wordpress-theme-aksrt/src/Admin/Native/UsersMenusTicketsDetail.php

<?php
/** 工单处理工作区（?id=）：左侧会话与回复输入，右侧处理信息与内部备注。@package AKSRT */

namespace AKSRT\Admin\Native;

use AKSRT\Ticket\TicketNoteService;
use AKSRT\Ticket\TicketPrereplyService;
use AKSRT\Ticket\TicketRepository;
use AKSRT\Ticket\TicketSettings;
use AKSRT\Ticket\TicketStatusService;
use AKSRT\Ticket\TicketTypeService;

defined('ABSPATH') || exit;

trait UsersMenusTicketsDetail {

    /** 详情按 ID 查询，不受列表筛选影响；$context 只用于「返回工单列表」。 */
    private function render_ticket_detail_page(int $id, array $context): void {
        $back = NativeUi::button_link(__('返回工单列表', 'aksrt'), $this->ticket_page_url($context), false, 'dashicons-arrow-left-alt');
        $ticket = TicketRepository::get_instance()->find($id);
        echo '<div class="aksrt-native-header aksrt-tickets-admin__detail-header"><div class="aksrt-native-header__main"><h1 class="aksrt-native-header__title">';
        if ($ticket === null) {
            echo esc_html__('工单详情', 'aksrt') . '</h1></div><div class="aksrt-native-header__actions">' . $back . '</div></div><hr class="wp-header-end">'; // phpcs:ignore WordPress.Security.EscapeOutput.OutputNotEscaped
            echo NativeUi::empty_state(__('工单不存在', 'aksrt'), __('工单可能已被删除，或链接有误。', 'aksrt'), 'dashicons-search'); // phpcs:ignore WordPress.Security.EscapeOutput.OutputNotEscaped
            return;
        }
        echo '<span class="aksrt-native-header__icon dashicons dashicons-tickets-alt" aria-hidden="true"></span>' . esc_html((string) $ticket['title']) . '</h1>';
        echo '<p class="aksrt-native-header__desc"><span>' . esc_html((string) $ticket['ticket_num']) . '</span> ' . $this->ticket_status_badge($ticket) . $this->ticket_urge_badge($ticket) . '</p>'; // phpcs:ignore WordPress.Security.EscapeOutput.OutputNotEscaped
        echo '</div><div class="aksrt-native-header__actions">' . $back . '</div></div><hr class="wp-header-end">'; // phpcs:ignore WordPress.Security.EscapeOutput.OutputNotEscaped
        $this->render_ticket_notice();
        echo $this->ticket_feedback(); // phpcs:ignore WordPress.Security.EscapeOutput.OutputNotEscaped
        echo $this->render_ticket_detail_panel($ticket); // phpcs:ignore WordPress.Security.EscapeOutput.OutputNotEscaped
    }

    private function render_ticket_detail_panel(array $ticket): string {
        $id = (int) $ticket['id'];
        $html = '<div class="aksrt-ticket-detail" data-aksrt-ticket-detail="' . $id . '"><div class="aksrt-ticket-detail__main">';
        $html .= $this->ticket_conversation($ticket, TicketRepository::get_instance()->replies($id));
        $html .= !empty($ticket['is_closed'])
            ? '<p class="aksrt-ticket-detail__closed"><span class="dashicons dashicons-lock" aria-hidden="true"></span>' . esc_html__('工单已关闭，不能继续回复或变更处理信息；仍可添加内部备注。', 'aksrt') . '</p>'
            : $this->ticket_reply_form($id);
        $html .= '</div><aside class="aksrt-ticket-detail__side" aria-label="' . esc_attr__('工单信息与内部备注', 'aksrt') . '">';
        return $html . $this->ticket_info_card($ticket) . $this->ticket_notes_card($id) . '</aside></div>';
    }

    /** 原始问题与回复同属一条时间线：用户在左、客服在右、系统事件居中。 */
    private function ticket_conversation(array $ticket, array $replies): string {
        $html = '<section class="aksrt-ticket-conversation" aria-label="' . esc_attr__('问题与沟通记录', 'aksrt') . '">';
        $html .= '<div class="aksrt-ticket-section-head"><h3>' . esc_html__('沟通记录', 'aksrt') . ' <span class="aksrt-ticket-pill">' . esc_html(sprintf(__('%d 条记录', 'aksrt'), count($replies))) . '</span></h3>';
        if ($replies !== []) {
            $html .= '<button type="button" class="button-link" data-aksrt-ticket-latest hidden>' . esc_html__('查看最新记录', 'aksrt') . '</button>';
        }
        $html .= '</div><div class="aksrt-ticket-conversation__scroll" tabindex="0" role="region" aria-label="' . esc_attr__('可滚动的沟通记录', 'aksrt') . '"><ol class="aksrt-ticket-detail__thread">';
        $html .= $this->ticket_message('origin', (int) $ticket['user_id'], (string) $ticket['user_name'], !empty($ticket['post_admin_id']) ? __('代客提交', 'aksrt') : __('提交了工单', 'aksrt'), (string) $ticket['post_time'], (string) $ticket['content'], (array) $ticket['attachment']);
        if ($replies === []) {
            $html .= '<li class="aksrt-ticket-detail__empty">' . esc_html__('暂无回复，请核对问题后联系用户。', 'aksrt') . '</li>';
        }
        foreach ($replies as $reply) {
            if ((string) $reply['author_type'] === 'system') {
                $html .= '<li class="aksrt-ticket-detail__event"><span>' . esc_html((string) $reply['content']) . '</span><time>' . esc_html((string) $reply['created_at']) . '</time></li>';
                continue;
            }
            $admin = (string) $reply['author_type'] === 'admin';
            $quote_html = '';
            if (is_array($reply['quote'] ?? null)) {
                $quote = $reply['quote'];
                $quote_html = '<blockquote class="aksrt-ticket-detail__quote">' . esc_html(!empty($quote['is_deleted']) ? __('原回复已删除', 'aksrt') : (string) $quote['content']) . '</blockquote>';
            }
            $html .= $this->ticket_message($admin ? 'admin' : 'user', (int) $reply['author_id'], (string) $reply['author_name'], $admin ? __('客服', 'aksrt') : __('用户', 'aksrt'), (string) $reply['created_at'], (string) $reply['content'], (array) $reply['attachment'], $quote_html);
        }
        return $html . '</ol></div></section>';
    }

    private function ticket_message(string $variant, int $user_id, string $name, string $role, string $time, string $content, array $attachments, string $quote_html = ''): string {
        $avatar = function_exists('aksrt_get_avatar_url') ? aksrt_get_avatar_url($user_id, 64) : '';
        return '<li class="aksrt-ticket-detail__message is-' . esc_attr($variant) . '">'
            . ($avatar !== '' ? '<img class="aksrt-ticket-detail__avatar" src="' . esc_url($avatar) . '" alt="" width="32" height="32">' : '<span class="aksrt-ticket-detail__avatar" aria-hidden="true"></span>')
            . '<div class="aksrt-ticket-detail__bubble"><header class="aksrt-ticket-detail__meta"><strong>' . esc_html($name !== '' ? $name : '#' . $user_id) . '</strong>'
            . '<span class="aksrt-ticket-detail__role">' . esc_html($role) . '</span><time>' . esc_html($time) . '</time></header>'
            . $quote_html . '<div class="aksrt-ticket-detail__body">' . wpautop(esc_html($content)) . '</div>'
            . $this->ticket_attachments_html($attachments) . '</div></li>';
    }

    private function ticket_reply_form(int $id): string {
        $field = 'aksrt-ticket-reply-' . $id;
        $tools = '';
        $prereplies = TicketPrereplyService::all();
        if ($prereplies !== []) {
            $tools = '<label class="screen-reader-text" for="' . $field . '-pre">' . esc_html__('插入预设回复', 'aksrt') . '</label><select id="' . $field . '-pre" data-aksrt-ticket-prereply="' . $field . '"><option value="">' . esc_html__('插入预设回复…', 'aksrt') . '</option>';
            foreach ($prereplies as $row) {
                $tools .= '<option value="' . esc_attr((string) $row['content']) . '">' . esc_html(mb_strimwidth((string) $row['content'], 0, 40, '…')) . '</option>';
            }
            $tools .= '</select>';
        }
        return $this->ticket_composer('reply', $id, $field, __('回复用户', 'aksrt'), __('发送后用户将收到通知', 'aksrt'), __('填写回复内容…', 'aksrt'), 4, $tools, __('发送回复', 'aksrt'), true);
    }

    /** 输入框与工具栏合为一个整体：预设回复、字数与提交按钮同排。 */
    private function ticket_composer(string $action, int $id, string $field, string $label, string $hint, string $placeholder, int $rows, string $tools, string $submit, bool $primary): string {
        $max = TicketSettings::reply_max();
        return $this->ticket_form_open($action, $id, 'aksrt-ticket-composer aksrt-ticket-composer--' . $action)
            . '<div class="aksrt-ticket-composer__head"><label for="' . esc_attr($field) . '">' . esc_html($label) . '</label>'
            . ($hint !== '' ? '<span class="aksrt-ticket-hint">' . esc_html($hint) . '</span>' : '') . '</div>'
            . '<div class="aksrt-ticket-composer__box"><textarea id="' . esc_attr($field) . '" name="content" rows="' . $rows . '" maxlength="' . $max . '" required data-aksrt-ticket-editor aria-describedby="' . esc_attr($field) . '-count" placeholder="' . esc_attr($placeholder) . '"></textarea>'
            . '<div class="aksrt-ticket-composer__bar">' . $tools
            . '<span id="' . esc_attr($field) . '-count" class="aksrt-ticket-counter" data-aksrt-ticket-counter="' . esc_attr($field) . '">0 / ' . $max . '</span>'
            . '<button type="submit" class="button' . ($primary ? ' button-primary' : '') . '">' . esc_html($submit) . '</button></div></div></form>';
    }

    private function ticket_info_card(array $ticket): string {
        $id = (int) $ticket['id'];
        $editable = empty($ticket['is_closed']);
        $controls = $editable ? $this->ticket_info_controls($ticket) : [];
        $rows = [
            [__('工单号', 'aksrt'), esc_html((string) $ticket['ticket_num'])],
            [__('状态', 'aksrt'), $controls['status'] ?? $this->ticket_status_badge($ticket), 'status'],
            [__('用户', 'aksrt'), $this->ticket_user_chip((int) $ticket['user_id'], (string) $ticket['user_name'])],
            [__('部门', 'aksrt'), $controls['ticket_type_id'] ?? esc_html((string) $ticket['ticket_type_name'] !== '' ? (string) $ticket['ticket_type_name'] : '—'), 'ticket_type_id'],
            [__('跟进人', 'aksrt'), $controls['admin_id'] ?? esc_html((int) $ticket['admin_id'] > 0 ? (string) $ticket['admin_name'] : __('未指派', 'aksrt')), 'admin_id'],
        ];
        if ((string) $ticket['order_number'] !== '') {
            $rows[] = [__('关联订单', 'aksrt'), esc_html((string) $ticket['order_number'])];
        }
        $rows[] = [__('提交时间', 'aksrt'), esc_html((string) $ticket['post_time'])];
        if ((int) $ticket['urge_count'] > 0) {
            $rows[] = [__('催单', 'aksrt'), '<span class="aksrt-ticket-urge">' . esc_html(sprintf(__('%1$d 次，最近 %2$s', 'aksrt'), (int) $ticket['urge_count'], (string) $ticket['last_urge_time'])) . '</span>'];
        }
        $html = '<section class="aksrt-ticket-detail__card"><div class="aksrt-ticket-section-head"><h3>' . esc_html__('工单信息', 'aksrt') . '</h3>';
        if ($editable) {
            $html .= '<button type="button" class="button-link" data-aksrt-ticket-assign>' . esc_html__('由我跟进', 'aksrt') . '</button>';
        }
        $html .= '</div>';
        if ($editable) {
            $html .= $this->ticket_form_open('status', $id, 'aksrt-ticket-detail__status-form');
        }
        $html .= '<dl class="aksrt-ticket-detail__info">';
        foreach ($rows as $row) {
            [$label, $value] = $row;
            $label_html = esc_html($label);
            if ($editable && isset($row[2])) {
                $label_html = '<label for="aksrt-ticket-' . esc_attr($row[2]) . '-' . $id . '">' . $label_html . '</label>';
            }
            $html .= '<dt>' . $label_html . '</dt><dd>' . $value . '</dd>';
        }
        $html .= '</dl>';
        if ($editable) {
            $html .= '<div class="aksrt-ticket-close-warning" data-aksrt-ticket-close-warning hidden><label><input type="checkbox" data-aksrt-ticket-close-confirm> <span>' . esc_html__('确认关闭工单：关闭后无法再次回复，尚未发送的回复不会保存。', 'aksrt') . '</span></label></div>';
            $html .= '<button type="submit" class="button">' . esc_html__('保存工单信息', 'aksrt') . '</button></form>';
        }
        return $html . '</section>';
    }

    /** 工单信息中的可编辑值；不再重复渲染只读值或独立处理表单。 */
    private function ticket_info_controls(array $ticket): array {
        $id = (int) $ticket['id'];
        $from = (string) $ticket['status'];
        $controls = ['status' => '<select id="aksrt-ticket-status-' . $id . '" name="status" data-aksrt-ticket-status>'];
        foreach (TicketStatusService::map() as $row) {
            $key = (string) $row['status_key'];
            if (TicketStatusService::can_transition($from, $key)) {
                $controls['status'] .= '<option value="' . esc_attr($key) . '" data-closed="' . (empty($row['is_closed']) ? '0' : '1') . '"' . selected($from, $key, false) . '>' . esc_html((string) $row['name']) . '</option>';
            }
        }
        $controls['status'] .= '</select>';
        $controls['ticket_type_id'] = '<select id="aksrt-ticket-ticket_type_id-' . $id . '" name="ticket_type_id" required>';
        foreach (TicketTypeService::all() as $row) {
            $controls['ticket_type_id'] .= '<option value="' . (int) $row['id'] . '"' . selected((int) $ticket['ticket_type_id'], (int) $row['id'], false) . '>' . esc_html((string) $row['name']) . '</option>';
        }
        $controls['ticket_type_id'] .= '</select>';
        $controls['admin_id'] = '<select id="aksrt-ticket-admin_id-' . $id . '" name="admin_id"><option value="0">' . esc_html__('未指派', 'aksrt') . '</option>';
        $current = (int) $ticket['admin_id'];
        $admins = $this->ticket_admin_options();
        if ($current > 0 && !isset($admins[$current])) {
            $admins[$current] = (string) $ticket['admin_name'];
        }
        foreach ($admins as $admin_id => $name) {
            $controls['admin_id'] .= '<option value="' . $admin_id . '"' . selected($current, $admin_id, false) . '>' . esc_html($admin_id === get_current_user_id() ? sprintf(__('%s（我）', 'aksrt'), $name) : $name) . '</option>';
        }
        $controls['admin_id'] .= '</select>';
        return $controls;
    }

    private function ticket_admin_options(): array {
        static $options = null;
        if ($options === null) {
            $options = [];
            foreach (get_users(['capability' => self::CAPABILITY, 'fields' => ['ID', 'display_name'], 'orderby' => 'display_name', 'number' => 200]) as $user) {
                $options[(int) $user->ID] = (string) $user->display_name;
            }
            $me = wp_get_current_user();
            $options[(int) $me->ID] = (string) $me->display_name;
        }
        return $options;
    }

    /** 默认只展示最新 3 条备注，更早的收进原生 <details>，避免历史备注撑满侧栏。 */
    private function ticket_notes_card(int $id): string {
        $notes = TicketNoteService::for_ticket($id);
        $visible = 3;
        $html = '<section class="aksrt-ticket-detail__card aksrt-ticket-detail__private"><div class="aksrt-ticket-section-head"><h3>' . esc_html__('内部备注', 'aksrt');
        if ($notes !== []) {
            $html .= ' <span class="aksrt-ticket-pill">' . count($notes) . '</span>';
        }
        $html .= '</h3></div><p class="aksrt-ticket-hint">' . esc_html__('仅管理员可见，不会发送给用户。', 'aksrt') . '</p>';
        if ($notes !== []) {
            $older = array_slice($notes, 0, -$visible);
            $html .= '<div class="aksrt-ticket-detail__notes">';
            if ($older !== []) {
                $html .= '<details class="aksrt-ticket-detail__notes-older"><summary>' . esc_html(sprintf(__('更早的 %d 条备注', 'aksrt'), count($older))) . '</summary>' . $this->ticket_notes_list($older) . '</details>';
            }
            $html .= $this->ticket_notes_list(array_slice($notes, -$visible)) . '</div>';
        }
        return $html . $this->ticket_composer('note', $id, 'aksrt-ticket-note-' . $id, __('添加备注', 'aksrt'), '', __('记录处理进展、排查结论…', 'aksrt'), 3, '', __('添加内部备注', 'aksrt'), false) . '</section>';
    }

    private function ticket_notes_list(array $notes): string {
        $html = '<ol>';
        foreach ($notes as $note) {
            $html .= '<li><div class="aksrt-ticket-detail__note-head"><strong>' . esc_html((string) $note['admin_name']) . '</strong><time>' . esc_html((string) $note['created_at']) . '</time></div><div>' . nl2br(esc_html((string) $note['content'])) . '</div></li>';
        }
        return $html . '</ol>';
    }

    private function ticket_attachments_html(array $urls): string {
        if ($urls === []) {
            return '';
        }
        $html = '<ul class="aksrt-ticket-detail__attachments">';
        foreach ($urls as $index => $url) {
            $html .= '<li><a href="' . esc_url((string) $url) . '" target="_blank" rel="noopener noreferrer"><img src="' . esc_url((string) $url) . '" alt="' . esc_attr(sprintf(__('查看附件 %d（新窗口）', 'aksrt'), $index + 1)) . '"></a></li>';
        }
        return $html . '</ul>';
    }
}