feat(eventbus): implement event handling for ticket and conversation assignments

2026-04-21 16:41:12 +08:00
parent df13d5ced5
commit 6c005d5daa
13 changed files with 433 additions and 170 deletions
@@ -0,0 +1,156 @@
+package event_handlers
+
+import (
+	"context"
+	"fmt"
+	"log/slog"
+	"strings"
+	"time"
+
+	"cs-agent/internal/events"
+	"cs-agent/internal/models"
+	"cs-agent/internal/pkg/enums"
+	"cs-agent/internal/pkg/eventbus"
+	"cs-agent/internal/services"
+)
+
+func registerWxWorkNotifyEventHandlers() {
+	eventbus.
+		Register(eventbus.WithErrorHandler[events.TicketCreatedEvent](handleWxWorkNotifyEventError)).
+		Subscribe(handleTicketCreatedNotify)
+	eventbus.
+		Register(eventbus.WithErrorHandler[events.TicketAssignedEvent](handleWxWorkNotifyEventError)).
+		Subscribe(handleTicketAssignedNotify)
+	eventbus.
+		Register(eventbus.WithErrorHandler[events.ConversationAssignedEvent](handleWxWorkNotifyEventError)).
+		Subscribe(handleConversationAssignedNotify)
+}
+
+func handleWxWorkNotifyEventError(ctx context.Context, err error) {
+	slog.Warn("handle wxwork notify event failed", "error", err)
+}
+
+func handleTicketCreatedNotify(ctx context.Context, event events.TicketCreatedEvent) error {
+	if event.TicketID <= 0 {
+		return nil
+	}
+	ticket := services.TicketService.Get(event.TicketID)
+	if ticket == nil {
+		return nil
+	}
+	return services.WxWorkNotifyService.SendTextToAssigneeOrDefault(ticket.CurrentAssigneeID, "工单创建提醒", buildTicketCreatedNotifyBody(ticket))
+}
+
+func handleTicketAssignedNotify(ctx context.Context, event events.TicketAssignedEvent) error {
+	if event.TicketID <= 0 || event.ToUserID <= 0 {
+		return nil
+	}
+	ticket := services.TicketService.Get(event.TicketID)
+	if ticket == nil {
+		return nil
+	}
+	return services.WxWorkNotifyService.SendTextToAssigneeOrDefault(event.ToUserID, "工单指派提醒", buildTicketAssignedNotifyBody(ticket, event.ToUserID, event.Reason))
+}
+
+func handleConversationAssignedNotify(ctx context.Context, event events.ConversationAssignedEvent) error {
+	if event.ConversationID <= 0 || event.ToUserID <= 0 {
+		return nil
+	}
+	conversation := services.ConversationService.Get(event.ConversationID)
+	if conversation == nil {
+		return nil
+	}
+	return services.WxWorkNotifyService.SendTextToAssigneeOrDefault(event.ToUserID, conversationAssignedNotifyTitle(event.AssignType), buildConversationAssignedNotifyBody(conversation, event.ToUserID, event.Reason, event.AssignType))
+}
+
+func conversationAssignedNotifyTitle(assignType string) string {
+	switch strings.TrimSpace(assignType) {
+	case events.ConversationAssignTypeTransfer:
+		return "会话转接提醒"
+	case events.ConversationAssignTypeAutoAssign:
+		return "会话自动分配提醒"
+	default:
+		return "会话分配提醒"
+	}
+}
+
+func buildConversationAssignedNotifyBody(conversation *models.Conversation, assigneeID int64, reason string, assignType string) string {
+	if conversation == nil {
+		return ""
+	}
+	reasonLabel := "分配原因"
+	if strings.TrimSpace(assignType) == events.ConversationAssignTypeTransfer {
+		reasonLabel = "转接原因"
+	}
+	lines := []string{
+		fmt.Sprintf("会话ID: #%d", conversation.ID),
+		fmt.Sprintf("会话主题: %s", defaultIfBlank(conversation.Subject, "-")),
+		fmt.Sprintf("接入渠道: %s", enums.GetExternalSourceLabel(conversation.ExternalSource)),
+		fmt.Sprintf("当前状态: %s", enums.GetIMConversationStatusLabel(conversation.Status)),
+		fmt.Sprintf("处理人: %s", resolveNotifyUserLabel(assigneeID)),
+	}
+	if strings.TrimSpace(reason) != "" {
+		lines = append(lines, fmt.Sprintf("%s: %s", reasonLabel, strings.TrimSpace(reason)))
+	}
+	lines = append(lines, fmt.Sprintf("时间: %s", time.Now().Format("2006-01-02 15:04:05")))
+	return strings.Join(lines, "\n")
+}
+
+func buildTicketCreatedNotifyBody(ticket *models.Ticket) string {
+	if ticket == nil {
+		return ""
+	}
+	lines := []string{
+		fmt.Sprintf("工单号: %s", defaultIfBlank(ticket.TicketNo, fmt.Sprintf("#%d", ticket.ID))),
+		fmt.Sprintf("工单标题: %s", defaultIfBlank(ticket.Title, "-")),
+		fmt.Sprintf("工单来源: %s", defaultIfBlank(string(ticket.Source), "-")),
+		fmt.Sprintf("当前状态: %s", enums.GetTicketStatusLabel(ticket.Status)),
+	}
+	if ticket.CurrentAssigneeID > 0 {
+		lines = append(lines, fmt.Sprintf("处理人: %s", resolveNotifyUserLabel(ticket.CurrentAssigneeID)))
+	}
+	lines = append(lines, fmt.Sprintf("时间: %s", time.Now().Format("2006-01-02 15:04:05")))
+	return strings.Join(lines, "\n")
+}
+
+func buildTicketAssignedNotifyBody(ticket *models.Ticket, assigneeID int64, reason string) string {
+	if ticket == nil {
+		return ""
+	}
+	lines := []string{
+		fmt.Sprintf("工单号: %s", defaultIfBlank(ticket.TicketNo, fmt.Sprintf("#%d", ticket.ID))),
+		fmt.Sprintf("工单标题: %s", defaultIfBlank(ticket.Title, "-")),
+		fmt.Sprintf("当前状态: %s", enums.GetTicketStatusLabel(ticket.Status)),
+		fmt.Sprintf("处理人: %s", resolveNotifyUserLabel(assigneeID)),
+	}
+	if strings.TrimSpace(reason) != "" {
+		lines = append(lines, fmt.Sprintf("指派原因: %s", strings.TrimSpace(reason)))
+	}
+	lines = append(lines, fmt.Sprintf("时间: %s", time.Now().Format("2006-01-02 15:04:05")))
+	return strings.Join(lines, "\n")
+}
+
+func resolveNotifyUserLabel(userID int64) string {
+	if userID <= 0 {
+		return "-"
+	}
+	user := services.UserService.Get(userID)
+	if user == nil {
+		return fmt.Sprintf("用户#%d", userID)
+	}
+	if nickname := strings.TrimSpace(user.Nickname); nickname != "" {
+		return nickname
+	}
+	if username := strings.TrimSpace(user.Username); username != "" {
+		return username
+	}
+	return fmt.Sprintf("用户#%d", userID)
+}
+
+func defaultIfBlank(value, fallback string) string {
+	value = strings.TrimSpace(value)
+	if value != "" {
+		return value
+	}
+	return strings.TrimSpace(fallback)
+}