forked from fa/breadcrumb-the-shire
feat(helpdesk): add ticket/debtor communication feed and chat timeline UI
This commit is contained in:
360
modules/helpdesk/lib/Module/Helpdesk/Service/BcSoapGateway.php
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360
modules/helpdesk/lib/Module/Helpdesk/Service/BcSoapGateway.php
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@@ -0,0 +1,360 @@
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<?php
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namespace MintyPHP\Module\Helpdesk\Service;
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use MintyPHP\Http\SessionStoreInterface;
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/**
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* Gateway for Business Central SOAP codeunit calls used by helpdesk communication.
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*/
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class BcSoapGateway
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{
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private const CONNECT_TIMEOUT = 10;
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private const REQUEST_TIMEOUT = 30;
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private const CODEUNIT_NAME = 'ICISupportWebserviceAPI';
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private const SOAP_ACTION_GET_TICKET_COMMUNICATION_TEXT = 'urn:microsoft-dynamics-schemas/codeunit/ICISupportWebserviceAPI:GetTicketCommunicationText';
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public function __construct(
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private readonly HelpdeskSettingsGateway $settingsGateway,
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private readonly HelpdeskOAuthTokenService $oauthTokenService,
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private readonly SessionStoreInterface $sessionStore
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) {
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}
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/**
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* @return array{
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* ok: bool,
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* soap_used: bool,
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* return_value: int,
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* communication_text: string,
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* message_entries: string,
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* error?: string
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* }
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*/
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public function getTicketCommunicationText(string $ticketNo, string $messageEntries = ''): array
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{
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$ticketNo = trim($ticketNo);
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if ($ticketNo === '') {
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return [
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'ok' => false,
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'soap_used' => false,
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'return_value' => 0,
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'communication_text' => '',
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'message_entries' => '',
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'error' => 'Missing ticket number',
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];
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}
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if (!$this->settingsGateway->isConfigured()) {
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return [
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'ok' => false,
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'soap_used' => false,
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'return_value' => 0,
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'communication_text' => '',
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'message_entries' => '',
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'error' => 'BC connection not configured',
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];
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}
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$endpoint = $this->buildSoapEndpoint();
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if ($endpoint === null) {
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return [
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'ok' => false,
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'soap_used' => false,
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'return_value' => 0,
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'communication_text' => '',
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'message_entries' => '',
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'error' => 'Could not derive SOAP endpoint from BC URL',
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];
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}
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$requestBody = $this->buildGetTicketCommunicationTextEnvelope($ticketNo, $messageEntries);
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$request = $this->buildRequestContext($endpoint, $requestBody);
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if (isset($request['error'])) {
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return [
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'ok' => false,
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'soap_used' => false,
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'return_value' => 0,
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'communication_text' => '',
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'message_entries' => '',
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'error' => (string) $request['error'],
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];
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}
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$response = $this->sendSoapRequest(
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$endpoint,
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self::SOAP_ACTION_GET_TICKET_COMMUNICATION_TEXT,
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$requestBody,
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(array) ($request['headers'] ?? []),
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(string) ($request['basic_user'] ?? ''),
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(string) ($request['basic_password'] ?? '')
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);
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$httpCode = (int) ($response['http_code'] ?? 0);
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$rawBody = (string) ($response['body'] ?? '');
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if ($httpCode < 200 || $httpCode >= 300) {
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$errorSnippet = trim((string) ($response['error'] ?? ''));
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if ($errorSnippet === '' && $rawBody !== '') {
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$errorSnippet = mb_substr($rawBody, 0, 250);
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}
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return [
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'ok' => false,
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'soap_used' => false,
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'return_value' => 0,
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'communication_text' => '',
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'message_entries' => '',
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'error' => 'BC SOAP request failed: HTTP ' . $httpCode . ($errorSnippet !== '' ? ' - ' . $errorSnippet : ''),
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];
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}
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$parsed = $this->parseGetTicketCommunicationTextResponse($rawBody);
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if (!($parsed['ok'] ?? false)) {
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return [
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'ok' => false,
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'soap_used' => false,
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'return_value' => 0,
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'communication_text' => '',
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'message_entries' => '',
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'error' => (string) ($parsed['error'] ?? 'Could not parse SOAP response'),
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];
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}
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$returnValue = (int) ($parsed['return_value'] ?? 0);
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if ($returnValue >= 400) {
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return [
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'ok' => false,
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'soap_used' => false,
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'return_value' => $returnValue,
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'communication_text' => (string) ($parsed['communication_text'] ?? ''),
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'message_entries' => (string) ($parsed['message_entries'] ?? ''),
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'error' => 'BC SOAP returned error code ' . $returnValue,
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];
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}
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return [
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'ok' => true,
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'soap_used' => true,
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'return_value' => $returnValue,
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'communication_text' => (string) ($parsed['communication_text'] ?? ''),
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'message_entries' => (string) ($parsed['message_entries'] ?? ''),
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];
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}
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private function buildGetTicketCommunicationTextEnvelope(string $ticketNo, string $messageEntries): string
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{
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$escapedTicketNo = htmlspecialchars($ticketNo, ENT_XML1 | ENT_QUOTES, 'UTF-8');
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$normalizedMessageEntries = trim($messageEntries);
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if ($normalizedMessageEntries === '') {
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$normalizedMessageEntries = '0';
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}
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$escapedMessageEntries = htmlspecialchars($normalizedMessageEntries, ENT_XML1 | ENT_QUOTES, 'UTF-8');
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return <<<XML
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<?xml version="1.0" encoding="utf-8"?>
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<soap:Envelope xmlns:soap="http://schemas.xmlsoap.org/soap/envelope/" xmlns:urn="urn:microsoft-dynamics-schemas/codeunit/ICISupportWebserviceAPI">
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<soap:Body>
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<urn:GetTicketCommunicationText>
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<urn:ticketNo>{$escapedTicketNo}</urn:ticketNo>
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<urn:communicationText></urn:communicationText>
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<urn:messageEntries>{$escapedMessageEntries}</urn:messageEntries>
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</urn:GetTicketCommunicationText>
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</soap:Body>
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</soap:Envelope>
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XML;
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}
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/**
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* @return array{headers?: array<int, string>, basic_user?: string, basic_password?: string, error?: string}
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*/
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private function buildRequestContext(string $endpoint, string $requestBody): array
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{
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$headers = [
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'Content-Type: text/xml; charset=utf-8',
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'Accept: text/xml,application/xml',
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'SOAPAction: "' . self::SOAP_ACTION_GET_TICKET_COMMUNICATION_TEXT . '"',
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'Content-Length: ' . strlen($requestBody),
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];
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$authMode = $this->settingsGateway->getAuthMode();
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if ($authMode === HelpdeskSettingsGateway::AUTH_MODE_BASIC) {
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return [
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'headers' => $headers,
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'basic_user' => $this->settingsGateway->getBasicUser() ?? '',
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'basic_password' => $this->settingsGateway->getBasicPassword() ?? '',
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];
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}
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if ($authMode !== HelpdeskSettingsGateway::AUTH_MODE_OAUTH2) {
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return ['headers' => $headers];
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}
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$tenantId = $this->resolveCurrentTenantId();
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if ($tenantId <= 0) {
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return ['error' => 'OAuth2 mode requires active tenant context'];
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}
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$audience = $this->buildOAuthAudienceFromEndpoint($endpoint);
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if ($audience === null) {
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return ['error' => 'Could not build OAuth audience for SOAP endpoint'];
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}
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$token = $this->oauthTokenService->getAccessToken($tenantId, $audience);
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if ($token === null || trim($token) === '') {
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return ['error' => 'Could not obtain OAuth2 access token for SOAP request'];
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}
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$headers[] = 'Authorization: Bearer ' . $token;
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return ['headers' => $headers];
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}
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/**
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* @return array{ok: bool, return_value?: int, communication_text?: string, message_entries?: string, error?: string}
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*/
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private function parseGetTicketCommunicationTextResponse(string $body): array
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{
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$body = trim($body);
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if ($body === '') {
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return ['ok' => false, 'error' => 'Empty SOAP response'];
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}
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$dom = new \DOMDocument();
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$previousLibxmlState = libxml_use_internal_errors(true);
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$loaded = $dom->loadXML($body);
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libxml_clear_errors();
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libxml_use_internal_errors($previousLibxmlState);
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if (!$loaded) {
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return ['ok' => false, 'error' => 'Invalid SOAP XML response'];
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}
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$xpath = new \DOMXPath($dom);
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$faultNode = $xpath->query("//*[local-name()='Fault']/*[local-name()='faultstring']")->item(0);
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if ($faultNode instanceof \DOMNode) {
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return ['ok' => false, 'error' => trim((string) $faultNode->textContent) ?: 'SOAP fault'];
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}
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$returnNode = $xpath->query("//*[local-name()='return_value']")->item(0);
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$communicationNode = $xpath->query("//*[local-name()='communicationText']")->item(0);
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$messageEntriesNode = $xpath->query("//*[local-name()='messageEntries']")->item(0);
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return [
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'ok' => true,
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'return_value' => $returnNode instanceof \DOMNode && is_numeric(trim((string) $returnNode->textContent))
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? (int) trim((string) $returnNode->textContent)
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: 0,
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'communication_text' => $communicationNode instanceof \DOMNode ? (string) $communicationNode->textContent : '',
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'message_entries' => $messageEntriesNode instanceof \DOMNode ? (string) $messageEntriesNode->textContent : '',
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];
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}
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protected function sendSoapRequest(
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string $endpoint,
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string $soapAction,
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string $requestBody,
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array $headers,
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string $basicUser,
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string $basicPassword
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): array {
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$ch = curl_init();
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if ($ch === false) {
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return ['http_code' => 0, 'body' => '', 'error' => 'curl_init failed'];
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}
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curl_setopt_array($ch, [
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CURLOPT_URL => $endpoint,
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CURLOPT_RETURNTRANSFER => true,
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CURLOPT_CONNECTTIMEOUT => self::CONNECT_TIMEOUT,
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CURLOPT_TIMEOUT => self::REQUEST_TIMEOUT,
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CURLOPT_SSL_VERIFYPEER => true,
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CURLOPT_SSL_VERIFYHOST => 2,
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CURLOPT_POST => true,
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CURLOPT_POSTFIELDS => $requestBody,
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CURLOPT_HTTPHEADER => $headers,
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]);
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if ($basicUser !== '' || $basicPassword !== '') {
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curl_setopt($ch, CURLOPT_USERPWD, $basicUser . ':' . $basicPassword);
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curl_setopt($ch, CURLOPT_HTTPAUTH, CURLAUTH_BASIC);
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}
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$responseBody = curl_exec($ch);
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$httpCode = (int) curl_getinfo($ch, CURLINFO_HTTP_CODE);
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$error = curl_error($ch);
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unset($ch);
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return [
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'http_code' => $httpCode,
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'body' => is_string($responseBody) ? $responseBody : '',
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'error' => $error,
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];
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}
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private function buildSoapEndpoint(): ?string
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{
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$baseUrl = trim($this->settingsGateway->getODataBaseUrl());
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if ($baseUrl === '') {
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return null;
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}
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$parsed = parse_url($baseUrl);
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if (!is_array($parsed)) {
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return null;
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}
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$scheme = strtolower((string) ($parsed['scheme'] ?? 'https'));
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$host = trim((string) ($parsed['host'] ?? ''));
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if ($host === '') {
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return null;
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}
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$odataPath = '/' . ltrim((string) ($parsed['path'] ?? ''), '/');
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$instancePath = (string) preg_replace('#/ODataV4(?:/.*)?$#i', '', $odataPath);
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$instancePath = rtrim($instancePath !== '' ? $instancePath : '/BusinessCentral', '/');
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if ($instancePath === '') {
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$instancePath = '/BusinessCentral';
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}
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$odataPort = (int) ($parsed['port'] ?? 0);
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$soapPort = $odataPort === 7048 ? 7047 : $odataPort;
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$authority = $host;
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if ($soapPort > 0 && !(($scheme === 'https' && $soapPort === 443) || ($scheme === 'http' && $soapPort === 80))) {
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$authority .= ':' . $soapPort;
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}
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$company = rawurlencode($this->settingsGateway->getCompanyName());
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return $scheme . '://' . $authority . $instancePath . '/WS/' . $company . '/Codeunit/' . self::CODEUNIT_NAME;
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}
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private function buildOAuthAudienceFromEndpoint(string $endpoint): ?string
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{
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$parsed = parse_url($endpoint);
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if (!is_array($parsed)) {
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return null;
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}
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$scheme = strtolower((string) ($parsed['scheme'] ?? 'https'));
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$host = trim((string) ($parsed['host'] ?? ''));
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if ($host === '') {
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return null;
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}
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$port = (int) ($parsed['port'] ?? 0);
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$authority = $host;
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if ($port > 0 && !(($scheme === 'https' && $port === 443) || ($scheme === 'http' && $port === 80))) {
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$authority .= ':' . $port;
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}
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return $scheme . '://' . $authority;
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}
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private function resolveCurrentTenantId(): int
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{
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$session = $this->sessionStore->all();
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$tenantId = (int) (($session['current_tenant']['id'] ?? 0));
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return $tenantId > 0 ? $tenantId : 0;
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}
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}
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@@ -0,0 +1,872 @@
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<?php
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namespace MintyPHP\Module\Helpdesk\Service;
|
||||
|
||||
/**
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* Aggregates ticket communication from SOAP and OData into a normalized feed.
|
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*/
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class TicketCommunicationService
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{
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public function __construct(
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private readonly BcSoapGateway $bcSoapGateway,
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||||
private readonly BcODataGateway $bcODataGateway
|
||||
) {
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||||
}
|
||||
|
||||
/**
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||||
* @return array{
|
||||
* ok: bool,
|
||||
* entries?: array<int, array<string, string>>,
|
||||
* meta?: array<string, mixed>,
|
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* error?: string
|
||||
* }
|
||||
*/
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||||
public function loadTicketCommunicationFeed(string $ticketNo, int $maxEntries = 40): array
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||||
{
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$ticketNo = trim($ticketNo);
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if ($ticketNo === '') {
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return ['ok' => false, 'error' => 'Missing ticket number'];
|
||||
}
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||||
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$maxEntries = max(1, min(250, $maxEntries));
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$ticketLog = [];
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$odataError = '';
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$odataEntries = [];
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try {
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$ticketLog = $this->bcODataGateway->getTicketLog($ticketNo);
|
||||
} catch (\Throwable $e) {
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||||
$odataError = $e->getMessage();
|
||||
}
|
||||
|
||||
$messageEntries = $this->buildSoapMessageEntriesFromTicketLog($ticketLog);
|
||||
$soapResult = $this->bcSoapGateway->getTicketCommunicationText($ticketNo, $messageEntries);
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||||
$soapError = (string) ($soapResult['error'] ?? '');
|
||||
$soapUsed = (bool) ($soapResult['soap_used'] ?? false);
|
||||
$soapEntries = [];
|
||||
$soapMessageMap = [];
|
||||
if (($soapResult['ok'] ?? false) === true) {
|
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$soapEntries = $this->parseSoapEntries(
|
||||
$ticketNo,
|
||||
(string) ($soapResult['communication_text'] ?? ''),
|
||||
(string) ($soapResult['message_entries'] ?? '')
|
||||
);
|
||||
$soapMessageMap = $this->extractSoapMessageMap(
|
||||
(string) ($soapResult['communication_text'] ?? ''),
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||||
(string) ($soapResult['message_entries'] ?? '')
|
||||
);
|
||||
}
|
||||
|
||||
if ($ticketLog !== []) {
|
||||
$odataEntries = $this->mapODataEntries($ticketNo, $ticketLog, $soapMessageMap);
|
||||
}
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||||
|
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$actorNameMap = $this->resolveContactActorNames($ticketNo, $odataEntries, $soapEntries);
|
||||
if ($actorNameMap !== []) {
|
||||
$odataEntries = $this->applyActorNameMap($odataEntries, $actorNameMap);
|
||||
$soapEntries = $this->applyActorNameMap($soapEntries, $actorNameMap);
|
||||
}
|
||||
|
||||
$merged = $this->mergeEntries($odataEntries, $soapEntries, $maxEntries);
|
||||
$fallbackUsed = $this->hasFallbackOnlyEntries($odataEntries) && $soapEntries === [];
|
||||
|
||||
if ($merged === [] && $soapError !== '' && $odataError !== '') {
|
||||
return [
|
||||
'ok' => false,
|
||||
'error' => 'Could not load communication feed',
|
||||
'meta' => [
|
||||
'ticket_no' => $ticketNo,
|
||||
'soap_used' => false,
|
||||
'soap_error' => $soapError,
|
||||
'fallback_used' => false,
|
||||
],
|
||||
];
|
||||
}
|
||||
|
||||
return [
|
||||
'ok' => true,
|
||||
'entries' => $merged,
|
||||
'meta' => [
|
||||
'ticket_no' => $ticketNo,
|
||||
'soap_used' => $soapUsed,
|
||||
'soap_error' => $soapError,
|
||||
'fallback_used' => $fallbackUsed,
|
||||
],
|
||||
];
|
||||
}
|
||||
|
||||
/**
|
||||
* @return array{
|
||||
* ok: bool,
|
||||
* entries?: array<int, array<string, string>>,
|
||||
* meta?: array<string, mixed>,
|
||||
* error?: string
|
||||
* }
|
||||
*/
|
||||
public function loadDebitorCommunicationFeed(
|
||||
string $customerNo,
|
||||
string $customerName,
|
||||
int $ticketsLimit = 10,
|
||||
int $maxEntriesPerTicket = 40,
|
||||
int $maxEntriesTotal = 250
|
||||
): array {
|
||||
$customerNo = trim($customerNo);
|
||||
$customerName = trim($customerName);
|
||||
if ($customerNo === '' || $customerName === '') {
|
||||
return ['ok' => false, 'error' => 'Missing customer number or name'];
|
||||
}
|
||||
|
||||
$ticketsLimit = max(1, min(25, $ticketsLimit));
|
||||
$maxEntriesPerTicket = max(1, min(80, $maxEntriesPerTicket));
|
||||
$maxEntriesTotal = max(1, min(500, $maxEntriesTotal));
|
||||
|
||||
try {
|
||||
$tickets = $this->bcODataGateway->getTicketsForCustomer($customerNo, $customerName);
|
||||
} catch (\Throwable) {
|
||||
return ['ok' => false, 'error' => 'Could not load tickets for customer'];
|
||||
}
|
||||
|
||||
if ($tickets === []) {
|
||||
return [
|
||||
'ok' => true,
|
||||
'entries' => [],
|
||||
'meta' => [
|
||||
'customer_no' => $customerNo,
|
||||
'tickets_considered' => 0,
|
||||
'tickets_with_data' => 0,
|
||||
'soap_partial_failures' => 0,
|
||||
],
|
||||
];
|
||||
}
|
||||
|
||||
usort($tickets, function (array $a, array $b): int {
|
||||
$sa = $this->ticketSortStamp($a);
|
||||
$sb = $this->ticketSortStamp($b);
|
||||
|
||||
return $sb <=> $sa;
|
||||
});
|
||||
|
||||
$ticketsToProcess = [];
|
||||
foreach ($tickets as $ticket) {
|
||||
$ticketNo = trim((string) ($ticket['No'] ?? ''));
|
||||
if ($ticketNo === '') {
|
||||
continue;
|
||||
}
|
||||
$ticketsToProcess[$ticketNo] = true;
|
||||
if (count($ticketsToProcess) >= $ticketsLimit) {
|
||||
break;
|
||||
}
|
||||
}
|
||||
|
||||
$allEntries = [];
|
||||
$ticketsWithData = 0;
|
||||
$soapPartialFailures = 0;
|
||||
|
||||
foreach (array_keys($ticketsToProcess) as $ticketNo) {
|
||||
$feed = $this->loadTicketCommunicationFeed($ticketNo, $maxEntriesPerTicket);
|
||||
$ticketEntries = [];
|
||||
if ($feed['ok'] ?? false) {
|
||||
$ticketEntries = is_array($feed['entries'] ?? null) ? $feed['entries'] : [];
|
||||
}
|
||||
|
||||
if ($ticketEntries !== []) {
|
||||
$ticketsWithData++;
|
||||
foreach ($ticketEntries as $entry) {
|
||||
$allEntries[] = $entry;
|
||||
}
|
||||
}
|
||||
|
||||
$meta = is_array($feed['meta'] ?? null) ? $feed['meta'] : [];
|
||||
$soapUsed = (bool) ($meta['soap_used'] ?? false);
|
||||
$soapError = trim((string) ($meta['soap_error'] ?? ''));
|
||||
if (!$soapUsed && $soapError !== '') {
|
||||
$soapPartialFailures++;
|
||||
}
|
||||
}
|
||||
|
||||
$entries = $this->mergeEntries($allEntries, [], $maxEntriesTotal);
|
||||
|
||||
return [
|
||||
'ok' => true,
|
||||
'entries' => $entries,
|
||||
'meta' => [
|
||||
'customer_no' => $customerNo,
|
||||
'tickets_considered' => count($ticketsToProcess),
|
||||
'tickets_with_data' => $ticketsWithData,
|
||||
'soap_partial_failures' => $soapPartialFailures,
|
||||
],
|
||||
];
|
||||
}
|
||||
|
||||
/**
|
||||
* @param array<int, array<string, mixed>> $ticketLog
|
||||
* @param array<string, string> $soapMessageMap
|
||||
* @return array<int, array<string, string>>
|
||||
*/
|
||||
private function mapODataEntries(string $ticketNo, array $ticketLog, array $soapMessageMap = []): array
|
||||
{
|
||||
$entries = [];
|
||||
foreach ($ticketLog as $row) {
|
||||
$type = trim((string) ($row['Type'] ?? ''));
|
||||
$stateSubtype = trim((string) ($row['State_Subtype'] ?? ''));
|
||||
$recordId = trim((string) ($row['Record_ID'] ?? ''));
|
||||
$actor = trim((string) ($row['Created_By'] ?? ''));
|
||||
$createdByType = trim((string) ($row['Created_By_Type'] ?? ''));
|
||||
$date = trim((string) ($row['Creation_Date'] ?? ''));
|
||||
$time = trim((string) ($row['Creation_Time'] ?? ''));
|
||||
$entryNo = $this->normalizeEntryNo($row['Entry_No'] ?? null);
|
||||
|
||||
$timestampIso = $this->combineDateTimeToIso($date, $time);
|
||||
$soapMessage = $entryNo !== '' ? (string) ($soapMessageMap[$entryNo] ?? '') : '';
|
||||
$message = $soapMessage !== ''
|
||||
? $soapMessage
|
||||
: $this->buildODataMessage($type, $stateSubtype, $recordId);
|
||||
[$normalizedType, $typeVariant] = $this->normalizeType($type, $message);
|
||||
|
||||
$entry = [
|
||||
'entry_id' => 'odata-' . substr(hash('sha256', $ticketNo . '|' . ($row['Entry_No'] ?? '') . '|' . $timestampIso . '|' . $actor . '|' . $normalizedType . '|' . $message), 0, 20),
|
||||
'ticket_no' => $ticketNo,
|
||||
'timestamp_iso' => $timestampIso,
|
||||
'date' => $date,
|
||||
'time' => $this->normalizeTime($time),
|
||||
'actor' => $actor,
|
||||
'actor_role' => $this->normalizeActorRole($createdByType, $actor),
|
||||
'type' => $normalizedType,
|
||||
'type_variant' => $typeVariant,
|
||||
'state_subtype' => $stateSubtype,
|
||||
'message' => $message,
|
||||
'source' => $soapMessage !== '' ? 'soap' : 'odata',
|
||||
];
|
||||
|
||||
$entries[] = $entry;
|
||||
}
|
||||
|
||||
return $entries;
|
||||
}
|
||||
|
||||
/**
|
||||
* @return array<int, array<string, string>>
|
||||
*/
|
||||
private function parseSoapEntries(string $ticketNo, string $communicationText, string $messageEntries): array
|
||||
{
|
||||
$entries = [];
|
||||
$candidates = [];
|
||||
if (!$this->isSoapPayloadEmpty($messageEntries)) {
|
||||
$candidates[] = $messageEntries;
|
||||
}
|
||||
if (!$this->isSoapPayloadEmpty($communicationText)) {
|
||||
$candidates[] = $communicationText;
|
||||
}
|
||||
|
||||
foreach ($candidates as $candidate) {
|
||||
foreach ($this->extractEntriesFromPayload($ticketNo, $candidate) as $entry) {
|
||||
$entries[] = $entry;
|
||||
}
|
||||
}
|
||||
|
||||
return $this->mergeEntries($entries, [], 200);
|
||||
}
|
||||
|
||||
/**
|
||||
* @param array<int, array<string, mixed>> $ticketLog
|
||||
*/
|
||||
private function buildSoapMessageEntriesFromTicketLog(array $ticketLog): string
|
||||
{
|
||||
$entryNos = [];
|
||||
foreach ($ticketLog as $row) {
|
||||
$type = trim((string) ($row['Type'] ?? ''));
|
||||
[$normalizedType, $typeVariant] = $this->normalizeType($type, '');
|
||||
if ($typeVariant !== 'message' && !in_array($normalizedType, ['Message', 'Nachricht'], true)) {
|
||||
continue;
|
||||
}
|
||||
|
||||
$entryNo = $this->normalizeEntryNo($row['Entry_No'] ?? null);
|
||||
if ($entryNo !== '') {
|
||||
$entryNos[$entryNo] = true;
|
||||
}
|
||||
}
|
||||
|
||||
if ($entryNos === []) {
|
||||
return '';
|
||||
}
|
||||
|
||||
return implode(';', array_keys($entryNos)) . ';';
|
||||
}
|
||||
|
||||
/**
|
||||
* @return array<string, string>
|
||||
*/
|
||||
private function extractSoapMessageMap(string $communicationText, string $messageEntries): array
|
||||
{
|
||||
$sources = [$communicationText, $messageEntries];
|
||||
foreach ($sources as $payload) {
|
||||
$payload = trim($payload);
|
||||
if ($payload === '' || $this->isSoapPayloadEmpty($payload)) {
|
||||
continue;
|
||||
}
|
||||
|
||||
$decoded = json_decode($payload, true);
|
||||
if (!is_array($decoded) || !array_is_list($decoded)) {
|
||||
continue;
|
||||
}
|
||||
|
||||
$map = [];
|
||||
foreach ($decoded as $row) {
|
||||
if (!is_array($row)) {
|
||||
continue;
|
||||
}
|
||||
|
||||
$entryNo = $this->normalizeEntryNo($row['EntryNo'] ?? $row['entryNo'] ?? $row['entry_no'] ?? null);
|
||||
if ($entryNo === '') {
|
||||
continue;
|
||||
}
|
||||
|
||||
$message = $this->normalizeSoapMessageText((string) ($row['DataBlob'] ?? $row['dataBlob'] ?? $row['message'] ?? $row['text'] ?? ''));
|
||||
if ($message === '') {
|
||||
continue;
|
||||
}
|
||||
|
||||
$map[$entryNo] = $message;
|
||||
}
|
||||
|
||||
if ($map !== []) {
|
||||
return $map;
|
||||
}
|
||||
}
|
||||
|
||||
return [];
|
||||
}
|
||||
|
||||
/**
|
||||
* @return array<int, array<string, string>>
|
||||
*/
|
||||
private function extractEntriesFromPayload(string $ticketNo, string $payload): array
|
||||
{
|
||||
$payload = trim($payload);
|
||||
if ($payload === '' || $this->isSoapPayloadEmpty($payload)) {
|
||||
return [];
|
||||
}
|
||||
|
||||
$jsonDecoded = json_decode($payload, true);
|
||||
if (is_array($jsonDecoded) && array_is_list($jsonDecoded)) {
|
||||
$entries = [];
|
||||
foreach ($jsonDecoded as $row) {
|
||||
if (!is_array($row)) {
|
||||
continue;
|
||||
}
|
||||
$message = $this->normalizeSoapMessageText((string) ($row['message'] ?? $row['text'] ?? $row['DataBlob'] ?? $row['dataBlob'] ?? ''));
|
||||
if ($message === '') {
|
||||
continue;
|
||||
}
|
||||
$timestampIso = trim((string) ($row['timestamp'] ?? $row['created_at'] ?? ''));
|
||||
$actor = trim((string) ($row['actor'] ?? $row['user'] ?? ''));
|
||||
$createdByType = trim((string) ($row['created_by_type'] ?? $row['Created_By_Type'] ?? ''));
|
||||
$stateSubtype = trim((string) ($row['state_subtype'] ?? ''));
|
||||
[$type, $variant] = $this->normalizeType((string) ($row['type'] ?? 'Nachricht'), $message);
|
||||
[$date, $time] = $this->splitTimestamp($timestampIso);
|
||||
$entry = $this->buildSoapEntry(
|
||||
$ticketNo,
|
||||
$timestampIso,
|
||||
$date,
|
||||
$time,
|
||||
$actor,
|
||||
$this->normalizeActorRole($createdByType, $actor),
|
||||
$type,
|
||||
$variant,
|
||||
$stateSubtype,
|
||||
$message
|
||||
);
|
||||
$entryNo = $this->normalizeEntryNo($row['EntryNo'] ?? $row['entryNo'] ?? $row['entry_no'] ?? null);
|
||||
if ($entryNo !== '') {
|
||||
$entry['entry_id'] = 'soap-' . substr(hash('sha256', $ticketNo . '|' . $entryNo . '|' . $timestampIso . '|' . $actor . '|' . $type . '|' . $message), 0, 20);
|
||||
}
|
||||
$entries[] = $entry;
|
||||
}
|
||||
if ($entries !== []) {
|
||||
return $entries;
|
||||
}
|
||||
}
|
||||
|
||||
$normalized = str_replace(["\r\n", "\r"], "\n", $payload);
|
||||
$normalized = preg_replace('#<br\s*/?>#i', "\n", $normalized) ?? $normalized;
|
||||
$normalized = strip_tags($normalized);
|
||||
$normalized = html_entity_decode($normalized, ENT_QUOTES | ENT_HTML5, 'UTF-8');
|
||||
|
||||
$lines = preg_split('/\n+/', $normalized) ?: [];
|
||||
$lines = array_values(array_filter(array_map(static fn (string $line): string => trim($line), $lines), static fn (string $line): bool => $line !== ''));
|
||||
if ($lines === []) {
|
||||
return [];
|
||||
}
|
||||
|
||||
$entries = [];
|
||||
foreach ($lines as $line) {
|
||||
$entries[] = $this->parseSoapLine($ticketNo, $line);
|
||||
}
|
||||
|
||||
return $entries;
|
||||
}
|
||||
|
||||
private function isSoapPayloadEmpty(string $payload): bool
|
||||
{
|
||||
$normalized = trim(html_entity_decode($payload, ENT_QUOTES | ENT_HTML5, 'UTF-8'));
|
||||
if ($normalized === '') {
|
||||
return true;
|
||||
}
|
||||
|
||||
return in_array($normalized, ['0', '[]', '0[]', 'null', '{}'], true);
|
||||
}
|
||||
|
||||
/**
|
||||
* @return array<string, string>
|
||||
*/
|
||||
private function parseSoapLine(string $ticketNo, string $line): array
|
||||
{
|
||||
$working = trim($line);
|
||||
$timestampIso = '';
|
||||
$date = '';
|
||||
$time = '';
|
||||
|
||||
if (preg_match('/^(\d{4}-\d{2}-\d{2})(?:[T\s](\d{2}:\d{2}(?::\d{2})?))?\s*[-|]\s*(.+)$/u', $working, $m) === 1) {
|
||||
$date = $m[1];
|
||||
$time = isset($m[2]) ? $this->normalizeTime($m[2]) : '';
|
||||
$timestampIso = $this->combineDateTimeToIso($date, $time);
|
||||
$working = trim($m[3]);
|
||||
} elseif (preg_match('/^(\d{2}\.\d{2}\.\d{4})\s+(\d{2}:\d{2}(?::\d{2})?)\s*[-|]\s*(.+)$/u', $working, $m) === 1) {
|
||||
$date = $m[1];
|
||||
$time = $this->normalizeTime($m[2]);
|
||||
$timestampIso = $this->convertEuropeanDateTimeToIso($date, $time);
|
||||
$working = trim($m[3]);
|
||||
}
|
||||
|
||||
$actor = '';
|
||||
$message = $working;
|
||||
if (preg_match('/^([^:]{2,80}):\s*(.+)$/u', $working, $m) === 1) {
|
||||
$actor = trim($m[1]);
|
||||
$message = trim($m[2]);
|
||||
}
|
||||
|
||||
[$type, $variant] = $this->normalizeType('Nachricht', $message);
|
||||
$stateSubtype = '';
|
||||
|
||||
return $this->buildSoapEntry(
|
||||
$ticketNo,
|
||||
$timestampIso,
|
||||
$date,
|
||||
$time,
|
||||
$actor,
|
||||
$this->normalizeActorRole('', $actor),
|
||||
$type,
|
||||
$variant,
|
||||
$stateSubtype,
|
||||
$message
|
||||
);
|
||||
}
|
||||
|
||||
/**
|
||||
* @return array<string, string>
|
||||
*/
|
||||
private function buildSoapEntry(
|
||||
string $ticketNo,
|
||||
string $timestampIso,
|
||||
string $date,
|
||||
string $time,
|
||||
string $actor,
|
||||
string $actorRole,
|
||||
string $type,
|
||||
string $variant,
|
||||
string $stateSubtype,
|
||||
string $message
|
||||
): array {
|
||||
return [
|
||||
'entry_id' => 'soap-' . substr(hash('sha256', $ticketNo . '|' . $timestampIso . '|' . $actor . '|' . $type . '|' . $message), 0, 20),
|
||||
'ticket_no' => $ticketNo,
|
||||
'timestamp_iso' => $timestampIso,
|
||||
'date' => $date,
|
||||
'time' => $time,
|
||||
'actor' => $actor,
|
||||
'actor_role' => $actorRole,
|
||||
'type' => $type,
|
||||
'type_variant' => $variant,
|
||||
'state_subtype' => $stateSubtype,
|
||||
'message' => $message,
|
||||
'source' => 'soap',
|
||||
];
|
||||
}
|
||||
|
||||
/**
|
||||
* @param array<int, array<string, string>> $primary
|
||||
* @param array<int, array<string, string>> $secondary
|
||||
* @return array<int, array<string, string>>
|
||||
*/
|
||||
private function mergeEntries(array $primary, array $secondary, int $maxEntries): array
|
||||
{
|
||||
$combined = [...$primary, ...$secondary];
|
||||
if ($combined === []) {
|
||||
return [];
|
||||
}
|
||||
|
||||
usort($combined, function (array $a, array $b): int {
|
||||
$ta = trim((string) ($a['timestamp_iso'] ?? ''));
|
||||
$tb = trim((string) ($b['timestamp_iso'] ?? ''));
|
||||
if ($ta === $tb) {
|
||||
return strcmp((string) ($b['entry_id'] ?? ''), (string) ($a['entry_id'] ?? ''));
|
||||
}
|
||||
if ($ta === '') {
|
||||
return 1;
|
||||
}
|
||||
if ($tb === '') {
|
||||
return -1;
|
||||
}
|
||||
|
||||
return strcmp($tb, $ta);
|
||||
});
|
||||
|
||||
$deduped = [];
|
||||
$seen = [];
|
||||
foreach ($combined as $entry) {
|
||||
$signature = $this->entrySignature($entry);
|
||||
if (isset($seen[$signature])) {
|
||||
continue;
|
||||
}
|
||||
$seen[$signature] = true;
|
||||
$deduped[] = $entry;
|
||||
if (count($deduped) >= $maxEntries) {
|
||||
break;
|
||||
}
|
||||
}
|
||||
|
||||
return $deduped;
|
||||
}
|
||||
|
||||
/**
|
||||
* @param array<string, string> $entry
|
||||
*/
|
||||
private function entrySignature(array $entry): string
|
||||
{
|
||||
return hash(
|
||||
'sha256',
|
||||
implode('|', [
|
||||
(string) ($entry['ticket_no'] ?? ''),
|
||||
(string) ($entry['timestamp_iso'] ?? ''),
|
||||
(string) ($entry['actor'] ?? ''),
|
||||
(string) ($entry['type'] ?? ''),
|
||||
hash('sha256', (string) ($entry['message'] ?? '')),
|
||||
])
|
||||
);
|
||||
}
|
||||
|
||||
/**
|
||||
* @param array<int, array<string, string>> $entries
|
||||
*/
|
||||
private function hasFallbackOnlyEntries(array $entries): bool
|
||||
{
|
||||
if ($entries === []) {
|
||||
return false;
|
||||
}
|
||||
|
||||
foreach ($entries as $entry) {
|
||||
if (($entry['source'] ?? '') === 'soap') {
|
||||
return false;
|
||||
}
|
||||
}
|
||||
|
||||
return true;
|
||||
}
|
||||
|
||||
private function buildODataMessage(string $type, string $stateSubtype, string $recordId): string
|
||||
{
|
||||
$type = trim($type);
|
||||
$recordId = trim($recordId);
|
||||
$stateSubtype = trim($stateSubtype);
|
||||
|
||||
if ($type === 'Status' && $stateSubtype !== '') {
|
||||
return $stateSubtype;
|
||||
}
|
||||
|
||||
if ($recordId !== '') {
|
||||
return $recordId;
|
||||
}
|
||||
|
||||
if ($type !== '') {
|
||||
return $type;
|
||||
}
|
||||
|
||||
return '';
|
||||
}
|
||||
|
||||
private function normalizeEntryNo(mixed $value): string
|
||||
{
|
||||
if (is_int($value)) {
|
||||
return (string) $value;
|
||||
}
|
||||
|
||||
$raw = trim((string) $value);
|
||||
if ($raw === '' || preg_match('/^\d+$/', $raw) !== 1) {
|
||||
return '';
|
||||
}
|
||||
|
||||
return (string) ((int) $raw);
|
||||
}
|
||||
|
||||
private function normalizeSoapMessageText(string $message): string
|
||||
{
|
||||
$message = trim($message);
|
||||
if ($message === '') {
|
||||
return '';
|
||||
}
|
||||
|
||||
$message = preg_replace('#<br\s*/?>#i', "\n", $message) ?? $message;
|
||||
$message = preg_replace('#</p>\s*<p>#i', "\n\n", $message) ?? $message;
|
||||
$message = strip_tags($message);
|
||||
$message = html_entity_decode($message, ENT_QUOTES | ENT_HTML5, 'UTF-8');
|
||||
$message = str_replace(["\r\n", "\r"], "\n", $message);
|
||||
$message = preg_replace("/\n{3,}/", "\n\n", $message) ?? $message;
|
||||
|
||||
return trim($message);
|
||||
}
|
||||
|
||||
/**
|
||||
* @return array{0: string, 1: string}
|
||||
*/
|
||||
private function normalizeType(string $type, string $message): array
|
||||
{
|
||||
$type = trim($type);
|
||||
$needle = mb_strtolower($type . ' ' . $message);
|
||||
if ($type === 'Status' || str_contains($needle, 'status')) {
|
||||
return ['Status', 'status'];
|
||||
}
|
||||
if ($type === 'Weiterleitung' || str_contains($needle, 'weiterleit') || str_contains($needle, 'forward')) {
|
||||
return ['Weiterleitung', 'forward'];
|
||||
}
|
||||
if ($type === 'Datei' || str_contains($needle, 'datei') || str_contains($needle, 'file') || str_contains($needle, 'anhang')) {
|
||||
return ['Datei', 'file'];
|
||||
}
|
||||
if ($type === 'Nachricht' || $type === 'Message') {
|
||||
return ['Nachricht', 'message'];
|
||||
}
|
||||
if ($type !== '') {
|
||||
return [$type, 'other'];
|
||||
}
|
||||
|
||||
return ['Nachricht', 'message'];
|
||||
}
|
||||
|
||||
private function ticketSortStamp(array $ticket): int
|
||||
{
|
||||
$activity = trim((string) ($ticket['Last_Activity_Date'] ?? ''));
|
||||
if ($activity !== '' && $activity !== '0001-01-01T00:00:00Z') {
|
||||
$ts = strtotime($activity);
|
||||
if (is_int($ts)) {
|
||||
return $ts;
|
||||
}
|
||||
}
|
||||
|
||||
$created = trim((string) ($ticket['Created_On'] ?? ''));
|
||||
if ($created !== '' && $created !== '0001-01-01T00:00:00Z') {
|
||||
$ts = strtotime($created);
|
||||
if (is_int($ts)) {
|
||||
return $ts;
|
||||
}
|
||||
}
|
||||
|
||||
return 0;
|
||||
}
|
||||
|
||||
private function combineDateTimeToIso(string $date, string $time): string
|
||||
{
|
||||
$date = trim($date);
|
||||
$time = $this->normalizeTime($time);
|
||||
if ($date === '') {
|
||||
return '';
|
||||
}
|
||||
|
||||
if ($time === '') {
|
||||
if (preg_match('/^\d{4}-\d{2}-\d{2}$/', $date) === 1) {
|
||||
return $date . 'T00:00:00';
|
||||
}
|
||||
|
||||
return '';
|
||||
}
|
||||
|
||||
$ts = strtotime($date . ' ' . $time);
|
||||
if (!is_int($ts)) {
|
||||
return '';
|
||||
}
|
||||
|
||||
return date('Y-m-d\TH:i:s', $ts);
|
||||
}
|
||||
|
||||
private function convertEuropeanDateTimeToIso(string $date, string $time): string
|
||||
{
|
||||
if (preg_match('/^(\d{2})\.(\d{2})\.(\d{4})$/', trim($date), $m) !== 1) {
|
||||
return '';
|
||||
}
|
||||
|
||||
return $this->combineDateTimeToIso($m[3] . '-' . $m[2] . '-' . $m[1], $time);
|
||||
}
|
||||
|
||||
/**
|
||||
* @return array{0: string, 1: string}
|
||||
*/
|
||||
private function splitTimestamp(string $timestamp): array
|
||||
{
|
||||
$timestamp = trim($timestamp);
|
||||
if ($timestamp === '') {
|
||||
return ['', ''];
|
||||
}
|
||||
|
||||
$ts = strtotime($timestamp);
|
||||
if (!is_int($ts)) {
|
||||
return ['', ''];
|
||||
}
|
||||
|
||||
return [date('Y-m-d', $ts), date('H:i:s', $ts)];
|
||||
}
|
||||
|
||||
private function normalizeTime(string $time): string
|
||||
{
|
||||
$time = trim($time);
|
||||
if ($time === '') {
|
||||
return '';
|
||||
}
|
||||
|
||||
if (preg_match('/^(\d{2}:\d{2})(:\d{2})?/', $time, $m) === 1) {
|
||||
return isset($m[2]) && $m[2] !== '' ? ($m[1] . $m[2]) : ($m[1] . ':00');
|
||||
}
|
||||
|
||||
return $time;
|
||||
}
|
||||
|
||||
/**
|
||||
* @param array<int, array<string, string>> $odataEntries
|
||||
* @param array<int, array<string, string>> $soapEntries
|
||||
* @return array<string, string>
|
||||
*/
|
||||
private function resolveContactActorNames(string $ticketNo, array $odataEntries, array $soapEntries): array
|
||||
{
|
||||
$contactActorIds = $this->extractContactActorIds([...$odataEntries, ...$soapEntries]);
|
||||
if ($contactActorIds === []) {
|
||||
return [];
|
||||
}
|
||||
|
||||
$ticket = null;
|
||||
try {
|
||||
$ticket = $this->bcODataGateway->getTicket($ticketNo);
|
||||
} catch (\Throwable) {
|
||||
$ticket = null;
|
||||
}
|
||||
|
||||
$currentContactName = trim((string) (($ticket['Current_Contact_Name'] ?? '')));
|
||||
$customerName = trim((string) (($ticket['Company_Contact_Name'] ?? '')));
|
||||
|
||||
$nameMap = [];
|
||||
if ($customerName !== '') {
|
||||
try {
|
||||
$contacts = $this->bcODataGateway->getContactsForCustomer('', $customerName);
|
||||
foreach ($contacts as $contact) {
|
||||
$contactNo = strtoupper(trim((string) ($contact['No'] ?? '')));
|
||||
$contactName = trim((string) ($contact['Name'] ?? ''));
|
||||
if ($contactNo !== '' && $contactName !== '') {
|
||||
$nameMap[$contactNo] = $contactName;
|
||||
}
|
||||
}
|
||||
} catch (\Throwable) {
|
||||
$nameMap = [];
|
||||
}
|
||||
}
|
||||
|
||||
$resolved = [];
|
||||
foreach ($contactActorIds as $contactActorId) {
|
||||
if (isset($nameMap[$contactActorId])) {
|
||||
$resolved[$contactActorId] = $nameMap[$contactActorId];
|
||||
}
|
||||
}
|
||||
|
||||
if ($currentContactName !== '') {
|
||||
$remaining = array_values(array_filter(
|
||||
$contactActorIds,
|
||||
static fn (string $contactActorId): bool => !isset($resolved[$contactActorId])
|
||||
));
|
||||
if (count($remaining) === 1) {
|
||||
$resolved[$remaining[0]] = $currentContactName;
|
||||
}
|
||||
}
|
||||
|
||||
return $resolved;
|
||||
}
|
||||
|
||||
/**
|
||||
* @param array<int, array<string, string>> $entries
|
||||
* @return array<int, array<string, string>>
|
||||
*/
|
||||
private function applyActorNameMap(array $entries, array $actorNameMap): array
|
||||
{
|
||||
if ($entries === [] || $actorNameMap === []) {
|
||||
return $entries;
|
||||
}
|
||||
|
||||
foreach ($entries as $index => $entry) {
|
||||
$actor = strtoupper(trim((string) ($entry['actor'] ?? '')));
|
||||
if ($actor !== '' && isset($actorNameMap[$actor])) {
|
||||
$entries[$index]['actor'] = $actorNameMap[$actor];
|
||||
}
|
||||
}
|
||||
|
||||
return $entries;
|
||||
}
|
||||
|
||||
/**
|
||||
* @param array<int, array<string, string>> $entries
|
||||
* @return array<int, string>
|
||||
*/
|
||||
private function extractContactActorIds(array $entries): array
|
||||
{
|
||||
$ids = [];
|
||||
foreach ($entries as $entry) {
|
||||
$actor = strtoupper(trim((string) ($entry['actor'] ?? '')));
|
||||
if ($this->isContactActorId($actor)) {
|
||||
$ids[$actor] = true;
|
||||
}
|
||||
}
|
||||
|
||||
return array_keys($ids);
|
||||
}
|
||||
|
||||
private function isContactActorId(string $value): bool
|
||||
{
|
||||
return $value !== '' && preg_match('/^KT\d+$/', $value) === 1;
|
||||
}
|
||||
|
||||
private function normalizeActorRole(string $createdByType, string $actor): string
|
||||
{
|
||||
$type = mb_strtolower(trim($createdByType));
|
||||
if ($type !== '') {
|
||||
if (
|
||||
str_contains($type, 'kontakt')
|
||||
|| str_contains($type, 'contact')
|
||||
|| str_contains($type, 'customer')
|
||||
|| str_contains($type, 'debitor')
|
||||
|| str_contains($type, 'client')
|
||||
|| str_contains($type, 'external')
|
||||
) {
|
||||
return 'customer';
|
||||
}
|
||||
if (
|
||||
str_contains($type, 'user')
|
||||
|| str_contains($type, 'benutzer')
|
||||
|| str_contains($type, 'support')
|
||||
|| str_contains($type, 'agent')
|
||||
|| str_contains($type, 'internal')
|
||||
) {
|
||||
return 'support';
|
||||
}
|
||||
}
|
||||
|
||||
$actorCode = strtoupper(trim($actor));
|
||||
if ($this->isContactActorId($actorCode)) {
|
||||
return 'customer';
|
||||
}
|
||||
|
||||
return 'support';
|
||||
}
|
||||
}
|
||||
Reference in New Issue
Block a user