feat: record ticket assignment progress

internal/services/ticket_service.go

@@ -64,6 +64,32 @@ func normalizeTicketStaleHours(staleHours int) int {
 	}
 }
 
+func buildTicketAssignmentProgressContent(fromUser *models.User, toUser *models.User, reason string) string {
+	fromName := ticketAssignmentUserDisplayName(fromUser)
+	if fromName == "" {
+		fromName = "未分配"
+	}
+	toName := ticketAssignmentUserDisplayName(toUser)
+	if toName == "" && toUser != nil {
+		toName = toUser.Username
+	}
+	content := "指派处理人：" + fromName + " -> " + toName
+	if trimmedReason := strings.TrimSpace(reason); trimmedReason != "" {
+		content += "，原因：" + trimmedReason
+	}
+	return content
+}
+
+func ticketAssignmentUserDisplayName(user *models.User) string {
+	if user == nil {
+		return ""
+	}
+	if strings.TrimSpace(user.Nickname) != "" {
+		return strings.TrimSpace(user.Nickname)
+	}
+	return strings.TrimSpace(user.Username)
+}
+
 func (s *ticketService) Get(id int64) *models.Ticket {
 	return repositories.TicketRepository.Get(sqls.DB(), id)
 }
@@ -475,6 +501,14 @@ func (s *ticketService) assignTicketTx(tx *gorm.DB, req request.AssignTicketRequ
 	if err := s.validateRequiredAssignee(req.ToUserID); err != nil {
 		return nil, err
 	}
+	toUser := repositories.UserRepository.Get(tx, req.ToUserID)
+	if toUser == nil || toUser.Status != enums.StatusOk {
+		return nil, errorsx.InvalidParam("负责人不存在")
+	}
+	var fromUser *models.User
+	if ticket.CurrentAssigneeID > 0 {
+		fromUser = repositories.UserRepository.Get(tx, ticket.CurrentAssigneeID)
+	}
 	now := time.Now()
 	if err := repositories.TicketRepository.Updates(tx, ticket.ID, map[string]any{
 		"current_assignee_id": req.ToUserID,
@@ -484,6 +518,14 @@ func (s *ticketService) assignTicketTx(tx *gorm.DB, req request.AssignTicketRequ
 	}); err != nil {
 		return nil, err
 	}
+	if err := repositories.TicketProgressRepository.Create(tx, &models.TicketProgress{
+		TicketID:  ticket.ID,
+		Content:   buildTicketAssignmentProgressContent(fromUser, toUser, req.Reason),
+		AuthorID:  operator.UserID,
+		CreatedAt: now,
+	}); err != nil {
+		return nil, err
+	}
 	return &events.TicketAssignedEvent{
 		TicketID:   ticket.ID,
 		FromUserID: ticket.CurrentAssigneeID,

internal/services/ticket_service_test.go

@@ -265,6 +265,47 @@ func TestTicketServiceAssignTicketRejectsDisabledUser(t *testing.T) {
 	}
 }
 
+func TestTicketServiceAssignTicketCreatesProgressEntry(t *testing.T) {
+	setupTicketTestDB(t)
+	operator := createTestOperator(t, "assign-progress-operator")
+	firstAssignee := createTestOperator(t, "assign-progress-first")
+	nextAssignee := createTestOperator(t, "assign-progress-next")
+	ticket, err := services.TicketService.CreateTicket(request.CreateTicketRequest{
+		Title:             "assign progress ticket",
+		Description:       "assign progress description",
+		CurrentAssigneeID: firstAssignee.UserID,
+	}, operator)
+	if err != nil {
+		t.Fatalf("CreateTicket() error = %v", err)
+	}
+
+	if err := services.TicketService.AssignTicket(request.AssignTicketRequest{
+		TicketID: ticket.ID,
+		ToUserID: nextAssignee.UserID,
+		Reason:   "需要二线继续跟进",
+	}, operator); err != nil {
+		t.Fatalf("AssignTicket() error = %v", err)
+	}
+
+	progresses := services.TicketProgressService.Find(sqls.NewCnd().Eq("ticket_id", ticket.ID).Asc("id"))
+	if len(progresses) != 2 {
+		t.Fatalf("expected create progress and assignment progress, got %d: %+v", len(progresses), progresses)
+	}
+	assignmentProgress := progresses[1]
+	if assignmentProgress.AuthorID != operator.UserID {
+		t.Fatalf("expected assignment progress author %d, got %d", operator.UserID, assignmentProgress.AuthorID)
+	}
+	if !strings.Contains(assignmentProgress.Content, "指派处理人") {
+		t.Fatalf("expected assignment progress content to mention assignment, got %q", assignmentProgress.Content)
+	}
+	if !strings.Contains(assignmentProgress.Content, firstAssignee.Username) || !strings.Contains(assignmentProgress.Content, nextAssignee.Username) {
+		t.Fatalf("expected assignment progress to include assignee names, got %q", assignmentProgress.Content)
+	}
+	if !strings.Contains(assignmentProgress.Content, "需要二线继续跟进") {
+		t.Fatalf("expected assignment reason in progress content, got %q", assignmentProgress.Content)
+	}
+}
+
 func TestTicketServiceCreateTicketRejectsMismatchedCustomerConversation(t *testing.T) {
 	setupTicketTestDB(t)
 	operator := createTestOperator(t, "mismatch-operator")