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Reference

工单模块

支持工单系统 — 带状态转换的生命周期管理、代理分配、带文件附件的评论、基于角色的授权和审计跟踪。

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Tickets 模块提供完整的支持工单系统，包含生命周期管理、代理分配、线程评论、文件附件和基于角色的访问控制。

端点

端点方法描述
/api/ticketsPOST开新工单
/api/ticketsGET列出工单（分页、可筛选）
/api/tickets/{id}GET获取工单详情
/api/tickets/{id}/assignPOST分配给代理
/api/tickets/{id}/commentsPOST添加评论
/api/tickets/{id}/filesPOST附加文件
/api/tickets/{id}/statusPATCH变更状态

架构

TicketEndpoints (Minimal API)
       │
       ▼
TicketService
       │
       ├── ITicketRepository → SqlSugarTicketRepository
       ├── TicketAuthorizationService (角色 + 数据范围检查)
       ├── ITicketAttachmentAccessService → FileAssetTicketAttachmentAccessService
       ├── ITicketEventPublisher → NullTicketEventPublisher
       └── ITicketAuditSink → NullTicketAuditSink

Ticket 实体

public class TicketEntity : TenantSoftDeleteEntityBase
{
    public string Title { get; set; }
    public string Description { get; set; }
    public string Status { get; set; }       // Open, InProgress, Resolved, Closed
    public string Priority { get; set; }     // Low, Normal, High, Critical
    public string? AssignedToId { get; set; }
    public string CreatedById { get; set; }
}

生命周期状态

Open → InProgress → Resolved → Closed
  ↑       │           │
  └───────┘           │
  (重新打开)           │
                      ▼
                   Closed (终态)

授权模型

TicketAuthorizationService 执行基于角色的访问：

角色权限
Creator查看自己的、添加评论、重新打开
Agent查看已分配的、变更状态、分配
Admin租户内完全访问
System跨租户只读（审计）
public static class TicketPermissions
{
    public const string TicketCreate = "ticket.create";
    public const string TicketView = "ticket.view";
    public const string TicketAssign = "ticket.assign";
    public const string TicketStatusChange = "ticket.status.change";
    public const string TicketComment = "ticket.comment";
    public const string TicketManage = "ticket.manage";
}

工单角色

public static class TicketRoleNames
{
    public const string Creator = "ticket.creator";
    public const string Agent = "ticket.agent";
    public const string Admin = "ticket.admin";
}

分页和筛选

public class TicketPage
{
    public IReadOnlyList<Ticket> Items { get; }
    public int TotalCount { get; }
    public bool HasMore { get; }
}


public class TicketQuery
{
    public string? Status { get; set; }
    public string? Priority { get; set; }
    public string? AssignedToId { get; set; }
    public string? Search { get; set; }
    public int Page { get; set; }
    public int PageSize { get; set; }
}

另见