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feat: support ticket settings in OMC

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This commit is contained in:
zhangsz
2025-07-08 14:45:46 +08:00
parent 39ae16cf42
commit 8d76d68b96
11 changed files with 306 additions and 72 deletions
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9
config/etc/default/psap.yaml
View File

@@ -1,6 +1,5 @@
ticket:
notifcation:
smtp:
ticketNotification:
enabled: true
host: mail.smtp.com
port: 25
@@ -11,10 +10,8 @@ ticket:
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
to: "admin@psap.com,user1@psap.com" # 注意：可以是多个收件人，使用逗号分隔
ticketTimeout: # 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

103
config/param/omc_param_config.yaml
View File

@@ -56,12 +56,12 @@ omc:
display: "Alarm SMS Forward Interface"
sort: 4
list:
- name: "enable"
- name: "enabled"
type: "bool"
value: "true"
access: "rw"
filter: "true;false"
display: "Enable"
display: "Enabled"
comment: "Is it enabled forward alarm with SMS interface"
- name: "mobileList"
type: "string"
@@ -112,3 +112,102 @@ omc:
filter: "3~20"
display: "Service Number"
comment: "It is the source address, the length is between 3 and 20"
ticketNotification:
display: "Ticket Notification Settings"
sort: 5
list:
- name: "enabled"
type: "bool"
value: "true"
access: "rw"
filter: "true;false"
display: "Enabled"
comment: "Is it enabled notifcation ticket with Email interface"
- name: "host"
type: "string"
value: ""
access: "rw"
filter: ""
display: "SMTP Host Server"
comment: "Email SMTP server"
- name: "port"
type: "int"
value: ""
access: "rw"
filter: "0~65535"
display: "Port"
comment: ""
- name: "username"
type: "string"
value: ""
access: "rw"
filter: ""
display: "Username"
comment: ""
- name: "password"
type: "string"
value: ""
access: "rw"
filter: ""
display: "Password"
comment: ""
- name: "tlsSkipVerify"
type: "bool"
value: "true"
access: "rw"
filter: "true;false"
display: "TLS Skip Verify"
comment: "If skip TLS verify (true/false)"
- name: "from"
type: "string"
value: "omc@psap"
access: "rw"
filter: ""
display: "From"
comment: "The sender email address, default is omc@psap"
- name: "to"
type: "string"
value: ""
access: "rw"
filter: ""
display: "To"
comment: "The addition receiver email address, multiple addresses separated by commas"
ticketTimeout:
display: "Ticket Timeout Settings"
sort: 7
list:
- name: "new"
type: int
value: 60
access: "rw"
filter: "0~1440"
display: "New Ticket Timeout (min)"
comment: "New ticket timeout in minutes, default is 60 minutes"
- name: "inProgress"
type: int
value: 60
access: "rw"
filter: "0~1440"
display: "In Progress Timeout (min)"
comment: "In progress ticket timeout in minutes, default is 60 minutes"
- name: "noAnswer1"
type: int
value: 240
access: "rw"
filter: "0~1440"
display: "No Answer 1 Timeout (min)"
comment: "No answer 1 ticket timeout in minutes, default is 240 minutes"
- name: "noAnswer2"
type: int
value: 480
access: "rw"
filter: "0~1440"
display: "No Answer 2 Timeout (min)"
comment: "No answer 2 ticket timeout in minutes, default is 480 minutes"
- name: "nearlyTimeout"
type: int
value: 20
access: "rw"
filter: "0~1440"
display: "Nearly Timeout (min)"
comment: "Nearly timeout in minutes, default is 20 minutes"

4
features/cdr/cdrevent.go
View File

@@ -150,14 +150,14 @@ func PostCDREventFrom(w http.ResponseWriter, r *http.Request) {
// 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...)
recipients = append(recipients, strings.Split(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)
emailCopy.To = strings.Join(email.RemoveDuplicateEmails(recipients), ",")
// 设置邮件主题和内容
emailCopy.Subject = "新工单分配通知"

27
features/cm/omc/implement.go
View File

@@ -22,6 +22,13 @@ func (o *ConfigOMC) Query(paramName string) (any, error) {
result := config.GetYamlConfig().Alarm.SMSCForward
result.Password = PASSWORD_MASK
results = append(results, result)
case "ticketNotification":
result := config.GetPsapConfig().Ticket.TicketNotification
result.Password = PASSWORD_MASK
results = append(results, result)
case "ticketTimeout":
result := config.GetPsapConfig().Ticket.TicketTimeout
results = append(results, result)
default:
return nil, fmt.Errorf("invalid source parameter")
}
@@ -57,6 +64,26 @@ func (o *ConfigOMC) Modify(paramName string, paramData map[string]any) (any, err
fmt.Println("failed to write config yaml file:", err)
return results, err
}
case "ticketNotification":
param := &(config.GetPsapConfig().Ticket.TicketNotification)
config.UpdatePsapStructFromMap(param, paramData)
result := *param
results = append(results, result)
err := config.WritePsapOriginalConfig(config.PsapYamlConfigInfo.FilePath, paramName, paramData)
if err != nil {
fmt.Println("failed to write config yaml file:", err)
return results, err
}
case "ticketTimeout":
param := &(config.GetPsapConfig().Ticket.TicketTimeout)
config.UpdatePsapStructFromMap(param, paramData)
result := *param
results = append(results, result)
err := config.WritePsapOriginalConfig(config.PsapYamlConfigInfo.FilePath, paramName, paramData)
if err != nil {
fmt.Println("failed to write config yaml file:", err)
return results, err
}
default:
return nil, fmt.Errorf("invalid source parameter")
}

9
features/ue/mf_callback_ticket/service.go
View File

@@ -2,6 +2,7 @@ package mf_callback_ticket
import (
"fmt"
"strings"
"time"
"be.ems/lib/config"
@@ -391,14 +392,14 @@ func (s *CallbackTicketService) UpdateTicketToTimeout(ticket *CallbackTicket, or
// 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...)
recipients = append(recipients, strings.Split(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)
emailCopy.To = strings.Join(email.RemoveDuplicateEmails(recipients), ",")
// 设置邮件主题和内容
emailCopy.Subject = "新工单自动重建通知"
@@ -484,14 +485,14 @@ func (s *CallbackTicketService) BatchUpdateTimeoutTickets(tickets []CallbackTick
// 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...)
recipients = append(recipients, strings.Split(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)
emailCopy.To = strings.Join(email.RemoveDuplicateEmails(recipients), ",")
// 设置邮件主题和内容
emailCopy.Subject = "新工单自动重建通知"

14
lib/config/config.go
View File

@@ -264,7 +264,13 @@ func InitPsapConfig() error {
return nil
}
_, err := ReadPsapConfig(yamlConfig.PsapConfig.File)
// 确保使用正确的配置文件路径
configFile := yamlConfig.PsapConfig.File
if configFile == "" {
configFile = "./etc/psap.yaml" // 默认路径
}
_, err := ReadPsapConfig(configFile)
return err
}
@@ -320,6 +326,12 @@ func WriteOrignalConfig(configFile string, paramName string, paramData map[strin
for k, v := range paramData {
// find the first line nearby the paramName
for j := i + 1; j < len(lines); j++ {
// ignore comment lines
trimmedLine := strings.TrimSpace(lines[j])
if strings.HasPrefix(trimmedLine, "#") {
continue
}
if strings.Contains(lines[j], k+":") {
index := strings.Index(lines[j], k)
// Determine the type of v

143
lib/config/psap.go
View File

@@ -1,8 +1,11 @@
package config
import (
"bufio"
"fmt"
"os"
"reflect"
"strings"
"be.ems/lib/email"
"gopkg.in/yaml.v3"
@@ -11,24 +14,27 @@ import (
// 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"`
TicketNotification email.EmailConfig `yaml:"ticketNotification" json:"ticketNotification"` // 注意：配置文件中是 "ticketNotification"，保持一致
TicketTimeout TicketTimeout `yaml:"ticketTimeout" json:"ticketTimeout"` // 注意：配置文件中是 "ticketTimeout"，保持一致{
} `yaml:"ticket" json:"ticket"` // PSAP工单相关配置
}
type TicketTimeout struct {
New int `yaml:"new" json:"new"` // NEW状态超时时间（分钟）
InProgress int `yaml:"inProgress" json:"inProgress"` // IN_PROGRESS状态超时时间（分钟）
NoAnswer1 int `yaml:"noAnswer1" json:"noAnswer1"` // NO_ANSWER_1状态超时时间（分钟）
NoAnswer2 int `yaml:"noAnswer2" json:"noAnswer2"` // NO_ANSWER_2状态超时时间（分钟）
NearlyTimeout int `yaml:"nearlyTimeout" json:"nearlyTimeout"` // 提前提醒时间（分钟）
}
var psapConfig *PsapConfig
var PsapYamlConfigInfo YamlConfigFile = YamlConfigFile{}
// ReadPsapConfig 读取PSAP配置文件
func ReadPsapConfig(configFile string) (*PsapConfig, error) {
PsapYamlConfigInfo.FilePath = configFile
yamlFile, err := os.ReadFile(configFile)
if err != nil {
return nil, fmt.Errorf("read psap config file error: %w", err)
@@ -41,9 +47,110 @@ func ReadPsapConfig(configFile string) (*PsapConfig, error) {
}
psapConfig = &config
// PsapYamlConfigInfo.ConfigLines = config
// 读取原始文件行
err = ReadPsapOriginalConfig(configFile)
if err != nil {
return nil, fmt.Errorf("read psap original config error: %w", err)
}
return &config, nil
}
// ReadPsapOriginalConfig 读取PSAP原始配置文件行
func ReadPsapOriginalConfig(configFile string) error {
inputFile, err := os.Open(configFile)
if err != nil {
return fmt.Errorf("failed to open psap config file: %w", err)
}
defer inputFile.Close()
// 清空之前的内容
PsapYamlConfigInfo.OrignalLines = nil
scanner := bufio.NewScanner(inputFile)
for scanner.Scan() {
PsapYamlConfigInfo.OrignalLines = append(PsapYamlConfigInfo.OrignalLines, scanner.Text())
}
if err := scanner.Err(); err != nil {
return fmt.Errorf("failed to scan psap config file: %w", err)
}
return nil
}
// WritePsapOriginalConfig 写回PSAP原始配置文件
func WritePsapOriginalConfig(configFile string, paramName string, paramData map[string]any) error {
lines := PsapYamlConfigInfo.OrignalLines
for i, line := range lines {
if strings.Contains(line, paramName) {
for k, v := range paramData {
// 在paramName附近查找对应的字段
for j := i + 1; j < len(lines); j++ {
// 跳过注释行
trimmedLine := strings.TrimSpace(lines[j])
if strings.HasPrefix(trimmedLine, "#") {
continue
}
if strings.Contains(lines[j], k+":") {
index := strings.Index(lines[j], k)
// 根据v的类型确定格式
switch v := v.(type) {
case string:
lines[j] = lines[j][:index] + fmt.Sprintf("%s: \"%s\"", k, v)
case bool:
lines[j] = lines[j][:index] + fmt.Sprintf("%s: %t", k, v)
default:
lines[j] = lines[j][:index] + fmt.Sprintf("%s: %v", k, v)
}
break
}
}
}
break
}
}
// 写回yaml文件
outputFile, err := os.Create(configFile)
if err != nil {
return fmt.Errorf("failed to create psap config file: %w", err)
}
defer outputFile.Close()
writer := bufio.NewWriter(outputFile)
for _, line := range PsapYamlConfigInfo.OrignalLines {
writer.WriteString(line + "\n")
}
return writer.Flush()
}
// UpdatePsapStructFromMap 更新PSAP结构体字段
func UpdatePsapStructFromMap(s any, updates map[string]any) {
v := reflect.ValueOf(s).Elem()
t := v.Type()
for key, value := range updates {
for i := 0; i < t.NumField(); i++ {
field := t.Field(i)
if field.Tag.Get("json") == key {
structField := v.FieldByName(field.Name)
if structField.IsValid() && structField.CanSet() {
// 转换值为适当的类型
convertedValue := reflect.ValueOf(value).Convert(structField.Type())
if structField.Type() == convertedValue.Type() {
structField.Set(convertedValue)
}
}
break
}
}
}
}
// GetPsapConfig 获取PSAP配置
func GetPsapConfig() *PsapConfig {
if psapConfig == nil {
@@ -64,22 +171,16 @@ func GetSMTPConfig() *email.EmailConfig {
if config == nil {
return nil
}
return &config.Ticket.Notification.SMTP
return &config.Ticket.TicketNotification
}
// 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"`
} {
func GetTimeoutConfig() *TicketTimeout {
config := GetPsapConfig()
if config == nil {
return nil
}
return &config.Ticket.Timeout
return &config.Ticket.TicketTimeout
}
// 以下是具体的配置获取方法

24
lib/email/email.go
View File

@@ -11,16 +11,16 @@ import (
)
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"`
Enabled bool `yaml:"enabled" json:"enabled"` // 是否启用邮件发送
Host string `yaml:"host" json:"host"` // SMTP服务器地址
Port int `yaml:"port" json:"port"` // SMTP服务器端口
Username string `yaml:"username" json:"username"` // SMTP用户名
Password string `yaml:"password" json:"password"` // SMTP密码
TLSSkipVerify bool `yaml:"tlsSkipVerify" json:"tlsSkipVerify"` // 是否跳过TLS证书验证
From string `yaml:"from" json:"from"` // 发件人邮箱地址
To string `yaml:"to" json:"to"` // 收件人邮箱地址列表
Subject string `yaml:"subject" json:"subject"` // 邮件主题
Body string `yaml:"body" json:"body"` // 邮件正文内容
}
// 简单邮件发送函数
@@ -31,7 +31,7 @@ func SendEmail(email EmailConfig) error {
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
to := email.To
subject := email.Subject
body := email.Body
smtpHost := email.Host
@@ -48,7 +48,7 @@ func SendEmail(email EmailConfig) error {
func SendEmailWithGomail(email EmailConfig) error {
m := gomail.NewMessage()
m.SetHeader("From", email.From)
m.SetHeader("To", email.To...)
m.SetHeader("To", strings.Split(email.To, ",")...) // 支持多个收件人
m.SetHeader("Subject", email.Subject)
m.SetBody("text/plain", email.Body)

17
restagent/etc/psap.yaml
View File

@@ -1,24 +1,21 @@
ticket:
notifcation:
smtp:
enabled: true
ticketNotification:
enabled: false
host: mail.agrandtech.com
port: 25
username: smtpext@agrandtech.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!"
# 例如：password: "123456"
password: Smtp123@agt
tlsSkipVerify: true
from: restagent@localhost
to:
- simonzhangsz@outlook.com # 可以是多个收件人
- shuzone@126.com
timeout: # 超时设置
from: omc@psap
to: "simonzhangsz@outlook.com,shuzone@126.com,a@b.com"
ticketTimeout: # 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
new: 60
inProgress: 60
noAnswer1: 240
noAnswer2: 480

4
src/modules/crontask/processor/psap_ticket_monitor/psap_ticket_monitor.go
View File

@@ -209,14 +209,14 @@ func (s *PsapTicketMonitor) handleNearlyTimeoutTickets(status string, timeoutMic
// 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...)
recipients = append(recipients, strings.Split(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)
emailCopy.To = strings.Join(email.RemoveDuplicateEmails(recipients), ",")
// 设置邮件主题和内容
emailCopy.Subject = "工单即将超时提醒"