398 lines
15 KiB
Python
398 lines
15 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.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.send_helper import bot_send
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from bot.states import TicketStates
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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
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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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_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 "🖼 Фото"
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if AttachmentType.VIDEO.value in t:
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return "📹 Видео"
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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 f"🎤 Голосовое ({mins:02d}:{secs:02d})"
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return "🎤 Голосовое"
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if AttachmentType.FILE.value in t:
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fname = att.get("filename")
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return f"📎 {fname}" if fname else "📎 Файл"
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return "📎 Вложение"
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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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"📋 Предпросмотр заявки:",
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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 += ["", "📎 Вложения:"]
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for att in pending_atts:
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lines.append(f" • {_att_label(att)}")
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lines += ["", "Всё верно? Подтвердите или вернитесь к редактированию."]
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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 == "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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await context.set_state(TicketStates.waiting_description)
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await context.set_data({"pending_attachments": []})
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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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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=(
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"📝 Опишите вашу проблему.\n\n"
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"Вы также можете прикрепить файлы, фото или голосовые сообщения.\n"
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"Когда закончите — нажмите кнопку «Готово»."
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),
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attachments=[done_ticket_kb()],
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)
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# ── Шаг 2: первое сообщение с описанием ──────────────────────────────────────
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@router.message_created(states=TicketStates.waiting_description)
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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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attachments = _extract_attachments(event)
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await context.update_data(description=text, pending_attachments=attachments)
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await context.set_state(TicketStates.collecting_attachments)
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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=user_id,
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text=(
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"✏️ Описание принято. Вы можете добавить ещё файлы "
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"или нажмите «Готово» для отправки заявки."
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),
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attachments=[done_ticket_kb()],
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)
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# ── Шаг 3: дополнительные вложения/текст ─────────────────────────────────────
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@router.message_created(states=TicketStates.collecting_attachments)
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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 == "done_ticket",
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states=[TicketStates.waiting_description, TicketStates.collecting_attachments],
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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="Сначала опишите проблему!")
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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="❗ Пожалуйста, сначала напишите описание проблемы.",
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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(TicketStates.confirming)
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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=_preview_text(org_name, description, pending_atts),
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attachments=[confirm_ticket_kb()],
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)
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# ── Шаг 5б: "Продолжить редактирование" ──────────────────────────────────────
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@router.message_callback(
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F.callback.payload == "edit_ticket",
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states=TicketStates.confirming,
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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(TicketStates.collecting_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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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=(
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"✏️ Продолжайте добавлять описание или вложения.\n"
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"Нажмите «Готово» когда будете готовы."
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),
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attachments=[done_ticket_kb()],
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)
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# ── Шаг 5в: "Отменить создание" ──────────────────────────────────────────────
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@router.message_callback(
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F.callback.payload == "cancel_ticket",
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states=TicketStates.confirming,
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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="Создание отменено")
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await context.clear()
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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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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=await build_main_menu_text(bot_user),
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attachments=[main_menu_kb()],
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)
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# ── Шаг 5а: "Подтвердить" → создание ─────────────────────────────────────────
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@router.message_callback(
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F.callback.payload == "confirm_ticket",
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states=TicketStates.confirming,
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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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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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await event.answer(notification="Отправляем заявку…")
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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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att_urls = [a["url"] for a in pending_atts if a.get("url")]
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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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attachment_urls=att_urls 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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# ── Итоговое сообщение ────────────────────────────────────────────────────
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lines = ["✅ Заявка успешно создана!"]
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if intradesk_number:
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lines.append(f"Номер заявки: #{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 += ["", "📎 Вложения:"]
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for att in pending_atts:
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lines.append(f" • {_att_label(att)}")
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lines += ["", "Наши специалисты свяжутся с вами в ближайшее время."]
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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="\n".join(lines),
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)
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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=await build_main_menu_text(bot_user),
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attachments=[main_menu_kb()],
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)
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