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

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