107 lines
3.2 KiB
Go
107 lines
3.2 KiB
Go
package service
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import (
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"context"
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"fmt"
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"github.com/gochat/gochat/internal/model"
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"github.com/gochat/gochat/internal/repository"
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applogger "github.com/gochat/gochat/pkg/logger"
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)
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// SlaEventService 创建和管理SLA事件记录。
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// Reference: Chatwoot app/models/sla_event.rb
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// 事件类型: frt/nrt/rt missed, 以及hit事件（会话resolved时）
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type SlaEventService struct {
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slaEventRepo *repository.SlaEventRepo
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conversationRepo *repository.ConversationRepo
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}
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// NewSlaEventService 创建新的SLA事件服务。
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func NewSlaEventService(
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slaEventRepo *repository.SlaEventRepo,
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conversationRepo *repository.ConversationRepo,
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) *SlaEventService {
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return &SlaEventService{
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slaEventRepo: slaEventRepo,
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conversationRepo: conversationRepo,
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}
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}
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// NewSlaEventServiceSimple 创建不需要conversationRepo的简化版本（用于内部调用）。
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// 内部调用时InboxID从其他地方获取。
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func NewSlaEventServiceSimple(slaEventRepo *repository.SlaEventRepo) *SlaEventService {
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return &SlaEventService{
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slaEventRepo: slaEventRepo,
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}
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}
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// CreateMissedEvent 创建一个SLA阈值missed事件记录。
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// Reference: Chatwoot — 当SLA阈值未被满足时，创建missed事件
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// eventType: frt/nrt/rt，标识哪个阈值被违反
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func (s *SlaEventService) CreateMissedEvent(
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ctx context.Context,
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appliedSla *model.AppliedSLA,
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eventType model.SLAEventType,
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) error {
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// 获取InboxID: 从会话获取
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inboxID := uint(0)
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if s.conversationRepo != nil {
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conversation, err := s.conversationRepo.FindByID(ctx, appliedSla.ConversationID)
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if err == nil {
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inboxID = conversation.InboxID
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} else {
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applogger.L().Errorf("查找Conversation获取InboxID失败: %v", err)
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}
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}
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event := &model.SlaEvent{
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AppliedSlaID: appliedSla.ID,
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AccountID: appliedSla.AccountID,
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ConversationID: appliedSla.ConversationID,
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InboxID: inboxID,
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SlaPolicyID: appliedSla.SlaPolicyID,
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EventType: eventType,
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}
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if err := s.slaEventRepo.Create(ctx, event); err != nil {
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return fmt.Errorf("创建SlaEvent missed记录失败: %w", err)
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}
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applogger.L().Infof("创建SlaEvent missed: AppliedSLA[%d] eventType=%s", appliedSla.ID, eventType)
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return nil
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}
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// CreateHitEvent 当会话resolved且所有阈值达标时，创建hit事件记录。
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// Reference: Chatwoot — 当会话解决且SLA目标全部达标时，创建hit事件
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func (s *SlaEventService) CreateHitEvent(
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ctx context.Context,
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appliedSla *model.AppliedSLA,
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) error {
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// 获取InboxID: 从会话获取
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inboxID := uint(0)
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if s.conversationRepo != nil {
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conversation, err := s.conversationRepo.FindByID(ctx, appliedSla.ConversationID)
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if err == nil {
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inboxID = conversation.InboxID
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} else {
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applogger.L().Errorf("查找Conversation获取InboxID失败: %v", err)
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}
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}
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event := &model.SlaEvent{
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AppliedSlaID: appliedSla.ID,
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AccountID: appliedSla.AccountID,
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ConversationID: appliedSla.ConversationID,
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InboxID: inboxID,
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SlaPolicyID: appliedSla.SlaPolicyID,
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EventType: model.SLAEventFRT, // hit事件使用FRT作为标记类型
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}
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if err := s.slaEventRepo.Create(ctx, event); err != nil {
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return fmt.Errorf("创建SlaEvent hit记录失败: %w", err)
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}
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applogger.L().Infof("创建SlaEvent hit: AppliedSLA[%d]", appliedSla.ID)
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return nil
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} |