fix: 工单管理查不到+待办清不掉 四个叠加缺陷根治(2026-09-10用户报障)
报障现象: owner端工单管理查不到任何工单, 但有个工单待办; 待办弹窗无处理按钮致待办数不变。 根因链(全部有DB/代码证据): 1. 弹窗缺客户动作按钮: 双身份用户(admin既是TK0004客户又是staff), staff视角在 staff_replied态一个按钮都没有, 而此刻待办要求的动作是客户确认——待办永远清不掉。 修: staff视角下当前用户=工单客户且状态在已回复态时追加客户动作按钮。 2. 管理页默认队列=待认领, 当时无待认领单+前端首次查询点击渲染时序中间态→看似查不到。 修: 默认队列改全部工单。 3. T12转派校验不全: 只查目标用户属于0机构不查owner角色, 测试时把TK0003转给无角色的hyz1 产生孤儿工单(角色池无人可认领+hyz1打开管理页被权限分支挡)。 修: 目标用户必须持owner角色否则TK_E004拒绝; 候选端点只列持owner角色的用户; 孤儿工单TK0003数据修复退回角色池。 4. staff_tickets的all分支权限过窄: 无owner角色的账号直接返回空, 受理人看不到自己手上的工单。 修: 无owner角色账号至少能看到受理人是自己的工单。
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@ -454,7 +454,12 @@ async def ticket_transfer(ticket_id, user_id, to_role='', to_user='', reason='')
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# 目标用户的角色（取 owner 类第一个作为工单角色，保持 I2/I3 语义）
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troles = await get_user_roles(sor, to_user)
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owner_roles = [r for r in troles if r.startswith('owner.')]
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new_role = owner_roles[0] if owner_roles else cur_role
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# 2026-09-10 修复：目标用户必须持有 owner 角色。原逻辑无角色时静默回退
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# cur_role，产生孤儿工单：角色池无人可认领（目标不持该角色），
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# 目标自己打开管理页也被权限分支挡住——待办在却查无此单。
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if not owner_roles:
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return False, ('TK_E004', '目标用户未持有 owner 组织类型角色，无法受理工单，请改派角色或先为其分配角色')
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new_role = owner_roles[0]
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ok = await _cas_status(sor, ticket_id, S_HUMAN_PROCESSING, {
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'status': S_HUMAN_PROCESSING, 'assignee_role': new_role,
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'assignee_id': to_user})
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@ -496,8 +501,10 @@ async def transfer_candidates():
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"ORDER BY name", {})
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await sor.sqlExe("COMMIT", {})
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urecs = await sor.sqlExe(
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"SELECT id, username, nick_name FROM users WHERE orgid='0' AND user_status='0' "
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"ORDER BY username", {})
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"SELECT DISTINCT u.id, u.username, u.nick_name FROM users u "
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"JOIN userrole ur ON ur.userid=u.id JOIN role r ON r.id=ur.roleid "
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"WHERE u.orgid='0' AND u.user_status='0' AND r.orgtypeid='owner' "
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"AND r.name NOT IN ('*','customer') ORDER BY u.username", {})
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await sor.sqlExe("COMMIT", {})
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roles = [{'value': 'owner.' + str(getattr(r, 'name', '')),
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'text': 'owner.' + str(getattr(r, 'name', ''))} for r in (rrecs or [])]
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@ -554,9 +561,15 @@ async def list_staff_tickets(user_id, roles=None, queue='all', limit=100):
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"AND assignee_id=${u}$")
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params["u"] = str(user_id or '')
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else:
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if not _is_admin(roles) and not any(r.startswith('owner.') for r in roles):
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return []
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cond = "status NOT IN ('closed','cancelled') OR closed_at >= DATE_SUB(NOW(), INTERVAL 30 DAY)"
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# all: admin/owner 角色看全量；其他账号至少能看到自己受理的工单
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# （2026-09-10 修复：受理人若无 owner 角色，原逻辑直接返回[]，
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# 受理人看不到自己手上的工单——待办点进来却查无此单）
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if _is_admin(roles) or any(r.startswith('owner.') for r in roles):
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cond = ("status NOT IN ('closed','cancelled') "
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"OR closed_at >= DATE_SUB(NOW(), INTERVAL 30 DAY)")
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else:
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cond = "assignee_id=${u}$"
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params["u"] = str(user_id or '')
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recs = await sor.sqlExe(
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"SELECT t.id, t.ticket_no, t.title, t.category, t.priority, t.status, "
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"t.assignee_role, t.assignee_id, t.customer_org_id, t.created_at, "
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@ -197,6 +197,29 @@ else:
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+ "}]}]}}]};"
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"bricks.widgetBuild(desc,bricks.app);")}]})
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# 双身份用户（既是工单客户又是staff，如平台管理员自建工单）：
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# staff 视角在 agent_replied/staff_replied 态无任何按钮，但此刻待办要求的动作是
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# 「客户确认/追问」——缺按钮导致待办永远清不掉（2026-09-10 用户报障）。
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# 补：staff 视角下若当前用户就是该工单客户，追加客户动作按钮。
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if view == 'staff' and str(t.get('customer_user_id', '')) == str(user_id) \
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and status in ('agent_replied', 'staff_replied'):
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buttons.append({
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"widgettype": "Button",
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"options": {"label": "✔ 确认解决并关闭（客户动作）", "css": "primary"},
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"binds": [{"wid": "self", "event": "click", "actiontype": "script", "target": "self",
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"script": _post_js(confirm_url, {"ticket_id": ticket_id})}]})
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input_widgets.append({
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"widgettype": "UiText", "id": "tk_followup_input",
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"options": {"name": "tk_followup_input", "placeholder": "问题没解决？在此输入追问内容…",
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"width": "100%", "height": "70px"}})
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buttons.append({
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"widgettype": "Button",
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"options": {"label": "追问（客户动作）", "css": "small"},
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"binds": [{"wid": "self", "event": "click", "actiontype": "script", "target": "self",
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"script": (_read_input_js('tk_followup_input')
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+ "if(!cv){new bricks.Message({title:'请填写追问内容',message:'追问内容不能为空'}).open();return;}"
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+ _post_js(followup_url, {"ticket_id": ticket_id, "content": "cv_placeholder"}))}]})
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# 追问/回复输入框 content 占位符替换为 JS 变量 cv
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for b in buttons:
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for bind in (b.get('binds') or []):
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@ -8,7 +8,7 @@
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"options": {
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"css": "card", "padding": "8px", "submit_label": "查询",
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"fields": [
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{"name": "queue", "label": "队列", "uitype": "code", "value": "pending", "cwidth": 10,
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{"name": "queue", "label": "队列", "uitype": "code", "value": "all", "cwidth": 10,
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"data": [
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{"value": "pending", "text": "待认领(我的角色池)"},
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{"value": "mine", "text": "我受理的"},
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@ -30,7 +30,7 @@
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"width": "100%", "css": "card",
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"data_url": "{{entire_url('/ticket/api/staff_tickets.dspy')}}",
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"data_method": "GET", "page_rows": 20,
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"data_params": {"queue": "pending"},
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"data_params": {"queue": "all"},
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"toolbar": {
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"tools": [
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{"name": "view_detail", "label": "查看详情/处理", "selected_row": true}
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