javad/customerTicket
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bale group for orgs, and sms for each org

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javad committed 2026-09-13 20:47:47 +03:30
1 parent a18a68578f
commit 1ee83374fd
13 files changed
+262 -20
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apps/tickets/services.py
+6 -3
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@@ -7,7 +7,7 @@ from apps.attachments.services import save_attachments
from apps.core.persian_text import normalize_persian_text
from apps.messaging.models import Message,MessageMention
from apps.notifications.models import NotificationJob
from apps.notifications.services import cancel_staff_reply_sms,enqueue,schedule_customer_reply_bale,schedule_staff_reply_sms
from apps.notifications.services import cancel_staff_reply_sms,enqueue,enqueue_unit_supervisor_ticket_sms,schedule_customer_reply_bale,schedule_staff_reply_sms
from .models import GroupDispatch,SLAConfig,Ticket,TicketAccessGrant,TicketEvent
from .policies import DispatchPolicy, TicketPolicy
@@ -39,7 +39,9 @@ def create_ticket(*,customer,category,subject,selected_expert=None,body="",files
enqueue(NotificationJob.Channel.SMS,"STAFF_TICKET_CREATED",ticket,f"ticket:{ticket.pk}:staff-created",customer=customer)
else:
enqueue(NotificationJob.Channel.SMS,"CUSTOMER_TICKET_CREATED",ticket,f"ticket:{ticket.pk}:customer-created",customer=customer)
enqueue(NotificationJob.Channel.BALE,"NEW_CUSTOMER_TICKET",ticket,f"ticket:{ticket.pk}:bale-group",payload={"ticket_number":ticket.ticket_number})
if owning_unit and owning_unit.bale_chat_id:
enqueue(NotificationJob.Channel.BALE,"NEW_CUSTOMER_TICKET",ticket,f"ticket:{ticket.pk}:bale-group",payload={"ticket_number":ticket.ticket_number})
enqueue_unit_supervisor_ticket_sms(ticket)
return ticket
@@ -163,7 +165,8 @@ def reply_ticket(*,ticket_id,user,body="",files=(),internal=False,mentioned_user
if reopened: ticket.status=Ticket.Status.REOPENED; ticket.reopened_at=now; TicketEvent.objects.create(ticket=ticket,event_type=TicketEvent.Type.REOPENED,actor=user)
elif ticket.status != Ticket.Status.NEW: ticket.status=Ticket.Status.WAITING_STAFF
if reopened:
enqueue(NotificationJob.Channel.BALE,"CUSTOMER_TICKET_REOPENED",ticket,f"message:{msg.pk}:bale-reopened",customer=ticket.customer,payload={"message_id":msg.pk,"message_count":1})
if ticket.owning_unit_id and ticket.owning_unit.bale_chat_id:
enqueue(NotificationJob.Channel.BALE,"CUSTOMER_TICKET_REOPENED",ticket,f"message:{msg.pk}:bale-reopened",customer=ticket.customer,payload={"message_id":msg.pk,"message_count":1})
else:
schedule_customer_reply_bale(ticket,msg)
else: