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181
app/models/ticket.py
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181
app/models/ticket.py
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from datetime import datetime
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from app import db
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from sqlalchemy.orm import relationship
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class TicketReply(db.Model):
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"""工单回复模型"""
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__tablename__ = 'ticket_reply'
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reply_id = db.Column(db.Integer, primary_key=True)
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ticket_id = db.Column(db.Integer, db.ForeignKey('ticket.ticket_id'), nullable=False)
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content = db.Column(db.Text, nullable=False) # 回复内容（支持HTML）
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creator = db.Column(db.String(32), nullable=True) # 回复人（管理员账号或系统）
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create_time = db.Column(db.DateTime, default=datetime.utcnow)
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def to_dict(self):
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"""转换为字典"""
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return {
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'reply_id': self.reply_id,
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'ticket_id': self.ticket_id,
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'content': self.content,
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'creator': self.creator,
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'create_time': self.create_time.strftime('%Y-%m-%d %H:%M:%S') if self.create_time else None
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}
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class Ticket(db.Model):
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"""工单模型"""
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__tablename__ = 'ticket'
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ticket_id = db.Column(db.Integer, primary_key=True)
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ticket_number = db.Column(db.String(32), unique=True, nullable=False) # 工单编号
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title = db.Column(db.String(128), nullable=False)
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product_id = db.Column(db.String(32), db.ForeignKey('product.product_id'), nullable=False)
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software_version = db.Column(db.String(16), nullable=True)
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machine_code = db.Column(db.String(64), nullable=True)
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license_key = db.Column(db.String(32), nullable=True)
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description = db.Column(db.Text, nullable=False)
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priority = db.Column(db.Integer, nullable=False, default=1) # 0=低, 1=中, 2=高
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status = db.Column(db.Integer, nullable=False, default=0) # 0=待处理, 1=处理中, 2=已解决, 3=已关闭
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operator = db.Column(db.String(32), nullable=True) # 处理人（管理员账号）
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remark = db.Column(db.Text, nullable=True) # 处理备注
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contact_person = db.Column(db.String(64), nullable=True) # 联系人姓名
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phone = db.Column(db.String(20), nullable=True) # 联系电话
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create_time = db.Column(db.DateTime, default=datetime.utcnow)
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update_time = db.Column(db.DateTime, default=datetime.utcnow, onupdate=datetime.utcnow)
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resolve_time = db.Column(db.DateTime, nullable=True) # 解决时间
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close_time = db.Column(db.DateTime, nullable=True) # 关闭时间
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# 关系
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replies = relationship('TicketReply', backref='ticket', lazy='dynamic', cascade='all, delete-orphan')
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def __init__(self, **kwargs):
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super(Ticket, self).__init__(**kwargs)
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# 如果没有提供工单编号，则自动生成
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if not self.ticket_number:
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self.ticket_number = self.generate_ticket_number()
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def generate_ticket_number(self):
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"""生成工单编号 TKT+日期+4位序号"""
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from datetime import datetime
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import random
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date_str = datetime.now().strftime('%Y%m%d')
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random_str = str(random.randint(1000, 9999))
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return f"TKT{date_str}{random_str}"
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def get_priority_name(self):
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"""获取优先级名称"""
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priority_map = {
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0: '低',
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1: '中',
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2: '高'
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}
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return priority_map.get(self.priority, '未知')
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def get_status_name(self):
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"""获取状态名称"""
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status_map = {
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0: '待处理',
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1: '处理中',
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2: '已解决',
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3: '已关闭'
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}
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return status_map.get(self.status, '未知')
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def is_pending(self):
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"""是否待处理"""
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return self.status == 0
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def is_processing(self):
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"""是否处理中"""
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return self.status == 1
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def is_resolved(self):
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"""是否已解决"""
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return self.status == 2
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def is_closed(self):
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"""是否已关闭"""
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return self.status == 3
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def assign_to(self, operator):
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"""分配给处理人"""
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self.operator = operator
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if self.status == 0:
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self.status = 1 # 待处理 -> 处理中
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db.session.commit()
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def resolve(self, remark=None):
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"""解决工单"""
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self.status = 2
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self.resolve_time = datetime.utcnow()
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if remark:
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self.remark = remark
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db.session.commit()
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def close(self, remark=None):
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"""关闭工单"""
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self.status = 3
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self.close_time = datetime.utcnow()
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if remark:
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self.remark = remark
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db.session.commit()
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def reopen(self):
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"""重新打开工单"""
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self.status = 1 # 处理中
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self.resolve_time = None
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self.close_time = None
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db.session.commit()
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def update_status(self, status, remark=None):
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"""更新工单状态"""
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old_status = self.status
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self.status = status
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# 更新时间戳
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if status == 2 and old_status != 2:
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self.resolve_time = datetime.utcnow()
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elif status == 3 and old_status != 3:
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self.close_time = datetime.utcnow()
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if remark:
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self.remark = remark
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db.session.commit()
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def get_processing_days(self):
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"""获取处理天数"""
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if self.resolve_time:
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return (self.resolve_time - self.create_time).days
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return (datetime.utcnow() - self.create_time).days
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def to_dict(self):
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"""转换为字典"""
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return {
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'ticket_id': self.ticket_id,
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'ticket_number': self.ticket_number,
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'title': self.title,
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'product_id': self.product_id,
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'product_name': self.product.product_name if self.product else None,
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'software_version': self.software_version,
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'machine_code': self.machine_code,
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'license_key': self.license_key,
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'description': self.description,
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'priority': self.priority,
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'priority_name': self.get_priority_name(),
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'status': self.status,
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'status_name': self.get_status_name(),
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'operator': self.operator,
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'remark': self.remark,
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'contact_person': self.contact_person,
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'phone': self.phone,
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'processing_days': self.get_processing_days(),
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'create_time': self.create_time.strftime('%Y-%m-%d %H:%M:%S') if self.create_time else None,
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'update_time': self.update_time.strftime('%Y-%m-%d %H:%M:%S') if self.update_time else None,
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'resolve_time': self.resolve_time.strftime('%Y-%m-%d %H:%M:%S') if self.resolve_time else None,
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'close_time': self.close_time.strftime('%Y-%m-%d %H:%M:%S') if self.close_time else None,
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'replies': [reply.to_dict() for reply in self.replies.order_by(TicketReply.create_time.asc()).all()]
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}
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def __repr__(self):
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return f'<Ticket {self.ticket_id}: {self.title}>'
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