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<?php
namespace Webkul\UVDesk\CoreFrameworkBundle\Services;
use Doctrine\ORM\Query;
use Symfony\Component\Yaml\Yaml;
use Doctrine\ORM\EntityManagerInterface;
use Symfony\Component\HttpFoundation\Request;
use Symfony\Component\HttpFoundation\Response;
use Symfony\Component\HttpFoundation\RequestStack;
use Webkul\UVDesk\CoreFrameworkBundle\Entity\User;
use Webkul\UVDesk\CoreFrameworkBundle\Entity\AgentActivity;
use Webkul\UVDesk\MailboxBundle\Utils\Mailbox\Mailbox;
use Symfony\Component\EventDispatcher\GenericEvent;
use Webkul\UVDesk\CoreFrameworkBundle\Entity\Ticket;
use Webkul\UVDesk\CoreFrameworkBundle\Entity\Thread;
use Webkul\UVDesk\CoreFrameworkBundle\Entity\Tag;
use Webkul\UVDesk\CoreFrameworkBundle\Entity\TicketType;
use Webkul\UVDesk\CoreFrameworkBundle\Entity\TicketStatus;
use Webkul\UVDesk\CoreFrameworkBundle\Entity\TicketPriority;
use Webkul\UVDesk\CoreFrameworkBundle\Entity\SupportRole;
use Webkul\UVDesk\CoreFrameworkBundle\Entity\Website;
use Webkul\UVDesk\CoreFrameworkBundle\Entity\SupportGroup;
use Webkul\UVDesk\CoreFrameworkBundle\Entity\SupportTeam;
use Webkul\UVDesk\CoreFrameworkBundle\Entity\SupportLabel;
use Webkul\UVDesk\CoreFrameworkBundle\Entity\SavedReplies;
use Webkul\UVDesk\CoreFrameworkBundle\Entity\Attachment;
use Webkul\UVDesk\MailboxBundle\Utils\MailboxConfiguration;
use Webkul\UVDesk\CoreFrameworkBundle\Utils\TokenGenerator;
use Symfony\Component\DependencyInjection\ContainerInterface;
use Symfony\Component\Routing\Generator\UrlGeneratorInterface;
use Webkul\UVDesk\CoreFrameworkBundle\Workflow\Events as CoreWorkflowEvents;
use Webkul\UVDesk\CoreFrameworkBundle\Services\FileUploadService;
use Webkul\UVDesk\CoreFrameworkBundle\Services\UserService;
use UVDesk\CommunityPackages\UVDesk\FormComponent\Entity;
use Webkul\UVDesk\MailboxBundle\Utils\Imap\Configuration as ImapConfiguration;
use Symfony\Component\Filesystem\Filesystem;
use Webkul\UVDesk\SupportCenterBundle\Entity\Article;
use Webkul\UVDesk\SupportCenterBundle\Entity\KnowledgebaseWebsite;
use Webkul\UVDesk\AutomationBundle\Entity\PreparedResponses;
use UVDesk\CommunityPackages\UVDesk as UVDeskCommunityPackages;
class TicketService
{
const PATH_TO_CONFIG = '/config/packages/uvdesk_mailbox.yaml';
protected $container;
protected $requestStack;
protected $entityManager;
protected $fileUploadService;
protected $userService;
public function __construct(
ContainerInterface $container,
RequestStack $requestStack,
EntityManagerInterface $entityManager,
FileUploadService $fileUploadService,
UserService $userService)
{
$this->container = $container;
$this->requestStack = $requestStack;
$this->entityManager = $entityManager;
$this->fileUploadService = $fileUploadService;
$this->userService = $userService;
}
public function getAllMailboxes()
{
$collection = array_map(function ($mailbox) {
return [
'id' => $mailbox->getId(),
'name' => $mailbox->getName(),
'isEnabled' => $mailbox->getIsEnabled(),
'email' => $mailbox->getImapConfiguration()->getUsername(),
];
}, $this->parseMailboxConfigurations()->getMailboxes());
return $collection;
}
public function parseMailboxConfigurations(bool $ignoreInvalidAttributes = false)
{
$path = $this->getPathToConfigurationFile();
if (!file_exists($path)) {
throw new \Exception("File '$path' not found.");
}
// Read configurations from package config.
$mailboxConfiguration = new MailboxConfiguration();
$swiftmailerService = $this->container->get('swiftmailer.service');
$swiftmailerConfigurations = $swiftmailerService->parseSwiftMailerConfigurations();
foreach (Yaml::parse(file_get_contents($path))['uvdesk_mailbox']['mailboxes'] ?? [] as $id => $params) {
// Swiftmailer Configuration
$swiftmailerConfiguration = null;
foreach ($swiftmailerConfigurations as $configuration) {
if ($configuration->getId() == $params['smtp_server']['mailer_id']) {
$swiftmailerConfiguration = $configuration;
break;
}
}
// IMAP Configuration
($imapConfiguration = ImapConfiguration::guessTransportDefinition($params['imap_server']['host']))
->setUsername($params['imap_server']['username'])
->setPassword($params['imap_server']['password']);
// Mailbox Configuration
($mailbox = new Mailbox($id))
->setName($params['name'])
->setIsEnabled($params['enabled'])
->setImapConfiguration($imapConfiguration);
if (!empty($swiftmailerConfiguration)) {
$mailbox->setSwiftMailerConfiguration($swiftmailerConfiguration);
} else if (!empty($params['smtp_server']['mailer_id']) && true === $ignoreInvalidAttributes) {
$mailbox->setSwiftMailerConfiguration($swiftmailerService->createConfiguration('smtp', $params['smtp_server']['mailer_id']));
}
$mailboxConfiguration->addMailbox($mailbox);
}
return $mailboxConfiguration;
}
public function getPathToConfigurationFile()
{
return $this->container->get('kernel')->getProjectDir() . self::PATH_TO_CONFIG;
}
public function getRandomRefrenceId($email = null)
{
$email = !empty($email) ? $email : $this->container->getParameter('uvdesk.support_email.id');
$emailDomain = substr($email, strpos($email, '@'));
return sprintf("<%s%s>", TokenGenerator::generateToken(20, '0123456789abcdefghijklmnopqrstuvwxyz'), $emailDomain);
}
// @TODO: Refactor this out of this service. Use UserService::getSessionUser() instead.
public function getUser()
{
return $this->container->get('user.service')->getCurrentUser();
}
public function getDefaultType()
{
$typeCode = $this->container->getParameter('uvdesk.default.ticket.type');
$ticketType = $this->entityManager->getRepository(TicketType::class)->findOneByCode($typeCode);
return !empty($ticketType) ? $ticketType : null;
}
public function getDefaultStatus()
{
$statusCode = $this->container->getParameter('uvdesk.default.ticket.status');
$ticketStatus = $this->entityManager->getRepository(TicketStatus::class)->findOneByCode($statusCode);
return !empty($ticketStatus) ? $ticketStatus : null;
}
public function getDefaultPriority()
{
$priorityCode = $this->container->getParameter('uvdesk.default.ticket.priority');
$ticketPriority = $this->entityManager->getRepository(TicketPriority::class)->findOneByCode($priorityCode);
return !empty($ticketPriority) ? $ticketPriority : null;
}
public function appendTwigSnippet($snippet = '')
{
switch ($snippet) {
case 'createMemberTicket':
return $this->getMemberCreateTicketSnippet();
break;
default:
break;
}
return '';
}
public function getMemberCreateTicketSnippet()
{
$twigTemplatingEngine = $this->container->get('twig');
$ticketTypeCollection = $this->entityManager->getRepository(TicketType::class)->findByIsActive(true);
try {
if ($this->userService->isfileExists('apps/uvdesk/custom-fields')) {
$headerCustomFields = $this->container->get('uvdesk_package_custom_fields.service')->getCustomFieldsArray('user');
} else if ($this->userService->isfileExists('apps/uvdesk/form-component')) {
$headerCustomFields = $this->container->get('uvdesk_package_form_component.service')->getCustomFieldsArray('user');
}
} catch (\Exception $e) {
// @TODO: Log execption message
}
return $twigTemplatingEngine->render('@UVDeskCoreFramework/Snippets/createMemberTicket.html.twig', [
'ticketTypeCollection' => $ticketTypeCollection,
'headerCustomFields' => $headerCustomFields ?? null,
]);
}
public function getCustomerCreateTicketCustomFieldSnippet()
{
try {
if ($this->userService->isfileExists('apps/uvdesk/custom-fields')) {
$customFields = $this->container->get('uvdesk_package_custom_fields.service')->getCustomFieldsArray('customer');
} else if ($this->userService->isfileExists('apps/uvdesk/form-component')) {
$customFields = $this->container->get('uvdesk_package_form_component.service')->getCustomFieldsArray('customer');
}
} catch (\Exception $e) {
// @TODO: Log execption message
}
return $customFields ?? null;
}
public function createTicket(array $params = [])
{
$thread = $this->entityManager->getRepository(Thread::class)->findOneByMessageId($params['messageId']);
if (empty($thread)) {
$user = $this->entityManager->getRepository(User::class)->findOneByEmail($params['from']);
if (empty($user) || null == $user->getCustomerInstance()) {
$role = $this->entityManager->getRepository(SupportRole::class)->findOneByCode($params['role']);
if (empty($role)) {
throw new \Exception("The requested role '" . $params['role'] . "' does not exist.");
}
// Create User Instance
$user = $this->container->get('user.service')->createUserInstance($params['from'], $params['name'], $role, [
'source' => strtolower($params['source']),
'active' => true,
]);
}
$params['role'] = 4;
$params['customer'] = $params['user'] = $user;
return $this->createTicketBase($params);
}
return;
}
public function createTicketBase(array $ticketData = [])
{
if ('email' == $ticketData['source']) {
try {
if (array_key_exists('UVDeskMailboxBundle', $this->container->getParameter('kernel.bundles'))) {
$mailbox = $this->container->get('uvdesk.mailbox')->getMailboxByEmail($ticketData['mailboxEmail']);
$ticketData['mailboxEmail'] = $mailbox['email'];
}
} catch (\Exception $e) {
// No mailbox found for this email. Skip ticket creation.
return;
}
}
// Set Defaults
$ticketType = !empty($ticketData['type']) ? $ticketData['type'] : $this->getDefaultType();
$ticketStatus = !empty($ticketData['status']) ? $ticketData['status'] : $this->getDefaultStatus();
$ticketPriority = !empty($ticketData['priority']) ? $ticketData['priority'] : $this->getDefaultPriority();
$ticketMessageId = 'email' == $ticketData['source'] ? (!empty($ticketData['messageId']) ? $ticketData['messageId'] : null) : $this->getRandomRefrenceId();
$ticketData['type'] = $ticketType;
$ticketData['status'] = $ticketStatus;
$ticketData['priority'] = $ticketPriority;
$ticketData['messageId'] = $ticketMessageId;
$ticketData['isTrashed'] = false;
$ticket = new Ticket();
foreach ($ticketData as $property => $value) {
$callable = 'set' . ucwords($property);
if (method_exists($ticket, $callable)) {
$ticket->$callable($value);
}
}
$this->entityManager->persist($ticket);
$this->entityManager->flush();
return $this->createThread($ticket, $ticketData);
}
public function createThread(Ticket $ticket, array $threadData)
{
$threadData['isLocked'] = 0;
if ('forward' === $threadData['threadType']) {
$threadData['replyTo'] = $threadData['to'];
}
$collaboratorEmails = array_merge(!empty($threadData['cccol']) ? $threadData['cccol'] : [], !empty($threadData['cc']) ? $threadData['cc'] : []);
if (!empty($collaboratorEmails)) {
$threadData['cc'] = $collaboratorEmails;
}
$thread = new Thread();
$thread->setTicket($ticket);
$thread->setCreatedAt(new \DateTime());
$thread->setUpdatedAt(new \DateTime());
if ($threadData['threadType'] != "note") {
foreach ($threadData as $property => $value) {
if (!empty($value)) {
$callable = 'set' . ucwords($property);
if (method_exists($thread, $callable)) {
$thread->$callable($value);
}
}
}
} else {
$this->setTicketNotePlaceholderValue($thread, $threadData, $ticket);
}
// Update ticket reference ids is thread message id is defined
if (null != $thread->getMessageId() && false === strpos($ticket->getReferenceIds(), $thread->getMessageId())) {
$updatedReferenceIds = $ticket->getReferenceIds() . ' ' . $thread->getMessageId();
$ticket->setReferenceIds($updatedReferenceIds);
$this->entityManager->persist($ticket);
}
if ('reply' === $threadData['threadType']) {
if ('agent' === $threadData['createdBy']) {
// Ticket has been updated by support agents, mark as agent replied | customer view pending
$ticket->setIsCustomerViewed(false);
$ticket->setIsReplied(true);
$customerName = $ticket->getCustomer()->getFirstName().' '.$ticket->getCustomer()->getLastName();
$agentActivity = new AgentActivity();
$agentActivity->setThreadType('reply');
$agentActivity->setTicket($ticket);
$agentActivity->setAgent($thread->getUser());
$agentActivity->setCustomerName($customerName);
$agentActivity->setAgentName('agent');
$agentActivity->setCreatedAt(new \DateTime());
$this->entityManager->persist($agentActivity);
} else {
// Ticket has been updated by customer, mark as agent view | reply pending
$ticket->setIsAgentViewed(false);
$ticket->setIsReplied(false);
}
$this->entityManager->persist($ticket);
} else if ('create' === $threadData['threadType']) {
$ticket->setIsReplied(false);
$this->entityManager->persist($ticket);
$customerName = $ticket->getCustomer()->getFirstName().' '.$ticket->getCustomer()->getLastName();
$agentActivity = new AgentActivity();
$agentActivity->setThreadType('create');
$agentActivity->setTicket($ticket);
$agentActivity->setAgent($thread->getUser());
$agentActivity->setCustomerName($customerName );
$agentActivity->setAgentName('agent');
$agentActivity->setCreatedAt(new \DateTime());
$this->entityManager->persist($agentActivity);
}
$ticket->currentThread = $this->entityManager->getRepository(Thread::class)->getTicketCurrentThread($ticket);
$this->entityManager->persist($thread);
$this->entityManager->flush();
$ticket->createdThread = $thread;
// Uploading Attachments
if (!empty($threadData['attachments'])) {
if ('email' == $threadData['source']) {
$this->saveThreadEmailAttachments($thread, $threadData['attachments']);
} else if (!empty($threadData['attachments'])) {
$this->saveThreadAttachment($thread, $threadData['attachments']);
}
}
return $thread;
}
public function setTicketNotePlaceholderValue($thread, $threadData, $ticket)
{
if (!empty($threadData)) {
foreach ($threadData as $property => $value) {
if (!empty($value)) {
$callable = 'set' . ucwords($property);
if (method_exists($thread, $callable)) {
if($callable != "setMessage") {
$thread->$callable($value);
} else {
$notesPlaceholders = $this->getNotePlaceholderValues($ticket, 'customer');
$content = $value;
foreach ($notesPlaceholders as $key => $val) {
if(strpos($value, "{%$key%}") !== false){
$content = strtr($value, ["{%$key%}" => $val, "{% $key %}" => $val]);
}
}
$content = stripslashes($content);
$thread->$callable($content);
}
}
}
}
}
}
public function saveThreadAttachment($thread, array $attachments)
{
$prefix = 'threads/' . $thread->getId();
$uploadManager = $this->container->get('uvdesk.core.file_system.service')->getUploadManager();
foreach ($attachments as $attachment) {
$uploadedFileAttributes = $uploadManager->uploadFile($attachment, $prefix);
if (!empty($uploadedFileAttributes['path'])) {
($threadAttachment = new Attachment())
->setThread($thread)
->setName($uploadedFileAttributes['name'])
->setPath($uploadedFileAttributes['path'])
->setSize($uploadedFileAttributes['size'])
->setContentType($uploadedFileAttributes['content-type']);
$this->entityManager->persist($threadAttachment);
}
}
$this->entityManager->flush();
}
public function saveThreadEmailAttachments($thread, array $attachments)
{
$prefix = 'threads/' . $thread->getId();
$uploadManager = $this->container->get('uvdesk.core.file_system.service')->getUploadManager();
// Upload thread attachments
foreach ($attachments as $attachment) {
$uploadedFileAttributes = $uploadManager->uploadEmailAttachment($attachment, $prefix);
if (!empty($uploadedFileAttributes['path'])) {
($threadAttachment = new Attachment())
->setThread($thread)
->setName($uploadedFileAttributes['name'])
->setPath($uploadedFileAttributes['path'])
->setSize($uploadedFileAttributes['size'])
->setContentType($uploadedFileAttributes['content-type']);
$this->entityManager->persist($threadAttachment);
}
}
$this->entityManager->flush();
}
public function getTypes()
{
static $types;
if (null !== $types)
return $types;
$qb = $this->entityManager->createQueryBuilder();
$qb->select('tp.id','tp.code As name')->from(TicketType::class, 'tp')
->andwhere('tp.isActive = 1')
->orderBy('tp.code', 'ASC');
return $types = $qb->getQuery()->getArrayResult();
}
public function getStatus()
{
static $statuses;
if (null !== $statuses)
return $statuses;
$qb = $this->entityManager->createQueryBuilder();
$qb->select('ts')->from(TicketStatus::class, 'ts');
// $qb->orderBy('ts.sortOrder', Criteria::ASC);
return $statuses = $qb->getQuery()->getArrayResult();
}
public function getTicketTotalThreads($ticketId)
{
$qb = $this->entityManager->createQueryBuilder();
$qb->select('COUNT(th.id) as threadCount')->from(Ticket::class, 't')
->leftJoin('t.threads', 'th')
->andWhere('t.id = :ticketId')
->andWhere('th.threadType = :threadType')
->setParameter('threadType','reply')
->setParameter('ticketId', $ticketId);
$qb = $this->entityManager->createQueryBuilder();
$qb->select('COUNT(t.id) as threadCount')->from(Thread::class, 't')
->andWhere('t.ticket = :ticketId')
->andWhere('t.threadType = :threadType')
->setParameter('threadType','reply')
->setParameter('ticketId', $ticketId);
return $qb->getQuery()->getSingleScalarResult();
}
public function getTicketTags($request = null)
{
$qb = $this->entityManager->createQueryBuilder();
$qb->select('tg')->from(Tag::class, 'tg');
if($request) {
$qb->andwhere("tg.name LIKE :tagName");
$qb->setParameter('tagName', '%'.urldecode($request->query->get('query')).'%');
$qb->andwhere("tg.id NOT IN (:ids)");
$qb->setParameter('ids', explode(',',urldecode($request->query->get('not'))));
}
return $qb->getQuery()->getArrayResult();
}
public function paginateMembersTicketCollection(Request $request)
{
$params = $request->query->all();
$activeUser = $this->container->get('user.service')->getSessionUser();
$activeUserTimeZone = $this->entityManager->getRepository(Website::class)->findOneBy(['code' => 'Knowledgebase']);
$agentTimeZone = !empty($activeUser->getTimezone()) ? $activeUser->getTimezone() : $activeUserTimeZone->getTimezone();
$agentTimeFormat = !empty($activeUser->getTimeformat()) ? $activeUser->getTimeformat() : $activeUserTimeZone->getTimeformat();
$ticketRepository = $this->entityManager->getRepository(Ticket::class);
$website = $this->entityManager->getRepository(Website::class)->findOneBy(['code' => 'helpdesk']);
$timeZone = $website->getTimezone();
$timeFormat = $website->getTimeformat();
$supportGroupReference = $this->entityManager->getRepository(User::class)->getUserSupportGroupReferences($activeUser);
$supportTeamReference = $this->entityManager->getRepository(User::class)->getUserSupportTeamReferences($activeUser);
// Get base query
$baseQuery = $ticketRepository->prepareBaseTicketQuery($activeUser, $supportGroupReference, $supportTeamReference, $params);
$ticketTabs = $ticketRepository->getTicketTabDetails($activeUser, $supportGroupReference, $supportTeamReference, $params);
// Apply Pagination
$pageNumber = !empty($params['page']) ? (int) $params['page'] : 1;
$itemsLimit = !empty($params['limit']) ? (int) $params['limit'] : $ticketRepository::DEFAULT_PAGINATION_LIMIT;
if (isset($params['repliesLess']) || isset($params['repliesMore'])) {
$paginationOptions = ['wrap-queries' => true];
$paginationQuery = $baseQuery->getQuery()
->setHydrationMode(Query::HYDRATE_ARRAY);
} else {
$paginationOptions = ['distinct' => true];
$paginationQuery = $baseQuery->getQuery()
->setHydrationMode(Query::HYDRATE_ARRAY)
->setHint('knp_paginator.count', isset($params['status']) ? $ticketTabs[$params['status']] : $ticketTabs[1]);
}
$pagination = $this->container->get('knp_paginator')->paginate($paginationQuery, $pageNumber, $itemsLimit, $paginationOptions);
// Process Pagination Response
$ticketCollection = [];
$paginationParams = $pagination->getParams();
$paginationData = $pagination->getPaginationData();
$paginationParams['page'] = 'replacePage';
$paginationData['url'] = '#' . $this->container->get('uvdesk.service')->buildPaginationQuery($paginationParams);
// $container->get('default.service')->buildSessionUrl('ticket',$queryParameters);
$ticketThreadCountQueryTemplate = $this->entityManager->createQueryBuilder()
->select('COUNT(thread.id) as threadCount')
->from(Ticket::class, 'ticket')
->leftJoin('ticket.threads', 'thread')
->where('ticket.id = :ticketId')
->andWhere('thread.threadType = :threadType')->setParameter('threadType', 'reply');
foreach ($pagination->getItems() as $ticketDetails) {
$ticket = array_shift($ticketDetails);
$ticketThreadCountQuery = clone $ticketThreadCountQueryTemplate;
$ticketThreadCountQuery->setParameter('ticketId', $ticket['id']);
$totalTicketReplies = (int) $ticketThreadCountQuery->getQuery()->getSingleScalarResult();
$ticketHasAttachments = false;
$dbTime = $ticket['createdAt'];
$formattedTime= $this->fomatTimeByPreference($dbTime,$timeZone,$timeFormat,$agentTimeZone,$agentTimeFormat);
$currentDateTime = new \DateTime('now');
if($this->getLastReply($ticket['id'])) {
$lastRepliedTime =
$this->time2string($currentDateTime->getTimeStamp() - $this->getLastReply($ticket['id'])['createdAt']->getTimeStamp());
} else {
$lastRepliedTime =
$this->time2string($currentDateTime->getTimeStamp() - $ticket['createdAt']->getTimeStamp());
}
$ticketResponse = [
'id' => $ticket['id'],
'subject' => $ticket['subject'],
'isStarred' => $ticket['isStarred'],
'isAgentView' => $ticket['isAgentViewed'],
'isTrashed' => $ticket['isTrashed'],
'source' => $ticket['source'],
'group' => $ticketDetails['groupName'],
'team' => $ticketDetails['teamName'],
'priority' => $ticket['priority'],
'type' => $ticketDetails['typeName'],
'timestamp' => $formattedTime['dateTimeZone'],
'formatedCreatedAt' => $formattedTime['dateTimeZone']->format($formattedTime['timeFormatString']),
'totalThreads' => $totalTicketReplies,
'agent' => null,
'customer' => null,
'hasAttachments' => $ticketHasAttachments,
'lastReplyTime' => $lastRepliedTime
];
if (!empty($ticketDetails['agentId'])) {
$ticketResponse['agent'] = [
'id' => $ticketDetails['agentId'],
'name' => $ticketDetails['agentName'],
'smallThumbnail' => $ticketDetails['smallThumbnail'],
];
}
if (!empty($ticketDetails['customerId'])) {
$ticketResponse['customer'] = [
'id' => $ticketDetails['customerId'],
'name' => $ticketDetails['customerName'],
'email' => $ticketDetails['customerEmail'],
'smallThumbnail' => $ticketDetails['customersmallThumbnail'],
];
}
array_push($ticketCollection, $ticketResponse);
}
return [
'tickets' => $ticketCollection,
'pagination' => $paginationData,
'tabs' => $ticketTabs,
'labels' => [
'predefind' => $this->getPredefindLabelDetails($activeUser, $supportGroupReference, $supportTeamReference, $params),
'custom' => $this->getCustomLabelDetails($this->container),
],
];
}
// Convert Timestamp to day/hour/min
Public function time2string($time) {
$d = floor($time/86400);
$_d = ($d < 10 ? '0' : '').$d;
$h = floor(($time-$d*86400)/3600);
$_h = ($h < 10 ? '0' : '').$h;
$m = floor(($time-($d*86400+$h*3600))/60);
$_m = ($m < 10 ? '0' : '').$m;
$s = $time-($d*86400+$h*3600+$m*60);
$_s = ($s < 10 ? '0' : '').$s;
$time_str = "0 minutes";
if($_d != 00)
$time_str = $_d." ".'days';
elseif($_h != 00)
$time_str = $_h." ".'hours';
elseif($_m != 00)
$time_str = $_m." ".'minutes';
return $time_str." "."ago";
}
public function getPredefindLabelDetails(User $currentUser, array $supportGroupIds = [], array $supportTeamIds = [], array $params = [])
{
$data = array();
$queryBuilder = $this->entityManager->createQueryBuilder();
$ticketRepository = $this->entityManager->getRepository(Ticket::class);
$queryBuilder->select('COUNT(DISTINCT ticket.id) as ticketCount')->from(Ticket::class, 'ticket');
// // applyFilter according to permission
$queryBuilder->where('ticket.isTrashed != 1');
$userInstance = $currentUser->getAgentInstance();
if (!empty($userInstance) && 'ROLE_AGENT' == $userInstance->getSupportRole()->getCode()
&& $userInstance->getTicketAccesslevel() != 1) {
$supportGroupIds = implode(',', $supportGroupIds);
$supportTeamIds = implode(',', $supportTeamIds);
if ($userInstance->getTicketAccesslevel() == 4) {
$queryBuilder->andwhere('ticket.agent = ' . $currentUser->getId());
} elseif ($userInstance->getTicketAccesslevel() == 2) {
$query = '';
if ($supportGroupIds){
$query .= ' OR supportGroup.id IN('.$supportGroupIds.') ';
}
if ($supportTeamIds) {
$query .= ' OR supportTeam.id IN('.$supportTeamIds.') ';
}
$queryBuilder->leftJoin('ticket.supportGroup', 'supportGroup')
->leftJoin('ticket.supportTeam', 'supportTeam')
->andwhere('( ticket.agent = ' . $currentUser->getId().$query.')');
} elseif ($userInstance->getTicketAccesslevel() == 3) {
$query = '';
if ($supportTeamIds) {
$query .= ' OR supportTeam.id IN('.$supportTeamIds.') ';
}
$queryBuilder->leftJoin('ticket.supportGroup', 'supportGroup')
->leftJoin('ticket.supportTeam', 'supportTeam')
->andwhere('( ticket.agent = ' . $currentUser->getId().$query. ')');
}
}
// for all tickets count
$data['all'] = $queryBuilder->getQuery()->getSingleScalarResult();
// for new tickets count
$newQb = clone $queryBuilder;
$newQb->andwhere('ticket.isNew = 1');
$data['new'] = $newQb->getQuery()->getSingleScalarResult();
// for unassigned tickets count
$unassignedQb = clone $queryBuilder;
$unassignedQb->andwhere("ticket.agent is NULL");
$data['unassigned'] = $unassignedQb->getQuery()->getSingleScalarResult();
// for unanswered ticket count
$unansweredQb = clone $queryBuilder;
$unansweredQb->andwhere('ticket.isReplied = 0');
$data['notreplied'] = $unansweredQb->getQuery()->getSingleScalarResult();
// for my tickets count
$mineQb = clone $queryBuilder;
$mineQb->andWhere("ticket.agent = :agentId")
->setParameter('agentId', $currentUser->getId());
$data['mine'] = $mineQb->getQuery()->getSingleScalarResult();
// for starred tickets count
$starredQb = clone $queryBuilder;
$starredQb->andwhere('ticket.isStarred = 1');
$data['starred'] = $starredQb->getQuery()->getSingleScalarResult();
// for trashed tickets count
$trashedQb = clone $queryBuilder;
$trashedQb->where('ticket.isTrashed = 1');
if ($currentUser->getRoles()[0] != 'ROLE_SUPER_ADMIN' && $userInstance->getTicketAccesslevel() != 1) {
$trashedQb->andwhere('ticket.agent = ' . $currentUser->getId());
}
$data['trashed'] = $trashedQb->getQuery()->getSingleScalarResult();
return $data;
}
public function paginateMembersTicketThreadCollection(Ticket $ticket, Request $request)
{
$params = $request->query->all();
$entityManager = $this->entityManager;
$activeUser = $this->container->get('user.service')->getSessionUser();
$activeUserTimeZone = $this->entityManager->getRepository(Website::class)->findOneBy(['code' => 'Knowledgebase']);
$agentTimeZone = !empty($activeUser->getTimezone()) ? $activeUser->getTimezone() : $activeUserTimeZone->getTimezone();
$agentTimeFormat = !empty($activeUser->getTimeformat()) ? $activeUser->getTimeformat() : $activeUserTimeZone->getTimeformat();
$threadRepository = $entityManager->getRepository(Thread::class);
$uvdeskFileSystemService = $this->container->get('uvdesk.core.file_system.service');
// Get base query
$enableLockedThreads = $this->container->get('user.service')->isAccessAuthorized('ROLE_AGENT_MANAGE_LOCK_AND_UNLOCK_THREAD');
$baseQuery = $threadRepository->prepareBasePaginationRecentThreadsQuery($ticket, $params, $enableLockedThreads);
// Apply Pagination
$paginationItemsQuery = clone $baseQuery;
$totalPaginationItems = $paginationItemsQuery->select('COUNT(DISTINCT thread.id)')->getQuery()->getSingleScalarResult();
$pageNumber = !empty($params['page']) ? (int) $params['page'] : 1;
$itemsLimit = !empty($params['limit']) ? (int) $params['limit'] : $threadRepository::DEFAULT_PAGINATION_LIMIT;
$paginationOptions = ['distinct' => true];
$paginationQuery = $baseQuery->getQuery()->setHydrationMode(Query::HYDRATE_ARRAY)->setHint('knp_paginator.count', (int) $totalPaginationItems);
$pagination = $this->container->get('knp_paginator')->paginate($paginationQuery, $pageNumber, $itemsLimit, $paginationOptions);
// Process Pagination Response
$threadCollection = [];
$paginationParams = $pagination->getParams();
$paginationData = $pagination->getPaginationData();
$website = $this->entityManager->getRepository(Website::class)->findOneBy(['code' => 'helpdesk']);
$timeZone = $website->getTimezone();
$timeFormat = $website->getTimeformat();
if (!empty($params['threadRequestedId'])) {
$requestedThreadCollection = $baseQuery
->andWhere('thread.id >= :threadRequestedId')->setParameter('threadRequestedId', (int) $params['threadRequestedId'])
->getQuery()->getArrayResult();
$totalRequestedThreads = count($requestedThreadCollection);
$paginationData['current'] = ceil($totalRequestedThreads / $threadRepository::DEFAULT_PAGINATION_LIMIT);
if ($paginationData['current'] > 1) {
$paginationData['firstItemNumber'] = 1;
$paginationData['lastItemNumber'] = $totalRequestedThreads;
$paginationData['next'] = ceil(($totalRequestedThreads + 1) / $threadRepository::DEFAULT_PAGINATION_LIMIT);
}
}
$paginationParams['page'] = 'replacePage';
$paginationData['url'] = '#' . $this->container->get('uvdesk.service')->buildPaginationQuery($paginationParams);
foreach ($pagination->getItems() as $threadDetails) {
$dbTime = $threadDetails['createdAt'];
$formattedTime = $this->fomatTimeByPreference($dbTime,$timeZone,$timeFormat,$agentTimeZone,$agentTimeFormat);
$threadResponse = [
'id' => $threadDetails['id'],
'user' => null,
'fullname' => null,
'reply' => html_entity_decode($threadDetails['message']),
'source' => $threadDetails['source'],
'threadType' => $threadDetails['threadType'],
'userType' => $threadDetails['createdBy'],
'timestamp' => $formattedTime['dateTimeZone'],
'formatedCreatedAt' => $formattedTime['dateTimeZone']->format($formattedTime['timeFormatString']),
'bookmark' => $threadDetails['isBookmarked'],
'isLocked' => $threadDetails['isLocked'],
'replyTo' => $threadDetails['replyTo'],
'cc' => $threadDetails['cc'],
'bcc' => $threadDetails['bcc'],
'attachments' => $threadDetails['attachments'],
];
if (!empty($threadDetails['user'])) {
$threadResponse['fullname'] = trim($threadDetails['user']['firstName'] . ' ' . $threadDetails['user']['lastName']);
$threadResponse['user'] = [
'id' => $threadDetails['user']['id'],
'smallThumbnail' => $threadDetails['user']['userInstance'][0]['profileImagePath'],
'name' => $threadResponse['fullname'],
];
}
if (!empty($threadResponse['attachments'])) {
$threadResponse['attachments'] = array_map(function ($attachment) use ($entityManager, $uvdeskFileSystemService) {
$attachmentReferenceObject = $entityManager->getReference(Attachment::class, $attachment['id']);
return $uvdeskFileSystemService->getFileTypeAssociations($attachmentReferenceObject);
}, $threadResponse['attachments']);
}
array_push($threadCollection, $threadResponse);
}
return [
'threads' => $threadCollection,
'pagination' => $paginationData,
];
}
public function massXhrUpdate(Request $request)
{
$params = $request->request->get('data');
foreach ($params['ids'] as $ticketId) {
$ticket = $this->entityManager->getRepository(Ticket::class)->find($ticketId);
if (false == $this->isTicketAccessGranted($ticket)) {
throw new \Exception('Access Denied', 403);
}
if (empty($ticket)) {
continue;
}
switch ($params['actionType']) {
case 'trashed':
if (false == $ticket->getIsTrashed()) {
$ticket->setIsTrashed(true);
$this->entityManager->persist($ticket);
}
// Trigger ticket delete event
$event = new CoreWorkflowEvents\Ticket\Delete();
$event
->setTicket($ticket)
;
$this->container->get('event_dispatcher')->dispatch($event, 'uvdesk.automation.workflow.execute');
break;
case 'delete':
$threads = $ticket->getThreads();
$fileService = new Filesystem();
if (count($threads) > 0) {
foreach($threads as $thread) {
if (!empty($thread)) {
$fileService->remove($this->container->getParameter('kernel.project_dir').'/public/assets/threads/'.$thread->getId());
}
}
}
$this->entityManager->remove($ticket);
break;
case 'restored':
if (true == $ticket->getIsTrashed()) {
$ticket->setIsTrashed(false);
$this->entityManager->persist($ticket);
}
break;
case 'agent':
if ($ticket->getAgent() == null || $ticket->getAgent() && $ticket->getAgent()->getId() != $params['targetId']) {
$agent = $this->entityManager->getRepository(User::class)->find($params['targetId']);
$ticket->setAgent($agent);
$this->entityManager->persist($ticket);
// Trigger Agent Assign event
$event = new CoreWorkflowEvents\Ticket\Agent();
$event
->setTicket($ticket)
;
$this->container->get('event_dispatcher')->dispatch($event, 'uvdesk.automation.workflow.execute');
}
break;
case 'status':
if ($ticket->getStatus() == null || $ticket->getStatus() && $ticket->getStatus()->getId() != $params['targetId']) {
$status = $this->entityManager->getRepository(TicketStatus::class)->findOneById($params['targetId']);
$ticket->setStatus($status);
$this->entityManager->persist($ticket);
// Trigger ticket status event
$event = new CoreWorkflowEvents\Ticket\Status();
$event
->setTicket($ticket)
;
$this->container->get('event_dispatcher')->dispatch($event, 'uvdesk.automation.workflow.execute');
}
break;
case 'type':
if ($ticket->getType() == null || $ticket->getType() && $ticket->getType()->getId() != $params['targetId']) {
$type = $this->entityManager->getRepository(TicketType::class)->findOneById($params['targetId']);
$ticket->setType($type);
$this->entityManager->persist($ticket);
// Trigger ticket type event
$event = new CoreWorkflowEvents\Ticket\Type();
$event
->setTicket($ticket)
;
$this->container->get('event_dispatcher')->dispatch($event, 'uvdesk.automation.workflow.execute');
}
break;
case 'group':
if ($ticket->getSupportGroup() == null || $ticket->getSupportGroup() && $ticket->getSupportGroup()->getId() != $params['targetId']) {
$group = $this->entityManager->getRepository(SupportGroup::class)->find($params['targetId']);
$ticket->setSupportGroup($group);
$this->entityManager->persist($ticket);
// Trigger Support group event
$event = new CoreWorkflowEvents\Ticket\Group();
$event
->setTicket($ticket)
;
$this->container->get('event_dispatcher')->dispatch($event, 'uvdesk.automation.workflow.execute');
}
break;
case 'team':
if ($ticket->getSupportTeam() == null || $ticket->getSupportTeam() && $ticket->getSupportTeam()->getId() != $params['targetId']){
$team = $this->entityManager->getRepository(SupportTeam::class)->find($params['targetId']);
$ticket->setSupportTeam($team);
$this->entityManager->persist($ticket);
// Trigger team event
$event = new CoreWorkflowEvents\Ticket\Team();
$event
->setTicket($ticket)
;
$this->container->get('event_dispatcher')->dispatch($event, 'uvdesk.automation.workflow.execute');
}
break;
case 'priority':
if ($ticket->getPriority() == null || $ticket->getPriority() && $ticket->getPriority()->getId() != $params['targetId']) {
$priority = $this->entityManager->getRepository(TicketPriority::class)->find($params['targetId']);
$ticket->setPriority($priority);
$this->entityManager->persist($ticket);
// Trigger ticket Priority event
$event = new CoreWorkflowEvents\Ticket\Priority();
$event
->setTicket($ticket)
;
$this->container->get('event_dispatcher')->dispatch($event, 'uvdesk.automation.workflow.execute');
}
break;
case 'label':
$label = $this->entityManager->getRepository(SupportLabel::class)->find($params['targetId']);
if ($label && !$this->entityManager->getRepository(Ticket::class)->isLabelAlreadyAdded($ticket, $label)) {
$ticket->addSupportLabel($label);
}
$this->entityManager->persist($ticket);
break;
default:
break;
}
}
$this->entityManager->flush();
return [
'alertClass' => 'success',
'alertMessage' => $this->trans('Tickets have been updated successfully'),
];
}
public function getNotePlaceholderValues($ticket, $type = "customer")
{
$variables = array();
$variables['ticket.id'] = $ticket->getId();
$variables['ticket.subject'] = $ticket->getSubject();
$variables['ticket.status'] = $ticket->getStatus()->getCode();
$variables['ticket.priority'] = $ticket->getPriority()->getCode();
if($ticket->getSupportGroup())
$variables['ticket.group'] = $ticket->getSupportGroup()->getName();
else
$variables['ticket.group'] = '';
$variables['ticket.team'] = ($ticket->getSupportTeam() ? $ticket->getSupportTeam()->getName() : '');
$customer = $this->container->get('user.service')->getCustomerPartialDetailById($ticket->getCustomer()->getId());
$variables['ticket.customerName'] = $customer['name'];
$userService = $this->container->get('user.service');
$variables['ticket.agentName'] = '';
$variables['ticket.agentEmail'] = '';
if ($ticket->getAgent()) {
$agent = $this->container->get('user.service')->getAgentDetailById($ticket->getAgent()->getId());
if($agent) {
$variables['ticket.agentName'] = $agent['name'];
$variables['ticket.agentEmail'] = $agent['email'];
}
}
$router = $this->container->get('router');
if ($type == 'customer') {
$ticketListURL = $router->generate('helpdesk_member_ticket_collection', [
'id' => $ticket->getId(),
], UrlGeneratorInterface::ABSOLUTE_URL);
} else {
$ticketListURL = $router->generate('helpdesk_customer_ticket_collection', [
'id' => $ticket->getId(),
], UrlGeneratorInterface::ABSOLUTE_URL);
}
$variables['ticket.link'] = sprintf("<a href='%s'>#%s</a>", $ticketListURL, $ticket->getId());
return $variables;
}
public function paginateMembersTicketTypeCollection(Request $request)
{
// Get base query
$params = $request->query->all();
$ticketRepository = $this->entityManager->getRepository(Ticket::class);
$paginationQuery = $ticketRepository->prepareBasePaginationTicketTypesQuery($params);
// Apply Pagination
$paginationOptions = ['distinct' => true];
$pageNumber = !empty($params['page']) ? (int) $params['page'] : 1;
$itemsLimit = !empty($params['limit']) ? (int) $params['limit'] : $ticketRepository::DEFAULT_PAGINATION_LIMIT;
$pagination = $this->container->get('knp_paginator')->paginate($paginationQuery, $pageNumber, $itemsLimit, $paginationOptions);
// Process Pagination Response
$paginationParams = $pagination->getParams();
$paginationData = $pagination->getPaginationData();
$paginationParams['page'] = 'replacePage';
$paginationData['url'] = '#' . $this->container->get('uvdesk.service')->buildPaginationQuery($paginationParams);
return [
'types' => array_map(function ($ticketType) {
return [
'id' => $ticketType->getId(),
'code' => strtoupper($ticketType->getCode()),
'description' => $ticketType->getDescription(),
'isActive' => $ticketType->getIsActive(),
];
}, $pagination->getItems()),
'pagination_data' => $paginationData,
];
}
public function paginateMembersTagCollection(Request $request)
{
// Get base query
$params = $request->query->all();
$ticketRepository = $this->entityManager->getRepository(Ticket::class);
$baseQuery = $ticketRepository->prepareBasePaginationTagsQuery($params);
// Apply Pagination
$paginationResultsQuery = clone $baseQuery;
$paginationResultsQuery->select('COUNT(supportTag.id)');
$paginationQuery = $baseQuery->getQuery()->setHydrationMode(Query::HYDRATE_ARRAY)->setHint('knp_paginator.count', count($paginationResultsQuery->getQuery()->getResult()));
$paginationOptions = ['distinct' => true];
$pageNumber = !empty($params['page']) ? (int) $params['page'] : 1;
$itemsLimit = !empty($params['limit']) ? (int) $params['limit'] : $ticketRepository::DEFAULT_PAGINATION_LIMIT;
$pagination = $this->container->get('knp_paginator')->paginate($paginationQuery, $pageNumber, $itemsLimit, $paginationOptions);
// Process Pagination Response
$paginationParams = $pagination->getParams();
$paginationData = $pagination->getPaginationData();
$paginationParams['page'] = 'replacePage';
$paginationData['url'] = '#' . $this->container->get('uvdesk.service')->buildPaginationQuery($paginationParams);
if (in_array('UVDeskSupportCenterBundle', array_keys($this->container->getParameter('kernel.bundles')))) {
$articleRepository = $this->entityManager->getRepository(Article::class);
return [
'tags' => array_map(function ($supportTag) use ($articleRepository) {
return [
'id' => $supportTag['id'],
'name' => $supportTag['name'],
'ticketCount' => $supportTag['totalTickets'],
'articleCount' => $articleRepository->getTotalArticlesBySupportTag($supportTag['id']),
];
}, $pagination->getItems()),
'pagination_data' => $paginationData,
];
} else {
return [
'tags' => array_map(function ($supportTag) {
return [
'id' => $supportTag['id'],
'name' => $supportTag['name'],
'ticketCount' => $supportTag['totalTickets'],
];
}, $pagination->getItems()),
'pagination_data' => $paginationData,
];
}
}
public function getTicketInitialThreadDetails(Ticket $ticket)
{
$initialThread = $this->entityManager->getRepository(Thread::class)->findOneBy([
'ticket' => $ticket,
'threadType' => 'create',
]);
if (!empty($initialThread)) {
$author = $initialThread->getUser();
$authorInstance = 'agent' == $initialThread->getCreatedBy() ? $author->getAgentInstance() : $author->getCustomerInstance();
$threadDetails = [
'id' => $initialThread->getId(),
'source' => $initialThread->getSource(),
'messageId' => $initialThread->getMessageId(),
'threadType' => $initialThread->getThreadType(),
'createdBy' => $initialThread->getCreatedBy(),
'message' => html_entity_decode($initialThread->getMessage()),
'attachments' => $initialThread->getAttachments(),
'timestamp' => $initialThread->getCreatedAt()->getTimestamp(),
'createdAt' => $initialThread->getCreatedAt()->format('d-m-Y h:ia'),
'user' => $authorInstance->getPartialDetails(),
'cc' => is_array($initialThread->getCc()) ? implode(', ', $initialThread->getCc()) : '',
];
$attachments = $threadDetails['attachments']->getValues();
if (!empty($attachments)) {
$uvdeskFileSystemService = $this->container->get('uvdesk.core.file_system.service');
$threadDetails['attachments'] = array_map(function ($attachment) use ($uvdeskFileSystemService) {
return $uvdeskFileSystemService->getFileTypeAssociations($attachment);
}, $attachments);
}
}
return $threadDetails ?? null;
}
public function getCreateReply($ticketId, $firewall = 'member')
{
$qb = $this->entityManager->createQueryBuilder();
$qb->select("th,a,u.id as userId")->from(Thread::class, 'th')
->leftJoin('th.ticket','t')
->leftJoin('th.attachments', 'a')
->leftJoin('th.user','u')
->andWhere('t.id = :ticketId')
->andWhere('th.threadType = :threadType')
->setParameter('threadType','create')
->setParameter('ticketId',$ticketId)
->orderBy('th.id', 'DESC')
->getMaxResults(1);
$threadResponse = $qb->getQuery()->getArrayResult();
if((!empty($threadResponse[0][0]))) {
$threadDetails = $threadResponse[0][0];
$userService = $this->container->get('user.service');
if ($threadDetails['createdBy'] == 'agent') {
$threadDetails['user'] = $userService->getAgentDetailById($threadResponse[0]['userId']);
} else {
$threadDetails['user'] = $userService->getCustomerPartialDetailById($threadResponse[0]['userId']);
}
$threadDetails['reply'] = html_entity_decode($threadDetails['message']);
$threadDetails['formatedCreatedAt'] = $this->timeZoneConverter($threadDetails['createdAt']);
$threadDetails['timestamp'] = $userService->convertToDatetimeTimezoneTimestamp($threadDetails['createdAt']);
if (!empty($threadDetails['attachments'])) {
$entityManager = $this->entityManager;
$uvdeskFileSystemService = $this->container->get('uvdesk.core.file_system.service');
$threadDetails['attachments'] = array_map(function ($attachment) use ($entityManager, $uvdeskFileSystemService, $firewall) {
$attachmentReferenceObject = $entityManager->getReference(Attachment::class, $attachment['id']);
return $uvdeskFileSystemService->getFileTypeAssociations($attachmentReferenceObject, $firewall);
}, $threadDetails['attachments']);
}
}
return $threadDetails ?? null;
}
public function hasAttachments($ticketId) {
$qb = $this->entityManager->createQueryBuilder();
$qb->select("DISTINCT COUNT(a.id) as attachmentCount")->from(Thread::class, 'th')
->leftJoin('th.ticket','t')
->leftJoin('th.attachments','a')
->andWhere('t.id = :ticketId')
->setParameter('ticketId',$ticketId);
return intval($qb->getQuery()->getSingleScalarResult());
}
public function getAgentDraftReply()
{
$signature = $this->getUser()->getAgentInstance()->getSignature();
return str_replace( "\n", '<br/>', $signature);
}
public function trans($text)
{
return $this->container->get('translator')->trans($text);
}
public function getAllSources()
{
$sources = ['email' => 'Email', 'website' => 'Website'];
return $sources;
}
public function getCustomLabelDetails($container)
{
$currentUser = $container->get('user.service')->getCurrentUser();
$qb = $this->entityManager->createQueryBuilder();
$qb->select('COUNT(DISTINCT t) as ticketCount,sl.id')->from(Ticket::class, 't')
->leftJoin('t.supportLabels','sl')
->andwhere('sl.user = :userId')
->setParameter('userId', $currentUser->getId())
->groupBy('sl.id');
$ticketCountResult = $qb->getQuery()->getResult();
$data = array();
$qb = $this->entityManager->createQueryBuilder();
$qb->select('sl.id,sl.name,sl.colorCode')->from(SupportLabel::class, 'sl')
->andwhere('sl.user = :userId')
->setParameter('userId', $currentUser->getId());
$labels = $qb->getQuery()->getResult();
foreach ($labels as $key => $label) {
$labels[$key]['count'] = 0;
foreach ($ticketCountResult as $ticketCount) {
if(($label['id'] == $ticketCount['id']))
$labels[$key]['count'] = $ticketCount['ticketCount'] ?: 0;
}
}
return $labels;
}
public function getLabels($request = null)
{
static $labels;
if (null !== $labels)
return $labels;
$qb = $this->entityManager->createQueryBuilder();
$qb->select('sl')->from(SupportLabel::class, 'sl')
->andwhere('sl.user = :userId')
->setParameter('userId', $this->getUser()->getId());
if($request) {
$qb->andwhere("sl.name LIKE :labelName");
$qb->setParameter('labelName', '%'.urldecode($request->query->get('query')).'%');
}
return $labels = $qb->getQuery()->getArrayResult();
}
public function getTicketCollaborators($ticketId)
{
$qb = $this->entityManager->createQueryBuilder();
$qb->select("DISTINCT c.id, c.email, CONCAT(c.firstName,' ', c.lastName) AS name, userInstance.profileImagePath, userInstance.profileImagePath as smallThumbnail")->from(Ticket::class, 't')
->leftJoin('t.collaborators', 'c')
->leftJoin('c.userInstance', 'userInstance')
->andwhere('t.id = :ticketId')
->andwhere('userInstance.supportRole = :roles')
->setParameter('ticketId', $ticketId)
->setParameter('roles', 4)
->orderBy('name','ASC');
return $qb->getQuery()->getArrayResult();
}
public function getTicketTagsById($ticketId)
{
$qb = $this->entityManager->createQueryBuilder();
$qb->select('tg')->from(Tag::class, 'tg')
->leftJoin('tg.tickets' ,'t')
->andwhere('t.id = :ticketId')
->setParameter('ticketId', $ticketId);
return $qb->getQuery()->getArrayResult();
}
public function getTicketLabels($ticketId)
{
$qb = $this->entityManager->createQueryBuilder();
$qb->select('DISTINCT sl.id,sl.name,sl.colorCode')->from(Ticket::class, 't')
->leftJoin('t.supportLabels','sl')
->leftJoin('sl.user','slu')
->andWhere('slu.id = :userId')
->andWhere('t.id = :ticketId')
->setParameter('userId', $this->getUser()->getId())
->setParameter('ticketId', $ticketId);
$result = $qb->getQuery()->getResult();
return $result ? $result : [];
}
public function getUserLabels()
{
$qb = $this->entityManager->createQueryBuilder();
$qb->select('sl')->from(SupportLabel::class, 'sl')
->leftJoin('sl.user','slu')
->andWhere('slu.id = :userId')
->setParameter('userId', $this->getUser()->getId());
$result = $qb->getQuery()->getResult();
return $result ? $result : [];
}
public function getTicketLabelsAll($ticketId)
{
$qb = $this->entityManager->createQueryBuilder();
$qb->select('DISTINCT sl.id,sl.name,sl.colorCode')->from(Ticket::class, 't')
->leftJoin('t.supportLabels','sl')
->andWhere('t.id = :ticketId')
->setParameter('ticketId', $ticketId);
$result = $qb->getQuery()->getResult();
return $result ? $result : [];
}
public function getManualWorkflow()
{
$preparedResponseIds = [];
$groupIds = [];
$teamIds = [];
$userId = $this->container->get('user.service')->getCurrentUser()->getAgentInstance()->getId();
$preparedResponseRepo = $this->entityManager->getRepository(PreparedResponses::class)->findAll();
foreach ($preparedResponseRepo as $pr) {
if ($userId == $pr->getUser()->getId()) {
//Save the ids of the saved reply.
array_push($preparedResponseIds, (int)$pr->getId());
}
}
// Get the ids of the Group(s) the current user is associated with.
$query = "select * from uv_user_support_groups where userInstanceId =".$userId;
$connection = $this->entityManager->getConnection();
$stmt = $connection->prepare($query);
$stmt->execute();
$result = $stmt->fetchAll();
foreach ($result as $row) {
array_push($groupIds, $row['supportGroupId']);
}
// Get all the saved reply's ids that is associated with the user's group(s).
$query = "select * from uv_prepared_response_support_groups";
$stmt = $connection->prepare($query);
$stmt->execute();
$result = $stmt->fetchAll();
foreach ($result as $row) {
if (in_array($row['group_id'], $groupIds)) {
array_push($preparedResponseIds, (int) $row['savedReply_id']);
}
}
// Get the ids of the Team(s) the current user is associated with.
$query = "select * from uv_user_support_teams";
$connection = $this->entityManager->getConnection();
$stmt = $connection->prepare($query);
$stmt->execute();
$result = $stmt->fetchAll();
foreach($result as $row) {
if ($row['userInstanceId'] == $userId) {
array_push($teamIds, $row['supportTeamId']);
}
}
$query = "select * from uv_prepared_response_support_teams";
$stmt = $connection->prepare($query);
$stmt->execute();
$result = $stmt->fetchAll();
foreach ($result as $row) {
if (in_array($row['subgroup_id'], $teamIds)) {
array_push($preparedResponseIds, (int)$row['savedReply_id']);
}
}
$qb = $this->entityManager->createQueryBuilder();
$qb->select('DISTINCT mw')
->from(PreparedResponses::class, 'mw')
->where('mw.status = 1')
->andWhere('mw.id IN (:ids)')
->setParameter('ids', $preparedResponseIds);
return $qb->getQuery()->getResult();
}
public function getSavedReplies()
{
$savedReplyIds = [];
$groupIds = [];
$teamIds = [];
$userId = $this->container->get('user.service')->getCurrentUser()->getAgentInstance()->getId();
$savedReplyRepo = $this->entityManager->getRepository(SavedReplies::class)->findAll();
foreach ($savedReplyRepo as $sr) {
if ($userId == $sr->getUser()->getId()) {
//Save the ids of the saved reply.
array_push($savedReplyIds, (int)$sr->getId());
}
}
// Get the ids of the Group(s) the current user is associated with.
$query = "select * from uv_user_support_groups where userInstanceId =".$userId;
$connection = $this->entityManager->getConnection();
$stmt = $connection->prepare($query);
$stmt->execute();
$result = $stmt->fetchAll();
foreach ($result as $row) {
array_push($groupIds, $row['supportGroupId']);
}
// Get all the saved reply's ids that is associated with the user's group(s).
$query = "select * from uv_saved_replies_groups";
$stmt = $connection->prepare($query);
$stmt->execute();
$result = $stmt->fetchAll();
foreach ($result as $row) {
if (in_array($row['group_id'], $groupIds)) {
array_push($savedReplyIds, (int) $row['savedReply_id']);
}
}
// Get the ids of the Team(s) the current user is associated with.
$query = "select * from uv_user_support_teams";
$connection = $this->entityManager->getConnection();
$stmt = $connection->prepare($query);
$stmt->execute();
$result = $stmt->fetchAll();
foreach($result as $row) {
if ($row['userInstanceId'] == $userId) {
array_push($teamIds, $row['supportTeamId']);
}
}
$query = "select * from uv_saved_replies_teams";
$stmt = $connection->prepare($query);
$stmt->execute();
$result = $stmt->fetchAll();
foreach ($result as $row) {
if (in_array($row['subgroup_id'], $teamIds)) {
array_push($savedReplyIds, (int)$row['savedReply_id']);
}
}
$qb = $this->entityManager->createQueryBuilder();
$qb->select('DISTINCT sr')
->from(SavedReplies::class, 'sr')
->Where('sr.id IN (:ids)')
->setParameter('ids', $savedReplyIds);
return $qb->getQuery()->getResult();
}
public function getPriorities()
{
static $priorities;
if (null !== $priorities)
return $priorities;
$qb = $this->entityManager->createQueryBuilder();
$qb->select('tp')->from(TicketPriority::class, 'tp');
return $priorities = $qb->getQuery()->getArrayResult();
}
public function getTicketLastThread($ticketId)
{
$qb = $this->entityManager->createQueryBuilder();
$qb->select("th")->from(Thread::class, 'th')
->leftJoin('th.ticket','t')
->andWhere('t.id = :ticketId')
->setParameter('ticketId',$ticketId)
->orderBy('th.id', 'DESC');
return $qb->getQuery()->setMaxResults(1)->getSingleResult();
}
public function getlastReplyAgentName($ticketId)
{
$qb = $this->entityManager->createQueryBuilder();
$qb->select("u.id,CONCAT(u.firstName,' ', u.lastName) AS name,u.firstName")->from(Thread::class, 'th')
->leftJoin('th.ticket','t')
->leftJoin('th.user', 'u')
->leftJoin('u.userInstance', 'userInstance')
->andwhere('userInstance.supportRole != :roles')
->andWhere('t.id = :ticketId')
->andWhere('th.threadType = :threadType')
->setParameter('threadType','reply')
->andWhere('th.createdBy = :createdBy')
->setParameter('createdBy','agent')
->setParameter('ticketId',$ticketId)
->setParameter('roles', 4)
->orderBy('th.id', 'DESC');
$result = $qb->getQuery()->setMaxResults(1)->getResult();
return $result ? $result[0] : null;
}
public function getLastReply($ticketId, $userType = null)
{
$queryBuilder = $this->entityManager->createQueryBuilder();
$queryBuilder->select("th, a, u.id as userId")
->from(Thread::class, 'th')
->leftJoin('th.ticket','t')
->leftJoin('th.attachments', 'a')
->leftJoin('th.user','u')
->andWhere('t.id = :ticketId')
->andWhere('th.threadType = :threadType')
->setParameter('threadType','reply')
->setParameter('ticketId',$ticketId)
->orderBy('th.id', 'DESC')
->getMaxResults(1);
if (!empty($userType)) {
$queryBuilder->andWhere('th.createdBy = :createdBy')->setParameter('createdBy', $userType);
}
$threadResponse = $queryBuilder->getQuery()->getArrayResult();
if (!empty($threadResponse[0][0])) {
$threadDetails = $threadResponse[0][0];
$userService = $this->container->get('user.service');
if ($threadDetails['createdBy'] == 'agent') {
$threadDetails['user'] = $userService->getAgentDetailById($threadResponse[0]['userId']);
} else {
$threadDetails['user'] = $userService->getCustomerPartialDetailById($threadResponse[0]['userId']);
}
$threadDetails['reply'] = html_entity_decode($threadDetails['message']);
$threadDetails['formatedCreatedAt'] = $this->timeZoneConverter($threadDetails['createdAt']);
$threadDetails['timestamp'] = $userService->convertToDatetimeTimezoneTimestamp($threadDetails['createdAt']);
if (!empty($threadDetails['attachments'])) {
$entityManager = $this->entityManager;
$uvdeskFileSystemService = $this->container->get('uvdesk.core.file_system.service');
$threadDetails['attachments'] = array_map(function ($attachment) use ($entityManager, $uvdeskFileSystemService) {
$attachmentReferenceObject = $this->entityManager->getReference(Attachment::class, $attachment['id']);
return $uvdeskFileSystemService->getFileTypeAssociations($attachmentReferenceObject);
}, $threadDetails['attachments']);
}
}
return $threadDetails ?? null;
}
public function getSavedReplyContent($savedReplyId, $ticketId)
{
$ticket = $this->entityManager->getRepository(Ticket::class)->find($ticketId);
$savedReply = $this->entityManager->getRepository(SavedReplies::class)->findOneById($savedReplyId);
$emailPlaceholders = $this->getSavedReplyPlaceholderValues($ticket, 'customer');
return $this->container->get('email.service')->processEmailContent($savedReply->getMessage(), $emailPlaceholders, true);
}
public function getSavedReplyPlaceholderValues($ticket, $type = "customer")
{
$variables = array();
$variables['ticket.id'] = $ticket->getId();
$variables['ticket.subject'] = $ticket->getSubject();
$variables['ticket.status'] = $ticket->getStatus()->getCode();
$variables['ticket.priority'] = $ticket->getPriority()->getCode();
if($ticket->getSupportGroup())
$variables['ticket.group'] = $ticket->getSupportGroup()->getName();
else
$variables['ticket.group'] = '';
$variables['ticket.team'] = ($ticket->getSupportTeam() ? $ticket->getSupportTeam()->getName() : '');
$customer = $this->container->get('user.service')->getCustomerPartialDetailById($ticket->getCustomer()->getId());
$variables['ticket.customerName'] = $customer['name'];
$variables['ticket.customerEmail'] = $customer['email'];
$userService = $this->container->get('user.service');
$variables['ticket.agentName'] = '';
$variables['ticket.agentEmail'] = '';
if ($ticket->getAgent()) {
$agent = $this->container->get('user.service')->getAgentDetailById($ticket->getAgent()->getId());
if($agent) {
$variables['ticket.agentName'] = $agent['name'];
$variables['ticket.agentEmail'] = $agent['email'];
}
}
$router = $this->container->get('router');
if ($type == 'customer') {
$ticketListURL = $router->generate('helpdesk_customer_ticket_collection', [
'id' => $ticket->getId(),
], UrlGeneratorInterface::ABSOLUTE_URL);
} else {
$ticketListURL = $router->generate('helpdesk_member_ticket_collection', [
'id' => $ticket->getId(),
], UrlGeneratorInterface::ABSOLUTE_URL);
}
$variables['ticket.link'] = sprintf("<a href='%s'>#%s</a>", $ticketListURL, $ticket->getId());
return $variables;
}
public function isEmailBlocked($email, $website)
{
$flag = false;
$email = strtolower($email);
$knowlegeBaseWebsite = $this->entityManager->getRepository(KnowledgebaseWebsite::class)->findOneBy(['website' => $website->getId(), 'isActive' => 1]);
$list = $this->container->get('user.service')->getWebsiteSpamDetails($knowlegeBaseWebsite);
// Blacklist
if (!empty($list['blackList']['email']) && in_array($email, $list['blackList']['email'])) {
// Emails
$flag = true;
} elseif (!empty($list['blackList']['domain'])) {
// Domains
foreach ($list['blackList']['domain'] as $domain) {
if (strpos($email, $domain)) {
$flag = true;
break;
}
}
}
// Whitelist
if ($flag) {
if (isset($email, $list['whiteList']['email']) && in_array($email, $list['whiteList']['email'])) {
// Emails
return false;
} elseif (isset($list['whiteList']['domain'])) {
// Domains
foreach ($list['whiteList']['domain'] as $domain) {
if (strpos($email, $domain)) {
$flag = false;
}
}
}
}
return $flag;
}
public function timeZoneConverter($dateFlag)
{
$website = $this->entityManager->getRepository(Website::class)->findOneBy(['code' => 'Knowledgebase']);
$timeZone = $website->getTimezone();
$timeFormat = $website->getTimeformat();
$activeUser = $this->container->get('user.service')->getSessionUser();
$agentTimeZone = !empty($activeUser) ? $activeUser->getTimezone() : null;
$agentTimeFormat = !empty($activeUser) ? $activeUser->getTimeformat() : null;
$parameterType = gettype($dateFlag);
if($parameterType == 'string'){
if(is_null($agentTimeZone) && is_null($agentTimeFormat)){
if(is_null($timeZone) && is_null($timeFormat)){
$datePattern = date_create($dateFlag);
return date_format($datePattern,'d-m-Y h:ia');
} else {
$dateFlag = new \DateTime($dateFlag);
$datePattern = $dateFlag->setTimezone(new \DateTimeZone($timeZone));
return date_format($datePattern, $timeFormat);
}
} else {
$dateFlag = new \DateTime($dateFlag);
$datePattern = $dateFlag->setTimezone(new \DateTimeZone($agentTimeZone));
return date_format($datePattern, $agentTimeFormat);
}
} else {
if(is_null($agentTimeZone) && is_null($agentTimeFormat)){
if(is_null($timeZone) && is_null($timeFormat)){
return date_format($dateFlag,'d-m-Y h:ia');
} else {
$datePattern = $dateFlag->setTimezone(new \DateTimeZone($timeZone));
return date_format($datePattern, $timeFormat);
}
} else {
$datePattern = $dateFlag->setTimezone(new \DateTimeZone($agentTimeZone));
return date_format($datePattern, $agentTimeFormat);
}
}
}
public function fomatTimeByPreference($dbTime,$timeZone,$timeFormat,$agentTimeZone,$agentTimeFormat)
{
if(is_null($agentTimeZone) && is_null($agentTimeFormat)) {
if(is_null($timeZone) && is_null($timeFormat)){
$dateTimeZone = $dbTime;
$timeFormatString = 'd-m-Y h:ia';
} else {
$dateTimeZone = $dbTime->setTimezone(new \DateTimeZone($timeZone));
$timeFormatString = $timeFormat;
}
} else {
$dateTimeZone = $dbTime->setTimezone(new \DateTimeZone($agentTimeZone));
$timeFormatString = $agentTimeFormat;
}
$time['dateTimeZone'] = $dateTimeZone;
$time['timeFormatString'] = $timeFormatString;
return $time;
}
public function isTicketAccessGranted(Ticket $ticket, User $user = null, $firewall = 'members')
{
// @TODO: Take current firewall into consideration (access check on behalf of agent/customer)
if (empty($user)) {
$user = $this->container->get('user.service')->getSessionUser();
}
if (empty($user)) {
return false;
} else {
$agentInstance = $user->getAgentInstance();
if (empty($agentInstance)) {
return false;
}
}
if ($agentInstance->getSupportRole()->getId() == 3 && in_array($agentInstance->getTicketAccessLevel(), [2, 3, 4])) {
$accessLevel = $agentInstance->getTicketAccessLevel();
// Check if user has been given inidividual access
if ($ticket->getAgent() != null && $ticket->getAgent()->getId() == $user->getId()) {
return true;
}
if ($accessLevel == 2 || $accessLevel == 3) {
// Check if user belongs to a support team assigned to ticket
$teamReferenceIds = array_map(function ($team) { return $team->getId(); }, $agentInstance->getSupportTeams()->toArray());
if ($ticket->getSupportTeam() != null && in_array($ticket->getSupportTeam()->getId(), $teamReferenceIds)) {
return true;
} else if ($accessLevel == 2) {
// Check if user belongs to a support group assigned to ticket
$groupReferenceIds = array_map(function ($group) { return $group->getId(); }, $agentInstance->getSupportGroups()->toArray());
if ($ticket->getSupportGroup() != null && in_array($ticket->getSupportGroup()->getId(), $groupReferenceIds)) {
return true;
}
}
}
return false;
}
return true;
}
public function addTicketCustomFields($thread, $submittedCustomFields = [], $uploadedFilesCollection = [])
{
$customFieldsService = null;
$customFieldsEntityReference = null;
if ($this->userService->isfileExists('apps/uvdesk/custom-fields')) {
$customFieldsService = $this->container->get('uvdesk_package_custom_fields.service');
$customFieldsEntityReference = UVDeskCommunityPackages\CustomFields\Entity\CustomFields::class;
$customFieldValuesEntityReference = UVDeskCommunityPackages\CustomFields\Entity\CustomFieldsValues::class;
$ticketCustomFieldValuesEntityReference = UVDeskCommunityPackages\CustomFields\Entity\TicketCustomFieldsValues::class;
} else if ($this->userService->isfileExists('apps/uvdesk/form-component')) {
$customFieldsService = $this->container->get('uvdesk_package_form_component.service');
$customFieldsEntityReference = UVDeskCommunityPackages\FormComponent\Entity\CustomFields::class;
$customFieldValuesEntityReference = UVDeskCommunityPackages\FormComponent\Entity\CustomFieldsValues::class;
$ticketCustomFieldValuesEntityReference = UVDeskCommunityPackages\FormComponent\Entity\TicketCustomFieldsValues::class;
} else {
return;
}
$ticket = $thread->getTicket();
$customFieldsCollection = $this->entityManager->getRepository($customFieldsEntityReference)->findAll();
$customFieldValuesEntityRepository = $this->entityManager->getRepository($customFieldValuesEntityReference);
foreach ($customFieldsCollection as $customFields) {
if (in_array($customFields->getFieldType(), ['select', 'checkbox', 'radio']) && !count($customFields->getCustomFieldValues())) {
continue;
}
if (
!empty($submittedCustomFields)
&& $customFields->getFieldType() != 'file'
&& isset($submittedCustomFields[$customFields->getId()])
) {
// Check if custom field dependency criterias are fullfilled
if (
count($customFields->getCustomFieldsDependency())
&& !in_array($ticket->getType(), $customFields->getCustomFieldsDependency()->toArray())
) {
continue;
}
// Save ticket custom fields
$ticketCustomField = new $ticketCustomFieldValuesEntityReference();
$ticketCustomField
->setTicket($ticket)
->setTicketCustomFieldsValues($customFields)
->setValue(json_encode($submittedCustomFields[$customFields->getId()]))
;
if (in_array($customFields->getFieldType(), ['select', 'checkbox', 'radio'])) {
// Add custom field values mapping too
if (is_array($submittedCustomFields[$customFields->getId()])) {
foreach ($submittedCustomFields[$customFields->getId()] as $value) {
$ticketCustomFieldValues = $customFieldValuesEntityRepository->findOneBy([
'id' => $value,
'customFields' => $customFields,
]);
if (!empty($ticketCustomFieldValues)) {
$ticketCustomField
->setTicketCustomFieldValueValues($ticketCustomFieldValues)
;
}
}
} else {
$ticketCustomFieldValues = $customFieldValuesEntityRepository->findOneBy([
'id' => $submittedCustomFields[$customFields->getId()],
'customFields' => $customFields,
]);
if (!empty($ticketCustomFieldValues)) {
$ticketCustomField
->setTicketCustomFieldValueValues($ticketCustomFieldValues)
;
}
}
}
$this->entityManager->persist($ticketCustomField);
$this->entityManager->flush();
} else if (
!empty($uploadedFilesCollection)
&& isset($uploadedFilesCollection[$customFields->getId()])
) {
// Upload files
$path = '/custom-fields/ticket/' . $ticket->getId() . '/';
$fileNames = $this->fileUploadService->uploadFile($uploadedFilesCollection[$customFields->getid()], $path, true);
if (!empty($fileNames)) {
// Save files entry to attachment table
try {
$newFilesNames = $customFieldsService->addFilesEntryToAttachmentTable([$fileNames], $thread);
foreach ($newFilesNames as $value) {
// Save ticket custom fields
$ticketCustomField = new $ticketCustomFieldValuesEntityReference();
$ticketCustomField
->setTicket($ticket)
->setTicketCustomFieldsValues($customFields)
->setValue(json_encode([
'name' => $value['name'],
'path' => $value['path'],
'id' => $value['id'],
]))
;
$this->entityManager->persist($ticketCustomField);
$this->entityManager->flush();
}
} catch (\Exception $e) {
// @TODO: Log execption message
}
}
}
}
}
// return attachemnt for initial thread
public function getInitialThread($ticketId)
{
$firstThread = null;
$intialThread = $this->entityManager->getRepository(Thread::class)->findBy(['ticket'=>$ticketId]);
foreach ($intialThread as $key => $value) {
if ($value->getThreadType() == "create"){
$firstThread = $value;
}
}
return $firstThread;
}
}

vendor/uvdesk/core-framework/Services/TicketService.php line 760