hfb_sys/backend/internal/modules/chat/support.go

package chat

import (
	"context"
	"errors"
	"fmt"
	"gorm.io/gorm"
	"hfb_sys/backend/internal/model"
	"hfb_sys/backend/internal/modules/chathub"
	"strings"
	"time"
)

const (
	adminChatFilterAll        = "all"
	adminChatFilterMine       = "mine"
	adminChatFilterUnassigned = "unassigned"

	adminChatStageAll       = "all"
	adminChatStagePending   = "pending"
	adminChatStageUnjoined  = "unjoined"
	adminChatStageHandoff   = "handoff"
	adminChatStageRenting   = "renting"
	adminChatStageAfterSale = "after_sale"
	adminChatStageEnded     = "ended"
)

var adminChatFilters = []string{adminChatFilterMine, adminChatFilterAll, adminChatFilterUnassigned}
var adminChatStages = []string{adminChatStageAll, adminChatStagePending, adminChatStageUnjoined, adminChatStageHandoff, adminChatStageRenting, adminChatStageAfterSale, adminChatStageEnded}

type AdminConversationCountsDTO struct {
	Ownership map[string]int64 `json:"ownership"`
	Stages    map[string]int64 `json:"stages"`
}

func (r *Repository) TransferConversation(ctx context.Context, principal Principal, conversationID uint64, toAdminID uint64) error {
	err := r.db.WithContext(ctx).Transaction(func(tx *gorm.DB) error {
		if principal.Type != "admin" {
			return ErrPermissionDenied
		}
		var conversation model.ChatConversation
		if err := tx.First(&conversation, conversationID).Error; err != nil {
			if errors.Is(err, gorm.ErrRecordNotFound) {
				return ErrConversationNotFound
			}
			return err
		}
		// 验证目标客服存在、活跃且拥有客服角色，避免转接给超级管理员。
		if !adminIsSupport(tx, toAdminID) {
			return fmt.Errorf("目标客服不存在、已禁用或不是客服角色")
		}
		// 检查目标客服是否已有该会话
		var count int64
		if err := tx.Model(&model.ChatParticipant{}).
			Where("conversation_id = ? AND participant_type = ? AND participant_id = ?", conversationID, "admin", toAdminID).
			Count(&count).Error; err != nil {
			return err
		}
		if count > 0 {
			return fmt.Errorf("该客服已在会话中")
		}
		var current model.ChatParticipant
		currentErr := tx.Where("conversation_id = ? AND participant_type = ? AND participant_id = ?", conversationID, "admin", principal.ID).
			First(&current).Error
		if currentErr == nil {
			if current.Role != "support" {
				return ErrPermissionDenied
			}
			// 只转接当前客服本人，避免误删同群里的其他客服。
			if err := tx.Model(&current).Updates(map[string]interface{}{
				"participant_id": toAdminID,
				"joined_at":      time.Now(),
				"last_read_at":   nil,
			}).Error; err != nil {
				return err
			}
		} else if errors.Is(currentErr, gorm.ErrRecordNotFound) {
			// 未分配会话允许从“全部/未分配”直接指派给目标客服。
			if err := tx.Create(&model.ChatParticipant{
				ConversationID:  conversationID,
				ParticipantType: "admin",
				ParticipantID:   toAdminID,
				Role:            "support",
				JoinedAt:        time.Now(),
			}).Error; err != nil {
				return err
			}
		} else {
			return currentErr
		}
		if err := sendSystemMessage(tx, conversationID, "会话已转接给其他客服"); err != nil {
			return err
		}
		return nil
	})
	if err == nil && r.hub != nil {
		r.hub.NotifyConversation(conversationID, &chathub.ChatEvent{Type: "conversation_updated", ConversationID: conversationID})
		r.hub.NotifyAllAdmins(&chathub.ChatEvent{Type: "conversation_updated", ConversationID: conversationID})
	}
	return err
}
func (r *Repository) GetAvailableSupportAdmins(ctx context.Context) ([]SupportAdminDTO, error) {
	db := r.db.WithContext(ctx)
	// 仅展示客服角色管理员，超级管理员即使有 chat:view 权限也不作为客服候选。
	type adminRow struct {
		ID            uint64
		Nickname      string
		SupportStatus string
	}
	var admins []adminRow
	err := db.Table("admin_users AS au").
		Select("au.id, COALESCE(NULLIF(au.nickname, ''), au.username) AS nickname, au.support_status").
		Joins("JOIN admin_user_roles AS aur ON aur.admin_user_id = au.id").
		Joins("JOIN roles AS r ON r.id = aur.role_id").
		Where("au.status = ? AND r.code = ?", "active", defaultSupportRoleCode).
		Order("CASE au.support_status WHEN 'online' THEN 0 WHEN 'busy' THEN 1 ELSE 2 END, au.id ASC").
		Scan(&admins).Error
	if err != nil {
		return nil, err
	}

	// 统计每个客服的会话数
	type loadRow struct {
		AdminID uint64
		Count   int64
	}
	var loads []loadRow
	adminIDs := make([]uint64, len(admins))
	for i, a := range admins {
		adminIDs[i] = a.ID
	}
	if len(adminIDs) > 0 {
		db.Table("chat_participants").
			Select("participant_id AS admin_id, COUNT(*) AS count").
			Where("participant_type = ? AND role = ? AND participant_id IN ?", "admin", "support", adminIDs).
			Group("participant_id").
			Scan(&loads)
	}
	loadMap := make(map[uint64]int64)
	for _, l := range loads {
		loadMap[l.AdminID] = l.Count
	}

	result := make([]SupportAdminDTO, len(admins))
	for i, a := range admins {
		result[i] = SupportAdminDTO{
			ID:            a.ID,
			Nickname:      a.Nickname,
			SupportStatus: a.SupportStatus,
			ChatCount:     loadMap[a.ID],
		}
	}
	return result, nil
}
func (r *Repository) ListConversationsWithFilter(ctx context.Context, principal Principal, page, pageSize int, filter string, stage string, keyword string) (*PaginatedResult, error) {
	page, pageSize = normalizePagination(page, pageSize)
	filter = normalizeAdminChatFilter(filter)
	stage = normalizeAdminChatStage(stage)
	keyword = strings.TrimSpace(keyword)

	if principal.Type == "admin" {
		return r.listAdminConversations(ctx, principal, page, pageSize, filter, stage, keyword)
	}

	// 其他情况使用原有逻辑
	var total int64
	db := r.db.WithContext(ctx)
	countDB := db.Table("chat_conversations AS c").
		Joins("JOIN chat_participants AS cp ON cp.conversation_id = c.id")

	switch filter {
	case "mine":
		// 只看我的会话
		countDB = countDB.Where("cp.participant_type = ? AND cp.participant_id = ?", principal.Type, principal.ID)
	case "unassigned":
		// 未分配客服的会话
		countDB = countDB.Where("c.id NOT IN (?)",
			db.Table("chat_participants").Select("conversation_id").Where("participant_type = ? AND role = ?", "admin", "support"))
	default:
		// 普通用户的全部会话
		countDB = countDB.Where("cp.participant_type = ? AND cp.participant_id = ?", principal.Type, principal.ID)
	}

	if err := countDB.Count(&total).Error; err != nil {
		return nil, err
	}

	var rows []conversationRow
	offset := (page - 1) * pageSize

	queryDB := r.conversationQuery(ctx, principal)
	switch filter {
	case "mine":
		queryDB = queryDB.Where("cp.participant_type = ? AND cp.participant_id = ?", principal.Type, principal.ID)
	case "unassigned":
		queryDB = queryDB.Where("c.id NOT IN (?)",
			db.Table("chat_participants").Select("conversation_id").Where("participant_type = ? AND role = ?", "admin", "support"))
	default:
		// 普通用户的全部会话
		queryDB = queryDB.Where("cp.participant_type = ? AND cp.participant_id = ?", principal.Type, principal.ID)
	}

	err := queryDB.
		Order("COALESCE(c.last_message_at, c.created_at) DESC, c.id DESC").
		Offset(offset).
		Limit(pageSize).
		Scan(&rows).Error
	if err != nil {
		return nil, err
	}

	items := make([]ConversationDTO, 0, len(rows))
	for _, row := range rows {
		participants, err := r.participants(ctx, row.ID)
		if err != nil {
			return nil, err
		}
		items = append(items, row.toDTO(participants))
	}
	return &PaginatedResult{Items: items, Total: total, Page: page, PageSize: pageSize}, nil
}

func (r *Repository) listAdminConversations(ctx context.Context, principal Principal, page, pageSize int, filter string, stage string, keyword string) (*PaginatedResult, error) {
	total, err := r.adminConversationTotal(ctx, principal, filter, stage, keyword)
	if err != nil {
		return nil, err
	}

	var rows []conversationRow
	offset := (page - 1) * pageSize
	queryDB := r.adminConversationBase(ctx, principal, keyword).
		Select(`c.id, c.order_id, c.listing_id, c.type, c.support_scene, c.title, c.status, c.last_message_id,
			c.last_message_preview, c.last_message_at, c.created_at, c.updated_at,
			COALESCE(cp_me.role, 'admin') AS role,
			COALESCE(cas.remark, '') AS admin_remark,
			COALESCE(explicit_lo.id, listing_lo.id) AS latest_order_id,
			COALESCE(explicit_lo.order_no, listing_lo.order_no) AS latest_order_no,
			COALESCE(explicit_lo.status, listing_lo.status) AS latest_order_status,
			COALESCE(explicit_lo.handoff_status, listing_lo.handoff_status) AS latest_handoff_status,
			COALESCE(explicit_lo.refund_status, listing_lo.refund_status) AS latest_refund_status,
			lm.sender_type AS last_sender_type, lm.sender_id AS last_sender_id, lm.sender_role AS last_sender_role,
			(
				SELECT COUNT(1)
				FROM chat_messages AS cm
				WHERE cm.conversation_id = c.id
					AND (cm.admin_attention_type <> '' OR cm.sender_type = 'user')
					AND cm.id > COALESCE(cas.last_read_message_id, 0)
				) AS unread_count`)
	applyAdminChatOwnershipFilter(queryDB, filter, principal)
	applyAdminChatStageFilter(queryDB, stage, principal)
	if err := queryDB.
		Order("COALESCE(c.last_message_at, c.created_at) DESC, c.id DESC").
		Offset(offset).
		Limit(pageSize).
		Scan(&rows).Error; err != nil {
		return nil, err
	}

	ids := make([]uint64, 0, len(rows))
	for _, row := range rows {
		ids = append(ids, row.ID)
	}
	participantsByConversation, err := r.participantsForConversations(ctx, ids)
	if err != nil {
		return nil, err
	}
	items := make([]ConversationDTO, 0, len(rows))
	for _, row := range rows {
		items = append(items, row.toDTO(participantsByConversation[row.ID]))
	}
	return &PaginatedResult{Items: items, Total: total, Page: page, PageSize: pageSize}, nil
}

func (r *Repository) AdminConversationCounts(ctx context.Context, principal Principal, filter string, stage string, keyword string) (*AdminConversationCountsDTO, error) {
	result, err := r.adminConversationCounts(ctx, principal, normalizeAdminChatFilter(filter), normalizeAdminChatStage(stage), strings.TrimSpace(keyword))
	if err != nil {
		return nil, err
	}
	return result.DTO, nil
}

func (r *Repository) adminConversationTotal(ctx context.Context, principal Principal, filter string, stage string, keyword string) (int64, error) {
	db := r.adminConversationBase(ctx, principal, strings.TrimSpace(keyword))
	applyAdminChatOwnershipFilter(db, normalizeAdminChatFilter(filter), principal)
	applyAdminChatStageFilter(db, normalizeAdminChatStage(stage), principal)
	var total int64
	if err := db.Select("COUNT(DISTINCT c.id)").Scan(&total).Error; err != nil {
		return 0, err
	}
	return total, nil
}

func (r *Repository) adminConversationBase(ctx context.Context, principal Principal, keyword string) *gorm.DB {
	db := r.db.WithContext(ctx).Table("chat_conversations AS c").
		Joins("LEFT JOIN chat_participants AS cp_me ON cp_me.conversation_id = c.id AND cp_me.participant_type = ? AND cp_me.participant_id = ?", principal.Type, principal.ID).
		Joins("LEFT JOIN chat_admin_conversation_states AS cas ON cas.conversation_id = c.id AND cas.admin_user_id = ?", principal.ID).
		Joins("LEFT JOIN chat_messages AS lm ON lm.id = c.last_message_id").
		Joins("LEFT JOIN rental_orders AS explicit_lo ON explicit_lo.id = c.order_id").
		Joins("LEFT JOIN (SELECT ro.* FROM rental_orders AS ro JOIN (SELECT listing_id, MAX(id) AS max_id FROM rental_orders GROUP BY listing_id) AS latest ON latest.max_id = ro.id) AS listing_lo ON listing_lo.listing_id = c.listing_id AND c.order_id IS NULL").
		Joins("LEFT JOIN rental_listings AS l ON l.id = COALESCE(explicit_lo.listing_id, listing_lo.listing_id, c.listing_id)")
	if keyword != "" {
		db = db.Joins("LEFT JOIN users AS renter ON renter.id = COALESCE(explicit_lo.renter_id, listing_lo.renter_id)").
			Joins("LEFT JOIN users AS owner ON owner.id = COALESCE(explicit_lo.owner_id, listing_lo.owner_id, l.owner_id)")
		like := "%" + keyword + "%"
		db = db.Where(`c.title LIKE ? OR c.last_message_preview LIKE ? OR COALESCE(explicit_lo.order_no, listing_lo.order_no) LIKE ? OR l.listing_no LIKE ?
			OR renter.phone LIKE ? OR owner.phone LIKE ?
			OR EXISTS (
				SELECT 1 FROM chat_participants AS cp_kw
				WHERE cp_kw.conversation_id = c.id AND cp_kw.remark LIKE ?
			)`, like, like, like, like, like, like, like)
	}
	return db
}

type adminConversationCountsResult struct {
	Total int64
	DTO   *AdminConversationCountsDTO
}

func (r *Repository) adminConversationCounts(ctx context.Context, principal Principal, filter string, stage string, keyword string) (*adminConversationCountsResult, error) {
	ownership := make(map[string]string, len(adminChatFilters))
	ownershipArgs := make(map[string][]interface{}, len(adminChatFilters))
	for _, item := range adminChatFilters {
		ownership[item], ownershipArgs[item] = adminChatOwnershipCondition(item, principal)
	}
	stages := make(map[string]string, len(adminChatStages))
	stageArgs := make(map[string][]interface{}, len(adminChatStages))
	for _, item := range adminChatStages {
		stages[item], stageArgs[item] = adminChatStageCondition(item, principal)
	}

	parts := make([]string, 0, 1+len(adminChatFilters)+len(adminChatStages))
	args := make([]interface{}, 0)
	addCount := func(alias, left, right string, leftArgs, rightArgs []interface{}) {
		parts = append(parts, "SUM(CASE WHEN "+left+" AND "+right+" THEN 1 ELSE 0 END) AS "+alias)
		args = append(args, leftArgs...)
		args = append(args, rightArgs...)
	}
	addCount("total", ownership[filter], stages[stage], ownershipArgs[filter], stageArgs[stage])
	for _, item := range adminChatFilters {
		addCount("ownership_"+item, ownership[item], stages[stage], ownershipArgs[item], stageArgs[stage])
	}
	for _, item := range adminChatStages {
		addCount("stage_"+item, ownership[filter], stages[item], ownershipArgs[filter], stageArgs[item])
	}

	type row struct {
		Total                                                                                         int64
		OwnershipMine, OwnershipAll, OwnershipUnassigned                                              int64
		StageAll, StagePending, StageUnjoined, StageHandoff, StageRenting, StageAfterSale, StageEnded int64
	}
	var result row
	if err := r.adminConversationBase(ctx, principal, keyword).Select(strings.Join(parts, ", "), args...).Scan(&result).Error; err != nil {
		return nil, err
	}
	return &adminConversationCountsResult{
		Total: result.Total,
		DTO: &AdminConversationCountsDTO{
			Ownership: map[string]int64{adminChatFilterMine: result.OwnershipMine, adminChatFilterAll: result.OwnershipAll, adminChatFilterUnassigned: result.OwnershipUnassigned},
			Stages:    map[string]int64{adminChatStageAll: result.StageAll, adminChatStagePending: result.StagePending, adminChatStageUnjoined: result.StageUnjoined, adminChatStageHandoff: result.StageHandoff, adminChatStageRenting: result.StageRenting, adminChatStageAfterSale: result.StageAfterSale, adminChatStageEnded: result.StageEnded},
		},
	}, nil
}

func normalizeAdminChatFilter(filter string) string {
	switch filter {
	case adminChatFilterAll, adminChatFilterMine, adminChatFilterUnassigned:
		return filter
	default:
		return adminChatFilterMine
	}
}

func normalizeAdminChatStage(stage string) string {
	switch stage {
	case adminChatStageAll, adminChatStagePending, adminChatStageUnjoined, adminChatStageHandoff, adminChatStageRenting, adminChatStageAfterSale, adminChatStageEnded:
		return stage
	default:
		return adminChatStageAll
	}
}

func applyAdminChatOwnershipFilter(db *gorm.DB, filter string, principal Principal) {
	condition, args := adminChatOwnershipCondition(filter, principal)
	db.Where(condition, args...)
}

func applyAdminChatStageFilter(db *gorm.DB, stage string, principal Principal) {
	condition, args := adminChatStageCondition(stage, principal)
	db.Where(condition, args...)
}

func adminChatOwnershipCondition(filter string, principal Principal) (string, []interface{}) {
	switch filter {
	case adminChatFilterAll:
		return "1 = 1", nil
	case adminChatFilterUnassigned:
		return `NOT EXISTS (
			SELECT 1 FROM chat_participants AS cp_support
			WHERE cp_support.conversation_id = c.id
			  AND cp_support.participant_type = 'admin'
			  AND cp_support.role = 'support'
		)`, nil
	case adminChatFilterMine:
		fallthrough
	default:
		return "cp_me.id IS NOT NULL", nil
	}
}

func adminChatStageCondition(stage string, principal Principal) (string, []interface{}) {
	latestID := "COALESCE(explicit_lo.id, listing_lo.id)"
	latestStatus := "COALESCE(explicit_lo.status, listing_lo.status)"
	latestRefundStatus := "COALESCE(explicit_lo.refund_status, listing_lo.refund_status)"
	switch stage {
	case adminChatStagePending:
		return `EXISTS (
				SELECT 1
				FROM chat_messages AS cm_pending
				WHERE cm_pending.conversation_id = c.id
					  AND (cm_pending.admin_attention_type <> '' OR cm_pending.sender_type = 'user')
					  AND cm_pending.id > COALESCE(cas.last_read_message_id, 0)
			)`, nil
	case adminChatStageUnjoined:
		return latestID + " IS NULL", nil
	case adminChatStageHandoff:
		return latestStatus + " = 'pending_handoff'", nil
	case adminChatStageRenting:
		return latestStatus + " IN ('renting', 'overdue')", nil
	case adminChatStageAfterSale:
		return "(" + latestStatus + " IN ('pending_checkout_confirm', 'pending_checkout_accept', 'checkout_disputing', 'abnormal') OR (" + latestRefundStatus + " IS NOT NULL AND " + latestRefundStatus + " <> 'none'))", nil
	case adminChatStageEnded:
		return "(c.status IN ('archived', 'closed') OR " + latestStatus + " IN ('completed', 'cancelled', 'closed'))", nil
	case adminChatStageAll:
		fallthrough
	default:
		return "1 = 1", nil
	}
}

// ArchiveListingConversation 将商品关联的发布群标记为已归档（解散），并写入系统提示。
// 用于客服封存订单时同事务解散群聊；发布群不存在时静默跳过，不阻断封存流程。
// 归档后 SendMessage 的 status 校验会阻断所有成员继续发言。
func ArchiveListingConversation(tx *gorm.DB, listingID uint64, reason string) error {
	var conversation model.ChatConversation
	err := tx.Where("listing_id = ?", listingID).First(&conversation).Error
	if err != nil {
		if errors.Is(err, gorm.ErrRecordNotFound) {
			return nil
		}
		return err
	}
	if conversation.Status == "archived" {
		return nil
	}
	if err := tx.Model(&model.ChatConversation{}).
		Where("id = ?", conversation.ID).
		Update("status", "archived").Error; err != nil {
		return err
	}
	content := "群聊已由客服解散，订单已封存。"
	if trimmed := strings.TrimSpace(reason); trimmed != "" {
		content += "原因：" + trimmed
	}
	return sendSystemMessage(tx, conversation.ID, content)
}