345 lines
12 KiB
PHP
345 lines
12 KiB
PHP
<?php
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namespace app\controller\admin;
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use app\support\ContentService;
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use app\support\MessageDispatcher;
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use app\support\TicketAttachmentService;
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use support\Request;
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use support\think\Db;
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class TicketsController
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{
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public function overview(Request $request)
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{
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return api_success([
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'cards' => [
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[
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'title' => '工单总量',
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'value' => (int)Db::name('tickets')->count(),
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'desc' => '当前数据库内工单总数',
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],
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[
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'title' => '待处理工单',
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'value' => (int)Db::name('tickets')->whereIn('status', ['pending', 'processing'])->count(),
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'desc' => '待处理与处理中工单数量',
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],
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[
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'title' => '已解决工单',
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'value' => (int)Db::name('tickets')->where('status', 'resolved')->count(),
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'desc' => '当前已解决的工单数量',
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],
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[
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'title' => '工单留言',
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'value' => (int)Db::name('ticket_messages')->count(),
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'desc' => '当前工单消息记录总数',
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],
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],
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]);
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}
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public function index(Request $request)
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{
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$keyword = trim((string)$request->input('keyword', ''));
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$status = trim((string)$request->input('status', ''));
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$type = trim((string)$request->input('ticket_type', ''));
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$query = Db::name('tickets')
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->field([
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'id',
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'ticket_no',
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'ticket_type',
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'biz_type',
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'biz_id',
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'order_id',
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'user_id',
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'status',
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'priority',
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'assignee_id',
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'title',
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'created_at',
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'updated_at',
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])
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->order('id', 'desc');
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if ($keyword !== '') {
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$query->where(function ($builder) use ($keyword) {
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$builder->whereLike('ticket_no', "%{$keyword}%")
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->whereOrLike('title', "%{$keyword}%");
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});
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}
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if ($status !== '') {
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$query->where('status', $status);
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}
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if ($type !== '') {
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$query->where('ticket_type', $type);
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}
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$rows = $query->select()->toArray();
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$list = array_map(function (array $item) {
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return [
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'id' => (int)$item['id'],
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'ticket_no' => $item['ticket_no'],
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'ticket_type' => $item['ticket_type'],
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'ticket_type_text' => $this->ticketTypeText($item['ticket_type']),
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'biz_type' => $item['biz_type'],
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'biz_id' => (int)($item['biz_id'] ?? 0),
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'order_id' => (int)($item['order_id'] ?? 0),
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'user_id' => (int)($item['user_id'] ?? 0),
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'status' => $item['status'],
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'status_text' => $this->statusText($item['status']),
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'priority' => $item['priority'],
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'priority_text' => $this->priorityText($item['priority']),
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'title' => $item['title'] ?: '未命名工单',
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'created_at' => $item['created_at'],
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'updated_at' => $item['updated_at'],
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];
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}, $rows);
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return api_success(['list' => $list]);
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}
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public function detail(Request $request)
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{
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$id = (int)$request->input('id', 0);
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if (!$id) {
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return api_error('工单 ID 不能为空', 422);
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}
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$ticket = Db::name('tickets')->where('id', $id)->find();
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if (!$ticket) {
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return api_error('工单不存在', 404);
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}
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$messages = Db::name('ticket_messages')
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->where('ticket_id', $id)
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->order('id', 'asc')
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->select()
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->toArray();
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return api_success([
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'ticket_info' => [
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'id' => (int)$ticket['id'],
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'ticket_no' => $ticket['ticket_no'],
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'ticket_type' => $ticket['ticket_type'],
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'ticket_type_text' => $this->ticketTypeText($ticket['ticket_type']),
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'biz_type' => $ticket['biz_type'],
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'biz_id' => (int)($ticket['biz_id'] ?? 0),
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'order_id' => (int)($ticket['order_id'] ?? 0),
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'user_id' => (int)($ticket['user_id'] ?? 0),
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'status' => $ticket['status'],
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'status_text' => $this->statusText($ticket['status']),
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'priority' => $ticket['priority'],
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'priority_text' => $this->priorityText($ticket['priority']),
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'title' => $ticket['title'],
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'content' => $ticket['content'],
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'created_at' => $ticket['created_at'],
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'updated_at' => $ticket['updated_at'],
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],
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'messages' => array_map(function (array $item) {
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return [
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'sender_type' => $item['sender_type'],
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'sender_type_text' => $item['sender_type'] === 'customer_service' ? '客服' : ($item['sender_type'] === 'system' ? '系统' : '用户'),
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'content' => $item['content'] ?: '',
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'attachments' => $this->attachmentService()->normalize($item['attachments_json'] ?? null, $request),
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'created_at' => $item['created_at'],
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];
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}, $messages),
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]);
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}
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public function save(Request $request)
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{
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$id = (int)$request->input('id', 0);
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if (!$id) {
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return api_error('工单 ID 不能为空', 422);
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}
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$ticket = Db::name('tickets')->where('id', $id)->find();
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if (!$ticket) {
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return api_error('工单不存在', 404);
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}
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$status = trim((string)$request->input('status', $ticket['status']));
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$priority = trim((string)$request->input('priority', $ticket['priority']));
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$now = date('Y-m-d H:i:s');
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Db::startTrans();
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try {
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Db::name('tickets')->where('id', $id)->update([
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'status' => $status,
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'priority' => $priority,
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'updated_at' => $now,
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]);
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if ($status !== $ticket['status']) {
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$this->notifyStatusChanged($ticket, $status, $now);
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}
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Db::commit();
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} catch (\Throwable $e) {
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Db::rollback();
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return api_error('工单更新失败', 500, [
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'detail' => $e->getMessage(),
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]);
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}
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return api_success(['id' => $id], '工单已更新');
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}
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public function reply(Request $request)
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{
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$ticketId = (int)$request->input('ticket_id', 0);
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$content = trim((string)$request->input('content', ''));
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$attachments = $this->attachmentService()->normalize($request->input('attachments', []), $request, true);
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if (!$ticketId) {
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return api_error('工单 ID 不能为空', 422);
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}
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if ($content === '' && !$attachments) {
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return api_error('回复内容和附件至少填写一项', 422);
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}
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$ticket = Db::name('tickets')->where('id', $ticketId)->find();
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if (!$ticket) {
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return api_error('工单不存在', 404);
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}
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$now = date('Y-m-d H:i:s');
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Db::startTrans();
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try {
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$messageId = (int)Db::name('ticket_messages')->insertGetId([
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'ticket_id' => $ticketId,
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'sender_type' => 'customer_service',
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'sender_id' => 1,
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'content' => $content,
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'attachments_json' => $attachments ? json_encode($attachments, JSON_UNESCAPED_UNICODE) : null,
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'created_at' => $now,
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]);
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Db::name('tickets')->where('id', $ticketId)->update([
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'status' => 'processing',
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'updated_at' => $now,
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]);
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(new MessageDispatcher())->sendInboxEvent('ticket_reply', [
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'user_id' => (int)($ticket['user_id'] ?? 0),
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'biz_type' => 'ticket_message',
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'biz_id' => $messageId,
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'ticket_id' => $ticketId,
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'ticket_no' => $ticket['ticket_no'],
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'ticket_title' => $ticket['title'] ?: '客服工单',
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'reply_content' => $content,
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'fallback_title' => '工单有新回复',
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'fallback_content' => sprintf('客服已回复您的工单「%s」，点击查看详情。', $ticket['title'] ?: '客服工单'),
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]);
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Db::commit();
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return api_success(['ticket_id' => $ticketId], '回复成功');
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} catch (\Throwable $e) {
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Db::rollback();
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return api_error('回复失败', 500, [
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'detail' => $e->getMessage(),
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]);
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}
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}
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public function uploadFile(Request $request)
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{
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try {
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$asset = $this->attachmentService()->upload($request);
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return api_success($asset);
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} catch (\Throwable $e) {
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return api_error($e->getMessage(), 422);
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}
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}
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public function deleteFile(Request $request)
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{
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$fileUrl = trim((string)$request->input('file_url', ''));
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if ($fileUrl === '') {
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return api_error('文件地址不能为空', 422);
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}
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$this->attachmentService()->delete($fileUrl);
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return api_success([
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'file_url' => $fileUrl,
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], '删除成功');
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}
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private function statusText(string $status): string
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{
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return (new ContentService())->ticketStatusText($status);
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}
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private function priorityText(string $priority): string
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{
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return match ($priority) {
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'high' => '高优先级',
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'normal' => '普通',
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'low' => '低优先级',
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default => $priority,
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};
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}
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private function ticketTypeText(string $type): string
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{
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return (new ContentService())->ticketTypeText($type);
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}
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private function notifyStatusChanged(array $ticket, string $status, string $now): void
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{
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$eventConfig = match ($status) {
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'waiting_user' => [
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'event_code' => 'ticket_waiting_user',
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'title' => '工单等待您补充反馈',
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'content' => sprintf('客服正在跟进工单「%s」，当前需要您补充反馈信息。', $ticket['title'] ?: '客服工单'),
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'system_message' => '工单状态已更新为待用户反馈，请等待用户补充信息。',
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],
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'resolved' => [
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'event_code' => 'ticket_resolved',
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'title' => '工单已解决',
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'content' => sprintf('您的工单「%s」已处理完成，如仍有疑问可继续留言。', $ticket['title'] ?: '客服工单'),
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'system_message' => '工单状态已更新为已解决。',
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],
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'closed' => [
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'event_code' => 'ticket_closed',
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'title' => '工单已关闭',
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'content' => sprintf('您的工单「%s」已关闭，如需继续处理可重新发起工单。', $ticket['title'] ?: '客服工单'),
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'system_message' => '工单状态已更新为已关闭。',
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],
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default => null,
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};
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if (!$eventConfig) {
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return;
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}
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$messageId = (int)Db::name('ticket_messages')->insertGetId([
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'ticket_id' => (int)$ticket['id'],
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'sender_type' => 'system',
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'sender_id' => null,
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'content' => $eventConfig['system_message'],
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'attachments_json' => null,
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'created_at' => $now,
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]);
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(new MessageDispatcher())->sendInboxEvent($eventConfig['event_code'], [
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'user_id' => (int)($ticket['user_id'] ?? 0),
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'biz_type' => 'ticket_message',
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'biz_id' => $messageId,
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'ticket_id' => (int)$ticket['id'],
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'ticket_no' => $ticket['ticket_no'] ?? '',
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'ticket_title' => $ticket['title'] ?: '客服工单',
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'fallback_title' => $eventConfig['title'],
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'fallback_content' => $eventConfig['content'],
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]);
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}
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private function attachmentService(): TicketAttachmentService
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{
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return new TicketAttachmentService();
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}
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}
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