feat: helpdesk automation engine + scheduled task plugin

Automation engine in TicketsModel: - Condition evaluator: field/op/value with eq, neq, gt, lt, in, not_in - Action executor: set_status, set_priority, assign, add_note - Trigger events: ticket_created, ticket_replied, status_changed, scheduled - Hooks wired into createTicket, addReply, updateStatus Scheduled task plugin (plg_task_mokowaas_tickets): - Runs all 'scheduled' automation rules against non-closed tickets - Evaluates age_hours, status, priority, sla_responded - Joomla Scheduler integration via TaskPluginTrait Default automation rules: 1. Auto-close resolved tickets after 7 days 2. Escalate urgent tickets with no response in 1 hour 3. Notify on high/urgent ticket creation Also: - Added #__mokowaas_ticket_automation table - Fixed dashboard ImportModel null error (direct instantiation) - Added task plugin to package manifest + script.php Authored-by: Moko Consulting Co-Authored-By: Claude Opus 4.6 (1M context) <noreply@anthropic.com>
2026-06-02 19:29:10 -05:00
parent d73b8b06ef
commit ac920b997a
10 changed files with 392 additions and 3 deletions
@@ -61,6 +61,23 @@ CREATE TABLE IF NOT EXISTS `#__mokowaas_ticket_canned` (
  PRIMARY KEY (`id`)
 ) ENGINE=InnoDB DEFAULT CHARSET=utf8mb4;

+CREATE TABLE IF NOT EXISTS `#__mokowaas_ticket_automation` (
+  `id` INT UNSIGNED NOT NULL AUTO_INCREMENT,
+  `title` VARCHAR(255) NOT NULL,
+  `trigger_event` VARCHAR(50) NOT NULL DEFAULT 'ticket_created',
+  `conditions` TEXT NOT NULL DEFAULT '[]',
+  `actions` TEXT NOT NULL DEFAULT '[]',
+  `enabled` TINYINT NOT NULL DEFAULT 1,
+  `ordering` INT NOT NULL DEFAULT 0,
+  PRIMARY KEY (`id`)
+) ENGINE=InnoDB DEFAULT CHARSET=utf8mb4;
+
+-- Default automation rules
+INSERT IGNORE INTO `#__mokowaas_ticket_automation` (`id`, `title`, `trigger_event`, `conditions`, `actions`, `enabled`, `ordering`) VALUES
+(1, 'Auto-close resolved tickets after 7 days', 'scheduled', '[{"field":"status","op":"eq","value":"resolved"},{"field":"age_hours","op":"gt","value":"168"}]', '[{"type":"set_status","value":"closed"},{"type":"add_note","value":"Auto-closed after 7 days with no response."}]', 1, 1),
+(2, 'Escalate urgent tickets with no response in 1 hour', 'scheduled', '[{"field":"priority","op":"eq","value":"urgent"},{"field":"sla_responded","op":"eq","value":"0"},{"field":"age_hours","op":"gt","value":"1"}]', '[{"type":"add_note","value":"SLA BREACH: Urgent ticket has no staff response after 1 hour."}]', 1, 2),
+(3, 'Notify on high priority ticket creation', 'ticket_created', '[{"field":"priority","op":"in","value":"high,urgent"}]', '[{"type":"add_note","value":"High/urgent ticket created — requires immediate attention."}]', 1, 3);
+
 -- Default categories
 INSERT IGNORE INTO `#__mokowaas_ticket_categories` (`id`, `title`, `alias`, `description`, `sla_response_minutes`, `sla_resolution_minutes`, `ordering`) VALUES
 (1, 'General Support', 'general-support', 'General questions and assistance', 480, 2880, 1),
@@ -173,6 +173,9 @@ class TicketsModel extends BaseDatabaseModel

 			$db->insertObject('#__mokowaas_tickets', $ticket, 'id');

+			// Run automation
+			$this->runAutomation('ticket_created', (int) $ticket->id);
+
 			return ['success' => true, 'message' => 'Ticket #' . $ticket->id . ' created.', 'id' => (int) $ticket->id];
 		}
 		catch (\Throwable $e)
@@ -212,6 +215,9 @@ class TicketsModel extends BaseDatabaseModel
 					->where($db->quoteName('sla_responded') . ' = 0')
 			)->execute();

+			// Run automation
+			$this->runAutomation('ticket_replied', $ticketId);
+
 			return ['success' => true, 'message' => 'Reply added.'];
 		}
 		catch (\Throwable $e)
@@ -259,6 +265,9 @@ class TicketsModel extends BaseDatabaseModel
 					->where($db->quoteName('id') . ' = ' . $ticketId)
 			)->execute();

+			// Run automation
+			$this->runAutomation('status_changed', $ticketId);
+
 			return ['success' => true, 'message' => 'Status updated to ' . $status . '.'];
 		}
 		catch (\Throwable $e)
@@ -351,6 +360,235 @@ class TicketsModel extends BaseDatabaseModel
 		return $db->loadObjectList() ?: [];
 	}

+	// ==================================================================
+	// Automation Engine
+	// ==================================================================
+
+	/**
+	 * Run automation rules for a specific trigger event against a ticket.
+	 *
+	 * @param  string  $event     trigger_event: ticket_created, ticket_replied, status_changed, scheduled
+	 * @param  int     $ticketId  The ticket to evaluate
+	 */
+	public function runAutomation(string $event, int $ticketId): void
+	{
+		try
+		{
+			$db = $this->getDatabase();
+
+			// Load enabled rules for this event
+			$query = $db->getQuery(true)
+				->select('*')
+				->from($db->quoteName('#__mokowaas_ticket_automation'))
+				->where($db->quoteName('trigger_event') . ' = ' . $db->quote($event))
+				->where($db->quoteName('enabled') . ' = 1')
+				->order($db->quoteName('ordering') . ' ASC');
+			$db->setQuery($query);
+			$rules = $db->loadObjectList() ?: [];
+
+			if (empty($rules))
+			{
+				return;
+			}
+
+			// Load the ticket
+			$ticket = $this->getTicket($ticketId);
+
+			if (!$ticket)
+			{
+				return;
+			}
+
+			// Calculate age in hours
+			$ticket->age_hours = (time() - strtotime($ticket->created)) / 3600;
+
+			foreach ($rules as $rule)
+			{
+				$conditions = json_decode($rule->conditions, true) ?: [];
+				$actions    = json_decode($rule->actions, true) ?: [];
+
+				if ($this->evaluateConditions($conditions, $ticket))
+				{
+					$this->executeActions($actions, $ticketId, $ticket);
+				}
+			}
+		}
+		catch (\Throwable $e)
+		{
+			\Joomla\CMS\Log\Log::add('Automation error: ' . $e->getMessage(), \Joomla\CMS\Log\Log::WARNING, 'mokowaas');
+		}
+	}
+
+	/**
+	 * Run all scheduled automation rules against all open tickets.
+	 */
+	public function runScheduledAutomation(): array
+	{
+		$db      = $this->getDatabase();
+		$results = ['evaluated' => 0, 'acted' => 0];
+
+		// Load scheduled rules
+		$query = $db->getQuery(true)
+			->select('*')
+			->from($db->quoteName('#__mokowaas_ticket_automation'))
+			->where($db->quoteName('trigger_event') . ' = ' . $db->quote('scheduled'))
+			->where($db->quoteName('enabled') . ' = 1')
+			->order($db->quoteName('ordering') . ' ASC');
+		$db->setQuery($query);
+		$rules = $db->loadObjectList() ?: [];
+
+		if (empty($rules))
+		{
+			return $results;
+		}
+
+		// Load all non-closed tickets
+		$query = $db->getQuery(true)
+			->select('*')
+			->from($db->quoteName('#__mokowaas_tickets'))
+			->where($db->quoteName('status') . ' != ' . $db->quote('closed'));
+		$db->setQuery($query);
+		$tickets = $db->loadObjectList() ?: [];
+
+		foreach ($tickets as $ticket)
+		{
+			$ticket->age_hours = (time() - strtotime($ticket->created)) / 3600;
+			$ticket->replies   = [];
+			$results['evaluated']++;
+
+			foreach ($rules as $rule)
+			{
+				$conditions = json_decode($rule->conditions, true) ?: [];
+				$actions    = json_decode($rule->actions, true) ?: [];
+
+				if ($this->evaluateConditions($conditions, $ticket))
+				{
+					$this->executeActions($actions, (int) $ticket->id, $ticket);
+					$results['acted']++;
+				}
+			}
+		}
+
+		return $results;
+	}
+
+	/**
+	 * Evaluate a set of conditions against a ticket (all must match).
+	 */
+	private function evaluateConditions(array $conditions, object $ticket): bool
+	{
+		foreach ($conditions as $cond)
+		{
+			$field = $cond['field'] ?? '';
+			$op    = $cond['op'] ?? 'eq';
+			$value = $cond['value'] ?? '';
+
+			$ticketValue = $ticket->{$field} ?? null;
+
+			if ($ticketValue === null)
+			{
+				return false;
+			}
+
+			switch ($op)
+			{
+				case 'eq':
+					if ((string) $ticketValue !== (string) $value) return false;
+					break;
+				case 'neq':
+					if ((string) $ticketValue === (string) $value) return false;
+					break;
+				case 'gt':
+					if ((float) $ticketValue <= (float) $value) return false;
+					break;
+				case 'lt':
+					if ((float) $ticketValue >= (float) $value) return false;
+					break;
+				case 'in':
+					$list = array_map('trim', explode(',', $value));
+					if (!\in_array((string) $ticketValue, $list, true)) return false;
+					break;
+				case 'not_in':
+					$list = array_map('trim', explode(',', $value));
+					if (\in_array((string) $ticketValue, $list, true)) return false;
+					break;
+				default:
+					return false;
+			}
+		}
+
+		return true;
+	}
+
+	/**
+	 * Execute a set of actions on a ticket.
+	 */
+	private function executeActions(array $actions, int $ticketId, object $ticket): void
+	{
+		$db  = $this->getDatabase();
+		$now = Factory::getDate()->toSql();
+
+		foreach ($actions as $action)
+		{
+			$type  = $action['type'] ?? '';
+			$value = $action['value'] ?? '';
+
+			switch ($type)
+			{
+				case 'set_status':
+					$this->updateStatus($ticketId, $value);
+					break;
+
+				case 'set_priority':
+					$db->setQuery(
+						$db->getQuery(true)
+							->update($db->quoteName('#__mokowaas_tickets'))
+							->set($db->quoteName('priority') . ' = ' . $db->quote($value))
+							->set($db->quoteName('modified') . ' = ' . $db->quote($now))
+							->where($db->quoteName('id') . ' = ' . $ticketId)
+					)->execute();
+					break;
+
+				case 'assign':
+					$db->setQuery(
+						$db->getQuery(true)
+							->update($db->quoteName('#__mokowaas_tickets'))
+							->set($db->quoteName('assigned_to') . ' = ' . (int) $value)
+							->set($db->quoteName('modified') . ' = ' . $db->quote($now))
+							->where($db->quoteName('id') . ' = ' . $ticketId)
+					)->execute();
+					break;
+
+				case 'add_note':
+					$reply = (object) [
+						'ticket_id'   => $ticketId,
+						'user_id'     => 0,
+						'body'        => $value,
+						'is_internal' => 1,
+						'created'     => $now,
+					];
+					$db->insertObject('#__mokowaas_ticket_replies', $reply, 'id');
+					break;
+			}
+		}
+	}
+
+	/**
+	 * Get all automation rules.
+	 */
+	public function getAutomationRules(): array
+	{
+		$db = $this->getDatabase();
+		$db->setQuery(
+			$db->getQuery(true)
+				->select('*')
+				->from($db->quoteName('#__mokowaas_ticket_automation'))
+				->order($db->quoteName('ordering') . ' ASC')
+		);
+
+		return $db->loadObjectList() ?: [];
+	}
+
 	// ==================================================================
 	// Akeeba Ticket System Importer
 	// ==================================================================
@@ -36,9 +36,17 @@ class HtmlView extends BaseHtmlView
 		$this->wafBlocks       = $model->getRecentWafBlocks(5);

 		// Check for importable Akeeba data
-		$importModel              = $this->getModel('Import');
-		$this->adminToolsAvailable = $importModel->checkAdminToolsAvailable();
-		$this->atsAvailable        = $importModel->checkAtsAvailable();
+		try
+		{
+			$importModel = new \Moko\Component\MokoWaaS\Administrator\Model\ImportModel();
+			$this->adminToolsAvailable = $importModel->checkAdminToolsAvailable();
+			$this->atsAvailable        = $importModel->checkAtsAvailable();
+		}
+		catch (\Throwable $e)
+		{
+			$this->adminToolsAvailable = null;
+			$this->atsAvailable        = null;
+		}

 		$this->addToolbar();

@@ -0,0 +1,4 @@
+PLG_TASK_MOKOWAAS_TICKETS="Task - MokoWaaS Ticket Automation"
+PLG_TASK_MOKOWAAS_TICKETS_DESC="Runs scheduled helpdesk automation rules."
+PLG_TASK_MOKOWAAS_TICKETS_AUTOMATION_TITLE="MokoWaaS: Ticket Automation"
+PLG_TASK_MOKOWAAS_TICKETS_AUTOMATION_DESC="Runs time-based automation rules against open tickets (auto-close, SLA escalation, etc.)."
@@ -0,0 +1,2 @@
+PLG_TASK_MOKOWAAS_TICKETS="Task - MokoWaaS Ticket Automation"
+PLG_TASK_MOKOWAAS_TICKETS_DESC="Runs scheduled helpdesk automation rules — auto-close, SLA escalation, and time-based actions."
@@ -0,0 +1,25 @@
+<?xml version="1.0" encoding="utf-8"?>
+<extension type="plugin" group="task" method="upgrade">
+	<name>Task - MokoWaaS Ticket Automation</name>
+	<element>mokowaas_tickets</element>
+	<author>Moko Consulting</author>
+	<creationDate>2026-06-02</creationDate>
+	<copyright>Copyright (C) 2026 Moko Consulting. All rights reserved.</copyright>
+	<license>GPL-3.0-or-later</license>
+	<authorEmail>hello@mokoconsulting.tech</authorEmail>
+	<authorUrl>https://mokoconsulting.tech</authorUrl>
+	<version>02.32.00</version>
+	<description>Runs scheduled helpdesk automation rules — auto-close resolved tickets, SLA breach escalation, and time-based actions.</description>
+	<namespace path="src">Moko\Plugin\Task\MokoWaaSTickets</namespace>
+
+	<files>
+		<folder>src</folder>
+		<folder>services</folder>
+		<folder>language</folder>
+	</files>
+
+	<languages folder="language">
+		<language tag="en-GB">en-GB/plg_task_mokowaas_tickets.ini</language>
+		<language tag="en-GB">en-GB/plg_task_mokowaas_tickets.sys.ini</language>
+	</languages>
+</extension>
@@ -0,0 +1,27 @@
+<?php
+defined('_JEXEC') or die;
+
+use Joomla\CMS\Extension\PluginInterface;
+use Joomla\CMS\Factory;
+use Joomla\CMS\Plugin\PluginHelper;
+use Joomla\DI\Container;
+use Joomla\DI\ServiceProviderInterface;
+use Joomla\Event\DispatcherInterface;
+use Moko\Plugin\Task\MokoWaaSTickets\Extension\TicketAutomation;
+
+return new class implements ServiceProviderInterface
+{
+	public function register(Container $container): void
+	{
+		$container->set(
+			PluginInterface::class,
+			function (Container $container) {
+				$dispatcher = $container->get(DispatcherInterface::class);
+				$plugin     = new TicketAutomation($dispatcher, (array) PluginHelper::getPlugin('task', 'mokowaas_tickets'));
+				$plugin->setApplication(Factory::getApplication());
+
+				return $plugin;
+			}
+		);
+	}
+};
@@ -0,0 +1,65 @@
+<?php
+/**
+ * @package     MokoWaaS
+ * @subpackage  plg_task_mokowaas_tickets
+ * @copyright   Copyright (C) 2026 Moko Consulting. All rights reserved.
+ * @license     GNU General Public License version 3 or later; see LICENSE
+ */
+
+namespace Moko\Plugin\Task\MokoWaaSTickets\Extension;
+
+defined('_JEXEC') or die;
+
+use Joomla\CMS\Plugin\CMSPlugin;
+use Joomla\Component\Scheduler\Administrator\Event\ExecuteTaskEvent;
+use Joomla\Component\Scheduler\Administrator\Task\Status;
+use Joomla\Component\Scheduler\Administrator\Traits\TaskPluginTrait;
+use Joomla\Event\SubscriberInterface;
+use Moko\Component\MokoWaaS\Administrator\Model\TicketsModel;
+
+class TicketAutomation extends CMSPlugin implements SubscriberInterface
+{
+	use TaskPluginTrait;
+
+	protected const TASKS_MAP = [
+		'mokowaas.ticket.automation' => [
+			'langConstPrefix' => 'PLG_TASK_MOKOWAAS_TICKETS_AUTOMATION',
+			'method'          => 'runAutomation',
+		],
+	];
+
+	protected $autoloadLanguage = true;
+
+	public static function getSubscribedEvents(): array
+	{
+		return [
+			'onTaskOptionsList'    => 'advertiseRoutines',
+			'onExecuteTask'        => 'standardRoutineHandler',
+			'onContentPrepareForm' => 'enhanceTaskItemForm',
+		];
+	}
+
+	/**
+	 * Run all scheduled automation rules against open tickets.
+	 */
+	private function runAutomation(ExecuteTaskEvent $event): int
+	{
+		try
+		{
+			$model   = new TicketsModel();
+			$results = $model->runScheduledAutomation();
+
+			$this->logTask(
+				\sprintf('Ticket automation: evaluated %d tickets, acted on %d', $results['evaluated'], $results['acted'])
+			);
+
+			return Status::OK;
+		}
+		catch (\Throwable $e)
+		{
+			$this->logTask('Ticket automation failed: ' . $e->getMessage(), 'error');
+
+			return Status::KNOCKOUT;
+		}
+	}
+}
@@ -24,6 +24,7 @@
 		<file type="plugin" id="plg_webservices_perfectpublisher" group="webservices">plg_webservices_perfectpublisher.zip</file>
 		<file type="plugin" id="plg_task_mokowaasdemo" group="task">plg_task_mokowaasdemo.zip</file>
 		<file type="plugin" id="plg_task_mokowaassync" group="task">plg_task_mokowaassync.zip</file>
+		<file type="plugin" id="plg_task_mokowaas_tickets" group="task">plg_task_mokowaas_tickets.zip</file>
 		<file type="template" id="mokoonyx" client="site">tpl_mokoonyx.zip</file>
 	</files>

@@ -47,6 +47,7 @@ class Pkg_MokowaasInstallerScript
 		$this->enablePlugin('webservices', 'mokowaas');
 		$this->enablePlugin('task', 'mokowaasdemo');
 		$this->enablePlugin('task', 'mokowaassync');
+		$this->enablePlugin('task', 'mokowaas_tickets');

 		// Migrate params from core plugin to feature plugins (one-time)
 		$this->migrateFeatureParams();
@@ -411,6 +412,7 @@ class Pkg_MokowaasInstallerScript
 				$db->quote('mod_mokowaas_cpanel'),
 				$db->quote('mokowaasdemo'),
 				$db->quote('mokowaassync'),
+				$db->quote('mokowaas_tickets'),
 				$db->quote('perfectpublisher'),
 				$db->quote('mokoonyx'),
 			];