wecom_it_smart_desk/backend/app/services/repair_service.py

# =============================================================================
# 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)