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fix(helpdesk): only resolve most recent support code on reassigned tickets

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When a ticket was reassigned (multiple support codes), all codes were
mapped to the current Support_User_Name — replacing the previous
agent's name with the new one on older entries.

Now: if multiple support codes exist, only the code from the most
recent entry is mapped to the current name. Older codes remain as
abbreviations, preserving the actual history of who worked on what.

Co-Authored-By: Claude Opus 4.6 (1M context) <noreply@anthropic.com>
This commit is contained in:
Felix Schneider
2026-04-05 22:26:25 +02:00
parent fbe8140937
commit 659a6d71c5
1 changed files with 71 additions and 10 deletions
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81
modules/helpdesk/lib/Module/Helpdesk/Service/TicketCommunicationService.php
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@@ -933,7 +933,8 @@ class TicketCommunicationService
return [];
}
$result = [];
// Collect all unique support actor codes
$codes = [];
foreach ([...$odataEntries, ...$soapEntries] as $entry) {
$actorRole = trim((string) ($entry['actor_role'] ?? ''));
if ($actorRole !== 'support') {
@@ -941,11 +942,45 @@ class TicketCommunicationService
}
$actor = strtoupper(trim((string) ($entry['actor'] ?? '')));
if ($actor !== '' && !$this->isContactActorId($actor) && mb_strlen($actor) <= 10) {
$result[$actor] = $supportUserName;
$codes[$actor] = true;
}
}
return $result;
if ($codes === []) {
return [];
}
// If only one support code exists, it must be the current user
if (count($codes) === 1) {
return [array_keys($codes)[0] => $supportUserName];
}
// Multiple codes (ticket was reassigned): find the code that appears
// in the most recent entry — that's most likely the current assignee.
// Only map that code; leave older codes as abbreviations.
$latestCode = null;
$latestTs = '';
foreach ([...$odataEntries, ...$soapEntries] as $entry) {
$actorRole = trim((string) ($entry['actor_role'] ?? ''));
if ($actorRole !== 'support') {
continue;
}
$actor = strtoupper(trim((string) ($entry['actor'] ?? '')));
if (!isset($codes[$actor])) {
continue;
}
$ts = trim((string) ($entry['timestamp_iso'] ?? ''));
if ($ts > $latestTs) {
$latestTs = $ts;
$latestCode = $actor;
}
}
if ($latestCode !== null) {
return [$latestCode => $supportUserName];
}
return [];
}
/**
@@ -965,11 +1000,11 @@ class TicketCommunicationService
return [];
}
// 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 = [];
// Group support actor codes per ticket with their latest timestamp.
// For tickets with a single code, map it directly. For tickets with
// multiple codes (reassigned), only map the most recent one.
/** @var array<string, array<string, string>> $codesByTicket ticket_no → [CODE → latest_ts] */
$codesByTicket = [];
foreach ($entries as $entry) {
$actorRole = trim((string) ($entry['actor_role'] ?? ''));
if ($actorRole !== 'support') {
@@ -983,9 +1018,35 @@ class TicketCommunicationService
if ($ticketNo === '') {
continue;
}
$ts = trim((string) ($entry['timestamp_iso'] ?? ''));
if (!isset($codesByTicket[$ticketNo][$actor]) || $ts > $codesByTicket[$ticketNo][$actor]) {
$codesByTicket[$ticketNo][$actor] = $ts;
}
}
$result = [];
foreach ($codesByTicket as $ticketNo => $codes) {
$supportUserName = $supportUserNamesByTicket[$ticketNo] ?? '';
if ($supportUserName !== '' && !isset($result[$actor])) {
$result[$actor] = $supportUserName;
if ($supportUserName === '') {
continue;
}
if (count($codes) === 1) {
$result[array_keys($codes)[0]] = $supportUserName;
continue;
}
// Multiple codes: map only the most recent one
$latestCode = null;
$latestTs = '';
foreach ($codes as $code => $ts) {
if ($ts > $latestTs) {
$latestTs = $ts;
$latestCode = $code;
}
}
if ($latestCode !== null && !isset($result[$latestCode])) {
$result[$latestCode] = $supportUserName;
}
}