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import uuid
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from django.conf import settings
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from django.core.validators import MinLengthValidator
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from django.db import models
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from django.db.models import Q
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from apps.core.models import PersianTextNormalizationMixin, PublicIdModel, TimeStampedModel
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class TicketCategory(PersianTextNormalizationMixin, TimeStampedModel):
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persian_text_fields = {"title": False, "description": True, "search_keywords": True}
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unit=models.ForeignKey("staff.OrganizationalUnit",on_delete=models.PROTECT,null=True,blank=True,related_name="ticket_categories",verbose_name="واحد سازمانی",help_text="برای دسته‌های قدیمی عمومی می‌تواند خالی باشد؛ دسته‌های جدید باید واحد داشته باشند.")
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title=models.CharField(max_length=100); slug=models.SlugField(unique=True); description=models.TextField(blank=True); search_keywords=models.TextField(blank=True,verbose_name="کلیدواژه‌های جستجو",help_text="مترادف‌ها و عبارت‌های رایج مشتری را وارد کنید."); icon=models.CharField(max_length=50, blank=True); sort_order=models.PositiveIntegerField(default=0,db_index=True,verbose_name="ترتیب نمایش"); is_active=models.BooleanField(default=True); show_in_customer_form=models.BooleanField(default=True,verbose_name="نمایش در فرم مشتری",help_text="در صورت خاموش بودن، این دسته در انتخاب و جستجوی مشتری دیده نمی‌شود.")
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class Meta: ordering=["unit__sort_order", "unit__name", "sort_order", "title", "pk"]
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def __str__(self): return f"{self.unit.name} — {self.title}" if self.unit_id else self.title
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class SLAConfig(models.Model):
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priority=models.CharField(max_length=15, unique=True); first_response_minutes=models.PositiveIntegerField(); resolution_minutes=models.PositiveIntegerField(); is_active=models.BooleanField(default=True)
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class TicketTag(PersianTextNormalizationMixin, TimeStampedModel):
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persian_text_fields = {"name": False}
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name = models.CharField(max_length=80, unique=True)
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slug = models.SlugField(max_length=80, unique=True)
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color = models.CharField(max_length=7, default="#52677d")
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is_active = models.BooleanField(default=True)
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class Meta:
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ordering = ["name"]
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verbose_name = "برچسب تیکت"
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verbose_name_plural = "برچسب‌های تیکت"
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def __str__(self):
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return self.name
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class GroupDispatch(PersianTextNormalizationMixin, PublicIdModel, TimeStampedModel):
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"""One bulk operation whose recipients each receive an isolated ticket."""
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persian_text_fields = {"subject": False, "body": True}
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class Status(models.TextChoices):
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DRAFT = "DRAFT", "پیش‌نویس"
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QUEUED = "QUEUED", "در صف ارسال"
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SENT = "SENT", "ارسال‌شده"
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PARTIAL = "PARTIAL", "ارسال ناقص"
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CANCELLED = "CANCELLED", "لغوشده"
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class OperationType(models.TextChoices):
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BULK = "BULK", "ارسال گروهی تیکت"
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INQUIRY = "INQUIRY", "استعلام"
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unit = models.ForeignKey(
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"staff.OrganizationalUnit",
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on_delete=models.PROTECT,
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related_name="group_dispatches",
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)
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operation_type = models.CharField(max_length=12, choices=OperationType.choices, default=OperationType.BULK, db_index=True)
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contact_group = models.ForeignKey(
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"customers.ContactGroup",
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on_delete=models.PROTECT,
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related_name="dispatches",
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)
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created_by = models.ForeignKey(
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settings.AUTH_USER_MODEL,
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on_delete=models.PROTECT,
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related_name="created_group_dispatches",
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)
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category = models.ForeignKey(TicketCategory, on_delete=models.PROTECT)
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subject = models.CharField(max_length=200, validators=[MinLengthValidator(5)])
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body = models.TextField()
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status = models.CharField(max_length=12, choices=Status.choices, default=Status.DRAFT, db_index=True)
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recipient_count = models.PositiveIntegerField(default=0)
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dispatched_at = models.DateTimeField(null=True, blank=True)
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class Meta:
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ordering = ["-created_at"]
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permissions = [
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("dispatch_group_tickets", "Can dispatch isolated tickets to a contact group"),
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("create_bulk_dispatch", "Can create bulk ticket dispatches"),
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("view_all_bulk_dispatches", "Can view all bulk ticket dispatches"),
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("create_inquiry", "Can create inquiries"),
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("view_all_inquiries", "Can view all inquiries"),
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]
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verbose_name = "ارسال گروهی"
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verbose_name_plural = "ارسال‌های گروهی"
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def __str__(self):
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return f"{self.subject} ({self.contact_group})"
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class Ticket(PersianTextNormalizationMixin, PublicIdModel, TimeStampedModel):
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persian_text_fields = {"subject": False, "province": False, "city": False}
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class Status(models.TextChoices): NEW="NEW","جدید"; OPEN="OPEN","باز"; WAITING_CUSTOMER="WAITING_CUSTOMER","در انتظار مشتری"; WAITING_STAFF="WAITING_STAFF","در انتظار کارشناس"; RESOLVED="RESOLVED","حل‌شده"; CLOSED="CLOSED","بسته"; REOPENED="REOPENED","بازگشایی‌شده"
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class Priority(models.TextChoices): NORMAL="NORMAL","عادی"; IMPORTANT="IMPORTANT","مهم"; URGENT="URGENT","فوری"
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class Visibility(models.TextChoices): PUBLIC="PUBLIC","عمومی"; SELECTED="SELECTED","کارشناس انتخابی"
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class DeliveryType(models.TextChoices):
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INDIVIDUAL = "INDIVIDUAL", "فردی"
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GROUP = "GROUP", "ارسال گروهی"
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ticket_number=models.CharField(max_length=30, unique=True, editable=False)
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customer=models.ForeignKey(settings.AUTH_USER_MODEL, on_delete=models.PROTECT, related_name="customer_tickets")
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created_by=models.ForeignKey(settings.AUTH_USER_MODEL,on_delete=models.PROTECT,null=True,blank=True,related_name="created_tickets")
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owning_unit=models.ForeignKey("staff.OrganizationalUnit",on_delete=models.PROTECT,null=True,blank=True,related_name="owned_tickets")
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assigned_unit=models.ForeignKey("staff.OrganizationalUnit",on_delete=models.PROTECT,null=True,blank=True,related_name="assigned_tickets")
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delivery_type=models.CharField(max_length=12,choices=DeliveryType.choices,default=DeliveryType.INDIVIDUAL,db_index=True)
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group_dispatch=models.ForeignKey(GroupDispatch,on_delete=models.PROTECT,null=True,blank=True,related_name="tickets")
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tags=models.ManyToManyField(TicketTag,blank=True,related_name="tickets")
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category=models.ForeignKey(TicketCategory, on_delete=models.PROTECT, related_name="tickets")
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subject=models.CharField(max_length=200, validators=[MinLengthValidator(5)])
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province=models.CharField(max_length=100, blank=True)
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city=models.CharField(max_length=100, blank=True)
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status=models.CharField(max_length=25, choices=Status.choices, default=Status.NEW, db_index=True)
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priority=models.CharField(max_length=15, choices=Priority.choices, default=Priority.NORMAL, db_index=True)
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selected_expert=models.ForeignKey(settings.AUTH_USER_MODEL, on_delete=models.PROTECT, null=True, blank=True, related_name="selected_tickets")
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owner=models.ForeignKey(settings.AUTH_USER_MODEL, on_delete=models.PROTECT, null=True, blank=True, related_name="owned_tickets")
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origin_visibility=models.CharField(max_length=15, choices=Visibility.choices, default=Visibility.PUBLIC)
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last_activity_at=models.DateTimeField(db_index=True); first_response_at=models.DateTimeField(null=True, blank=True); last_customer_message_at=models.DateTimeField(null=True, blank=True); last_staff_message_at=models.DateTimeField(null=True, blank=True); first_response_due_at=models.DateTimeField(null=True, blank=True); resolution_due_at=models.DateTimeField(null=True, blank=True); resolved_at=models.DateTimeField(null=True, blank=True); closed_at=models.DateTimeField(null=True, blank=True); reopened_at=models.DateTimeField(null=True, blank=True)
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class Meta:
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ordering=["-last_activity_at"]
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permissions=[("view_all_tickets","Can view all tickets"),("claim_ticket","Can claim ticket"),("transfer_ticket","Can transfer ticket"),("share_ticket","Can share ticket"),("change_ticket_priority","Can change ticket priority"),("view_customer_history","Can view customer history")]
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indexes=[models.Index(fields=["status","last_activity_at"]), models.Index(fields=["owner","status"]), models.Index(fields=["selected_expert","status"]), models.Index(fields=["owning_unit","status"]), models.Index(fields=["delivery_type","last_activity_at"])]
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def save(self,*args,**kwargs):
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if not self.ticket_number:
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from django.utils import timezone
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self.ticket_number=f"TK-{timezone.localdate().year}-{uuid.uuid4().hex[:8].upper()}"
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super().save(*args,**kwargs)
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def __str__(self): return f"{self.ticket_number} - {self.subject}"
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@property
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def assigned_expert_name(self):
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expert=self.owner or self.selected_expert
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profile=getattr(expert,"staff_profile",None) if expert else None
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return getattr(profile,"display_name","") or "صف عمومی"
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class TicketAccessGrant(models.Model):
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class Level(models.TextChoices): VIEW_ONLY="VIEW_ONLY","فقط مشاهده"; REPLY="REPLY","پاسخ"; FULL="FULL","کامل"
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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)
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class Meta:
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constraints=[models.UniqueConstraint(fields=["ticket","user"],condition=Q(revoked_at__isnull=True),name="unique_active_ticket_grant")]
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class TicketEvent(models.Model):
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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"
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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)
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class TicketReadState(models.Model):
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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)
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class Meta: constraints=[models.UniqueConstraint(fields=["ticket","user"],name="unique_ticket_read_state")]
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