378 lines
14 KiB
Python
378 lines
14 KiB
Python
"""
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Обработчики просмотра заявок (Intradesk API).
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Заявки загружаются из Intradesk API по нажатию кнопки — только незакрытые.
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Навигация через callback payload:
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"view_tickets" → список, страница 0
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"itickets_page:{n}" → список, страница n
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"iticket_detail:{id}" → карточка задачи (из кэша в context)
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"main_menu" → в menu.py
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"""
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from __future__ import annotations
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import re
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import time
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from maxapi.context import BaseContext
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from maxapi.dispatcher import Router
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from maxapi.filters import F
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from maxapi.types.updates.message_callback import MessageCallback
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from bot.filters import PayloadStartsWith
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from bot.keyboards import iticket_detail_kb, main_menu_kb, menu_only_kb
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from bot.send_helper import bot_reply, bot_send
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from bot.states import CommentStates
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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 external.intradesk_api import add_task_comment, get_client_open_tasks, get_task_last_comment
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router = Router(router_id="view_tickets")
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_PAGE_SIZE = 5
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def _status_icon(status_name: str) -> str:
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sn = status_name.lower()
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if "выполнен" in sn or "закрыт" in sn:
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return "🟢"
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if "работ" in sn:
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return "🟡"
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if "открыт" in sn:
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return "🔴"
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return "⚪"
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def _fmt_date(iso: str) -> str:
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"""'2026-03-26T09:57:11Z' → '26.03.2026 09:57'"""
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if not iso or len(iso) < 10:
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return iso or "—"
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y, m, d = iso[:10].split("-")
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# iso может быть "2026-03-26T09:57:11Z" или "2026-03-26 09:57"
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time_part = iso[11:16] if len(iso) >= 16 else ""
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return f"{d}.{m}.{y}" + (f" {time_part}" if time_part else "")
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def _fmt_date_short(iso: str) -> str:
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"""'2026-03-26 11:54' → '26.03 11:54'"""
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if not iso or len(iso) < 10:
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return iso or ""
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y, m, d = iso[:10].split("-")
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time_part = iso[11:16] if len(iso) >= 16 else ""
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return f"{d}.{m}" + (f" {time_part}" if time_part else "")
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def _build_tasks_text(tasks: list[dict], page: int, total: int) -> str:
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pages = max(1, -(-total // _PAGE_SIZE))
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lines = [f"📋 Активные заявки (всего: {total}) — стр. {page + 1}/{pages}"]
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for t in tasks:
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icon = _status_icon(t.get("status_name") or "")
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num = t.get("task_number") or t.get("id") or "?"
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name = (t.get("name") or "—")[:60]
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created = _fmt_date(t.get("created_at") or "")
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status = t.get("status_name") or "—"
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lines += [
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"",
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"─" * 20,
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f"📌 №{num} · {created}",
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f"{name}",
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f"{icon} {status}",
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]
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comment = t.get("last_comment")
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if comment and comment.get("text"):
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ctext = comment["text"][:80] + ("…" if len(comment["text"]) > 80 else "")
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author_short = (comment.get("author") or "—").split()[0]
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cdate = _fmt_date_short(comment.get("date") or "")
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lines.append(f'💬 "{ctext}" — {author_short} ({cdate})')
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else:
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lines.append("💬 Нет комментариев")
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return "\n".join(lines)
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async def _load_and_show(
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event: MessageCallback,
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bot_user: dict,
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page: int,
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context: BaseContext,
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) -> None:
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"""
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Загрузить страницу заявок из API и показать.
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Сразу редактирует сообщение на «⏳ Загрузка...», затем делает запрос к API.
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Перед рендером проверяет load_token — если пользователь успел уйти
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в другой флоу, контекст изменится и мы тихо выходим.
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"""
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org_id = bot_user.get("org_id")
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intradesk_client_id: int | None = None
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if org_id:
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org = await get_organization(org_id)
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intradesk_client_id = org.get("intradesk_id") if org else None
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# Уникальный токен для этого запроса
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token = str(time.monotonic_ns())
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mid = event.message.body.mid if (event.message and event.message.body) else None
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chat_id = event.message.recipient.chat_id if event.message else None
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# Записываем токен в контекст и сразу показываем загрузку
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await context.set_data({"load_token": token})
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await bot_reply(
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event,
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text="⏳ Загружаем список заявок...",
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attachments=None,
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user_id=bot_user["max_user_id"],
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chat_id=chat_id,
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)
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if not intradesk_client_id:
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# Проверяем токен перед рендером
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data = await context.get_data()
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if data.get("load_token") != token:
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return
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await _edit_or_send(event.bot, mid, chat_id,
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text="⚠️ Ваша организация не привязана к Intradesk. Обратитесь к администратору.",
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attachments=[menu_only_kb()])
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return
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# Запрос к API
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result = await get_client_open_tasks(intradesk_client_id, page=page, page_size=_PAGE_SIZE)
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tasks = result["tasks"]
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total = result["total"]
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# Проверяем токен — не ушёл ли пользователь пока грузили
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data = await context.get_data()
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if data.get("load_token") != token:
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return # Пользователь уже в другом флоу — не трогаем его экран
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# Сохраняем задачи в контексте для детального просмотра
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await context.set_data({"tasks": tasks, "page": page, "total": total})
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if not tasks:
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await _edit_or_send(event.bot, mid, chat_id,
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text="📭 Активных заявок нет.",
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attachments=[menu_only_kb()])
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return
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from bot.keyboards import intradesk_tasks_list_kb
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text = _build_tasks_text(tasks, page, total)
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kb = intradesk_tasks_list_kb(tasks, page=page, total=total, page_size=_PAGE_SIZE)
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await _edit_or_send(event.bot, mid, chat_id, text=text, attachments=[kb])
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async def _edit_or_send(bot, mid: str | None, chat_id: int | None, *, text: str, attachments) -> None:
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"""Редактировать сообщение по mid или отправить новое если mid недоступен."""
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if mid:
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try:
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await bot.edit_message(
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message_id=mid,
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text=text,
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attachments=attachments if attachments is not None else [],
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)
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return
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except Exception:
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pass
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if chat_id:
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await bot.send_message(chat_id=chat_id, text=text, attachments=attachments or [])
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@router.message_callback(F.callback.payload == "view_tickets")
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async def cb_view_tickets(
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event: MessageCallback, context: BaseContext, bot_user: dict
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) -> None:
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from bot.handlers.create_ticket import cleanup_ticket_flow
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await cleanup_ticket_flow(event.bot, context)
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await event.answer(notification="")
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await _load_and_show(event, bot_user, page=0, context=context)
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@router.message_callback(PayloadStartsWith("itickets_page:"))
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async def cb_itickets_page(
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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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try:
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page = int(event.callback.payload.split(":")[1])
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except (IndexError, ValueError):
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page = 0
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await _load_and_show(event, bot_user, page=page, context=context)
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@router.message_callback(PayloadStartsWith("iticket_detail:"))
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async def cb_iticket_detail(
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event: MessageCallback, context: BaseContext, bot_user: dict
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) -> None:
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try:
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task_id = int(event.callback.payload.split(":")[1])
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except (IndexError, ValueError):
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await event.answer(notification="Ошибка")
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return
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await event.answer(notification="")
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# Ищем задачу в кэше контекста (загружена при показе списка)
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data = await context.get_data()
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task = next((t for t in (data.get("tasks") or []) if t.get("id") == task_id), None)
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if task is None:
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await bot_reply(
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event,
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text="⚠️ Заявка не найдена. Вернитесь к списку.",
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attachments=[iticket_detail_kb()],
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user_id=bot_user["max_user_id"],
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chat_id=event.message.recipient.chat_id if event.message else None,
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)
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return
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icon = _status_icon(task.get("status_name") or "")
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num = task.get("task_number") or task["id"]
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lines = [
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f"📌 Заявка #{num}",
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f"Статус: {icon} {task.get('status_name') or '—'}",
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f"Создана: {_fmt_date(task.get('created_at') or '')}",
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f"Обновлена: {_fmt_date(task.get('updated_at') or '')}",
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]
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if task.get("name"):
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lines += ["", f"📄 {task['name']}"]
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# Последний комментарий — отдельный запрос к history API
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comment = await get_task_last_comment(task["id"])
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if comment and comment.get("text"):
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ctext = comment["text"]
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if len(ctext) > 500:
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ctext = ctext[:500] + "…"
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lines += [
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"",
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f"💭 Последний комментарий ({comment['date']}):",
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f" {ctext}",
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f" — {comment['author']}",
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]
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await bot_reply(
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event,
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text="\n".join(lines),
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attachments=[iticket_detail_kb(task_id=task["id"])],
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user_id=bot_user["max_user_id"],
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chat_id=event.message.recipient.chat_id if event.message else None,
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)
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# ── Оставить комментарий ──────────────────────────────────────────────────────
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@router.message_callback(PayloadStartsWith("iticket_comment:"))
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async def cb_add_comment(
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event: MessageCallback, context: BaseContext, bot_user: dict
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) -> None:
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try:
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task_id = int(event.callback.payload.split(":")[1])
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except (IndexError, ValueError):
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await event.answer(notification="Ошибка")
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return
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await event.answer(notification="")
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# Ищем task_number в кэше контекста
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data = await context.get_data()
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task = next((t for t in (data.get("tasks") or []) if t.get("id") == task_id), None)
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task_number = task.get("task_number") if task else None
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await context.set_state(CommentStates.waiting_text)
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await context.set_data({
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"comment_task_id": task_id,
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"comment_task_number": task_number,
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"flow_message_ids": [],
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})
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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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num_str = f" к заявке #{task_number}" if task_number else ""
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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=(
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f"💬 Напишите комментарий{num_str}:\n\n"
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"Для отмены нажмите «🏠 Главное меню»."
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),
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attachments=[menu_only_kb()],
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)
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# Сохраняем mid для возможной очистки
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if mid:
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d = await context.get_data()
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d["flow_message_ids"] = [mid]
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await context.set_data(d)
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@router.message_created(states=CommentStates.waiting_text)
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async def on_comment_text(
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event: MessageCreated, context: BaseContext, bot_user: dict
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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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if not text:
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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="❗ Комментарий не может быть пустым. Напишите текст:",
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attachments=[menu_only_kb()],
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)
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return
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data = await context.get_data()
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task_number = data.get("comment_task_number")
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# Сбрасываем состояние до отправки API — защита от повторов
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await context.clear()
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# Получаем contact_person_id
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contact_person_id: int | None = None
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if bot_user.get("phone") and bot_user.get("org_id"):
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org = await get_organization(bot_user["org_id"])
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intradesk_id = org.get("intradesk_id") if org else None
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if intradesk_id:
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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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ok = await add_task_comment(
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task_number=task_number,
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text=text,
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contact_person_id=contact_person_id,
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)
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from bot.handlers.menu import build_main_menu_text
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if ok:
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num_str = f" к заявке #{task_number}" if task_number else ""
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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=f"✅ Комментарий{num_str} успешно отправлен!",
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)
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else:
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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="⚠️ Не удалось отправить комментарий. Попробуйте позже.",
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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=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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