qiweimanager-master/helper/after_sales_store.go

package main

import (
	"encoding/json"
	"errors"
	"fmt"
	"os"
	"path/filepath"
	"sort"
	"strings"
	"sync"
	"time"
)

type AfterSalesIssueEngine struct {
	mu       sync.Mutex
	issues   []AfterSalesIssue
	messages []AfterSalesMessage
	state    AfterSalesCollectState
}

var afterSalesIssueEngine *AfterSalesIssueEngine

func initAfterSalesIssueEngine() {
	engine := &AfterSalesIssueEngine{}
	if err := engine.load(); err != nil && globalLogger != nil {
		globalLogger.Warn("[售后问题库] 加载本地数据失败: %v", err)
	}
	engine.updateStateMessageCountLocked()
	afterSalesIssueEngine = engine
	go engine.autoCollectLoop()
}

func getAfterSalesIssueEngine() *AfterSalesIssueEngine {
	if afterSalesIssueEngine == nil {
		initAfterSalesIssueEngine()
	}
	return afterSalesIssueEngine
}

func (e *AfterSalesIssueEngine) load() error {
	e.mu.Lock()
	defer e.mu.Unlock()

	var errs []string
	if err := readJSONFile(afterSalesIssuesPath(), &e.issues); err != nil {
		errs = append(errs, err.Error())
	}
	if err := readJSONFile(afterSalesStatePath(), &e.state); err != nil {
		errs = append(errs, err.Error())
	}
	if err := readJSONFile(afterSalesMessageBufferPath(), &e.messages); err != nil {
		errs = append(errs, err.Error())
	}
	e.normalizeIssuesLocked()
	if e.repairIssuesLocked() {
		_ = e.saveIssuesLocked()
	}
	e.trimMessagesLocked(time.Now())
	e.updateStateMessageCountLocked()
	if len(errs) > 0 {
		return errors.New(strings.Join(errs, "; "))
	}
	return nil
}

func (e *AfterSalesIssueEngine) snapshotIssues() []AfterSalesIssue {
	e.mu.Lock()
	defer e.mu.Unlock()
	result := append([]AfterSalesIssue(nil), e.issues...)
	sort.Slice(result, func(i, j int) bool {
		return result[i].CreatedAt > result[j].CreatedAt
	})
	return result
}

func (e *AfterSalesIssueEngine) snapshotStatus() AfterSalesCollectState {
	e.mu.Lock()
	defer e.mu.Unlock()
	e.updateStateMessageCountLocked()
	return e.state
}

func (e *AfterSalesIssueEngine) saveIssue(issue AfterSalesIssue) error {
	e.mu.Lock()
	defer e.mu.Unlock()
	now := time.Now().Local().Format(time.RFC3339)
	issue.ID = strings.TrimSpace(issue.ID)
	if issue.ID == "" {
		issue.ID = newAfterSalesID()
	}
	if strings.TrimSpace(issue.CreatedAt) == "" {
		issue.CreatedAt = now
	}
	issue.UpdatedAt = now
	issue.Status = normalizeAfterSalesStatus(issue.Status)
	issue.CustomerName = normalizeAfterSalesDisplayName(issue.CustomerName)
	issue.ImagePaths = uniqueNonEmptyStrings(issue.ImagePaths)
	issue.ImageRefs = uniqueNonEmptyStrings(issue.ImageRefs)
	issue.FileAttachments = normalizeAfterSalesFileAttachments(issue.FileAttachments)
	issue.SourceMessageIDs = uniqueNonEmptyStrings(issue.SourceMessageIDs)
	issue.SourceAccountUserID = strings.TrimSpace(issue.SourceAccountUserID)
	issue.SourceAccountName = strings.TrimSpace(issue.SourceAccountName)
	normalizeAfterSalesDispatchFields(&issue)
	if issue.Fingerprint == "" {
		issue.Fingerprint = afterSalesFingerprint(issue.ConversationID, issue.CustomerUserID, issue.IssueContent)
	}

	for i := range e.issues {
		if e.issues[i].ID == issue.ID {
			if strings.TrimSpace(issue.AISuggestion) != strings.TrimSpace(e.issues[i].AISuggestion) {
				issue.AISuggestionEdited = true
			}
			if issue.CollectBatchID == "" {
				issue.CollectBatchID = e.issues[i].CollectBatchID
			}
			if issue.Fingerprint == "" {
				issue.Fingerprint = e.issues[i].Fingerprint
			}
			if issue.SourceClientID == 0 {
				issue.SourceClientID = e.issues[i].SourceClientID
			}
			if strings.TrimSpace(issue.SourceAccountUserID) == "" {
				issue.SourceAccountUserID = e.issues[i].SourceAccountUserID
			}
			if strings.TrimSpace(issue.SourceAccountName) == "" {
				issue.SourceAccountName = e.issues[i].SourceAccountName
			}
			e.issues[i] = issue
			return e.saveIssuesLocked()
		}
	}
	e.issues = append(e.issues, issue)
	return e.saveIssuesLocked()
}

func (e *AfterSalesIssueEngine) deleteIssue(id string) bool {
	e.mu.Lock()
	defer e.mu.Unlock()
	id = strings.TrimSpace(id)
	if id == "" {
		return false
	}
	next := e.issues[:0]
	deleted := false
	for _, issue := range e.issues {
		if issue.ID == id {
			deleted = true
			continue
		}
		next = append(next, issue)
	}
	e.issues = next
	if deleted {
		if err := e.saveIssuesLocked(); err != nil && globalLogger != nil {
			globalLogger.Warn("[售后问题库] 删除后保存失败: %v", err)
		}
	}
	return deleted
}

func (e *AfterSalesIssueEngine) setAutoCollectEnabled(enabled bool) error {
	e.mu.Lock()
	e.state.AutoCollectEnabled = enabled
	e.updateStateMessageCountLocked()
	err := e.saveStateLocked()
	e.mu.Unlock()
	return err
}

func (e *AfterSalesIssueEngine) normalizeIssuesLocked() {
	for i := range e.issues {
		e.issues[i].Status = normalizeAfterSalesStatus(e.issues[i].Status)
		e.issues[i].CustomerName = normalizeAfterSalesDisplayName(e.issues[i].CustomerName)
		e.issues[i].ImagePaths = uniqueNonEmptyStrings(e.issues[i].ImagePaths)
		e.issues[i].ImageRefs = uniqueNonEmptyStrings(e.issues[i].ImageRefs)
		e.issues[i].FileAttachments = normalizeAfterSalesFileAttachments(e.issues[i].FileAttachments)
		e.issues[i].SourceMessageIDs = uniqueNonEmptyStrings(e.issues[i].SourceMessageIDs)
		e.issues[i].SourceAccountUserID = strings.TrimSpace(e.issues[i].SourceAccountUserID)
		e.issues[i].SourceAccountName = strings.TrimSpace(e.issues[i].SourceAccountName)
		normalizeAfterSalesDispatchFields(&e.issues[i])
		if e.issues[i].ID == "" {
			e.issues[i].ID = newAfterSalesID()
		}
		if e.issues[i].CreatedAt == "" {
			e.issues[i].CreatedAt = time.Now().Local().Format(time.RFC3339)
		}
		if e.issues[i].UpdatedAt == "" {
			e.issues[i].UpdatedAt = e.issues[i].CreatedAt
		}
		if e.issues[i].Fingerprint == "" {
			e.issues[i].Fingerprint = afterSalesFingerprint(e.issues[i].ConversationID, e.issues[i].CustomerUserID, e.issues[i].IssueContent)
		}
	}
}

func (e *AfterSalesIssueEngine) repairIssuesLocked() bool {
	changed := false
	messageByID := make(map[string]AfterSalesMessage)
	for _, msg := range e.messages {
		if strings.TrimSpace(msg.MessageID) != "" {
			messageByID[msg.MessageID] = msg
		}
	}
	for i := range e.issues {
		issue := &e.issues[i]
		conversationID := strings.TrimSpace(issue.ConversationID)
		roomName := strings.TrimSpace(issue.RoomName)
		if conversationID != "" && (roomName == "" || roomName == conversationID || strings.HasPrefix(roomName, "R:")) {
			if resolved := getAutoReplyEngine().ResolveGroupName(conversationID); resolved != "" {
				issue.RoomName = resolved
				changed = true
			}
		}
		if issue.SourceClientID == 0 || strings.TrimSpace(issue.SourceAccountUserID) == "" || strings.TrimSpace(issue.SourceAccountName) == "" {
			for _, id := range issue.SourceMessageIDs {
				msg, ok := messageByID[id]
				if !ok || msg.ClientID == 0 {
					continue
				}
				if issue.SourceClientID == 0 {
					issue.SourceClientID = msg.ClientID
					changed = true
				}
				userID, name := getAutoReplyEngine().sourceAccountForClient(msg.ClientID)
				if strings.TrimSpace(issue.SourceAccountUserID) == "" && userID != "" {
					issue.SourceAccountUserID = userID
					changed = true
				}
				if strings.TrimSpace(issue.SourceAccountName) == "" && name != "" {
					issue.SourceAccountName = name
					changed = true
				}
				break
			}
		}

		paths := append([]string(nil), issue.ImagePaths...)
		for _, id := range issue.SourceMessageIDs {
			if msg, ok := messageByID[id]; ok && msg.ImagePath != "" {
				paths = append(paths, msg.ImagePath)
			}
		}
		if len(paths) == 0 && len(issue.ImageRefs) > 0 {
			for _, ref := range issue.ImageRefs {
				if path := resolveAfterSalesImageRef(ref); path != "" {
					paths = append(paths, path)
				}
			}
		}
		paths = uniqueExistingImagePaths(paths)
		if !sameStringSlice(issue.ImagePaths, paths) {
			issue.ImagePaths = paths
			changed = true
		}

		files := append([]AfterSalesFileAttachment(nil), issue.FileAttachments...)
		for _, id := range issue.SourceMessageIDs {
			if msg, ok := messageByID[id]; ok {
				files = append(files, collectCandidateFileAttachments([]string{id}, nil, map[string]AfterSalesMessage{id: msg})...)
			}
		}
		files = normalizeAfterSalesFileAttachments(files)
		if !sameAfterSalesFileAttachments(issue.FileAttachments, files) {
			issue.FileAttachments = files
			changed = true
		}
	}
	return changed
}

func sameAfterSalesFileAttachments(a []AfterSalesFileAttachment, b []AfterSalesFileAttachment) bool {
	a = normalizeAfterSalesFileAttachments(a)
	b = normalizeAfterSalesFileAttachments(b)
	if len(a) != len(b) {
		return false
	}
	for i := range a {
		if a[i] != b[i] {
			return false
		}
	}
	return true
}

func (e *AfterSalesIssueEngine) saveIssuesLocked() error {
	return atomicWriteJSON(afterSalesIssuesPath(), e.issues)
}

func (e *AfterSalesIssueEngine) saveStateLocked() error {
	return atomicWriteJSON(afterSalesStatePath(), e.state)
}

func (e *AfterSalesIssueEngine) saveMessagesLocked() error {
	return atomicWriteJSON(afterSalesMessageBufferPath(), e.messages)
}

func (e *AfterSalesIssueEngine) updateStateMessageCountLocked() {
	e.state.MessageBufferCount = len(e.messages)
}

func afterSalesIssuesPath() string {
	return resolveAutoReplyPath("config/after_sales_issues.json")
}

func afterSalesStatePath() string {
	return resolveAutoReplyPath("config/after_sales_collect_state.json")
}

func afterSalesMessageBufferPath() string {
	return resolveAutoReplyPath("config/after_sales_message_buffer.json")
}

func readJSONFile(path string, target interface{}) error {
	data, err := os.ReadFile(path)
	if err != nil {
		if os.IsNotExist(err) {
			return nil
		}
		return fmt.Errorf("%s: %w", path, err)
	}
	if len(strings.TrimSpace(string(data))) == 0 {
		return nil
	}
	if err := json.Unmarshal(data, target); err != nil {
		return fmt.Errorf("%s: %w", path, err)
	}
	return nil
}

func atomicWriteJSON(path string, value interface{}) error {
	if err := os.MkdirAll(filepath.Dir(path), 0755); err != nil {
		return err
	}
	data, err := json.MarshalIndent(value, "", "  ")
	if err != nil {
		return err
	}
	tmp := path + ".tmp"
	if err := os.WriteFile(tmp, data, 0644); err != nil {
		return err
	}
	return os.Rename(tmp, path)
}

func normalizeAfterSalesStatus(status string) string {
	switch strings.ToLower(strings.TrimSpace(status)) {
	case afterSalesIssueStatusResolved:
		return afterSalesIssueStatusResolved
	case afterSalesIssueStatusIgnored:
		return afterSalesIssueStatusIgnored
	default:
		return afterSalesIssueStatusPending
	}
}

func normalizeAfterSalesDisplayName(name string) string {
	name = strings.TrimSpace(name)
	if name == "" || strings.EqualFold(name, "unknown") {
		return "未知客户"
	}
	return name
}

func uniqueNonEmptyStrings(items []string) []string {
	seen := make(map[string]struct{})
	result := make([]string, 0, len(items))
	for _, item := range items {
		item = strings.TrimSpace(item)
		if item == "" {
			continue
		}
		if _, exists := seen[item]; exists {
			continue
		}
		seen[item] = struct{}{}
		result = append(result, item)
	}
	return result
}

func sameStringSlice(a []string, b []string) bool {
	if len(a) != len(b) {
		return false
	}
	for i := range a {
		if a[i] != b[i] {
			return false
		}
	}
	return true
}