221 lines
7.3 KiB
Python
221 lines
7.3 KiB
Python
|
# =============================================================================
|
|||
|
|
# 企微IT智能服务台 — 会议室报修业务服务
|
|||
|
|
# =============================================================================
|
|||
|
|
# 说明：处理终端报修的完整流程：
|
|||
|
|
# 1. 创建报修记录到 meetingroom_repair 表
|
|||
|
|
# 2. 创建IT工单会话（Conversation），状态为 queued（排队等待坐席）
|
|||
|
|
# 3. 创建初始消息（故障描述），sender_type=system
|
|||
|
|
# 4. 通过企微消息通知IT管理员
|
|||
|
|
# 5. 通过WS推送报修通知到坐席端
|
|||
|
|
#
|
|||
|
|
# 设计决策：
|
|||
|
|
# - 报修自动创建工单会话，复用现有IT服务台流程
|
|||
|
|
# - 报修人未登录时使用"匿名"身份，但仍创建工单
|
|||
|
|
# - 通知管理员和坐席同步进行，不影响主流程
|
|||
|
|
# =============================================================================
|
|||
|
|
|
|||
|
|
import logging
|
|||
|
|
import uuid
|
|||
|
|
from datetime import datetime
|
|||
|
|
from typing import Optional
|
|||
|
|
|
|||
|
|
from sqlalchemy.ext.asyncio import AsyncSession
|
|||
|
|
|
|||
|
|
from app.config import settings
|
|||
|
|
from app.models.conversation import Conversation
|
|||
|
|
from app.models.message import Message
|
|||
|
|
from app.models.meetingroom_repair import MeetingroomRepair
|
|||
|
|
from app.services.wecom_service import WecomService
|
|||
|
|
|
|||
|
|
logger = logging.getLogger(__name__)
|
|||
|
|
|
|||
|
|
# 设备类型中文映射
|
|||
|
|
DEVICE_TYPE_LABELS = {
|
|||
|
|
"projector": "投影仪",
|
|||
|
|
"video_conf": "视频会议设备",
|
|||
|
|
"aircon": "空调",
|
|||
|
|
"desk_chair": "桌椅",
|
|||
|
|
"network": "网络",
|
|||
|
|
"other": "其他设备",
|
|||
|
|
}
|
|||
|
|
|
|||
|
|
|
|||
|
|
class RepairService:
|
|||
|
|
"""会议室报修业务服务。
|
|||
|
|
|
|||
|
|
处理终端报修的完整流程：记录 + 创建工单 + 通知。
|
|||
|
|
"""
|
|||
|
|
|
|||
|
|
def __init__(
|
|||
|
|
self,
|
|||
|
|
db: AsyncSession,
|
|||
|
|
wecom_service: Optional[WecomService] = None,
|
|||
|
|
) -> None:
|
|||
|
|
"""初始化报修服务。
|
|||
|
|
|
|||
|
|
Args:
|
|||
|
|
db: 数据库会话
|
|||
|
|
wecom_service: 企微服务实例（用于发送通知消息）
|
|||
|
|
"""
|
|||
|
|
self.db = db
|
|||
|
|
self.wecom = wecom_service
|
|||
|
|
|
|||
|
|
async def submit_repair(
|
|||
|
|
self,
|
|||
|
|
terminal_sn: str,
|
|||
|
|
meetingroom_id: int,
|
|||
|
|
meetingroom_name: str,
|
|||
|
|
device_type: str,
|
|||
|
|
fault_description: str,
|
|||
|
|
reporter_name: Optional[str] = None,
|
|||
|
|
reporter_userid: Optional[str] = None,
|
|||
|
|
) -> dict:
|
|||
|
|
"""提交报修，创建工单会话并通知。
|
|||
|
|
|
|||
|
|
Args:
|
|||
|
|
terminal_sn: 终端序列号
|
|||
|
|
meetingroom_id: 企微会议室ID
|
|||
|
|
meetingroom_name: 会议室名称
|
|||
|
|
device_type: 故障设备类型
|
|||
|
|
fault_description: 故障描述
|
|||
|
|
reporter_name: 报修人姓名（为空则"匿名"）
|
|||
|
|
reporter_userid: 报修人企微userid（为空则空字符串）
|
|||
|
|
|
|||
|
|
Returns:
|
|||
|
|
dict: {"repair_id": int, "conversation_id": str}
|
|||
|
|
"""
|
|||
|
|
# 报修人信息处理
|
|||
|
|
name = reporter_name or "匿名（终端报修）"
|
|||
|
|
userid = reporter_userid or ""
|
|||
|
|
|
|||
|
|
# 设备类型中文名
|
|||
|
|
device_label = DEVICE_TYPE_LABELS.get(device_type, device_type)
|
|||
|
|
|
|||
|
|
# 构造工单主题
|
|||
|
|
subject = f"会议室报修：{meetingroom_name} - {device_label}"
|
|||
|
|
|
|||
|
|
# 1. 创建IT工单会话
|
|||
|
|
conversation_id = str(uuid.uuid4())
|
|||
|
|
conversation = Conversation(
|
|||
|
|
id=conversation_id,
|
|||
|
|
corp_id=settings.wecom_corp_id,
|
|||
|
|
employee_id=userid or f"terminal:{terminal_sn}",
|
|||
|
|
employee_name=name,
|
|||
|
|
department="",
|
|||
|
|
position="",
|
|||
|
|
level="",
|
|||
|
|
status="queued",
|
|||
|
|
urgency_score=3, # 报修默认中等紧急
|
|||
|
|
tags={"source": "terminal_repair", "terminal_sn": terminal_sn, "meetingroom_id": meetingroom_id},
|
|||
|
|
last_message_at=datetime.now(),
|
|||
|
|
last_message_summary=fault_description[:256],
|
|||
|
|
)
|
|||
|
|
self.db.add(conversation)
|
|||
|
|
|
|||
|
|
# 2. 创建初始系统消息（故障描述）
|
|||
|
|
message = Message(
|
|||
|
|
conversation_id=conversation_id,
|
|||
|
|
sender_type="system",
|
|||
|
|
sender_id="system",
|
|||
|
|
sender_name="系统",
|
|||
|
|
content=f"【终端报修】\n会议室: {meetingroom_name}\n设备类型: {device_label}\n故障描述: {fault_description}\n报修人: {name}\n终端SN: {terminal_sn}",
|
|||
|
|
msg_type="text",
|
|||
|
|
status="sent",
|
|||
|
|
)
|
|||
|
|
self.db.add(message)
|
|||
|
|
|
|||
|
|
# 3. 创建报修记录
|
|||
|
|
repair = MeetingroomRepair(
|
|||
|
|
terminal_sn=terminal_sn,
|
|||
|
|
meetingroom_id=meetingroom_id,
|
|||
|
|
meetingroom_name=meetingroom_name,
|
|||
|
|
device_type=device_type,
|
|||
|
|
fault_description=fault_description,
|
|||
|
|
reporter_name=name,
|
|||
|
|
reporter_userid=userid,
|
|||
|
|
conversation_id=conversation_id,
|
|||
|
|
status=0,
|
|||
|
|
)
|
|||
|
|
self.db.add(repair)
|
|||
|
|
|
|||
|
|
# 提交事务
|
|||
|
|
await self.db.commit()
|
|||
|
|
await self.db.refresh(repair)
|
|||
|
|
|
|||
|
|
# 4. 异步通知IT管理员（不阻塞主流程）
|
|||
|
|
try:
|
|||
|
|
await self._notify_admins(subject, fault_description, meetingroom_name, name)
|
|||
|
|
except Exception as e:
|
|||
|
|
logger.warning(f"报修通知管理员失败（不影响主流程）: {e}")
|
|||
|
|
|
|||
|
|
# 5. 通过WS推送报修通知到坐席端
|
|||
|
|
try:
|
|||
|
|
await self._notify_agents(subject, conversation_id, meetingroom_name)
|
|||
|
|
except Exception as e:
|
|||
|
|
logger.warning(f"报修WS通知坐席失败（不影响主流程）: {e}")
|
|||
|
|
|
|||
|
|
logger.info(
|
|||
|
|
f"报修创建成功: repair_id={repair.id}, conversation_id={conversation_id}, "
|
|||
|
|
f"room={meetingroom_name}, device={device_type}"
|
|||
|
|
)
|
|||
|
|
|
|||
|
|
return {
|
|||
|
|
"repair_id": repair.id,
|
|||
|
|
"conversation_id": conversation_id,
|
|||
|
|
}
|
|||
|
|
|
|||
|
|
async def _notify_admins(
|
|||
|
|
self,
|
|||
|
|
subject: str,
|
|||
|
|
description: str,
|
|||
|
|
room_name: str,
|
|||
|
|
reporter: str,
|
|||
|
|
) -> None:
|
|||
|
|
"""通过企微消息通知IT管理员。"""
|
|||
|
|
if not self.wecom:
|
|||
|
|
return
|
|||
|
|
|
|||
|
|
# 通知内容
|
|||
|
|
content = (
|
|||
|
|
f"【会议室报修通知】\n"
|
|||
|
|
f"会议室: {room_name}\n"
|
|||
|
|
f"报修人: {reporter}\n"
|
|||
|
|
f"问题: {description}\n"
|
|||
|
|
f"时间: {datetime.now().strftime('%Y-%m-%d %H:%M')}\n"
|
|||
|
|
f"请及时处理。"
|
|||
|
|
)
|
|||
|
|
|
|||
|
|
# 从配置获取管理员userid列表
|
|||
|
|
admin_userids = []
|
|||
|
|
if settings.wecom_agent_userids:
|
|||
|
|
admin_userids = [uid.strip() for uid in settings.wecom_agent_userids.split(",") if uid.strip()]
|
|||
|
|
|
|||
|
|
if admin_userids:
|
|||
|
|
for uid in admin_userids:
|
|||
|
|
try:
|
|||
|
|
await self.wecom.send_text_message(uid, content)
|
|||
|
|
except Exception as e:
|
|||
|
|
logger.warning(f"发送报修通知给 {uid} 失败: {e}")
|
|||
|
|
|
|||
|
|
async def _notify_agents(
|
|||
|
|
self,
|
|||
|
|
subject: str,
|
|||
|
|
conversation_id: str,
|
|||
|
|
room_name: str,
|
|||
|
|
) -> None:
|
|||
|
|
"""通过WS推送报修通知到坐席端。"""
|
|||
|
|
from app.services.ws_manager import manager
|
|||
|
|
|
|||
|
|
# 构造推送消息
|
|||
|
|
message_data = {
|
|||
|
|
"type": "new_conversation",
|
|||
|
|
"conversation_id": conversation_id,
|
|||
|
|
"source": "terminal_repair",
|
|||
|
|
"subject": subject,
|
|||
|
|
"room_name": room_name,
|
|||
|
|
"timestamp": datetime.now().isoformat(),
|
|||
|
|
}
|
|||
|
|
|
|||
|
|
# 广播到所有在线坐席
|
|||
|
|
await manager.broadcast(message_data)
|