微信企业机器人创建
This commit is contained in:
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import { Inject, Injectable, Logger } from '@nestjs/common';
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import {
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SUPPORT_TICKET_STATUS_LABELS,
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SUPPORT_TICKET_TYPE_LABELS,
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TICKET_TYPE_LABELS,
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type AfterSaleTicketType,
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type SupportTicketTypeDto,
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} from '@dukang/shared-types';
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import { PrismaService } from '../../common/prisma/prisma.module';
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import { TicketService } from '../../modules/common/ticket.service';
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import { SupportTicketService } from '../../modules/common/support-ticket.service';
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import { SMS_PROVIDER } from '../integrations.constants';
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import type { ISmsProvider } from '../sms/sms.interface';
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import type { WecomBotRuntimeConfig } from './wecom-bot.types';
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import { wecomBotHasPermission } from './wecom-bot.types';
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import { WecomBotSessionService } from './wecom-bot-session.service';
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import { searchHandbook } from './wecom-handbook';
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const SMS_SCENE = 'WECOM_USER_VIEW';
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const PHONE_RE = /^1\d{10}$/;
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const TICKET_TYPE_ALIASES: Record<string, AfterSaleTicketType> = {
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仅退款: 'REFUND',
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退款: 'REFUND',
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refund: 'REFUND',
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破损补发: 'RESHIPMENT',
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补发: 'RESHIPMENT',
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reshipment: 'RESHIPMENT',
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破损退货: 'DAMAGE_RETURN',
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退货: 'DAMAGE_RETURN',
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damage_return: 'DAMAGE_RETURN',
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退货退款: 'RETURN_REFUND',
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return_refund: 'RETURN_REFUND',
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};
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const SUPPORT_TYPE_ALIASES: Record<string, SupportTicketTypeDto> = {
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bug: 'BUG',
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BUG: 'BUG',
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缺陷: 'BUG',
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建议: 'SUGGESTION',
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suggestion: 'SUGGESTION',
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其他: 'OTHER',
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other: 'OTHER',
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};
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@Injectable()
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export class WecomBotActionsService {
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private readonly logger = new Logger(WecomBotActionsService.name);
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constructor(
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private readonly prisma: PrismaService,
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private readonly ticketService: TicketService,
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private readonly supportTicketService: SupportTicketService,
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private readonly session: WecomBotSessionService,
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@Inject(SMS_PROVIDER) private readonly sms: ISmsProvider,
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) {}
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buildHelp(bot: WecomBotRuntimeConfig): string {
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const lines = [`**${bot.name}**`, '', '通用：`帮助` · `状态`', ''];
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if (wecomBotHasPermission(bot, 'ticket.create')) {
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lines.push(
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'**售后工单**',
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'`工单 <订单号> <类型> [备注]`',
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'类型：仅退款 / 破损补发 / 破损退货 / 退货退款',
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'例：`工单 DK123 仅退款 用户要求退款`',
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'',
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);
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}
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if (wecomBotHasPermission(bot, 'user.view_sms')) {
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lines.push(
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'**查用户（需短信验证）**',
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'`查用户 <手机号>` → 向该手机发验证码',
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'`验证 <验证码>` → 验证通过后展示用户摘要',
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'',
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);
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}
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if (wecomBotHasPermission(bot, 'delivery.view')) {
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lines.push('**查快递**', '`快递 <订单号|运单号>`', '');
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}
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if (wecomBotHasPermission(bot, 'support_ticket.create')) {
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lines.push(
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'**技术支持提单**',
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'`提单 <BUG|建议|其他> <标题> [| 详情]`',
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'例：`提单 BUG 支付回调偶发失败 | 订单号xxx`',
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'',
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);
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}
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if (wecomBotHasPermission(bot, 'support_ticket.progress')) {
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lines.push('**开发进度**', '`进度` 最近工单 · `进度 <工单号>` 详情', '');
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}
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if (wecomBotHasPermission(bot, 'handbook.query')) {
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lines.push(
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'**使用手册**',
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'`手册` 目录 · `手册 <关键词>` 如：开城、核销、订单、财务',
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'',
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);
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}
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lines.push(`当前权限：${bot.permissions.join(', ') || '无'}`);
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return lines.join('\n');
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}
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async handleCommand(
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bot: WecomBotRuntimeConfig,
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wecomUserId: string,
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text: string,
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): Promise<string> {
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const content = text.trim();
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if (!content) return this.buildHelp(bot);
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// 查用户 / 验证
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if (/^(查用户|用户)\s+/i.test(content)) {
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this.requirePerm(bot, 'user.view_sms');
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const phone = content.replace(/^(查用户|用户)\s+/i, '').trim();
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return this.startUserView(bot, wecomUserId, phone);
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}
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if (/^(验证|verify)\s+/i.test(content)) {
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this.requirePerm(bot, 'user.view_sms');
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const code = content.replace(/^(验证|verify)\s+/i, '').trim();
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return this.verifyUserView(bot, wecomUserId, code);
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}
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// 快递
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if (/^(快递|配送|物流)\s+/i.test(content)) {
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this.requirePerm(bot, 'delivery.view');
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const q = content.replace(/^(快递|配送|物流)\s+/i, '').trim();
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return this.lookupDelivery(q);
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}
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// 售后工单
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if (/^(工单|创建工单)\s+/i.test(content)) {
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this.requirePerm(bot, 'ticket.create');
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return this.createAfterSaleTicket(content.replace(/^(工单|创建工单)\s+/i, '').trim(), wecomUserId);
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}
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// 技术支持提单
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if (/^(提单|技术支持)\s+/i.test(content)) {
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this.requirePerm(bot, 'support_ticket.create');
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return this.createSupportTicket(content.replace(/^(提单|技术支持)\s+/i, '').trim(), wecomUserId);
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}
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// 进度
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if (/^(进度|开发进度)/i.test(content)) {
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this.requirePerm(bot, 'support_ticket.progress');
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const rest = content.replace(/^(进度|开发进度)\s*/i, '').trim();
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return this.supportProgress(rest);
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}
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// 手册
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if (/^(手册|帮助文档|文档)/i.test(content)) {
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this.requirePerm(bot, 'handbook.query');
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const q = content.replace(/^(手册|帮助文档|文档)\s*/i, '').trim();
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return this.queryHandbook(q);
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}
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// 自然语言手册（仅团队助手有 handbook 权限时）
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if (wecomBotHasPermission(bot, 'handbook.query') && content.length >= 2) {
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const hit = searchHandbook(content, 1);
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if (hit.length) {
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return formatHandbook(hit);
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}
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}
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return `未识别指令。\n\n${this.buildHelp(bot)}`;
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}
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private requirePerm(bot: WecomBotRuntimeConfig, perm: Parameters<typeof wecomBotHasPermission>[1]) {
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if (!wecomBotHasPermission(bot, perm)) {
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throw new Error(`当前机器人无权限：${perm}`);
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}
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}
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private async startUserView(bot: WecomBotRuntimeConfig, wecomUserId: string, phone: string) {
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if (!PHONE_RE.test(phone)) return '请输入 11 位手机号，例如：`查用户 13800138000`';
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const user = await this.prisma.user.findFirst({
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where: { phone },
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select: { id: true, userNo: true, phone: true },
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});
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if (!user) return `未找到手机号 ${phone} 对应的用户`;
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await this.session.setPendingPhone(bot.key, wecomUserId, phone);
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await this.sms.send(phone, SMS_SCENE);
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return [
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`已向 **${maskPhone(phone)}** 发送验证码（用户 ${user.userNo}）。`,
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'请回复：`验证 123456`',
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'验证码约 3 分钟有效。',
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].join('\n');
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}
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private async verifyUserView(bot: WecomBotRuntimeConfig, wecomUserId: string, code: string) {
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const sess = await this.session.get(bot.key, wecomUserId);
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if (!sess?.phone) return '请先发送：`查用户 <手机号>`';
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if (!code) return '请提供验证码，例如：`验证 123456`';
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try {
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await this.sms.verify(sess.phone, code, SMS_SCENE);
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} catch {
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return '验证码错误或已过期，请重新 `查用户`';
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}
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const user = await this.prisma.user.findFirst({
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where: { phone: sess.phone },
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select: {
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id: true,
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userNo: true,
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phone: true,
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nickname: true,
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status: true,
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phoneVerifiedAt: true,
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createdAt: true,
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_count: { select: { orders: true } },
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},
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});
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if (!user) return '用户不存在';
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await this.session.markVerified(bot.key, wecomUserId, sess.phone, user.id.toString());
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const coupons = await this.prisma.benefitCoupon.aggregate({
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where: { userId: user.id, status: 'ACTIVE' },
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_sum: { balance: true },
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});
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return [
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'**用户摘要**（短信验证已通过）',
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`- 用户号：${user.userNo}`,
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`- 昵称：${user.nickname || '—'}`,
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`- 手机：${user.phone}`,
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`- 手机已验：${user.phoneVerifiedAt ? '是' : '否'}`,
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`- 状态：${user.status}`,
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`- 订单数：${user._count.orders}`,
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`- 权益余额：¥${Number(coupons._sum.balance ?? 0).toFixed(2)}`,
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`- 注册：${user.createdAt.toISOString().slice(0, 19).replace('T', ' ')}`,
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].join('\n');
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}
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private async lookupDelivery(q: string) {
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if (!q) return '请提供订单号或运单号，例如：`快递 DK123`';
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const byOrder = await this.prisma.orderDelivery.findMany({
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where: { order: { orderNo: { contains: q } } },
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take: 5,
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orderBy: { updatedAt: 'desc' },
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include: {
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order: {
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select: {
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orderNo: true,
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status: true,
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receiverName: true,
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receiverPhone: true,
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deliveryType: true,
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productName: true,
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},
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},
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},
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});
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const byTrack =
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byOrder.length > 0
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? []
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: await this.prisma.orderDelivery.findMany({
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where: { trackingNo: { contains: q } },
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take: 5,
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orderBy: { updatedAt: 'desc' },
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include: {
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order: {
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select: {
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orderNo: true,
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status: true,
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receiverName: true,
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receiverPhone: true,
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deliveryType: true,
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productName: true,
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},
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},
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},
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});
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const rows = byOrder.length ? byOrder : byTrack;
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if (!rows.length) return `未找到与「${q}」匹配的配送单`;
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return rows
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.map((d, i) => {
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const o = d.order;
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return [
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`**配送 ${i + 1}**`,
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`- 订单：${o.orderNo}（${o.status}）`,
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`- 商品：${o.productName}`,
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`- 类型：${o.deliveryType}`,
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`- 承运：${d.provider}`,
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`- 运单：${d.trackingNo || '—'}`,
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`- 第三方单号：${d.providerOrderNo || '—'}`,
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`- 收货：${o.receiverName} ${maskPhone(o.receiverPhone || '')}`,
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].join('\n');
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})
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.join('\n\n');
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}
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private async createAfterSaleTicket(rest: string, wecomUserId: string) {
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// 订单号 类型 备注
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const parts = rest.split(/\s+/).filter(Boolean);
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if (parts.length < 2) {
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return '格式：`工单 <订单号> <类型> [备注]`\n类型：仅退款 / 破损补发 / 破损退货 / 退货退款';
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}
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const orderNo = parts[0];
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const typeRaw = parts[1];
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const remark = parts.slice(2).join(' ') || `企微客服创建 by ${wecomUserId}`;
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const ticketType = TICKET_TYPE_ALIASES[typeRaw] || TICKET_TYPE_ALIASES[typeRaw.toLowerCase()];
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if (!ticketType) {
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return `未知类型「${typeRaw}」。可用：仅退款 / 破损补发 / 破损退货 / 退货退款`;
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}
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const order = await this.prisma.order.findFirst({ where: { orderNo } });
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if (!order) return `订单不存在：${orderNo}`;
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if (order.status === 'PENDING_PAY' || order.status === 'CANCELLED') {
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return '当前订单状态不可创建售后工单';
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}
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const pending = await this.prisma.commonTicket.findFirst({
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where: {
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ticketType: ticketType as never,
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refType: 'ORDER',
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refId: order.id,
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status: { in: ['PENDING', 'OPEN'] },
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},
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});
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if (pending) return `该类型工单已在处理中：${pending.ticketNo}`;
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const ticket = await this.ticketService.create({
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ticketType,
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refType: 'ORDER',
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refId: order.id.toString(),
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remark: `${remark} [wecom:${wecomUserId}]`,
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});
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return [
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'**售后工单已创建**',
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`- 工单号：${ticket.ticketNo}`,
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`- 类型：${TICKET_TYPE_LABELS[ticketType]}`,
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`- 订单：${orderNo}`,
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`- 状态：${ticket.status}`,
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].join('\n');
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}
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private async createSupportTicket(rest: string, wecomUserId: string) {
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const m = rest.match(/^(\S+)\s+(.+)$/);
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if (!m) return '格式：`提单 <BUG|建议|其他> <标题> [| 详情]`';
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const typeRaw = m[1];
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const restTitle = m[2];
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const ticketType =
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SUPPORT_TYPE_ALIASES[typeRaw] || SUPPORT_TYPE_ALIASES[typeRaw.toLowerCase()];
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if (!ticketType) return '类型请使用：BUG / 建议 / 其他';
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const [titlePart, ...contentParts] = restTitle.split('|');
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const title = titlePart.trim();
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const content = contentParts.join('|').trim();
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if (!title) return '请填写标题';
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const creator = await this.resolveCreator(wecomUserId);
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const ticket = await this.supportTicketService.create(
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{
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ticketType,
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title,
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content: content || undefined,
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remark: `企微技术支持机器人`,
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},
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creator,
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);
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return [
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'**技术支持工单已创建**',
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`- 工单号：${ticket.ticketNo}`,
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`- 类型：${SUPPORT_TICKET_TYPE_LABELS[ticketType]}`,
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`- 状态：${SUPPORT_TICKET_STATUS_LABELS[ticket.status as keyof typeof SUPPORT_TICKET_STATUS_LABELS] || ticket.status}`,
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`- 标题：${title}`,
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'等待最高管理员评审。',
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].join('\n');
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}
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private async supportProgress(ticketNo: string) {
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if (ticketNo) {
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const ticket = await this.prisma.commonSupportTicket.findFirst({
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where: { ticketNo: { contains: ticketNo } },
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});
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if (!ticket) return `未找到工单：${ticketNo}`;
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return [
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`**${ticket.ticketNo}**`,
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`- 类型：${SUPPORT_TICKET_TYPE_LABELS[ticket.ticketType as SupportTicketTypeDto] || ticket.ticketType}`,
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`- 状态：${SUPPORT_TICKET_STATUS_LABELS[ticket.status as keyof typeof SUPPORT_TICKET_STATUS_LABELS] || ticket.status}`,
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`- 标题：${ticket.title}`,
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`- 创建人：${ticket.creatorName}`,
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`- 评审人：${ticket.reviewerName || '—'}`,
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ticket.rejectReason ? `- 驳回原因：${ticket.rejectReason}` : '',
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`- 更新：${ticket.updatedAt.toISOString().slice(0, 19).replace('T', ' ')}`,
|
||||
]
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||||
.filter(Boolean)
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.join('\n');
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}
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||||
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||||
const items = await this.prisma.commonSupportTicket.findMany({
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orderBy: { updatedAt: 'desc' },
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take: 8,
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});
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if (!items.length) return '暂无技术支持工单';
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||||
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||||
const byStatus = await this.prisma.commonSupportTicket.groupBy({
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by: ['status'],
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||||
_count: { _all: true },
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||||
});
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||||
const summary = byStatus
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||||
.map(
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||||
(s) =>
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||||
`${SUPPORT_TICKET_STATUS_LABELS[s.status as keyof typeof SUPPORT_TICKET_STATUS_LABELS] || s.status}:${s._count._all}`,
|
||||
)
|
||||
.join(' · ');
|
||||
|
||||
const list = items
|
||||
.map(
|
||||
(t) =>
|
||||
`- ${t.ticketNo} [${SUPPORT_TICKET_STATUS_LABELS[t.status as keyof typeof SUPPORT_TICKET_STATUS_LABELS] || t.status}] ${t.title}`,
|
||||
)
|
||||
.join('\n');
|
||||
|
||||
return [`**开发进度概览**`, summary, '', '**最近工单**', list, '', '详情：`进度 <工单号>`'].join(
|
||||
'\n',
|
||||
);
|
||||
}
|
||||
|
||||
private queryHandbook(q: string) {
|
||||
if (!q) {
|
||||
const catalog = searchHandbook('', 20)
|
||||
.map((e) => `- ${e.title}（关键词：${e.keywords.slice(0, 4).join('、')}）`)
|
||||
.join('\n');
|
||||
return `**手册目录**\n${catalog}\n\n查询：\`手册 <关键词>\``;
|
||||
}
|
||||
const hits = searchHandbook(q, 3);
|
||||
if (!hits.length) return `未找到与「${q}」相关的手册内容。可试：开城、核销、订单、财务、工单`;
|
||||
return formatHandbook(hits);
|
||||
}
|
||||
|
||||
private async resolveCreator(wecomUserId: string) {
|
||||
const admin = await this.prisma.hqAccount.findFirst({
|
||||
where: { status: 'ACTIVE' },
|
||||
orderBy: [{ id: 'asc' }],
|
||||
select: { id: true, name: true },
|
||||
});
|
||||
if (!admin) {
|
||||
this.logger.warn('no hq account for wecom support ticket creator');
|
||||
throw new Error('系统未配置 HQ 账号，无法创建技术支持工单');
|
||||
}
|
||||
return { id: admin.id, name: `${admin.name || 'HQ'}(企微:${wecomUserId})` };
|
||||
}
|
||||
}
|
||||
|
||||
function maskPhone(phone: string): string {
|
||||
if (!phone || phone.length < 7) return phone || '—';
|
||||
return `${phone.slice(0, 3)}****${phone.slice(-4)}`;
|
||||
}
|
||||
|
||||
function formatHandbook(entries: ReturnType<typeof searchHandbook>): string {
|
||||
return entries.map((e) => `**${e.title}**\n${e.body}`).join('\n\n---\n\n');
|
||||
}
|
||||
Reference in New Issue
Block a user