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;
  36. public function __construct(
  37. ContainerInterface $container,
  38. RequestStack $requestStack,
  39. EntityManagerInterface $entityManager,
  40. FileUploadService $fileUploadService,
  41. UserService $userService,
  42. MailboxService $mailboxService,
  43. TranslatorInterface $translator
  44. ) {
  45. $this->container = $container;
  46. $this->requestStack = $requestStack;
  47. $this->entityManager = $entityManager;
  48. $this->fileUploadService = $fileUploadService;
  49. $this->userService = $userService;
  50. $this->mailboxService = $mailboxService;
  51. $this->translator = $translator;
  52. }
  54. public function getAllMailboxes()
  55. {
  56. $mailboxConfiguration = $this->mailboxService->parseMailboxConfigurations();
  58. $collection = array_map(function ($mailbox) {
  59. return [
  60. 'id' => $mailbox->getId(),
  61. 'name' => $mailbox->getName(),
  62. 'isEnabled' => $mailbox->getIsEnabled(),
  63. 'email' => $mailbox->getImapConfiguration()->getUsername(),
  64. ];
  65. }, array_values($mailboxConfiguration->getMailboxes()));
  67. return ($collection ?? []);
  68. }
  70. public function generateRandomEmailReferenceId()
  71. {
  72. $emailDomain = null;
  73. $mailbox = $this->mailboxService->parseMailboxConfigurations()->getDefaultMailbox();
  75. if (!empty($mailbox)) {
  76. $smtpConfiguration = $mailbox->getSmtpConfiguration();
  78. if (!empty($smtpConfiguration)) {
  79. $emailDomain = substr($smtpConfiguration->getUsername(), strpos($smtpConfiguration->getUsername(), '@'));
  80. }
  81. }
  83. if (!empty($emailDomain)) {
  84. return sprintf("<%s%s>", TokenGenerator::generateToken(20, '0123456789abcdefghijklmnopqrstuvwxyz'), $emailDomain);
  85. }
  87. return null;
  88. }
  90. // @TODO: Refactor this out of this service. Use UserService::getSessionUser() instead.
  91. public function getUser()
  92. {
  93. return $this->container->get('user.service')->getCurrentUser();
  94. }
  96. public function getDefaultType()
  97. {
  98. $typeCode = $this->container->getParameter('uvdesk.default.ticket.type');
  99. $ticketType = $this->entityManager->getRepository(CoreFrameworkEntity\TicketType::class)->findOneByCode($typeCode);
  101. return !empty($ticketType) ? $ticketType : null;
  102. }
  104. public function getDefaultStatus()
  105. {
  106. $statusCode = $this->container->getParameter('uvdesk.default.ticket.status');
  107. $ticketStatus = $this->entityManager->getRepository(CoreFrameworkEntity\TicketStatus::class)->findOneByCode($statusCode);
  109. return !empty($ticketStatus) ? $ticketStatus : null;
  110. }
  112. public function getUserPresenceStatus()
  113. {
  114. $presenceStatus = $this->entityManager->getRepository(CoreFrameworkEntity\Website::class)->findOneById(1);
  116. return !empty($presenceStatus) ? $presenceStatus->getDisplayUserPresenceIndicator() : null;
  117. }
  119. public function getDefaultPriority()
  120. {
  121. $priorityCode = $this->container->getParameter('uvdesk.default.ticket.priority');
  122. $ticketPriority = $this->entityManager->getRepository(CoreFrameworkEntity\TicketPriority::class)->findOneByCode($priorityCode);
  124. return !empty($ticketPriority) ? $ticketPriority : null;
  125. }
  127. public function appendTwigSnippet($snippet = '')
  128. {
  129. switch ($snippet) {
  130. case 'createMemberTicket':
  131. return $this->getMemberCreateTicketSnippet();
  132. break;
  133. default:
  134. break;
  135. }
  137. return '';
  138. }
  140. public function getMemberCreateTicketSnippet()
  141. {
  142. $twigTemplatingEngine = $this->container->get('twig');
  143. $ticketTypeCollection = $this->entityManager->getRepository(CoreFrameworkEntity\TicketType::class)->findByIsActive(true);
  145. try {
  146. if ($this->userService->isFileExists('apps/uvdesk/custom-fields')) {
  147. $headerCustomFields = $this->container->get('uvdesk_package_custom_fields.service')->getCustomFieldsArray('user');
  148. } else if ($this->userService->isFileExists('apps/uvdesk/form-component')) {
  149. $headerCustomFields = $this->container->get('uvdesk_package_form_component.service')->getCustomFieldsArray('user');
  150. }
  151. } catch (\Exception $e) {
  152. // @TODO: Log exception message
  153. }
  155. return $twigTemplatingEngine->render('@UVDeskCoreFramework/Snippets/createMemberTicket.html.twig', [
  156. 'ticketTypeCollection' => $ticketTypeCollection,
  157. 'headerCustomFields' => $headerCustomFields ?? null,
  158. ]);
  159. }
  161. public function getCustomerCreateTicketCustomFieldSnippet()
  162. {
  163. try {
  164. if ($this->userService->isFileExists('apps/uvdesk/custom-fields')) {
  165. $customFields = $this->container->get('uvdesk_package_custom_fields.service')->getCustomFieldsArray('customer');
  166. } else if ($this->userService->isFileExists('apps/uvdesk/form-component')) {
  167. $customFields = $this->container->get('uvdesk_package_form_component.service')->getCustomFieldsArray('customer');
  168. }
  169. } catch (\Exception $e) {
  170. // @TODO: Log exception message
  171. }
  173. return $customFields ?? null;
  174. }
  176. public function createTicket(array $params = [])
  177. {
  178. $thread = $this->entityManager->getRepository(CoreFrameworkEntity\Thread::class)->findOneByMessageId($params['messageId']);
  180. if (empty($thread)) {
  181. $user = $this->entityManager->getRepository(CoreFrameworkEntity\User::class)->findOneByEmail($params['from']);
  183. if (empty($user) || null == $user->getCustomerInstance()) {
  184. $role = $this->entityManager->getRepository(CoreFrameworkEntity\SupportRole::class)->findOneByCode($params['role']);
  186. if (empty($role)) {
  187. throw new \Exception("The requested role '" . $params['role'] . "' does not exist.");
  188. }
  190. // Create CoreFrameworkEntity\User Instance
  191. $user = $this->container->get('user.service')->createUserInstance($params['from'], $params['name'], $role, [
  192. 'source' => strtolower($params['source']),
  193. 'active' => true,
  194. ]);
  195. }
  197. $params['role'] = 4;
  198. $params['mailboxEmail'] = current($params['replyTo']);
  199. $params['customer'] = $params['user'] = $user;
  202. return $this->createTicketBase($params);
  203. }
  205. return;
  206. }
  208. public function getDemanedFilterOptions($filterType, $ids)
  209. {
  210. $qb = $this->entityManager->createQueryBuilder();
  211. switch ($filterType) {
  212. case 'agent':
  213. $qb->select("u.id,u.email,CONCAT(u.firstName,' ', u.lastName) AS name")->from(CoreFrameworkEntity\User::class, 'u')
  214. ->leftJoin(CoreFrameworkEntity\UserInstance::class, 'ud', 'WITH', 'u.id = ud.user')
  215. ->where('ud.supportRole != :roles')
  216. ->andwhere('ud.isActive = 1')
  217. ->andwhere('u.id IN (:ids)')
  218. ->setParameter('roles', 4)
  219. ->setParameter('ids', $ids)
  220. ->orderBy('name', 'ASC');
  222. return $qb->getQuery()->getArrayResult();
  223. case 'customer':
  224. $qb->select("c.id,c.email,CONCAT(c.firstName,' ', c.lastName) AS name")->from(CoreFrameworkEntity\User::class, 'c')
  225. ->leftJoin(CoreFrameworkEntity\UserInstance::class, 'ud', 'WITH', 'c.id = ud.user')
  226. ->where('ud.supportRole = :roles')
  227. ->andwhere('ud.isActive = 1')
  228. ->andwhere('c.id IN (:ids)')
  229. ->setParameter('roles', 4)
  230. ->setParameter('ids', $ids)
  231. ->orderBy('name', 'ASC');
  233. return $qb->getQuery()->getArrayResult();
  234. case 'group':
  235. $qb->select("ug.id,ug.description")->from(CoreFrameworkEntity\SupportGroup::class, 'ug')
  236. ->andwhere('ug.isEnabled = 1')
  237. ->andwhere('ug.id IN (:ids)')
  238. ->setParameter('ids', $ids)
  239. ->orderBy('ug.description', 'ASC');
  241. return $qb->getQuery()->getArrayResult();
  242. case 'team':
  243. $qb->select("usg.id,usg.description")->from(CoreFrameworkEntity\SupportTeam::class, 'usg')
  244. ->andwhere('usg.isActive = 1')
  245. ->andwhere('usg.id IN (:ids)')
  246. ->setParameter('ids', $ids)
  247. ->orderBy('usg.description', 'ASC');
  249. return $qb->getQuery()->getArrayResult();
  250. case 'tag':
  251. $qb->select("t.id,t.name")->from(CoreFrameworkEntity\Tag::class, 't')
  252. ->andwhere('t.id IN (:ids)')
  253. ->setParameter('ids', $ids)
  254. ->orderBy('t.name', 'ASC');
  256. return $qb->getQuery()->getArrayResult();
  257. }
  258. }
  260. public function createTicketBase(array $ticketData = [])
  261. {
  262. if ('email' == $ticketData['source']) {
  263. try {
  264. if (array_key_exists('UVDeskMailboxBundle', $this->container->getParameter('kernel.bundles'))) {
  265. $mailbox = $this->mailboxService->getMailboxByEmail($ticketData['mailboxEmail']);
  266. $ticketData['mailboxEmail'] = $mailbox['email'];
  267. }
  268. } catch (\Exception $e) {
  269. // No mailbox found for this email. Skip ticket creation.
  270. return $e->getMessage();
  271. }
  272. }
  274. // Set Defaults
  275. $ticketType = !empty($ticketData['type']) ? $ticketData['type'] : $this->getDefaultType();
  276. $ticketStatus = !empty($ticketData['status']) ? $ticketData['status'] : $this->getDefaultStatus();
  277. $ticketPriority = !empty($ticketData['priority']) ? $ticketData['priority'] : $this->getDefaultPriority();
  279. if ('email' == $ticketData['source']) {
  280. $ticketMessageId = !empty($ticketData['messageId']) ? $ticketData['messageId'] : null;
  281. } else {
  282. $ticketMessageId = $this->generateRandomEmailReferenceId();
  283. }
  285. $ticketData['type'] = $ticketType;
  286. $ticketData['status'] = $ticketStatus;
  287. $ticketData['priority'] = $ticketPriority;
  288. $ticketData['messageId'] = $ticketMessageId;
  289. $ticketData['isTrashed'] = false;
  291. $ticket = new CoreFrameworkEntity\Ticket();
  292. foreach ($ticketData as $property => $value) {
  293. $callable = 'set' . ucwords($property);
  295. if (method_exists($ticket, $callable)) {
  296. $ticket->$callable($value);
  297. }
  298. }
  300. $this->entityManager->persist($ticket);
  301. $this->entityManager->flush();
  303. return $this->createThread($ticket, $ticketData);
  304. }
  306. public function createThread(CoreFrameworkEntity\Ticket $ticket, array $threadData)
  307. {
  308. $threadData['isLocked'] = 0;
  310. if ('forward' === $threadData['threadType']) {
  311. $threadData['replyTo'] = $threadData['to'];
  312. }
  314. $collaboratorEmails = [];
  315. // check if $threadData['cc'] is not empty then merge it with $collaboratorEmails
  316. if (! empty($threadData['cc'])) {
  317. if (! is_array($threadData['cc'])) {
  318. $threadData['cc'] = [$threadData['cc']];
  319. }
  321. $collaboratorEmails = array_merge($collaboratorEmails, $threadData['cc']);
  322. }
  324. // check if $threadData['cccol'] is not empty
  325. if (! empty($threadData['cccol'])) {
  326. if (! is_array($threadData['cccol'])) {
  327. $threadData['cccol'] = [$threadData['cccol']];
  328. }
  330. $collaboratorEmails = array_merge($collaboratorEmails, $threadData['cccol']);
  331. }
  333. if (! empty($collaboratorEmails)) {
  334. $threadData['cc'] = $collaboratorEmails;
  335. }
  337. $thread = new CoreFrameworkEntity\Thread();
  338. $thread->setTicket($ticket);
  339. $thread->setCreatedAt(new \DateTime());
  340. $thread->setUpdatedAt(new \DateTime());
  342. if ($threadData['message']) {
  343. //$threadData['message'] = htmlspecialchars($this->sanitizeMessage($threadData['message']), ENT_QUOTES, 'UTF-8');
  344. //$threadData['message'] = $this->sanitizeMessage($threadData['message']);
  345. $sanitizer = $this->container->get(\App\Service\MailHtmlSanitizer::class);
  346. $threadData['message'] = $sanitizer->sanitize($threadData['message']);
  348. }
  350. if ($threadData['threadType'] != "note") {
  351. foreach ($threadData as $property => $value) {
  352. if (!empty($value)) {
  353. $callable = 'set' . ucwords($property);
  354. if (method_exists($thread, $callable)) {
  355. $thread->$callable($value);
  356. }
  357. }
  358. }
  359. } else {
  360. $this->setTicketNotePlaceholderValue($thread, $threadData, $ticket);
  361. }
  363. // Update ticket reference ids is thread message id is defined
  364. if (null != $thread->getMessageId() && false === strpos($ticket->getReferenceIds(), $thread->getMessageId())) {
  365. $updatedReferenceIds = $ticket->getReferenceIds() . ' ' . $thread->getMessageId();
  366. $ticket->setReferenceIds($updatedReferenceIds);
  368. $this->entityManager->persist($ticket);
  369. }
  371. if ('reply' === $threadData['threadType']) {
  372. if ('agent' === $threadData['createdBy']) {
  373. // Ticket has been updated by support agents, mark as agent replied | customer view pending
  374. $ticket->setIsCustomerViewed(false);
  375. $ticket->setIsReplied(true);
  377. $customerName = $ticket->getCustomer()->getFirstName() . ' ' . $ticket->getCustomer()->getLastName();
  379. $agentActivity = new CoreFrameworkEntity\AgentActivity();
  380. $agentActivity->setThreadType('reply');
  381. $agentActivity->setTicket($ticket);
  382. $agentActivity->setAgent($thread->getUser());
  383. $agentActivity->setCustomerName($customerName);
  384. $agentActivity->setAgentName('agent');
  385. $agentActivity->setCreatedAt(new \DateTime());
  387. $this->entityManager->persist($agentActivity);
  388. } else {
  389. // Ticket has been updated by customer, mark as agent view | reply pending
  390. $ticket->setIsAgentViewed(false);
  391. $ticket->setIsReplied(false);
  392. }
  394. $this->entityManager->persist($ticket);
  395. } else if ('create' === $threadData['threadType']) {
  396. $ticket->setIsReplied(false);
  397. $this->entityManager->persist($ticket);
  399. $customerName = $ticket->getCustomer()->getFirstName() . ' ' . $ticket->getCustomer()->getLastName();
  401. $agentActivity = new CoreFrameworkEntity\AgentActivity();
  402. $agentActivity->setThreadType('create');
  403. $agentActivity->setTicket($ticket);
  404. $agentActivity->setAgent($thread->getUser());
  405. $agentActivity->setCustomerName($customerName);
  406. $agentActivity->setAgentName('agent');
  407. $agentActivity->setCreatedAt(new \DateTime());
  409. $this->entityManager->persist($agentActivity);
  410. }
  412. $ticket->currentThread = $this->entityManager->getRepository(CoreFrameworkEntity\Thread::class)->getTicketCurrentThread($ticket);
  414. $this->entityManager->persist($thread);
  415. $this->entityManager->flush();
  417. $ticket->createdThread = $thread;
  419. // Uploading Attachments.
  420. if (
  421. (isset($threadData['attachments']) && ! empty($threadData['attachments'])) || (isset($threadData['attachmentContent']) && ! empty($threadData['attachmentContent']))
  422. ) {
  423. if ('email' == $threadData['source']) {
  424. // Saving Email attachments in case of outlook with $threadData['attachmentContent']
  425. try {
  426. $attachments = ! empty($threadData['attachments']) ? $threadData['attachments'] : $threadData['attachmentContent'];
  428. if (! empty($attachments)) {
  429. $this->saveThreadEmailAttachments($thread, $threadData['attachments'], $threadData['attachmentContent'] ?? []);
  430. }
  431. } catch (\Exception $e) {
  432. throw new \Exception($e->getMessage());
  433. }
  434. } else if (!empty($threadData['attachments'])) {
  435. try {
  436. $this->fileUploadService->validateAttachments($threadData['attachments']);
  437. $this->saveThreadAttachment($thread, $threadData['attachments']);
  438. } catch (\Exception $e) {
  439. throw new \Exception($e->getMessage());
  440. }
  441. }
  442. }
  444. // Send Webhook Notification
  445. $this->sendWebhookNotificationAction($thread);
  447. return $thread;
  448. }
  450. public function setTicketNotePlaceholderValue($thread, $threadData, $ticket)
  451. {
  452. if (!empty($threadData)) {
  453. foreach ($threadData as $property => $value) {
  454. if (!empty($value)) {
  455. $callable = 'set' . ucwords($property);
  456. if (method_exists($thread, $callable)) {
  457. if ($callable != "setMessage") {
  458. $thread->$callable($value);
  459. } else {
  460. $notesPlaceholders = $this->getNotePlaceholderValues($ticket, 'customer');
  461. $content = $value;
  462. foreach ($notesPlaceholders as $key => $val) {
  463. if (strpos($value, "{%$key%}") !== false) {
  464. $content = strtr($value, ["{%$key%}" => $val, "{% $key %}" => $val]);
  465. }
  466. }
  468. $content = stripslashes($content);
  469. $thread->$callable($content);
  470. }
  471. }
  472. }
  473. }
  474. }
  475. }
  477. public function saveThreadAttachment($thread, array $attachments)
  478. {
  479. $prefix = 'threads/' . $thread->getId();
  480. $uploadManager = $this->container->get('uvdesk.core.file_system.service')->getUploadManager();
  482. foreach ($attachments as $attachment) {
  483. $uploadedFileAttributes = $uploadManager->uploadFile($attachment, $prefix);
  485. if (!empty($uploadedFileAttributes['path'])) {
  486. $originalName = $attachment->getClientOriginalName();
  487. if (!empty($originalName)) $uploadedFileAttributes['name'] = $originalName;
  488. ($threadAttachment = new CoreFrameworkEntity\Attachment())
  489. ->setThread($thread)
  490. ->setName($uploadedFileAttributes['name'])
  491. ->setPath($uploadedFileAttributes['path'])
  492. ->setSize($uploadedFileAttributes['size'])
  493. ->setContentType($uploadedFileAttributes['content-type']);
  495. $this->entityManager->persist($threadAttachment);
  496. }
  497. }
  499. $this->entityManager->flush();
  500. }
  502. public function saveThreadEmailAttachments($thread, array $attachments, array $attachmentContents)
  503. {
  504. $prefix = 'threads/' . $thread->getId();
  505. $uploadManager = $this->container->get('uvdesk.core.file_system.service')->getUploadManager();
  507. // Upload thread attachments
  508. foreach ($attachments as $attachment) {
  509. $uploadedFileAttributes = $uploadManager->uploadEmailAttachment($attachment, $prefix);
  511. if (!empty($uploadedFileAttributes['path'])) {
  512. ($threadAttachment = new CoreFrameworkEntity\Attachment())
  513. ->setThread($thread)
  514. ->setName($uploadedFileAttributes['name'])
  515. ->setPath($uploadedFileAttributes['path'])
  516. ->setSize($uploadedFileAttributes['size'])
  517. ->setContentType($uploadedFileAttributes['content-type']);
  519. $this->entityManager->persist($threadAttachment);
  520. }
  521. }
  523. // Microsoft 365 Attachments.
  524. $basePublicPath = realpath(__DIR__ . '/../../../../public') . '/';
  525. $prefixOutlook = $basePublicPath . 'assets/threads/' . $thread->getId() . '/';
  527. foreach ($attachmentContents as $attachmentContent) {
  528. $decodedData = base64_decode(preg_replace('#^data:image/\w+;base64,#i', '', $attachmentContent['content']));
  530. $filePath = $prefixOutlook . $attachmentContent['name'];
  532. if (!is_dir($prefixOutlook) && !is_dir($prefixOutlook)) {
  533. mkdir($prefixOutlook, 0755, true);
  534. }
  536. $relativePath = str_replace($basePublicPath, '', $filePath);
  538. try {
  539. $result = file_put_contents($filePath, $decodedData);
  540. if ($result === false) {
  541. throw new \Exception("Failed to write file to $filePath");
  542. }
  543. } catch (\Exception $e) {
  544. }
  546. if (!empty($filePath)) {
  547. $threadAttachment = (new CoreFrameworkEntity\Attachment())
  548. ->setThread($thread)
  549. ->setName($attachmentContent['name'])
  550. ->setPath($relativePath)
  551. ->setSize(strlen($decodedData)) // Use actual file size
  552. ->setContentType($attachmentContent['mimeType']);
  554. $this->entityManager->persist($threadAttachment);
  555. }
  556. }
  558. $this->entityManager->flush();
  559. }
  561. public function getTypes()
  562. {
  563. static $types;
  564. if (null !== $types)
  565. return $types;
  567. $qb = $this->entityManager->createQueryBuilder();
  568. $qb->select('tp.id', 'tp.code As name')->from(CoreFrameworkEntity\TicketType::class, 'tp')
  569. ->andWhere('tp.isActive = 1')
  570. ->orderBy('tp.code', 'ASC');
  572. return $types = $qb->getQuery()->getArrayResult();
  573. }
  575. public function getStatus()
  576. {
  577. static $statuses;
  578. if (null !== $statuses)
  579. return $statuses;
  581. $qb = $this->entityManager->createQueryBuilder();
  582. $qb->select('ts')->from(CoreFrameworkEntity\TicketStatus::class, 'ts');
  583. // $qb->orderBy('ts.sortOrder', Criteria::ASC);
  585. return $statuses = $qb->getQuery()->getArrayResult();
  586. }
  588. public function getTicketTotalThreads($ticketId)
  589. {
  590. $qb = $this->entityManager->createQueryBuilder();
  591. $qb->select('COUNT(th.id) as threadCount')->from(CoreFrameworkEntity\Ticket::class, 't')
  592. ->leftJoin('t.threads', 'th')
  593. ->andWhere('t.id = :ticketId')
  594. ->andWhere('th.threadType = :threadType')
  595. ->setParameter('threadType', 'reply')
  596. ->setParameter('ticketId', $ticketId);
  598. $qb = $this->entityManager->createQueryBuilder();
  599. $qb->select('COUNT(t.id) as threadCount')->from(CoreFrameworkEntity\Thread::class, 't')
  600. ->andWhere('t.ticket = :ticketId')
  601. ->andWhere('t.threadType = :threadType')
  602. ->setParameter('threadType', 'reply')
  603. ->setParameter('ticketId', $ticketId);
  605. return $qb->getQuery()->getSingleScalarResult();
  606. }
  608. public function getTicketTags($request = null)
  609. {
  610. $qb = $this->entityManager->createQueryBuilder();
  611. $qb->select('tg')->from(CoreFrameworkEntity\Tag::class, 'tg');
  613. if ($request) {
  614. $qb->andWhere("tg.name LIKE :tagName");
  615. $qb->setParameter('tagName', '%' . urldecode(trim($request->query->get('query'))) . '%');
  616. $qb->andWhere("tg.id NOT IN (:ids)");
  617. $qb->setParameter('ids', explode(',', urldecode($request->query->get('not'))));
  618. }
  620. return $qb->getQuery()->getArrayResult();
  621. }
  623. public function paginateMembersTicketCollection(Request $request)
  624. {
  625. $params = $request->query->all();
  626. $activeUser = $this->container->get('user.service')->getSessionUser();
  627. $activeUserTimeZone = $this->entityManager->getRepository(CoreFrameworkEntity\Website::class)->findOneBy(['code' => 'Knowledgebase']);
  628. $agentTimeZone = !empty($activeUser->getTimezone()) ? $activeUser->getTimezone() : $activeUserTimeZone->getTimezone();
  629. $agentTimeFormat = !empty($activeUser->getTimeformat()) ? $activeUser->getTimeformat() : $activeUserTimeZone->getTimeformat();
  631. $ticketRepository = $this->entityManager->getRepository(CoreFrameworkEntity\Ticket::class);
  633. $website = $this->entityManager->getRepository(CoreFrameworkEntity\Website::class)->findOneBy(['code' => 'helpdesk']);
  634. $timeZone = $website->getTimezone();
  635. $timeFormat = $website->getTimeformat();
  637. $supportGroupReference = $this->entityManager->getRepository(CoreFrameworkEntity\User::class)->getUserSupportGroupReferences($activeUser);
  638. $supportTeamReference = $this->entityManager->getRepository(CoreFrameworkEntity\User::class)->getUserSupportTeamReferences($activeUser);
  640. // Get base query
  641. $baseQuery = $ticketRepository->prepareBaseTicketQuery($activeUser, $supportGroupReference, $supportTeamReference, $params);
  642. $ticketTabs = $ticketRepository->getTicketTabDetails($activeUser, $supportGroupReference, $supportTeamReference, $params);
  644. // Apply Pagination
  645. $pageNumber = !empty($params['page']) ? (int) $params['page'] : 1;
  646. $itemsLimit = !empty($params['limit']) ? (int) $params['limit'] : $ticketRepository::DEFAULT_PAGINATION_LIMIT;
  648. if (isset($params['repliesLess']) || isset($params['repliesMore'])) {
  649. $paginationOptions = ['wrap-queries' => true];
  650. $paginationQuery = $baseQuery->getQuery()
  651. ->setHydrationMode(Query::HYDRATE_ARRAY);
  652. } else {
  653. $paginationOptions = ['distinct' => true];
  654. $paginationQuery = $baseQuery->getQuery()
  655. ->setHydrationMode(Query::HYDRATE_ARRAY)
  656. ->setHint('knp_paginator.count', isset($params['status']) ? $ticketTabs[$params['status']] : $ticketTabs[1]);
  657. }
  659. $pagination = $this->container->get('knp_paginator')->paginate($paginationQuery, $pageNumber, $itemsLimit, $paginationOptions);
  660. // Process Pagination Response
  661. $ticketCollection = [];
  662. $paginationParams = $pagination->getParams();
  663. $paginationData = $pagination->getPaginationData();
  665. $paginationParams['page'] = 'replacePage';
  666. $paginationData['url'] = '#' . $this->container->get('uvdesk.service')->buildPaginationQuery($paginationParams);
  667. // $container->get('default.service')->buildSessionUrl('ticket',$queryParameters);
  670. $ticketThreadCountQueryTemplate = $this->entityManager->createQueryBuilder()
  671. ->select('COUNT(thread.id) as threadCount')
  672. ->from(CoreFrameworkEntity\Ticket::class, 'ticket')
  673. ->leftJoin('ticket.threads', 'thread')
  674. ->where('ticket.id = :ticketId')
  675. ->andWhere('thread.threadType = :threadType')->setParameter('threadType', 'reply');
  677. foreach ($pagination->getItems() as $ticketDetails) {
  678. $ticket = array_shift($ticketDetails);
  680. $ticketThreadCountQuery = clone $ticketThreadCountQueryTemplate;
  681. $ticketThreadCountQuery->setParameter('ticketId', $ticket['id']);
  683. $totalTicketReplies = (int) $ticketThreadCountQuery->getQuery()->getSingleScalarResult();
  684. $ticketHasAttachments = false;
  685. $dbTime = $ticket['createdAt'];
  687. $formattedTime = $this->fomatTimeByPreference($dbTime, $timeZone, $timeFormat, $agentTimeZone, $agentTimeFormat);
  689. $currentDateTime = new \DateTime('now');
  690. $lastReply = $this->getLastReply($ticket['id']);
  692. if (!empty($lastReply['createdAt'])) {
  693. $lastRepliedAt = $this->time2string($currentDateTime->getTimeStamp() - $lastReply['createdAt']->getTimeStamp());
  694. $lastRepliedTime = date("Y-m-d H:i:s", $lastReply['createdAt']->getTimeStamp());
  695. } else {
  696. $lastRepliedAt = $this->time2string($currentDateTime->getTimeStamp() - $ticket['createdAt']->getTimeStamp());
  697. $lastRepliedTime = date("Y-m-d H:i:s", $ticket['createdAt']->getTimeStamp());
  698. }
  699. $formatCreatedAtString = $this->time2string($currentDateTime->getTimeStamp() - $ticket['createdAt']->getTimeStamp());
  701. $ticketResponse = [
  702. 'id' => $ticket['id'],
  703. 'subject' => $ticket['subject'],
  704. 'isStarred' => $ticket['isStarred'],
  705. 'isAgentView' => $ticket['isAgentViewed'],
  706. 'isTrashed' => $ticket['isTrashed'],
  707. 'source' => $ticket['source'],
  708. 'group' => $ticketDetails['groupName'],
  709. 'team' => $ticketDetails['teamName'],
  710. 'priority' => $ticket['priority'],
  711. 'type' => $ticketDetails['typeName'],
  712. 'timestamp' => $formattedTime['dateTimeZone'],
  713. 'formatedCreatedAt' => $formattedTime['dateTimeZone']->format($formattedTime['timeFormatString']),
  714. 'formatCreatedAtString' => $formatCreatedAtString,
  715. 'totalThreads' => $totalTicketReplies,
  716. 'agent' => null,
  717. 'customer' => null,
  718. 'hasAttachments' => $ticketHasAttachments,
  719. 'lastReplyTime' => $lastRepliedTime,
  720. 'lastRepliedAt' => $lastRepliedAt,
  721. ];
  723. if (!empty($ticketDetails['agentId'])) {
  724. $ticketResponse['agent'] = [
  725. 'id' => $ticketDetails['agentId'],
  726. 'name' => $ticketDetails['agentName'],
  727. 'smallThumbnail' => $ticketDetails['smallThumbnail'],
  728. ];
  729. }
  731. if (!empty($ticketDetails['customerId'])) {
  732. $ticketResponse['customer'] = [
  733. 'id' => $ticketDetails['customerId'],
  734. 'name' => $ticketDetails['customerName'],
  735. 'email' => $ticketDetails['customerEmail'],
  736. 'smallThumbnail' => $ticketDetails['customersmallThumbnail'],
  737. ];
  738. }
  740. array_push($ticketCollection, $ticketResponse);
  741. }
  743. return [
  744. 'tickets' => $ticketCollection,
  745. 'pagination' => $paginationData,
  746. 'tabs' => $ticketTabs,
  747. 'labels' => [
  748. 'predefind' => $this->getPredefindLabelDetails($activeUser, $supportGroupReference, $supportTeamReference, $params),
  749. 'custom' => $this->getCustomLabelDetails($this->container),
  750. ],
  752. ];
  753. }
  755. // Convert Timestamp to day/hour/min
  756. public function time2string($time)
  757. {
  758. $d = floor($time / 86400);
  759. $_d = ($d < 10 ? '0' : '') . $d;
  761. $h = floor(($time - $d * 86400) / 3600);
  762. $_h = ($h < 10 ? '0' : '') . $h;
  764. $m = floor(($time - ($d * 86400 + $h * 3600)) / 60);
  765. $_m = ($m < 10 ? '0' : '') . $m;
  767. $s = $time - ($d * 86400 + $h * 3600 + $m * 60);
  768. $_s = ($s < 10 ? '0' : '') . $s;
  770. $time_str = "0 minutes";
  771. if ($_d != 00)
  772. $time_str = $_d . " " . 'days';
  773. elseif ($_h != 00)
  774. $time_str = $_h . " " . 'hours';
  775. elseif ($_m != 00)
  776. $time_str = $_m . " " . 'minutes';
  778. return $time_str . " " . "ago";
  779. }
  781. public function getPredefindLabelDetails(CoreFrameworkEntity\User $currentUser, array $supportGroupIds = [], array $supportTeamIds = [], array $params = [])
  782. {
  783. $data = array();
  784. $queryBuilder = $this->entityManager->createQueryBuilder();
  785. $ticketRepository = $this->entityManager->getRepository(CoreFrameworkEntity\Ticket::class);
  786. $queryBuilder->select('COUNT(DISTINCT ticket.id) as ticketCount')->from(CoreFrameworkEntity\Ticket::class, 'ticket');
  788. // // applyFilter according to permission
  789. $queryBuilder->where('ticket.isTrashed != 1');
  790. $userInstance = $currentUser->getAgentInstance();
  792. if (
  793. !empty($userInstance) && 'ROLE_AGENT' == $userInstance->getSupportRole()->getCode()
  794. && $userInstance->getTicketAccesslevel() != 1
  795. ) {
  796. $supportGroupIds = implode(',', $supportGroupIds);
  797. $supportTeamIds = implode(',', $supportTeamIds);
  799. if ($userInstance->getTicketAccesslevel() == 4) {
  800. $queryBuilder->andWhere('ticket.agent = ' . $currentUser->getId());
  801. } elseif ($userInstance->getTicketAccesslevel() == 2) {
  802. $query = '';
  803. if ($supportGroupIds) {
  804. $query .= ' OR supportGroup.id IN(' . $supportGroupIds . ') ';
  805. }
  806. if ($supportTeamIds) {
  807. $query .= ' OR supportTeam.id IN(' . $supportTeamIds . ') ';
  808. }
  809. $queryBuilder->leftJoin('ticket.supportGroup', 'supportGroup')
  810. ->leftJoin('ticket.supportTeam', 'supportTeam')
  811. ->andWhere('( ticket.agent = ' . $currentUser->getId() . $query . ')');
  812. } elseif ($userInstance->getTicketAccesslevel() == 3) {
  813. $query = '';
  814. if ($supportTeamIds) {
  815. $query .= ' OR supportTeam.id IN(' . $supportTeamIds . ') ';
  816. }
  817. $queryBuilder->leftJoin('ticket.supportGroup', 'supportGroup')
  818. ->leftJoin('ticket.supportTeam', 'supportTeam')
  819. ->andWhere('( ticket.agent = ' . $currentUser->getId() . $query . ')');
  820. }
  821. }
  823. // for all tickets count
  824. $data['all'] = $queryBuilder->getQuery()->getSingleScalarResult();
  826. // for new tickets count
  827. $newQb = clone $queryBuilder;
  828. $newQb->andWhere('ticket.isNew = 1');
  829. $data['new'] = $newQb->getQuery()->getSingleScalarResult();
  831. // for unassigned tickets count
  832. $unassignedQb = clone $queryBuilder;
  833. $unassignedQb->andWhere("ticket.agent is NULL");
  834. $data['unassigned'] = $unassignedQb->getQuery()->getSingleScalarResult();
  836. // for unanswered ticket count
  837. $unansweredQb = clone $queryBuilder;
  838. $unansweredQb->andWhere('ticket.isReplied = 0');
  839. $data['notreplied'] = $unansweredQb->getQuery()->getSingleScalarResult();
  841. // for my tickets count
  842. $mineQb = clone $queryBuilder;
  843. $mineQb->andWhere("ticket.agent = :agentId")
  844. ->setParameter('agentId', $currentUser->getId());
  845. $data['mine'] = $mineQb->getQuery()->getSingleScalarResult();
  847. // for starred tickets count
  848. $starredQb = clone $queryBuilder;
  849. $starredQb->andWhere('ticket.isStarred = 1');
  850. $data['starred'] = $starredQb->getQuery()->getSingleScalarResult();
  852. // for trashed tickets count
  853. $trashedQb = clone $queryBuilder;
  854. $trashedQb->where('ticket.isTrashed = 1');
  855. if ($currentUser->getRoles()[0] != 'ROLE_SUPER_ADMIN' && $userInstance->getTicketAccesslevel() != 1) {
  856. $trashedQb->andWhere('ticket.agent = ' . $currentUser->getId());
  857. }
  858. $data['trashed'] = $trashedQb->getQuery()->getSingleScalarResult();
  860. return $data;
  861. }
  863. public function paginateMembersTicketThreadCollection(CoreFrameworkEntity\Ticket $ticket, Request $request)
  864. {
  865. $params = $request->query->all();
  866. $entityManager = $this->entityManager;
  867. $activeUser = $this->container->get('user.service')->getSessionUser();
  869. $activeUserTimeZone = $this->entityManager->getRepository(CoreFrameworkEntity\Website::class)->findOneBy(['code' => 'Knowledgebase']);
  870. $agentTimeZone = !empty($activeUser->getTimezone()) ? $activeUser->getTimezone() : $activeUserTimeZone->getTimezone();
  871. $agentTimeFormat = !empty($activeUser->getTimeformat()) ? $activeUser->getTimeformat() : $activeUserTimeZone->getTimeformat();
  873. $threadRepository = $entityManager->getRepository(CoreFrameworkEntity\Thread::class);
  874. $uvdeskFileSystemService = $this->container->get('uvdesk.core.file_system.service');
  876. // Get base query
  877. $enableLockedThreads = $this->container->get('user.service')->isAccessAuthorized('ROLE_AGENT_MANAGE_LOCK_AND_UNLOCK_THREAD');
  878. $baseQuery = $threadRepository->prepareBasePaginationRecentThreadsQuery($ticket, $params, $enableLockedThreads);
  880. // Apply Pagination
  881. $paginationItemsQuery = clone $baseQuery;
  882. $totalPaginationItems = $paginationItemsQuery->select('COUNT(DISTINCT thread.id)')->getQuery()->getSingleScalarResult();
  884. $pageNumber = !empty($params['page']) ? (int) $params['page'] : 1;
  885. $itemsLimit = !empty($params['limit']) ? (int) $params['limit'] : $threadRepository::DEFAULT_PAGINATION_LIMIT;
  887. $paginationOptions = ['distinct' => true];
  888. $paginationQuery = $baseQuery->getQuery()->setHydrationMode(Query::HYDRATE_ARRAY)->setHint('knp_paginator.count', (int) $totalPaginationItems);
  890. $pagination = $this->container->get('knp_paginator')->paginate($paginationQuery, $pageNumber, $itemsLimit, $paginationOptions);
  892. // Process Pagination Response
  893. $threadCollection = [];
  894. $paginationParams = $pagination->getParams();
  895. $paginationData = $pagination->getPaginationData();
  897. $website = $this->entityManager->getRepository(CoreFrameworkEntity\Website::class)->findOneBy(['code' => 'helpdesk']);
  898. $timeZone = $website->getTimezone();
  899. $timeFormat = $website->getTimeformat();
  901. if (!empty($params['threadRequestedId'])) {
  902. $requestedThreadCollection = $baseQuery
  903. ->andWhere('thread.id >= :threadRequestedId')->setParameter('threadRequestedId', (int) $params['threadRequestedId'])
  904. ->getQuery()->getArrayResult();
  906. $totalRequestedThreads = count($requestedThreadCollection);
  907. $paginationData['current'] = ceil($totalRequestedThreads / $threadRepository::DEFAULT_PAGINATION_LIMIT);
  909. if ($paginationData['current'] > 1) {
  910. $paginationData['firstItemNumber'] = 1;
  911. $paginationData['lastItemNumber'] = $totalRequestedThreads;
  912. $paginationData['next'] = ceil(($totalRequestedThreads + 1) / $threadRepository::DEFAULT_PAGINATION_LIMIT);
  913. }
  914. }
  916. $paginationParams['page'] = 'replacePage';
  917. $paginationData['url'] = '#' . $this->container->get('uvdesk.service')->buildPaginationQuery($paginationParams);
  918. foreach ($pagination->getItems() as $threadDetails) {
  919. $dbTime = $threadDetails['createdAt'];
  920. $formattedTime = $this->fomatTimeByPreference($dbTime, $timeZone, $timeFormat, $agentTimeZone, $agentTimeFormat);
  922. $threadResponse = [
  923. 'id' => $threadDetails['id'],
  924. 'user' => null,
  925. 'fullname' => null,
  926. 'reply' => html_entity_decode($threadDetails['message']),
  927. 'source' => $threadDetails['source'],
  928. 'threadType' => $threadDetails['threadType'],
  929. 'userType' => $threadDetails['createdBy'],
  930. 'timestamp' => $formattedTime['dateTimeZone'],
  931. 'formatedCreatedAt' => $formattedTime['dateTimeZone']->format($formattedTime['timeFormatString']),
  932. 'bookmark' => $threadDetails['isBookmarked'],
  933. 'isLocked' => $threadDetails['isLocked'],
  934. 'replyTo' => $threadDetails['replyTo'],
  935. 'cc' => $threadDetails['cc'],
  936. 'bcc' => $threadDetails['bcc'],
  937. 'attachments' => $threadDetails['attachments'],
  938. ];
  940. if (! empty($threadDetails['user'])) {
  942. if (!empty(trim($threadDetails['user']['firstName']))) {
  943. $threadResponse['fullname'] = trim($threadDetails['user']['firstName'] . ' ' . $threadDetails['user']['lastName']);
  944. }
  946. $threadResponse['user'] = [
  947. 'id' => $threadDetails['user']['id'],
  948. 'smallThumbnail' => $threadDetails['user']['userInstance'][0]['profileImagePath'],
  949. 'name' => $threadResponse['fullname'],
  950. ];
  951. } else {
  952. $threadResponse['fullname'] = 'System';
  953. }
  955. if (!empty($threadResponse['attachments'])) {
  956. $threadResponse['attachments'] = array_map(function ($attachment) use ($entityManager, $uvdeskFileSystemService) {
  957. $attachmentReferenceObject = $entityManager->getReference(CoreFrameworkEntity\Attachment::class, $attachment['id']);
  958. return $uvdeskFileSystemService->getFileTypeAssociations($attachmentReferenceObject);
  959. }, $threadResponse['attachments']);
  960. }
  962. array_push($threadCollection, $threadResponse);
  963. }
  965. return [
  966. 'threads' => $threadCollection,
  967. 'pagination' => $paginationData,
  968. ];
  969. }
  971. public function massXhrUpdate(Request $request)
  972. {
  973. $params = $request->request->get('data');
  975. foreach ($params['ids'] as $ticketId) {
  976. $ticket = $this->entityManager->getRepository(CoreFrameworkEntity\Ticket::class)->find($ticketId);
  978. if (false == $this->isTicketAccessGranted($ticket)) {
  979. throw new \Exception('Access Denied', 403);
  980. }
  982. if (empty($ticket)) {
  983. continue;
  984. }
  986. switch ($params['actionType']) {
  987. case 'trashed':
  988. if (false == $ticket->getIsTrashed()) {
  989. $ticket->setIsTrashed(true);
  991. $this->entityManager->persist($ticket);
  992. }
  994. // Trigger ticket delete event
  995. $event = new CoreWorkflowEvents\Ticket\Delete();
  996. $event
  997. ->setTicket($ticket);
  999. $this->container->get('event_dispatcher')->dispatch($event, 'uvdesk.automation.workflow.execute');
  1001. break;
  1002. case 'delete':
  1003. $threads = $ticket->getThreads();
  1004. $fileService = new Filesystem();
  1006. if (count($threads) > 0) {
  1007. foreach ($threads as $thread) {
  1008. if (!empty($thread)) {
  1009. $fileService->remove($this->container->getParameter('kernel.project_dir') . '/public/assets/threads/' . $thread->getId());
  1010. }
  1011. }
  1012. }
  1014. $this->entityManager->remove($ticket);
  1016. break;
  1017. case 'restored':
  1018. if (true == $ticket->getIsTrashed()) {
  1019. $ticket->setIsTrashed(false);
  1021. $this->entityManager->persist($ticket);
  1022. }
  1024. break;
  1025. case 'agent':
  1026. if ($ticket->getAgent() == null || $ticket->getAgent() && $ticket->getAgent()->getId() != $params['targetId']) {
  1028. $agent = $this->entityManager->getRepository(CoreFrameworkEntity\User::class)->find($params['targetId']);
  1029. $ticket->setAgent($agent);
  1031. $this->entityManager->persist($ticket);
  1033. // Trigger Agent Assign event
  1034. $event = new CoreWorkflowEvents\Ticket\Agent();
  1035. $event
  1036. ->setTicket($ticket);
  1038. $this->container->get('event_dispatcher')->dispatch($event, 'uvdesk.automation.workflow.execute');
  1039. }
  1041. break;
  1042. case 'status':
  1043. if ($ticket->getStatus() == null || $ticket->getStatus() && $ticket->getStatus()->getId() != $params['targetId']) {
  1045. $status = $this->entityManager->getRepository(CoreFrameworkEntity\TicketStatus::class)->findOneById($params['targetId']);
  1046. $ticket->setStatus($status);
  1048. $this->entityManager->persist($ticket);
  1050. // Trigger ticket status event
  1051. $event = new CoreWorkflowEvents\Ticket\Status();
  1052. $event
  1053. ->setTicket($ticket);
  1055. $this->container->get('event_dispatcher')->dispatch($event, 'uvdesk.automation.workflow.execute');
  1056. }
  1058. break;
  1059. case 'type':
  1060. if ($ticket->getType() == null || $ticket->getType() && $ticket->getType()->getId() != $params['targetId']) {
  1062. $type = $this->entityManager->getRepository(CoreFrameworkEntity\TicketType::class)->findOneById($params['targetId']);
  1063. $ticket->setType($type);
  1065. $this->entityManager->persist($ticket);
  1067. // Trigger ticket type event
  1068. $event = new CoreWorkflowEvents\Ticket\Type();
  1069. $event
  1070. ->setTicket($ticket);
  1072. $this->container->get('event_dispatcher')->dispatch($event, 'uvdesk.automation.workflow.execute');
  1073. }
  1075. break;
  1076. case 'group':
  1077. if ($ticket->getSupportGroup() == null || $ticket->getSupportGroup() && $ticket->getSupportGroup()->getId() != $params['targetId']) {
  1079. $group = $this->entityManager->getRepository(CoreFrameworkEntity\SupportGroup::class)->find($params['targetId']);
  1080. $ticket->setSupportGroup($group);
  1082. $this->entityManager->persist($ticket);
  1084. // Trigger Support group event
  1085. $event = new CoreWorkflowEvents\Ticket\Group();
  1086. $event
  1087. ->setTicket($ticket);
  1089. $this->container->get('event_dispatcher')->dispatch($event, 'uvdesk.automation.workflow.execute');
  1090. }
  1092. break;
  1093. case 'team':
  1094. if ($ticket->getSupportTeam() == null || $ticket->getSupportTeam() && $ticket->getSupportTeam()->getId() != $params['targetId']) {
  1096. $team = $this->entityManager->getRepository(CoreFrameworkEntity\SupportTeam::class)->find($params['targetId']);
  1097. $ticket->setSupportTeam($team);
  1099. $this->entityManager->persist($ticket);
  1101. // Trigger team event
  1102. $event = new CoreWorkflowEvents\Ticket\Team();
  1103. $event
  1104. ->setTicket($ticket);
  1106. $this->container->get('event_dispatcher')->dispatch($event, 'uvdesk.automation.workflow.execute');
  1107. }
  1109. break;
  1110. case 'priority':
  1111. if ($ticket->getPriority() == null || $ticket->getPriority() && $ticket->getPriority()->getId() != $params['targetId']) {
  1113. $priority = $this->entityManager->getRepository(CoreFrameworkEntity\TicketPriority::class)->find($params['targetId']);
  1114. $ticket->setPriority($priority);
  1116. $this->entityManager->persist($ticket);
  1118. // Trigger ticket Priority event
  1119. $event = new CoreWorkflowEvents\Ticket\Priority();
  1120. $event
  1121. ->setTicket($ticket);
  1123. $this->container->get('event_dispatcher')->dispatch($event, 'uvdesk.automation.workflow.execute');
  1124. }
  1126. break;
  1127. case 'label':
  1128. $label = $this->entityManager->getRepository(CoreFrameworkEntity\SupportLabel::class)->find($params['targetId']);
  1130. if ($label && !$this->entityManager->getRepository(CoreFrameworkEntity\Ticket::class)->isLabelAlreadyAdded($ticket, $label)) {
  1131. $ticket->addSupportLabel($label);
  1132. }
  1134. $this->entityManager->persist($ticket);
  1136. break;
  1137. default:
  1138. break;
  1139. }
  1140. }
  1142. $this->entityManager->flush();
  1144. if ($params['actionType'] == 'trashed') {
  1145. $message = 'Success ! Tickets moved to trashed successfully.';
  1146. } elseif ($params['actionType'] == 'restored') {
  1147. $message = 'Success ! Tickets restored successfully.';
  1148. } elseif ($params['actionType'] == 'delete') {
  1149. $message = 'Success ! Tickets removed successfully.';
  1150. } elseif ($params['actionType'] == 'agent') {
  1151. $message = 'Success ! Agent assigned successfully.';
  1152. } elseif ($params['actionType'] == 'status') {
  1153. $message = 'Success ! Tickets status updated successfully.';
  1154. } elseif ($params['actionType'] == 'type') {
  1155. $message = 'Success ! Tickets type updated successfully.';
  1156. } elseif ($params['actionType'] == 'group') {
  1157. $message = 'Success ! Tickets group updated successfully.';
  1158. } elseif ($params['actionType'] == 'team') {
  1159. $message = 'Success ! Tickets team updated successfully.';
  1160. } elseif ($params['actionType'] == 'priority') {
  1161. $message = 'Success ! Tickets priority updated successfully.';
  1162. } elseif ($params['actionType'] == 'label') {
  1163. $message = 'Success ! Tickets added to label successfully.';
  1164. } else {
  1165. $message = 'Success ! Tickets have been updated successfully';
  1166. }
  1168. return [
  1169. 'alertClass' => 'success',
  1170. 'alertMessage' => $this->trans($message),
  1171. ];
  1172. }
  1174. public function getNotePlaceholderValues($ticket, $type = "customer")
  1175. {
  1176. $variables = array();
  1177. $variables['ticket.id'] = $ticket->getId();
  1178. $variables['ticket.subject'] = $ticket->getSubject();
  1180. $variables['ticket.status'] = $ticket->getStatus()->getCode();
  1181. $variables['ticket.priority'] = $ticket->getPriority()->getCode();
  1182. if ($ticket->getSupportGroup())
  1183. $variables['ticket.group'] = $ticket->getSupportGroup()->getName();
  1184. else
  1185. $variables['ticket.group'] = '';
  1187. $variables['ticket.team'] = ($ticket->getSupportTeam() ? $ticket->getSupportTeam()->getName() : '');
  1189. $customer = $this->container->get('user.service')->getCustomerPartialDetailById($ticket->getCustomer()->getId());
  1190. $variables['ticket.customerName'] = $customer['name'];
  1191. $userService = $this->container->get('user.service');
  1193. $variables['ticket.agentName'] = '';
  1194. $variables['ticket.agentEmail'] = '';
  1195. if ($ticket->getAgent()) {
  1196. $agent = $this->container->get('user.service')->getAgentDetailById($ticket->getAgent()->getId());
  1197. if ($agent) {
  1198. $variables['ticket.agentName'] = $agent['name'];
  1199. $variables['ticket.agentEmail'] = $agent['email'];
  1200. }
  1201. }
  1203. $router = $this->container->get('router');
  1205. if ($type == 'customer') {
  1206. $ticketListURL = $router->generate('helpdesk_member_ticket_collection', [
  1207. 'id' => $ticket->getId(),
  1208. ], UrlGeneratorInterface::ABSOLUTE_URL);
  1209. } else {
  1210. $ticketListURL = $router->generate('helpdesk_customer_ticket_collection', [
  1211. 'id' => $ticket->getId(),
  1212. ], UrlGeneratorInterface::ABSOLUTE_URL);
  1213. }
  1215. $variables['ticket.link'] = sprintf("<a href='%s'>#%s</a>", $ticketListURL, $ticket->getId());
  1217. return $variables;
  1218. }
  1220. public function paginateMembersTicketTypeCollection(Request $request)
  1221. {
  1222. // Get base query
  1223. $params = $request->query->all();
  1224. $ticketRepository = $this->entityManager->getRepository(CoreFrameworkEntity\Ticket::class);
  1225. $paginationQuery = $ticketRepository->prepareBasePaginationTicketTypesQuery($params);
  1227. // Apply Pagination
  1228. $paginationOptions = ['distinct' => true];
  1229. $pageNumber = !empty($params['page']) ? (int) $params['page'] : 1;
  1230. $itemsLimit = !empty($params['limit']) ? (int) $params['limit'] : $ticketRepository::DEFAULT_PAGINATION_LIMIT;
  1232. $pagination = $this->container->get('knp_paginator')->paginate($paginationQuery, $pageNumber, $itemsLimit, $paginationOptions);
  1234. // Process Pagination Response
  1235. $paginationParams = $pagination->getParams();
  1236. $paginationData = $pagination->getPaginationData();
  1238. $paginationParams['page'] = 'replacePage';
  1239. $paginationData['url'] = '#' . $this->container->get('uvdesk.service')->buildPaginationQuery($paginationParams);
  1241. return [
  1242. 'types' => array_map(function ($ticketType) {
  1243. return [
  1244. 'id' => $ticketType->getId(),
  1245. 'code' => strtoupper($ticketType->getCode()),
  1246. 'description' => $ticketType->getDescription(),
  1247. 'isActive' => $ticketType->getIsActive(),
  1248. ];
  1249. }, $pagination->getItems()),
  1250. 'pagination_data' => $paginationData,
  1251. ];
  1252. }
  1254. public function paginateMembersTagCollection(Request $request)
  1255. {
  1256. // Get base query
  1257. $params = $request->query->all();
  1258. $ticketRepository = $this->entityManager->getRepository(CoreFrameworkEntity\Ticket::class);
  1259. $baseQuery = $ticketRepository->prepareBasePaginationTagsQuery($params);
  1261. // Apply Pagination
  1262. $paginationResultsQuery = clone $baseQuery;
  1263. $paginationResultsQuery->select('COUNT(supportTag.id)');
  1264. $paginationQuery = $baseQuery->getQuery()->setHydrationMode(Query::HYDRATE_ARRAY)->setHint('knp_paginator.count', count($paginationResultsQuery->getQuery()->getResult()));
  1266. $paginationOptions = ['distinct' => true];
  1267. $pageNumber = !empty($params['page']) ? (int) $params['page'] : 1;
  1268. $itemsLimit = !empty($params['limit']) ? (int) $params['limit'] : $ticketRepository::DEFAULT_PAGINATION_LIMIT;
  1270. $pagination = $this->container->get('knp_paginator')->paginate($paginationQuery, $pageNumber, $itemsLimit, $paginationOptions);
  1272. // Process Pagination Response
  1273. $paginationParams = $pagination->getParams();
  1274. $paginationData = $pagination->getPaginationData();
  1276. $paginationParams['page'] = 'replacePage';
  1277. $paginationData['url'] = '#' . $this->container->get('uvdesk.service')->buildPaginationQuery($paginationParams);
  1279. if (in_array('UVDeskSupportCenterBundle', array_keys($this->container->getParameter('kernel.bundles')))) {
  1280. $articleRepository = $this->entityManager->getRepository(Article::class);
  1282. return [
  1283. 'tags' => array_map(function ($supportTag) use ($articleRepository) {
  1284. return [
  1285. 'id' => $supportTag['id'],
  1286. 'name' => $supportTag['name'],
  1287. 'ticketCount' => $supportTag['totalTickets'],
  1288. 'articleCount' => $articleRepository->getTotalArticlesBySupportTag($supportTag['id']),
  1289. ];
  1290. }, $pagination->getItems()),
  1291. 'pagination_data' => $paginationData,
  1292. ];
  1293. } else {
  1294. return [
  1295. 'tags' => array_map(function ($supportTag) {
  1296. return [
  1297. 'id' => $supportTag['id'],
  1298. 'name' => $supportTag['name'],
  1299. 'ticketCount' => $supportTag['totalTickets'],
  1300. ];
  1301. }, $pagination->getItems()),
  1302. 'pagination_data' => $paginationData,
  1303. ];
  1304. }
  1305. }
  1307. public function getTicketInitialThreadDetails(CoreFrameworkEntity\Ticket $ticket)
  1308. {
  1309. $initialThread = $this->entityManager->getRepository(CoreFrameworkEntity\Thread::class)->findOneBy([
  1310. 'ticket' => $ticket,
  1311. 'threadType' => 'create',
  1312. ]);
  1314. if (!empty($initialThread)) {
  1315. $author = $initialThread->getUser();
  1316. $authorInstance = 'agent' == $initialThread->getCreatedBy() ? $author->getAgentInstance() : $author->getCustomerInstance();
  1318. $threadDetails = [
  1319. 'id' => $initialThread->getId(),
  1320. 'source' => $initialThread->getSource(),
  1321. 'messageId' => $initialThread->getMessageId(),
  1322. 'threadType' => $initialThread->getThreadType(),
  1323. 'createdBy' => $initialThread->getCreatedBy(),
  1324. 'message' => html_entity_decode($initialThread->getMessage()),
  1325. 'attachments' => $initialThread->getAttachments(),
  1326. 'timestamp' => $initialThread->getCreatedAt()->getTimestamp(),
  1327. 'createdAt' => $initialThread->getCreatedAt()->format('d-m-Y h:ia'),
  1328. 'user' => $authorInstance->getPartialDetails(),
  1329. 'cc' => is_array($initialThread->getCc()) ? implode(', ', $initialThread->getCc()) : '',
  1330. ];
  1332. $attachments = $threadDetails['attachments']->getValues();
  1334. if (!empty($attachments)) {
  1335. $uvdeskFileSystemService = $this->container->get('uvdesk.core.file_system.service');
  1337. $threadDetails['attachments'] = array_map(function ($attachment) use ($uvdeskFileSystemService) {
  1338. return $uvdeskFileSystemService->getFileTypeAssociations($attachment);
  1339. }, $attachments);
  1340. }
  1341. }
  1343. return $threadDetails ?? null;
  1344. }
  1346. public function getCreateReply($ticketId, $firewall = 'member')
  1347. {
  1348. $qb = $this->entityManager->createQueryBuilder();
  1349. $qb->select("th,a,u.id as userId")->from(CoreFrameworkEntity\Thread::class, 'th')
  1350. ->leftJoin('th.ticket', 't')
  1351. ->leftJoin('th.attachments', 'a')
  1352. ->leftJoin('th.user', 'u')
  1353. ->andWhere('t.id = :ticketId')
  1354. ->andWhere('th.threadType = :threadType')
  1355. ->setParameter('threadType', 'create')
  1356. ->setParameter('ticketId', $ticketId)
  1357. ->orderBy('th.id', 'DESC')
  1358. ->getMaxResults(1);
  1360. $threadResponse = $qb->getQuery()->getArrayResult();
  1362. if ((!empty($threadResponse[0][0]))) {
  1363. $threadDetails = $threadResponse[0][0];
  1364. $userService = $this->container->get('user.service');
  1366. if ($threadDetails['createdBy'] == 'agent') {
  1367. $threadDetails['user'] = $userService->getAgentDetailById($threadResponse[0]['userId']);
  1368. } else {
  1369. $threadDetails['user'] = $userService->getCustomerPartialDetailById($threadResponse[0]['userId']);
  1370. }
  1372. $threadDetails['reply'] = html_entity_decode($threadDetails['message']);
  1373. $threadDetails['formatedCreatedAt'] = $this->timeZoneConverter($threadDetails['createdAt']);
  1374. $threadDetails['timestamp'] = $userService->convertToDatetimeTimezoneTimestamp($threadDetails['createdAt']);
  1376. if (!empty($threadDetails['attachments'])) {
  1377. $entityManager = $this->entityManager;
  1378. $uvdeskFileSystemService = $this->container->get('uvdesk.core.file_system.service');
  1380. $threadDetails['attachments'] = array_map(function ($attachment) use ($entityManager, $uvdeskFileSystemService, $firewall) {
  1381. $attachmentReferenceObject = $entityManager->getReference(CoreFrameworkEntity\Attachment::class, $attachment['id']);
  1382. return $uvdeskFileSystemService->getFileTypeAssociations($attachmentReferenceObject, $firewall);
  1383. }, $threadDetails['attachments']);
  1384. }
  1385. }
  1387. return $threadDetails ?? null;
  1388. }
  1390. public function hasAttachments($ticketId)
  1391. {
  1392. $qb = $this->entityManager->createQueryBuilder();
  1393. $qb->select("DISTINCT COUNT(a.id) as attachmentCount")->from(CoreFrameworkEntity\Thread::class, 'th')
  1394. ->leftJoin('th.ticket', 't')
  1395. ->leftJoin('th.attachments', 'a')
  1396. ->andWhere('t.id = :ticketId')
  1397. ->setParameter('ticketId', $ticketId);
  1399. return intval($qb->getQuery()->getSingleScalarResult());
  1400. }
  1402. public function getAgentDraftReply()
  1403. {
  1404. $signature = $this->getUser()->getAgentInstance()->getSignature();
  1406. return str_replace("\n", '<br/>', $signature);
  1407. }
  1409. public function trans($text)
  1410. {
  1411. return $this->container->get('translator')->trans($text);
  1412. }
  1414. public function getAllSources()
  1415. {
  1416. $sources = ['email' => 'Email', 'website' => 'Website'];
  1418. return $sources;
  1419. }
  1421. public function getCustomLabelDetails($container)
  1422. {
  1423. $currentUser = $container->get('user.service')->getCurrentUser();
  1425. $qb = $this->entityManager->createQueryBuilder();
  1426. $qb->select('COUNT(DISTINCT t) as ticketCount,sl.id')->from(CoreFrameworkEntity\Ticket::class, 't')
  1427. ->leftJoin('t.supportLabels', 'sl')
  1428. ->andWhere('sl.user = :userId')
  1429. ->setParameter('userId', $currentUser->getId())
  1430. ->groupBy('sl.id');
  1432. $ticketCountResult = $qb->getQuery()->getResult();
  1434. $data = array();
  1435. $qb = $this->entityManager->createQueryBuilder();
  1436. $qb->select('sl.id,sl.name,sl.colorCode')->from(CoreFrameworkEntity\SupportLabel::class, 'sl')
  1437. ->andWhere('sl.user = :userId')
  1438. ->setParameter('userId', $currentUser->getId());
  1440. $labels = $qb->getQuery()->getResult();
  1442. foreach ($labels as $key => $label) {
  1443. $labels[$key]['count'] = 0;
  1444. foreach ($ticketCountResult as $ticketCount) {
  1445. if (($label['id'] == $ticketCount['id']))
  1446. $labels[$key]['count'] = $ticketCount['ticketCount'] ?: 0;
  1447. }
  1448. }
  1450. return $labels;
  1451. }
  1453. public function getLabels($request = null)
  1454. {
  1455. static $labels;
  1456. if (null !== $labels)
  1457. return $labels;
  1459. $qb = $this->entityManager->createQueryBuilder();
  1460. $qb->select('sl')->from(CoreFrameworkEntity\SupportLabel::class, 'sl')
  1461. ->andWhere('sl.user = :userId')
  1462. ->setParameter('userId', $this->getUser()->getId());
  1464. if ($request) {
  1465. $qb->andWhere("sl.name LIKE :labelName");
  1466. $qb->setParameter('labelName', '%' . urldecode(trim($request->query->get('query'))) . '%');
  1467. }
  1469. return $labels = $qb->getQuery()->getArrayResult();
  1470. }
  1472. public function getTicketCollaborators($ticketId)
  1473. {
  1474. $qb = $this->entityManager->createQueryBuilder();
  1475. $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')
  1476. ->leftJoin('t.collaborators', 'c')
  1477. ->leftJoin('c.userInstance', 'userInstance')
  1478. ->andWhere('t.id = :ticketId')
  1479. ->andWhere('userInstance.supportRole = :roles')
  1480. ->setParameter('ticketId', $ticketId)
  1481. ->setParameter('roles', 4)
  1482. ->orderBy('name', 'ASC');
  1484. return $qb->getQuery()->getArrayResult();
  1485. }
  1487. public function getTicketTagsById($ticketId)
  1488. {
  1489. $qb = $this->entityManager->createQueryBuilder();
  1490. $qb->select('tg')->from(CoreFrameworkEntity\Tag::class, 'tg')
  1491. ->leftJoin('tg.tickets', 't')
  1492. ->andWhere('t.id = :ticketId')
  1493. ->setParameter('ticketId', $ticketId);
  1495. return $qb->getQuery()->getArrayResult();
  1496. }
  1498. public function getTicketLabels($ticketId)
  1499. {
  1500. $qb = $this->entityManager->createQueryBuilder();
  1501. $qb->select('DISTINCT sl.id,sl.name,sl.colorCode')->from(CoreFrameworkEntity\Ticket::class, 't')
  1502. ->leftJoin('t.supportLabels', 'sl')
  1503. ->leftJoin('sl.user', 'slu')
  1504. ->andWhere('slu.id = :userId')
  1505. ->andWhere('t.id = :ticketId')
  1506. ->setParameter('userId', $this->getUser()->getId())
  1507. ->setParameter('ticketId', $ticketId);
  1509. $result = $qb->getQuery()->getResult();
  1511. return $result ? $result : [];
  1512. }
  1514. public function getUserLabels()
  1515. {
  1516. $qb = $this->entityManager->createQueryBuilder();
  1517. $qb->select('sl')->from(CoreFrameworkEntity\SupportLabel::class, 'sl')
  1518. ->leftJoin('sl.user', 'slu')
  1519. ->andWhere('slu.id = :userId')
  1520. ->setParameter('userId', $this->getUser()->getId());
  1522. $result = $qb->getQuery()->getResult();
  1524. return $result ? $result : [];
  1525. }
  1527. public function getTicketLabelsAll($ticketId)
  1528. {
  1529. $qb = $this->entityManager->createQueryBuilder();
  1530. $qb->select('DISTINCT sl.id,sl.name,sl.colorCode')->from(CoreFrameworkEntity\Ticket::class, 't')
  1531. ->leftJoin('t.supportLabels', 'sl')
  1532. ->andWhere('t.id = :ticketId')
  1533. ->setParameter('ticketId', $ticketId);
  1535. $result = $qb->getQuery()->getResult();
  1537. return $result ? $result : [];
  1538. }
  1540. public function getManualWorkflow()
  1541. {
  1542. $preparedResponseIds = [];
  1543. $groupIds = [];
  1544. $teamIds = [];
  1545. $userId = $this->container->get('user.service')->getCurrentUser()->getAgentInstance()->getId();
  1547. $preparedResponseRepo = $this->entityManager->getRepository(PreparedResponses::class)->findAll();
  1549. foreach ($preparedResponseRepo as $pr) {
  1550. if ($userId == $pr->getUser()->getId()) {
  1551. //Save the ids of the saved reply.
  1552. array_push($preparedResponseIds, (int)$pr->getId());
  1553. }
  1554. }
  1556. // Get the ids of the Group(s) the current user is associated with.
  1557. $query = "select * from uv_user_support_groups where userInstanceId =" . $userId;
  1558. $connection = $this->entityManager->getConnection();
  1559. $stmt = $connection->prepare($query);
  1560. $result = $stmt->executeQuery()->fetchAllAssociative();
  1562. foreach ($result as $row) {
  1563. array_push($groupIds, $row['supportGroupId']);
  1564. }
  1566. // Get all the saved reply's ids that is associated with the user's group(s).
  1567. $query = "select * from uv_prepared_response_support_groups";
  1568. $stmt = $connection->prepare($query);
  1569. $result = $stmt->executeQuery()->fetchAllAssociative();
  1571. foreach ($result as $row) {
  1572. if (in_array($row['group_id'], $groupIds)) {
  1573. array_push($preparedResponseIds, (int) $row['savedReply_id']);
  1574. }
  1575. }
  1577. // Get the ids of the Team(s) the current user is associated with.
  1578. $query = "select * from uv_user_support_teams";
  1579. $connection = $this->entityManager->getConnection();
  1580. $stmt = $connection->prepare($query);
  1581. $result = $stmt->executeQuery()->fetchAllAssociative();
  1583. foreach ($result as $row) {
  1584. if ($row['userInstanceId'] == $userId) {
  1585. array_push($teamIds, $row['supportTeamId']);
  1586. }
  1587. }
  1589. $query = "select * from uv_prepared_response_support_teams";
  1590. $stmt = $connection->prepare($query);
  1591. $result = $stmt->executeQuery()->fetchAllAssociative();
  1593. foreach ($result as $row) {
  1594. if (in_array($row['subgroup_id'], $teamIds)) {
  1595. array_push($preparedResponseIds, (int)$row['savedReply_id']);
  1596. }
  1597. }
  1599. $qb = $this->entityManager->createQueryBuilder();
  1600. $qb->select('DISTINCT mw')
  1601. ->from(PreparedResponses::class, 'mw')
  1602. ->where('mw.status = 1')
  1603. ->andWhere('mw.id IN (:ids)')
  1604. ->setParameter('ids', $preparedResponseIds);
  1606. return $qb->getQuery()->getResult();
  1607. }
  1609. public function getSavedReplies()
  1610. {
  1611. $savedReplyIds = [];
  1612. $groupIds = [];
  1613. $teamIds = [];
  1614. $userInstance = $this->container->get('user.service')->getCurrentUser()->getAgentInstance();
  1615. $userId = $userInstance->getId();
  1616. $currentRole = $userInstance->getSupportRole()->getCode();
  1618. $savedReplyRepo = $this->entityManager->getRepository(CoreFrameworkEntity\SavedReplies::class)->findAll();
  1620. if (in_array($currentRole, ['ROLE_SUPER_ADMIN', 'ROLE_ADMIN'])) {
  1621. return $savedReplyRepo;
  1622. }
  1624. foreach ($savedReplyRepo as $sr) {
  1625. if ($userId == $sr->getUser()->getId()) {
  1626. //Save the ids of the saved reply.
  1627. array_push($savedReplyIds, (int)$sr->getId());
  1628. }
  1629. }
  1631. // Get the ids of the Group(s) the current user is associated with.
  1632. $query = "select * from uv_user_support_groups where userInstanceId = :userId";
  1633. $connection = $this->entityManager->getConnection();
  1634. $stmt = $connection->prepare($query);
  1635. $result = $stmt->executeQuery(['userId' => $userId])->fetchAllAssociative();
  1637. foreach ($result as $row) {
  1638. array_push($groupIds, $row['supportGroupId']);
  1639. }
  1641. // Get all the saved reply's ids that is associated with the user's group(s).
  1642. $query = "select * from uv_saved_replies_groups";
  1643. $stmt = $connection->prepare($query);
  1644. $result = $stmt->executeQuery()->fetchAllAssociative();
  1646. foreach ($result as $row) {
  1647. if (in_array($row['group_id'], $groupIds)) {
  1648. array_push($savedReplyIds, (int) $row['savedReply_id']);
  1649. }
  1650. }
  1652. // Get the ids of the Team(s) the current user is associated with.
  1653. $query = "select * from uv_user_support_teams";
  1654. $connection = $this->entityManager->getConnection();
  1655. $stmt = $connection->prepare($query);
  1656. $result = $stmt->executeQuery()->fetchAllAssociative();
  1658. foreach ($result as $row) {
  1659. if ($row['userInstanceId'] == $userId) {
  1660. array_push($teamIds, $row['supportTeamId']);
  1661. }
  1662. }
  1664. $query = "select * from uv_saved_replies_teams";
  1665. $stmt = $connection->prepare($query);
  1666. $result = $stmt->executeQuery()->fetchAllAssociative();
  1668. foreach ($result as $row) {
  1669. if (in_array($row['subgroup_id'], $teamIds)) {
  1670. array_push($savedReplyIds, (int)$row['savedReply_id']);
  1671. }
  1672. }
  1674. $qb = $this->entityManager->createQueryBuilder();
  1675. $qb->select('DISTINCT sr')
  1676. ->from(CoreFrameworkEntity\SavedReplies::class, 'sr')
  1677. ->Where('sr.id IN (:ids)')
  1678. ->setParameter('ids', $savedReplyIds);
  1680. return $qb->getQuery()->getResult();
  1681. }
  1683. public function getPriorities()
  1684. {
  1685. static $priorities;
  1686. if (null !== $priorities)
  1687. return $priorities;
  1689. $qb = $this->entityManager->createQueryBuilder();
  1690. $qb->select('tp')->from(CoreFrameworkEntity\TicketPriority::class, 'tp');
  1692. return $priorities = $qb->getQuery()->getArrayResult();
  1693. }
  1695. public function getTicketLastThread($ticketId)
  1696. {
  1697. $qb = $this->entityManager->createQueryBuilder();
  1698. $qb->select("th")->from(CoreFrameworkEntity\Thread::class, 'th')
  1699. ->leftJoin('th.ticket', 't')
  1700. ->andWhere('t.id = :ticketId')
  1701. ->setParameter('ticketId', $ticketId)
  1702. ->orderBy('th.id', 'DESC');
  1704. return $qb->getQuery()->setMaxResults(1)->getSingleResult();
  1705. }
  1707. public function getlastReplyAgentName($ticketId)
  1708. {
  1709. $qb = $this->entityManager->createQueryBuilder();
  1710. $qb->select("u.id,CONCAT(u.firstName,' ', u.lastName) AS name,u.firstName")->from(CoreFrameworkEntity\Thread::class, 'th')
  1711. ->leftJoin('th.ticket', 't')
  1712. ->leftJoin('th.user', 'u')
  1713. ->leftJoin('u.userInstance', 'userInstance')
  1714. ->andWhere('userInstance.supportRole != :roles')
  1715. ->andWhere('t.id = :ticketId')
  1716. ->andWhere('th.threadType = :threadType')
  1717. ->setParameter('threadType', 'reply')
  1718. ->andWhere('th.createdBy = :createdBy')
  1719. ->setParameter('createdBy', 'agent')
  1720. ->setParameter('ticketId', $ticketId)
  1721. ->setParameter('roles', 4)
  1722. ->orderBy('th.id', 'DESC');
  1724. $result = $qb->getQuery()->setMaxResults(1)->getResult();
  1726. return $result ? $result[0] : null;
  1727. }
  1729. public function getLastReply($ticketId, $userType = null)
  1730. {
  1731. $queryBuilder = $this->entityManager->createQueryBuilder();
  1732. $queryBuilder->select("th, a, u.id as userId")
  1733. ->from(CoreFrameworkEntity\Thread::class, 'th')
  1734. ->leftJoin('th.ticket', 't')
  1735. ->leftJoin('th.attachments', 'a')
  1736. ->leftJoin('th.user', 'u')
  1737. ->andWhere('t.id = :ticketId')
  1738. ->andWhere('th.threadType = :threadType')
  1739. ->setParameter('threadType', 'reply')
  1740. ->setParameter('ticketId', $ticketId)
  1741. ->orderBy('th.id', 'DESC')
  1742. ->getMaxResults(1);
  1744. if (!empty($userType)) {
  1745. $queryBuilder->andWhere('th.createdBy = :createdBy')->setParameter('createdBy', $userType);
  1746. }
  1748. $threadResponse = $queryBuilder->getQuery()->getArrayResult();
  1750. if (!empty($threadResponse[0][0])) {
  1751. $threadDetails = $threadResponse[0][0];
  1752. $userService = $this->container->get('user.service');
  1754. if ($threadDetails['createdBy'] == 'agent') {
  1755. $threadDetails['user'] = $userService->getAgentDetailById($threadResponse[0]['userId']);
  1756. } else {
  1757. $threadDetails['user'] = $userService->getCustomerPartialDetailById($threadResponse[0]['userId']);
  1758. }
  1760. $threadDetails['reply'] = html_entity_decode($threadDetails['message']);
  1761. $threadDetails['formatedCreatedAt'] = $this->timeZoneConverter($threadDetails['createdAt']);
  1762. $threadDetails['timestamp'] = $userService->convertToDatetimeTimezoneTimestamp($threadDetails['createdAt']);
  1764. if (!empty($threadDetails['attachments'])) {
  1765. $entityManager = $this->entityManager;
  1766. $uvdeskFileSystemService = $this->container->get('uvdesk.core.file_system.service');
  1768. $threadDetails['attachments'] = array_map(function ($attachment) use ($entityManager, $uvdeskFileSystemService) {
  1769. $attachmentReferenceObject = $this->entityManager->getReference(CoreFrameworkEntity\Attachment::class, $attachment['id']);
  1770. return $uvdeskFileSystemService->getFileTypeAssociations($attachmentReferenceObject);
  1771. }, $threadDetails['attachments']);
  1772. }
  1773. }
  1775. return $threadDetails ?? null;
  1776. }
  1778. public function getSavedReplyContent($savedReplyId, $ticketId)
  1779. {
  1780. $ticket = $this->entityManager->getRepository(CoreFrameworkEntity\Ticket::class)->find($ticketId);
  1781. $savedReply = $this->entityManager->getRepository(CoreFrameworkEntity\SavedReplies::class)->findOneById($savedReplyId);
  1782. $savedReplyGroups = $savedReply->getSupportGroups()->toArray();
  1783. $savedReplyTeams = $savedReply->getSupportTeams()->toArray();
  1785. $savedReplyGroups = array_map(function ($group) {
  1786. return $group->getId();
  1787. }, $savedReplyGroups);
  1789. $savedReplyTeams = array_map(function ($team) {
  1790. return $team->getId();
  1791. }, $savedReplyTeams);
  1793. $userInstance = $this->container->get('user.service')->getCurrentUser()->getAgentInstance();
  1794. $currentUserRole = $userInstance->getSupportRole()->getCode();
  1796. // Check if the user belongs to any of the groups or teams associated with the saved reply
  1797. $userGroups = $userInstance->getSupportGroups()->toArray();
  1798. $userTeams = $userInstance->getSupportTeams()->toArray();
  1800. $groupIds = array_map(function ($group) {
  1801. return $group->getId();
  1802. }, $userGroups);
  1804. $teamIds = array_map(function ($team) {
  1805. return $team->getId();
  1806. }, $userTeams);
  1808. if (!array_intersect($groupIds, $savedReplyGroups) && !array_intersect($teamIds, $savedReplyTeams) && (!in_array($currentUserRole, ['ROLE_ADMIN', 'ROLE_SUPER_ADMIN']))) {
  1809. throw new \Exception('You are not allowed to apply this saved reply.');
  1810. }
  1812. $emailPlaceholders = $this->getSavedReplyPlaceholderValues($ticket, 'customer');
  1814. return $this->container->get('email.service')->processEmailContent($savedReply->getMessage(), $emailPlaceholders, true);
  1815. }
  1817. public function getSavedReplyPlaceholderValues($ticket, $type = "customer")
  1818. {
  1819. $variables = array();
  1820. $variables['ticket.id'] = $ticket->getId();
  1821. $variables['ticket.subject'] = $ticket->getSubject();
  1823. $variables['ticket.status'] = $ticket->getStatus()->getCode();
  1824. $variables['ticket.priority'] = $ticket->getPriority()->getCode();
  1825. if ($ticket->getSupportGroup())
  1826. $variables['ticket.group'] = $ticket->getSupportGroup()->getName();
  1827. else
  1828. $variables['ticket.group'] = '';
  1830. $variables['ticket.team'] = ($ticket->getSupportTeam() ? $ticket->getSupportTeam()->getName() : '');
  1832. $customer = $this->container->get('user.service')->getCustomerPartialDetailById($ticket->getCustomer()->getId());
  1833. $variables['ticket.customerName'] = $customer['name'];
  1834. $variables['ticket.customerEmail'] = $customer['email'];
  1835. $userService = $this->container->get('user.service');
  1837. $variables['ticket.agentName'] = '';
  1838. $variables['ticket.agentEmail'] = '';
  1839. if ($ticket->getAgent()) {
  1840. $agent = $this->container->get('user.service')->getAgentDetailById($ticket->getAgent()->getId());
  1841. if ($agent) {
  1842. $variables['ticket.agentName'] = $agent['name'];
  1843. $variables['ticket.agentEmail'] = $agent['email'];
  1844. }
  1845. }
  1847. $router = $this->container->get('router');
  1849. if ($type == 'customer') {
  1850. $ticketListURL = $router->generate('helpdesk_customer_ticket_collection', [
  1851. 'id' => $ticket->getId(),
  1852. ], UrlGeneratorInterface::ABSOLUTE_URL);
  1853. } else {
  1854. $ticketListURL = $router->generate('helpdesk_member_ticket_collection', [
  1855. 'id' => $ticket->getId(),
  1856. ], UrlGeneratorInterface::ABSOLUTE_URL);
  1857. }
  1859. $variables['ticket.link'] = sprintf("<a href='%s'>#%s</a>", $ticketListURL, $ticket->getId());
  1861. return $variables;
  1862. }
  1864. public function isEmailBlocked($email, $website)
  1865. {
  1866. $flag = false;
  1867. $email = strtolower($email);
  1868. $knowledgeBaseWebsite = $this->entityManager->getRepository(KnowledgebaseWebsite::class)->findOneBy(['website' => $website->getId(), 'isActive' => 1]);
  1869. $list = $this->container->get('user.service')->getWebsiteSpamDetails($knowledgeBaseWebsite);
  1871. // Blacklist
  1872. if (!empty($list['blackList']['email']) && in_array($email, $list['blackList']['email'])) {
  1873. // Emails
  1874. $flag = true;
  1875. } elseif (!empty($list['blackList']['domain'])) {
  1876. // Domains
  1877. foreach ($list['blackList']['domain'] as $domain) {
  1878. if (strpos($email, $domain)) {
  1879. $flag = true;
  1880. break;
  1881. }
  1882. }
  1883. }
  1885. // Whitelist
  1886. if ($flag) {
  1887. if (isset($email, $list['whiteList']['email']) && in_array($email, $list['whiteList']['email'])) {
  1888. // Emails
  1889. return false;
  1890. } elseif (isset($list['whiteList']['domain'])) {
  1891. // Domains
  1892. foreach ($list['whiteList']['domain'] as $domain) {
  1893. if (strpos($email, $domain)) {
  1894. $flag = false;
  1895. }
  1896. }
  1897. }
  1898. }
  1900. return $flag;
  1901. }
  1903. public function timeZoneConverter($dateFlag)
  1904. {
  1905. $website = $this->entityManager->getRepository(CoreFrameworkEntity\Website::class)->findOneBy(['code' => 'Knowledgebase']);
  1906. $timeZone = $website->getTimezone();
  1907. $timeFormat = $website->getTimeformat();
  1909. $activeUser = $this->container->get('user.service')->getSessionUser();
  1910. $agentTimeZone = !empty($activeUser) ? $activeUser->getTimezone() : null;
  1911. $agentTimeFormat = !empty($activeUser) ? $activeUser->getTimeformat() : null;
  1913. $parameterType = gettype($dateFlag);
  1914. if ($parameterType == 'string') {
  1915. if (is_null($agentTimeZone) && is_null($agentTimeFormat)) {
  1916. if (is_null($timeZone) && is_null($timeFormat)) {
  1917. $datePattern = date_create($dateFlag);
  1919. return date_format($datePattern, 'd-m-Y h:ia');
  1920. } else {
  1921. $dateFlag = new \DateTime($dateFlag);
  1922. $datePattern = $dateFlag->setTimezone(new \DateTimeZone($timeZone));
  1924. return date_format($datePattern, $timeFormat);
  1925. }
  1926. } else {
  1927. $dateFlag = new \DateTime($dateFlag);
  1928. $datePattern = $dateFlag->setTimezone(new \DateTimeZone($agentTimeZone));
  1930. return date_format($datePattern, $agentTimeFormat);
  1931. }
  1932. } else {
  1933. if (is_null($agentTimeZone) && is_null($agentTimeFormat)) {
  1934. if (is_null($timeZone) && is_null($timeFormat)) {
  1935. return date_format($dateFlag, 'd-m-Y h:ia');
  1936. } else {
  1937. $datePattern = $dateFlag->setTimezone(new \DateTimeZone($timeZone));
  1938. return date_format($datePattern, $timeFormat);
  1939. }
  1940. } else {
  1941. $datePattern = $dateFlag->setTimezone(new \DateTimeZone($agentTimeZone));
  1943. return date_format($datePattern, $agentTimeFormat);
  1944. }
  1945. }
  1946. }
  1948. public function fomatTimeByPreference($dbTime, $timeZone, $timeFormat, $agentTimeZone, $agentTimeFormat)
  1949. {
  1950. if (is_null($agentTimeZone) && is_null($agentTimeFormat)) {
  1951. if (is_null($timeZone) && is_null($timeFormat)) {
  1952. $dateTimeZone = $dbTime;
  1953. $timeFormatString = 'd-m-Y h:ia';
  1954. } else {
  1955. $dateTimeZone = $dbTime->setTimezone(new \DateTimeZone($timeZone));
  1956. $timeFormatString = $timeFormat;
  1957. }
  1958. } else {
  1959. $dateTimeZone = $dbTime->setTimezone(new \DateTimeZone($agentTimeZone));
  1960. $timeFormatString = $agentTimeFormat;
  1961. }
  1963. $time['dateTimeZone'] = $dateTimeZone;
  1964. $time['timeFormatString'] = $timeFormatString;
  1966. return $time;
  1967. }
  1969. public function isTicketAccessGranted(CoreFrameworkEntity\Ticket $ticket, CoreFrameworkEntity\User $user = null, $firewall = 'members')
  1970. {
  1971. // @TODO: Take current firewall into consideration (access check on behalf of agent/customer)
  1972. if (empty($user)) {
  1973. $user = $this->container->get('user.service')->getSessionUser();
  1974. }
  1976. if (empty($user)) {
  1977. return false;
  1978. } else {
  1979. $agentInstance = $user->getAgentInstance();
  1981. if (empty($agentInstance)) {
  1982. return false;
  1983. }
  1984. }
  1986. if ($agentInstance->getSupportRole()->getId() == 3 && in_array($agentInstance->getTicketAccessLevel(), [2, 3, 4])) {
  1987. $accessLevel = $agentInstance->getTicketAccessLevel();
  1989. // Check if user has been given inidividual access
  1990. if ($ticket->getAgent() != null && $ticket->getAgent()->getId() == $user->getId()) {
  1991. return true;
  1992. }
  1994. if ($accessLevel == 2 || $accessLevel == 3) {
  1995. // Check if user belongs to a support team assigned to ticket
  1996. $teamReferenceIds = array_map(function ($team) {
  1997. return $team->getId();
  1998. }, $agentInstance->getSupportTeams()->toArray());
  2000. if ($ticket->getSupportTeam() != null && in_array($ticket->getSupportTeam()->getId(), $teamReferenceIds)) {
  2001. return true;
  2002. } else if ($accessLevel == 2) {
  2003. // Check if user belongs to a support group assigned to ticket
  2004. $groupReferenceIds = array_map(function ($group) {
  2005. return $group->getId();
  2006. }, $agentInstance->getSupportGroups()->toArray());
  2008. if ($ticket->getSupportGroup() != null && in_array($ticket->getSupportGroup()->getId(), $groupReferenceIds)) {
  2009. return true;
  2010. }
  2011. }
  2012. }
  2014. return false;
  2015. }
  2017. return true;
  2018. }
  2020. public function addTicketCustomFields($thread, $submittedCustomFields = [], $uploadedFilesCollection = [])
  2021. {
  2022. $customFieldsService = null;
  2023. $customFieldsEntityReference = null;
  2025. if ($this->userService->isFileExists('apps/uvdesk/custom-fields')) {
  2026. $customFieldsService = $this->container->get('uvdesk_package_custom_fields.service');
  2027. $customFieldsEntityReference = UVDeskCommunityPackages\CustomFields\Entity\CustomFields::class;
  2028. $customFieldValuesEntityReference = UVDeskCommunityPackages\CustomFields\Entity\CustomFieldsValues::class;
  2029. $ticketCustomFieldValuesEntityReference = UVDeskCommunityPackages\CustomFields\Entity\TicketCustomFieldsValues::class;
  2030. } else if ($this->userService->isFileExists('apps/uvdesk/form-component')) {
  2031. $customFieldsService = $this->container->get('uvdesk_package_form_component.service');
  2032. $customFieldsEntityReference = UVDeskCommunityPackages\FormComponent\Entity\CustomFields::class;
  2033. $customFieldValuesEntityReference = UVDeskCommunityPackages\FormComponent\Entity\CustomFieldsValues::class;
  2034. $ticketCustomFieldValuesEntityReference = UVDeskCommunityPackages\FormComponent\Entity\TicketCustomFieldsValues::class;
  2035. } else {
  2036. return;
  2037. }
  2039. $ticket = $thread->getTicket();
  2040. $customFieldsCollection = $this->entityManager->getRepository($customFieldsEntityReference)->findAll();
  2041. $customFieldValuesEntityRepository = $this->entityManager->getRepository($customFieldValuesEntityReference);
  2043. foreach ($customFieldsCollection as $customFields) {
  2044. if (in_array($customFields->getFieldType(), ['select', 'checkbox', 'radio']) && !count($customFields->getCustomFieldValues())) {
  2045. continue;
  2046. }
  2048. if (
  2049. !empty($submittedCustomFields)
  2050. && $customFields->getFieldType() != 'file'
  2051. && isset($submittedCustomFields[$customFields->getId()])
  2052. ) {
  2053. // Check if custom field dependency criterias are fullfilled
  2054. if (
  2055. count($customFields->getCustomFieldsDependency())
  2056. && !in_array($ticket->getType(), $customFields->getCustomFieldsDependency()->toArray())
  2057. ) {
  2058. continue;
  2059. }
  2061. // Save ticket custom fields
  2062. $ticketCustomField = new $ticketCustomFieldValuesEntityReference();
  2063. $ticketCustomField
  2064. ->setTicket($ticket)
  2065. ->setTicketCustomFieldsValues($customFields)
  2066. ->setValue(json_encode($submittedCustomFields[$customFields->getId()]))
  2067. ;
  2069. if (in_array($customFields->getFieldType(), ['select', 'checkbox', 'radio'])) {
  2070. // Add custom field values mapping too
  2071. if (is_array($submittedCustomFields[$customFields->getId()])) {
  2072. foreach ($submittedCustomFields[$customFields->getId()] as $value) {
  2073. $ticketCustomFieldValues = $customFieldValuesEntityRepository->findOneBy([
  2074. 'id' => $value,
  2075. 'customFields' => $customFields,
  2076. ]);
  2078. if (!empty($ticketCustomFieldValues)) {
  2079. $ticketCustomField
  2080. ->setTicketCustomFieldValueValues($ticketCustomFieldValues);
  2081. }
  2082. }
  2083. } else {
  2084. $ticketCustomFieldValues = $customFieldValuesEntityRepository->findOneBy([
  2085. 'id' => $submittedCustomFields[$customFields->getId()],
  2086. 'customFields' => $customFields,
  2087. ]);
  2089. if (!empty($ticketCustomFieldValues)) {
  2090. $ticketCustomField
  2091. ->setTicketCustomFieldValueValues($ticketCustomFieldValues);
  2092. }
  2093. }
  2094. }
  2096. $this->entityManager->persist($ticketCustomField);
  2097. $this->entityManager->flush();
  2098. } else if (
  2099. !empty($uploadedFilesCollection)
  2100. && isset($uploadedFilesCollection[$customFields->getId()])
  2101. ) {
  2102. // Upload files
  2103. $path = '/custom-fields/ticket/' . $ticket->getId() . '/';
  2104. $fileNames = $this->fileUploadService->uploadFile($uploadedFilesCollection[$customFields->getid()], $path, true);
  2106. if (!empty($fileNames)) {
  2107. // Save files entry to attachment table
  2108. try {
  2109. $newFilesNames = $customFieldsService->addFilesEntryToAttachmentTable([$fileNames], $thread);
  2111. foreach ($newFilesNames as $value) {
  2112. // Save ticket custom fields
  2113. $ticketCustomField = new $ticketCustomFieldValuesEntityReference();
  2114. $ticketCustomField
  2115. ->setTicket($ticket)
  2116. ->setTicketCustomFieldsValues($customFields)
  2117. ->setValue(json_encode([
  2118. 'name' => $value['name'],
  2119. 'path' => $value['path'],
  2120. 'id' => $value['id'],
  2121. ]))
  2122. ;
  2124. $this->entityManager->persist($ticketCustomField);
  2125. $this->entityManager->flush();
  2126. }
  2127. } catch (\Exception $e) {
  2128. // @TODO: Log execption message
  2129. }
  2130. }
  2131. }
  2132. }
  2133. }
  2135. // return attachemnt for initial thread
  2136. public function getInitialThread($ticketId)
  2137. {
  2138. $firstThread = null;
  2139. $intialThread = $this->entityManager->getRepository(CoreFrameworkEntity\Thread::class)->findBy(['ticket' => $ticketId]);
  2141. foreach ($intialThread as $key => $value) {
  2142. if ($value->getThreadType() == "create") {
  2143. $firstThread = $value;
  2144. }
  2145. }
  2147. return $firstThread;
  2148. }
  2150. public function getTicketConditions()
  2151. {
  2152. $conditions = array(
  2153. 'ticket' => [
  2154. ('mail') => array(
  2155. [
  2156. 'lable' => ('from_mail'),
  2157. 'value' => 'from_mail',
  2158. 'match' => 'email'
  2159. ],
  2160. [
  2161. 'lable' => ('to_mail'),
  2162. 'value' => 'to_mail',
  2163. 'match' => 'email'
  2164. ],
  2165. ),
  2166. ('API') => array(
  2167. [
  2168. 'lable' => ('Domain'),
  2169. 'value' => 'domain',
  2170. 'match' => 'api'
  2171. ],
  2172. [
  2173. 'lable' => ('Locale'),
  2174. 'value' => 'locale',
  2175. 'match' => 'api'
  2176. ],
  2177. ),
  2178. ('ticket') => array(
  2179. [
  2180. 'lable' => ('subject'),
  2181. 'value' => 'subject',
  2182. 'match' => 'string'
  2183. ],
  2184. [
  2185. 'lable' => ('description'),
  2186. 'value' => 'description',
  2187. 'match' => 'string'
  2188. ],
  2189. [
  2190. 'lable' => ('subject_or_description'),
  2191. 'value' => 'subject_or_description',
  2192. 'match' => 'string'
  2193. ],
  2194. [
  2195. 'lable' => ('priority'),
  2196. 'value' => 'priority',
  2197. 'match' => 'select'
  2198. ],
  2199. [
  2200. 'lable' => ('type'),
  2201. 'value' => 'type',
  2202. 'match' => 'select'
  2203. ],
  2204. [
  2205. 'lable' => ('status'),
  2206. 'value' => 'status',
  2207. 'match' => 'select'
  2208. ],
  2209. [
  2210. 'lable' => ('source'),
  2211. 'value' => 'source',
  2212. 'match' => 'select'
  2213. ],
  2214. [
  2215. 'lable' => ('created'),
  2216. 'value' => 'created',
  2217. 'match' => 'date'
  2218. ],
  2219. [
  2220. 'lable' => ('agent'),
  2221. 'value' => 'agent',
  2222. 'match' => 'select'
  2223. ],
  2224. [
  2225. 'lable' => ('group'),
  2226. 'value' => 'group',
  2227. 'match' => 'select'
  2228. ],
  2229. [
  2230. 'lable' => ('team'),
  2231. 'value' => 'team',
  2232. 'match' => 'select'
  2233. ],
  2234. ),
  2235. ('customer') => array(
  2236. [
  2237. 'lable' => ('customer_name'),
  2238. 'value' => 'customer_name',
  2239. 'match' => 'string'
  2240. ],
  2241. [
  2242. 'lable' => ('customer_email'),
  2243. 'value' => 'customer_email',
  2244. 'match' => 'email'
  2245. ],
  2246. ),
  2247. ],
  2248. 'task' => [
  2249. ('task') => array(
  2250. [
  2251. 'lable' => ('subject'),
  2252. 'value' => 'subject',
  2253. 'match' => 'string'
  2254. ],
  2255. [
  2256. 'lable' => ('description'),
  2257. 'value' => 'description',
  2258. 'match' => 'string'
  2259. ],
  2260. [
  2261. 'lable' => ('subject_or_description'),
  2262. 'value' => 'subject_or_description',
  2263. 'match' => 'string'
  2264. ],
  2265. [
  2266. 'lable' => ('priority'),
  2267. 'value' => 'priority',
  2268. 'match' => 'select'
  2269. ],
  2270. [
  2271. 'lable' => ('stage'),
  2272. 'value' => 'stage',
  2273. 'match' => 'select'
  2274. ],
  2275. [
  2276. 'lable' => ('created'),
  2277. 'value' => 'created',
  2278. 'match' => 'date'
  2279. ],
  2280. [
  2281. 'lable' => ('agent_name'),
  2282. 'value' => 'agent_name',
  2283. 'match' => 'select'
  2284. ],
  2285. [
  2286. 'lable' => ('agent_email'),
  2287. 'value' => 'agent_email',
  2288. 'match' => 'select'
  2289. ],
  2290. ),
  2291. ]
  2292. );
  2295. return $conditions;
  2296. }
  2298. public function getAgentMatchConditions()
  2299. {
  2300. return [
  2301. 'email' => array(
  2302. [
  2303. 'lable' => ('is'),
  2304. 'value' => 'is'
  2305. ],
  2306. [
  2307. 'lable' => ('isNot'),
  2308. 'value' => 'isNot'
  2309. ],
  2310. [
  2311. 'lable' => ('contains'),
  2312. 'value' => 'contains'
  2313. ],
  2314. [
  2315. 'lable' => ('notContains'),
  2316. 'value' => 'notContains'
  2317. ],
  2318. ),
  2319. 'api' => array(
  2320. [
  2321. 'lable' => ('is'),
  2322. 'value' => 'is'
  2323. ],
  2324. [
  2325. 'lable' => ('contains'),
  2326. 'value' => 'contains'
  2327. ],
  2328. ),
  2329. 'string' => array(
  2330. [
  2331. 'lable' => ('is'),
  2332. 'value' => 'is'
  2333. ],
  2334. [
  2335. 'lable' => ('isNot'),
  2336. 'value' => 'isNot'
  2337. ],
  2338. [
  2339. 'lable' => ('contains'),
  2340. 'value' => 'contains'
  2341. ],
  2342. [
  2343. 'lable' => ('notContains'),
  2344. 'value' => 'notContains'
  2345. ],
  2346. [
  2347. 'lable' => ('startWith'),
  2348. 'value' => 'startWith'
  2349. ],
  2350. [
  2351. 'lable' => ('endWith'),
  2352. 'value' => 'endWith'
  2353. ],
  2354. ),
  2355. 'select' => array(
  2356. [
  2357. 'lable' => ('is'),
  2358. 'value' => 'is'
  2359. ],
  2360. ),
  2361. 'date' => array(
  2362. [
  2363. 'lable' => ('before'),
  2364. 'value' => 'before'
  2365. ],
  2366. [
  2367. 'lable' => ('beforeOn'),
  2368. 'value' => 'beforeOn'
  2369. ],
  2370. [
  2371. 'lable' => ('after'),
  2372. 'value' => 'after'
  2373. ],
  2374. [
  2375. 'lable' => ('afterOn'),
  2376. 'value' => 'afterOn'
  2377. ],
  2378. ),
  2379. 'datetime' => array(
  2380. [
  2381. 'lable' => ('before'),
  2382. 'value' => 'beforeDateTime'
  2383. ],
  2384. [
  2385. 'lable' => ('beforeOn'),
  2386. 'value' => 'beforeDateTimeOn'
  2387. ],
  2388. [
  2389. 'lable' => ('after'),
  2390. 'value' => 'afterDateTime'
  2391. ],
  2392. [
  2393. 'lable' => ('afterOn'),
  2394. 'value' => 'afterDateTimeOn'
  2395. ],
  2396. ),
  2397. 'time' => array(
  2398. [
  2399. 'lable' => ('before'),
  2400. 'value' => 'beforeTime'
  2401. ],
  2402. [
  2403. 'lable' => ('beforeOn'),
  2404. 'value' => 'beforeTimeOn'
  2405. ],
  2406. [
  2407. 'lable' => ('after'),
  2408. 'value' => 'afterTime'
  2409. ],
  2410. [
  2411. 'lable' => ('afterOn'),
  2412. 'value' => 'afterTimeOn'
  2413. ],
  2414. ),
  2415. 'number' => array(
  2416. [
  2417. 'lable' => ('is'),
  2418. 'value' => 'is'
  2419. ],
  2420. [
  2421. 'lable' => ('isNot'),
  2422. 'value' => 'isNot'
  2423. ],
  2424. [
  2425. 'lable' => ('contains'),
  2426. 'value' => 'contains'
  2427. ],
  2428. [
  2429. 'lable' => ('greaterThan'),
  2430. 'value' => 'greaterThan'
  2431. ],
  2432. [
  2433. 'lable' => ('lessThan'),
  2434. 'value' => 'lessThan'
  2435. ],
  2436. ),
  2437. ];
  2438. }
  2440. public function getTicketMatchConditions()
  2441. {
  2442. return [
  2443. 'email' => array(
  2444. [
  2445. 'lable' => ('is'),
  2446. 'value' => 'is'
  2447. ],
  2448. [
  2449. 'lable' => ('isNot'),
  2450. 'value' => 'isNot'
  2451. ],
  2452. [
  2453. 'lable' => ('contains'),
  2454. 'value' => 'contains'
  2455. ],
  2456. [
  2457. 'lable' => ('notContains'),
  2458. 'value' => 'notContains'
  2459. ],
  2460. ),
  2461. 'api' => array(
  2462. [
  2463. 'lable' => ('is'),
  2464. 'value' => 'is'
  2465. ],
  2466. [
  2467. 'lable' => ('contains'),
  2468. 'value' => 'contains'
  2469. ],
  2470. ),
  2471. 'string' => array(
  2472. [
  2473. 'lable' => ('is'),
  2474. 'value' => 'is'
  2475. ],
  2476. [
  2477. 'lable' => ('isNot'),
  2478. 'value' => 'isNot'
  2479. ],
  2480. [
  2481. 'lable' => ('contains'),
  2482. 'value' => 'contains'
  2483. ],
  2484. [
  2485. 'lable' => ('notContains'),
  2486. 'value' => 'notContains'
  2487. ],
  2488. [
  2489. 'lable' => ('startWith'),
  2490. 'value' => 'startWith'
  2491. ],
  2492. [
  2493. 'lable' => ('endWith'),
  2494. 'value' => 'endWith'
  2495. ],
  2496. ),
  2497. 'select' => array(
  2498. [
  2499. 'lable' => ('is'),
  2500. 'value' => 'is'
  2501. ],
  2502. [
  2503. 'lable' => ('isNot'),
  2504. 'value' => 'isNot'
  2505. ],
  2506. ),
  2507. 'date' => array(
  2508. [
  2509. 'lable' => ('before'),
  2510. 'value' => 'before'
  2511. ],
  2512. [
  2513. 'lable' => ('beforeOn'),
  2514. 'value' => 'beforeOn'
  2515. ],
  2516. [
  2517. 'lable' => ('after'),
  2518. 'value' => 'after'
  2519. ],
  2520. [
  2521. 'lable' => ('afterOn'),
  2522. 'value' => 'afterOn'
  2523. ],
  2524. ),
  2525. 'datetime' => array(
  2526. [
  2527. 'lable' => ('before'),
  2528. 'value' => 'beforeDateTime'
  2529. ],
  2530. [
  2531. 'lable' => ('beforeOn'),
  2532. 'value' => 'beforeDateTimeOn'
  2533. ],
  2534. [
  2535. 'lable' => ('after'),
  2536. 'value' => 'afterDateTime'
  2537. ],
  2538. [
  2539. 'lable' => ('afterOn'),
  2540. 'value' => 'afterDateTimeOn'
  2541. ],
  2542. ),
  2543. 'time' => array(
  2544. [
  2545. 'lable' => ('before'),
  2546. 'value' => 'beforeTime'
  2547. ],
  2548. [
  2549. 'lable' => ('beforeOn'),
  2550. 'value' => 'beforeTimeOn'
  2551. ],
  2552. [
  2553. 'lable' => ('after'),
  2554. 'value' => 'afterTime'
  2555. ],
  2556. [
  2557. 'lable' => ('afterOn'),
  2558. 'value' => 'afterTimeOn'
  2559. ],
  2560. ),
  2561. 'number' => array(
  2562. [
  2563. 'lable' => ('is'),
  2564. 'value' => 'is'
  2565. ],
  2566. [
  2567. 'lable' => ('isNot'),
  2568. 'value' => 'isNot'
  2569. ],
  2570. [
  2571. 'lable' => ('contains'),
  2572. 'value' => 'contains'
  2573. ],
  2574. [
  2575. 'lable' => ('greaterThan'),
  2576. 'value' => 'greaterThan'
  2577. ],
  2578. [
  2579. 'lable' => ('lessThan'),
  2580. 'value' => 'lessThan'
  2581. ],
  2582. ),
  2583. ];
  2584. }
  2586. public function getTargetAction()
  2587. {
  2588. return [
  2589. '4' => ['response' => ['time' => '2', 'unit' => 'hours'], 'resolve' => ['time' => '8', 'unit' => 'hours'], 'operational' => 'calendarHours', 'isActive' => 'on'],
  2590. '3' => ['response' => ['time' => '4', 'unit' => 'hours'], 'resolve' => ['time' => '1', 'unit' => 'days'], 'operational' => 'calendarHours', 'isActive' => 'on'],
  2591. '2' => ['response' => ['time' => '8', 'unit' => 'hours'], 'resolve' => ['time' => '3', 'unit' => 'days'], 'operational' => 'calendarHours', 'isActive' => 'on'],
  2592. '1' => ['response' => ['time' => '16', 'unit' => 'hours'], 'resolve' => ['time' => '5', 'unit' => 'days'], 'operational' => 'calendarHours', 'isActive' => 'on'],
  2593. ];
  2594. }
  2596. public function getTicketActions($force = false)
  2597. {
  2598. $actionArray = array(
  2599. 'ticket' => [
  2600. 'priority' => ('action.priority'),
  2601. 'type' => ('action.type'),
  2602. 'status' => ('action.status'),
  2603. 'tag' => ('action.tag'),
  2604. 'note' => ('action.note'),
  2605. 'label' => ('action.label'),
  2606. 'assign_agent' => ('action.assign_agent'),
  2607. 'assign_group' => ('action.assign_group'),
  2608. 'assign_team' => ('action.assign_team'),
  2609. 'mail_agent' => ('action.mail_agent'),
  2610. 'mail_group' => ('action.mail_group'),
  2611. 'mail_team' => ('action.mail_team'),
  2612. 'mail_customer' => ('action.mail_customer'),
  2613. 'mail_last_collaborator' => ('action.mail_last_collaborator'),
  2614. 'mail_all_collaborators' => ('action.mail_all_collaborators'),
  2615. 'delete_ticket' => ('action.delete_ticket'),
  2616. 'mark_spam' => ('action.mark_spam'),
  2617. ],
  2618. 'task' => [
  2619. 'reply' => ('action.reply'),
  2620. 'mail_agent' => ('action.mail_agent'),
  2621. 'mail_members' => ('action.mail_members'),
  2622. 'mail_last_member' => ('action.mail_last_member'),
  2623. ],
  2624. 'customer' => [
  2625. 'mail_customer' => ('action.mail_customer'),
  2626. ],
  2627. 'agent' => [
  2628. 'mail_agent' => ('action.mail_agent'),
  2629. 'task_transfer' => ('action.task_transfer'),
  2630. 'assign_agent' => ('action.assign_agent'),
  2631. 'assign_group' => ('action.assign_group'),
  2632. 'assign_team' => ('action.assign_team'),
  2633. ],
  2634. );
  2636. $actionRoleArray = [
  2637. 'ticket->priority' => 'ROLE_AGENT_UPDATE_TICKET_PRIORITY',
  2638. 'ticket->type' => 'ROLE_AGENT_UPDATE_TICKET_TYPE',
  2639. 'ticket->status' => 'ROLE_AGENT_UPDATE_TICKET_STATUS',
  2640. 'ticket->tag' => 'ROLE_AGENT_ADD_TAG',
  2641. 'ticket->note' => 'ROLE_AGENT_ADD_NOTE',
  2642. 'ticket->assign_agent' => 'ROLE_AGENT_ASSIGN_TICKET',
  2643. 'ticket->assign_group' => 'ROLE_AGENT_ASSIGN_TICKET_GROUP',
  2644. 'ticket->assign_team' => 'ROLE_AGENT_ASSIGN_TICKET_GROUP',
  2645. 'ticket->mail_agent' => 'ROLE_AGENT',
  2646. 'ticket->mail_group' => 'ROLE_AGENT_MANAGE_GROUP',
  2647. 'ticket->mail_team' => 'ROLE_AGENT_MANAGE_SUB_GROUP',
  2648. 'ticket->mail_customer' => 'ROLE_AGENT',
  2649. 'ticket->mail_last_collaborator' => 'ROLE_AGENT',
  2650. 'ticket->mail_all_collaborators' => 'ROLE_AGENT',
  2651. 'ticket->delete_ticket' => 'ROLE_AGENT_DELETE_TICKET',
  2652. 'ticket->mark_spam' => 'ROLE_AGENT_UPDATE_TICKET_STATUS',
  2653. 'ticket->label' => 'ROLE_ADMIN',
  2654. 'task->reply' => 'ROLE_AGENT',
  2655. 'task->mail_agent' => 'ROLE_AGENT',
  2656. 'task->mail_members' => 'ROLE_AGENT',
  2657. 'task->mail_last_member' => 'ROLE_AGENT',
  2658. 'customer->mail_customer' => 'ROLE_AGENT',
  2659. 'agent->mail_agent' => 'ROLE_AGENT',
  2660. 'agent->task_transfer' => 'ROLE_AGENT_EDIT_TASK',
  2661. 'agent->assign_agent' => 'ROLE_AGENT_ASSIGN_TICKET',
  2662. 'agent->assign_group' => 'ROLE_AGENT_ASSIGN_TICKET_GROUP',
  2663. 'agent->assign_team' => 'ROLE_AGENT_ASSIGN_TICKET_GROUP',
  2664. ];
  2666. $resultArray = [];
  2668. foreach ($actionRoleArray as $action => $role) {
  2669. if ($role == 'ROLE_AGENT' || $this->container->get('user.service')->checkPermission($role) || $force) {
  2670. $actionPath = explode('->', $action);
  2671. $resultArray[$actionPath[0]][$actionPath[1]] = $actionArray[$actionPath[0]][$actionPath[1]];
  2672. }
  2673. }
  2675. $repo = $this->container->get('doctrine.orm.entity_manager')->getRepository('WebkulAppBundle:ECommerceChannel');
  2677. $ecomArray = [];
  2678. $ecomChannels = $repo->getActiveChannelsByCompany($this->container->get('user.service')->getCurrentCompany());
  2680. foreach ($ecomChannels as $channel) {
  2681. $ecomArray['add_order_to_' . $channel['id']] = ('Add order to: ') . $channel['title'];
  2682. }
  2684. $resultArray['ticket'] = array_merge($resultArray['ticket'], $ecomArray);
  2686. return $resultArray;
  2687. }
  2689. /**
  2690. * Generates a unique url that can be used to access ticket without any active session with read only priviliges.
  2691. */
  2692. public function generateTicketCustomerReadOnlyResourceAccessLink(CoreFrameworkEntity\Ticket $ticket)
  2693. {
  2694. $customer = $ticket->getCustomer();
  2696. $router = $this->container->get('router');
  2698. $token = $this->generateCustomToken($ticket->getId());
  2700. $publicResourceAccessLink = new CoreFrameworkEntity\PublicResourceAccessLink();
  2701. $publicResourceAccessLink
  2702. ->setResourceId($ticket->getId())
  2703. ->setResourceType(CoreFrameworkEntity\Ticket::class)
  2704. ->setUniqueResourceAccessId($token)
  2705. ->setTotalViews(0)
  2706. ->setCreatedAt(new \DateTime('now'))
  2707. ->setExpiresAt(new \DateTime('+1 week'))
  2708. ->setIsExpired(false)
  2709. ->setUser($customer)
  2710. ;
  2712. $this->entityManager->persist($publicResourceAccessLink);
  2713. $this->entityManager->flush();
  2715. return $router->generate('helpdesk_customer_public_resource_access_intermediate', [
  2716. 'urid' => $publicResourceAccessLink->getUniqueResourceAccessId(),
  2717. ], UrlGeneratorInterface::ABSOLUTE_URL);
  2718. }
  2720. // Generate a token based on ticket, timestamp and random string.
  2721. public function generateCustomToken($ticketId, $randomLength = 6)
  2722. {
  2723. // Convert the current timestamp to Base36
  2724. $timestamp = base_convert(time(), 10, 36);
  2726. // Add the ticket ID
  2727. $ticketPart = strtoupper(base_convert($ticketId, 10, 36)); // Convert ticket ID to Base36 (uppercase for readability)
  2729. // Generate a random string of specified length
  2730. $characters = '0123456789abcdefghijklmnopqrstuvwxyzABCDEFGHIJKLMNOPQRSTUVWXYZ';
  2731. $randomString = '';
  2732. for ($i = 0; $i < $randomLength; $i++) {
  2733. $randomString .= $characters[random_int(0, strlen($characters) - 1)];
  2734. }
  2736. // Combine all parts: timestamp + ticket ID + random string
  2737. return $timestamp . $ticketPart . $randomString;
  2738. }
  2740. public function sanitizeMessage($html)
  2741. {
  2742. // Step 1: Einmal sauber dekodieren (reicht völlig)
  2743. $html = html_entity_decode((string)$html, ENT_QUOTES | ENT_HTML5, 'UTF-8');
  2745. // Neu: HTML-Kommentare entfernen (versteckte Payloads)
  2746. $html = preg_replace('/<!--.*?-->/s', '', $html);
  2748. // Step 2: Skripte & JS-Schemen entfernen
  2749. $scriptPatterns = [
  2750. '/<\s*script[^>]*>.*?<\s*\/\s*script\s*>/is',
  2751. '/<\s*script[^>]*>.*?$/is', // ungeschlossene <script>
  2752. '/javascript\s*:/i',
  2753. '/vbscript\s*:/i',
  2754. '/data\s*:\s*text\/html/i',
  2755. '/data\s*:\s*application\/javascript/i'
  2756. ];
  2757. foreach ($scriptPatterns as $pattern) {
  2758. $html = preg_replace($pattern, '', $html);
  2759. }
  2761. // Step 3: Gefährliche Tags komplett entfernen
  2762. $dangerousTags = [
  2763. 'script','iframe','object','embed','form','input','textarea','button','select','option',
  2764. 'style','link','meta','base','applet','bgsound','blink','body','frame','frameset',
  2765. 'head','html','ilayer','layer','plaintext','title','xml','xmp','noscript'
  2766. ];
  2767. foreach ($dangerousTags as $tag) {
  2768. $html = preg_replace('/<\s*\/?\s*' . preg_quote($tag, '/') . '[^>]*>/is', '', $html);
  2769. }
  2771. // Step 4: Gefährliche Attribute entfernen (grobe Kehrmaschine)
  2772. $dangerousAttributes = [
  2773. 'on\w+', // onclick, onload, onerror, ...
  2774. 'style',
  2775. 'background',
  2776. 'dynsrc',
  2777. 'lowsrc',
  2778. 'href\s*=\s*["\']?\s*javascript',
  2779. 'src\s*=\s*["\']?\s*javascript',
  2780. 'action',
  2781. 'formaction',
  2782. 'poster',
  2783. 'cite',
  2784. 'longdesc',
  2785. 'profile',
  2786. 'usemap'
  2787. ];
  2788. foreach ($dangerousAttributes as $attr) {
  2789. $html = preg_replace('/\s+' . $attr . '\s*=\s*(["\'])[^"\']*\1/i', '', $html);
  2790. $html = preg_replace('/\s+' . $attr . '\s*=\s*[^\s>]+/i', '', $html);
  2791. }
  2794. // Step 5: Protokolle in restlichen Attributen hart blocken
  2795. $html = preg_replace(
  2796. '/\b(href|src|action|formaction|background|cite|longdesc|profile|usemap)\s*=\s*(["\']?)(?!https?:|\/\/|\/|#|mailto:|tel:|cid:|data:image\/(?:png|jpe?g|gif|webp);base64,)[a-z0-9+.\-]+:[^"\'>\s]*/i',
  2797. '$1=$2#blocked',
  2798. $html
  2799. );
  2803. // Step 6: Nur sichere Tags stehen lassen
  2804. $allowedTags = '<p><b><i><strong><em><ul><ol><li><br><a><img><h1><h2><h3><h4><h5><h6><blockquote><code><pre><span><div>';
  2805. $html = strip_tags($html, $allowedTags);
  2808. // Step 7: Erlaubte Attribute je Tag strikt neu aufbauen
  2809. $html = preg_replace_callback('/<(\w+)([^>]*)>/i', function ($matches) {
  2810. $tag = strtolower($matches[1]);
  2811. $attributes = $matches[2];
  2813. $allowedAttributes = [
  2814. 'a' => ['href', 'title', 'target', 'rel'],
  2815. 'img' => ['src', 'alt', 'width', 'height', 'title', 'loading'],
  2816. 'p' => ['class'],
  2817. 'div' => ['class'],
  2818. 'span' => ['class'],
  2819. 'h1' => [],
  2820. 'h2' => [],
  2821. 'h3' => [],
  2822. 'h4' => [],
  2823. 'h5' => [],
  2824. 'h6' => [],
  2825. 'ul' => [],
  2826. 'ol' => [],
  2827. 'li' => [],
  2828. 'br' => [],
  2829. 'blockquote' => [],
  2830. 'code' => [],
  2831. 'pre' => [],
  2832. 'b' => [],
  2833. 'i' => [],
  2834. 'strong' => [],
  2835. 'em' => []
  2836. ];
  2838. if (!isset($allowedAttributes[$tag])) {
  2839. return '<' . $tag . '>';
  2840. }
  2842. $validAttrs = [];
  2844. // Hilfsfunktion: sichere URL?
  2845. $isSafeUrl = function ($value, $isImg = false) {
  2846. // Erlaube http(s), Root-Relative (/...), Anchors (#...), mailto: (nur für <a>)
  2847. if (preg_match('/^(https?:\/\/|\/|#)/i', $value)) {
  2848. return true;
  2849. }
  2850. // mailto nur für Links – wird im Aufrufer geprüft
  2851. return false;
  2852. };
  2854. foreach ($allowedAttributes[$tag] as $allowedAttr) {
  2855. if (preg_match('/\s+' . preg_quote($allowedAttr, '/') . '\s*=\s*(["\'])([^"\']*)\1/i', $attributes, $m)) {
  2856. $value = $m[2];
  2858. // Additional validation for specific attributes
  2859. if ($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. } elseif ($allowedAttr === 'rel') {
  2875. // rel erlauben, aber nur sichere Werte
  2876. $safeRel = array_intersect(
  2877. preg_split('/\s+/', strtolower($value)),
  2878. ['noopener','noreferrer','nofollow','ugc']
  2879. );
  2880. if (!empty($safeRel)) {
  2881. $validAttrs[] = 'rel="' . implode(' ', $safeRel) . '"';
  2882. }
  2883. } elseif ($allowedAttr === 'loading') {
  2884. // Für Bilder: lazy/eager/auto – default: lazy
  2885. $loading = in_array(strtolower($value), ['lazy','eager','auto'], true) ? strtolower($value) : 'lazy';
  2886. $validAttrs[] = 'loading="' . $loading . '"';
  2887. } else {
  2888. $validAttrs[] = $allowedAttr . '="' . htmlspecialchars($value, ENT_QUOTES, 'UTF-8') . '"';
  2889. }
  2890. }
  2891. }
  2893. // Für <img>, falls kein loading gesetzt wurde, default hinzufügen
  2894. if ($tag === 'img' && !preg_match('/\sloading=/i', $attributes)) {
  2895. $validAttrs[] = 'loading="lazy"';
  2896. }
  2898. return '<' . $tag . (empty($validAttrs) ? '' : ' ' . implode(' ', $validAttrs)) . '>';
  2899. }, $html);
  2901. // Step 8: Remove any malformed or incomplete tags
  2902. $html = preg_replace('/<[^>]*$/', '', $html); // Remove incomplete tags at end
  2903. $html = preg_replace('/^[^<]*>/', '', $html); // Remove incomplete tags at start
  2905. // Step 9: Final security check - remove any remaining suspicious patterns
  2906. $suspiciousPatterns = [
  2907. '/expression\s*\(/i', // CSS expression()
  2908. '/behavior\s*:/i', // CSS behavior
  2909. '/binding\s*:/i', // CSS binding
  2910. '/import\s*["\']?[^"\';]*;?/i', // CSS @import
  2911. '/url\s*\([^)]*\)/i', // CSS url()
  2912. '/&#/i', // Remaining HTML entities
  2913. '/&\w+;/i' // HTML entity patterns
  2914. ];
  2916. foreach ($suspiciousPatterns as $pattern) {
  2917. $html = preg_replace($pattern, '', $html);
  2918. }
  2920. // Optional: Whitespace normalisieren
  2921. $html = preg_replace('/\s{2,}/', ' ', $html);
  2923. return trim($html);
  2924. }
  2927. public function getThreadAttachments($thread)
  2928. {
  2929. $attachments = $this->entityManager->getRepository(CoreFrameworkEntity\Attachment::class)->findBy(['thread' => $thread->getId()]);
  2931. $attachmentCollection = array_map(function ($attachment) {
  2932. return [
  2933. 'id' => $attachment->getId(),
  2934. 'name' => $attachment->getName(),
  2935. 'contentType' => $attachment->getContentType(),
  2936. 'path' => $attachment->getPath(),
  2937. 'fileSystem' => $attachment->getFileSystem(),
  2938. 'attachmentThumb' => $attachment->getAttachmentThumb(),
  2939. 'attachmentOrginal' => $attachment->getAttachmentOrginal(),
  2940. ];
  2941. }, $attachments);
  2943. return $attachmentCollection;
  2944. }
  2946. public function sendWebhookNotificationAction($thread)
  2947. {
  2948. $website = $this->entityManager->getRepository(Website::class)->findOneByCode('helpdesk');
  2949. $endpoint = $website->getWebhookUrl();
  2950. $customFields = [];
  2952. if (empty($endpoint)) {
  2953. return;
  2954. }
  2956. if ($thread->getThreadType() == 'reply' || $thread->getThreadType() == 'create') {
  2957. $ticket = $thread->getTicket();
  2959. if ($this->userService->isFileExists('apps/uvdesk/custom-fields')) {
  2960. $customFieldsService = $this->container->get('uvdesk_package_custom_fields.service');
  2961. $customFields = $customFieldsService->getTicketCustomFieldDetails($ticket->getId());
  2962. }
  2964. $ticketStatus = [
  2965. 'id' => $ticket->getStatus()->getId(),
  2966. 'code' => $ticket->getStatus()->getCode(),
  2967. ];
  2969. $payload = json_encode([
  2970. 'threadDetails' => [
  2971. 'threadId' => $thread->getId(),
  2972. 'threadReply' => strip_tags(html_entity_decode($thread->getMessage())),
  2973. 'ticketId' => $ticket->getId(),
  2974. 'customerEmail' => $ticket->getCustomer()->getEmail(),
  2975. 'userType' => $thread->getCreatedBy(),
  2976. 'agentEmail' => $thread->getCreatedBy() === 'agent' ? $thread->getUser()->getEmail() : '',
  2977. 'createdAt' => $thread->getCreatedAt(),
  2978. 'source' => $thread->getSource(),
  2979. 'threadAttachments' => $this->getThreadAttachments($thread),
  2980. 'status' => $ticketStatus,
  2981. ],
  2982. 'customFields' => $customFields
  2983. ]);
  2985. $curlHandler = curl_init();
  2987. curl_setopt($curlHandler, CURLOPT_URL, $endpoint);
  2988. curl_setopt($curlHandler, CURLOPT_RETURNTRANSFER, 1);
  2989. curl_setopt($curlHandler, CURLOPT_HTTPHEADER, ['Content-Type: application/json']);
  2990. curl_setopt($curlHandler, CURLOPT_POST, true);
  2991. curl_setopt($curlHandler, CURLOPT_POSTFIELDS, $payload);
  2993. $curlResponse = curl_exec($curlHandler);
  2995. curl_close($curlHandler);
  2996. }
  2998. return;
  2999. }
  3000. }