Add aftersales work order feature

- AftersalesOrder model with state machine (created/pending_confirmation/closed/rejected) - Public scan-to-confirm flow with phone last-4 verification and rate limiting - Technician role and middleware for ownership-scoped operations - QR code generation pointing to /aftersales/{serialNumber} - Admin overrides: reassign, force-close, delete Co-Authored-By: Claude Opus 4.7 (1M context) <noreply@anthropic.com>
2026-05-26 10:39:49 +08:00
parent e820b858bf
commit 0d82260fd9
6 changed files with 992 additions and 0 deletions
@@ -0,0 +1,469 @@
+package services
+
+import (
+	"crypto/rand"
+	"encoding/base64"
+	"encoding/hex"
+	"errors"
+	"fmt"
+	"os"
+	"strings"
+	"sync"
+	"time"
+
+	"github.com/google/uuid"
+	qr "github.com/yeqown/go-qrcode/v2"
+	"github.com/yeqown/go-qrcode/writer/standard"
+
+	"git.beifan.cn/trace-system/backend-go/database"
+	"git.beifan.cn/trace-system/backend-go/models"
+)
+
+// AftersalesService 售后工单服务
+type AftersalesService struct{}
+
+// 工单状态常量
+const (
+	WorkOrderStatusCreated             = "created"
+	WorkOrderStatusPendingConfirmation = "pending_confirmation"
+	WorkOrderStatusClosed              = "closed"
+	WorkOrderStatusRejected            = "rejected"
+
+	AuthorizationStatusPending      = "pending"
+	AuthorizationStatusAuthorized   = "authorized"
+	AuthorizationStatusUnauthorized = "unauthorized"
+
+	aftersalesSerialPrefix = "zjbf-sh-"
+)
+
+// 客户确认接口频率限制：每分钟同一工单最多 5 次尝试
+var confirmRateLimiter = struct {
+	sync.Mutex
+	attempts map[string][]time.Time
+}{attempts: map[string][]time.Time{}}
+
+func checkConfirmRateLimit(serialNumber string) bool {
+	confirmRateLimiter.Lock()
+	defer confirmRateLimiter.Unlock()
+
+	now := time.Now()
+	windowStart := now.Add(-time.Minute)
+
+	attempts := confirmRateLimiter.attempts[serialNumber]
+	filtered := attempts[:0]
+	for _, t := range attempts {
+		if t.After(windowStart) {
+			filtered = append(filtered, t)
+		}
+	}
+	if len(filtered) >= 5 {
+		confirmRateLimiter.attempts[serialNumber] = filtered
+		return false
+	}
+	filtered = append(filtered, now)
+	confirmRateLimiter.attempts[serialNumber] = filtered
+	return true
+}
+
+func normalizeAftersalesSerial(sn string) string {
+	return strings.ToLower(strings.TrimSpace(sn))
+}
+
+// generateUniqueSerial 生成唯一的售后工单序列号
+func (s *AftersalesService) generateUniqueSerial() (string, error) {
+	for attempt := 0; attempt < 10; attempt++ {
+		randomBytes := make([]byte, 3)
+		if _, err := rand.Read(randomBytes); err != nil {
+			return "", fmt.Errorf("生成随机数失败: %w", err)
+		}
+		randomPart := strings.ToLower(hex.EncodeToString(randomBytes))[:6]
+		candidate := aftersalesSerialPrefix + randomPart
+
+		var existing models.AftersalesOrder
+		result := database.DB.Where("serial_number = ?", candidate).First(&existing)
+		if result.Error != nil {
+			return candidate, nil
+		}
+	}
+	return "", errors.New("生成唯一序列号失败，请重试")
+}
+
+// Create 创建售后工单
+func (s *AftersalesService) Create(dto models.CreateAftersalesOrderDTO, userId uint) (*models.AftersalesOrder, error) {
+	// 确保公司存在
+	var company models.Company
+	result := database.DB.Where("company_name = ?", dto.CompanyName).First(&company)
+	if result.Error != nil {
+		company = models.Company{
+			CompanyName: dto.CompanyName,
+			IsActive:    true,
+		}
+		if err := database.DB.Create(&company).Error; err != nil {
+			return nil, fmt.Errorf("创建公司失败: %w", err)
+		}
+	}
+
+	serialNumber, err := s.generateUniqueSerial()
+	if err != nil {
+		return nil, err
+	}
+
+	technicianID := dto.TechnicianID
+	if technicianID == nil {
+		uid := userId
+		technicianID = &uid
+	}
+
+	order := models.AftersalesOrder{
+		SerialNumber:        serialNumber,
+		CompanyName:         dto.CompanyName,
+		CompanyAddress:      dto.CompanyAddress,
+		ContactName:         dto.ContactName,
+		ContactPhone:        dto.ContactPhone,
+		ServiceType:         dto.ServiceType,
+		IssueDescription:    dto.IssueDescription,
+		TechnicianID:        technicianID,
+		CreatedBy:           &userId,
+		WorkOrderStatus:     WorkOrderStatusCreated,
+		AuthorizationStatus: AuthorizationStatusPending,
+	}
+
+	if err := database.DB.Create(&order).Error; err != nil {
+		return nil, fmt.Errorf("创建售后工单失败: %w", err)
+	}
+
+	_ = database.DB.Preload("Technician").Preload("Creator").Where("serial_number = ?", order.SerialNumber).First(&order)
+	return &order, nil
+}
+
+// FindAll 获取售后工单列表
+func (s *AftersalesService) FindAll(
+	page int,
+	limit int,
+	search string,
+	workOrderStatus string,
+	serviceType string,
+	technicianID *uint,
+) ([]models.AftersalesOrder, int, int, error) {
+	var orders []models.AftersalesOrder
+	var total int64
+
+	offset := (page - 1) * limit
+	db := database.DB.Model(&models.AftersalesOrder{}).Preload("Technician").Preload("Creator")
+
+	if search != "" {
+		pattern := "%" + search + "%"
+		db = db.Where("serial_number LIKE ? OR company_name LIKE ? OR contact_name LIKE ?", pattern, pattern, pattern)
+	}
+	if workOrderStatus != "" {
+		db = db.Where("work_order_status = ?", workOrderStatus)
+	}
+	if serviceType != "" {
+		db = db.Where("service_type = ?", serviceType)
+	}
+	if technicianID != nil {
+		db = db.Where("technician_id = ?", *technicianID)
+	}
+
+	if err := db.Count(&total).Error; err != nil {
+		return nil, 0, 0, fmt.Errorf("查询售后工单总数失败: %w", err)
+	}
+
+	if err := db.Order("created_at DESC").Offset(offset).Limit(limit).Find(&orders).Error; err != nil {
+		return nil, 0, 0, fmt.Errorf("查询售后工单列表失败: %w", err)
+	}
+
+	totalPages := (int(total) + limit - 1) / limit
+	return orders, int(total), totalPages, nil
+}
+
+// FindOne 获取单个售后工单
+func (s *AftersalesService) FindOne(serialNumber string) (*models.AftersalesOrder, error) {
+	var order models.AftersalesOrder
+	result := database.DB.Preload("Technician").Preload("Creator").
+		Where("serial_number = ?", normalizeAftersalesSerial(serialNumber)).First(&order)
+	if result.Error != nil {
+		return nil, fmt.Errorf("查询售后工单失败: %w", errors.New("序列号不存在"))
+	}
+	return &order, nil
+}
+
+// Update 更新售后工单基础信息
+func (s *AftersalesService) Update(
+	serialNumber string,
+	dto models.UpdateAftersalesOrderDTO,
+	currentUser models.User,
+) (*models.AftersalesOrder, error) {
+	var order models.AftersalesOrder
+	result := database.DB.Where("serial_number = ?", normalizeAftersalesSerial(serialNumber)).First(&order)
+	if result.Error != nil {
+		return nil, fmt.Errorf("查询售后工单失败: %w", errors.New("序列号不存在"))
+	}
+
+	if order.WorkOrderStatus == WorkOrderStatusClosed {
+		return nil, errors.New("工单已关闭，不可修改")
+	}
+
+	if currentUser.Role != "admin" {
+		if order.TechnicianID == nil || *order.TechnicianID != currentUser.ID {
+			return nil, errors.New("无权修改此工单")
+		}
+	}
+
+	if dto.CompanyAddress != "" {
+		order.CompanyAddress = dto.CompanyAddress
+	}
+	if dto.ContactName != "" {
+		order.ContactName = dto.ContactName
+	}
+	if dto.ContactPhone != "" {
+		order.ContactPhone = dto.ContactPhone
+	}
+	if dto.ServiceType != "" {
+		order.ServiceType = dto.ServiceType
+	}
+	if dto.IssueDescription != "" {
+		order.IssueDescription = dto.IssueDescription
+	}
+	if dto.ResolutionNote != "" {
+		order.ResolutionNote = dto.ResolutionNote
+	}
+	if dto.TechnicianID != nil && currentUser.Role == "admin" {
+		order.TechnicianID = dto.TechnicianID
+	}
+
+	if err := database.DB.Save(&order).Error; err != nil {
+		return nil, fmt.Errorf("更新售后工单失败: %w", err)
+	}
+
+	_ = database.DB.Preload("Technician").Preload("Creator").Where("serial_number = ?", order.SerialNumber).First(&order)
+	return &order, nil
+}
+
+// SubmitForConfirmation 技术员提交客户确认
+func (s *AftersalesService) SubmitForConfirmation(
+	serialNumber string,
+	dto models.SubmitForConfirmationDTO,
+	currentUser models.User,
+) (*models.AftersalesOrder, error) {
+	var order models.AftersalesOrder
+	result := database.DB.Where("serial_number = ?", normalizeAftersalesSerial(serialNumber)).First(&order)
+	if result.Error != nil {
+		return nil, fmt.Errorf("查询售后工单失败: %w", errors.New("序列号不存在"))
+	}
+
+	if currentUser.Role != "admin" {
+		if order.TechnicianID == nil || *order.TechnicianID != currentUser.ID {
+			return nil, errors.New("无权操作此工单")
+		}
+	}
+
+	if order.WorkOrderStatus != WorkOrderStatusCreated && order.WorkOrderStatus != WorkOrderStatusRejected {
+		return nil, errors.New("当前工单状态不可提交确认")
+	}
+
+	order.ResolutionNote = dto.ResolutionNote
+	order.WorkOrderStatus = WorkOrderStatusPendingConfirmation
+
+	if err := database.DB.Save(&order).Error; err != nil {
+		return nil, fmt.Errorf("提交客户确认失败: %w", err)
+	}
+
+	_ = database.DB.Preload("Technician").Preload("Creator").Where("serial_number = ?", order.SerialNumber).First(&order)
+	return &order, nil
+}
+
+// PublicQuery 公开查询（脱敏视图）
+func (s *AftersalesService) PublicQuery(serialNumber string) (*models.AftersalesPublicView, error) {
+	var order models.AftersalesOrder
+	result := database.DB.Preload("Technician").
+		Where("serial_number = ?", normalizeAftersalesSerial(serialNumber)).First(&order)
+	if result.Error != nil {
+		return nil, fmt.Errorf("查询售后工单失败: %w", errors.New("序列号不存在"))
+	}
+
+	// 首次扫码记录时间
+	if order.ScannedAt == nil {
+		now := time.Now()
+		order.ScannedAt = &now
+		_ = database.DB.Model(&order).Update("scanned_at", now).Error
+	}
+
+	view := &models.AftersalesPublicView{
+		SerialNumber:        order.SerialNumber,
+		CompanyName:         order.CompanyName,
+		CompanyAddress:      order.CompanyAddress,
+		ContactName:         order.ContactName,
+		ServiceType:         order.ServiceType,
+		IssueDescription:    order.IssueDescription,
+		ResolutionNote:      order.ResolutionNote,
+		WorkOrderStatus:     order.WorkOrderStatus,
+		AuthorizationStatus: order.AuthorizationStatus,
+		CreatedAt:           order.CreatedAt,
+		ConfirmedAt:         order.ConfirmedAt,
+	}
+	if order.Technician != nil {
+		view.TechnicianName = order.Technician.Name
+	}
+	return view, nil
+}
+
+// CustomerConfirm 客户授权/未授权确认
+func (s *AftersalesService) CustomerConfirm(serialNumber string, dto models.CustomerConfirmDTO) (*models.AftersalesPublicView, error) {
+	normalized := normalizeAftersalesSerial(serialNumber)
+
+	if !checkConfirmRateLimit(normalized) {
+		return nil, errors.New("操作过于频繁，请稍后再试")
+	}
+
+	var order models.AftersalesOrder
+	result := database.DB.Where("serial_number = ?", normalized).First(&order)
+	if result.Error != nil {
+		return nil, fmt.Errorf("查询售后工单失败: %w", errors.New("序列号不存在"))
+	}
+
+	if order.WorkOrderStatus != WorkOrderStatusPendingConfirmation {
+		return nil, errors.New("当前工单状态不可确认")
+	}
+
+	if len(order.ContactPhone) < 4 || order.ContactPhone[len(order.ContactPhone)-4:] != dto.PhoneLast4 {
+		return nil, errors.New("手机号校验失败")
+	}
+
+	now := time.Now()
+	switch dto.Action {
+	case "authorize":
+		order.WorkOrderStatus = WorkOrderStatusClosed
+		order.AuthorizationStatus = AuthorizationStatusAuthorized
+		order.ConfirmedAt = &now
+	case "reject":
+		order.WorkOrderStatus = WorkOrderStatusRejected
+		order.AuthorizationStatus = AuthorizationStatusUnauthorized
+		order.RejectCount++
+		if dto.RejectReason != "" {
+			order.ResolutionNote = order.ResolutionNote + "\n\n[客户退回] " + dto.RejectReason
+		}
+	default:
+		return nil, errors.New("无效的操作")
+	}
+
+	if err := database.DB.Save(&order).Error; err != nil {
+		return nil, fmt.Errorf("提交确认失败: %w", err)
+	}
+
+	return s.PublicQuery(normalized)
+}
+
+// Reassign 重新分配技术员（仅管理员）
+func (s *AftersalesService) Reassign(serialNumber string, technicianID uint) (*models.AftersalesOrder, error) {
+	var order models.AftersalesOrder
+	result := database.DB.Where("serial_number = ?", normalizeAftersalesSerial(serialNumber)).First(&order)
+	if result.Error != nil {
+		return nil, fmt.Errorf("查询售后工单失败: %w", errors.New("序列号不存在"))
+	}
+
+	if order.WorkOrderStatus == WorkOrderStatusClosed {
+		return nil, errors.New("工单已关闭，不可重新分配")
+	}
+
+	var technician models.User
+	if err := database.DB.First(&technician, technicianID).Error; err != nil {
+		return nil, errors.New("指定的技术员不存在")
+	}
+	if technician.Role != "admin" && technician.Role != "technician" {
+		return nil, errors.New("指定的用户不是技术员或管理员")
+	}
+
+	order.TechnicianID = &technicianID
+	if err := database.DB.Save(&order).Error; err != nil {
+		return nil, fmt.Errorf("重新分配技术员失败: %w", err)
+	}
+
+	_ = database.DB.Preload("Technician").Preload("Creator").Where("serial_number = ?", order.SerialNumber).First(&order)
+	return &order, nil
+}
+
+// ForceClose 管理员强制关闭工单
+func (s *AftersalesService) ForceClose(serialNumber string) (*models.AftersalesOrder, error) {
+	var order models.AftersalesOrder
+	result := database.DB.Where("serial_number = ?", normalizeAftersalesSerial(serialNumber)).First(&order)
+	if result.Error != nil {
+		return nil, fmt.Errorf("查询售后工单失败: %w", errors.New("序列号不存在"))
+	}
+
+	if order.WorkOrderStatus == WorkOrderStatusClosed {
+		return nil, errors.New("工单已关闭")
+	}
+
+	now := time.Now()
+	order.WorkOrderStatus = WorkOrderStatusClosed
+	order.AuthorizationStatus = AuthorizationStatusAuthorized
+	order.ConfirmedAt = &now
+
+	if err := database.DB.Save(&order).Error; err != nil {
+		return nil, fmt.Errorf("强制关闭工单失败: %w", err)
+	}
+
+	_ = database.DB.Preload("Technician").Preload("Creator").Where("serial_number = ?", order.SerialNumber).First(&order)
+	return &order, nil
+}
+
+// Delete 物理删除售后工单（仅管理员）
+func (s *AftersalesService) Delete(serialNumber string) error {
+	var order models.AftersalesOrder
+	result := database.DB.Where("serial_number = ?", normalizeAftersalesSerial(serialNumber)).First(&order)
+	if result.Error != nil {
+		return fmt.Errorf("查询售后工单失败: %w", errors.New("序列号不存在"))
+	}
+
+	if err := database.DB.Delete(&order).Error; err != nil {
+		return fmt.Errorf("删除售后工单失败: %w", err)
+	}
+	return nil
+}
+
+// GenerateQRCode 生成售后工单二维码
+func (s *AftersalesService) GenerateQRCode(
+	serialNumber string,
+	baseUrl string,
+	requestHost string,
+	protocol string,
+) (string, string, error) {
+	var order models.AftersalesOrder
+	result := database.DB.Where("serial_number = ?", normalizeAftersalesSerial(serialNumber)).First(&order)
+	if result.Error != nil {
+		return "", "", fmt.Errorf("查询售后工单失败: %w", errors.New("序列号不存在"))
+	}
+
+	// 售后码二维码直接指向 /aftersales/{serialNumber}
+	if baseUrl == "" {
+		baseUrl = fmt.Sprintf("%s://%s/aftersales/%s", protocol, requestHost, order.SerialNumber)
+	}
+
+	filePath := fmt.Sprintf("temp_qr_%s.png", uuid.New().String())
+	writer, err := standard.New(filePath, standard.WithQRWidth(6))
+	if err != nil {
+		return "", "", fmt.Errorf("二维码写入器创建失败: %w", err)
+	}
+
+	qrc, errCode := qr.New(baseUrl)
+	if errCode != nil {
+		os.Remove(filePath)
+		return "", "", fmt.Errorf("二维码创建失败: %w", errCode)
+	}
+
+	if errSave := qrc.Save(writer); errSave != nil {
+		os.Remove(filePath)
+		return "", "", fmt.Errorf("二维码保存失败: %w", errSave)
+	}
+
+	fileContent, errRead := os.ReadFile(filePath)
+	if errRead != nil {
+		os.Remove(filePath)
+		return "", "", fmt.Errorf("二维码文件读取失败: %w", errRead)
+	}
+	os.Remove(filePath)
+
+	qrCodeBase64 := fmt.Sprintf("data:image/png;base64,%s", base64.StdEncoding.EncodeToString(fileContent))
+	return qrCodeBase64, baseUrl, nil
+}