yumoqing
54f2f2d597
- 3表: tk_tickets(状态机+受理角色/人+agent锁)/tk_messages(客户可见/内部备注)/tk_transfers(append-only流水) - core.py: 8态13迁移状态机全乐观锁; 转派候选动态查owner角色+'0'机构用户(不硬编码); 默认受理角色params可配(ticket_default_role=owner.maintainer) - agent.py: 异步poller(bid_flow范式), RAG检索'0'机构KB+历史工单, llm_call(org_id=0) LLM裁决能否回答(严格JSON), 硬门禁reply<20字符转人工, 故障≠答不了(fail_rounds>=3转人工), stale回收10min; 追问回流(agent_processing+owner空)立即拾取不等stale - todos.py: 平台待办provider, 状态派生(客户待确认/角色池待认领/受理人待处理) - init.py: load_ticket注册env+provider+poller(PIPELINE_MODE=web不启动) - wwwroot: 客户我的工单页+建单表单, 运维工单管理页(队列切换), 详情弹窗(正文与操作同屏,按视角出按钮) - load_path.py: logined全部API(业务权限服务端按current_role动态校验)+管理页壳owner三角色 - init/data.json: 7组码表+owner.maintainer角色种子(app_audit先例)
246 lines
14 KiB
Plaintext
246 lines
14 KiB
Plaintext
# ticket_detail_popup.dspy - 工单详情弹窗：正文与操作同屏（复核类弹窗规范）
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# 页面入口与平台待办共用。入参: id=<ticket_id>
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# 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
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import json as _json
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user_id = await get_user()
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if not user_id:
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return {"widgettype": "Message", "options": {"title": "未登录", "message": "请先登录后查看待办"}}
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ticket_id = ((params_kw or {}).get('id') or '').strip()
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PW_ID = 'ticket_todo_detail_pw' if ((params_kw or {}).get('from_todo') or '') == '1' else 'ticket_detail_pw'
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if not ticket_id:
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return {"widgettype": "Message", "options": {"title": "打开失败", "message": "缺少工单 id"}}
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org_id = await get_userorgid()
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ok, t = await ticket_detail(ticket_id, user_id, org_id)
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if not ok:
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code, msg = t
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return {"widgettype": "Message", "options": {"title": "打开失败", "message": msg}}
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STATUS_LABEL = {
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'new': '已提交', 'agent_processing': '智能助手处理中', 'agent_replied': '智能助手已回复',
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'human_pending': '待人工认领', 'human_processing': '人工处理中',
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'staff_replied': '人工已回复', 'closed': '已关闭', 'cancelled': '已取消',
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}
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STATUS_COLOR = {
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'new': '#64748b', 'agent_processing': '#2563eb', 'agent_replied': '#10b981',
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'human_pending': '#f0a040', 'human_processing': '#f0a040',
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'staff_replied': '#10b981', 'closed': '#94a3b8', 'cancelled': '#94a3b8',
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}
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SENDER_LABEL = {'customer': '客户', 'agent': '智能助手', 'staff': '人工客服'}
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status = str(t.get('status', ''))
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view = str(t.get('view', 'customer'))
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# ── 正文 markdown：工单信息 + 往来消息流 ──
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md_parts = []
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md_parts.append('## 工单 ' + str(t.get('ticket_no', '')))
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md_parts.append('')
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md_parts.append('**标题**：' + str(t.get('title', '')))
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md_parts.append('**状态**：' + STATUS_LABEL.get(status, status)
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+ ' ｜ **分类**：' + str(t.get('category', ''))
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+ ' ｜ **优先级**：' + str(t.get('priority', '')))
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if view == 'staff':
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md_parts.append('**客户机构**：' + str(t.get('customer_org_id', ''))
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+ ' ｜ **受理角色**：' + (str(t.get('current_role', '')) or '-')
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+ ' ｜ **受理人**：' + (str(t.get('current_assignee', '')) or '-'))
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md_parts.append('')
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md_parts.append('---')
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md_parts.append('### 往来记录')
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for m in (t.get('messages') or []):
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who = SENDER_LABEL.get(str(m.get('sender_type', '')), str(m.get('sender_type', '')))
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vis = str(m.get('visibility', ''))
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tag = '（内部备注）' if vis == 'internal' else ''
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md_parts.append('')
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md_parts.append('**' + who + tag + '** · ' + str(m.get('created_at', ''))[:19])
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md_parts.append('')
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md_parts.append(str(m.get('content', '')))
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if view == 'staff' and (t.get('transfers') or []):
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md_parts.append('')
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md_parts.append('---')
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md_parts.append('### 流转记录（内部）')
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ACTION_LABEL = {'escalate_to_human': '转人工', 'claim': '认领',
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'transfer_role': '转角色', 'transfer_user': '转人员'}
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for tr in (t.get('transfers') or []):
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act = ACTION_LABEL.get(str(tr.get('action', '')), str(tr.get('action', '')))
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line = '- ' + str(tr.get('created_at', ''))[:19] + ' ' + act
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if tr.get('to_role'):
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line += ' → 角色 ' + str(tr.get('to_role'))
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if tr.get('to_user'):
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line += ' → 人员 ' + str(tr.get('to_user'))
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if tr.get('reason'):
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line += '（' + str(tr.get('reason'))[:80] + '）'
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md_parts.append(line)
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body_md = '\n'.join(md_parts)
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# ── 操作按钮 ──
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base = entire_url('/ticket/api')
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confirm_url = base + '/ticket_confirm.dspy'
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followup_url = base + '/ticket_followup.dspy'
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cancel_url = base + '/ticket_cancel.dspy'
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claim_url = base + '/ticket_claim.dspy'
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reply_url = base + '/ticket_staff_reply.dspy'
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transfer_url = base + '/ticket_transfer.dspy'
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candidates_url = base + '/transfer_candidates.dspy'
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_tail = ("if(d.success){"
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"var pw=bricks.getWidgetById('" + PW_ID + "',bricks.app);if(pw){pw.destroy();}"
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"var lw=bricks.getWidgetById('my_todos_pw',bricks.app);if(lw){lw.destroy();}"
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"if(window.refreshTodo){window.refreshTodo();}"
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"var mo=new bricks.Message({title:'已处理',message:d.message||'处理成功'});mo.open();"
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"}else{var mf=new bricks.Message({title:'处理失败',message:d.error||'处理失败'});mf.open();}")
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def _read_input_js(wid):
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return ("var cw=bricks.getWidgetById(" + _json.dumps(wid) + ",bricks.app);var cv='';"
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"if(cw){cv=(typeof cw.resultValue==='function')?cw.resultValue():"
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"((cw.dom_element&&cw.dom_element.value)||'');}"
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"cv=(cv===null||cv===undefined)?'':String(cv).trim();")
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def _post_js(url, body_expr):
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return ("var r=await fetch(" + _json.dumps(url) + ",{method:'POST',"
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"headers:{'Content-Type':'application/json'},body:JSON.stringify(" + body_expr + ")});"
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"var d=await r.json();" + _tail)
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buttons = []
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input_widgets = []
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if view == 'customer':
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if 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", "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", "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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buttons.append({
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"widgettype": "Button",
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"options": {"label": "取消工单", "css": "small danger"},
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"binds": [{"wid": "self", "event": "click", "actiontype": "script", "target": "self",
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"script": _post_js(cancel_url, {"ticket_id": ticket_id})}]})
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elif status in ('new', 'agent_processing'):
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buttons.append({
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"widgettype": "Button",
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"options": {"label": "取消工单", "css": "small danger"},
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"binds": [{"wid": "self", "event": "click", "actiontype": "script", "target": "self",
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"script": _post_js(cancel_url, {"ticket_id": ticket_id})}]})
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else:
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# staff 视角
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if status == 'human_pending':
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buttons.append({
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"widgettype": "Button",
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"options": {"label": "认领工单", "css": "primary"},
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"binds": [{"wid": "self", "event": "click", "actiontype": "script", "target": "self",
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"script": _post_js(claim_url, {"ticket_id": ticket_id})}]})
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elif status == 'human_processing':
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input_widgets.append({
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"widgettype": "UiText", "id": "tk_reply_input",
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"options": {"name": "tk_reply_input", "placeholder": "输入给客户的回复（markdown）…",
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"width": "100%", "height": "90px"}})
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buttons.append({
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"widgettype": "Button",
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"options": {"label": "回复客户", "css": "primary"},
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"binds": [{"wid": "self", "event": "click", "actiontype": "script", "target": "self",
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"script": (_read_input_js('tk_reply_input')
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+ "if(!cv){new bricks.Message({title:'请填写回复',message:'回复内容不能为空'}).open();return;}"
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+ _post_js(reply_url, {"ticket_id": ticket_id, "content": "cv_placeholder"}))}]})
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buttons.append({
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"widgettype": "Button",
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"options": {"label": "记内部备注", "css": "small"},
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"binds": [{"wid": "self", "event": "click", "actiontype": "script", "target": "self",
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"script": (_read_input_js('tk_reply_input')
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+ "if(!cv){new bricks.Message({title:'请填写备注',message:'备注不能为空'}).open();return;}"
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+ _post_js(reply_url, {"ticket_id": ticket_id, "content": "cv_placeholder", "internal": "1"}))}]})
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buttons.append({
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"widgettype": "Button",
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"options": {"label": "转派…", "css": "small"},
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"binds": [{"wid": "self", "event": "click", "actiontype": "script", "target": "self",
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"script": ("var r=await fetch(" + _json.dumps(candidates_url) + ");var d=await r.json();"
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"if(!d.success){new bricks.Message({title:'加载失败',message:d.error||''}).open();return;}"
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"var ropts=(d.data.roles||[]).map(function(x){return {value:x.value,text:'角色:'+x.text};});"
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"var uopts=(d.data.users||[]).map(function(x){return {value:'u:'+x.value,text:'人员:'+x.text};});"
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"var pw2=bricks.getWidgetById('ticket_transfer_pw',bricks.app);if(pw2){pw2.destroy();}"
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"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},"
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"subwidgets:[{widgettype:'VBox',options:{padding:'14px',gap:'10px'},subwidgets:["
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"{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%'}},"
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"{widgettype:'UiText',id:'tk_tr_reason',options:{name:'tk_tr_reason',placeholder:'转派原因（必填）',width:'100%',height:'60px'}},"
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"{widgettype:'Button',options:{label:'确认转派',css:'primary'},binds:[{wid:'self',event:'click',actiontype:'script',target:'self',script:"
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+ _json.dumps(
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"var tw=bricks.getWidgetById('tk_tr_target',bricks.app);var tv=tw?(typeof tw.resultValue==='function'?tw.resultValue():''):'';tv=String(tv||'').trim();"
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"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();"
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"if(!tv){new bricks.Message({title:'请选择目标',message:'选择转派角色或人员'}).open();return;}"
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"if(!rv){new bricks.Message({title:'请填写原因',message:'转派原因必填'}).open();return;}"
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"var body={ticket_id:" + _json.dumps(ticket_id) + ",reason:rv};"
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"if(tv.indexOf('u:')===0){body.to_user=tv.substring(2);}else{body.to_role=tv;}"
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"var r2=await fetch(" + _json.dumps(transfer_url) + ",{method:'POST',headers:{'Content-Type':'application/json'},body:JSON.stringify(body)});"
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"var d2=await r2.json();"
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"if(d2.success){var p2=bricks.getWidgetById('ticket_transfer_pw',bricks.app);if(p2){p2.destroy();}"
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"var pw=bricks.getWidgetById('" + PW_ID + "',bricks.app);if(pw){pw.destroy();}"
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"var lw=bricks.getWidgetById('my_todos_pw',bricks.app);if(lw){lw.destroy();}"
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"if(window.refreshTodo){window.refreshTodo();}"
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"new bricks.Message({title:'已转派',message:d2.message||'转派成功'}).open();}"
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"else{new bricks.Message({title:'转派失败',message:d2.error||''}).open();}")
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+ "}]}]}}]};"
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"bricks.widgetBuild(desc,bricks.app);")}]})
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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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if 'cv_placeholder' in str(bind.get('script', '')):
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bind['script'] = bind['script'].replace('"cv_placeholder"', 'cv')
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sub = [{
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"widgettype": "HBox",
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"options": {"width": "100%", "gap": "8px", "alignItems": "center"},
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"subwidgets": [
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{"widgettype": "Text",
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"options": {"text": STATUS_LABEL.get(status, status), "cfontsize": 0.75,
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"color": "#ffffff", "padding": "2px 10px",
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"bgcolor": STATUS_COLOR.get(status, '#64748b'),
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"borderRadius": "10px", "whiteSpace": "nowrap"}},
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{"widgettype": "Text",
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"options": {"text": str(t.get('title', '')), "cfontsize": 1.1, "halign": "left"}}
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]
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}, {
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"widgettype": "VBox",
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"options": {"width": "100%", "flex": "1 1 auto", "minHeight": "200px",
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"border": "1px solid #e2e8f0", "borderRadius": "8px", "overflow": "hidden"},
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"subwidgets": [{
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"widgettype": "VScrollPanel",
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"options": {"css": "filler", "width": "100%", "padding": "6px 12px"},
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"subwidgets": [{"widgettype": "MdWidget",
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"options": {"mdtext": body_md, "width": "100%"}}]}]
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}]
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sub.extend(input_widgets)
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if buttons:
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sub.append({
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"widgettype": "HBox",
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"options": {"width": "100%", "gap": "8px", "justifyContent": "flex-end"},
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"subwidgets": buttons})
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return {
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"widgettype": "PopupWindow",
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"id": PW_ID,
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"options": {"title": "工单详情", "width": "72%", "height": "82%",
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"auto_open": True, "resizable": True},
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"subwidgets": [{
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"widgettype": "VBox",
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"options": {"css": "filler", "width": "100%", "height": "100%",
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"padding": "12px 16px", "gap": "10px"},
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"subwidgets": sub}]
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}
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