603 lines
23 KiB
Python
603 lines
23 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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TYPE_GUANSHI, TYPE_ZUZHANG,
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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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list_gongdan_for_user,
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user_can_view_gongdan,
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user_resolve_gongdan,
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user_start_negotiate,
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user_apply_intervene,
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check_complaint_blocks_withdraw,
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search_complaint_targets,
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get_club_gongdan_config,
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set_complaint_withdraw_block,
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update_club_gongdan_config,
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peek_inviter_complaint_target,
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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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target_role=d.get('target_role'),
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target_user_id=d.get('target_user_id') or d.get('zuzhang_id') or d.get('guanshi_id'),
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image_urls=images,
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contact_qq=d.get('contact_qq') or d.get('qq') or '',
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contact_wechat=d.get('contact_wechat') or d.get('wechat') or d.get('wx') or '',
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contact_phone=d.get('contact_phone') or d.get('phone') or d.get('mobile') or '',
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)
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return _ok(
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serialize_gongdan(gd, include_images=True, include_shengji=True, viewer_uid=request.user.UserUID),
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'提交成功',
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)
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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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scope = (
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request.data.get('scope')
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or request.data.get('tab')
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or request.query_params.get('scope')
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or request.query_params.get('tab')
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or 'created'
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)
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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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club_id = _resolve_club(request)
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data = list_gongdan_for_user(
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request.user.UserUID,
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scope=scope,
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club_id=club_id,
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page=page,
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page_size=page_size,
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)
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return _ok(data)
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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 / 被投诉人 / 牵连组长 / 客服
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if user_can_view_gongdan(gd, request.user.UserUID):
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return _ok(serialize_gongdan(
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gd, include_images=True, include_shengji=True, viewer_uid=request.user.UserUID,
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))
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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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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(
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gd, include_images=True, include_shengji=True, for_admin=True,
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))
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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(
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serialize_gongdan(gd, include_images=True, include_shengji=True, viewer_uid=request.user.UserUID),
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'已提交补充投诉',
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)
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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, viewer_uid=request.user.UserUID), '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 GongdanResolveView(APIView):
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"""投诉人确认已解决。POST /gongdan/resolve/"""
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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_resolve_gongdan(
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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, viewer_uid=request.user.UserUID), '已确认解决')
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except GongdanError as e:
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return _err(str(e))
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class GongdanNegotiateView(APIView):
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"""转协商中。POST /gongdan/negotiate/"""
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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_start_negotiate(
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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, viewer_uid=request.user.UserUID), '已进入协商')
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except GongdanError as e:
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return _err(str(e))
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class GongdanApplyInterveneView(APIView):
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"""申请平台介入。POST /gongdan/apply-intervene/"""
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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_apply_intervene(
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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, viewer_uid=request.user.UserUID), '已申请平台介入')
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except GongdanError as e:
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return _err(str(e))
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class GongdanWithdrawCheckView(APIView):
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"""提现前投诉拦截检查。POST /gongdan/withdraw-block-check/"""
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permission_classes = [IsAuthenticated]
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def post(self, request):
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ok, msg, extra = check_complaint_blocks_withdraw(request.user, club_id=_resolve_club(request))
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return _ok({
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'blocked': not ok,
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'msg': msg,
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'reason': extra.get('reason') or '',
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'tab': extra.get('tab') or '',
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'count': extra.get('count') or 0,
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})
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class GongdanSearchTargetView(APIView):
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"""本人邀请人（已禁止全库搜索）。POST /gongdan/search-target/"""
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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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try:
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data = search_complaint_targets(
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role=d.get('role') or d.get('target_role') or '',
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keyword=d.get('keyword') or d.get('q') or '',
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club_id=_resolve_club(request),
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page=d.get('page') or 1,
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page_size=d.get('page_size') or 20,
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yonghuid=request.user.UserUID,
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)
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return _ok(data)
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except GongdanError as e:
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return _err(str(e))
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class GongdanMyInviterTargetView(APIView):
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"""查询本人可投诉的邀请人。POST /gongdan/my-inviter-target/ body: {leixing:4|6}"""
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permission_classes = [IsAuthenticated]
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def post(self, request):
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try:
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leixing = int(request.data.get('leixing') or 0)
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except (TypeError, ValueError):
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return _err('投诉类型无效')
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if leixing not in (TYPE_GUANSHI, TYPE_ZUZHANG):
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return _err('仅管事/组长投诉需要邀请人')
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return _ok(peek_inviter_complaint_target(request.user.UserUID, leixing))
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class GongdanMetaView(APIView):
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"""类型/状态枚举 + 人工客服联系方式。GET /gongdan/meta/"""
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permission_classes = [IsAuthenticated]
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def get(self, request):
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club_id = _resolve_club(request)
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cfg = get_club_gongdan_config(club_id) if club_id else get_club_gongdan_config('')
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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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'human_kefu': {
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'wechat': cfg.get('human_kefu_wechat') or '',
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'link': cfg.get('human_kefu_link') or '',
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'tip': cfg.get('human_kefu_tip') or '',
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'available': bool(cfg.get('human_kefu_available')),
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},
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'inviter_targets': {
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'guanshi': peek_inviter_complaint_target(request.user.UserUID, TYPE_GUANSHI),
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'zuzhang': peek_inviter_complaint_target(request.user.UserUID, TYPE_ZUZHANG),
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},
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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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# 投诉选单：仅已支付；普通充值记录页不传此参数则展示全部状态
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only_paid = str(
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request.data.get('only_paid')
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or request.data.get('for_complaint')
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or ''
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).lower() in ('1', 'true', 'yes')
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if only_paid:
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from products.czjilu_types import CZJILU_PAID_STATUS
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qs = qs.filter(zhuangtai=CZJILU_PAID_STATUS)
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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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7: '转盘',
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}
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# 与 czjilu 实际状态一致：待支付/已取消/已支付等全量展示，不筛选
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status_map = {
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9: '待支付',
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3: '已支付',
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2: '已取消',
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1: '处理中',
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8: '履约失败',
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10: '业务失败',
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0: '未知',
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}
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rows = []
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for o in qs[start:start + page_size]:
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z = o.zhuangtai
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try:
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z_int = int(z) if z is not None else None
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except (TypeError, ValueError):
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z_int = None
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ct = ''
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if getattr(o, 'CreateTime', None):
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try:
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ct = o.CreateTime.strftime('%Y-%m-%d %H:%M:%S')
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except Exception:
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ct = o.CreateTime.isoformat()
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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, f'类型{o.leixing}'),
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'jine': str(o.jine),
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'zhuangtai': z_int if z_int is not None else z,
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'zhuangtai_label': status_map.get(z_int, f'状态{z}' if z is not None else '未知'),
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'shuoming': o.shuoming or '',
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'club_id': getattr(o, 'club_id', '') or '',
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'CreateTime': ct,
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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 []
|
||
is_admin = (
|
||
getattr(request.user, 'UserType', '') == 'admin'
|
||
or getattr(request.user, 'IsSuperuser', False)
|
||
or '000001' in perms
|
||
)
|
||
if is_admin:
|
||
return kefu, perms, None
|
||
if not any(c in perms for c in need_codes):
|
||
return None, None, _err('无工单权限', http=403)
|
||
return kefu, perms, None
|
||
|
||
|
||
class GongdanAdminListView(APIView):
|
||
"""客服工单列表。POST /gongdan/admin/list/"""
|
||
permission_classes = [IsAuthenticated]
|
||
|
||
def post(self, request):
|
||
kefu, perms, err = _require_kefu_perm(request, PERM_VIEW, PERM_HANDLE)
|
||
if err:
|
||
return err
|
||
page = int(request.data.get('page') or 1)
|
||
page_size = min(int(request.data.get('page_size') or 20), 100)
|
||
from django.db.models import Q
|
||
qs = Gongdan.query.all().order_by('-CreateTime')
|
||
try:
|
||
from jituan.services.club_context import filter_club_char_field
|
||
qs = filter_club_char_field(qs, request, field='club_id')
|
||
except Exception:
|
||
pass
|
||
zhuangtai = request.data.get('zhuangtai')
|
||
leixing = request.data.get('leixing')
|
||
keyword = (request.data.get('keyword') or '').strip()
|
||
only_escalated = str(request.data.get('only_escalated') or '').lower() in ('1', 'true', 'yes')
|
||
need_handle = str(request.data.get('need_handle') or '').lower() in ('1', 'true', 'yes')
|
||
if need_handle:
|
||
qs = qs.filter(Q(zhuangtai=1) | Q(zhuangtai=3) | Q(zhuangtai=5))
|
||
elif zhuangtai not in (None, ''):
|
||
qs = qs.filter(zhuangtai=int(zhuangtai))
|
||
if only_escalated:
|
||
qs = qs.filter(shengji_cishu__gt=0).filter(Q(zhuangtai=1) | Q(zhuangtai=3) | Q(zhuangtai=5))
|
||
if leixing not in (None, ''):
|
||
qs = qs.filter(leixing=int(leixing))
|
||
if keyword:
|
||
qs = qs.filter(
|
||
Q(gongdan_id__icontains=keyword)
|
||
| Q(shenqingren_id__icontains=keyword)
|
||
| Q(target_user_id__icontains=keyword)
|
||
| Q(guanshi_id__icontains=keyword)
|
||
| Q(order_id__icontains=keyword)
|
||
| Q(chongzhi_id__icontains=keyword)
|
||
| Q(fadan_id__icontains=keyword)
|
||
)
|
||
total = qs.count()
|
||
start = max(page - 1, 0) * page_size
|
||
rows = [
|
||
serialize_gongdan(g, include_images=False, for_admin=True)
|
||
for g in qs[start:start + page_size]
|
||
]
|
||
|
||
# 统计基于俱乐部范围全量（不受当前筛选影响），方便客服一眼看到待办量
|
||
stats_qs = Gongdan.query.all()
|
||
try:
|
||
from jituan.services.club_context import filter_club_char_field
|
||
stats_qs = filter_club_char_field(stats_qs, request, field='club_id')
|
||
except Exception:
|
||
pass
|
||
stats = {
|
||
'total': stats_qs.count(),
|
||
'pending': stats_qs.filter(zhuangtai=1).count(),
|
||
'done': stats_qs.filter(zhuangtai=2).count(),
|
||
'dissatisfied': stats_qs.filter(zhuangtai=3).count(),
|
||
'closed': stats_qs.filter(zhuangtai=4).count(),
|
||
'negotiating': stats_qs.filter(zhuangtai=5).count(),
|
||
'escalated': stats_qs.filter(shengji_cishu__gt=0).filter(
|
||
Q(zhuangtai=1) | Q(zhuangtai=3) | Q(zhuangtai=5)
|
||
).count(),
|
||
'need_handle': stats_qs.filter(Q(zhuangtai=1) | Q(zhuangtai=3) | Q(zhuangtai=5)).count(),
|
||
}
|
||
return _ok({
|
||
'list': rows,
|
||
'total': total,
|
||
'page': page,
|
||
'page_size': page_size,
|
||
'stats': stats,
|
||
})
|
||
|
||
|
||
class GongdanAdminHandleView(APIView):
|
||
"""客服处理工单。POST /gongdan/admin/handle/"""
|
||
permission_classes = [IsAuthenticated]
|
||
|
||
def post(self, request):
|
||
kefu, perms, err = _require_kefu_perm(request, PERM_HANDLE)
|
||
if err:
|
||
return err
|
||
d = request.data
|
||
handler_uid = getattr(request.user, 'UserUID', '') or getattr(request.user, 'Phone', '')
|
||
handler_name = getattr(request.user, 'NickName', None) or getattr(request.user, 'Phone', '') or handler_uid
|
||
try:
|
||
gd = handle_gongdan(
|
||
gongdan_id=(d.get('gongdan_id') or '').strip(),
|
||
handler_uid=handler_uid,
|
||
handler_name=handler_name,
|
||
action=d.get('action') or 'done',
|
||
chuli_jieguo=d.get('chuli_jieguo') or d.get('jieguo') or '',
|
||
intervene_reason=d.get('intervene_reason') or '',
|
||
)
|
||
return _ok(
|
||
serialize_gongdan(gd, include_images=True, include_shengji=True, for_admin=True),
|
||
'处理成功',
|
||
)
|
||
except GongdanError as e:
|
||
return _err(str(e))
|
||
except Exception as e:
|
||
logger.error('处理工单失败: %s', e, exc_info=True)
|
||
return _err('处理失败', http=500)
|
||
|
||
|
||
class GongdanAdminClubConfigView(APIView):
|
||
"""
|
||
当前俱乐部工单开关 + 人工客服联系方式。
|
||
GET/POST /gongdan/admin/club-config/
|
||
字段：complaint_withdraw_block / human_kefu_wechat / human_kefu_link / human_kefu_tip
|
||
"""
|
||
permission_classes = [IsAuthenticated]
|
||
|
||
def _club_id(self, request):
|
||
try:
|
||
from jituan.services.club_context import resolve_club_id_from_request
|
||
return (resolve_club_id_from_request(request) or '').strip()
|
||
except Exception:
|
||
return (getattr(request.user, 'ClubID', None) or getattr(request.user, 'club_id', None) or '').strip()
|
||
|
||
def get(self, request):
|
||
kefu, perms, err = _require_kefu_perm(request, PERM_VIEW, PERM_HANDLE)
|
||
if err:
|
||
return err
|
||
club_id = self._club_id(request)
|
||
if not club_id:
|
||
return _err('请先选择俱乐部')
|
||
return _ok(get_club_gongdan_config(club_id))
|
||
|
||
def post(self, request):
|
||
kefu, perms, err = _require_kefu_perm(request, PERM_HANDLE)
|
||
if err:
|
||
return err
|
||
club_id = self._club_id(request)
|
||
if not club_id:
|
||
return _err('请先选择俱乐部')
|
||
d = request.data or {}
|
||
patch = {}
|
||
if 'complaint_withdraw_block' in d:
|
||
raw = d.get('complaint_withdraw_block')
|
||
if isinstance(raw, str):
|
||
patch['complaint_withdraw_block'] = raw.strip().lower() in ('1', 'true', 'yes', 'on')
|
||
else:
|
||
patch['complaint_withdraw_block'] = bool(raw)
|
||
for key in ('human_kefu_wechat', 'human_kefu_link', 'human_kefu_tip'):
|
||
if key in d:
|
||
patch[key] = d.get(key)
|
||
if not patch:
|
||
return _err('缺少可保存字段')
|
||
try:
|
||
# 兼容旧前端只传 withdraw 开关
|
||
if list(patch.keys()) == ['complaint_withdraw_block']:
|
||
data = set_complaint_withdraw_block(club_id, patch['complaint_withdraw_block'])
|
||
else:
|
||
data = update_club_gongdan_config(club_id, **patch)
|
||
return _ok(data, '已保存')
|
||
except GongdanError as e:
|
||
return _err(str(e))
|