from django.conf import settings from django.db import models from django.utils import timezone from core.models import TimeStampedModel class SupportTicket(TimeStampedModel): class Category(models.TextChoices): BILLING = "billing", "Faturação / pagamento" DOMAIN = "domain", "Domínio" HOSTING = "hosting", "Alojamento" EMAIL = "email", "Email" WEBSITE = "website", "Website" TECHNICAL = "technical", "Questão técnica" CHANGE = "change", "Pedido de alteração" OTHER = "other", "Outro" class Priority(models.TextChoices): LOW = "low", "Baixa" NORMAL = "normal", "Normal" HIGH = "high", "Alta" URGENT = "urgent", "Urgente" class Status(models.TextChoices): OPEN = "open", "Aberto" IN_PROGRESS = "in_progress", "Em tratamento" REOPENED = "reopened", "Reaberto" WAITING_CLIENT = "waiting_client", "A aguardar cliente" WAITING_INTERNAL = "waiting_internal", "A aguardar internamente" RESOLVED = "resolved", "Resolvido" CLOSED = "closed", "Fechado" class Channel(models.TextChoices): PORTAL = "portal", "Portal do cliente" EMAIL = "email", "Email" PHONE = "phone", "Telefone" INTERNAL = "internal", "Registo interno" client = models.ForeignKey( "clients.Client", on_delete=models.PROTECT, related_name="support_tickets", verbose_name="Cliente", ) service = models.ForeignKey( "services.Service", on_delete=models.SET_NULL, null=True, blank=True, related_name="support_tickets", verbose_name="Serviço", ) subject = models.CharField("Assunto", max_length=220) category = models.CharField("Categoria", max_length=25, choices=Category.choices, default=Category.OTHER) priority = models.CharField("Prioridade", max_length=15, choices=Priority.choices, default=Priority.NORMAL, db_index=True) status = models.CharField("Estado", max_length=25, choices=Status.choices, default=Status.OPEN, db_index=True) channel = models.CharField("Origem", max_length=20, choices=Channel.choices, default=Channel.INTERNAL) assigned_to = models.ForeignKey( settings.AUTH_USER_MODEL, on_delete=models.SET_NULL, null=True, blank=True, related_name="assigned_support_tickets", verbose_name="Responsável", ) description = models.TextField("Descrição") due_date = models.DateField("Data limite", null=True, blank=True, db_index=True) last_activity_at = models.DateTimeField("Última atividade", default=timezone.now, db_index=True) closed_at = models.DateTimeField("Fechado em", null=True, blank=True) client_visible = models.BooleanField( "Visível no portal do cliente", default=True, help_text="Quando ativo, o ticket e as mensagens públicas ficam disponíveis na área do cliente.", ) client_last_read_at = models.DateTimeField("Lido pelo cliente em", null=True, blank=True) staff_last_read_at = models.DateTimeField("Lido pela equipa em", null=True, blank=True) resolved_by_client = models.BooleanField("Resolvido pelo cliente", default=False) resolved_by = models.ForeignKey( settings.AUTH_USER_MODEL, on_delete=models.SET_NULL, null=True, blank=True, related_name="resolved_support_tickets", verbose_name="Resolvido por", ) resolution_note = models.TextField("Nota de resolução", blank=True) class Meta: verbose_name = "Pedido de suporte" verbose_name_plural = "Pedidos de suporte" ordering = ["status", "-priority", "-last_activity_at"] indexes = [ models.Index(fields=["status", "priority", "last_activity_at"]), models.Index(fields=["client", "status"]), ] @property def is_overdue(self): return bool( self.due_date and self.status not in {self.Status.RESOLVED, self.Status.CLOSED} and self.due_date < timezone.localdate() ) def save(self, *args, **kwargs): if self.status in {self.Status.RESOLVED, self.Status.CLOSED} and not self.closed_at: self.closed_at = timezone.now() elif self.status not in {self.Status.RESOLVED, self.Status.CLOSED}: self.closed_at = None super().save(*args, **kwargs) @property def reference(self): return f"K4W-{self.pk:06d}" if self.pk else "K4W-NOVO" @property def unread_for_client(self): return self.messages.filter( author_type=SupportMessage.AuthorType.STAFF, is_internal=False, read_by_client_at__isnull=True, ).count() @property def unread_for_staff(self): return self.messages.filter( author_type=SupportMessage.AuthorType.CLIENT, read_by_staff_at__isnull=True, ).count() def mark_resolved(self, *, user=None, by_client=False, note=""): now = timezone.now() self.status = self.Status.RESOLVED self.closed_at = now self.last_activity_at = now self.resolved_by_client = by_client self.resolved_by = None if by_client else user if note: self.resolution_note = note self.save(update_fields=[ "status", "closed_at", "resolved_by_client", "resolved_by", "resolution_note", "last_activity_at", "updated_at" ]) def reopen(self): self.status = self.Status.REOPENED self.closed_at = None self.resolved_by_client = False self.resolved_by = None self.last_activity_at = timezone.now() self.save(update_fields=[ "status", "closed_at", "resolved_by_client", "resolved_by", "last_activity_at", "updated_at" ]) def __str__(self): return f"{self.reference} — {self.subject}" class SupportMessage(TimeStampedModel): class AuthorType(models.TextChoices): STAFF = "staff", "Equipa" CLIENT = "client", "Cliente" SYSTEM = "system", "Sistema" ticket = models.ForeignKey( SupportTicket, on_delete=models.CASCADE, related_name="messages", verbose_name="Pedido", ) author_type = models.CharField("Autor", max_length=15, choices=AuthorType.choices, default=AuthorType.STAFF) staff_user = models.ForeignKey( settings.AUTH_USER_MODEL, on_delete=models.SET_NULL, null=True, blank=True, related_name="support_messages", verbose_name="Utilizador interno", ) author_name = models.CharField("Nome apresentado", max_length=180, blank=True) author_email = models.EmailField("Email", blank=True) message = models.TextField("Mensagem") is_internal = models.BooleanField( "Nota interna", default=False, help_text="As notas internas nunca são apresentadas ao cliente.", ) attachment = models.FileField("Anexo", upload_to="support/%Y/%m/", blank=True) read_by_client_at = models.DateTimeField("Lida pelo cliente em", null=True, blank=True) read_by_staff_at = models.DateTimeField("Lida pela equipa em", null=True, blank=True) class Meta: verbose_name = "Mensagem de suporte" verbose_name_plural = "Mensagens de suporte" ordering = ["created_at"] def save(self, *args, **kwargs): creating = self._state.adding super().save(*args, **kwargs) if not creating: return now = self.created_at or timezone.now() updates = {"last_activity_at": now} if self.author_type == self.AuthorType.CLIENT: updates.update({"status": SupportTicket.Status.WAITING_INTERNAL, "closed_at": None, "resolved_by_client": False}) elif self.author_type == self.AuthorType.STAFF and not self.is_internal: updates.update({"status": SupportTicket.Status.WAITING_CLIENT, "closed_at": None}) SupportTicket.objects.filter(pk=self.ticket_id).update(**updates) def __str__(self): return f"{self.ticket} — {self.get_author_type_display()}"