first

apps/notifications/services.py

@@ -0,0 +1,53 @@
+from datetime import timedelta
+from uuid import uuid4
+from django.utils import timezone
+from .models import NotificationJob,NotificationPolicy
+def enqueue(channel,event_type,ticket,dedupe_key,payload=None,customer=None,staff_user=None):
+    return NotificationJob.objects.get_or_create(dedupe_key=dedupe_key,defaults={"channel":channel,"event_type":event_type,"ticket":ticket,"payload":payload or {},"customer":customer,"staff_user":staff_user,"next_attempt_at":timezone.now()})[0]
+
+def staff_reply_policy():
+    return NotificationPolicy.objects.get_or_create(key=NotificationPolicy.Key.STAFF_REPLY_SMS,defaults={"quiet_period_seconds":300})[0]
+
+def customer_reply_bale_policy():
+    return NotificationPolicy.objects.get_or_create(key=NotificationPolicy.Key.CUSTOMER_REPLY_BALE,defaults={"quiet_period_seconds":600})[0]
+
+def cancel_staff_reply_sms(ticket,reason):
+    return NotificationJob.objects.filter(ticket=ticket,channel=NotificationJob.Channel.SMS,event_type="STAFF_REPLY",status__in=[NotificationJob.Status.PENDING,NotificationJob.Status.FAILED]).update(status=NotificationJob.Status.CANCELLED,last_error=reason)
+
+def schedule_staff_reply_sms(ticket,message):
+    """Debounce a chat burst into one SMS; caller already locks the ticket."""
+    policy=staff_reply_policy()
+    if not policy.is_active:
+        cancel_staff_reply_sms(ticket,"policy_disabled")
+        return None,False
+    due=timezone.now()+timedelta(seconds=policy.quiet_period_seconds)
+    job=NotificationJob.objects.filter(ticket=ticket,customer=ticket.customer,channel=NotificationJob.Channel.SMS,event_type="STAFF_REPLY",status__in=[NotificationJob.Status.PENDING,NotificationJob.Status.FAILED]).order_by("-created_at").first()
+    payload={"latest_message_id":message.pk}
+    if job:
+        job.payload=payload; job.next_attempt_at=due; job.status=NotificationJob.Status.PENDING; job.attempts=0; job.last_error=""
+        job.save(update_fields=["payload","next_attempt_at","status","attempts","last_error"])
+        return job,False
+    return NotificationJob.objects.create(channel=NotificationJob.Channel.SMS,event_type="STAFF_REPLY",ticket=ticket,customer=ticket.customer,payload=payload,next_attempt_at=due,dedupe_key=f"ticket:{ticket.pk}:staff-reply:{uuid4().hex}"),True
+
+def cancel_staff_reply_sms_if_read(ticket,customer):
+    jobs=NotificationJob.objects.filter(ticket=ticket,customer=customer,channel=NotificationJob.Channel.SMS,event_type="STAFF_REPLY",status__in=[NotificationJob.Status.PENDING,NotificationJob.Status.FAILED])
+    cancelled=0
+    for job in jobs:
+        message_id=job.payload.get("latest_message_id")
+        if message_id and customer.message_read_receipts.filter(message_id=message_id).exists():
+            job.status=NotificationJob.Status.CANCELLED; job.last_error="customer_read"; job.save(update_fields=["status","last_error"]); cancelled+=1
+    return cancelled
+
+def schedule_customer_reply_bale(ticket,message):
+    """Debounce consecutive customer chat messages into one Bale group alert."""
+    policy=customer_reply_bale_policy()
+    if not policy.is_active: return None,False
+    due=timezone.now()+timedelta(seconds=policy.quiet_period_seconds)
+    job=NotificationJob.objects.filter(ticket=ticket,channel=NotificationJob.Channel.BALE,event_type="CUSTOMER_TICKET_REPLY",status__in=[NotificationJob.Status.PENDING,NotificationJob.Status.FAILED]).order_by("-created_at").first()
+    count=int((job.payload if job else {}).get("message_count",0))+1
+    payload={"message_id":message.pk,"message_count":count}
+    if job:
+        job.payload=payload; job.next_attempt_at=due; job.status=NotificationJob.Status.PENDING; job.attempts=0; job.last_error=""
+        job.save(update_fields=["payload","next_attempt_at","status","attempts","last_error"])
+        return job,False
+    return NotificationJob.objects.create(channel=NotificationJob.Channel.BALE,event_type="CUSTOMER_TICKET_REPLY",ticket=ticket,customer=ticket.customer,payload=payload,next_attempt_at=due,dedupe_key=f"ticket:{ticket.pk}:customer-reply-bale:{uuid4().hex}"),True