From 422746d14163bb6f82820436731d3dc22cf4e002 Mon Sep 17 00:00:00 2001
From: fs <fs@breadcrumb-solutions.de>
Date: Sun, 5 Apr 2026 20:00:50 +0200
Subject: [PATCH] fix(helpdesk): resolve all support actor codes instead of
 requiring exactly one per ticket

The previous logic only resolved support user codes to full names when
exactly one unique support code existed per ticket. Tickets with multiple
support codes (e.g. after reassignment) left all codes unresolved,
showing abbreviations like 'NKS' or 'FA' instead of full names.

Now: every support-role actor code in a ticket is mapped to that ticket's
Support_User_Name. For the debitor feed, codes are mapped on first
encounter to avoid conflicts from reassigned tickets.

Co-Authored-By: Claude Opus 4.6 (1M context) <noreply@anthropic.com>
---
 .../Service/TicketCommunicationService.php    | 33 ++++++-------------
 1 file changed, 10 insertions(+), 23 deletions(-)

diff --git a/modules/helpdesk/lib/Module/Helpdesk/Service/TicketCommunicationService.php b/modules/helpdesk/lib/Module/Helpdesk/Service/TicketCommunicationService.php
index 77d5188..0c85c1e 100644
--- a/modules/helpdesk/lib/Module/Helpdesk/Service/TicketCommunicationService.php
+++ b/modules/helpdesk/lib/Module/Helpdesk/Service/TicketCommunicationService.php
@@ -924,7 +924,7 @@ class TicketCommunicationService
             return [];
         }
 
-        $supportCodes = [];
+        $result = [];
         foreach ([...$odataEntries, ...$soapEntries] as $entry) {
             $actorRole = trim((string) ($entry['actor_role'] ?? ''));
             if ($actorRole !== 'support') {
@@ -932,17 +932,11 @@ class TicketCommunicationService
             }
             $actor = strtoupper(trim((string) ($entry['actor'] ?? '')));
             if ($actor !== '' && !$this->isContactActorId($actor) && mb_strlen($actor) <= 10) {
-                $supportCodes[$actor] = true;
+                $result[$actor] = $supportUserName;
             }
         }
 
-        if (count($supportCodes) !== 1) {
-            return [];
-        }
-
-        $code = array_keys($supportCodes)[0];
-
-        return [$code => $supportUserName];
+        return $result;
     }
 
     /**
@@ -962,8 +956,11 @@ class TicketCommunicationService
             return [];
         }
 
-        // Group support actor codes per ticket
-        $codesByTicket = [];
+        // Map support actor codes to names using ticket assignment data.
+        // For each entry with a support role, look up the ticket's Support_User_Name
+        // and map the actor code to that name. This handles tickets with multiple
+        // support codes (e.g. after reassignment) robustly.
+        $result = [];
         foreach ($entries as $entry) {
             $actorRole = trim((string) ($entry['actor_role'] ?? ''));
             if ($actorRole !== 'support') {
@@ -977,20 +974,10 @@ class TicketCommunicationService
             if ($ticketNo === '') {
                 continue;
             }
-            $codesByTicket[$ticketNo][$actor] = true;
-        }
-
-        $result = [];
-        foreach ($codesByTicket as $ticketNo => $codes) {
-            if (count($codes) !== 1) {
-                continue;
-            }
             $supportUserName = $supportUserNamesByTicket[$ticketNo] ?? '';
-            if ($supportUserName === '') {
-                continue;
+            if ($supportUserName !== '' && !isset($result[$actor])) {
+                $result[$actor] = $supportUserName;
             }
-            $code = array_keys($codes)[0];
-            $result[$code] = $supportUserName;
         }
 
         return $result;