feat: add category-driven ticket workflows

backend/apps/tickets/services.py

@@ -8,7 +8,7 @@ class TicketStatusError(ValueError):
     pass
 
 
-ALLOWED_TRANSITIONS: dict[str, set[str]] = {
+STANDARD_TRANSITIONS: dict[str, set[str]] = {
     "pending_info": {"pending", "closed"},
     "pending": {"in_progress", "closed"},
     "in_progress": {"pending_confirm"},
@@ -17,26 +17,113 @@ ALLOWED_TRANSITIONS: dict[str, set[str]] = {
     "closed": set(),
 }
 
+SHORT_TRANSITIONS: dict[str, set[str]] = {
+    "pending_info": {"pending", "resolved", "closed"},
+    "pending": {"resolved", "closed"},
+    "in_progress": {"resolved", "closed"},
+    "pending_confirm": {"resolved", "closed"},
+    "resolved": {"closed"},
+    "closed": set(),
+}
 
-def validate_status_transition(from_status: str, to_status: str) -> None:
-    if to_status not in ALLOWED_TRANSITIONS.get(from_status, set()):
+MEDIUM_TRANSITIONS: dict[str, set[str]] = {
+    "pending_info": {"pending", "closed"},
+    "pending": {"in_progress", "resolved", "closed"},
+    "in_progress": {"resolved", "pending_confirm", "closed"},
+    "pending_confirm": {"resolved", "in_progress", "closed"},
+    "resolved": {"closed"},
+    "closed": set(),
+}
+
+CATEGORY_TRANSITION_POLICIES = {
+    "business_issue": SHORT_TRANSITIONS,
+    "operation_issue": SHORT_TRANSITIONS,
+    "data_issue": MEDIUM_TRANSITIONS,
+    "technical_issue": STANDARD_TRANSITIONS,
+}
+
+# Backward compatible export used by older tests and internal imports.
+ALLOWED_TRANSITIONS = STANDARD_TRANSITIONS
+
+
+def get_ticket_category_code(ticket: Ticket) -> str | None:
+    if ticket.category_id and ticket.category:
+        return ticket.category.code
+    return None
+
+
+def get_allowed_transitions(from_status: str, category_code: str | None = None) -> set[str]:
+    transitions = CATEGORY_TRANSITION_POLICIES.get(category_code or "", STANDARD_TRANSITIONS)
+    return transitions.get(from_status, set())
+
+
+def validate_status_transition(
+    from_status: str,
+    to_status: str,
+    category_code: str | None = None,
+) -> None:
+    if to_status not in get_allowed_transitions(from_status, category_code):
         raise TicketStatusError(f"Invalid ticket status transition: {from_status} -> {to_status}")
 
 
-def transition_ticket(ticket: Ticket, to_status: str, remark: str = "", operator=None) -> Ticket:
+def transition_requires_remark(
+    from_status: str,
+    to_status: str,
+    category_code: str | None = None,
+) -> bool:
+    if to_status == "resolved":
+        return False
+    if category_code in {"business_issue", "operation_issue"} and to_status == "closed":
+        return False
+    return to_status in {"in_progress", "pending_confirm", "closed"}
+
+
+def transition_ticket(
+    ticket: Ticket,
+    to_status: str,
+    remark: str = "",
+    operator=None,
+    *,
+    resolution: str = "",
+    is_resolved: bool | None = None,
+    replied_to_customer: bool | None = None,
+) -> Ticket:
     from_status = ticket.status
-    validate_status_transition(from_status, to_status)
+    category_code = get_ticket_category_code(ticket)
+    validate_status_transition(from_status, to_status, category_code)
     ticket.status = to_status
     if to_status == "resolved":
         ticket.resolved_at = timezone.now()
+        ticket.is_resolved = True if is_resolved is None else is_resolved
+    elif is_resolved is not None:
+        ticket.is_resolved = is_resolved
     if to_status == "closed":
         ticket.closed_at = timezone.now()
-    ticket.save(update_fields=["status", "resolved_at", "closed_at", "updated_at"])
+    if resolution:
+        ticket.resolution_summary = resolution
+    if replied_to_customer is not None:
+        ticket.replied_to_customer = replied_to_customer
+    ticket.save(
+        update_fields=[
+            "status",
+            "resolved_at",
+            "closed_at",
+            "resolution_summary",
+            "is_resolved",
+            "replied_to_customer",
+            "updated_at",
+        ]
+    )
     TicketEvent.objects.create(
         ticket=ticket,
         event_type="status_change",
         from_value={"status": from_status},
-        to_value={"status": to_status},
+        to_value={
+            "status": to_status,
+            "resolution": ticket.resolution_summary,
+            "is_resolved": ticket.is_resolved,
+            "replied_to_customer": ticket.replied_to_customer,
+        },
         operator=operator,
         remark=remark,
     )