  1981. $customFieldValuesEntityRepository = $this->entityManager->getRepository($customFieldValuesEntityReference);
  1983. foreach ($customFieldsCollection as $customFields) {
  1984. if (in_array($customFields->getFieldType(), ['select', 'checkbox', 'radio']) && !count($customFields->getCustomFieldValues())) {
  1985. continue;
  1986. }
  1988. if (
  1989. !empty($submittedCustomFields)
  1990. && $customFields->getFieldType() != 'file'
  1991. && isset($submittedCustomFields[$customFields->getId()])
  1992. ) {
  1993. // Check if custom field dependency criterias are fullfilled
  1994. if (
  1995. count($customFields->getCustomFieldsDependency())
  1996. && !in_array($ticket->getType(), $customFields->getCustomFieldsDependency()->toArray())
  1997. ) {
  1998. continue;
  1999. }
  2001. // Save ticket custom fields
  2002. $ticketCustomField = new $ticketCustomFieldValuesEntityReference();
  2003. $ticketCustomField
  2004. ->setTicket($ticket)
  2005. ->setTicketCustomFieldsValues($customFields)
  2006. ->setValue(json_encode($submittedCustomFields[$customFields->getId()]))
  2007. ;
  2009. if (in_array($customFields->getFieldType(), ['select', 'checkbox', 'radio'])) {
  2010. // Add custom field values mapping too
  2011. if (is_array($submittedCustomFields[$customFields->getId()])) {
  2012. foreach ($submittedCustomFields[$customFields->getId()] as $value) {
  2013. $ticketCustomFieldValues = $customFieldValuesEntityRepository->findOneBy([
  2014. 'id' => $value,
  2015. 'customFields' => $customFields,
  2016. ]);
  2018. if (!empty($ticketCustomFieldValues)) {
  2019. $ticketCustomField
  2020. ->setTicketCustomFieldValueValues($ticketCustomFieldValues)
  2021. ;
  2022. }
  2023. }
  2024. } else {
  2025. $ticketCustomFieldValues = $customFieldValuesEntityRepository->findOneBy([
  2026. 'id' => $submittedCustomFields[$customFields->getId()],
  2027. 'customFields' => $customFields,
  2028. ]);
  2030. if (!empty($ticketCustomFieldValues)) {
  2031. $ticketCustomField
  2032. ->setTicketCustomFieldValueValues($ticketCustomFieldValues)
  2033. ;
  2034. }
  2035. }
  2036. }
  2038. $this->entityManager->persist($ticketCustomField);
  2039. $this->entityManager->flush();
  2040. } else if (
  2041. !empty($uploadedFilesCollection)
  2042. && isset($uploadedFilesCollection[$customFields->getId()])
  2043. ) {
  2044. // Upload files
  2045. $path = '/custom-fields/ticket/' . $ticket->getId() . '/';
  2046. $fileNames = $this->fileUploadService->uploadFile($uploadedFilesCollection[$customFields->getid()], $path, true);
  2048. if (!empty($fileNames)) {
  2049. // Save files entry to attachment table
  2050. try {
  2051. $newFilesNames = $customFieldsService->addFilesEntryToAttachmentTable([$fileNames], $thread);
  2053. foreach ($newFilesNames as $value) {
  2054. // Save ticket custom fields
  2055. $ticketCustomField = new $ticketCustomFieldValuesEntityReference();
  2056. $ticketCustomField
  2057. ->setTicket($ticket)
  2058. ->setTicketCustomFieldsValues($customFields)
  2059. ->setValue(json_encode([
  2060. 'name' => $value['name'],
  2061. 'path' => $value['path'],
  2062. 'id' => $value['id'],
  2063. ]))
  2064. ;
  2066. $this->entityManager->persist($ticketCustomField);
  2067. $this->entityManager->flush();
  2068. }
  2069. } catch (\Exception $e) {
  2070. // @TODO: Log execption message
  2071. }
  2072. }
  2073. }
  2074. }
  2075. }
  2077. // return attachemnt for initial thread
  2078. public function getInitialThread($ticketId)
  2079. {
  2080. $firstThread = null;
  2081. $intialThread = $this->entityManager->getRepository(Thread::class)->findBy(['ticket'=>$ticketId]);
  2083. foreach ($intialThread as $key => $value) {
  2084. if ($value->getThreadType() == "create"){
  2085. $firstThread = $value;
  2086. }
  2087. }
  2089. return $firstThread;
  2090. }
  2092. public function getTicketConditions()
  2093. {
  2094. $conditions = array(
  2095. 'ticket' => [
  2096. ('mail') => array(
  2097. [
  2098. 'lable' => ('from_mail'),
  2099. 'value' => 'from_mail',
  2100. 'match' => 'email'
  2101. ],
  2102. [
  2103. 'lable' => ('to_mail'),
  2104. 'value' => 'to_mail',
  2105. 'match' => 'email'
  2106. ],
  2107. ),
  2108. ('API') => array(
  2109. [
  2110. 'lable' => ('Domain'),
  2111. 'value' => 'domain',
  2112. 'match' => 'api'
  2113. ],
  2114. [
  2115. 'lable' => ('Locale'),
  2116. 'value' => 'locale',
  2117. 'match' => 'api'
  2118. ],
  2119. ),
  2120. ('ticket') => array(
  2121. [
  2122. 'lable' => ('subject'),
  2123. 'value' => 'subject',
  2124. 'match' => 'string'
  2125. ],
  2126. [
  2127. 'lable' => ('description'),
  2128. 'value' => 'description',
  2129. 'match' => 'string'
  2130. ],
  2131. [
  2132. 'lable' => ('subject_or_description'),
  2133. 'value' => 'subject_or_description',
  2134. 'match' => 'string'
  2135. ],
  2136. [
  2137. 'lable' => ('priority'),
  2138. 'value' => 'priority',
  2139. 'match' => 'select'
  2140. ],
  2141. [
  2142. 'lable' => ('type'),
  2143. 'value' => 'type',
  2144. 'match' => 'select'
  2145. ],
  2146. [
  2147. 'lable' => ('status'),
  2148. 'value' => 'status',
  2149. 'match' => 'select'
  2150. ],
  2151. [
  2152. 'lable' => ('source'),
  2153. 'value' => 'source',
  2154. 'match' => 'select'
  2155. ],
  2156. [
  2157. 'lable' => ('created'),
  2158. 'value' => 'created',
  2159. 'match' => 'date'
  2160. ],
  2161. [
  2162. 'lable' => ('agent'),
  2163. 'value' => 'agent',
  2164. 'match' => 'select'
  2165. ],
  2166. [
  2167. 'lable' => ('group'),
  2168. 'value' => 'group',
  2169. 'match' => 'select'
  2170. ],
  2171. [
  2172. 'lable' => ('team'),
  2173. 'value' => 'team',
  2174. 'match' => 'select'
  2175. ],
  2176. ),
  2177. ('customer') => array(
  2178. [
  2179. 'lable' => ('customer_name'),
  2180. 'value' => 'customer_name',
  2181. 'match' => 'string'
  2182. ],
  2183. [
  2184. 'lable' => ('customer_email'),
  2185. 'value' => 'customer_email',
  2186. 'match' => 'email'
  2187. ],
  2188. ),
  2189. ],
  2190. 'task' => [
  2191. ('task') => array(
  2192. [
  2193. 'lable' => ('subject'),
  2194. 'value' => 'subject',
  2195. 'match' => 'string'
  2196. ],
  2197. [
  2198. 'lable' => ('description'),
  2199. 'value' => 'description',
  2200. 'match' => 'string'
  2201. ],
  2202. [
  2203. 'lable' => ('subject_or_description'),
  2204. 'value' => 'subject_or_description',
  2205. 'match' => 'string'
  2206. ],
  2207. [
  2208. 'lable' => ('priority'),
  2209. 'value' => 'priority',
  2210. 'match' => 'select'
  2211. ],
  2212. [
  2213. 'lable' => ('stage'),
  2214. 'value' => 'stage',
  2215. 'match' => 'select'
  2216. ],
  2217. [
  2218. 'lable' => ('created'),
  2219. 'value' => 'created',
  2220. 'match' => 'date'
  2221. ],
  2222. [
  2223. 'lable' => ('agent_name'),
  2224. 'value' => 'agent_name',
  2225. 'match' => 'select'
  2226. ],
  2227. [
  2228. 'lable' => ('agent_email'),
  2229. 'value' => 'agent_email',
  2230. 'match' => 'select'
  2231. ],
  2232. ),
  2233. ]
  2234. );
  2237. return $conditions;
  2238. }
  2240. public function getAgentMatchConditions()
  2241. {
  2242. return [
  2243. 'email' => array(
  2244. [
  2245. 'lable' => ('is'),
  2246. 'value' => 'is'
  2247. ],
  2248. [
  2249. 'lable' => ('isNot'),
  2250. 'value' => 'isNot'
  2251. ],
  2252. [
  2253. 'lable' => ('contains'),
  2254. 'value' => 'contains'
  2255. ],
  2256. [
  2257. 'lable' => ('notContains'),
  2258. 'value' => 'notContains'
  2259. ],
  2260. ),
  2261. 'api' => array(
  2262. [
  2263. 'lable' => ('is'),
  2264. 'value' => 'is'
  2265. ],
  2266. [
  2267. 'lable' => ('contains'),
  2268. 'value' => 'contains'
  2269. ],
  2270. ),
  2271. 'string' => array(
  2272. [
  2273. 'lable' => ('is'),
  2274. 'value' => 'is'
  2275. ],
  2276. [
  2277. 'lable' => ('isNot'),
  2278. 'value' => 'isNot'
  2279. ],
  2280. [
  2281. 'lable' => ('contains'),
  2282. 'value' => 'contains'
  2283. ],
  2284. [
  2285. 'lable' => ('notContains'),
  2286. 'value' => 'notContains'
  2287. ],
  2288. [
  2289. 'lable' => ('startWith'),
  2290. 'value' => 'startWith'
  2291. ],
  2292. [
  2293. 'lable' => ('endWith'),
  2294. 'value' => 'endWith'
  2295. ],
  2296. ),
  2297. 'select' => array(
  2298. [
  2299. 'lable' => ('is'),
  2300. 'value' => 'is'
  2301. ],
  2302. ),
  2303. 'date' => array(
  2304. [
  2305. 'lable' => ('before'),
  2306. 'value' => 'before'
  2307. ],
  2308. [
  2309. 'lable' => ('beforeOn'),
  2310. 'value' => 'beforeOn'
  2311. ],
  2312. [
  2313. 'lable' => ('after'),
  2314. 'value' => 'after'
  2315. ],
  2316. [
  2317. 'lable' => ('afterOn'),
  2318. 'value' => 'afterOn'
  2319. ],
  2320. ),
  2321. 'datetime' => array(
  2322. [
  2323. 'lable' => ('before'),
  2324. 'value' => 'beforeDateTime'
  2325. ],
  2326. [
  2327. 'lable' => ('beforeOn'),
  2328. 'value' => 'beforeDateTimeOn'
  2329. ],
  2330. [
  2331. 'lable' => ('after'),
  2332. 'value' => 'afterDateTime'
  2333. ],
  2334. [
  2335. 'lable' => ('afterOn'),
  2336. 'value' => 'afterDateTimeOn'
  2337. ],
  2338. ),
  2339. 'time' => array(
  2340. [
  2341. 'lable' => ('before'),
  2342. 'value' => 'beforeTime'
  2343. ],
  2344. [
  2345. 'lable' => ('beforeOn'),
  2346. 'value' => 'beforeTimeOn'
  2347. ],
  2348. [
  2349. 'lable' => ('after'),
  2350. 'value' => 'afterTime'
  2351. ],
  2352. [
  2353. 'lable' => ('afterOn'),
  2354. 'value' => 'afterTimeOn'
  2355. ],
  2356. ),
  2357. 'number' => array(
  2358. [
  2359. 'lable' => ('is'),
  2360. 'value' => 'is'
  2361. ],
  2362. [
  2363. 'lable' => ('isNot'),
  2364. 'value' => 'isNot'
  2365. ],
  2366. [
  2367. 'lable' => ('contains'),
  2368. 'value' => 'contains'
  2369. ],
  2370. [
  2371. 'lable' => ('greaterThan'),
  2372. 'value' => 'greaterThan'
  2373. ],
  2374. [
  2375. 'lable' => ('lessThan'),
  2376. 'value' => 'lessThan'
  2377. ],
  2378. ),
  2379. ];
  2380. }
  2382. public function getTicketMatchConditions()
  2383. {
  2384. return [
  2385. 'email' => array(
  2386. [
  2387. 'lable' => ('is'),
  2388. 'value' => 'is'
  2389. ],
  2390. [
  2391. 'lable' => ('isNot'),
  2392. 'value' => 'isNot'
  2393. ],
  2394. [
  2395. 'lable' => ('contains'),
  2396. 'value' => 'contains'
  2397. ],
  2398. [
  2399. 'lable' => ('notContains'),
  2400. 'value' => 'notContains'
  2401. ],
  2402. ),
  2403. 'api' => array(
  2404. [
  2405. 'lable' => ('is'),
  2406. 'value' => 'is'
  2407. ],
  2408. [
  2409. 'lable' => ('contains'),
  2410. 'value' => 'contains'
  2411. ],
  2412. ),
  2413. 'string' => array(
  2414. [
  2415. 'lable' => ('is'),
  2416. 'value' => 'is'
  2417. ],
  2418. [
  2419. 'lable' => ('isNot'),
  2420. 'value' => 'isNot'
  2421. ],
  2422. [
  2423. 'lable' => ('contains'),
  2424. 'value' => 'contains'
  2425. ],
  2426. [
  2427. 'lable' => ('notContains'),
  2428. 'value' => 'notContains'
  2429. ],
  2430. [
  2431. 'lable' => ('startWith'),
  2432. 'value' => 'startWith'
  2433. ],
  2434. [
  2435. 'lable' => ('endWith'),
  2436. 'value' => 'endWith'
  2437. ],
  2438. ),
  2439. 'select' => array(
  2440. [
  2441. 'lable' => ('is'),
  2442. 'value' => 'is'
  2443. ],
  2444. [
  2445. 'lable' => ('isNot'),
  2446. 'value' => 'isNot'
  2447. ],
  2448. ),
  2449. 'date' => array(
  2450. [
  2451. 'lable' => ('before'),
  2452. 'value' => 'before'
  2453. ],
  2454. [
  2455. 'lable' => ('beforeOn'),
  2456. 'value' => 'beforeOn'
  2457. ],
  2458. [
  2459. 'lable' => ('after'),
  2460. 'value' => 'after'
  2461. ],
  2462. [
  2463. 'lable' => ('afterOn'),
  2464. 'value' => 'afterOn'
  2465. ],
  2466. ),
  2467. 'datetime' => array(
  2468. [
  2469. 'lable' => ('before'),
  2470. 'value' => 'beforeDateTime'
  2471. ],
  2472. [
  2473. 'lable' => ('beforeOn'),
  2474. 'value' => 'beforeDateTimeOn'
  2475. ],
  2476. [
  2477. 'lable' => ('after'),
  2478. 'value' => 'afterDateTime'
  2479. ],
  2480. [
  2481. 'lable' => ('afterOn'),
  2482. 'value' => 'afterDateTimeOn'
  2483. ],
  2484. ),
  2485. 'time' => array(
  2486. [
  2487. 'lable' => ('before'),
  2488. 'value' => 'beforeTime'
  2489. ],
  2490. [
  2491. 'lable' => ('beforeOn'),
  2492. 'value' => 'beforeTimeOn'
  2493. ],
  2494. [
  2495. 'lable' => ('after'),
  2496. 'value' => 'afterTime'
  2497. ],
  2498. [
  2499. 'lable' => ('afterOn'),
  2500. 'value' => 'afterTimeOn'
  2501. ],
  2502. ),
  2503. 'number' => array(
  2504. [
  2505. 'lable' => ('is'),
  2506. 'value' => 'is'
  2507. ],
  2508. [
  2509. 'lable' => ('isNot'),
  2510. 'value' => 'isNot'
  2511. ],
  2512. [
  2513. 'lable' => ('contains'),
  2514. 'value' => 'contains'
  2515. ],
  2516. [
  2517. 'lable' => ('greaterThan'),
  2518. 'value' => 'greaterThan'
  2519. ],
  2520. [
  2521. 'lable' => ('lessThan'),
  2522. 'value' => 'lessThan'
  2523. ],
  2524. ),
  2525. ];
  2526. }
  2528. public function getTargetAction() {
  2529. return [
  2530. '4' => ['response' => ['time' => '2', 'unit' => 'hours'], 'resolve' => ['time' => '8', 'unit' => 'hours'], 'operational' => 'calendarHours', 'isActive' => 'on'],
  2531. '3' => ['response' => ['time' => '4', 'unit' => 'hours'], 'resolve' => ['time' => '1', 'unit' => 'days'], 'operational' => 'calendarHours', 'isActive' => 'on'],
  2532. '2' => ['response' => ['time' => '8', 'unit' => 'hours'], 'resolve' => ['time' => '3', 'unit' => 'days'], 'operational' => 'calendarHours', 'isActive' => 'on'],
  2533. '1' => ['response' => ['time' => '16', 'unit' => 'hours'], 'resolve' => ['time' => '5', 'unit' => 'days'], 'operational' => 'calendarHours', 'isActive' => 'on'],
  2534. ];
  2535. }
  2537. public function getTicketActions($force = false)
  2538. {
  2539. $actionArray = array(
  2540. 'ticket' => [
  2541. 'priority' => ('action.priority'),
  2542. 'type' => ('action.type'),
  2543. 'status' => ('action.status'),
  2544. 'tag' => ('action.tag'),
  2545. 'note' => ('action.note'),
  2546. 'label' => ('action.label'),
  2547. 'assign_agent' => ('action.assign_agent'),
  2548. 'assign_group' => ('action.assign_group'),
  2549. 'assign_team' => ('action.assign_team'),
  2550. 'mail_agent' => ('action.mail_agent'),
  2551. 'mail_group' => ('action.mail_group'),
  2552. 'mail_team' => ('action.mail_team'),
  2553. 'mail_customer' => ('action.mail_customer'),
  2554. 'mail_last_collaborator' => ('action.mail_last_collaborator'),
  2555. 'mail_all_collaborators' => ('action.mail_all_collaborators'),
  2556. 'delete_ticket' => ('action.delete_ticket'),
  2557. 'mark_spam' => ('action.mark_spam'),
  2558. ],
  2559. 'task' => [
  2560. 'reply' => ('action.reply'),
  2561. 'mail_agent' => ('action.mail_agent'),
  2562. 'mail_members' => ('action.mail_members'),
  2563. 'mail_last_member' => ('action.mail_last_member'),
  2564. ],
  2565. 'customer' => [
  2566. 'mail_customer' => ('action.mail_customer'),
  2567. ],
  2568. 'agent' => [
  2569. 'mail_agent' => ('action.mail_agent'),
  2570. 'task_transfer' => ('action.task_transfer'),
  2571. 'assign_agent' => ('action.assign_agent'),
  2572. 'assign_group' => ('action.assign_group'),
  2573. 'assign_team' => ('action.assign_team'),
  2574. ],
  2575. );
  2577. $actionRoleArray = [
  2578. 'ticket->priority' => 'ROLE_AGENT_UPDATE_TICKET_PRIORITY',
  2579. 'ticket->type' => 'ROLE_AGENT_UPDATE_TICKET_TYPE',
  2580. 'ticket->status' => 'ROLE_AGENT_UPDATE_TICKET_STATUS',
  2581. 'ticket->tag' => 'ROLE_AGENT_ADD_TAG',
  2582. 'ticket->note' => 'ROLE_AGENT_ADD_NOTE',
  2583. 'ticket->assign_agent' => 'ROLE_AGENT_ASSIGN_TICKET',
  2584. 'ticket->assign_group' => 'ROLE_AGENT_ASSIGN_TICKET_GROUP',
  2585. 'ticket->assign_team' => 'ROLE_AGENT_ASSIGN_TICKET_GROUP',
  2586. 'ticket->mail_agent' => 'ROLE_AGENT',
  2587. 'ticket->mail_group' => 'ROLE_AGENT_MANAGE_GROUP',
  2588. 'ticket->mail_team' => 'ROLE_AGENT_MANAGE_SUB_GROUP',
  2589. 'ticket->mail_customer' => 'ROLE_AGENT',
  2590. 'ticket->mail_last_collaborator' => 'ROLE_AGENT',
  2591. 'ticket->mail_all_collaborators' => 'ROLE_AGENT',
  2592. 'ticket->delete_ticket' => 'ROLE_AGENT_DELETE_TICKET',
  2593. 'ticket->mark_spam' => 'ROLE_AGENT_UPDATE_TICKET_STATUS',
  2594. 'ticket->label' => 'ROLE_ADMIN',
  2595. 'task->reply' => 'ROLE_AGENT',
  2596. 'task->mail_agent' => 'ROLE_AGENT',
  2597. 'task->mail_members' => 'ROLE_AGENT',
  2598. 'task->mail_last_member' => 'ROLE_AGENT',
  2599. 'customer->mail_customer' => 'ROLE_AGENT',
  2600. 'agent->mail_agent' => 'ROLE_AGENT',
  2601. 'agent->task_transfer' => 'ROLE_AGENT_EDIT_TASK',
  2602. 'agent->assign_agent' => 'ROLE_AGENT_ASSIGN_TICKET',
  2603. 'agent->assign_group' => 'ROLE_AGENT_ASSIGN_TICKET_GROUP',
  2604. 'agent->assign_team' => 'ROLE_AGENT_ASSIGN_TICKET_GROUP',
  2605. ];
  2607. $resultArray = [];
  2609. foreach ($actionRoleArray as $action => $role) {
  2610. if ($role == 'ROLE_AGENT' || $this->container->get('user.service')->checkPermission($role) || $force) {
  2611. $actionPath = explode('->', $action);
  2612. $resultArray[$actionPath[0]][$actionPath[1]] = $actionArray[$actionPath[0]][$actionPath[1]];
  2613. }
  2614. }
  2616. $repo = $this->container->get('doctrine.orm.entity_manager')->getRepository('WebkulAppBundle:ECommerceChannel');
  2618. $ecomArray= [];
  2619. $ecomChannels = $repo->getActiveChannelsByCompany($this->container->get('user.service')->getCurrentCompany());
  2621. foreach ($ecomChannels as $channel) {
  2622. $ecomArray['add_order_to_' . $channel['id']] = ('Add order to: ') . $channel['title'];
  2623. }
  2625. $resultArray['ticket'] = array_merge($resultArray['ticket'], $ecomArray);
  2627. return $resultArray;
  2628. }
  2629. }