4799282579
投诉工单页对应 API：GET/POST /gongdan/admin/club-config/ Co-authored-by: Cursor <cursoragent@cursor.com>
738 lines
27 KiB
Python
738 lines
27 KiB
Python
"""工单业务：创建 / 升级 / 客服处理 / 提现拦截 / 列表范围。"""
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from __future__ import annotations
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import logging
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import random
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import time
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from django.db import transaction
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from django.db.models import Q
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from django.utils import timezone
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from gongdan.constants import (
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TYPE_ORDER, TYPE_RECHARGE, TYPE_PENALTY, TYPE_GUANSHI, TYPE_FRAUD, TYPE_ZUZHANG,
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TYPE_LABELS, STATUS_PROCESSING, STATUS_DONE, STATUS_DISSATISFIED, STATUS_CLOSED,
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STATUS_NEGOTIATING, STATUS_LABELS, OPEN_STATUSES, MAX_IMAGES, MAX_SHUOMING_LEN,
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MAX_SHENGJI_TIMES, TARGET_ROLE_GUANSHI, TARGET_ROLE_ZUZHANG, TARGET_ROLE_LABELS,
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TARGET_ROLE_DASHOU, TARGET_ROLE_PLATFORM,
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)
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from gongdan.models import Gongdan, GongdanImage, GongdanShengji, ClubGongdanConfig
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logger = logging.getLogger(__name__)
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class GongdanError(Exception):
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def __init__(self, message, code='error'):
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super().__init__(message)
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self.code = code
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def _gen_gongdan_id():
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ts = int(time.time() * 1000)
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ns = int(time.time_ns() // 1000) % 1000000
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rnd = random.randint(0, 99)
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return f'GD{ts:011d}{ns:06d}{rnd:02d}'
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def _trim(text, max_len=MAX_SHUOMING_LEN):
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return (text or '').strip()[:max_len]
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def is_complaint_withdraw_block_enabled(club_id: str) -> bool:
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cid = (club_id or '').strip()
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if not cid:
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return False
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row = ClubGongdanConfig.query.filter(club_id=cid).first()
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return bool(row and row.complaint_withdraw_block)
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def ensure_club_gongdan_config(club_id: str, *, withdraw_block: bool = False) -> ClubGongdanConfig:
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cid = (club_id or '').strip()
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row = ClubGongdanConfig.query.filter(club_id=cid).first()
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if not row:
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row = ClubGongdanConfig(club_id=cid, complaint_withdraw_block=bool(withdraw_block))
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row.save()
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return row
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def get_club_gongdan_config(club_id: str) -> dict:
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cid = (club_id or '').strip()
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if not cid:
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return {'club_id': '', 'complaint_withdraw_block': False}
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row = ClubGongdanConfig.query.filter(club_id=cid).first()
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return {
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'club_id': cid,
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'complaint_withdraw_block': bool(row and row.complaint_withdraw_block),
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}
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def set_complaint_withdraw_block(club_id: str, enabled: bool) -> dict:
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cid = (club_id or '').strip()
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if not cid:
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raise GongdanError('俱乐部不能为空', 'need_club')
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row = ensure_club_gongdan_config(cid, withdraw_block=bool(enabled))
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enabled = bool(enabled)
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if row.complaint_withdraw_block != enabled:
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row.complaint_withdraw_block = enabled
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row.save(update_fields=['complaint_withdraw_block', 'UpdateTime'])
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return get_club_gongdan_config(cid)
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def _user_nicheng(uid: str) -> str:
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"""展示昵称：打手 nicheng → 老板 nickname → 用户{UID}。不把 UID 当昵称展示。"""
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uid = (uid or '').strip()
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if not uid:
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return ''
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try:
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from users.models import UserDashou, UserBoss
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from users.business_models import User
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ds = UserDashou.query.filter(user__UserUID=uid).select_related('user').first()
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if ds and (ds.nicheng or '').strip():
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return (ds.nicheng or '').strip()[:32]
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boss = UserBoss.query.filter(user__UserUID=uid).select_related('user').first()
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if boss and (boss.nickname or '').strip():
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return (boss.nickname or '').strip()[:32]
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u = User.query.filter(UserUID=uid).first() or User.objects.filter(UserUID=uid).first()
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if u and (getattr(u, 'Phone', None) or '').strip():
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phone = str(u.Phone).strip()
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if len(phone) >= 4:
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return f'用户*{phone[-4:]}'
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return '用户'
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except Exception:
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return '用户'
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def _resolve_target(leixing, guanshi_id=None, target_role=None, target_user_id=None):
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"""归一化被投诉对象；兼容旧 guanshi_id。管事/组长投诉必须选人。"""
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role = (target_role or '').strip().lower()
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tid = (target_user_id or '').strip()
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gid = (guanshi_id or '').strip() or None
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if leixing == TYPE_GUANSHI:
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role = TARGET_ROLE_GUANSHI
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tid = tid or (gid or '')
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if not tid:
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raise GongdanError('请选择被投诉的管事', 'need_guanshi')
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from users.models import UserGuanshi
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if not UserGuanshi.query.filter(user__UserUID=tid).exists():
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if not UserGuanshi.objects.filter(user__UserUID=tid).exists():
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raise GongdanError('管事不存在，请重新选择', 'guanshi_not_found')
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return role, tid, tid
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if leixing == TYPE_ZUZHANG:
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role = TARGET_ROLE_ZUZHANG
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if not tid:
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raise GongdanError('请选择被投诉的组长', 'need_zuzhang')
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from users.models import UserZuzhang
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if not UserZuzhang.query.filter(user__UserUID=tid).exists():
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if not UserZuzhang.objects.filter(user__UserUID=tid).exists():
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raise GongdanError('组长不存在，请重新选择', 'zuzhang_not_found')
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return role, tid, None
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if role and tid:
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if role not in TARGET_ROLE_LABELS and role not in ('order', 'recharge', 'penalty'):
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raise GongdanError('无效的被投诉角色', 'bad_target_role')
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return role, tid, gid if role == TARGET_ROLE_GUANSHI else None
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return role or '', tid or '', gid
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def validate_type_refs(leixing, order_id=None, chongzhi_id=None, fadan_id=None, guanshi_id=None):
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order_id = (order_id or '').strip() or None
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chongzhi_id = (chongzhi_id or '').strip() or None
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fadan_id = (fadan_id or '').strip() or None
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guanshi_id = (guanshi_id or '').strip() or None
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if leixing == TYPE_ORDER:
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if not order_id:
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raise GongdanError('订单投诉请填写订单ID', 'need_order_id')
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from orders.models import Order
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if not Order.query.filter(OrderID=order_id).exists():
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raise GongdanError('订单不存在，请核对订单ID', 'order_not_found')
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return order_id, None, None, None
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if leixing == TYPE_RECHARGE:
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if not chongzhi_id:
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raise GongdanError('充值投诉请填写充值记录ID', 'need_chongzhi_id')
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from products.models import Czjilu
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if not Czjilu.query.filter(dingdan_id=chongzhi_id).exists():
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raise GongdanError('充值记录不存在，请核对充值ID', 'chongzhi_not_found')
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return None, chongzhi_id, None, None
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if leixing == TYPE_PENALTY:
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if not fadan_id:
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raise GongdanError('罚款投诉请填写罚单ID', 'need_fadan_id')
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from orders.models import Penalty
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try:
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fid = int(fadan_id)
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except (TypeError, ValueError):
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raise GongdanError('罚单ID格式不正确', 'bad_fadan_id')
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if not Penalty.query.filter(id=fid).exists():
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raise GongdanError('罚单不存在，请核对罚单ID', 'fadan_not_found')
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return None, None, str(fid), None
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if leixing == TYPE_GUANSHI:
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return None, None, None, guanshi_id
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if leixing in (TYPE_FRAUD, TYPE_ZUZHANG):
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return None, None, None, None
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raise GongdanError('不支持的投诉类型', 'bad_type')
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def _effective_target_uid(gd) -> str:
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return (gd.target_user_id or gd.guanshi_id or '').strip()
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def _effective_target_role(gd) -> str:
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role = (gd.target_role or '').strip()
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if role:
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return role
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if gd.leixing == TYPE_GUANSHI or gd.guanshi_id:
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return TARGET_ROLE_GUANSHI
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if gd.leixing == TYPE_ZUZHANG:
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return TARGET_ROLE_ZUZHANG
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return ''
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def serialize_gongdan(gd, include_images=True, include_shengji=False, *, viewer_uid=None, for_admin=False):
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"""
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序列化。默认脱敏：不把申请人/被投诉人/客服 UID 作为展示字段下发。
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for_admin=True 时仍不主动展示 UID 列，只多给内部审计需要的标记。
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contact_peer_uid 仅当 viewer 是当事方时返回，供 IM 打开（前端勿渲染）。
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"""
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t_role = _effective_target_role(gd)
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t_uid = _effective_target_uid(gd)
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relation = ''
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if viewer_uid:
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if gd.shenqingren_id == viewer_uid:
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relation = 'created'
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elif t_uid and t_uid == viewer_uid:
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relation = 'received'
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else:
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relation = 'linked' if _viewer_is_linked_zuzhang(viewer_uid, gd) else ''
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data = {
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'gongdan_id': gd.gongdan_id,
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'leixing': gd.leixing,
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'leixing_label': TYPE_LABELS.get(gd.leixing, str(gd.leixing)),
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'order_id': gd.order_id or '',
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'chongzhi_id': gd.chongzhi_id or '',
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'fadan_id': gd.fadan_id or '',
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'shuoming': gd.shuoming or '',
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'club_id': gd.club_id or '',
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'zhuangtai': gd.zhuangtai,
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'zhuangtai_label': STATUS_LABELS.get(gd.zhuangtai, str(gd.zhuangtai)),
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'chuli_jieguo': gd.chuli_jieguo or '',
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# 对外：只显示「平台已介入」，不返回客服 UID
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'platform_intervened': bool(gd.platform_intervened),
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'intervene_at': gd.intervene_at.isoformat() if gd.intervene_at else '',
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'intervene_reason': gd.intervene_reason or '',
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'chuli_time': gd.chuli_time.isoformat() if gd.chuli_time else '',
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'shengji_cishu': gd.shengji_cishu or 0,
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'CreateTime': gd.CreateTime.isoformat() if gd.CreateTime else '',
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'UpdateTime': gd.UpdateTime.isoformat() if gd.UpdateTime else '',
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'target_role': t_role,
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'target_role_label': TARGET_ROLE_LABELS.get(t_role, t_role or ''),
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'target_nicheng': _user_nicheng(t_uid),
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'complainant_nicheng': _user_nicheng(gd.shenqingren_id),
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'relation': relation,
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'is_open': gd.zhuangtai in OPEN_STATUSES,
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'can_contact': False,
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'contact_peer_uid': '',
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'contact_peer_nicheng': '',
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'can_contact_complainant': False,
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'contact_complainant_uid': '',
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'contact_complainant_nicheng': '',
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}
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if viewer_uid and relation in ('created', 'received'):
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peer = t_uid if relation == 'created' else gd.shenqingren_id
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if peer and peer != viewer_uid:
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data['can_contact'] = True
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data['contact_peer_uid'] = peer
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data['contact_peer_nicheng'] = _user_nicheng(peer)
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elif viewer_uid and relation == 'linked':
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# 牵连组长：默认可联系主被投诉管事；另可联系投诉人
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if t_uid and t_uid != viewer_uid:
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data['can_contact'] = True
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data['contact_peer_uid'] = t_uid
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data['contact_peer_nicheng'] = _user_nicheng(t_uid)
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if gd.shenqingren_id and gd.shenqingren_id != viewer_uid:
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data['can_contact_complainant'] = True
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data['contact_complainant_uid'] = gd.shenqingren_id
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data['contact_complainant_nicheng'] = _user_nicheng(gd.shenqingren_id)
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if for_admin:
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# 客服需要 UID 做内部处理；用户端绝不下发
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data['shenqingren_id'] = gd.shenqingren_id or ''
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data['target_user_id'] = t_uid or ''
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data['guanshi_id'] = gd.guanshi_id or ''
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data['chuliren_id'] = gd.chuliren_id or ''
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data['chuliren_name'] = gd.chuliren_name or ('平台客服' if gd.platform_intervened or gd.chuliren_id else '')
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else:
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data['chuliren_name'] = '平台客服' if (gd.platform_intervened or gd.chuliren_name) else ''
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if include_images:
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data['images'] = [
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{'url': img.url, 'paixu': img.paixu}
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for img in gd.images.all().order_by('paixu', 'id')
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]
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if include_shengji:
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data['shengji_list'] = [
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{
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'cishu': s.cishu,
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'shuoming': s.shuoming,
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'CreateTime': s.CreateTime.isoformat() if s.CreateTime else '',
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}
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for s in gd.shengji_list.all().order_by('cishu', 'id')
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]
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return data
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def _viewer_is_linked_zuzhang(viewer_uid: str, gd) -> bool:
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"""下级管事被投诉时，其上级组长视为牵连方。"""
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t_uid = _effective_target_uid(gd)
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t_role = _effective_target_role(gd)
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if not t_uid or t_role != TARGET_ROLE_GUANSHI:
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return False
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try:
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from users.models import UserGuanshi
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gs = UserGuanshi.objects.filter(user__UserUID=t_uid).first()
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if not gs:
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return False
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return (gs.yaoqingren or '').strip() == str(viewer_uid)
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except Exception:
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return False
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def _sub_guanshi_uids(zuzhang_uid: str):
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from users.models import UserGuanshi
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rows = UserGuanshi.objects.filter(yaoqingren=str(zuzhang_uid)).select_related('user')
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out = []
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for r in rows:
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uid = getattr(getattr(r, 'user', None), 'UserUID', None)
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if uid:
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out.append(str(uid))
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return out
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def open_complaint_q_for_target_uids(uids):
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"""未结清且指向这些 UID 的工单条件。"""
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uids = [str(u) for u in (uids or []) if u]
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if not uids:
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return Q(pk__in=[])
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return (
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Q(zhuangtai__in=OPEN_STATUSES)
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& (Q(target_user_id__in=uids) | Q(guanshi_id__in=uids))
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)
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def check_complaint_blocks_withdraw(user_main, club_id=None):
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"""
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提现拦截。
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返回 (ok, msg, extra)
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extra: reason=received|linked, tab, count
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"""
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try:
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from jituan.services.club_user import get_user_club_id
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cid = (club_id or get_user_club_id(user_main) or '').strip()
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except Exception:
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cid = (club_id or '').strip()
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if not is_complaint_withdraw_block_enabled(cid):
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return True, '', {}
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uid = str(user_main.UserUID)
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base = Gongdan.query.filter(club_id=cid) if cid else Gongdan.query.all()
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# 1) 自己是主被投诉人
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qs_recv = base.filter(open_complaint_q_for_target_uids([uid]))
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cnt = qs_recv.count()
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if cnt:
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return False, '你有未处理完的投诉，请处理后再提现', {
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'reason': 'received',
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'tab': 'received',
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'count': cnt,
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'code': 'COMPLAINT_BLOCK_WITHDRAW',
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}
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# 2) 自己是组长，下级管事被投诉 → 牵连
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try:
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||
from users.models import UserZuzhang
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||
is_zz = UserZuzhang.query.filter(user=user_main).exists()
|
||
except Exception:
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||
is_zz = False
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||
if is_zz:
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subs = _sub_guanshi_uids(uid)
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||
if subs:
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||
qs_link = base.filter(open_complaint_q_for_target_uids(subs)).filter(
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||
Q(target_role=TARGET_ROLE_GUANSHI) | Q(target_role='') | Q(leixing=TYPE_GUANSHI)
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||
)
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cnt2 = qs_link.count()
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||
if cnt2:
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return False, '下级管事有未处理投诉，暂不可提现', {
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'reason': 'linked',
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||
'tab': 'linked',
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||
'count': cnt2,
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'code': 'COMPLAINT_BLOCK_WITHDRAW',
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||
}
|
||
|
||
return True, '', {}
|
||
|
||
|
||
def search_complaint_targets(*, role, keyword='', club_id=None, page=1, page_size=20):
|
||
"""按昵称/UID 搜管事或组长，供投诉选人（返回 uid 仅供提交，前端展示昵称）。"""
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role = (role or '').strip().lower()
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||
keyword = (keyword or '').strip()
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||
page = max(int(page or 1), 1)
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||
page_size = min(max(int(page_size or 20), 1), 50)
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||
cid = (club_id or '').strip()
|
||
|
||
from users.models import UserGuanshi, UserZuzhang, UserBoss
|
||
|
||
rows = []
|
||
if role == TARGET_ROLE_GUANSHI:
|
||
qs = UserGuanshi.query.filter(zhuangtai=1).select_related('user')
|
||
if cid:
|
||
qs = qs.filter(user__ClubID=cid)
|
||
if keyword:
|
||
boss_uids = list(
|
||
UserBoss.query.filter(nickname__icontains=keyword).values_list('user__UserUID', flat=True)[:80]
|
||
)
|
||
qs = qs.filter(Q(user__UserUID__icontains=keyword) | Q(user__UserUID__in=boss_uids))
|
||
qs = qs.order_by('-id')
|
||
total = qs.count()
|
||
start = (page - 1) * page_size
|
||
for g in qs[start:start + page_size]:
|
||
uid = getattr(getattr(g, 'user', None), 'UserUID', None)
|
||
if not uid:
|
||
continue
|
||
rows.append({
|
||
'user_id': str(uid),
|
||
'nicheng': _user_nicheng(str(uid)),
|
||
'role': TARGET_ROLE_GUANSHI,
|
||
'role_label': TARGET_ROLE_LABELS[TARGET_ROLE_GUANSHI],
|
||
})
|
||
elif role == TARGET_ROLE_ZUZHANG:
|
||
qs = UserZuzhang.query.filter(zhuangtai=1).select_related('user')
|
||
if cid:
|
||
qs = qs.filter(user__ClubID=cid)
|
||
if keyword:
|
||
boss_uids = list(
|
||
UserBoss.query.filter(nickname__icontains=keyword).values_list('user__UserUID', flat=True)[:80]
|
||
)
|
||
qs = qs.filter(Q(user__UserUID__icontains=keyword) | Q(user__UserUID__in=boss_uids))
|
||
qs = qs.order_by('-id')
|
||
total = qs.count()
|
||
start = (page - 1) * page_size
|
||
for z in qs[start:start + page_size]:
|
||
uid = getattr(getattr(z, 'user', None), 'UserUID', None)
|
||
if not uid:
|
||
continue
|
||
rows.append({
|
||
'user_id': str(uid),
|
||
'nicheng': _user_nicheng(str(uid)),
|
||
'role': TARGET_ROLE_ZUZHANG,
|
||
'role_label': TARGET_ROLE_LABELS[TARGET_ROLE_ZUZHANG],
|
||
})
|
||
else:
|
||
raise GongdanError('role 须为 guanshi 或 zuzhang', 'bad_role')
|
||
|
||
return {'list': rows, 'total': total, 'page': page, 'page_size': page_size, 'role': role}
|
||
|
||
|
||
def list_gongdan_for_user(yonghuid, *, scope='created', club_id=None, page=1, page_size=20):
|
||
"""
|
||
scope:
|
||
created — 我发起的
|
||
received — 我被投诉的
|
||
linked — 下级牵连（组长）
|
||
"""
|
||
scope = (scope or 'created').strip().lower()
|
||
page = max(int(page or 1), 1)
|
||
page_size = min(max(int(page_size or 20), 1), 50)
|
||
uid = str(yonghuid)
|
||
qs = Gongdan.query.all()
|
||
if club_id:
|
||
qs = qs.filter(club_id=club_id)
|
||
|
||
if scope == 'received':
|
||
qs = qs.filter(Q(target_user_id=uid) | Q(guanshi_id=uid)).order_by('-CreateTime')
|
||
elif scope == 'linked':
|
||
subs = _sub_guanshi_uids(uid)
|
||
if not subs:
|
||
qs = qs.none()
|
||
else:
|
||
qs = qs.filter(Q(target_user_id__in=subs) | Q(guanshi_id__in=subs)).filter(
|
||
Q(target_role=TARGET_ROLE_GUANSHI) | Q(target_role='') | Q(leixing=TYPE_GUANSHI)
|
||
).order_by('-CreateTime')
|
||
else:
|
||
qs = qs.filter(shenqingren_id=uid).order_by('-CreateTime')
|
||
|
||
total = qs.count()
|
||
start = (page - 1) * page_size
|
||
rows = list(qs[start:start + page_size])
|
||
return {
|
||
'list': [serialize_gongdan(g, include_images=False, viewer_uid=uid) for g in rows],
|
||
'total': total,
|
||
'page': page,
|
||
'page_size': page_size,
|
||
'scope': scope,
|
||
}
|
||
|
||
|
||
def user_can_view_gongdan(gd, yonghuid) -> bool:
|
||
uid = str(yonghuid)
|
||
if gd.shenqingren_id == uid:
|
||
return True
|
||
if _effective_target_uid(gd) == uid:
|
||
return True
|
||
if _viewer_is_linked_zuzhang(uid, gd):
|
||
return True
|
||
return False
|
||
|
||
|
||
def _replace_images(gd, image_urls):
|
||
urls = [u.strip() for u in (image_urls or []) if u and str(u).strip()]
|
||
if len(urls) > MAX_IMAGES:
|
||
raise GongdanError(f'最多上传{MAX_IMAGES}张图片', 'too_many_images')
|
||
GongdanImage.objects.filter(gongdan=gd).delete()
|
||
for i, url in enumerate(urls):
|
||
GongdanImage.objects.create(
|
||
gongdan=gd,
|
||
gongdan_hao=gd.gongdan_id,
|
||
url=url[:512],
|
||
paixu=i,
|
||
)
|
||
|
||
|
||
@transaction.atomic
|
||
def create_gongdan(
|
||
*,
|
||
yonghuid,
|
||
leixing,
|
||
shuoming,
|
||
club_id=None,
|
||
order_id=None,
|
||
chongzhi_id=None,
|
||
fadan_id=None,
|
||
guanshi_id=None,
|
||
target_role=None,
|
||
target_user_id=None,
|
||
image_urls=None,
|
||
):
|
||
try:
|
||
leixing = int(leixing)
|
||
except (TypeError, ValueError):
|
||
raise GongdanError('投诉类型无效', 'bad_type')
|
||
if leixing not in TYPE_LABELS:
|
||
raise GongdanError('投诉类型无效', 'bad_type')
|
||
|
||
text = _trim(shuoming)
|
||
if not text:
|
||
raise GongdanError('请填写投诉说明', 'need_shuoming')
|
||
|
||
order_id, chongzhi_id, fadan_id, guanshi_id = validate_type_refs(
|
||
leixing, order_id, chongzhi_id, fadan_id, guanshi_id or target_user_id,
|
||
)
|
||
t_role, t_uid, guanshi_id = _resolve_target(
|
||
leixing, guanshi_id=guanshi_id, target_role=target_role, target_user_id=target_user_id or guanshi_id,
|
||
)
|
||
|
||
gid = _gen_gongdan_id()
|
||
for _ in range(5):
|
||
if not Gongdan.query.filter(gongdan_id=gid).exists():
|
||
break
|
||
gid = _gen_gongdan_id()
|
||
|
||
gd = Gongdan.objects.create(
|
||
gongdan_id=gid,
|
||
leixing=leixing,
|
||
order_id=order_id,
|
||
chongzhi_id=chongzhi_id,
|
||
fadan_id=fadan_id,
|
||
guanshi_id=guanshi_id,
|
||
target_role=t_role or '',
|
||
target_user_id=t_uid or '',
|
||
shuoming=text,
|
||
shenqingren_id=yonghuid,
|
||
club_id=club_id or None,
|
||
zhuangtai=STATUS_PROCESSING,
|
||
shengji_cishu=0,
|
||
)
|
||
_replace_images(gd, image_urls)
|
||
logger.info('创建工单 %s type=%s user=%s target=%s/%s', gid, leixing, yonghuid, t_role, t_uid)
|
||
return gd
|
||
|
||
|
||
@transaction.atomic
|
||
def escalate_gongdan(*, gongdan_id, yonghuid, shuoming, image_urls=None):
|
||
gd = Gongdan.query.select_for_update().filter(gongdan_id=gongdan_id).first()
|
||
if not gd:
|
||
raise GongdanError('工单不存在', 'not_found')
|
||
if gd.shenqingren_id != yonghuid:
|
||
raise GongdanError('无权操作此工单', 'forbidden')
|
||
if gd.zhuangtai not in (STATUS_DONE, STATUS_DISSATISFIED):
|
||
raise GongdanError('当前状态不可继续投诉，请等待客服处理', 'bad_status')
|
||
if (gd.shengji_cishu or 0) >= MAX_SHENGJI_TIMES:
|
||
raise GongdanError(f'最多升级{MAX_SHENGJI_TIMES}次，请联系客服', 'too_many_shengji')
|
||
|
||
text = _trim(shuoming)
|
||
if not text:
|
||
raise GongdanError('请填写补充说明', 'need_shuoming')
|
||
|
||
next_cishu = (gd.shengji_cishu or 0) + 1
|
||
GongdanShengji.objects.create(
|
||
gongdan=gd,
|
||
gongdan_hao=gd.gongdan_id,
|
||
cishu=next_cishu,
|
||
shuoming=text,
|
||
shenqingren_id=yonghuid,
|
||
)
|
||
gd.shengji_cishu = next_cishu
|
||
gd.zhuangtai = STATUS_PROCESSING
|
||
gd.chuli_jieguo = ''
|
||
gd.chuli_time = None
|
||
gd.save(update_fields=[
|
||
'shengji_cishu', 'zhuangtai', 'chuli_jieguo', 'chuli_time', 'UpdateTime',
|
||
])
|
||
if image_urls is not None:
|
||
_replace_images(gd, image_urls)
|
||
return gd
|
||
|
||
|
||
@transaction.atomic
|
||
def handle_gongdan(
|
||
*,
|
||
gongdan_id,
|
||
handler_uid,
|
||
handler_name,
|
||
action,
|
||
chuli_jieguo='',
|
||
intervene_reason='',
|
||
):
|
||
"""
|
||
action:
|
||
done/finish/resolve → 已处理
|
||
close → 关闭
|
||
processing/reopen → 处理中
|
||
dissatisfied → 不满意
|
||
intervene → 标记平台介入（不改结案状态）
|
||
negotiate → 协商中（客服 sparingly）
|
||
"""
|
||
gd = Gongdan.query.select_for_update().filter(gongdan_id=gongdan_id).first()
|
||
if not gd:
|
||
raise GongdanError('工单不存在', 'not_found')
|
||
|
||
action = (action or '').strip().lower()
|
||
jieguo = _trim(chuli_jieguo)
|
||
|
||
if action in ('intervene', 'platform_intervene'):
|
||
gd.platform_intervened = True
|
||
gd.intervene_at = timezone.now()
|
||
gd.intervene_by = (handler_uid or '')[:32]
|
||
gd.intervene_reason = (intervene_reason or 'kefu')[:32]
|
||
if gd.zhuangtai not in OPEN_STATUSES:
|
||
gd.zhuangtai = STATUS_PROCESSING
|
||
gd.save()
|
||
logger.info('工单平台介入 %s by=%s', gongdan_id, handler_uid)
|
||
return gd
|
||
|
||
if action in ('done', 'finish', 'resolve'):
|
||
if not jieguo:
|
||
raise GongdanError('请填写处理结果', 'need_jieguo')
|
||
gd.zhuangtai = STATUS_DONE
|
||
gd.chuli_jieguo = jieguo
|
||
gd.chuliren_id = handler_uid
|
||
gd.chuliren_name = (handler_name or '平台客服')[:64]
|
||
gd.chuli_time = timezone.now()
|
||
if not gd.platform_intervened:
|
||
gd.platform_intervened = True
|
||
gd.intervene_at = gd.intervene_at or timezone.now()
|
||
gd.intervene_by = (handler_uid or '')[:32]
|
||
gd.intervene_reason = gd.intervene_reason or 'kefu_done'
|
||
elif action in ('close',):
|
||
gd.zhuangtai = STATUS_CLOSED
|
||
gd.chuli_jieguo = jieguo or gd.chuli_jieguo or '已关闭'
|
||
gd.chuliren_id = handler_uid
|
||
gd.chuliren_name = (handler_name or '平台客服')[:64]
|
||
gd.chuli_time = timezone.now()
|
||
elif action in ('processing', 'reopen'):
|
||
gd.zhuangtai = STATUS_PROCESSING
|
||
elif action in ('negotiate',):
|
||
gd.zhuangtai = STATUS_NEGOTIATING
|
||
elif action in ('dissatisfied',):
|
||
gd.zhuangtai = STATUS_DISSATISFIED
|
||
else:
|
||
raise GongdanError('未知处理动作', 'bad_action')
|
||
|
||
gd.save()
|
||
logger.info('工单处理 %s action=%s by=%s', gongdan_id, action, handler_uid)
|
||
return gd
|
||
|
||
|
||
@transaction.atomic
|
||
def user_mark_dissatisfied(*, gongdan_id, yonghuid):
|
||
gd = Gongdan.query.select_for_update().filter(gongdan_id=gongdan_id).first()
|
||
if not gd:
|
||
raise GongdanError('工单不存在', 'not_found')
|
||
if gd.shenqingren_id != yonghuid:
|
||
raise GongdanError('无权操作此工单', 'forbidden')
|
||
if gd.zhuangtai != STATUS_DONE:
|
||
raise GongdanError('仅已处理的工单可标记不满意', 'bad_status')
|
||
gd.zhuangtai = STATUS_DISSATISFIED
|
||
gd.save(update_fields=['zhuangtai', 'UpdateTime'])
|
||
return gd
|
||
|
||
|
||
@transaction.atomic
|
||
def user_resolve_gongdan(*, gongdan_id, yonghuid):
|
||
"""投诉人确认已解决（私了结清）。"""
|
||
gd = Gongdan.query.select_for_update().filter(gongdan_id=gongdan_id).first()
|
||
if not gd:
|
||
raise GongdanError('工单不存在', 'not_found')
|
||
if gd.shenqingren_id != yonghuid:
|
||
raise GongdanError('仅投诉人可确认解决', 'forbidden')
|
||
if gd.zhuangtai not in OPEN_STATUSES:
|
||
raise GongdanError('当前状态无需确认解决', 'bad_status')
|
||
gd.zhuangtai = STATUS_DONE
|
||
gd.chuli_jieguo = gd.chuli_jieguo or '双方协商已解决'
|
||
gd.chuli_time = timezone.now()
|
||
gd.chuliren_name = gd.chuliren_name or '双方协商'
|
||
gd.save()
|
||
return gd
|
||
|
||
|
||
@transaction.atomic
|
||
def user_start_negotiate(*, gongdan_id, yonghuid):
|
||
gd = Gongdan.query.select_for_update().filter(gongdan_id=gongdan_id).first()
|
||
if not gd:
|
||
raise GongdanError('工单不存在', 'not_found')
|
||
if not user_can_view_gongdan(gd, yonghuid):
|
||
raise GongdanError('无权操作此工单', 'forbidden')
|
||
if gd.zhuangtai not in (STATUS_PROCESSING, STATUS_DISSATISFIED, STATUS_NEGOTIATING):
|
||
raise GongdanError('当前状态不可转协商', 'bad_status')
|
||
gd.zhuangtai = STATUS_NEGOTIATING
|
||
gd.save(update_fields=['zhuangtai', 'UpdateTime'])
|
||
return gd
|
||
|
||
|
||
@transaction.atomic
|
||
def user_apply_intervene(*, gongdan_id, yonghuid):
|
||
"""用户申请平台介入：打标，仍保持未结清。"""
|
||
gd = Gongdan.query.select_for_update().filter(gongdan_id=gongdan_id).first()
|
||
if not gd:
|
||
raise GongdanError('工单不存在', 'not_found')
|
||
if gd.shenqingren_id != yonghuid and _effective_target_uid(gd) != yonghuid:
|
||
raise GongdanError('无权申请介入', 'forbidden')
|
||
if gd.zhuangtai not in OPEN_STATUSES:
|
||
raise GongdanError('当前状态不可申请介入', 'bad_status')
|
||
gd.platform_intervened = True
|
||
if not gd.intervene_at:
|
||
gd.intervene_at = timezone.now()
|
||
gd.intervene_reason = gd.intervene_reason or 'user_apply'
|
||
if gd.zhuangtai == STATUS_NEGOTIATING:
|
||
gd.zhuangtai = STATUS_PROCESSING
|
||
gd.save()
|
||
return gd
|