Mods-for-HESK-Netsyms/api/BusinessLogic/Tickets/ReplyCreator.php

<?php

namespace BusinessLogic\Tickets;


use BusinessLogic\Emails\Addressees;
use BusinessLogic\Emails\EmailSenderHelper;
use BusinessLogic\Emails\EmailTemplateRetriever;
use BusinessLogic\Exceptions\ApiFriendlyException;
use BusinessLogic\Exceptions\ValidationException;
use BusinessLogic\Helpers;
use BusinessLogic\Security\UserContext;
use BusinessLogic\Statuses\Closable;
use BusinessLogic\Statuses\DefaultStatusForAction;
use BusinessLogic\ValidationModel;
use DataAccess\AuditTrail\AuditTrailGateway;
use DataAccess\Security\LoginGateway;
use DataAccess\Security\UserGateway;
use DataAccess\Statuses\StatusGateway;
use DataAccess\Tickets\ReplyGateway;
use DataAccess\Tickets\TicketGateway;

class ReplyCreator extends \BaseClass {
    private $statusGateway;
    private $ticketGateway;
    private $emailSenderHelper;
    private $userGateway;
    private $auditTrailGateway;
    private $loginGateway;
    private $replyGateway;

    public function __construct(StatusGateway $statusGateway,
                                TicketGateway $ticketGateway,
                                EmailSenderHelper $emailSenderHelper,
                                UserGateway $userGateway,
                                AuditTrailGateway $auditTrailGateway,
                                LoginGateway $loginGateway,
                                ReplyGateway $replyGateway) {
        $this->statusGateway = $statusGateway;
        $this->ticketGateway = $ticketGateway;
        $this->emailSenderHelper = $emailSenderHelper;
        $this->userGateway = $userGateway;
        $this->auditTrailGateway = $auditTrailGateway;
        $this->loginGateway = $loginGateway;
        $this->replyGateway = $replyGateway;
    }

    /**
     * @param $replyRequest CreateReplyRequest
     * @param $heskSettings array
     * @param $modsForHeskSettings array
     * @throws ApiFriendlyException
     * @throws \Exception
     */
    function createReplyByCustomer($replyRequest, $heskSettings, $modsForHeskSettings) {
        $ticket = $this->ticketGateway->getTicketByTrackingId($replyRequest->trackingId, $heskSettings);

        if ($ticket === null) {
            throw new ApiFriendlyException("Ticket with tracking ID {$replyRequest->trackingId} not found.",
                "Ticket not found", 404);
        }

        $validationModel = new ValidationModel();
        if ($ticket->id !== $replyRequest->ticketId) {
            $validationModel->errorKeys[] = 'TICKET_ID_TRACKING_NUMBER_MISMATCH';
        }
        if ($replyRequest->replyMessage === null || trim($replyRequest->replyMessage) === '') {
            $validationModel->errorKeys[] = 'MESSAGE_REQUIRED';
        }

        if ($replyRequest->ipAddress === null || trim($replyRequest->ipAddress) === '') {
            $validationModel->errorKeys[] = 'IP_REQUIRED';
        }

        if ($replyRequest->hasHtml === null) {
            $validationModel->errorKeys[] = 'HAS_HTML_REQUIRED';
        }

        if ($heskSettings['email_view_ticket']) {
            if ($replyRequest->emailAddress === null || trim($replyRequest->emailAddress) === '') {
                $validationModel->errorKeys[] = 'EMAIL_REQUIRED';
            } elseif (!in_array($replyRequest->emailAddress, $ticket->email)) {
                $validationModel->errorKeys[] = 'EMAIL_NOT_FOUND_ON_TICKET';
            }
        }

        if (count($validationModel->errorKeys) > 0) {
            throw new ValidationException($validationModel);
        }

        if ($replyRequest->hasHtml) {
            $replyRequest->replyMessage = Helpers::heskMakeUrl($replyRequest->replyMessage);
            $replyRequest->replyMessage = nl2br($replyRequest->replyMessage);
        }

        if ($this->loginGateway->isIpLockedOut($replyRequest->ipAddress, $heskSettings)) {
            throw new ApiFriendlyException("The IP address entered has been locked out of the system for {$heskSettings['attempt_banmin']} minutes because of too many login failures",
                "Locked Out",
                403);
        }

        if ($this->ticketGateway->areRepliesBeingFlooded($replyRequest->ticketId, $replyRequest->ipAddress, $heskSettings)) {
            throw new ApiFriendlyException("You have been locked out of the system for {$heskSettings['attempt_banmin']} minutes because of too many replies to a ticket.",
                "Locked Out",
                403);
        }

        // If staff hasn't replied yet, don't change the status; otherwise set it to the status for customer replies
        $currentStatus = $this->statusGateway->getStatusById($ticket->statusId, $heskSettings);
        if ($currentStatus->closable === Closable::YES || $currentStatus->closable === Closable::CUSTOMERS_ONLY) {
            $customerReplyStatus = $this->statusGateway->getStatusForDefaultAction(DefaultStatusForAction::CUSTOMER_REPLY, $heskSettings);
            $defaultNewTicketStatus = $this->statusGateway->getStatusForDefaultAction(DefaultStatusForAction::NEW_TICKET, $heskSettings);

            $ticket->statusId = $ticket->statusId === $defaultNewTicketStatus->id ?
                $defaultNewTicketStatus->id :
                $customerReplyStatus->id;
        }

        $this->ticketGateway->updateMetadataForReply($ticket->id, $ticket->statusId, $heskSettings);
        $createdReply = $this->replyGateway->insertReply($ticket->id, $ticket->name, $replyRequest->replyMessage, $replyRequest->hasHtml, $heskSettings);

        //-- Changing the ticket message to the reply's
        $ticket->message = $replyRequest->replyMessage;

        $addressees = new Addressees();
        if ($ticket->ownerId !== null && $ticket->ownerId !== 0) {
            $owner = $this->userGateway->getUserById($ticket->ownerId, $heskSettings);

            if ($owner->notificationSettings->replyToMe) {
                $addressees->to[] = $owner->email;
                $language = $owner->language === null ? $heskSettings['language'] : $owner->language;
                $this->emailSenderHelper->sendEmailForTicket(EmailTemplateRetriever::NEW_REPLY_BY_CUSTOMER,
                    $language,
                    $addressees,
                    $ticket,
                    $heskSettings,
                    $modsForHeskSettings);
            }
        } else {
            $users = $this->userGateway->getUsersForUnassignedReplyNotification($heskSettings);
            foreach ($users as $user) {
                $addressees->to[] = $user->email;
                $language = $user->language === null ? $heskSettings['language'] : $user->language;

                $this->emailSenderHelper->sendEmailForTicket(EmailTemplateRetriever::NEW_REPLY_BY_CUSTOMER,
                    $language,
                    $addressees,
                    $ticket,
                    $heskSettings,
                    $modsForHeskSettings);
            }
        }

        return $createdReply;
    }
}