175 lines
12 KiB
Python
175 lines
12 KiB
Python
import logging
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import time
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from datetime import timedelta
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import jdatetime
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from django.conf import settings
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from django.core.management.base import BaseCommand
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from django.db import transaction
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from django.utils import timezone
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from apps.accounts.models import TicketMagicLink
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from apps.integrations.bale.providers import get_bale_provider
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from apps.integrations.sms.providers import get_sms_provider
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from apps.messaging.models import MessageReadReceipt
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from apps.notifications.models import NotificationJob,NotificationPolicy,SMSTemplate
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from apps.notifications.services import customer_reply_bale_policy,staff_reply_policy
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from apps.tickets.models import Ticket
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logger = logging.getLogger(__name__)
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def _magic_link(job, reason):
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token,link = TicketMagicLink.issue_with_record(job.ticket, reason=reason, created_by=job.staff_user or job.ticket.owner or job.ticket.created_by)
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return link, f"{settings.PUBLIC_BASE_URL}/t/{token}/"
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def _sms_context(job,magic_link):
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profile=getattr(job.customer,"customer_profile",None)
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unit=job.ticket.owning_unit
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return {"magic_link":magic_link,"first_name":getattr(profile,"first_name","") or "","last_name":getattr(profile,"last_name","") or "","recipient_name":" ".join(filter(None,[getattr(profile,"first_name","") or "",getattr(profile,"last_name","") or ""])),"unit_name":unit.name if unit else "","company_name":getattr(settings,"COMPANY_NAME","لوله گستر گلپایگان"),"ticket_number":job.ticket.ticket_number,"subject":job.ticket.subject,"province":job.ticket.province or getattr(profile,"province","") or "","city":job.ticket.city or getattr(profile,"city","") or "","expert_name":job.ticket.assigned_expert_name}
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def _render_sms(event_type,context,unit=None):
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from string import Formatter
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template=(SMSTemplate.objects.filter(event_type=event_type,is_active=True,unit=unit).first() if unit else None) or SMSTemplate.objects.get(event_type=event_type,is_active=True,unit__isnull=True)
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used={field for _,field,_,_ in Formatter().parse(template.body) if field}
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invalid=used-set(template.allowed_tags)
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if invalid: raise ValueError(f"SMS template contains unsupported tags: {', '.join(sorted(invalid))}")
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missing=used-set(context)
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if missing: raise ValueError(f"SMS template context is missing: {', '.join(sorted(missing))}")
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return template.body.format_map(context)
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def _bale_ticket_text(ticket, message=None, *, is_reply=False, message_count=1, reopened=False):
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profile = getattr(ticket.customer, "customer_profile", None)
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name = " ".join(x for x in [getattr(profile, "first_name", ""), getattr(profile, "last_name", "")] if x).strip() or "ثبت نشده"
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location = "، ".join(x for x in [getattr(profile, "city", "") or ticket.city, getattr(profile, "province", "") or ticket.province] if x)
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message = message or ticket.ticket_messages.filter(is_internal=False).order_by("created_at", "id").first()
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raw_excerpt = " ".join((message.body if message else "").split())
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excerpt = f"{raw_excerpt[:277].rstrip()}…" if len(raw_excerpt)>280 else raw_excerpt or "بدون متن"
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local_created = timezone.localtime(message.created_at if message else ticket.created_at)
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jalali = jdatetime.datetime.fromgregorian(datetime=local_created, locale=jdatetime.FA_LOCALE).strftime("%d %B، %H:%M")
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lines=[
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"♻️ بازگشایی تیکت توسط مشتری" if reopened else (f"💬 {message_count} پیام جدید مشتری" if is_reply and message_count>1 else ("💬 پاسخ جدید مشتری" if is_reply else "🆕 تیکت جدید مشتری")),
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"────────────",
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f"🎫 {ticket.ticket_number}",
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f"📌 {ticket.subject}",
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f"👤 {name}",
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f"📞 {ticket.customer.local_mobile or 'ثبت نشده'}",
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]
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if location: lines.append(f"📍 {location}")
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lines.extend([f"🕒 {jalali}", "", f"📝 {excerpt}", "", "🔗 مشاهده و پاسخ", f"{settings.PUBLIC_BASE_URL}/staff/tickets/{ticket.public_id}/"])
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return "\n".join(lines)
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def _send_sms(job):
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issued = None
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if job.event_type == "UNIT_SUPERVISOR_NEW_TICKET":
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recipient = job.payload.get("recipient_mobile", "")
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if not recipient:
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raise ValueError("Unit supervisor mobile is not configured")
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subject = " ".join(job.ticket.subject.split())[:80] or "بدون موضوع"
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category = " ".join(job.ticket.category.title.split())[:50]
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customer_mobile = job.ticket.customer.local_mobile or "ثبت نشده"
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message = f"تیکت جدید {job.ticket.ticket_number}\nتلفن: {customer_mobile}\nموضوع: {subject}\nدسته: {category}"
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return get_sms_provider().send_message(recipient, message), issued
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if job.event_type == "CUSTOMER_TICKET_CREATED":
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issued, url = _magic_link(job, "customer_created_ticket")
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message = _render_sms(job.event_type,_sms_context(job,url),job.ticket.owning_unit)
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elif job.event_type == "STAFF_TICKET_CREATED":
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issued, url = _magic_link(job, "staff_created_ticket"); message = _render_sms(job.event_type,_sms_context(job,url),job.ticket.owning_unit)
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elif job.event_type == "STAFF_REPLY":
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issued, url = _magic_link(job, "staff_reply"); message = _render_sms(job.event_type,_sms_context(job,url),job.ticket.owning_unit)
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else:
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raise ValueError(f"Unsupported SMS event: {job.event_type}")
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return get_sms_provider().send_message(job.customer.mobile, message), issued
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def _send_bale(job):
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unit_chat_id = (getattr(job.ticket.owning_unit, "bale_chat_id", "") or "").strip()
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if job.event_type == "NEW_CUSTOMER_TICKET":
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return get_bale_provider().send_message(unit_chat_id, _bale_ticket_text(job.ticket)) if unit_chat_id else None
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if job.event_type in ["CUSTOMER_TICKET_REPLY","CUSTOMER_TICKET_REOPENED"]:
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message = job.ticket.ticket_messages.filter(pk=job.payload.get("message_id"), is_internal=False).first()
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if not message: raise ValueError("Customer reply message no longer exists")
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return get_bale_provider().send_message(unit_chat_id, _bale_ticket_text(job.ticket,message,is_reply=True,message_count=job.payload.get("message_count",1),reopened=job.event_type=="CUSTOMER_TICKET_REOPENED")) if unit_chat_id else None
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if not job.staff_user or not hasattr(job.staff_user, "staff_profile"): raise ValueError("Bale recipient is not configured")
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profile = job.staff_user.staff_profile
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if not profile.bale_notifications_enabled: return None
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return get_bale_provider().send_message(profile.bale_chat_id, f"رویداد جدید برای تیکت {job.ticket.ticket_number}\n{settings.PUBLIC_BASE_URL}/staff/tickets/{job.ticket.public_id}/")
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def _prepare_staff_reply_sms(job):
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"""Final transactional guard immediately before the irreversible provider call."""
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with transaction.atomic():
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ticket=Ticket.objects.select_for_update().get(pk=job.ticket_id)
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locked=NotificationJob.objects.select_for_update().get(pk=job.pk)
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policy=staff_reply_policy()
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message_id=locked.payload.get("latest_message_id")
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message=ticket.ticket_messages.filter(pk=message_id,is_internal=False,author__account_type="STAFF").first()
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reason=""
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if not policy.is_active: reason="policy_disabled"
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elif not message: reason="staff_message_missing"
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elif MessageReadReceipt.objects.filter(message=message,user_id=locked.customer_id).exists(): reason="customer_read"
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elif ticket.ticket_messages.filter(is_internal=False,author_id=locked.customer_id,created_at__gt=message.created_at).exists(): reason="customer_replied"
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if reason:
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locked.status=NotificationJob.Status.CANCELLED; locked.last_error=reason
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locked.save(update_fields=["status","last_error"])
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return False
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due=ticket.last_activity_at+timedelta(seconds=policy.quiet_period_seconds)
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if due>timezone.now():
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locked.status=NotificationJob.Status.PENDING; locked.next_attempt_at=due; locked.last_error="conversation_active"
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locked.save(update_fields=["status","next_attempt_at","last_error"])
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return False
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return True
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def _prepare_customer_reply_bale(job):
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with transaction.atomic():
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ticket=Ticket.objects.select_for_update().get(pk=job.ticket_id)
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locked=NotificationJob.objects.select_for_update().get(pk=job.pk)
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policy=customer_reply_bale_policy()
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if not policy.is_active:
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locked.status=NotificationJob.Status.CANCELLED; locked.last_error="policy_disabled"; locked.save(update_fields=["status","last_error"]); return False
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due=ticket.last_customer_message_at+timedelta(seconds=policy.quiet_period_seconds)
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if due>timezone.now():
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locked.status=NotificationJob.Status.PENDING; locked.next_attempt_at=due; locked.last_error="customer_chat_active"
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locked.save(update_fields=["status","next_attempt_at","last_error"]); return False
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return True
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class Command(BaseCommand):
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help = "Process notification outbox"
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def add_arguments(self, parser):
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parser.add_argument("--once", action="store_true")
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parser.add_argument("--job-id", type=int, help="Process only one notification job")
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parser.add_argument("--min-id", type=int, help="Process this job id and newer jobs")
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parser.add_argument("--channel", choices=NotificationJob.Channel.values, help="Process only one notification channel")
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def handle(self, *args, **options):
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while True:
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stale = timezone.now() - timedelta(minutes=10)
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NotificationJob.objects.filter(status="PROCESSING", next_attempt_at__lt=stale).update(status="FAILED", next_attempt_at=timezone.now(), last_error="Recovered stale processing job")
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with transaction.atomic():
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queryset = NotificationJob.objects.select_for_update(skip_locked=True).filter(status__in=["PENDING", "FAILED"], attempts__lt=settings.MAX_NOTIFICATION_ATTEMPTS, next_attempt_at__lte=timezone.now())
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if options.get("channel"):
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queryset = queryset.filter(channel=options["channel"])
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if options.get("job_id"):
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queryset = queryset.filter(pk=options["job_id"])
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elif options.get("min_id"):
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queryset = queryset.filter(pk__gte=options["min_id"])
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jobs = list(queryset.order_by("created_at")[:20])
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NotificationJob.objects.filter(pk__in=[x.pk for x in jobs]).update(status="PROCESSING", next_attempt_at=timezone.now())
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for job in jobs:
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issued_link = None
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try:
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if job.channel == NotificationJob.Channel.SMS and job.event_type == "STAFF_REPLY" and not _prepare_staff_reply_sms(job):
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continue
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if job.channel == NotificationJob.Channel.BALE and job.event_type == "CUSTOMER_TICKET_REPLY" and not _prepare_customer_reply_bale(job):
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continue
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if job.channel == NotificationJob.Channel.SMS: result, issued_link = _send_sms(job)
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else: result = _send_bale(job)
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if result is not None and not result.success: raise RuntimeError(result.error or "Provider rejected notification")
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job.attempts += 1; job.status = "SENT"; job.sent_at = timezone.now(); job.last_error = ""; job.provider_message_id = getattr(result,"provider_id","") if result is not None else ""
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except Exception as exc:
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if issued_link:
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issued_link.revoked_at = timezone.now(); issued_link.save(update_fields=["revoked_at"])
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job.attempts += 1; job.last_error = str(exc)[:1000]; job.provider_message_id = ""; job.status = "FAILED"; job.next_attempt_at = timezone.now() + timedelta(seconds=min(3600, 2**job.attempts * 10)); logger.exception("notification failed id=%s", job.pk)
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job.save()
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if job.ticket_id and job.ticket.group_dispatch_id:
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from apps.tickets.services import refresh_group_dispatch_status
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refresh_group_dispatch_status(job.ticket.group_dispatch_id)
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if options["once"] or options.get("job_id"): break
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time.sleep(5)
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