Kamixitong/app/models/ticket.py

from datetime import datetime
from app import db
from sqlalchemy.orm import relationship

class TicketReply(db.Model):
    """工单回复模型"""
    __tablename__ = 'ticket_reply'

    reply_id = db.Column(db.Integer, primary_key=True)
    ticket_id = db.Column(db.Integer, db.ForeignKey('ticket.ticket_id'), nullable=False)
    content = db.Column(db.Text, nullable=False)  # 回复内容（支持HTML）
    creator = db.Column(db.String(32), nullable=True)  # 回复人（管理员账号或系统）
    create_time = db.Column(db.DateTime, default=datetime.utcnow)

    def to_dict(self):
        """转换为字典"""
        return {
            'reply_id': self.reply_id,
            'ticket_id': self.ticket_id,
            'content': self.content,
            'creator': self.creator,
            'create_time': self.create_time.strftime('%Y-%m-%d %H:%M:%S') if self.create_time else None
        }

class Ticket(db.Model):
    """工单模型"""
    __tablename__ = 'ticket'

    ticket_id = db.Column(db.Integer, primary_key=True)
    ticket_number = db.Column(db.String(32), unique=True, nullable=False)  # 工单编号
    title = db.Column(db.String(128), nullable=False)
    product_id = db.Column(db.String(32), db.ForeignKey('product.product_id'), nullable=False)
    software_version = db.Column(db.String(16), nullable=True)
    machine_code = db.Column(db.String(64), nullable=True)
    license_key = db.Column(db.String(32), nullable=True)
    description = db.Column(db.Text, nullable=False)
    priority = db.Column(db.Integer, nullable=False, default=1)  # 0=低, 1=中, 2=高
    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
    operator = db.Column(db.String(32), nullable=True)  # 处理人（管理员账号）
    remark = db.Column(db.Text, nullable=True)  # 处理备注
    contact_person = db.Column(db.String(64), nullable=True)  # 联系人姓名
    phone = db.Column(db.String(20), nullable=True)  # 联系电话
    create_time = db.Column(db.DateTime, default=datetime.utcnow)
    update_time = db.Column(db.DateTime, default=datetime.utcnow, onupdate=datetime.utcnow)
    resolve_time = db.Column(db.DateTime, nullable=True)  # 解决时间
    close_time = db.Column(db.DateTime, nullable=True)  # 关闭时间

    # 关系
    replies = relationship('TicketReply', backref='ticket', lazy='dynamic', cascade='all, delete-orphan')

    def __init__(self, **kwargs):
        super(Ticket, self).__init__(**kwargs)
        # 如果没有提供工单编号，则自动生成
        if not self.ticket_number:
            self.ticket_number = self.generate_ticket_number()

    def generate_ticket_number(self):
        """生成工单编号 TKT+日期+4位序号"""
        from datetime import datetime
        import random
        date_str = datetime.now().strftime('%Y%m%d')
        random_str = str(random.randint(1000, 9999))
        return f"TKT{date_str}{random_str}"

    def get_priority_name(self):
        """获取优先级名称"""
        priority_map = {
            0: '低',
            1: '中',
            2: '高'
        }
        return priority_map.get(self.priority, '未知')

    def get_status_name(self):
        """获取状态名称"""
        status_map = {
            0: '待处理',
            1: '处理中',
            2: '已解决',
            3: '已关闭'
        }
        return status_map.get(self.status, '未知')

    def is_pending(self):
        """是否待处理"""
        return self.status == 0

    def is_processing(self):
        """是否处理中"""
        return self.status == 1

    def is_resolved(self):
        """是否已解决"""
        return self.status == 2

    def is_closed(self):
        """是否已关闭"""
        return self.status == 3

    def assign_to(self, operator):
        """分配给处理人"""
        self.operator = operator
        if self.status == 0:
            self.status = 1  # 待处理 -> 处理中
        db.session.commit()

    def resolve(self, remark=None):
        """解决工单"""
        self.status = 2
        self.resolve_time = datetime.utcnow()
        if remark:
            self.remark = remark
        db.session.commit()

    def close(self, remark=None):
        """关闭工单"""
        self.status = 3
        self.close_time = datetime.utcnow()
        if remark:
            self.remark = remark
        db.session.commit()

    def reopen(self):
        """重新打开工单"""
        self.status = 1  # 处理中
        self.resolve_time = None
        self.close_time = None
        db.session.commit()

    def update_status(self, status, remark=None):
        """更新工单状态"""
        old_status = self.status
        self.status = status

        # 更新时间戳
        if status == 2 and old_status != 2:
            self.resolve_time = datetime.utcnow()
        elif status == 3 and old_status != 3:
            self.close_time = datetime.utcnow()

        if remark:
            self.remark = remark

        db.session.commit()

    def get_processing_days(self):
        """获取处理天数"""
        if self.resolve_time:
            return (self.resolve_time - self.create_time).days
        return (datetime.utcnow() - self.create_time).days

    def to_dict(self):
        """转换为字典"""
        return {
            'ticket_id': self.ticket_id,
            'ticket_number': self.ticket_number,
            'title': self.title,
            'product_id': self.product_id,
            'product_name': self.product.product_name if self.product else None,
            'software_version': self.software_version,
            'machine_code': self.machine_code,
            'license_key': self.license_key,
            'description': self.description,
            'priority': self.priority,
            'priority_name': self.get_priority_name(),
            'status': self.status,
            'status_name': self.get_status_name(),
            'operator': self.operator,
            'remark': self.remark,
            'contact_person': self.contact_person,
            'phone': self.phone,
            'processing_days': self.get_processing_days(),
            'create_time': self.create_time.strftime('%Y-%m-%d %H:%M:%S') if self.create_time else None,
            'update_time': self.update_time.strftime('%Y-%m-%d %H:%M:%S') if self.update_time else None,
            'resolve_time': self.resolve_time.strftime('%Y-%m-%d %H:%M:%S') if self.resolve_time else None,
            'close_time': self.close_time.strftime('%Y-%m-%d %H:%M:%S') if self.close_time else None,
            'replies': [reply.to_dict() for reply in self.replies.order_by(TicketReply.create_time.asc()).all()]
        }

    def __repr__(self):
        return f'<Ticket {self.ticket_id}: {self.title}>'