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Merged
milirezai merged 3 commits into from
Aug 21, 2026
+175 −13
Merged

feature/auto-assignment #52

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6239a32
feat: add auto assignment to store method in ticket controller
MahdiiMax Aug 20, 2026
378064d
fix: eager load assignedTo after auto-assignment
MahdiiMax Aug 20, 2026
7972b8f
test: add auto-assignment feature tests
MahdiiMax Aug 20, 2026
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47 changes: 34 additions & 13 deletions app/Http/Controllers/Api/V1/Ticket/TicketController.php
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Original file line number Diff line number Diff line change
Expand Up @@ -2,6 +2,7 @@

namespace App\Http\Controllers\Api\V1\Ticket;

use App\Events\Activity\TicketAssigned;
use App\Events\Activity\TicketAttachment;
use App\Events\Activity\TicketCategoryChanged;
use App\Events\Activity\TicketCreate;
Expand All @@ -21,6 +22,7 @@
use App\Models\Ticket\TicketFile;
use App\Models\Ticket\TicketMessage;
use App\Models\Ticket\TicketStatus;
use App\Models\User\User;
use Illuminate\Http\Request;
use Illuminate\Support\Str;

Expand Down Expand Up @@ -57,14 +59,33 @@ public function store(TicketRequest $request)
'action' => 'ticket.create',
'user' => $ticket->user->id,
'subject' => $ticket,
'description' => $request->user()->first_name.' create a new ticket #'.$ticket->id,
'description' => $request->user()->first_name . ' create a new ticket #' . $ticket->id,
'properties' => [
'category' => $ticket->category->name,
'priority' => $ticket->priority->name,
'status' => $ticket->status->name
]
]));

$expert = User::whereHas('roles', fn($q) => $q->where('name', 'expert'))
->whereHas('expertCategories', fn($q) => $q->where('ticket_category_id', $ticket->ticket_category_id))
->withCount('assignedTickets')
->orderBy('assigned_tickets_count')
->first();

if ($expert) {
$ticket->update(['assigned_to' => $expert->id]);
event(new TicketAssigned([
'action' => 'ticket.assigned',
'user' => $request->user()->id,
'subject' => $ticket,
'description' => $request->user()->first_name . ' created ticket #' . $ticket->id . ' assigned to ' . $expert->first_name,
'properties' => [
'old' => null,
'new' => $expert->id,
]
]));
}
$ticket->load('assignedTo');

$messageInputs = [
'content' => $request->input('content'),
Expand All @@ -77,7 +98,7 @@ public function store(TicketRequest $request)
'action' => 'ticket.message_add',
'user' => $request->user()->id,
'subject' => $ticket,
'description' => $request->user()->first_name.' create a message for ticket #'.$ticket->id,
'description' => $request->user()->first_name . ' create a message for ticket #' . $ticket->id,
'properties' => [
'message_id' => $message->id
]
Expand All @@ -100,7 +121,7 @@ public function store(TicketRequest $request)
'action' => 'ticket.file_attach',
'user' => $request->user()->id,
'subject' => $ticket,
'description' => $request->user()->first_name.' attach a file for ticket #'.$ticket->id,
'description' => $request->user()->first_name . ' attach a file for ticket #' . $ticket->id,
'properties' => []
]));

Expand All @@ -122,39 +143,39 @@ public function show(Ticket $ticket)
public function update(TicketRequest $request, Ticket $ticket)
{

$request->whenFilled('ticket_status_id',function ($ticket_status_id) use ($ticket, $request){
$new_status = TicketStatus::where('id',$request->input('ticket_status_id'))->get()->first()->name;
$request->whenFilled('ticket_status_id', function ($ticket_status_id) use ($ticket, $request) {
$new_status = TicketStatus::where('id', $request->input('ticket_status_id'))->get()->first()->name;
event(new TicketStatusChanged([
'action' => 'ticket.status_change',
'user' => $request->user()->id,
'subject' => $ticket,
'description' => $request->user()->first_name.' change status for ticket #'.$ticket->id. ' from '. $ticket->status->name. ' to '.$new_status,
'description' => $request->user()->first_name . ' change status for ticket #' . $ticket->id . ' from ' . $ticket->status->name . ' to ' . $new_status,
'properties' => [
'old' => $ticket->status->name,
'new' => $new_status,
]
]));
});
$request->whenFilled('ticket_priority_id',function ($ticket_priority_id) use ($ticket,$request){
$new_priority = TicketPriority::where('id',$request->input('ticket_priority_id'))->get()->first()->name;
$request->whenFilled('ticket_priority_id', function ($ticket_priority_id) use ($ticket, $request) {
$new_priority = TicketPriority::where('id', $request->input('ticket_priority_id'))->get()->first()->name;
event(new TicketPriorityChanged([
'action' => 'ticket.priority_change',
'user' => $request->user()->id,
'subject' => $ticket,
'description' => $request->user()->first_name.' change priority for ticket #'.$ticket->id. ' from '. $ticket->priority->name. ' to '.$new_priority,
'description' => $request->user()->first_name . ' change priority for ticket #' . $ticket->id . ' from ' . $ticket->priority->name . ' to ' . $new_priority,
'properties' => [
'old' => $ticket->priority->name,
'new' => $new_priority,
]
]));
});
$request->whenFilled('ticket_category_id',function ($ticket_category_id) use ($ticket,$request){
$new_category = TicketCategory::where('id',$request->input('ticket_category_id'))->get()->first()->name;
$request->whenFilled('ticket_category_id', function ($ticket_category_id) use ($ticket, $request) {
$new_category = TicketCategory::where('id', $request->input('ticket_category_id'))->get()->first()->name;
event(new TicketCategoryChanged([
'action' => 'ticket.catefory_change',
'user' => $request->user()->id,
'subject' => $ticket,
'description' => $request->user()->first_name.' change category for ticket #'.$ticket->id. ' from '. $ticket->category->name. ' to '.$new_category,
'description' => $request->user()->first_name . ' change category for ticket #' . $ticket->id . ' from ' . $ticket->category->name . ' to ' . $new_category,
'properties' => [
'old' => $ticket->category->name,
'new' => $new_category,
Expand Down
141 changes: 141 additions & 0 deletions tests/Feature/TicketAutoAssignTest.php
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Original file line number Diff line number Diff line change
@@ -0,0 +1,141 @@
<?php

namespace Tests\Feature;

use App\Events\Activity\TicketAssigned;
use App\Models\Access\Role;
use App\Models\Ticket\Ticket;
use App\Models\Ticket\TicketCategory;
use App\Models\Ticket\TicketPriority;
use App\Models\Ticket\TicketStatus;
use App\Models\User\User;
use App\Services\ResponseTime\ResponseTimer;
use Illuminate\Foundation\Testing\RefreshDatabase;
use Illuminate\Foundation\Testing\WithFaker;
use Illuminate\Support\Facades\Event;
use Laravel\Sanctum\Sanctum;
use Tests\TestCase;

class TicketAutoAssignTest extends TestCase
{
use RefreshDatabase;

private Role $expertRole;

protected function setUp(): void
{
parent::setUp();
$this->expertRole = Role::create(['name' => 'expert', 'description' => 'Expert', 'status' => 1]);
Role::create(['name' => 'regular-user', 'description' => 'Regular User', 'status' => 1]);
$this->mock(ResponseTimer::class, function ($mock) {
$mock->shouldReceive('evaluateTime')->once();
});
}

private function makeExpert(): User
{
$user = User::factory()->create();
$user->roles()->attach($this->expertRole);
return $user;
}

private function createTicketAs(User $user, int $categoryId): void
{
$this->postJson(route('tickets.store'), [
'subject' => 'Test subject for ticket',
'content' => 'This is a test message content for the ticket',
'ticket_category_id' => $categoryId,
'ticket_priority_id' => TicketPriority::factory()->create()->id,
'ticket_status_id' => TicketStatus::factory()->create(['name' => 'open'])->id,
]);
}

public function test_ticket_auto_assigned_to_expert_with_matching_category(): void
{
$category = TicketCategory::factory()->create();
$expert = $this->makeExpert();
$expert->expertCategories()->attach($category->id);
$user = User::factory()->create();
Sanctum::actingAs($user);
$this->createTicketAs($user, $category->id);
$ticket = Ticket::latest()->first();
$this->assertEquals($expert->id, $ticket->assigned_to);
}

public function test_ticket_stays_unassigned_when_no_expert_has_category(): void
{
$category = TicketCategory::factory()->create();
$otherCategory = TicketCategory::factory()->create();
$expert = $this->makeExpert();
$expert->expertCategories()->attach($otherCategory->id);
$user = User::factory()->create();
Sanctum::actingAs($user);
$this->createTicketAs($user, $category->id);
$ticket = Ticket::latest()->first();
$this->assertNull($ticket->assigned_to);
}

public function test_ticket_assigned_to_least_loaded_expert(): void
{
$category = TicketCategory::factory()->create();
$busyExpert = $this->makeExpert();
$busyExpert->expertCategories()->attach($category->id);
$freeExpert = $this->makeExpert();
$freeExpert->expertCategories()->attach($category->id);
$owner = User::factory()->create();
for ($i = 0; $i < 3; $i++) {
Ticket::factory()->create([
'user_id' => $owner->id,
'assigned_to' => $busyExpert->id,
'ticket_category_id' => $category->id,
'ticket_priority_id' => TicketPriority::factory()->create()->id,
'ticket_status_id' => TicketStatus::factory()->create(['name' => 'open'])->id,
]);
}
$user = User::factory()->create();
Sanctum::actingAs($user);
$this->createTicketAs($user, $category->id);
$ticket = Ticket::latest('id')->first();
$this->assertEquals($freeExpert->id, $ticket->assigned_to);
}

public function test_ticket_assigned_event_fires_on_auto_assignment(): void
{
Event::fake([TicketAssigned::class]);
$category = TicketCategory::factory()->create();
$expert = $this->makeExpert();
$expert->expertCategories()->attach($category->id);
$user = User::factory()->create();
Sanctum::actingAs($user);
$this->createTicketAs($user, $category->id);
Event::assertDispatched(TicketAssigned::class);
}

public function test_ticket_not_assigned_to_non_expert_user(): void
{
$category = TicketCategory::factory()->create();
$regularUser = User::factory()->create();
$regularUser->expertCategories()->attach($category->id);
$user = User::factory()->create();
Sanctum::actingAs($user);
$this->createTicketAs($user, $category->id);
$ticket = Ticket::latest()->first();
$this->assertNull($ticket->assigned_to);
}

public function test_ticket_assigned_to_only_matching_expert(): void
{
$category = TicketCategory::factory()->create();
$otherCategory = TicketCategory::factory()->create();
$matchingExpert = $this->makeExpert();
$matchingExpert->expertCategories()->attach($category->id);
$wrongExpert = $this->makeExpert();
$wrongExpert->expertCategories()->attach($otherCategory->id);
$user = User::factory()->create();
Sanctum::actingAs($user);
$this->createTicketAs($user, $category->id);
$ticket = Ticket::latest()->first();
$this->assertEquals($matchingExpert->id, $ticket->assigned_to);
$this->assertNotEquals($wrongExpert->id, $ticket->assigned_to);
}
}