feat: ticket enhancemnet

config/etc/default/psap.yaml

@@ -0,0 +1,25 @@
+ticket:
+  notifcation:
+    smtp:
+      enabled: true
+      host: mail.smtp.com
+      port: 25
+      username: smtpext@smtp.com
+      # 注意：密码中如果包含特殊字符（如@、#、$等），
+      # 需要使用双引号括起来，避免解析错误
+      # 例如：password: "1000smtp@omc!"
+      password: 123456
+      tlsSkipVerify: true    
+      from: omc@psap
+      to:                   # 可以是多个收件人
+        - admin@psap.com  
+        - user1@psap.com  
+  timeout:          # 超时设置
+    # 这些时间单位是分钟
+    # 注意：这些时间是相对于工单创建时间的
+    # 例如：new: 60分钟，inProgress: 60分钟
+    new: 1
+    inProgress: 60
+    noAnswer1: 240
+    noAnswer2: 480
+    nearlyTimeout: 20

config/etc/default/restconf.yaml

@@ -186,4 +186,9 @@ params:
 
 testConfig:
   enabled: false
-  file: /usr/local/omc/etc/testconfig.yaml
+  file: /usr/local/omc/etc/testconfig.yaml
+  
+# PSAP RESTCONF配置
+psapConfig:
+  enabled: true
+  file: ./etc/psap.yaml

features/cdr/cdrevent.go

@@ -132,16 +132,39 @@ func PostCDREventFrom(w http.ResponseWriter, r *http.Request) {
 				CreatedAt:    time.Now().UnixMicro(),
 				UpdatedAt:    updatedAt,
 			}
-			if err := mfService.InsertCallbackTicket(ticket); err != nil {
+			if err := mfService.InsertCallbackTicket(&ticket); err != nil {
 				log.Error("Failed to insert MF callback ticket", err)
 				// services.ResponseInternalServerError500ProcessError(w, err)
 				// return
 			}
 			// 新工单分配后发送邮件通知
 			if selectedAgent.Email != "" {
-				subject := "新工单分配通知"
+				// 发送邮件通知
-				body := fmt.Sprintf("您被分配了一个新的回拨工单，主叫号码：%s", ticket.CallerNumber)
+				emailConfig := config.GetSMTPConfig()
-				go email.SendEmail(selectedAgent.Email, subject, body) // 异步发送
+				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 = "新工单分配通知"
+					emailCopy.Body = fmt.Sprintf("您被分配了一个新的回拨工单(编号:%d, 主叫号码：%s), 请及时处理.",
+						ticket.TicketId, ticket.CallerNumber)
+					go email.SendEmailWithGomail(emailCopy) // 异步发送
+				}
 			}
 		}
 		log.Warn("No available agents found for callback ticket")

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
+	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
+	CallerNumber string `json:"callerNumber" gorm:"column:caller_number"`                  // 主叫号码
-	CalleeNumber string `json:"calleeNumber" gorm:"column:callee_number"`                // 被叫号码
+	CalleeNumber string `json:"calleeNumber" gorm:"column:callee_number"`                  // 被叫号码
-	Status       string `json:"status" gorm:"column:status"`                             // 工单状态
+	Status       string `json:"status" gorm:"column:status"`                               // 工单状态
-	AgentName    string `json:"agentName" gorm:"column:agent_name"`                      // 座席名称
+	AgentName    string `json:"agentName" gorm:"column:agent_name"`                        // 座席名称
-	AgentEmail   string `json:"agentEmail" gorm:"column:agent_email"`                    // 座席邮箱
+	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
+	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
+	Comment      string `json:"comment" gorm:"column:comment"`                             // 工单备注
-	MsdData      string `json:"msdData" gorm:"column:msd_data"`                          // MSD数据
+	MsdData      string `json:"msdData" gorm:"column:msd_data"`                            // MSD数据
-	RmUid        string `json:"rmUid" gorm:"column:rm_uid"`                              // RM用户ID
+	RmUid        string `json:"rmUid" gorm:"column:rm_uid"`                                // RM用户ID
-	CreatedAt    int64  `json:"createdAt" gorm:"column:created_at"`                      // 创建时间
+	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
+	UpdatedAt    *int64 `json:"updatedAt" gorm:"column:updated_at;autoUpdateTime:false"`   // 更新时间
 }
 
 type AgentInfo struct {

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"
+			// 发送邮件通知
-			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)
+			// 获取SMTP配置
-			go email.SendEmail(newAgent.Email, 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 = "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()

lib/config/config.go

@@ -126,6 +126,11 @@ type YamlConfig struct {
 		Enabled bool   `yaml:"enabled"`
 		File    string `yaml:"file"`
 	} `yaml:"testConfig"`
+
+	PsapConfig struct {
+		Enabled bool   `yaml:"enabled"`
+		File    string `yaml:"file"`
+	} `yaml:"psapConfig"`
 }
 
 type RestParam struct {
@@ -253,6 +258,16 @@ func NewYamlConfig() YamlConfig {
 	}
 }
 
+// InitPsapConfig 初始化PSAP配置
+func InitPsapConfig() error {
+	if !yamlConfig.PsapConfig.Enabled {
+		return nil
+	}
+
+	_, err := ReadPsapConfig(yamlConfig.PsapConfig.File)
+	return err
+}
+
 func ReadConfig(configFile string) {
 	YamlConfigInfo.FilePath = configFile
 
@@ -270,6 +285,11 @@ func ReadConfig(configFile string) {
 	}
 	yamlConfig = YamlConfigInfo.ConfigLines
 
+	// 初始化PSAP配置
+	if err := InitPsapConfig(); err != nil {
+		fmt.Printf("Failed to load PSAP config: %v\n", err)
+	}
+
 	ReadOriginalConfig(configFile)
 }
 

lib/config/psap.go

@@ -0,0 +1,184 @@
+package config
+
+import (
+	"fmt"
+	"os"
+
+	"be.ems/lib/email"
+	"gopkg.in/yaml.v3"
+)
+
+// PsapConfig PSAP配置结构体
+type PsapConfig struct {
+	Ticket struct {
+		Notification struct {
+			SMTP email.EmailConfig `yaml:"smtp"`
+		} `yaml:"notifcation"` // 注意：配置文件中是 "notifcation"，保持一致
+		Timeout struct {
+			// 时间单位为分钟
+			New           int `yaml:"new"`           // NEW状态超时时间（分钟）
+			InProgress    int `yaml:"inProgress"`    // IN_PROGRESS状态超时时间（分钟）
+			NoAnswer1     int `yaml:"noAnswer1"`     // NO_ANSWER_1状态超时时间（分钟）
+			NoAnswer2     int `yaml:"noAnswer2"`     // NO_ANSWER_2状态超时时间（分钟）
+			NearlyTimeout int `yaml:"nearlyTimeout"` // 提前提醒时间（分钟）
+		} `yaml:"timeout"`
+	} `yaml:"ticket"`
+}
+
+var psapConfig *PsapConfig
+
+// ReadPsapConfig 读取PSAP配置文件
+func ReadPsapConfig(configFile string) (*PsapConfig, error) {
+	yamlFile, err := os.ReadFile(configFile)
+	if err != nil {
+		return nil, fmt.Errorf("read psap config file error: %w", err)
+	}
+
+	var config PsapConfig
+	err = yaml.Unmarshal(yamlFile, &config)
+	if err != nil {
+		return nil, fmt.Errorf("unmarshal psap config error: %w", err)
+	}
+
+	psapConfig = &config
+	return &config, nil
+}
+
+// GetPsapConfig 获取PSAP配置
+func GetPsapConfig() *PsapConfig {
+	if psapConfig == nil {
+		// 如果配置未加载，尝试从默认位置加载
+		config, err := ReadPsapConfig("./etc/psap.yaml")
+		if err != nil {
+			fmt.Printf("Failed to load PSAP config: %v\n", err)
+			return nil
+		}
+		psapConfig = config
+	}
+	return psapConfig
+}
+
+// GetSMTPConfig 获取SMTP配置
+func GetSMTPConfig() *email.EmailConfig {
+	config := GetPsapConfig()
+	if config == nil {
+		return nil
+	}
+	return &config.Ticket.Notification.SMTP
+}
+
+// GetTimeoutConfig 获取超时配置
+func GetTimeoutConfig() *struct {
+	New           int `yaml:"new"`
+	InProgress    int `yaml:"inProgress"`
+	NoAnswer1     int `yaml:"noAnswer1"`
+	NoAnswer2     int `yaml:"noAnswer2"`
+	NearlyTimeout int `yaml:"nearlyTimeout"`
+} {
+	config := GetPsapConfig()
+	if config == nil {
+		return nil
+	}
+	return &config.Ticket.Timeout
+}
+
+// 以下是具体的配置获取方法
+
+// GetNewTicketTimeoutMicros 获取NEW状态超时时间（微秒）
+func GetNewTicketTimeoutMicros() int64 {
+	config := GetTimeoutConfig()
+	if config == nil {
+		return 60 * 60 * 1000000 // 默认60分钟
+	}
+	return int64(config.New) * 60 * 1000000 // 分钟转微秒
+}
+
+// GetInProgressTicketTimeoutMicros 获取IN_PROGRESS状态超时时间（微秒）
+func GetInProgressTicketTimeoutMicros() int64 {
+	config := GetTimeoutConfig()
+	if config == nil {
+		return 60 * 60 * 1000000 // 默认60分钟
+	}
+	return int64(config.InProgress) * 60 * 1000000
+}
+
+// GetNoAnswer1TicketTimeoutMicros 获取NO_ANSWER_1状态超时时间（微秒）
+func GetNoAnswer1TicketTimeoutMicros() int64 {
+	config := GetTimeoutConfig()
+	if config == nil {
+		return 4 * 60 * 60 * 1000000 // 默认4小时
+	}
+	return int64(config.NoAnswer1) * 60 * 1000000
+}
+
+// GetNoAnswer2TicketTimeoutMicros 获取NO_ANSWER_2状态超时时间（微秒）
+func GetNoAnswer2TicketTimeoutMicros() int64 {
+	config := GetTimeoutConfig()
+	if config == nil {
+		return 8 * 60 * 60 * 1000000 // 默认8小时
+	}
+	return int64(config.NoAnswer2) * 60 * 1000000
+}
+
+// GetNearlyTimeoutMicros 获取提前提醒时间（微秒）
+func GetNearlyTimeoutMicros() int64 {
+	config := GetTimeoutConfig()
+	if config == nil {
+		return 20 * 60 * 1000000 // 默认20分钟
+	}
+	return int64(config.NearlyTimeout) * 60 * 1000000
+}
+
+// IsSMTPEnabled 检查SMTP是否启用
+func IsSMTPEnabled() bool {
+	config := GetSMTPConfig()
+	if config == nil {
+		return false
+	}
+	return config.Enabled
+}
+
+// GetSMTPHost 获取SMTP主机
+func GetSMTPHost() string {
+	config := GetSMTPConfig()
+	if config == nil {
+		return ""
+	}
+	return config.Host
+}
+
+// GetSMTPPort 获取SMTP端口
+func GetSMTPPort() int {
+	config := GetSMTPConfig()
+	if config == nil {
+		return 25
+	}
+	return config.Port
+}
+
+// GetSMTPUser 获取SMTP用户名
+func GetSMTPUsername() string {
+	config := GetSMTPConfig()
+	if config == nil {
+		return ""
+	}
+	return config.Username
+}
+
+// GetSMTPPassword 获取SMTP密码
+func GetSMTPPassword() string {
+	config := GetSMTPConfig()
+	if config == nil {
+		return ""
+	}
+	return config.Password
+}
+
+// GetSMTPFrom 获取SMTP发件人
+func GetSMTPFrom() string {
+	config := GetSMTPConfig()
+	if config == nil {
+		return ""
+	}
+	return config.From
+}

lib/email/email.go

@@ -1,19 +1,83 @@
 package email
 
-import "net/smtp"
+import (
+	"crypto/tls"
+	"fmt"
+	"net/smtp"
+	"strconv"
+	"strings"
+
+	"gopkg.in/gomail.v2"
+)
+
+type EmailConfig struct {
+	Enabled       bool     `yaml:"enabled"` // 是否启用邮件发送
+	Host          string   `yaml:"host"`
+	Port          int      `yaml:"port"`
+	Username      string   `yaml:"username"`
+	Password      string   `yaml:"password"`
+	TLSSkipVerify bool     `yaml:"tlsSkipVerify"`
+	From          string   `yaml:"from"`
+	To            []string `yaml:"to"`
+	Subject       string   `yaml:"subject"`
+	Body          string   `yaml:"body"`
+}
 
 // 简单邮件发送函数
-func SendEmail(to, subject, body string) error {
+// 该函数使用标准库的 smtp 包发送邮件
-	from := "your@email.com"
+// 注意：此函数不支持 TLS 加密，建议使用 gomail 包发送邮件以支持 TLS 和其他高级功能
-	password := "your_password"
+// gomail 包的使用示例见 SendEmailWithGomail 函数
-	smtpHost := "smtp.yourserver.com"
+func SendEmail(email EmailConfig) error {
-	smtpPort := "587"
+	username := email.Username
+	from := email.From
+	password := email.Password
+	to := strings.Join(email.To, ",") // 将多个收件人用逗号连接
+	subject := email.Subject
+	body := email.Body
+	smtpHost := email.Host
+	smtpPort := email.Port
 
 	msg := "From: " + from + "\n" +
 		"To: " + to + "\n" +
 		"Subject: " + subject + "\n\n" +
 		body
-
+	auth := smtp.PlainAuth(from, username, password, smtpHost)
-	auth := smtp.PlainAuth("", from, password, smtpHost)
+	return smtp.SendMail(smtpHost+":"+strconv.Itoa(smtpPort), auth, from, []string{to}, []byte(msg))
-	return smtp.SendMail(smtpHost+":"+smtpPort, auth, from, []string{to}, []byte(msg))
+}
+
+func SendEmailWithGomail(email EmailConfig) error {
+	m := gomail.NewMessage()
+	m.SetHeader("From", email.From)
+	m.SetHeader("To", email.To...)
+	m.SetHeader("Subject", email.Subject)
+	m.SetBody("text/plain", email.Body)
+
+	d := gomail.NewDialer(email.Host, email.Port, email.Username, email.Password)
+
+	// 配置 TLS
+	d.TLSConfig = &tls.Config{
+		InsecureSkipVerify: email.TLSSkipVerify,
+	}
+
+	// gomail 会自动处理 STARTTLS
+	if err := d.DialAndSend(m); err != nil {
+		fmt.Printf("Failed to DialAndSend:%v", err)
+		return err
+	}
+	return nil
+}
+
+// RemoveDuplicateEmails 去除重复的邮箱地址
+func RemoveDuplicateEmails(emails []string) []string {
+	emailMap := make(map[string]struct{})
+	var uniqueEmails []string
+
+	for _, email := range emails {
+		if _, exists := emailMap[email]; !exists {
+			emailMap[email] = struct{}{}
+			uniqueEmails = append(uniqueEmails, email)
+		}
+	}
+
+	return uniqueEmails
 }

restagent/etc/psap.yaml

@@ -1,25 +1,25 @@
 ticket:
   notifcation:
-    enabled: true
-    type: [smtp, sms]
     smtp:
-      host: mail.smtp.com
+      enabled: true
+      host: mail.agrandtech.com
       port: 25
-      user: smtpext@smtp.com
+      username: smtpext@agrandtech.com
-      password: "1000smtp@omc!"
+      # 注意：密码中如果包含特殊字符（如@、#、$等），
+      # 需要使用双引号括起来，避免解析错误
+      # 例如：password: "1000smtp@omc!"      
+      password: Smtp123@agt
       tlsSkipVerify: true    
       from: restagent@localhost
-      to: support@localhost
+      to: 
-      subject: "Ticket Notification"
+        - simonzhangsz@outlook.com  # 可以是多个收件人
-      body: "A new ticket has been created with ID: {{.ID}} and Subject: {{.Subject}}"
+        - shuzone@126.com
-    sms:
+  timeout:          # 超时设置
-      enabled: false
+    # 这些时间单位是分钟
-      provider: twilio
+    # 注意：这些时间是相对于工单创建时间的
-      account: "ACXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX"
+    # 例如：new: 60分钟，inProgress: 60分钟
-      token: "your_auth_token"
+    new: 1
-      from: "+1234567890"
+    inProgress: 60
-      to: "+0987654321"
+    noAnswer1: 240
-  timeout: 
+    noAnswer2: 480
-    create: 60
+    nearlyTimeout: 20
-    update: 60
-    close: 60

restagent/etc/restconf.yaml

@@ -203,3 +203,8 @@ staticFile:
   upload:
     prefix: "/upload"
     dir: "./upload"
+
+# PSAP RESTCONF配置
+psapConfig:
+  enabled: true
+  file: ./etc/psap.yaml

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)
+		config.GetNewTicketTimeoutMicros(),
-		10*60*1000000, // 提前10分钟提醒(微秒)
+		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)
+		config.GetInProgressTicketTimeoutMicros(),
-		10*60*1000000, // 提前10分钟提醒(微秒)
+		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)
+		config.GetNoAnswer1TicketTimeoutMicros(),
-		10*60*1000000,   // 提前10分钟提醒(微秒)
+		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)
+		config.GetNoAnswer2TicketTimeoutMicros(),
-		10*60*1000000,   // 提前10分钟提醒(微秒)
+		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
+	// 获取网元信息
-	var updatedCount int
+	neInfo := neService.NewNeInfo.SelectNeInfoByRmuid(tickets[0].RmUid)
-	for _, ticket := range tickets {
+	// 构造网元MF的API地址
-		// 获取网元信息
+	url := fmt.Sprintf("http://%s:%d/api/rest/systemManagement/v1/elementType/%s/objectType/config/agents",
-		neInfo := neService.NewNeInfo.SelectNeInfoByRmuid(ticket.RmUid)
+		neInfo.IP, neInfo.Port, strings.ToLower(neInfo.NeType))
-		// 构造网元MF的API地址
+	// 发送HTTP请求获取座席列表
-		url := fmt.Sprintf("http://%s:%d/api/rest/systemManagement/v1/elementType/%s/objectType/config/agents",
+	resp, err := http.Get(url)
-			neInfo.IP, neInfo.Port, strings.ToLower(neInfo.NeType))
+	if err != nil {
-		// 发送HTTP请求获取座席列表
+		log.Error("Failed to get MF agents", err)
-		resp, err := http.Get(url)
+		return 0, err
-		if err != nil {
+	}
-			log.Error("Failed to get MF agents", err)
+	defer resp.Body.Close()
-			continue
-		}
-		defer resp.Body.Close()
 
-		// 解析座席列表响应
+	// 解析座席列表响应
-		var agentResp struct {
+	var agentResp struct {
-			Code int                          `json:"code"`
+		Code int                          `json:"code"`
-			Data []ueCallBackTicket.AgentInfo `json:"data"`
+		Data []ueCallBackTicket.AgentInfo `json:"data"`
-			Msg  string                       `json:"msg"`
+		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)
 	}
 
-	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"
+			emailConfig := config.GetSMTPConfig()
-			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)
+			if emailConfig != nil && emailConfig.Enabled {
-			go email.SendEmail(ticket.AgentEmail, subject, body)
+				// 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