/**
* Find an available agent to assign a ticket to.
*
* This is a super basic attribution system. It just finds the agent
* with the less tickets currently open.
*
* @since 3.0.0
*
* @param boolean|integer $ticket_id The ticket that needs an agent
*
* @return integer ID of the best agent for the job
*/
function wpas_find_agent($ticket_id = false)
{
if (defined('WPAS_DISABLE_AUTO_ASSIGN') && true === WPAS_DISABLE_AUTO_ASSIGN) {
return apply_filters('wpas_find_available_agent', wpas_get_option('assignee_default'), $ticket_id);
}
$users = shuffle_assoc(wpas_get_users(apply_filters('wpas_find_agent_get_users_args', array('cap' => 'edit_ticket'))));
$agent = array();
foreach ($users->members as $user) {
$wpas_agent = new WPAS_Member_Agent($user);
/**
* Make sure the user really is an agent and that he can currently be assigned
*/
if (true !== $wpas_agent->is_agent() || false === $wpas_agent->can_be_assigned()) {
continue;
}
$count = $wpas_agent->open_tickets();
// Total number of open tickets for this agent
if (empty($agent)) {
$agent = array('tickets' => $count, 'user_id' => $user->ID);
} else {
if ($count < $agent['tickets']) {
$agent = array('tickets' => $count, 'user_id' => $user->ID);
}
}
}
if (is_array($agent) && isset($agent['user_id'])) {
$agent_id = $agent['user_id'];
} else {
$default_id = wpas_get_option('assignee_default', 1);
if (empty($default_id)) {
$default_id = 1;
}
$agent_id = $default_id;
}
return apply_filters('wpas_find_available_agent', (int) $agent_id, $ticket_id);
}
/**
* Add auto-assignment user column content
*
* @since 3.2
*
* @param mixed $value Column value
* @param string $column_name Column name
* @param int $user_id Current user ID
*
* @return string
*/
public function auto_assignment_user_column_content($value, $column_name, $user_id)
{
if ('wpas_auto_assignment' !== $column_name) {
return $value;
}
$agent = new WPAS_Member_Agent($user_id);
if (true !== $agent->is_agent()) {
return 'N/A';
}
if (false === $agent->can_be_assigned()) {
return '✕';
}
return '✓';
}
