293 lines
10 KiB
Python
293 lines
10 KiB
Python
"""工单业务：创建 / 升级 / 客服处理（幂等与校验）。"""
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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 decimal import Decimal
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from django.db import transaction
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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,
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TYPE_LABELS, STATUS_PROCESSING, STATUS_DONE, STATUS_DISSATISFIED, STATUS_CLOSED,
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STATUS_LABELS, MAX_IMAGES, MAX_SHUOMING_LEN, MAX_SHENGJI_TIMES, OSS_PREFIX,
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)
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from gongdan.models import Gongdan, GongdanImage, GongdanShengji
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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 validate_type_refs(leixing, order_id=None, chongzhi_id=None, fadan_id=None, guanshi_id=None):
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"""按类型校验必填关联 ID，并尽量核对库内是否存在。"""
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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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# 管事UID 选填，有则校验存在
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if guanshi_id:
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from users.models import UserGuanshi
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if not UserGuanshi.objects.filter(user__UserUID=guanshi_id).exists():
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raise GongdanError('管事不存在，请核对管事ID', 'guanshi_not_found')
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return None, None, None, guanshi_id
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if leixing == TYPE_FRAUD:
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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 serialize_gongdan(gd, include_images=True, include_shengji=False):
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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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'guanshi_id': gd.guanshi_id or '',
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'shuoming': gd.shuoming or '',
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'shenqingren_id': gd.shenqingren_id,
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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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'chuliren_id': gd.chuliren_id or '',
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'chuliren_name': gd.chuliren_name 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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}
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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 _replace_images(gd, image_urls):
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urls = [u.strip() for u in (image_urls or []) if u and str(u).strip()]
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if len(urls) > MAX_IMAGES:
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raise GongdanError(f'最多上传{MAX_IMAGES}张图片', 'too_many_images')
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GongdanImage.objects.filter(gongdan=gd).delete()
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for i, url in enumerate(urls):
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GongdanImage.objects.create(
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gongdan=gd,
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gongdan_hao=gd.gongdan_id,
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url=url[:512],
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paixu=i,
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)
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@transaction.atomic
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def create_gongdan(
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*,
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yonghuid,
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leixing,
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shuoming,
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club_id=None,
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order_id=None,
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chongzhi_id=None,
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fadan_id=None,
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guanshi_id=None,
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image_urls=None,
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):
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try:
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leixing = int(leixing)
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except (TypeError, ValueError):
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raise GongdanError('投诉类型无效', 'bad_type')
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if leixing not in TYPE_LABELS:
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raise GongdanError('投诉类型无效', 'bad_type')
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text = _trim(shuoming)
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if not text:
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raise GongdanError('请填写投诉说明', 'need_shuoming')
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order_id, chongzhi_id, fadan_id, guanshi_id = validate_type_refs(
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leixing, order_id, chongzhi_id, fadan_id, guanshi_id,
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)
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gid = _gen_gongdan_id()
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for _ in range(5):
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if not Gongdan.query.filter(gongdan_id=gid).exists():
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break
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gid = _gen_gongdan_id()
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gd = Gongdan.objects.create(
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gongdan_id=gid,
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leixing=leixing,
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order_id=order_id,
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chongzhi_id=chongzhi_id,
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fadan_id=fadan_id,
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guanshi_id=guanshi_id,
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shuoming=text,
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shenqingren_id=yonghuid,
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club_id=club_id or None,
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zhuangtai=STATUS_PROCESSING,
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shengji_cishu=0,
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)
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_replace_images(gd, image_urls)
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logger.info('创建工单 %s type=%s user=%s', gid, leixing, yonghuid)
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return gd
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@transaction.atomic
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def escalate_gongdan(*, gongdan_id, yonghuid, shuoming, image_urls=None):
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"""不满意后继续投诉：写升级记录；可选整体替换证据图。"""
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gd = Gongdan.query.select_for_update().filter(gongdan_id=gongdan_id).first()
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if not gd:
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raise GongdanError('工单不存在', 'not_found')
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if gd.shenqingren_id != yonghuid:
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raise GongdanError('无权操作此工单', 'forbidden')
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if gd.zhuangtai not in (STATUS_DONE, STATUS_DISSATISFIED):
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raise GongdanError('当前状态不可继续投诉，请等待客服处理', 'bad_status')
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if (gd.shengji_cishu or 0) >= MAX_SHENGJI_TIMES:
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raise GongdanError(f'最多升级{MAX_SHENGJI_TIMES}次，请联系客服', 'too_many_shengji')
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text = _trim(shuoming)
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if not text:
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raise GongdanError('请填写补充说明', 'need_shuoming')
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next_cishu = (gd.shengji_cishu or 0) + 1
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GongdanShengji.objects.create(
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gongdan=gd,
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gongdan_hao=gd.gongdan_id,
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cishu=next_cishu,
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shuoming=text,
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shenqingren_id=yonghuid,
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)
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gd.shengji_cishu = next_cishu
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gd.zhuangtai = STATUS_PROCESSING
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gd.chuli_jieguo = ''
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gd.chuli_time = None
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# 保留原处理人记录便于审计，但状态回到处理中
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gd.save(update_fields=[
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'shengji_cishu', 'zhuangtai', 'chuli_jieguo', 'chuli_time', 'UpdateTime',
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])
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if image_urls is not None:
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_replace_images(gd, image_urls)
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logger.info('工单升级 %s cishu=%s', gongdan_id, next_cishu)
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return gd
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@transaction.atomic
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def handle_gongdan(
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*,
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gongdan_id,
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handler_uid,
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handler_name,
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action,
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chuli_jieguo='',
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):
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"""
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客服处理：
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action=done → 已处理
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action=dissatisfied → 标记不满意（一般由用户侧触发，客服 sparingly）
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action=close → 关闭
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action=processing → 重新标处理中
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"""
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gd = Gongdan.query.select_for_update().filter(gongdan_id=gongdan_id).first()
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if not gd:
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raise GongdanError('工单不存在', 'not_found')
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action = (action or '').strip().lower()
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jieguo = _trim(chuli_jieguo)
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if action in ('done', 'finish', 'resolve'):
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if not jieguo:
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raise GongdanError('请填写处理结果', 'need_jieguo')
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gd.zhuangtai = STATUS_DONE
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gd.chuli_jieguo = jieguo
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gd.chuliren_id = handler_uid
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gd.chuliren_name = (handler_name or '')[:64]
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gd.chuli_time = timezone.now()
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elif action in ('close',):
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gd.zhuangtai = STATUS_CLOSED
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gd.chuli_jieguo = jieguo or gd.chuli_jieguo or '已关闭'
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gd.chuliren_id = handler_uid
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gd.chuliren_name = (handler_name or '')[:64]
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gd.chuli_time = timezone.now()
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elif action in ('processing', 'reopen'):
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gd.zhuangtai = STATUS_PROCESSING
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elif action in ('dissatisfied',):
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gd.zhuangtai = STATUS_DISSATISFIED
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else:
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raise GongdanError('未知处理动作', 'bad_action')
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gd.save()
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logger.info('工单处理 %s action=%s by=%s', gongdan_id, action, handler_uid)
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return gd
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@transaction.atomic
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def user_mark_dissatisfied(*, gongdan_id, yonghuid):
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gd = Gongdan.query.select_for_update().filter(gongdan_id=gongdan_id).first()
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if not gd:
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raise GongdanError('工单不存在', 'not_found')
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if gd.shenqingren_id != yonghuid:
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raise GongdanError('无权操作此工单', 'forbidden')
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if gd.zhuangtai != STATUS_DONE:
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raise GongdanError('仅已处理的工单可标记不满意', 'bad_status')
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gd.zhuangtai = STATUS_DISSATISFIED
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gd.save(update_fields=['zhuangtai', 'UpdateTime'])
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return gd
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