180 lines
6 KiB
Python
180 lines
6 KiB
Python
"""
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Обработчики создания заявки.
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Поток:
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1. Нажатие "Создать заявку" → переход в waiting_description
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2. Первое сообщение с текстом → сохранение описания, переход в collecting_attachments
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3. Дополнительные сообщения → накопление вложений
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4. Нажатие "Готово" → сохранение заявки в БД, подтверждение
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"""
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import asyncio
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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.keyboards import done_ticket_kb, main_menu_kb
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from bot.states import TicketStates
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from database.queries.ticket_attachments import add_attachment
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from database.queries.tickets import create_ticket
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import external.client as ext
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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 = None
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payload = getattr(att, "payload", None)
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if isinstance(payload, (PhotoAttachmentPayload, OtherAttachmentPayload)):
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url = payload.url
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result.append({"type": str(att_type), "url": url})
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return result
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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
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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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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 event.bot.send_message(
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chat_id=chat_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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@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, _ = 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(
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description=text,
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pending_attachments=attachments,
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)
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await context.set_state(TicketStates.collecting_attachments)
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await event.bot.send_message(
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chat_id=chat_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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@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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@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 event.bot.send_message(
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chat_id=chat_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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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 data.get("pending_attachments", []):
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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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await context.clear()
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await event.answer(notification="Заявка создана!")
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await event.bot.send_message(
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chat_id=chat_id,
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text=(
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f"✅ Заявка №{ticket_id} успешно создана!\n"
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"Наши специалисты свяжутся с вами в ближайшее время."
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),
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attachments=[main_menu_kb()],
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)
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# Fire-and-forget: отправка во внешнюю систему
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loop = asyncio.get_event_loop()
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asyncio.create_task(
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loop.run_in_executor(None, ext.sync_ticket, ticket_id)
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)
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