Wian Drs
361 lines
11 KiB
PHP
361 lines
11 KiB
PHP
<?php
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namespace App\Services\Ticket;
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use App\Models\Ticket;
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use App\Models\TicketLog;
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use App\Models\TicketApproval;
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use App\Models\TicketAssignment;
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use App\Services\Ticket\TicketWorkflowValidator;
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use Illuminate\Support\Facades\DB;
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use Illuminate\Validation\ValidationException;
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class TicketWorkflowService
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{
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/**
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* Workflow History
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*/
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public function history(Ticket $ticket)
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{
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return TicketLog::where('ticket_id', $ticket->id)
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->orderByDesc('id')
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->get();
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}
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/**
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* =========================
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* VALIDATION RULE ENGINE
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* =========================
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*/
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private function type(Ticket $ticket)
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{
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return $ticket->ticketType;
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}
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private function ensureRequiredAssets(Ticket $ticket, array $payload = [])
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{
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$type = $this->type($ticket);
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// PHOTO VALIDATION
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if ($type?->require_photo) {
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$photoCount = $payload['photo_count'] ?? ($ticket->customer?->images()->count() ?? 0);
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if ($photoCount <= 0) {
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throw ValidationException::withMessages([
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'photo' => 'Foto wajib diupload untuk ticket ini'
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]);
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}
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}
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// MATERIAL VALIDATION
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if ($type?->require_material) {
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$materialCount = $payload['material_count'] ?? \App\Models\TicketMaterial::where('ticket_id', $ticket->id)->count();
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if ($materialCount <= 0) {
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throw ValidationException::withMessages([
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'material' => 'Material wajib diinput untuk ticket ini'
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]);
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}
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}
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}
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private function ensureCustomer(Ticket $ticket)
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{
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$type = $this->type($ticket);
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if ($type?->need_customer && empty($ticket->customer_id)) {
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throw ValidationException::withMessages([
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'customer_id' => 'Customer wajib ada untuk ticket ini'
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]);
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}
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}
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/**
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* =========================
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* ASSIGN / REASSIGN
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* =========================
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*/
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public function assign(
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Ticket $ticket,
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array $technicians,
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int $leaderId,
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int $userId
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): Ticket {
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TicketWorkflowValidator::allow($ticket, ['approved']);
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$validCount=\App\Models\UserTenant::where('tenant_id',$ticket->tenant_id)->whereIn('user_id',$technicians)->distinct('user_id')->count('user_id');
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if($validCount!==count(array_unique($technicians)))throw ValidationException::withMessages(['technicians'=>'Semua teknisi harus terdaftar pada tenant ticket.']);
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DB::transaction(function () use (
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$ticket,
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$technicians,
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$leaderId,
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$userId
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) {
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foreach ($technicians as $technicianId) {
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TicketAssignment::create([
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'ticket_id' => $ticket->id,
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'user_id' => $technicianId,
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'is_leader' => ($technicianId == $leaderId),
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'assigned_by' => $userId,
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'assigned_at' => now(),
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'status' => 'assigned'
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]);
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}
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$ticket->update([
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'status' => 'assigned',
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'assigned_at' => now()
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]);
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$this->log($ticket->id, $userId, 'Assign', 'Teknisi ditugaskan');
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});
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return $ticket->fresh();
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}
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public function reassign(
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Ticket $ticket,
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array $technicians,
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int $leaderId,
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int $userId
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): Ticket {
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DB::transaction(function () use (
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$ticket,
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$technicians,
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$leaderId,
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$userId
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) {
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TicketAssignment::where('ticket_id', $ticket->id)->delete();
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foreach ($technicians as $technicianId) {
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TicketAssignment::create([
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'ticket_id' => $ticket->id,
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'user_id' => $technicianId,
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'is_leader' => ($technicianId == $leaderId),
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'assigned_by' => $userId,
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'assigned_at' => now(),
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'status' => 'assigned'
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]);
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}
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$this->log($ticket->id, $userId, 'Reassign', 'Penugasan diperbarui');
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});
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return $ticket->fresh();
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}
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/**
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* =========================
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* APPROVAL FLOW
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* =========================
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*/
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public function approve(
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Ticket $ticket,
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?string $notes,
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int $userId
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): Ticket {
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TicketWorkflowValidator::allow($ticket, ['open']);
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DB::transaction(function () use ($ticket, $notes, $userId) {
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TicketApproval::create([
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'ticket_id' => $ticket->id,
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'approver_id' => $userId,
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'status' => 'approved',
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'notes' => $notes,
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'approved_at' => now(),
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'created_at' => now()
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]);
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$ticket->update([
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'status' => 'approved',
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'approved_by' => $userId,
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'approved_at' => now()
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]);
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$this->log($ticket->id, $userId, 'Approved', $notes);
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});
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return $ticket->fresh();
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}
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public function reject(Ticket $ticket, string $reason, int $userId): Ticket
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{
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DB::transaction(function () use ($ticket, $reason, $userId) {
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TicketApproval::create([
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'ticket_id' => $ticket->id,
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'approver_id' => $userId,
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'status' => 'rejected',
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'notes' => $reason,
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'created_at' => now()
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]);
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$ticket->update([
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'status' => 'rejected',
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'rejected_by' => $userId,
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'rejected_at' => now(),
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'rejection_reason' => $reason
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]);
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$this->log($ticket->id, $userId, 'Rejected', $reason);
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});
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return $ticket->fresh();
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}
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/**
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* =========================
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* WORKFLOW START
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* =========================
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*/
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public function start(Ticket $ticket, array $location, int $userId): Ticket
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{
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TicketWorkflowValidator::allow($ticket, ['assigned']);
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$this->ensureAssignedActor($ticket,$userId);
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DB::transaction(function () use ($ticket, $location, $userId) {
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$this->attachFiles($ticket,$location['stored_file_ids'],'start',$userId,$location['notes']??null);
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$ticket->update([
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'status' => 'progress'
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]);
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$this->log(
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$ticket->id,
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$userId,
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'Start Work',
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'Pekerjaan dimulai'
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);
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});
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return $ticket->fresh();
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}
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public function pending(Ticket $ticket, string $reason, int $userId, array $fileIds=[]): Ticket
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{
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TicketWorkflowValidator::allow($ticket, ['progress']);$this->ensureAssignedActor($ticket,$userId);
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DB::transaction(function()use($ticket,$reason,$userId,$fileIds){$this->attachFiles($ticket,$fileIds,'pending',$userId,$reason);$ticket->update(['status'=>'pending']);$this->log($ticket->id,$userId,'Pending',$reason);});
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return $ticket->fresh();
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}
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public function resume(Ticket $ticket, int $userId): Ticket
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{
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TicketWorkflowValidator::allow($ticket, ['pending']);$this->ensureAssignedActor($ticket,$userId);
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$ticket->update(['status' => 'progress']);
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$this->log($ticket->id, $userId, 'Resume', 'Dilanjutkan');
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return $ticket->fresh();
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}
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/**
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* =========================
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* RESOLVE (VALIDATION POINT)
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* =========================
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*/
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public function resolve(
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Ticket $ticket,
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string $notes,
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int $userId,
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array $payload = []
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): Ticket {
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TicketWorkflowValidator::allow($ticket, ['progress']);
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$this->ensureAssignedActor($ticket,$userId);
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if ($ticket->source === 'new_installation' && $ticket->installation_step !== 'completed') throw ValidationException::withMessages(['installation_step'=>'Seluruh proses pemasangan dan aktivasi harus diselesaikan terlebih dahulu.']);
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// 🔥 VALIDASI MATERIAL + PHOTO + CUSTOMER
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$this->ensureRequiredAssets($ticket, $payload);
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$this->ensureCustomer($ticket);
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DB::transaction(function () use ($ticket, $notes, $userId, $payload) {
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$this->attachFiles($ticket,$payload['stored_file_ids']??[],'resolve',$userId,$notes);
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$ticket->update([
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'status' => 'resolved',
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'resolved_at' => now()
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]);
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$this->log($ticket->id, $userId, 'Resolved', $notes);
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});
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return $ticket->fresh();
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}
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public function close(Ticket $ticket, ?string $notes, int $userId): Ticket
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{
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TicketWorkflowValidator::allow($ticket, ['resolved']);
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if (! $ticket->verified_at) throw ValidationException::withMessages(['verification'=>'Ticket harus diverifikasi sebelum ditutup.']);
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$ticket->update([
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'status' => 'closed',
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'closed_at' => now()
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]);
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$this->log($ticket->id, $userId, 'Closed', $notes);
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return $ticket->fresh();
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}
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public function cancel(Ticket $ticket, string $reason, int $userId): Ticket
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{
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$ticket->update(['status' => 'cancelled']);
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$this->log($ticket->id, $userId, 'Cancelled', $reason);
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return $ticket->fresh();
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}
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public function escalate(Ticket $ticket, string $reason, int $userId): Ticket
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{
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$this->log($ticket->id, $userId, 'Escalated', $reason);
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return $ticket->fresh();
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}
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/**
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* =========================
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* LOG SYSTEM
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* =========================
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*/
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private function log(
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int $ticketId,
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int $userId,
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string $activity,
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?string $notes = null
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): void {
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TicketLog::create([
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'ticket_id' => $ticketId,
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'user_id' => $userId,
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'activity' => $activity,
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'notes' => $notes,
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'created_at'=> now()
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]);
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}
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private function ensureAssignedActor(Ticket $ticket,int $userId):void
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{
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$user=\App\Models\User::findOrFail($userId);
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if($user->isMasterAdmin()||$user->isTenantOwner($ticket->tenant_id))return;
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abort_unless(TicketAssignment::where('ticket_id',$ticket->id)->where('user_id',$userId)->whereIn('status',['assigned','accepted'])->exists(),403,'Pekerjaan hanya dapat diproses teknisi yang ditugaskan.');
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}
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private function attachFiles(Ticket $ticket,array $ids,string $stage,int $userId,?string $notes=null):void
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{
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foreach(array_unique($ids) as $id){$file=\App\Models\StoredFile::findOrFail($id);abort_unless((int)$file->tenant_id===(int)$ticket->tenant_id,422,'File bukan milik tenant ticket.');\App\Models\TicketAttachment::firstOrCreate(['ticket_id'=>$ticket->id,'stored_file_id'=>$id,'stage'=>$stage],['uploaded_by'=>$userId,'notes'=>$notes]);}
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}
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}
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