feat: ticket enhancemnet

2025-07-02 17:22:35 +08:00
parent 24ed4e874a
commit 758276ecfc
11 changed files with 577 additions and 108 deletions
--- a/features/ue/mf_callback_ticket/model.go
+++ b/features/ue/mf_callback_ticket/model.go
@@ -98,18 +98,18 @@ type CallbackTicketQuery struct {

 // @Description VoLTE用户信息
 type CallbackTicket struct {
-	TicketId     int64  `json:"ticketId" gorm:"column:ticket_id"`                        // 工单ID
-	CallerNumber string `json:"callerNumber" gorm:"column:caller_number"`                // 主叫号码
-	CalleeNumber string `json:"calleeNumber" gorm:"column:callee_number"`                // 被叫号码
-	Status       string `json:"status" gorm:"column:status"`                             // 工单状态
-	AgentName    string `json:"agentName" gorm:"column:agent_name"`                      // 座席名称
-	AgentEmail   string `json:"agentEmail" gorm:"column:agent_email"`                    // 座席邮箱
-	AgentMobile  string `json:"agentMobile" gorm:"column:agent_mobile"`                  // 座席手机号码
-	Comment      string `json:"comment" gorm:"column:comment"`                           // 工单备注
-	MsdData      string `json:"msdData" gorm:"column:msd_data"`                          // MSD数据
-	RmUid        string `json:"rmUid" gorm:"column:rm_uid"`                              // RM用户ID
-	CreatedAt    int64  `json:"createdAt" gorm:"column:created_at"`                      // 创建时间
-	UpdatedAt    *int64 `json:"updatedAt" gorm:"column:updated_at;autoUpdateTime:false"` // 更新时间
+	TicketId     int64  `json:"ticketId" gorm:"column:ticket_id;primaryKey;autoIncrement"` // 工单ID
+	CallerNumber string `json:"callerNumber" gorm:"column:caller_number"`                  // 主叫号码
+	CalleeNumber string `json:"calleeNumber" gorm:"column:callee_number"`                  // 被叫号码
+	Status       string `json:"status" gorm:"column:status"`                               // 工单状态
+	AgentName    string `json:"agentName" gorm:"column:agent_name"`                        // 座席名称
+	AgentEmail   string `json:"agentEmail" gorm:"column:agent_email"`                      // 座席邮箱
+	AgentMobile  string `json:"agentMobile" gorm:"column:agent_mobile"`                    // 座席手机号码
+	Comment      string `json:"comment" gorm:"column:comment"`                             // 工单备注
+	MsdData      string `json:"msdData" gorm:"column:msd_data"`                            // MSD数据
+	RmUid        string `json:"rmUid" gorm:"column:rm_uid"`                                // RM用户ID
+	CreatedAt    int64  `json:"createdAt" gorm:"column:created_at"`                        // 创建时间
+	UpdatedAt    *int64 `json:"updatedAt" gorm:"column:updated_at;autoUpdateTime:false"`   // 更新时间
 }

 type AgentInfo struct {
--- a/features/ue/mf_callback_ticket/service.go
+++ b/features/ue/mf_callback_ticket/service.go
@@ -4,8 +4,10 @@ import (
 	"fmt"
 	"time"

+	"be.ems/lib/config"
 	"be.ems/lib/dborm"
 	"be.ems/lib/email"
+	"be.ems/lib/log"
 	"gorm.io/gorm"
 )

@@ -97,7 +99,7 @@ func (s *CallbackTicketService) SelectCallbackTicketByPage(pageNum int, pageSize
 	return tickets, int(total), nil
 }

-func (s *CallbackTicketService) InsertCallbackTicket(ticket CallbackTicket) error {
+func (s *CallbackTicketService) InsertCallbackTicket(ticket *CallbackTicket) error {
 	// 判断主叫号码是否已存在未处理完的工单
 	var existingCount int64
 	if err := s.getDB().Table("mf_callback_ticket").
@@ -110,7 +112,7 @@ func (s *CallbackTicketService) InsertCallbackTicket(ticket CallbackTicket) erro
 		return fmt.Errorf("caller %s already has a pending ticket", ticket.CallerNumber)
 	}
 	// 这里可以使用ORM或其他方式将ticket插入到数据库中
-	if err := s.getDB().Table("mf_callback_ticket").Create(&ticket).Error; err != nil {
+	if err := s.getDB().Table("mf_callback_ticket").Create(ticket).Error; err != nil {
 		return fmt.Errorf("failed to insert callback ticket: %w", err)
 	}
 	return nil
@@ -174,7 +176,7 @@ func (s *CallbackTicketService) GetLastAssignedAgent() (string, error) {
 	var lastTicket CallbackTicket
 	if err := s.getDB().Table("mf_callback_ticket").
 		Where("agent_name <> ''").
-		Order("created_at DESC").
+		Order("created_at DESC, ticket_id DESC").
 		First(&lastTicket).Error; err != nil {
 		if err == gorm.ErrRecordNotFound {
 			// 没有记录属于正常情况，返回空字符串
@@ -377,14 +379,137 @@ func (s *CallbackTicketService) UpdateTicketToTimeout(ticket *CallbackTicket, or

 		// 新工单分配后发送邮件通知
 		if newAgent.Email != "" {
-			subject := "新工单自动重建通知"
-			body := fmt.Sprintf("您被分配了一个自动重建的回拨工单，主叫号码：%s", newTicket.CallerNumber)
-			go email.SendEmail(newAgent.Email, subject, body)
+			// 发送邮件通知
+			// 获取SMTP配置
+			emailConfig := config.GetSMTPConfig()
+			if emailConfig != nil && emailConfig.Enabled {
+				// 创建配置副本，避免修改全局配置
+				emailCopy := *emailConfig // 浅拷贝结构体
+
+				// 合并配置中的To地址和当前工单的座席邮箱
+				var recipients []string
+
+				// 添加配置中的原始收件人（如管理员、监控人员等）
+				if len(emailConfig.To) > 0 {
+					recipients = append(recipients, emailConfig.To...)
+				}
+
+				// 添加当前工单的座席邮箱
+				recipients = append(recipients, ticket.AgentEmail)
+
+				// 去重处理（避免重复邮箱）
+				emailCopy.To = email.RemoveDuplicateEmails(recipients)
+
+				// 设置邮件主题和内容
+				emailCopy.Subject = "新工单自动重建通知"
+				emailCopy.Body = fmt.Sprintf("您被分配了一个自动重建的回拨工单，ID: %d, 主叫号码：%s, 请及时处理。",
+					newTicket.TicketId, newTicket.CallerNumber)
+				go email.SendEmailWithGomail(emailCopy)
+			}
 		}
 	}
 	return nil
 }

+// BatchUpdateTimeoutTickets 批量处理超时工单
+func (s *CallbackTicketService) BatchUpdateTimeoutTickets(tickets []CallbackTicket, originalStatus string, agents []AgentInfo) error {
+	if len(tickets) == 0 {
+		return nil
+	}
+
+	// 获取当前最后分配的座席
+	lastAssignedAgent, err := s.GetLastAssignedAgent()
+	if err != nil {
+		log.Errorf("获取最后分配座席失败: %v", err)
+		lastAssignedAgent = ""
+	}
+
+	now := time.Now().UnixMicro()
+	var successCount int
+	for i, ticket := range tickets {
+		// 1. 更新原工单为超时
+		updatedTicket := CallbackTicket{
+			TicketId:  ticket.TicketId,
+			Status:    TicketStatusTimeout.Enum(),
+			Comment:   fmt.Sprintf("%s - 工单状态为 %s 处理超时，系统自动更新为超时状态", ticket.Comment, originalStatus),
+			UpdatedAt: &now,
+		}
+		if err := s.getDB().Table("mf_callback_ticket").
+			Where("ticket_id = ?", ticket.TicketId).
+			Updates(updatedTicket).Error; err != nil {
+			log.Errorf("更新工单 %d 状态失败: %v", ticket.TicketId, err)
+			continue
+		}
+
+		// 2. 选择下一个座席（使用批处理中维护的lastAssignedAgent）
+		newAgent := s.SelectNextAgent(agents, lastAssignedAgent)
+		if newAgent == nil {
+			log.Errorf("没有可用的座席分配给工单 %d", ticket.TicketId)
+			continue
+		}
+
+		// 3. 创建新工单
+		newTicket := CallbackTicket{
+			CallerNumber: ticket.CallerNumber,
+			CalleeNumber: ticket.CalleeNumber,
+			Status:       TicketStatusNew.Enum(),
+			AgentName:    newAgent.Name,
+			AgentEmail:   newAgent.Email,
+			AgentMobile:  newAgent.Mobile,
+			Comment:      fmt.Sprintf("由超时工单 %d 自动重建", ticket.TicketId),
+			MsdData:      ticket.MsdData,
+			RmUid:        ticket.RmUid,
+			CreatedAt:    now + int64(i), // 确保每个工单的创建时间不同,
+			UpdatedAt:    nil,
+		}
+		if err := s.getDB().Table("mf_callback_ticket").Create(&newTicket).Error; err != nil {
+			log.Errorf("创建新工单失败: %v", err)
+			continue
+		}
+
+		// 4. 更新最后分配的座席
+		lastAssignedAgent = newAgent.Name
+
+		// 5. 发送邮件通知
+		if newAgent.Email != "" {
+			// 发送邮件通知
+			// 获取SMTP配置
+			emailConfig := config.GetSMTPConfig()
+			if emailConfig != nil && emailConfig.Enabled {
+				// 创建配置副本，避免修改全局配置
+				emailCopy := *emailConfig // 浅拷贝结构体
+
+				// 合并配置中的To地址和当前工单的座席邮箱
+				var recipients []string
+
+				// 添加配置中的原始收件人（如管理员、监控人员等）
+				if len(emailConfig.To) > 0 {
+					recipients = append(recipients, emailConfig.To...)
+				}
+
+				// 添加当前工单的座席邮箱
+				recipients = append(recipients, ticket.AgentEmail)
+
+				// 去重处理（避免重复邮箱）
+				emailCopy.To = email.RemoveDuplicateEmails(recipients)
+
+				// 设置邮件主题和内容
+				emailCopy.Subject = "新工单自动重建通知"
+				emailCopy.Body = fmt.Sprintf("您被分配了一个自动重建的回拨工单，ID: %d, 主叫号码：%s, 请及时处理。",
+					newTicket.TicketId, newTicket.CallerNumber)
+				go email.SendEmailWithGomail(emailCopy)
+			}
+		}
+
+		successCount++
+		log.Infof("工单 %d 已重建为新工单 %d，分配给座席 %s (第%d个处理)",
+			ticket.TicketId, newTicket.TicketId, newAgent.Name, i+1)
+	}
+
+	log.Infof("批量处理完成，成功处理 %d/%d 个超时工单", successCount, len(tickets))
+	return nil
+}
+
 // FindNearlyTimeoutTickets 查询即将超时的工单
 func (s *CallbackTicketService) FindNearlyTimeoutTickets(status string, timeoutMicros int64, aheadMicros int64) ([]CallbackTicket, error) {
 	nowMicros := time.Now().UnixMicro()