544 lines
18 KiB
Go
544 lines
18 KiB
Go
package mf_callback_ticket
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import (
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"fmt"
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"strings"
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"time"
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"be.ems/lib/config"
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"be.ems/lib/dborm"
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"be.ems/lib/email"
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"be.ems/lib/log"
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"gorm.io/gorm"
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)
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type CallbackTicketService struct {
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db *gorm.DB
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}
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// 构造函数改为私有初始化方法
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func NewCallbackTicketService() *CallbackTicketService {
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return &CallbackTicketService{db: nil} // 先不初始化数据库连接
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}
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// 获取数据库连接的私有方法
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func (s *CallbackTicketService) getDB() *gorm.DB {
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if s.db == nil {
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s.db = dborm.DefaultDB()
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if s.db == nil {
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panic("Cannot establish database connection")
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}
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}
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return s.db
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}
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// SelectCallbackTicket 根据条件分页查询回调工单
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func (s *CallbackTicketService) SelectCallbackTicket(query CallbackTicketQuery) ([]CallbackTicket, int, error) {
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var tickets []CallbackTicket
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var total int64
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db := s.getDB().Table("mf_callback_ticket")
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if query.CallerNumber != "" {
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db = db.Where("caller_number = ?", query.CallerNumber)
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}
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if query.AgentName != "" {
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db = db.Where("agent_name = ?", query.AgentName)
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}
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if query.Status != "" {
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db = db.Where("status = ?", query.Status)
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}
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if query.StartTime != "" && query.EndTime != "" {
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db = db.Where("created_at BETWEEN ? AND ?", query.StartTime, query.EndTime)
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} else if query.StartTime != "" {
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db = db.Where("created_at >= ?", query.StartTime)
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} else if query.EndTime != "" {
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db = db.Where("created_at <= ?", query.EndTime)
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}
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// 统计总数
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if err := db.Count(&total).Error; err != nil {
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return nil, 0, fmt.Errorf("failed to count callback tickets: %w", err)
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}
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// 分页查询
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offset := (query.PageNum - 1) * query.PageSize
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if err := db.Limit(query.PageSize).Offset(offset).Order("created_at desc").Find(&tickets).Error; err != nil {
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return nil, 0, fmt.Errorf("failed to select callback tickets: %w", err)
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}
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return tickets, int(total), nil
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}
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// SelectCallbackTicketByPage 分页查询回调工单
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// @Description 分页查询回调工单
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// @param page 页码
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// @param pageSize 每页大小
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// @return []MfCallbackTicket 回调工单列表
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// @return int 总记录数
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// @return error 错误信息
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// @example
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// mfCallbackTicketService.SelectCallbackTicketByPage(1, 10)
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func (s *CallbackTicketService) SelectCallbackTicketByPage(pageNum int, pageSize int) ([]CallbackTicket, int, error) {
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var tickets []CallbackTicket
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var total int64
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// 统计总数
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if err := s.getDB().Table("mf_callback_ticket").Count(&total).Error; err != nil {
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return nil, 0, fmt.Errorf("failed to count callback tickets: %w", err)
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}
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// 分页查询
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offset := (pageNum - 1) * pageSize
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if err := s.getDB().Table("mf_callback_ticket").
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Limit(pageSize).
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Offset(offset).
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Find(&tickets).Error; err != nil {
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return nil, 0, fmt.Errorf("failed to select callback tickets: %w", err)
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}
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return tickets, int(total), nil
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}
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func (s *CallbackTicketService) InsertCallbackTicket(ticket *CallbackTicket) error {
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// 判断主叫号码是否已存在未处理完的工单
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var existingCount int64
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if err := s.getDB().Table("mf_callback_ticket").
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Where("caller_number = ? AND status IN ('NEW', 'PENDING', 'IN_PROGRESS')", ticket.CallerNumber).
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Count(&existingCount).Error; err != nil {
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return fmt.Errorf("failed to check existing tickets: %w", err)
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}
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// 如果存在未处理完的工单，返回错误
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if existingCount > 0 {
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return fmt.Errorf("caller %s already has a pending ticket", ticket.CallerNumber)
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}
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// 这里可以使用ORM或其他方式将ticket插入到数据库中
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if err := s.getDB().Table("mf_callback_ticket").Create(ticket).Error; err != nil {
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return fmt.Errorf("failed to insert callback ticket: %w", err)
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}
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return nil
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}
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// SelectCallbackTicketById 根据工单ID查询回调工单
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// @Description 根据工单ID查询回调工单
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// @param ticketId 工单ID
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// @return *CallbackTicket 回调工单对象
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// @return error 错误信息
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// @example
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// mfCallbackTicketService.SelectCallbackTicketById(12345)
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func (s *CallbackTicketService) SelectCallbackTicketById(ticketId int64) (*CallbackTicket, error) {
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var ticket CallbackTicket
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if err := s.getDB().Table("mf_callback_ticket").
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Where("ticket_id = ?", ticketId).
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First(&ticket).Error; err != nil {
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if err == gorm.ErrRecordNotFound {
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return nil, fmt.Errorf("callback ticket with ID %d not found", ticketId)
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}
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return nil, fmt.Errorf("failed to select callback ticket: %w", err)
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}
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return &ticket, nil
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}
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// UpdateCallbackTicket 更新回调工单
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// @Description 更新回调工单
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// @param ticket 回调工单对象
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// @return error 错误信息
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// @example
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// mfCallbackTicketService.UpdateCallbackTicket(ticket)
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func (s *CallbackTicketService) UpdateCallbackTicket(ticket CallbackTicket) error {
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if err := s.getDB().Table("mf_callback_ticket").
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Where("ticket_id = ?", ticket.TicketId).
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Updates(ticket).Error; err != nil {
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return fmt.Errorf("failed to update callback ticket: %w", err)
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}
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return nil
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}
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// DeleteCallbackTicket 删除回调工单
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// @Description 删除回调工单
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// @param ticketId 工单ID
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// @return error 错误信息
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// @example
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// mfCallbackTicketService.DeleteCallbackTicket(12345)
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func (s *CallbackTicketService) DeleteCallbackTicket(ticketId int64) error {
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if err := s.getDB().Table("mf_callback_ticket").
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Where("ticket_id = ?", ticketId).
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Delete(&CallbackTicket{}).Error; err != nil {
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return fmt.Errorf("failed to delete callback ticket: %w", err)
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}
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return nil
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}
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// GetLastAssignedAgent 获取最近一个分配的座席名称
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// @Description 获取最近分配工单的座席名称
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// @return string 座席名称
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// @return error 错误信息
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func (s *CallbackTicketService) GetLastAssignedAgent() (string, error) {
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var lastTicket CallbackTicket
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if err := s.getDB().Table("mf_callback_ticket").
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Where("agent_name <> ''").
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Order("created_at DESC, ticket_id DESC").
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First(&lastTicket).Error; err != nil {
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if err == gorm.ErrRecordNotFound {
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// 没有记录属于正常情况，返回空字符串
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return "", nil
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}
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return "", fmt.Errorf("failed to query last ticket: %w", err)
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}
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return lastTicket.AgentName, nil
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}
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// SelectNextAgent 根据上一个座席和座席列表选择下一个座席
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// @Description 选择下一个要分配的座席
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// @param agents 座席列表
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// @param lastAgentName 上一个座席名称
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// @return string 下一个座席名称
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func (s *CallbackTicketService) SelectNextAgent(agents []AgentInfo, lastAgentName string) *AgentInfo {
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if len(agents) == 0 {
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return nil
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}
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var firstAgent *AgentInfo = &agents[0]
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// 如果没有上一个座席，直接返回第一个
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if lastAgentName == "" {
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return firstAgent
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}
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// 找到上一个座席的下一个
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foundLastAgent := false
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for i, agent := range agents {
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if foundLastAgent {
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// 找到上一个座席的下一个
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return &agent
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}
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if agent.Name == lastAgentName {
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foundLastAgent = true
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// 如果是最后一个座席，则循环回第一个
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if i == len(agents)-1 {
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return firstAgent
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}
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}
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}
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// 如果没找到上一个座席(可能被删除了)，使用第一个座席
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return firstAgent
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}
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// FindCallbackTicketByAgentAndCaller 通过座席号码和主叫号码查找符合条件的工单
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// @Description 通过座席号码和主叫号码查找符合条件的工单
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// @param agentName 座席号码
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// @param callerNumber 主叫号码
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// @return *CallbackTicket 回调工单对象
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// @return error 错误信息
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func (s *CallbackTicketService) FindCallbackTicketByAgentAndCaller(agentName string, callerNumber string) (*CallbackTicket, error) {
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var ticket CallbackTicket
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if err := s.getDB().Table("mf_callback_ticket").
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Where("agent_name = ? AND caller_number = ? AND status IN ('NEW', 'PENDING', 'IN_PROGRESS', 'NO_ANSWER_1', 'NO_ANSWER_2')",
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agentName, callerNumber).
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Order("created_at DESC").
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First(&ticket).Error; err != nil {
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if err == gorm.ErrRecordNotFound {
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return nil, nil // 没有找到记录，返回nil, nil
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}
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return nil, fmt.Errorf("failed to find callback ticket: %w", err)
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}
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return &ticket, nil
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}
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// ProcessCallbackResult 处理回拨结果并更新工单
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// @Description 处理回拨结果并更新工单状态
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// @param ticket 要更新的工单
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// @param callDuration 通话时长
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// @param answerTime 应答时间
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// @param releaseTime 释放时间
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// @param cause 释放原因
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// @return error 错误信息
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func (s *CallbackTicketService) ProcessCallbackResult(ticket *CallbackTicket, callDuration float64, seizureTime string, releaseTime string, cause string) error {
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if ticket == nil {
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return fmt.Errorf("ticket cannot be nil")
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}
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// 构建更新信息
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now := time.Now().UnixMicro()
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updatedTicket := CallbackTicket{
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TicketId: ticket.TicketId,
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UpdatedAt: &now,
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}
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// 构建评论内容
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comment := fmt.Sprintf("回拨时间: %s, 释放时间: %s, 原因: %s", seizureTime, releaseTime, cause)
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// 根据通话时长判断处理结果
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if callDuration > 0 {
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// 通话已接通，标记为已处理完毕
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updatedTicket.Status = TicketStatusClosed.Enum()
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updatedTicket.Comment = fmt.Sprintf("%s, 通话时长: %.1f秒, 状态: 已接通并完成", comment, callDuration)
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} else {
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// 通话未接通，根据当前状态修改为相应状态
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switch ticket.Status {
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case TicketStatusNew.Enum(), TicketStatusInProgress.Enum():
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// 第一次未接通
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updatedTicket.Status = TicketStatusNoAnswer1.Enum()
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updatedTicket.Comment = fmt.Sprintf("%s, 通话时长: %.1f秒, 状态: 第一次未接通", comment, callDuration)
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case TicketStatusNoAnswer1.Enum():
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// 第二次未接通
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updatedTicket.Status = TicketStatusNoAnswer2.Enum()
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updatedTicket.Comment = fmt.Sprintf("%s, 通话时长: %.1f秒, 状态: 第二次未接通", comment, callDuration)
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case TicketStatusNoAnswer2.Enum():
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// 第三次未接通，挂起
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updatedTicket.Status = TicketStatusPending.Enum()
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updatedTicket.Comment = fmt.Sprintf("%s, 通话时长: %.1f秒, 状态: 多次未接通，工单挂起", comment, callDuration)
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default:
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// 其他状态保持不变
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updatedTicket.Status = ticket.Status
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updatedTicket.Comment = fmt.Sprintf("%s, 通话时长: %.1f秒, 状态: 未知状态", comment, callDuration)
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}
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}
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// 更新工单
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if err := s.getDB().Table("mf_callback_ticket").
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Where("ticket_id = ?", ticket.TicketId).
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Updates(updatedTicket).Error; err != nil {
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return fmt.Errorf("failed to update callback ticket: %w", err)
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}
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return nil
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}
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// FindTimeoutTickets 查询指定状态的超时工单
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// @Description 查询指定状态且超过指定时间未处理的工单
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// @param status 工单状态
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// @param timeoutMicros 超时时间(微秒)
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// @return []CallbackTicket 超时工单列表
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// @return error 错误信息
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func (s *CallbackTicketService) FindTimeoutTickets(status string, timeoutMicros int64) ([]CallbackTicket, error) {
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// 计算超时时间点
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nowMicros := time.Now().UnixMicro()
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timeoutBeforeMicros := nowMicros - timeoutMicros
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// 查询超时的工单
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var tickets []CallbackTicket
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if err := s.getDB().Table("mf_callback_ticket").
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Where("status = ? AND created_at < ? AND (updated_at IS NULL OR updated_at < ?)",
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status, timeoutBeforeMicros, timeoutBeforeMicros).
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Find(&tickets).Error; err != nil {
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return nil, fmt.Errorf("查询超时工单失败: %w", err)
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}
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return tickets, nil
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}
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// UpdateTicketToTimeout 将工单状态更新为超时
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// @Description 将指定工单更新为超时状态，并添加备注信息
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// @param ticket 要更新的工单
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// @param originalStatus 原工单状态
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// @return error 错误信息
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func (s *CallbackTicketService) UpdateTicketToTimeout(ticket *CallbackTicket, originalStatus string, agents []AgentInfo) error {
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if ticket == nil {
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return fmt.Errorf("ticket cannot be nil")
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}
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now := time.Now().UnixMicro()
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// 1. 更新原工单为超时
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updatedTicket := CallbackTicket{
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TicketId: ticket.TicketId,
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Status: TicketStatusTimeout.Enum(),
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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),
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UpdatedAt: &now,
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}
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if err := s.getDB().Table("mf_callback_ticket").
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Where("ticket_id = ?", ticket.TicketId).
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Updates(updatedTicket).Error; err != nil {
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return fmt.Errorf("更新工单 %d 状态失败: %w", ticket.TicketId, err)
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}
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// 2. 选择新座席
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lastAgent := ticket.AgentName
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newAgent := s.SelectNextAgent(agents, lastAgent)
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// 3. 创建新工单
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if newAgent != nil {
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newTicket := CallbackTicket{
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CallerNumber: ticket.CallerNumber,
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CalleeNumber: ticket.CalleeNumber,
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Status: TicketStatusNew.Enum(),
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AgentName: newAgent.Name,
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AgentEmail: newAgent.Email,
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AgentMobile: newAgent.Mobile,
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Comment: fmt.Sprintf("由超时工单 %d 自动重建", ticket.TicketId),
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MsdData: ticket.MsdData,
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RmUid: ticket.RmUid,
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CreatedAt: now,
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UpdatedAt: nil,
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}
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if err := s.getDB().Table("mf_callback_ticket").Create(&newTicket).Error; err != nil {
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return fmt.Errorf("创建新工单失败: %w", err)
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}
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// 新工单分配后发送邮件通知
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if newAgent.Email != "" {
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// 发送邮件通知
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// 获取SMTP配置
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emailConfig := config.GetSMTPConfig()
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if emailConfig != nil && emailConfig.Enabled {
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// 创建配置副本，避免修改全局配置
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emailCopy := *emailConfig // 浅拷贝结构体
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// 合并配置中的To地址和当前工单的座席邮箱
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var recipients []string
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// 添加配置中的原始收件人（如管理员、监控人员等）
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if len(emailConfig.To) > 0 {
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recipients = append(recipients, strings.Split(emailConfig.To, ",")...)
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}
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// 添加当前工单的座席邮箱
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recipients = append(recipients, ticket.AgentEmail)
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// 去重处理（避免重复邮箱）
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emailCopy.To = strings.Join(email.RemoveDuplicateEmails(recipients), ",")
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// 设置邮件主题和内容
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emailCopy.Subject = "新工单自动重建通知"
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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。",
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newTicket.TicketId, newTicket.CallerNumber)
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go email.SendEmailWithGomail(emailCopy)
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}
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}
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}
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return nil
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}
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// BatchUpdateTimeoutTickets 批量处理超时工单
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func (s *CallbackTicketService) BatchUpdateTimeoutTickets(tickets []CallbackTicket, originalStatus string, agents []AgentInfo) error {
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if len(tickets) == 0 {
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return nil
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}
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// 获取当前最后分配的座席
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lastAssignedAgent, err := s.GetLastAssignedAgent()
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if err != nil {
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log.Errorf("获取最后分配座席失败: %v", err)
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lastAssignedAgent = ""
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}
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now := time.Now().UnixMicro()
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var successCount int
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for i, ticket := range tickets {
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// 1. 更新原工单为超时
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updatedTicket := CallbackTicket{
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TicketId: ticket.TicketId,
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Status: TicketStatusTimeout.Enum(),
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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),
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UpdatedAt: &now,
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}
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if err := s.getDB().Table("mf_callback_ticket").
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Where("ticket_id = ?", ticket.TicketId).
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Updates(updatedTicket).Error; err != nil {
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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, 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 = 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"
|
||
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()
|
||
timeoutBeforeMicros := nowMicros - timeoutMicros
|
||
nearlyTimeoutBeforeMicros := nowMicros - (timeoutMicros - aheadMicros)
|
||
|
||
var tickets []CallbackTicket
|
||
if err := s.getDB().Table("mf_callback_ticket").
|
||
Where("status = ? AND created_at >= ? AND created_at < ? AND (updated_at IS NULL OR updated_at < ?)",
|
||
status, timeoutBeforeMicros, nearlyTimeoutBeforeMicros, nearlyTimeoutBeforeMicros).
|
||
Find(&tickets).Error; err != nil {
|
||
return nil, fmt.Errorf("查询即将超时工单失败: %w", err)
|
||
}
|
||
return tickets, nil
|
||
}
|
||
|
||
// 新增方法：坐席开始处理工单
|
||
func (s *CallbackTicketService) StartProcessingTicket(ticketId int64) error {
|
||
now := time.Now().UnixMicro()
|
||
if err := s.getDB().Table("mf_callback_ticket").
|
||
Where("ticket_id = ? AND status = ?", ticketId, TicketStatusNew.Enum()).
|
||
Updates(map[string]interface{}{
|
||
"status": TicketStatusInProgress.Enum(),
|
||
"updated_at": now,
|
||
"comment": "坐席开始处理工单",
|
||
}).Error; err != nil {
|
||
return fmt.Errorf("failed to update ticket to IN_PROGRESS: %w", err)
|
||
}
|
||
return nil
|
||
}
|