zammad/app/models/ticket/search.rb

# Copyright (C) 2012-2024 Zammad Foundation, https://zammad-foundation.org/

module Ticket::Search
  extend ActiveSupport::Concern

  # methods defined here are going to extend the class, not the instance of it
  class_methods do

=begin

search tickets preferences

  result = Ticket.search_preferences(user_model)

returns if user has permissions to search

  result = {
    prio: 3000,
    direct_search_index: false
  }

returns if user has no permissions to search

  result = false

=end

    def search_preferences(current_user)
      return false if !current_user.permissions?(['ticket.agent', 'ticket.customer'])

      {
        prio:                3000,
        direct_search_index: false,
      }
    end

=begin

search tickets via search index

  result = Ticket.search(
    current_user: User.find(123),
    query:        'search something',
    scope:        TicketPolicy::ReadScope, # defaults to ReadScope
    limit:        15,
    offset:       100,
  )

returns

  result = [ticket_model1, ticket_model2]

search tickets via search index

  result = Ticket.search(
    current_user: User.find(123),
    query:        'search something',
    limit:        15,
    offset:       100,
    full:         false,
  )

returns

  result = [1,3,5,6,7]

search tickets via database

  result = Ticket.search(
    current_user: User.find(123),
    query: 'some query', # query or condition is required
    scope: TicketPolicy::ReadScope, # defaults to ReadScope
    condition: {
      'tickets.owner_id' => {
        operator: 'is',
        value: user.id,
      },
      'tickets.state_id' => {
        operator: 'is',
        value: Ticket::State.where(
          state_type_id: Ticket::StateType.where(
            name: [
              'pending reminder',
              'pending action',
            ],
          ).map(&:id),
        ),
      },
    },
    limit: 15,
    offset: 100,

    # sort single column
    sort_by: 'created_at',
    order_by: 'asc',

    # sort multiple columns
    sort_by: [ 'created_at', 'updated_at' ],
    order_by: [ 'asc', 'desc' ],

    full: false,
  )

returns

  result = [1,3,5,6,7]

=end

    def search(params)

      # get params
      query        = params[:query]
      condition    = params[:condition]
      scope        = params[:scope] || TicketPolicy::ReadScope
      limit        = params[:limit] || 12
      offset       = params[:offset] || 0
      current_user = params[:current_user]
      full         = false
      if params[:full] == true || params[:full] == 'true' || !params.key?(:full)
        full = true
      end

      sql_helper = ::SqlHelper.new(object: self)

      # check sort
      sort_by = sql_helper.get_sort_by(params, 'updated_at')

      # check order
      order_by = sql_helper.get_order_by(params, 'desc')

      # try search index backend
      if condition.blank? && SearchIndexBackend.enabled?

        query_or = []
        if current_user.permissions?('ticket.agent')
          group_ids = current_user.group_ids_access(scope.const_get(:ACCESS_TYPE))
          if group_ids.present?
            access_condition = {
              'query_string' => { 'default_field' => 'group_id', 'query' => "\"#{group_ids.join('" OR "')}\"" }
            }
            query_or.push(access_condition)
          end
        end
        if current_user.permissions?('ticket.customer')
          organizations_query = current_user.all_organizations.where(shared: true).map { |o| "organization_id:#{o.id}" }.join(' OR ')
          access_condition    = if organizations_query.present?
                                  {
                                    'query_string' => { 'query' => "customer_id:#{current_user.id} OR #{organizations_query}" }
                                  }
                                else
                                  {
                                    'query_string' => { 'default_field' => 'customer_id', 'query' => current_user.id }
                                  }
                                end
          query_or.push(access_condition)
        end

        return [] if query_or.blank?

        query_extension = {
          bool: {
            must: [
              {
                bool: {
                  should: query_or,
                },
              },
            ],
          }
        }

        items = SearchIndexBackend.search(query, 'Ticket', limit:           limit,
                                                           query_extension: query_extension,
                                                           from:            offset,
                                                           sort_by:         sort_by,
                                                           order_by:        order_by)
        if !full
          return items.pluck(:id)
        end

        tickets = []
        items.each do |item|
          ticket = Ticket.lookup(id: item[:id])
          next if !ticket

          tickets.push ticket
        end
        return tickets
      end

      order_sql   = sql_helper.get_order(sort_by, order_by, 'tickets.updated_at DESC')
      tickets_all = scope.new(current_user).resolve
                                           .reorder(Arel.sql(order_sql))
                                           .offset(offset)
                                           .limit(limit)

      ticket_ids = if query
                     tickets_all.joins(:articles)
                                .where(<<~SQL.squish, query: "%#{SqlHelper.quote_like(query.delete('*'))}%")
                                  tickets.title              LIKE :query
                                  OR tickets.number          LIKE :query
                                  OR ticket_articles.body    LIKE :query
                                  OR ticket_articles.from    LIKE :query
                                  OR ticket_articles.to      LIKE :query
                                  OR ticket_articles.subject LIKE :query
                                SQL
                   else
                     query_condition, bind_condition, tables = selector2sql(condition)

                     tickets_all.joins(tables)
                                .where(query_condition, *bind_condition)
                   end.group(:id).pluck(:id)

      if full
        ticket_ids.map { |id| Ticket.lookup(id: id) }
      else
        ticket_ids
      end
    end
  end

end