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/src/modules/crontask/processor/psap_ticket_monitor/psap_ticket_monitor.go
+++ b/src/modules/crontask/processor/psap_ticket_monitor/psap_ticket_monitor.go
@@ -7,6 +7,7 @@ import (
 	"strings"

 	ueCallBackTicket "be.ems/features/ue/mf_callback_ticket"
+	"be.ems/lib/config"
 	"be.ems/lib/email"
 	"be.ems/lib/log"
 	"be.ems/src/framework/cron"
@@ -35,40 +36,40 @@ func (s *PsapTicketMonitor) Execute(data any) (any, error) {
 		"count": s.count,
 	}

-	// 处理超时的NEW状态工单 (60分钟)
+	// 处理超时的NEW状态工单
 	newTicketsUpdated, err := s.handleTimeoutTickets(
 		ueCallBackTicket.TicketStatusNew.Enum(),
-		1*60*1000000, // 1分钟(微秒)
+		config.GetNewTicketTimeoutMicros(),
 	)
 	if err != nil {
 		log.Errorf("处理NEW状态超时工单失败: %v", err)
 	}
 	result["newTicketsUpdated"] = newTicketsUpdated

-	// 处理超时的IN_PROGRESS状态工单 (60分钟)
+	// 处理超时的IN_PROGRESS状态工单
 	inProgressTicketsUpdated, err := s.handleTimeoutTickets(
 		ueCallBackTicket.TicketStatusInProgress.Enum(),
-		60*60*1000000, // 60分钟(微秒)
+		config.GetInProgressTicketTimeoutMicros(),
 	)
 	if err != nil {
 		log.Errorf("处理IN_PROGRESS状态超时工单失败: %v", err)
 	}
 	result["inProgressTicketsUpdated"] = inProgressTicketsUpdated

-	// 处理超时的NO_ANSWER_1状态工单 (4小时)
+	// 处理超时的NO_ANSWER_1状态工单
 	noAnswer1TicketsUpdated, err := s.handleTimeoutTickets(
 		ueCallBackTicket.TicketStatusNoAnswer1.Enum(),
-		4*60*60*1000000, // 4小时(微秒)
+		config.GetNoAnswer1TicketTimeoutMicros(),
 	)
 	if err != nil {
 		log.Errorf("处理NO_ANSWER_1状态超时工单失败: %v", err)
 	}
 	result["noAnswer1TicketsUpdated"] = noAnswer1TicketsUpdated

-	// 处理超时的NO_ANSWER_2状态工单 (8小时)
+	// 处理超时的NO_ANSWER_2状态工单
 	noAnswer2TicketsUpdated, err := s.handleTimeoutTickets(
 		ueCallBackTicket.TicketStatusNoAnswer2.Enum(),
-		8*60*60*1000000, // 8小时(微秒)
+		config.GetNoAnswer2TicketTimeoutMicros(),
 	)
 	if err != nil {
 		log.Errorf("处理NO_ANSWER_2状态超时工单失败: %v", err)
@@ -82,44 +83,44 @@ func (s *PsapTicketMonitor) Execute(data any) (any, error) {

 	log.Infof("工单监控任务完成，共处理 %d 个超时工单", totalUpdated)

-	// 处理超时的NEW状态工单 (60分钟)
+	// 处理超时的NEW状态工单
 	newTicketsNearlyTimeout, err := s.handleNearlyTimeoutTickets(
 		ueCallBackTicket.TicketStatusNew.Enum(),
-		60*60*1000000, // 60分钟(微秒)
-		10*60*1000000, // 提前10分钟提醒(微秒)
+		config.GetNewTicketTimeoutMicros(),
+		config.GetNearlyTimeoutMicros(),
 	)
 	if err != nil {
 		log.Errorf("处理NEW状态超时工单失败: %v", err)
 	}
 	result["newTicketsNearlyTimeout"] = newTicketsNearlyTimeout

-	// 处理超时的IN_PROGRESS状态工单 (60分钟)
+	// 处理超时的IN_PROGRESS状态工单
 	inProgressTicketsNearlyTimeout, err := s.handleNearlyTimeoutTickets(
 		ueCallBackTicket.TicketStatusInProgress.Enum(),
-		60*60*1000000, // 60分钟(微秒)
-		10*60*1000000, // 提前10分钟提醒(微秒)
+		config.GetInProgressTicketTimeoutMicros(),
+		config.GetNearlyTimeoutMicros(),
 	)
 	if err != nil {
 		log.Errorf("处理IN_PROGRESS状态超时工单失败: %v", err)
 	}
 	result["inProgressTicketsNearlyTimeout"] = inProgressTicketsNearlyTimeout

-	// 处理超时的NO_ANSWER_1状态工单 (4小时)
+	// 处理超时的NO_ANSWER_1状态工单
 	noAnswer1TicketsNearlyTimeout, err := s.handleNearlyTimeoutTickets(
 		ueCallBackTicket.TicketStatusNoAnswer1.Enum(),
-		4*60*60*1000000, // 4小时(微秒)
-		10*60*1000000,   // 提前10分钟提醒(微秒)
+		config.GetNoAnswer1TicketTimeoutMicros(),
+		config.GetNearlyTimeoutMicros(),
 	)
 	if err != nil {
 		log.Errorf("处理NO_ANSWER_1状态超时工单失败: %v", err)
 	}
 	result["noAnswer1TicketsNearlyTimeout"] = noAnswer1TicketsNearlyTimeout

-	// 处理超时的NO_ANSWER_2状态工单 (8小时)
+	// 处理超时的NO_ANSWER_2状态工单
 	noAnswer2TicketsNearlyTimeout, err := s.handleNearlyTimeoutTickets(
 		ueCallBackTicket.TicketStatusNoAnswer2.Enum(),
-		8*60*60*1000000, // 8小时(微秒)
-		10*60*1000000,   // 提前10分钟提醒(微秒)
+		config.GetNoAnswer2TicketTimeoutMicros(),
+		config.GetNearlyTimeoutMicros(),
 	)
 	if err != nil {
 		log.Errorf("处理NO_ANSWER_2状态即将超时工单失败: %v", err)
@@ -149,43 +150,37 @@ func (s *PsapTicketMonitor) handleTimeoutTickets(status string, timeoutMicros in
 		return 0, nil // 没有超时工单
 	}

-	// 更新超时工单状态
-	var updatedCount int
-	for _, ticket := range tickets {
-		// 获取网元信息
-		neInfo := neService.NewNeInfo.SelectNeInfoByRmuid(ticket.RmUid)
-		// 构造网元MF的API地址
-		url := fmt.Sprintf("http://%s:%d/api/rest/systemManagement/v1/elementType/%s/objectType/config/agents",
-			neInfo.IP, neInfo.Port, strings.ToLower(neInfo.NeType))
-		// 发送HTTP请求获取座席列表
-		resp, err := http.Get(url)
-		if err != nil {
-			log.Error("Failed to get MF agents", err)
-			continue
-		}
-		defer resp.Body.Close()
+	// 获取网元信息
+	neInfo := neService.NewNeInfo.SelectNeInfoByRmuid(tickets[0].RmUid)
+	// 构造网元MF的API地址
+	url := fmt.Sprintf("http://%s:%d/api/rest/systemManagement/v1/elementType/%s/objectType/config/agents",
+		neInfo.IP, neInfo.Port, strings.ToLower(neInfo.NeType))
+	// 发送HTTP请求获取座席列表
+	resp, err := http.Get(url)
+	if err != nil {
+		log.Error("Failed to get MF agents", err)
+		return 0, err
+	}
+	defer resp.Body.Close()

-		// 解析座席列表响应
-		var agentResp struct {
-			Code int                          `json:"code"`
-			Data []ueCallBackTicket.AgentInfo `json:"data"`
-			Msg  string                       `json:"msg"`
-		}
-
-		if err := json.NewDecoder(resp.Body).Decode(&agentResp); err != nil {
-			log.Error("Failed to decode MF agents response", err)
-			continue
-		}
-
-		if err := s.callbackTicketService.UpdateTicketToTimeout(&ticket, status, agentResp.Data); err != nil {
-			log.Errorf("更新工单 %d 状态失败: %v", ticket.TicketId, err)
-			continue
-		}
-		updatedCount++
-		log.Infof("工单 %d 已更新为超时状态 (原状态: %s)", ticket.TicketId, status)
+	// 解析座席列表响应
+	var agentResp struct {
+		Code int                          `json:"code"`
+		Data []ueCallBackTicket.AgentInfo `json:"data"`
+		Msg  string                       `json:"msg"`
 	}

-	return updatedCount, nil
+	if err := json.NewDecoder(resp.Body).Decode(&agentResp); err != nil {
+		log.Error("Failed to decode MF agents response", err)
+		return 0, err
+	}
+
+	if err := s.callbackTicketService.BatchUpdateTimeoutTickets(tickets, status, agentResp.Data); err != nil {
+		log.Errorf("Faild to batch update tickets: %v", err)
+		return 0, err
+	}
+
+	return len(tickets), nil
 }

 // handleTimeoutTickets 处理指定状态的超时工单
@@ -204,10 +199,33 @@ func (s *PsapTicketMonitor) handleNearlyTimeoutTickets(status string, timeoutMic
 	var updatedCount int
 	for _, ticket := range tickets {
 		if ticket.AgentEmail != "" {
-			subject := "工单即将超时提醒"
-			body := fmt.Sprintf("您负责的回拨工单（主叫号码：%s）即将超时，请及时处理。", ticket.CallerNumber)
-			go email.SendEmail(ticket.AgentEmail, subject, body)
+			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 = "工单即将超时提醒"
+				emailCopy.Body = fmt.Sprintf("您负责的回拨工单（编号:%d, 主叫号码：%s）即将在(%d分钟)超时，请及时处理。",
+					ticket.TicketId, ticket.CallerNumber, aheadMicros/1000/1000/60)
+				go email.SendEmailWithGomail(emailCopy)
+			}
 		}
+		updatedCount++
 	}

 	return updatedCount, nil