7c6e14db01
seed_kefu_menu 后侧栏才能出现「投诉工单」；admin list 使用 club 上下文过滤。 Co-authored-by: Cursor <cursoragent@cursor.com>
337 lines
13 KiB
Python
337 lines
13 KiB
Python
"""投诉工单 API：用户提交/列表/升级 + 图片上传 + 客服处理。"""
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import logging
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import uuid
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from django.utils import timezone
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from rest_framework.parsers import FormParser, JSONParser, MultiPartParser
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from rest_framework.permissions import IsAuthenticated
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from rest_framework.response import Response
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from rest_framework.views import APIView
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from rest_framework import status
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from gongdan.constants import (
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MAX_IMAGES, OSS_PREFIX, PERM_VIEW, PERM_HANDLE, TYPE_LABELS, STATUS_LABELS,
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)
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from gongdan.models import Gongdan
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from gongdan.services import (
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GongdanError,
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create_gongdan,
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escalate_gongdan,
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handle_gongdan,
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serialize_gongdan,
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user_mark_dissatisfied,
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)
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from utils.oss_utils import upload_to_oss, validate_image
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logger = logging.getLogger(__name__)
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def _ok(data=None, message='ok', code=200):
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body = {'code': code, 'message': message, 'msg': message}
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if data is not None:
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body['data'] = data
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return Response(body, status=status.HTTP_200_OK)
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def _err(message, http=400, code=None):
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c = code if code is not None else http
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return Response(
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{'code': c, 'message': message, 'msg': message},
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status=http,
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)
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def _resolve_club(request):
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try:
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from jituan.services.club_write import resolve_club_id_for_write
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return resolve_club_id_for_write(request, request.user)
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except Exception:
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return getattr(request.user, 'club_id', None) or None
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class GongdanUploadImageView(APIView):
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"""上传证据图，返回 URL。路径：POST /gongdan/upload-image/"""
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permission_classes = [IsAuthenticated]
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parser_classes = (MultiPartParser, FormParser)
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def post(self, request):
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f = request.FILES.get('file') or request.FILES.get('image') or request.FILES.get('tupian')
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if not f:
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return _err('请选择图片')
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ok, msg = validate_image(f)
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if not ok:
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return _err(msg)
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ext = (f.name.rsplit('.', 1)[-1] if '.' in f.name else 'jpg').lower()
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if ext not in ('jpg', 'jpeg', 'png', 'gif', 'webp', 'bmp'):
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ext = 'jpg'
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uid = getattr(request.user, 'UserUID', 'anon')
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day = timezone.now().strftime('%Y%m%d')
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path = f'{OSS_PREFIX}/{day}/{uid}/{uuid.uuid4().hex}.{ext}'
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url = upload_to_oss(f, path)
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if not url:
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return _err('上传失败，请稍后重试', http=500)
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return _ok({'url': url}, '上传成功')
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class GongdanCreateView(APIView):
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"""创建投诉工单。POST /gongdan/create/"""
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permission_classes = [IsAuthenticated]
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parser_classes = (JSONParser, FormParser, MultiPartParser)
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def post(self, request):
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d = request.data
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images = d.get('images') or d.get('image_urls') or []
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if isinstance(images, str):
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images = [x.strip() for x in images.split(',') if x.strip()]
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try:
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gd = create_gongdan(
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yonghuid=request.user.UserUID,
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leixing=d.get('leixing'),
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shuoming=d.get('shuoming') or d.get('content') or '',
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club_id=_resolve_club(request),
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order_id=d.get('order_id') or d.get('OrderID'),
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chongzhi_id=d.get('chongzhi_id') or d.get('dingdanid') or d.get('dingdan_id'),
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fadan_id=d.get('fadan_id') or d.get('penalty_id'),
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guanshi_id=d.get('guanshi_id'),
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image_urls=images,
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)
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return _ok(serialize_gongdan(gd, include_images=True, include_shengji=True), '提交成功')
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except GongdanError as e:
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return _err(str(e))
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except Exception as e:
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logger.error('创建工单失败: %s', e, exc_info=True)
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return _err('提交失败，请稍后重试', http=500)
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class GongdanMyListView(APIView):
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"""我的投诉列表。POST/GET /gongdan/my-list/"""
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permission_classes = [IsAuthenticated]
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def get(self, request):
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return self._list(request)
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def post(self, request):
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return self._list(request)
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def _list(self, request):
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page = int(request.data.get('page') or request.query_params.get('page') or 1)
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page_size = min(int(request.data.get('page_size') or request.query_params.get('page_size') or 20), 50)
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qs = Gongdan.query.filter(shenqingren_id=request.user.UserUID).order_by('-CreateTime')
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total = qs.count()
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start = max(page - 1, 0) * page_size
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rows = qs[start:start + page_size]
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return _ok({
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'list': [serialize_gongdan(g, include_images=False) for g in rows],
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'total': total,
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'page': page,
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'page_size': page_size,
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})
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class GongdanDetailView(APIView):
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"""工单详情。POST /gongdan/detail/ {gongdan_id}"""
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permission_classes = [IsAuthenticated]
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def post(self, request):
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gid = (request.data.get('gongdan_id') or '').strip()
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if not gid:
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return _err('工单号不能为空')
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gd = Gongdan.query.filter(gongdan_id=gid).first()
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if not gd:
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return _err('工单不存在', http=404)
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# 申请人或有客服查看权限
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if gd.shenqingren_id != request.user.UserUID:
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from backend.utils import verify_kefu_permission
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from gongdan.constants import PERM_VIEW, PERM_HANDLE
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kefu, perms_or_resp = verify_kefu_permission(
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request, request.data.get('username') or getattr(request.user, 'Phone', None),
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)
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if not kefu:
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return perms_or_resp
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perms = perms_or_resp if isinstance(perms_or_resp, list) else []
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if PERM_VIEW not in perms and PERM_HANDLE not in perms and '000001' not in perms:
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# 超管占位：is admin via kefu object
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is_admin = getattr(request.user, 'UserType', '') == 'admin' or getattr(request.user, 'IsSuperuser', False)
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if not is_admin:
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return _err('无权查看', http=403)
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return _ok(serialize_gongdan(gd, include_images=True, include_shengji=True))
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class GongdanEscalateView(APIView):
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"""继续投诉/升级。POST /gongdan/escalate/"""
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permission_classes = [IsAuthenticated]
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def post(self, request):
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d = request.data
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images = d.get('images')
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if images is not None and isinstance(images, str):
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images = [x.strip() for x in images.split(',') if x.strip()]
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try:
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gd = escalate_gongdan(
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gongdan_id=(d.get('gongdan_id') or '').strip(),
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yonghuid=request.user.UserUID,
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shuoming=d.get('shuoming') or '',
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image_urls=images,
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)
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return _ok(serialize_gongdan(gd, include_images=True, include_shengji=True), '已提交补充投诉')
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except GongdanError as e:
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return _err(str(e))
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except Exception as e:
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logger.error('升级工单失败: %s', e, exc_info=True)
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return _err('提交失败', http=500)
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class GongdanDissatisfiedView(APIView):
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"""标记不满意。POST /gongdan/dissatisfied/"""
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permission_classes = [IsAuthenticated]
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def post(self, request):
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try:
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gd = user_mark_dissatisfied(
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gongdan_id=(request.data.get('gongdan_id') or '').strip(),
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yonghuid=request.user.UserUID,
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)
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return _ok(serialize_gongdan(gd), '已标记不满意，可继续投诉')
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except GongdanError as e:
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return _err(str(e))
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class GongdanMetaView(APIView):
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"""类型/状态枚举，供前端展示。GET /gongdan/meta/"""
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permission_classes = [IsAuthenticated]
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def get(self, request):
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return _ok({
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'types': [{'value': k, 'label': v} for k, v in TYPE_LABELS.items()],
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'statuses': [{'value': k, 'label': v} for k, v in STATUS_LABELS.items()],
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'max_images': MAX_IMAGES,
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})
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class ChongzhiRecordListView(APIView):
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"""当前用户充值记录（Czjilu），供投诉选 ID / 充值记录页。POST /gongdan/chongzhi-list/"""
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permission_classes = [IsAuthenticated]
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def post(self, request):
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from products.models import Czjilu
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from products.czjilu_types import (
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CZJILU_LEIXING_HUIYUAN, CZJILU_LEIXING_YAJIN, CZJILU_LEIXING_JIFEN,
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CZJILU_LEIXING_SHANGJIA,
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)
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page = int(request.data.get('page') or 1)
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page_size = min(int(request.data.get('page_size') or 20), 50)
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qs = Czjilu.query.filter(yonghuid=request.user.UserUID).order_by('-CreateTime')
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leixing = request.data.get('leixing')
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if leixing not in (None, ''):
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qs = qs.filter(leixing=int(leixing))
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total = qs.count()
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start = max(page - 1, 0) * page_size
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type_map = {
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CZJILU_LEIXING_HUIYUAN: '会员',
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CZJILU_LEIXING_YAJIN: '押金',
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CZJILU_LEIXING_JIFEN: '积分',
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CZJILU_LEIXING_SHANGJIA: '商家充值',
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5: '考核',
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6: '罚款',
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}
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status_map = {9: '待支付', 3: '已支付', 2: '已取消', 8: '履约失败', 10: '业务失败'}
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rows = []
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for o in qs[start:start + page_size]:
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rows.append({
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'dingdan_id': o.dingdan_id,
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'leixing': o.leixing,
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'leixing_label': type_map.get(o.leixing, str(o.leixing)),
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'jine': str(o.jine),
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'zhuangtai': o.zhuangtai,
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'zhuangtai_label': status_map.get(o.zhuangtai, str(o.zhuangtai)),
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'shuoming': o.shuoming or '',
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'CreateTime': o.CreateTime.isoformat() if getattr(o, 'CreateTime', None) else '',
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})
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return _ok({'list': rows, 'total': total, 'page': page, 'page_size': page_size})
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# ---------- 客服后台 ----------
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def _require_kefu_perm(request, *need_codes):
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from backend.utils import verify_kefu_permission
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username = request.data.get('username') or request.query_params.get('username') or getattr(request.user, 'Phone', None)
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kefu, perms_or_resp = verify_kefu_permission(request, username)
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if not kefu:
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return None, None, perms_or_resp
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perms = perms_or_resp if isinstance(perms_or_resp, list) else []
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is_admin = (
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getattr(request.user, 'UserType', '') == 'admin'
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or getattr(request.user, 'IsSuperuser', False)
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or '000001' in perms
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)
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if is_admin:
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return kefu, perms, None
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if not any(c in perms for c in need_codes):
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return None, None, _err('无工单权限', http=403)
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return kefu, perms, None
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class GongdanAdminListView(APIView):
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"""客服工单列表。POST /gongdan/admin/list/"""
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permission_classes = [IsAuthenticated]
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def post(self, request):
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kefu, perms, err = _require_kefu_perm(request, PERM_VIEW, PERM_HANDLE)
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if err:
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return err
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page = int(request.data.get('page') or 1)
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page_size = min(int(request.data.get('page_size') or 20), 100)
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qs = Gongdan.query.all().order_by('-CreateTime')
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try:
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from jituan.services.club_context import filter_club_char_field
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qs = filter_club_char_field(qs, request, field='club_id')
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except Exception:
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pass
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zhuangtai = request.data.get('zhuangtai')
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leixing = request.data.get('leixing')
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keyword = (request.data.get('keyword') or '').strip()
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if zhuangtai not in (None, ''):
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qs = qs.filter(zhuangtai=int(zhuangtai))
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if leixing not in (None, ''):
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qs = qs.filter(leixing=int(leixing))
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if keyword:
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from django.db.models import Q
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qs = qs.filter(
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Q(gongdan_id__icontains=keyword)
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| Q(shenqingren_id__icontains=keyword)
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| Q(order_id__icontains=keyword)
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| Q(chongzhi_id__icontains=keyword)
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| Q(fadan_id__icontains=keyword)
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)
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total = qs.count()
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start = max(page - 1, 0) * page_size
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rows = [serialize_gongdan(g, include_images=False) for g in qs[start:start + page_size]]
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return _ok({'list': rows, 'total': total, 'page': page, 'page_size': page_size})
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class GongdanAdminHandleView(APIView):
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"""客服处理工单。POST /gongdan/admin/handle/"""
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permission_classes = [IsAuthenticated]
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def post(self, request):
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kefu, perms, err = _require_kefu_perm(request, PERM_HANDLE)
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if err:
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return err
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d = request.data
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handler_uid = getattr(request.user, 'UserUID', '') or getattr(request.user, 'Phone', '')
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handler_name = getattr(request.user, 'NickName', None) or getattr(request.user, 'Phone', '') or handler_uid
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try:
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gd = handle_gongdan(
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gongdan_id=(d.get('gongdan_id') or '').strip(),
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handler_uid=handler_uid,
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handler_name=handler_name,
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action=d.get('action') or 'done',
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chuli_jieguo=d.get('chuli_jieguo') or d.get('jieguo') or '',
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)
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return _ok(serialize_gongdan(gd, include_images=True, include_shengji=True), '处理成功')
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except GongdanError as e:
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return _err(str(e))
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except Exception as e:
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logger.error('处理工单失败: %s', e, exc_info=True)
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return _err('处理失败', http=500)
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