vendor/uvdesk/core-framework/Controller/TicketXHR.php line 529

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  1. <?php
  3. namespace Webkul\UVDesk\CoreFrameworkBundle\Controller;
  5. use Symfony\Component\HttpFoundation\Request;
  6. use Symfony\Component\HttpFoundation\Response;
  7. use Symfony\Component\HttpFoundation\JsonResponse;
  8. use Webkul\UVDesk\CoreFrameworkBundle\Entity as CoreFrameworkBundleEntities;
  9. use Webkul\UVDesk\CoreFrameworkBundle\Entity\SupportLabel;
  10. use Symfony\Component\EventDispatcher\GenericEvent;
  11. use Symfony\Bundle\FrameworkBundle\Controller\Controller;
  12. use Webkul\UVDesk\CoreFrameworkBundle\Workflow\Events as CoreWorkflowEvents;
  13. use Webkul\UVDesk\CoreFrameworkBundle\Form as CoreFrameworkBundleForms;
  14. use Symfony\Component\Routing\Generator\UrlGeneratorInterface;
  15. use Webkul\UVDesk\CoreFrameworkBundle\DataProxies as CoreFrameworkBundleDataProxies;
  17. class TicketXHR extends Controller
  18. {
  19.     public function loadTicketXHR($ticketId)
  20.     {
  21.         $entityManager = $this->getDoctrine()->getManager();
  22.         $request = $this->container->get('request_stack')->getCurrentRequest();
  23.     }
  25.     public function bookmarkTicketXHR()
  26.     {
  27.         $entityManager = $this->getDoctrine()->getManager();
  28.         $request = $this->container->get('request_stack')->getCurrentRequest();
  30.         $requestContent = json_decode($request->getContent(), true);
  31.         $ticket = $entityManager->getRepository('UVDeskCoreFrameworkBundle:Ticket')->findOneById($requestContent['id']);
  33.         if (!empty($ticket)) {
  34.             $ticket->setIsStarred(!$ticket->getIsStarred());
  36.             $entityManager->persist($ticket);
  37.             $entityManager->flush();
  39.             return new Response(json_encode(['alertClass' => 'success']), 200, ['Content-Type' => 'application/json']);
  40.         }
  42.         return new Response(json_encode([]), 404, ['Content-Type' => 'application/json']);
  43.     }
  49.     public function ticketLabelXHR(Request $request)
  50.     {
  51.         $method = $request->getMethod();
  52.         $content = $request->getContent();
  53.         $em = $this->getDoctrine()->getManager();
  55.         if($method == "POST") {
  56.             $data = json_decode($content, true);
  57.             if($data['name'] != "") {
  58.                 $label = new SupportLabel();
  59.                 $label->setName($data['name']);
  60.                 if(isset($data['colorCode']))
  61.                     $label->setColorCode($data['colorCode']);
  62.                 $label->setUser($this->get('user.service')->getCurrentUser());
  63.                 $em->persist($label);
  64.                 $em->flush();
  66.                 $json['alertClass'] = 'success';
  67.                 $json['alertMessage'] = $this->get('translator')->trans('Success ! Label created successfully.');
  68.                 $json['label'] = json_encode([
  69.                     'id' => $label->getId(),
  70.                     'name' => $label->getName(),
  71.                     'colorCode' => $label->getColorCode(),
  72.                     'labelUser' => $label->getUser()->getId(),
  73.                 ]);
  74.             } else {
  75.                 $json['alertClass'] = 'danger';
  76.                 $json['alertMessage'] = $this->get('translator')->trans('Error ! Label name can not be blank.');
  77.             }
  78.         } elseif($method == "PUT") {
  79.             $data = json_decode($content, true);
  80.             $label = $em->getRepository('UVDeskCoreFrameworkBundle:SupportLabel')->findOneBy(array('id' => $request->attributes->get('ticketLabelId')));
  81.             if($label) {
  82.                 $label->setName($data['name']);
  83.                 if(!empty($data['colorCode'])) {
  84.                     $label->setColorCode($data['colorCode']);
  85.                 }
  86.                 $em->persist($label);
  87.                 $em->flush();
  89.                 $json['label'] = json_encode([
  90.                     'id' => $label->getId(),
  91.                     'name' => $label->getName(),
  92.                     'colorCode' => $label->getColorCode(),
  93.                     'labelUser' => $label->getUser()->getId(),
  94.                 ]);
  95.                 $json['alertClass'] = 'success';
  96.                 $json['alertMessage'] = $this->get('translator')->trans('Success ! Label updated successfully.');
  97.             } else {
  98.                 $json['alertClass'] = 'danger';
  99.                 $json['alertMessage'] = $this->get('translator')->trans('Error ! Invalid label id.');
  100.             }
  101.         } elseif($method == "DELETE") {
  102.             $label = $em->getRepository('UVDeskCoreFrameworkBundle:SupportLabel')->findOneBy(array('id' => $request->attributes->get('ticketLabelId')));
  103.             if($label) {
  104.                 $em->remove($label);
  105.                 $em->flush();
  106.                 $json['alertClass'] = 'success';
  107.                 $json['alertMessage'] = $this->get('translator')->trans('Success ! Label removed successfully.');
  108.             } else {
  109.                 $json['alertClass'] = 'danger';
  110.                 $json['alertMessage'] = $this->get('translator')->trans('Error ! Invalid label id.');
  111.             }
  112.         }
  114.         return new Response(json_encode($json), 200, ['Content-Type' => 'application/json']);
  115.     }
  117.     public function updateTicketDetails(Request $request)
  118.     {
  119.         $ticketId = $request->attributes->get('ticketId');
  120.         $entityManager = $this->getDoctrine()->getManager();
  121.         $ticket = $entityManager->getRepository('UVDeskCoreFrameworkBundle:Ticket')->find($ticketId);
  123.         if (!$ticket)
  124.             $this->noResultFound();
  126.         $error = false;
  127.         $message = '';
  128.         if ($request->request->get('subject') == '') {
  129.             $error = true;
  130.             $message = $this->get('translator')->trans('Error! Subject field is mandatory');
  131.         } elseif ($request->request->get('reply') == '') {
  132.             $error = true;
  133.             $message = $this->get('translator')->trans('Error! Reply field is mandatory');
  134.         }
  136.         if (!$error) {
  137.             $ticket->setSubject($request->request->get('subject'));
  138.             $createThread = $this->get('ticket.service')->getCreateReply($ticket->getId(), false);
  139.             $createThread = $entityManager->getRepository('UVDeskCoreFrameworkBundle:Thread')->find($createThread['id']);
  140.             $createThread->setMessage($request->request->get('reply'));
  142.             $entityManager->persist($createThread);
  143.             $entityManager->persist($ticket);
  144.             $entityManager->flush();
  146.             $this->addFlash('success', $this->get('translator')->trans('Success ! Ticket has been updated successfully.'));
  147.         } else {
  148.             $this->addFlash('warning', $message);
  149.         }
  151.         return $this->redirect($this->generateUrl('helpdesk_member_ticket', ['ticketId'=> $ticketId] ));
  152.     }
  154.     public function updateTicketAttributes($ticketId)
  155.     {
  156.         // @TODO: Ticket Voter
  157.         // $this->denyAccessUnlessGranted('VIEW', $ticket);
  158.         $entityManager = $this->getDoctrine()->getManager();
  159.         $request = $this->container->get('request_stack')->getCurrentRequest();
  160.         $requestContent = $request->request->all() ?: json_decode($request->getContent(), true);
  161.         $ticketId =  $ticketId != 0 ? $ticketId : $requestContent['ticketId'];
  162.         $ticket = $entityManager->getRepository('UVDeskCoreFrameworkBundle:Ticket')->findOneById($ticketId);
  164.         // Validate request integrity
  165.         if (empty($ticket)) {
  166.             $responseContent = [
  167.                 'alertClass' => 'danger',
  168.                 'alertMessage' => $this->get('translator')->trans('Unable to retrieve details for ticket #%ticketId%.', [
  169.                     '%ticketId%' => $ticketId,
  170.                 ]),
  171.             ];
  173.             return new Response(json_encode($responseContent), 200, ['Content-Type' => 'application/json']);
  174.         } else if (!isset($requestContent['attribute'])) {
  175.             $responseContent = [
  176.                 'alertClass' => 'danger',
  177.                 'alertMessage' => $this->get('translator')->trans('Insufficient details provided.'),
  178.             ];
  179.             return new Response(json_encode($responseContent), 400, ['Content-Type' => 'application/json']);
  180.         }
  182.         // Update attribute
  183.         switch ($requestContent['attribute']) {
  184.             case 'agent':
  186.         if($requestContent['value'] == '0'){
  187.                     $ticket->setAgent(null);
  189.                     $entityManager->persist($ticket);
  190.                     $entityManager->flush();
  192.                     // Trigger Agent Assign event
  193.                     $event = new GenericEvent(CoreWorkflowEvents\Ticket\Agent::getId(), [
  194.                         'entity' => $ticket,
  195.                     ]);
  197.                     $this->get('event_dispatcher')->dispatch('uvdesk.automation.workflow.execute', $event);
  199.                     return new Response(json_encode([
  200.                         'alertClass' => 'success',
  201.                         'alertMessage' => $this->get('translator')->trans('Ticket successfully unassigned', [
  202.                             '%agent%' => $agentDetails['name'],
  203.                         ]),
  204.                     ]), 200, ['Content-Type' => 'application/json']);
  205.                 }
  207.                 $agent = $entityManager->getRepository('UVDeskCoreFrameworkBundle:User')->findOneById($requestContent['value']);
  209.                 if (empty($agent)) {
  210.                     // User does not exist
  211.                     return new Response(json_encode([
  212.                         'alertClass' => 'danger',
  213.                         'alertMessage' => $this->get('translator')->trans('Unable to retrieve agent details'),
  214.                     ]), 404, ['Content-Type' => 'application/json']);
  215.                 } else {
  216.                     // Check if an agent instance exists for the user
  217.                     $agentInstance = $agent->getAgentInstance();
  219.                     if (empty($agentInstance)) {
  220.                         // Agent does not exist
  221.                         return new Response(json_encode([
  222.                             'alertClass' => 'danger',
  223.                             'alertMessage' => $this->get('translator')->trans('Unable to retrieve agent details'),
  224.                         ]), 404, ['Content-Type' => 'application/json']);
  225.                     }
  226.                 }
  228.                 $agentDetails = $agentInstance->getPartialDetails();
  230.                 // Check if ticket is already assigned to the agent
  231.                 if ($ticket->getAgent() && $agent->getId() === $ticket->getAgent()->getId()) {
  232.                     return new Response(json_encode([
  233.                         'alertClass' => 'success',
  234.                         'alertMessage' => $this->get('translator')->trans('Ticket already assigned to %agent%', [
  235.                             '%agent%' => $agentDetails['name'],
  236.                         ]),
  237.                     ]), 200, ['Content-Type' => 'application/json']);
  238.                 } else {
  239.                     $ticket->setAgent($agent);
  241.                     $entityManager->persist($ticket);
  242.                     $entityManager->flush();
  244.                     // Trigger Agent Assign event
  245.                     $event = new GenericEvent(CoreWorkflowEvents\Ticket\Agent::getId(), [
  246.                         'entity' => $ticket,
  247.                     ]);
  249.                     $this->get('event_dispatcher')->dispatch('uvdesk.automation.workflow.execute', $event);
  251.                     return new Response(json_encode([
  252.                         'alertClass' => 'success',
  253.                         'alertMessage' => $this->get('translator')->trans('Ticket successfully assigned to %agent%', [
  254.                             '%agent%' => $agentDetails['name'],
  255.                         ]),
  256.                     ]), 200, ['Content-Type' => 'application/json']);
  257.                 }
  258.                 break;
  259.             case 'status':
  260.                 $ticketStatus = $entityManager->getRepository('UVDeskCoreFrameworkBundle:TicketStatus')->findOneById((int) $requestContent['value']);
  262.                 if (empty($ticketStatus)) {
  263.                     // Selected ticket status does not exist
  264.                     return new Response(json_encode([
  265.                         'alertClass' => 'danger',
  266.                         'alertMessage' => $this->get('translator')->trans('Unable to retrieve status details'),
  267.                     ]), 404, ['Content-Type' => 'application/json']);
  268.                 }
  270.                 if ($ticketStatus->getId() === $ticket->getStatus()->getId()) {
  271.                     return new Response(json_encode([
  272.                         'alertClass' => 'success',
  273.                         'alertMessage' => $this->get('translator')->trans('Ticket status already set to %status%', [
  274.                             '%status%' => $ticketStatus->getDescription()
  275.                         ]),
  276.                     ]), 200, ['Content-Type' => 'application/json']);
  277.                 } else {
  278.                     $ticket->setStatus($ticketStatus);
  280.                     $entityManager->persist($ticket);
  281.                     $entityManager->flush();
  283.                     // Trigger ticket status event
  284.                     $event = new GenericEvent(CoreWorkflowEvents\Ticket\Status::getId(), [
  285.                         'entity' => $ticket,
  286.                     ]);
  288.                     $this->get('event_dispatcher')->dispatch('uvdesk.automation.workflow.execute', $event);
  289.                     
  290.                     if($ticketStatus->getDescription() == 'Closed' || $ticketStatus->getDescription() == 'Closed by autoclose'){
  291.                             $datosEncuesta = file_get_contents($_ENV['EXTERNAL_PATH']."UserController.php?case=5&nroTicket=".$ticket->getId()."&idUsuario=".$ticket->getCustomer()->getId());
  292.                             $stringUrl = base64_encode(rand(1000,10000)."#0#".$datosEncuesta);
  293.                             $stringUrl = urldecode(str_replace("=", "", $stringUrl));    //elimino los "=" porque el base64 no los necesita
  294.                             $idioma = explode('#', $datosEncuesta)[3];
  295.                             $link_encuesta = "https://www.softguard.com/encuesta-soporte24/".$idioma."/?p=".$stringUrl;
  297.                             $mensaje = 'Hemos finalizado la asistencia solicitada recientemente.
  298.                             Su opinión y comentario nos ayudará a mejorar nuestro servicio de soporte. Por favor, responda este breve cuestionario para que continuemos brindando la mejor atención que usted se merece, no tomará más de 3 minutos.
  299.                             Califique nuestro Centro de Soporte';
  300.                             //$apiKey = "AIzaSyBzVmrEVgd5Bb0r8bbgl3ZznsNuRGnO3RM"; // prod
  301.                             $apiKey = "AIzaSyAenP2qCf3xrpbuLvzqzmsne0lJDewwP0w"; // test
  302.                             $url = 'https://www.googleapis.com/language/translate/v2?key=' . $apiKey . '&q=' . rawurlencode($mensaje) . '&source=es&target='.$idioma;
  303.              
  304.                             $handle = curl_init($url);
  305.                             curl_setopt($handle, CURLOPT_RETURNTRANSFER, true);     //We want the result to be saved into variable, not printed out
  306.                             $response = curl_exec($handle); 
  307.                             $responseDecoded = json_decode($response, true);                  
  308.                            
  309.                             if($idioma == 'es'){
  310.                     
  311.                                 $mensajeFinal = $mensaje;
  312.                             }else{
  313.                     
  314.                                 $mensajeFinal =  $responseDecoded['data']['translations'][0]['translatedText'];
  315.                     
  316.                             }
  317.                         
  318.                             $invitacion_encuesta = 'Hola '.$ticket->getCustomer()->getFirstName().'<br></br><br></br>'.$mensajeFinal;
  320.                             $message_id = $this->get('email.service')->sendMail('Encuesta Softguard', $invitacion_encuesta. ' : <a href="' .$link_encuesta. '">CALIFICAR LA ASISTENCIA</a> <br></br><br></br> SG Support Center ', $ticket->getCustomer()->getEmail(), []);
  322.                             curl_close($handle);            
  323.                     }
  325.                     return new Response(json_encode([
  326.                         'alertClass' => 'success',
  327.                         'alertMessage' => $this->get('translator')->trans('Ticket status update to %status%', [
  328.                             '%status%' => $ticketStatus->getDescription()
  329.                         ]),
  330.                     ]), 200, ['Content-Type' => 'application/json']);
  331.                 }
  332.                 break;
  333.             case 'priority':
  334.                 // $this->isAuthorized('ROLE_AGENT_UPDATE_TICKET_PRIORITY');
  335.                 $ticketPriority = $entityManager->getRepository('UVDeskCoreFrameworkBundle:TicketPriority')->findOneById($requestContent['value']);
  337.                 if (empty($ticketPriority)) {
  338.                     // Selected ticket priority does not exist
  339.                     return new Response(json_encode([
  340.                         'alertClass' => 'danger',
  341.                         'alertMessage' => $this->get('translator')->trans('Unable to retrieve priority details'),
  342.                     ]), 404, ['Content-Type' => 'application/json']);
  343.                 }
  345.                 if ($ticketPriority->getId() === $ticket->getPriority()->getId()) {
  346.                     return new Response(json_encode([
  347.                         'alertClass' => 'success',
  348.                         'alertMessage' => $this->get('translator')->trans('Ticket priority already set to %priority%', [
  349.                             '%priority%' => $ticketPriority->getDescription()
  350.                         ]),
  351.                     ]), 200, ['Content-Type' => 'application/json']);
  352.                 } else {
  354.                     $ticket->setPriority($ticketPriority);
  355.                     $entityManager->persist($ticket);
  356.                     $entityManager->flush();
  358.                     // Trigger ticket Priority event
  359.                     $event = new GenericEvent(CoreWorkflowEvents\Ticket\Priority::getId(), [
  360.                         'entity' => $ticket,
  361.                     ]);
  363.                     $this->get('event_dispatcher')->dispatch('uvdesk.automation.workflow.execute', $event);
  365.                     return new Response(json_encode([
  366.                         'alertClass' => 'success',
  367.                         'alertMessage' => $this->get('translator')->trans('Ticket priority updated to %priority%', [
  368.                             '%priority%' => $ticketPriority->getDescription()
  369.                         ]),
  370.                     ]), 200, ['Content-Type' => 'application/json']);
  371.                 }
  372.                 break;
  373.             case 'group':
  374.                 $supportGroup = $entityManager->getRepository('UVDeskCoreFrameworkBundle:SupportGroup')->findOneById($requestContent['value']);
  376.                 if (empty($supportGroup)) {
  377.                     if ($requestContent['value'] == "") {
  378.                         if ($ticket->getSupportGroup() != null) {
  379.                             $ticket->setSupportGroup(null);
  380.                             $entityManager->persist($ticket);
  381.                             $entityManager->flush();
  382.                         }
  384.                         $responseCode = 200;
  385.                         $response = [
  386.                             'alertClass' => 'success',
  387.                             'alertMessage' => $this->get('translator')->trans('Ticket support group updated successfully'),
  388.                         ];
  389.                     } else {
  390.                         $responseCode = 404;
  391.                         $response = [
  392.                             'alertClass' => 'danger',
  393.                             'alertMessage' => $this->get('translator')->trans('Unable to retrieve support group details'),
  394.                         ];
  395.                     }
  397.                     return new Response(json_encode($response), $responseCode, ['Content-Type' => 'application/json']);;
  398.                 }
  400.                 if ($ticket->getSupportGroup() != null && $supportGroup->getId() === $ticket->getSupportGroup()->getId()) {
  401.                     return new Response(json_encode([
  402.                         'alertClass' => 'success',
  403.                         'alertMessage' => 'Ticket already assigned to support group ' . $supportGroup->getName(),
  404.                     ]), 200, ['Content-Type' => 'application/json']);
  405.                 } else {
  406.                     $ticket->setSupportGroup($supportGroup);
  407.                     $entityManager->persist($ticket);
  408.                     $entityManager->flush();
  410.                     // Trigger Support group event
  411.                     $event = new GenericEvent(CoreWorkflowEvents\Ticket\Group::getId(), [
  412.                         'entity' => $ticket,
  413.                     ]);
  415.                     $this->get('event_dispatcher')->dispatch('uvdesk.automation.workflow.execute', $event);
  417.                     return new Response(json_encode([
  418.                         'alertClass' => 'success',
  419.                         'alertMessage' => 'Ticket assigned to support group ' . $supportGroup->getName(),
  420.                     ]), 200, ['Content-Type' => 'application/json']);
  421.                 }
  422.                 break;
  423.             case 'team':
  424.                 $supportTeam = $entityManager->getRepository('UVDeskCoreFrameworkBundle:SupportTeam')->findOneById($requestContent['value']);
  426.                 if (empty($supportTeam)) {
  427.                     if ($requestContent['value'] == "") {
  428.                         if ($ticket->getSupportTeam() != null) {
  429.                             $ticket->setSupportTeam(null);
  430.                             $entityManager->persist($ticket);
  431.                             $entityManager->flush();
  432.                         }
  434.                         $responseCode = 200;
  435.                         $response = [
  436.                             'alertClass' => 'success',
  437.                             'alertMessage' => $this->get('translator')->trans('Ticket support team updated successfully'),
  438.                         ];
  439.                     } else {
  440.                         $responseCode = 404;
  441.                         $response = [
  442.                             'alertClass' => 'danger',
  443.                             'alertMessage' => $this->get('translator')->trans('Unable to retrieve support team details'),
  444.                         ];
  445.                     }
  447.                     return new Response(json_encode($response), $responseCode, ['Content-Type' => 'application/json']);;
  448.                 }
  450.                 if ($ticket->getSupportTeam() != null && $supportTeam->getId() === $ticket->getSupportTeam()->getId()) {
  451.                     return new Response(json_encode([
  452.                         'alertClass' => 'success',
  453.                         'alertMessage' => 'Ticket already assigned to support team ' . $supportTeam->getName(),
  454.                     ]), 200, ['Content-Type' => 'application/json']);
  455.                 } else {
  456.                     $ticket->setSupportTeam($supportTeam);
  457.                     $entityManager->persist($ticket);
  458.                     $entityManager->flush();
  460.                     // Trigger ticket delete event
  461.                     $event = new GenericEvent(CoreWorkflowEvents\Ticket\Team::getId(), [
  462.                         'entity' => $ticket,
  463.                     ]);
  465.                     $this->get('event_dispatcher')->dispatch('uvdesk.automation.workflow.execute', $event);
  467.                     return new Response(json_encode([
  468.                         'alertClass' => 'success',
  469.                         'alertMessage' => 'Ticket assigned to support team ' . $supportTeam->getName(),
  470.                     ]), 200, ['Content-Type' => 'application/json']);
  471.                 }
  472.                 break;
  473.             case 'type':
  474.                 // $this->isAuthorized('ROLE_AGENT_UPDATE_TICKET_TYPE');
  475.                 $ticketType = $entityManager->getRepository('UVDeskCoreFrameworkBundle:TicketType')->findOneById($requestContent['value']);
  477.                 if (empty($ticketType)) {
  478.                     // Selected ticket priority does not exist
  479.                     return new Response(json_encode([
  480.                         'alertClass' => 'danger',
  481.                         'alertMessage' => 'Unable to retrieve ticket type details',
  482.                     ]), 404, ['Content-Type' => 'application/json']);
  483.                 }
  485.                 if (null != $ticket->getType() && $ticketType->getId() === $ticket->getType()->getId()) {
  486.                     return new Response(json_encode([
  487.                         'alertClass' => 'success',
  488.                         'alertMessage' => 'Ticket type already set to ' . $ticketType->getDescription(),
  489.                     ]), 200, ['Content-Type' => 'application/json']);
  490.                 } else {
  491.                     $ticket->setType($ticketType);
  493.                     $entityManager->persist($ticket);
  494.                     $entityManager->flush();
  496.                     // Trigger ticket delete event
  497.                     $event = new GenericEvent(CoreWorkflowEvents\Ticket\Type::getId(), [
  498.                         'entity' => $ticket,
  499.                     ]);
  501.                     $this->get('event_dispatcher')->dispatch('uvdesk.automation.workflow.execute', $event);
  503.                     return new Response(json_encode([
  504.                         'alertClass' => 'success',
  505.                         'alertMessage' => 'Ticket type updated to ' . $ticketType->getDescription(),
  506.                     ]), 200, ['Content-Type' => 'application/json']);
  507.                 }
  508.                 break;
  509.             case 'label':
  510.                 $label = $entityManager->getRepository('UVDeskCoreFrameworkBundle:SupportLabel')->find($requestContent['labelId']);
  511.                 if($label) {
  512.                     $ticket->removeSupportLabel($label);
  513.                     $entityManager->persist($ticket);
  514.                     $entityManager->flush();
  516.                     return new Response(json_encode([
  517.                         'alertClass' => 'success',
  518.                         'alertMessage' => $this->get('translator')->trans('Success ! Ticket to label removed successfully.'),
  519.                     ]), 200, ['Content-Type' => 'application/json']);
  520.                 }
  521.                 break;
  522.             default:
  523.                 break;
  524.         }
  526.         return new Response(json_encode([]), 400, ['Content-Type' => 'application/json']);
  527.     }
  529.     public function listTicketCollectionXHR(Request $request)
  530.     {
  531.         if ($request->isXmlHttpRequest()) {
  532.             $paginationResponse = $this->get('ticket.service')->paginateMembersTicketCollection($request);
  534.             return new Response(json_encode($paginationResponse), 200, ['Content-Type' => 'application/json']);
  535.         }
  537.         return new Response(json_encode([]), 404, ['Content-Type' => 'application/json']);
  538.     }
  540.     public function updateTicketCollectionXHR(Request $request)
  541.     {
  542.         if ($request->isXmlHttpRequest()) {
  543.             $massResponse = $this->get('ticket.service')->massXhrUpdate($request);
  545.             return new Response(json_encode($massResponse), 200, ['Content-Type' => 'application/json']);
  546.         }
  547.         return new Response(json_encode([]), 404);
  548.     }
  550.     public function loadTicketFilterOptionsXHR(Request $request)
  551.     {
  552.         return new Response(json_encode([]), 404);
  553.     }
  555.     public function saveTicketLabel(Request $request)
  556.     {
  557.         $entityManager = $this->getDoctrine()->getManager();
  558.         $request = $this->container->get('request_stack')->getCurrentRequest();
  560.         $requestContent = json_decode($request->getContent(), true);
  561.         $ticket = $entityManager->getRepository('UVDeskCoreFrameworkBundle:Ticket')->findOneById($requestContent['ticketId']);
  563.         if ('POST' == $request->getMethod()) {
  564.             $responseContent = [];
  565.             $user = $this->get('user.service')->getSessionUser();
  566.             $supportLabel = $entityManager->getRepository('UVDeskCoreFrameworkBundle:SupportLabel')->findOneBy([
  567.                 'user' => $user->getId(),
  568.                 'name' => $requestContent['name'],
  569.             ]);
  571.             if (empty($supportLabel)) {
  572.                 $supportLabel = new SupportLabel();
  573.                 $supportLabel->setName($requestContent['name']);
  574.                 $supportLabel->setUser($user);
  576.                 $entityManager->persist($supportLabel);
  577.                 $entityManager->flush();
  578.             }
  580.             $ticketLabelCollection = $ticket->getSupportLabels()->toArray();
  582.             if (empty($ticketLabelCollection)) {
  583.                 $ticket->addSupportLabel($supportLabel);
  584.                 $entityManager->persist($ticket);
  585.                 $entityManager->flush();
  587.                 $responseContent['alertClass'] = 'success';
  588.                 $responseContent['alertMessage'] = $this->get('translator')->trans(
  589.                     'Label %label% added to ticket successfully', [
  590.                     '%label%' => $supportLabel->getName(),
  591.                 ]);
  592.             } else {
  593.                 $isLabelAlreadyAdded = false;
  594.                 foreach ($ticketLabelCollection as $ticketLabel) {
  595.                     if ($supportLabel->getId() == $ticketLabel->getId()) {
  596.                         $isLabelAlreadyAdded = true;
  597.                         break;
  598.                     }
  599.                 }
  601.                 if (false == $isLabelAlreadyAdded) {
  602.                     $ticket->addSupportLabel($supportLabel);
  603.                     $entityManager->persist($ticket);
  604.                     $entityManager->flush();
  606.                     $responseContent['alertClass'] = 'success';
  607.                     $responseContent['alertMessage'] = $this->get('translator')->trans(
  608.                         'Label %label% added to ticket successfully', [
  609.                         '%label%' => $supportLabel->getName(),
  610.                     ]);
  611.                 } else {
  612.                     $responseContent['alertClass'] = 'warning';
  613.                     $responseContent['alertMessage'] = $this->get('translator')->trans(
  614.                         'Label %label% already added to ticket', [
  615.                         '%label%' => $supportLabel->getName(),
  616.                     ]);
  617.                 }
  618.             }
  620.             $responseContent['label'] = [
  621.                 'id' => $supportLabel->getId(),
  622.                 'name' => $supportLabel->getName(),
  623.                 'color' => $supportLabel->getColorCode(),
  624.             ];
  626.             return new Response(json_encode($responseContent), 200, ['Content-Type' => 'application/json']);
  627.         }
  629.         return new Response(json_encode([]), 404, ['Content-Type' => 'application/json']);
  630.     }
  632.     public function getLabels($request = null)
  633.     {
  634.         static $labels;
  635.         if (null !== $labels)
  636.             return $labels;
  638.         $qb = $this->em->createQueryBuilder();
  639.         $qb->select('tl')->from('UVDeskCoreFrameworkBundle:TicketLabel', 'tl')
  640.             ->andwhere('tl.labelUser = :labelUserId')
  641.             ->andwhere('tl.company = :companyId')
  642.             ->setParameter('labelUserId', $this->getUser()->getId())
  643.             ->setParameter('companyId', $this->getCompany()->getId());
  645.         if($request) {
  646.             $qb->andwhere("tl.name LIKE :labelName");
  647.             $qb->setParameter('labelName', '%'.urldecode($request->query->get('query')).'%');
  648.         }
  650.         return $labels = $qb->getQuery()->getArrayResult();
  651.     }
  653.     public function loadTicketSearchFilterOptions(Request $request)
  654.     {
  655.         if (true === $request->isXmlHttpRequest()) {
  656.             switch ($request->query->get('type')) {
  657.                 case 'agent':
  658.                     $filtersResponse = $this->get('user.service')->getAgentPartialDataCollection($request);
  659.                     break;
  660.                 case 'customer':
  661.                     $filtersResponse = $this->get('user.service')->getCustomersPartial($request);
  662.                     break;
  663.                 case 'group':
  664.                     $filtersResponse = $this->get('user.service')->getGroups($request);
  665.                     break;
  666.                 case 'team':
  667.                     $filtersResponse = $this->get('user.service')->getSubGroups($request);
  668.                     break;
  669.                 case 'tag':
  670.                     $filtersResponse = $this->get('ticket.service')->getTicketTags($request);
  671.                     break;
  672.                 case 'label':
  673.                     $searchTerm = $request->query->get('query');
  674.                     $entityManager = $this->getDoctrine()->getManager();
  676.                     $supportLabelQuery = $entityManager->createQueryBuilder()->select('supportLabel')
  677.                         ->from('UVDeskCoreFrameworkBundle:SupportLabel', 'supportLabel')
  678.                         ->where('supportLabel.user = :user')->setParameter('user', $this->get('user.service')->getSessionUser());
  680.                     if (!empty($searchTerm)) {
  681.                         $supportLabelQuery->andWhere('supportLabel.name LIKE :labelName')->setParameter('labelName', '%' . urldecode($searchTerm) . '%');
  682.                     }
  684.                     $supportLabelCollection = $supportLabelQuery->getQuery()->getArrayResult();
  685.                     return new Response(json_encode($supportLabelCollection), 200, ['Content-Type' => 'application/json']);
  686.                     break;
  687.                 default:
  688.                     break;
  689.             }
  690.         }
  692.         return new Response(json_encode([]), 404, ['Content-Type' => 'application/json']);
  693.     }
  695.     public function loadTicketCollectionSearchFilterOptionsXHR(Request $request)
  696.     {
  697.         $json = [];
  698.         if ($request->isXmlHttpRequest()) {
  699.             if ($request->query->get('type') == 'agent') {
  700.                 $json = $this->get('user.service')->getAgentsPartialDetails($request);
  701.             } elseif ($request->query->get('type') == 'customer') {
  702.                 $json = $this->get('user.service')->getCustomersPartial($request);
  703.             } elseif ($request->query->get('type') == 'group') {
  704.                 $json = $this->get('user.service')->getGroups($request);
  705.             } elseif ($request->query->get('type') == 'team') {
  706.                 $json = $this->get('user.service')->getSubGroups($request);
  707.             } elseif ($request->query->get('type') == 'tag') {
  708.                 $json = $this->get('ticket.service')->getTicketTags($request);
  709.             } elseif ($request->query->get('type') == 'label') {
  710.                 $json = $this->get('ticket.service')->getLabels($request);
  711.             }
  712.         }
  714.         return new Response(json_encode($json), 200, ['Content-Type' => 'application/json']);
  715.     }
  717.     public function listTicketTypeCollectionXHR(Request $request)
  718.     {
  719.         if (!$this->get('user.service')->isAccessAuthorized('ROLE_AGENT_MANAGE_TICKET_TYPE')) {
  720.             return $this->redirect($this->generateUrl('helpdesk_member_dashboard'));
  721.         }
  723.         if (true === $request->isXmlHttpRequest()) {
  724.             $paginationResponse = $this->get('ticket.service')->paginateMembersTicketTypeCollection($request);
  726.             return new Response(json_encode($paginationResponse), 200, ['Content-Type' => 'application/json']);
  727.         }
  729.         return new Response(json_encode([]), 404, ['Content-Type' => 'application/json']);
  730.     }
  732.     public function removeTicketTypeXHR($typeId, Request $request)
  733.     {
  734.         if (!$this->get('user.service')->isAccessAuthorized('ROLE_AGENT_MANAGE_TICKET_TYPE')) {
  735.             return $this->redirect($this->generateUrl('helpdesk_member_dashboard'));
  736.         }
  738.         $json = [];
  739.         if($request->getMethod() == "DELETE") {
  740.             $em = $this->getDoctrine()->getManager();
  741.             $id = $request->attributes->get('typeId');
  742.             $type = $em->getRepository('UVDeskCoreFrameworkBundle:TicketType')->find($id);
  744.             // $this->get('event.manager')->trigger([
  745.             //             'event' => 'type.deleted',
  746.             //             'entity' => $type
  747.             //         ]);
  749.             $em->remove($type);
  750.             $em->flush();
  752.             $json['alertClass'] = 'success';
  753.             $json['alertMessage'] = $this->get('translator')->trans('Success ! Type removed successfully.');
  754.         }
  756.         $response = new Response(json_encode($json));
  757.         $response->headers->set('Content-Type', 'application/json');
  758.         return $response;
  759.     }
  761.     public function listTagCollectionXHR(Request $request)
  762.     {
  763.         if (!$this->get('user.service')->isAccessAuthorized('ROLE_AGENT_MANAGE_TAG')) {
  764.             return $this->redirect($this->generateUrl('helpdesk_member_dashboard'));
  765.         }
  767.         if (true === $request->isXmlHttpRequest()) {
  768.             $paginationResponse = $this->get('ticket.service')->paginateMembersTagCollection($request);
  770.             return new Response(json_encode($paginationResponse), 200, ['Content-Type' => 'application/json']);
  771.         }
  773.         return new Response(json_encode([]), 404, ['Content-Type' => 'application/json']);
  774.     }
  776.     public function applyTicketPreparedResponseXHR(Request $request)
  777.     {
  778.         $id = $request->attributes->get('id');
  779.         $ticketId = $request->attributes->get('ticketId');
  780.         $ticket = $this->getDoctrine()->getManager()->getRepository('UVDeskCoreFrameworkBundle:Ticket')->findOneById($ticketId);
  782.         $event = new GenericEvent($id, [
  783.             'entity' =>  $ticket
  784.         ]);
  786.         $this->get('event_dispatcher')->dispatch('uvdesk.automation.prepared_response.execute', $event);
  787.         $this->addFlash('success', $this->get('translator')->trans('Success ! Prepared Response applied successfully.'));
  789.         return $this->redirect($this->generateUrl('helpdesk_member_ticket',['ticketId' => $ticketId]));
  790.     }
  792.     public function loadTicketSavedReplies(Request $request)
  793.     {
  794.         $json = array();
  795.         $data = $request->query->all();
  797.         if ($request->isXmlHttpRequest()) {
  798.             $json['message'] = $this->get('ticket.service')->getSavedReplyContent($data['id'],$data['ticketId']);
  799.         }
  801.         $response = new Response(json_encode($json));
  802.         return $response;
  803.     }
  805.     public function createTicketTagXHR(Request $request)
  806.     {
  807.         $json = [];
  808.         $content = json_decode($request->getContent(), true);
  810.         $em = $this->getDoctrine()->getManager();
  811.         $ticket = $em->getRepository('UVDeskCoreFrameworkBundle:Ticket')->find($content['ticketId']);
  812.         if($request->getMethod() == "POST") {
  813.             $tag = new CoreFrameworkBundleEntities\Tag();
  814.             if ($content['name'] != "") {
  815.                 $checkTag = $em->getRepository('UVDeskCoreFrameworkBundle:Tag')->findOneBy(array('name' => $content['name']));
  816.                 if(!$checkTag) {
  817.                     $tag->setName($content['name']);
  818.                     $em->persist($tag);
  819.                     $em->flush();
  820.                     //$json['tag'] = json_decode($this->objectSerializer($tag));
  821.                     $ticket->addSupportTag($tag);
  822.                 } else {
  823.                     //$json['tag'] = json_decode($this->objectSerializer($checkTag));
  824.                     $ticket->addSupportTag($checkTag);
  825.                 }
  826.                 $em->persist($ticket);
  827.                 $em->flush();
  828.                 $json['alertClass'] = 'success';
  829.                 $json['alertMessage'] = $this->get('translator')->trans('Success ! Tag added successfully.');
  830.             } else {
  831.                 $json['alertClass'] = 'danger';
  832.                 $json['alertMessage'] = $this->get('translator')->trans('Please enter tag name.');
  833.             }
  834.         } elseif($request->getMethod() == "DELETE") {
  835.             $tag = $em->getRepository('UVDeskCoreFrameworkBundle:Tag')->findOneBy(array('id' => $request->attributes->get('id')));
  836.             if($tag) {
  837.                 $articles = $em->getRepository('UVDeskSupportCenterBundle:ArticleTags')->findOneBy(array('tagId' => $tag->getId()));
  838.                 if($articles)
  839.                     foreach ($articles as $entry) {
  840.                         $em->remove($entry);
  841.                     }
  843.                 $ticket->removeSupportTag($tag);
  844.                 $em->persist($ticket);
  845.                 $em->flush();
  846.                 $json['alertClass'] = 'success';
  847.                 $json['alertMessage'] = $this->get('translator')->trans('Success ! Tag unassigned successfully.');
  849.             } else {
  850.                 $json['alertClass'] = 'danger';
  851.                 $json['alertMessage'] = $this->get('translator')->trans('Error ! Invalid tag.');
  852.             }
  853.         }
  855.         $response = new Response(json_encode($json));
  856.         $response->headers->set('Content-Type', 'application/json');
  857.         return $response;
  858.     }
  860.     public function getSearchFilterOptionsXhr(Request $request)
  861.     {
  862.         $json = [];
  863.         if ($request->isXmlHttpRequest()) {
  864.             if($request->query->get('type') == 'agent') {
  865.                 $json = $this->get('user.service')->getAgentsPartialDetails($request);
  866.             } elseif($request->query->get('type') == 'customer') {
  867.                 $json = $this->get('user.service')->getCustomersPartial($request);
  868.             } elseif($request->query->get('type') == 'group') {
  869.                 $json = $this->get('user.service')->getSupportGroups($request);
  870.             } elseif($request->query->get('type') == 'team') {
  871.                 $json = $this->get('user.service')->getSupportTeams($request);
  872.             } elseif($request->query->get('type') == 'tag') {
  873.                 $json = $this->get('ticket.service')->getTicketTags($request);
  874.             } elseif($request->query->get('type') == 'label') {
  875.                 $json = $this->get('ticket.service')->getLabels($request);
  876.             }
  877.         }
  879.         $response = new Response(json_encode($json));
  880.         $response->headers->set('Content-Type', 'application/json');
  881.         return $response;
  882.     }
  884.     public function updateCollaboratorXHR(Request $request)
  885.     {
  886.         $json = [];
  887.         $content = json_decode($request->getContent(), true);
  888.         $em = $this->getDoctrine()->getManager();
  889.         $ticket = $em->getRepository('UVDeskCoreFrameworkBundle:Ticket')->find($content['ticketId']);
  890.         if($request->getMethod() == "POST") {
  891.             if($content['email'] == $ticket->getCustomer()->getEmail()) {
  892.                 $json['alertClass'] = 'danger';
  893.                 $json['alertMessage'] = $this->get('translator')->trans('Error ! Customer can not be added as collaborator.');
  894.             } else {
  895.                 $data = array(
  896.                     'from' => $content['email'],
  897.                     'firstName' => ($firstName = ucfirst(current(explode('@', $content['email'])))),
  898.                     'lastName' => ' ',
  899.                     'role' => 4,
  900.                 );
  902.                 $supportRole = $em->getRepository('UVDeskCoreFrameworkBundle:SupportRole')->findOneByCode('ROLE_CUSTOMER');
  904.                 $collaborator = $this->get('user.service')->createUserInstance($data['from'], $data['firstName'], $supportRole, $extras = ["active" => true]);
  905.                 $checkTicket = $em->getRepository('UVDeskCoreFrameworkBundle:Ticket')->isTicketCollaborator($ticket, $content['email']);
  907.                 if (!$checkTicket) {
  908.                     $ticket->addCollaborator($collaborator);
  909.                     $em->persist($ticket);
  910.                     $em->flush();
  912.                     $ticket->lastCollaborator = $collaborator;
  914.                     if ($collaborator->getCustomerInstance())
  915.                         $json['collaborator'] = $collaborator->getCustomerInstance()->getPartialDetails();
  916.                     else
  917.                         $json['collaborator'] = $collaborator->getAgentInstance()->getPartialDetails();
  919.                     $event = new GenericEvent(CoreWorkflowEvents\Ticket\Collaborator::getId(), [
  920.                         'entity' => $ticket,
  921.                     ]);
  923.                     $this->get('event_dispatcher')->dispatch('uvdesk.automation.workflow.execute', $event);
  925.                     $json['alertClass'] = 'success';
  926.                     $json['alertMessage'] = $this->get('translator')->trans('Success ! Collaborator added successfully.');
  927.                 } else {
  928.                     $json['alertClass'] = 'danger';
  929.                     $message = "Collaborator is already added.";
  930.                     $json['alertMessage'] = $this->get('translator')->trans('Error ! ' . $message);
  931.                 }
  932.             }
  933.         } elseif($request->getMethod() == "DELETE") {
  934.             $collaborator = $em->getRepository('UVDeskCoreFrameworkBundle:User')->findOneBy(array('id' => $request->attributes->get('id')));
  935.             if($collaborator) {
  936.                 $ticket->removeCollaborator($collaborator);
  937.                 $em->persist($ticket);
  938.                 $em->flush();
  940.                 $json['alertClass'] = 'success';
  941.                 $json['alertMessage'] = $this->get('translator')->trans('Success ! Collaborator removed successfully.');
  942.             } else {
  943.                 $json['alertClass'] = 'danger';
  944.                 $json['alertMessage'] = $this->get('translator')->trans('Error ! Invalid Collaborator.');
  945.             }
  946.         }
  948.         $response = new Response(json_encode($json));
  949.         $response->headers->set('Content-Type', 'application/json');
  950.         return $response;
  951.     }
  953.     // Apply quick Response action
  954.     public function getTicketQuickViewDetailsXhr(Request $request)
  955.     {
  956.         $json = [];
  958.         if ($request->isXmlHttpRequest()) {
  959.             $ticketId = $request->query->get('ticketId');
  960.             $json = $this->getDoctrine()->getRepository('UVDeskCoreFrameworkBundle:Ticket')->getTicketDetails($request->query,$this->container);
  961.         }
  963.         $response = new Response(json_encode($json));
  964.         $response->headers->set('Content-Type', 'application/json');
  965.         return $response;
  966.     }
  968.     public function updateTicketTagXHR(Request $request, $tagId)
  969.     {
  970.         $content = json_decode($request->getContent(), true);
  971.         $entityManager = $this->getDoctrine()->getManager();
  973.         if (isset($content['name']) && $content['name'] != "") {
  974.             $checkTag = $entityManager->getRepository('UVDeskCoreFrameworkBundle:Tag')->findOneBy(array('id' => $tagId));
  975.             if($checkTag) {
  976.                 $checkTag->setName($content['name']);
  977.                 $entityManager->persist($checkTag);
  978.                 $entityManager->flush();
  979.             }
  981.             $json['alertClass'] = 'success';
  982.             $json['alertMessage'] = $this->get('translator')->trans('Success ! Tag updated successfully.');
  983.         }
  985.         $response = new Response(json_encode($json));
  986.         $response->headers->set('Content-Type', 'application/json');
  987.         return $response;
  988.     }
  990.     public function removeTicketTagXHR($tagId)
  991.     {
  992.         $entityManager = $this->getDoctrine()->getManager();
  993.         $checkTag = $entityManager->getRepository('UVDeskCoreFrameworkBundle:Tag')->findOneBy(array('id' => $tagId));
  995.         if($checkTag) {
  996.             $entityManager->remove($checkTag);
  997.             $entityManager->flush();
  999.             $json['alertClass'] = 'success';
  1000.             $json['alertMessage'] = $this->get('translator')->trans('Success ! Tag removed successfully.');
  1001.         }
  1003.         $response = new Response(json_encode($json));
  1004.         $response->headers->set('Content-Type', 'application/json');
  1005.         return $response;
  1006.     }
  1008.     /**
  1009.      * Get overdue tickets grouped by status for the current agent (solo Pending y Resolved)
  1010.      */
  1011.     public function getAgentTicketAlertsXHR(Request $request)
  1012.     {
  1013.         $entityManager = $this->getDoctrine()->getManager();
  1014.         $activeUser = $this->container->get('user.service')->getSessionUser();
  1015.         if (!$activeUser) {
  1016.             return new Response(json_encode(['overdue' => []]), 200, ['Content-Type' => 'application/json']);
  1017.         }
  1018.         $threeDaysAgo = new \DateTime();
  1019.         $threeDaysAgo->modify('-3 days');
  1021.         $qb = $entityManager->createQueryBuilder();
  1022.         $qb->select('status.description AS statusName, COUNT(t.id) AS count')
  1023.             ->from('UVDeskCoreFrameworkBundle:Ticket', 't')
  1024.             ->leftJoin('t.status', 'status')
  1025.             ->andWhere('t.agent = :agentId')
  1026.             ->andWhere('t.updatedAt < :threeDaysAgo')
  1027.             ->andWhere('status.id IN (:statusIds)')
  1028.             ->andWhere('t.isTrashed = :isTrashed')
  1029.             ->groupBy('status.description')
  1030.             ->setParameter('agentId', $activeUser->getId())
  1031.             ->setParameter('threeDaysAgo', $threeDaysAgo)
  1032.             ->setParameter('statusIds', [2, 4])
  1033.             ->setParameter('isTrashed', false);
  1035.         $results = $qb->getQuery()->getResult();
  1037.         $overdue = [];
  1038.         foreach ($results as $row) {
  1039.             $overdue[$row['statusName']] = (int)$row['count'];
  1040.         }
  1042.         $response = new Response(json_encode(['overdue' => $overdue]));
  1043.         $response->headers->set('Content-Type', 'application/json');
  1044.         return $response;
  1045.     }
  1047.     private function isKnowledgebaseActive()
  1048.     {
  1049.         $entityManager = $this->getDoctrine()->getManager();
  1050.         $website = $entityManager->getRepository('UVDeskCoreFrameworkBundle:Website')->findOneByCode('knowledgebase');
  1052.         if (!empty($website)) {
  1053.             $knowledgebaseWebsite = $entityManager->getRepository('UVDeskSupportCenterBundle:KnowledgebaseWebsite')->findOneBy(['website' => $website->getId(), 'status' => true]);
  1055.             if (!empty($knowledgebaseWebsite) && true == $knowledgebaseWebsite->getIsActive()) {
  1056.                 return true;
  1057.             }
  1058.         }
  1060.         throw new \Symfony\Component\HttpKernel\Exception\NotFoundHttpException('Page Not Found');
  1061.     }
  1063.     /**
  1064.      * @Route("/api/knowledgebase/documents", name="helpdesk_member_knowledgebase_documents_api", methods={"GET", "OPTIONS"})
  1065.      */
  1066.     public function getKnowledgebaseDocuments(Request $request)
  1067.     {
  1068.         $this->isKnowledgebaseActive();
  1069.         
  1070.         $entityManager = $this->getDoctrine()->getManager();
  1071.         $articleRepository = $entityManager->getRepository('UVDeskSupportCenterBundle:Article');
  1072.         
  1073.         // Obtener todos los artículos activos
  1074.         $query = $entityManager->createQueryBuilder()
  1075.             ->select('a')
  1076.             ->from('UVDeskSupportCenterBundle:Article', 'a')
  1077.             ->where('a.status = :status')
  1078.             ->setParameter('status', 1);
  1079.             
  1080.         // Ejecutar la consulta para obtener todos los artículos
  1081.         $articles = $query->getQuery()->getResult();
  1082.         
  1083.         // Formatear los resultados
  1084.         $documents = [];
  1085.         $searchQuery = $request->query->get('search');
  1086.         $searchPerformed = !empty($searchQuery);
  1087.         
  1088.         foreach ($articles as $article) {
  1089.             // Obtener el contenido del artículo
  1090.             $content = $article->getContent();
  1091.             
  1092.             // Inicializar variables
  1093.             $documentName = 'TEC' . $article->getId() . ' - ' . $article->getName();
  1094.             $documentUrl = null;
  1095.             $linkText = '';
  1096.             $includeDocument = true;
  1097.             
  1098.             // Información de depuración
  1099.             $contentDebug = [
  1100.                 'articleId' => $article->getId(),
  1101.                 'hasContent' => !empty($content),
  1102.                 'contentLength' => !empty($content) ? strlen($content) : 0,
  1103.             ];
  1104.             
  1105.             // Buscar enlaces .pdf en el contenido
  1106.             if (!empty($content)) {
  1107.                 // Vista previa del contenido
  1108.                 $contentPreview = substr($content, 0, 300) . (strlen($content) > 300 ? '...' : '');
  1109.                 $contentDebug['contentPreview'] = $contentPreview;
  1110.                 
  1111.                 // Contar menciones de PDF y enlaces
  1112.                 $contentDebug['pdfMentions'] = substr_count(strtolower($content), '.pdf');
  1113.                 $contentDebug['linkMentions'] = substr_count(strtolower($content), 'href=');
  1114.                 
  1115.                 // Buscar enlaces dentro de etiquetas <a href>
  1116.                 preg_match_all('/<a\s+[^>]*href=["\']([^"\']+)["\'][^>]*>([^<]+)<\/a>/i', $content, $matches);
  1117.                 
  1118.                 if (!empty($matches[1])) {
  1119.                     // Filtrar solo los enlaces relevantes (PDF o softguardtv.com o otros recursos)
  1120.                     $relevantLinks = [];
  1121.                     $relevantTexts = [];
  1122.                     
  1123.                     foreach ($matches[1] as $index => $link) {
  1124.                         // Aceptar si es un PDF o contiene softguardtv.com o knowledge
  1125.                         if (preg_match('/\.pdf$/i', $link) || 
  1126.                             strpos($link, 'softguardtv.com') !== false || 
  1127.                             strpos($link, 'knowledge') !== false ||
  1128.                             strpos($link, 'courses') !== false ||
  1129.                             strpos($link, 'lectures') !== false) {
  1130.                             $relevantLinks[] = $link;
  1131.                             $relevantTexts[] = $matches[2][$index] ?? '';
  1132.                         }
  1133.                     }
  1134.                     
  1135.                     // Guardar enlaces y textos relevantes
  1136.                     if (!empty($relevantLinks)) {
  1137.                         $contentDebug['foundLinks'] = $relevantLinks;
  1138.                         $contentDebug['linkTexts'] = $relevantTexts;
  1139.                         
  1140.                         // Usar el primer enlace encontrado
  1141.                         $documentUrl = $relevantLinks[0];
  1142.                         $linkText = !empty($relevantTexts[0]) ? trim($relevantTexts[0]) : '';
  1143.                         
  1144.                         // Usar texto del enlace como nombre
  1145.                         if (!empty($linkText)) {
  1146.                             $documentName = $linkText;
  1147.                         }
  1148.                     }
  1149.                 } else {
  1150.                     // Búsqueda alternativa para URLs
  1151.                     preg_match_all('/(https?:\/\/[^\s"\'<>]+)/i', $content, $altMatches);
  1152.                     
  1153.                     if (!empty($altMatches[0])) {
  1154.                         // Filtrar enlaces relevantes
  1155.                         $relevantLinks = [];
  1156.                         foreach ($altMatches[0] as $link) {
  1157.                             if (preg_match('/\.pdf$/i', $link) || 
  1158.                                 strpos($link, 'softguardtv.com') !== false || 
  1159.                                 strpos($link, 'knowledge') !== false ||
  1160.                                 strpos($link, 'courses') !== false ||
  1161.                                 strpos($link, 'lectures') !== false) {
  1162.                                 $relevantLinks[] = $link;
  1163.                             }
  1164.                         }
  1165.                         
  1166.                         if (!empty($relevantLinks)) {
  1167.                             $contentDebug['foundLinks'] = $relevantLinks;
  1168.                             $documentUrl = $relevantLinks[0];
  1169.                         }
  1170.                     }
  1171.                 }
  1172.                 
  1173.                 // Si se está realizando una búsqueda, verificar si el término está en el contenido
  1174.                 if ($searchPerformed) {
  1175.                     // Buscar en el contenido completo (incluye texto y enlaces)
  1176.                     $includeDocument = (
  1177.                         stripos($content, $searchQuery) !== false || 
  1178.                         stripos($documentName, $searchQuery) !== false || 
  1179.                         (!empty($documentUrl) && stripos($documentUrl, $searchQuery) !== false) ||
  1180.                         (!empty($linkText) && stripos($linkText, $searchQuery) !== false)
  1181.                     );
  1182.                     
  1183.                     $contentDebug['searchPerformed'] = true;
  1184.                     $contentDebug['searchTerm'] = $searchQuery;
  1185.                     $contentDebug['matchFound'] = $includeDocument;
  1186.                 }
  1187.             }
  1188.             
  1189.             // Si no se encontró URL, usar formato estándar
  1190.             if (empty($documentUrl)) {
  1191.                 $baseDocumentName = $article->getName();
  1192.                 $documentUrl = 'https://softguard.com/knowledge/TEC' . $article->getId() . '_' . $baseDocumentName . '.pdf';
  1193.                 $contentDebug['usingFallbackUrl'] = true;
  1194.             }
  1195.             
  1196.             // Solo incluir el documento si pasa los filtros de búsqueda
  1197.             if ($includeDocument) {
  1198.                 $documents[] = [
  1199.                     'id' => $article->getId(),
  1200.                     'name' => $documentName,
  1201.                     'url' => $documentUrl,
  1202.                     'views' => $article->getViewed(),
  1203.                     'dateAdded' => $article->getDateAdded() ? $article->getDateAdded()->format('Y-m-d H:i:s') : null,
  1204.                     'contentDebug' => $contentDebug
  1205.                 ];
  1206.             }
  1207.         }
  1208.         
  1209.         // Ordenar por popularidad (vistas)
  1210.         usort($documents, function($a, $b) {
  1211.             return $b['views'] - $a['views'];
  1212.         });
  1213.         
  1214.         // Devolver respuesta JSON
  1215.         return new JsonResponse([
  1216.             'success' => true,
  1217.             'documents' => $documents,
  1218.             'totalFound' => count($documents),
  1219.             'searchQuery' => $searchQuery
  1220.         ]);
  1221.     }
  1224.     public function getTicketSuggestions(Request $request)
  1225.     {
  1226.         $ticketId = $request->query->get('ticketId');
  1227.         
  1228.         if (empty($ticketId)) {
  1229.             return new JsonResponse([
  1230.                 'success' => false,
  1231.                 'message' => 'Se requiere ticketId'
  1232.             ], 400);
  1233.         }
  1234.         
  1235.         $entityManager = $this->getDoctrine()->getManager();
  1236.         
  1237.         // Obtener el mensaje inicial del ticket actual
  1238.         $currentTicket = $entityManager->getRepository('UVDeskCoreFrameworkBundle:Ticket')->find($ticketId);
  1239.         if (!$currentTicket) {
  1240.             return new JsonResponse([
  1241.                 'success' => false,
  1242.                 'message' => 'Ticket no encontrado'
  1243.             ], 404);
  1244.         }
  1245.         
  1246.         $initialThread = $entityManager->createQueryBuilder()
  1247.             ->select('t')
  1248.             ->from('UVDeskCoreFrameworkBundle:Thread', 't')
  1249.             ->where('t.ticket = :ticketId')
  1250.             ->andWhere('t.threadType = :threadType')
  1251.             ->andWhere('t.createdBy = :createdBy')
  1252.             ->setParameter('ticketId', $ticketId)
  1253.             ->setParameter('threadType', 'create')
  1254.             ->setParameter('createdBy', 'customer')
  1255.             ->orderBy('t.id', 'ASC')
  1256.             ->setMaxResults(1)
  1257.             ->getQuery()
  1258.             ->getOneOrNullResult();
  1259.         
  1260.         if (!$initialThread) {
  1261.             return new JsonResponse([
  1262.                 'success' => false,
  1263.                 'message' => 'No se encontró el mensaje inicial del cliente'
  1264.             ], 404);
  1265.         }
  1266.         
  1267.         $currentProblem = strip_tags($initialThread->getMessage());
  1268.         $currentSubject = $currentTicket->getSubject();
  1269.         
  1270.         // Extraer palabras dinámicas importantes
  1271.         $dynamicImportantWords = $this->extractDynamicImportantWords($currentProblem, $currentSubject);
  1272.         
  1273.         // Buscar tickets similares
  1274.         $similarTickets = $this->findSimilarTickets($currentProblem, $currentSubject, $ticketId, $entityManager);
  1275.         
  1276.         return new JsonResponse([
  1277.             'success' => true,
  1278.             'currentProblem' => $currentProblem,
  1279.             'currentSubject' => $currentSubject,
  1280.             'suggestions' => $similarTickets,
  1281.             'totalFound' => count($similarTickets),
  1282.             'debug' => [
  1283.                 'dynamicImportantWords' => $dynamicImportantWords,
  1284.                 'problemKeywords' => $this->extractKeywords($this->normalizeText($currentProblem)),
  1285.                 'subjectKeywords' => $this->extractKeywords($this->normalizeText($currentSubject)),
  1286.                 'totalTicketsSearched' => 500,
  1287.                 'ticketsWithReplies' => count($similarTickets)
  1288.             ]
  1289.         ]);
  1290.     }
  1291.     
  1292.     private function findSimilarTickets($currentProblem, $currentSubject, $excludeTicketId, $entityManager)
  1293.     {
  1294.         $normalizedProblem = $this->normalizeText($currentProblem);
  1295.         $normalizedSubject = $this->normalizeText($currentSubject);
  1296.         $problemKeywords = $this->extractKeywords($normalizedProblem);
  1297.         $subjectKeywords = $this->extractKeywords($normalizedSubject);
  1298.         
  1299.         // Extraer palabras dinámicas importantes del ticket actual
  1300.         $dynamicImportantWords = $this->extractDynamicImportantWords($currentProblem, $currentSubject);
  1301.         
  1302.         $query = $entityManager->createQueryBuilder()
  1303.             ->select('t, th, u')
  1304.             ->from('UVDeskCoreFrameworkBundle:Ticket', 't')
  1305.             ->join('t.threads', 'th')
  1306.             ->join('th.user', 'u')
  1307.             ->where('t.id != :excludeId')
  1308.             ->andWhere('t.status IN (:statuses)')
  1309.             ->andWhere('th.threadType = :threadType')
  1310.             ->andWhere('th.createdBy = :createdBy')
  1311.             ->setParameter('excludeId', $excludeTicketId)
  1312.             ->setParameter('statuses', [3, 4, 5])
  1313.             ->setParameter('threadType', 'create')
  1314.             ->setParameter('createdBy', 'customer')
  1315.             ->orderBy('t.createdAt', 'DESC')
  1316.             ->setMaxResults(500)  // Aumentado de 200 a 500
  1317.             ->getQuery();
  1318.         $tickets = $query->getResult();
  1319.         $similarTickets = [];
  1320.         foreach ($tickets as $ticket) {
  1321.             $initialThread = null;
  1322.             foreach ($ticket->getThreads() as $thread) {
  1323.                 if ($thread->getThreadType() === 'create' && $thread->getCreatedBy() === 'customer') {
  1324.                     $initialThread = $thread;
  1325.                     break;
  1326.                 }
  1327.             }
  1328.             if ($initialThread) {
  1329.                 $ticketProblem = strip_tags($initialThread->getMessage());
  1330.                 $ticketSubject = $ticket->getSubject();
  1331.                 $similarity = $this->calculateIntelligentSimilarity(
  1332.                     $normalizedProblem, 
  1333.                     $normalizedSubject,
  1334.                     $this->normalizeText($ticketProblem),
  1335.                     $this->normalizeText($ticketSubject),
  1336.                     $problemKeywords,
  1337.                     $subjectKeywords,
  1338.                     $dynamicImportantWords
  1339.                 );
  1340.                 if ($similarity['total'] >= 15) {  // Reducido de 20 a 15
  1341.                     $agentReplies = $entityManager->createQueryBuilder()
  1342.                         ->select('th, u')
  1343.                         ->from('UVDeskCoreFrameworkBundle:Thread', 'th')
  1344.                         ->join('th.user', 'u')
  1345.                         ->where('th.ticket = :ticketId')
  1346.                         ->andWhere('th.threadType = :threadType')
  1347.                         ->andWhere('th.createdBy = :createdBy')
  1348.                         ->andWhere('LENGTH(th.message) > 20')
  1349.                         ->setParameter('ticketId', $ticket->getId())
  1350.                         ->setParameter('threadType', 'reply')
  1351.                         ->setParameter('createdBy', 'agent')
  1352.                         ->orderBy('th.createdAt', 'ASC')
  1353.                         ->getQuery()
  1354.                         ->getResult();
  1355.                     $solutions = [];
  1356.                     foreach ($agentReplies as $reply) {
  1357.                         $solutions[] = [
  1358.                             'id' => $reply->getId(),
  1359.                             'text' => strip_tags($reply->getMessage()),
  1360.                             'agent' => $reply->getUser() ? $reply->getUser()->getFirstName() . ' ' . $reply->getUser()->getLastName() : 'Agente',
  1361.                             'date' => $reply->getCreatedAt()->format('Y-m-d H:i:s'),
  1362.                             'length' => strlen(strip_tags($reply->getMessage()))
  1363.                         ];
  1364.                     }
  1365.                     if (!empty($solutions)) {
  1366.                         $similarTickets[] = [
  1367.                             'ticketId' => $ticket->getId(),
  1368.                             'subject' => $ticketSubject,
  1369.                             'problem' => $ticketProblem,
  1370.                             'similarity' => $similarity,
  1371.                             'solutions' => $solutions,
  1372.                             'status' => $ticket->getStatus()->getDescription(),
  1373.                             'createdAt' => $ticket->getCreatedAt()->format('Y-m-d H:i:s'),
  1374.                             'customer' => $initialThread->getUser() ? $initialThread->getUser()->getFirstName() . ' ' . $initialThread->getUser()->getLastName() : 'Cliente'
  1375.                         ];
  1376.                     }
  1377.                 }
  1378.             }
  1379.         }
  1380.         usort($similarTickets, function($a, $b) {
  1381.             return $b['similarity']['total'] <=> $a['similarity']['total'];
  1382.         });
  1383.         return array_slice($similarTickets, 0, 8);
  1384.     }
  1385.     private function normalizeText($text)
  1386.     {
  1387.         $text = strtolower($text);
  1388.         $text = preg_replace('/[^\w\s]/', ' ', $text);
  1389.         $text = preg_replace('/\s+/', ' ', $text);
  1390.         return trim($text);
  1391.     }
  1392.     private function extractKeywords($text)
  1393.     {
  1394.         $stopWords = [
  1395.             'el', 'la', 'de', 'que', 'y', 'a', 'en', 'un', 'es', 'se', 'no', 'te', 'lo', 'le', 'da', 'su', 'por', 'son', 'con', 'para', 'al', 'del', 'los', 'las', 'una', 'como', 'pero', 'sus', 'me', 'hasta', 'hay', 'donde', 'han', 'quien', 'estan', 'estado', 'desde', 'todo', 'nos', 'durante', 'todos', 'uno', 'les', 'ni', 'contra', 'otros', 'ese', 'eso', 'ante', 'ellos', 'e', 'esto', 'mi', 'antes', 'algunos', 'que', 'unos', 'yo', 'otro', 'otras', 'otra', 'el', 'tanto', 'esa', 'estos', 'mucho', 'quienes', 'nada', 'muchos', 'cual', 'poco', 'ella', 'estar', 'estas', 'algunas', 'algo', 'nosotros', 'este', 'esta', 'estos', 'estas', 'ese', 'esa', 'esos', 'esas', 'aquel', 'aquella', 'aquellos', 'aquellas', 'mi', 'tu', 'su', 'nuestro', 'vuestro', 'su', 'mio', 'tuyo', 'suyo', 'nuestro', 'vuestro', 'suyo', 'mios', 'tuyos', 'suyos', 'nuestros', 'vuestros', 'suyos', 'mia', 'tuya', 'suya', 'nuestra', 'vuestra', 'suya', 'mias', 'tuyas', 'suyas', 'nuestras', 'vuestras', 'suyas'
  1396.         ];
  1397.         $words = explode(' ', $text);
  1398.         $keywords = [];
  1399.         foreach ($words as $word) {
  1400.             $word = trim($word);
  1401.             if (strlen($word) > 2 && !in_array($word, $stopWords)) {
  1402.                 $keywords[] = $word;
  1403.             }
  1404.         }
  1405.         $wordCount = array_count_values($keywords);
  1406.         arsort($wordCount);
  1407.         return array_slice(array_keys($wordCount), 0, 15);
  1408.     }
  1409.     private function calculateIntelligentSimilarity($problem1, $subject1, $problem2, $subject2, $keywords1, $keywords2, $dynamicImportantWords = [])
  1410.     {
  1411.         $scores = [];
  1412.         
  1413.         // 1. Similitud de texto del problema (peso reducido)
  1414.         similar_text($problem1, $problem2, $problemSimilarity);
  1415.         $scores['problem_text'] = $problemSimilarity;
  1416.         
  1417.         // 2. Similitud de subject (peso aumentado significativamente)
  1418.         similar_text($subject1, $subject2, $subjectSimilarity);
  1419.         $scores['subject_text'] = $subjectSimilarity;
  1420.         
  1421.         // 3. Coincidencia exacta de palabras clave (nuevo - peso alto)
  1422.         $subjectKeywords1 = $this->extractKeywords($subject1);
  1423.         $subjectKeywords2 = $this->extractKeywords($subject2);
  1424.         $problemKeywords1 = $this->extractKeywords($problem1);
  1425.         $problemKeywords2 = $this->extractKeywords($problem2);
  1426.         
  1427.         // Combinar keywords del subject y problema para el ticket actual
  1428.         $currentKeywords = array_merge($subjectKeywords1, $problemKeywords1);
  1429.         $currentKeywords = array_unique($currentKeywords);
  1430.         
  1431.         // Combinar keywords del subject y problema para el ticket comparado
  1432.         $compareKeywords = array_merge($subjectKeywords2, $problemKeywords2);
  1433.         $compareKeywords = array_unique($compareKeywords);
  1434.         
  1435.         // Calcular coincidencias exactas
  1436.         $exactMatches = array_intersect($currentKeywords, $compareKeywords);
  1437.         $exactMatchScore = count($exactMatches) > 0 ? (count($exactMatches) / max(count($currentKeywords), count($compareKeywords))) * 100 : 0;
  1438.         $scores['exact_keywords'] = $exactMatchScore;
  1439.         
  1440.         // 4. Coincidencia de keywords general (peso reducido)
  1441.         $keywordMatches = array_intersect($keywords1, $keywords2);
  1442.         $keywordScore = count($keywordMatches) / max(count($keywords1), count($keywords2)) * 100;
  1443.         $scores['keywords'] = $keywordScore;
  1444.         
  1445.         // 5. Similitud por categorías
  1446.         $categoryScore = $this->calculateCategorySimilarity($problem1 . ' ' . $subject1, $problem2 . ' ' . $subject2);
  1447.         $scores['category'] = $categoryScore;
  1448.         
  1449.         // 6. Similitud técnica
  1450.         $technicalScore = $this->calculateTechnicalSimilarity($problem1 . ' ' . $subject1, $problem2 . ' ' . $subject2);
  1451.         $scores['technical'] = $technicalScore;
  1452.         
  1453.         // 7. Búsqueda de palabras específicas importantes (nuevo)
  1454.         $specificWordsScore = $this->calculateSpecificWordsSimilarity($problem1 . ' ' . $subject1, $problem2 . ' ' . $subject2);
  1455.         $scores['specific_words'] = $specificWordsScore;
  1456.         
  1457.         // 8. Coincidencia de palabras dinámicas importantes (nuevo - peso muy alto)
  1458.         $dynamicWordsScore = $this->calculateDynamicWordsSimilarity($problem2 . ' ' . $subject2, $dynamicImportantWords);
  1459.         $scores['dynamic_words'] = $dynamicWordsScore;
  1460.         
  1461.         // Nueva fórmula de peso que prioriza subject, palabras exactas y palabras dinámicas
  1462.         $total = (
  1463.             $scores['problem_text'] * 0.15 +      // Reducido de 0.20
  1464.             $scores['subject_text'] * 0.25 +      // Reducido de 0.30
  1465.             $scores['exact_keywords'] * 0.20 +    // Reducido de 0.25
  1466.             $scores['keywords'] * 0.10 +          // Mantenido
  1467.             $scores['category'] * 0.10 +          // Mantenido
  1468.             $scores['technical'] * 0.05 +         // Mantenido
  1469.             $scores['specific_words'] * 0.05 +    // Reducido de 0.05
  1470.             $scores['dynamic_words'] * 0.10       // Nuevo - peso alto para palabras dinámicas
  1471.         );
  1472.         
  1473.         $scores['total'] = round($total, 2);
  1474.         return $scores;
  1475.     }
  1476.     
  1477.     /**
  1478.      * Extrae palabras dinámicas importantes del ticket actual
  1479.      */
  1480.     private function extractDynamicImportantWords($problem, $subject)
  1481.     {
  1482.         $importantWords = [];
  1483.         
  1484.         // Combinar problema y subject
  1485.         $combinedText = $problem . ' ' . $subject;
  1486.         $normalizedText = $this->normalizeText($combinedText);
  1487.         
  1488.         // Extraer todas las palabras
  1489.         $words = explode(' ', $normalizedText);
  1490.         $wordCount = array_count_values($words);
  1491.         
  1492.         // Filtrar palabras por longitud y frecuencia
  1493.         $filteredWords = [];
  1494.         foreach ($wordCount as $word => $count) {
  1495.             $word = trim($word);
  1496.             // Incluir palabras de 3+ caracteres que aparecen al menos 1 vez
  1497.             if (strlen($word) >= 3 && $count >= 1) {
  1498.                 $filteredWords[$word] = $count;
  1499.             }
  1500.         }
  1501.         
  1502.         // Ordenar por frecuencia
  1503.         arsort($filteredWords);
  1504.         
  1505.         // Tomar las primeras 10 palabras más frecuentes
  1506.         $topWords = array_slice(array_keys($filteredWords), 0, 10);
  1507.         
  1508.         // Agregar palabras específicas que siempre son importantes
  1509.         $specificImportantWords = [
  1510.             'comando', 'comandos', 'programar', 'programacion', 'programa', 'programas',
  1511.             'script', 'scripts', 'codigo', 'codigos', 'funcion', 'funciones',
  1512.             'error', 'errores', 'falla', 'fallas', 'problema', 'problemas',
  1513.             'conexion', 'conectar', 'internet', 'red', 'wifi', 'network',
  1514.             'usuario', 'usuarios', 'password', 'contraseña', 'login', 'acceso',
  1515.             'datos', 'archivo', 'archivos', 'documento', 'documentos',
  1516.             'pago', 'pagos', 'factura', 'facturas', 'cobro', 'precio',
  1517.             'soporte', 'ayuda', 'asistencia', 'tecnico', 'servicio',
  1518.             'configuracion', 'ajuste', 'ajustes', 'parametro', 'parametros',
  1519.             'actualizacion', 'update', 'version', 'nuevo', 'nueva', 'cambio'
  1520.         ];
  1521.         
  1522.         // Buscar palabras específicas en el texto actual
  1523.         foreach ($specificImportantWords as $word) {
  1524.             if (stripos($combinedText, $word) !== false) {
  1525.                 $importantWords[] = $word;
  1526.             }
  1527.         }
  1528.         
  1529.         // Agregar las palabras más frecuentes del texto actual
  1530.         $importantWords = array_merge($importantWords, $topWords);
  1531.         
  1532.         // Eliminar duplicados y retornar
  1533.         return array_unique($importantWords);
  1534.     }
  1535.     
  1536.     /**
  1537.      * Calcula la similitud basada en palabras dinámicas importantes
  1538.      */
  1539.     private function calculateDynamicWordsSimilarity($compareText, $dynamicImportantWords)
  1540.     {
  1541.         if (empty($dynamicImportantWords)) {
  1542.             return 0;
  1543.         }
  1544.         
  1545.         $normalizedCompareText = $this->normalizeText($compareText);
  1546.         $foundWords = [];
  1547.         
  1548.         // Buscar cada palabra importante en el texto a comparar
  1549.         foreach ($dynamicImportantWords as $word) {
  1550.             if (stripos($normalizedCompareText, $word) !== false) {
  1551.                 $foundWords[] = $word;
  1552.             }
  1553.         }
  1554.         
  1555.         // Calcular score basado en la proporción de palabras encontradas
  1556.         $matchRatio = count($foundWords) / count($dynamicImportantWords);
  1557.         
  1558.         // Dar bonus extra por coincidencias múltiples
  1559.         $bonus = count($foundWords) * 15;
  1560.         
  1561.         $score = ($matchRatio * 100) + $bonus;
  1562.         
  1563.         return min(100, $score);
  1564.     }
  1566.     private function calculateCategorySimilarity($text1, $text2)
  1567.     {
  1568.         $categories = [
  1569.             'error' => ['error', 'falla', 'problema', 'bug', 'crash', 'no funciona', 'no anda'],
  1570.             'conexion' => ['conexion', 'conectar', 'internet', 'red', 'wifi', 'network', 'online'],
  1571.             'usuario' => ['usuario', 'password', 'contraseña', 'login', 'acceso', 'autenticacion'],
  1572.             'datos' => ['datos', 'archivo', 'documento', 'informacion', 'base de datos', 'backup'],
  1573.             'pago' => ['pago', 'factura', 'cobro', 'precio', 'costo', 'tarifa', 'billing'],
  1574.             'soporte' => ['soporte', 'ayuda', 'asistencia', 'tecnico', 'servicio'],
  1575.             'configuracion' => ['configuracion', 'ajuste', 'parametro', 'setting', 'setup'],
  1576.             'actualizacion' => ['actualizacion', 'update', 'version', 'nuevo', 'cambio']
  1577.         ];
  1578.         $score = 0;
  1579.         $totalCategories = count($categories);
  1580.         foreach ($categories as $category => $keywords) {
  1581.             $text1HasCategory = false;
  1582.             $text2HasCategory = false;
  1583.             foreach ($keywords as $keyword) {
  1584.                 if (stripos($text1, $keyword) !== false) {
  1585.                     $text1HasCategory = true;
  1586.                 }
  1587.                 if (stripos($text2, $keyword) !== false) {
  1588.                     $text2HasCategory = true;
  1589.                 }
  1590.             }
  1591.             if ($text1HasCategory && $text2HasCategory) {
  1592.                 $score += 100;
  1593.             } elseif ($text1HasCategory || $text2HasCategory) {
  1594.                 $score += 0;
  1595.             }
  1596.         }
  1597.         return $score / $totalCategories;
  1598.     }
  1599.     private function calculateTechnicalSimilarity($text1, $text2)
  1600.     {
  1601.         $technicalTerms = [
  1602.             'api', 'database', 'server', 'client', 'protocol', 'ssl', 'https', 'http',
  1603.             'json', 'xml', 'rest', 'soap', 'authentication', 'authorization', 'token',
  1604.             'session', 'cookie', 'cache', 'memory', 'cpu', 'disk', 'storage', 'backup',
  1605.             'firewall', 'proxy', 'vpn', 'dns', 'ip', 'domain', 'subdomain', 'ssl',
  1606.             'certificate', 'encryption', 'decryption', 'hash', 'md5', 'sha', 'aes',
  1607.             'mysql', 'postgresql', 'mongodb', 'redis', 'elasticsearch', 'kafka',
  1608.             'docker', 'kubernetes', 'aws', 'azure', 'gcp', 'cloud', 'saas', 'paas'
  1609.         ];
  1610.         $text1Terms = [];
  1611.         $text2Terms = [];
  1612.         foreach ($technicalTerms as $term) {
  1613.             if (stripos($text1, $term) !== false) {
  1614.                 $text1Terms[] = $term;
  1615.             }
  1616.             if (stripos($text2, $term) !== false) {
  1617.                 $text2Terms[] = $term;
  1618.             }
  1619.         }
  1620.         if (empty($text1Terms) && empty($text2Terms)) {
  1621.             return 0;
  1622.         }
  1623.         $commonTerms = array_intersect($text1Terms, $text2Terms);
  1624.         $totalTerms = array_unique(array_merge($text1Terms, $text2Terms));
  1625.         return count($totalTerms) > 0 ? (count($commonTerms) / count($totalTerms)) * 100 : 0;
  1626.     }
  1628.     private function calculateSpecificWordsSimilarity($text1, $text2)
  1629.     {
  1630.         // Palabras específicas importantes que deben tener peso extra
  1631.         $specificWords = [
  1632.             // Comandos y programación
  1633.             'comando', 'comandos', 'programar', 'programacion', 'programa', 'programas',
  1634.             'script', 'scripts', 'codigo', 'codigos', 'funcion', 'funciones',
  1635.             'variable', 'variables', 'parametro', 'parametros', 'configuracion',
  1636.             
  1637.             // Errores y problemas
  1638.             'error', 'errores', 'falla', 'fallas', 'problema', 'problemas',
  1639.             'no funciona', 'no anda', 'no aparece', 'no puedo', 'no me deja',
  1640.             
  1641.             // Conexión y red
  1642.             'conexion', 'conectar', 'conecta', 'internet', 'red', 'wifi', 'network',
  1643.             'servidor', 'servidor', 'online', 'offline', 'timeout', 'timeout',
  1644.             
  1645.             // Usuarios y acceso
  1646.             'usuario', 'usuarios', 'password', 'contraseña', 'login', 'acceso',
  1647.             'autenticacion', 'autorizacion', 'sesion', 'perfil', 'cuenta',
  1648.             
  1649.             // Datos y archivos
  1650.             'datos', 'archivo', 'archivos', 'documento', 'documentos', 'informacion',
  1651.             'base de datos', 'backup', 'respaldo', 'guardar', 'guardado',
  1652.             
  1653.             // Pagos y facturación
  1654.             'pago', 'pagos', 'factura', 'facturas', 'cobro', 'precio', 'costo',
  1655.             'tarifa', 'billing', 'invoice', 'payment', 'charge',
  1656.             
  1657.             // Soporte y ayuda
  1658.             'soporte', 'ayuda', 'asistencia', 'tecnico', 'servicio', 'servicios',
  1659.             'manual', 'guia', 'tutorial', 'instrucciones', 'pasos',
  1660.             
  1661.             // Configuración y ajustes
  1662.             'configuracion', 'ajuste', 'ajustes', 'parametro', 'parametros',
  1663.             'setting', 'settings', 'setup', 'instalacion', 'instalar',
  1664.             
  1665.             // Actualizaciones y cambios
  1666.             'actualizacion', 'update', 'version', 'nuevo', 'nueva', 'cambio',
  1667.             'cambios', 'mejora', 'mejoras', 'nueva version', 'actualizar'
  1668.         ];
  1669.         
  1670.         $text1Words = [];
  1671.         $text2Words = [];
  1672.         
  1673.         // Buscar palabras específicas en ambos textos
  1674.         foreach ($specificWords as $word) {
  1675.             if (stripos($text1, $word) !== false) {
  1676.                 $text1Words[] = $word;
  1677.             }
  1678.             if (stripos($text2, $word) !== false) {
  1679.                 $text2Words[] = $word;
  1680.             }
  1681.         }
  1682.         
  1683.         // Si no hay palabras específicas en ninguno, retornar 0
  1684.         if (empty($text1Words) && empty($text2Words)) {
  1685.             return 0;
  1686.         }
  1687.         
  1688.         // Calcular coincidencias
  1689.         $commonWords = array_intersect($text1Words, $text2Words);
  1690.         $totalWords = array_unique(array_merge($text1Words, $text2Words));
  1691.         
  1692.         // Dar peso extra si hay coincidencias exactas
  1693.         $baseScore = count($totalWords) > 0 ? (count($commonWords) / count($totalWords)) * 100 : 0;
  1694.         
  1695.         // Bonus por coincidencias múltiples
  1696.         $bonus = count($commonWords) * 10;
  1697.         
  1698.         return min(100, $baseScore + $bonus);
  1699.     }
  1701.     /**
  1702.      * Función auxiliar para convertir texto en un slug
  1703.      */
  1704.     private function slugify($text)
  1705.     {
  1706.         // Reemplazar espacios con guiones bajos
  1707.         $text = str_replace(' ', '_', $text);
  1708.         // Eliminar caracteres especiales
  1709.         $text = preg_replace('/[^A-Za-z0-9\-_]/', '', $text);
  1710.         // Convertir a minúsculas
  1711.         return strtolower($text);
  1712.     }
  1714.   
  1716.     /**
  1717.      * Devuelve la configuración de alertas de tickets desde archivo config/ticket_alerts.json
  1718.      */
  1719.     public function getTicketAlertConfigXHR(Request $request)
  1720.     {
  1721.         $kernel = $this->get('kernel');
  1722.         $projectRoot = $kernel->getProjectDir();
  1723.         $configFile = $projectRoot . '/config/ticket_alerts.json';
  1724.         $default = [
  1725.             'ticket_alert_interval' => 1800000,
  1726.             'ticket_alert_enabled' => true,
  1727.             'ticket_alert_days_threshold' => 3
  1728.         ];
  1729.         
  1730.         if (file_exists($configFile)) {
  1731.             $content = file_get_contents($configFile);
  1732.             $params = json_decode($content, true);
  1733.             
  1734.             $interval = isset($params['ticket_alert_interval']) ? (int)$params['ticket_alert_interval'] : $default['ticket_alert_interval'];
  1735.             $enabled = isset($params['ticket_alert_enabled']) ? (bool)$params['ticket_alert_enabled'] : $default['ticket_alert_enabled'];
  1736.             $daysThreshold = isset($params['ticket_alert_days_threshold']) ? (int)$params['ticket_alert_days_threshold'] : $default['ticket_alert_days_threshold'];
  1737.         } else {
  1738.             $interval = $default['ticket_alert_interval'];
  1739.             $enabled = $default['ticket_alert_enabled'];
  1740.             $daysThreshold = $default['ticket_alert_days_threshold'];
  1741.         }
  1742.         $config = [
  1743.             'interval' => $interval,
  1744.             'enabled' => $enabled,
  1745.             'days_threshold' => $daysThreshold,
  1746.             'message' => '¡Hay tickets vencidos!'
  1747.         ];
  1748.         return new JsonResponse($config);
  1749.     }
  1750. }