新增: AI工单处理工作台 v1.0
- Go Gin 后端 (19个源文件): 认证、工单CRUD、GLM AI分析、状态流转、备注、操作日志 - Arco Design Vue 前端: 登录、工单列表/详情/创建、AI分析触发与确认 - MySQL 5表: ticket_user/ticket_info/ticket_ai_analysis/ticket_operation_log/ticket_note - 部署: tk.1216.top HTTPS, Nginx反代
This commit is contained in:
161
backend/internal/service/analysis_service.go
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161
backend/internal/service/analysis_service.go
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package service
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import (
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"bytes"
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"encoding/json"
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"fmt"
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"io"
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"net/http"
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"strings"
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"time"
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"github.com/casehub/ticket-workbench/internal/model"
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"gorm.io/gorm"
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)
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type GLMRequest struct {
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Model string `json:"model"`
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Messages []Message `json:"messages"`
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}
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type Message struct {
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Role string `json:"role"`
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Content string `json:"content"`
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}
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type GLMResponse struct {
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Choices []Choice `json:"choices"`
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}
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type Choice struct {
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Message Message `json:"message"`
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}
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type AnalysisResult struct {
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Category string `json:"category"`
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Priority json.Number `json:"priority"`
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Summary string `json:"summary"`
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SuggestRole string `json:"suggest_role"`
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}
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func AnalyzeTicket(db *gorm.DB, ticketid int, apikey, baseURL, glmModel, title, content, contactname, contactphone string) (*model.TicketAiAnalysis, error) {
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prompt := fmt.Sprintf(`你是一个客服工单分析助手。请分析以下工单内容，返回JSON格式的分析结果：
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{
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"category": "分类(refund/login/invoice/logistics/account/inquiry/other)",
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"priority": "优先级(0=P0紧急,1=P1高,2=P2中,3=P3低)",
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"summary": "一句话摘要",
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"suggest_role": "建议处理团队(refund_team/tech_support/finance_team/logistics_team/customer_service)"
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}
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工单标题: %s
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工单内容: %s
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联系人: %s
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联系电话: %s
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请只返回JSON，不要其他内容。`, title, content, contactname, contactphone)
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reqBody := GLMRequest{
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Model: glmModel,
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Messages: []Message{
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{Role: "system", Content: "你是一个专业的客服工单分析助手，擅长对工单进行分类、优先级判断和智能分派。"},
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{Role: "user", Content: prompt},
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},
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}
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jsonData, _ := json.Marshal(reqBody)
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httpReq, err := http.NewRequest("POST", baseURL+"/chat/completions", bytes.NewBuffer(jsonData))
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if err != nil {
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return nil, err
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}
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httpReq.Header.Set("Content-Type", "application/json")
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httpReq.Header.Set("Authorization", "Bearer "+apikey)
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client := &http.Client{Timeout: 30 * time.Second}
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resp, err := client.Do(httpReq)
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if err != nil {
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return nil, err
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}
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defer resp.Body.Close()
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body, _ := io.ReadAll(resp.Body)
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var glmResp GLMResponse
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if err := json.Unmarshal(body, &glmResp); err != nil {
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return nil, err
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}
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if len(glmResp.Choices) == 0 {
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return nil, fmt.Errorf("AI返回为空")
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}
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// Clean markdown code block wrapping from AI response
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aiContent := strings.TrimSpace(glmResp.Choices[0].Message.Content)
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aiContent = strings.TrimPrefix(aiContent, "```json")
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aiContent = strings.TrimPrefix(aiContent, "```")
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aiContent = strings.TrimSuffix(aiContent, "```")
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aiContent = strings.TrimSpace(aiContent)
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var result AnalysisResult
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if err := json.Unmarshal([]byte(aiContent), &result); err != nil {
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return nil, fmt.Errorf("解析AI响应失败: %v, 原始内容: %s", err, aiContent)
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}
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priority := int16(2) // default P2
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if n, err := result.Priority.Int64(); err == nil {
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priority = int16(n)
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}
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analysis := &model.TicketAiAnalysis{
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Ticketid: ticketid,
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Category: result.Category,
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Priority: priority,
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Summary: result.Summary,
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Suggestrole: result.SuggestRole,
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Rawresponse: glmResp.Choices[0].Message.Content,
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Confirmed: 0,
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Createtime: time.Now(),
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}
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if err := db.Create(analysis).Error; err != nil {
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return nil, err
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}
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AddOperationLog(db, ticketid, 0, "analyze", "AI分析: "+result.Summary)
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return analysis, nil
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}
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func GetAnalysisByTicketID(db *gorm.DB, ticketid int) ([]model.TicketAiAnalysis, error) {
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var analyses []model.TicketAiAnalysis
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err := db.Where("ticketid = ?", ticketid).Order("createtime DESC").Find(&analyses).Error
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return analyses, err
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}
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func ConfirmAnalysis(db *gorm.DB, analysisid int, category string, priority int16, summary string, confirmedby int) error {
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updates := map[string]interface{}{
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"confirmed": 1,
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"confirmedby": confirmedby,
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"confirmedat": time.Now(),
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}
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if category != "" {
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updates["category"] = category
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}
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if priority >= 0 {
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updates["priority"] = priority
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}
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if summary != "" {
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updates["summary"] = summary
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}
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if err := db.Model(&model.TicketAiAnalysis{}).Where("analysisid = ?", analysisid).Updates(updates).Error; err != nil {
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return err
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}
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var analysis model.TicketAiAnalysis
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db.Where("analysisid = ?", analysisid).First(&analysis)
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AddOperationLog(db, analysis.Ticketid, confirmedby, "confirm_analysis", "确认AI分析结果")
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return nil
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}
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46
backend/internal/service/auth_service.go
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46
backend/internal/service/auth_service.go
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package service
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import (
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"crypto/md5"
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"encoding/hex"
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"fmt"
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"github.com/casehub/ticket-workbench/internal/model"
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"github.com/google/uuid"
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"gorm.io/gorm"
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)
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var sessions = make(map[string]*model.TicketUser)
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func MD5Hash(text string) string {
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hash := md5.Sum([]byte(text))
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return hex.EncodeToString(hash[:])
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}
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func Login(db *gorm.DB, account, password string) (*model.TicketUser, string, error) {
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var user model.TicketUser
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err := db.Where("account = ? AND status = 1", account).First(&user).Error
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if err != nil {
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if err == gorm.ErrRecordNotFound {
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return nil, "", fmt.Errorf("账号或密码错误")
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}
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return nil, "", err
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}
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if user.Password != MD5Hash(password) {
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return nil, "", fmt.Errorf("账号或密码错误")
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}
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sessionID := uuid.New().String()
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sessions[sessionID] = &user
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return &user, sessionID, nil
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}
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func Logout(sessionID string) {
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delete(sessions, sessionID)
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}
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func GetUserBySession(sessionID string) *model.TicketUser {
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return sessions[sessionID]
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}
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31
backend/internal/service/note_service.go
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31
backend/internal/service/note_service.go
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package service
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import (
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"time"
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"github.com/casehub/ticket-workbench/internal/model"
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"gorm.io/gorm"
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)
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func ListNotes(db *gorm.DB, ticketid int) ([]model.TicketNote, error) {
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var notes []model.TicketNote
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err := db.Where("ticketid = ?", ticketid).Order("createtime ASC").Find(¬es).Error
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return notes, err
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}
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func AddNote(db *gorm.DB, ticketid, authorid int, content string) (*model.TicketNote, error) {
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note := &model.TicketNote{
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Ticketid: ticketid,
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Authorid: authorid,
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Content: content,
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Createtime: time.Now(),
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}
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if err := db.Create(note).Error; err != nil {
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return nil, err
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}
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AddOperationLog(db, ticketid, authorid, "note", "添加备注: "+content)
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return note, nil
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}
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149
backend/internal/service/ticket_service.go
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149
backend/internal/service/ticket_service.go
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@@ -0,0 +1,149 @@
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package service
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import (
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"fmt"
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"time"
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"github.com/casehub/ticket-workbench/internal/model"
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"github.com/google/uuid"
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"gorm.io/gorm"
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)
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type TicketListResult struct {
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Total int64 `json:"total"`
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Rows []model.TicketInfo `json:"rows"`
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}
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func ListTickets(db *gorm.DB, status int16, category string, priority int16, keyword string, page, pageSize int) (*TicketListResult, error) {
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var total int64
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var tickets []model.TicketInfo
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query := db.Model(&model.TicketInfo{})
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if status >= 0 {
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query = query.Where("status = ?", status)
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}
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if category != "" {
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query = query.Where("category = ?", category)
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}
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if priority >= 0 {
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query = query.Where("priority = ?", priority)
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}
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if keyword != "" {
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query = query.Where("title LIKE ? OR content LIKE ?", "%"+keyword+"%", "%"+keyword+"%")
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}
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if err := query.Count(&total).Error; err != nil {
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return nil, err
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}
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offset := (page - 1) * pageSize
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if err := query.Offset(offset).Limit(pageSize).Order("createtime DESC").Find(&tickets).Error; err != nil {
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return nil, err
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}
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return &TicketListResult{Total: total, Rows: tickets}, nil
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}
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func GetTicketByID(db *gorm.DB, ticketid int) (*model.TicketInfo, error) {
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var ticket model.TicketInfo
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err := db.Where("ticketid = ?", ticketid).First(&ticket).Error
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if err != nil {
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return nil, err
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}
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return &ticket, nil
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}
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func CreateTicket(db *gorm.DB, title, content, contactname, contactphone, source, category string, priority int16, submitterid int) (*model.TicketInfo, error) {
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ticketno := fmt.Sprintf("TKT%s", uuid.New().String()[:8])
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now := time.Now()
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ticket := &model.TicketInfo{
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Ticketno: ticketno,
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Title: title,
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Content: content,
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Contactname: contactname,
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Contactphone: contactphone,
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Source: source,
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Category: category,
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Priority: priority,
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Submitterid: submitterid,
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Status: 0,
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Createtime: now,
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Updatetime: now,
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}
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if err := db.Create(ticket).Error; err != nil {
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return nil, err
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}
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AddOperationLog(db, ticket.Ticketid, submitterid, "create", "创建工单")
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return ticket, nil
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}
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func UpdateTicket(db *gorm.DB, ticketid int, title, content, contactname, contactphone, category string, priority int16, handlerid *int, operatorid int) error {
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updates := map[string]interface{}{
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"updatetime": time.Now(),
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}
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if title != "" {
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updates["title"] = title
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}
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if content != "" {
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updates["content"] = content
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}
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if contactname != "" {
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updates["contactname"] = contactname
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}
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if contactphone != "" {
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updates["contactphone"] = contactphone
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}
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if category != "" {
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updates["category"] = category
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}
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if priority >= 0 {
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updates["priority"] = priority
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}
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if handlerid != nil {
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updates["handlerid"] = handlerid
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}
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if err := db.Model(&model.TicketInfo{}).Where("ticketid = ?", ticketid).Updates(updates).Error; err != nil {
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return err
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}
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AddOperationLog(db, ticketid, operatorid, "update", "更新工单信息")
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return nil
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}
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func UpdateTicketStatus(db *gorm.DB, ticketid int, status int16, operatorid int) error {
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if err := db.Model(&model.TicketInfo{}).Where("ticketid = ?", ticketid).Updates(map[string]interface{}{
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"status": status,
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"updatetime": time.Now(),
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}).Error; err != nil {
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return err
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}
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statusText := map[int16]string{0: "待处理", 1: "分析中", 2: "已确认", 3: "处理中", 4: "已关闭"}
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AddOperationLog(db, ticketid, operatorid, "status", "状态变更为: "+statusText[status])
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return nil
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}
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func AddOperationLog(db *gorm.DB, ticketid, operatorid int, action, detail string) error {
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log := &model.TicketOperationLog{
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Ticketid: ticketid,
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Operatorid: operatorid,
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Action: action,
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Detail: detail,
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Createtime: time.Now(),
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}
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return db.Create(log).Error
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}
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func GetOperationLogs(db *gorm.DB, ticketid int) ([]model.TicketOperationLog, error) {
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var logs []model.TicketOperationLog
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err := db.Where("ticketid = ?", ticketid).Order("createtime ASC").Find(&logs).Error
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return logs, err
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}
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