ticket-workbench/backend/internal/service/ticket_service.go

package service

import (
	"fmt"
	"strings"
	"time"

	"github.com/casehub/ticket-workbench/internal/model"
	"gorm.io/gorm"
)

type TicketListResult struct {
	Total int64              `json:"total"`
	Rows  []model.TicketInfo `json:"rows"`
}

func ListTickets(db *gorm.DB, status *int16, category string, priority *int16, keyword string, page, pageSize int) (*TicketListResult, error) {
	var total int64
	var tickets []model.TicketInfo

	query := db.Model(&model.TicketInfo{})

	if status != nil {
		query = query.Where("status = ?", *status)
	}
	if category != "" {
		query = query.Where("category = ?", category)
	}
	if priority != nil {
		query = query.Where("priority = ?", *priority)
	}
	if keyword != "" {
		escaped := strings.ReplaceAll(keyword, "%", "\\%")
		escaped = strings.ReplaceAll(escaped, "_", "\\_")
		query = query.Where("title LIKE ? OR content LIKE ?", "%"+escaped+"%", "%"+escaped+"%")
	}

	if err := query.Count(&total).Error; err != nil {
		return nil, err
	}

	offset := (page - 1) * pageSize
	if err := query.Offset(offset).Limit(pageSize).Order("createtime DESC").Find(&tickets).Error; err != nil {
		return nil, err
	}

	return &TicketListResult{Total: total, Rows: tickets}, nil
}

func GetTicketByID(db *gorm.DB, ticketid int) (*model.TicketInfo, error) {
	var ticket model.TicketInfo
	err := db.Where("ticketid = ?", ticketid).First(&ticket).Error
	if err != nil {
		return nil, err
	}
	return &ticket, nil
}

func CreateTicket(db *gorm.DB, title, content, contactname, contactphone, source, category string, priority int16, submitterid int) (*model.TicketInfo, error) {
	now := time.Now()
	dateStr := now.Format("060102")
	var count int64
	db.Model(&model.TicketInfo{}).Where("DATE(createtime) = CURDATE()").Count(&count)
	ticketno := fmt.Sprintf("TK-%s-%03d", dateStr, count+1)

	ticket := &model.TicketInfo{
		Ticketno:     ticketno,
		Title:        title,
		Content:      content,
		Contactname:  contactname,
		Contactphone: contactphone,
		Source:       source,
		Category:     category,
		Priority:     priority,
		Submitterid:  submitterid,
		Status:       0,
		Createtime:   now,
		Updatetime:   now,
	}

	if err := db.Create(ticket).Error; err != nil {
		return nil, err
	}

	AddOperationLog(db, ticket.Ticketid, submitterid, "create", "创建工单")

	return ticket, nil
}

func UpdateTicket(db *gorm.DB, ticketid int, title, content, contactname, contactphone, category string, priority *int16, handlerid *int, operatorid int) error {
	updates := map[string]interface{}{
		"updatetime": time.Now(),
	}
	if title != "" {
		updates["title"] = title
	}
	if content != "" {
		updates["content"] = content
	}
	if contactname != "" {
		updates["contactname"] = contactname
	}
	if contactphone != "" {
		updates["contactphone"] = contactphone
	}
	if category != "" {
		updates["category"] = category
	}
	if priority != nil {
		updates["priority"] = *priority
	}
	if handlerid != nil {
		updates["handlerid"] = handlerid
	}

	if err := db.Model(&model.TicketInfo{}).Where("ticketid = ?", ticketid).Updates(updates).Error; err != nil {
		return err
	}

	AddOperationLog(db, ticketid, operatorid, "update", "更新工单信息")

	return nil
}

func UpdateTicketStatus(db *gorm.DB, ticketid int, status int16, operatorid int) error {
	if err := db.Model(&model.TicketInfo{}).Where("ticketid = ?", ticketid).Updates(map[string]interface{}{
		"status":     status,
		"updatetime": time.Now(),
	}).Error; err != nil {
		return err
	}

	statusText := map[int16]string{0: "待处理", 1: "分析中", 2: "已确认", 3: "处理中", 4: "已关闭"}
	AddOperationLog(db, ticketid, operatorid, "status", "状态变更为: "+statusText[status])

	return nil
}

func AddOperationLog(db *gorm.DB, ticketid, operatorid int, action, detail string) error {
	log := &model.TicketOperationLog{
		Ticketid:   ticketid,
		Operatorid: operatorid,
		Action:     action,
		Detail:     detail,
		Createtime: time.Now(),
	}
	return db.Create(log).Error
}

func GetOperationLogs(db *gorm.DB, ticketid int) ([]model.TicketOperationLog, error) {
	var logs []model.TicketOperationLog
	err := db.Where("ticketid = ?", ticketid).Order("createtime ASC").Find(&logs).Error
	return logs, err
}