SupportTicket.php

<?php

namespace App\Models;

use App\Models\SupportTicket\Reply;
use App\SupportTicket\Status;
use Illuminate\Database\Eloquent\Factories\HasFactory;
use Illuminate\Database\Eloquent\Model;
use Illuminate\Database\Eloquent\Relations\BelongsTo;
use Illuminate\Database\Eloquent\Relations\HasMany;
use Illuminate\Database\Eloquent\Relations\HasOne;
use Illuminate\Database\Eloquent\SoftDeletes;

class SupportTicket extends Model
{
    use HasFactory, SoftDeletes;

    protected $fillable = [
        'user_id',
        'mask',
        'subject',
        'message',
        'status',
        'product',
        'issue_type',
        'metadata',
    ];

    protected function casts(): array
    {
        return [
            'status' => Status::class,
            'metadata' => 'array',
        ];
    }

    protected static function booted()
    {
        static::creating(function ($ticket) {
            if (is_null($ticket->mask)) {
                // @TODO Generate a unique mask for the ticket
                $ticket->mask = uniqid('ticket_');
            }
        });
    }

    public function getRouteKeyName(): string
    {
        return 'mask';
    }

    public function replies(): HasMany
    {
        return $this->hasMany(Reply::class)
            ->orderBy('created_at', 'desc');
    }

    public function pinnedNote(): HasOne
    {
        return $this->hasOne(Reply::class)
            ->where('note', true)
            ->where('pinned', true)
            ->latestOfMany();
    }

    public function user(): BelongsTo
    {
        return $this->belongsTo(User::class);
    }
}