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apps/notifications/models.py

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+from django.conf import settings
+from django.core.exceptions import ValidationError
+from django.db import models
+from apps.core.models import PersianTextNormalizationMixin
+
+
+def sms_template_tags():
+    return ["magic_link", "first_name", "last_name", "recipient_name", "unit_name", "company_name", "ticket_number", "subject", "province", "city", "expert_name"]
+
+class SMSTemplate(PersianTextNormalizationMixin, models.Model):
+    persian_text_fields={"title":False,"body":True}
+    class Event(models.TextChoices):
+        CUSTOMER_TICKET_CREATED="CUSTOMER_TICKET_CREATED","ثبت تیکت توسط مشتری"
+        STAFF_TICKET_CREATED="STAFF_TICKET_CREATED","ثبت تیکت توسط کارشناس"
+        STAFF_REPLY="STAFF_REPLY","پاسخ کارشناس"
+    unit=models.ForeignKey("staff.OrganizationalUnit",on_delete=models.CASCADE,null=True,blank=True,related_name="sms_templates",help_text="خالی یعنی الگوی عمومی و fallback.")
+    event_type=models.CharField(max_length=50,choices=Event.choices)
+    title=models.CharField(max_length=120)
+    body=models.TextField(help_text="تگ‌ها را مانند {magic_link} در متن قرار دهید.")
+    allowed_tags=models.JSONField(default=sms_template_tags,blank=True)
+    is_active=models.BooleanField(default=True)
+    updated_at=models.DateTimeField(auto_now=True)
+    class Meta:
+        constraints=[models.UniqueConstraint(fields=["unit","event_type"],name="unique_sms_template_per_unit"),models.UniqueConstraint(fields=["event_type"],condition=models.Q(unit__isnull=True),name="unique_global_sms_template_event")]
+    def __str__(self): return self.get_event_type_display()
+    def clean(self):
+        from string import Formatter
+        tags={field for _,field,_,_ in Formatter().parse(self.body) if field}
+        invalid=tags-set(self.allowed_tags)
+        if invalid: raise ValidationError({"body":f"تگ‌های غیرمجاز: {', '.join(sorted(invalid))}"})
+
+class NotificationPolicy(models.Model):
+    class Key(models.TextChoices):
+        STAFF_REPLY_SMS="STAFF_REPLY_SMS","پیامک پاسخ کارشناس"
+        CUSTOMER_REPLY_BALE="CUSTOMER_REPLY_BALE","اعلان پاسخ مشتری در بله"
+    key=models.CharField(max_length=50,choices=Key.choices,unique=True)
+    quiet_period_seconds=models.PositiveIntegerField(default=300,help_text="پس از آخرین فعالیت تیکت، چند ثانیه برای ادامه گفت‌وگو صبر شود.")
+    is_active=models.BooleanField(default=True)
+    updated_at=models.DateTimeField(auto_now=True)
+    class Meta:
+        verbose_name="سیاست اعلان"
+        verbose_name_plural="سیاست‌های اعلان"
+    def __str__(self): return self.get_key_display()
+
+class NotificationJob(models.Model):
+    class Channel(models.TextChoices): SMS="SMS","پیامک"; BALE="BALE","بله"
+    class Status(models.TextChoices): PENDING="PENDING","در صف"; PROCESSING="PROCESSING","در حال ارسال"; SENT="SENT","ارسال‌شده"; FAILED="FAILED","ناموفق"; CANCELLED="CANCELLED","لغوشده"
+    channel=models.CharField(max_length=10,choices=Channel.choices); event_type=models.CharField(max_length=50); customer=models.ForeignKey(settings.AUTH_USER_MODEL,on_delete=models.CASCADE,null=True,blank=True,related_name="customer_notifications"); staff_user=models.ForeignKey(settings.AUTH_USER_MODEL,on_delete=models.CASCADE,null=True,blank=True,related_name="staff_notifications"); ticket=models.ForeignKey("tickets.Ticket",on_delete=models.CASCADE,null=True,blank=True); payload=models.JSONField(default=dict); status=models.CharField(max_length=15,choices=Status.choices,default=Status.PENDING,db_index=True); attempts=models.PositiveSmallIntegerField(default=0); next_attempt_at=models.DateTimeField(db_index=True); last_error=models.TextField(blank=True); provider_message_id=models.CharField(max_length=500,blank=True); dedupe_key=models.CharField(max_length=200,unique=True); created_at=models.DateTimeField(auto_now_add=True); sent_at=models.DateTimeField(null=True,blank=True)
+    class Meta:
+        indexes=[models.Index(fields=["status","next_attempt_at"],name="notif_due_idx"),models.Index(fields=["ticket","channel","status"],name="notif_ticket_chan_idx")]