2142 lines
91 KiB
PHP
2142 lines
91 KiB
PHP
<?php
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namespace addon\idcsmart_ticket\model;
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use addon\idcsmart_ticket\logic\IdcsmartTicketLogic;
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use app\admin\model\AdminModel;
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use app\admin\model\AdminRoleLinkModel;
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use app\admin\model\AdminRoleModel;
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use app\admin\model\PluginModel;
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use app\common\logic\UploadLogic;
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use app\common\model\ClientModel;
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use app\common\model\FileLogModel;
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use app\common\model\HostModel;
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use app\common\model\OrderModel;
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use app\common\model\ProductModel;
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use app\common\model\SupplierModel;
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use app\common\model\SystemLogModel;
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use app\common\model\UpstreamHostModel;
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use think\db\Query;
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use think\Model;
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/*
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* @author wyh
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* @time 2022-06-20
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*/
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class IdcsmartTicketModel extends Model
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{
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protected $name = 'addon_idcsmart_ticket';
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# 设置字段信息
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protected $schema = [
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'id' => 'int',
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'ticket_num' => 'string',
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'num' => 'int',
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'client_id' => 'int',
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'title' => 'string',
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'ticket_type_id' => 'int',
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'content' => 'string',
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'status' => 'int',
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'attachment' => 'string',
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'last_reply_time' => 'int',
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'post_time' => 'int',
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'notes' => 'string',
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'admin_id' => 'int',
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'create_time' => 'int',
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'update_time' => 'int',
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'last_reply_admin_id' => 'int',
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'post_admin_id' => 'int',
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'is_downstream' => 'int',
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'downstream_delivery' => 'int',
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'downstream_source' => 'string',
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'downstream_token' => 'string',
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'downstream_url' => 'string',
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'downstream_ticket_id' => 'int',
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'downstream_delivery_status' => 'int',
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'token' => 'string',
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];
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# 是否后台
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public $isAdmin = false;
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# 检查是否工单所属部门的管理人员
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private function checkAdmin($id)
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{
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if (!$this->isAdmin){
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return true;
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}
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# 超级管理员查看所有?目前
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if (get_admin_id() == 1){
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return true;
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}
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$ticket = $this->find($id);
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if (empty($ticket)){
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return false;
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}
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$allowAdmin = IdcsmartTicketTypeAdminLinkModel::where('ticket_type_id', $ticket['ticket_type_id'])->column('admin_id');
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if(!in_array(get_admin_id(), $allowAdmin)){
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return false;
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}
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return true;
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}
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/**
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* 时间 2022-06-20
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* @title 工单列表
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* @desc 工单列表
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* @author wyh
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* @version v1
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* @param string keywords - 关键字
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* @param int status - 状态搜索(/console/v1/ticket/status get获取状态列表)
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* @param int ticket_type_id - 工单类型搜索(/console/v1/ticket/type get获取类型列表)
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* @param int client_ -
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* @param int page - 页数
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* @param int limit - 每页条数
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* @return array list - 工单列表
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* @return int list[].id - ID
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* @return string list[].ticket_num - 工单号
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* @return string list[].title - 标题
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* @return string list[].name - 类型
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* @return int list[].post_time - 提交时间
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* @return string list[].client_id - 用户ID
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* @return string list[].username - 客户名称
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* @return array list[].hosts - 关联产品,数组
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* @return array list[].host_ids - 关联产品ID,数组(作跳转使用)
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* @return int list[].last_reply_time - 最近回复时间
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* @return string list[].status - 状态
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* @return string list[].color - 状态颜色
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* @return string list[].admin_name - 跟进人,为null时显示-
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* @return int list[].ticket_internal - 是否有内部工单插件:1是(显示新建内部工单按钮),0否
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* @return int list[].client_level - 客户等级客户ID
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* @return int list[].last_time - 最近操作时间
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* @return int list[].downstream_delivery - 是否下游传递
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* @return int list[].upstream_ticket_id - 大于0时，为上游工单ID，显示[向上传递]
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* @return int count - 工单总数
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*/
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public function ticketList($param)
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{
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$where = function (Query $query) use ($param){
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if (!$this->isAdmin){
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$query->where('t.client_id',get_client_id());
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}else{
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if (get_admin_id() != 1){ # 超级管理员查看所有?目前
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$ticketTypeId = IdcsmartTicketTypeAdminLinkModel::where('admin_id', get_admin_id())->column('ticket_type_id');
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$ticketTypeId = array_unique($ticketTypeId);
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if(!empty($ticketTypeId)){
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$query->whereIn('t.ticket_type_id', $ticketTypeId);
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}else{
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$query->where('t.id', 0);
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}
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}
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}
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if (isset($param['status']) && $param['status'] && is_array($param['status'])){
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$query->whereIn('t.status',$param['status']);
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}else{
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if ($this->isAdmin){
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$query->whereNotIn('t.status',[3,4]);
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}
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}
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if (isset($param['keywords']) && !empty($param['keywords'])){
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$query->where('t.ticket_num|t.title','like',"%{$param['keywords']}%");
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}
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if (isset($param['ticket_type_id']) && !empty($param['ticket_type_id'])){
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$query->where('t.ticket_type_id',$param['ticket_type_id']);
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}
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if ($this->isAdmin){
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if (isset($param['client_id']) && !empty($param['client_id'])){
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$query->where('t.client_id',$param['client_id']);
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}
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if (isset($param['admin_id']) && !is_null($param['admin_id']) && strlen($param['admin_id'])>0){
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if (!empty($param['admin_id'])){
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$query->where('t.last_reply_admin_id',$param['admin_id']);
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}else{
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// 筛选上游处理工单
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$query->where('tu.upstream_ticket_id','>',0);
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}
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}
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if (isset($param['host_id']) && !empty($param['host_id'])){
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$query->where('h.id',$param['host_id']);
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}
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}
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};
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if ($this->isAdmin){
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// wyh 20230510 增加 关联订单 子商品订单或父商品订单
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$whereOr = function (Query $query)use($param){
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if (!empty($param['host_id'])){
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if (class_exists('server\idcsmart_common_dcim\model\IdcsmartCommonSonHost')){
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$IdcsmartCommonSonHost = new \server\idcsmart_common_dcim\model\IdcsmartCommonSonHost();
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$links = $IdcsmartCommonSonHost->where('host_id',$param['host_id'])
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->whereOr('son_host_id',$param['host_id'])
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->select()->toArray();
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$dcimOrderIds = array_column($links,'order_id');
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$dcimHostIds = array_column($links,'host_id');
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$dcimSonHostIds = array_column($links,'son_host_id');
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}
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if (class_exists('server\idcsmart_common_finance\model\IdcsmartCommonSonHost')){
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$IdcsmartCommonSonHost = new \server\idcsmart_common_finance\model\IdcsmartCommonSonHost();
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$links = $IdcsmartCommonSonHost->where('host_id',$param['host_id'])
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->whereOr('son_host_id',$param['host_id'])
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->select()->toArray();
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$financeOrderIds = array_column($links,'order_id');
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$financeHostIds = array_column($links,'host_id');
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$financeSonHostIds = array_column($links,'son_host_id');
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}
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if (class_exists('server\idcsmart_common_cloud\model\IdcsmartCommonSonHost')){
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$IdcsmartCommonSonHost = new \server\idcsmart_common_cloud\model\IdcsmartCommonSonHost();
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$links = $IdcsmartCommonSonHost->where('host_id',$param['host_id'])
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->whereOr('son_host_id',$param['host_id'])
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->select()->toArray();
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$cloudOrderIds = array_column($links,'order_id');
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$cloudHostIds = array_column($links,'host_id');
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$cloudSonHostIds = array_column($links,'son_host_id');
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}
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if (class_exists('server\idcsmart_common_business\model\IdcsmartCommonSonHost')){
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$IdcsmartCommonSonHost = new \server\idcsmart_common_business\model\IdcsmartCommonSonHost();
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$links = $IdcsmartCommonSonHost->where('host_id',$param['host_id'])
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->whereOr('son_host_id',$param['host_id'])
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->select()->toArray();
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$businessOrderIds = array_column($links,'order_id');
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$businessHostIds = array_column($links,'host_id');
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$businessSonHostIds = array_column($links,'son_host_id');
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}
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// 续费 和 升降级订单
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$hostIds = array_merge($dcimHostIds??[],$dcimSonHostIds??[],$financeHostIds??[],$financeSonHostIds??[],$cloudHostIds??[],$cloudSonHostIds??[],
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$businessHostIds??[],$businessSonHostIds??[]);
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if (!empty($hostIds)){
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$query->whereIn('h.id',$hostIds);
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}
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}
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};
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$PluginModel = new PluginModel();
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$plugin = $PluginModel->where('status',1)
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->where('name','IdcsmartTicketInternal')
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->where('module','addon')
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->find();
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$tickets = $this->alias('t')
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->field('t.id,t.client_id,t.ticket_num,t.title,tt.name,t.post_time,c.username,GROUP_CONCAT(p.name Separator \'^#@^\') as hosts,GROUP_CONCAT(h.id Separator \'^#@^\') as host_ids,t.last_reply_time,ts.name as status,ts.color,a.name as admin_name,c.id as client_level,tt.id as ticket_internal,(CASE WHEN t.last_reply_time=0 THEN t.post_time WHEN t.last_reply_time>0 THEN t.last_reply_time END) last_time,
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t.is_downstream,t.downstream_delivery,tu.upstream_ticket_id')
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->leftJoin('addon_idcsmart_ticket_type tt','t.ticket_type_id=tt.id')
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->leftJoin('addon_idcsmart_ticket_status ts','ts.id=t.status')
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->leftJoin('admin a','a.id=t.last_reply_admin_id')
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->leftJoin('client c','c.id=t.client_id')
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->leftJoin('addon_idcsmart_ticket_host_link thl','t.id=thl.ticket_id')
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->leftJoin('host h','h.id=thl.host_id AND h.is_delete=0')
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->leftJoin('product p','h.product_id=p.id')
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->leftJoin('addon_idcsmart_ticket_upstream tu','tu.ticket_id=t.id')
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->where($where)
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->whereOr($whereOr)
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->withAttr('hosts',function ($value){
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if (!is_null($value)){
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return explode('^#@^',$value);
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}
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return [];
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})
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->withAttr('host_ids',function ($value){
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if (!is_null($value)){
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return explode('^#@^',$value);
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}
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return [];
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})
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->withAttr('client_level',function ($value){
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$hookResults = hook_one('client_level',['id'=>$value]);
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if (!empty($hookResults)){
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return $hookResults->background_color??"";
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}else{
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return '';
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}
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})
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->withAttr('ticket_internal',function ($value) use ($plugin){
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if (!empty($plugin)){
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return 1;
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}
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return 0;
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})
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->withAttr('upstream_ticket_id',function ($value){
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return intval($value);
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})
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->group('t.id')
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->limit($param['limit'])
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->page($param['page'])
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->order('last_time','desc')
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->order('t.last_reply_time','desc')
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->order('t.post_time','desc')
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->order('t.id','desc')
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->select()
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->toArray();
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$count = $this->alias('t')
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->leftJoin('addon_idcsmart_ticket_type tt','t.ticket_type_id=tt.id')
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->leftJoin('addon_idcsmart_ticket_status ts','ts.id=t.status')
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->leftJoin('admin a','a.id=t.last_reply_admin_id')
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->leftJoin('client c','c.id=t.client_id')
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->leftJoin('addon_idcsmart_ticket_host_link thl','t.id=thl.ticket_id')
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->leftJoin('host h','h.id=thl.host_id AND h.is_delete=0')
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->leftJoin('product p','h.product_id=p.id')
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->leftJoin('addon_idcsmart_ticket_upstream tu','tu.ticket_id=t.id')
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->where($where)
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->whereOr($whereOr)
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->group('t.id')
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->count();
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}else{
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$tickets = $this->alias('t')
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->field('t.id,t.ticket_num,t.title,tt.name,t.post_time,t.last_reply_time,ts.name as status,ts.color,ts.id as status_id')
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->leftJoin('addon_idcsmart_ticket_type tt','t.ticket_type_id=tt.id')
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->leftJoin('addon_idcsmart_ticket_status ts','ts.id=t.status')
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->where($where)
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->group('t.id')
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->limit($param['limit'])
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->page($param['page'])
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->order('t.status','desc')
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->order('t.last_reply_time','desc')
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->select()
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->toArray();
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foreach($tickets as $k=>$v){
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$tickets[$k]['last_urge_time'] = cache('ticket_urge_time_limit_'.$v['id']) ?? '0';
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}
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$count = $this->alias('t')
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->leftJoin('addon_idcsmart_ticket_type tt','t.ticket_type_id=tt.id')
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->where($where)
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->group('t.id')
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->count();
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}
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$data = [
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'list' => $tickets,
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'count' => $count
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];
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return ['status'=>200,'msg'=>lang_plugins('success_message'),'data'=>$data];
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}
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||
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/**
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* 时间 2022-06-21
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* @title 工单统计
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* @desc 工单统计
|
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* @author wyh
|
||
* @version v1
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* @return int 1 - 待接单数量
|
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* @return int 2 - 待回复数量
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* @return int 3 - 已回复数量
|
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* @return int 5 - 处理中数量
|
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*/
|
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public function statisticTicket()
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{
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$status = [1,2,3,5];
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$tickets = $this->where('client_id',get_client_id())
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->whereIn('status',$status)
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->column('status');
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$data = [];
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$statistics = array_count_values($tickets);
|
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foreach ($status as $item){
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$data[strtolower($item)] = $statistics[$item]??0;
|
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}
|
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return ['status'=>200,'msg'=>lang_plugins('success_message'),'data'=>$data];
|
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}
|
||
|
||
/**
|
||
* 时间 2022-06-20
|
||
* @title 查看工单
|
||
* @desc 查看工单
|
||
* @author wyh
|
||
* @version v1
|
||
* @param int id - 工单ID required
|
||
* @return object ticket - 工单详情
|
||
* @return int ticket.client_id - 用户ID
|
||
* @return int ticket.id - 工单ID
|
||
* @return string ticket.title - 工单标题
|
||
* @return string ticket.content - 内容
|
||
* @return int ticket.ticket_type_id - 类型ID
|
||
* @return string ticket.status - 状态,直接显示,结合color
|
||
* @return string ticket.color - 状态颜色
|
||
* @return int ticket.create_time - 创建时间
|
||
* @return array ticket.attachment - 工单附件,数组,返回所有附件(附件以^符号分割,取最后一个值获取文件原名)
|
||
* @return int ticket.last_reply_time - 工单最后回复时间
|
||
* @return string ticket.username - 用户名
|
||
* @return array ticket.host_ids - 关联产品ID,数组
|
||
* @return int ticket.can_operate - 是否可操作
|
||
* @return int ticket.upstream_ticket_id - 上游工单ID，大于0时，为上游工单ID，显示[向上传递]
|
||
* @return int ticket.delivery_status - 传递状态：1已开启传递，0已关闭传递
|
||
* @return int ticket.delivery_operate - 传递操作:0不显示按钮,1发起传递,2开启传递,3终止传递
|
||
* @return int ticket.downstream_delivery - 是否下游传递
|
||
* @return int ticket.upstream_ticket_id - 大于0时，为上游工单ID，显示[向上传递]
|
||
* @return array ticket.replies - 沟通记录,数组
|
||
* @return string ticket.replies[].content - 内容
|
||
* @return array ticket.replies[].attachment - 附件访问地址,数组
|
||
* @return int ticket.replies[].create_time - 时间
|
||
* @return string ticket.replies[].type - 类型:Client用户回复,Admin管理员回复
|
||
* @return string ticket.replies[].client_name - 用户名,type==Client时用此值
|
||
* @return string ticket.replies[].admin_name - 管理员名,type==Admin时用此值
|
||
*/
|
||
public function indexTicket($id)
|
||
{
|
||
if (!$this->checkAdmin($id)){
|
||
return ['status'=>400,'msg'=>lang_plugins('ticket_current_admin_cannot_operate')];
|
||
}
|
||
|
||
// wyh 20240506 bug修改
|
||
$where = function (Query $query) use ($id){
|
||
$query->where('t.id',$id);
|
||
if (!$this->isAdmin){
|
||
$query->where('t.client_id',get_client_id());
|
||
}
|
||
};
|
||
|
||
$ticket = $this->alias('t')
|
||
->field('t.id,t.ticket_num,t.client_id,t.title,t.content,t.ticket_type_id,ts.name as status,ts.color,
|
||
t.create_time,t.attachment,t.last_reply_time,c.username,t.post_admin_id,a.name as admin_name,tu.upstream_ticket_id,
|
||
tu.delivery_status,uh.upstream_host_id,t.downstream_delivery')
|
||
->leftJoin('client c','c.id=t.client_id')
|
||
->leftJoin('admin a','t.post_admin_id=a.id')
|
||
->leftJoin('addon_idcsmart_ticket_status ts','ts.id=t.status')
|
||
->leftJoin('addon_idcsmart_ticket_host_link thl','thl.ticket_id=t.id')
|
||
->leftJoin('upstream_host uh','uh.host_id=thl.host_id')
|
||
->leftJoin('addon_idcsmart_ticket_upstream tu','tu.ticket_id=t.id') // 考虑到一个工单最多对应一个产品
|
||
->withAttr('content',function ($value){
|
||
if (!empty($value)){
|
||
return htmlspecialchars_decode($value);
|
||
}
|
||
return $value;
|
||
})
|
||
->where($where)
|
||
->find();
|
||
if (empty($ticket)){
|
||
return ['status'=>400,'msg'=>lang_plugins('ticket_is_not_exist')];
|
||
}
|
||
|
||
if (!empty($ticket['upstream_host_id'])){
|
||
if (!empty($ticket['upstream_ticket_id'])){
|
||
if (!empty($ticket['delivery_status'])){
|
||
$ticket['delivery_operate'] = 3; // 终止传递
|
||
}else{
|
||
$ticket['delivery_operate'] = 2; // 开启传递
|
||
}
|
||
}else{
|
||
$ticket['delivery_operate'] = 1; // 发起传递
|
||
}
|
||
}else{
|
||
$ticket['delivery_operate'] = 0; // 不显示按钮
|
||
}
|
||
|
||
if (!$this->isAdmin){
|
||
unset($ticket['upstream_host_id'],$ticket['delivery_status'],$ticket['upstream_host_id'],$ticket['delivery_operate']);
|
||
}
|
||
|
||
$IdcsmartTicketLogic = new IdcsmartTicketLogic();
|
||
$config = $IdcsmartTicketLogic->getDefaultConfig();
|
||
|
||
$attachments = !empty($ticket->attachment)?explode(',',$ticket->attachment):[];
|
||
$attachmentsFilter = [];
|
||
foreach ($attachments as &$attachment){
|
||
// 1、旧方式
|
||
// $attachment = $config['get_ticket_upload'] . $attachment;
|
||
// 2、对象存储
|
||
// 使用保存的地址会有个问题，当切换存储接口时，需要改所有数据的地址
|
||
/*if (!empty($fileLog['url']) && is_image($tmp = urldecode($fileLog['url']))){
|
||
$attachment = $tmp;
|
||
}else{
|
||
$result = plugin_reflection($ossMethod,[
|
||
'file_path' => $config['ticket_upload'],
|
||
'file_name' => $attachment
|
||
],'oss','download');
|
||
if (isset($result['data']['url']) && !empty($result['data']['url'])){
|
||
$attachment = $result['data']['url'];
|
||
}else{
|
||
$attachment = '';
|
||
}
|
||
}*/
|
||
$attachmentsFilter[] = getOssUrl([
|
||
'file_path' => $config['ticket_upload'],
|
||
'file_name' => $attachment
|
||
]);
|
||
// 3、这个是转一次的方式
|
||
/*$FileLogModel = new FileLogModel();
|
||
$fileLog = $FileLogModel->where('save_name',$attachment)->find();
|
||
$res = generate_signature(['fid'=>$fileLog['uuid']],AUTHCODE);
|
||
$attachment = request()->domain(). "/console/v1/resource/".$fileLog['name']."?fid=".$fileLog['uuid']."&rand_str=". $res['rand_str'] ."&sign=".$res['signature'];*/
|
||
}
|
||
$ticket->attachment = $attachmentsFilter;
|
||
|
||
$IdcsmartTicketHostLinkModel = new IdcsmartTicketHostLinkModel();
|
||
$ticket['host_ids'] = $IdcsmartTicketHostLinkModel->where('ticket_id',$id)->column('host_id');
|
||
|
||
$IdcsmartTicketReplyModel = new IdcsmartTicketReplyModel();
|
||
|
||
if ($this->isAdmin){
|
||
$field = 'tr.id,tr.content,tr.attachment,tr.create_time,tr.type,c.username as client_name,a.name as admin_name,c.id as client_id,tr.upstream_ticket_reply_id,tr.downstream_ticket_reply_id';
|
||
}else{
|
||
$field = 'tr.id,tr.content,tr.attachment,tr.create_time,tr.type,c.username as client_name,a.nickname as admin_name,c.id as client_id';
|
||
}
|
||
|
||
$ticketReplies = $IdcsmartTicketReplyModel->alias('tr')
|
||
->field($field)
|
||
->leftJoin('client c','c.id=tr.rel_id AND tr.type=\'Client\'')
|
||
->leftJoin('admin a','a.id=tr.rel_id AND tr.type=\'Admin\'')
|
||
->withAttr('attachment',function ($value) use ($config){
|
||
if (!empty($value)){
|
||
$attachments = explode(',',$value);
|
||
}else{
|
||
$attachments = [];
|
||
}
|
||
$attachmentsFilter = [];
|
||
if (!empty($attachments)){
|
||
foreach ($attachments as &$attachment){
|
||
// 使用保存的地址会有个问题，当切换存储接口时，需要改所有数据的地址
|
||
// if (!empty($fileLog['url']) && is_image($tmp = urldecode($fileLog['url']))){
|
||
// $attachment = $tmp;
|
||
// }else{
|
||
// $result = plugin_reflection($ossMethod,[
|
||
// 'file_path' => $config['ticket_upload'],
|
||
// 'file_name' => $attachment
|
||
// ],'oss','download');
|
||
// if (isset($result['data']['url']) && !empty($result['data']['url'])){
|
||
// $attachment = $result['data']['url'];
|
||
// }else{
|
||
// $attachment = '';
|
||
// }
|
||
// }
|
||
$attachmentsFilter[] = getOssUrl([
|
||
'file_path' => $config['ticket_upload'],
|
||
'file_name' => $attachment
|
||
]);
|
||
// $attachment = $config['get_ticket_upload'] . $attachment;
|
||
// 对象存储
|
||
/*$FileLogModel = new FileLogModel();
|
||
$fileLog = $FileLogModel->where('save_name',$attachment)->find();
|
||
$res = generate_signature(['fid'=>$fileLog['uuid']],AUTHCODE);
|
||
$attachment = request()->domain(). "/console/v1/resource/".$fileLog['name']."?fid=".$fileLog['uuid']."&rand_str=". $res['rand_str'] ."&sign=".$res['signature'];*/
|
||
}
|
||
}
|
||
return $attachmentsFilter;
|
||
})
|
||
->withAttr('content',function ($value){
|
||
if (!empty($value)){
|
||
return htmlspecialchars_decode($value);
|
||
}
|
||
return $value;
|
||
})
|
||
->withAttr('admin_name',function ($value,$data){
|
||
if (isset($data['upstream_ticket_reply_id']) && $data['upstream_ticket_reply_id']>0){
|
||
return lang_plugins('ticket_upstream_admin');
|
||
}
|
||
/*if (isset($data['downstream_ticket_reply_id']) && $data['downstream_ticket_reply_id']>0){
|
||
return lang_plugins('ticket_downstream_admin');
|
||
}*/
|
||
if (is_null($value)){
|
||
return '';
|
||
}
|
||
|
||
return $value;
|
||
})
|
||
->withAttr('client_name',function ($value){
|
||
if (is_null($value)){
|
||
return '';
|
||
}
|
||
|
||
return $value;
|
||
})
|
||
->where('tr.ticket_id',$id)
|
||
->order('tr.create_time','desc')
|
||
->select()->toArray();
|
||
|
||
array_push($ticketReplies,['id'=>0,'content'=>$ticket->content,'attachment'=>$ticket->attachment,'create_time'=>$ticket->create_time,'type'=>'Client','client_name'=>$ticket->post_admin_id?$ticket['admin_name']:$ticket->username,'admin_name'=>'','client_id'=>$ticket['client_id']]);
|
||
|
||
$ticket['replies'] = $ticketReplies;
|
||
|
||
// wyh 20240619 新增：工单传递，一些动作是否可操作
|
||
if ($this->isAdmin){
|
||
$ticket['can_operate'] = IdcsmartTicketLogic::checkUpstreamTicket($id)?1:0;
|
||
}else{
|
||
$ticket['can_operate'] = IdcsmartTicketLogic::checkDownstreamTicket($id)?1:0;
|
||
}
|
||
|
||
if (!empty($ticket['host_ids'][0])){
|
||
$hostId = $ticket['host_ids'][0];
|
||
$host = HostModel::where('id',$hostId)->find();
|
||
$product = ProductModel::where('id',$host['product_id']??0)->find();
|
||
if (!empty($product)){
|
||
$module = $product->getModule();
|
||
if ($module=='idcsmart_common_cloud'){
|
||
$IdcsmartCommonSonHost = new \server\idcsmart_common_cloud\model\IdcsmartCommonSonHost();
|
||
$parentHostId = $IdcsmartCommonSonHost->where('son_host_id',$hostId)->value('host_id');
|
||
if (!empty($parentHostId)){
|
||
$parentHost = HostModel::where('id',$parentHostId)->find();
|
||
if (!empty($parentHost)){
|
||
$IdcsmartCommonProductConfigoptionModel = new \server\idcsmart_common_cloud\model\IdcsmartCommonProductConfigoptionModel();
|
||
$cid = $IdcsmartCommonProductConfigoptionModel->where('product_id',$parentHost['product_id'])
|
||
->where('option_param','max_node')
|
||
->value('id');
|
||
$IdcsmartCommonHostConfigoptionModel = new \server\idcsmart_common_cloud\model\IdcsmartCommonHostConfigoptionModel();
|
||
$qty = $IdcsmartCommonHostConfigoptionModel->where('host_id',$parentHostId)
|
||
->where('configoption_id',$cid)
|
||
->value('qty');
|
||
if (!empty($qty)){
|
||
$ticket['node_num'] = $qty;
|
||
}
|
||
}
|
||
}
|
||
}elseif ($module=='idcsmart_common_dcim'){
|
||
$IdcsmartCommonSonHost = new \server\idcsmart_common_dcim\model\IdcsmartCommonSonHost();
|
||
$parentHostId = $IdcsmartCommonSonHost->where('son_host_id',$hostId)->value('host_id');
|
||
if (!empty($parentHostId)){
|
||
$parentHost = HostModel::where('id',$parentHostId)->find();
|
||
if (!empty($parentHost)){
|
||
$IdcsmartCommonProductConfigoptionModel = new \server\idcsmart_common_dcim\model\IdcsmartCommonProductConfigoptionModel();
|
||
$cid = $IdcsmartCommonProductConfigoptionModel->where('product_id',$parentHost['product_id'])
|
||
->where('option_param','authorized_num')
|
||
->value('id');
|
||
$IdcsmartCommonHostConfigoptionModel = new \server\idcsmart_common_dcim\model\IdcsmartCommonHostConfigoptionModel();
|
||
$qty = $IdcsmartCommonHostConfigoptionModel->where('host_id',$parentHostId)
|
||
->where('configoption_id',$cid)
|
||
->value('qty');
|
||
if (!empty($qty)){
|
||
$ticket['node_num'] = $qty;
|
||
}
|
||
}
|
||
}
|
||
}
|
||
}
|
||
}
|
||
|
||
$IdcsmartTicketForwardModel = new IdcsmartTicketForwardModel();
|
||
$forwards = $IdcsmartTicketForwardModel->alias('tf')
|
||
->field('a.nickname,aa.nickname forward_nickname,tf.notes,tf.create_time,tf.id,itt.name ticket_type_name')
|
||
->leftJoin('admin a','a.id=tf.admin_id')
|
||
->leftJoin('admin aa','aa.id=tf.forward_admin_id')
|
||
->leftJoin('addon_idcsmart_ticket it','it.id=tf.ticket_id')
|
||
->leftJoin('addon_idcsmart_ticket_type itt','itt.id=it.ticket_type_id')
|
||
->where('tf.ticket_id',$id)
|
||
->order('tf.id','desc')
|
||
->select()->toArray();
|
||
$ticket['forwards'] = $forwards;
|
||
|
||
$data = [
|
||
'ticket' => $ticket
|
||
];
|
||
|
||
return ['status'=>200,'msg'=>lang_plugins('success_message'),'data'=>$data];
|
||
}
|
||
|
||
/**
|
||
* 时间 2022-06-20
|
||
* @title 创建工单
|
||
* @desc 创建工单
|
||
* @author wyh
|
||
* @version v1
|
||
* @param string title - 工单标题 required
|
||
* @param int ticket_type_id - 工单类型ID,/console/v1/ticket/type接口获取 required
|
||
* @param array host_ids - 关联产品ID,数组(id从产品列表接口获取)
|
||
* @param string content - 问题描述
|
||
* @param array attachment - 附件,数组(后台调admin/v1/upload(前台调console/v1/upload)上传文件,取返回值save_name)
|
||
*/
|
||
public function createTicket($param)
|
||
{
|
||
$this->startTrans();
|
||
|
||
try{
|
||
$IdcsmartTicketLogic = new IdcsmartTicketLogic();
|
||
$ticketNum = $IdcsmartTicketLogic->ticketNum();
|
||
|
||
$IdcsmartTicketTypeModel = new IdcsmartTicketTypeModel();
|
||
$idcsmartTicketType = $IdcsmartTicketTypeModel->find($param['ticket_type_id']);
|
||
|
||
$clientId = $this->isAdmin?$param['client_id']:get_client_id();
|
||
|
||
$data = [
|
||
'ticket_num' => $ticketNum[0],
|
||
'num' => $ticketNum[1],
|
||
'client_id' => $clientId,
|
||
'title' => $param['title'],
|
||
'ticket_type_id' => $param['ticket_type_id'],
|
||
'content' => isset($param['content'])?htmlspecialchars($param['content']):'',
|
||
'status' => 1,
|
||
'attachment' => (isset($param['attachment']) && !empty($param['attachment']))?implode(',',$param['attachment']):'',
|
||
'last_reply_time' => 0,
|
||
'create_time' => time(),
|
||
'post_time' => time(),
|
||
'notes' => $param['notes']??'',
|
||
'post_admin_id' => get_admin_id()??0,
|
||
];
|
||
|
||
// wyh 20240617 前台，下游传递
|
||
if (!$this->isAdmin && isset($param['is_downstream']) && $param['is_downstream']==1){
|
||
$config = IdcsmartTicketLogic::getDefaultConfig();
|
||
if (isset($config['ticket_type_id']) && !empty($config['ticket_type_id'])){
|
||
$data['ticket_type_id'] = $config['ticket_type_id'];
|
||
}else{
|
||
$IdcsmartTicketTypeModel = new IdcsmartTicketTypeModel();
|
||
$ticketType = $IdcsmartTicketTypeModel->order('id','asc')->find();
|
||
$data['ticket_type_id'] = $ticketType['id'];
|
||
}
|
||
$data['is_downstream'] = $param['is_downstream'];
|
||
$data['downstream_delivery'] = $param['downstream_delivery'];
|
||
$data['downstream_source'] = $param['downstream_source'];
|
||
$data['downstream_token'] = $param['downstream_token'];
|
||
$data['downstream_url'] = $param['downstream_url'];
|
||
$data['downstream_ticket_id'] = $param['downstream_ticket_id'];
|
||
}
|
||
|
||
$ticket = $this->create($data);
|
||
|
||
$IdcsmartTicketHostLinkModel = new IdcsmartTicketHostLinkModel();
|
||
$hostIds = $param['host_ids']?:[];
|
||
$insert = [];
|
||
foreach ($hostIds as $item){
|
||
$insert[] = [
|
||
'ticket_id' => $ticket->id,
|
||
'host_id' => $item
|
||
];
|
||
}
|
||
if (!empty($insert)){
|
||
$IdcsmartTicketHostLinkModel->insertAll($insert);
|
||
}
|
||
|
||
# 移动附件
|
||
$UploadLogic = new UploadLogic($IdcsmartTicketLogic->getDefaultConfig('ticket_upload'));
|
||
if (isset($param['attachment']) && !empty($param['attachment'])){
|
||
$result = $UploadLogic->moveTo($param['attachment'],'','ticket');
|
||
if (isset($result['error'])){
|
||
throw new \Exception($result['error']);
|
||
}
|
||
}
|
||
|
||
if (!$this->isAdmin){
|
||
# 记录日志
|
||
active_log(lang_plugins('ticket_log_client_create_ticket', ['{client}'=>'client#'.$clientId.'#' .request()->client_name.'#','{ticket_id}'=>'ticket#'.$ticket->id .'#'.$ticket->ticket_num .'#']), 'addon_idcsmart_ticket', $ticket->id);
|
||
}else{
|
||
# 管理员创建工单日志
|
||
active_log(lang_plugins('ticket_log_admin_create_ticket', ['{admin}'=>'admin#'.get_admin_id().'#' .request()->admin_name.'#','{ticket_id}'=>'ticket#'.$ticket->id .'#'.$ticket->ticket_num .'#']), 'addon_idcsmart_ticket', $ticket->id);
|
||
}
|
||
|
||
$this->commit();
|
||
|
||
}catch (\Exception $e){
|
||
$this->rollback();
|
||
return ['status'=>400,'msg'=>$e->getMessage().$e->getLine()];
|
||
}
|
||
|
||
if(!$this->isAdmin){
|
||
system_notice([
|
||
'name' => 'client_create_ticket',
|
||
'email_description' => lang_plugins('client_create_ticket_send_mail'),
|
||
'sms_description' => lang_plugins('client_create_ticket_send_sms'),
|
||
'task_data' => [
|
||
'client_id'=>get_client_id(),//客户ID
|
||
'template_param'=>[
|
||
'subject' => $param['title'],//工单名称
|
||
'ticket_num' => $ticket->ticket_num,
|
||
],
|
||
],
|
||
]);
|
||
}
|
||
|
||
# wyh 20240614 传递工单至上游
|
||
if (!empty($hostIds)){
|
||
$IdcsmartTicketDeliveryModel = new IdcsmartTicketDeliveryModel();
|
||
$IdcsmartTicketUpstreamModel = new IdcsmartTicketUpstreamModel();
|
||
$UpstreamHostModel = new UpstreamHostModel();
|
||
$ticketUpstream = [];
|
||
foreach ($hostIds as $hostId){
|
||
$result = $IdcsmartTicketDeliveryModel->delivery([
|
||
'host_id' => $hostId,
|
||
'ticket_id' => $ticket->id,
|
||
]);
|
||
if ($result['status']==200){
|
||
$upstreamHost = $UpstreamHostModel->where('host_id',$hostId)->find();
|
||
$ticketUpstream[] = [
|
||
'host_id' => $hostId,
|
||
'upstream_host_id' => $upstreamHost['upstream_host_id']??0,
|
||
'ticket_id' => $ticket->id,
|
||
'upstream_ticket_id' => $result['data']['id'],
|
||
'create_time' => time(),
|
||
'delivery_status' => 1,
|
||
];
|
||
}
|
||
}
|
||
if (!empty($ticketUpstream)){
|
||
$IdcsmartTicketUpstreamModel->insertAll($ticketUpstream);
|
||
}
|
||
}
|
||
|
||
return ['status'=>200,'msg'=>lang_plugins('success_message'),'data'=>['id'=>$ticket->id]];
|
||
}
|
||
|
||
/**
|
||
* 时间 2022-06-21
|
||
* @title 回复工单
|
||
* @desc 回复工单
|
||
* @author wyh
|
||
* @version v1
|
||
* @param int id - 工单ID required
|
||
* @param string content - 回复内容,不超过3000个字符 required
|
||
* @param array attachment - 附件,数组(后台调admin/v1/upload(前台调console/v1/upload)上传文件,取返回值save_name)
|
||
* @return int ticket_reply_id - 回复ID
|
||
*/
|
||
public function replyTicket($param)
|
||
{
|
||
$this->startTrans();
|
||
|
||
try{
|
||
$time = time();
|
||
|
||
$id = intval($param['id']);
|
||
|
||
if (!$this->checkAdmin($id)){
|
||
throw new \Exception(lang_plugins('ticket_current_admin_cannot_operate'));
|
||
}
|
||
|
||
$ticket = $this->find($id);
|
||
if (empty($ticket)){
|
||
throw new \Exception(lang_plugins('ticket_is_not_exist'));
|
||
}
|
||
|
||
if ($this->isAdmin){
|
||
// wyh 20240619 新增：对于后台，最上游才可以回复
|
||
if (!IdcsmartTicketLogic::checkUpstreamTicket($id)){
|
||
throw new \Exception(lang_plugins('ticket_upstream_cannot_operate'));
|
||
}
|
||
$clientId = $ticket->client_id;
|
||
}else{
|
||
if (!(isset($param['is_downstream']) && $param['is_downstream']==1)){
|
||
if (!IdcsmartTicketLogic::checkDownstreamTicket($id)){
|
||
throw new \Exception(lang_plugins('ticket_downstream_cannot_operate'));
|
||
}
|
||
}
|
||
|
||
$clientId = get_client_id();
|
||
if ($clientId != $ticket->client_id){
|
||
throw new \Exception(lang_plugins('ticket_is_not_exist'));
|
||
}
|
||
// 20240122 新增my的逻辑：根据关联产品的到期时间判断，到期后用户无法再回复
|
||
if (class_exists('server\idcsmart_common_finance\model\IdcsmartCommonSonHost')){
|
||
$IdcsmartTicketHostLinkModel = new IdcsmartTicketHostLinkModel();
|
||
$hostId = $IdcsmartTicketHostLinkModel->where('ticket_id',$id)
|
||
->order("ticket_id","desc")
|
||
->value("host_id");
|
||
$HostModel = new HostModel();
|
||
$host = $HostModel->find($hostId);
|
||
if ((!empty($host) && $host['billing_cycle']!="onetime" && $host['due_time']<=$time && $host['is_delete'] == 0) || $host['status']=='Deleted'){
|
||
throw new \Exception(lang_plugins("ticket_host_due_can_not_reply"));
|
||
}
|
||
}
|
||
}
|
||
|
||
# 移动附件
|
||
$IdcsmartTicketLogic = new IdcsmartTicketLogic();
|
||
$UploadLogic = new UploadLogic($IdcsmartTicketLogic->getDefaultConfig('ticket_upload'));
|
||
if (isset($param['attachment']) && !empty($param['attachment'])){
|
||
$result = $UploadLogic->moveTo($param['attachment'],'','ticket');
|
||
if (isset($result['error'])){
|
||
throw new \Exception($result['error']);
|
||
}
|
||
}
|
||
|
||
$data = [
|
||
'ticket_id' => $id,
|
||
'type' => $this->isAdmin?'Admin':'Client',
|
||
'rel_id' => $this->isAdmin?get_admin_id():$clientId,
|
||
'content' => htmlspecialchars($param['content']),
|
||
'attachment' => (isset($param['attachment']) && !empty($param['attachment']))?implode(',',$param['attachment']):'',
|
||
'create_time' => $time
|
||
];
|
||
|
||
if (isset($param['is_downstream']) && $param['is_downstream']==1){
|
||
$data['is_downstream'] = $param['is_downstream'];
|
||
$data['downstream_ticket_reply_id'] = $param['downstream_ticket_reply_id']??0;
|
||
}
|
||
|
||
$IdcsmartTicketReplyModel = new IdcsmartTicketReplyModel();
|
||
$ticketReply = $IdcsmartTicketReplyModel->create($data);
|
||
|
||
# 状态逻辑
|
||
$status = $ticket->status;
|
||
if ($this->isAdmin){
|
||
$status = 3;
|
||
}else{
|
||
if (!in_array($ticket->status,[1,2])){ # 待接收(处理中)工单用户回复,不改变状态
|
||
$status = 2;
|
||
}
|
||
}
|
||
|
||
$update = [
|
||
'last_reply_time' => $time,
|
||
'status' => $status
|
||
];
|
||
|
||
if ($this->isAdmin){
|
||
$update['last_reply_admin_id'] = get_admin_id(); # 最近一次回复管理员ID(跟进人)
|
||
}
|
||
|
||
$ticket->save($update);
|
||
|
||
# 记录日志
|
||
if ($this->isAdmin){
|
||
active_log(lang_plugins('ticket_log_admin_reply_ticket_admin', ['{admin}'=>'admin#'.get_admin_id().'#'.request()->admin_name.'#','{ticket_id}'=>'ticket#'.$ticket->id .'#'.$ticket->ticket_num .'#']), 'addon_idcsmart_ticket', $ticket->id);
|
||
active_log(lang_plugins('ticket_log_admin_reply_ticket', ['{admin}'=>'admin#'.get_admin_id().'#'.request()->admin_name.'#','{ticket_id}'=>'ticket#'.$ticket->id .'#'.$ticket->ticket_num .'#']), 'addon_idcsmart_ticket', $ticket->id);
|
||
}else{
|
||
$IdcsmartTicketReplyModel = new IdcsmartTicketReplyModel();
|
||
|
||
active_log(lang_plugins('ticket_log_client_reply_ticket', ['{client}'=>'client#'.get_client_id() .'#' .request()->client_name.'#','{ticket_id}'=>'ticket#'.$ticket->id .'#'.$ticket->ticket_num .'#','{content}'=>$ticketReply->content]), 'addon_idcsmart_ticket', $ticket->id);
|
||
}
|
||
|
||
$this->commit();
|
||
}catch (\Exception $e){
|
||
$this->rollback();
|
||
return ['status'=>400,'msg'=>$e->getMessage()];
|
||
}
|
||
|
||
// 1、客户回复，向上游传递
|
||
if (!$this->isAdmin){
|
||
system_notice([
|
||
'name' => 'client_reply_ticket',
|
||
'email_description' => lang_plugins('client_reply_ticket_send_mail'),
|
||
'task_data' => [
|
||
'client_id'=>$clientId,//客户ID
|
||
'template_param'=>[
|
||
'subject' => $ticket['title'],//工单名称
|
||
'ticket_num' => $ticket->ticket_num,
|
||
'admin_last_reply_time' => date('Y-m-d H:i:s', $IdcsmartTicketReplyModel->getAdminLastReplyTime($ticket->id) ?: $ticket->create_time),
|
||
],
|
||
],
|
||
]);
|
||
|
||
$IdcsmartTicketDeliveryModel = new IdcsmartTicketDeliveryModel();
|
||
$result = $IdcsmartTicketDeliveryModel->deliveryReply([
|
||
'ticket_id' => $id,
|
||
'ticket_reply_id' => $ticketReply->id
|
||
]);
|
||
if ($result['status']==200){
|
||
$ticketReply->save([
|
||
'upstream_ticket_reply_id' => $result['data']['ticket_reply_id'],
|
||
'update_time' => $time
|
||
]);
|
||
}
|
||
}else{
|
||
system_notice([
|
||
'name' => 'admin_reply_ticket',
|
||
'email_description' => lang_plugins('admin_reply_ticket_send_mail'),
|
||
'sms_description' => lang_plugins('admin_reply_ticket_send_sms'),
|
||
'task_data' => [
|
||
'client_id'=>$clientId,//客户ID
|
||
'template_param'=>[
|
||
'subject' => $ticket['title'],//工单名称
|
||
'ticket_num' => $ticket->ticket_num,
|
||
'admin_last_reply_time'=> date('Y-m-d H:i:s', $time),
|
||
],
|
||
],
|
||
]);
|
||
|
||
// 2、管理员回复，向下游推送
|
||
IdcsmartTicketLogic::pushTicketReplyCreate($ticket,$ticketReply,$param);
|
||
}
|
||
|
||
return ['status'=>200,'msg'=>lang_plugins('success_message'),'data'=>['ticket_reply_id'=>$ticketReply->id]];
|
||
}
|
||
|
||
/**
|
||
* 时间 2022-06-21
|
||
* @title 催单
|
||
* @desc 催单
|
||
* @author wyh
|
||
* @version v1
|
||
* @param int id - 工单ID required
|
||
*/
|
||
public function urgeTicket($param)
|
||
{
|
||
$this->startTrans();
|
||
|
||
try{
|
||
$time = time();
|
||
$clientId = get_client_id();
|
||
|
||
$id = intval($param['id']);
|
||
|
||
if (!$this->checkAdmin($id)){
|
||
throw new \Exception(lang_plugins('ticket_current_admin_cannot_operate'));
|
||
}
|
||
|
||
$ticket = $this->where('id',$id)->where('client_id',$clientId)->find();
|
||
if (empty($ticket)){
|
||
throw new \Exception(lang_plugins('ticket_is_not_exist'));
|
||
}
|
||
|
||
if (!$this->isAdmin){
|
||
if (!(isset($param['is_downstream']) && $param['is_downstream']==1)){
|
||
if (!IdcsmartTicketLogic::checkDownstreamTicket($id)){
|
||
throw new \Exception(lang_plugins('ticket_downstream_cannot_operate'));
|
||
}
|
||
}
|
||
}
|
||
|
||
$lastUrgeTime = cache('ticket_urge_time_limit_'.$id);
|
||
|
||
if ($lastUrgeTime && ($lastUrgeTime+15*60)>$time){
|
||
throw new \Exception(lang_plugins('ticket_urge_time_limit_15_m'));
|
||
}
|
||
|
||
if ($ticket->status == 1){
|
||
$ticket->save([
|
||
'post_time' => $time,
|
||
'update_time' => $time
|
||
]);
|
||
cache('ticket_urge_time_limit_'.$id,$time);
|
||
}elseif (in_array($ticket->status,[2,3])){
|
||
# 发送站内通知
|
||
|
||
cache('ticket_urge_time_limit_'.$id,$time);
|
||
}else{ # 已解决或已关闭不可催单
|
||
throw new \Exception(lang_plugins('ticket_status_is_not_allowed_urge'));
|
||
}
|
||
|
||
active_log(lang_plugins('ticket_log_client_urge_ticket', ['{client}'=>'client#'.get_client_id() .'#' .request()->client_name.'#','{ticket_id}'=>'ticket#'.$ticket->id .'#'.$ticket->ticket_num .'#']), 'addon_idcsmart_ticket', $ticket->id);
|
||
|
||
$this->commit();
|
||
}catch (\Exception $e){
|
||
$this->rollback();
|
||
return ['status'=>400,'msg'=>$e->getMessage()];
|
||
}
|
||
|
||
$IdcsmartTicketDeliveryModel = new IdcsmartTicketDeliveryModel();
|
||
$IdcsmartTicketDeliveryModel->deliveryUrge([
|
||
'ticket_id' => $id,
|
||
]);
|
||
|
||
return ['status'=>200,'msg'=>lang_plugins('ticket_urge_success')];
|
||
}
|
||
|
||
/**
|
||
* 时间 2022-06-21
|
||
* @title 关闭工单
|
||
* @desc 关闭工单
|
||
* @author wyh
|
||
* @version v1
|
||
* @param int id - 工单ID required
|
||
*/
|
||
public function closeTicket($param)
|
||
{
|
||
$this->startTrans();
|
||
|
||
try{
|
||
$time = time();
|
||
$clientId = get_client_id();
|
||
|
||
$id = intval($param['id']);
|
||
|
||
if (!$this->checkAdmin($id)){
|
||
throw new \Exception(lang_plugins('ticket_current_admin_cannot_operate'));
|
||
}
|
||
|
||
$ticket = $this->where('id',$id)->where('client_id',$clientId)->find();
|
||
if (empty($ticket)){
|
||
throw new \Exception(lang_plugins('ticket_is_not_exist'));
|
||
}
|
||
|
||
if (!$this->isAdmin){
|
||
if (!(isset($param['is_downstream']) && $param['is_downstream'])){
|
||
if (!IdcsmartTicketLogic::checkDownstreamTicket($id)){
|
||
throw new \Exception(lang_plugins('ticket_downstream_cannot_operate'));
|
||
}
|
||
}
|
||
}
|
||
|
||
if ($ticket->status == 4){
|
||
throw new \Exception(lang_plugins('ticket_is_closed'));
|
||
}
|
||
|
||
$data = [
|
||
'status' => 4,
|
||
'update_time' => $time
|
||
];
|
||
|
||
$ticket->save($data);
|
||
|
||
$IdcsmartTicketReplyModel = new IdcsmartTicketReplyModel();
|
||
|
||
active_log(lang_plugins('ticket_log_client_close_ticket', ['{client}'=>'client#'.get_client_id() .'#' .request()->client_name.'#','{ticket_id}'=>'ticket#'.$ticket->id .'#'.$ticket->ticket_num .'#']), 'addon_idcsmart_ticket', $ticket->id);
|
||
|
||
$this->commit();
|
||
}catch (\Exception $e){
|
||
$this->rollback();
|
||
return ['status'=>400,'msg'=>$e->getMessage()];
|
||
}
|
||
|
||
system_notice([
|
||
'name' => 'client_close_ticket',
|
||
'email_description' => lang_plugins('client_close_ticket_send_mail'),
|
||
'sms_description' => lang_plugins('client_close_ticket_send_sms'),
|
||
'task_data' => [
|
||
'client_id'=>$clientId,//客户ID
|
||
'template_param'=>[
|
||
'subject' => $ticket['title'],//工单名称
|
||
'ticket_num' => $ticket->ticket_num,
|
||
'admin_last_reply_time' => date('Y-m-d H:i:s', $IdcsmartTicketReplyModel->getAdminLastReplyTime($ticket->id) ?: $ticket->create_time),
|
||
],
|
||
],
|
||
]);
|
||
|
||
// wyh 20240619 最下游前台用户正常关闭工单，非终止传递，注意和上面区分
|
||
$IdcsmartTicketDeliveryModel = new IdcsmartTicketDeliveryModel();
|
||
$IdcsmartTicketDeliveryModel->deliveryClose([
|
||
'ticket_id' => $param['id'],
|
||
]);
|
||
|
||
return ['status'=>200,'msg'=>lang_plugins('ticket_close_success')];
|
||
}
|
||
|
||
/**
|
||
* 时间 2022-06-21
|
||
* @title 工单终止传递
|
||
* @desc 工单终止传递
|
||
* @author wyh
|
||
* @version v1
|
||
* @param int id - 工单ID required
|
||
*/
|
||
public function terminateTicket($param)
|
||
{
|
||
$this->startTrans();
|
||
|
||
try{
|
||
$time = time();
|
||
$clientId = get_client_id();
|
||
|
||
$id = intval($param['id']);
|
||
|
||
if (!$this->checkAdmin($id)){
|
||
throw new \Exception(lang_plugins('ticket_current_admin_cannot_operate'));
|
||
}
|
||
|
||
$ticket = $this->where('id',$id)->where('client_id',$clientId)->find();
|
||
if (empty($ticket)){
|
||
throw new \Exception(lang_plugins('ticket_is_not_exist'));
|
||
}
|
||
|
||
if (!$this->isAdmin){
|
||
// is_downstream_other
|
||
if (!(isset($param['is_downstream']) && $param['is_downstream'])){
|
||
if (!IdcsmartTicketLogic::checkDownstreamTicket($id)){
|
||
throw new \Exception(lang_plugins('ticket_downstream_cannot_operate'));
|
||
}
|
||
}
|
||
}
|
||
|
||
if ($ticket->status == 4){
|
||
throw new \Exception(lang_plugins('ticket_is_closed'));
|
||
}
|
||
|
||
$data = [
|
||
'status' => 4,
|
||
'update_time' => $time
|
||
];
|
||
|
||
// 下游工单已关闭传递
|
||
if (isset($param['is_downstream']) && $param['is_downstream']){
|
||
$data['downstream_delivery_status'] = 0;
|
||
}
|
||
|
||
$ticket->save($data);
|
||
|
||
$IdcsmartTicketReplyModel = new IdcsmartTicketReplyModel();
|
||
|
||
active_log(lang_plugins('ticket_log_client_close_ticket', ['{client}'=>'client#'.get_client_id() .'#' .request()->client_name.'#','{ticket_id}'=>'ticket#'.$ticket->id .'#'.$ticket->ticket_num .'#']), 'addon_idcsmart_ticket', $ticket->id);
|
||
|
||
$this->commit();
|
||
}catch (\Exception $e){
|
||
$this->rollback();
|
||
return ['status'=>400,'msg'=>$e->getMessage()];
|
||
}
|
||
|
||
system_notice([
|
||
'name' => 'client_close_ticket',
|
||
'email_description' => lang_plugins('client_close_ticket_send_mail'),
|
||
'sms_description' => lang_plugins('client_close_ticket_send_sms'),
|
||
'task_data' => [
|
||
'client_id'=>$clientId,//客户ID
|
||
'template_param'=>[
|
||
'subject' => $ticket['title'],//工单名称
|
||
'ticket_num' => $ticket->ticket_num,
|
||
'admin_last_reply_time' => date('Y-m-d H:i:s', $IdcsmartTicketReplyModel->getAdminLastReplyTime($ticket->id) ?: $ticket->create_time),
|
||
],
|
||
],
|
||
]);
|
||
|
||
// wyh 20240618 最下游终止传递，继续向上游发起关闭
|
||
// $IdcsmartTicketUpstreamModel = new IdcsmartTicketUpstreamModel();
|
||
// $ticketUpstream = $IdcsmartTicketUpstreamModel->where('ticket_id',$param['id'])->find();
|
||
// if (!empty($ticketUpstream)){
|
||
// $UpstreamHostModel = new UpstreamHostModel();
|
||
// $upstreamHost = $UpstreamHostModel->where('host_id',$ticketUpstream['host_id'])->find();
|
||
// if (!empty($upstreamHost)){
|
||
// $result = idcsmart_api_curl($upstreamHost['supplier_id'],"console/v1/ticket/{$ticketUpstream['upstream_ticket_id']}/terminate",[
|
||
// 'is_downstream' => 1,
|
||
// ],30,'PUT','json');
|
||
// if ($result['status']==200){
|
||
// $ticketUpstream->save([
|
||
// 'delivery_status' => 0,
|
||
// 'update_time' => time()
|
||
// ]);
|
||
// }
|
||
// }
|
||
// }
|
||
|
||
return ['status'=>200,'msg'=>lang_plugins('ticket_close_success')];
|
||
}
|
||
|
||
/**
|
||
* 时间 2022-06-22
|
||
* @title 接收工单
|
||
* @desc 接收工单
|
||
* @author wyh
|
||
* @version v1
|
||
* @param int id - 工单ID required
|
||
*/
|
||
public function receiveTicket($param)
|
||
{
|
||
$this->startTrans();
|
||
|
||
try{
|
||
$time = time();
|
||
|
||
$id = intval($param['id']);
|
||
|
||
if (!$this->checkAdmin($id)){
|
||
throw new \Exception(lang_plugins('ticket_current_admin_cannot_operate'));
|
||
}
|
||
|
||
$ticket = $this->where('id',$id)->find();
|
||
if (empty($ticket)){
|
||
throw new \Exception(lang_plugins('ticket_is_not_exist'));
|
||
}
|
||
|
||
// wyh 20240619 新增：对于后台，最上游才可以回复
|
||
if (!IdcsmartTicketLogic::checkUpstreamTicket($id)){
|
||
throw new \Exception(lang_plugins('ticket_upstream_cannot_operate'));
|
||
}
|
||
|
||
if ($ticket->status != 1){
|
||
throw new \Exception(lang_plugins('ticket_is_pending_can_handling'));
|
||
}
|
||
|
||
$ticket->save([
|
||
'status' => 2,
|
||
'update_time' => $time
|
||
]);
|
||
|
||
active_log(lang_plugins('ticket_log_admin_receive_ticket', ['{admin}'=>'admin#'.get_admin_id().'#'.request()->admin_name.'#','{ticket_id}'=>'ticket#'.$ticket->id .'#'.$ticket->ticket_num .'#']), 'addon_idcsmart_ticket', $ticket->id);
|
||
|
||
$this->commit();
|
||
}catch (\Exception $e){
|
||
$this->rollback();
|
||
return ['status'=>400,'msg'=>$e->getMessage()];
|
||
}
|
||
|
||
// 推送工单状态至下游
|
||
$param['status'] = 2;
|
||
$IdcsmartTicketStatusModel = new IdcsmartTicketStatusModel();
|
||
$ticketStatus = $IdcsmartTicketStatusModel->find($param['status']);
|
||
IdcsmartTicketLogic::pushTicketStatus($ticket,$ticketStatus,$param);
|
||
|
||
return ['status'=>200,'msg'=>lang_plugins('ticket_handle_success')];
|
||
}
|
||
|
||
/**
|
||
* 时间 2022-06-22
|
||
* @title 已解决工单
|
||
* @desc 已解决工单
|
||
* @author wyh
|
||
* @version v1
|
||
* @param int id - 工单ID required
|
||
*/
|
||
public function resolvedTicket($param)
|
||
{
|
||
$this->startTrans();
|
||
|
||
try{
|
||
$time = time();
|
||
|
||
$id = intval($param['id']);
|
||
|
||
if (!$this->checkAdmin($id)){
|
||
throw new \Exception(lang_plugins('ticket_current_admin_cannot_operate'));
|
||
}
|
||
|
||
$ticket = $this->where('id',$id)->find();
|
||
if (empty($ticket)){
|
||
throw new \Exception(lang_plugins('ticket_is_not_exist'));
|
||
}
|
||
|
||
// wyh 20240619 新增：对于后台，最上游才可以回复
|
||
if (!IdcsmartTicketLogic::checkUpstreamTicket($id)){
|
||
throw new \Exception(lang_plugins('ticket_upstream_cannot_operate'));
|
||
}
|
||
|
||
if ($ticket->status == 1){
|
||
throw new \Exception(lang_plugins('ticket_is_pending_cannot_resolved'));
|
||
}
|
||
|
||
if ($ticket->status == 4){
|
||
throw new \Exception(lang_plugins('cannot_repeat_opreate'));
|
||
}
|
||
|
||
$ticket->save([
|
||
'status' => 4,
|
||
'update_time' => $time
|
||
]);
|
||
|
||
active_log(lang_plugins('ticket_log_admin_resolved_ticket', ['{admin}'=>'admin#'.get_admin_id().'#'.request()->admin_name.'#','{ticket_id}'=>'ticket#'.$ticket->id .'#'.$ticket->ticket_num .'#']), 'addon_idcsmart_ticket', $ticket->id);
|
||
|
||
$this->commit();
|
||
}catch (\Exception $e){
|
||
$this->rollback();
|
||
return ['status'=>400,'msg'=>$e->getMessage()];
|
||
}
|
||
|
||
// 推送工单状态至下游
|
||
$param['status'] = 4;
|
||
$IdcsmartTicketStatusModel = new IdcsmartTicketStatusModel();
|
||
$ticketStatus = $IdcsmartTicketStatusModel->find($param['status']);
|
||
IdcsmartTicketLogic::pushTicketStatus($ticket,$ticketStatus,$param);
|
||
|
||
return ['status'=>200,'msg'=>lang_plugins('ticket_resolved_success')];
|
||
}
|
||
|
||
/**
|
||
* 时间 2022-07-22
|
||
* @title 工单附件下载
|
||
* @desc 工单附件下载
|
||
* @author wyh
|
||
* @version v1
|
||
* @param string name - 附件名称 required
|
||
*/
|
||
public function download($param)
|
||
{
|
||
if (!isset($param['name']) || empty($param['name'])){
|
||
return json(['status'=>400,'msg'=>lang_plugins('ticket_attachment_name_require')]);
|
||
}
|
||
$filename = $param['name'];
|
||
|
||
$address = IdcsmartTicketLogic::getDefaultConfig('ticket_upload');
|
||
|
||
$file = $address . $filename;
|
||
if (!file_exists($file)){
|
||
return json(['status'=>400,'msg'=>lang_plugins('ticket_attachment_is_not_exist')]);
|
||
}
|
||
|
||
$orginName = explode('^',$filename)[1]?explode('^',$filename)[1]:$filename;
|
||
|
||
return download($file,$orginName);
|
||
}
|
||
|
||
/**
|
||
* 时间 2022-09-21
|
||
* @title 转内部工单
|
||
* @desc 转内部工单
|
||
* @author wyh
|
||
* @version v1
|
||
* @param int ticket_id - 工单ID(转内部工单时需要传此参数)
|
||
* @param string title - 内部工单标题 required
|
||
* @param int ticket_type_id - 内部工单类型ID(调admin/v1/ticket/internal/type获取列表) required
|
||
* @param string priority - 紧急程度:medium一般,high紧急 required
|
||
* @param int client_id - 关联用户
|
||
* @param int admin_role_id - 指定部门 required
|
||
* @param int admin_id - 管理员ID
|
||
* @param array host_ids - 关联产品ID,数组(/admin/v1/host?client_id= 获取所选客户的产品列表,取产品ID)
|
||
* @param string content - 问题描述
|
||
* @param array attachment - 附件,数组(后台调admin/v1/upload(前台调console/v1/upload)上传文件,取返回值save_name)
|
||
*/
|
||
public function convert($param)
|
||
{
|
||
$ticket = $this->find($param['ticket_id']);
|
||
|
||
$ticketAttachments = explode(',',$ticket->attachment??"")[0]?explode(',',$ticket->attachment):[];
|
||
|
||
$param['attachment_old'] = $ticketAttachments;
|
||
|
||
$IdcsmartTicketLogic = new IdcsmartTicketLogic();
|
||
|
||
$param['ticket_upload'] = $IdcsmartTicketLogic->getDefaultConfig('ticket_upload');
|
||
|
||
$result = plugin_api('idcsmart_ticket_internal','TicketInternal','create',$param);
|
||
|
||
return $result;
|
||
}
|
||
|
||
/**
|
||
* 时间 2022-06-21
|
||
* @title 内部工单类型列表
|
||
* @desc 内部工单类型列表
|
||
* @author wyh
|
||
* @version v1
|
||
* @return array list - 工单类型列表
|
||
* @return int list[].id - 工单类型ID
|
||
* @return int list[].name - 工单类型名称
|
||
* @return int list[].role_name - 默认接受部门
|
||
*/
|
||
public function ticketInternalType()
|
||
{
|
||
$result = plugin_api('idcsmart_ticket_internal','TicketInternalType','ticketTypeList',[]);
|
||
|
||
return $result;
|
||
}
|
||
|
||
/**
|
||
* 时间 2022-09-23
|
||
* @title 转交工单
|
||
* @desc 转交工单
|
||
* @author wyh
|
||
* @version v1
|
||
* @param int admin_id - 管理员ID required
|
||
* @param int notes - 备注 required
|
||
* @param int ticket_type_id - 部门ID required
|
||
*/
|
||
public function forward($param)
|
||
{
|
||
$this->startTrans();
|
||
|
||
try{
|
||
$id = $param['id']??'';
|
||
|
||
$ticket = $this->find($id);
|
||
if (empty($ticket)){
|
||
throw new \Exception(lang_plugins('ticket_is_not_exist'));
|
||
}
|
||
$adminId = IdcsmartTicketTypeAdminLinkModel::where('ticket_type_id', $param['ticket_type_id'])->column('admin_id');
|
||
if(!in_array($param['admin_id'], $adminId)){
|
||
throw new \Exception(lang_plugins('ticket_admin_is_not_exist'));
|
||
}
|
||
$ticket->save([
|
||
'admin_id' => $param['admin_id'],
|
||
'notes' => $param['notes']??'',
|
||
'ticket_type_id' => $param['ticket_type_id'],
|
||
'update_time' => time()
|
||
]);
|
||
|
||
$IdcsmartTicketForwardModel = new IdcsmartTicketForwardModel();
|
||
$IdcsmartTicketForwardModel->insert([
|
||
'ticket_id' => $id,
|
||
'admin_id' => get_admin_id(),
|
||
'forward_admin_id' => $param['admin_id'],
|
||
'ticket_type_id' => $param['ticket_type_id'],
|
||
'notes' => $param['notes']??'',
|
||
'create_time' => time()
|
||
]);
|
||
|
||
$IdcsmartTicketTypeModel = IdcsmartTicketTypeModel::find($param['ticket_type_id']);
|
||
|
||
active_log(lang_plugins('ticket_log_admin_ticket_forward', ['{ticket_id}'=>'ticket#'.$ticket->id .'#'.$ticket->ticket_num .'#','{admin}'=>request()->admin_name,'{admin_role}'=>$IdcsmartTicketTypeModel['name']]), 'addon_idcsmart_ticket', $ticket->id);
|
||
|
||
$this->commit();
|
||
}catch (\Exception $e){
|
||
$this->rollback();
|
||
|
||
return ['status'=>400,'msg'=>$e->getMessage()];
|
||
}
|
||
|
||
return ['status'=>200,'msg'=>lang_plugins('success_message')];
|
||
}
|
||
|
||
/**
|
||
* 时间 2022-09-23
|
||
* @title 修改工单状态
|
||
* @desc 修改工单状态
|
||
* @author wyh
|
||
* @version v1
|
||
* @param int id - 工单ID required
|
||
* @param int status - 状态ID required
|
||
* @param int ticket_type_id - 工单类型ID
|
||
* @param array host_ids - 产品ID,数组
|
||
*/
|
||
public function status($param)
|
||
{
|
||
$this->startTrans();
|
||
|
||
try{
|
||
$id = $param['id']??'';
|
||
|
||
$ticket = $this->find($id);
|
||
if (empty($ticket)){
|
||
throw new \Exception(lang_plugins('ticket_is_not_exist'));
|
||
}
|
||
|
||
$IdcsmartTicketStatusModel = new IdcsmartTicketStatusModel();
|
||
$ticketStatus = $IdcsmartTicketStatusModel->where('id',$param['status']??0)->find();
|
||
if (empty($ticketStatus)){
|
||
throw new \Exception(lang_plugins('ticket_status_is_not_exist'));
|
||
}
|
||
|
||
$oldStatus = $ticket['status'];
|
||
|
||
$IdcsmartTicketHostLinkModel = new IdcsmartTicketHostLinkModel();
|
||
|
||
if ($this->isAdmin){
|
||
$hostIdsInDb = $IdcsmartTicketHostLinkModel->where('ticket_id',$id)->column('host_id');
|
||
if (($oldStatus!=$param['status'] || count(array_diff($hostIdsInDb,$param['host_ids']))!=0
|
||
|| count(array_diff($param['host_ids'],$hostIdsInDb))!=0) && !IdcsmartTicketLogic::checkUpstreamTicket($id)){
|
||
throw new \Exception(lang_plugins('ticket_upstream_cannot_operate'));
|
||
}
|
||
// 更改状态接口特殊判断
|
||
$IdcsmartTicketUpstreamModel = new IdcsmartTicketUpstreamModel();
|
||
$ticketUpstream = $IdcsmartTicketUpstreamModel->where('ticket_id',$id)->find();
|
||
if ((count(array_diff($hostIdsInDb,$param['host_ids']))!=0
|
||
|| count(array_diff($param['host_ids'],$hostIdsInDb))!=0) && !empty($ticketUpstream) && $ticketUpstream['delivery_status']==0){
|
||
throw new \Exception(lang_plugins('ticket_upstream_cannot_operate'));
|
||
}
|
||
}
|
||
|
||
$oldType = $ticket['ticket_type_id'];
|
||
|
||
$ticket->save([
|
||
'status' => $param['status'],
|
||
'ticket_type_id' => $param['ticket_type_id']??0,
|
||
'update_time' => time()
|
||
]);
|
||
|
||
$IdcsmartTicketHostLinkModel->where('ticket_id',$id)->delete();
|
||
$hostIds = $param['host_ids']?:[];
|
||
$insert = [];
|
||
foreach ($hostIds as $item){
|
||
$insert[] = [
|
||
'ticket_id' => $ticket->id,
|
||
'host_id' => $item
|
||
];
|
||
}
|
||
$IdcsmartTicketHostLinkModel->insertAll($insert);
|
||
|
||
if ($oldStatus!=$param['status']){
|
||
active_log(lang_plugins('ticket_log_admin_update_ticket_status', ['{admin}'=>'admin#'.request()->admin_id.'#' .request()->admin_name.'#','{ticket}'=>'ticket#'.$ticket['ticket_num'],'{status}'=>$ticketStatus['name']]), 'addon_idcsmart_ticket', $id);
|
||
}
|
||
|
||
if ($oldType!=$param['ticket_type_id']){
|
||
$IdcsmartTicketTypeModel = new IdcsmartTicketTypeModel();
|
||
$ticketType = $IdcsmartTicketTypeModel->where('id',$param['ticket_type_id'])->find();
|
||
active_log(lang_plugins('ticket_log_admin_update_ticket_type', ['{admin}'=>'admin#'.request()->admin_id.'#' .request()->admin_name.'#','{ticket}'=>'ticket#'.$ticket['ticket_num'],'{type}'=>$ticketType['name']]), 'addon_idcsmart_ticket', $id);
|
||
}
|
||
|
||
$this->commit();
|
||
}catch (\Exception $e){
|
||
$this->rollback();
|
||
|
||
return ['status'=>400,'msg'=>$e->getMessage()];
|
||
}
|
||
|
||
// 推送工单状态至下游
|
||
IdcsmartTicketLogic::pushTicketStatus($ticket,$ticketStatus,$param);
|
||
|
||
return ['status'=>200,'msg'=>lang_plugins('success_message')];
|
||
}
|
||
|
||
/**
|
||
* 时间 2022-09-23
|
||
* @title 工单日志
|
||
* @desc 工单日志
|
||
* @author wyh
|
||
* @version v1
|
||
* @param int page - 页数
|
||
* @param int limit - 每页条数
|
||
* @return array list -
|
||
* @return int list[].id - ID
|
||
* @return int list[].create_time - 记录时间
|
||
* @return int list[].description - 描述
|
||
*/
|
||
public function ticketLog($param)
|
||
{
|
||
$ticketId = $param['id']??0;
|
||
$SystemLogModel = new SystemLogModel();
|
||
$list = $SystemLogModel->field('id,description,create_time')
|
||
->where('type','addon_idcsmart_ticket')
|
||
->where('rel_id',$ticketId)
|
||
->limit($param['limit'])
|
||
->page($param['page'])
|
||
->order('id','desc')
|
||
->select()->toArray();
|
||
$count = $SystemLogModel->field('id,description,create_time')
|
||
->where('type','addon_idcsmart_ticket')
|
||
->where('rel_id',$ticketId)
|
||
->count();
|
||
return [
|
||
'status' => 200,
|
||
'msg' =>lang_plugins('success_message'),
|
||
'data' => [
|
||
'list' => $list,
|
||
'count' => $count
|
||
]
|
||
];
|
||
}
|
||
|
||
/**
|
||
* 时间 2022-09-23
|
||
* @title 修改工单内容
|
||
* @desc 修改工单内容
|
||
* @author wyh
|
||
* @version v1
|
||
* @param int id - 工单ID required
|
||
* @param int content - 内容 required
|
||
*/
|
||
public function updateContent($param)
|
||
{
|
||
$this->startTrans();
|
||
|
||
try{
|
||
$id = $param['id']??'';
|
||
|
||
$ticket = $this->find($id);
|
||
if (empty($ticket)){
|
||
throw new \Exception(lang_plugins('ticket_is_not_exist'));
|
||
}
|
||
|
||
$ticket->save([
|
||
'content' => htmlspecialchars($param['content']),
|
||
'update_time' => time()
|
||
]);
|
||
|
||
active_log(lang_plugins('ticket_log_admin_update_ticket_content', ['{admin}'=>'admin#'.request()->admin_id.'#' .request()->admin_name.'#','{content}'=>$param['content']]), 'addon_idcsmart_ticket', $id);
|
||
$this->commit();
|
||
}catch (\Exception $e){
|
||
$this->rollback();
|
||
|
||
return ['status'=>400,'msg'=>$e->getMessage()];
|
||
}
|
||
|
||
return ['status'=>200,'msg'=>lang_plugins('success_message')];
|
||
}
|
||
|
||
//
|
||
public function afterAdminDelete($param){
|
||
IdcsmartTicketTypeAdminLinkModel::where('admin_id', $param['id']??0)->delete();
|
||
}
|
||
|
||
/**
|
||
* 时间 2024-01-22
|
||
* @title 工单通知设置
|
||
* @desc 工单通知设置
|
||
* @author wyh
|
||
* @version v1
|
||
* @return int ticket_notice_open - 是否开启工单通知，1是默认，0否
|
||
* @return string ticket_notice_description - 工单通知描述
|
||
*/
|
||
public function ticketConfig(){
|
||
$config = IdcsmartTicketLogic::getDefaultConfig();
|
||
return [
|
||
'status' => 200,
|
||
'msg' => lang_plugins('success_message'),
|
||
'data' => [
|
||
'ticket_notice_open' => $config['ticket_notice_open']??1,
|
||
'ticket_notice_description' => !empty($config['ticket_notice_description'])?htmlspecialchars_decode($config['ticket_notice_description']):"",
|
||
]
|
||
];
|
||
}
|
||
|
||
/**
|
||
* 时间 2024-06-18
|
||
* @title 手动发起传递
|
||
* @desc 手动发起传递
|
||
* @author wyh
|
||
* @version v1
|
||
* @param int id - 工单ID required
|
||
*/
|
||
public function manualDelivery($param)
|
||
{
|
||
$ticket = $this->find($param['id']??0);
|
||
if (empty($ticket)){
|
||
return ['status'=>400,'msg'=>lang_plugins('ticket_is_not_exist')];
|
||
}
|
||
|
||
$IdcsmartTicketHostLinkModel = new IdcsmartTicketHostLinkModel();
|
||
|
||
$hostId = $IdcsmartTicketHostLinkModel->where('ticket_id',$param['id'])->value('host_id');
|
||
|
||
$IdcsmartTicketDeliveryModel = new IdcsmartTicketDeliveryModel();
|
||
|
||
$IdcsmartTicketDeliveryModel->isAdmin = $this->isAdmin;
|
||
|
||
// 1、传递工单
|
||
$result = $IdcsmartTicketDeliveryModel->delivery([
|
||
'host_id' => $hostId,
|
||
'ticket_id' => $param['id']
|
||
]);
|
||
|
||
if ($result['status']==200){
|
||
$UpstreamHostModel = new UpstreamHostModel();
|
||
$upstreamHost = $UpstreamHostModel->where('host_id',$hostId)->find();
|
||
$ticketUpstream[] = [
|
||
'host_id' => $hostId,
|
||
'upstream_host_id' => $upstreamHost['upstream_host_id']??0,
|
||
'ticket_id' => $ticket->id,
|
||
'upstream_ticket_id' => $result['data']['id'],
|
||
'create_time' => time(),
|
||
'delivery_status' => 1,
|
||
];
|
||
$IdcsmartTicketUpstreamModel = new IdcsmartTicketUpstreamModel();
|
||
if (!empty($ticketUpstream)){
|
||
$IdcsmartTicketUpstreamModel->insertAll($ticketUpstream);
|
||
}
|
||
}
|
||
|
||
// 2、传递工单的客户回复
|
||
$IdcsmartTicketReplyModel = new IdcsmartTicketReplyModel();
|
||
$ticketReplies = $IdcsmartTicketReplyModel->where('ticket_id',$param['id'])
|
||
->where('type','Client')
|
||
->select();
|
||
foreach ($ticketReplies as $ticketReply){
|
||
$result = $IdcsmartTicketDeliveryModel->deliveryReply([
|
||
'ticket_id' => $param['id'],
|
||
'ticket_reply_id' => $ticketReply->id
|
||
]);
|
||
if ($result['status']==200){
|
||
$ticketReply->save([
|
||
'upstream_ticket_reply_id' => $result['data']['ticket_reply_id'],
|
||
'update_time' => time()
|
||
]);
|
||
}
|
||
}
|
||
|
||
// 3、传递工单的管理员回复
|
||
/*$IdcsmartTicketReplyModel = new IdcsmartTicketReplyModel();
|
||
$ticketAdminReplies = $IdcsmartTicketReplyModel->where('ticket_id',$param['id'])
|
||
->where('type','Admin')
|
||
->select();
|
||
foreach ($ticketAdminReplies as $ticketAdminReply){
|
||
|
||
}*/
|
||
|
||
return $result;
|
||
}
|
||
|
||
/**
|
||
* 时间 2024-06-18
|
||
* @title 终止传递
|
||
* @desc 终止传递
|
||
* @author wyh
|
||
* @version v1
|
||
* @param int id - 工单ID required
|
||
*/
|
||
public function terminateDelivery($param)
|
||
{
|
||
$ticket = $this->find($param['id']??0);
|
||
if (empty($ticket)){
|
||
return ['status'=>400,'msg'=>lang_plugins('ticket_is_not_exist')];
|
||
}
|
||
|
||
$IdcsmartTicketUpstreamModel = new IdcsmartTicketUpstreamModel();
|
||
$ticketUpstream = $IdcsmartTicketUpstreamModel->where('ticket_id',$param['id'])->find();
|
||
|
||
if (empty($ticketUpstream)){
|
||
return ['status'=>400,'msg'=>lang_plugins('ticket_has_not_deliveried')];
|
||
}
|
||
|
||
if ($ticketUpstream['delivery_status']==0){
|
||
return ['status'=>400,'msg'=>lang_plugins('ticket_delivery_status_0')];
|
||
}
|
||
|
||
$UpstreamHostModel = new UpstreamHostModel();
|
||
$upstreamHost = $UpstreamHostModel->where('host_id',$ticketUpstream['host_id'])->find();
|
||
if (empty($upstreamHost)){
|
||
return ['status'=>400,'msg'=>lang_plugins('ticket_upstream_host_is_not_exist')];
|
||
}
|
||
|
||
$result = idcsmart_api_curl($upstreamHost['supplier_id'],"console/v1/ticket/{$ticketUpstream['upstream_ticket_id']}/terminate",[
|
||
'is_downstream' => 1,
|
||
],30,'PUT','json');
|
||
|
||
|
||
$SupplierModel = new SupplierModel();
|
||
$supplier = $SupplierModel->find($upstreamHost['supplier_id']);
|
||
if ($result['status']==200){
|
||
active_log(lang_plugins('log_ticket_delivery_terminate_success',['{admin}'=>request()->admin_name,'{host_id}'=>$ticketUpstream['host_id'],'{ticket_id}'=>$param['id'],'{upstream}'=>$supplier['name']]), 'addon_idcsmart_ticket', $param['id']);
|
||
$ticketUpstream->save([
|
||
'delivery_status' => 0,
|
||
'update_time' => time()
|
||
]);
|
||
}else{
|
||
active_log(lang_plugins('log_ticket_delivery_terminate_success',['{admin}'=>request()->admin_name,'{host_id}'=>$ticketUpstream['host_id'],'{ticket_id}'=>$param['id'],'{upstream}'=>$supplier['name'],'{reason}'=>$result['msg']??""]), 'addon_idcsmart_ticket', $param['id']);
|
||
}
|
||
|
||
return $result;
|
||
}
|
||
|
||
/**
|
||
* 时间 2024-06-18
|
||
* @title 启动传递
|
||
* @desc 启动传递
|
||
* @author wyh
|
||
* @version v1
|
||
* @param int id - 工单ID required
|
||
*/
|
||
public function activeDelivery($param)
|
||
{
|
||
$ticket = $this->find($param['id']??0);
|
||
if (empty($ticket)){
|
||
return ['status'=>400,'msg'=>lang_plugins('ticket_is_not_exist')];
|
||
}
|
||
|
||
$IdcsmartTicketUpstreamModel = new IdcsmartTicketUpstreamModel();
|
||
$ticketUpstream = $IdcsmartTicketUpstreamModel->where('ticket_id',$param['id'])->find();
|
||
|
||
if (empty($ticketUpstream)){
|
||
return ['status'=>400,'msg'=>lang_plugins('ticket_has_not_deliveried')];
|
||
}
|
||
|
||
if ($ticketUpstream['delivery_status']==1){
|
||
return ['status'=>400,'msg'=>lang_plugins('ticket_delivery_status_1')];
|
||
}
|
||
|
||
$UpstreamHostModel = new UpstreamHostModel();
|
||
$upstreamHost = $UpstreamHostModel->where('host_id',$ticketUpstream['host_id'])->find();
|
||
if (empty($upstreamHost)){
|
||
return ['status'=>400,'msg'=>lang_plugins('ticket_upstream_host_is_not_exist')];
|
||
}
|
||
|
||
$result = idcsmart_api_curl($upstreamHost['supplier_id'],"console/v1/ticket/{$ticketUpstream['upstream_ticket_id']}/processing",[
|
||
'is_downstream' => 1,
|
||
],30,'PUT','json');
|
||
|
||
|
||
$SupplierModel = new SupplierModel();
|
||
$supplier = $SupplierModel->find($upstreamHost['supplier_id']);
|
||
if ($result['status']==200){
|
||
active_log(lang_plugins('log_ticket_delivery_active_success',['{admin}'=>request()->admin_name,'{host_id}'=>$ticketUpstream['host_id'],'{ticket_id}'=>$param['id'],'{upstream}'=>$supplier['name']]), 'addon_idcsmart_ticket', $param['id']);
|
||
$ticketUpstream->save([
|
||
'delivery_status' => 1,
|
||
'update_time' => time()
|
||
]);
|
||
}else{
|
||
active_log(lang_plugins('log_ticket_delivery_active_fail',['{admin}'=>request()->admin_name,'{host_id}'=>$ticketUpstream['host_id'],'{ticket_id}'=>$param['id'],'{upstream}'=>$supplier['name'],'{reason}'=>$result['msg']??""]), 'addon_idcsmart_ticket', $param['id']);
|
||
}
|
||
|
||
return $result;
|
||
}
|
||
|
||
/**
|
||
* 时间 2024-06-18
|
||
* @title 工单处理中
|
||
* @desc 工单处理中
|
||
* @author wyh
|
||
* @version v1
|
||
* @param int id - 工单ID required
|
||
*/
|
||
public function processing($param)
|
||
{
|
||
$this->startTrans();
|
||
|
||
try{
|
||
$time = time();
|
||
$clientId = get_client_id();
|
||
|
||
$id = intval($param['id']);
|
||
|
||
if (!$this->checkAdmin($id)){
|
||
throw new \Exception(lang_plugins('ticket_current_admin_cannot_operate'));
|
||
}
|
||
|
||
$ticket = $this->where('id',$id)->where('client_id',$clientId)->find();
|
||
if (empty($ticket)){
|
||
throw new \Exception(lang_plugins('ticket_is_not_exist'));
|
||
}
|
||
|
||
if ($ticket->status == 5){
|
||
throw new \Exception(lang_plugins('ticket_is_processing'));
|
||
}
|
||
|
||
$data = [
|
||
'status' => 5,
|
||
'update_time' => $time
|
||
];
|
||
|
||
// 下游工单已开启传递
|
||
if (isset($param['is_downstream']) && $param['is_downstream']){
|
||
$data['downstream_delivery_status'] = 1;
|
||
}
|
||
|
||
$ticket->save($data);
|
||
|
||
active_log(lang_plugins('ticket_log_client_processing_ticket', ['{client}'=>'client#'.get_client_id() .'#' .request()->client_name.'#','{ticket_id}'=>'ticket#'.$ticket->id .'#'.$ticket->ticket_num .'#']), 'addon_idcsmart_ticket', $ticket->id);
|
||
$this->commit();
|
||
}catch (\Exception $e){
|
||
$this->rollback();
|
||
return ['status'=>400,'msg'=>$e->getMessage()];
|
||
}
|
||
|
||
// wyh 20240618 最下游启动传递，继续向上游发起启动
|
||
// if (isset($param['is_downstream']) && $param['is_downstream']){
|
||
// $IdcsmartTicketUpstreamModel = new IdcsmartTicketUpstreamModel();
|
||
// $ticketUpstream = $IdcsmartTicketUpstreamModel->where('ticket_id',$param['id'])->find();
|
||
// if (!empty($ticketUpstream)){
|
||
// $UpstreamHostModel = new UpstreamHostModel();
|
||
// $upstreamHost = $UpstreamHostModel->where('host_id',$ticketUpstream['host_id'])->find();
|
||
// if (!empty($upstreamHost)){
|
||
// $result = idcsmart_api_curl($upstreamHost['supplier_id'],"console/v1/ticket/{$ticketUpstream['upstream_ticket_id']}/processing",[
|
||
// 'is_downstream' => 1,
|
||
// ],30,'PUT','json');
|
||
// if ($result['status']==200){
|
||
// $ticketUpstream->save([
|
||
// 'delivery_status' => 1,
|
||
// 'update_time' => $time
|
||
// ]);
|
||
// }
|
||
// }
|
||
// }
|
||
// }
|
||
|
||
return ['status'=>200,'msg'=>lang_plugins('success_message')];
|
||
}
|
||
|
||
public function updateStatus($param)
|
||
{
|
||
$this->startTrans();
|
||
|
||
try{
|
||
$id = $param['id']??0;
|
||
|
||
$ticket = $this->find($id);
|
||
|
||
$IdcsmartTicketStatusModel = new IdcsmartTicketStatusModel();
|
||
$ticketStatus = $IdcsmartTicketStatusModel->find($param['status']??0);
|
||
$IdcsmartTicketUpstreamModel = new IdcsmartTicketUpstreamModel();
|
||
$ticketUpstream = $IdcsmartTicketUpstreamModel->where('ticket_id',$id)->find();
|
||
$UpstreamHostModel = new UpstreamHostModel();
|
||
$upstreamHost = $UpstreamHostModel->where('host_id',$ticketUpstream['host_id']??0)->find();
|
||
$SupplierModel = new SupplierModel();
|
||
$supplier = $SupplierModel->find($upstreamHost['supplier_id']??0);
|
||
|
||
if (!isset($param['status']) || !in_array($param['status'],[1,2,3,4,5])){
|
||
throw new \Exception(lang_plugins('ticket_push_status_error').'_'.($param['status']??''));
|
||
}
|
||
|
||
if (empty($ticket)){
|
||
throw new \Exception(lang_plugins('ticket_is_not_exist'));
|
||
}
|
||
// 验签
|
||
$param['token'] = $ticket['token'];
|
||
|
||
if (!IdcsmartTicketLogic::validateSign($param)){
|
||
throw new \Exception(lang_plugins('ticket_push_token_error'));
|
||
}
|
||
|
||
$ticket->save([
|
||
'status' => $param['status'],
|
||
'update_time' => time()
|
||
]);
|
||
|
||
active_log(lang_plugins('log_ticket_push_status_to_local_success',['{upstream}'=>$supplier['name']??"",'{ticket}'=>$ticket['ticket_num']??"",'{status}'=>$ticketStatus['name']??""]),'addon_idcsmart_ticket',$id);
|
||
|
||
$this->commit();
|
||
}catch (\Exception $e){
|
||
$this->rollback();
|
||
active_log(lang_plugins('log_ticket_push_status_to_local_fail',['{upstream}'=>$supplier['name']??"",'{ticket}'=>$ticket['ticket_num']??"",'{status}'=>$ticketStatus['name']??"",'{reason}'=>$e->getMessage()]),'addon_idcsmart_ticket',$id);
|
||
return ['status'=>400,'msg'=>$e->getMessage()];
|
||
}
|
||
|
||
// 推送工单状态至下游
|
||
IdcsmartTicketLogic::pushTicketStatus($ticket,$ticketStatus,$param);
|
||
|
||
return ['status'=>200,'msg'=>lang_plugins('success_message')];
|
||
}
|
||
|
||
public function updateReply($param)
|
||
{
|
||
$this->startTrans();
|
||
|
||
try{
|
||
$ticket = $this->find($param['id']);
|
||
if (empty($ticket)){
|
||
throw new \Exception(lang_plugins('ticket_is_not_exist'));
|
||
}
|
||
|
||
$IdcsmartTicketUpstreamModel = new IdcsmartTicketUpstreamModel();
|
||
$ticketUpstream = $IdcsmartTicketUpstreamModel->where('ticket_id',$param['id'])->find();
|
||
$UpstreamHostModel = new UpstreamHostModel();
|
||
$upstreamHost = $UpstreamHostModel->where('host_id',$ticketUpstream['host_id']??0)->find();
|
||
$SupplierModel = new SupplierModel();
|
||
$supplier = $SupplierModel->find($upstreamHost['supplier_id']??0);
|
||
|
||
$IdcsmartTicketReplyModel = new IdcsmartTicketReplyModel();
|
||
$ticketReply = $IdcsmartTicketReplyModel->where('id',$param['ticket_reply_id'])->find();
|
||
if (empty($ticketReply)){
|
||
throw new \Exception(lang_plugins('ticket_reply_is_not_exist'));
|
||
}
|
||
|
||
// 验签
|
||
$param['token'] = $ticket['token'];
|
||
if (!IdcsmartTicketLogic::validateSign($param)){
|
||
throw new \Exception(lang_plugins('ticket_push_token_error'));
|
||
}
|
||
|
||
$ticketReply->save([
|
||
'content'=>$param['content']??'',
|
||
'update_time'=>time()
|
||
]);
|
||
|
||
active_log(lang_plugins('log_ticket_push_reply_to_local_success',
|
||
['{upstream}'=>$supplier['name']??"",'{ticket}'=>$ticket['ticket_num']??"",'{ticket_reply_id}'=>$ticketReply['id']??""]),
|
||
'addon_idcsmart_ticket',$ticket['id']);
|
||
$this->commit();
|
||
}catch (\Exception $e){
|
||
$this->rollback();
|
||
active_log(lang_plugins('log_ticket_push_reply_to_local_fail',
|
||
['{upstream}'=>$supplier['name']??"", '{ticket}'=>$ticket['ticket_num']??"",'{ticket_reply_id}'=>$ticketReply['id']??"",'{reason}'=>$e->getMessage()]),
|
||
'addon_idcsmart_ticket',$ticket['id']);
|
||
return ['status'=>400,'msg'=>$e->getMessage()];
|
||
}
|
||
|
||
IdcsmartTicketLogic::pushTicketReply($ticket,$ticketReply,$param);
|
||
|
||
return ['status'=>200,'msg'=>lang_plugins('success_message')];
|
||
}
|
||
|
||
public function deleteReply($param)
|
||
{
|
||
$this->startTrans();
|
||
|
||
try{
|
||
$ticket = $this->find($param['id']);
|
||
if (empty($ticket)){
|
||
throw new \Exception(lang_plugins('ticket_is_not_exist'));
|
||
}
|
||
|
||
$IdcsmartTicketUpstreamModel = new IdcsmartTicketUpstreamModel();
|
||
$ticketUpstream = $IdcsmartTicketUpstreamModel->where('ticket_id',$param['id'])->find();
|
||
$UpstreamHostModel = new UpstreamHostModel();
|
||
$upstreamHost = $UpstreamHostModel->where('host_id',$ticketUpstream['host_id']??0)->find();
|
||
$SupplierModel = new SupplierModel();
|
||
$supplier = $SupplierModel->find($upstreamHost['supplier_id']??0);
|
||
|
||
$IdcsmartTicketReplyModel = new IdcsmartTicketReplyModel();
|
||
$ticketReply = $IdcsmartTicketReplyModel->where('id',$param['ticket_reply_id'])->find();
|
||
if (empty($ticketReply)){
|
||
throw new \Exception(lang_plugins('ticket_reply_is_not_exist'));
|
||
}
|
||
|
||
// 验签
|
||
$param['token'] = $ticket['token'];
|
||
if (!IdcsmartTicketLogic::validateSign($param)){
|
||
throw new \Exception(lang_plugins('ticket_push_token_error'));
|
||
}
|
||
|
||
$ticketReply->delete();
|
||
|
||
active_log(lang_plugins('log_ticket_push_reply_delete_to_local_success',
|
||
['{upstream}'=>$supplier['name']??"",'{ticket}'=>$ticket['ticket_num']??"",'{ticket_reply_id}'=>$ticketReply['id']??""]),
|
||
'addon_idcsmart_ticket',$ticket['id']);
|
||
$this->commit();
|
||
}catch (\Exception $e){
|
||
$this->rollback();
|
||
active_log(lang_plugins('log_ticket_push_reply_delete_to_local_fail',
|
||
['{upstream}'=>$supplier['name']??"", '{ticket}'=>$ticket['ticket_num']??"",'{ticket_reply_id}'=>$ticketReply['id']??"",'{reason}'=>$e->getMessage()]),
|
||
'addon_idcsmart_ticket',$ticket['id']);
|
||
return ['status'=>400,'msg'=>$e->getMessage()];
|
||
}
|
||
|
||
IdcsmartTicketLogic::pushTicketReplyDelete($ticket,$ticketReply,$param);
|
||
|
||
return ['status'=>200,'msg'=>lang_plugins('success_message')];
|
||
}
|
||
|
||
public function createReply($param)
|
||
{
|
||
$this->startTrans();
|
||
|
||
try{
|
||
$ticket = $this->find($param['id']);
|
||
if (empty($ticket)){
|
||
throw new \Exception(lang_plugins('ticket_is_not_exist'));
|
||
}
|
||
|
||
$IdcsmartTicketUpstreamModel = new IdcsmartTicketUpstreamModel();
|
||
$ticketUpstream = $IdcsmartTicketUpstreamModel->where('ticket_id',$param['id'])->find();
|
||
$UpstreamHostModel = new UpstreamHostModel();
|
||
$upstreamHost = $UpstreamHostModel->where('host_id',$ticketUpstream['host_id']??0)->find();
|
||
$SupplierModel = new SupplierModel();
|
||
$supplier = $SupplierModel->find($upstreamHost['supplier_id']??0);
|
||
|
||
// 验签
|
||
$param['token'] = $ticket['token'];
|
||
if (!IdcsmartTicketLogic::validateSign($param)){
|
||
throw new \Exception(lang_plugins('ticket_push_token_error'));
|
||
}
|
||
|
||
$IdcsmartTicketReplyModel = new IdcsmartTicketReplyModel();
|
||
// 默认超级管理员1
|
||
$data = [
|
||
'ticket_id' => $param['id'],
|
||
'type' => 'Admin',
|
||
'rel_id' => 1,
|
||
'content' => htmlspecialchars($param['content']),
|
||
'attachment' => (isset($param['attachment']) && !empty($param['attachment']))?implode(',',$param['attachment']):'',
|
||
'create_time' => time(),
|
||
'upstream_ticket_reply_id' => $param['upstream_ticket_reply_id']??0,
|
||
];
|
||
|
||
$ticketReply = $IdcsmartTicketReplyModel->create($data);
|
||
// 更改工单回复状态，默认超级管理员1
|
||
$update = [
|
||
'last_reply_time' => time(),
|
||
'status' => 3
|
||
];
|
||
$update['last_reply_admin_id'] = 1;
|
||
$ticket->save($update);
|
||
|
||
active_log(lang_plugins('log_ticket_push_reply_create_to_local_success',
|
||
['{upstream}'=>$supplier['name']??"",'{ticket}'=>$ticket['ticket_num']??"",'{ticket_reply_id}'=>$ticketReply['id']??""]),
|
||
'addon_idcsmart_ticket',$ticket['id']);
|
||
$this->commit();
|
||
}catch (\Exception $e){
|
||
$this->rollback();
|
||
active_log(lang_plugins('log_ticket_push_reply_create_to_local_fail',
|
||
['{upstream}'=>$supplier['name']??"", '{ticket}'=>$ticket['ticket_num']??"",'{ticket_reply_id}'=>$ticketReply['id']??"",'{reason}'=>$e->getMessage()]),
|
||
'addon_idcsmart_ticket',$ticket['id']);
|
||
return ['status'=>400,'msg'=>$e->getMessage()];
|
||
}
|
||
|
||
IdcsmartTicketLogic::pushTicketReplyCreate($ticket,$ticketReply,$param);
|
||
|
||
return ['status'=>200,'msg'=>lang_plugins('success_message'),'data'=>['ticket_reply_id'=>$ticketReply['id']]];
|
||
}
|
||
|
||
// 实现每五分钟执行一次的定时任务
|
||
public function fiveMinuteCron($param)
|
||
{
|
||
$config = IdcsmartTicketLogic::getDefaultConfig();
|
||
|
||
if (isset($config['ticket_close_switch']) && $config['ticket_close_switch']){
|
||
// 已回复状态
|
||
$status = 3;
|
||
// 关闭时间
|
||
$ticketCloseHour = ($config['ticket_close_hour']??0) * 60 * 60;
|
||
$tickets = $this->field('id')
|
||
->where('status',$status)
|
||
->where('last_reply_time','<=',time()-$ticketCloseHour)
|
||
->select()
|
||
->toArray();
|
||
foreach ($tickets as $ticket){
|
||
// 如果是多级传递的， 定时任务也要判断当前工单是否可以操作关闭工单！
|
||
$this->resolvedTicket([
|
||
'id' => $ticket['id']
|
||
]);
|
||
}
|
||
|
||
}
|
||
|
||
return true;
|
||
}
|
||
|
||
}
|