vendor/uvdesk/core-framework/Repository/TicketRepository.php line 503

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  1. <?php
  3. namespace Webkul\UVDesk\CoreFrameworkBundle\Repository;
  5. use Doctrine\ORM\Query;
  6. use Doctrine\ORM\QueryBuilder;
  7. use Doctrine\Common\Collections\Criteria;
  8. use Webkul\UVDesk\CoreFrameworkBundle\Entity\User;
  9. use Webkul\UVDesk\CoreFrameworkBundle\Entity\Ticket;
  10. use Webkul\UVDesk\CoreFrameworkBundle\Entity\TicketType;
  11. use Webkul\UVDesk\CoreFrameworkBundle\Entity\Tag;
  12. use Symfony\Component\HttpFoundation\ParameterBag;
  13. use Symfony\Component\DependencyInjection\ContainerInterface;
  15. /**
  16.  * TicketRepository
  17.  *
  18.  * This class was generated by the Doctrine ORM. Add your own custom
  19.  * repository methods below.
  20.  */
  21. class TicketRepository extends \Doctrine\ORM\EntityRepository
  22. {
  23.     const LIMIT = 15;
  24.     const TICKET_GLOBAL_ACCESS = 1;
  25.     const TICKET_GROUP_ACCESS = 2;
  26.     const TICKET_TEAM_ACCESS  = 3;
  27.     const DEFAULT_PAGINATION_LIMIT = 15;
  29.     private $container;
  30.     private $requestStack;
  31.     private $safeFields = ['page', 'limit', 'sort', 'order', 'direction'];
  33.     public function getTicketLabelCollection(Ticket $ticket, User $user)
  34.     {
  35.         // $queryBuilder = $this->getEntityManager()->createQueryBuilder()
  36.         //     ->select("DISTINCT supportLabel.id, supportLabel.name, supportLabel.colorCode as color")
  37.         //     ->from(Ticket::class, 'ticket')
  38.         //     ->leftJoin('ticket.supportLabels', 'supportLabel')
  39.         //     // ->leftJoin('supportLabel.user', 'user')
  40.         //     ->where('ticket.id = :ticketId')->setParameter('ticketId', $ticket->getId())
  41.         //     ->andWhere('supportLabel.user = :user')->setParameter('user', $user);
  43.         return [];
  44.     }
  46.     public function getAllTickets(ParameterBag $obj = null, $container, $actAsUser = null)
  47.     {
  48.         $currentUser = $actAsUser ? : $container->get('user.service')->getCurrentUser();
  50.         $json = array();
  51.         $qb = $this->getEntityManager()->createQueryBuilder();
  52.         $qb->select('DISTINCT t,gr,pr,tp,s,a.id as agentId,c.id as customerId')->from($this->getEntityName(), 't');
  53.         $qb->leftJoin('t.agent', 'a');
  54.         $qb->leftJoin('a.userInstance', 'ad');
  55.         $qb->leftJoin('t.status', 's');
  56.         $qb->leftJoin('t.customer', 'c');
  57.         $qb->leftJoin('t.supportGroup', 'gr');
  58.         $qb->leftJoin('t.priority', 'pr');
  59.         $qb->leftJoin('t.type', 'tp');
  60.         $qb->addSelect("CONCAT(a.firstName,' ', a.lastName) AS name");
  61.         $qb->andwhere("t.agent IS NULL OR ad.supportRole != 4");
  62.         $data = $obj ? $obj->all() : [];
  63.         $data = array_reverse($data);
  64.         foreach ($data as $key => $value) {
  65.             if(!in_array($key,$this->safeFields)) {
  66.                 if(isset($data['search']) && $key == 'search') {
  67.                     $qb->andwhere("t.subject LIKE :subject OR a.email LIKE :agentName OR t.id LIKE :ticketId");
  68.                     $qb->setParameter('subject', '%'.urldecode($value).'%');
  69.                     $qb->setParameter('agentName', '%'.urldecode($value).'%');
  70.                     $qb->setParameter('ticketId', '%'.urldecode($value).'%');
  71.                 } elseif($key == 'status') {
  72.                     $qb->andwhere('t.status = '.intval($value));
  73.                 }
  74.             }
  75.         }
  76.         $qb->andwhere('t.isTrashed != 1');
  78.         if(!isset($data['sort'])) {
  79.             $qb->orderBy('t.id',Criteria::DESC);
  80.         }
  82.         if(isset($data['sort']) && $data['sort'] == "t.updatedAt") {
  83.             $qb->orderBy('t.updatedAt',Criteria::DESC);
  84.         }
  86.         $paginator = $container->get('knp_paginator');
  88.         $newQb = clone $qb;
  89.         $newQb->select('COUNT(DISTINCT t.id)');
  91.         $results = $paginator->paginate(
  92.             $qb->getQuery()->setHydrationMode(Query::HYDRATE_ARRAY)->setHint('knp_paginator.count', $newQb->getQuery()->getSingleScalarResult()),
  93.             isset($data['page']) ? $data['page'] : 1,
  94.             isset($data['limit']) && !empty($data['limit']) ? $data['limit'] : self::LIMIT,
  95.             array('distinct' => true)
  96.         );
  98.         $paginationData = $results->getPaginationData();
  99.         $queryParameters = $results->getParams();
  101.         $queryParameters['page'] = "replacePage";
  102.         $paginationData['url'] = '#'.$container->get('uvdesk.service')->buildPaginationQuery($queryParameters);
  104.         $data = array();
  105.         $userService = $container->get('user.service');
  106.         $ticketService = $container->get('ticket.service');
  107.         $translatorService = $container->get('translator');
  109.         foreach ($results as $key => $ticket) {
  110.             $ticket[0]['status']['description'] = $translatorService->trans($ticket[0]['status']['description']);
  112.             $data[] = [
  113.                 'id' => $ticket[0]['id'],
  114.                 'subject' => $ticket[0]['subject'],
  115.                 'isCustomerView' => $ticket[0]['isCustomerViewed'],
  116.                 'status' => $ticket[0]['status'],
  117.                 'source' => $ticket[0]['source'],
  118.                 'isStarred' => $ticket[0]['isStarred'],
  119.                 'group' => $ticket[0]['supportGroup'],
  120.                 'type' => $ticket[0]['type'],
  121.                 'priority' => $ticket[0]['priority'],
  122.                 'formatedCreatedAt' => $userService->convertToTimezone($ticket[0]['createdAt']),
  123.                 'totalThreads' => $ticketService->getTicketTotalThreads($ticket[0]['id']),
  124.                 'agent' => $ticket['agentId'] ? $userService->getAgentDetailById($ticket['agentId']) : null,
  125.                 'customer' => $ticket['customerId'] ? $userService->getCustomerPartialDetailById($ticket['customerId']) : null,
  126.                 // 'hasAttachments' => $ticketService->hasAttachments($ticket[0]['id'])
  127.             ];
  128.         }
  130.         $json['tickets'] = $data;
  131.         $json['pagination'] = $paginationData;
  133.         return $json;
  134.     }
  136.     public function getAllCustomerTickets(ParameterBag $obj = null, $container, $actAsUser = null)
  137.     {
  138.         $currentUser = $actAsUser ? : $container->get('user.service')->getCurrentUser();
  139.         $json = array();
  140.         $qb = $this->getEntityManager()->createQueryBuilder();
  141.         $qb->select('DISTINCT t,gr,pr,tp,s,a.id as agentId,c.id as customerId')->from($this->getEntityName(), 't');
  142.         $qb->leftJoin('t.agent', 'a');
  143.         $qb->leftJoin('a.userInstance', 'ad');
  144.         $qb->leftJoin('t.status', 's');
  145.         $qb->leftJoin('t.customer', 'c');
  146.         $qb->leftJoin('t.supportGroup', 'gr');
  147.         $qb->leftJoin('t.priority', 'pr');
  148.         $qb->leftJoin('t.type', 'tp');
  149.         $qb->leftJoin('t.collaborators', 'tc');
  150.         $qb->addSelect("CONCAT(a.firstName,' ', a.lastName) AS name");
  151.         $qb->andwhere("t.agent IS NULL OR ad.supportRole != 4");
  153.         $data = $obj->all();
  154.         $data = array_reverse($data);
  155.         foreach ($data as $key => $value) {
  156.             if(!in_array($key,$this->safeFields)) {
  157.                 if(isset($data['search']) && $key == 'search') {
  158.                     $qb->andwhere("t.subject LIKE :subject OR a.email LIKE :agentName OR t.id LIKE :ticketId");
  159.                     $qb->setParameter('subject', '%'.urldecode($value).'%');
  160.                     $qb->setParameter('agentName', '%'.urldecode($value).'%');
  161.                     $qb->setParameter('ticketId', '%'.urldecode($value).'%');
  162.                 } elseif($key == 'status') {
  163.                     $qb->andwhere('t.status = '.intval($value));
  164.                 }
  165.             }
  166.         }
  168.         $qb->andwhere('t.customer = :customerId OR tc.id =:collaboratorId');
  169.         $qb->setParameter('customerId', $currentUser->getId());
  170.         $qb->setParameter('collaboratorId', $currentUser->getId());
  171.         $qb->andwhere('t.isTrashed != 1');
  173.         if(!isset($data['sort'])) {
  174.             $qb->orderBy('t.id',Criteria::DESC);
  175.         }
  177.         $paginator = $container->get('knp_paginator');
  179.         $newQb = clone $qb;
  180.         $newQb->select('COUNT(DISTINCT t.id)');
  182.         $results = $paginator->paginate(
  183.             $qb->getQuery()->setHydrationMode(Query::HYDRATE_ARRAY)->setHint('knp_paginator.count', $newQb->getQuery()->getSingleScalarResult()),
  184.             isset($data['page']) ? $data['page'] : 1,
  185.             self::LIMIT,
  186.             array('distinct' => true)
  187.         );
  189.         $paginationData = $results->getPaginationData();
  190.         $queryParameters = $results->getParams();
  192.         $queryParameters['page'] = "replacePage";
  193.         $paginationData['url'] = '#'.$container->get('uvdesk.service')->buildPaginationQuery($queryParameters);
  195.         $data = array();
  196.         $userService = $container->get('user.service');
  197.         $ticketService = $container->get('ticket.service');
  198.         $translatorService = $container->get('translator');
  200.         foreach ($results as $key => $ticket) {
  201.             $ticket[0]['status']['code'] = $translatorService->trans($ticket[0]['status']['code']);
  203.             $data[] = [
  204.                 'id' => $ticket[0]['id'],
  205.                 'subject' => $ticket[0]['subject'],
  206.                 'isCustomerView' => $ticket[0]['isCustomerViewed'],
  207.                 'status' => $ticket[0]['status'],
  208.                 'group' => $ticket[0]['supportGroup'],
  209.                 'type' => $ticket[0]['type'],
  210.                 'priority' => $ticket[0]['priority'],
  211.                 'totalThreads' => $ticketService->getTicketTotalThreads($ticket[0]['id']),
  212.                 'agent' => $ticket['agentId'] ? $userService->getAgentDetailById($ticket['agentId']) : null,
  213.                 'customer' => $ticket['customerId'] ? $userService->getCustomerPartialDetailById($ticket['customerId']) : null,
  214.                 'formatedCreatedAt' => $userService->getLocalizedFormattedTime($ticket[0]['createdAt'],$userService->getSessionUser()),
  215.             ];
  216.         }
  218.         $json['tickets'] = $data;
  220.         $json['pagination'] = $paginationData;
  222.         return $json;
  223.     }
  225.     public function addPermissionFilter($qb, User $user, array $supportGroupReferences = [], array $supportTeamReferences = [])
  226.     {
  227.         $userInstance = $user->getAgentInstance();
  229.         if (!empty($userInstance) && ('ROLE_AGENT' == $userInstance->getSupportRole()->getCode() && $userInstance->getTicketAccesslevel() != self::TICKET_GLOBAL_ACCESS)) {
  230.             $qualifiedGroups = empty($this->params['group']) ? $supportGroupReferences : array_intersect($supportGroupReferences, explode(',', $this->params['group']));
  231.             $qualifiedTeams = empty($this->params['team']) ? $supportTeamReferences : array_intersect($supportTeamReferences, explode(',', $this->params['team']));
  233.             switch ($userInstance->getTicketAccesslevel()) {
  234.                 case self::TICKET_GROUP_ACCESS:
  235.                     $qb
  236.                         ->andWhere("ticket.agent = :agentId OR supportGroup.id IN(:supportGroupIds) OR supportTeam.id IN(:supportTeamIds)")
  237.                         ->setParameter('agentId', $user->getId())
  238.                         ->setParameter('supportGroupIds', $qualifiedGroups)
  239.                         ->setParameter('supportTeamIds', $qualifiedTeams);
  240.                     break;
  241.                 case self::TICKET_TEAM_ACCESS:
  242.                     $qb
  243.                         ->andWhere("ticket.agent = :agentId OR supportTeam.id IN(:supportTeamIds)")
  244.                         ->setParameter('agentId', $user->getId())
  245.                         ->setParameter('supportTeamIds', $qualifiedTeams);
  246.                     break;
  247.                 default:
  248.                     $qb
  249.                         ->andWhere("ticket.agent = :agentId")
  250.                         ->setParameter('agentId', $user->getId());
  251.                     break;
  252.             }
  253.         }
  255.         return $qb;
  256.     }
  258.     public function prepareBaseTicketQuery(User $user, array $supportGroupIds = [], array $supportTeamIds = [], array $params = [], bool $filterByStatus = true)
  259.     {
  260.         $queryBuilder = $this->getEntityManager()->createQueryBuilder()
  261.             ->select("
  262.                 DISTINCT ticket,
  263.                 supportGroup.name as groupName,
  264.                 supportTeam.name as teamName, 
  265.                 priority,
  266.                 type.code as typeName, 
  267.                 agent.id as agentId,
  268.                 agent.email as agentEmail,
  269.                 agentInstance.profileImagePath as smallThumbnail, 
  270.                 customer.id as customerId, 
  271.                 customer.email as customerEmail, 
  272.                 customerInstance.profileImagePath as customersmallThumbnail, 
  273.                 CONCAT(customer.firstName, ' ', customer.lastName) AS customerName, 
  274.                 CONCAT(agent.firstName,' ', agent.lastName) AS agentName
  275.             ")
  276.             ->from(Ticket::class, 'ticket')
  277.             ->leftJoin('ticket.type', 'type')
  278.             ->leftJoin('ticket.agent', 'agent')
  279.             ->leftJoin('ticket.threads', 'threads')
  280.             ->leftJoin('ticket.priority', 'priority')
  281.             ->leftJoin('ticket.customer', 'customer')
  282.             ->leftJoin('ticket.supportTeam', 'supportTeam')
  283.             ->leftJoin('ticket.supportTags', 'supportTags')
  284.             ->leftJoin('agent.userInstance', 'agentInstance')
  285.             ->leftJoin('ticket.supportLabels', 'supportLabel')
  286.             ->leftJoin('ticket.supportGroup', 'supportGroup')
  287.             ->leftJoin('customer.userInstance', 'customerInstance')
  288.             ->where('customerInstance.supportRole = 4')
  289.             ->andWhere("agent.id IS NULL OR agentInstance.supportRole != 4")
  290.             ->andWhere('ticket.isTrashed = :isTrashed')->setParameter('isTrashed', isset($params['trashed']) ? true : false);
  292.         if (!isset($params['sort'])) {
  293.             $queryBuilder->orderBy('ticket.updatedAt', Criteria::DESC);
  294.         }
  296.         if ($filterByStatus) {
  297.             $queryBuilder->andWhere('ticket.status = :status')->setParameter('status', isset($params['status']) ? $params['status'] : 1);
  298.         }
  300.         $this->addPermissionFilter($queryBuilder, $user, $supportGroupIds, $supportTeamIds);
  302.         // applyFilter according to params
  303.         return $this->prepareTicketListQueryWithParams($queryBuilder, $params, $user);
  304.     }
  306.     public function prepareBasePaginationTicketTypesQuery(array $params)
  307.     {
  308.         $queryBuilder = $this->getEntityManager()->createQueryBuilder()
  309.             ->select("ticketType")
  310.             ->from(TicketType::class, 'ticketType');
  312.         // Apply filters
  313.         foreach ($params as $field => $fieldValue) {
  314.             if (in_array($field, $this->safeFields)) {
  315.                 continue;
  316.             }
  318.             switch ($field) {
  319.                 case 'search':
  320.                     $queryBuilder->andwhere("ticketType.code LIKE :searchQuery OR ticketType.description LIKE :searchQuery");
  321.                     $queryBuilder->setParameter('searchQuery', '%' . urldecode(trim($fieldValue)) . '%');
  322.                     break;
  323.                 case 'isActive':
  324.                     $queryBuilder->andwhere("ticketType.isActive LIKE :searchQuery");
  325.                     $queryBuilder->setParameter('searchQuery', '%' . urldecode(trim($fieldValue)) . '%');
  326.                     break;
  327.                 default:
  328.                     break;
  329.             }
  330.         }
  332.         // Define sort by
  333.         if (empty($params['sort']) || 'a.id' == $params['sort']) {
  334.             $queryBuilder->orderBy('ticketType.id', (empty($params['direction']) || 'ASC' == strtoupper($params['direction'])) ? Criteria::ASC : Criteria::DESC);
  335.         } else {
  336.             $queryBuilder->orderBy('ticketType.code', (empty($params['direction']) || 'ASC' == strtoupper($params['direction'])) ? Criteria::ASC : Criteria::DESC);
  337.         }
  339.         return $queryBuilder;
  340.     }
  342.     public function prepareBasePaginationTagsQuery(array $params)
  343.     {
  344.         $queryBuilder = $this->getEntityManager()->createQueryBuilder()
  345.             ->select('supportTag.id as id, supportTag.name as name, COUNT(ticket) as totalTickets')
  346.             ->from(Tag::class, 'supportTag')
  347.             ->leftJoin('supportTag.tickets', 'ticket')
  348.             ->groupBy('supportTag.id');
  350.         // Apply filters
  351.         foreach ($params as $field => $fieldValue) {
  352.             if (in_array($field, $this->safeFields)) {
  353.                 continue;
  354.             }
  356.             switch ($field) {
  357.                 case 'search':
  358.                     $queryBuilder->andwhere("supportTag.name LIKE :searchQuery")->setParameter('searchQuery', '%' . urldecode(trim($fieldValue)) . '%');
  359.                     break;
  360.                 default:
  361.                     break;
  362.             }
  363.         }
  365.         // Define sort by
  366.         if (empty($params['sort']) || 'a.id' == $params['sort']) {
  367.             $queryBuilder->orderBy('supportTag.id', (empty($params['direction']) || 'ASC' == strtoupper($params['direction'])) ? Criteria::ASC : Criteria::DESC);
  368.         } else {
  369.             $queryBuilder->orderBy('supportTag.name', (empty($params['direction']) || 'ASC' == strtoupper($params['direction'])) ? Criteria::ASC : Criteria::DESC);
  370.         }
  372.         return $queryBuilder;
  373.     }
  375.     public function getTicketTabDetails(User $user, array $supportGroupIds = [], array $supportTeamIds = [], array $params = [], bool $filterByStatus = true)
  376.     {
  377.         $data = array(1 => 0, 2 => 0, 3 => 0, 4 => 0, 5 => 0, 6 => 0);
  378.         
  379.         $queryBuilder = $this->getEntityManager()->createQueryBuilder()
  380.             ->select("
  381.                 COUNT(DISTINCT ticket.id) as countTicket, 
  382.                 status.id as statusId, 
  383.                 status.code as tab
  384.             ")
  385.             ->from(Ticket::class, 'ticket')
  386.             ->leftJoin('ticket.type',   'type')
  387.             ->leftJoin('ticket.agent', 'agent')
  388.             ->leftJoin('ticket.status', 'status')
  389.             ->leftJoin('ticket.threads', 'threads')
  390.             ->leftJoin('ticket.priority', 'priority')
  391.             ->leftJoin('ticket.customer', 'customer')
  392.             ->leftJoin('ticket.supportTeam', 'supportTeam')
  393.             ->leftJoin('ticket.supportTags', 'supportTags')
  394.             ->leftJoin('ticket.supportGroup', 'supportGroup')
  395.             ->leftJoin('agent.userInstance', 'agentInstance')
  396.             ->leftJoin('ticket.supportLabels', 'supportLabel')
  397.             ->leftJoin('customer.userInstance', 'customerInstance')
  398.             ->where('customerInstance.supportRole = 4')
  399.             ->andWhere("agent.id IS NULL OR agentInstance.supportRole != 4")
  400.             ->andWhere('ticket.isTrashed = :isTrashed')->setParameter('isTrashed', isset($params['trashed']) ? true : false)
  401.             ->groupBy('status');
  403.         // applyFilter according to permission
  404.         $this->addPermissionFilter($queryBuilder, $user, $supportGroupIds, $supportTeamIds);
  405.         
  406.         $queryBuilder = $this->prepareTicketListQueryWithParams($queryBuilder, $params, $user);
  407.         $results = $queryBuilder->getQuery()->getResult();
  409.         foreach($results as $status) {
  410.             $data[$status['statusId']] += $status['countTicket'];
  411.         }
  413.         return $data;
  414.     }
  416.     public function countTicketTotalThreads($ticketId, $threadType = 'reply')
  417.     {
  418.         $totalThreads = $this->getEntityManager()->createQueryBuilder()
  419.             ->select('COUNT(thread.id) as threads')
  420.             ->from(Ticket::class, 'ticket')
  421.             ->leftJoin('ticket.threads', 'thread')
  422.             ->where('ticket.id = :ticketId')->setParameter('ticketId', $ticketId)
  423.             ->andWhere('thread.threadType = :threadType')->setParameter('threadType', $threadType)
  424.             ->getQuery()->getSingleScalarResult();
  425.         
  426.         return (int) $totalThreads;
  427.     }
  429.     public function getTicketNavigationIteration($ticket, $container)
  430.     {
  431.         $ticketsCollection = $this->getEntityManager()->getRepository(Ticket::class)
  432.                    ->getAllTickets(null, $container);
  434.         if ($ticketsCollection)
  435.             $results = $ticketsCollection['tickets'];
  437.         $nextPrevPage = array('next' => 0,'prev' => 0);
  438.         for ($i = 0; $i < count($results); $i++) {
  439.             if($results[$i]['id'] == $ticket->getId()) {
  440.                 $nextPrevPage['next'] = isset($results[$i + 1]) ? $results[$i + 1]['id'] : 0;
  441.                 $nextPrevPage['prev'] = isset($results[$i - 1]) ? $results[$i - 1]['id'] : 0;
  442.             }
  443.         }
  445.         return $nextPrevPage;
  446.     }
  448.     public function countCustomerTotalTickets(User $user, $container)
  449.     {
  450.         $userService = $container->get('user.service');
  452.         $queryBuilder = $this->getEntityManager()->createQueryBuilder()
  453.             ->select('COUNT(ticket.id) as tickets')
  454.             ->from(Ticket::class, 'ticket')
  455.             ->leftJoin('ticket.priority', 'p')
  456.             ->leftJoin('ticket.status', 's')
  457.             ->leftJoin('ticket.agent', 'a')
  458.             ->leftJoin('ticket.type', 'type')
  459.             ->leftJoin('ticket.supportGroup', 'supportGroup')
  460.             ->leftJoin('ticket.supportTeam', 'supportTeam')
  461.             ->leftJoin('a.userInstance', 'ad')
  462.             ->andWhere('ticket.customer = :customerId')
  463.             ->andWhere('ticket.isTrashed != 1')
  464.             ->setParameter('customerId', $user->getId())
  465.             ->andwhere("a IS NULL OR ad.supportRole != 4")
  466.             ->orderBy('ticket.id', Criteria::DESC);
  468.         $agent = $userService->getCurrentUser();
  469.         $supportGroupReference = $this->getEntityManager()->getRepository(User::class)->getUserSupportGroupReferences($agent);
  470.         $supportTeamReference  = $this->getEntityManager()->getRepository(User::class)->getUserSupportTeamReferences($agent);
  471.         
  472.         $this->addPermissionFilter($queryBuilder, $agent, $supportGroupReference, $supportTeamReference);
  474.         return (int) $queryBuilder->getQuery()->getSingleScalarResult();
  475.     }
  477.     public function isLabelAlreadyAdded($ticket,$label)
  478.     {
  479.         $qb = $this->getEntityManager()->createQueryBuilder();
  480.         $qb->select('COUNT(t.id) as ticketCount')->from(Ticket::class, 't')
  481.                 ->leftJoin('t.supportLabels','tl')
  482.                 ->andwhere('tl.id = :labelId')
  483.                 ->andwhere('t.id = :ticketId')
  484.                 ->setParameter('labelId',$label->getId())
  485.                 ->setParameter('ticketId',$ticket->getId());
  487.         return $qb->getQuery()->getSingleScalarResult() ? true : false;
  488.     }
  490.     public function isTicketCollaborator($ticket, $collaboratorEmail)
  491.     {
  492.         if ($ticket->getCollaborators()) {
  493.             foreach ($ticket->getCollaborators() as $collaborator) {
  494.                 if (strtolower($collaborator->getEmail()) == strtolower($collaboratorEmail)) {
  495.                     return true;
  496.                 }
  497.             }
  498.         }
  500.         return false;
  501.     }
  503.     public function getTicketDetails(ParameterBag $obj = null, $container)
  504.     {
  505.         $data = $obj->all();
  506.         $userService = $container->get('user.service');
  507.         $ticketService = $container->get('ticket.service');
  508.         $json = [];
  509.         $qb = $this->getEntityManager()->createQueryBuilder();
  510.         $qb->select('DISTINCT t,gr.name as groupName,supportTeam.name as supportTeamName,tp.code as typeName,s,pr,a.id as agentId,c.id as customerId')->from($this->getEntityName(), 't')
  511.                 ->leftJoin('t.agent', 'a')
  512.                 ->leftJoin('t.status', 's')
  513.                 ->leftJoin('t.customer', 'c')
  514.                 ->leftJoin('t.supportGroup', 'gr')
  515.                 ->leftJoin('t.supportTeam', 'supportTeam')
  516.                 ->leftJoin('t.priority', 'pr')
  517.                 ->leftJoin('t.type', 'tp')
  518.                 ->leftJoin('c.userInstance', 'cd')
  519.                 ->leftJoin('a.userInstance', 'ad')
  520.                 ->leftJoin('t.supportTags', 'tg')
  521.                 ->leftJoin('t.supportLabels', 'tl')
  522.                 ->andwhere('t.id = :ticketId')
  523.                 ->setParameter('ticketId', $data['ticketId']);
  525.         $results = $qb->getQuery()->getArrayResult();
  526.         $ticket = array_shift($results);
  527.         
  528.         return [
  529.             'id' => $ticket[0]['id'],
  530.             'subject' => $ticket[0]['subject'],
  531.             'isStarred' => $ticket[0]['isStarred'],
  532.             'isAgentView' => $ticket[0]['isAgentViewed'],
  533.             'isTrashed' => $ticket[0]['isTrashed'],
  534.             'status' => $ticket[0]['status'],
  535.             'groupName' => $ticket['groupName'],
  536.             'subGroupName' => $ticket['supportTeamName'],
  537.             'typeName' => $ticket['typeName'],
  538.             'priority' => $ticket[0]['priority'],
  539.             'formatedCreatedAt' => $ticketService->timeZoneConverter($ticket[0]['createdAt']),      
  540.             'ticketLabels' => $ticketService->getTicketLabels($ticket[0]['id']),
  541.             'totalThreads' => $ticketService->getTicketTotalThreads($ticket[0]['id']),
  542.             'agent' => $ticket['agentId'] ? $userService->getAgentDetailById($ticket['agentId']) : null,
  543.             'customer' => $ticket['customerId'] ? $userService->getCustomerPartialDetailById($ticket['customerId']) : null,
  544.             'lastReplyAgentName' => $ticketService->getlastReplyAgentName($ticket[0]['id']),
  545.             'createThread' => $ticketService->getCreateReply($ticket[0]['id']),
  546.             'lastReply' => $ticketService->getLastReply($ticket[0]['id']),
  547.         ];
  548.     }
  550.     // Get customer more ticket sidebar details
  551.     public function getCustomerMoreTicketsSidebar($customerId, $container, $request) {
  552.         $userService = $container->get('user.service');
  553.         $ticketService = $container->get('ticket.service');
  555.         $qb = $this->getEntityManager()->createQueryBuilder();
  556.         $qb->select("DISTINCT ticket as tickets,s.code as statusName, supportTeam.name as teamName,supportGroup.name as groupName, p.code as priorityName, p.colorCode as priorityColor, type.code as typeName, a.id as agentId, CONCAT(a.firstName, ' ', a.lastName) AS agentName")
  557.                 ->from($this->getEntityName(), 'ticket')
  558.                 ->leftJoin('ticket.priority', 'p')
  559.                 ->leftJoin('ticket.status', 's')
  560.                 ->leftJoin('ticket.agent', 'a')
  561.                 ->leftJoin('ticket.type', 'type')
  562.                 ->leftJoin('ticket.supportGroup', 'supportGroup')
  563.                 ->leftJoin('ticket.supportTeam', 'supportTeam')
  564.                 ->leftJoin('a.userInstance', 'ad')
  565.                 ->andWhere('ticket.customer = :customerId')
  566.                 ->andWhere('ticket.isTrashed != 1')
  567.                 ->setParameter('customerId', $customerId)
  568.                 ->andwhere("a IS NULL OR ad.supportRole != 4")
  569.                 ->orderBy('ticket.id', Criteria::DESC);
  571.         $user = $userService->getCurrentUser();
  572.         $supportGroupReference = $this->getEntityManager()->getRepository(User::class)->getUserSupportGroupReferences($user);
  573.         $supportTeamReference  = $this->getEntityManager()->getRepository(User::class)->getUserSupportTeamReferences($user);
  575.         // if($currentUser->getRole() == "ROLE_AGENT" && $currentUser->detail['agent']->getTicketView() != UserData::GLOBAL_ACCESS) {
  576.         //     $this->em->getRepository('WebkulTicketBundle:Ticket')->addPermissionFilter($qb, $this->container, false);
  577.         //     $qb->addSelect('gr.name as groupName');
  578.         // } else {
  579.         //     $qb->leftJoin('t.supportGroup', 'gr');
  580.         //     $qb->addSelect('gr.name as groupName');
  581.         // }
  583.         $this->addPermissionFilter($qb, $user, $supportGroupReference, $supportTeamReference);
  584.        
  585.         $results = $qb->getQuery()->getArrayResult();
  586.         foreach ($results as $key => $ticket) {
  587.             $results[$key] = $ticket['tickets'];
  588.             unset($ticket['tickets']);
  589.             $results[$key] = array_merge($results[$key], $ticket);
  590.             $results[$key]['timestamp']= $userService->convertToTimezone($results[$key]['createdAt']);
  591.             $results[$key]['formatedCreatedAt'] = $results[$key]['createdAt']->format('d-m-Y H:i A');
  592.             $results[$key]['totalThreads']= $ticketService->getTicketTotalThreads($results[$key]['id']);
  593.             
  594.         }
  596.         return $results;
  597.     }
  599.     public function prepareTicketListQueryWithParams($queryBuilder, $params, $actAsUser = null)
  600.     {
  601.         foreach ($params as $field => $fieldValue) {
  602.             if (in_array($field, $this->safeFields)) {
  603.                 continue;
  604.             }
  606.             if($actAsUser != null ) {
  607.                 $userInstance = $actAsUser->getAgentInstance();
  608.                 if (!empty($userInstance) && ('ROLE_AGENT' == $userInstance->getSupportRole()->getCode() && $field == 'mine') || ('ROLE_ADMIN' == $userInstance->getSupportRole()->getCode()) && $field == 'mine') {
  609.                     $fieldValue = $actAsUser->getId();
  610.                 }
  611.             } 
  613.             switch ($field) {
  614.                 case 'label':
  615.                     $queryBuilder->andwhere('supportLabel.id = :labelIds');
  616.                     $queryBuilder->setParameter('labelIds', $fieldValue);
  617.                     break;
  618.                 case 'starred':
  619.                     $queryBuilder->andWhere('ticket.isStarred = 1');
  620.                     break;
  621.                 case 'search':
  622.                     $value = trim($fieldValue);
  623.                     $queryBuilder->andwhere("ticket.subject LIKE :search OR ticket.id  LIKE :search OR customer.email LIKE :search OR CONCAT(customer.firstName,' ', customer.lastName) LIKE :search OR agent.email LIKE :search OR CONCAT(agent.firstName,' ', agent.lastName) LIKE :search");
  624.                     $queryBuilder->setParameter('search', '%'.urldecode($value).'%');
  625.                     break;
  626.                 case 'unassigned':
  627.                     $queryBuilder->andWhere("agent.id is NULL");
  628.                     break;
  629.                 case 'notreplied':
  630.                     $queryBuilder->andWhere('ticket.isReplied = 0');
  631.                     break;
  632.                 case 'mine':
  633.                     $queryBuilder->andWhere('agent = :agentId')->setParameter('agentId', $fieldValue);
  634.                     break;
  635.                 case 'new':
  636.                     $queryBuilder->andwhere('ticket.isNew = 1');
  637.                     break;
  638.                 case 'priority':
  639.                     $queryBuilder->andwhere('priority.id = :priority')->setParameter('priority', $fieldValue);
  640.                     break;
  641.                 case 'type':
  642.                     $queryBuilder->andwhere('type.id IN (:typeCollection)')->setParameter('typeCollection', explode(',', $fieldValue));
  643.                     break;
  644.                 case 'agent':
  645.                     $queryBuilder->andwhere('agent.id IN (:agentCollection)')->setParameter('agentCollection', explode(',', $fieldValue));
  646.                     break;
  647.                 case 'customer':
  648.                     $queryBuilder->andwhere('customer.id IN (:customerCollection)')->setParameter('customerCollection', explode(',', $fieldValue));
  649.                     break;
  650.                 case 'group':
  651.                     $queryBuilder->andwhere('supportGroup.id IN (:groupIds)');
  652.                     $queryBuilder->setParameter('groupIds', explode(',', $fieldValue));
  653.                     break;
  654.                 case 'team':
  655.                     $queryBuilder->andwhere("supportTeam.id In(:subGrpKeys)");
  656.                     $queryBuilder->setParameter('subGrpKeys', explode(',', $fieldValue));
  657.                     break;
  658.                 case 'tag':
  659.                     $queryBuilder->andwhere("supportTags.id In(:tagIds)");
  660.                     $queryBuilder->setParameter('tagIds', explode(',', $fieldValue));
  661.                     break;
  662.                 case 'source':
  663.                     $queryBuilder->andwhere('ticket.source IN (:sources)');
  664.                     $queryBuilder->setParameter('sources', explode(',', $fieldValue));
  665.                     break;
  666.                 case 'after':
  667.                     $date = \DateTime::createFromFormat('d-m-Y H:i', $fieldValue.' 23:59');
  668.                     if ($date) {
  669.                        // $date = \DateTime::createFromFormat('d-m-Y H:i', $this->userService->convertTimezoneToServer($date, 'd-m-Y H:i'));
  670.                         $queryBuilder->andwhere('ticket.createdAt > :afterDate');
  671.                         $queryBuilder->setParameter('afterDate', $date);
  672.                     }
  673.                     break;
  674.                 case 'before':
  675.                     $date = \DateTime::createFromFormat('d-m-Y H:i', $fieldValue.' 00:00');
  676.                     if ($date) {
  677.                         //$date = \DateTime::createFromFormat('d-m-Y H:i', $container->get('user.service')->convertTimezoneToServer($date, 'd-m-Y H:i'));
  678.                         $queryBuilder->andwhere('ticket.createdAt < :beforeDate');
  679.                         $queryBuilder->setParameter('beforeDate', $date);
  680.                     }
  681.                     break;
  682.                 case 'repliesLess':
  683.                     $queryBuilder->andWhere('threads.threadType = :threadType')->setParameter('threadType', 'reply')
  684.                         ->groupBy('ticket.id')
  685.                         ->andHaving('count(threads.id) < :threadValueLesser')->setParameter('threadValueLesser', intval($params['repliesLess']));
  686.                     break;
  687.                 case 'repliesMore':
  688.                     $queryBuilder->andWhere('threads.threadType = :threadType')->setParameter('threadType', 'reply')
  689.                         ->groupBy('ticket.id')
  690.                         ->andHaving('count(threads.id) > :threadValueGreater')->setParameter('threadValueGreater', intval($params['repliesMore']));
  691.                     break;
  692.                 case 'mailbox':
  693.                         $queryBuilder->andwhere('ticket.mailboxEmail IN (:mailboxEmails)');
  694.                         $queryBuilder->setParameter('mailboxEmails', explode(',', $fieldValue));
  695.                     break;
  696.                 default:
  697.                     break;
  698.             }
  699.         }
  701.         return $queryBuilder;
  702.     }
  704.     public function getAgentTickets($agentId,$container) {
  705.         $qb = $this->getEntityManager()->createQueryBuilder();
  706.         $qb->select('t')->from(Ticket::class, 't');
  708.         $qb->andwhere('t.agent = :agentId');
  709.         $qb->setParameter('agentId',$agentId);
  711.         return $qb->getQuery()->getResult();
  712.     }
  713. }