# ticket_detail_popup.dspy - 工单详情弹窗：正文与操作同屏（复核类弹窗规范） # 页面入口与平台待办共用。入参: id= # 视角自适应：客户→确认解决/追问/取消；运维池→认领；受理人→回复客户/转派 # 附件：消息流内联展示（每行 打开/下载，区分上传方）+ 末尾「全部附件」汇总区； # 追问/回复支持多附件上传（FormData multipart，落 FileStorage） import json as _json from urllib.parse import quote as _quote user_id = await get_user() if not user_id: return {"widgettype": "Message", "options": {"title": "未登录", "message": "请先登录后查看待办"}} ticket_id = ((params_kw or {}).get('id') or '').strip() PW_ID = 'ticket_todo_detail_pw' if ((params_kw or {}).get('from_todo') or '') == '1' else 'ticket_detail_pw' if not ticket_id: return {"widgettype": "Message", "options": {"title": "打开失败", "message": "缺少工单 id"}} org_id = await get_userorgid() ok, t = await ticket_detail(ticket_id, user_id, org_id) if not ok: code, msg = t return {"widgettype": "Message", "options": {"title": "打开失败", "message": msg}} STATUS_LABEL = { 'new': '已提交', 'agent_processing': '智能助手处理中', 'agent_replied': '智能助手已回复', 'human_pending': '待人工认领', 'human_processing': '人工处理中', 'staff_replied': '人工已回复', 'closed': '已关闭', 'cancelled': '已取消', } STATUS_COLOR = { 'new': '#64748b', 'agent_processing': '#2563eb', 'agent_replied': '#10b981', 'human_pending': '#f0a040', 'human_processing': '#f0a040', 'staff_replied': '#10b981', 'closed': '#94a3b8', 'cancelled': '#94a3b8', } SENDER_LABEL = {'customer': '客户', 'agent': '智能助手', 'staff': '人工客服'} # 上传方标识色：客户蓝 / 智能助手紫 / 人工客服橙——一眼区分附件是谁传的 SENDER_COLOR = {'customer': '#2563eb', 'agent': '#8b5cf6', 'staff': '#ea580c'} status = str(t.get('status', '')) view = str(t.get('view', 'customer')) def _fmt_size(n): try: n = int(n or 0) except Exception: return '' if n >= 1048576: return '%.1fMB' % (n / 1048576.0) if n >= 1024: return '%.0fKB' % (n / 1024.0) return '%dB' % n def _parse_atts(raw): if not raw: return [] if isinstance(raw, list): return [a for a in raw if isinstance(a, dict)] try: v = _json.loads(raw) return [a for a in v if isinstance(a, dict)] if isinstance(v, list) else [] except Exception: return [] def _att_urls(msg_id, att_id): base = entire_url('/ticket/api/ticket_attachment.dspy') open_url = base + '?msg_id=' + _quote(str(msg_id)) + '&att_id=' + _quote(str(att_id)) return open_url, open_url + '&download=1' def _att_row(sender_type, who_name, fname, size, open_url, dl_url, when=''): """单条附件行：上传方徽标 + 📎文件名(大小) + 打开/下载按钮。""" color = SENDER_COLOR.get(sender_type, '#64748b') label = SENDER_LABEL.get(sender_type, sender_type) if who_name: label = label + '·' + str(who_name) row = [{ "widgettype": "Text", "options": {"text": label, "cfontsize": 0.72, "color": "#ffffff", "bgcolor": color, "padding": "1px 8px", "borderRadius": "8px", "whiteSpace": "nowrap"}}] if when: row.append({"widgettype": "Text", "options": {"text": str(when)[:16], "cfontsize": 0.72, "color": "#94a3b8", "whiteSpace": "nowrap"}}) row.append({ "widgettype": "Text", "options": {"text": "📎 " + str(fname) + ('（' + _fmt_size(size) + '）' if size else ''), "cfontsize": 0.85, "color": "#334155", "flex": "1 1 auto", "overflow": "hidden", "textOverflow": "ellipsis", "whiteSpace": "nowrap"}}) row.append({ "widgettype": "Button", "options": {"label": "打开", "css": "small"}, "binds": [{"wid": "self", "event": "click", "actiontype": "script", "target": "self", "script": "window.open(" + _json.dumps(open_url) + ",'_blank');"}]}) row.append({ "widgettype": "Button", "options": {"label": "下载", "css": "small"}, "binds": [{"wid": "self", "event": "click", "actiontype": "script", "target": "self", "script": "window.open(" + _json.dumps(dl_url) + ",'_blank');"}]}) return {"widgettype": "HBox", "options": {"width": "100%", "gap": "8px", "padding": "4px 8px", "alignItems": "center", "bgcolor": "#f8fafc", "border": "1px solid #e2e8f0", "borderRadius": "6px"}, "subwidgets": row} def _msg_widgets(m): """一条消息 → [正文MdWidget] + [附件行...]。""" st = str(m.get('sender_type', '')) who = SENDER_LABEL.get(st, st) nick = str(m.get('sender_nick', '') or m.get('sender_name', '') or '') if nick: who = who + '·' + nick vis = str(m.get('visibility', '')) tag = '（内部备注）' if vis == 'internal' else '' parts = ['', '**' + who + tag + '** · ' + str(m.get('created_at', ''))[:19], '', str(m.get('content', ''))] ws = [{"widgettype": "MdWidget", "options": {"mdtext": '\n'.join(parts), "width": "100%"}}] for a in _parse_atts(m.get('attachments')): ou, du = _att_urls(m.get('id', ''), a.get('id', '')) ws.append(_att_row(st, nick, a.get('name', ''), a.get('size', 0), ou, du)) return ws # ── 正文区 widgets：工单信息 + 往来消息流（含内联附件）+ 全部附件汇总 + 流转记录 ── head_md = ['## 工单 ' + str(t.get('ticket_no', '')), '', '**标题**：' + str(t.get('title', '')), '**状态**：' + STATUS_LABEL.get(status, status) + ' ｜ **分类**：' + str(t.get('category', '')) + ' ｜ **优先级**：' + str(t.get('priority', ''))] if view == 'staff': head_md.append('**客户机构**：' + str(t.get('customer_org_id', '')) + ' ｜ **受理角色**：' + (str(t.get('assignee_role', '')) or '-') + ' ｜ **受理人**：' + (str(t.get('assignee_id', '')) or '-')) head_md += ['', '---', '### 往来记录'] body_widgets = [{"widgettype": "MdWidget", "options": {"mdtext": '\n'.join(head_md), "width": "100%"}}] messages = t.get('messages') or [] for m in messages: body_widgets.extend(_msg_widgets(m)) # 全部附件汇总区：跨消息聚合，区分上传方，可直接打开/下载 _all_atts = [] for m in messages: for a in _parse_atts(m.get('attachments')): _all_atts.append((m, a)) if _all_atts: body_widgets.append({"widgettype": "MdWidget", "options": {"mdtext": '\n'.join(['', '---', '### 全部附件（%d 个）' % len(_all_atts)]), "width": "100%"}}) for m, a in _all_atts: nick = str(m.get('sender_nick', '') or m.get('sender_name', '') or '') ou, du = _att_urls(m.get('id', ''), a.get('id', '')) body_widgets.append(_att_row(str(m.get('sender_type', '')), nick, a.get('name', ''), a.get('size', 0), ou, du, when=m.get('created_at', ''))) if view == 'staff' and (t.get('transfers') or []): tr_md = ['', '---', '### 流转记录（内部）'] ACTION_LABEL = {'escalate_to_human': '转人工', 'claim': '认领', 'transfer_role': '转角色', 'transfer_user': '转人员'} for tr in (t.get('transfers') or []): act = ACTION_LABEL.get(str(tr.get('action', '')), str(tr.get('action', ''))) line = '- ' + str(tr.get('created_at', ''))[:19] + ' ' + act if tr.get('to_role'): line += ' → 角色 ' + str(tr.get('to_role')) if tr.get('to_user'): line += ' → 人员 ' + str(tr.get('to_user')) if tr.get('reason'): line += '（' + str(tr.get('reason'))[:80] + '）' tr_md.append(line) body_widgets.append({"widgettype": "MdWidget", "options": {"mdtext": '\n'.join(tr_md), "width": "100%"}}) # ── 操作按钮 ── base = entire_url('/ticket/api') confirm_url = base + '/ticket_confirm.dspy' followup_url = base + '/ticket_followup.dspy' cancel_url = base + '/ticket_cancel.dspy' claim_url = base + '/ticket_claim.dspy' reply_url = base + '/ticket_staff_reply.dspy' transfer_url = base + '/ticket_transfer.dspy' candidates_url = base + '/transfer_candidates.dspy' _tail = ("if(d.success){" "var pw=bricks.getWidgetById('" + PW_ID + "',bricks.app);if(pw){pw.destroy();}" "var lw=bricks.getWidgetById('my_todos_pw',bricks.app);if(lw){lw.destroy();}" "if(window.refreshTodo){window.refreshTodo();}" "var mo=new bricks.Message({title:'已处理',message:d.message||'处理成功'});mo.open();" "}else{var mf=new bricks.Message({title:'处理失败',message:d.error||'处理失败'});mf.open();}") def _read_input_js(wid): return ("var cw=bricks.getWidgetById(" + _json.dumps(wid) + ",bricks.app);var cv='';" "if(cw){cv=(typeof cw.resultValue==='function')?cw.resultValue():" "((cw.dom_element&&cw.dom_element.value)||'');}" "cv=(cv===null||cv===undefined)?'':String(cv).trim();") def _read_files_js(wid): """读 UiFile（multiple）选中的 File 数组 → JS 变量 _fs，并做数量/总量前端拦截。 总量 9.5MB：pipeline-app client_max_size=10MB，超了请求会被拒/挂起，必须前端拦。""" return ("var _fw=bricks.getWidgetById(" + _json.dumps(wid) + ",bricks.app);var _fs=[];" "if(_fw&&typeof _fw.resultValue==='function'){var _fv=_fw.resultValue();" "if(_fv){_fs=Array.isArray(_fv)?_fv:[_fv];}}" "var _tot=0;for(var _ti=0;_ti<_fs.length;_ti++){_tot+=(_fs[_ti].size||0);}" "if(_fs.length>9){new bricks.Message({title:'附件过多'," "message:'单条消息最多上传 9 个附件'}).open();return;}" "if(_tot>9.5*1024*1024){new bricks.Message({title:'附件过大'," "message:'单次提交附件总大小不能超过 9.5MB'}).open();return;}") def _post_js(url, body_expr): # body_expr 为 dict 时序列化为 JS 对象字面量（2026-09-10 修复：原实现直接 # 字符串拼接 dict → TypeError 500，所有带按钮的弹窗路径全炸；此前 staff_replied # 态不进任何按钮分支才掩盖了此bug）。占位符 "cv_placeholder" 后续替换为 JS 变量 cv。 if isinstance(body_expr, dict): body_js = _json.dumps(body_expr) else: body_js = str(body_expr) return ("var r=await fetch(" + _json.dumps(url) + ",{method:'POST'," "headers:{'Content-Type':'application/json'},body:JSON.stringify(" + body_js + ")});" "var d=await r.json();" + _tail) def _post_multipart_js(url, tid, text_var='_fs', extra=None): """FormData multipart 提交（带附件）。文本字段 content 取 JS 变量 cv； 附件字段 attachments 逐个 append File；extra: dict 附加表单字段。 不设 Content-Type——浏览器自动带 multipart boundary。""" js = ("var fd=new FormData();" "fd.append('ticket_id'," + _json.dumps(tid) + ");" "fd.append('content',cv);") for k, v in (extra or {}).items(): js += "fd.append(" + _json.dumps(k) + "," + _json.dumps(v) + ");" js += ("for(var _fi=0;_fi<" + text_var + ".length;_fi++){" "fd.append('attachments'," + text_var + "[_fi]);}" "var r=await fetch(" + _json.dumps(url) + ",{method:'POST',body:fd});" "var d=await r.json();" + _tail) return js def _upload_box(wid, tip): return { "widgettype": "VBox", "options": {"width": "100%", "gap": "2px"}, "subwidgets": [ {"widgettype": "Text", "options": {"text": tip, "cfontsize": 0.72, "color": "#94a3b8"}}, {"widgettype": "UiFile", "id": wid, "options": {"name": wid, "width": "100%", "multiple": True, "preview": True}}]} buttons = [] input_widgets = [] if view == 'customer': if status in ('agent_replied', 'staff_replied'): buttons.append({ "widgettype": "Button", "options": {"label": "✔ 确认解决并关闭", "css": "primary"}, "binds": [{"wid": "self", "event": "click", "actiontype": "script", "target": "self", "script": _post_js(confirm_url, {"ticket_id": ticket_id})}]}) input_widgets.append({ "widgettype": "UiText", "id": "tk_followup_input", "options": {"name": "tk_followup_input", "placeholder": "问题没解决？在此输入追问内容…", "width": "100%", "height": "70px"}}) input_widgets.append(_upload_box('tk_followup_files', '追问附件（可选）：最多 9 个，总大小 ≤9.5MB，可拖入或点击选择')) buttons.append({ "widgettype": "Button", "options": {"label": "追问", "css": "small"}, "binds": [{"wid": "self", "event": "click", "actiontype": "script", "target": "self", "script": (_read_input_js('tk_followup_input') + "if(!cv){new bricks.Message({title:'请填写追问内容',message:'追问内容不能为空'}).open();return;}" + _read_files_js('tk_followup_files') + _post_multipart_js(followup_url, ticket_id))}]}) buttons.append({ "widgettype": "Button", "options": {"label": "取消工单", "css": "small danger"}, "binds": [{"wid": "self", "event": "click", "actiontype": "script", "target": "self", "script": _post_js(cancel_url, {"ticket_id": ticket_id})}]}) elif status in ('new', 'agent_processing'): buttons.append({ "widgettype": "Button", "options": {"label": "取消工单", "css": "small danger"}, "binds": [{"wid": "self", "event": "click", "actiontype": "script", "target": "self", "script": _post_js(cancel_url, {"ticket_id": ticket_id})}]}) else: # staff 视角 if status == 'human_pending': buttons.append({ "widgettype": "Button", "options": {"label": "认领工单", "css": "primary"}, "binds": [{"wid": "self", "event": "click", "actiontype": "script", "target": "self", "script": _post_js(claim_url, {"ticket_id": ticket_id})}]}) elif status == 'human_processing': input_widgets.append({ "widgettype": "UiText", "id": "tk_reply_input", "options": {"name": "tk_reply_input", "placeholder": "输入给客户的回复（markdown）…", "width": "100%", "height": "90px"}}) input_widgets.append(_upload_box('tk_reply_files', '回复附件（可选）：最多 9 个，总大小 ≤9.5MB，可拖入或点击选择')) buttons.append({ "widgettype": "Button", "options": {"label": "回复客户", "css": "primary"}, "binds": [{"wid": "self", "event": "click", "actiontype": "script", "target": "self", "script": (_read_input_js('tk_reply_input') + "if(!cv){new bricks.Message({title:'请填写回复',message:'回复内容不能为空'}).open();return;}" + _read_files_js('tk_reply_files') + _post_multipart_js(reply_url, ticket_id))}]}) buttons.append({ "widgettype": "Button", "options": {"label": "记内部备注", "css": "small"}, "binds": [{"wid": "self", "event": "click", "actiontype": "script", "target": "self", "script": (_read_input_js('tk_reply_input') + "if(!cv){new bricks.Message({title:'请填写备注',message:'备注不能为空'}).open();return;}" + _read_files_js('tk_reply_files') + _post_multipart_js(reply_url, ticket_id, extra={"internal": "1"}))}]}) buttons.append({ "widgettype": "Button", "options": {"label": "转派…", "css": "small"}, "binds": [{"wid": "self", "event": "click", "actiontype": "script", "target": "self", "script": ("var r=await fetch(" + _json.dumps(candidates_url) + ");var d=await r.json();" "if(!d.success){new bricks.Message({title:'加载失败',message:d.error||''}).open();return;}" "var ropts=(d.data.roles||[]).map(function(x){return {value:x.value,text:'角色:'+x.text};});" "var uopts=(d.data.users||[]).map(function(x){return {value:'u:'+x.value,text:'人员:'+x.text};});" "var pw2=bricks.getWidgetById('ticket_transfer_pw',bricks.app);if(pw2){pw2.destroy();}" "var desc={widgettype:'PopupWindow',id:'ticket_transfer_pw',options:{title:'转派工单',width:'34%',height:'46%',auto_open:true,archor:'cc',movable:true}," "subwidgets:[{widgettype:'VBox',options:{padding:'14px',gap:'10px'},subwidgets:[" "{widgettype:'UiCode',id:'tk_tr_target',options:{name:'tk_tr_target',placeholder:'选择转派目标',data:ropts.concat(uopts),valueField:'value',textField:'text',width:'100%'}}," "{widgettype:'UiText',id:'tk_tr_reason',options:{name:'tk_tr_reason',placeholder:'转派原因（必填）',width:'100%',height:'60px'}}," "{widgettype:'Button',options:{label:'确认转派',css:'primary'},binds:[{wid:'self',event:'click',actiontype:'script',target:'self',script:" + _json.dumps( "var tw=bricks.getWidgetById('tk_tr_target',bricks.app);var tv=tw?(typeof tw.resultValue==='function'?tw.resultValue():''):'';tv=String(tv||'').trim();" "var rw=bricks.getWidgetById('tk_tr_reason',bricks.app);var rv=rw?(typeof rw.resultValue==='function'?rw.resultValue():((rw.dom_element&&rw.dom_element.value)||'')):'';rv=String(rv||'').trim();" "if(!tv){new bricks.Message({title:'请选择目标',message:'选择转派角色或人员'}).open();return;}" "if(!rv){new bricks.Message({title:'请填写原因',message:'转派原因必填'}).open();return;}" "var body={ticket_id:" + _json.dumps(ticket_id) + ",reason:rv};" "if(tv.indexOf('u:')===0){body.to_user=tv.substring(2);}else{body.to_role=tv;}" "var r2=await fetch(" + _json.dumps(transfer_url) + ",{method:'POST',headers:{'Content-Type':'application/json'},body:JSON.stringify(body)});" "var d2=await r2.json();" "if(d2.success){var p2=bricks.getWidgetById('ticket_transfer_pw',bricks.app);if(p2){p2.destroy();}" "var pw=bricks.getWidgetById('" + PW_ID + "',bricks.app);if(pw){pw.destroy();}" "var lw=bricks.getWidgetById('my_todos_pw',bricks.app);if(lw){lw.destroy();}" "if(window.refreshTodo){window.refreshTodo();}" "new bricks.Message({title:'已转派',message:d2.message||'转派成功'}).open();}" "else{new bricks.Message({title:'转派失败',message:d2.error||''}).open();}") + "}]}]}}]};bricks.widgetBuild(desc,bricks.app);")}]}) # 双身份用户（既是工单客户又是staff，如平台管理员自建工单）： # 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 # 「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）。 # 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。 if view == 'staff' and str(t.get('customer_user_id', '')) == str(user_id) \ and status in ('agent_replied', 'staff_replied'): buttons.append({ "widgettype": "Button", "options": {"label": "✔ 确认解决并关闭（客户动作）", "css": "primary"}, "binds": [{"wid": "self", "event": "click", "actiontype": "script", "target": "self", "script": _post_js(confirm_url, {"ticket_id": ticket_id})}]}) input_widgets.append({ "widgettype": "UiText", "id": "tk_followup_input", "options": {"name": "tk_followup_input", "placeholder": "问题没解决？在此输入追问内容…", "width": "100%", "height": "70px"}}) input_widgets.append(_upload_box('tk_followup_files', '追问附件（可选）：最多 9 个，总大小 ≤9.5MB，可拖入或点击选择')) buttons.append({ "widgettype": "Button", "options": {"label": "追问（客户动作）", "css": "small"}, "binds": [{"wid": "self", "event": "click", "actiontype": "script", "target": "self", "script": (_read_input_js('tk_followup_input') + "if(!cv){new bricks.Message({title:'请填写追问内容',message:'追问内容不能为空'}).open();return;}" + _read_files_js('tk_followup_files') + _post_multipart_js(followup_url, ticket_id))}]}) # 追问/回复输入框 content 占位符替换为 JS 变量 cv（JSON 通道遗留兼容） for b in buttons: for bind in (b.get('binds') or []): if 'cv_placeholder' in str(bind.get('script', '')): bind['script'] = bind['script'].replace('"cv_placeholder"', 'cv') sub = [{ "widgettype": "HBox", "options": {"width": "100%", "gap": "8px", "alignItems": "center"}, "subwidgets": [ {"widgettype": "Text", "options": {"text": STATUS_LABEL.get(status, status), "cfontsize": 0.75, "color": "#ffffff", "padding": "2px 10px", "bgcolor": STATUS_COLOR.get(status, '#64748b'), "borderRadius": "10px", "whiteSpace": "nowrap"}}, {"widgettype": "Text", "options": {"text": str(t.get('title', '')), "cfontsize": 1.1, "halign": "left"}} ] }, { "widgettype": "VBox", "options": {"width": "100%", "flex": "1 1 auto", "minHeight": "200px", "border": "1px solid #e2e8f0", "borderRadius": "8px", "overflow": "hidden"}, "subwidgets": [{ "widgettype": "VScrollPanel", "options": {"css": "filler", "width": "100%", "padding": "6px 12px"}, "subwidgets": body_widgets}] }] sub.extend(input_widgets) if buttons: sub.append({ "widgettype": "HBox", "options": {"width": "100%", "gap": "8px", "justifyContent": "flex-end"}, "subwidgets": buttons}) return { "widgettype": "PopupWindow", "id": PW_ID, "options": {"title": "工单详情", "width": "72%", "height": "82%", "auto_open": True, "resizable": True}, "subwidgets": [{ "widgettype": "VBox", "options": {"css": "filler", "width": "100%", "height": "100%", "padding": "12px 16px", "gap": "10px"}, "subwidgets": sub}] }