529 lines
20 KiB
Python
529 lines
20 KiB
Python
"""
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Обработчики создания заявки.
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Поток:
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1. "Создать заявку" → waiting_description
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2. Первое сообщение → сохранение описания, collecting_attachments
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3. Доп. сообщения → накопление вложений
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4. "Готово" → предпросмотр + кнопки подтверждения, confirming
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5a. "Подтвердить" → сохранение в БД + Intradesk, сообщение с номером, главное меню
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5b. "Продолжить редактирование" → обратно в collecting_attachments
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5c. "Отменить создание" → очистка состояния, главное меню
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"""
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from maxapi.context import BaseContext
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from maxapi.dispatcher import Router
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from maxapi.enums.attachment import AttachmentType
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from maxapi.filters import F
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from maxapi.types.attachments.attachment import (
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OtherAttachmentPayload,
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PhotoAttachmentPayload,
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)
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from maxapi.types.updates.message_callback import MessageCallback
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from maxapi.types.updates.message_created import MessageCreated
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from bot.flow_config import PAYLOADS, TRANSITIONS
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from bot.handlers.menu import build_main_menu_text
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from bot.keyboards import confirm_ticket_kb, done_ticket_kb, main_menu_kb
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from bot.logging_setup import get_logger
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from bot.nav_helper import nav_set
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from bot.send_helper import bot_send
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from bot.texts import MenuTexts, TicketTexts
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from database.connection import get_db
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from database.queries.intradesk import get_intradesk_contact_id_for_phone
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from database.queries.organizations import get_organization
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from database.queries.ticket_attachments import add_attachment
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from database.queries.tickets import create_ticket, set_intradesk_task_id
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from external.intradesk_api import create_intradesk_task, invalidate_client_cache, upload_attachments
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logger = get_logger("bot.handlers.create_ticket")
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router = Router(router_id="create_ticket")
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async def cleanup_ticket_flow(bot, context: BaseContext) -> None:
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"""
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Удалить висящие сообщения незавершённого потока создания заявки.
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Вызывается из любого обработчика, который прерывает этот поток
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(главное меню, список заявок, повторное нажатие «Создать заявку»).
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"""
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from bot.states import TicketStates, CommentStates # avoid circular at module level
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state = await context.get_state()
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creation_states = [
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TicketStates.waiting_description,
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TicketStates.collecting_attachments,
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TicketStates.confirming,
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CommentStates.waiting_text,
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]
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if state not in creation_states:
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return
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data = await context.get_data()
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for mid in (data.get("flow_message_ids") or []):
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try:
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await bot.delete_message(message_id=mid)
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except Exception:
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pass
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await context.clear()
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async def _track_mid(context: BaseContext, mid: str | None) -> None:
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"""Добавить message_id в список сообщений потока создания."""
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if not mid:
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return
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data = await context.get_data()
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ids: list[str] = data.get("flow_message_ids") or []
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ids.append(mid)
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data["flow_message_ids"] = ids
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await context.set_data(data)
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async def _delete_flow_messages(bot, context: BaseContext, extra_mid: str | None = None) -> None:
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"""Удалить все сообщения, накопленные за время потока создания."""
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data = await context.get_data()
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ids: list[str] = list(data.get("flow_message_ids") or [])
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if extra_mid:
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ids.append(extra_mid)
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for mid in ids:
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try:
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await bot.delete_message(message_id=mid)
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except Exception:
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pass # сообщение уже удалено или слишком старое
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_MEDIA_TYPES = {
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AttachmentType.IMAGE,
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AttachmentType.VIDEO,
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AttachmentType.AUDIO,
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AttachmentType.FILE,
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}
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def _extract_attachments(event: MessageCreated) -> list[dict]:
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"""Извлекает метаданные вложений из сообщения."""
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result = []
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body = event.message.body
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if not body or not body.attachments:
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return result
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for att in body.attachments:
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att_type = getattr(att, "type", None)
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if att_type not in _MEDIA_TYPES:
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continue
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url: str | None = None
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filename: str | None = None
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duration: int | None = None
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payload = getattr(att, "payload", None)
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if isinstance(payload, PhotoAttachmentPayload):
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url = payload.url
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elif isinstance(payload, OtherAttachmentPayload):
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url = payload.url
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filename = (
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getattr(payload, "filename", None)
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or getattr(payload, "name", None)
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or getattr(payload, "title", None)
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)
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if att_type == AttachmentType.AUDIO:
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duration = (
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getattr(payload, "duration", None)
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or getattr(payload, "duration_ms", None)
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)
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result.append({"type": str(att_type), "url": url, "filename": filename, "duration": duration})
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return result
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def _att_label(att: dict) -> str:
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"""Человекочитаемое описание вложения для предпросмотра."""
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t = att.get("type", "")
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if AttachmentType.IMAGE.value in t or "PHOTO" in t.upper():
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return TicketTexts.ATT_PHOTO
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if AttachmentType.VIDEO.value in t:
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return TicketTexts.ATT_VIDEO
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if AttachmentType.AUDIO.value in t:
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dur = att.get("duration")
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if dur:
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mins, secs = divmod(int(dur), 60)
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return TicketTexts.ATT_AUDIO_DUR.format(mins=mins, secs=secs)
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return TicketTexts.ATT_AUDIO
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if AttachmentType.FILE.value in t:
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fname = att.get("filename")
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return TicketTexts.ATT_FILE.format(fname=fname) if fname else TicketTexts.ATT_FILE_UNNAMED
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return TicketTexts.ATT_OTHER
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def _preview_text(org_name: str | None, description: str, pending_atts: list[dict]) -> str:
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"""Формирует текст предпросмотра заявки."""
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task_name = org_name or description[:80]
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lines = [
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TicketTexts.PREVIEW_HEADER,
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"",
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f"📄 {task_name}",
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"",
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description[:500] + ("…" if len(description) > 500 else ""),
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]
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if pending_atts:
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lines += ["", TicketTexts.PREVIEW_ATTACHMENTS_HEADER]
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for att in pending_atts:
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lines.append(f" • {_att_label(att)}")
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lines += ["", TicketTexts.PREVIEW_CONFIRM_PROMPT]
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return "\n".join(lines)
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# ── Шаг 1: начало создания ────────────────────────────────────────────────────
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@router.message_callback(F.callback.payload == PAYLOADS.CREATE_TICKET)
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async def cb_create_ticket(
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event: MessageCallback, context: BaseContext, bot_user: dict
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) -> None:
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# Зачищаем предыдущий незавершённый поток, если был
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await cleanup_ticket_flow(event.bot, context)
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await context.set_state(TRANSITIONS["ticket:start"])
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await context.set_data({"pending_attachments": [], "flow_message_ids": []})
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logger.info("📝 create_ticket started | user_id=%s", bot_user["max_user_id"])
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await event.answer(notification="")
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chat_id = event.message.recipient.chat_id if event.message else None
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if chat_id is None:
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return
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mid = await bot_send(
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event.bot,
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chat_id=chat_id,
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user_id=bot_user["max_user_id"],
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text=TicketTexts.ENTER_DESCRIPTION,
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attachments=[done_ticket_kb()],
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)
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await _track_mid(context, mid)
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# ── Шаг 2: первое сообщение с описанием ──────────────────────────────────────
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@router.message_created(states=TRANSITIONS["ticket:start"])
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async def on_ticket_description(
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event: MessageCreated, context: BaseContext
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) -> None:
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chat_id, user_id = event.get_ids()
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if chat_id is None:
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return
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body = event.message.body
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text = (body.text or "").strip() if body else ""
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new_atts = _extract_attachments(event)
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if not text:
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if not new_atts:
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# Стикер/локация/etc — просим написать описание
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mid = await bot_send(
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event.bot,
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chat_id=chat_id,
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user_id=user_id,
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text=TicketTexts.NEED_TEXT,
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attachments=[done_ticket_kb()],
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)
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await _track_mid(context, mid)
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return
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# Файл без текста — сохраняем, остаёмся в waiting_description, просим текст
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data = await context.get_data()
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existing = data.get("pending_attachments") or []
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existing.extend(new_atts)
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await context.update_data(pending_attachments=existing)
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mid = await bot_send(
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event.bot,
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chat_id=chat_id,
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user_id=user_id,
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text=TicketTexts.FILE_RECEIVED_NEED_TEXT,
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attachments=[done_ticket_kb()],
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)
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await _track_mid(context, mid)
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return
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# Есть текст — объединяем с ранее добавленными вложениями
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data = await context.get_data()
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existing_atts = data.get("pending_attachments") or []
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existing_atts.extend(new_atts)
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await context.update_data(description=text, pending_attachments=existing_atts)
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await context.set_state(TRANSITIONS["ticket:description_ok"])
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mid = await bot_send(
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event.bot,
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chat_id=chat_id,
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user_id=user_id,
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text=TicketTexts.DESCRIPTION_ACCEPTED,
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attachments=[done_ticket_kb()],
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)
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await _track_mid(context, mid)
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# ── Шаг 3: дополнительные вложения/текст ─────────────────────────────────────
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@router.message_created(states=TRANSITIONS["ticket:description_ok"])
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async def on_ticket_attachment(
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event: MessageCreated, context: BaseContext
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) -> None:
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data = await context.get_data()
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body = event.message.body
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extra_text = (body.text or "").strip() if body else ""
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new_atts = _extract_attachments(event)
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if extra_text:
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current = data.get("description", "")
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data["description"] = (current + "\n" + extra_text).strip()
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pending = data.get("pending_attachments", [])
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pending.extend(new_atts)
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data["pending_attachments"] = pending
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await context.set_data(data)
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# ── Шаг 4: "Готово" → предпросмотр ───────────────────────────────────────────
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@router.message_callback(
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F.callback.payload == PAYLOADS.DONE_TICKET,
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states=[TRANSITIONS["ticket:start"], TRANSITIONS["ticket:description_ok"]],
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)
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async def cb_done_ticket(
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event: MessageCallback, context: BaseContext, bot_user: dict
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) -> None:
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data = await context.get_data()
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description = (data.get("description") or "").strip()
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chat_id = event.message.recipient.chat_id if event.message else None
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if chat_id is None:
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return
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if not description:
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await event.answer(notification=TicketTexts.PREVIEW_NEED_TEXT_NOTIF)
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await bot_send(
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event.bot,
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chat_id=chat_id,
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user_id=bot_user["max_user_id"],
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text=TicketTexts.PREVIEW_NEED_TEXT,
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attachments=[done_ticket_kb()],
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)
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return
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await event.answer(notification="")
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pending_atts = data.get("pending_attachments", [])
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org = await get_organization(bot_user["org_id"])
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org_name = org["name"] if org else None
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await context.set_state(TRANSITIONS["ticket:preview"])
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mid = await bot_send(
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event.bot,
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chat_id=chat_id,
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user_id=bot_user["max_user_id"],
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text=_preview_text(org_name, description, pending_atts),
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attachments=[confirm_ticket_kb()],
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)
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await _track_mid(context, mid)
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# ── Шаг 5б: "Продолжить редактирование" ──────────────────────────────────────
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@router.message_callback(
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F.callback.payload == PAYLOADS.EDIT_TICKET,
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states=TRANSITIONS["ticket:preview"],
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)
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async def cb_edit_ticket(
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event: MessageCallback, context: BaseContext, bot_user: dict
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) -> None:
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await event.answer(notification="")
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await context.set_state(TRANSITIONS["ticket:edit"])
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chat_id = event.message.recipient.chat_id if event.message else None
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if chat_id is None:
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return
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mid = await bot_send(
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event.bot,
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chat_id=chat_id,
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user_id=bot_user["max_user_id"],
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text=TicketTexts.CONTINUE_EDITING,
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attachments=[done_ticket_kb()],
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)
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await _track_mid(context, mid)
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# ── Шаг 5в: "Отменить создание" ──────────────────────────────────────────────
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@router.message_callback(
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F.callback.payload == PAYLOADS.CANCEL_TICKET,
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states=[
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TRANSITIONS["ticket:start"],
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TRANSITIONS["ticket:description_ok"],
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TRANSITIONS["ticket:preview"],
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],
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)
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async def cb_cancel_ticket(
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event: MessageCallback, context: BaseContext, bot_user: dict
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) -> None:
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await event.answer(notification=TicketTexts.CANCEL_NOTIF)
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chat_id = event.message.recipient.chat_id if event.message else None
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if chat_id is None:
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return
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# Удаляем все сообщения потока + текущее сообщение с кнопками
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callback_mid = event.message.body.mid if (event.message and event.message.body) else None
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await _delete_flow_messages(event.bot, context, extra_mid=callback_mid)
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await context.clear()
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loading_mid = await bot_send(
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event.bot,
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chat_id=chat_id,
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user_id=bot_user["max_user_id"],
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text=MenuTexts.LOADING,
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)
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menu_text = await build_main_menu_text(bot_user)
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edited = False
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if loading_mid:
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try:
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await event.bot.edit_message(
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message_id=loading_mid,
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text=menu_text,
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attachments=[main_menu_kb()],
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)
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edited = True
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await nav_set(context, loading_mid)
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except Exception:
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pass
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if not edited:
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mid = await bot_send(
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event.bot,
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chat_id=chat_id,
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user_id=bot_user["max_user_id"],
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text=menu_text,
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attachments=[main_menu_kb()],
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)
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await nav_set(context, mid)
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# ── Шаг 5а: "Подтвердить" → создание ─────────────────────────────────────────
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@router.message_callback(
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F.callback.payload == PAYLOADS.CONFIRM_TICKET,
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states=TRANSITIONS["ticket:preview"],
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)
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async def cb_confirm_ticket(
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event: MessageCallback, context: BaseContext, bot_user: dict
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) -> None:
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# Защита от двойного нажатия: читаем данные и сбрасываем состояние атомарно.
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# Повторный tap уже не пройдёт фильтр states=confirming.
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data = await context.get_data()
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# Удаляем все сообщения потока + текущее (предпросмотр с кнопками)
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callback_mid = event.message.body.mid if (event.message and event.message.body) else None
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await _delete_flow_messages(event.bot, context, extra_mid=callback_mid)
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await context.clear()
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description = (data.get("description") or "").strip()
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pending_atts = data.get("pending_attachments", [])
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chat_id = event.message.recipient.chat_id if event.message else None
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if chat_id is None:
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return
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loading_mid = await bot_send(
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event.bot,
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chat_id=chat_id,
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user_id=bot_user["max_user_id"],
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text=TicketTexts.SENDING,
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)
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# ── Загружаем вложения в Intradesk ────────────────────────────────────────
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if pending_atts:
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pending_atts = await upload_attachments(pending_atts, task_id=0, target="Description")
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# ── Данные организации ────────────────────────────────────────────────────
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org = await get_organization(bot_user["org_id"])
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org_name = org["name"] if org else None
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intradesk_id: int | None = org.get("intradesk_id") if org else None
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contact_person_id: int | None = None
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if intradesk_id and bot_user.get("phone"):
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db = get_db()
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contact_person_id = await get_intradesk_contact_id_for_phone(
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db, intradesk_id, bot_user["phone"]
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)
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# ── Сохраняем локально ────────────────────────────────────────────────────
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ticket_id = await create_ticket(
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org_id=bot_user["org_id"],
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created_by=bot_user["id"],
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description=description,
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)
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for att in pending_atts:
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await add_attachment(
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ticket_id=ticket_id,
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attachment_type=att["type"],
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attachment_url=att.get("url"),
|
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)
|
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logger.info(
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"✅ ticket created | ticket_id=%s user_id=%s org_id=%s attachments=%s",
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ticket_id, bot_user["max_user_id"], bot_user["org_id"], len(pending_atts),
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)
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# ── Отправка в Intradesk (ждём, чтобы получить номер) ────────────────────
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task_name = org_name or description[:150]
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intradesk_result = await create_intradesk_task(
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name=task_name,
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description=description,
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client_intradesk_id=intradesk_id,
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contact_person_id=contact_person_id,
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attachments=pending_atts or None,
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)
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intradesk_number: int | None = None
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if intradesk_result:
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iid = (
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intradesk_result.get("id") or intradesk_result.get("Id")
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or intradesk_result.get("ID")
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)
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intradesk_number = (
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intradesk_result.get("tasknumber") or intradesk_result.get("number")
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or intradesk_result.get("Number") or intradesk_result.get("TaskNumber")
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)
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if iid:
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await set_intradesk_task_id(ticket_id, int(iid))
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logger.info(
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"Intradesk task created: id=%s number=%s for ticket_id=%s",
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iid, intradesk_number, ticket_id,
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)
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if intradesk_id:
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invalidate_client_cache(intradesk_id)
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# ── Итоговое сообщение ────────────────────────────────────────────────────
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lines = [TicketTexts.CREATED]
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if intradesk_number:
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lines.append(TicketTexts.CREATED_NUMBER.format(number=intradesk_number))
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lines += ["", f"📄 {task_name}", ""]
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lines.append(description[:500] + ("…" if len(description) > 500 else ""))
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if pending_atts:
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lines += ["", TicketTexts.PREVIEW_ATTACHMENTS_HEADER]
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for att in pending_atts:
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lines.append(f" • {_att_label(att)}")
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lines += ["", TicketTexts.CREATED_CONTACT]
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final_text = "\n".join(lines)
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edited = False
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if loading_mid:
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try:
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await event.bot.edit_message(
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message_id=loading_mid,
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text=final_text,
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attachments=[main_menu_kb()],
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)
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edited = True
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await nav_set(context, loading_mid)
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except Exception:
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pass
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if not edited:
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mid = await bot_send(
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event.bot,
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chat_id=chat_id,
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user_id=bot_user["max_user_id"],
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text=final_text,
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attachments=[main_menu_kb()],
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)
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await nav_set(context, mid)
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