estelam ticket, varizha , others

apps/tickets/admin.py

@@ -1,5 +1,5 @@
 from django.contrib import admin
-from .models import GroupDispatch,SLAConfig,Ticket,TicketAccessGrant,TicketCategory,TicketEvent,TicketReadState,TicketTag
+from .models import DispatchResponseControl,GroupDispatch,SLAConfig,Ticket,TicketAccessGrant,TicketCategory,TicketEvent,TicketReadState,TicketTag
 @admin.register(Ticket)
 class TicketAdmin(admin.ModelAdmin):
     list_display=("ticket_number","subject","owning_unit","delivery_type","status","priority","owner","last_activity_at")
@@ -7,6 +7,15 @@ class TicketAdmin(admin.ModelAdmin):
     search_fields=("ticket_number","subject","customer__mobile","customer__customer_profile__organization_name")
     filter_horizontal=("tags",)
 
+    def get_readonly_fields(self, request, obj=None):
+        if obj and obj.group_dispatch_id and DispatchResponseControl.objects.filter(dispatch_id=obj.group_dispatch_id).exists():
+            return ("group_dispatch", "delivery_type", "customer", "created_by")
+        return super().get_readonly_fields(request, obj)
+
+    def get_queryset(self, request):
+        from .dispatch_responses import managed_ticket_q
+        return super().get_queryset(request).filter(managed_ticket_q(request.user)).distinct()
+
 
 class DispatchTicketInline(admin.TabularInline):
     model = Ticket
@@ -27,6 +36,36 @@ class GroupDispatchAdmin(admin.ModelAdmin):
     readonly_fields = ("recipient_count", "dispatched_at")
     inlines = (DispatchTicketInline,)
 
+    def get_readonly_fields(self, request, obj=None):
+        fields = super().get_readonly_fields(request, obj)
+        if obj and DispatchResponseControl.objects.filter(dispatch_id=obj.pk).exists():
+            return fields + ("unit", "operation_type", "created_by", "contact_group")
+        return fields
+
+    def get_queryset(self, request):
+        from .policies import DispatchPolicy
+        from django.db.models import Q
+        return super().get_queryset(request).filter(Q(response_control__isnull=True) | Q(pk__in=DispatchPolicy.visible_dispatches(request.user)))
+
+
+@admin.register(DispatchResponseControl)
+class DispatchResponseControlAdmin(admin.ModelAdmin):
+    list_display = ("dispatch", "mode", "notify_sms", "opened_at", "opened_by")
+    readonly_fields = tuple(field.name for field in DispatchResponseControl._meta.fields)
+
+    def get_queryset(self, request):
+        from .policies import DispatchPolicy
+        return super().get_queryset(request).filter(dispatch__in=DispatchPolicy.visible_dispatches(request.user))
+
+    def has_add_permission(self, request):
+        return False
+
+    def has_change_permission(self, request, obj=None):
+        return False
+
+    def has_delete_permission(self, request, obj=None):
+        return False
+
 
 @admin.register(TicketCategory)
 class TicketCategoryAdmin(admin.ModelAdmin):

apps/tickets/dispatch_presentation.py

@@ -0,0 +1,35 @@
+"""Read-only option metadata for the staff dispatch composer."""
+
+from django.db.models import Count, Q
+
+from .models import GroupDispatch, TicketCategory
+from .policies import DispatchPolicy
+
+
+def dispatch_form_options(user, units, groups):
+    """Expose only permitted units; recipient counts follow the sending service."""
+    units = list(units)
+    eligible = (
+        Q(contacts__user__is_active=True, contacts__user__mobile__isnull=False)
+        & ~Q(contacts__user__mobile="")
+    )
+    return {
+        "units": [
+            {
+                "id": unit.pk,
+                "name": unit.name,
+                "operations": [
+                    kind for kind in GroupDispatch.OperationType.values
+                    if DispatchPolicy.can_create(user, unit, kind)
+                ],
+            }
+            for unit in units
+        ],
+        "groups": list(groups.annotate(recipient_count=Count("contacts", filter=eligible)).values(
+            "id", "name", "unit_id", "recipient_count",
+        )),
+        "categories": list(TicketCategory.objects.filter(
+            Q(unit_id__in=[unit.pk for unit in units]) | Q(unit__isnull=True),
+            is_active=True,
+        ).order_by("title").values("id", "title", "unit_id")),
+    }

apps/tickets/dispatch_response_views.py

@@ -0,0 +1,45 @@
+from django.core import signing
+from django.contrib import messages
+from django.core.exceptions import PermissionDenied, ValidationError
+from django.shortcuts import get_object_or_404, redirect, render
+from django.views.decorators.cache import never_cache
+from django.views.decorators.http import require_http_methods
+
+from .dispatch_responses import can_open_responses, open_dispatch_responses, render_opening_sms, response_control
+from .models import GroupDispatch
+from apps.notifications.models import SMSTemplate
+from .views import staff_required
+
+
+@staff_required
+@require_http_methods(["GET", "POST"])
+@never_cache
+def open_responses(request, public_id):
+    dispatch = get_object_or_404(GroupDispatch.objects.select_related("unit"), public_id=public_id)
+    control = response_control(dispatch)
+    if not control or control.mode != "SEALED" or not can_open_responses(request.user, dispatch):
+        raise PermissionDenied
+    if control.opened_at:
+        return redirect("staff_tickets:dispatch_detail", public_id=public_id)
+    if request.method == "POST":
+        try:
+            proof = signing.loads(request.POST.get("confirmation", ""), salt="dispatch-opening", max_age=600)
+            if proof["user"] != request.user.pk or proof["dispatch"] != str(public_id):
+                raise signing.BadSignature
+            open_dispatch_responses(dispatch, request.user, proof["sms"])
+        except (signing.BadSignature, KeyError):
+            messages.error(request, "تأیید معتبر نیست یا مهلت آن پایان یافته؛ دوباره بررسی کنید.")
+        except (ValidationError, ValueError, SMSTemplate.DoesNotExist) as error:
+            messages.error(request, str(error))
+        else:
+            messages.success(request, "پاسخ‌ها هم‌زمان بازگشایی شدند؛ وضعیت پیامک را در گزارش بررسی کنید.")
+            return redirect("staff_tickets:dispatch_detail", public_id=public_id)
+    try:
+        sms = render_opening_sms(dispatch) if control.notify_sms else ""
+    except (SMSTemplate.DoesNotExist, ValueError):
+        messages.error(request, "قالب پیامک بازگشایی معتبر یا فعال نیست؛ تنظیمات قالب را بررسی کنید.")
+        return redirect("staff_tickets:dispatch_detail", public_id=public_id)
+    from .dispatch_responses import _respondents
+    proof = signing.dumps({"user": request.user.pk, "dispatch": str(public_id), "sms": sms}, salt="dispatch-opening")
+    return render(request, "tickets/dispatch_open_confirm.html", {"dispatch": dispatch, "control": control,
+        "opening_sms": sms, "respondent_count": len(_respondents(dispatch)), "confirmation": proof})

apps/tickets/dispatch_responses.py

@@ -0,0 +1,139 @@
+"""Response confidentiality is independent of ordinary ticket permissions."""
+from django.core.exceptions import PermissionDenied, ValidationError
+from django.db import transaction
+from django.db.models import Count, F, Max, Min, Q
+from django.utils import timezone
+
+from .models import DispatchResponseControl, GroupDispatch
+from .policies import DispatchPolicy, TicketPolicy
+
+
+OPENING_EVENT = "DISPATCH_RESPONSES_OPENED"
+
+
+def response_control(dispatch):
+    if dispatch is None:
+        return None
+    return DispatchResponseControl.objects.filter(dispatch_id=dispatch.pk).first()
+
+
+def responses_locked(ticket):
+    control = response_control(ticket.group_dispatch) if ticket.group_dispatch_id else None
+    return bool(control and control.mode == control.Mode.SEALED and control.opened_at is None)
+
+
+def sealed_message_q(prefix=""):
+    return Q(**{
+        prefix + "ticket__group_dispatch__response_control__mode": "SEALED",
+        prefix + "ticket__group_dispatch__response_control__opened_at__isnull": True,
+        prefix + "author_id": F(prefix + "ticket__customer_id"),
+    })
+
+
+def can_read_response(user, message):
+    if message.author_id != message.ticket.customer_id:
+        return True
+    if getattr(user, "account_type", None) == "CUSTOMER" and user.pk == message.author_id:
+        return True
+    return not responses_locked(message.ticket)
+
+
+def filter_response_messages(query, user):
+    if getattr(user, "account_type", None) == "CUSTOMER":
+        return query.exclude(sealed_message_q() & ~Q(author_id=user.pk))
+    return query.exclude(sealed_message_q())
+
+
+def can_record_ticket_read(ticket, user):
+    if not TicketPolicy.can_view(user, ticket):
+        return False
+    if not responses_locked(ticket):
+        return True
+    return not ticket.ticket_messages.filter(author_id=ticket.customer_id, deleted_at__isnull=True).exists()
+
+
+def can_open_responses(user, dispatch):
+    if not user.is_authenticated or not user.is_active or not DispatchPolicy.can_view(user, dispatch):
+        return False
+    profile = getattr(user, "staff_profile", None)
+    if getattr(user, "account_type", None) != "STAFF" or (profile and not profile.is_active):
+        return False
+    return bool(user.is_superuser or dispatch.created_by_id == user.pk or user.has_perm("tickets.open_all_dispatch_responses"))
+
+
+def render_opening_sms(dispatch):
+    from apps.notifications.management.commands.process_notifications import _render_sms
+    return _render_sms(OPENING_EVENT, {}, dispatch.unit)
+
+
+def _respondents(dispatch):
+    # A withdrawn/deleted message is not a current response; attachment-only replies count.
+    return list(dispatch.tickets.filter(ticket_messages__author_id=F("customer_id"),
+        ticket_messages__deleted_at__isnull=True).distinct().order_by("pk"))
+
+
+def _queue_opening_sms(control, tickets):
+    from apps.notifications.services import enqueue
+    from apps.notifications.models import NotificationJob
+    for ticket in tickets:
+        enqueue(NotificationJob.Channel.SMS, OPENING_EVENT, ticket,
+            f"dispatch:{control.dispatch_id}:opened:{ticket.customer_id}",
+            customer=ticket.customer,
+            payload={"dispatch_id": control.dispatch_id, "body": control.sms_body_snapshot})
+
+
+@transaction.atomic
+def open_dispatch_responses(dispatch, user, expected_sms=""):
+    # Replies take the same control lock before locking their ticket.
+    control = DispatchResponseControl.objects.select_for_update(of=("self",)).select_related("dispatch__unit").get(dispatch=dispatch)
+    dispatch = control.dispatch
+    if not can_open_responses(user, dispatch):
+        raise PermissionDenied
+    if control.mode != control.Mode.SEALED:
+        raise ValidationError("این ارسال در حالت مشاهده جداگانه است.")
+    if control.opened_at:
+        return control, False
+    text = render_opening_sms(dispatch) if control.notify_sms else ""
+    if text != expected_sms:
+        raise ValidationError("قالب پیامک تغییر کرده است؛ متن جدید را بررسی و دوباره تأیید کنید.")
+    tickets = _respondents(dispatch)
+    control.opened_at = timezone.now()
+    control.opened_by = user
+    control.sms_body_snapshot = text
+    control.respondents_snapshot = [str(ticket.customer.public_id) for ticket in tickets]
+    control.save(update_fields=["opened_at", "opened_by", "sms_body_snapshot", "respondents_snapshot"])
+    if control.notify_sms:
+        _queue_opening_sms(control, tickets)
+    return control, True
+
+
+def lock_dispatch_for_ticket(ticket_id):
+    """Must be called inside the caller's transaction, before its ticket lock."""
+    return DispatchResponseControl.objects.select_for_update(of=("self",)).filter(dispatch__tickets__pk=ticket_id).first()
+
+
+def managed_ticket_q(user):
+    """Explicitly related tickets or dispatch visibility; unit-wide scope alone is insufficient."""
+    dispatches = DispatchPolicy.visible_dispatches(user)
+    direct = Q(created_by=user) | Q(owner=user) | Q(selected_expert=user)
+    direct |= Q(access_grants__user=user, access_grants__revoked_at__isnull=True)
+    return Q(group_dispatch__response_control__isnull=True) | direct | Q(group_dispatch__in=dispatches)
+
+
+def populate_report_responses(dispatch, tickets, locked):
+    """Load report responses in batches; before opening, select metadata only."""
+    from apps.messaging.models import Message
+    responses = Message.objects.filter(ticket__group_dispatch=dispatch, author_id=F("ticket__customer_id"), deleted_at__isnull=True)
+    metadata = {row["ticket_id"]: row for row in responses.values("ticket_id").annotate(
+        count=Count("pk"), first=Min("created_at"), last=Max("created_at"))}
+    by_ticket = {}
+    if not locked:
+        for message in responses.order_by("created_at", "pk").prefetch_related("attachments"):
+            by_ticket.setdefault(message.ticket_id, []).append(message)
+    for ticket in tickets:
+        row = metadata.get(ticket.pk, {})
+        ticket.response_count = row.get("count", 0)
+        ticket.first_response_at = row.get("first")
+        ticket.last_response_at = row.get("last")
+        ticket.report_customer_responses = by_ticket.get(ticket.pk, [])
+        ticket.latest_customer_response = ticket.report_customer_responses[-1] if ticket.report_customer_responses else None

apps/tickets/forms.py

@@ -140,6 +140,8 @@ class StaffCreateTicketForm(forms.Form):
 
 
 class GroupDispatchForm(forms.Form):
+    response_mode = forms.ChoiceField(label="نحوه مشاهده پاسخ‌ها", choices=[("SEALED", "بازگشایی یکجا"), ("INDIVIDUAL", "مشاهده جداگانه")], initial="SEALED", required=False, widget=forms.RadioSelect)
+    notify_opening_sms = forms.BooleanField(label="اطلاع‌رسانی بازگشایی با پیامک", initial=True, required=False)
     operation_type = forms.ChoiceField(label="نوع عملیات", choices=(), required=False)
     unit = forms.ModelChoiceField(label="واحد ارسال‌کننده", queryset=OrganizationalUnit.objects.none())
     contact_group = forms.ModelChoiceField(label="گروه مخاطبان", queryset=ContactGroup.objects.none())
@@ -177,6 +179,11 @@ class GroupDispatchForm(forms.Form):
             data["operation_type"] = GroupDispatch.OperationType.BULK
         unit = data.get("unit")
         group = data.get("contact_group")
+        data["response_mode"] = data.get("response_mode") or "SEALED"
+        if data["response_mode"] == "INDIVIDUAL":
+            data["notify_opening_sms"] = False
+        if group and group.contacts.filter(user__is_active=True, user__mobile__isnull=False).exclude(user__mobile="").count() > 15:
+            data["notify_opening_sms"] = False
         if unit and group and group.unit_id != unit.pk:
             self.add_error("contact_group", "این گروه متعلق به واحد انتخاب‌شده نیست.")
         category=data.get("category")

apps/tickets/migrations/0018_dispatch_response_opening.py

@@ -0,0 +1,43 @@
+# Generated by Django 5.1.1 on 2026-10-13 09:53
+
+import django.db.models.deletion
+from django.conf import settings
+from django.db import migrations, models
+
+
+def preserve_used_response_controls(apps, schema_editor):
+    from django.db.migrations.exceptions import IrreversibleError
+    if apps.get_model('tickets', 'DispatchResponseControl').objects.using(schema_editor.connection.alias).exists():
+        raise IrreversibleError('Response controls are in use; refusing to delete confidentiality and opening history.')
+
+
+class Migration(migrations.Migration):
+
+    dependencies = [
+        ('tickets', '0017_ticketaccessgrant_first_viewed_at_and_more'),
+        migrations.swappable_dependency(settings.AUTH_USER_MODEL),
+    ]
+
+    operations = [
+        migrations.CreateModel(
+            name='DispatchResponseControl',
+            fields=[
+                ('id', models.BigAutoField(auto_created=True, primary_key=True, serialize=False, verbose_name='ID')),
+                ('mode', models.CharField(choices=[('SEALED', 'بازگشایی یکجا'), ('INDIVIDUAL', 'مشاهده جداگانه')], default='SEALED', max_length=12)),
+                ('notify_sms', models.BooleanField(default=True)),
+                ('recipient_count_snapshot', models.PositiveIntegerField()),
+                ('opened_at', models.DateTimeField(blank=True, null=True)),
+                ('sms_body_snapshot', models.TextField(blank=True)),
+                ('respondents_snapshot', models.JSONField(blank=True, default=list)),
+                ('dispatch', models.OneToOneField(on_delete=django.db.models.deletion.PROTECT, related_name='response_control', to='tickets.groupdispatch')),
+                ('opened_by', models.ForeignKey(blank=True, null=True, on_delete=django.db.models.deletion.PROTECT, to=settings.AUTH_USER_MODEL)),
+            ],
+            options={
+                'verbose_name': 'تنظیمات و سابقه بازگشایی ارسال',
+                'verbose_name_plural': 'تنظیمات و سوابق بازگشایی ارسال‌ها',
+                'permissions': [('open_all_dispatch_responses', 'Can open responses of all authorized dispatches')],
+                'constraints': [models.CheckConstraint(condition=models.Q(('notify_sms', False), models.Q(('mode', 'SEALED'), ('recipient_count_snapshot__lte', 15)), _connector='OR'), name='dispatch_opening_sms_limit'), models.CheckConstraint(condition=models.Q(('mode__in', ['SEALED', 'INDIVIDUAL'])), name='dispatch_response_mode_valid'), models.CheckConstraint(condition=models.Q(models.Q(('opened_at__isnull', True), ('opened_by__isnull', True)), models.Q(('mode', 'SEALED'), ('opened_at__isnull', False), ('opened_by__isnull', False)), _connector='OR'), name='dispatch_opening_audit_complete')],
+            },
+        ),
+        migrations.RunPython(migrations.RunPython.noop, preserve_used_response_controls),
+    ]

apps/tickets/models.py

@@ -176,3 +176,30 @@ class MessageShare(PublicIdModel, models.Model):
 class TicketReadState(models.Model):
     ticket=models.ForeignKey(Ticket,on_delete=models.CASCADE,related_name="read_states"); user=models.ForeignKey(settings.AUTH_USER_MODEL,on_delete=models.CASCADE); last_read_at=models.DateTimeField(); last_read_message=models.ForeignKey("messaging.Message",on_delete=models.SET_NULL,null=True,blank=True)
     class Meta: constraints=[models.UniqueConstraint(fields=["ticket","user"],name="unique_ticket_read_state")]
+
+
+class DispatchResponseControl(models.Model):
+    """Absent for legacy dispatches: their existing visibility is preserved."""
+
+    class Mode(models.TextChoices):
+        SEALED = "SEALED", "بازگشایی یکجا"
+        INDIVIDUAL = "INDIVIDUAL", "مشاهده جداگانه"
+
+    dispatch = models.OneToOneField(GroupDispatch, on_delete=models.PROTECT, related_name="response_control")
+    mode = models.CharField(max_length=12, choices=Mode.choices, default=Mode.SEALED)
+    notify_sms = models.BooleanField(default=True)
+    recipient_count_snapshot = models.PositiveIntegerField()
+    opened_at = models.DateTimeField(null=True, blank=True)
+    opened_by = models.ForeignKey(settings.AUTH_USER_MODEL, on_delete=models.PROTECT, null=True, blank=True)
+    sms_body_snapshot = models.TextField(blank=True)
+    respondents_snapshot = models.JSONField(default=list, blank=True)
+
+    class Meta:
+        verbose_name = "تنظیمات و سابقه بازگشایی ارسال"
+        verbose_name_plural = "تنظیمات و سوابق بازگشایی ارسال‌ها"
+        permissions = [("open_all_dispatch_responses", "Can open responses of all authorized dispatches")]
+        constraints = [
+            models.CheckConstraint(condition=Q(notify_sms=False) | Q(mode="SEALED", recipient_count_snapshot__lte=15), name="dispatch_opening_sms_limit"),
+            models.CheckConstraint(condition=Q(mode__in=["SEALED", "INDIVIDUAL"]), name="dispatch_response_mode_valid"),
+            models.CheckConstraint(condition=Q(opened_at__isnull=True, opened_by__isnull=True) | Q(mode="SEALED", opened_at__isnull=False, opened_by__isnull=False), name="dispatch_opening_audit_complete"),
+        ]

apps/tickets/policies.py

@@ -70,6 +70,20 @@ class TicketPolicy:
         }
     @classmethod
     def can_view(cls,user,ticket):
+        from .models import DispatchResponseControl
+        if ticket.group_dispatch_id and DispatchResponseControl.objects.filter(dispatch_id=ticket.group_dispatch_id).exists():
+            if not user.is_authenticated:
+                return False
+            if cls.is_customer(user):
+                return ticket.customer_id == user.pk
+            if DispatchPolicy.can_view(user, ticket.group_dispatch):
+                return True
+            return bool(ticket.created_by_id == user.pk or ticket.owner_id == user.pk or ticket.selected_expert_id == user.pk
+                        or ticket.access_grants.filter(user=user, revoked_at__isnull=True).exists())
+        return cls._legacy_can_view(user, ticket)
+
+    @classmethod
+    def _legacy_can_view(cls,user,ticket):
         if not user.is_authenticated: return False
         if cls.is_customer(user): return ticket.customer_id==user.id
         if user.is_superuser or user.has_perm("tickets.view_all_tickets"): return True
@@ -83,6 +97,11 @@ class TicketPolicy:
         return False
     @classmethod
     def viewable_q(cls, user):
+        from .dispatch_responses import managed_ticket_q
+        return (cls._legacy_viewable_q(user) | Q(group_dispatch__in=DispatchPolicy.visible_dispatches(user))) & managed_ticket_q(user)
+
+    @classmethod
+    def _legacy_viewable_q(cls, user):
         """Database equivalent of can_view; use it for every staff ticket collection."""
         if user.is_superuser or user.has_perm("tickets.view_all_tickets"):
             return Q()
@@ -169,5 +188,32 @@ class DispatchPolicy:
     @classmethod
     def can_view(cls, user, dispatch):
         if dispatch.created_by_id == user.id:
+            from .models import DispatchResponseControl
+            if DispatchResponseControl.objects.filter(dispatch_id=dispatch.pk).exists():
+                return bool(user.is_authenticated and user.is_active and getattr(user, "account_type", None) == "STAFF")
             return cls.can_create(user, dispatch.unit, dispatch.operation_type)
         return cls.can_view_all(user, dispatch.operation_type, dispatch.unit)
+
+    @classmethod
+    def visible_dispatches(cls, user):
+        from .models import GroupDispatch
+        if user.is_superuser:
+            return GroupDispatch.objects.all()
+        visibility = Q(created_by=user, response_control__isnull=False)
+        memberships = list(user.unit_memberships.filter(is_active=True, unit__is_active=True).select_related("unit"))
+        for operation_type in GroupDispatch.OperationType.values:
+            if cls.can_view_all(user, operation_type):
+                visibility |= Q(operation_type=operation_type)
+                continue
+            view_units = [item.unit_id for item in memberships if cls.can_view_all(user, operation_type, item.unit)]
+            create_units = [item.unit_id for item in memberships if cls.can_create(user, item.unit, operation_type)]
+            visibility |= Q(operation_type=operation_type, unit_id__in=view_units)
+            visibility |= Q(operation_type=operation_type, unit_id__in=create_units, created_by=user)
+        return GroupDispatch.objects.filter(visibility)
+
+    @classmethod
+    def can_list(cls, user):
+        if any(cls.can_view_all(user, kind) for kind in cls.VIEW_ALL_PERMISSIONS):
+            return True
+        units = user.unit_memberships.filter(is_active=True, unit__is_active=True).select_related("unit")
+        return any(cls.can_view_all(user, kind, item.unit) for item in units for kind in cls.VIEW_ALL_PERMISSIONS)

apps/tickets/response_admin.py

@@ -0,0 +1,22 @@
+"""Even superusers use the response-content gate in the application admin."""
+from django.contrib import admin
+from django.db.models import Q
+
+from .dispatch_responses import sealed_message_q
+from .models import Ticket
+from .policies import TicketPolicy
+
+
+class ResponseContentAdmin(admin.ModelAdmin):
+    message_prefix = ""
+
+    def get_queryset(self, request):
+        query = super().get_queryset(request).exclude(sealed_message_q(self.message_prefix))
+        ticket_path = self.message_prefix + "ticket"
+        allowed = Ticket.objects.filter(TicketPolicy.viewable_q(request.user)).values("pk")
+        return query.filter(Q(**{ticket_path + "__group_dispatch__response_control__isnull": True})
+                            | Q(**{ticket_path + "__in": allowed})).distinct()
+
+
+class RelatedResponseContentAdmin(ResponseContentAdmin):
+    message_prefix = "message__"

apps/tickets/services.py

@@ -63,6 +63,7 @@ def dispatch_group_tickets(*, user, unit, contact_group, category, subject, body
     )
     if not contacts:
         raise ValidationError("گروه انتخاب‌شده مخاطب فعال دارای شماره همراه ندارد.")
+    from .models import DispatchResponseControl
     dispatch = GroupDispatch.objects.create(
         unit=unit,
         operation_type=operation_type,
@@ -74,6 +75,9 @@ def dispatch_group_tickets(*, user, unit, contact_group, category, subject, body
         status=GroupDispatch.Status.QUEUED,
         recipient_count=len(contacts),
     )
+    DispatchResponseControl.objects.create(dispatch=dispatch, mode="SEALED",
+        notify_sms=len(contacts) <= 15,
+        recipient_count_snapshot=len(contacts))
     tickets=[]
     for contact in contacts:
         for uploaded in files:
@@ -97,6 +101,20 @@ def dispatch_group_tickets(*, user, unit, contact_group, category, subject, body
     return dispatch, tickets
 
 
+@transaction.atomic
+def create_group_dispatch(*, response_mode="SEALED", notify_opening_sms=True, **dispatch_fields):
+    """Configure responses without changing the existing creation API."""
+    from .models import DispatchResponseControl
+    if response_mode not in DispatchResponseControl.Mode.values:
+        raise ValidationError("روش مشاهده پاسخ‌ها معتبر نیست.")
+    dispatch, tickets = dispatch_group_tickets(**dispatch_fields)
+    control = DispatchResponseControl.objects.get(dispatch=dispatch)
+    control.mode = response_mode
+    control.notify_sms = bool(notify_opening_sms and response_mode == "SEALED" and control.recipient_count_snapshot <= 15)
+    control.save(update_fields=["mode", "notify_sms"])
+    return dispatch, tickets
+
+
 def refresh_group_dispatch_status(dispatch_id):
     """Persist delivery state independently of whether a report page is opened."""
     dispatch=GroupDispatch.objects.filter(pk=dispatch_id).first()
@@ -194,6 +212,8 @@ def revoke_access(ticket,user,target):
 
 @transaction.atomic
 def reply_ticket(*,ticket_id,user,body="",files=(),internal=False,mentioned_users=()):
+    from .dispatch_responses import lock_dispatch_for_ticket
+    control = lock_dispatch_for_ticket(ticket_id)
     ticket=Ticket.objects.select_for_update().get(pk=ticket_id)
     if not TicketPolicy.can_reply(user,ticket): raise PermissionDenied
     if internal and (TicketPolicy.is_customer(user) or not user.has_perm("messaging.add_internal_note")): raise PermissionDenied
@@ -204,7 +224,8 @@ def reply_ticket(*,ticket_id,user,body="",files=(),internal=False,mentioned_user
         if not TicketPolicy.can_view(target,ticket):
             if TicketPolicy.can_share(user,ticket): share_ticket(ticket,user,target)
             else: raise PermissionDenied("کارشناس Mention‌شده به تیکت دسترسی ندارد.")
-        MessageMention.objects.get_or_create(message=msg,mentioned_user=target); enqueue(NotificationJob.Channel.BALE,"MENTION",ticket,f"message:{msg.pk}:mention:{target.pk}",staff_user=target,payload={"excerpt":body[:150]})
+        excerpt = "پاسخ محرمانه ثبت شد." if control and control.mode == "SEALED" and not control.opened_at and user.pk == ticket.customer_id else body[:150]
+        MessageMention.objects.get_or_create(message=msg,mentioned_user=target); enqueue(NotificationJob.Channel.BALE,"MENTION",ticket,f"message:{msg.pk}:mention:{target.pk}",staff_user=target,payload={"excerpt":excerpt})
     now=timezone.now(); ticket.last_activity_at=now
     if not internal:
         if TicketPolicy.is_customer(user):

apps/tickets/sharing.py

@@ -66,6 +66,9 @@ def share_staff_ticket(ticket, actor, target, level, note=""):
 
 @transaction.atomic
 def share_staff_message(message, actor, target, note=""):
+    from .dispatch_responses import can_read_response
+    if not can_read_response(actor, message):
+        raise PermissionDenied("پاسخ تا بازگشایی قابل اشتراک نیست.")
     ticket = Ticket.objects.select_for_update().get(pk=message.ticket_id)
     require_share_authority(actor, ticket)
     validate_recipient(actor, target)
@@ -147,11 +150,12 @@ def staff_message_context(ticket, actor, conversation=()):
 
 
 def sharing_context(ticket, actor):
+    from .dispatch_responses import sealed_message_q
     if not TicketPolicy.can_share(actor, ticket):
         return {}
     return {
         "grants": ticket.access_grants.select_related("user__staff_profile", "granted_by__staff_profile", "revoked_by__staff_profile").order_by("-created_at", "-pk"),
-        "message_shares": MessageShare.objects.filter(message__ticket=ticket).select_related("message", "user__staff_profile", "granted_by__staff_profile", "revoked_by__staff_profile"),
+        "message_shares": MessageShare.objects.filter(message__ticket=ticket).exclude(sealed_message_q("message__")).select_related("message", "user__staff_profile", "granted_by__staff_profile", "revoked_by__staff_profile"),
         "sharing_events": sharing_events(ticket),
     }
 

apps/tickets/sharing_views.py

@@ -1,17 +1,15 @@
 """Routes available only to staff, including isolated message attachment delivery."""
-import mimetypes
 
-from django.conf import settings
 from django.contrib import messages
 from django.db import transaction
 from django.utils import timezone
 from django.core.exceptions import PermissionDenied, ValidationError
-from django.http import FileResponse, JsonResponse
+from django.http import JsonResponse
 from django.shortcuts import get_object_or_404, redirect
 from django.views.decorators.cache import never_cache
 from django.views.decorators.http import require_GET, require_POST
 
-from apps.attachments.delivery import signed_media_redirect
+from apps.attachments.delivery import attachment_response
 from apps.attachments.models import Attachment
 from .models import MessageShare, Ticket, TicketReadState
 from .policies import TicketPolicy
@@ -22,8 +20,11 @@ from .views import staff_required, mark_messages_read
 
 
 def received_message_share(request, share_id):
+    from .dispatch_responses import can_read_response
     grant = get_object_or_404(MessageShare.objects.select_related("message__author__staff_profile", "granted_by__staff_profile"), public_id=share_id)
     profile = getattr(request.user, "staff_profile", None)
+    if not can_read_response(request.user, grant.message):
+        raise PermissionDenied
     if (grant.user_id != request.user.pk or grant.revoked_at or grant.message.deleted_at
             or not request.user.is_active or not profile or not profile.is_active):
         raise PermissionDenied
@@ -72,6 +73,7 @@ def shared_message(request, share_id):
 @never_cache
 @transaction.atomic
 def read_shared_messages(request, public_id):
+    from .dispatch_responses import can_record_ticket_read
     ticket = get_object_or_404(Ticket.objects.select_for_update(), public_id=public_id)
     allowed = visible_messages(ticket, request.user)
     try:
@@ -86,7 +88,7 @@ def read_shared_messages(request, public_id):
         if grant.first_viewed_at is None:
             mark_share_opened(grant, request.user)
     latest = allowed.filter(deleted_at__isnull=True).order_by('-created_at', '-pk').first()
-    if latest and latest.public_id in accepted and TicketPolicy.can_view(request.user, ticket):
+    if latest and latest.public_id in accepted and can_record_ticket_read(ticket, request.user):
         TicketReadState.objects.update_or_create(ticket=ticket, user=request.user,
             defaults={'last_read_at': timezone.now(), 'last_read_message': latest})
     return JsonResponse({"unread_shares": unread_shares(request.user), "read_ids": [str(value) for value in accepted]})
@@ -105,9 +107,4 @@ def unread_count(request):
 def shared_attachment(request, share_id, attachment_id, download=False):
     grant = received_message_share(request, share_id)
     attachment = get_object_or_404(Attachment, public_id=attachment_id, message_id=grant.message_id)
-    if settings.USE_NGINX_MEDIA:
-        return signed_media_redirect(attachment.relative_path, download=download)
-    content_type = attachment.mime_type or mimetypes.guess_type(attachment.original_name)[0] or "application/octet-stream"
-    response = FileResponse(attachment.file.open("rb"), content_type=content_type, as_attachment=download, filename=attachment.original_name)
-    response["X-Content-Type-Options"] = "nosniff"
-    return response
+    return attachment_response(attachment, download=download)

apps/tickets/staff_conversation.py

@@ -12,7 +12,9 @@ from .sharing import staff_message_context
 
 
 def received_messages(user, ticket=None):
+    from .dispatch_responses import sealed_message_q
     grants = MessageShare.objects.filter(user=user, revoked_at__isnull=True, message__deleted_at__isnull=True)
+    grants = grants.exclude(sealed_message_q("message__"))
     return grants.filter(message__ticket=ticket) if ticket is not None else grants
 
 
@@ -28,7 +30,8 @@ def visible_messages(ticket, user):
     profile = getattr(user, "staff_profile", None)
     if not user.is_active or (profile is not None and not profile.is_active):
         raise PermissionDenied
-    query = ticket.ticket_messages.all()
+    from .dispatch_responses import filter_response_messages
+    query = filter_response_messages(ticket.ticket_messages.all(), user)
     if TicketPolicy.can_view(user, ticket):
         return query
     grants = received_messages(user, ticket)

apps/tickets/staff_urls.py

@@ -1,9 +1,10 @@
 from django.urls import path
-from . import views, sharing_views
+from . import views, sharing_views, dispatch_response_views
 app_name="staff_tickets"
 urlpatterns=[path("",views.staff_list,name="list"),path("customers/",views.staff_customers,name="customers"),path("customers/search/",views.staff_customer_search,name="customer_search"),path("contacts/",views.staff_contacts,name="contacts"),path("contacts/new/",views.staff_contact_create,name="contact_create"),path("contacts/<uuid:public_id>/edit/",views.staff_contact_edit,name="contact_edit"),path("contacts/<uuid:public_id>/call/",views.staff_contact_call,name="contact_call"),path("contact-groups/",views.staff_groups,name="groups"),path("contact-groups/<int:group_id>/",views.staff_groups,name="group_edit"),path("magic-links/",views.staff_magic_audit,name="magic_audit"),path("magic-links/<int:link_id>/revoke/",views.staff_magic_revoke,name="magic_revoke"),path("sms-templates/",views.staff_sms_templates,name="sms_templates"),path("sms-templates/<int:template_id>/",views.staff_sms_templates,name="sms_template_edit"),path("dispatches/",views.staff_dispatch_create,name="dispatch_create"),path("dispatches/<uuid:public_id>/",views.staff_dispatch_detail,name="dispatch_detail"),path("dispatches/<uuid:public_id>/retry/",views.staff_dispatch_retry,name="dispatch_retry"),path("dispatches/<uuid:public_id>/resolve/",views.staff_dispatch_resolve,name="dispatch_resolve"),path("experts/<uuid:public_id>/avatar/",views.expert_avatar,name="expert_avatar"),path("tickets/",views.staff_list,name="tickets"),path("tickets/new/",views.staff_create,name="create"),path("tickets/<uuid:public_id>/messages/older/",views.staff_messages,name="messages"),path("tickets/<uuid:public_id>/messages/poll/",views.staff_poll,name="poll"),path("tickets/<uuid:public_id>/sms/<int:job_id>/retry/",views.staff_sms_retry,name="sms_retry"),path("tickets/<uuid:public_id>/announcement/now/",views.staff_announcement_now,name="announcement_now"),path("tickets/<uuid:public_id>/",views.staff_detail,name="detail"),path("tickets/<uuid:public_id>/claim/",views.staff_claim,name="claim"),path("tickets/<uuid:public_id>/reply/",views.staff_reply,name="reply"),path("tickets/<uuid:public_id>/note/",lambda r,public_id:views.staff_reply(r,public_id,note=True),name="note"),path("tickets/<uuid:public_id>/transfer/",views.staff_transfer,name="transfer"),path("tickets/<uuid:public_id>/share/",views.staff_share,name="share"),path("tickets/<uuid:public_id>/revoke/<uuid:user_id>/",views.staff_revoke,name="revoke"),path("tickets/<uuid:public_id>/status/",views.staff_status,name="status"),path("tickets/<uuid:public_id>/priority/",views.staff_priority,name="priority"),path("tickets/<uuid:public_id>/delete/",views.staff_delete,name="delete")]
 
 urlpatterns += [
+    path("dispatches/<uuid:public_id>/open-responses/", dispatch_response_views.open_responses, name="dispatch_open_responses"),
     path("shares/count/", sharing_views.unread_count, name="shares_count"),
     path("tickets/<uuid:public_id>/shares/read/", sharing_views.read_shared_messages, name="read_shares"),
     path("shares/", sharing_views.inbox, name="shares"),

apps/tickets/views.py

@@ -38,7 +38,7 @@ from .sharing import mark_ticket_share_opened, require_share_authority, revoke_s
 from .policies import DispatchPolicy, TicketPolicy
 from .staff_conversation import limited_poll, message_context, shared_ticket_rows, visible_messages
 from .selectors import customer_tickets,dashboard_counts,filter_staff_tickets,staff_ticket_rows
-from .services import change_priority,change_status,claim_ticket,create_ticket,dispatch_group_tickets,refresh_group_dispatch_status,reply_ticket,resolve_group_dispatch_tickets,transfer_ticket
+from .services import change_priority,change_status,claim_ticket,create_ticket,create_group_dispatch,refresh_group_dispatch_status,reply_ticket,resolve_group_dispatch_tickets,transfer_ticket
 MESSAGE_PAGE_SIZE=50
 SMS_RETRYABLE_DELIVERY_STATUSES=(
     NotificationJob.DeliveryStatus.UNDELIVERED,
@@ -122,11 +122,14 @@ def conversation_version(ticket,latest,include_internal=False):
     query=ticket.ticket_messages.all()
     if not include_internal: query=query.filter(is_internal=False)
     edits=query.aggregate(edited=Max('edited_at'),deleted=Max('deleted_at'))
-    revision=hashlib.sha256(repr(edits).encode()).hexdigest()[:20]
+    from .dispatch_responses import response_control
+    control = response_control(ticket.group_dispatch) if ticket.group_dispatch_id else None
+    revision=hashlib.sha256(repr((edits, control.opened_at if control else None)).encode()).hexdigest()[:20]
     source=f"{ticket.updated_at.isoformat()}:{latest.public_id if latest else ''}:{latest.updated_at.isoformat() if latest else ''}"
     return hashlib.sha256(source.encode()).hexdigest()[:20]+':'+revision
 def conversation_poll_response(request,ticket,actor,include_internal=False):
-    qs=ticket.ticket_messages.all()
+    from .dispatch_responses import filter_response_messages
+    qs=filter_response_messages(ticket.ticket_messages.all(), actor)
     if not include_internal: qs=qs.filter(is_internal=False)
     latest=qs.order_by("-created_at","-id").only("id","public_id","updated_at").first()
     version=conversation_version(ticket,latest,include_internal=include_internal)
@@ -458,7 +461,7 @@ def staff_detail(request,public_id):
     conversation,has_older,older_cursor=conversation_page(visible.select_related("author").prefetch_related("attachments","read_receipts__user__staff_profile","read_receipts__user__customer_profile"))
     mark_ticket_share_opened(ticket,request.user)
     message_sharing=message_context(ticket,request.user,conversation)
-    history=Ticket.objects.filter(customer=ticket.customer).exclude(pk=ticket.pk).select_related("owner__staff_profile","selected_expert__staff_profile").order_by("-last_activity_at")[:5]
+    history=Ticket.objects.filter(TicketPolicy.viewable_q(request.user), customer=ticket.customer).exclude(pk=ticket.pk).select_related("owner__staff_profile","selected_expert__staff_profile").order_by("-last_activity_at").distinct()[:5]
     sms_jobs=list(ticket.notificationjob_set.filter(channel=NotificationJob.Channel.SMS).exclude(event_type="UNIT_SUPERVISOR_NEW_TICKET").order_by("-created_at"))
     announcement_jobs=list(AnnouncementJob.objects.filter(Q(message_id__in=visible.values("pk")) | Q(ticket=ticket)).select_related("message").order_by("-created_at", "-pk"))
     can_retry_sms=TicketPolicy.can_reply(request.user,ticket)
@@ -469,6 +472,7 @@ def staff_detail(request,public_id):
         sms_job.sms_retryable=can_retry_sms and _sms_job_is_retryable(sms_job)
     latest=conversation[-1] if conversation else None
     group_dispatch = ticket.group_dispatch
+    message_sharing["can_view_dispatch"] = bool(group_dispatch and DispatchPolicy.can_view(request.user, group_dispatch))
     can_resolve_dispatch = bool(group_dispatch and DispatchPolicy.can_view(request.user, group_dispatch) and (request.user.has_perm("tickets.change_ticket") or TicketPolicy.has_unit_permission(request.user, group_dispatch.unit, "tickets.change_ticket")))
     group_open_count = group_dispatch.tickets.exclude(status__in=(Ticket.Status.RESOLVED, Ticket.Status.CLOSED)).count() if group_dispatch else 0
     customer_notices = payment_selectors.notices_with_totals(
@@ -613,10 +617,19 @@ def staff_delete(request, public_id):
 @staff_required
 @require_http_methods(["GET", "POST"])
 def staff_dispatch_create(request):
+    from .dispatch_presentation import dispatch_form_options
+
+    create_unit_ids = {
+        unit.pk for unit in OrganizationalUnit.objects.filter(pk__in=TicketPolicy.unit_ids(request.user), is_active=True)
+        if any(DispatchPolicy.can_create(request.user, unit, kind) for kind in GroupDispatch.OperationType.values)
+    }
+    base_dispatches = _visible_dispatches(request.user)
+    if not create_unit_ids and (request.method == "POST" or not (DispatchPolicy.can_list(request.user) or base_dispatches.exists())):
+        raise PermissionDenied
     form = GroupDispatchForm(request.POST or None, request.FILES or None, user=request.user)
     if request.method == "POST" and form.is_valid():
         try:
-            dispatch, _ = dispatch_group_tickets(
+            dispatch, _ = create_group_dispatch(
                 user=request.user,
                 unit=form.cleaned_data["unit"],
                 contact_group=form.cleaned_data["contact_group"],
@@ -624,6 +637,8 @@ def staff_dispatch_create(request):
                 subject=form.cleaned_data["subject"],
                 body=form.cleaned_data["body"],
                 operation_type=form.cleaned_data["operation_type"],
+                response_mode=form.cleaned_data["response_mode"],
+                notify_opening_sms=form.cleaned_data["notify_opening_sms"],
                 tags=form.cleaned_data["tags"],
                 files=request.FILES.getlist("files"),
             )
@@ -631,13 +646,6 @@ def staff_dispatch_create(request):
             return redirect("staff_tickets:dispatch_detail", public_id=dispatch.public_id)
         except (PermissionDenied, ValidationError) as exc:
             form.add_error(None, str(exc))
-    create_unit_ids = {
-        unit.pk for unit in OrganizationalUnit.objects.filter(pk__in=TicketPolicy.unit_ids(request.user), is_active=True)
-        if any(DispatchPolicy.can_create(request.user, unit, kind) for kind in GroupDispatch.OperationType.values)
-    }
-    if not create_unit_ids:
-        raise PermissionDenied
-    base_dispatches = _visible_dispatches(request.user)
     metrics_row = base_dispatches.aggregate(total=Count("id"), recipients=Sum("recipient_count"))
     metrics = {
         "total": metrics_row["total"] or 0,
@@ -672,19 +680,27 @@ def staff_dispatch_create(request):
     return render(request, "tickets/staff_dispatch_create.html", {
         "form": form, "dispatches": page.object_list, "page": page, "metrics": metrics,
         "units": units, "groups": groups, "dispatch_statuses": GroupDispatch.Status.choices,
+        "dispatch_options": dispatch_form_options(request.user, units, groups),
+        "can_create_dispatch": bool(create_unit_ids),
+        "history_units": OrganizationalUnit.objects.filter(pk__in=base_dispatches.values("unit_id")),
+        "history_groups": ContactGroup.objects.filter(pk__in=base_dispatches.values("contact_group_id")),
         "active_staff_section": "dispatches", "active_tab_title": "ارسال گروهی و ردیابی",
     })
 
 
 @staff_required
 def staff_dispatch_detail(request, public_id):
+    from .dispatch_responses import response_control, can_open_responses, populate_report_responses
     dispatch = get_object_or_404(
         GroupDispatch.objects.select_related("unit", "contact_group", "created_by"),
         public_id=public_id,
     )
     if not DispatchPolicy.can_view(request.user, dispatch):
         raise PermissionDenied
-    tickets = list(dispatch.tickets.select_related("customer__customer_profile").prefetch_related("magic_links", "ticket_messages", "notificationjob_set").order_by("customer_id"))
+    control = response_control(dispatch)
+    locked = bool(control and control.mode == "SEALED" and not control.opened_at)
+    tickets = list(dispatch.tickets.select_related("customer__customer_profile").prefetch_related("magic_links", "notificationjob_set").order_by("customer_id"))
+    populate_report_responses(dispatch, tickets, locked)
     delivery_failures = {
         NotificationJob.DeliveryStatus.UNDELIVERED,
         NotificationJob.DeliveryStatus.EXPIRED,
@@ -696,7 +712,6 @@ def staff_dispatch_detail(request, public_id):
     for ticket in tickets:
         ticket.sms_job = next((job for job in ticket.notificationjob_set.all() if job.channel == NotificationJob.Channel.SMS and job.event_type == SMSTemplate.Event.STAFF_TICKET_CREATED), None)
         ticket.sms_retryable = bool(ticket.sms_job and (ticket.sms_job.status == NotificationJob.Status.FAILED or (ticket.sms_job.delivery_status in delivery_failures and not ticket.sms_job.delivery_next_check_at)))
-        ticket.latest_customer_response = next((message for message in reversed(list(ticket.ticket_messages.all())) if message.author_id == ticket.customer_id), None)
         links = list(ticket.magic_links.all())
         ticket.magic_total_views = sum(link.view_count for link in links)
         ticket.magic_link_count = len(links)
@@ -704,17 +719,17 @@ def staff_dispatch_detail(request, public_id):
         ticket.magic_last_used_at = max((link.used_at for link in links if link.used_at), default=None)
         job = ticket.sms_job
         if not job:
-            ticket.sms_state_title, ticket.sms_state_hint, ticket.sms_state_tone = "در صف ثبت نشده", "برای این مخاطب job پیامک پیدا نشد.", "neutral"
+            ticket.sms_state_title, ticket.sms_state_hint, ticket.sms_state_tone = "در صف ثبت نشده", "برای این مخاطب سابقه ارسال پیامک ثبت نشده است.", "neutral"
         elif job.status == NotificationJob.Status.FAILED:
-            ticket.sms_state_title, ticket.sms_state_hint, ticket.sms_state_tone = "ارسال ناموفق", f"ارسال خودکار پس از {1 + settings.SMS_MAX_RETRIES} تلاش متوقف شده است.", "danger"
+            ticket.sms_state_title, ticket.sms_state_hint, ticket.sms_state_tone = "ارسال ناموفق", "ارسال خودکار متوقف شده است؛ علت خطا و امکان تلاش مجدد را در ادامه بررسی کنید.", "danger"
         elif job.status == NotificationJob.Status.RETRYING:
-            ticket.sms_state_title, ticket.sms_state_hint, ticket.sms_state_tone = "در انتظار تلاش مجدد", "worker پیامک را در موعد بعدی دوباره ارسال می‌کند.", "warning"
+            ticket.sms_state_title, ticket.sms_state_hint, ticket.sms_state_tone = "در انتظار تلاش مجدد", "سامانه پیامک را در موعد بعدی دوباره ارسال می‌کند.", "warning"
         elif job.status in (NotificationJob.Status.PENDING, NotificationJob.Status.PROCESSING):
             ticket.sms_state_title, ticket.sms_state_hint, ticket.sms_state_tone = "در صف ارسال", "پیامک هنوز به درگاه تحویل نشده است.", "info"
         elif job.delivery_status == NotificationJob.DeliveryStatus.DELIVERED:
             ticket.sms_state_title, ticket.sms_state_hint, ticket.sms_state_tone = "تحویل به گوشی تأیید شد", "اپراتور دریافت پیامک توسط مخاطب را تأیید کرده است.", "success"
         elif job.delivery_status in (NotificationJob.DeliveryStatus.PENDING, NotificationJob.DeliveryStatus.UNKNOWN, NotificationJob.DeliveryStatus.UNDELIVERED, NotificationJob.DeliveryStatus.CHECK_FAILED) and job.delivery_next_check_at:
-            ticket.sms_state_title, ticket.sms_state_hint, ticket.sms_state_tone = "در حال پیگیری تحویل", "نتیجه فعلی قطعی نیست و worker استعلام را ادامه می‌دهد.", "warning"
+            ticket.sms_state_title, ticket.sms_state_hint, ticket.sms_state_tone = "در حال پیگیری تحویل", "نتیجه فعلی قطعی نیست؛ پیگیری خودکار تحویل ادامه دارد.", "warning"
         elif job.delivery_status == NotificationJob.DeliveryStatus.BLOCKED:
             ticket.sms_state_title, ticket.sms_state_hint, ticket.sms_state_tone = "دریافت پیامک مسدود است", "شماره مخاطب دریافت پیامک تبلیغاتی را بسته است.", "danger"
         elif job.delivery_status == NotificationJob.DeliveryStatus.EXPIRED:
@@ -732,14 +747,15 @@ def staff_dispatch_detail(request, public_id):
     tracking = sms_jobs.filter(delivery_next_check_at__isnull=False).count()
     opened = TicketMagicLink.objects.filter(ticket__group_dispatch=dispatch, view_count__gt=0).values("ticket_id").distinct().count()
     total_views = TicketMagicLink.objects.filter(ticket__group_dispatch=dispatch).aggregate(total=Sum("view_count"))["total"] or 0
-    replied = dispatch.tickets.filter(last_customer_message_at__isnull=False).count()
+    replied = sum(bool(ticket.response_count) for ticket in tickets)
     refresh_group_dispatch_status(dispatch.pk); dispatch.refresh_from_db(fields=["status"])
     pending = sum(sms_counts.get(status, 0) for status in (NotificationJob.Status.PENDING, NotificationJob.Status.PROCESSING, NotificationJob.Status.RETRYING))
     delivery_percent = round((delivered / dispatch.recipient_count) * 100) if dispatch.recipient_count else 0
     metrics = {"sent": sent, "delivered": delivered, "failed": failed, "retrying": retrying, "tracking": tracking, "pending": pending, "opened": opened, "not_opened": max(dispatch.recipient_count-opened,0), "total_views": total_views, "replied": replied, "delivery_percent": delivery_percent}
     open_ticket_count = sum(ticket.status not in (Ticket.Status.RESOLVED, Ticket.Status.CLOSED) for ticket in tickets)
     can_resolve_dispatch = request.user.has_perm("tickets.change_ticket") or TicketPolicy.has_unit_permission(request.user, dispatch.unit, "tickets.change_ticket")
-    return render(request, "tickets/staff_dispatch_detail.html", {"dispatch": dispatch, "tickets": tickets, "metrics": metrics, "open_ticket_count": open_ticket_count, "can_resolve_dispatch": can_resolve_dispatch, "sms_max_attempts": 1 + settings.SMS_MAX_RETRIES, "active_staff_section": "dispatches"})
+    opening_jobs = NotificationJob.objects.filter(ticket__group_dispatch=dispatch, event_type="DISPATCH_RESPONSES_OPENED").values("status").annotate(count=Count("pk"))
+    return render(request, "tickets/staff_dispatch_detail.html", {"dispatch": dispatch, "tickets": tickets, "metrics": metrics, "open_ticket_count": open_ticket_count, "can_resolve_dispatch": can_resolve_dispatch, "sms_max_attempts": 1 + settings.SMS_MAX_RETRIES, "active_staff_section": "dispatches", "response_control": control, "responses_locked": locked, "can_open_responses": can_open_responses(request.user, dispatch), "opening_jobs": list(opening_jobs)})
 
 
 @staff_required
@@ -782,19 +798,7 @@ def _unit_ids_with_permission(user, permission):
 
 
 def _visible_dispatches(user):
-    if user.is_superuser:
-        return GroupDispatch.objects.all()
-    visibility = Q(pk__in=[])
-    memberships = list(user.unit_memberships.filter(is_active=True, unit__is_active=True).select_related("unit"))
-    for operation_type in GroupDispatch.OperationType.values:
-        if DispatchPolicy.can_view_all(user, operation_type):
-            visibility |= Q(operation_type=operation_type)
-            continue
-        view_all_units = [item.unit_id for item in memberships if DispatchPolicy.can_view_all(user, operation_type, item.unit)]
-        create_units = [item.unit_id for item in memberships if DispatchPolicy.can_create(user, item.unit, operation_type)]
-        visibility |= Q(operation_type=operation_type, unit_id__in=view_all_units)
-        visibility |= Q(operation_type=operation_type, unit_id__in=create_units, created_by=user)
-    return GroupDispatch.objects.filter(visibility)
+    return DispatchPolicy.visible_dispatches(user)
 
 
 CONTACT_AUDIT_FIELDS = {