/**
* @param $consoleCommand SyncCommandBase
* @param $grooveTicket array
* @return array
* @throws ValidationException
* @internal param array $helpscoutUsers
*/
private static function retrieveThreadsForGrooveTicket($consoleCommand, $grooveTicket)
{
$pageNumber = 1;
$helpscoutThreads = array();
$grooveTicketNumber = $grooveTicket['number'];
do {
/* @var $grooveMessages array */
$grooveMessages = $consoleCommand->makeRateLimitedRequest(GROOVE, function () use($consoleCommand, $pageNumber, $grooveTicket) {
return $consoleCommand->getGrooveClient()->messages()->list(['page' => $pageNumber, 'per_page' => 50, 'ticket_number' => $grooveTicket['number']]);
});
foreach ($grooveMessages['messages'] as $grooveMessage) {
$authorEmailAddress = null;
try {
list($authorEmailAddress, $addressType) = self::extractEmailAddressFromGrooveLink($grooveMessage['links']['author']['href'], 'author');
// only agents/users can create private notes in HelpScout
// this addresses the Groove issue where agents could forward tickets to customers and customers could leave notes
$isPrivateNote = $grooveMessage['note'];
if ($customerEmails = explode(',', $consoleCommand->option('customerEmails'))) {
foreach ($customerEmails as $customerEmail) {
if (strcasecmp($customerEmail, $authorEmailAddress) === 0) {
$isPrivateNote = false;
break;
}
}
}
/* @var $thread AbstractThread */
$thread = null;
if ($isPrivateNote) {
$thread = new Note();
$thread->setType('note');
} else {
$thread = new Customer();
$thread->setType('customer');
}
$thread->setBody($grooveMessage['body']);
$datetime = new DateTime($grooveMessage['created_at']);
$thread->setCreatedAt($datetime->format('c'));
// There is no particular status for a single message in Groove
// Assume the status is the same as the ticket's
$status = APIHelper::getHelpScoutStatusForGrooveState($grooveTicket['state']);
if ($status) {
$thread->setStatus($status);
} else {
$consoleCommand->error("Unknown state provided for Groove ticket #{$grooveTicketNumber}: " . $grooveTicket['state']);
}
// CreatedBy is a PersonRef - type must be 'user' for messages or notes
// Type must be 'customer' for customer threads
// Chat or phone types can be either 'user' or 'customer'
// 'user' types require an ID field
// 'customer' types require either an ID or email
$id = null;
$personRef = new PersonRef();
if (strcasecmp($addressType, 'customer') === 0 && !$isPrivateNote) {
/* @var $response Collection */
$helpscoutCustomer = $consoleCommand->makeRateLimitedRequest(HELPSCOUT, function () use($consoleCommand, $authorEmailAddress) {
return $consoleCommand->getHelpScoutClient()->searchCustomersByEmail($authorEmailAddress);
});
if ($helpscoutCustomer->getCount() > 0) {
/* @var $firstItem \HelpScout\model\Customer */
$firstItem = $helpscoutCustomer->getItems()[0];
$id = $firstItem->getId();
} else {
// the customer could be blank - we need to fetch extra details from Groove
// perhaps the sync-customers was not run?
$consoleCommand->warn('Warning: Could not find HelpScout customer for ' . $authorEmailAddress . " (Groove ticket #{$grooveTicketNumber}). Was sync-customers command run?");
try {
$grooveCustomer = $consoleCommand->makeRateLimitedRequest(GROOVE, function () use($consoleCommand, $grooveMessage) {
// we need to make a raw curl request because the current version of the
// Groove/Guzzle API client does not support disabling urlencoding in URL parameters
// this is apparently a Groove API requirement
$url = $grooveMessage['links']['author']['href'] . '?access_token=' . config('services.groove.key');
$jsonData = json_decode(file_get_contents($url), true);
return $jsonData['customer'];
});
list($firstName, $lastName) = APIHelper::extractFirstAndLastNameFromFullName($grooveCustomer['name'], $consoleCommand);
$personRef->setFirstName($firstName);
$personRef->setLastName($lastName);
} catch (Exception $e) {
$errorMessage = "Groove customer could not be retrieved for ticket #{$grooveTicketNumber} \"" . $grooveTicket['summary'] . "\"";
$consoleCommand->error($errorMessage . ": " . $e->getMessage());
}
}
} else {
// person is an agent/user
$matchingUser = APIHelper::findMatchingUserWithEmail($authorEmailAddress);
if (!$matchingUser) {
throw new ValidationException("No corresponding user found for: {$authorEmailAddress} (Groove ticket #{$grooveTicketNumber})");
}
// set ID only on notes
if ($isPrivateNote) {
$id = $matchingUser->getId();
}
$personRef->setFirstName($matchingUser->getFirstName());
$personRef->setLastName($matchingUser->getLastName());
}
$personRef->setType($isPrivateNote ? 'user' : 'customer');
$personRef->setEmail($authorEmailAddress);
$personRef->setId($id);
$thread->setCreatedBy($personRef);
// To field
if (isset($grooveMessage['links']['recipient'])) {
list($recipientEmailAddress, $addressType) = self::extractEmailAddressFromGrooveLink($grooveMessage['links']['recipient']['href'], 'recipient');
if ($recipientEmailAddress) {
$thread->setToList(array($recipientEmailAddress));
}
}
list($attachments, $failedAttachmentNotes) = self::retrieveAttachmentsForGrooveMessage($consoleCommand, $grooveMessage, $status, $grooveTicket);
$thread->setAttachments($attachments);
$helpscoutThreads[] = $thread;
if (count($failedAttachmentNotes) > 0) {
$helpscoutThreads = array_merge($helpscoutThreads, $failedAttachmentNotes);
}
} catch (ApiException $e) {
$consoleCommand->error("Failed to create HelpScout thread for Groove message (" . $grooveMessage['href'] . " created by {$authorEmailAddress} at " . $grooveMessage['created_at'] . ", ticket #{$grooveTicketNumber}). Message was: \n" . APIHelper::formatApiExceptionArray($e));
}
}
$pageNumber++;
} while ($pageNumber < $grooveMessages['meta']['pagination']['total_pages']);
return $helpscoutThreads;
}
