update

2025-10-07 22:10:27 +03:00
parent 3f5bcfad68
commit d48c54e2c5
3221 changed files with 40187 additions and 92575 deletions
--- a/gnx-react/backend/support/models.py
+++ b/gnx-react/backend/support/models.py
@@ -0,0 +1,320 @@
+from django.db import models
+from django.contrib.auth.models import User
+from django.utils import timezone
+from django.core.validators import EmailValidator
+import random
+import string
+
+class TicketStatus(models.Model):
+    name = models.CharField(max_length=50, unique=True)
+    color = models.CharField(max_length=7, default='#667eea', help_text='Hex color code')
+    description = models.TextField(blank=True)
+    is_closed = models.BooleanField(default=False, help_text='Whether this status represents a closed ticket')
+    is_active = models.BooleanField(default=True)
+    display_order = models.PositiveIntegerField(default=0)
+    created_at = models.DateTimeField(auto_now_add=True)
+
+    class Meta:
+        ordering = ['display_order', 'name']
+        verbose_name_plural = 'Ticket Statuses'
+
+    def __str__(self):
+        return self.name
+
+
+class TicketPriority(models.Model):
+    name = models.CharField(max_length=50, unique=True)
+    level = models.PositiveIntegerField(unique=True, help_text='Lower number = higher priority')
+    color = models.CharField(max_length=7, default='#667eea', help_text='Hex color code')
+    description = models.TextField(blank=True)
+    sla_hours = models.PositiveIntegerField(default=24, help_text='SLA response time in hours')
+    is_active = models.BooleanField(default=True)
+    created_at = models.DateTimeField(auto_now_add=True)
+
+    class Meta:
+        ordering = ['level']
+        verbose_name_plural = 'Ticket Priorities'
+
+    def __str__(self):
+        return self.name
+
+
+class TicketCategory(models.Model):
+    name = models.CharField(max_length=100, unique=True)
+    description = models.TextField(blank=True)
+    color = models.CharField(max_length=7, default='#667eea', help_text='Hex color code')
+    icon = models.CharField(max_length=50, default='fa-question-circle', help_text='FontAwesome icon class')
+    is_active = models.BooleanField(default=True)
+    display_order = models.PositiveIntegerField(default=0)
+    created_at = models.DateTimeField(auto_now_add=True)
+    updated_at = models.DateTimeField(auto_now=True)
+
+    class Meta:
+        ordering = ['display_order', 'name']
+        verbose_name_plural = 'Ticket Categories'
+
+    def __str__(self):
+        return self.name
+
+
+class SupportTicket(models.Model):
+    TICKET_TYPES = [
+        ('technical', 'Technical Issue'),
+        ('billing', 'Billing Question'),
+        ('feature_request', 'Feature Request'),
+        ('bug_report', 'Bug Report'),
+        ('general', 'General Inquiry'),
+        ('account', 'Account Issue'),
+    ]
+
+    ticket_number = models.CharField(max_length=20, unique=True, editable=False)
+    title = models.CharField(max_length=200)
+    description = models.TextField()
+    ticket_type = models.CharField(max_length=20, choices=TICKET_TYPES, default='general')
+    
+    # User information
+    user = models.ForeignKey(User, on_delete=models.CASCADE, related_name='support_tickets', null=True, blank=True)
+    user_name = models.CharField(max_length=100)
+    user_email = models.EmailField()
+    user_phone = models.CharField(max_length=20, blank=True)
+    company = models.CharField(max_length=100, blank=True)
+    
+    # Ticket management
+    category = models.ForeignKey(TicketCategory, on_delete=models.SET_NULL, null=True, blank=True)
+    priority = models.ForeignKey(TicketPriority, on_delete=models.SET_NULL, null=True, blank=True)
+    status = models.ForeignKey(TicketStatus, on_delete=models.SET_NULL, null=True, blank=True)
+    assigned_to = models.ForeignKey(User, on_delete=models.SET_NULL, null=True, blank=True, related_name='assigned_tickets')
+    assigned_at = models.DateTimeField(null=True, blank=True)
+    
+    # Timestamps
+    created_at = models.DateTimeField(auto_now_add=True)
+    updated_at = models.DateTimeField(auto_now=True)
+    closed_at = models.DateTimeField(null=True, blank=True)
+    last_activity = models.DateTimeField(auto_now=True)
+    first_response_at = models.DateTimeField(null=True, blank=True)
+    sla_deadline = models.DateTimeField(null=True, blank=True)
+    
+    # Additional fields
+    tags = models.CharField(max_length=500, blank=True, help_text='Comma-separated tags')
+    internal_notes = models.TextField(blank=True, help_text='Internal notes visible only to staff')
+    is_escalated = models.BooleanField(default=False)
+    escalation_reason = models.TextField(blank=True)
+    attachments = models.JSONField(default=list, blank=True, help_text='List of file paths')
+
+    class Meta:
+        ordering = ['-created_at']
+        indexes = [
+            models.Index(fields=['ticket_number']),
+            models.Index(fields=['user_email']),
+            models.Index(fields=['status']),
+            models.Index(fields=['priority']),
+            models.Index(fields=['assigned_to']),
+            models.Index(fields=['created_at']),
+        ]
+
+    def __str__(self):
+        return f"{self.ticket_number} - {self.title}"
+
+    def save(self, *args, **kwargs):
+        if not self.ticket_number:
+            self.ticket_number = self.generate_ticket_number()
+        
+        # Set SLA deadline based on priority
+        if not self.sla_deadline and self.priority:
+            self.sla_deadline = timezone.now() + timezone.timedelta(hours=self.priority.sla_hours)
+        
+        super().save(*args, **kwargs)
+
+    @staticmethod
+    def generate_ticket_number():
+        """Generate a unique ticket number in format: TKT-YYYYMMDD-XXXXX"""
+        today = timezone.now().strftime('%Y%m%d')
+        random_str = ''.join(random.choices(string.ascii_uppercase + string.digits, k=5))
+        ticket_number = f'TKT-{today}-{random_str}'
+        
+        # Ensure uniqueness
+        while SupportTicket.objects.filter(ticket_number=ticket_number).exists():
+            random_str = ''.join(random.choices(string.ascii_uppercase + string.digits, k=5))
+            ticket_number = f'TKT-{today}-{random_str}'
+        
+        return ticket_number
+
+
+class TicketMessage(models.Model):
+    MESSAGE_TYPES = [
+        ('user_message', 'User Message'),
+        ('agent_response', 'Agent Response'),
+        ('system_note', 'System Note'),
+        ('status_change', 'Status Change'),
+        ('assignment_change', 'Assignment Change'),
+        ('escalation', 'Escalation'),
+    ]
+
+    ticket = models.ForeignKey(SupportTicket, on_delete=models.CASCADE, related_name='messages')
+    message_type = models.CharField(max_length=20, choices=MESSAGE_TYPES, default='user_message')
+    content = models.TextField()
+    
+    # Author information
+    author = models.ForeignKey(User, on_delete=models.SET_NULL, null=True, blank=True, related_name='ticket_messages')
+    author_name = models.CharField(max_length=100, blank=True)
+    author_email = models.EmailField(blank=True)
+    
+    # Message metadata
+    is_internal = models.BooleanField(default=False, help_text='Internal message not visible to user')
+    created_at = models.DateTimeField(auto_now_add=True)
+    updated_at = models.DateTimeField(auto_now=True)
+    attachments = models.JSONField(default=list, blank=True, help_text='List of file paths')
+    
+    # Read status
+    is_read = models.BooleanField(default=False)
+    read_at = models.DateTimeField(null=True, blank=True)
+    read_by = models.ForeignKey(User, on_delete=models.SET_NULL, null=True, blank=True, related_name='read_messages')
+
+    class Meta:
+        ordering = ['created_at']
+        indexes = [
+            models.Index(fields=['ticket', 'created_at']),
+            models.Index(fields=['author']),
+            models.Index(fields=['message_type']),
+        ]
+
+    def __str__(self):
+        return f"Message on {self.ticket.ticket_number} at {self.created_at}"
+
+
+class TicketActivity(models.Model):
+    ACTIVITY_TYPES = [
+        ('created', 'Ticket Created'),
+        ('updated', 'Ticket Updated'),
+        ('status_changed', 'Status Changed'),
+        ('assigned', 'Ticket Assigned'),
+        ('message_added', 'Message Added'),
+        ('escalated', 'Ticket Escalated'),
+        ('closed', 'Ticket Closed'),
+        ('reopened', 'Ticket Reopened'),
+    ]
+
+    ticket = models.ForeignKey(SupportTicket, on_delete=models.CASCADE, related_name='activities')
+    activity_type = models.CharField(max_length=20, choices=ACTIVITY_TYPES)
+    description = models.TextField()
+    user = models.ForeignKey(User, on_delete=models.SET_NULL, null=True, blank=True, related_name='ticket_activities')
+    user_name = models.CharField(max_length=100, blank=True)
+    old_value = models.TextField(blank=True)
+    new_value = models.TextField(blank=True)
+    created_at = models.DateTimeField(auto_now_add=True)
+
+    class Meta:
+        ordering = ['-created_at']
+        indexes = [
+            models.Index(fields=['ticket', 'created_at']),
+            models.Index(fields=['activity_type']),
+        ]
+
+    def __str__(self):
+        return f"{self.activity_type} - {self.ticket.ticket_number}"
+
+
+class KnowledgeBaseCategory(models.Model):
+    name = models.CharField(max_length=100, unique=True)
+    slug = models.SlugField(max_length=120, unique=True)
+    description = models.TextField(blank=True)
+    icon = models.CharField(max_length=50, default='fa-book', help_text='FontAwesome icon class')
+    color = models.CharField(max_length=7, default='#667eea', help_text='Hex color code')
+    is_active = models.BooleanField(default=True)
+    display_order = models.PositiveIntegerField(default=0)
+    created_at = models.DateTimeField(auto_now_add=True)
+    updated_at = models.DateTimeField(auto_now=True)
+
+    class Meta:
+        ordering = ['display_order', 'name']
+        verbose_name_plural = 'Knowledge Base Categories'
+
+    def __str__(self):
+        return self.name
+
+
+class KnowledgeBaseArticle(models.Model):
+    title = models.CharField(max_length=200)
+    slug = models.SlugField(max_length=220, unique=True)
+    category = models.ForeignKey(KnowledgeBaseCategory, on_delete=models.SET_NULL, null=True, related_name='articles')
+    content = models.TextField()
+    summary = models.TextField(blank=True, help_text='Short summary of the article')
+    
+    # SEO and metadata
+    meta_description = models.CharField(max_length=160, blank=True)
+    keywords = models.CharField(max_length=500, blank=True, help_text='Comma-separated keywords')
+    
+    # Article management
+    author = models.ForeignKey(User, on_delete=models.SET_NULL, null=True, blank=True, related_name='kb_articles')
+    is_published = models.BooleanField(default=False)
+    is_featured = models.BooleanField(default=False)
+    view_count = models.PositiveIntegerField(default=0)
+    helpful_count = models.PositiveIntegerField(default=0)
+    not_helpful_count = models.PositiveIntegerField(default=0)
+    
+    # Timestamps
+    created_at = models.DateTimeField(auto_now_add=True)
+    updated_at = models.DateTimeField(auto_now=True)
+    published_at = models.DateTimeField(null=True, blank=True)
+
+    class Meta:
+        ordering = ['-created_at']
+        indexes = [
+            models.Index(fields=['slug']),
+            models.Index(fields=['category']),
+            models.Index(fields=['is_published']),
+            models.Index(fields=['created_at']),
+        ]
+
+    def __str__(self):
+        return self.title
+
+
+class SupportSettings(models.Model):
+    setting_name = models.CharField(max_length=100, unique=True)
+    setting_value = models.TextField()
+    description = models.TextField(blank=True)
+    is_active = models.BooleanField(default=True)
+    created_at = models.DateTimeField(auto_now_add=True)
+    updated_at = models.DateTimeField(auto_now=True)
+
+    class Meta:
+        verbose_name_plural = 'Support Settings'
+
+    def __str__(self):
+        return self.setting_name
+
+
+class RegisteredEmail(models.Model):
+    """
+    Email addresses that are authorized to submit support tickets
+    Only admins can add/remove emails from this list
+    """
+    email = models.EmailField(unique=True, validators=[EmailValidator()])
+    company_name = models.CharField(max_length=200, blank=True, help_text='Company or organization name')
+    contact_name = models.CharField(max_length=200, blank=True, help_text='Primary contact name')
+    notes = models.TextField(blank=True, help_text='Internal notes about this registration')
+    is_active = models.BooleanField(default=True, help_text='Whether this email can submit tickets')
+    added_by = models.ForeignKey(User, on_delete=models.SET_NULL, null=True, blank=True, related_name='registered_emails')
+    created_at = models.DateTimeField(auto_now_add=True)
+    updated_at = models.DateTimeField(auto_now=True)
+    last_ticket_date = models.DateTimeField(null=True, blank=True, help_text='Last time this email submitted a ticket')
+    ticket_count = models.PositiveIntegerField(default=0, help_text='Total number of tickets submitted')
+
+    class Meta:
+        ordering = ['-created_at']
+        verbose_name = 'Registered Email'
+        verbose_name_plural = 'Registered Emails'
+        indexes = [
+            models.Index(fields=['email']),
+            models.Index(fields=['is_active']),
+        ]
+
+    def __str__(self):
+        return f"{self.email} ({self.company_name or 'No company'})"
+    
+    def increment_ticket_count(self):
+        """Increment ticket count and update last ticket date"""
+        self.ticket_count += 1
+        self.last_ticket_date = timezone.now()
+        self.save(update_fields=['ticket_count', 'last_ticket_date'])