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

<?php
/**
 * 工单管理后台页（users.php → aksrt_tickets）。
 *
 * 两个 Tab：
 *   1. tickets — 工单列表：筛选 + 排序表头 + 行内展开详情（沟通记录 / 回复 / 备注 / 状态迁移）
 *   2. config  — 配置：部门 / 状态 / 预设回复
 *
 * 写操作走 admin_post（非 REST），与本站其它原生后台页一致；前端 JS 见
 * assets/js/admin-ticket-center.js。
 *
 * @package AKSRT
 */

namespace AKSRT\Admin\Native;

defined('ABSPATH') || exit;

trait UsersMenusTicketsCenter {

    use UsersMenusTicketsList;
    use UsersMenusTicketsConfig;

    private const TICKET_PAGE_SLUG = 'aksrt_tickets';
    private const TICKET_PER_PAGE = 20;

    /** 待接单工单数（后台 admin_notices 用）。 */
    private function count_pending_tickets(): int {
        if (!class_exists('\AKSRT\Ticket\TicketRepository') || !class_exists('\AKSRT\Ticket\TicketStatusService')) {
            return 0;
        }
        return \AKSRT\Ticket\TicketRepository::get_instance()->count_by_status(
            \AKSRT\Ticket\TicketStatusService::KEY_PENDING
        );
    }

    public function render_tickets_page(): void {
        if (!current_user_can(self::CAPABILITY)) {
            wp_die(esc_html__('权限不足', 'aksrt'));
        }
        $tab = isset($_GET['tab']) ? sanitize_key((string) wp_unslash($_GET['tab'])) : 'tickets';
        $tab = $tab === 'config' ? 'config' : 'tickets';

        echo '<div class="wrap">';
        echo '<h1>' . esc_html__('工单管理', 'aksrt') . '</h1>';
        echo '<style>' . $this->ticket_page_css() . '</style>'; // phpcs:ignore WordPress.Security.EscapeOutput.OutputNotEscaped

        $this->render_ticket_notices();
        echo '<h2 class="nav-tab-wrapper">';
        foreach (['tickets' => __('工单列表', 'aksrt'), 'config' => __('配置', 'aksrt')] as $key => $label) {
            printf(
                '<a href="%s" class="nav-tab %s">%s</a>',
                esc_url(admin_url('users.php?page=' . self::TICKET_PAGE_SLUG . '&tab=' . $key)),
                $tab === $key ? 'nav-tab-active' : '',
                esc_html($label)
            );
        }
        echo '</h2>';

        if ($tab === 'config') {
            $this->render_ticket_config_tab();
        } else {
            $this->render_ticket_list_tab();
        }
        echo '</div>';
    }

    /** 写操作后的 redirect 提示（aksrt_pay_msg 同款模式）。 */
    private function render_ticket_notices(): void {
        if (empty($_GET['aksrt_ticket_msg'])) {
            return;
        }
        $code = sanitize_key((string) wp_unslash($_GET['aksrt_ticket_msg']));
        $messages = [
            'updated' => __('工单状态已更新。', 'aksrt'),
            'failed' => __('工单状态更新失败：当前状态不允许该操作。', 'aksrt'),
            'replied' => __('回复已提交。', 'aksrt'),
            'reply_failed' => __('回复提交失败。', 'aksrt'),
            'type_saved' => __('部门已保存。', 'aksrt'),
            'type_deleted' => __('部门已删除。', 'aksrt'),
            'type_in_use' => __('该部门下还有工单，无法删除。', 'aksrt'),
            'status_saved' => __('状态已保存。', 'aksrt'),
            'status_deleted' => __('状态已删除。', 'aksrt'),
            'status_default' => __('默认状态不可修改或删除。', 'aksrt'),
            'status_in_use' => __('该状态下还有工单，无法删除。', 'aksrt'),
            'prereply_saved' => __('预设回复已保存。', 'aksrt'),
            'prereply_deleted' => __('预设回复已删除。', 'aksrt'),
            'prereply_order_failed' => __('预设回复排序失败：需要提交全部条目。', 'aksrt'),
            'note_saved' => __('备注已保存。', 'aksrt'),
            'note_deleted' => __('备注已删除。', 'aksrt'),
            'created' => __('工单已创建。', 'aksrt'),
            'create_failed' => __('工单创建失败。', 'aksrt'),
        ];
        if (!isset($messages[$code])) {
            return;
        }
        printf('<div class="notice notice-success is-dismissible"><p>%s</p></div>', esc_html($messages[$code]));
    }

    /**
     * 写操作：统一入口，按 $action 分发。nonce 以 action + id 为单位，
     * 与 PayOrders 的行内处理表单同模式。
     */
    public function handle_ticket_update(): void {
        if (!current_user_can(self::CAPABILITY)) {
            wp_die(esc_html__('权限不足', 'aksrt'));
        }
        $action = isset($_POST['ticket_action']) ? sanitize_key((string) wp_unslash($_POST['ticket_action'])) : '';
        $id = isset($_POST['ticket_id']) ? absint($_POST['ticket_id']) : 0;
        check_admin_referer('aksrt_ticket_' . $action . '_' . $id);

        $code = 'failed';
        switch ($action) {
            case 'status':
                $code = $this->ticket_action_status($id);
                break;
            case 'reply':
                $code = $this->ticket_action_reply($id);
                break;
            case 'type':
                $code = $this->ticket_action_type();
                break;
            case 'status_def':
                $code = $this->ticket_action_status_def();
                break;
            case 'prereply':
                $code = $this->ticket_action_prereply();
                break;
            case 'prereply_delete':
                $code = $this->ticket_action_prereply_delete();
                break;
            case 'type_delete':
                $code = $this->ticket_action_type_delete();
                break;
            case 'status_delete':
                $code = $this->ticket_action_status_delete();
                break;
            case 'note':
                $code = $this->ticket_action_note($id);
                break;
            case 'create':
                $code = $this->ticket_action_create();
                break;
        }

        $args = ['page' => self::TICKET_PAGE_SLUG, 'aksrt_ticket_msg' => $code];
        if (isset($_POST['ticket_tab'])) {
            $args['tab'] = sanitize_key((string) wp_unslash($_POST['ticket_tab']));
        }
        wp_safe_redirect(add_query_arg($args, admin_url('users.php')));
        exit;
    }

    /** @return string 提示码 */
    private function ticket_action_status(int $id): string {
        if ($id <= 0 || !class_exists('\AKSRT\Ticket\TicketRepository')) {
            return 'failed';
        }
        $repo = \AKSRT\Ticket\TicketRepository::get_instance();
        $ticket = $repo->find($id);
        if ($ticket === null) {
            return 'failed';
        }
        $to = isset($_POST['status']) ? sanitize_key((string) wp_unslash($_POST['status'])) : '';
        if (!\AKSRT\Ticket\TicketStatusService::can_transition((string) $ticket['status'], $to)) {
            return 'failed';
        }
        $fields = ['status' => $to];
        $type_id = isset($_POST['ticket_type_id']) ? absint($_POST['ticket_type_id']) : 0;
        if ($type_id > 0 && \AKSRT\Ticket\TicketTypeService::exists($type_id)) {
            $fields['ticket_type_id'] = $type_id;
        }
        $admin_id = isset($_POST['admin_id']) ? absint($_POST['admin_id']) : 0;
        if ($admin_id > 0 && get_userdata($admin_id)) {
            $fields['admin_id'] = $admin_id;
        }
        if (!$repo->update_fields($id, $fields)) {
            return 'failed';
        }
        $ticket = array_merge($ticket, $fields);
        if ($to === \AKSRT\Ticket\TicketStatusService::KEY_CLOSED) {
            \AKSRT\Ticket\TicketNotifier::closed($ticket, 'admin');
        }
        return 'updated';
    }

    /** @return string 提示码 */
    private function ticket_action_reply(int $id): string {
        if ($id <= 0 || !class_exists('\AKSRT\Ticket\TicketRepository')) {
            return 'reply_failed';
        }
        $repo = \AKSRT\Ticket\TicketRepository::get_instance();
        $ticket = $repo->find($id);
        if ($ticket === null || !empty($ticket['is_closed'])) {
            return 'reply_failed';
        }
        $content = isset($_POST['content']) ? sanitize_textarea_field((string) wp_unslash($_POST['content'])) : '';
        $content = trim($content);
        if ($content === '' || mb_strlen($content) > 3000) {
            return 'reply_failed';
        }
        $reply_id = $repo->create_reply($id, 'admin', get_current_user_id(), $content, [], 0);
        if ($reply_id <= 0) {
            return 'reply_failed';
        }
        $repo->touch_reply($id, 'admin', get_current_user_id());
        $repo->apply_reply_status($id, $ticket, 'admin');
        \AKSRT\Ticket\TicketNotifier::user_replied($repo->find($id) ?? $ticket);
        return 'replied';
    }

    /** @return string 提示码 */
    private function ticket_action_type(): string {
        if (!class_exists('\AKSRT\Ticket\TicketTypeService')) {
            return 'failed';
        }
        $id = isset($_POST['type_id']) ? absint($_POST['type_id']) : 0;
        $name = isset($_POST['name']) ? sanitize_text_field((string) wp_unslash($_POST['name'])) : '';
        $name = trim($name);
        $description = isset($_POST['description']) ? sanitize_text_field((string) wp_unslash($_POST['description'])) : '';
        $admin_ids = isset($_POST['admin_ids']) ? array_map('absint', (array) $_POST['admin_ids']) : [];

        if ($name === '' || \AKSRT\Ticket\TicketTypeService::name_taken($name, $id)) {
            return 'failed';
        }
        $payload = [
            'name' => $name,
            'description' => $description,
            'admin_ids' => \AKSRT\Ticket\TicketTypeService::sanitize_admin_ids($admin_ids),
        ];
        if ($id > 0) {
            if (!\AKSRT\Ticket\TicketTypeService::exists($id)) {
                return 'failed';
            }
            global $wpdb;
            $table = \AKSRT\Core\DBMigrator::table('ticket_type');
            $saved = $wpdb->update($table, [
                'name' => $payload['name'],
                'description' => $payload['description'],
                'admin_ids' => wp_json_encode($payload['admin_ids']),
                'updated_at' => current_time('mysql'),
            ], ['id' => $id], ['%s', '%s', '%s', '%s'], ['%d']);
            if ($saved === false) {
                return 'failed';
            }
            \AKSRT\Ticket\TicketTypeService::flush();
            return 'type_saved';
        }

        global $wpdb;
        $table = \AKSRT\Core\DBMigrator::table('ticket_type');
        if ($table === '') {
            return 'failed';
        }
        $max = (int) $wpdb->get_var("SELECT MAX(sort_order) FROM {$table}"); // phpcs:ignore WordPress.DB.DirectDatabaseQuery
        $inserted = $wpdb->insert($table, [
            'name' => $payload['name'],
            'description' => $payload['description'],
            'admin_ids' => wp_json_encode($payload['admin_ids']),
            'sort_order' => $max + 1,
            'created_at' => current_time('mysql'),
        ], ['%s', '%s', '%s', '%d', '%s']);
        if ($inserted !== 1) {
            return 'failed';
        }
        \AKSRT\Ticket\TicketTypeService::flush();
        return 'type_saved';
    }

    /** @return string 提示码 */
    private function ticket_action_status_def(): string {
        if (!class_exists('\AKSRT\Ticket\TicketStatusService')) {
            return 'failed';
        }
        global $wpdb;
        $table = \AKSRT\Core\DBMigrator::table('ticket_status');
        if ($table === '') {
            return 'failed';
        }
        $id = isset($_POST['status_id']) ? absint($_POST['status_id']) : 0;
        $name = isset($_POST['name']) ? sanitize_text_field((string) wp_unslash($_POST['name'])) : '';
        $name = trim($name);
        $color = \AKSRT\Ticket\TicketStatusService::sanitize_color(
            (string) wp_unslash($_POST['color'] ?? '')
        );
        $is_closed = isset($_POST['is_closed']) ? 1 : 0;

        if ($name === '') {
            return 'failed';
        }

        if ($id > 0) {
            $row = $wpdb->get_row($wpdb->prepare(
                "SELECT * FROM {$table} WHERE id = %d", // phpcs:ignore WordPress.DB.PreparedSQL
                $id
            ), ARRAY_A);
            if (!is_array($row)) {
                return 'failed';
            }
            if (!empty($row['is_default'])) {
                return 'status_default';
            }
            $saved = $wpdb->update($table, [
                'name' => $name,
                'color' => $color,
                'is_closed' => $is_closed,
                'updated_at' => current_time('mysql'),
            ], ['id' => $id], ['%s', '%s', '%d', '%s'], ['%d']);
            if ($saved === false) {
                return 'failed';
            }
            \AKSRT\Ticket\TicketStatusService::flush();
            return 'status_saved';
        }

        $max = (int) $wpdb->get_var("SELECT MAX(sort_order) FROM {$table}"); // phpcs:ignore WordPress.DB.DirectDatabaseQuery
        $inserted = $wpdb->insert($table, [
            'status_key' => \AKSRT\Ticket\TicketStatusService::make_key($name),
            'name' => $name,
            'color' => $color,
            'is_closed' => $is_closed,
            'sort_order' => $max + 1,
            'created_at' => current_time('mysql'),
        ], ['%s', '%s', '%s', '%d', '%d', '%s']);
        if ($inserted !== 1) {
            return 'failed';
        }
        \AKSRT\Ticket\TicketStatusService::flush();
        return 'status_saved';
    }

    /** @return string 提示码 */
    private function ticket_action_prereply(): string {
        if (!class_exists('\AKSRT\Ticket\TicketPrereplyService')) {
            return 'failed';
        }
        $id = isset($_POST['prereply_id']) ? absint($_POST['prereply_id']) : 0;
        $content = isset($_POST['content']) ? sanitize_textarea_field((string) wp_unslash($_POST['content'])) : '';
        $content = trim($content);
        if ($content === '') {
            return 'failed';
        }
        if ($id > 0) {
            if (\AKSRT\Ticket\TicketPrereplyService::find($id) === null) {
                return 'failed';
            }
            return \AKSRT\Ticket\TicketPrereplyService::update($id, $content) ? 'prereply_saved' : 'failed';
        }
        return \AKSRT\Ticket\TicketPrereplyService::create($content) > 0 ? 'prereply_saved' : 'failed';
    }

    /** @return string 提示码 */
    private function ticket_action_prereply_delete(): string {
        $id = isset($_POST['prereply_id']) ? absint($_POST['prereply_id']) : 0;
        if ($id <= 0 || !class_exists('\AKSRT\Ticket\TicketPrereplyService')) {
            return 'failed';
        }
        return \AKSRT\Ticket\TicketPrereplyService::delete($id) ? 'prereply_deleted' : 'failed';
    }

    /** @return string 提示码 */
    private function ticket_action_type_delete(): string {
        $id = isset($_POST['type_id']) ? absint($_POST['type_id']) : 0;
        if ($id <= 0 || !class_exists('\AKSRT\Ticket\TicketTypeService')) {
            return 'failed';
        }
        if (\AKSRT\Ticket\TicketRepository::get_instance()->count_by_type($id) > 0) {
            return 'type_in_use';
        }
        global $wpdb;
        $table = \AKSRT\Core\DBMigrator::table('ticket_type');
        if ($table === '') {
            return 'failed';
        }
        $wpdb->delete($table, ['id' => $id], ['%d']);
        \AKSRT\Ticket\TicketTypeService::flush();
        return 'type_deleted';
    }

    /** @return string 提示码 */
    private function ticket_action_status_delete(): string {
        $id = isset($_POST['status_id']) ? absint($_POST['status_id']) : 0;
        if ($id <= 0 || !class_exists('\AKSRT\Ticket\TicketStatusService')) {
            return 'failed';
        }
        global $wpdb;
        $table = \AKSRT\Core\DBMigrator::table('ticket_status');
        if ($table === '') {
            return 'failed';
        }
        $row = $wpdb->get_row($wpdb->prepare(
            "SELECT * FROM {$table} WHERE id = %d", // phpcs:ignore WordPress.DB.PreparedSQL
            $id
        ), ARRAY_A);
        if (!is_array($row)) {
            return 'failed';
        }
        if (!empty($row['is_default'])) {
            return 'status_default';
        }
        $key = sanitize_key((string) $row['status_key']);
        if (\AKSRT\Ticket\TicketRepository::get_instance()->count_by_status($key) > 0) {
            return 'status_in_use';
        }
        $wpdb->delete($table, ['id' => $id], ['%d']);
        \AKSRT\Ticket\TicketStatusService::flush();
        return 'status_deleted';
    }

    /** @return string 提示码 */
    private function ticket_action_note(int $id): string {        if ($id <= 0 || !class_exists('\AKSRT\Ticket\TicketNoteService')) {
            return 'failed';
        }
        $note_id = isset($_POST['note_id']) ? absint($_POST['note_id']) : 0;
        $content = isset($_POST['content']) ? sanitize_textarea_field((string) wp_unslash($_POST['content'])) : '';
        $content = trim($content);
        if ($content === '') {
            return 'failed';
        }
        if ($note_id > 0) {
            return \AKSRT\Ticket\TicketNoteService::update($note_id, $content) ? 'note_saved' : 'failed';
        }
        return \AKSRT\Ticket\TicketNoteService::create($id, $content, get_current_user_id()) > 0
            ? 'note_saved'
            : 'failed';
    }

    /** @return string 提示码 */
    private function ticket_action_create(): string {
        if (!class_exists('\AKSRT\Ticket\TicketRepository')) {
            return 'create_failed';
        }
        $user_id = isset($_POST['user_id']) ? absint($_POST['user_id']) : 0;
        $title = isset($_POST['title']) ? sanitize_text_field((string) wp_unslash($_POST['title'])) : '';
        $title = trim($title);
        $content = isset($_POST['content']) ? sanitize_textarea_field((string) wp_unslash($_POST['content'])) : '';
        $content = trim($content);
        $type_id = isset($_POST['ticket_type_id']) ? absint($_POST['ticket_type_id']) : 0;

        if ($user_id <= 0 || !get_userdata($user_id) || $title === '' || $content === '') {
            return 'create_failed';
        }
        if (!\AKSRT\Ticket\TicketTypeService::exists($type_id)) {
            return 'create_failed';
        }
        $id = \AKSRT\Ticket\TicketRepository::get_instance()->create([
            'ticket_num' => \AKSRT\Ticket\TicketNumber::generate(),
            'user_id' => $user_id,
            'title' => $title,
            'ticket_type_id' => $type_id,
            'content' => $content,
            'order_number' => isset($_POST['order_number']) ? sanitize_text_field((string) wp_unslash($_POST['order_number'])) : '',
            'status' => \AKSRT\Ticket\TicketStatusService::KEY_ADMIN_REPLIED,
            'post_admin_id' => get_current_user_id(),
            'admin_id' => get_current_user_id(),
        ]);
        if ($id <= 0) {
            return 'create_failed';
        }
        $ticket = \AKSRT\Ticket\TicketRepository::get_instance()->find($id);
        if (is_array($ticket)) {
            \AKSRT\Ticket\TicketNotifier::user_replied($ticket);
        }
        return 'created';
    }

    private function ticket_page_url(array $extra = []): string {
        return add_query_arg(
            array_merge(['page' => self::TICKET_PAGE_SLUG], $extra),
            admin_url('users.php')
        );
    }

    /**
     * 行内删除按钮：独立小表单 + 二次确认，nonce 以 action + id 为单位。
     * 删除类操作不占用列表主表单，避免误删。
     */
    private function ticket_delete_button(string $action, string $field, int $id, string $label): string {
        return sprintf(
            '<form method="post" action="%s" style="display:inline;" onsubmit="return confirm(\'%s\');">'
            . '<input type="hidden" name="action" value="aksrt_ticket_update" />'
            . '<input type="hidden" name="ticket_action" value="%s" />'
            . '<input type="hidden" name="ticket_tab" value="config" />'
            . '<input type="hidden" name="%s" value="%d" />%s'
            . '<button type="submit" class="button-link-delete">%s</button></form>',
            esc_url(admin_url('admin-post.php')),
            esc_js(__('确认删除？', 'aksrt')),
            esc_attr($action),
            esc_attr($field),
            $id,
            wp_nonce_field('aksrt_ticket_' . $action . '_' . $id, '_wpnonce', true, false),
            esc_html($label)
        );
    }

    /** 工单页共享样式（徽章取状态颜色，两个 Tab 都用）。 */
    private function ticket_page_css(): string {
        return '.aksrt-ticket-badge{display:inline-block;padding:2px 10px;border-radius:999px;'
            . 'background:color-mix(in srgb,var(--aksrt-ticket-color,#6b7280) 14%,transparent);'
            . 'color:var(--aksrt-ticket-color,#6b7280);font-size:12px;font-weight:600;line-height:1.6;}'
            . '.aksrt-ticket-detail{display:grid;gap:10px;padding:12px;border:1px solid #dcdcde;border-radius:6px;background:#fff;}'
            . '.aksrt-ticket-detail__content,.aksrt-ticket-detail__reply-body{white-space:pre-wrap;word-break:break-word;}'
            . '.aksrt-ticket-detail__replies{display:grid;gap:8px;margin:0;padding:0;list-style:none;}'
            . '.aksrt-ticket-detail__replies li{padding:10px 12px;border-left:3px solid #c3c4c7;border-radius:4px;background:#f6f7f7;}'
            . '.aksrt-ticket-detail__replies li.is-admin{border-left-color:#2271b1;background:#f0f6fc;}'
            . '.aksrt-ticket-detail__reply-head time{color:#646970;font-size:11px;}'
            . '.aksrt-ticket-detail__quote{margin:0 0 6px;padding:6px 10px;border-left:3px solid #dcdcde;background:#fff;color:#50575e;font-size:12px;}'
            . '.aksrt-ticket-detail__notes{display:grid;gap:6px;margin:0;padding:0;list-style:none;}'
            . '.aksrt-ticket-detail__notes time{color:#646970;font-size:11px;}'
            . '.aksrt-ticket-detail__closed{margin:0;color:#8c8f94;font-size:12px;}';
    }
}