feat: add ticket splitting

includes/Api/class-api-bootstrap.php

@@ -32,6 +32,7 @@ public function register_routes(): void
             new Automation_Controller,
             new Dashboard_Controller,
             new Api_Token_Controller,
+            new Ticket_Split_Controller,
         ];
 
         foreach ($controllers as $controller) {

includes/Api/class-ticket-split-controller.php

@@ -0,0 +1,75 @@
+<?php
+
+/**
+ * Ticket Split Controller - REST API endpoint for splitting tickets.
+ */
+
+namespace Escalated\Api;
+
+use Escalated\Services\TicketSplitService;
+use WP_REST_Request;
+use WP_REST_Server;
+
+class Ticket_Split_Controller extends Base_Controller
+{
+    /**
+     * Route base.
+     *
+     * @var string
+     */
+    protected $rest_base = 'tickets/split';
+
+    /**
+     * Register ticket split routes.
+     */
+    public function register_routes(): void
+    {
+        register_rest_route(
+            $this->namespace,
+            '/'.$this->rest_base,
+            [
+                [
+                    'methods' => WP_REST_Server::CREATABLE,
+                    'callback' => [$this, 'split_ticket'],
+                    'permission_callback' => [$this, 'token_permissions_check'],
+                    'args' => [
+                        'reply_id' => [
+                            'required' => true,
+                            'type' => 'integer',
+                            'sanitize_callback' => 'absint',
+                            'description' => __('The reply ID to split into a new ticket.', 'escalated'),
+                        ],
+                    ],
+                ],
+            ]
+        );
+    }
+
+    /**
+     * Split a ticket by reply ID.
+     *
+     * @param  WP_REST_Request  $request  The incoming request.
+     * @return \WP_REST_Response|\WP_Error
+     */
+    public function split_ticket(WP_REST_Request $request)
+    {
+        $reply_id = (int) $request->get_param('reply_id');
+        $user_id = $this->check_token_permission($request, 'ticket.edit');
+
+        if ($user_id === null) {
+            return $this->error('escalated_unauthorized', __('Insufficient permissions.', 'escalated'), 403);
+        }
+
+        try {
+            $service = new TicketSplitService;
+            $new_ticket = $service->split_ticket($reply_id, $user_id);
+
+            return $this->success([
+                'message' => __('Ticket split successfully.', 'escalated'),
+                'ticket' => $new_ticket,
+            ], 201);
+        } catch (\InvalidArgumentException $e) {
+            return $this->error('escalated_split_failed', $e->getMessage(), 404);
+        }
+    }
+}

includes/Services/TicketSplitService.php

@@ -0,0 +1,181 @@
+<?php
+
+namespace Escalated\Services;
+
+use Escalated\Escalated;
+use Escalated\Models\Reply;
+use Escalated\Models\Tag;
+use Escalated\Models\Ticket;
+use Escalated\Models\TicketActivity;
+
+class TicketSplitService
+{
+    /**
+     * Split a ticket by creating a new ticket from a reply's content.
+     *
+     * Copies metadata (requester, tags, priority, department) from the source ticket,
+     * links the two tickets, and logs activity on both.
+     *
+     * @param  int  $reply_id  The reply to split into a new ticket.
+     * @param  int|null  $causer_id  The user performing the split.
+     * @return object The newly created ticket.
+     *
+     * @throws \InvalidArgumentException If the reply or source ticket is not found.
+     */
+    public function split_ticket(int $reply_id, ?int $causer_id = null): object
+    {
+        $reply = Reply::find($reply_id);
+        if (! $reply) {
+            throw new \InvalidArgumentException('Reply not found.');
+        }
+
+        $source_ticket = Ticket::find((int) $reply->ticket_id);
+        if (! $source_ticket) {
+            throw new \InvalidArgumentException('Source ticket not found.');
+        }
+
+        // Create a new ticket from the reply content.
+        $reference = Ticket::generate_reference();
+        $now = current_time('mysql');
+
+        $new_ticket_data = [
+            'reference' => $reference,
+            'requester_id' => $source_ticket->requester_id,
+            'subject' => sprintf('Split from %s: %s', $source_ticket->reference, $source_ticket->subject),
+            'description' => $reply->body,
+            'status' => 'open',
+            'priority' => $source_ticket->priority,
+            'ticket_type' => $source_ticket->ticket_type ?? 'question',
+            'channel' => $source_ticket->channel ?? 'web',
+            'department_id' => $source_ticket->department_id,
+            'metadata' => $source_ticket->metadata,
+            'guest_name' => $source_ticket->guest_name,
+            'guest_email' => $source_ticket->guest_email,
+            'created_at' => $now,
+            'updated_at' => $now,
+        ];
+
+        $new_ticket_id = Ticket::create($new_ticket_data);
+        $new_ticket = Ticket::find($new_ticket_id);
+
+        // Copy tags from source ticket.
+        $tags = Tag::for_ticket((int) $source_ticket->id);
+        foreach ($tags as $tag) {
+            Tag::attach($new_ticket_id, (int) $tag->id);
+        }
+
+        // Link the tickets via metadata.
+        $this->link_tickets((int) $source_ticket->id, $new_ticket_id, $source_ticket->reference, $new_ticket->reference);
+
+        // Log activity on source ticket.
+        TicketActivity::create([
+            'ticket_id' => (int) $source_ticket->id,
+            'causer_id' => $causer_id,
+            'type' => 'ticket_split',
+            'properties' => wp_json_encode([
+                'action' => 'split_to',
+                'new_ticket_id' => $new_ticket_id,
+                'new_ticket_reference' => $new_ticket->reference,
+                'message' => sprintf('Split to #%s', $new_ticket->reference),
+            ]),
+        ]);
+
+        // Log activity on new ticket.
+        TicketActivity::create([
+            'ticket_id' => $new_ticket_id,
+            'causer_id' => $causer_id,
+            'type' => 'ticket_split',
+            'properties' => wp_json_encode([
+                'action' => 'split_from',
+                'source_ticket_id' => (int) $source_ticket->id,
+                'source_ticket_reference' => $source_ticket->reference,
+                'message' => sprintf('Split from #%s', $source_ticket->reference),
+            ]),
+        ]);
+
+        do_action('escalated_ticket_split', $new_ticket, $source_ticket, $reply);
+
+        return $new_ticket;
+    }
+
+    /**
+     * Link two tickets by storing references in their metadata.
+     *
+     * @param  int  $source_id  Source ticket ID.
+     * @param  int  $new_id  New ticket ID.
+     * @param  string  $source_ref  Source ticket reference.
+     * @param  string  $new_ref  New ticket reference.
+     */
+    private function link_tickets(int $source_id, int $new_id, string $source_ref, string $new_ref): void
+    {
+        global $wpdb;
+        $table = Escalated::table('ticket_links');
+
+        // Create the links table if it doesn't exist.
+        $this->ensure_links_table();
+
+        $now = current_time('mysql');
+
+        $wpdb->insert($table, [
+            'ticket_id' => $source_id,
+            'linked_ticket_id' => $new_id,
+            'link_type' => 'split',
+            'created_at' => $now,
+        ]);
+
+        $wpdb->insert($table, [
+            'ticket_id' => $new_id,
+            'linked_ticket_id' => $source_id,
+            'link_type' => 'split',
+            'created_at' => $now,
+        ]);
+    }
+
+    /**
+     * Get linked tickets for a given ticket.
+     *
+     * @param  int  $ticket_id  The ticket ID.
+     * @return array Array of linked ticket objects.
+     */
+    public static function get_linked_tickets(int $ticket_id): array
+    {
+        global $wpdb;
+        $links_table = Escalated::table('ticket_links');
+        $tickets_table = Escalated::table('tickets');
+
+        return $wpdb->get_results(
+            $wpdb->prepare(
+                "SELECT t.*, tl.link_type FROM {$links_table} AS tl
+                 INNER JOIN {$tickets_table} AS t ON t.id = tl.linked_ticket_id
+                 WHERE tl.ticket_id = %d AND t.deleted_at IS NULL
+                 ORDER BY tl.created_at DESC",
+                $ticket_id
+            )
+        ) ?: [];
+    }
+
+    /**
+     * Ensure the ticket_links table exists.
+     */
+    private function ensure_links_table(): void
+    {
+        global $wpdb;
+        $table = Escalated::table('ticket_links');
+        $charset_collate = $wpdb->get_charset_collate();
+
+        require_once ABSPATH.'wp-admin/includes/upgrade.php';
+
+        $sql = "CREATE TABLE {$table} (
+            id BIGINT UNSIGNED NOT NULL AUTO_INCREMENT,
+            ticket_id BIGINT UNSIGNED NOT NULL,
+            linked_ticket_id BIGINT UNSIGNED NOT NULL,
+            link_type VARCHAR(50) DEFAULT 'split',
+            created_at DATETIME,
+            PRIMARY KEY  (id),
+            KEY ticket_id (ticket_id),
+            KEY linked_ticket_id (linked_ticket_id)
+        ) $charset_collate;";
+
+        dbDelta($sql);
+    }
+}