share ticket and ticket message

apps/tickets/forms.py

@@ -67,6 +67,20 @@ class TransferForm(forms.Form):
 class ShareForm(TransferForm):
     permission_level=forms.ChoiceField(label="سطح دسترسی",choices=TicketAccessGrant.Level.choices)
 
+
+class StaffMessageShareForm(TransferForm):
+    note = forms.CharField(label="توضیح برای گیرنده", required=False, max_length=500, widget=forms.Textarea(attrs={"rows": 2}))
+
+    def __init__(self, *args, actor, **kwargs):
+        super().__init__(*args, **kwargs)
+        from .sharing import share_recipients
+        self.fields["expert"].label = "کارشناس گیرنده"
+        self.fields["expert"].queryset = share_recipients(actor)
+
+
+class StaffTicketShareForm(StaffMessageShareForm):
+    permission_level = forms.ChoiceField(label="سطح دسترسی", choices=TicketAccessGrant.Level.choices, initial=TicketAccessGrant.Level.VIEW_ONLY)
+
 class StaffCreateTicketForm(forms.Form):
     unit=forms.ModelChoiceField(label="واحد ایجادکننده",queryset=OrganizationalUnit.objects.none(),required=False,widget=forms.HiddenInput())
     customer_id=forms.UUIDField(required=False,widget=forms.HiddenInput(attrs={"data-customer-id":""}))

apps/tickets/migrations/0017_ticketaccessgrant_first_viewed_at_and_more.py

@@ -0,0 +1,69 @@
+# Generated by Django 5.1.1 on 2026-10-04 07:56
+
+import django.db.models.deletion
+import uuid
+from django.conf import settings
+from django.db import migrations, models
+
+
+class Migration(migrations.Migration):
+
+    dependencies = [
+        ('messaging', '0003_messagereadreceipt'),
+        ('tickets', '0016_scope_legacy_public_tickets_to_units'),
+        migrations.swappable_dependency(settings.AUTH_USER_MODEL),
+    ]
+
+    operations = [
+        migrations.AddField(
+            model_name='ticketaccessgrant',
+            name='first_viewed_at',
+            field=models.DateTimeField(blank=True, null=True),
+        ),
+        migrations.AddField(
+            model_name='ticketaccessgrant',
+            name='last_viewed_at',
+            field=models.DateTimeField(blank=True, null=True),
+        ),
+        migrations.AddField(
+            model_name='ticketaccessgrant',
+            name='note',
+            field=models.CharField(blank=True, max_length=500),
+        ),
+        migrations.AddField(
+            model_name='ticketaccessgrant',
+            name='revoked_by',
+            field=models.ForeignKey(blank=True, null=True, on_delete=django.db.models.deletion.PROTECT, related_name='revoked_ticket_grants', to=settings.AUTH_USER_MODEL),
+        ),
+        migrations.AddField(
+            model_name='ticketaccessgrant',
+            name='view_count',
+            field=models.PositiveIntegerField(default=0),
+        ),
+        migrations.AlterField(
+            model_name='ticketevent',
+            name='event_type',
+            field=models.CharField(choices=[('CREATED', 'ایجاد'), ('CLAIMED', 'برداشت'), ('TRANSFERRED', 'انتقال'), ('SHARED', 'اشتراک تیکت'), ('ACCESS_REVOKED', 'لغو دسترسی تیکت'), ('SHARE_OPENED', 'مشاهده تیکت اشتراکی'), ('MESSAGE_SHARED', 'اشتراک یک پیام'), ('MESSAGE_SHARE_REVOKED', 'لغو اشتراک پیام'), ('MESSAGE_SHARE_OPENED', 'مشاهده پیام اشتراکی'), ('STATUS_CHANGED', 'تغییر وضعیت'), ('PRIORITY_CHANGED', 'تغییر اولویت'), ('REOPENED', 'بازگشایی'), ('RESOLVED', 'حل'), ('CLOSED', 'بستن')], max_length=30),
+        ),
+        migrations.CreateModel(
+            name='MessageShare',
+            fields=[
+                ('id', models.BigAutoField(auto_created=True, primary_key=True, serialize=False, verbose_name='ID')),
+                ('public_id', models.UUIDField(default=uuid.uuid4, editable=False, unique=True)),
+                ('note', models.CharField(blank=True, max_length=500)),
+                ('created_at', models.DateTimeField(auto_now_add=True)),
+                ('first_viewed_at', models.DateTimeField(blank=True, null=True)),
+                ('last_viewed_at', models.DateTimeField(blank=True, null=True)),
+                ('view_count', models.PositiveIntegerField(default=0)),
+                ('revoked_at', models.DateTimeField(blank=True, null=True)),
+                ('granted_by', models.ForeignKey(on_delete=django.db.models.deletion.PROTECT, related_name='sent_message_shares', to=settings.AUTH_USER_MODEL)),
+                ('message', models.ForeignKey(on_delete=django.db.models.deletion.CASCADE, related_name='staff_shares', to='messaging.message')),
+                ('revoked_by', models.ForeignKey(blank=True, null=True, on_delete=django.db.models.deletion.PROTECT, related_name='revoked_message_shares', to=settings.AUTH_USER_MODEL)),
+                ('user', models.ForeignKey(on_delete=django.db.models.deletion.CASCADE, related_name='received_message_shares', to=settings.AUTH_USER_MODEL)),
+            ],
+            options={
+                'ordering': ['-created_at', '-pk'],
+                'constraints': [models.UniqueConstraint(condition=models.Q(('revoked_at__isnull', True)), fields=('message', 'user'), name='unique_active_message_share')],
+            },
+        ),
+    ]

apps/tickets/models.py

@@ -128,13 +128,51 @@ class Ticket(PersianTextNormalizationMixin, PublicIdModel, TimeStampedModel):
         profile=getattr(expert,"staff_profile",None) if expert else None
         return getattr(profile,"display_name","") or "صف عمومی"
 class TicketAccessGrant(models.Model):
+    note = models.CharField(max_length=500, blank=True)
+    first_viewed_at = models.DateTimeField(null=True, blank=True)
+    last_viewed_at = models.DateTimeField(null=True, blank=True)
+    view_count = models.PositiveIntegerField(default=0)
+    revoked_by = models.ForeignKey(settings.AUTH_USER_MODEL, on_delete=models.PROTECT, null=True, blank=True, related_name="revoked_ticket_grants")
     class Level(models.TextChoices): VIEW_ONLY="VIEW_ONLY","فقط مشاهده"; REPLY="REPLY","پاسخ"; FULL="FULL","کامل"
     ticket=models.ForeignKey(Ticket,on_delete=models.CASCADE,related_name="access_grants"); user=models.ForeignKey(settings.AUTH_USER_MODEL,on_delete=models.CASCADE,related_name="ticket_grants"); granted_by=models.ForeignKey(settings.AUTH_USER_MODEL,on_delete=models.PROTECT,related_name="granted_ticket_access"); permission_level=models.CharField(max_length=15,choices=Level.choices,default=Level.FULL); created_at=models.DateTimeField(auto_now_add=True); revoked_at=models.DateTimeField(null=True,blank=True)
     class Meta:
         constraints=[models.UniqueConstraint(fields=["ticket","user"],condition=Q(revoked_at__isnull=True),name="unique_active_ticket_grant")]
 class TicketEvent(models.Model):
-    class Type(models.TextChoices): CREATED="CREATED","ایجاد"; CLAIMED="CLAIMED","برداشت"; TRANSFERRED="TRANSFERRED","انتقال"; SHARED="SHARED","اشتراک"; ACCESS_REVOKED="ACCESS_REVOKED","لغو دسترسی"; STATUS_CHANGED="STATUS_CHANGED","تغییر وضعیت"; PRIORITY_CHANGED="PRIORITY_CHANGED","تغییر اولویت"; REOPENED="REOPENED","بازگشایی"; RESOLVED="RESOLVED","حل"; CLOSED="CLOSED","بستن"
+    class Type(models.TextChoices):
+        CREATED="CREATED","ایجاد"
+        CLAIMED="CLAIMED","برداشت"
+        TRANSFERRED="TRANSFERRED","انتقال"
+        SHARED="SHARED","اشتراک تیکت"
+        ACCESS_REVOKED="ACCESS_REVOKED","لغو دسترسی تیکت"
+        SHARE_OPENED="SHARE_OPENED","مشاهده تیکت اشتراکی"
+        MESSAGE_SHARED="MESSAGE_SHARED","اشتراک یک پیام"
+        MESSAGE_SHARE_REVOKED="MESSAGE_SHARE_REVOKED","لغو اشتراک پیام"
+        MESSAGE_SHARE_OPENED="MESSAGE_SHARE_OPENED","مشاهده پیام اشتراکی"
+        STATUS_CHANGED="STATUS_CHANGED","تغییر وضعیت"
+        PRIORITY_CHANGED="PRIORITY_CHANGED","تغییر اولویت"
+        REOPENED="REOPENED","بازگشایی"
+        RESOLVED="RESOLVED","حل"
+        CLOSED="CLOSED","بستن"
     ticket=models.ForeignKey(Ticket,on_delete=models.CASCADE,related_name="events"); event_type=models.CharField(max_length=30,choices=Type.choices); actor=models.ForeignKey(settings.AUTH_USER_MODEL,on_delete=models.PROTECT,null=True); metadata=models.JSONField(default=dict,blank=True); created_at=models.DateTimeField(auto_now_add=True)
+
+
+class MessageShare(PublicIdModel, models.Model):
+    """A staff-only grant to one message; never confers ticket access."""
+
+    message = models.ForeignKey("messaging.Message", on_delete=models.CASCADE, related_name="staff_shares")
+    user = models.ForeignKey(settings.AUTH_USER_MODEL, on_delete=models.CASCADE, related_name="received_message_shares")
+    granted_by = models.ForeignKey(settings.AUTH_USER_MODEL, on_delete=models.PROTECT, related_name="sent_message_shares")
+    note = models.CharField(max_length=500, blank=True)
+    created_at = models.DateTimeField(auto_now_add=True)
+    first_viewed_at = models.DateTimeField(null=True, blank=True)
+    last_viewed_at = models.DateTimeField(null=True, blank=True)
+    view_count = models.PositiveIntegerField(default=0)
+    revoked_at = models.DateTimeField(null=True, blank=True)
+    revoked_by = models.ForeignKey(settings.AUTH_USER_MODEL, on_delete=models.PROTECT, null=True, blank=True, related_name="revoked_message_shares")
+
+    class Meta:
+        ordering = ["-created_at", "-pk"]
+        constraints = [models.UniqueConstraint(fields=["message", "user"], condition=Q(revoked_at__isnull=True), name="unique_active_message_share")]
 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")]

apps/tickets/policies.py

@@ -4,6 +4,11 @@ from .models import TicketAccessGrant
 
 
 class TicketPolicy:
+    @classmethod
+    def can_operate(cls, user, ticket):
+        profile = getattr(user, "staff_profile", None)
+        return bool(user.is_authenticated and user.is_active and getattr(user, "account_type", None) == "STAFF"
+                    and (profile is None or profile.is_active) and cls.can_view(user, ticket))
     @staticmethod
     def is_customer(user): return getattr(user,"account_type",None)=="CUSTOMER"
     @staticmethod
@@ -118,12 +123,10 @@ class TicketPolicy:
         return permitted and cls.can_view(user, ticket) and ticket.owner_id is None and ticket.selected_expert_id is None
     @classmethod
     def can_transfer(cls,user,ticket):
-        permitted=user.has_perm("tickets.transfer_ticket") or cls.has_unit_permission(user,ticket.owning_unit,"tickets.transfer_ticket")
-        return permitted and cls.can_view(user,ticket) and (ticket.owner_id==user.id or (ticket.owner_id is None and ticket.selected_expert_id==user.id) or user.has_perm("tickets.view_all_tickets"))
+        return cls.can_operate(user, ticket)
     @classmethod
     def can_share(cls,user,ticket):
-        permitted=user.has_perm("tickets.share_ticket") or cls.has_unit_permission(user,ticket.owning_unit,"tickets.share_ticket")
-        return permitted and cls.can_view(user,ticket) and (ticket.owner_id==user.id or (ticket.owner_id is None and ticket.selected_expert_id==user.id) or user.has_perm("tickets.view_all_tickets"))
+        return cls.can_operate(user, ticket)
     @classmethod
     def can_delete(cls, user, ticket):
         if not user.is_authenticated or cls.is_customer(user):

apps/tickets/selectors.py

@@ -12,7 +12,11 @@ def staff_ticket_rows(user):
 def filter_staff_tickets(qs, user, params):
     search=params.get("q", "").strip()
     if search:
-        qs=qs.filter(Q(ticket_number__icontains=search)|Q(subject__icontains=search)|Q(customer__mobile__icontains=search)|Q(customer__customer_profile__first_name__icontains=search)|Q(customer__customer_profile__last_name__icontains=search))
+        matches=Q(ticket_number__icontains=search)|Q(subject__icontains=search)|Q(customer__mobile__icontains=search)|Q(customer__customer_profile__first_name__icontains=search)|Q(customer__customer_profile__last_name__icontains=search)
+        if params.get("tab") == "shared":
+            from .staff_conversation import received_messages
+            matches |= Q(pk__in=received_messages(user).filter(message__body__icontains=search).values("message__ticket_id"))
+        qs=qs.filter(matches)
     if params.get("status") in Ticket.Status.values: qs=qs.filter(status=params["status"])
     if params.get("priority") in Ticket.Priority.values: qs=qs.filter(priority=params["priority"])
     if params.get("category", "").isdigit(): qs=qs.filter(category_id=params["category"])
@@ -41,13 +45,18 @@ def filter_staff_tickets(qs, user, params):
     if tab=="new": qs=qs.filter(status=Ticket.Status.NEW,owner__isnull=True,selected_expert__isnull=True)
     elif tab=="selected": qs=qs.filter(selected_expert=user,owner__isnull=True)
     elif tab=="mine": qs=qs.filter(owner=user)
-    elif tab=="shared": qs=qs.filter(access_grants__user=user,access_grants__revoked_at__isnull=True)
+    elif tab=="shared":
+        from .staff_conversation import received_messages
+        qs=qs.filter(Q(access_grants__user=user,access_grants__revoked_at__isnull=True) | Q(pk__in=received_messages(user).values("message__ticket_id")))
     elif tab=="waiting_staff": qs=qs.filter(status__in=[Ticket.Status.WAITING_STAFF,Ticket.Status.REOPENED])
     elif tab=="waiting_customer": qs=qs.filter(status=Ticket.Status.WAITING_CUSTOMER)
     elif tab=="resolved": qs=qs.filter(status=Ticket.Status.RESOLVED)
     elif tab=="closed": qs=qs.filter(status=Ticket.Status.CLOSED)
     if params.get("unread"):
-        qs=qs.filter(Q(read_states__user=user,read_states__last_read_at__lt=F("last_activity_at"))|Q(read_states__isnull=True))
+        if tab == "shared":
+            qs=qs.filter(Q(access_grants__user=user,access_grants__revoked_at__isnull=True,access_grants__first_viewed_at__isnull=True) | Q(pk__in=received_messages(user).filter(first_viewed_at__isnull=True).values("message__ticket_id")))
+        else:
+            qs=qs.filter(Q(read_states__user=user,read_states__last_read_at__lt=F("last_activity_at"))|Q(read_states__isnull=True))
     qs=qs.distinct()
     if tab in ("", "waiting_staff"):
         return qs.annotate(

apps/tickets/services.py

@@ -183,7 +183,14 @@ def share_ticket(ticket,user,target,level=TicketAccessGrant.Level.FULL):
 @transaction.atomic
 def revoke_access(ticket,user,target):
     if not TicketPolicy.can_share(user,ticket): raise PermissionDenied
-    count=ticket.access_grants.filter(user=target,revoked_at__isnull=True).update(revoked_at=timezone.now()); TicketEvent.objects.create(ticket=ticket,event_type=TicketEvent.Type.ACCESS_REVOKED,actor=user,metadata={"user":target.pk}); return count
+    from .sharing import log_share
+    grants=list(ticket.access_grants.select_for_update().filter(user=target,revoked_at__isnull=True))
+    for grant in grants:
+        grant.revoked_at=timezone.now()
+        grant.revoked_by=user
+        grant.save(update_fields=["revoked_at","revoked_by"])
+        log_share(grant,user,TicketEvent.Type.ACCESS_REVOKED,"revoked")
+    return len(grants)
 
 @transaction.atomic
 def reply_ticket(*,ticket_id,user,body="",files=(),internal=False,mentioned_users=()):
@@ -236,8 +243,7 @@ def delete_ticket(*, ticket_id, user):
 
 @transaction.atomic
 def change_status(ticket,user,status):
-    permitted=user.has_perm("tickets.change_ticket") or TicketPolicy.has_unit_permission(user,ticket.owning_unit,"tickets.change_ticket")
-    if not (TicketPolicy.can_view(user,ticket) and permitted): raise PermissionDenied
+    if not TicketPolicy.can_operate(user,ticket): raise PermissionDenied
     if status not in Ticket.Status.values: raise ValidationError("وضعیت نامعتبر است.")
     old=ticket.status; now=timezone.now(); ticket.status=status
     if status==Ticket.Status.RESOLVED: ticket.resolved_at=now
@@ -246,8 +252,7 @@ def change_status(ticket,user,status):
 
 @transaction.atomic
 def change_priority(ticket,user,priority):
-    permitted=user.has_perm("tickets.change_ticket_priority") or TicketPolicy.has_unit_permission(user,ticket.owning_unit,"tickets.change_ticket_priority")
-    if not (TicketPolicy.can_view(user,ticket) and permitted): raise PermissionDenied
+    if not TicketPolicy.can_operate(user,ticket): raise PermissionDenied
     if priority not in Ticket.Priority.values: raise ValidationError("اولویت نامعتبر است.")
     old=ticket.priority; ticket.priority=priority; ticket.save(update_fields=["priority","updated_at"])
     TicketEvent.objects.create(ticket=ticket,event_type=TicketEvent.Type.PRIORITY_CHANGED,actor=user,metadata={"from":old,"to":priority})

apps/tickets/sharing.py

@@ -0,0 +1,176 @@
+"""Staff sharing and audit services, isolated from customer workflows."""
+from django.core.exceptions import PermissionDenied, ValidationError
+from django.db import transaction
+from django.utils import timezone
+
+from apps.staff.models import StaffProfile
+from .models import MessageShare, Ticket, TicketAccessGrant, TicketEvent
+from .policies import TicketPolicy
+
+
+def staff_name(user):
+    profile = getattr(user, "staff_profile", None)
+    return str(profile) if profile else user.username
+
+
+def share_recipients(actor):
+    return StaffProfile.objects.filter(is_active=True, user__is_active=True, user__account_type="STAFF").exclude(user=actor).select_related("user", "primary_unit")
+
+
+def require_share_authority(actor, ticket):
+    if actor.account_type != "STAFF" or not actor.is_active or not TicketPolicy.can_share(actor, ticket):
+        raise PermissionDenied
+
+
+def validate_recipient(actor, target):
+    if not share_recipients(actor).filter(user=target).exists():
+        raise ValidationError("گیرنده باید یک کارشناس فعال دیگر باشد.")
+
+
+def log_share(grant, actor, event_type, action):
+    is_message = isinstance(grant, MessageShare)
+    ticket = grant.message.ticket if is_message else grant.ticket
+    metadata = {"scope": "message" if is_message else "ticket", "grant_id": grant.pk,
+                "user": grant.user_id, "recipient_name": staff_name(grant.user),
+                "action": action, "note": grant.note}
+    if is_message:
+        metadata["message_public_id"] = str(grant.message.public_id)
+    else:
+        metadata["level"] = grant.permission_level
+    return TicketEvent.objects.create(ticket=ticket, actor=actor, event_type=event_type, metadata=metadata)
+
+
+@transaction.atomic
+def share_staff_ticket(ticket, actor, target, level, note=""):
+    ticket = Ticket.objects.select_for_update().get(pk=ticket.pk)
+    require_share_authority(actor, ticket)
+    validate_recipient(actor, target)
+    if level not in TicketAccessGrant.Level.values or len(note) > 500:
+        raise ValidationError("سطح دسترسی یا توضیح اشتراک نامعتبر است.")
+    grant = ticket.access_grants.filter(user=target, revoked_at__isnull=True).first()
+    if grant and grant.permission_level == level and grant.note == note:
+        return grant
+    action = "updated" if grant else "created"
+    if grant:
+        grant.permission_level, grant.note = level, note
+        grant.save(update_fields=["permission_level", "note"])
+    else:
+        grant = TicketAccessGrant.objects.create(ticket=ticket, user=target, granted_by=actor, permission_level=level, note=note)
+    event = log_share(grant, actor, TicketEvent.Type.SHARED, action)
+    # Preserve the existing staff ticket-sharing notification behavior.
+    from apps.notifications.models import NotificationJob
+    from apps.notifications.services import enqueue
+    enqueue(NotificationJob.Channel.BALE, "SHARE", ticket, f"ticket:{ticket.pk}:share-event:{event.pk}", staff_user=target)
+    return grant
+
+
+@transaction.atomic
+def share_staff_message(message, actor, target, note=""):
+    ticket = Ticket.objects.select_for_update().get(pk=message.ticket_id)
+    require_share_authority(actor, ticket)
+    validate_recipient(actor, target)
+    message.refresh_from_db()
+    if message.deleted_at or len(note) > 500:
+        raise ValidationError("پیام حذف‌شده قابل اشتراک نیست یا توضیح بیش از حد طولانی است.")
+    grant = MessageShare.objects.filter(message=message, user=target, revoked_at__isnull=True).first()
+    if grant and grant.note == note:
+        return grant
+    action = "updated" if grant else "created"
+    if grant:
+        grant.note = note
+        grant.save(update_fields=["note"])
+    else:
+        grant = MessageShare.objects.create(message=message, user=target, granted_by=actor, note=note)
+    log_share(grant, actor, TicketEvent.Type.MESSAGE_SHARED, action)
+    return grant
+
+
+@transaction.atomic
+def revoke_staff_share(grant, actor):
+    ticket_id = grant.message.ticket_id if isinstance(grant, MessageShare) else grant.ticket_id
+    ticket = Ticket.objects.select_for_update().get(pk=ticket_id)
+    require_share_authority(actor, ticket)
+    grant.refresh_from_db()
+    if grant.revoked_at:
+        return False
+    if isinstance(grant, TicketAccessGrant):
+        from .services import revoke_access
+        return bool(revoke_access(ticket, actor, grant.user))
+    grant.revoked_at, grant.revoked_by = timezone.now(), actor
+    grant.save(update_fields=["revoked_at", "revoked_by"])
+    log_share(grant, actor, TicketEvent.Type.MESSAGE_SHARE_REVOKED, "revoked")
+    return True
+
+
+@transaction.atomic
+def mark_share_opened(grant, actor):
+    grant = type(grant).objects.select_for_update().get(pk=grant.pk)
+    if grant.user_id != actor.pk or grant.revoked_at or (isinstance(grant, MessageShare) and grant.message.deleted_at):
+        raise PermissionDenied
+    now = timezone.now()
+    if grant.first_viewed_at is None:
+        grant.first_viewed_at = now
+        event_type = TicketEvent.Type.MESSAGE_SHARE_OPENED if isinstance(grant, MessageShare) else TicketEvent.Type.SHARE_OPENED
+        log_share(grant, actor, event_type, "opened")
+    grant.last_viewed_at = now
+    grant.view_count += 1
+    grant.save(update_fields=["first_viewed_at", "last_viewed_at", "view_count"])
+    return grant
+
+
+def mark_ticket_share_opened(ticket, actor):
+    grant = ticket.access_grants.filter(user=actor, revoked_at__isnull=True).first()
+    if grant:
+        mark_share_opened(grant, actor)
+
+
+def staff_message_context(ticket, actor, conversation=()):
+    can_share = TicketPolicy.can_share(actor, ticket)
+    context = {"can_share_message": can_share, "share_experts": share_recipients(actor) if can_share else []}
+    if not can_share:
+        return context
+    selected = {item.pk: item for item in conversation}
+    for item in selected.values():
+        item.staff_message_shares = []
+        item.staff_share_events = []
+    if not selected:
+        return context
+    grants = MessageShare.objects.filter(message__ticket=ticket, message_id__in=selected).select_related(
+        "message", "user__staff_profile", "granted_by__staff_profile", "revoked_by__staff_profile")
+    for grant in grants:
+        selected[grant.message_id].staff_message_shares.append(grant)
+    by_public_id = {str(item.public_id): item for item in selected.values() if item.staff_message_shares}
+    if by_public_id:
+        for event in sharing_events(ticket, message_ids=list(by_public_id)):
+            by_public_id[event.metadata["message_public_id"]].staff_share_events.append(event)
+    return context
+
+
+def sharing_context(ticket, actor):
+    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"),
+        "sharing_events": sharing_events(ticket),
+    }
+
+
+def sharing_events(ticket, message_ids=None):
+    event_types = [TicketEvent.Type.SHARED, TicketEvent.Type.ACCESS_REVOKED, TicketEvent.Type.SHARE_OPENED,
+                   TicketEvent.Type.MESSAGE_SHARED, TicketEvent.Type.MESSAGE_SHARE_REVOKED,
+                   TicketEvent.Type.MESSAGE_SHARE_OPENED, TicketEvent.Type.TRANSFERRED]
+    query = ticket.events.filter(event_type__in=event_types).select_related("actor__staff_profile").order_by("-created_at", "-pk")
+    if message_ids is not None:
+        query = query.filter(metadata__message_public_id__in=message_ids)
+    else:
+        query = query[:100]
+    events = list(query)
+    from apps.accounts.models import User
+    user_ids = {e.metadata.get(key) for e in events for key in ("user", "from", "to") if e.metadata.get(key)}
+    names = {u.pk: staff_name(u) for u in User.objects.filter(pk__in=user_ids).select_related("staff_profile")}
+    for event in events:
+        event.recipient_name = event.metadata.get("recipient_name") or names.get(event.metadata.get("user") or event.metadata.get("to"), "")
+        event.previous_owner_name = names.get(event.metadata.get("from"), "")
+        event.actor_name = staff_name(event.actor) if event.actor else "سامانه"
+    return events

apps/tickets/sharing_views.py

@@ -0,0 +1,101 @@
+"""Routes available only to staff, including isolated message attachment delivery."""
+import mimetypes
+
+from django.conf import settings
+from django.contrib import messages
+from django.core.exceptions import PermissionDenied, ValidationError
+from django.http import FileResponse, 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.models import Attachment
+from .models import MessageShare, Ticket
+from .staff_conversation import received_messages, unread_shares, visible_messages
+from .sharing import mark_share_opened, revoke_staff_share
+from .views import staff_required
+
+
+def received_message_share(request, share_id):
+    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 (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
+    return grant
+
+
+def submit_share_form(request, form, save, success_message):
+    if not form.is_valid():
+        messages.error(request, "گیرنده، سطح دسترسی یا توضیح اشتراک معتبر نیست.")
+        return
+    try:
+        save()
+    except ValidationError as error:
+        messages.error(request, " ".join(error.messages))
+    else:
+        messages.success(request, success_message)
+
+
+@staff_required
+@require_GET
+@never_cache
+def inbox(request):
+    from django.urls import reverse
+    return redirect(reverse("staff_tickets:list") + "?tab=shared")
+
+
+@staff_required
+@require_POST
+def revoke_message(request, public_id, share_id):
+    grant = get_object_or_404(MessageShare.objects.select_related("message__ticket"), public_id=share_id, message__ticket__public_id=public_id)
+    revoke_staff_share(grant, request.user)
+    messages.success(request, "دسترسی به پیام اشتراکی لغو شد؛ سابقه آن حفظ شده است.")
+    return redirect("staff_tickets:detail", public_id=public_id)
+
+
+@staff_required
+@require_GET
+@never_cache
+def shared_message(request, share_id):
+    grant = received_message_share(request, share_id)
+    return redirect("staff_tickets:detail", public_id=grant.message.ticket.public_id)
+
+
+@staff_required
+@require_POST
+@never_cache
+def read_shared_messages(request, public_id):
+    ticket = get_object_or_404(Ticket, public_id=public_id)
+    allowed = visible_messages(ticket, request.user)
+    ids = request.POST.getlist("message_ids")[:100]
+    # Filter strings without parsing attacker-controlled UUIDs in the ORM.
+    visible = {str(value) for value in allowed.values_list("public_id", flat=True)}
+    accepted = set(ids) & visible
+    grants = received_messages(request.user, ticket).filter(message__public_id__in=accepted)
+    for grant in grants:
+        if grant.first_viewed_at is None:
+            mark_share_opened(grant, request.user)
+    return JsonResponse({"unread_shares": unread_shares(request.user)})
+
+
+@staff_required
+@require_GET
+@never_cache
+def unread_count(request):
+    return JsonResponse({"unread_shares": unread_shares(request.user)})
+
+
+@staff_required
+@require_GET
+@never_cache
+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

apps/tickets/staff_conversation.py

@@ -0,0 +1,83 @@
+"""Staff conversation access; message grants never become ticket grants."""
+import hashlib
+
+from django.core.exceptions import PermissionDenied
+from django.db.models import Q
+from django.http import JsonResponse
+from django.template.loader import render_to_string
+
+from .models import MessageShare, TicketAccessGrant
+from .policies import TicketPolicy
+from .sharing import staff_message_context
+
+
+def received_messages(user, ticket=None):
+    grants = MessageShare.objects.filter(user=user, revoked_at__isnull=True, message__deleted_at__isnull=True)
+    return grants.filter(message__ticket=ticket) if ticket is not None else grants
+
+
+def unread_shares(user):
+    profile = getattr(user, "staff_profile", None)
+    if not user.is_authenticated or not user.is_active or user.account_type != "STAFF" or not profile or not profile.is_active:
+        return 0
+    return (received_messages(user).filter(first_viewed_at__isnull=True).count()
+            + TicketAccessGrant.objects.filter(user=user, revoked_at__isnull=True, first_viewed_at__isnull=True).count())
+
+
+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()
+    if TicketPolicy.can_view(user, ticket):
+        return query
+    grants = received_messages(user, ticket)
+    if not grants.exists():
+        raise PermissionDenied
+    return query.filter(pk__in=grants.values("message_id"))
+
+
+def message_context(ticket, user, conversation):
+    context = staff_message_context(ticket, user, conversation)
+    grants = {g.message_id: g for g in received_messages(user, ticket).select_related("granted_by__staff_profile")}
+    for item in conversation:
+        item.received_share = grants.get(item.pk)
+    context["limited_share"] = not TicketPolicy.can_view(user, ticket)
+    return context
+
+
+def shared_ticket_rows(user, params):
+    """All received shares use ordinary ticket metadata and filters."""
+    from .models import Ticket
+    from .selectors import filter_staff_tickets, staff_ticket_rows
+    full = staff_ticket_rows(user)
+    query = Ticket.objects.select_related("customer__customer_profile", "category", "owner__staff_profile", "selected_expert__staff_profile", "owning_unit", "assigned_unit", "group_dispatch").filter(
+        Q(pk__in=full.values("pk")) | Q(pk__in=received_messages(user).values("message__ticket_id")))
+    rows = list(filter_staff_tickets(query, user, params)[:100])
+    full_ids = set(full.filter(pk__in=[ticket.pk for ticket in rows]).values_list("pk", flat=True))
+    for ticket in rows:
+        ticket.limited_share = ticket.pk not in full_ids
+    return rows
+
+
+def limited_poll(request, ticket):
+    """Version depends exclusively on authorized messages and their active grants."""
+    from .views import conversation_page
+    query = visible_messages(ticket, request.user)
+    grants = list(received_messages(request.user, ticket).values_list("pk", "note"))
+    source = repr((list(query.order_by("pk").values_list("pk", "updated_at")), grants,
+                   ticket.status, ticket.priority, ticket.subject, ticket.province, ticket.city))
+    version = hashlib.sha256(source.encode()).hexdigest()[:20]
+    latest = query.order_by("-created_at", "-pk").first()
+    cursor = str(latest.public_id) if latest else ""
+    data = {"changed": False, "version": version, "cursor": cursor}
+    if request.GET.get("version") != version or request.GET.get("cursor", "") != cursor:
+        conversation, has_older, older_cursor = conversation_page(query.select_related("author").prefetch_related("attachments"))
+        context = {"ticket": ticket, "viewer_user": request.user, "conversation": conversation,
+                   "has_older": has_older, "older_cursor": older_cursor,
+                   **message_context(ticket, request.user, conversation)}
+        data.update(changed=True, replace=True, staff_limited=True, count=query.count(), status=ticket.get_status_display(),
+                    html=render_to_string("tickets/_staff_older_messages.html", context, request=request))
+    response = JsonResponse(data)
+    response["Cache-Control"] = "private, no-store"
+    return response

apps/tickets/staff_urls.py

@@ -1,4 +1,15 @@
 from django.urls import path
-from . import views
+from . import views, sharing_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("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"),
+    path("tickets/<uuid:public_id>/messages/<uuid:message_id>/share/", views.staff_share, name="share_message"),
+    path("tickets/<uuid:public_id>/message-shares/<uuid:share_id>/revoke/", sharing_views.revoke_message, name="revoke_message_share"),
+    path("shared-messages/<uuid:share_id>/", sharing_views.shared_message, name="shared_message"),
+    path("shared-messages/<uuid:share_id>/attachments/<uuid:attachment_id>/", sharing_views.shared_attachment, name="shared_message_attachment"),
+    path("shared-messages/<uuid:share_id>/attachments/<uuid:attachment_id>/download/", sharing_views.shared_attachment, {"download": True}, name="shared_message_attachment_download"),
+]

apps/tickets/views.py

@@ -14,6 +14,7 @@ from django.urls import reverse
 from django.utils import timezone
 from django.utils.dateparse import parse_date
 from django.views.decorators.http import require_http_methods, require_POST
+from django.views.decorators.cache import never_cache
 from uuid import uuid4
 import hashlib
 import json
@@ -30,11 +31,14 @@ from apps.core.iran_locations import location_data
 from apps.core.persian_text import normalize_persian_text
 from apps.integrations.voip import place_voip_call
 from apps.staff.models import OrganizationalUnit, StaffProfile
-from .forms import ContactGroupForm,GroupDispatchForm,ReplyForm,ShareForm,StaffContactForm,StaffCreateTicketForm,StaffReplyForm,TicketForm,TransferForm,UnitSMSTemplateForm
-from .models import GroupDispatch,Ticket,TicketCategory,TicketReadState,TicketTag
+from .forms import ContactGroupForm,GroupDispatchForm,ReplyForm,StaffContactForm,StaffCreateTicketForm,StaffReplyForm,TicketForm,TransferForm,UnitSMSTemplateForm
+from .models import GroupDispatch,MessageShare,Ticket,TicketCategory,TicketReadState,TicketTag
+from .forms import StaffMessageShareForm, StaffTicketShareForm
+from .sharing import mark_ticket_share_opened, require_share_authority, revoke_staff_share, share_staff_message, share_staff_ticket, sharing_context, staff_message_context
 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,revoke_access,share_ticket,transfer_ticket
+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
 MESSAGE_PAGE_SIZE=50
 SMS_RETRYABLE_DELIVERY_STATUSES=(
     NotificationJob.DeliveryStatus.UNDELIVERED,
@@ -145,7 +149,12 @@ def conversation_poll_response(request,ticket,actor,include_internal=False):
     else:
         conversation=list(messages_qs[:MESSAGE_PAGE_SIZE])
     if include_internal: mark_messages_read(conversation,actor)
-    html=render_to_string("tickets/_messages.html",{"conversation":conversation,"ticket":ticket,"viewer_user":actor},request=request)
+    context={"conversation":conversation,"ticket":ticket,"viewer_user":actor}
+    template="tickets/_messages.html"
+    if include_internal:
+        context.update(message_context(ticket,actor,conversation))
+        template="tickets/_staff_messages.html"
+    html=render_to_string(template,context,request=request)
     response=JsonResponse({"changed":True,"version":version,"cursor":str(latest.public_id) if latest else "","replace":replace,"html":html,"count":qs.count(),"status":ticket.get_status_display()})
     response["Cache-Control"]="private, no-cache, no-store, must-revalidate"
     return response
@@ -343,7 +352,7 @@ def customer_reply(request,public_id):
 @staff_required
 def staff_list(request):
     from apps.staff.models import OrganizationalUnit, StaffProfile
-    qs=filter_staff_tickets(staff_ticket_rows(request.user),request.user,request.GET)
+    qs=shared_ticket_rows(request.user,request.GET) if request.GET.get("tab") == "shared" else filter_staff_tickets(staff_ticket_rows(request.user),request.user,request.GET)
     tab=request.GET.get("tab","")
     tab_titles={"":"میز کار","new":"صف جدید","selected":"انتخابی من","mine":"تیکت‌های من","shared":"اشتراک‌ها","waiting_staff":"در انتظار اقدام من","waiting_customer":"در انتظار مشتری","resolved":"حل‌شده‌ها","closed":"بسته‌شده‌ها"}
     if tab not in tab_titles: tab=""
@@ -352,7 +361,7 @@ def staff_list(request):
     selected_group_ids=[int(value) for value in request.GET.getlist("contact_group") if value.isdigit()]
     categories=TicketCategory.objects.filter(is_active=True,unit_id__in=unit_ids) if unit_ids else TicketCategory.objects.filter(is_active=True)
     experts=StaffProfile.objects.filter(is_active=True,user__unit_memberships__unit_id__in=unit_ids,user__unit_memberships__is_active=True).select_related("user").distinct() if unit_ids else StaffProfile.objects.filter(is_active=True).select_related("user")
-    context={"tickets":qs[:100],"statuses":Ticket.Status.choices,"priorities":Ticket.Priority.choices,"delivery_types":Ticket.DeliveryType.choices,"stakeholder_types":CustomerProfile.StakeholderType.choices,"categories":categories,"experts":experts,"units":OrganizationalUnit.objects.filter(pk__in=unit_ids),"contact_groups":ContactGroup.objects.filter(unit_id__in=unit_ids,is_active=True),"selected_group_ids":selected_group_ids,"ticket_tags":TicketTag.objects.filter(is_active=True),"selected_tag_ids":selected_tag_ids,"counts":dashboard_counts(request.user),"active_tab":tab,"active_tab_title":tab_titles[tab]}
+    context={"tickets":qs[:100],"statuses":Ticket.Status.choices,"priorities":Ticket.Priority.choices,"delivery_types":Ticket.DeliveryType.choices,"stakeholder_types":CustomerProfile.StakeholderType.choices,"categories":categories,"experts":experts,"units":OrganizationalUnit.objects.filter(pk__in=unit_ids),"contact_groups":ContactGroup.objects.filter(unit_id__in=unit_ids,is_active=True),"selected_group_ids":selected_group_ids,"ticket_tags":TicketTag.objects.filter(is_active=True),"selected_tag_ids":selected_tag_ids,"counts":dashboard_counts(request.user),"active_tab":tab,"active_tab_title":tab_titles[tab],"unread_message_shares":MessageShare.objects.filter(user=request.user,revoked_at__isnull=True,first_viewed_at__isnull=True,message__deleted_at__isnull=True).count()}
     return render(request,"tickets/_staff_ticket_results.html" if request.headers.get("HX-Request") else "tickets/staff_list.html",context)
 @staff_required
 def staff_create(request):
@@ -433,15 +442,20 @@ def staff_customer_search(request):
         results.append({"id":str(customer.public_id),"mobile":customer.local_mobile,"name":str(profile) if profile else customer.local_mobile,"first_name":getattr(profile,"first_name","") or "","last_name":getattr(profile,"last_name","") or "","province":getattr(profile,"province","") or "","city":getattr(profile,"city","") or "","customer_type":profile.get_customer_type_display() if profile and profile.customer_type else "ثبت نشده","ticket_count":customer.ticket_count,"active_count":customer.active_count})
     return JsonResponse({"results":results})
 @staff_required
+@never_cache
 def staff_detail(request,public_id):
     ticket=get_object_or_404(Ticket.objects.select_related("customer__customer_profile","category","owner__staff_profile","selected_expert__staff_profile","group_dispatch__unit","group_dispatch__contact_group"),public_id=public_id)
-    if not TicketPolicy.can_view(request.user,ticket): raise PermissionDenied
-    conversation,has_older,older_cursor=conversation_page(ticket.ticket_messages.select_related("author").prefetch_related("attachments","read_receipts__user__staff_profile","read_receipts__user__customer_profile"))
+    visible=visible_messages(ticket,request.user)
+    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_messages_read(conversation,request.user)
-    last=conversation[-1] if conversation else None; TicketReadState.objects.update_or_create(ticket=ticket,user=request.user,defaults={"last_read_at":timezone.now(),"last_read_message":last})
+    mark_ticket_share_opened(ticket,request.user)
+    message_sharing=message_context(ticket,request.user,conversation)
+    if TicketPolicy.can_view(request.user,ticket):
+        last=conversation[-1] if conversation else None
+        TicketReadState.objects.update_or_create(ticket=ticket,user=request.user,defaults={"last_read_at":timezone.now(),"last_read_message":last})
     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]
     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__ticket=ticket) | Q(ticket=ticket)).select_related("message").order_by("-created_at", "-pk"))
+    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)
     can_request_announcement=request.user.account_type==User.AccountType.STAFF and can_retry_sms
     configuration=VoipConfiguration.load() if can_request_announcement else None
@@ -452,7 +466,7 @@ def staff_detail(request,public_id):
     group_dispatch = ticket.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
-    return render(request,"tickets/staff_detail.html",{"ticket":ticket,"conversation":conversation,"has_older":has_older,"older_cursor":older_cursor,"form":StaffReplyForm(),"transfer_form":TransferForm(),"share_form":ShareForm(),"can_claim":TicketPolicy.can_claim(request.user,ticket),"can_transfer":TicketPolicy.can_transfer(request.user,ticket),"can_share":TicketPolicy.can_share(request.user,ticket),"can_delete":TicketPolicy.can_delete(request.user,ticket),"can_resolve_dispatch":can_resolve_dispatch,"group_open_count":group_open_count,"statuses":Ticket.Status.choices,"priorities":Ticket.Priority.choices,"grants":ticket.access_grants.filter(revoked_at__isnull=True).select_related("user__staff_profile"),"customer_history":history,"sms_jobs":sms_jobs,"announcement_jobs":announcement_jobs,"can_request_announcement":can_request_announcement,"announcement_ready":announcement_ready,"viewer_user":request.user,"voip_call_methods":_voip_call_methods(request.user),"poll_version":conversation_version(ticket,latest),"poll_cursor":latest.public_id if latest else ""})
+    return render(request,"tickets/staff_detail.html",{"ticket":ticket,"conversation":conversation,"has_older":has_older,"older_cursor":older_cursor,"form":StaffReplyForm(),"transfer_form":TransferForm(),"share_form":StaffTicketShareForm(actor=request.user),"can_claim":TicketPolicy.can_claim(request.user,ticket),"can_transfer":TicketPolicy.can_transfer(request.user,ticket),"can_share":TicketPolicy.can_share(request.user,ticket),"can_delete":TicketPolicy.can_delete(request.user,ticket),"can_resolve_dispatch":can_resolve_dispatch,"group_open_count":group_open_count,"statuses":Ticket.Status.choices,"priorities":Ticket.Priority.choices,"grants":ticket.access_grants.filter(revoked_at__isnull=True).select_related("user__staff_profile"),"customer_history":history,"sms_jobs":sms_jobs,"announcement_jobs":announcement_jobs,"can_request_announcement":can_request_announcement,"announcement_ready":announcement_ready,"viewer_user":request.user,"voip_call_methods":_voip_call_methods(request.user),"poll_version":conversation_version(ticket,latest),"poll_cursor":latest.public_id if latest else "",**message_sharing,**sharing_context(ticket,request.user)})
 
 
 @staff_required
@@ -493,14 +507,14 @@ def staff_sms_retry(request,public_id,job_id):
 @staff_required
 def staff_messages(request,public_id):
     ticket=get_object_or_404(Ticket,public_id=public_id)
-    if not TicketPolicy.can_view(request.user,ticket): raise PermissionDenied
-    conversation,has_older,older_cursor=conversation_page(ticket.ticket_messages.select_related("author").prefetch_related("attachments","read_receipts__user__staff_profile","read_receipts__user__customer_profile"),request.GET.get("before"))
+    conversation,has_older,older_cursor=conversation_page(visible_messages(ticket,request.user).select_related("author").prefetch_related("attachments","read_receipts__user__staff_profile","read_receipts__user__customer_profile"),request.GET.get("before"))
     mark_messages_read(conversation,request.user)
-    return render(request,"tickets/_older_messages.html",{"ticket":ticket,"conversation":conversation,"has_older":has_older,"older_cursor":older_cursor,"older_route":"staff_tickets:messages","viewer_user":request.user})
+    return render(request,"tickets/_staff_older_messages.html",{"ticket":ticket,"conversation":conversation,"has_older":has_older,"older_cursor":older_cursor,"viewer_user":request.user,**message_context(ticket,request.user,conversation)})
 @staff_required
 def staff_poll(request,public_id):
     ticket=get_object_or_404(Ticket,public_id=public_id)
-    if not TicketPolicy.can_view(request.user,ticket): raise PermissionDenied
+    visible_messages(ticket,request.user)
+    if not TicketPolicy.can_view(request.user,ticket): return limited_poll(request,ticket)
     return conversation_poll_response(request,ticket,request.user,include_internal=True)
 @staff_required
 @require_POST
@@ -532,19 +546,31 @@ def staff_transfer(request,public_id):
     return redirect("staff_tickets:detail",public_id=public_id)
 @staff_required
 @require_POST
-def staff_share(request,public_id):
-    ticket=get_object_or_404(Ticket,public_id=public_id); form=ShareForm(request.POST)
-    if form.is_valid():
-        try: share_ticket(ticket,request.user,form.cleaned_data["expert"],form.cleaned_data["permission_level"]); messages.success(request,"دسترسی ایجاد شد.")
-        except PermissionDenied: messages.error(request,"اجازه اشتراک این تیکت را ندارید.")
+def staff_share(request,public_id,message_id=None):
+    from .sharing_views import submit_share_form
+    ticket=get_object_or_404(Ticket,public_id=public_id)
+    require_share_authority(request.user,ticket)
+    if message_id is not None:
+        selected_message=get_object_or_404(Message,public_id=message_id,ticket=ticket)
+        form=StaffMessageShareForm(request.POST,actor=request.user)
+        save=lambda: share_staff_message(selected_message,request.user,form.cleaned_data["expert"],form.cleaned_data["note"])
+        success="فقط همین پیام و پیوست‌های آن در صندوق اشتراک‌های کارشناس قرار گرفت."
+    else:
+        form=StaffTicketShareForm(request.POST,actor=request.user)
+        save=lambda: share_staff_ticket(ticket,request.user,form.cleaned_data["expert"],form.cleaned_data["permission_level"],form.cleaned_data["note"])
+        success="اشتراک تیکت ثبت شد؛ وضعیت مشاهده در سوابق قابل پیگیری است."
+    submit_share_form(request,form,save,success)
     return redirect("staff_tickets:detail",public_id=public_id)
 
 @staff_required
 @require_POST
 def staff_revoke(request,public_id,user_id):
-    ticket=get_object_or_404(Ticket,public_id=public_id); target=get_object_or_404(User,public_id=user_id)
-    try: revoke_access(ticket,request.user,target); messages.success(request,"دسترسی کارشناس لغو شد.")
-    except PermissionDenied: messages.error(request,"اجازه لغو این دسترسی را ندارید.")
+    ticket=get_object_or_404(Ticket,public_id=public_id)
+    require_share_authority(request.user,ticket)
+    grant=ticket.access_grants.filter(user__public_id=user_id,revoked_at__isnull=True).first()
+    if grant:
+        revoke_staff_share(grant,request.user)
+    messages.success(request,"دسترسی اشتراکی لغو شد؛ مجوزهای مستقل کارشناس تغییر نمی‌کنند.")
     return redirect("staff_tickets:detail",public_id=public_id)
 
 @staff_required