portal-api/app/Models/Ticket.php

<?php

namespace App\Models;

use App\Traits\LogsActivity;
use Illuminate\Database\Eloquent\Factories\HasFactory;
use Illuminate\Database\Eloquent\Model;
use Illuminate\Support\Collection;

class Ticket extends Model
{
    use HasFactory, LogsActivity;

    public const UNRESOLVED_STATUSES = ['open', 'pending'];

    public const STATUS_LABELS = [
        'open'     => 'Mở',
        'pending'  => 'Đang xử lý',
        'resolved' => 'Đã giải quyết',
        'closed'   => 'Đã đóng',
    ];

    public const PRIORITY_LABELS = [
        'low'    => 'Thấp',
        'medium' => 'Trung bình',
        'high'   => 'Cao',
    ];

    public const ROOM_LABELS = [
        'technical' => 'Kỹ thuật',
        'sales'     => 'Bán hàng',
    ];

    protected $table = 'ticket';

    protected $fillable = [
        'uuid',
        'ticket_num',
        'subject',
        'customer_id',
        'service_uuid',
        'description',
        'status',
        'room',
        'data',
        'gallery',
    ];

    protected $casts = [
        'gallery' => 'array',
    ];

    public function priority(): ?string
    {
        $data = is_string($this->data) ? json_decode($this->data, true) : $this->data;

        return is_array($data) ? ($data['priority'] ?? null) : null;
    }

    /**
     * @return Collection<int, array{from: ?string, to: string, causer_type: ?string, causer_name: ?string, created_at: mixed}>
     */
    public function statusHistory(): Collection
    {
        return ActivityLog::query()
            ->where('subject_type', self::class)
            ->where('subject_id', $this->id)
            ->whereIn('event', ['created', 'updated'])
            ->whereNotNull('new_values->status')
            ->latest('id')
            ->get(['old_values', 'new_values', 'causer_type', 'causer_name', 'created_at'])
            ->map(fn (ActivityLog $log) => [
                'from'        => $log->old_values['status'] ?? null,
                'to'          => $log->new_values['status'],
                'causer_type' => $log->causer_type,
                'causer_name' => $log->causer_name,
                'created_at'  => $log->created_at,
            ]);
    }

    public function roomLabel(): ?string
    {
        return $this->room ? (self::ROOM_LABELS[$this->room] ?? $this->room) : null;
    }

    public function customer()
    {
        return $this->belongsTo(\App\Models\Customer::class);
    }

    public function reply()
    {
        return $this->hasMany(\App\Models\TicketReply::class,'ticket_id','id');
    }
}