auto commit: 2025-02-05 12:25:44

2026-05-14 11:18:02 +00:00 · 2025-02-05 12:25:45 +08:00
parent 6254b6b6de
commit baadb46c2d
6 changed files with 154 additions and 57 deletions
--- a/modules/ticket/src/main/java/com/bytedesk/ticket/delegate/TicketEvaluatePriorityDelegate.java
+++ b/modules/ticket/src/main/java/com/bytedesk/ticket/delegate/TicketEvaluatePriorityDelegate.java
@@ -2,7 +2,7 @@
 * @Author: jackning 270580156@qq.com
 * @Date: 2025-01-28 13:33:20
 * @LastEditors: jackning 270580156@qq.com
- * @LastEditTime: 2025-01-28 13:36:32
+ * @LastEditTime: 2025-02-05 12:19:25
 * @Description: bytedesk.com https://github.com/Bytedesk/bytedesk
 *   Please be aware of the BSL license restrictions before installing Bytedesk IM – 
 *  selling, reselling, or hosting Bytedesk IM as a service is a breach of the terms and automatically terminates your rights under the license. 
@@ -13,19 +13,98 @@
 */
 package com.bytedesk.ticket.delegate;

+import java.util.Optional;
+
 import org.flowable.engine.delegate.DelegateExecution;
 import org.flowable.engine.delegate.JavaDelegate;
+import org.springframework.beans.factory.annotation.Autowired;
 import org.springframework.stereotype.Component;

+import com.bytedesk.ticket.ticket.TicketEntity;
+import com.bytedesk.ticket.ticket.TicketRestService;
+
 import lombok.extern.slf4j.Slf4j;

@Slf4j
-@Component
+@Component("ticketEvaluatePriorityDelegate")
 public class TicketEvaluatePriorityDelegate implements JavaDelegate {
-    
+
+    @Autowired
+    private TicketRestService ticketRestService;
+
+    public TicketEvaluatePriorityDelegate() {
+        // 默认构造函数
+    }
+
    @Override
    public void execute(DelegateExecution execution) {
-        log.info("Evaluating ticket priority for process: {}", execution.getProcessInstanceId());
-        // TODO: 实现优先级评估逻辑
+        log.info("Evaluating ticket priority");
+        
+        // 获取工单相关变量
+        String ticketUid = (String) execution.getVariable("ticketUid");
+
+        Optional<TicketEntity> ticketOptional = ticketRestService.findByUid(ticketUid);
+        if (!ticketOptional.isPresent()) {
+            log.error("Ticket not found: {}", ticketUid);
+            return;
+        }
+        TicketEntity ticket = ticketOptional.get(); 
+        
+        // String customerLevel = (String) execution.getVariable("customerLevel");
+        // String issueType = (String) execution.getVariable("issueType");
+        // String impactLevel = (String) execution.getVariable("impactLevel");
+        
+        // 根据规则评估优先级
+        String priority = ticket.getPriority();
+        // String slaTime = ticket.getSlaTime();
+        
+        // if ("VIP".equals(customerLevel) && "SYSTEM_ERROR".equals(issueType) && "HIGH".equals(impactLevel)) {
+        //     priority = TicketPriorityEnum.URGENT.name();
+        //     slaTime = "PT1H";
+        // } else if ("VIP".equals(customerLevel) && "COMPLAINT".equals(issueType)) {
+        //     priority = TicketPriorityEnum.HIGH.name();
+        //     slaTime = "PT2H";
+        // } else if ("REGULAR".equals(customerLevel) && "SYSTEM_ERROR".equals(issueType) && "HIGH".equals(impactLevel)) {
+        //     priority = TicketPriorityEnum.HIGH.name();
+        //     slaTime = "PT4H";
+        // } else if ("FUNCTION".equals(issueType)) {
+        //     priority = TicketPriorityEnum.MEDIUM.name();
+        //     slaTime = "PT8H";
+        // } else {
+        //     priority = TicketPriorityEnum.LOW.name();
+        //     slaTime = "P1D";
+        // }
+
+        // 根据优先级设置SLA时间
+        // 根据不同优先级设置不同的SLA时间
+        String slaTime = "P1D";
+        switch (ticket.getPriority()) {
+            case "CRITICAL":
+                slaTime = "PT30M";     // 30分钟
+                break;
+            case "URGENT":
+                slaTime = "PT1H";     // 1小时
+                break;
+            case "HIGH":
+                slaTime = "PT2H";     // 2小时
+                break;
+            case "MEDIUM":
+                slaTime = "PT4H";     // 4小时
+                break;
+            case "LOW":
+                slaTime = "PT8H";     // 8小时
+                break;
+            case "LOWEST":
+                slaTime = "P1D";      // 1天
+                break;
+            default:
+                slaTime = "P1D";      // 1天
+        }
+        
+        // 设置流程变量
+        execution.setVariable("priority", priority);
+        execution.setVariable("slaTime", slaTime);
+        
+        log.info("Priority evaluation completed: priority={}, slaTime={}", priority, slaTime);
    }
 } 
--- a/modules/ticket/src/main/java/com/bytedesk/ticket/listener/TicketEventListener.java
+++ b/modules/ticket/src/main/java/com/bytedesk/ticket/listener/TicketEventListener.java
@@ -2,7 +2,7 @@
 * @Author: jackning 270580156@qq.com
 * @Date: 2025-01-23 14:52:45
 * @LastEditors: jackning 270580156@qq.com
- * @LastEditTime: 2025-02-05 11:15:26
+ * @LastEditTime: 2025-02-05 12:13:48
 * @Description: bytedesk.com https://github.com/Bytedesk/bytedesk
 *   Please be aware of the BSL license restrictions before installing Bytedesk IM – 
 *  selling, reselling, or hosting Bytedesk IM as a service is a breach of the terms and automatically terminates your rights under the license. 
@@ -15,6 +15,7 @@ package com.bytedesk.ticket.listener;

 import java.util.HashMap;
 import java.util.Map;
+import java.util.Optional;

 import org.flowable.engine.RuntimeService;
 import org.flowable.engine.runtime.ProcessInstance;
@@ -25,7 +26,7 @@ import com.bytedesk.ticket.consts.TicketConsts;
 import com.bytedesk.ticket.event.TicketCreateEvent;
 import com.bytedesk.ticket.event.TicketUpdateEvent;
 import com.bytedesk.ticket.ticket.TicketEntity;
-import com.bytedesk.ticket.ticket.TicketRepository;
+import com.bytedesk.ticket.ticket.TicketRestService;
 import com.bytedesk.ticket.ticket.TicketTypeEnum;

 import lombok.RequiredArgsConstructor;
@@ -38,7 +39,7 @@ public class TicketEventListener {
    
    private final RuntimeService runtimeService;

-    private final TicketRepository ticketRepository;
+    private final TicketRestService ticketRestService;

    @EventListener
    public void handleTicketCreateEvent(TicketCreateEvent event) {
@@ -47,7 +48,8 @@ public class TicketEventListener {

        // 启动工单流程
        Map<String, Object> variables = new HashMap<>();
-        // variables.put("orgUid", ticket.getOrgUid());
+        variables.put("ticketUid", ticket.getUid());
+        variables.put("orgUid", ticket.getOrgUid());
        variables.put("userUid", ticket.getReporter().getUid());
        String processKey = null;
        if (ticket.getType().equals(TicketTypeEnum.AGENT.name())) {
@@ -90,8 +92,12 @@ public class TicketEventListener {
        log.info("TicketEventListener processInstance: {}", processInstance.getId());

        // 设置工单的流程实例ID
-        ticket.setProcessInstanceId(processInstance.getId());
-        ticketRepository.save(ticket);
+        Optional<TicketEntity> ticketOptional = ticketRestService.findByUid(ticket.getUid());
+        if (ticketOptional.isPresent()) {
+            TicketEntity ticketEntity = ticketOptional.get();
+            ticketEntity.setProcessInstanceId(processInstance.getId());
+            ticketRestService.save(ticketEntity);
+        }
    }

    @EventListener
--- a/modules/ticket/src/main/java/com/bytedesk/ticket/ticket/TicketRestService.java
+++ b/modules/ticket/src/main/java/com/bytedesk/ticket/ticket/TicketRestService.java
@@ -2,6 +2,7 @@ package com.bytedesk.ticket.ticket;

 import org.flowable.engine.TaskService;
 import org.modelmapper.ModelMapper;
+import org.springframework.cache.annotation.Cacheable;
 import org.springframework.data.domain.Page;
 import org.springframework.data.domain.PageRequest;
 import org.springframework.data.domain.Pageable;
@@ -81,6 +82,13 @@ public class TicketRestService extends BaseRestService<TicketEntity, TicketReque
        return ticketPage.map(this::convertToResponse);
    }

+    @Cacheable(value = "ticket", key = "#uid", unless = "#result == null")
+    @Override
+    public Optional<TicketEntity> findByUid(String uid) {
+        return ticketRepository.findByUid(uid);
+    }
+
+
    @Transactional
    @Override
    public TicketResponse create(TicketRequest request) {
@@ -251,11 +259,7 @@ public class TicketRestService extends BaseRestService<TicketEntity, TicketReque
        save(ticket);
    }

-    @Override
-    public Optional<TicketEntity> findByUid(String uid) {
-        return ticketRepository.findByUid(uid);
-    }
-
+    
    @Override
    public void handleOptimisticLockingFailureException(ObjectOptimisticLockingFailureException e,
            TicketEntity entity) {
--- a/modules/ticket/src/main/resources/application.yml
+++ b/modules/ticket/src/main/resources/application.yml
@@ -1,40 +1,48 @@
-spring:
-  mail:
-    host: smtp.example.com
-    port: 587
-    username: noreply@bytedesk.com
-    password: your-password
-    properties:
-      mail:
-        smtp:
-          auth: true
-          starttls:
-            enable: true 
+# spring:
+#   mail:
+#     host: smtp.example.com
+#     port: 587
+#     username: noreply@bytedesk.com
+#     password: your-password
+#     properties:
+#       mail:
+#         smtp:
+#           auth: true
+#           starttls:
+#             enable: true 

-flowable:
-  idm:
-    ldap:
-      enabled: true
-      server: ldap://ldap.bytedesk.com:389
-      base-dn: dc=bytedesk,dc=com
-      user-base-dn: ou=users
-      group-base-dn: ou=groups
-      user-search-filter: (uid={0})
-      group-search-filter: (member={0})
-      user-id-attribute: uid
-      user-first-name-attribute: givenName
-      user-last-name-attribute: sn
-      user-email-attribute: mail
-      group-id-attribute: cn
-      group-name-attribute: cn
-      authentication: simple
-      security-principal: cn=admin,dc=bytedesk,dc=com
-      security-credentials: admin_password
-  dmn:
-    enabled: true
-    deploy-resources: true
-    resource-location: classpath*:/dmn/*.dmn
-    history-enabled: true
-  process:
-    definition-cache-limit: 1
-    async-executor-activate: true 
+# flowable:
+#   idm:
+#     ldap:
+#       enabled: true
+#       server: ldap://ldap.bytedesk.com:389
+#       base-dn: dc=bytedesk,dc=com
+#       user-base-dn: ou=users
+#       group-base-dn: ou=groups
+#       user-search-filter: (uid={0})
+#       group-search-filter: (member={0})
+#       user-id-attribute: uid
+#       user-first-name-attribute: givenName
+#       user-last-name-attribute: sn
+#       user-email-attribute: mail
+#       group-id-attribute: cn
+#       group-name-attribute: cn
+#       authentication: simple
+#       security-principal: cn=admin,dc=bytedesk,dc=com
+#       security-credentials: admin_password
+#   dmn:
+#     enabled: true
+#     deploy-resources: true
+#     resource-location: classpath*:/dmn/
+#     resource-suffixes: **.dmn
+#   process:
+#     definition-location-prefix: classpath*:/processes/
+#     definition-location-suffixes: **.bpmn20.xml
+#   database-schema-update: true
+#   async-executor-activate: true
+#   common:
+#     app:
+#       idm-url: http://localhost:8080/flowable-idm
+#       idm-admin:
+#         user: admin
+#         password: test 
--- a/modules/ticket/src/main/resources/processes/agent-ticket-process.bpmn20.xml
+++ b/modules/ticket/src/main/resources/processes/agent-ticket-process.bpmn20.xml
@@ -21,7 +21,7 @@
            flowable:decisionRefBinding="latest"
            flowable:resultVariable="priorityResult"></businessRuleTask> -->
        <serviceTask id="evaluatePriority" name="Evaluate Priority"
-            flowable:class="com.bytedesk.ticket.delegate.TicketEvaluatePriorityDelegate"/>
+            flowable:delegateExpression="${ticketEvaluatePriorityDelegate}"/>
        <sequenceFlow id="sequenceFlow-a275b096-0da9-42a2-b28a-df7147204665"
            sourceRef="evaluatePriority" targetRef="assignToAgent"></sequenceFlow>
        <userTask id="assignToAgent" name="Agent Handle" flowable:assignee="${agentUid}"
--- a/modules/ticket/src/main/resources/processes/group-ticket-process.bpmn20.xml
+++ b/modules/ticket/src/main/resources/processes/group-ticket-process.bpmn20.xml
@@ -21,7 +21,7 @@
            flowable:decisionRefBinding="latest"
            flowable:resultVariable="priorityResult"></businessRuleTask> -->
        <serviceTask id="evaluatePriority" name="Evaluate Priority"
-            flowable:class="com.bytedesk.ticket.delegate.TicketEvaluatePriorityDelegate"/>
+            flowable:delegateExpression="${ticketEvaluatePriorityDelegate}"/>
        <sequenceFlow id="sequenceFlow-d42ed887-6f67-4060-8889-8fabec33506b"
            sourceRef="evaluatePriority" targetRef="assignToGroup"></sequenceFlow>
        <userTask id="assignToGroup" name="Group Handle" flowable:candidateGroups="${workgroupUid}"