vendor/uvdesk/core-framework/Services/TicketService.php line 50

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  1. <?php
  3. namespace Webkul\UVDesk\CoreFrameworkBundle\Services;
  5. use Doctrine\ORM\Query;
  6. use Doctrine\ORM\EntityManagerInterface;
  7. use Symfony\Component\Filesystem\Filesystem;
  8. use Symfony\Component\HttpFoundation\Request;
  9. use Symfony\Component\HttpFoundation\RequestStack;
  10. use Symfony\Contracts\Translation\TranslatorInterface;
  11. use Symfony\Component\DependencyInjection\ContainerInterface;
  12. use Symfony\Component\Routing\Generator\UrlGeneratorInterface;
  13. use Webkul\UVDesk\SupportCenterBundle\Entity\Article;
  14. use Webkul\UVDesk\CoreFrameworkBundle\Entity\Website;
  15. use Webkul\UVDesk\MailboxBundle\Services\MailboxService;
  16. use Webkul\UVDesk\CoreFrameworkBundle\Utils\TokenGenerator;
  17. use Webkul\UVDesk\CoreFrameworkBundle\Services\UserService;
  18. use Webkul\UVDesk\AutomationBundle\Entity\PreparedResponses;
  19. use UVDesk\CommunityPackages\UVDesk as UVDeskCommunityPackages;
  20. use Webkul\UVDesk\CoreFrameworkBundle\Services\FileUploadService;
  21. use Webkul\UVDesk\SupportCenterBundle\Entity\KnowledgebaseWebsite;
  22. use Webkul\UVDesk\CoreFrameworkBundle\Entity as CoreFrameworkEntity;
  23. use Webkul\UVDesk\CoreFrameworkBundle\Workflow\Events as CoreWorkflowEvents;
  25. class TicketService
  26. {
  27. const PATH_TO_CONFIG = '/config/packages/uvdesk_mailbox.yaml';
  29. protected $container;
  30. protected $requestStack;
  31. protected $entityManager;
  32. protected $fileUploadService;
  33. protected $userService;
  35. public function __construct(
  36. ContainerInterface $container,
  37. RequestStack $requestStack,
  38. EntityManagerInterface $entityManager,
  39. FileUploadService $fileUploadService,
  40. UserService $userService,
  41. MailboxService $mailboxService,
  42. TranslatorInterface $translator
  43. ) {
  44. $this->container = $container;
  45. $this->requestStack = $requestStack;
  46. $this->entityManager = $entityManager;
  47. $this->fileUploadService = $fileUploadService;
  48. $this->userService = $userService;
  49. $this->mailboxService = $mailboxService;
  50. $this->translator = $translator;
  51. }
  53. public function getAllMailboxes()
  54. {
  55. $mailboxConfiguration = $this->mailboxService->parseMailboxConfigurations();
  57. $collection = array_map(function ($mailbox) {
  58. return [
  59. 'id' => $mailbox->getId(),
  60. 'name' => $mailbox->getName(),
  61. 'isEnabled' => $mailbox->getIsEnabled(),
  62. 'email' => $mailbox->getImapConfiguration()->getUsername(),
  63. ];
  64. }, array_values($mailboxConfiguration->getMailboxes()));
  66. return ($collection ?? []);
  67. }
  69. public function generateRandomEmailReferenceId()
  70. {
  71. $emailDomain = null;
  72. $mailbox = $this->mailboxService->parseMailboxConfigurations()->getDefaultMailbox();
  74. if (!empty($mailbox)) {
  75. $smtpConfiguration = $mailbox->getSmtpConfiguration();
  77. if (!empty($smtpConfiguration)) {
  78. $emailDomain = substr($smtpConfiguration->getUsername(), strpos($smtpConfiguration->getUsername(), '@'));
  79. }
  80. }
  82. if (!empty($emailDomain)) {
  83. return sprintf("<%s%s>", TokenGenerator::generateToken(20, '0123456789abcdefghijklmnopqrstuvwxyz'), $emailDomain);
  84. }
  86. return null;
  87. }
  89. // @TODO: Refactor this out of this service. Use UserService::getSessionUser() instead.
  90. public function getUser()
  91. {
  92. return $this->container->get('user.service')->getCurrentUser();
  93. }
  95. public function getDefaultType()
  96. {
  97. $typeCode = $this->container->getParameter('uvdesk.default.ticket.type');
  98. $ticketType = $this->entityManager->getRepository(CoreFrameworkEntity\TicketType::class)->findOneByCode($typeCode);
  100. return !empty($ticketType) ? $ticketType : null;
  101. }
  103. public function getDefaultStatus()
  104. {
  105. $statusCode = $this->container->getParameter('uvdesk.default.ticket.status');
  106. $ticketStatus = $this->entityManager->getRepository(CoreFrameworkEntity\TicketStatus::class)->findOneByCode($statusCode);
  108. return !empty($ticketStatus) ? $ticketStatus : null;
  109. }
  111. public function getUserPresenceStatus()
  112. {
  113. $presenceStatus = $this->entityManager->getRepository(CoreFrameworkEntity\Website::class)->findOneById(1);
  115. return !empty($presenceStatus) ? $presenceStatus->getDisplayUserPresenceIndicator() : null;
  116. }
  118. public function getDefaultPriority()
  119. {
  120. $priorityCode = $this->container->getParameter('uvdesk.default.ticket.priority');
  121. $ticketPriority = $this->entityManager->getRepository(CoreFrameworkEntity\TicketPriority::class)->findOneByCode($priorityCode);
  123. return !empty($ticketPriority) ? $ticketPriority : null;
  124. }
  126. public function appendTwigSnippet($snippet = '')
  127. {
  128. switch ($snippet) {
  129. case 'createMemberTicket':
  130. return $this->getMemberCreateTicketSnippet();
  131. break;
  132. default:
  133. break;
  134. }
  136. return '';
  137. }
  139. public function getMemberCreateTicketSnippet()
  140. {
  141. $twigTemplatingEngine = $this->container->get('twig');
  142. $ticketTypeCollection = $this->entityManager->getRepository(CoreFrameworkEntity\TicketType::class)->findByIsActive(true);
  144. try {
  145. if ($this->userService->isFileExists('apps/uvdesk/custom-fields')) {
  146. $headerCustomFields = $this->container->get('uvdesk_package_custom_fields.service')->getCustomFieldsArray('user');
  147. } else if ($this->userService->isFileExists('apps/uvdesk/form-component')) {
  148. $headerCustomFields = $this->container->get('uvdesk_package_form_component.service')->getCustomFieldsArray('user');
  149. }
  150. } catch (\Exception $e) {
  151. // @TODO: Log exception message
  152. }
  154. return $twigTemplatingEngine->render('@UVDeskCoreFramework/Snippets/createMemberTicket.html.twig', [
  155. 'ticketTypeCollection' => $ticketTypeCollection,
  156. 'headerCustomFields' => $headerCustomFields ?? null,
  157. ]);
  158. }
  160. public function getCustomerCreateTicketCustomFieldSnippet()
  161. {
  162. try {
  163. if ($this->userService->isFileExists('apps/uvdesk/custom-fields')) {
  164. $customFields = $this->container->get('uvdesk_package_custom_fields.service')->getCustomFieldsArray('customer');
  165. } else if ($this->userService->isFileExists('apps/uvdesk/form-component')) {
  166. $customFields = $this->container->get('uvdesk_package_form_component.service')->getCustomFieldsArray('customer');
  167. }
  168. } catch (\Exception $e) {
  169. // @TODO: Log exception message
  170. }
  172. return $customFields ?? null;
  173. }
  175. public function createTicket(array $params = [])
  176. {
  177. $thread = $this->entityManager->getRepository(CoreFrameworkEntity\Thread::class)->findOneByMessageId($params['messageId']);
  179. if (empty($thread)) {
  180. $user = $this->entityManager->getRepository(CoreFrameworkEntity\User::class)->findOneByEmail($params['from']);
  182. if (empty($user) || null == $user->getCustomerInstance()) {
  183. $role = $this->entityManager->getRepository(CoreFrameworkEntity\SupportRole::class)->findOneByCode($params['role']);
  185. if (empty($role)) {
  186. throw new \Exception("The requested role '" . $params['role'] . "' does not exist.");
  187. }
  189. // Create CoreFrameworkEntity\User Instance
  190. $user = $this->container->get('user.service')->createUserInstance($params['from'], $params['name'], $role, [
  191. 'source' => strtolower($params['source']),
  192. 'active' => true,
  193. ]);
  194. }
  196. $params['role'] = 4;
  197. $params['mailboxEmail'] = current($params['replyTo']);
  198. $params['customer'] = $params['user'] = $user;
  200. return $this->createTicketBase($params);
  201. }
  203. return;
  204. }
  206. public function getDemanedFilterOptions($filterType, $ids)
  207. {
  208. $qb = $this->entityManager->createQueryBuilder();
  209. switch ($filterType) {
  210. case 'agent':
  211. $qb->select("u.id,u.email,CONCAT(u.firstName,' ', u.lastName) AS name")->from(CoreFrameworkEntity\User::class, 'u')
  212. ->leftJoin(CoreFrameworkEntity\UserInstance::class, 'ud', 'WITH', 'u.id = ud.user')
  213. ->where('ud.supportRole != :roles')
  214. ->andwhere('ud.isActive = 1')
  215. ->andwhere('u.id IN (:ids)')
  216. ->setParameter('roles', 4)
  217. ->setParameter('ids', $ids)
  218. ->orderBy('name', 'ASC');
  220. return $qb->getQuery()->getArrayResult();
  221. case 'customer':
  222. $qb->select("c.id,c.email,CONCAT(c.firstName,' ', c.lastName) AS name")->from(CoreFrameworkEntity\User::class, 'c')
  223. ->leftJoin(CoreFrameworkEntity\UserInstance::class, 'ud', 'WITH', 'c.id = ud.user')
  224. ->where('ud.supportRole = :roles')
  225. ->andwhere('ud.isActive = 1')
  226. ->andwhere('c.id IN (:ids)')
  227. ->setParameter('roles', 4)
  228. ->setParameter('ids', $ids)
  229. ->orderBy('name', 'ASC');
  231. return $qb->getQuery()->getArrayResult();
  232. case 'group':
  233. $qb->select("ug.id,ug.description")->from(CoreFrameworkEntity\SupportGroup::class, 'ug')
  234. ->andwhere('ug.isEnabled = 1')
  235. ->andwhere('ug.id IN (:ids)')
  236. ->setParameter('ids', $ids)
  237. ->orderBy('ug.description', 'ASC');
  239. return $qb->getQuery()->getArrayResult();
  240. case 'team':
  241. $qb->select("usg.id,usg.description")->from(CoreFrameworkEntity\SupportTeam::class, 'usg')
  242. ->andwhere('usg.isActive = 1')
  243. ->andwhere('usg.id IN (:ids)')
  244. ->setParameter('ids', $ids)
  245. ->orderBy('usg.description', 'ASC');
  247. return $qb->getQuery()->getArrayResult();
  248. case 'tag':
  249. $qb->select("t.id,t.name")->from(CoreFrameworkEntity\Tag::class, 't')
  250. ->andwhere('t.id IN (:ids)')
  251. ->setParameter('ids', $ids)
  252. ->orderBy('t.name', 'ASC');
  254. return $qb->getQuery()->getArrayResult();
  255. }
  256. }
  258. public function createTicketBase(array $ticketData = [])
  259. {
  260. if ('email' == $ticketData['source']) {
  261. try {
  262. if (array_key_exists('UVDeskMailboxBundle', $this->container->getParameter('kernel.bundles'))) {
  263. $mailbox = $this->mailboxService->getMailboxByEmail($ticketData['mailboxEmail']);
  264. $ticketData['mailboxEmail'] = $mailbox['email'];
  265. }
  266. } catch (\Exception $e) {
  267. // No mailbox found for this email. Skip ticket creation.
  268. return;
  269. }
  270. }
  272. // Set Defaults
  273. $ticketType = !empty($ticketData['type']) ? $ticketData['type'] : $this->getDefaultType();
  274. $ticketStatus = !empty($ticketData['status']) ? $ticketData['status'] : $this->getDefaultStatus();
  275. $ticketPriority = !empty($ticketData['priority']) ? $ticketData['priority'] : $this->getDefaultPriority();
  277. if ('email' == $ticketData['source']) {
  278. $ticketMessageId = !empty($ticketData['messageId']) ? $ticketData['messageId'] : null;
  279. } else {
  280. $ticketMessageId = $this->generateRandomEmailReferenceId();
  281. }
  283. $ticketData['type'] = $ticketType;
  284. $ticketData['status'] = $ticketStatus;
  285. $ticketData['priority'] = $ticketPriority;
  286. $ticketData['messageId'] = $ticketMessageId;
  287. $ticketData['isTrashed'] = false;
  289. $ticket = new CoreFrameworkEntity\Ticket();
  290. foreach ($ticketData as $property => $value) {
  291. $callable = 'set' . ucwords($property);
  293. if (method_exists($ticket, $callable)) {
  294. $ticket->$callable($value);
  295. }
  296. }
  298. $this->entityManager->persist($ticket);
  299. $this->entityManager->flush();
  301. return $this->createThread($ticket, $ticketData);
  302. }
  304. public function createThread(CoreFrameworkEntity\Ticket $ticket, array $threadData)
  305. {
  306. $threadData['isLocked'] = 0;
  308. if ('forward' === $threadData['threadType']) {
  309. $threadData['replyTo'] = $threadData['to'];
  310. }
  312. $collaboratorEmails = [];
  313. // check if $threadData['cc'] is not empty then merge it with $collaboratorEmails
  314. if (! empty($threadData['cc'])) {
  315. if (! is_array($threadData['cc'])) {
  316. $threadData['cc'] = [$threadData['cc']];
  317. }
  319. $collaboratorEmails = array_merge($collaboratorEmails, $threadData['cc']);
  320. }
  322. // check if $threadData['cccol'] is not empty
  323. if (! empty($threadData['cccol'])) {
  324. if (! is_array($threadData['cccol'])) {
  325. $threadData['cccol'] = [$threadData['cccol']];
  326. }
  328. $collaboratorEmails = array_merge($collaboratorEmails, $threadData['cccol']);
  329. }
  331. if (! empty($collaboratorEmails)) {
  332. $threadData['cc'] = $collaboratorEmails;
  333. }
  335. $thread = new CoreFrameworkEntity\Thread();
  336. $thread->setTicket($ticket);
  337. $thread->setCreatedAt(new \DateTime());
  338. $thread->setUpdatedAt(new \DateTime());
  340. if ($threadData['message']) {
  341. $threadData['message'] = htmlspecialchars($this->sanitizeMessage($threadData['message']), ENT_QUOTES, 'UTF-8');
  342. }
  344. if ($threadData['threadType'] != "note") {
  345. foreach ($threadData as $property => $value) {
  346. if (!empty($value)) {
  347. $callable = 'set' . ucwords($property);
  348. if (method_exists($thread, $callable)) {
  349. $thread->$callable($value);
  350. }
  351. }
  352. }
  353. } else {
  354. $this->setTicketNotePlaceholderValue($thread, $threadData, $ticket);
  355. }
  357. // Update ticket reference ids is thread message id is defined
  358. if (null != $thread->getMessageId() && false === strpos($ticket->getReferenceIds(), $thread->getMessageId())) {
  359. $updatedReferenceIds = $ticket->getReferenceIds() . ' ' . $thread->getMessageId();
  360. $ticket->setReferenceIds($updatedReferenceIds);
  362. $this->entityManager->persist($ticket);
  363. }
  365. if ('reply' === $threadData['threadType']) {
  366. if ('agent' === $threadData['createdBy']) {
  367. // Ticket has been updated by support agents, mark as agent replied | customer view pending
  368. $ticket->setIsCustomerViewed(false);
  369. $ticket->setIsReplied(true);
  371. $customerName = $ticket->getCustomer()->getFirstName() . ' ' . $ticket->getCustomer()->getLastName();
  373. $agentActivity = new CoreFrameworkEntity\AgentActivity();
  374. $agentActivity->setThreadType('reply');
  375. $agentActivity->setTicket($ticket);
  376. $agentActivity->setAgent($thread->getUser());
  377. $agentActivity->setCustomerName($customerName);
  378. $agentActivity->setAgentName('agent');
  379. $agentActivity->setCreatedAt(new \DateTime());
  381. $this->entityManager->persist($agentActivity);
  382. } else {
  383. // Ticket has been updated by customer, mark as agent view | reply pending
  384. $ticket->setIsAgentViewed(false);
  385. $ticket->setIsReplied(false);
  386. }
  388. $this->entityManager->persist($ticket);
  389. } else if ('create' === $threadData['threadType']) {
  390. $ticket->setIsReplied(false);
  391. $this->entityManager->persist($ticket);
  393. $customerName = $ticket->getCustomer()->getFirstName() . ' ' . $ticket->getCustomer()->getLastName();
  395. $agentActivity = new CoreFrameworkEntity\AgentActivity();
  396. $agentActivity->setThreadType('create');
  397. $agentActivity->setTicket($ticket);
  398. $agentActivity->setAgent($thread->getUser());
  399. $agentActivity->setCustomerName($customerName);
  400. $agentActivity->setAgentName('agent');
  401. $agentActivity->setCreatedAt(new \DateTime());
  403. $this->entityManager->persist($agentActivity);
  404. }
  406. $ticket->currentThread = $this->entityManager->getRepository(CoreFrameworkEntity\Thread::class)->getTicketCurrentThread($ticket);
  408. $this->entityManager->persist($thread);
  409. $this->entityManager->flush();
  411. $ticket->createdThread = $thread;
  413. // Uploading Attachments.
  414. if (
  415. (isset($threadData['attachments']) && ! empty($threadData['attachments'])) || (isset($threadData['attachmentContent']) && ! empty($threadData['attachmentContent']))
  416. ) {
  417. if ('email' == $threadData['source']) {
  418. // Saving Email attachments in case of outlook with $threadData['attachmentContent']
  419. try {
  420. $attachments = ! empty($threadData['attachments']) ? $threadData['attachments'] : $threadData['attachmentContent'];
  422. if (! empty($attachments)) {
  423. $this->saveThreadEmailAttachments($thread, $threadData['attachments'], $threadData['attachmentContent'] ?? []);
  424. }
  425. } catch (\Exception $e) {
  426. throw new \Exception($e->getMessage());
  427. }
  428. } else if (!empty($threadData['attachments'])) {
  429. try {
  430. $this->fileUploadService->validateAttachments($threadData['attachments']);
  431. $this->saveThreadAttachment($thread, $threadData['attachments']);
  432. } catch (\Exception $e) {
  433. throw new \Exception($e->getMessage());
  434. }
  435. }
  436. }
  438. // Send Webhook Notification
  439. $this->sendWebhookNotificationAction($thread);
  441. return $thread;
  442. }
  444. public function setTicketNotePlaceholderValue($thread, $threadData, $ticket)
  445. {
  446. if (!empty($threadData)) {
  447. foreach ($threadData as $property => $value) {
  448. if (!empty($value)) {
  449. $callable = 'set' . ucwords($property);
  450. if (method_exists($thread, $callable)) {
  451. if ($callable != "setMessage") {
  452. $thread->$callable($value);
  453. } else {
  454. $notesPlaceholders = $this->getNotePlaceholderValues($ticket, 'customer');
  455. $content = $value;
  456. foreach ($notesPlaceholders as $key => $val) {
  457. if (strpos($value, "{%$key%}") !== false) {
  458. $content = strtr($value, ["{%$key%}" => $val, "{% $key %}" => $val]);
  459. }
  460. }
  462. $content = stripslashes($content);
  463. $thread->$callable($content);
  464. }
  465. }
  466. }
  467. }
  468. }
  469. }
  471. public function saveThreadAttachment($thread, array $attachments)
  472. {
  473. $prefix = 'threads/' . $thread->getId();
  474. $uploadManager = $this->container->get('uvdesk.core.file_system.service')->getUploadManager();
  476. foreach ($attachments as $attachment) {
  477. $uploadedFileAttributes = $uploadManager->uploadFile($attachment, $prefix);
  479. if (!empty($uploadedFileAttributes['path'])) {
  480. ($threadAttachment = new CoreFrameworkEntity\Attachment())
  481. ->setThread($thread)
  482. ->setName($uploadedFileAttributes['name'])
  483. ->setPath($uploadedFileAttributes['path'])
  484. ->setSize($uploadedFileAttributes['size'])
  485. ->setContentType($uploadedFileAttributes['content-type']);
  487. $this->entityManager->persist($threadAttachment);
  488. }
  489. }
  491. $this->entityManager->flush();
  492. }
  494. public function saveThreadEmailAttachments($thread, array $attachments, array $attachmentContents)
  495. {
  496. $prefix = 'threads/' . $thread->getId();
  497. $uploadManager = $this->container->get('uvdesk.core.file_system.service')->getUploadManager();
  499. // Upload thread attachments
  500. foreach ($attachments as $attachment) {
  501. $uploadedFileAttributes = $uploadManager->uploadEmailAttachment($attachment, $prefix);
  503. if (!empty($uploadedFileAttributes['path'])) {
  504. ($threadAttachment = new CoreFrameworkEntity\Attachment())
  505. ->setThread($thread)
  506. ->setName($uploadedFileAttributes['name'])
  507. ->setPath($uploadedFileAttributes['path'])
  508. ->setSize($uploadedFileAttributes['size'])
  509. ->setContentType($uploadedFileAttributes['content-type']);
  511. $this->entityManager->persist($threadAttachment);
  512. }
  513. }
  515. // Microsoft 365 Attachments.
  516. $basePublicPath = realpath(__DIR__ . '/../../../../public') . '/';
  517. $prefixOutlook = $basePublicPath . 'assets/threads/' . $thread->getId() . '/';
  519. foreach ($attachmentContents as $attachmentContent) {
  520. $decodedData = base64_decode(preg_replace('#^data:image/\w+;base64,#i', '', $attachmentContent['content']));
  522. $filePath = $prefixOutlook . $attachmentContent['name'];
  524. if (!is_dir($prefixOutlook) && !is_dir($prefixOutlook)) {
  525. mkdir($prefixOutlook, 0755, true);
  526. }
  528. $relativePath = str_replace($basePublicPath, '', $filePath);
  530. try {
  531. $result = file_put_contents($filePath, $decodedData);
  532. if ($result === false) {
  533. throw new \Exception("Failed to write file to $filePath");
  534. }
  535. } catch (\Exception $e) {
  536. }
  538. if (!empty($filePath)) {
  539. $threadAttachment = (new CoreFrameworkEntity\Attachment())
  540. ->setThread($thread)
  541. ->setName($attachmentContent['name'])
  542. ->setPath($relativePath)
  543. ->setSize(strlen($decodedData)) // Use actual file size
  544. ->setContentType($attachmentContent['mimeType']);
  546. $this->entityManager->persist($threadAttachment);
  547. }
  548. }
  550. $this->entityManager->flush();
  551. }
  553. public function getTypes()
  554. {
  555. static $types;
  556. if (null !== $types)
  557. return $types;
  559. $qb = $this->entityManager->createQueryBuilder();
  560. $qb->select('tp.id', 'tp.code As name')->from(CoreFrameworkEntity\TicketType::class, 'tp')
  561. ->andWhere('tp.isActive = 1')
  562. ->orderBy('tp.code', 'ASC');
  564. return $types = $qb->getQuery()->getArrayResult();
  565. }
  567. public function getStatus()
  568. {
  569. static $statuses;
  570. if (null !== $statuses)
  571. return $statuses;
  573. $qb = $this->entityManager->createQueryBuilder();
  574. $qb->select('ts')->from(CoreFrameworkEntity\TicketStatus::class, 'ts');
  575. // $qb->orderBy('ts.sortOrder', Criteria::ASC);
  577. return $statuses = $qb->getQuery()->getArrayResult();
  578. }
  580. public function getTicketTotalThreads($ticketId)
  581. {
  582. $qb = $this->entityManager->createQueryBuilder();
  583. $qb->select('COUNT(th.id) as threadCount')->from(CoreFrameworkEntity\Ticket::class, 't')
  584. ->leftJoin('t.threads', 'th')
  585. ->andWhere('t.id = :ticketId')
  586. ->andWhere('th.threadType = :threadType')
  587. ->setParameter('threadType', 'reply')
  588. ->setParameter('ticketId', $ticketId);
  590. $qb = $this->entityManager->createQueryBuilder();
  591. $qb->select('COUNT(t.id) as threadCount')->from(CoreFrameworkEntity\Thread::class, 't')
  592. ->andWhere('t.ticket = :ticketId')
  593. ->andWhere('t.threadType = :threadType')
  594. ->setParameter('threadType', 'reply')
  595. ->setParameter('ticketId', $ticketId);
  597. return $qb->getQuery()->getSingleScalarResult();
  598. }
  600. public function getTicketTags($request = null)
  601. {
  602. $qb = $this->entityManager->createQueryBuilder();
  603. $qb->select('tg')->from(CoreFrameworkEntity\Tag::class, 'tg');
  605. if ($request) {
  606. $qb->andWhere("tg.name LIKE :tagName");
  607. $qb->setParameter('tagName', '%' . urldecode(trim($request->query->get('query'))) . '%');
  608. $qb->andWhere("tg.id NOT IN (:ids)");
  609. $qb->setParameter('ids', explode(',', urldecode($request->query->get('not'))));
  610. }
  612. return $qb->getQuery()->getArrayResult();
  613. }
  615. public function paginateMembersTicketCollection(Request $request)
  616. {
  617. $params = $request->query->all();
  618. $activeUser = $this->container->get('user.service')->getSessionUser();
  619. $activeUserTimeZone = $this->entityManager->getRepository(CoreFrameworkEntity\Website::class)->findOneBy(['code' => 'Knowledgebase']);
  620. $agentTimeZone = !empty($activeUser->getTimezone()) ? $activeUser->getTimezone() : $activeUserTimeZone->getTimezone();
  621. $agentTimeFormat = !empty($activeUser->getTimeformat()) ? $activeUser->getTimeformat() : $activeUserTimeZone->getTimeformat();
  623. $ticketRepository = $this->entityManager->getRepository(CoreFrameworkEntity\Ticket::class);
  625. $website = $this->entityManager->getRepository(CoreFrameworkEntity\Website::class)->findOneBy(['code' => 'helpdesk']);
  626. $timeZone = $website->getTimezone();
  627. $timeFormat = $website->getTimeformat();
  629. $supportGroupReference = $this->entityManager->getRepository(CoreFrameworkEntity\User::class)->getUserSupportGroupReferences($activeUser);
  630. $supportTeamReference = $this->entityManager->getRepository(CoreFrameworkEntity\User::class)->getUserSupportTeamReferences($activeUser);
  632. // Get base query
  633. $baseQuery = $ticketRepository->prepareBaseTicketQuery($activeUser, $supportGroupReference, $supportTeamReference, $params);
  634. $ticketTabs = $ticketRepository->getTicketTabDetails($activeUser, $supportGroupReference, $supportTeamReference, $params);
  636. // Apply Pagination
  637. $pageNumber = !empty($params['page']) ? (int) $params['page'] : 1;
  638. $itemsLimit = !empty($params['limit']) ? (int) $params['limit'] : $ticketRepository::DEFAULT_PAGINATION_LIMIT;
  640. if (isset($params['repliesLess']) || isset($params['repliesMore'])) {
  641. $paginationOptions = ['wrap-queries' => true];
  642. $paginationQuery = $baseQuery->getQuery()
  643. ->setHydrationMode(Query::HYDRATE_ARRAY);
  644. } else {
  645. $paginationOptions = ['distinct' => true];
  646. $paginationQuery = $baseQuery->getQuery()
  647. ->setHydrationMode(Query::HYDRATE_ARRAY)
  648. ->setHint('knp_paginator.count', isset($params['status']) ? $ticketTabs[$params['status']] : $ticketTabs[1]);
  649. }
  651. $pagination = $this->container->get('knp_paginator')->paginate($paginationQuery, $pageNumber, $itemsLimit, $paginationOptions);
  652. // Process Pagination Response
  653. $ticketCollection = [];
  654. $paginationParams = $pagination->getParams();
  655. $paginationData = $pagination->getPaginationData();
  657. $paginationParams['page'] = 'replacePage';
  658. $paginationData['url'] = '#' . $this->container->get('uvdesk.service')->buildPaginationQuery($paginationParams);
  659. // $container->get('default.service')->buildSessionUrl('ticket',$queryParameters);
  662. $ticketThreadCountQueryTemplate = $this->entityManager->createQueryBuilder()
  663. ->select('COUNT(thread.id) as threadCount')
  664. ->from(CoreFrameworkEntity\Ticket::class, 'ticket')
  665. ->leftJoin('ticket.threads', 'thread')
  666. ->where('ticket.id = :ticketId')
  667. ->andWhere('thread.threadType = :threadType')->setParameter('threadType', 'reply');
  669. foreach ($pagination->getItems() as $ticketDetails) {
  670. $ticket = array_shift($ticketDetails);
  672. $ticketThreadCountQuery = clone $ticketThreadCountQueryTemplate;
  673. $ticketThreadCountQuery->setParameter('ticketId', $ticket['id']);
  675. $totalTicketReplies = (int) $ticketThreadCountQuery->getQuery()->getSingleScalarResult();
  676. $ticketHasAttachments = false;
  677. $dbTime = $ticket['createdAt'];
  679. $formattedTime = $this->fomatTimeByPreference($dbTime, $timeZone, $timeFormat, $agentTimeZone, $agentTimeFormat);
  681. $currentDateTime = new \DateTime('now');
  682. $lastReply = $this->getLastReply($ticket['id']);
  684. if ($lastReply) {
  685. $lastRepliedTime =
  686. $this->time2string($currentDateTime->getTimeStamp() - $lastReply['createdAt']->getTimeStamp());
  687. } else {
  688. $lastRepliedTime =
  689. $this->time2string($currentDateTime->getTimeStamp() - $ticket['createdAt']->getTimeStamp());
  690. }
  692. $ticketResponse = [
  693. 'id' => $ticket['id'],
  694. 'subject' => $ticket['subject'],
  695. 'isStarred' => $ticket['isStarred'],
  696. 'isAgentView' => $ticket['isAgentViewed'],
  697. 'isTrashed' => $ticket['isTrashed'],
  698. 'source' => $ticket['source'],
  699. 'group' => $ticketDetails['groupName'],
  700. 'team' => $ticketDetails['teamName'],
  701. 'priority' => $ticket['priority'],
  702. 'type' => $ticketDetails['typeName'],
  703. 'timestamp' => $formattedTime['dateTimeZone'],
  704. 'formatedCreatedAt' => $formattedTime['dateTimeZone']->format($formattedTime['timeFormatString']),
  705. 'totalThreads' => $totalTicketReplies,
  706. 'agent' => null,
  707. 'customer' => null,
  708. 'hasAttachments' => $ticketHasAttachments,
  709. 'lastReplyTime' => $lastRepliedTime
  710. ];
  712. if (!empty($ticketDetails['agentId'])) {
  713. $ticketResponse['agent'] = [
  714. 'id' => $ticketDetails['agentId'],
  715. 'name' => $ticketDetails['agentName'],
  716. 'smallThumbnail' => $ticketDetails['smallThumbnail'],
  717. ];
  718. }
  720. if (!empty($ticketDetails['customerId'])) {
  721. $ticketResponse['customer'] = [
  722. 'id' => $ticketDetails['customerId'],
  723. 'name' => $ticketDetails['customerName'],
  724. 'email' => $ticketDetails['customerEmail'],
  725. 'smallThumbnail' => $ticketDetails['customersmallThumbnail'],
  726. ];
  727. }
  729. array_push($ticketCollection, $ticketResponse);
  730. }
  732. return [
  733. 'tickets' => $ticketCollection,
  734. 'pagination' => $paginationData,
  735. 'tabs' => $ticketTabs,
  736. 'labels' => [
  737. 'predefind' => $this->getPredefindLabelDetails($activeUser, $supportGroupReference, $supportTeamReference, $params),
  738. 'custom' => $this->getCustomLabelDetails($this->container),
  739. ],
  741. ];
  742. }
  744. // Convert Timestamp to day/hour/min
  745. public function time2string($time)
  746. {
  747. $d = floor($time / 86400);
  748. $_d = ($d < 10 ? '0' : '') . $d;
  750. $h = floor(($time - $d * 86400) / 3600);
  751. $_h = ($h < 10 ? '0' : '') . $h;
  753. $m = floor(($time - ($d * 86400 + $h * 3600)) / 60);
  754. $_m = ($m < 10 ? '0' : '') . $m;
  756. $s = $time - ($d * 86400 + $h * 3600 + $m * 60);
  757. $_s = ($s < 10 ? '0' : '') . $s;
  759. $time_str = "0 minutes";
  760. if ($_d != 00)
  761. $time_str = $_d . " " . 'days';
  762. elseif ($_h != 00)
  763. $time_str = $_h . " " . 'hours';
  764. elseif ($_m != 00)
  765. $time_str = $_m . " " . 'minutes';
  767. return $time_str . " " . "ago";
  768. }
  770. public function getPredefindLabelDetails(CoreFrameworkEntity\User $currentUser, array $supportGroupIds = [], array $supportTeamIds = [], array $params = [])
  771. {
  772. $data = array();
  773. $queryBuilder = $this->entityManager->createQueryBuilder();
  774. $ticketRepository = $this->entityManager->getRepository(CoreFrameworkEntity\Ticket::class);
  775. $queryBuilder->select('COUNT(DISTINCT ticket.id) as ticketCount')->from(CoreFrameworkEntity\Ticket::class, 'ticket');
  777. // // applyFilter according to permission
  778. $queryBuilder->where('ticket.isTrashed != 1');
  779. $userInstance = $currentUser->getAgentInstance();
  781. if (
  782. !empty($userInstance) && 'ROLE_AGENT' == $userInstance->getSupportRole()->getCode()
  783. && $userInstance->getTicketAccesslevel() != 1
  784. ) {
  785. $supportGroupIds = implode(',', $supportGroupIds);
  786. $supportTeamIds = implode(',', $supportTeamIds);
  788. if ($userInstance->getTicketAccesslevel() == 4) {
  789. $queryBuilder->andWhere('ticket.agent = ' . $currentUser->getId());
  790. } elseif ($userInstance->getTicketAccesslevel() == 2) {
  791. $query = '';
  792. if ($supportGroupIds) {
  793. $query .= ' OR supportGroup.id IN(' . $supportGroupIds . ') ';
  794. }
  795. if ($supportTeamIds) {
  796. $query .= ' OR supportTeam.id IN(' . $supportTeamIds . ') ';
  797. }
  798. $queryBuilder->leftJoin('ticket.supportGroup', 'supportGroup')
  799. ->leftJoin('ticket.supportTeam', 'supportTeam')
  800. ->andWhere('( ticket.agent = ' . $currentUser->getId() . $query . ')');
  801. } elseif ($userInstance->getTicketAccesslevel() == 3) {
  802. $query = '';
  803. if ($supportTeamIds) {
  804. $query .= ' OR supportTeam.id IN(' . $supportTeamIds . ') ';
  805. }
  806. $queryBuilder->leftJoin('ticket.supportGroup', 'supportGroup')
  807. ->leftJoin('ticket.supportTeam', 'supportTeam')
  808. ->andWhere('( ticket.agent = ' . $currentUser->getId() . $query . ')');
  809. }
  810. }
  812. // for all tickets count
  813. $data['all'] = $queryBuilder->getQuery()->getSingleScalarResult();
  815. // for new tickets count
  816. $newQb = clone $queryBuilder;
  817. $newQb->andWhere('ticket.isNew = 1');
  818. $data['new'] = $newQb->getQuery()->getSingleScalarResult();
  820. // for unassigned tickets count
  821. $unassignedQb = clone $queryBuilder;
  822. $unassignedQb->andWhere("ticket.agent is NULL");
  823. $data['unassigned'] = $unassignedQb->getQuery()->getSingleScalarResult();
  825. // for unanswered ticket count
  826. $unansweredQb = clone $queryBuilder;
  827. $unansweredQb->andWhere('ticket.isReplied = 0');
  828. $data['notreplied'] = $unansweredQb->getQuery()->getSingleScalarResult();
  830. // for my tickets count
  831. $mineQb = clone $queryBuilder;
  832. $mineQb->andWhere("ticket.agent = :agentId")
  833. ->setParameter('agentId', $currentUser->getId());
  834. $data['mine'] = $mineQb->getQuery()->getSingleScalarResult();
  836. // for starred tickets count
  837. $starredQb = clone $queryBuilder;
  838. $starredQb->andWhere('ticket.isStarred = 1');
  839. $data['starred'] = $starredQb->getQuery()->getSingleScalarResult();
  841. // for trashed tickets count
  842. $trashedQb = clone $queryBuilder;
  843. $trashedQb->where('ticket.isTrashed = 1');
  844. if ($currentUser->getRoles()[0] != 'ROLE_SUPER_ADMIN' && $userInstance->getTicketAccesslevel() != 1) {
  845. $trashedQb->andWhere('ticket.agent = ' . $currentUser->getId());
  846. }
  847. $data['trashed'] = $trashedQb->getQuery()->getSingleScalarResult();
  849. return $data;
  850. }
  852. public function paginateMembersTicketThreadCollection(CoreFrameworkEntity\Ticket $ticket, Request $request)
  853. {
  854. $params = $request->query->all();
  855. $entityManager = $this->entityManager;
  856. $activeUser = $this->container->get('user.service')->getSessionUser();
  858. $activeUserTimeZone = $this->entityManager->getRepository(CoreFrameworkEntity\Website::class)->findOneBy(['code' => 'Knowledgebase']);
  859. $agentTimeZone = !empty($activeUser->getTimezone()) ? $activeUser->getTimezone() : $activeUserTimeZone->getTimezone();
  860. $agentTimeFormat = !empty($activeUser->getTimeformat()) ? $activeUser->getTimeformat() : $activeUserTimeZone->getTimeformat();
  862. $threadRepository = $entityManager->getRepository(CoreFrameworkEntity\Thread::class);
  863. $uvdeskFileSystemService = $this->container->get('uvdesk.core.file_system.service');
  865. // Get base query
  866. $enableLockedThreads = $this->container->get('user.service')->isAccessAuthorized('ROLE_AGENT_MANAGE_LOCK_AND_UNLOCK_THREAD');
  867. $baseQuery = $threadRepository->prepareBasePaginationRecentThreadsQuery($ticket, $params, $enableLockedThreads);
  869. // Apply Pagination
  870. $paginationItemsQuery = clone $baseQuery;
  871. $totalPaginationItems = $paginationItemsQuery->select('COUNT(DISTINCT thread.id)')->getQuery()->getSingleScalarResult();
  873. $pageNumber = !empty($params['page']) ? (int) $params['page'] : 1;
  874. $itemsLimit = !empty($params['limit']) ? (int) $params['limit'] : $threadRepository::DEFAULT_PAGINATION_LIMIT;
  876. $paginationOptions = ['distinct' => true];
  877. $paginationQuery = $baseQuery->getQuery()->setHydrationMode(Query::HYDRATE_ARRAY)->setHint('knp_paginator.count', (int) $totalPaginationItems);
  879. $pagination = $this->container->get('knp_paginator')->paginate($paginationQuery, $pageNumber, $itemsLimit, $paginationOptions);
  881. // Process Pagination Response
  882. $threadCollection = [];
  883. $paginationParams = $pagination->getParams();
  884. $paginationData = $pagination->getPaginationData();
  886. $website = $this->entityManager->getRepository(CoreFrameworkEntity\Website::class)->findOneBy(['code' => 'helpdesk']);
  887. $timeZone = $website->getTimezone();
  888. $timeFormat = $website->getTimeformat();
  890. if (!empty($params['threadRequestedId'])) {
  891. $requestedThreadCollection = $baseQuery
  892. ->andWhere('thread.id >= :threadRequestedId')->setParameter('threadRequestedId', (int) $params['threadRequestedId'])
  893. ->getQuery()->getArrayResult();
  895. $totalRequestedThreads = count($requestedThreadCollection);
  896. $paginationData['current'] = ceil($totalRequestedThreads / $threadRepository::DEFAULT_PAGINATION_LIMIT);
  898. if ($paginationData['current'] > 1) {
  899. $paginationData['firstItemNumber'] = 1;
  900. $paginationData['lastItemNumber'] = $totalRequestedThreads;
  901. $paginationData['next'] = ceil(($totalRequestedThreads + 1) / $threadRepository::DEFAULT_PAGINATION_LIMIT);
  902. }
  903. }
  905. $paginationParams['page'] = 'replacePage';
  906. $paginationData['url'] = '#' . $this->container->get('uvdesk.service')->buildPaginationQuery($paginationParams);
  907. foreach ($pagination->getItems() as $threadDetails) {
  908. $dbTime = $threadDetails['createdAt'];
  909. $formattedTime = $this->fomatTimeByPreference($dbTime, $timeZone, $timeFormat, $agentTimeZone, $agentTimeFormat);
  911. $threadResponse = [
  912. 'id' => $threadDetails['id'],
  913. 'user' => null,
  914. 'fullname' => null,
  915. 'reply' => html_entity_decode($threadDetails['message']),
  916. 'source' => $threadDetails['source'],
  917. 'threadType' => $threadDetails['threadType'],
  918. 'userType' => $threadDetails['createdBy'],
  919. 'timestamp' => $formattedTime['dateTimeZone'],
  920. 'formatedCreatedAt' => $formattedTime['dateTimeZone']->format($formattedTime['timeFormatString']),
  921. 'bookmark' => $threadDetails['isBookmarked'],
  922. 'isLocked' => $threadDetails['isLocked'],
  923. 'replyTo' => $threadDetails['replyTo'],
  924. 'cc' => $threadDetails['cc'],
  925. 'bcc' => $threadDetails['bcc'],
  926. 'attachments' => $threadDetails['attachments'],
  927. ];
  929. if (! empty($threadDetails['user'])) {
  931. if (!empty(trim($threadDetails['user']['firstName']))) {
  932. $threadResponse['fullname'] = trim($threadDetails['user']['firstName'] . ' ' . $threadDetails['user']['lastName']);
  933. }
  935. $threadResponse['user'] = [
  936. 'id' => $threadDetails['user']['id'],
  937. 'smallThumbnail' => $threadDetails['user']['userInstance'][0]['profileImagePath'],
  938. 'name' => $threadResponse['fullname'],
  939. ];
  940. } else {
  941. $threadResponse['fullname'] = 'System';
  942. }
  944. if (!empty($threadResponse['attachments'])) {
  945. $threadResponse['attachments'] = array_map(function ($attachment) use ($entityManager, $uvdeskFileSystemService) {
  946. $attachmentReferenceObject = $entityManager->getReference(CoreFrameworkEntity\Attachment::class, $attachment['id']);
  947. return $uvdeskFileSystemService->getFileTypeAssociations($attachmentReferenceObject);
  948. }, $threadResponse['attachments']);
  949. }
  951. array_push($threadCollection, $threadResponse);
  952. }
  954. return [
  955. 'threads' => $threadCollection,
  956. 'pagination' => $paginationData,
  957. ];
  958. }
  960. public function massXhrUpdate(Request $request)
  961. {
  962. $params = $request->request->get('data');
  964. foreach ($params['ids'] as $ticketId) {
  965. $ticket = $this->entityManager->getRepository(CoreFrameworkEntity\Ticket::class)->find($ticketId);
  967. if (false == $this->isTicketAccessGranted($ticket)) {
  968. throw new \Exception('Access Denied', 403);
  969. }
  971. if (empty($ticket)) {
  972. continue;
  973. }
  975. switch ($params['actionType']) {
  976. case 'trashed':
  977. if (false == $ticket->getIsTrashed()) {
  978. $ticket->setIsTrashed(true);
  980. $this->entityManager->persist($ticket);
  981. }
  983. // Trigger ticket delete event
  984. $event = new CoreWorkflowEvents\Ticket\Delete();
  985. $event
  986. ->setTicket($ticket);
  988. $this->container->get('event_dispatcher')->dispatch($event, 'uvdesk.automation.workflow.execute');
  990. break;
  991. case 'delete':
  992. $threads = $ticket->getThreads();
  993. $fileService = new Filesystem();
  995. if (count($threads) > 0) {
  996. foreach ($threads as $thread) {
  997. if (!empty($thread)) {
  998. $fileService->remove($this->container->getParameter('kernel.project_dir') . '/public/assets/threads/' . $thread->getId());
  999. }
  1000. }
  1001. }
  1003. $this->entityManager->remove($ticket);
  1005. break;
  1006. case 'restored':
  1007. if (true == $ticket->getIsTrashed()) {
  1008. $ticket->setIsTrashed(false);
  1010. $this->entityManager->persist($ticket);
  1011. }
  1013. break;
  1014. case 'agent':
  1015. if ($ticket->getAgent() == null || $ticket->getAgent() && $ticket->getAgent()->getId() != $params['targetId']) {
  1017. $agent = $this->entityManager->getRepository(CoreFrameworkEntity\User::class)->find($params['targetId']);
  1018. $ticket->setAgent($agent);
  1020. $this->entityManager->persist($ticket);
  1022. // Trigger Agent Assign event
  1023. $event = new CoreWorkflowEvents\Ticket\Agent();
  1024. $event
  1025. ->setTicket($ticket);
  1027. $this->container->get('event_dispatcher')->dispatch($event, 'uvdesk.automation.workflow.execute');
  1028. }
  1030. break;
  1031. case 'status':
  1032. if ($ticket->getStatus() == null || $ticket->getStatus() && $ticket->getStatus()->getId() != $params['targetId']) {
  1034. $status = $this->entityManager->getRepository(CoreFrameworkEntity\TicketStatus::class)->findOneById($params['targetId']);
  1035. $ticket->setStatus($status);
  1037. $this->entityManager->persist($ticket);
  1039. // Trigger ticket status event
  1040. $event = new CoreWorkflowEvents\Ticket\Status();
  1041. $event
  1042. ->setTicket($ticket);
  1044. $this->container->get('event_dispatcher')->dispatch($event, 'uvdesk.automation.workflow.execute');
  1045. }
  1047. break;
  1048. case 'type':
  1049. if ($ticket->getType() == null || $ticket->getType() && $ticket->getType()->getId() != $params['targetId']) {
  1051. $type = $this->entityManager->getRepository(CoreFrameworkEntity\TicketType::class)->findOneById($params['targetId']);
  1052. $ticket->setType($type);
  1054. $this->entityManager->persist($ticket);
  1056. // Trigger ticket type event
  1057. $event = new CoreWorkflowEvents\Ticket\Type();
  1058. $event
  1059. ->setTicket($ticket);
  1061. $this->container->get('event_dispatcher')->dispatch($event, 'uvdesk.automation.workflow.execute');
  1062. }
  1064. break;
  1065. case 'group':
  1066. if ($ticket->getSupportGroup() == null || $ticket->getSupportGroup() && $ticket->getSupportGroup()->getId() != $params['targetId']) {
  1068. $group = $this->entityManager->getRepository(CoreFrameworkEntity\SupportGroup::class)->find($params['targetId']);
  1069. $ticket->setSupportGroup($group);
  1071. $this->entityManager->persist($ticket);
  1073. // Trigger Support group event
  1074. $event = new CoreWorkflowEvents\Ticket\Group();
  1075. $event
  1076. ->setTicket($ticket);
  1078. $this->container->get('event_dispatcher')->dispatch($event, 'uvdesk.automation.workflow.execute');
  1079. }
  1081. break;
  1082. case 'team':
  1083. if ($ticket->getSupportTeam() == null || $ticket->getSupportTeam() && $ticket->getSupportTeam()->getId() != $params['targetId']) {
  1085. $team = $this->entityManager->getRepository(CoreFrameworkEntity\SupportTeam::class)->find($params['targetId']);
  1086. $ticket->setSupportTeam($team);
  1088. $this->entityManager->persist($ticket);
  1090. // Trigger team event
  1091. $event = new CoreWorkflowEvents\Ticket\Team();
  1092. $event
  1093. ->setTicket($ticket);
  1095. $this->container->get('event_dispatcher')->dispatch($event, 'uvdesk.automation.workflow.execute');
  1096. }
  1098. break;
  1099. case 'priority':
  1100. if ($ticket->getPriority() == null || $ticket->getPriority() && $ticket->getPriority()->getId() != $params['targetId']) {
  1102. $priority = $this->entityManager->getRepository(CoreFrameworkEntity\TicketPriority::class)->find($params['targetId']);
  1103. $ticket->setPriority($priority);
  1105. $this->entityManager->persist($ticket);
  1107. // Trigger ticket Priority event
  1108. $event = new CoreWorkflowEvents\Ticket\Priority();
  1109. $event
  1110. ->setTicket($ticket);
  1112. $this->container->get('event_dispatcher')->dispatch($event, 'uvdesk.automation.workflow.execute');
  1113. }
  1115. break;
  1116. case 'label':
  1117. $label = $this->entityManager->getRepository(CoreFrameworkEntity\SupportLabel::class)->find($params['targetId']);
  1119. if ($label && !$this->entityManager->getRepository(CoreFrameworkEntity\Ticket::class)->isLabelAlreadyAdded($ticket, $label)) {
  1120. $ticket->addSupportLabel($label);
  1121. }
  1123. $this->entityManager->persist($ticket);
  1125. break;
  1126. default:
  1127. break;
  1128. }
  1129. }
  1131. $this->entityManager->flush();
  1133. if ($params['actionType'] == 'trashed') {
  1134. $message = 'Success ! Tickets moved to trashed successfully.';
  1135. } elseif ($params['actionType'] == 'restored') {
  1136. $message = 'Success ! Tickets restored successfully.';
  1137. } elseif ($params['actionType'] == 'delete') {
  1138. $message = 'Success ! Tickets removed successfully.';
  1139. } elseif ($params['actionType'] == 'agent') {
  1140. $message = 'Success ! Agent assigned successfully.';
  1141. } elseif ($params['actionType'] == 'status') {
  1142. $message = 'Success ! Tickets status updated successfully.';
  1143. } elseif ($params['actionType'] == 'type') {
  1144. $message = 'Success ! Tickets type updated successfully.';
  1145. } elseif ($params['actionType'] == 'group') {
  1146. $message = 'Success ! Tickets group updated successfully.';
  1147. } elseif ($params['actionType'] == 'team') {
  1148. $message = 'Success ! Tickets team updated successfully.';
  1149. } elseif ($params['actionType'] == 'priority') {
  1150. $message = 'Success ! Tickets priority updated successfully.';
  1151. } elseif ($params['actionType'] == 'label') {
  1152. $message = 'Success ! Tickets added to label successfully.';
  1153. } else {
  1154. $message = 'Success ! Tickets have been updated successfully';
  1155. }
  1157. return [
  1158. 'alertClass' => 'success',
  1159. 'alertMessage' => $this->trans($message),
  1160. ];
  1161. }
  1163. public function getNotePlaceholderValues($ticket, $type = "customer")
  1164. {
  1165. $variables = array();
  1166. $variables['ticket.id'] = $ticket->getId();
  1167. $variables['ticket.subject'] = $ticket->getSubject();
  1169. $variables['ticket.status'] = $ticket->getStatus()->getCode();
  1170. $variables['ticket.priority'] = $ticket->getPriority()->getCode();
  1171. if ($ticket->getSupportGroup())
  1172. $variables['ticket.group'] = $ticket->getSupportGroup()->getName();
  1173. else
  1174. $variables['ticket.group'] = '';
  1176. $variables['ticket.team'] = ($ticket->getSupportTeam() ? $ticket->getSupportTeam()->getName() : '');
  1178. $customer = $this->container->get('user.service')->getCustomerPartialDetailById($ticket->getCustomer()->getId());
  1179. $variables['ticket.customerName'] = $customer['name'];
  1180. $userService = $this->container->get('user.service');
  1182. $variables['ticket.agentName'] = '';
  1183. $variables['ticket.agentEmail'] = '';
  1184. if ($ticket->getAgent()) {
  1185. $agent = $this->container->get('user.service')->getAgentDetailById($ticket->getAgent()->getId());
  1186. if ($agent) {
  1187. $variables['ticket.agentName'] = $agent['name'];
  1188. $variables['ticket.agentEmail'] = $agent['email'];
  1189. }
  1190. }
  1192. $router = $this->container->get('router');
  1194. if ($type == 'customer') {
  1195. $ticketListURL = $router->generate('helpdesk_member_ticket_collection', [
  1196. 'id' => $ticket->getId(),
  1197. ], UrlGeneratorInterface::ABSOLUTE_URL);
  1198. } else {
  1199. $ticketListURL = $router->generate('helpdesk_customer_ticket_collection', [
  1200. 'id' => $ticket->getId(),
  1201. ], UrlGeneratorInterface::ABSOLUTE_URL);
  1202. }
  1204. $variables['ticket.link'] = sprintf("<a href='%s'>#%s</a>", $ticketListURL, $ticket->getId());
  1206. return $variables;
  1207. }
  1209. public function paginateMembersTicketTypeCollection(Request $request)
  1210. {
  1211. // Get base query
  1212. $params = $request->query->all();
  1213. $ticketRepository = $this->entityManager->getRepository(CoreFrameworkEntity\Ticket::class);
  1214. $paginationQuery = $ticketRepository->prepareBasePaginationTicketTypesQuery($params);
  1216. // Apply Pagination
  1217. $paginationOptions = ['distinct' => true];
  1218. $pageNumber = !empty($params['page']) ? (int) $params['page'] : 1;
  1219. $itemsLimit = !empty($params['limit']) ? (int) $params['limit'] : $ticketRepository::DEFAULT_PAGINATION_LIMIT;
  1221. $pagination = $this->container->get('knp_paginator')->paginate($paginationQuery, $pageNumber, $itemsLimit, $paginationOptions);
  1223. // Process Pagination Response
  1224. $paginationParams = $pagination->getParams();
  1225. $paginationData = $pagination->getPaginationData();
  1227. $paginationParams['page'] = 'replacePage';
  1228. $paginationData['url'] = '#' . $this->container->get('uvdesk.service')->buildPaginationQuery($paginationParams);
  1230. return [
  1231. 'types' => array_map(function ($ticketType) {
  1232. return [
  1233. 'id' => $ticketType->getId(),
  1234. 'code' => strtoupper($ticketType->getCode()),
  1235. 'description' => $ticketType->getDescription(),
  1236. 'isActive' => $ticketType->getIsActive(),
  1237. ];
  1238. }, $pagination->getItems()),
  1239. 'pagination_data' => $paginationData,
  1240. ];
  1241. }
  1243. public function paginateMembersTagCollection(Request $request)
  1244. {
  1245. // Get base query
  1246. $params = $request->query->all();
  1247. $ticketRepository = $this->entityManager->getRepository(CoreFrameworkEntity\Ticket::class);
  1248. $baseQuery = $ticketRepository->prepareBasePaginationTagsQuery($params);
  1250. // Apply Pagination
  1251. $paginationResultsQuery = clone $baseQuery;
  1252. $paginationResultsQuery->select('COUNT(supportTag.id)');
  1253. $paginationQuery = $baseQuery->getQuery()->setHydrationMode(Query::HYDRATE_ARRAY)->setHint('knp_paginator.count', count($paginationResultsQuery->getQuery()->getResult()));
  1255. $paginationOptions = ['distinct' => true];
  1256. $pageNumber = !empty($params['page']) ? (int) $params['page'] : 1;
  1257. $itemsLimit = !empty($params['limit']) ? (int) $params['limit'] : $ticketRepository::DEFAULT_PAGINATION_LIMIT;
  1259. $pagination = $this->container->get('knp_paginator')->paginate($paginationQuery, $pageNumber, $itemsLimit, $paginationOptions);
  1261. // Process Pagination Response
  1262. $paginationParams = $pagination->getParams();
  1263. $paginationData = $pagination->getPaginationData();
  1265. $paginationParams['page'] = 'replacePage';
  1266. $paginationData['url'] = '#' . $this->container->get('uvdesk.service')->buildPaginationQuery($paginationParams);
  1268. if (in_array('UVDeskSupportCenterBundle', array_keys($this->container->getParameter('kernel.bundles')))) {
  1269. $articleRepository = $this->entityManager->getRepository(Article::class);
  1271. return [
  1272. 'tags' => array_map(function ($supportTag) use ($articleRepository) {
  1273. return [
  1274. 'id' => $supportTag['id'],
  1275. 'name' => $supportTag['name'],
  1276. 'ticketCount' => $supportTag['totalTickets'],
  1277. 'articleCount' => $articleRepository->getTotalArticlesBySupportTag($supportTag['id']),
  1278. ];
  1279. }, $pagination->getItems()),
  1280. 'pagination_data' => $paginationData,
  1281. ];
  1282. } else {
  1283. return [
  1284. 'tags' => array_map(function ($supportTag) {
  1285. return [
  1286. 'id' => $supportTag['id'],
  1287. 'name' => $supportTag['name'],
  1288. 'ticketCount' => $supportTag['totalTickets'],
  1289. ];
  1290. }, $pagination->getItems()),
  1291. 'pagination_data' => $paginationData,
  1292. ];
  1293. }
  1294. }
  1296. public function getTicketInitialThreadDetails(CoreFrameworkEntity\Ticket $ticket)
  1297. {
  1298. $initialThread = $this->entityManager->getRepository(CoreFrameworkEntity\Thread::class)->findOneBy([
  1299. 'ticket' => $ticket,
  1300. 'threadType' => 'create',
  1301. ]);
  1303. if (!empty($initialThread)) {
  1304. $author = $initialThread->getUser();
  1305. $authorInstance = 'agent' == $initialThread->getCreatedBy() ? $author->getAgentInstance() : $author->getCustomerInstance();
  1307. $threadDetails = [
  1308. 'id' => $initialThread->getId(),
  1309. 'source' => $initialThread->getSource(),
  1310. 'messageId' => $initialThread->getMessageId(),
  1311. 'threadType' => $initialThread->getThreadType(),
  1312. 'createdBy' => $initialThread->getCreatedBy(),
  1313. 'message' => html_entity_decode($initialThread->getMessage()),
  1314. 'attachments' => $initialThread->getAttachments(),
  1315. 'timestamp' => $initialThread->getCreatedAt()->getTimestamp(),
  1316. 'createdAt' => $initialThread->getCreatedAt()->format('d-m-Y h:ia'),
  1317. 'user' => $authorInstance->getPartialDetails(),
  1318. 'cc' => is_array($initialThread->getCc()) ? implode(', ', $initialThread->getCc()) : '',
  1319. ];
  1321. $attachments = $threadDetails['attachments']->getValues();
  1323. if (!empty($attachments)) {
  1324. $uvdeskFileSystemService = $this->container->get('uvdesk.core.file_system.service');
  1326. $threadDetails['attachments'] = array_map(function ($attachment) use ($uvdeskFileSystemService) {
  1327. return $uvdeskFileSystemService->getFileTypeAssociations($attachment);
  1328. }, $attachments);
  1329. }
  1330. }
  1332. return $threadDetails ?? null;
  1333. }
  1335. public function getCreateReply($ticketId, $firewall = 'member')
  1336. {
  1337. $qb = $this->entityManager->createQueryBuilder();
  1338. $qb->select("th,a,u.id as userId")->from(CoreFrameworkEntity\Thread::class, 'th')
  1339. ->leftJoin('th.ticket', 't')
  1340. ->leftJoin('th.attachments', 'a')
  1341. ->leftJoin('th.user', 'u')
  1342. ->andWhere('t.id = :ticketId')
  1343. ->andWhere('th.threadType = :threadType')
  1344. ->setParameter('threadType', 'create')
  1345. ->setParameter('ticketId', $ticketId)
  1346. ->orderBy('th.id', 'DESC')
  1347. ->getMaxResults(1);
  1349. $threadResponse = $qb->getQuery()->getArrayResult();
  1351. if ((!empty($threadResponse[0][0]))) {
  1352. $threadDetails = $threadResponse[0][0];
  1353. $userService = $this->container->get('user.service');
  1355. if ($threadDetails['createdBy'] == 'agent') {
  1356. $threadDetails['user'] = $userService->getAgentDetailById($threadResponse[0]['userId']);
  1357. } else {
  1358. $threadDetails['user'] = $userService->getCustomerPartialDetailById($threadResponse[0]['userId']);
  1359. }
  1361. $threadDetails['reply'] = html_entity_decode($threadDetails['message']);
  1362. $threadDetails['formatedCreatedAt'] = $this->timeZoneConverter($threadDetails['createdAt']);
  1363. $threadDetails['timestamp'] = $userService->convertToDatetimeTimezoneTimestamp($threadDetails['createdAt']);
  1365. if (!empty($threadDetails['attachments'])) {
  1366. $entityManager = $this->entityManager;
  1367. $uvdeskFileSystemService = $this->container->get('uvdesk.core.file_system.service');
  1369. $threadDetails['attachments'] = array_map(function ($attachment) use ($entityManager, $uvdeskFileSystemService, $firewall) {
  1370. $attachmentReferenceObject = $entityManager->getReference(CoreFrameworkEntity\Attachment::class, $attachment['id']);
  1371. return $uvdeskFileSystemService->getFileTypeAssociations($attachmentReferenceObject, $firewall);
  1372. }, $threadDetails['attachments']);
  1373. }
  1374. }
  1376. return $threadDetails ?? null;
  1377. }
  1379. public function hasAttachments($ticketId)
  1380. {
  1381. $qb = $this->entityManager->createQueryBuilder();
  1382. $qb->select("DISTINCT COUNT(a.id) as attachmentCount")->from(CoreFrameworkEntity\Thread::class, 'th')
  1383. ->leftJoin('th.ticket', 't')
  1384. ->leftJoin('th.attachments', 'a')
  1385. ->andWhere('t.id = :ticketId')
  1386. ->setParameter('ticketId', $ticketId);
  1388. return intval($qb->getQuery()->getSingleScalarResult());
  1389. }
  1391. public function getAgentDraftReply()
  1392. {
  1393. $signature = $this->getUser()->getAgentInstance()->getSignature();
  1395. return str_replace("\n", '<br/>', $signature);
  1396. }
  1398. public function trans($text)
  1399. {
  1400. return $this->container->get('translator')->trans($text);
  1401. }
  1403. public function getAllSources()
  1404. {
  1405. $sources = ['email' => 'Email', 'website' => 'Website'];
  1407. return $sources;
  1408. }
  1410. public function getCustomLabelDetails($container)
  1411. {
  1412. $currentUser = $container->get('user.service')->getCurrentUser();
  1414. $qb = $this->entityManager->createQueryBuilder();
  1415. $qb->select('COUNT(DISTINCT t) as ticketCount,sl.id')->from(CoreFrameworkEntity\Ticket::class, 't')
  1416. ->leftJoin('t.supportLabels', 'sl')
  1417. ->andWhere('sl.user = :userId')
  1418. ->setParameter('userId', $currentUser->getId())
  1419. ->groupBy('sl.id');
  1421. $ticketCountResult = $qb->getQuery()->getResult();
  1423. $data = array();
  1424. $qb = $this->entityManager->createQueryBuilder();
  1425. $qb->select('sl.id,sl.name,sl.colorCode')->from(CoreFrameworkEntity\SupportLabel::class, 'sl')
  1426. ->andWhere('sl.user = :userId')
  1427. ->setParameter('userId', $currentUser->getId());
  1429. $labels = $qb->getQuery()->getResult();
  1431. foreach ($labels as $key => $label) {
  1432. $labels[$key]['count'] = 0;
  1433. foreach ($ticketCountResult as $ticketCount) {
  1434. if (($label['id'] == $ticketCount['id']))
  1435. $labels[$key]['count'] = $ticketCount['ticketCount'] ?: 0;
  1436. }
  1437. }
  1439. return $labels;
  1440. }
  1442. public function getLabels($request = null)
  1443. {
  1444. static $labels;
  1445. if (null !== $labels)
  1446. return $labels;
  1448. $qb = $this->entityManager->createQueryBuilder();
  1449. $qb->select('sl')->from(CoreFrameworkEntity\SupportLabel::class, 'sl')
  1450. ->andWhere('sl.user = :userId')
  1451. ->setParameter('userId', $this->getUser()->getId());
  1453. if ($request) {
  1454. $qb->andWhere("sl.name LIKE :labelName");
  1455. $qb->setParameter('labelName', '%' . urldecode(trim($request->query->get('query'))) . '%');
  1456. }
  1458. return $labels = $qb->getQuery()->getArrayResult();
  1459. }
  1461. public function getTicketCollaborators($ticketId)
  1462. {
  1463. $qb = $this->entityManager->createQueryBuilder();
  1464. $qb->select("DISTINCT c.id, c.email, CONCAT(c.firstName,' ', c.lastName) AS name, userInstance.profileImagePath, userInstance.profileImagePath as smallThumbnail")->from(CoreFrameworkEntity\Ticket::class, 't')
  1465. ->leftJoin('t.collaborators', 'c')
  1466. ->leftJoin('c.userInstance', 'userInstance')
  1467. ->andWhere('t.id = :ticketId')
  1468. ->andWhere('userInstance.supportRole = :roles')
  1469. ->setParameter('ticketId', $ticketId)
  1470. ->setParameter('roles', 4)
  1471. ->orderBy('name', 'ASC');
  1473. return $qb->getQuery()->getArrayResult();
  1474. }
  1476. public function getTicketTagsById($ticketId)
  1477. {
  1478. $qb = $this->entityManager->createQueryBuilder();
  1479. $qb->select('tg')->from(CoreFrameworkEntity\Tag::class, 'tg')
  1480. ->leftJoin('tg.tickets', 't')
  1481. ->andWhere('t.id = :ticketId')
  1482. ->setParameter('ticketId', $ticketId);
  1484. return $qb->getQuery()->getArrayResult();
  1485. }
  1487. public function getTicketLabels($ticketId)
  1488. {
  1489. $qb = $this->entityManager->createQueryBuilder();
  1490. $qb->select('DISTINCT sl.id,sl.name,sl.colorCode')->from(CoreFrameworkEntity\Ticket::class, 't')
  1491. ->leftJoin('t.supportLabels', 'sl')
  1492. ->leftJoin('sl.user', 'slu')
  1493. ->andWhere('slu.id = :userId')
  1494. ->andWhere('t.id = :ticketId')
  1495. ->setParameter('userId', $this->getUser()->getId())
  1496. ->setParameter('ticketId', $ticketId);
  1498. $result = $qb->getQuery()->getResult();
  1500. return $result ? $result : [];
  1501. }
  1503. public function getUserLabels()
  1504. {
  1505. $qb = $this->entityManager->createQueryBuilder();
  1506. $qb->select('sl')->from(CoreFrameworkEntity\SupportLabel::class, 'sl')
  1507. ->leftJoin('sl.user', 'slu')
  1508. ->andWhere('slu.id = :userId')
  1509. ->setParameter('userId', $this->getUser()->getId());
  1511. $result = $qb->getQuery()->getResult();
  1513. return $result ? $result : [];
  1514. }
  1516. public function getTicketLabelsAll($ticketId)
  1517. {
  1518. $qb = $this->entityManager->createQueryBuilder();
  1519. $qb->select('DISTINCT sl.id,sl.name,sl.colorCode')->from(CoreFrameworkEntity\Ticket::class, 't')
  1520. ->leftJoin('t.supportLabels', 'sl')
  1521. ->andWhere('t.id = :ticketId')
  1522. ->setParameter('ticketId', $ticketId);
  1524. $result = $qb->getQuery()->getResult();
  1526. return $result ? $result : [];
  1527. }
  1529. public function getManualWorkflow()
  1530. {
  1531. $preparedResponseIds = [];
  1532. $groupIds = [];
  1533. $teamIds = [];
  1534. $userId = $this->container->get('user.service')->getCurrentUser()->getAgentInstance()->getId();
  1536. $preparedResponseRepo = $this->entityManager->getRepository(PreparedResponses::class)->findAll();
  1538. foreach ($preparedResponseRepo as $pr) {
  1539. if ($userId == $pr->getUser()->getId()) {
  1540. //Save the ids of the saved reply.
  1541. array_push($preparedResponseIds, (int)$pr->getId());
  1542. }
  1543. }
  1545. // Get the ids of the Group(s) the current user is associated with.
  1546. $query = "select * from uv_user_support_groups where userInstanceId =" . $userId;
  1547. $connection = $this->entityManager->getConnection();
  1548. $stmt = $connection->prepare($query);
  1549. $result = $stmt->executeQuery()->fetchAllAssociative();
  1551. foreach ($result as $row) {
  1552. array_push($groupIds, $row['supportGroupId']);
  1553. }
  1555. // Get all the saved reply's ids that is associated with the user's group(s).
  1556. $query = "select * from uv_prepared_response_support_groups";
  1557. $stmt = $connection->prepare($query);
  1558. $result = $stmt->executeQuery()->fetchAllAssociative();
  1560. foreach ($result as $row) {
  1561. if (in_array($row['group_id'], $groupIds)) {
  1562. array_push($preparedResponseIds, (int) $row['savedReply_id']);
  1563. }
  1564. }
  1566. // Get the ids of the Team(s) the current user is associated with.
  1567. $query = "select * from uv_user_support_teams";
  1568. $connection = $this->entityManager->getConnection();
  1569. $stmt = $connection->prepare($query);
  1570. $result = $stmt->executeQuery()->fetchAllAssociative();
  1572. foreach ($result as $row) {
  1573. if ($row['userInstanceId'] == $userId) {
  1574. array_push($teamIds, $row['supportTeamId']);
  1575. }
  1576. }
  1578. $query = "select * from uv_prepared_response_support_teams";
  1579. $stmt = $connection->prepare($query);
  1580. $result = $stmt->executeQuery()->fetchAllAssociative();
  1582. foreach ($result as $row) {
  1583. if (in_array($row['subgroup_id'], $teamIds)) {
  1584. array_push($preparedResponseIds, (int)$row['savedReply_id']);
  1585. }
  1586. }
  1588. $qb = $this->entityManager->createQueryBuilder();
  1589. $qb->select('DISTINCT mw')
  1590. ->from(PreparedResponses::class, 'mw')
  1591. ->where('mw.status = 1')
  1592. ->andWhere('mw.id IN (:ids)')
  1593. ->setParameter('ids', $preparedResponseIds);
  1595. return $qb->getQuery()->getResult();
  1596. }
  1598. public function getSavedReplies()
  1599. {
  1600. $savedReplyIds = [];
  1601. $groupIds = [];
  1602. $teamIds = [];
  1603. $userInstance = $this->container->get('user.service')->getCurrentUser()->getAgentInstance();
  1604. $userId = $userInstance->getId();
  1605. $currentRole = $userInstance->getSupportRole()->getCode();
  1607. $savedReplyRepo = $this->entityManager->getRepository(CoreFrameworkEntity\SavedReplies::class)->findAll();
  1609. if (in_array($currentRole, ['ROLE_SUPER_ADMIN', 'ROLE_ADMIN'])) {
  1610. return $savedReplyRepo;
  1611. }
  1613. foreach ($savedReplyRepo as $sr) {
  1614. if ($userId == $sr->getUser()->getId()) {
  1615. //Save the ids of the saved reply.
  1616. array_push($savedReplyIds, (int)$sr->getId());
  1617. }
  1618. }
  1620. // Get the ids of the Group(s) the current user is associated with.
  1621. $query = "select * from uv_user_support_groups where userInstanceId = :userId";
  1622. $connection = $this->entityManager->getConnection();
  1623. $stmt = $connection->prepare($query);
  1624. $result = $stmt->executeQuery(['userId' => $userId])->fetchAllAssociative();
  1626. foreach ($result as $row) {
  1627. array_push($groupIds, $row['supportGroupId']);
  1628. }
  1630. // Get all the saved reply's ids that is associated with the user's group(s).
  1631. $query = "select * from uv_saved_replies_groups";
  1632. $stmt = $connection->prepare($query);
  1633. $result = $stmt->executeQuery()->fetchAllAssociative();
  1635. foreach ($result as $row) {
  1636. if (in_array($row['group_id'], $groupIds)) {
  1637. array_push($savedReplyIds, (int) $row['savedReply_id']);
  1638. }
  1639. }
  1641. // Get the ids of the Team(s) the current user is associated with.
  1642. $query = "select * from uv_user_support_teams";
  1643. $connection = $this->entityManager->getConnection();
  1644. $stmt = $connection->prepare($query);
  1645. $result = $stmt->executeQuery()->fetchAllAssociative();
  1647. foreach ($result as $row) {
  1648. if ($row['userInstanceId'] == $userId) {
  1649. array_push($teamIds, $row['supportTeamId']);
  1650. }
  1651. }
  1653. $query = "select * from uv_saved_replies_teams";
  1654. $stmt = $connection->prepare($query);
  1655. $result = $stmt->executeQuery()->fetchAllAssociative();
  1657. foreach ($result as $row) {
  1658. if (in_array($row['subgroup_id'], $teamIds)) {
  1659. array_push($savedReplyIds, (int)$row['savedReply_id']);
  1660. }
  1661. }
  1663. $qb = $this->entityManager->createQueryBuilder();
  1664. $qb->select('DISTINCT sr')
  1665. ->from(CoreFrameworkEntity\SavedReplies::class, 'sr')
  1666. ->Where('sr.id IN (:ids)')
  1667. ->setParameter('ids', $savedReplyIds);
  1669. return $qb->getQuery()->getResult();
  1670. }
  1672. public function getPriorities()
  1673. {
  1674. static $priorities;
  1675. if (null !== $priorities)
  1676. return $priorities;
  1678. $qb = $this->entityManager->createQueryBuilder();
  1679. $qb->select('tp')->from(CoreFrameworkEntity\TicketPriority::class, 'tp');
  1681. return $priorities = $qb->getQuery()->getArrayResult();
  1682. }
  1684. public function getTicketLastThread($ticketId)
  1685. {
  1686. $qb = $this->entityManager->createQueryBuilder();
  1687. $qb->select("th")->from(CoreFrameworkEntity\Thread::class, 'th')
  1688. ->leftJoin('th.ticket', 't')
  1689. ->andWhere('t.id = :ticketId')
  1690. ->setParameter('ticketId', $ticketId)
  1691. ->orderBy('th.id', 'DESC');
  1693. return $qb->getQuery()->setMaxResults(1)->getSingleResult();
  1694. }
  1696. public function getlastReplyAgentName($ticketId)
  1697. {
  1698. $qb = $this->entityManager->createQueryBuilder();
  1699. $qb->select("u.id,CONCAT(u.firstName,' ', u.lastName) AS name,u.firstName")->from(CoreFrameworkEntity\Thread::class, 'th')
  1700. ->leftJoin('th.ticket', 't')
  1701. ->leftJoin('th.user', 'u')
  1702. ->leftJoin('u.userInstance', 'userInstance')
  1703. ->andWhere('userInstance.supportRole != :roles')
  1704. ->andWhere('t.id = :ticketId')
  1705. ->andWhere('th.threadType = :threadType')
  1706. ->setParameter('threadType', 'reply')
  1707. ->andWhere('th.createdBy = :createdBy')
  1708. ->setParameter('createdBy', 'agent')
  1709. ->setParameter('ticketId', $ticketId)
  1710. ->setParameter('roles', 4)
  1711. ->orderBy('th.id', 'DESC');
  1713. $result = $qb->getQuery()->setMaxResults(1)->getResult();
  1715. return $result ? $result[0] : null;
  1716. }
  1718. public function getLastReply($ticketId, $userType = null)
  1719. {
  1720. $queryBuilder = $this->entityManager->createQueryBuilder();
  1721. $queryBuilder->select("th, a, u.id as userId")
  1722. ->from(CoreFrameworkEntity\Thread::class, 'th')
  1723. ->leftJoin('th.ticket', 't')
  1724. ->leftJoin('th.attachments', 'a')
  1725. ->leftJoin('th.user', 'u')
  1726. ->andWhere('t.id = :ticketId')
  1727. ->andWhere('th.threadType = :threadType')
  1728. ->setParameter('threadType', 'reply')
  1729. ->setParameter('ticketId', $ticketId)
  1730. ->orderBy('th.id', 'DESC')
  1731. ->getMaxResults(1);
  1733. if (!empty($userType)) {
  1734. $queryBuilder->andWhere('th.createdBy = :createdBy')->setParameter('createdBy', $userType);
  1735. }
  1737. $threadResponse = $queryBuilder->getQuery()->getArrayResult();
  1739. if (!empty($threadResponse[0][0])) {
  1740. $threadDetails = $threadResponse[0][0];
  1741. $userService = $this->container->get('user.service');
  1743. if ($threadDetails['createdBy'] == 'agent') {
  1744. $threadDetails['user'] = $userService->getAgentDetailById($threadResponse[0]['userId']);
  1745. } else {
  1746. $threadDetails['user'] = $userService->getCustomerPartialDetailById($threadResponse[0]['userId']);
  1747. }
  1749. $threadDetails['reply'] = html_entity_decode($threadDetails['message']);
  1750. $threadDetails['formatedCreatedAt'] = $this->timeZoneConverter($threadDetails['createdAt']);
  1751. $threadDetails['timestamp'] = $userService->convertToDatetimeTimezoneTimestamp($threadDetails['createdAt']);
  1753. if (!empty($threadDetails['attachments'])) {
  1754. $entityManager = $this->entityManager;
  1755. $uvdeskFileSystemService = $this->container->get('uvdesk.core.file_system.service');
  1757. $threadDetails['attachments'] = array_map(function ($attachment) use ($entityManager, $uvdeskFileSystemService) {
  1758. $attachmentReferenceObject = $this->entityManager->getReference(CoreFrameworkEntity\Attachment::class, $attachment['id']);
  1759. return $uvdeskFileSystemService->getFileTypeAssociations($attachmentReferenceObject);
  1760. }, $threadDetails['attachments']);
  1761. }
  1762. }
  1764. return $threadDetails ?? null;
  1765. }
  1767. public function getSavedReplyContent($savedReplyId, $ticketId)
  1768. {
  1769. $ticket = $this->entityManager->getRepository(CoreFrameworkEntity\Ticket::class)->find($ticketId);
  1770. $savedReply = $this->entityManager->getRepository(CoreFrameworkEntity\SavedReplies::class)->findOneById($savedReplyId);
  1771. $savedReplyGroups = $savedReply->getSupportGroups()->toArray();
  1772. $savedReplyTeams = $savedReply->getSupportTeams()->toArray();
  1774. $savedReplyGroups = array_map(function ($group) {
  1775. return $group->getId();
  1776. }, $savedReplyGroups);
  1778. $savedReplyTeams = array_map(function ($team) {
  1779. return $team->getId();
  1780. }, $savedReplyTeams);
  1782. $userInstance = $this->container->get('user.service')->getCurrentUser()->getAgentInstance();
  1783. $currentUserRole = $userInstance->getSupportRole()->getCode();
  1785. // Check if the user belongs to any of the groups or teams associated with the saved reply
  1786. $userGroups = $userInstance->getSupportGroups()->toArray();
  1787. $userTeams = $userInstance->getSupportTeams()->toArray();
  1789. $groupIds = array_map(function ($group) {
  1790. return $group->getId();
  1791. }, $userGroups);
  1793. $teamIds = array_map(function ($team) {
  1794. return $team->getId();
  1795. }, $userTeams);
  1797. if (!array_intersect($groupIds, $savedReplyGroups) && !array_intersect($teamIds, $savedReplyTeams) && (!in_array($currentUserRole, ['ROLE_ADMIN', 'ROLE_SUPER_ADMIN']))) {
  1798. throw new \Exception('You are not allowed to apply this saved reply.');
  1799. }
  1801. $emailPlaceholders = $this->getSavedReplyPlaceholderValues($ticket, 'customer');
  1803. return $this->container->get('email.service')->processEmailContent($savedReply->getMessage(), $emailPlaceholders, true);
  1804. }
  1806. public function getSavedReplyPlaceholderValues($ticket, $type = "customer")
  1807. {
  1808. $variables = array();
  1809. $variables['ticket.id'] = $ticket->getId();
  1810. $variables['ticket.subject'] = $ticket->getSubject();
  1812. $variables['ticket.status'] = $ticket->getStatus()->getCode();
  1813. $variables['ticket.priority'] = $ticket->getPriority()->getCode();
  1814. if ($ticket->getSupportGroup())
  1815. $variables['ticket.group'] = $ticket->getSupportGroup()->getName();
  1816. else
  1817. $variables['ticket.group'] = '';
  1819. $variables['ticket.team'] = ($ticket->getSupportTeam() ? $ticket->getSupportTeam()->getName() : '');
  1821. $customer = $this->container->get('user.service')->getCustomerPartialDetailById($ticket->getCustomer()->getId());
  1822. $variables['ticket.customerName'] = $customer['name'];
  1823. $variables['ticket.customerEmail'] = $customer['email'];
  1824. $userService = $this->container->get('user.service');
  1826. $variables['ticket.agentName'] = '';
  1827. $variables['ticket.agentEmail'] = '';
  1828. if ($ticket->getAgent()) {
  1829. $agent = $this->container->get('user.service')->getAgentDetailById($ticket->getAgent()->getId());
  1830. if ($agent) {
  1831. $variables['ticket.agentName'] = $agent['name'];
  1832. $variables['ticket.agentEmail'] = $agent['email'];
  1833. }
  1834. }
  1836. $router = $this->container->get('router');
  1838. if ($type == 'customer') {
  1839. $ticketListURL = $router->generate('helpdesk_customer_ticket_collection', [
  1840. 'id' => $ticket->getId(),
  1841. ], UrlGeneratorInterface::ABSOLUTE_URL);
  1842. } else {
  1843. $ticketListURL = $router->generate('helpdesk_member_ticket_collection', [
  1844. 'id' => $ticket->getId(),
  1845. ], UrlGeneratorInterface::ABSOLUTE_URL);
  1846. }
  1848. $variables['ticket.link'] = sprintf("<a href='%s'>#%s</a>", $ticketListURL, $ticket->getId());
  1850. return $variables;
  1851. }
  1853. public function isEmailBlocked($email, $website)
  1854. {
  1855. $flag = false;
  1856. $email = strtolower($email);
  1857. $knowledgeBaseWebsite = $this->entityManager->getRepository(KnowledgebaseWebsite::class)->findOneBy(['website' => $website->getId(), 'isActive' => 1]);
  1858. $list = $this->container->get('user.service')->getWebsiteSpamDetails($knowledgeBaseWebsite);
  1860. // Blacklist
  1861. if (!empty($list['blackList']['email']) && in_array($email, $list['blackList']['email'])) {
  1862. // Emails
  1863. $flag = true;
  1864. } elseif (!empty($list['blackList']['domain'])) {
  1865. // Domains
  1866. foreach ($list['blackList']['domain'] as $domain) {
  1867. if (strpos($email, $domain)) {
  1868. $flag = true;
  1869. break;
  1870. }
  1871. }
  1872. }
  1874. // Whitelist
  1875. if ($flag) {
  1876. if (isset($email, $list['whiteList']['email']) && in_array($email, $list['whiteList']['email'])) {
  1877. // Emails
  1878. return false;
  1879. } elseif (isset($list['whiteList']['domain'])) {
  1880. // Domains
  1881. foreach ($list['whiteList']['domain'] as $domain) {
  1882. if (strpos($email, $domain)) {
  1883. $flag = false;
  1884. }
  1885. }
  1886. }
  1887. }
  1889. return $flag;
  1890. }
  1892. public function timeZoneConverter($dateFlag)
  1893. {
  1894. $website = $this->entityManager->getRepository(CoreFrameworkEntity\Website::class)->findOneBy(['code' => 'Knowledgebase']);
  1895. $timeZone = $website->getTimezone();
  1896. $timeFormat = $website->getTimeformat();
  1898. $activeUser = $this->container->get('user.service')->getSessionUser();
  1899. $agentTimeZone = !empty($activeUser) ? $activeUser->getTimezone() : null;
  1900. $agentTimeFormat = !empty($activeUser) ? $activeUser->getTimeformat() : null;
  1902. $parameterType = gettype($dateFlag);
  1903. if ($parameterType == 'string') {
  1904. if (is_null($agentTimeZone) && is_null($agentTimeFormat)) {
  1905. if (is_null($timeZone) && is_null($timeFormat)) {
  1906. $datePattern = date_create($dateFlag);
  1908. return date_format($datePattern, 'd-m-Y h:ia');
  1909. } else {
  1910. $dateFlag = new \DateTime($dateFlag);
  1911. $datePattern = $dateFlag->setTimezone(new \DateTimeZone($timeZone));
  1913. return date_format($datePattern, $timeFormat);
  1914. }
  1915. } else {
  1916. $dateFlag = new \DateTime($dateFlag);
  1917. $datePattern = $dateFlag->setTimezone(new \DateTimeZone($agentTimeZone));
  1919. return date_format($datePattern, $agentTimeFormat);
  1920. }
  1921. } else {
  1922. if (is_null($agentTimeZone) && is_null($agentTimeFormat)) {
  1923. if (is_null($timeZone) && is_null($timeFormat)) {
  1924. return date_format($dateFlag, 'd-m-Y h:ia');
  1925. } else {
  1926. $datePattern = $dateFlag->setTimezone(new \DateTimeZone($timeZone));
  1927. return date_format($datePattern, $timeFormat);
  1928. }
  1929. } else {
  1930. $datePattern = $dateFlag->setTimezone(new \DateTimeZone($agentTimeZone));
  1932. return date_format($datePattern, $agentTimeFormat);
  1933. }
  1934. }
  1935. }
  1937. public function fomatTimeByPreference($dbTime, $timeZone, $timeFormat, $agentTimeZone, $agentTimeFormat)
  1938. {
  1939. if (is_null($agentTimeZone) && is_null($agentTimeFormat)) {
  1940. if (is_null($timeZone) && is_null($timeFormat)) {
  1941. $dateTimeZone = $dbTime;
  1942. $timeFormatString = 'd-m-Y h:ia';
  1943. } else {
  1944. $dateTimeZone = $dbTime->setTimezone(new \DateTimeZone($timeZone));
  1945. $timeFormatString = $timeFormat;
  1946. }
  1947. } else {
  1948. $dateTimeZone = $dbTime->setTimezone(new \DateTimeZone($agentTimeZone));
  1949. $timeFormatString = $agentTimeFormat;
  1950. }
  1952. $time['dateTimeZone'] = $dateTimeZone;
  1953. $time['timeFormatString'] = $timeFormatString;
  1955. return $time;
  1956. }
  1958. public function isTicketAccessGranted(CoreFrameworkEntity\Ticket $ticket, CoreFrameworkEntity\User $user = null, $firewall = 'members')
  1959. {
  1960. // @TODO: Take current firewall into consideration (access check on behalf of agent/customer)
  1961. if (empty($user)) {
  1962. $user = $this->container->get('user.service')->getSessionUser();
  1963. }
  1965. if (empty($user)) {
  1966. return false;
  1967. } else {
  1968. $agentInstance = $user->getAgentInstance();
  1970. if (empty($agentInstance)) {
  1971. return false;
  1972. }
  1973. }
  1975. if ($agentInstance->getSupportRole()->getId() == 3 && in_array($agentInstance->getTicketAccessLevel(), [2, 3, 4])) {
  1976. $accessLevel = $agentInstance->getTicketAccessLevel();
  1978. // Check if user has been given inidividual access
  1979. if ($ticket->getAgent() != null && $ticket->getAgent()->getId() == $user->getId()) {
  1980. return true;
  1981. }
  1983. if ($accessLevel == 2 || $accessLevel == 3) {
  1984. // Check if user belongs to a support team assigned to ticket
  1985. $teamReferenceIds = array_map(function ($team) {
  1986. return $team->getId();
  1987. }, $agentInstance->getSupportTeams()->toArray());
  1989. if ($ticket->getSupportTeam() != null && in_array($ticket->getSupportTeam()->getId(), $teamReferenceIds)) {
  1990. return true;
  1991. } else if ($accessLevel == 2) {
  1992. // Check if user belongs to a support group assigned to ticket
  1993. $groupReferenceIds = array_map(function ($group) {
  1994. return $group->getId();
  1995. }, $agentInstance->getSupportGroups()->toArray());
  1997. if ($ticket->getSupportGroup() != null && in_array($ticket->getSupportGroup()->getId(), $groupReferenceIds)) {
  1998. return true;
  1999. }
  2000. }
  2001. }
  2003. return false;
  2004. }
  2006. return true;
  2007. }
  2009. public function addTicketCustomFields($thread, $submittedCustomFields = [], $uploadedFilesCollection = [])
  2010. {
  2011. $customFieldsService = null;
  2012. $customFieldsEntityReference = null;
  2014. if ($this->userService->isFileExists('apps/uvdesk/custom-fields')) {
  2015. $customFieldsService = $this->container->get('uvdesk_package_custom_fields.service');
  2016. $customFieldsEntityReference = UVDeskCommunityPackages\CustomFields\Entity\CustomFields::class;
  2017. $customFieldValuesEntityReference = UVDeskCommunityPackages\CustomFields\Entity\CustomFieldsValues::class;
  2018. $ticketCustomFieldValuesEntityReference = UVDeskCommunityPackages\CustomFields\Entity\TicketCustomFieldsValues::class;
  2019. } else if ($this->userService->isFileExists('apps/uvdesk/form-component')) {
  2020. $customFieldsService = $this->container->get('uvdesk_package_form_component.service');
  2021. $customFieldsEntityReference = UVDeskCommunityPackages\FormComponent\Entity\CustomFields::class;
  2022. $customFieldValuesEntityReference = UVDeskCommunityPackages\FormComponent\Entity\CustomFieldsValues::class;
  2023. $ticketCustomFieldValuesEntityReference = UVDeskCommunityPackages\FormComponent\Entity\TicketCustomFieldsValues::class;
  2024. } else {
  2025. return;
  2026. }
  2028. $ticket = $thread->getTicket();
  2029. $customFieldsCollection = $this->entityManager->getRepository($customFieldsEntityReference)->findAll();
  2030. $customFieldValuesEntityRepository = $this->entityManager->getRepository($customFieldValuesEntityReference);
  2032. foreach ($customFieldsCollection as $customFields) {
  2033. if (in_array($customFields->getFieldType(), ['select', 'checkbox', 'radio']) && !count($customFields->getCustomFieldValues())) {
  2034. continue;
  2035. }
  2037. if (
  2038. !empty($submittedCustomFields)
  2039. && $customFields->getFieldType() != 'file'
  2040. && isset($submittedCustomFields[$customFields->getId()])
  2041. ) {
  2042. // Check if custom field dependency criterias are fullfilled
  2043. if (
  2044. count($customFields->getCustomFieldsDependency())
  2045. && !in_array($ticket->getType(), $customFields->getCustomFieldsDependency()->toArray())
  2046. ) {
  2047. continue;
  2048. }
  2050. // Save ticket custom fields
  2051. $ticketCustomField = new $ticketCustomFieldValuesEntityReference();
  2052. $ticketCustomField
  2053. ->setTicket($ticket)
  2054. ->setTicketCustomFieldsValues($customFields)
  2055. ->setValue(json_encode($submittedCustomFields[$customFields->getId()]))
  2056. ;
  2058. if (in_array($customFields->getFieldType(), ['select', 'checkbox', 'radio'])) {
  2059. // Add custom field values mapping too
  2060. if (is_array($submittedCustomFields[$customFields->getId()])) {
  2061. foreach ($submittedCustomFields[$customFields->getId()] as $value) {
  2062. $ticketCustomFieldValues = $customFieldValuesEntityRepository->findOneBy([
  2063. 'id' => $value,
  2064. 'customFields' => $customFields,
  2065. ]);
  2067. if (!empty($ticketCustomFieldValues)) {
  2068. $ticketCustomField
  2069. ->setTicketCustomFieldValueValues($ticketCustomFieldValues);
  2070. }
  2071. }
  2072. } else {
  2073. $ticketCustomFieldValues = $customFieldValuesEntityRepository->findOneBy([
  2074. 'id' => $submittedCustomFields[$customFields->getId()],
  2075. 'customFields' => $customFields,
  2076. ]);
  2078. if (!empty($ticketCustomFieldValues)) {
  2079. $ticketCustomField
  2080. ->setTicketCustomFieldValueValues($ticketCustomFieldValues);
  2081. }
  2082. }
  2083. }
  2085. $this->entityManager->persist($ticketCustomField);
  2086. $this->entityManager->flush();
  2087. } else if (
  2088. !empty($uploadedFilesCollection)
  2089. && isset($uploadedFilesCollection[$customFields->getId()])
  2090. ) {
  2091. // Upload files
  2092. $path = '/custom-fields/ticket/' . $ticket->getId() . '/';
  2093. $fileNames = $this->fileUploadService->uploadFile($uploadedFilesCollection[$customFields->getid()], $path, true);
  2095. if (!empty($fileNames)) {
  2096. // Save files entry to attachment table
  2097. try {
  2098. $newFilesNames = $customFieldsService->addFilesEntryToAttachmentTable([$fileNames], $thread);
  2100. foreach ($newFilesNames as $value) {
  2101. // Save ticket custom fields
  2102. $ticketCustomField = new $ticketCustomFieldValuesEntityReference();
  2103. $ticketCustomField
  2104. ->setTicket($ticket)
  2105. ->setTicketCustomFieldsValues($customFields)
  2106. ->setValue(json_encode([
  2107. 'name' => $value['name'],
  2108. 'path' => $value['path'],
  2109. 'id' => $value['id'],
  2110. ]))
  2111. ;
  2113. $this->entityManager->persist($ticketCustomField);
  2114. $this->entityManager->flush();
  2115. }
  2116. } catch (\Exception $e) {
  2117. // @TODO: Log execption message
  2118. }
  2119. }
  2120. }
  2121. }
  2122. }
  2124. // return attachemnt for initial thread
  2125. public function getInitialThread($ticketId)
  2126. {
  2127. $firstThread = null;
  2128. $intialThread = $this->entityManager->getRepository(CoreFrameworkEntity\Thread::class)->findBy(['ticket' => $ticketId]);
  2130. foreach ($intialThread as $key => $value) {
  2131. if ($value->getThreadType() == "create") {
  2132. $firstThread = $value;
  2133. }
  2134. }
  2136. return $firstThread;
  2137. }
  2139. public function getTicketConditions()
  2140. {
  2141. $conditions = array(
  2142. 'ticket' => [
  2143. ('mail') => array(
  2144. [
  2145. 'lable' => ('from_mail'),
  2146. 'value' => 'from_mail',
  2147. 'match' => 'email'
  2148. ],
  2149. [
  2150. 'lable' => ('to_mail'),
  2151. 'value' => 'to_mail',
  2152. 'match' => 'email'
  2153. ],
  2154. ),
  2155. ('API') => array(
  2156. [
  2157. 'lable' => ('Domain'),
  2158. 'value' => 'domain',
  2159. 'match' => 'api'
  2160. ],
  2161. [
  2162. 'lable' => ('Locale'),
  2163. 'value' => 'locale',
  2164. 'match' => 'api'
  2165. ],
  2166. ),
  2167. ('ticket') => array(
  2168. [
  2169. 'lable' => ('subject'),
  2170. 'value' => 'subject',
  2171. 'match' => 'string'
  2172. ],
  2173. [
  2174. 'lable' => ('description'),
  2175. 'value' => 'description',
  2176. 'match' => 'string'
  2177. ],
  2178. [
  2179. 'lable' => ('subject_or_description'),
  2180. 'value' => 'subject_or_description',
  2181. 'match' => 'string'
  2182. ],
  2183. [
  2184. 'lable' => ('priority'),
  2185. 'value' => 'priority',
  2186. 'match' => 'select'
  2187. ],
  2188. [
  2189. 'lable' => ('type'),
  2190. 'value' => 'type',
  2191. 'match' => 'select'
  2192. ],
  2193. [
  2194. 'lable' => ('status'),
  2195. 'value' => 'status',
  2196. 'match' => 'select'
  2197. ],
  2198. [
  2199. 'lable' => ('source'),
  2200. 'value' => 'source',
  2201. 'match' => 'select'
  2202. ],
  2203. [
  2204. 'lable' => ('created'),
  2205. 'value' => 'created',
  2206. 'match' => 'date'
  2207. ],
  2208. [
  2209. 'lable' => ('agent'),
  2210. 'value' => 'agent',
  2211. 'match' => 'select'
  2212. ],
  2213. [
  2214. 'lable' => ('group'),
  2215. 'value' => 'group',
  2216. 'match' => 'select'
  2217. ],
  2218. [
  2219. 'lable' => ('team'),
  2220. 'value' => 'team',
  2221. 'match' => 'select'
  2222. ],
  2223. ),
  2224. ('customer') => array(
  2225. [
  2226. 'lable' => ('customer_name'),
  2227. 'value' => 'customer_name',
  2228. 'match' => 'string'
  2229. ],
  2230. [
  2231. 'lable' => ('customer_email'),
  2232. 'value' => 'customer_email',
  2233. 'match' => 'email'
  2234. ],
  2235. ),
  2236. ],
  2237. 'task' => [
  2238. ('task') => array(
  2239. [
  2240. 'lable' => ('subject'),
  2241. 'value' => 'subject',
  2242. 'match' => 'string'
  2243. ],
  2244. [
  2245. 'lable' => ('description'),
  2246. 'value' => 'description',
  2247. 'match' => 'string'
  2248. ],
  2249. [
  2250. 'lable' => ('subject_or_description'),
  2251. 'value' => 'subject_or_description',
  2252. 'match' => 'string'
  2253. ],
  2254. [
  2255. 'lable' => ('priority'),
  2256. 'value' => 'priority',
  2257. 'match' => 'select'
  2258. ],
  2259. [
  2260. 'lable' => ('stage'),
  2261. 'value' => 'stage',
  2262. 'match' => 'select'
  2263. ],
  2264. [
  2265. 'lable' => ('created'),
  2266. 'value' => 'created',
  2267. 'match' => 'date'
  2268. ],
  2269. [
  2270. 'lable' => ('agent_name'),
  2271. 'value' => 'agent_name',
  2272. 'match' => 'select'
  2273. ],
  2274. [
  2275. 'lable' => ('agent_email'),
  2276. 'value' => 'agent_email',
  2277. 'match' => 'select'
  2278. ],
  2279. ),
  2280. ]
  2281. );
  2284. return $conditions;
  2285. }
  2287. public function getAgentMatchConditions()
  2288. {
  2289. return [
  2290. 'email' => array(
  2291. [
  2292. 'lable' => ('is'),
  2293. 'value' => 'is'
  2294. ],
  2295. [
  2296. 'lable' => ('isNot'),
  2297. 'value' => 'isNot'
  2298. ],
  2299. [
  2300. 'lable' => ('contains'),
  2301. 'value' => 'contains'
  2302. ],
  2303. [
  2304. 'lable' => ('notContains'),
  2305. 'value' => 'notContains'
  2306. ],
  2307. ),
  2308. 'api' => array(
  2309. [
  2310. 'lable' => ('is'),
  2311. 'value' => 'is'
  2312. ],
  2313. [
  2314. 'lable' => ('contains'),
  2315. 'value' => 'contains'
  2316. ],
  2317. ),
  2318. 'string' => array(
  2319. [
  2320. 'lable' => ('is'),
  2321. 'value' => 'is'
  2322. ],
  2323. [
  2324. 'lable' => ('isNot'),
  2325. 'value' => 'isNot'
  2326. ],
  2327. [
  2328. 'lable' => ('contains'),
  2329. 'value' => 'contains'
  2330. ],
  2331. [
  2332. 'lable' => ('notContains'),
  2333. 'value' => 'notContains'
  2334. ],
  2335. [
  2336. 'lable' => ('startWith'),
  2337. 'value' => 'startWith'
  2338. ],
  2339. [
  2340. 'lable' => ('endWith'),
  2341. 'value' => 'endWith'
  2342. ],
  2343. ),
  2344. 'select' => array(
  2345. [
  2346. 'lable' => ('is'),
  2347. 'value' => 'is'
  2348. ],
  2349. ),
  2350. 'date' => array(
  2351. [
  2352. 'lable' => ('before'),
  2353. 'value' => 'before'
  2354. ],
  2355. [
  2356. 'lable' => ('beforeOn'),
  2357. 'value' => 'beforeOn'
  2358. ],
  2359. [
  2360. 'lable' => ('after'),
  2361. 'value' => 'after'
  2362. ],
  2363. [
  2364. 'lable' => ('afterOn'),
  2365. 'value' => 'afterOn'
  2366. ],
  2367. ),
  2368. 'datetime' => array(
  2369. [
  2370. 'lable' => ('before'),
  2371. 'value' => 'beforeDateTime'
  2372. ],
  2373. [
  2374. 'lable' => ('beforeOn'),
  2375. 'value' => 'beforeDateTimeOn'
  2376. ],
  2377. [
  2378. 'lable' => ('after'),
  2379. 'value' => 'afterDateTime'
  2380. ],
  2381. [
  2382. 'lable' => ('afterOn'),
  2383. 'value' => 'afterDateTimeOn'
  2384. ],
  2385. ),
  2386. 'time' => array(
  2387. [
  2388. 'lable' => ('before'),
  2389. 'value' => 'beforeTime'
  2390. ],
  2391. [
  2392. 'lable' => ('beforeOn'),
  2393. 'value' => 'beforeTimeOn'
  2394. ],
  2395. [
  2396. 'lable' => ('after'),
  2397. 'value' => 'afterTime'
  2398. ],
  2399. [
  2400. 'lable' => ('afterOn'),
  2401. 'value' => 'afterTimeOn'
  2402. ],
  2403. ),
  2404. 'number' => array(
  2405. [
  2406. 'lable' => ('is'),
  2407. 'value' => 'is'
  2408. ],
  2409. [
  2410. 'lable' => ('isNot'),
  2411. 'value' => 'isNot'
  2412. ],
  2413. [
  2414. 'lable' => ('contains'),
  2415. 'value' => 'contains'
  2416. ],
  2417. [
  2418. 'lable' => ('greaterThan'),
  2419. 'value' => 'greaterThan'
  2420. ],
  2421. [
  2422. 'lable' => ('lessThan'),
  2423. 'value' => 'lessThan'
  2424. ],
  2425. ),
  2426. ];
  2427. }
  2429. public function getTicketMatchConditions()
  2430. {
  2431. return [
  2432. 'email' => array(
  2433. [
  2434. 'lable' => ('is'),
  2435. 'value' => 'is'
  2436. ],
  2437. [
  2438. 'lable' => ('isNot'),
  2439. 'value' => 'isNot'
  2440. ],
  2441. [
  2442. 'lable' => ('contains'),
  2443. 'value' => 'contains'
  2444. ],
  2445. [
  2446. 'lable' => ('notContains'),
  2447. 'value' => 'notContains'
  2448. ],
  2449. ),
  2450. 'api' => array(
  2451. [
  2452. 'lable' => ('is'),
  2453. 'value' => 'is'
  2454. ],
  2455. [
  2456. 'lable' => ('contains'),
  2457. 'value' => 'contains'
  2458. ],
  2459. ),
  2460. 'string' => array(
  2461. [
  2462. 'lable' => ('is'),
  2463. 'value' => 'is'
  2464. ],
  2465. [
  2466. 'lable' => ('isNot'),
  2467. 'value' => 'isNot'
  2468. ],
  2469. [
  2470. 'lable' => ('contains'),
  2471. 'value' => 'contains'
  2472. ],
  2473. [
  2474. 'lable' => ('notContains'),
  2475. 'value' => 'notContains'
  2476. ],
  2477. [
  2478. 'lable' => ('startWith'),
  2479. 'value' => 'startWith'
  2480. ],
  2481. [
  2482. 'lable' => ('endWith'),
  2483. 'value' => 'endWith'
  2484. ],
  2485. ),
  2486. 'select' => array(
  2487. [
  2488. 'lable' => ('is'),
  2489. 'value' => 'is'
  2490. ],
  2491. [
  2492. 'lable' => ('isNot'),
  2493. 'value' => 'isNot'
  2494. ],
  2495. ),
  2496. 'date' => array(
  2497. [
  2498. 'lable' => ('before'),
  2499. 'value' => 'before'
  2500. ],
  2501. [
  2502. 'lable' => ('beforeOn'),
  2503. 'value' => 'beforeOn'
  2504. ],
  2505. [
  2506. 'lable' => ('after'),
  2507. 'value' => 'after'
  2508. ],
  2509. [
  2510. 'lable' => ('afterOn'),
  2511. 'value' => 'afterOn'
  2512. ],
  2513. ),
  2514. 'datetime' => array(
  2515. [
  2516. 'lable' => ('before'),
  2517. 'value' => 'beforeDateTime'
  2518. ],
  2519. [
  2520. 'lable' => ('beforeOn'),
  2521. 'value' => 'beforeDateTimeOn'
  2522. ],
  2523. [
  2524. 'lable' => ('after'),
  2525. 'value' => 'afterDateTime'
  2526. ],
  2527. [
  2528. 'lable' => ('afterOn'),
  2529. 'value' => 'afterDateTimeOn'
  2530. ],
  2531. ),
  2532. 'time' => array(
  2533. [
  2534. 'lable' => ('before'),
  2535. 'value' => 'beforeTime'
  2536. ],
  2537. [
  2538. 'lable' => ('beforeOn'),
  2539. 'value' => 'beforeTimeOn'
  2540. ],
  2541. [
  2542. 'lable' => ('after'),
  2543. 'value' => 'afterTime'
  2544. ],
  2545. [
  2546. 'lable' => ('afterOn'),
  2547. 'value' => 'afterTimeOn'
  2548. ],
  2549. ),
  2550. 'number' => array(
  2551. [
  2552. 'lable' => ('is'),
  2553. 'value' => 'is'
  2554. ],
  2555. [
  2556. 'lable' => ('isNot'),
  2557. 'value' => 'isNot'
  2558. ],
  2559. [
  2560. 'lable' => ('contains'),
  2561. 'value' => 'contains'
  2562. ],
  2563. [
  2564. 'lable' => ('greaterThan'),
  2565. 'value' => 'greaterThan'
  2566. ],
  2567. [
  2568. 'lable' => ('lessThan'),
  2569. 'value' => 'lessThan'
  2570. ],
  2571. ),
  2572. ];
  2573. }
  2575. public function getTargetAction()
  2576. {
  2577. return [
  2578. '4' => ['response' => ['time' => '2', 'unit' => 'hours'], 'resolve' => ['time' => '8', 'unit' => 'hours'], 'operational' => 'calendarHours', 'isActive' => 'on'],
  2579. '3' => ['response' => ['time' => '4', 'unit' => 'hours'], 'resolve' => ['time' => '1', 'unit' => 'days'], 'operational' => 'calendarHours', 'isActive' => 'on'],
  2580. '2' => ['response' => ['time' => '8', 'unit' => 'hours'], 'resolve' => ['time' => '3', 'unit' => 'days'], 'operational' => 'calendarHours', 'isActive' => 'on'],
  2581. '1' => ['response' => ['time' => '16', 'unit' => 'hours'], 'resolve' => ['time' => '5', 'unit' => 'days'], 'operational' => 'calendarHours', 'isActive' => 'on'],
  2582. ];
  2583. }
  2585. public function getTicketActions($force = false)
  2586. {
  2587. $actionArray = array(
  2588. 'ticket' => [
  2589. 'priority' => ('action.priority'),
  2590. 'type' => ('action.type'),
  2591. 'status' => ('action.status'),
  2592. 'tag' => ('action.tag'),
  2593. 'note' => ('action.note'),
  2594. 'label' => ('action.label'),
  2595. 'assign_agent' => ('action.assign_agent'),
  2596. 'assign_group' => ('action.assign_group'),
  2597. 'assign_team' => ('action.assign_team'),
  2598. 'mail_agent' => ('action.mail_agent'),
  2599. 'mail_group' => ('action.mail_group'),
  2600. 'mail_team' => ('action.mail_team'),
  2601. 'mail_customer' => ('action.mail_customer'),
  2602. 'mail_last_collaborator' => ('action.mail_last_collaborator'),
  2603. 'mail_all_collaborators' => ('action.mail_all_collaborators'),
  2604. 'delete_ticket' => ('action.delete_ticket'),
  2605. 'mark_spam' => ('action.mark_spam'),
  2606. ],
  2607. 'task' => [
  2608. 'reply' => ('action.reply'),
  2609. 'mail_agent' => ('action.mail_agent'),
  2610. 'mail_members' => ('action.mail_members'),
  2611. 'mail_last_member' => ('action.mail_last_member'),
  2612. ],
  2613. 'customer' => [
  2614. 'mail_customer' => ('action.mail_customer'),
  2615. ],
  2616. 'agent' => [
  2617. 'mail_agent' => ('action.mail_agent'),
  2618. 'task_transfer' => ('action.task_transfer'),
  2619. 'assign_agent' => ('action.assign_agent'),
  2620. 'assign_group' => ('action.assign_group'),
  2621. 'assign_team' => ('action.assign_team'),
  2622. ],
  2623. );
  2625. $actionRoleArray = [
  2626. 'ticket->priority' => 'ROLE_AGENT_UPDATE_TICKET_PRIORITY',
  2627. 'ticket->type' => 'ROLE_AGENT_UPDATE_TICKET_TYPE',
  2628. 'ticket->status' => 'ROLE_AGENT_UPDATE_TICKET_STATUS',
  2629. 'ticket->tag' => 'ROLE_AGENT_ADD_TAG',
  2630. 'ticket->note' => 'ROLE_AGENT_ADD_NOTE',
  2631. 'ticket->assign_agent' => 'ROLE_AGENT_ASSIGN_TICKET',
  2632. 'ticket->assign_group' => 'ROLE_AGENT_ASSIGN_TICKET_GROUP',
  2633. 'ticket->assign_team' => 'ROLE_AGENT_ASSIGN_TICKET_GROUP',
  2634. 'ticket->mail_agent' => 'ROLE_AGENT',
  2635. 'ticket->mail_group' => 'ROLE_AGENT_MANAGE_GROUP',
  2636. 'ticket->mail_team' => 'ROLE_AGENT_MANAGE_SUB_GROUP',
  2637. 'ticket->mail_customer' => 'ROLE_AGENT',
  2638. 'ticket->mail_last_collaborator' => 'ROLE_AGENT',
  2639. 'ticket->mail_all_collaborators' => 'ROLE_AGENT',
  2640. 'ticket->delete_ticket' => 'ROLE_AGENT_DELETE_TICKET',
  2641. 'ticket->mark_spam' => 'ROLE_AGENT_UPDATE_TICKET_STATUS',
  2642. 'ticket->label' => 'ROLE_ADMIN',
  2643. 'task->reply' => 'ROLE_AGENT',
  2644. 'task->mail_agent' => 'ROLE_AGENT',
  2645. 'task->mail_members' => 'ROLE_AGENT',
  2646. 'task->mail_last_member' => 'ROLE_AGENT',
  2647. 'customer->mail_customer' => 'ROLE_AGENT',
  2648. 'agent->mail_agent' => 'ROLE_AGENT',
  2649. 'agent->task_transfer' => 'ROLE_AGENT_EDIT_TASK',
  2650. 'agent->assign_agent' => 'ROLE_AGENT_ASSIGN_TICKET',
  2651. 'agent->assign_group' => 'ROLE_AGENT_ASSIGN_TICKET_GROUP',
  2652. 'agent->assign_team' => 'ROLE_AGENT_ASSIGN_TICKET_GROUP',
  2653. ];
  2655. $resultArray = [];
  2657. foreach ($actionRoleArray as $action => $role) {
  2658. if ($role == 'ROLE_AGENT' || $this->container->get('user.service')->checkPermission($role) || $force) {
  2659. $actionPath = explode('->', $action);
  2660. $resultArray[$actionPath[0]][$actionPath[1]] = $actionArray[$actionPath[0]][$actionPath[1]];
  2661. }
  2662. }
  2664. $repo = $this->container->get('doctrine.orm.entity_manager')->getRepository('WebkulAppBundle:ECommerceChannel');
  2666. $ecomArray = [];
  2667. $ecomChannels = $repo->getActiveChannelsByCompany($this->container->get('user.service')->getCurrentCompany());
  2669. foreach ($ecomChannels as $channel) {
  2670. $ecomArray['add_order_to_' . $channel['id']] = ('Add order to: ') . $channel['title'];
  2671. }
  2673. $resultArray['ticket'] = array_merge($resultArray['ticket'], $ecomArray);
  2675. return $resultArray;
  2676. }
  2678. /**
  2679. * Generates a unique url that can be used to access ticket without any active session with read only priviliges.
  2680. */
  2681. public function generateTicketCustomerReadOnlyResourceAccessLink(CoreFrameworkEntity\Ticket $ticket)
  2682. {
  2683. $customer = $ticket->getCustomer();
  2685. $router = $this->container->get('router');
  2687. $token = $this->generateCustomToken($ticket->getId());
  2689. $publicResourceAccessLink = new CoreFrameworkEntity\PublicResourceAccessLink();
  2690. $publicResourceAccessLink
  2691. ->setResourceId($ticket->getId())
  2692. ->setResourceType(CoreFrameworkEntity\Ticket::class)
  2693. ->setUniqueResourceAccessId($token)
  2694. ->setTotalViews(0)
  2695. ->setCreatedAt(new \DateTime('now'))
  2696. ->setExpiresAt(new \DateTime('+1 week'))
  2697. ->setIsExpired(false)
  2698. ->setUser($customer)
  2699. ;
  2701. $this->entityManager->persist($publicResourceAccessLink);
  2702. $this->entityManager->flush();
  2704. return $router->generate('helpdesk_customer_public_resource_access_intermediate', [
  2705. 'urid' => $publicResourceAccessLink->getUniqueResourceAccessId(),
  2706. ], UrlGeneratorInterface::ABSOLUTE_URL);
  2707. }
  2709. // Generate a token based on ticket, timestamp and random string.
  2710. public function generateCustomToken($ticketId, $randomLength = 6)
  2711. {
  2712. // Convert the current timestamp to Base36
  2713. $timestamp = base_convert(time(), 10, 36);
  2715. // Add the ticket ID
  2716. $ticketPart = strtoupper(base_convert($ticketId, 10, 36)); // Convert ticket ID to Base36 (uppercase for readability)
  2718. // Generate a random string of specified length
  2719. $characters = '0123456789abcdefghijklmnopqrstuvwxyzABCDEFGHIJKLMNOPQRSTUVWXYZ';
  2720. $randomString = '';
  2721. for ($i = 0; $i < $randomLength; $i++) {
  2722. $randomString .= $characters[random_int(0, strlen($characters) - 1)];
  2723. }
  2725. // Combine all parts: timestamp + ticket ID + random string
  2726. return $timestamp . $ticketPart . $randomString;
  2727. }
  2729. public function sanitizeMessage($html)
  2730. {
  2731. // Step 1: Normalize the input by decoding multiple levels of encoding
  2732. $originalHtml = $html;
  2733. $iterations = 0;
  2734. $maxIterations = 5; // Prevent infinite loops
  2736. do {
  2737. $previousHtml = $html;
  2738. // Decode HTML entities (handles &lt; &gt; &amp; &quot; &#39; etc.)
  2739. $html = html_entity_decode($html, ENT_QUOTES | ENT_HTML5, 'UTF-8');
  2740. // Also decode numeric entities like &#60; &#62;
  2741. $html = preg_replace_callback('/&#(\d+);/', function ($matches) {
  2742. return chr($matches[1]);
  2743. }, $html);
  2744. // Decode hex entities like &#x3C; &#x3E;
  2745. $html = preg_replace_callback('/&#x([0-9a-fA-F]+);/', function ($matches) {
  2746. return chr(hexdec($matches[1]));
  2747. }, $html);
  2748. $iterations++;
  2749. } while ($html !== $previousHtml && $iterations < $maxIterations);
  2751. // Step 2: Remove all script tags and their content (multiple variations)
  2752. $scriptPatterns = [
  2753. '/<\s*script[^>]*>.*?<\s*\/\s*script\s*>/is',
  2754. '/<\s*script[^>]*>.*?$/is', // Unclosed script tags
  2755. '/javascript\s*:/i',
  2756. '/vbscript\s*:/i',
  2757. '/data\s*:\s*text\/html/i',
  2758. '/data\s*:\s*application\/javascript/i'
  2759. ];
  2761. foreach ($scriptPatterns as $pattern) {
  2762. $html = preg_replace($pattern, '', $html);
  2763. }
  2765. // Step 3: Remove dangerous tags
  2766. $dangerousTags = [
  2767. 'script',
  2768. 'iframe',
  2769. 'object',
  2770. 'embed',
  2771. 'form',
  2772. 'input',
  2773. 'textarea',
  2774. 'button',
  2775. 'select',
  2776. 'option',
  2777. 'style',
  2778. 'link',
  2779. 'meta',
  2780. 'base',
  2781. 'applet',
  2782. 'bgsound',
  2783. 'blink',
  2784. 'body',
  2785. 'frame',
  2786. 'frameset',
  2787. 'head',
  2788. 'html',
  2789. 'ilayer',
  2790. 'layer',
  2791. 'plaintext',
  2792. 'title',
  2793. 'xml',
  2794. 'xmp'
  2795. ];
  2797. foreach ($dangerousTags as $tag) {
  2798. // Remove opening and closing tags
  2799. $html = preg_replace('/<\s*\/?\s*' . preg_quote($tag, '/') . '[^>]*>/is', '', $html);
  2800. }
  2802. // Step 4: Remove ALL event handlers and dangerous attributes
  2803. $dangerousAttributes = [
  2804. // Event handlers
  2805. 'on\w+', // Catches onclick, onload, onerror, etc.
  2806. // Other dangerous attributes
  2807. 'style',
  2808. 'background',
  2809. 'dynsrc',
  2810. 'lowsrc',
  2811. 'href\s*=\s*["\']?\s*javascript',
  2812. 'src\s*=\s*["\']?\s*javascript',
  2813. 'action',
  2814. 'formaction',
  2815. 'poster',
  2816. 'cite',
  2817. 'longdesc',
  2818. 'profile',
  2819. 'usemap'
  2820. ];
  2822. foreach ($dangerousAttributes as $attr) {
  2823. $html = preg_replace('/\s+' . $attr . '\s*=\s*(["\'])[^"\']*\1/i', '', $html);
  2824. $html = preg_replace('/\s+' . $attr . '\s*=\s*[^\s>]+/i', '', $html);
  2825. }
  2827. // Step 5: Remove dangerous protocols from remaining attributes
  2828. $html = preg_replace('/(href|src|action|formaction|background|cite|longdesc|profile|usemap)\s*=\s*(["\']?)(javascript|data|vbscript|about|chrome|file|ftp|jar|mailto|ms-its|mhtml|mocha|opera|res|resource|shell|view-source|wyciwyg):[^"\'>\s]*/i', '$1=$2#blocked', $html);
  2830. // Step 6: Strip tags - only allow explicitly safe ones
  2831. $allowedTags = '<p><b><i><strong><em><ul><ol><li><br><a><img><h1><h2><h3><h4><h5><h6><blockquote><code><pre><span><div>';
  2832. $html = strip_tags($html, $allowedTags);
  2834. // Step 7: Final validation and cleanup of remaining tags
  2835. $html = preg_replace_callback('/<(\w+)([^>]*)>/i', function ($matches) {
  2836. $tag = strtolower($matches[1]);
  2837. $attributes = $matches[2];
  2839. // Only allow specific attributes for specific tags
  2840. $allowedAttributes = [
  2841. 'a' => ['href', 'title', 'target'],
  2842. 'img' => ['src', 'alt', 'width', 'height', 'title'],
  2843. 'p' => ['class'],
  2844. 'div' => ['class'],
  2845. 'span' => ['class']
  2846. ];
  2848. if (!isset($allowedAttributes[$tag])) {
  2849. // Tag has no allowed attributes, return just the tag
  2850. return '<' . $tag . '>';
  2851. }
  2853. $validAttrs = [];
  2854. foreach ($allowedAttributes[$tag] as $allowedAttr) {
  2855. if (preg_match('/\s+' . preg_quote($allowedAttr, '/') . '\s*=\s*(["\'])([^"\']*)\1/i', $attributes, $match)) {
  2856. $value = $match[2];
  2858. // Additional validation for specific attributes
  2859. if ($allowedAttr === 'href') {
  2860. // Only allow safe URLs
  2861. if (preg_match('/^(https?:\/\/|mailto:|\/|#)/i', $value)) {
  2862. $validAttrs[] = $allowedAttr . '="' . htmlspecialchars($value, ENT_QUOTES, 'UTF-8') . '"';
  2863. }
  2864. } elseif ($allowedAttr === 'src') {
  2865. // Only allow safe image sources
  2866. if (preg_match('/^(https?:\/\/|\/)/i', $value)) {
  2867. $validAttrs[] = $allowedAttr . '="' . htmlspecialchars($value, ENT_QUOTES, 'UTF-8') . '"';
  2868. }
  2869. } elseif ($allowedAttr === 'target') {
  2870. // Only allow safe target values
  2871. if (in_array($value, ['_blank', '_self', '_parent', '_top'])) {
  2872. $validAttrs[] = $allowedAttr . '="' . htmlspecialchars($value, ENT_QUOTES, 'UTF-8') . '"';
  2873. }
  2874. } else {
  2875. // For other attributes, just escape the value
  2876. $validAttrs[] = $allowedAttr . '="' . htmlspecialchars($value, ENT_QUOTES, 'UTF-8') . '"';
  2877. }
  2878. }
  2879. }
  2881. return '<' . $tag . (empty($validAttrs) ? '' : ' ' . implode(' ', $validAttrs)) . '>';
  2882. }, $html);
  2884. // Step 8: Remove any malformed or incomplete tags
  2885. $html = preg_replace('/<[^>]*$/', '', $html); // Remove incomplete tags at end
  2886. $html = preg_replace('/^[^<]*>/', '', $html); // Remove incomplete tags at start
  2888. // Step 9: Final security check - remove any remaining suspicious patterns
  2889. $suspiciousPatterns = [
  2890. '/expression\s*\(/i', // CSS expression()
  2891. '/behavior\s*:/i', // CSS behavior
  2892. '/binding\s*:/i', // CSS binding
  2893. '/import\s*["\']?[^"\';]*;?/i', // CSS @import
  2894. '/url\s*\([^)]*\)/i', // CSS url()
  2895. '/&#/i', // Remaining HTML entities
  2896. '/&\w+;/i' // HTML entity patterns
  2897. ];
  2899. foreach ($suspiciousPatterns as $pattern) {
  2900. $html = preg_replace($pattern, '', $html);
  2901. }
  2903. // Step 10: Trim and return
  2904. return trim($html);
  2905. }
  2907. public function getThreadAttachments($thread)
  2908. {
  2909. $attachments = $this->entityManager->getRepository(CoreFrameworkEntity\Attachment::class)->findBy(['thread' => $thread->getId()]);
  2911. $attachmentCollection = array_map(function ($attachment) {
  2912. return [
  2913. 'id' => $attachment->getId(),
  2914. 'name' => $attachment->getName(),
  2915. 'contentType' => $attachment->getContentType(),
  2916. 'path' => $attachment->getPath(),
  2917. 'fileSystem' => $attachment->getFileSystem(),
  2918. 'attachmentThumb' => $attachment->getAttachmentThumb(),
  2919. 'attachmentOrginal' => $attachment->getAttachmentOrginal(),
  2920. ];
  2921. }, $attachments);
  2923. return $attachmentCollection;
  2924. }
  2926. public function sendWebhookNotificationAction($thread)
  2927. {
  2928. $website = $this->entityManager->getRepository(Website::class)->findOneByCode('helpdesk');
  2929. $endpoint = $website->getWebhookUrl();
  2930. $customFields = [];
  2932. if (empty($endpoint)) {
  2933. return;
  2934. }
  2936. if ($thread->getThreadType() == 'reply' || $thread->getThreadType() == 'create') {
  2937. $ticket = $thread->getTicket();
  2939. if ($this->userService->isFileExists('apps/uvdesk/custom-fields')) {
  2940. $customFieldsService = $this->container->get('uvdesk_package_custom_fields.service');
  2941. $customFields = $customFieldsService->getTicketCustomFieldDetails($ticket->getId());
  2942. }
  2944. $ticketStatus = [
  2945. 'id' => $ticket->getStatus()->getId(),
  2946. 'code' => $ticket->getStatus()->getCode(),
  2947. ];
  2949. $payload = json_encode([
  2950. 'threadDetails' => [
  2951. 'threadId' => $thread->getId(),
  2952. 'threadReply' => strip_tags(html_entity_decode($thread->getMessage())),
  2953. 'ticketId' => $ticket->getId(),
  2954. 'customerEmail' => $ticket->getCustomer()->getEmail(),
  2955. 'userType' => $thread->getCreatedBy(),
  2956. 'agentEmail' => $thread->getCreatedBy() === 'agent' ? $thread->getUser()->getEmail() : '',
  2957. 'createdAt' => $thread->getCreatedAt(),
  2958. 'source' => $thread->getSource(),
  2959. 'threadAttachments' => $this->getThreadAttachments($thread),
  2960. 'status' => $ticketStatus,
  2961. ],
  2962. 'customFields' => $customFields
  2963. ]);
  2965. $curlHandler = curl_init();
  2967. curl_setopt($curlHandler, CURLOPT_URL, $endpoint);
  2968. curl_setopt($curlHandler, CURLOPT_RETURNTRANSFER, 1);
  2969. curl_setopt($curlHandler, CURLOPT_HTTPHEADER, ['Content-Type: application/json']);
  2970. curl_setopt($curlHandler, CURLOPT_POST, true);
  2971. curl_setopt($curlHandler, CURLOPT_POSTFIELDS, $payload);
  2973. $curlResponse = curl_exec($curlHandler);
  2975. curl_close($curlHandler);
  2976. }
  2978. return;
  2979. }
  2980. }