fix: current_role是MariaDB保留字致CREATE INDEX/WHERE全1064——改名assignee_role/assignee_id
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@ -17,8 +17,8 @@
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{"name": "status", "title": "工单状态", "type": "str", "length": 32, "nullable": "no", "default": "new"},
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{"name": "customer_org_id", "title": "客户机构ID", "type": "str", "length": 32, "nullable": "no"},
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{"name": "customer_user_id", "title": "客户用户ID", "type": "str", "length": 32, "nullable": "no"},
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{"name": "current_role", "title": "当前受理角色", "type": "str", "length": 64},
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{"name": "current_assignee", "title": "当前受理人", "type": "str", "length": 32},
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{"name": "assignee_role", "title": "当前受理角色", "type": "str", "length": 64},
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{"name": "assignee_id", "title": "当前受理人", "type": "str", "length": 32},
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{"name": "processing_owner", "title": "agent处理锁标记", "type": "str", "length": 64},
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{"name": "followup_count", "title": "客户追问次数", "type": "int", "default": "0"},
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{"name": "agent_fail_rounds", "title": "agent连续失败轮数", "type": "int", "default": "0"},
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@ -31,8 +31,8 @@
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{"name": "uk_tk_no", "idxtype": "unique", "idxfields": ["ticket_no"]},
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{"name": "idx_tk_cust", "idxtype": "index", "idxfields": ["customer_org_id", "status"]},
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{"name": "idx_tk_status", "idxtype": "index", "idxfields": ["status"]},
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{"name": "idx_tk_role_status", "idxtype": "index", "idxfields": ["current_role", "status"]},
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{"name": "idx_tk_assignee", "idxtype": "index", "idxfields": ["current_assignee", "status"]}
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{"name": "idx_tk_role_status", "idxtype": "index", "idxfields": ["assignee_role", "status"]},
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{"name": "idx_tk_assignee", "idxtype": "index", "idxfields": ["assignee_id", "status"]}
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],
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"codes": [
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{"field": "category", "table": "appcodes_kv", "valuefield": "k", "textfield": "v", "cond": "parentid='tk_category'"},
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@ -9,7 +9,7 @@
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⚠ staff 动作端点（claim/staff_reply/transfer/transfer_candidates/staff_tickets）
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只能授 logined 而不能授固定角色——D4 决策：转派目标是 owner 组织类型下的
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**任意动态角色**（role 表运行时可增删），RBAC 路径权限无法枚举动态角色，
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业务权限由服务端 _check_staff_access 校验（操作者须持有工单 current_role，
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业务权限由服务端 _check_staff_access 校验（操作者须持有工单 assignee_role，
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admin/superuser 豁免）。客户侧数据由 I5 服务端自过滤（customer_user_id/org_id）。
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- owner.maintainer / owner.admin / owner.superuser：管理页壳 /ticket/manage/**。
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菜单「工单管理」入口也按角色 Jinja 分支渲染，客户直接访问 URL 403。
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@ -42,7 +42,7 @@ PATHS_LOGINED = [
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f"/{MOD}/api/ticket_followup.dspy",
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f"/{MOD}/api/ticket_confirm.dspy",
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f"/{MOD}/api/ticket_cancel.dspy",
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# staff 侧 API（服务端 _check_staff_access 按工单 current_role 动态校验）
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# staff 侧 API（服务端 _check_staff_access 按工单 assignee_role 动态校验）
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f"/{MOD}/api/staff_tickets.dspy",
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f"/{MOD}/api/ticket_claim.dspy",
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f"/{MOD}/api/ticket_staff_reply.dspy",
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@ -226,8 +226,8 @@ async def process_one_ticket(ticket_id):
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# 基础设施故障（T4）：fail_rounds+1 回退 new；超限转人工
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if fail_rounds + 1 >= fail_max:
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moved = await core._cas_status(sor, ticket_id, core.S_AGENT_PROCESSING, {
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'status': core.S_HUMAN_PENDING, 'current_role': default_role,
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'current_assignee': None, 'processing_owner': None,
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'status': core.S_HUMAN_PENDING, 'assignee_role': default_role,
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'assignee_id': None, 'processing_owner': None,
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'agent_fail_rounds': fail_rounds + 1})
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if moved:
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await core._add_message(
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@ -263,8 +263,8 @@ async def process_one_ticket(ticket_id):
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# T3：答不了 → 转人工
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moved = await core._cas_status(sor, ticket_id, core.S_AGENT_PROCESSING, {
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'status': core.S_HUMAN_PENDING, 'current_role': default_role,
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'current_assignee': None, 'processing_owner': None, 'agent_fail_rounds': 0})
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'status': core.S_HUMAN_PENDING, 'assignee_role': default_role,
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'assignee_id': None, 'processing_owner': None, 'agent_fail_rounds': 0})
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if moved:
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await core._add_message(
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sor, ticket_id, 'agent', core.AGENT_USER, '',
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@ -2,10 +2,10 @@
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"""ticket/core.py — 工单状态机与全部迁移动作。
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不变量（设计文档 §4.3）：
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- I1 处理方唯一：status+current_role+current_assignee 联合表达；迁移全部乐观锁
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- I1 处理方唯一：status+assignee_role+assignee_id 联合表达；迁移全部乐观锁
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（UPDATE ... WHERE status=前置态 + SELECT 验证，照 pipeline_service claim 范式）
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- I2 human_pending ⟺ current_role 非空 AND current_assignee NULL
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- I3 human_processing/staff_replied ⟹ current_assignee 非空
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- I2 human_pending ⟺ assignee_role 非空 AND assignee_id NULL
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- I3 human_processing/staff_replied ⟹ assignee_id 非空
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- I4 受理方每次变更必写 tk_transfers（同事务）
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- I5 客户只见自己工单 + visibility='customer' 消息
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- I6 终态（closed/cancelled）不接受任何迁移
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@ -215,8 +215,8 @@ async def create_ticket(user_id, org_id, title, description, category='other',
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'status': S_NEW,
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'customer_org_id': str(org_id or ''),
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'customer_user_id': str(user_id),
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'current_role': None,
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'current_assignee': None,
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'assignee_role': None,
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'assignee_id': None,
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'processing_owner': None,
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'followup_count': 0,
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'agent_fail_rounds': 0,
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@ -281,8 +281,8 @@ async def ticket_followup(ticket_id, user_id, org_id, content):
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if cur > followup_max:
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default_role = await _get_param(sor, 'ticket_default_role', 'owner.maintainer')
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ok = await _cas_status(sor, ticket_id, S_AGENT_REPLIED, {
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'status': S_HUMAN_PENDING, 'current_role': default_role,
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'current_assignee': None, 'followup_count': cur})
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'status': S_HUMAN_PENDING, 'assignee_role': default_role,
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'assignee_id': None, 'followup_count': cur})
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if ok:
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await _add_message(sor, ticket_id, 'agent', AGENT_USER, '',
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'客户追问超过 %d 次，自动转人工处理。' % followup_max,
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@ -317,7 +317,7 @@ async def ticket_confirm(ticket_id, user_id, org_id):
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return False, ('TK_E002', '工单当前状态为 %s，不能确认关闭（需已有回复）' % status)
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ok = await _cas_status(sor, ticket_id, status, {
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'status': S_CLOSED, 'closed_at': _now(), 'close_reason': 'resolved',
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'current_role': None, 'current_assignee': None})
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'assignee_role': None, 'assignee_id': None})
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if not ok:
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return False, ('TK_E002', '工单状态刚发生变化，请刷新后重试')
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await _add_message(sor, ticket_id, 'customer', user_id, '',
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@ -341,7 +341,7 @@ async def ticket_cancel(ticket_id, user_id, org_id):
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return False, ('TK_E002', '智能助手正在处理中，请稍后再取消')
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ok = await _cas_status(sor, ticket_id, status, {
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'status': S_CANCELLED, 'closed_at': _now(), 'close_reason': 'cancelled',
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'current_role': None, 'current_assignee': None})
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'assignee_role': None, 'assignee_id': None})
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if not ok:
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return False, ('TK_E002', '工单状态刚发生变化，请刷新后重试')
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await _add_message(sor, ticket_id, 'customer', user_id, '', '客户取消工单。')
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@ -351,10 +351,10 @@ async def ticket_cancel(ticket_id, user_id, org_id):
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# ══════════════════ 运维动作 ══════════════════
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async def _check_staff_access(sor, t, user_id, roles):
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"""运维侧访问：admin/superuser 豁免；否则须持有工单 current_role。"""
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"""运维侧访问：admin/superuser 豁免；否则须持有工单 assignee_role。"""
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if _is_admin(roles):
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return True
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cur_role = str(getattr(t, 'current_role', '') or '')
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cur_role = str(getattr(t, 'assignee_role', '') or '')
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return bool(cur_role) and cur_role in roles
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@ -368,9 +368,9 @@ async def ticket_claim(ticket_id, user_id):
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return False, E_NOT_FOUND
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if not await _check_staff_access(sor, t, user_id, roles):
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return False, ('TK_E001', '您不是该工单的受理角色，无法认领')
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cur_role = str(getattr(t, 'current_role', '') or '')
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cur_role = str(getattr(t, 'assignee_role', '') or '')
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ok = await _cas_status(sor, ticket_id, S_HUMAN_PENDING, {
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'status': S_HUMAN_PROCESSING, 'current_assignee': user_id})
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'status': S_HUMAN_PROCESSING, 'assignee_id': user_id})
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if not ok:
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return False, ('TK_E005', '该工单刚被他人认领，请刷新队列')
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await _add_transfer(sor, ticket_id, 'claim', from_role=cur_role,
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@ -391,7 +391,7 @@ async def ticket_staff_reply(ticket_id, user_id, content, internal=False):
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t = await _load_ticket(sor, ticket_id)
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if not t:
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return False, E_NOT_FOUND
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cur_assignee = str(getattr(t, 'current_assignee', '') or '')
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cur_assignee = str(getattr(t, 'assignee_id', '') or '')
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if not (_is_admin(roles) or cur_assignee == str(user_id)):
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return False, ('TK_E001', '只有当前受理人可以回复该工单')
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status = str(getattr(t, 'status', ''))
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@ -440,8 +440,8 @@ async def ticket_transfer(ticket_id, user_id, to_role='', to_user='', reason='')
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status = str(getattr(t, 'status', ''))
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if status != S_HUMAN_PROCESSING:
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return False, ('TK_E002', '工单当前状态为 %s，不能转派（需认领后 human_processing）' % status)
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cur_role = str(getattr(t, 'current_role', '') or '')
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cur_assignee = str(getattr(t, 'current_assignee', '') or '')
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cur_role = str(getattr(t, 'assignee_role', '') or '')
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cur_assignee = str(getattr(t, 'assignee_id', '') or '')
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if to_user:
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# T12 转具体人：校验目标 ∈ '0' 机构用户
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@ -456,8 +456,8 @@ async def ticket_transfer(ticket_id, user_id, to_role='', to_user='', reason='')
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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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ok = await _cas_status(sor, ticket_id, S_HUMAN_PROCESSING, {
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'status': S_HUMAN_PROCESSING, 'current_role': new_role,
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'current_assignee': to_user})
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'status': S_HUMAN_PROCESSING, 'assignee_role': new_role,
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'assignee_id': to_user})
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if not ok:
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return False, ('TK_E002', '工单状态刚发生变化，请刷新后重试')
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await _add_transfer(sor, ticket_id, 'transfer_user',
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@ -476,8 +476,8 @@ async def ticket_transfer(ticket_id, user_id, to_role='', to_user='', reason='')
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return False, ('TK_E003', '目标角色不在 owner 组织类型角色列表中，请重新选择')
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full_role = to_role if '.' in to_role else 'owner.' + to_role
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ok = await _cas_status(sor, ticket_id, S_HUMAN_PROCESSING, {
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'status': S_HUMAN_PENDING, 'current_role': full_role,
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'current_assignee': None})
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'status': S_HUMAN_PENDING, 'assignee_role': full_role,
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'assignee_id': None})
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if not ok:
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return False, ('TK_E002', '工单状态刚发生变化，请刷新后重试')
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await _add_transfer(sor, ticket_id, 'transfer_role',
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@ -527,7 +527,7 @@ async def list_customer_tickets(user_id, org_id, roles=None, status='', limit=10
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params["st"] = status
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wsql = (' WHERE ' + ' AND '.join(where)) if where else ''
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recs = await sor.sqlExe(
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"SELECT id, ticket_no, title, category, priority, status, current_role, "
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"SELECT id, ticket_no, title, category, priority, status, assignee_role, "
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"followup_count, closed_at, close_reason, created_at, updated_at "
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"FROM tk_tickets" + wsql + " ORDER BY created_at DESC LIMIT ${lim}$", params)
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await sor.sqlExe("COMMIT", {})
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@ -548,10 +548,10 @@ async def list_staff_tickets(user_id, roles=None, queue='all', limit=100):
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ph = ','.join("'role%d'" % i for i in range(len(roles)))
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for i, r in enumerate(roles):
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params['role%d' % i] = r
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cond = ("status='human_pending' AND current_role IN (%s)" % ph)
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cond = ("status='human_pending' AND assignee_role IN (%s)" % ph)
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elif queue == 'mine':
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cond = ("status IN ('human_processing','staff_replied') "
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"AND current_assignee=${u}$")
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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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@ -559,11 +559,11 @@ async def list_staff_tickets(user_id, roles=None, queue='all', limit=100):
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cond = "status NOT IN ('closed','cancelled') OR closed_at >= DATE_SUB(NOW(), INTERVAL 30 DAY)"
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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.current_role, t.current_assignee, t.customer_org_id, t.created_at, "
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"t.assignee_role, t.assignee_id, t.customer_org_id, t.created_at, "
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"t.updated_at, o.orgname AS customer_org_name, u.username AS assignee_name "
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"FROM tk_tickets t "
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"LEFT JOIN organization o ON t.customer_org_id=o.id "
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"LEFT JOIN users u ON t.current_assignee=u.id "
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"LEFT JOIN users u ON t.assignee_id=u.id "
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"WHERE " + cond + " ORDER BY t.updated_at DESC LIMIT ${lim}$", params)
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await sor.sqlExe("COMMIT", {})
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return [_rec_to_dict(r) for r in (recs or [])]
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@ -3,8 +3,8 @@
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待办由工单状态派生（不建通知表，I7 同一事项只发一次）：
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- 客户：status ∈ {agent_replied, staff_replied} 且工单是我的 → 「工单回复」待确认
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- 运维角色池：status=human_pending 且 current_role ∈ 我的角色 → 「工单认领」
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- 受理人：status=human_processing 且 current_assignee=我 → 「工单处理」
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- 运维角色池：status=human_pending 且 assignee_role ∈ 我的角色 → 「工单认领」
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- 受理人：status=human_processing 且 assignee_id=我 → 「工单处理」
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provider 签名：fn(user_id, roles, limit) -> [todo dict]
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todo dict 字段与 list_my_human_todos 现有两来源对齐 + source='ticket' + detail_url。
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@ -37,15 +37,15 @@ async def list_ticket_todos(user_id, roles=None, limit=100):
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# ① 客户视角：我的工单已有回复待确认
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conds.append("(customer_user_id=${u}$ AND status IN ('agent_replied','staff_replied'))")
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# ② 受理人视角：我认领的工单待处理
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conds.append("(current_assignee=${u}$ AND status='human_processing')")
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conds.append("(assignee_id=${u}$ AND status='human_processing')")
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# ③ 角色池视角：待认领且受理角色∈我的角色
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if roles:
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ph = ','.join("'r%d'" % i for i in range(len(roles)))
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for i, r in enumerate(roles):
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params['r%d' % i] = r
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conds.append("(status='human_pending' AND current_role IN (%s))" % ph)
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sql = ("SELECT id, ticket_no, title, status, current_role, customer_user_id, "
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"current_assignee, updated_at, created_at FROM tk_tickets "
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conds.append("(status='human_pending' AND assignee_role IN (%s))" % ph)
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sql = ("SELECT id, ticket_no, title, status, assignee_role, customer_user_id, "
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"assignee_id, updated_at, created_at FROM tk_tickets "
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"WHERE (" + ' OR '.join(conds) + ") "
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"ORDER BY updated_at DESC LIMIT ${lim}$")
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recs = await sor.sqlExe(sql, params)
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@ -60,13 +60,13 @@ async def list_ticket_todos(user_id, roles=None, limit=100):
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badge = '工单回复'
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summary = '%s ｜ 请确认是否解决' % STATUS_LABEL.get(status, status)
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ttype = 'ticket_customer_confirm'
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elif str(d.get('current_assignee', '')) == uid and status == 'human_processing':
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elif str(d.get('assignee_id', '')) == uid and status == 'human_processing':
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badge = '工单处理'
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summary = '您受理的工单待处理'
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ttype = 'ticket_staff_process'
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elif status == 'human_pending':
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badge = '工单认领'
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summary = '受理角色：%s ｜ 待认领' % str(d.get('current_role', ''))
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summary = '受理角色：%s ｜ 待认领' % str(d.get('assignee_role', ''))
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ttype = 'ticket_staff_claim'
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else:
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continue
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@ -44,8 +44,8 @@ md_parts.append('**状态**：' + STATUS_LABEL.get(status, status)
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+ ' ｜ **优先级**：' + str(t.get('priority', '')))
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if view == 'staff':
|
||||
md_parts.append('**客户机构**：' + str(t.get('customer_org_id', ''))
|
||||
+ ' ｜ **受理角色**：' + (str(t.get('current_role', '')) or '-')
|
||||
+ ' ｜ **受理人**：' + (str(t.get('current_assignee', '')) or '-'))
|
||||
+ ' ｜ **受理角色**：' + (str(t.get('assignee_role', '')) or '-')
|
||||
+ ' ｜ **受理人**：' + (str(t.get('assignee_id', '')) or '-'))
|
||||
md_parts.append('')
|
||||
md_parts.append('---')
|
||||
md_parts.append('### 往来记录')
|
||||
|
||||
@ -38,7 +38,7 @@
|
||||
},
|
||||
"row_options": {
|
||||
"browserfields": {
|
||||
"exclouded": ["id", "customer_org_id", "current_assignee"],
|
||||
"exclouded": ["id", "customer_org_id", "assignee_id"],
|
||||
"alters": {
|
||||
"category": {"uitype": "code", "data": [
|
||||
{"value": "consult", "text": "使用咨询"}, {"value": "fault", "text": "故障报修"},
|
||||
@ -60,7 +60,7 @@
|
||||
{"name": "priority", "title": "优先级", "type": "str", "length": 16, "cwidth": 6},
|
||||
{"name": "status", "title": "状态", "type": "str", "length": 32, "cwidth": 10},
|
||||
{"name": "customer_org_name", "title": "客户机构", "type": "str", "length": 100, "cwidth": 14},
|
||||
{"name": "current_role", "title": "受理角色", "type": "str", "length": 64, "cwidth": 12},
|
||||
{"name": "assignee_role", "title": "受理角色", "type": "str", "length": 64, "cwidth": 12},
|
||||
{"name": "assignee_name", "title": "受理人", "type": "str", "length": 32, "cwidth": 8},
|
||||
{"name": "updated_at", "title": "最后更新", "type": "timestamp", "cwidth": 14}
|
||||
]
|
||||
|
||||
Loading…
x
Reference in New Issue
Block a user