823 lines
30 KiB
Python
823 lines
30 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 {
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'club_id': '',
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'complaint_withdraw_block': False,
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'human_kefu_wechat': '',
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'human_kefu_link': '',
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'human_kefu_tip': '',
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'human_kefu_available': False,
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}
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row = ClubGongdanConfig.query.filter(club_id=cid).first()
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wechat = ((row.human_kefu_wechat if row else '') or '').strip()
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link = ((row.human_kefu_link if row else '') or '').strip()
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tip = ((row.human_kefu_tip if row else '') or '').strip()
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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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'human_kefu_wechat': wechat,
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'human_kefu_link': link,
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'human_kefu_tip': tip or ('添加人工客服微信咨询' if wechat else ('点击联系人工客服' if link else '')),
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'human_kefu_available': bool(wechat or link),
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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 update_club_gongdan_config(club_id: str, **fields) -> dict:
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"""更新俱乐部工单配置（提现拦截 / 人工客服联系方式）。"""
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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)
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dirty = []
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if 'complaint_withdraw_block' in fields and fields['complaint_withdraw_block'] is not None:
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val = bool(fields['complaint_withdraw_block'])
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if row.complaint_withdraw_block != val:
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row.complaint_withdraw_block = val
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dirty.append('complaint_withdraw_block')
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if 'human_kefu_wechat' in fields and fields['human_kefu_wechat'] is not None:
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val = str(fields['human_kefu_wechat'] or '').strip()[:64]
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if (row.human_kefu_wechat or '') != val:
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row.human_kefu_wechat = val
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dirty.append('human_kefu_wechat')
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if 'human_kefu_link' in fields and fields['human_kefu_link'] is not None:
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val = str(fields['human_kefu_link'] or '').strip()[:512]
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if (row.human_kefu_link or '') != val:
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row.human_kefu_link = val
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dirty.append('human_kefu_link')
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if 'human_kefu_tip' in fields and fields['human_kefu_tip'] is not None:
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val = str(fields['human_kefu_tip'] or '').strip()[:120]
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if (row.human_kefu_tip or '') != val:
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row.human_kefu_tip = val
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dirty.append('human_kefu_tip')
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if dirty:
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dirty.append('UpdateTime')
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row.save(update_fields=dirty)
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return get_club_gongdan_config(cid)
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def resolve_inviter_complaint_target(yonghuid: str, leixing: int) -> dict:
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"""
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管事/组长投诉只能针对本人邀请人，禁止搜索乱选：
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- 管事投诉：打手的 yaoqingren，且对方须是管事
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- 组长投诉：管事的 yaoqingren，且对方须是组长
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无邀请人则不可投诉。
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"""
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uid = (yonghuid or '').strip()
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if not uid:
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raise GongdanError('请先登录', 'need_login')
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from users.models import UserDashou, UserGuanshi, UserZuzhang
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if leixing == TYPE_GUANSHI:
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ds = UserDashou.query.filter(user__UserUID=uid).select_related('user').first()
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if not ds:
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raise GongdanError('仅打手可投诉自己的管事', 'need_dashou')
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inviter = (ds.yaoqingren or '').strip()
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if not inviter:
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raise GongdanError('你没有邀请人，无法投诉管事', 'no_inviter')
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gs = UserGuanshi.query.filter(user__UserUID=inviter, zhuangtai=1).select_related('user').first()
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if not gs:
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raise GongdanError('你的邀请人不是有效管事，无法投诉', 'inviter_not_guanshi')
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return {
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'role': TARGET_ROLE_GUANSHI,
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'role_label': TARGET_ROLE_LABELS[TARGET_ROLE_GUANSHI],
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'user_id': inviter,
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'nicheng': _user_nicheng(inviter),
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'can_complain': True,
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}
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if leixing == TYPE_ZUZHANG:
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gs = UserGuanshi.query.filter(user__UserUID=uid).select_related('user').first()
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if not gs:
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raise GongdanError('仅管事可投诉自己的组长', 'need_guanshi')
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inviter = (gs.yaoqingren or '').strip()
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if not inviter:
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raise GongdanError('你没有邀请人，无法投诉组长', 'no_inviter')
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zz = UserZuzhang.query.filter(user__UserUID=inviter, zhuangtai=1).select_related('user').first()
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if not zz:
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raise GongdanError('你的邀请人不是有效组长，无法投诉', 'inviter_not_zuzhang')
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return {
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'role': TARGET_ROLE_ZUZHANG,
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'role_label': TARGET_ROLE_LABELS[TARGET_ROLE_ZUZHANG],
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'user_id': inviter,
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'nicheng': _user_nicheng(inviter),
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'can_complain': True,
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}
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raise GongdanError('仅管事/组长投诉需要邀请人', 'bad_type')
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def peek_inviter_complaint_target(yonghuid: str, leixing: int) -> dict:
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"""前端展示用：失败时返回 can_complain=False + 原因，不抛错。"""
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try:
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return resolve_inviter_complaint_target(yonghuid, leixing)
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except GongdanError as e:
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role = TARGET_ROLE_GUANSHI if leixing == TYPE_GUANSHI else TARGET_ROLE_ZUZHANG
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return {
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'role': role,
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'role_label': TARGET_ROLE_LABELS.get(role, ''),
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'user_id': '',
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'nicheng': '',
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'can_complain': False,
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'reason': str(e),
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}
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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, *, yonghuid=None):
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"""归一化被投诉对象。管事/组长投诉强制本人邀请人，忽略前端传入的选人。"""
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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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info = resolve_inviter_complaint_target(yonghuid, TYPE_GUANSHI)
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tid = info['user_id']
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return TARGET_ROLE_GUANSHI, tid, tid
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if leixing == TYPE_ZUZHANG:
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info = resolve_inviter_complaint_target(yonghuid, TYPE_ZUZHANG)
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tid = info['user_id']
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return TARGET_ROLE_ZUZHANG, 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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from products.czjilu_types import CZJILU_PAID_STATUS
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cz = Czjilu.query.filter(dingdan_id=chongzhi_id).first()
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if not cz:
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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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try:
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z = int(cz.zhuangtai) if cz.zhuangtai is not None else None
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except (TypeError, ValueError):
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z = None
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if z != CZJILU_PAID_STATUS:
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raise GongdanError('仅已支付的充值单可投诉', 'chongzhi_not_paid')
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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,
|
||
'zhuangtai_label': STATUS_LABELS.get(gd.zhuangtai, str(gd.zhuangtai)),
|
||
'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
|
||
'platform_intervened': bool(gd.platform_intervened),
|
||
'intervene_at': gd.intervene_at.isoformat() if gd.intervene_at else '',
|
||
'intervene_reason': gd.intervene_reason or '',
|
||
'chuli_time': gd.chuli_time.isoformat() if gd.chuli_time else '',
|
||
'shengji_cishu': gd.shengji_cishu or 0,
|
||
'CreateTime': gd.CreateTime.isoformat() if gd.CreateTime else '',
|
||
'UpdateTime': gd.UpdateTime.isoformat() if gd.UpdateTime else '',
|
||
'target_role': t_role,
|
||
'target_role_label': TARGET_ROLE_LABELS.get(t_role, t_role or ''),
|
||
'target_nicheng': _user_nicheng(t_uid),
|
||
'complainant_nicheng': _user_nicheng(gd.shenqingren_id),
|
||
'relation': relation,
|
||
'is_open': gd.zhuangtai in OPEN_STATUSES,
|
||
'can_contact': False,
|
||
'contact_peer_uid': '',
|
||
'contact_peer_nicheng': '',
|
||
'can_contact_complainant': False,
|
||
'contact_complainant_uid': '',
|
||
'contact_complainant_nicheng': '',
|
||
}
|
||
if viewer_uid and relation in ('created', 'received'):
|
||
peer = t_uid if relation == 'created' else gd.shenqingren_id
|
||
if peer and peer != viewer_uid:
|
||
data['can_contact'] = True
|
||
data['contact_peer_uid'] = peer
|
||
data['contact_peer_nicheng'] = _user_nicheng(peer)
|
||
elif viewer_uid and relation == 'linked':
|
||
# 牵连组长：默认可联系主被投诉管事；另可联系投诉人
|
||
if t_uid and t_uid != viewer_uid:
|
||
data['can_contact'] = True
|
||
data['contact_peer_uid'] = t_uid
|
||
data['contact_peer_nicheng'] = _user_nicheng(t_uid)
|
||
if gd.shenqingren_id and gd.shenqingren_id != viewer_uid:
|
||
data['can_contact_complainant'] = True
|
||
data['contact_complainant_uid'] = gd.shenqingren_id
|
||
data['contact_complainant_nicheng'] = _user_nicheng(gd.shenqingren_id)
|
||
if for_admin:
|
||
# 客服需要 UID 做内部处理；用户端绝不下发
|
||
data['shenqingren_id'] = gd.shenqingren_id or ''
|
||
data['target_user_id'] = t_uid or ''
|
||
data['guanshi_id'] = gd.guanshi_id or ''
|
||
data['chuliren_id'] = gd.chuliren_id or ''
|
||
data['chuliren_name'] = gd.chuliren_name or ('平台客服' if gd.platform_intervened or gd.chuliren_id else '')
|
||
else:
|
||
data['chuliren_name'] = '平台客服' if (gd.platform_intervened or gd.chuliren_name) else ''
|
||
|
||
if include_images:
|
||
data['images'] = [
|
||
{'url': img.url, 'paixu': img.paixu}
|
||
for img in gd.images.all().order_by('paixu', 'id')
|
||
]
|
||
if include_shengji:
|
||
data['shengji_list'] = [
|
||
{
|
||
'cishu': s.cishu,
|
||
'shuoming': s.shuoming,
|
||
'CreateTime': s.CreateTime.isoformat() if s.CreateTime else '',
|
||
}
|
||
for s in gd.shengji_list.all().order_by('cishu', 'id')
|
||
]
|
||
return data
|
||
|
||
|
||
def _viewer_is_linked_zuzhang(viewer_uid: str, gd) -> bool:
|
||
"""下级管事被投诉时，其上级组长视为牵连方。"""
|
||
t_uid = _effective_target_uid(gd)
|
||
t_role = _effective_target_role(gd)
|
||
if not t_uid or t_role != TARGET_ROLE_GUANSHI:
|
||
return False
|
||
try:
|
||
from users.models import UserGuanshi
|
||
gs = UserGuanshi.objects.filter(user__UserUID=t_uid).first()
|
||
if not gs:
|
||
return False
|
||
return (gs.yaoqingren or '').strip() == str(viewer_uid)
|
||
except Exception:
|
||
return False
|
||
|
||
|
||
def _sub_guanshi_uids(zuzhang_uid: str):
|
||
from users.models import UserGuanshi
|
||
rows = UserGuanshi.objects.filter(yaoqingren=str(zuzhang_uid)).select_related('user')
|
||
out = []
|
||
for r in rows:
|
||
uid = getattr(getattr(r, 'user', None), 'UserUID', None)
|
||
if uid:
|
||
out.append(str(uid))
|
||
return out
|
||
|
||
|
||
def open_complaint_q_for_target_uids(uids):
|
||
"""未结清且指向这些 UID 的工单条件。"""
|
||
uids = [str(u) for u in (uids or []) if u]
|
||
if not uids:
|
||
return Q(pk__in=[])
|
||
return (
|
||
Q(zhuangtai__in=OPEN_STATUSES)
|
||
& (Q(target_user_id__in=uids) | Q(guanshi_id__in=uids))
|
||
)
|
||
|
||
|
||
def check_complaint_blocks_withdraw(user_main, club_id=None):
|
||
"""
|
||
提现拦截。
|
||
返回 (ok, msg, extra)
|
||
extra: reason=received|linked, tab, count
|
||
"""
|
||
try:
|
||
from jituan.services.club_user import get_user_club_id
|
||
cid = (club_id or get_user_club_id(user_main) or '').strip()
|
||
except Exception:
|
||
cid = (club_id or '').strip()
|
||
|
||
if not is_complaint_withdraw_block_enabled(cid):
|
||
return True, '', {}
|
||
|
||
uid = str(user_main.UserUID)
|
||
base = Gongdan.query.filter(club_id=cid) if cid else Gongdan.query.all()
|
||
|
||
# 1) 自己是主被投诉人
|
||
qs_recv = base.filter(open_complaint_q_for_target_uids([uid]))
|
||
cnt = qs_recv.count()
|
||
if cnt:
|
||
return False, '你有未处理完的投诉，请处理后再提现', {
|
||
'reason': 'received',
|
||
'tab': 'received',
|
||
'count': cnt,
|
||
'code': 'COMPLAINT_BLOCK_WITHDRAW',
|
||
}
|
||
|
||
# 2) 自己是组长，下级管事被投诉 → 牵连
|
||
try:
|
||
from users.models import UserZuzhang
|
||
is_zz = UserZuzhang.query.filter(user=user_main).exists()
|
||
except Exception:
|
||
is_zz = False
|
||
if is_zz:
|
||
subs = _sub_guanshi_uids(uid)
|
||
if subs:
|
||
qs_link = base.filter(open_complaint_q_for_target_uids(subs)).filter(
|
||
Q(target_role=TARGET_ROLE_GUANSHI) | Q(target_role='') | Q(leixing=TYPE_GUANSHI)
|
||
)
|
||
cnt2 = qs_link.count()
|
||
if cnt2:
|
||
return False, '下级管事有未处理投诉，暂不可提现', {
|
||
'reason': 'linked',
|
||
'tab': 'linked',
|
||
'count': cnt2,
|
||
'code': 'COMPLAINT_BLOCK_WITHDRAW',
|
||
}
|
||
|
||
return True, '', {}
|
||
|
||
|
||
def search_complaint_targets(*, role, keyword='', club_id=None, page=1, page_size=20, yonghuid=None):
|
||
"""已废弃搜索选人：仅返回本人邀请人（防乱投诉）。keyword/club 忽略。"""
|
||
role = (role or '').strip().lower()
|
||
if role == TARGET_ROLE_GUANSHI:
|
||
leixing = TYPE_GUANSHI
|
||
elif role == TARGET_ROLE_ZUZHANG:
|
||
leixing = TYPE_ZUZHANG
|
||
else:
|
||
raise GongdanError('role 须为 guanshi 或 zuzhang', 'bad_role')
|
||
info = peek_inviter_complaint_target(yonghuid, leixing)
|
||
rows = []
|
||
if info.get('can_complain') and info.get('user_id'):
|
||
rows.append({
|
||
'user_id': info['user_id'],
|
||
'nicheng': info.get('nicheng') or '',
|
||
'role': info.get('role') or role,
|
||
'role_label': info.get('role_label') or '',
|
||
})
|
||
return {
|
||
'list': rows,
|
||
'total': len(rows),
|
||
'page': 1,
|
||
'page_size': 1,
|
||
'role': role,
|
||
'can_complain': bool(info.get('can_complain')),
|
||
'reason': info.get('reason') or '',
|
||
'invite_only': True,
|
||
}
|
||
|
||
|
||
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,
|
||
yonghuid=yonghuid,
|
||
)
|
||
|
||
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
|